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Troubleshooting HP System Recovery Problems (Windows 7)

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This document pertains to HP computers with Windows 7.
Performing a full system recovery takes time (two hours or more, depending on the method you use ) 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 7.
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.

Basic troubleshooting procedures for HP System Recovery in Windows 7

The errors addressed in the following sections are general errors that could occur in any system recovery.
Certain models of HP notebooks may be unable to perform a system recovery due to the wireless button being turned off. In such situations, the computer will display the following error message:
Error Message: The recovery attempt has failed. Please select one of the following buttons
- Details
- Retry
If there are corrupt areas on the hard 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 Hardware Diagnostic steps listed 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
  • Error 0xe0ef0003: Recovery Manager could not restore your computer
  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. On notebook computers, you can test the hard drive and memory from the BIOS. To test the hard disk drive, refer to Testing a Hard Disk from the BIOS . To test the memory, refer to Testing the Memory Using the BIOS Memory Test .
    These tests may need to be run more than once.
    NOTE:If the hard drive, disc drive, motherboard, Random Access Memory (RAM) stick, or any other part needs to be replaced, always make sure the replacement is compatible with the model of your computer before purchase.
  4. Click Start , and then click All Programs .
  5. Click PC Help & Tools , and then click Hardware Diagnostic Tools.
    A window opens and displays a message to close all applications. Close all applications and click OK to continue.
    Figure 1: Close all applications
    Save any documents and close all applications before running diagnostics
    The Hardware Diagnostic Tools window opens.
    Figure 2: Collecting information
    Please wait while Hardware Diagnostic Tools collects information
  6. Click Storage , and then click Run Test for the Hard Drive.
    Figure 3: Hardware Diagnostic Tools
    Hardware Diagnostic Tools
    To learn more about the tools offered in HP Support Assistant, or for information on updating to the most recent version, refer to Testing for Hardware Failures (Windows 7) for desktop computers and Testing for Hardware Failures (Windows 7, Vista) for notebook computers.
  7. If no problems are found with the hard drive, run the test for the CD/DVD drive. If no problems were found with the hard drive or the CD/DVD drive, run the test for the memory sticks.
    These tests may need to be run more than once.
  8. If these tests do not indicate any problems, delete the partitions on your computer, but be sure not to delete the SYSTEM, Recovery, or FACTORY_IMAGE partitions . For more information, refer to the "Removing a partition" section of the support document Partitioning and Naming Hard Drives .
  9. If none of these steps resolve the problem, start the recovery process again, using another method. For more information about the different system recovery methods, refer to Performing an HP System Recovery (Windows 7) .

Troubleshooting an HP System Recovery started from the hard drive in Windows 7

HP computers are equipped with recovery partitions, and can usually be recovered to factory settings without the use of external recovery media (such as discs or USB drives). Use the following sections to troubleshoot a recovery from the BIOS or from the Recovery Manager tool.
Recovery Manager is a program which accesses your hard drive and backs it up periodically. Recovery Manager comes pre-installed on HP computers running Windows 7. If your computer is able to access the Windows desktop, you will be able to access Recovery Manager and use it to automate a system recovery.
The BIOS method of recovery also accesses your hard drive. The BIOS program automatically runs when the computer is turned on and is not opened through the Windows desktop. If your computer is not able to access the Windows desktop or any programs, the recovery process can be started from the BIOS (by pressing the F10 or F11 keys repeatedly) as soon as the computer is turned on.
Before you begin a recovery from the hard drive, be sure there are no USB or external devices attached to your computer. Only hardware which was shipped with the computer, such as the mouse and monitor, should be attached to the computer.
NOTE:If the recovery partition on the hard drive is not functioning correctly, the booting from the BIOS method does not work and an error message appears. If an error message indicates that system recovery cannot be run from the startup screen, a set of recovery discs is needed to perform a system recovery.
For full instructions on how to perform a Windows 7 system recovery from the hard drive, refer to Performing an HP System Recovery (Windows 7) .
The following error message occurs while using the Recovery Manager:
No system partition found
HP and Compaq computers with Windows 7 store recovery software on a recovery partition of the hard drive. If you used disc partitioning software to modify or delete the recovery partition, it might not be possible to run a recovery from the partition.
In this case, recovery must be performed 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 Obtaining HP Recovery Discs or an HP USB Recovery Drive .
BIOS method system recovery problems are commonly caused by a corrupt recovery partition. The best option in this case is to use recovery discs to reinstall the operating system, and re-create the recovery partition.

