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I have an HP ENVY that has Windows startup gone bad and

Customer Question
I have an HP...

I have an HP ENVY that has Windows startup gone bad and won't restore itself. I downloaded system recovery in a USB and DVD . Tried both but not successful. I can't wipe it completely because I work at a courthouse and PC belongs to DA.

Technician's Assistant: Just to clarify, what's the exact model of your HP? And what operating system are you running?

ENVY 27

Technician's Assistant: Have you installed any updates recently?

Had power failure and unit went down

Submitted: 11 months ago.Category: Computer
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Answered in 12 minutes by:
9/14/2017
Tech Support Specialist: Dan, Computer Support Specialist replied 11 months ago
Dan
Dan, Computer Support Specialist
Category: Computer
Satisfied Customers: 2,592
Experience: 25 Years working with computer troubleshooting and networking. Comp TIA A-Plus Certified.
Verified

Hello and thank you for your question. I look forward to assisting you today. About the only thing you can do to salvage the files from the hard drive are to remove the drive from the computer, and use a USB adapter to connect it to another computer to copy those files. I can instruct you if you would like to proceed?

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Customer reply replied 11 months ago
No I can do that myself thanks
Tech Support Specialist: Dan, Computer Support Specialist replied 11 months ago

Very well. Please let me know if you need any assistance and I would be happy to help you.

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Customer reply replied 11 months ago
DAN, I removed the hard drive and placed it on a USB tray and hooked it up to another computer. The only file showing is a recovery file that is 17 gig in size.
Tech Support Specialist: Dan, Computer Support Specialist replied 11 months ago

What version of Windows are you using?

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Customer reply replied 11 months ago
8.1
Customer reply replied 11 months ago
Using Widowd 8.1
Tech Support Specialist: Dan, Computer Support Specialist replied 11 months ago

Go to Control Panel then File Explorer Options then view and check Show hidden files and uncheck the four selections below that.

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Tech Support Specialist: Dan, Computer Support Specialist replied 11 months ago

Any luck?

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Customer reply replied 11 months ago
I copied the recovery files that were showing but even after I enabled hidden folders his docs still didn't show up. I do get a command prompt and it shows 500gig of data in the users folders . I'm going to try xcopy and see if I can copy that 500gig to an external drive.
Tech Support Specialist: Dan, Computer Support Specialist replied 11 months ago

You may need to use a data recovery program to access all of the files.

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