Jump to content

Troubleshooting HP System Recovery Problems (Windows 8)

  • PrintPrint
This document pertains to HP computers with Windows 8.
Performing a full system recovery takes time (two to four hours, depending on the model of computer ) and transfers a large amount of data. With so much data to move, problems can sometimes occur. Use this document to resolve recovery issues in Windows 8.
CAUTION:A system recovery completely erases all files, programs, and saved work on the hard drive. Always back up important information before attempting a recovery.
CAUTION: If additional hard drives are connected to the computer, for example an HP Media Drive, disconnect the data and power cables from the back of the extra drive before performing a system recovery. This prevents possible data loss on the additional drive.
NOTE: If you are not using the latest version of Windows 8, some graphics and information in this document may vary. You can get the latest version from the Microsoft Store.

Troubleshooting your HP notebook computer

Follow the instructions in the section that best fits your recovery type to troubleshoot recovery problems.

Troubleshooting a recovery started from the hard drive

Use the following sections to troubleshoot a recovery started from the BIOS or from the Recovery Manager tool.
If system problems make it impossible to access the Windows desktop or any programs, you can still start the recovery process.
  1. Turn off the computer.
  2. Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, or power cord .
  3. Turn on the computer and repeatedly press the F11 key, about once every second, until the Choose your keyboard layout screen appears, then follow these instructions:
    1. Click to select the keyboard layout.
    2. The computer restarts. If the recovery partition on the hard disk drive is functioning correctly, the Choose an Option screen appears. Click Troubleshoot .
      Figure 1: Choose an option screen
      Illustration: Choose an option screen
    3. On the Troubleshoot screen, click Recovery Manager .
      Figure 2: Troubleshoot screen
      Illustration: Troubleshoot screen
    4. On the operating system selection screen, click Windows 8.1 .
      Recovery Manager opens.
      Figure 3: Operating System selection screen
      Operating system selection screen
  4. Under I need immediate help , click Minimized Image Recovery .
    Figure 4: HP Recovery Manager main screen
    HP Recovery Manager main screen
  5. Follow the on-screen instructions to back up your data and recover your computer. For more information, see Performing an HP System Recovery (Windows 8) .
If the computer is still working and you can access programs and files, use the Recovery Manager to perform a system recovery.
  1. Turn off the computer.
  2. Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, or power cord .
  3. Turn on the computer.
  4. From the Start screen, type recovery to open the Search charm, and then select HP Recovery Manager from the search results.
    If you are prompted for an Administrator password or confirmation, type the password or provide confirmation. If a User Account Control window asks if you want to allow the program to make changes to the computer, click Yes .
  5. Under I need immediate help , click Windows Recovery Environment .
    Figure 5: Windows Recovery Environment
    HP Recovery Manager main screen, Windows Recovery Environment circled
  6. Recovery Manager asks you if you want to reboot and enter the recovery environment. Click OK .
    Figure 6: Confirm System Recovery
    Confirm choice to enter recovery environment
  7. The computer restarts. If the recovery partition on the hard disk drive is functioning correctly, the Choose an Option screen appears. Click Troubleshoot .
    Figure 7: Choose an option screen
    Illustration: Choose an option screen
  8. On the Troubleshoot screen, click Recovery Manager .
    Figure 8: Troubleshoot screen
    Illustration: Troubleshoot screen
  9. On the operating system selection screen, click Windows 8.1 .
    Recovery Manager opens.
    Figure 9: Operating System selection screen
    Operating system selection screen
  10. Under I need immediate help , click Minimized Image Recovery .
    Figure 10: HP Recovery Manager main screen
    HP Recovery Manager main screen
  11. Follow the on-screen instructions to perform a recovery. For more information, see Performing a System Recovery (Windows 8) .
    NOTE:If the recovery partition on the hard disk drive is not functioning correctly, a set of recovery discs is needed to run a system recovery.
If the first method fails, the most likely cause is that the Recovery Partition is corrupted. The best option in this case is to use recovery discs to reinstall the operating system. This will also re-create the Recovery Partition. For more information, see Performing a System Recovery (Windows 8) .
The following error message occurs while using the Recovery Manager: No system partition found .
HP and Compaq computers with Windows 8 hold recovery software on a recovery partition of the hard drive. If you used disk partitioning software to modify or delete the recovery partition, it might not be possible to run a recovery from the partition.
In this case, you must perform a recovery using recovery discs. If you made your own set when the computer was working, you can use those discs. To purchase recovery discs, refer to Looking for Recovery Discs? . For more information, see Performing a System Recovery (Windows 8) .

