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Updating W8 to Windows 8.1, progress quits after restart


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#1
BearCavalry

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Hello again friends. I have a different problem now. There is a new notebook in the family household.
It's a HP Envy 15-j011dx. And I keep running into Epic Fail every time I try to update from Windows 8 to Windows 8.1.
Just to let you know, as a Ukrainian it's my job to have as many problems with technology as possible.

Posted Image

Before I go into the 8.1 update problems, you should know, I already downloaded and installed all the Windows updates that Windows recommended.

  • This is a brand new notebook, I am trying to update the notebook to Windows 8.1, it gets as far as downloading and beginning the install process, then it says it needs to restart.
  • When it does it simply goes to a black screen for 5-6 hours (that's as long as I have waited at least).
  • I finally force it to shut down by holding the power button.
  • When I try to start it up, it goes to a black screen again, only after the 3rd restart, the computer rolls back to the previous version and boots up.
------

  • I tried getting help from HP Phone support, but i could not get a native speaking English support person, and I could not understand half of what they said to me, and then they didn't understand half of what I said. So I hung up on them.
  • Then I tried chat support, here is the transcript, maybe it will give you a better idea of what has happened so far. Basically the chat person didn't want to listen to what I had to say either.
(I decided to put the chat transcript on a text dump website, because it would clutter up this thread too much) Chat Transcript

-------
  • I went ahead and tried following the directions in that "technical document". It basically was the same way that I tried on my own.
  • And exactly the same thing happens, it gets as far as saying it needs to restart...:confused:


....Anyways, I would appreciate it if you could tell me what is happening. Am I supposed to wait on the black screen for like 24 hours? Or is this new computer come with a corrupt OS?


Thank you so much.





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#2
SleepyDude

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Hi,

Two suggestions try to do a System Check...

Press Posted Image + X and click Open Command Prompt (Admin)
type:
sfc /scannow

If everything is OK it should say something like "No integrity violations found"

Download the Windows 8.1 Upgrade Assistant to check if there is something not compatible in your system.

Uninstall your Antivirus program or any other security program during the upgrade.
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#3
BearCavalry

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Okay I called HP again, and we are attempting something. I will let you know if it works. I am not sure what exactly he did, but he took remote control of the laptop.
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#4
BearCavalry

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Hi,

Two suggestions try to do a System Check...

Press Posted Image + X and click Open Command Prompt (Admin)
type:

sfc /scannow

If everything is OK it should say something like "No integrity violations found"

Download the Windows 8.1 Upgrade Assistant to check if there is something not compatible in your system.

Uninstall your Antivirus program or any other security program during the upgrade.


Hello SleepyDude. Thank you for replying. I have attempted the 8.1 update 5 times now.
On the phone support and chat support, both HP people told me this computer is fully able to be upgraded to 8.1

In this last attempt, I took your advice and uninstalled Kaspersky. But it made no difference.

I am now forcing the notebook to revert back to 8.0, and I will try the sfc /scannow that you suggested. And I will download the Upgrade assistant.

I will let you know.
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#5
phillpower2

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Hope you don`t mind me chirping in with an observation folks :)

RE uninstalling the AV software;

I took your advice and uninstalled Kaspersky.

Did you use the correct removal procedure and tool, if not see here

Was Kaspersky preinstalled on the computer or added afterwards, the reason that I ask is because I noted on the HP homepage that the computer is shown to ship with Norton Internet Security: Free 60-day subscription which may also need uninstalling, also using the correct uninstaller tool from here

Windows 8 and 8.1 have Windows Defender which is basically Microsoft Security Essentials (MSE) and so you do not need either Kaspersky or Norton in any event, just make sure that Defender is enabled when you uninstall any alternative AV software.

I would also uninstall all of the HP bloatware before trying the upgrade again.

Your System specs - see the Software information towards the bottom of the page.
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#6
nolacs22

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Try Microsoft, that is a software issue?it was Microsoft monthly updates that was the problem for me upgrading, I have a hp pavilion g6.kb 2861702,kb 2756872, kb2771431 and i found this out at support.microsoft.com.Check it out.
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#7
nolacs22

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go to support.microsoft.com kb 2861702, kb2758694,kb 2756872, kb2771431
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#8
BearCavalry

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I am very sorry it has been very long sinse I responded. I have had very very busy, I apologize. I ended up returning the notebook. After 7 attempts, nothing seemed to work. And HP support was non existent.
Thank you for your help.

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#9
SleepyDude

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Hi,

Thank You for reporting back, appreciated.

Regards.
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