When attempting to use the Factory Recovery tool to restore NewTek products to factory configuration or to create a user backup, the process fails to load recovery options and hangs on a command line interface with grub> prompt.
When upgrading Windows 10 to version 2004 or later, sometimes Windows may create a new recovery partition for itself if it detects that there is no sufficient space following the partitions the OS resides. On NewTek products that shipped with Windows 10 versions without a Windows recovery partition, through the process of the upgrade, Windows will shrink the partition where the OS resides and create a new partition for OS recovery.
This is not a problem for normal operation of NewTek products, until the Factory Recovery or User Backup creation tool features are accessed. The factory restore feature is structured to utilize a recovery partition located at the end of the system drive in the following configuration.
Disk 0 default partition layout
Through the Windows update process starting with Windows 10 version 2004, a new partition is created by shrinking the original Windows residing partition to bring it inline with Microsoft’s suggest partition layout for UEFI-based PCs. The result is an extra partition that sits between the original Windows partition and NewTek’s Factory Recovery partition.
Disk 0 default partition layout
In this new configuration the NewTek provided recovery scripts are no longer able to find the Factory Recovery partition on the system drive. To resolve this issue and restore function of the Factory Recovery and Create User Backup feature, NewTek has published new scripts that will search for the Factory Recovery partition and revert the TriCaster to the original state as shipped from the factory.
Caution: these steps are complicated and carry some risk. If you make an error in entering these commands, you could put your device in a no-boot situation, and possibly lose data you have stored on the device. The following process assumes the user is familiar with memory drive layouts, configurations, partitions, UEFI commands, BIOS instructions, boot order, and bootable media.
The following steps are for systems that shipped with Windows 10 from the factory. These instructions are not applicable to Windows 7 devices. Please reach out to your local NewTek reseller if you have any concerns about completing these steps.
- Download the Factory Recovery scripts disk image here: https://downloads.newtek.com/Utilities/SystemRecovery/usbrescue.2021.12.29.zip
- Write the image file byte for byte to USB media to ensure device is bootable. (There are many useful tools to accomplish this step. We have tested with Etcher. https://www.balena.io/etcher/)
- Attach the USB key to the NewTek product
- Shutdown the machine, power on, then press the F2 or DELETE key on the keyboard as the system boots.
- Edit the boot order to select the USB key as the primary boot device. Make note of what drive is currently set for boot. This will be needed in step 9. (Due to the large number of UEFI and BIOS menus and combinations, we are unable to provide specific detail on where this menu is located. However, it will generally be found under the “BIOS” or “Boot” heading in the top level menu selector).
- Save changes and Boot to the USB Key.
- Select “Factory Restore” from the resulting menu option. (Note: This process will search for the original Factory Recovery partition and use that to restore the drive to the original as shipped from factory Windows OS, software builds, and drive partitioning. If the first run of the program does not find the recovery image in the original position it may display an error stating that "recovery can not continue." In this case, the recovery tool will automatically attempt to locate the correct partition and is no cause for concern.)
- You will then arrive at a familiar prompt with the option to recover to the original “as-shipped” configuration. Additionally, the tool provides the ability to create a User Backup of the current Windows Install. This can be used to make a backup of the system to a separate physical drive including the Windows Updates if desired (Note: if creating a User Backup, please use a fresh clean drive with adequate storage).
- Once either Factory Recovery or Create User Backup is complete, power down the system, remove the USB key, repeat steps 4-6 to change the Boot priority to the original internal drive noted in step 5.
- Save changes and Boot to the internal system drive.