3 Posts
0
5602
Support Assist Recovery - Reset
Hello
I’m trying to reset my Dell 9300 using the Reset and Update option, the Reset to Factory is greyed out, and the reset always fails at the “Extracting Driver Files” step.
Any help will be greatly appreciated.
Thank you!
Dharrison93
3 Posts
1
August 19th, 2021 15:00
Hey guys. Sorry about the delayed reply but I’m back up and running again.
If anyone stumbles upon this thread. As long as you get past the “Apply Recovery Media” you should be able to get going again.
Select the “Repair Software” option in the OS Recovery tool. This will allow you to boot into Windows. Once booted go to the Recovery page in Settings and select Reset this PC. Windows will take it from there.
Dharrison93
3 Posts
0
August 16th, 2021 18:00
Now the reset is failing on “Apply Recovery Media”
lmacri
3 Apprentice
3 Apprentice
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1.2K Posts
1
August 17th, 2021 07:00
Hi Dharrison93:
What is your Dell computer model (e.g., do you have an Inspiron 9300, XPS 13 9300, etc.) and Window operating system, and do you know if the latest SupportAssist OS Recovery v5.4.3.15135 is installed? (Note that the support article Restore Your System Using Dell SupportAssist OS Recovery has separate instructions for SupportAssist OS Recovery v5.x vs SupportAssist OS Recovery v4.x.) Has your Dell service warranty expired yet?
I'm not sure if you wanted to use the "Reset and Update" cloud restore option (which requires an active internet connection) to reinstall Windows or if you actually wanted try the the more extreme "Reset to Factory Settings" (i.e., to perform a full reset back to factory condition with the original Windows OS, software and drivers installed at the factory that will remove all your personal data), but if the "Reset to Factory Settings" appears greyed out as shown in the image below did you try clicking on that option to see if can be selected?
If you have a Win 10 OS have you tried using any of the built-in Windows repair or restore options described in the Laptop Magazine article How to Repair and Restore Windows 10 instead of using Dell's SupportAssist OS Recovery? On some computers restarting your computer and immediately pressing the F11 key (i.e., as soon as the Dell logo appears and before Windows finishes loading loads) will open the Windows 10 Advanced Startup Options menu but if that doesn't work see the companion article How to Get to Windows 10's Advanced Startup Options Menu and/or TenForums tutorial How to Boot to Advanced Startup Options in Windows 10 for alternate methods. The MS support article Recovery Options in Windows has a guide to choosing the appropriate repair or restore option if you want to access this Advanced Startup Options menu to use the built-in Win 10 recovery environment (WinRE).
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64-bit Win 10 Pro v20H2 build 19042.1110 * Firefox v91.0.0 * Microsoft Defender v4.18.2107.4 * MB Premium v4.4.4.126-1.0.1413 * Dell SupportAssist v3.10.1.23 * Dell SupportAssist Remediation v5.4.3.15135 * Dell Update for Windows 10 v4.3.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, Toshiba KBG40ZNS256G 256 GB NVMe SSD, Intel UHD Graphics 620
XPS_Man
5 Practitioner
5 Practitioner
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2.4K Posts
0
August 18th, 2021 00:00
If you are reaching the point Apply Recovery media, means it was able to download the image so not an issue with Internet Connection.
Did you make any changes in BIOS ??
Reboot to BIOS and RESET it to default
Ensure that Sata Operation : Must say RAID
Secureboot should be enabled