Troubleshooting an HP System Recovery started from CD or DVD in Windows 7

Recovery discs are one option for completing a successful recovery if the BIOS method cannot be performed. Use the following sections to troubleshoot a system recovery started from a set of recovery CDs or DVDs.
A recovery from recovery discs can be started even if you cannot access the Windows desktop. If you are using discs that you created with the recovery disc creation program, be sure to run the recovery from the same drive that you used to create the discs.
In some areas, recovery discs can be purchased from HP. For more information, refer to Obtaining HP Recovery Discs or an HP USB Recovery Drive .
Before you begin a recovery from discs, be sure there are no USB or external devices attached to your computer. Only hardware which was shipped with the computer, such as the mouse and monitor, should be attached to the computer.
For full instructions on how to perform a system recovery with recovery discs, refer to Performing an HP System Recovery (Windows 7) .
If you are certain your computer has stopped responding after starting the recovery, or it hasn't progressed in two or more hours, do the following:
  1. Exit the stalled recovery process by pressing the Power button on the computer for approximately five seconds, until the power turns off.
  2. Before attempting a recovery again, disconnect personal media drives, printers, scanners, cameras, 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 your own recovery discs, be sure to run the recovery from the same drive you selected when you created the discs. For example, if you used an external drive to make the recovery discs, use the same external drive when you begin the recovery process.
    • 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/DVD drive.
  4. Try running a full system recovery again after the disc cleaning is complete.
  5. If you have tried recovering two more times, and the recovery process continues to fail at the same point, replace the recovery discs or Contact HP , as the computer might require service.
If the CD/DVD drive cannot read 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.
If your computer cannot read the recovery discs, make the CD/DVD drive the default drive your computer boots into when turned on. To change the default drive, do the following:
  • Turn on the computer and immediately press the Esc key repeatedly, about once every second, until the Select Boot Device screen or the Boot Order Menu opens.
    On desktop computers , the Startup Menu opens. Press F9 to open the Boot Menu.
    Figure 4: Startup Menu on desktop computers
    Startup Menu on desktop computers with Boot Menu selected
    Use the up or down arrow key to select the CD/DVD drive, listed under Legacy Boot Sources. Then press Enter .
    On notebook computers , the Boot Option Menu opens. Use the up or down arrow key to select the CD/DVD Drive, and then press Enter .
    Figure 5: Boot Order menu on notebook computers
    Boot Order menu on notebook computers
    Your computer will now automatically boot to the recovery disc in the CD/DVD drive when it is turned on.
    If your computer still does not read the recovery discs, try the following:
  • 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 electronics stores). Insert the recovery disc again after it has been cleaned or repaired, and restart the computer.
  • Update the CD/DVD drive firmware. This solution is especially helpful if you ordered the discs from HP Support. The DVD drive firmware might not be able to recognize 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, refer to the HP support document Downloading or Updating Software and Drivers for HP Computers .
In some cases, the discs might be damaged beyond repair, for example when discs have been left out in the sun. When this happens, perform the recovery from the hard drive, or replace the discs.
The first recovery disc was inserted and successfully completed, but insertion of a subsequent disc opens a window that asks for the same disc to be inserted again. For example, Disc 1 has completed and a message displays asking to insert Disc 2. After inserting Disc 2, a message displays again asking you to insert Disc 2.
If this happens, verify that the disc you are inserting is the correct disc. If it is the correct disc, reinsert the disc. You may need 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 recovery process continues.
In rare cases, a disc set might be mislabeled. If you have tried many times to reinsert the disc and you are certain it is mislabeled, insert and reinsert a different disc that has not already been used, until the recovery process continues.
If the recovery process stops responding when using discs, check the following:
  • Clean the discs with disc cleaner or scratch filler and try again.
  • Check that the data on the discs are good. You can use HP Hardware Diagnostics to run a CD/DVD drive data test. For more information on HP Hardware Diagnostics, refer to HP Desktop PCs - Testing for Hardware Problems Using Hardware Diagnostics (Windows 7) for desktop PCs or HP Notebook PCs - Testing for Hardware Failures (Windows 7, Vista) for notebook PCs. Alternatively, copy 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 may be corrupt and the discs need to be replaced.
  • If you replaced a standard non-Advanced Format hard drive with an Advanced Format ( ) drive, System Recovery might not recognize the drive or partition - depending on the type and size of the 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 resolve the issue. If problems persist, it might 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 the hard disk drive on your computer was replaced, you can download CyberLink Recovery Discs utility, a software program that resolves an issue when recovery discs sent from HP do not work on a new hard drive. To download and install the program, refer to the CyberLink Recovery Discs Utility page.
  • 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 occurs 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.
The following error occurs when using recovery discs that were made for another computer, and can also be caused by a faulty CD/DVD drive or an outdated Intel Rapid Storage Technology (Intel RST) RAID driver. Also, on rare occasions, this error can occur when data on the hard drive was not configured correctly at the factory:
Recovery software does not recognize the recovery discs
To correct this error, test your CD/DVD drive, install the most up-to-date Intel RST RAID driver, or obtain the correct recovery discs from HP. To buy recovery discs, see Obtaining HP Recovery Discs or an HP USB Recovery Drive .
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.
The following error message is displayed when trying to perform a recovery using recovery discs that you created:
Error 1012
To resolve this error, close the Recovery Manager, and update the firmware for your CD/DVD drive.
  1. Download and install any available DVD drive firmware updates from HP that match the type of CD/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 Downloading or Updating Software and Drivers for HP Computers .
  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 hard disk drive on your computer was replaced. If the hard drive was replaced, download CyberLink Recovery Discs utility, a software program that resolves an issue when recovery discs sent from HP do not work on a new hard drive. To download and install the program, refer to the CyberLink Recovery Discs Utility page.
  • The motherboard on your computer was replaced with a motherboard that is not the same replacement part. If so, a new operating system must be installed or the motherboard must be replaced with the same type of motherboard that originally came with the computer.
Sometimes the "System recovery discs do not support this computer" error message appears on desktop computers which are using discs with the wrong Software Build ID number. Make sure you have the correct recovery discs by following these steps:
  1. Get the Software Build ID number for your desktop computer:
    • For computers still able to open into Windows, press CTRL + ALT + S .
      The HP Support Information window opens.
      Figure 6: HP Support Information window, with the Software Build number highlighted
      HP Support Information window, with the Software Build number highlighted
    • For computers which cannot open into Windows, look on the bottom of your computer for a sticker with the Software Build ID number.
      Figure 7: Sticker with the Software Build ID highlighted
      Sticker with the Software Build ID highlighted
  2. Compare the Software Build number to the build number on the recovery discs, and do the following:
    • 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. Contact HP to have your computer serviced.
    • If the number on the recovery discs is not the same as the Software Build number, obtain the correct recovery discs. For more information, refer to Obtaining HP Recovery Discs or an HP USB Recovery Drive .
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). The following message appears:
Windows Setup could not configure Windows to run in this computer Hardware
When this happens, changing the SATA Mode setting (AHCI, IDE, RAID) in BIOS setup to an alternate setting might work. See one of the following documents for information about changing BIOS settings.
If problems persist, it might 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 an HP System Recovery started from a USB drive in Windows 7