Troubleshooting a recovery started from CD or DVD

Use the following sections to troubleshoot a recovery started from CD or DVD.
You can start a recovery from recovery discs if you cannot get to the desktop. If you created discs previously from your current system using the Recovery Disc Creation program, be sure to run the recovery from the same drive that you used to create the discs.
NOTE:In some areas, recovery discs can be purchased from HP. For more information, see Looking for Recovery Discs? .
  1. Turn on the computer, and insert the first recovery disc into the drive .
  2. Press and hold the power button to turn off the computer.
  3. Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, or power cord .
  4. Turn on the computer.
    Press the Esc key repeatedly, about once every second, until the Startup Menu opens.
    Figure 11: Startup Menu
    Startup Menu with arrow to Computer Setup
  5. Press the right or left arrow key to select Security on the top menu line, and then arrow down to Secure Boot Configuration and press Enter .
    Figure 12: Security screen
    Security with Secure boot configuration pointed out
  6. Before you can proceed, a warning appears. Press f10 to continue to the Secure Boot Configuration menu.
    Figure 13: Secure Boot Configuration warning
    Secure Boot Configuration warning
  7. Use the down arrow key to select Secure Boot , then use the right arrow key to modify the setting to Disable .
    Use the arrow keys to select Legacy Support , then use the right arrow key to modify the setting to Enable .
    Figure 14: Secure Boot Configuration menu
    Changing Enable and Disable
  8. Use the left arrow key to select the File menu, use the down arrow key to select Save Changes and Exit , then press Enter to select Yes .
  9. The Operating System Boot Mode Change screen opens.
    Type the pass code (that is specific to this screen on your computer), and press Enter . There is not a field in which to type it, just type it when you see the Operating System Boot Mode Change screen
    Figure 15: Operating System Boot Mode Change
    Boot mode change window with the pass code highlighted
  10. The Computer Setup Utility closes and the computer restarts. When the computer has restarted, use the power button to turn the computer off.
  11. Restart the computer.
    Press the Esc key repeatedly, about once every second, until the Startup Menu opens.
  12. Press the Esc key to get to the startup menu.
  13. Arrow down to the Boot Menu and press Enter .
    Select the SATA device shown on your window. Press Enter .
    Figure 16: Boot devices
    Boot devices to select from
  14. A window might appear and prompt you to run Recovery Manager from the hard disk or from the disc inserted. If this window displays, select Run program from media , then click Next .
    Figure 17: Select Run program from media
    Illustration: Run program from media
  15. HP Recovery Manager opens. Select Minimized Image Recovery .
    Figure 18: HP Recovery Manager main screen
    Illustration: HP Recovery Manager main screen
  16. Follow the on-screen instructions to perform a recovery. For more information, see Performing an HP System Recovery (Windows 8) .
Wait before concluding that the recovery is stalled. It can take two to four hours for a system recovery, especially when using HP Support recovery discs.
If you are sure your computer has stopped responding after starting the recovery program, follow these steps:
  1. Exit from the stalled recovery process by pressing the power button on the computer for about five seconds, until the power turns off.
  2. Before trying a recovery again, disconnect personal media drives, printers, scanners, cameras, camera-type memory cards, and other devices that did not originally come with the computer.
  3. If you are using recovery discs, be aware of the following items:
    • If you created the recovery discs using Recovery Manager, be sure to run the recovery from the same drive you used to create the discs.
    • Clean the discs with a soft, clean, lint-free cloth dampened with distilled water. Wipe from the center of the disc to the outside edge. You can also use disc cleaning kits or disc restoration kits from your local computer store. These kits produce better results than a cloth and water.
    • Use a CD/DVD drive cleaning kit to clean the laser reading lens of the CD or DVD drive.
  4. Try running a full system recovery again after following this procedure.
  5. If you have tried recovering at least two more times, and the recovery process continues to fail at the same point, replace the recovery discs or service the computer to replace the hard drive disk image or a failed component.
If the drive cannot read the recovery discs and no errors appear, the disc might be scratched, dirty, or defective. In addition, the drive firmware might need to be updated to recognize newer disc media. Follow these steps to resolve the issue:
  1. Make sure the correct CD/DVD drive is selected as the boot device:
    1. Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, or power cord
    2. Turn on the computer.
    3. Immediately press the Escape key repeatedly, about once every second, until the Startup Menu opens.
    4. Use the arrow keys to select Boot Menu and then press Enter or press f9 to show the boot menu.
    5. Use the up or down arrow key to select the CD/DVD drive. Then press Enter .
      Figure 19: Boot Menu
      Illustration: Boot Option Menu
    6. Use the up or down arrow key to select the CD/DVD drive. Then press Enter .
      NOTE: More than one CD/DVD drive selection might be available from the list of bootable devices. If so, select one of the CD/DVD selections from the list to see if HP Recovery starts. If recovery does not start or a non-system disk error displays, restart the computer by pressing the power button, then repeat these steps to select another CD/DVD drive. When recovery starts, continue using the steps to complete recovery.
  2. Clean or repair the disc and try using it again to see if the drive recognizes the disc. If the disc is scratched, use a chemical disc restore product to fix the disc (available at most home electronic stores). Insert the recovery disc again after it has been cleaned or repaired and restart the computer.
  3. Update the drive firmware. This is especially true if the discs were received from HP Customer Care through mail. The firmware for a DVD drive (the driver) might not be able to recognize the recovery disc media that was created using a more recent DVD manufacturing process. Download and install any available DVD drive firmware updates from HP that match the type of DVD drive on your computer. For more information about how to find and update the firmware for your HP or Compaq computer, see the HP support article Obtaining Software and Drivers .
In some cases, the discs might be damaged beyond repair such as when discs have been left out in the sun. When this happens, perform the recovery from the hard drive or replace the discs. For more information, see Looking for Recovery Discs? or Performing an HP System Recovery (Windows 8) .
The computer prompts you to insert a disc even after you have already inserted it. For example, Disc 1 has completed, and you are prompted to insert Disc 2. After inserting Disc 2, the prompt to insert disc 2 displays again.
