Windows 10 Laptop hanging during Windows 10, version 1803 Update

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calanan

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Sep 1, 2015
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My Windows 10 HP G72-B75CL Notebook keeps hanging during the windows update of Updates for Windows 10 version 1803 - it will sometimes get to about 70% or so then just hang at a totally blank screen or sometimes hang at about 81% and just hang at that point with the circle of animated dots also freezing. In either case, I have to force power off, after which Windows will automatically restore the previous version.

I feel like I am giving the machine plenty of time to complete (around an hour) before powering down but am I just not waiting long enough?

FYI this laptop was unused for quite a long time, over a year, and is catching up on loads of Windows Updates, the rest of which all installed successfully.

I've attached the required log files.

sfcfix:

SFCFix version 120.105.0.0 by niemiro.
Start time: 2019-02-19 16:51:07.166
Microsoft Windows 10 Build 10586 - amd64
Not using a script file.




AutoAnalysis::
SUMMARY: No corruptions were detected.
AutoAnalysis:: directive completed successfully.




Successfully processed all directives.



Failed to generate a complete zip file. Upload aborted.


SFCFix version 120.105.0.0 by niemiro has completed.
Currently storing 0 datablocks.
Finish time: 2019-02-19 16:58:44.780
----------------------EOF-----------------------
 

Attachments

Hello and welcome!

I would recommend that you try 1809 build and attach setuperr.log and setupact.log in case it fails.

However, attempt the upgrade from the iso:

  1. Download the Media Creation Tool and save this to your desktop. Go ahead and run this as well. Note: Click the Download tool now button when you get to this link.
  2. Accept the License Agreement
  3. Download the ISO file to your desktop.
  4. Double-click on the ISO and then run the setup to try and upgrade your machine.
We want to get the ISO so that you don't have to keep downloading which can take hours.
 
My apologies for the delay. I was able to download the tool and create the ISO, however I have not yet run it. The laptop has a faulty battery, I was waiting for a new one to arrive before proceeding, which I now have.

Unfortunately, the laptop is now getting stuck at the boot screen (attached) and I'm not able to get past it. I was following the directions to calibrate the battery by letting it drain to 0%, I charged it to 100%, but now when I try to boot it locks up just past the Windows 10 splash screen.

I've tried all the Windows and HP options to try to repair Windows but nothing is working. Is there a way I can access the event or boot logs for you to determine what's happening? During one of the boot attempts I did see a restore point from February 20th, I didn't select it at the time (I chose a repair option) but ever since I've not been able to find that same screen to use that restore point.

[Edit: On the attached photo the dots are not stuck spinning as usual, rather they are frozen in place.]
 

Attachments

  • win10stuck.jpg
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The test(s) I ran passed.

I did see the note that "4. If SeaTools comes up OK, run HDD manufacturer's diagnostics" but that tacktech.com page lists Samsung (my HD manufacturer) as a within the Seagate family, so is the SeaTools test sufficient?
 

Attachments

  • hdtest20190303.jpg
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No, I downloaded the 1809 build and created an ISO but I never attempted the upgrade. The machine shut down when the battery drained and ever since I can't get past that Windows 10 splash screen.
 
No I can't even get hat far into the boot process. When powering on I first briefly see the blue Windows logo (on black screen) and spinning dots, then the Windows logo disappears and I'm left a screen that is frozen (as in my screen shot in post #3).
 
I am trying that now, sorry, I wasn't thinking straight...I hit Escape for startup options and was able to get into the settings to enable Safe Mode. That said, I just got in! What can I provide in Safe Mode that can help you?
 
Disabled everything, rebooted, same symptom. The machine is unresponsive (num lock LED is stuck on, etc.). I can hear the hard chruning along right up until the freeze happens then it goes silent right when the screen freezes. I thought maybe the replacement battery was to blame, but even after I removed it from the laptop it freezes at the same point.
 
Okay, go back into Safe Mode and do the following:

Step#1 - FRST Scan

1. Please download Farbar Recovery Scan Tool and save it to your Desktop.
Note: You need to run the 64-bit Version so please ensure you download that one.
  1. Right click to run as administrator. When the tool opens click Yes to disclaimer.
  2. Please ensure you place a check mark in the Addition.txt check box at the bottom of the form before running (if not already).
  3. Press Scan button.
  4. It will produce a log called FRST.txt in the same directory the tool is run from (which should now be the desktop)
  5. Please attach the log back here.
  6. Another log (Addition.txt - also located in the same directory as FRST64.exe) will be generated Please also attach that along with the FRST.txt in your reply.
 
Would you please go to your Device Manager and try temporarily uninstalling your Intel HD Video drivers and then rebooting into normal mode to see if successful.
 
I uninstalled the device but did not check the box to delete the driver software from the device and the laptop locked up at the same point.

I went back into safe mode and checked that option to delete the software but the laptop still freezes at the same point.
 
I don't know for sure, what's the best way to find out what my chipset is in Safe Mode?
 
Here you go!
 

Attachments

  • dm01.jpg
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  • dm02.jpg
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  • dm03.jpg
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