Use the following sections to troubleshoot a system recovery from a USB drive.
Similar to making recovery CDs or DVDs, recovery media can be stored on USB flash drives and used to recover your computer when Windows desktop cannot be accessed.
Before you begin a recovery from a USB drive, be sure there are no other USB or external devices attached to your computer. Only the recovery USB drive and the hardware which was shipped with the computer, such as the mouse and monitor, should be attached to the computer.
For full instructions on how to perform a Windows 7 system recovery from a USB device, refer to Performing an HP System Recovery (Windows 7) .
To use a USB flash drive to perform a recovery, you must select the drive in the Boot Menu upon system startup. To change the default drive, do the following:
Turn on the computer and immediately press the Esc key repeatedly, about once every second, until the Select Boot Device screen or the Boot Order Menu opens.
On desktop computers , the Startup Menu opens. Press F9 to open the Boot Menu.
Figure 8: Startup Menu on desktop computers
Startup Menu on desktop computers with Boot Menu selected
Use the up or down arrow key to select the USB drive, listed under Legacy Boot Sources. Then press Enter .
On notebook computers , the Boot Option Menu opens. Use the up or down arrow key to select the USB Hard Drive, and then press Enter .
Figure 9: Boot Order menu on notebook computers
Boot Order menu on notebook computers
Your computer will now automatically boot to the recovery media in the USB drive when it is turned on.

HP System Recovery error after backing up files in Windows 7: Error 1002

The following error can occur during a system recovery when you choose to back up files to an external hard drive. Recovery Manager stops responding and displays the error code:
Error 1002
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.
  5. Under I need help immediately, click System Recovery .
    Figure 10: Recovery Manager
    Recovery Manager
  6. Select Recover without backing up your files , and then click Next .
  7. Follow the on-screen instructions to perform a system recovery.
    After the system recovery is complete, restore files from the external hard disk drive.