If this happens, make sure the disc you are inserting is the correct disc. If it is, reinsert the disc. You might have to reinsert the disc many times before the recovery software recognizes that the correct disc is in the drive. Continue reinserting the disc until the message stops and the recovery process continues.
In rare cases, a disc set might be mislabeled. Insert a different disc that has not already been used until the message stops and the recovery process continues.
If the recovery process stops responding during a recovery from discs, check the following:
  • Clean the discs with disc cleaner or scratch filler and try again.
  • Check that the data on the discs is intact. Try copying all the files from the disc to a directory on a hard drive (using any computer). If an error opens or the file transfer process stops responding, the data on the disc is corrupted and the discs need to be replaced. For more information, see Looking for Recovery Discs? .
  • If you replaced a standard hard drive that is not an advanced format drive with an Advanced Format drive, System Recovery might not recognize the drive or partition, depending on the type and size of AF hard drive and when recovery discs were created (prior to Fall 2010). When this happens, changing the SATA Mode setting (AHCI, IDE, RAID) in BIOS setup to an alternate setting might work. If problems persist, it could be necessary to remove the AF drive as the main drive and replace with a standard hard drive using 512B-sectors (instead of AF 4KB sectors).
  • Under certain conditions when the hard drive has been replaced or the BIOS updated, a system recovery might not be possible. When this happens, Contact HP , as the computer might require service or hard drive replacement.
The following error message appears while recovering the computer from recovery discs: Cannot extract the archive .
This error message is normally caused by a recovery disc that has become dirty or scratched. Make sure the recovery discs are clean and scratch-free before attempting a recovery.
This error can occur when using recovery discs that were made for another computer. Also, on rare occasions, this error can occur when data on the hard drive was not configured correctly at the factory.
To correct this error, obtain the correct recovery discs from HP. To buy recovery discs, see Looking for Recovery Discs? .
NOTE:If this error occurs with recovery discs created from the same computer or from discs that were sent by HP, contact HP to receive a replacement set.
Error 1012 displays when you try to perform a recovery using recovery discs you have created. To resolve this error, close Recovery Manager, then update the firmware for your CD or DVD drive.
  1. Download and install any available DVD drive firmware updates from HP that match the type of CD or DVD drive on your computer. For more information about how to find and update the firmware for your HP or Compaq computer, see the HP support article Obtaining Software and Drivers .
  2. After installing the firmware update, restart the recovery process.
One of the following errors opens when attempting to use recovery discs:
  • The system recovery discs do not support this computer. You are not able to restore this system with these discs.
  • These are not the correct recovery discs
This error can occur due to the following conditions:
  • Using the wrong recovery discs, such as those that were created or ordered for another computer.
  • The configuration data on the motherboard or hard drive was not correctly configured at the factory when the computer was manufactured.
  • The motherboard on your computer was replaced with a motherboard that is not the same replacement part. If so, you must install a new operating system or replace the motherboard with an original type.
If this error opens and you are using discs that were ordered from HP or sent by HP support, find out if you have the correct recovery discs (as were sent by HP) using the following steps:
  1. Get the software build number for your computer:
    • On the Start screen, click the Desktop tile. Look for the build number information on the lower, right corner of the Windows desktop.
    • If your computer cannot open Windows, you can find a software build number on a sticker found on the outside of the computer case.
  2. Compare the software build number to the build number on the recovery discs.
    • If the software build number matches the number on your recovery discs and the recovery still fails with this error, the computer needs to be serviced by HP before it can be recovered.
    • If the number on the recovery discs is not the same as the software build number, obtain the correct recovery discs . Make sure the numbers on the recovery disc do not match the software build number before ordering new discs.
If you replaced a standard hard drive that is not an advanced format drive with an Advanced Format drive, system recovery might not recognize the drive or partition - depending on the type and size of AF hard drive and when recovery discs were created (prior to Fall 2010). When this happens, changing the SATA Mode setting (AHCI, IDE, RAID) in BIOS setup to an alternate setting might work. If problems persist, it could be necessary to remove the AF drive as the main drive and replace with a standard hard drive using 512B-sectors (instead of AF 4KB sectors).
If there are corrupt areas on the hard disk drive, errors can occur during recovery. If you are still able to use Windows, use the Hardware Diagnostic Tools to diagnose the problem.
Following the steps in this section might help resolve the following errors:
  • Error 0x1002: Cannot extract the archive
  • Error 0x1003: Cannot create a folder
  • Error 0x1004: Cannot copy the folder source to destination
  • Error 0x1005: Unable to copy file from source to destination
  • Error 0x1006: Cannot load hive
  • Error 0x1007: Cannot create file
  • Error 0x1008: Cannot open registry key
  • Error 0x1009: Failed to move from source to destination
  • Error 0x100A: No system partition found
  • Error 0x100B: CRC error when copy file
  • Error 0x100C: Cannot get drive letter of a path
  • Error 0x100D: Syslock status is in FAIL position
  • Error 0x100E: Reimaging has failed
  • Error 0x100F: bcdedit.exe returned an error while processing command "commandline"
  • Error 0x1010: Cannot find physical hard drive
  1. If you are performing a recovery from recovery discs, remove and gently clean the surface of the current disc using distilled water and a lint free cloth. Reinsert the disc and try again. If the error persists, continue using these steps.
  2. If you are performing a recovery from recovery discs, remove the current disc and examine it for scratches. If the disc is scratched, you can try to repair the disc using an optical disc repair kit. These types of kits use special chemicals that bond to the surface of the disc and fill in the scratches. Disc repair kits can be purchased at electronic stores or stores that sell DVD movies. After the disc has been repaired, reinsert the disc and try again. If the error persists, continue using these steps.
  3. Check the hard drive using the following methods.
    The hard drive test in HP Support Assistant has been removed because of its inability to test in RAID and eSATA environments. To test the hard drive , continue with the instructions in this section.
    Hold the power button for at least five seconds to turn off the computer.
    Turn on the computer and immediately press the F2 key repeatedly, about once every second, until you see one of the following screens:


