Trying to factory reset my Helios 700 using recovery USB from Acer, but USB will not boot.

Gr3yWolf
Gr3yWolf Member Posts: 22

Tinkerer

edited November 2023 in 2020 Archives
As the title says, i want to factory reset my Helios 700. I have a recovery USB from Acer, but when i try to boot from the USB i either get the error message "Security Boot Fail", or after then disabling secure boot and selecting the USB as the boot device i then get just a black screen and nothing happens no matter how long i wait.

As i said this recovery USB (32GB) is from Acer and seems to contain a lot of data (approx 16GB of it). There is a sticker on the back of the USB containing 1 short number (8 digits), a long number (22 numbers/characters) and under that W10HML64 / which i am guessing is identifying the OS that is on there.

On the drive there are the following files/folders:

Boot
data
EFI
sources
$NAPPHDD_V3.00.3017_amd64_RS4RTM.....
AcerUSBRecovery.tag
bootmgr
bootmgr.efi
NappDeploySetting.xml
USBStickInfo.txt

If anyone can help that would be great.

Thanks in advanced
«1

Answers

  • I would first try to press alt + f10 before the acer logo:
    About your question, what happens when you change satamode to ahci?
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  • Gr3yWolf
    Gr3yWolf Member Posts: 22

    Tinkerer

    Hi, thanks for the reply.

    Pressing Alt+F10 gives me this - 

    Also there appears to be no option to change the SATA Mode within the bios.

    Your help is appreciated.

    Thanks

    PS. I need to restore from the USB and not by using the windows 10 recovery as when i got the laptop i cloned the OS/HDD from my previous laptop as to try and not lose all my files/programs, but since doing that i have had issues. So i need to install the windows 10 version that is for this specific laptop and that is on the USB that came from Acer.
  • Gr3yWolf
    Gr3yWolf Member Posts: 22

    Tinkerer

    Anyone any ideas how to get the USB to boot?
  • Gr3yWolf
    Gr3yWolf Member Posts: 22

    Tinkerer

    Well i think i got it to work, only issue now is that Acer Recovery just wiped drive D: for no reason, its not even the OS drive - there were no prompts, no confirmation, no warnings, no info about which drive it was about to try and recover, nothing, it just started and erased all my data from drive D: without any permission. Ive just lost almost 1TB of data... I am not happy at all.

    Only thing the Acer recovery said was, press next to continue, after that, that was it, it was just on autopilot.

    Ive just lost everything in a matter of minutes, what kind of terrible recovery software is this? Again, drive D: had NOTHING to do with the OS at all, so why has is just wiped drive D?

    Oh and drive C: the actual OS drive is just fine, didnt touch that.

    I want answers...
  • Are all your files on the other hard drive? See that this video advises you to disconnect the other hard drive or ssd, just so that there is no loss of files:
    Did the program delete the files on the two ssds or hdds?
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  • Gr3yWolf
    Gr3yWolf Member Posts: 22

    Tinkerer

    edited August 2020
    Thanks for the reply.

    At no point was i warned by the recovery software that i should remove the internal HDD, i watched the video you posted and i cant find the point where it says to remove the internal HDD to avoid data loss on it... more to stop it attempting to boot into the OS on that drive.

    To answer your question: No, nothing on the 2 SSDs was deleted or touched, it just wiped drive D which had no OS on it, just all my games, music, movies, photos, documents etc... all of which i had no backups of. As i said, at no point did the recovery software (which looks different than that of the video, being all green, not blue) ask which drive i wanted to recover onto, nor did it warn me that drive D would be wiped; the only user interaction was at the beginning of the process which just said something to the effect of, welcome to acer recovery, press next to continue... so i pressed next and that was it, drive D was wiped, drive C (the OS drive, which i wanted recovered) was left completely untouched. Oh and btw, although it tried to recover to drive D, drive D was not even bootable after all that, just came up with a black screen with white text saying there was an error of some sort, so it couldnt even get that right.

