Windows 10 reset removed everything, whereas I chose "Keep my files"!!!

Lebamang Phakoane 1 Reputation point
2022-05-10T19:19:56.25+00:00

Hello.

Laptop specs:
HP 255 G6
AMD E2-9000e Radeon R2, 1.50GHz
8GB RAM
Windows 10 Home

Question:
My laptop recently had network adapter issues (All adapters were disconnected, why? I Don't know), and NONE of the solutions I found online helped! I couldn't turn on or off the wifi because it did not show on the Taskbar, only the Flight Mode option. I could not even access the settings app because it kept on shutting down before I could do anything. So, I had to reset it as a means to repair that; this was the ONLY way.

Note: I've reset my laptop once before, and it restarted back fine. I chose the option to "Keep my files", and it operated accordingly.

The OS before the reset was Windows 10 21H2 (activated, fully functional). After the reset, it's now Windows 10 2004 (deactivated, needs to be activated.)

I did the same process again: Selected "Keep my files" before resetting, but when the laptop booted up, EVERYTHING was gone. It's now left with factory files, my personal files are gone, and this time, it says Windows is not activated! How can my personal files be deleted when I said "Keep my files"? Why would resetting it deactivate Windows when it was fully activated and operational before? Please, may someone help me out here.

Thank you.

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A Microsoft operating system that runs on personal computers and tablets.
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Windows 10: A Microsoft operating system that runs on personal computers and tablets.Setup: The procedures involved in preparing a software program or application to operate within a computer or mobile device.
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  1. Limitless Technology 39,356 Reputation points
    2022-05-13T07:56:10.787+00:00

    Hi LebamangPhakoane-7835,

    Unfortunately, it sounds like something went wrong with the reset process as you have landed with an old and unsupported version of Windows 10 (2004). I assume that the network adapter issue is resolved? My suggestion would be to run the PC through all windows updates in order to bring it back into line with the latest release. Your files are no longer on the device, and therefore, lost. You may be able to run file recovery software, but it's unlikely to be fruitful after a system reset.

    Did you follow this guide:

    https://support.microsoft.com/en-us/windows/how-to-refresh-reset-or-restore-your-pc-51391d9a-eb0a-84a7-69e4-c2c1fbceb8dd

    --If the reply is helpful, please Upvote and Accept as answer--

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