    If this screen is displayed, continue with the Hardware Diagnostics UEFI .


    If this screen is displayed, see basic hardware testing .
  4. If no problems are found with the hard drive, test the disc drive.
    1. Press the Windows key ( ) + W to open the Settings search field, then type HP Support Assistant .
    2. On the left side of the screen, click HP Support Assistant . The HP Support Assistant window opens.
      Click My Computer .
      HP Support AssistantHP Support Assistant with My Computer selected
    3. Select Diagnostics .
      Figure 21: HP Support Assistant - My Computer
      HP Support Assistant - My Computer
    4. Click HP ODD Check .
      Figure 22: HP diagnostics tools
      HP Diagnostics tools with HP ODD Check selected
      If you are prompted for an Administrator password or confirmation, type the password or provide confirmation. If a User Account Control window asks if you want to allow the program to make changes to the computer, click Yes .
    5. Select the CD/DVD drive you want to check, then click Next in the lower right corner of the box.
      Figure 23: Select the CD/DVD drive to test
      Select the CD/DVD drive to test
    6. Insert a supported non-blank disc, close the disc tray, then click Next .
    7. Follow the on-screen instructions to diagnose and resolve any issues with the disc drive.

Troubleshooting your HP desktop computer

Follow the instructions in the section that best fits your recovery type to troubleshoot recovery problems.

Troubleshooting a recovery started from the hard drive

Use the following sections to troubleshoot a recovery started from the BIOS or from the Recovery Manager tool.
If system problems make it impossible to access the Windows desktop or any programs, you can still start the recovery process.
  1. Turn off the computer.
  2. Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, or power cord .
  3. Turn on the computer and repeatedly press the F11 key, about once every second, until the Choose your keyboard layout screen appears, then follow these instructions:
    1. Click to select the keyboard layout.
    2. The computer restarts. If the recovery partition on the hard disk drive is functioning correctly, the Choose an Option screen appears. Click Troubleshoot .
      Figure 24: Choose an option screen
      Illustration: Choose an option screen
    3. On the Troubleshoot screen, click Recovery Manager .
      Figure 25: Troubleshoot screen
      Illustration: Troubleshoot screen
    4. On the operating system selection screen, click Windows 8.1 . Recovery Manager opens.
      Figure 26: Operating System selection screen
      Operating system selection screen
  4. Recovery Manager opens. Under I need help immediately , click System Recovery .
    Figure 27: Recovery Manager main screen
    Illustration: Main Recovery Manager screen
  5. Follow the on-screen instructions to back up your data and recover your computer. For more information, see Performing an HP System Recovery (Windows 8) .
If your computer is still working and you can access programs and files, you can use the Recovery Manager to perform a system recovery.
  1. Turn off the computer.
  2. Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, or power cord .
  3. Turn on the computer.
  4. Move your mouse to the upper right corner of the screen, click Search, and type recovery .
  5. In the search results on the left side of the screen, click Recovery Manager .
    If you are prompted for an Administrator password or confirmation, type the password or provide confirmation. If a User Account Control window asks if you want to allow the program to make changes to the computer, click Yes .
  6. Under I need help immediately , click System Recovery .
    Figure 28: Recovery Manager
    Recovery Manager
  7. The Recovery Manager asks if you want to restore the computer to its original factory shipped condition. Click Yes , then click Next .
    Figure 29: Recovery Manager confirmation screen
    Recovery Manager confirmation screen
  8. The computer restarts. If the recovery partition on the hard disk drive is functioning correctly, the Recovery Manager window appears. Follow the on-screen instructions to perform a recovery. For more information, see Performing an HP System Recovery (Windows 8) .
    Figure 30: Recovery Manager after restart
    Recovery Manager after restart
  9. NOTE:If the recovery partition on the hard disk drive is not functioning correctly, a set of recovery discs is needed to run a system recovery.
If the first method fails, the most likely cause is that the Recovery Partition has corrupted. The best option in this case could be to use recovery discs to reinstall the operating system. This will also re-create the Recovery Partition. For more information, see Performing an HP System Recovery (Windows 8) .
The following error message occurs while using the Recovery Manager: No system partition found .
HP and Compaq computers with Windows 8 hold recovery software on a recovery partition of the hard drive. If you used disk partitioning software to modify or delete the recovery partition, it might not be possible to run a recovery from the partition.
In this case, you must perform a recovery using recovery discs. If you made your own set when the computer was working, you can use those discs. To purchase recovery discs, refer to Looking for Recovery Discs? . For more information, see Performing an HP System Recovery (Windows 8) .

