Windows update failure: Personalized Settings (not responsive) > Windows explorer not responsive

Z

zbook

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Oct 2, 2015
Posts
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There are two computers with nearly identical hardware where one failed upgrading.

The Windows version is 1703 build 15063.1387

In place upgrade repair to 1703 > successful
In place upgrade repair to 1709, 1803, 1809 > fail with rollback error code
In place upgrade repair to 1903, 1909 partial success displaying a black screen or black screen with Personalized Settings (not responding) > Windows explorer not responding

The computer has dual graphics (Intel iGPU, and Nvidia dGPU)
Disabling both GPU (using only Microsoft default drivers) > no change in 1903 or 1909 black screen with Personalized settings (not responding)
Disabling the iGPU in the BIOS and upgrading with only dGPU > no change in 1903 or 1909 black screen with Personalized settings (not responding)

This link displays the Windows upgrade black screen with Personalized Settings (not responsive):
How to fix Windows 10 personalized settings not responding - Win10 FAQ
The two registry steps in the link did not fix the upgrade failure.

CBS: CBS.zip

Sysnative BSOD log collector: SysnativeFileCollectionApp.zip


Code: 
Microsoft Windows [Version 10.0.15063]
(c) 2017 Microsoft Corporation. All rights reserved.

C:\WINDOWS\system32>sfc /scannow

Beginning system scan.  This process will take some time.

Beginning verification phase of system scan.
Verification 100% complete.

Windows Resource Protection did not find any integrity violations.

C:\WINDOWS\system32>dism /online /cleanup-image /restorehealth

Deployment Image Servicing and Management tool
Version: 10.0.15063.0

Image Version: 10.0.15063.0

[==========================100.0%==========================] The restore operation completed successfully.
The operation completed successfully.

C:\WINDOWS\system32>


Code: 
Welcome to SFCFix by niemiro and sysnative.com.

Checking for updates . . .
No new update is available at this time.

Processing directive 1 of 1 (AutoAnalysis::)
Checking store directories . . .
Checking CBS.log . . .
Checking CheckSUR.log . . .
Checking CheckSUR.persist.log . . .

SUMMARY:
   CBS & SFC total detected corruption count:     0
   CBS & SFC total unimportant corruption count:  0
   CBS & SFC total fixed corruption count:        0
   SURT total detected corruption count:          0
   SURT total unimportant corruption count:       0
   SURT total fixed corruption count:             0

Press any key to continue to explanation of summary . . .
 
Hello and welcome!

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.
2. Right-click FRST64.exe and click Run as Administrator to run it as administrator. When the tool opens, click Yes to disclaimer.
3. Please ensure you place a check mark in the Addition.txt check box at the bottom of the form before running (if not already checked).
4. Press Scan button.
5. It will produce a log called FRST.txt in the same directory the tool is run from (which should now be the desktop)
6. Please attach the log back here.
7. 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.
 
Please test the drives on the machines with GSmartControl:

GSmartControl
Follow the instructions below to check your SMART status with GSmartControl:


  • Download the portable version of GSmartControl and save it on your Desktop;
  • Extract the zip file to your Desktop. Open the folder gsmartcontrol-1.1.3-win64 which should be located on your Desktop and double-click gsmartcontrol.exe to launch the program.
  • Identify your drive in the list (if recognized by the tool), and hover your mouse over it.
  • You should see something called: SMART status. It will either read: Enabled, in which case you should do the following:
  • Double-click on it to bring up its window (usually you'll find your drive by its size or its brand name);
  • Go to the Self-Tests tab, then select Extended Self-test in the Test type drop-down list and click on Execute (this test can take a few hours to complete);
  • Once the test is over, the results will be displayed at the bottom of the window. Please copy and paste these results in your next reply or take a screenshot;
  • Also, go in the Attributes tab and if you have any entries highlighted in red or pink, take a screenshot of the GSmartControl window and attach it in your next reply;
  • Please note: If the SMART Status reads: Unsupported, stop and let me know.
    info_failing.png
 
All of the steps were repeated. It is HP sp99183
Driver - HP ZBook 17 Mobile Workstation | HP® Customer Support

It displayed File exists > overwrite
Warning
This device has BIOS version 1.46
This image has the same version
The device BIOS will be overwritten
Restarted
Writing new image

Installed HP support assistant > displayed up to date (no updates available with BIOS 1.46)

So it was 1.46 dated 8/2019
The HP website displayed 1.46A dated 9/2019

Each time it is downloaded it is downloading 1.46 and overwrites 1.46 sp99183

Then using two different HP software to check they each displayed that everything is up to date with 1.46
HP Image assistant and HP software assistant both displayed up to date

HP Support assistant 12 28 2019.PNG
HP Support assistant 12 28 2019 part 2.PNG


There are two computers with nearly identical hardware.
The second computer was just upgraded with the same download and displayed the same result.

The HP software confirmed that it is up to date with 1.46.
 
Last edited:
The BIOS was not changed.

If an upgrade attempt was made to 1903 or 1909 it had displayed a black screen with Personalized settings (not responsive)
There was no Windows upgrade failure code and no upgrade failure message.

If an upgrade attempt was made to 1709, 1803, or 1809 it displayed a rollback error code and message.
This was seen in setupdiag and the Panther logs.

Which version upgrade is preferred at this time?
 
Yes. There are two nearly identical computers.
One successfully upgraded to 1909.
The other has been stuck on 1703.

If it upgrades to the black screen with Personalized settings (not responsive) sometimes it will allow log collection using notepad.
Is there anything to try to collect before rolling back to 1703?
I've sometimes been able to collect: msinfo32, dxdiag, event viewer, etc.
Sometimes it may take many hours to get through the sluggishness or unresponsiveness messages.
 
Yes all drivers are up to date.
This was confirmed by the two different HP software.

This was added to the prior post and you may not have seen it:

If it upgrades to the black screen with Personalized settings (not responsive) sometimes it will allow log collection using safe mode with command prompt > notepad.
Is there anything to try to collect before rolling back to 1703?
I've sometimes been able to collect: msinfo32, dxdiag, event viewer, etc.
Sometimes it may take many hours to get through the sluggishness or unresponsiveness messages.
 
When it upgrades to 1909 there is no GUI or Windows......its a black screen.
Safe mode with command prompt is the only working option.
Files need to be saved to a flash drive and then moved to a working computer to upload.

There is only a 10 day roll back period before the option disappears.

Killing windows explorer displayed a black screen with normal mouse cursor.
There was no task bar.

If it's any value the CBS, Sysnative BSOD log collector, FRST can be ran on the nearly identical computer.
 
While editing the prior post I had not seen your latest post.
Please see the edit.

I'll upgrade now to 1909 and log on to Sysnative with another computer.
 
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