    Also as a side note, i never got the USB recovery drive to boot, despite it being ordered and sent directly from Acer, what i did was to just copy all the files onto an external HDD and try to boot from that and it worked first time, no idea why the USB will not boot, it just gives a black screen and wont load.
  • Commodore_1995#
    Commodore_1995# ACE Posts: 98,322 Trailblazer
    edited August 2020
    What I suggest you do, is that you disconnect the ssd or the hdd on which the files were deleted and then connect it to some external usb adapter to try to recover the files. There are some programs that recover files that have been deleted. One question: did you partition a single ssd into C:\ and d:\ drives? Or are they two different ssds?
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  • Gr3yWolf
    Gr3yWolf Member Posts: 22

    Tinkerer

    Thanks for the suggestion.

    The 2 SSDs are both for the OS, they are in RAID, 512GB each giving 1TB for drive C. Drive D is a separate 1TB HDD, which contained all my data, not relating to the OS which is on the 2 SSDs and is still intact... which is why i cannot understand why the Acer recovery wiped drive D which is completely separate, again no warning given, and no option given to select which drive to recover.
  • Are you sure that all files on the d: \ drive have been deleted? Can you send a picture of windows disk management?
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  • Gr3yWolf
    Gr3yWolf Member Posts: 22

    Tinkerer

    Yes i am sure all files have been erased, before this happened the drive was almost full, containing over 900GB of data, now upon opening drive D there are just 2 folders which were created by Acer recovery, one labeled 'OS', the rest of the drive is empty with there being over 900GB free space.

    Ive now taken the drive out as per your advice so i cant show you it in disk management at the moment.
  • I advise you to send the hard drive to any company that retrieves the files from the hard drive. There are also some programs that recover the files from the hard disk, such as RECUVA.
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  • Gr3yWolf
    Gr3yWolf Member Posts: 22

    Tinkerer

    I tried using recuva, but most of the files have been given strange names, mainly just symbols, as such i cannot identify the files. Also over 16gb of data appears to be completely overwritten. There are companies that recover lost data, but this comes at a cost, and personally i should not have to be paying out money to recover data that should never have been wiped.

    I have since attempted to do the recovery again, but for some reason it yet again will not work. I can get the recovery to boot - but only after altering the files/folder structure on the USB - if i leave the files on the USB as they where from Acer (which i listed in my original post), the USB will not boot at all, it just hangs on a black screen.

    To get the USB to boot into Acer Recovery i had to put all files/folders from data\FD.NZDA0.00R into the root of the USB. FD.NZDA0.00R contained the following:

    boot
    patches
    efi
    sources
    bootmgr.efi
    bootmgr
    pbfix.dat
    systemcd.dat

    After this it will boot from the USB, but unpon trying to start the recovery process i get several errors. I will post screenshots later.

    Do you know what the file/folder structure should look like on the USB? If so then i can try to arrange it that way and hopefully it will work.
  • Gr3yWolf
    Gr3yWolf Member Posts: 22

    Tinkerer

    This is one of the errors i am getting with the USB recovery: 


    I have tried everything i can think of to get this to work, but it just wont. The only time it seemed to complete was when i had drive D installed and then it wiped all my data from it.

    I need to know if the files on this recovery usb are as they should be.

    I have also attached the log file generated.
  • Gr3yWolf
    Gr3yWolf Member Posts: 22

    Tinkerer

    More error screenshots:




    Hope this helps.
  • I advise you to disconnect the hdd d: \ immediately from the computer, so that the data is not overwritten and definitely lost. I advise sending the hard drive to a company that performs data recovery. There is no other option.

    About the problem with erecovery, what happens when you change sata mode to ahci in bios?
    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
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  • Gr3yWolf
    Gr3yWolf Member Posts: 22

    Tinkerer

    As stated previously i have already removed the HDD from the computer, also as mentionened earlier there is no option in the bios to change SATA mode.

    I have done everything within the bios that i can do, making sure acer D2D recovery is enabled, changing secure boot options, making sure the USB has boot priority etc, etc.

