I'm working on an HP laptop (model 15-dy2131wm) for my father-in-law. It was stuck on the HP boot screen. I attempted to access recovery mode, but it wouldn't load, so I decided it needs a fresh Windows installation. I tried using a Windows media USB to reinstall, but it doesn't recognize the USB drive and asks for a storage driver. I also tried the HP Cloud Recovery Tool, but it just goes to a blue screen after a few minutes. I attempted to download a driver from HP's support page for the storage device, but that didn't work properly either. I ran the built-in diagnostics and there were no hardware issues detected. Should I contact HP for the right driver to reinstall Windows, or could there be a hardware problem? Any advice would be much appreciated!
4 Answers
What I recommend is downloading the HP Cloud Recovery Tool using another Windows computer. Enter the model and serial number to create a new recovery USB flash drive. Then, plug it into your laptop and hit F9 or Escape then F9 during startup to boot from the USB.
To help with the blue screen issue, could you check if you have any dump files? If you can access Windows or Safe Mode, look in C:WindowsMinidump for any crash logs. You can zip those files and share them on a file hosting service like Catbox or MediaFire for better analysis.
Also, make sure to check your BIOS settings. The SATA mode should be set to AHCI and the boot mode should be UEFI, not Legacy.
When you mention the HP Cloud Recovery Tool blue screening, what specific error do you get when booting with the Windows USB? A picture of that error would be super helpful.
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