Troubleshooting a recovery started from CD or DVD

Use the following sections to troubleshoot a recovery started from CD or DVD.
You can start a recovery from recovery discs if you cannot get to the desktop. If you created discs previously from your current system using the Recovery Disc Creation program, be sure to run the recovery from the same drive that you used to create the discs.
NOTE:In some areas, recovery discs can be purchased from HP. For more information, see Looking for Recovery Discs? .
  1. Turn on the computer, and insert the first recovery disc into the drive.
  2. Press and hold the power button to turn off the computer.
  3. Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, or power cord .
  4. Turn on the computer.
  5. Immediately press the Escape key repeatedly, about once every second, until the Startup Menu opens.
  6. Use the up or down arrow key to select the CD/DVD drive. Then press Enter .
    NOTE: More than one CD/DVD drive selection might be available from the list of bootable devices. If so, select one of the CD/DVD selections from the list to see if HP Recovery starts. If recovery does not start or a non-system disk error displays, restart the computer by pressing the power button, then repeat these steps to select another CD/DVD drive. When recovery starts, continue using the steps to complete recovery.
  7. A window might appear and prompt you to choose whether to run Recovery Manager from the hard disk or from the disc inserted. If this window displays, select Run program from media , then click Next .
    Figure 31: Select Run program from media
    Illustration: Run program from media
  8. Select an option based on the type of recovery discs you have:
      Click Factory Reset under I need help immediately . If the next screen prompts you to confirm your choice, select Yes then click Next . If no confirmation screen displays, continue with the next step.
      Figure 32: Recovery Manager using user-created recovery discs
      Recovery Manager with user created recovery discs
    • Recovery discs received from HP support:
      Select one of the following options, depending on which selection is shown on your screen, then click Next .
      • Factory Reset - Reset the computer by erasing the entire drive and restoring to the factory setup
      • Reset the computer by erasing the entire drive and restoring to the factory setup
      Figure 33: Recovery Manager using HP-sent recovery discs
      Recovery Manager with HP-sent recovery discs
  9. Follow the on-screen instructions to perform a recovery. For more information, see Performing an HP System Recovery (Windows 8) .
Wait before concluding that the recovery is stalled. It can take two to four hours for a system recovery, especially when using HP Support recovery discs.
If you are sure your computer has stopped responding after starting the recovery program, follow these steps:
  1. Exit from the stalled recovery process by pressing the power button on the computer for about five seconds, until the power turns off.
  2. Before trying a recovery again, disconnect personal media drives, printers, scanners, cameras, camera-type memory cards, and other devices that did not originally come with the computer.
  3. If you are using recovery discs, be aware of the following items:
    • If you created the recovery discs using Recovery Manager, be sure to run the recovery from the same drive you used to create the discs.
    • Clean the discs with a soft, clean, lint-free cloth dampened with distilled water. Wipe from the center of the disc to the outside edge. You can also use disc cleaning kits or disc restoration kits from your local computer store. These kits produce better results than a cloth and water.
    • Use a CD/DVD drive cleaning kit to clean the laser reading lens of the CD or DVD drive.
  4. Try running a full system recovery again after following this procedure.
  5. If you have tried recovering at least two more times, and the recovery process continues to fail at the same point, replace the recovery discs or service the computer to replace the hard drive disk image or a failed component.
If the drive cannot read the recovery discs and no errors appear, the disc might be scratched, dirty, or defective. In addition, the drive firmware might need to be updated to recognize newer disc media. Follow these steps to resolve the issue:
  1. Make sure the correct CD/DVD drive is selected as the boot device:
    1. Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, or power cord
    2. Turn on the computer.
    3. Immediately press the Escape key repeatedly, about once every second, until the Startup Menu opens.
    4. Use the arrow keys to select Boot Menu and then press Enter or press f9 to show the boot menu.
    5. Use the up or down arrow key to select the CD/DVD drive. Then press Enter .
      Figure 34: Boot Menu
      Illustration: Boot Option Menu
    6. Use the up or down arrow key to select the CD/DVD drive. Then press Enter .
      NOTE: More than one CD/DVD drive selection might be available from the list of bootable devices. If so, select one of the CD/DVD selections from the list to see if HP Recovery starts. If recovery does not start or a non-system disk error displays, restart the computer by pressing the power button, then repeat these steps to select another CD/DVD drive. When recovery starts, continue using the steps to complete recovery.
  2. Clean or repair the disc and try using it again to see if the drive recognizes the disc. If the disc is scratched, use a chemical disc restore product to fix the disc (available at most home electronic stores). Insert the recovery disc again after it has been cleaned or repaired and restart the computer.
  3. Update the drive firmware. This is especially true if the discs were received from HP Customer Care through mail. The firmware for a DVD drive (the driver) might not be able to recognize the recovery disc media that was created using a more recent DVD manufacturing process. Download and install any available DVD drive firmware updates from HP that match the type of DVD drive on your computer. For more information about how to find and update the firmware for your HP or Compaq computer, see the HP support article Obtaining Software and Drivers .
