# 500-164 HP model: backed up my files in 2 external hard drives, and then made recovery, came back and recovery error

I saved my files to two external hard drives and then did a recovery.  After the end of the recovery, it says error recovery and no change to the computer.    I left that screen and booted up, but the computer does not go to the lock screen.  Circle of HP logo lights up and goes, but nothing happens.

How can I get to the lock screen?   I have tried F11 and Esc.

BreBruce-Tampa

Your post shows your PC than the execution of win10, but it comes preinstalled with Win8x.  This means that at some point, you've done setting at Win10 level, and unfortunately, that corrupts the information of HP recovery: HP Recovery Manager blocked after Windows 10 Upgrade - HP Support Forum's - 5170752

Once you do this upgrade, the ONLY way to perform a recovery after that use HP recovery media.

Ordinarily, I advise to use HP recovery media to restore your PC to its original state. That would erase the entire disk, format the drive and install the operating system, drivers and utilities HP.

Unfortunately, there is no support of HP recovery related to HP for your PC Product Page. This could be an oversight by HP, or it could also mean that HP stock is no longer the recovery media for your PC.

You can try to contact the HP customer directly, using the links below, to see if you can order them if:

If you live in the United States or the Canada, details are on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact details are on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: once you get through, stay on the line until you are finally able to talk to someone ' one - it can take a while!

---------------------------------------
However, HP customer care is generally not available on weekends, so you will have to wait until Monday to contact them.
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If HP no longer provides a recovery media for your model, a few other sites, you should check are: http://www.computersurgeons.com/ and http://www.restoredisks.com/

Good luck

Tags: HP Desktops

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