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Andy, Computer Consultant
Category: Computer
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Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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My HP 15 is saying it basically may need a factory restore?

Customer Question

Good morning my HP 15 is saying it basically may need a factory restore? I don't understand?
JA: Can you guesstimate how old your HP is? And just to clarify, what's the exact model?
Customer: it was purchased in March or April of 2015. However it has barely been used...should be like new Condition
JA: How long has this been going on? What troubleshooting have you tried?
Customer: basically been all night
JA: Anything else you want the electronics expert to know before I connect you?
Customer: Yes, this computer has always been slow needed constant updates and basically I have been unhappy with it from the beginning. However, due to certain life events, I have not acted upon ever contacting support. Like I said I hardly use it because it is so slow
Submitted: 9 months ago.
Category: Computer
Expert:  Byron replied 9 months ago.

Hi. My name is***** your for your question and the opportunity to assist.

With the laptop off, turn it on and immediately start tapping the ESC key to pull up the startup menu.

Use the arrow keys to select F11 - Recovery and press Enter.

If the laptop still has Windows 8.1 select Troubleshoot>>Reset your PC>>Remove Everything

and run the reset to set it back to its new condition.