In some cases, the discs might be damaged beyond repair such as when discs have been left out in the sun. When this happens, perform the recovery from the hard drive or replace the discs. For more information, see Looking for Recovery Discs? or Performing an HP System Recovery (Windows 8) .
The computer prompts you to insert a disc even after you have already inserted it. For example, Disc 1 has completed, and you are prompted to insert Disc 2. After inserting Disc 2, the prompt to insert disc 2 displays again.
If this happens, make sure the disc you are inserting is the correct disc. If it is, reinsert the disc. You might have to reinsert the disc many times before the recovery software recognizes that the correct disc is in the drive. Continue reinserting the disc until the message stops and the recovery process continues.
In rare cases, a disc set might be mislabeled. Insert a different disc that has not already been used until the message stops and the recovery process continues.
If the recovery process stops responding during a recovery from discs, check the following:
  • Clean the discs with disc cleaner or scratch filler and try again.
  • Check that the data on the discs is intact. Try copying all the files from the disc to a directory on a hard drive (using any computer). If an error opens or the file transfer process stops responding, the data on the disc is corrupted and the discs need to be replaced. For more information, see Looking for Recovery Discs? .
  • If you replaced a standard hard drive that is not an advanced format drive with an Advanced Format drive, System Recovery might not recognize the drive or partition, depending on the type and size of AF hard drive and when recovery discs were created (prior to Fall 2010). When this happens, changing the SATA Mode setting (AHCI, IDE, RAID) in BIOS setup to an alternate setting might work. If problems persist, it could be necessary to remove the AF drive as the main drive and replace with a standard hard drive using 512B-sectors (instead of AF 4KB sectors).
  • Under certain conditions when the hard drive has been replaced or the BIOS updated, a system recovery might not be possible. When this happens, contact HP , as the computer might require service or hard drive replacement.
The following error message appears while recovering the computer from recovery discs: Cannot extract the archive .
This error message is normally caused by a recovery disc that has become dirty or scratched. Make sure the recovery discs are clean and scratch-free before attempting a recovery.
This error can occur when using recovery discs that were made for another computer. Also, on rare occasions, this error can occur when data on the hard drive was not configured correctly at the factory.
To correct this error, obtain the correct recovery discs from HP. To obtain recovery discs, see Looking for Recovery Discs? .
NOTE:If this error occurs with recovery discs created from the same computer or from discs that were sent by HP, Contact HP to receive a replacement set.
If Error 1012 displays when you try to perform a recovery using recovery discs you have created. To resolve this error, close Recovery Manager, then update the firmware for your CD or DVD drive.
  1. Download and install any available DVD drive firmware updates from HP that match the type of CD or DVD drive on your computer. For more information about how to find and update the firmware for your HP or Compaq computer, see the HP support article Obtaining Software and Drivers .
  2. After installing the firmware update, restart the recovery process.
One of the following errors open when attempting to use recovery discs:
  • The system recovery discs do not support this computer. You are not able to restore this system with these discs.
  • These are not the correct recovery discs
This error can occur due to the following conditions:
  • Using the wrong recovery discs, such as those that were created or ordered for another computer.
  • The configuration data on the motherboard or hard drive was not correctly configured at the factory when the computer was manufactured.
  • The motherboard on your computer was replaced with a motherboard that is not the same replacement part. If so, you must install a new operating system or replace the motherboard with an original type.
If this error opens and you are using discs that were ordered from HP or sent by HP support, find out if you have the correct recovery discs (as were sent by HP) using the following steps:
  1. Get the Software Build number for your computer:
    • If your computer is still able to open into Windows, Press CTRL + ALT + S and look at the Software Build number in the HP Support Information window.
    • If your computer cannot open Windows, you can find a Software Build number on a sticker found on the outside of the computer case.
  2. Compare the Software Build number to the build number on the recovery discs, then follow these steps:
    • If the Software Build number matches the number on your recovery discs and the recovery still fails with this error, the computer needs to be serviced by HP before it can be recovered.
    • If the number on the recovery discs is not the same as the Software Build number, obtain the correct recovery discs . Make sure the numbers on the recovery disc do not match the Software Build number before ordering new discs.
If you replaced a standard hard drive that is not an advanced format drive with an Advanced Format drive, system recovery might not recognize the drive or partition - depending on the type and size of AF hard drive and when recovery discs were created (prior to Fall 2010). When this happens, changing the SATA Mode setting (AHCI, IDE, RAID) in BIOS setup to an alternate setting might work. If problems persist, it could be necessary to remove the AF drive as the main drive and replace with a standard hard drive using 512B-sectors (instead of AF 4KB sectors).