    I am open to other suggestions.
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited August 2020
    Gr3yWolf seems to me your acer recovery partition got corrupted somehow and the usb drive you have from acer was probably not properly created either via the windows recovery drive (if you had paid for it contact acer in order to get it sorted and they would have to  provide you with a working drive i usually use 16gb drives as higher than that may create issues and smaller the same) so seems to me you only option here its to try to backup whatever you need from that system drive before you format it and install windows via windows media creation tool and forget the acer flavoured windows completely regarding changing to sata ahci most bios will not allow it especially all latest models only some 2017 models still allow that to be changed in the bios and only on older bios versions good luck

    And yes the acer recovery drives provided by acer arent supposed to prompt you with anything they will just install a clean fresh OS they arent supposed to recover anything at all the meaning of recovery its a fresh clean install and thats about it and formatted your hdd because most probably somehow didnt detected your raid 0 ssds conf so jumped to the next drive available thats how it works unfortunately so my advice here is only use a official acer recovery drive if you really need to perform a full format and a OS clean install and have no access to the acer recovery partition ALT+F10 neither had created your own recovery drive on windows  


    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
    GPU: Nvidia GTX 1050-Ti (Mobile) - 41.9%
    SSD: WDC WDS200T2B0B-00YS70 2TB - 71.4%
    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

    Owner/Admin (HOTEL HERO/Red-Sand/Opoka Opoka)
    https://www.facebook.com/groups/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • Gr3yWolf
    Gr3yWolf Member Posts: 22

    Tinkerer

    Thanks for the reply xapim

    I am not sure how the recovery partition may have been corrupted, but for sure it isnt working so something must have happened.

    I am aware that recovery means a clean install of windows/factory reset - that is what i want.

    I could just install windows via the media creation tool for sure, but the reason i want the 'Acer flavored' version is because some of the acer software has extra features that are not available with the non Acer version of windows - for example, the predator sense software is missing the cpu overclocking option with the standard windows version and only shows up with the Acer version.

    Is the no way to just download all the required USB recovery files and use them to replace the ones on the USB drive currently?

    Thanks
  • xapim
    xapim ACE Posts: 7,253 Pathfinder
    edited August 2020
    Gr3yWolf thst very weird PS should work fine on any windows the only difference from the acer windows flavoured its the pre installed software/drivers nothing else i have PS even working on an aspire 5 and spin 5 for testing purposes only

    And no theres is no way to download the recovery drive as i stated many times in this community what everyone should do the first time they boot the device its to get a 16gb usb drive and create stock recovery usb drive before any updates for safe keeping as windows updates will also update the recovery partition to the latest windows build and no way to get back  :)


    https://www.userbenchmark.com/UserRun/11532543

    UserBenchmarks: Game 43%, Desk 61%, Work 40%
    CPU: Intel Core i5-7300HQ - 63.5%
    GPU: Nvidia GTX 1050-Ti (Mobile) - 41.9%
    SSD: WDC WDS200T2B0B-00YS70 2TB - 71.4%
    HDD: WD WD10SPZX-00HKTT0 1TB - 93.7%
    RAM: Kingston HyperX DDR4 2666 C15 2x16GB - 76.8%
    MBD: Acer Predator G3-572

    I'm not an Acer employee. (just here to help in the best way i can)
    If my answer fixed you issue please accept it for any other users who search for it would find it quickly thanks :)
    If you want to learn more about undervolting/optimizing windows join the Predator fb group and youtube channel:

    Owner/Admin (HOTEL HERO/Red-Sand/Opoka Opoka)
    https://www.facebook.com/groups/PredatorHelios300
    https://www.youtube.com/channel/UCNJwGUHxSJ8FKqAhnOqQuAw
    Acer support:
    https://www.acer.com/ac/en/US/content/service-contact
    http://www.acer.com/worldwide/support/  


  • Gr3yWolf
    Gr3yWolf Member Posts: 22

    Tinkerer

    Do you happen to know what the normal size is for the recovery USB? The one i have seems unusually large at 16.6GB, im thinking that maybe there are more files on the USB than there should be and maybe its confusing things(?)

    I have contacted Acer support to ask if they can either replace the USB or somehow send me the files to replace the ones on this USB, hopefully i will get a response soon.