Troubleshooting a recovery started from a USB drive

Use the following sections to troubleshoot a recovery started from a USB drive.
  1. Turn on the computer, and insert the USB flash drive into a USB port.
  2. Turn off the computer by pressing and holding the power button.
  3. Disconnect all connected devices and cables such as Personal Media Drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, USB recovery flash drive, or power cord .
  4. Turn on the computer.
  5. Immediately press the Escape key repeatedly, about once every second, until the Startup Menu opens.
  6. Press F9 to open the Boot Device Options menu.
  7. Use the up or down arrow key to select the recovery USB device. Then press Enter .
  8. A window might appear and prompt you to choose whether to run Recovery Manager from the hard disk or from the media inserted. If this window displays, select Run program from media , then click Next .
    Figure 35: Select Run program from media
    Illustration: Run program from media
  9. Under I need help immediately , click System Recovery .
    Figure 36: Recovery Manager main screen
    Illustration: Main Recovery Manager screen
  10. On the next screen, select Yes to confirm that you want to restore your computer to its original factory condition, then click Next to continue.
    Figure 37: Restore computer verification
    Restore computer verification
  11. Follow the on-screen instructions to perform a recovery. For more information, see Performing an HP System Recovery (Windows 8) .
In order to use a USB flash drive to boot to recovery, the flash drive must have been prepared correctly using Recovery Manager. To use a USB flash drive to perform a recovery, you must select the USB drive in the Boot Menu upon system startup.
  1. Turn on the computer, and insert the USB flash drive into a USB port.
  2. Turn off the computer by pressing and holding the power button.
  3. Disconnect all connected devices and cables such as Personal Media Drives, non-recovery USB drives, printers, and faxes. Remove media from internal drives, and remove any recently added internal hardware. Do not disconnect the recovery USB drive, monitor, keyboard, mouse, or power cord .
  4. Turn on the computer.
  5. Immediately press the Escape key repeatedly, about once every second, until the Startup Menu opens.
  6. Use the up or down arrow key to select the USB flash drive. Then press Enter .
    NOTE: More than one USB flash drive selection might be available from the list of bootable devices. If so, select one of the USB options from the list to see if HP Recovery starts. If recovery does not start or a non-system disk error displays, restart the computer by pressing the power button, then repeat these steps to select another USB drive. When recovery starts, continue using the steps to complete recovery.
This error can occur during a system recovery when you choose to back up files to an external hard drive. Recovery Manager stops responding, and the Error 1002 message appears.
To resolve the error, follow these steps:
  1. After the error message displays, turn off the computer.
  2. Disconnect the external hard disk drive.
    The backup is still usable.
  3. To continue the system recovery, restart the computer.
  4. Turn on the computer and immediately press the F11 key repeatedly , about once every second, until Recovery Manager opens.
    Figure 38: Recovery Manager
    Recovery Manager
  5. Under I need help immediately, click System Recovery .
  6. Select Recover without backing up your files , and then click Next .
  7. Follow the on-screen instructions to perform a recovery. For more information, see Performing an HP System Recovery (Windows 8) .
    After system recovery is complete, restore files from the external hard disk drive.
If there are corrupt areas on the hard disk drive, errors can occur during recovery. If you are still able to use Windows, use the Hardware Diagnostic Tools to diagnose the problem.
Following the steps in this section might help resolve the following errors:
  • Error 0x1002: Cannot extract the archive
  • Error 0x1003: Cannot create a folder
  • Error 0x1004: Cannot copy the folder source to destination
  • Error 0x1005: Unable to copy file from source to destination
  • Error 0x1006: Cannot load hive
  • Error 0x1007: Cannot create file
  • Error 0x1008: Cannot open registry key
  • Error 0x1009: Failed to move from source to destination
  • Error 0x100A: No system partition found
  • Error 0x100B: CRC error when copy file
  • Error 0x100C: Cannot get drive letter of a path
  • Error 0x100D: Syslock status is in FAIL position
  • Error 0x100E: Reimaging has failed
  • Error 0x100F: bcdedit.exe returned an error while processing command "commandline"
  • Error 0x1010: Cannot find physical hard drive
  1. If you are performing a recovery from recovery discs, remove and gently clean the surface of the current disc using distilled water and a lint free cloth. Reinsert the disc and try again. If the error persists, continue using these steps.
  2. If you are performing a recovery from recovery discs, remove the current disc and examine it for scratches. If the disc is scratched, you can try to repair the disc using an optical disc repair kit. These types of kits use special chemicals that bond to the surface of the disc and fill in the scratches. Disc repair kits can be purchased at electronic stores or stores that sell DVD movies. After the disc has been repaired, reinsert the disc and try again. If the error persists, continue using these steps.
  3. Check the hard drive using the following methods.
    The hard drive test in HP Support Assistant has been removed because of its inability to test in RAID and eSATA environments. To test the hard drive , continue with the instructions in this section.
    Hold the power button for at least five seconds to turn off the computer.
    Turn on the computer and immediately press the F2 key repeatedly, about once every second, until you see one of the following screens:


    If this screen is displayed, continue with the Hardware Diagnostics UEFI .


    If this screen is displayed, see basic hardware testing .
  4. If no problems are found with the hard drive, test the disc drive.
    1. Press the Windows key ( ) + W to open the Settings search field, then type HP Support Assistant .
    2. On the left side of the screen, click HP Support Assistant . The HP Support Assistant window opens.
      Click My Computer .
      HP Support AssistantHP Support Assistant with My Computer selected
    3. Select Diagnostics .
      Figure 40: HP Support Assistant - My Computer
      HP Support Assistant - My Computer
    4. Click HP ODD Check .
      Figure 41: HP diagnostics tools
      HP Diagnostics tools with HP ODD Check selected
      If you are prompted for an Administrator password or confirmation, type the password or provide confirmation. If a User Account Control window asks if you want to allow the program to make changes to the computer, click Yes .
    5. Select the CD/DVD drive you want to check, then click Next in the lower right corner of the box.
      Figure 42: Select the CD/DVD drive to test
      Select the CD/DVD drive to test
    6. Insert a supported non-blank disc, close the disc tray, then click Next .
    7. Follow the on-screen instructions to diagnose and resolve any issues with the disc drive.

Testing the hard drive for problems

A failing hard drive may cause intermittent problems during the recovery process. HP Support Assistant and HP PC Diagnostics UEFI both provide access to tests that can check for hardware failures. HP Support Assistant is accessed through Windows and HP PC Diagnostics UEFI is accessed by pressing the F2 key while the computer is starting.
NOTE:The hard drive test in HP Support Assistant has been removed because of its inability to test in RAID and eSATA environments. To test the hard drive , continue with the instructions in this section.
HP PC Hardware Diagnostics UEFI enables you to test the main components on your computer using quick tests or longer, more comprehensive tests. You can use HP PC Hardware Diagnostics UEFI even if the computer does not open to Windows. Follow these steps to run the hardware diagnostics tests:
  1. Hold the power button for at least five seconds to turn off the computer.
  2. Turn on the computer and immediately press the F2 key repeatedly, about once every second, until you see one of the following screens:


If this screen is displayed, continue with the Hardware Diagnostics UEFI .


If this screen is displayed, see basic hardware testing .
HP PC Hardware Diagnostics UEFI includes two different hard disk tests. The Quick Check takes about five minutes and the Extensive Check can take two hours or longer. If you think the hard drive is failing, first try the Quick Check. If the Quick Check does not find any problems, run the Extensive Check.
Follow these steps to perform the hard disk tests:
  1. Click Hard Disk Test from the HP PC Hardware Diagnostics UEFI main page.
    Figure 43: HP PC Hardware Diagnostics UEFI
     HP PC Hardware Diagnostics UEFI
  2. Click Start Hard Disk Test .
    Figure 44: Hard Disk Test
     Hard Disk Test with Start Hard Drive Test selected
  3. Click Quick Check .
    The hard disk quick check begins.
  4. When the Quick Check is complete, take note of the test results.
    If the hard disk passes the Quick Check, proceed to the next step to run the Extensive Check.
    If the hard disk fails one of the tests, write down the information so you have it available when you contact HP Support. The information is also available in the Error Log, accessible from the HP PC Hardware Diagnostics UEFI main page.
  5. Click Back To Main Menu .
    Figure 45: Hard Disk Test results
     Hard Disk Test results with Back To Main Menu selected
  6. Click Hard Disk Test from the HP PC Hardware Diagnostics UEFI main page.
  7. Click Start Hard Disk Test .
  8. Click Extensive Check .
    The Extensive Check begins. This test can take two hours or longer.
  9. When the Extensive Check is complete, take note of the test results.
    If the hard disk fails one of the tests, write down the information so you have it available when you contact HP Support. The information is also available in the Error Log, accessible from the HP PC Hardware Diagnostics UEFI main page.

Basic hardware diagnostics tests

If the hard drive is not detected or is reporting problems, the following screen is displayed with two testing options: Memory Test, and Hard Disk Check.
Test the hard disk using the following instructions.
  1. Click Hard Disk Check.
    Hard disk check selected
  2. After starting the test, there are two screens displayed: test in progress, and after the test, a pass or fail screen.
    Follow the on-screen instructions if the hard drive check fails.

Frequently asked questions about creating HP recovery media

Why do I get the message, "Recovery disc has been created"?

Due to licensing restrictions, you can create only one HP recovery solution from your computer. This message appears when recovery media has already been created. If you purchased a previously used computer or from a store but the computer was already opened, then recovery media was probably created before you purchased the computer and this message is normal. If the computer is less than a few years old, then you will likely be able to obtain a recovery solution from HP. There might be a charge depending on the warranty status of the computer, the Country/Region the computer was purchased, and the condition that is causing the message. For more information, see Looking for HP Recovery Discs or an HP USB Recovery Drive?

I get an errors when creating discs, what can I do?

Disc compatibility or other software is likely interfering. Safe mode prevents non-essential services and software from opening when Windows loads. Open Recovery Manager while in Windows safe mode to create your discs. For more information about Windows safe mode, see Windows 8 Safe Mode . If problems persist, use new discs of a different, high-quality brand that you trust. HP recommends using the DVD+R format with your drive.

When I try to create a USB flash drive, it does not detect my USB storage device. Why?

The HP recovery manager software is not compatible with many USB storage devices larger than 32GB. HP Recovery Manager displays the total size of the source files when going through the creation process. You can stop at this screen during the creation process to know what size of storage device you should use. Use a storage device that is larger than the size of the source files, but not larger than 32GB.
Also, USB flash drives that are branded with the Windows 8 compatible logo do not work. USB devices with this logo are set up to work with Microsoft's Windows 8 To Go feature and do not display in Windows as an external device. Instead, they function in Windows like an internal hard drive and appear as a Local Disk. Since HP recovery creation software looks for external media, a USB storage device with the Windows 8 compatible logo does not appear in the list of devices (and cannot be used as recovery media).
Figure 46: Windows 8 Compatible logo on USB device product packaging - do not use
Windows 8 Compatible logo

When I create HP Recovery media, does it save software I installed... like Office?

HP recovery restores the software image to its original condition. Any software that was installed later is removed when you perform an HP recovery.
If you want to save all the software on your computer at any given point in time, use Windows 8 to create a system "image". You can then use this system image to restore all software on your computer to the way it was at the time you created the system image. To learn how you can create a system image, see Creating and Using a System Image to Restore Your Computer (Windows 8) .

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
HP.comHP on FacebookHP on TwitterHP on YouTubeHP on Linked InHP on FlickrHP on Google+