Laptop won't start after update


  1. Posts : 154
    Windows 10
       #1

    Laptop won't start after update


    My HP Spectre 13 laptop won't complete a startup. It has the update of Windows 10 pro (from 8.1), a solid state drive (SSD), and classic shell. The computer started earlier today and I got a message that I could restart it to effect updates -- so I did. That restart seemed OK. Next I got a notice to upgrade my Kaspersky Internet Security (to KIS2016, I think) so I said OK. Then I got a message that I could restart to make the Kaspersky the effect. I did, and that is when I got messages in the following sequence.

    (At some point a message flashed, too briefly to read, about a thread missing or something.)

    1) "Your PC ran into a problem and needs to restart. We'll restart for you."
    ---- Messages: "preparing automatic repair" "diagnosing your PC"

    2) "Your PC did not start correctly" [restart] [advanced options]

    3) at [advanced options] offered this menu:
    --(1) Continue - exit and continue to windows 10
    --(2) Use a device -- Use a USB drive, network connection, or windows recovery DVD.
    --(3) Troubleshoot -- reset your PC or see advanced options.
    --(4) Turn off your PC

    4) [Troubleshoot] offers:
    --(1) Reset this PC - Lets you choose to keep or remove files, and then re-installs windows.
    --(2) Advanced Options

    5) [Advanced options] offers:
    --(1) System restore -- use a restore point
    --(2) System image recovery
    --(3) Startup repair - fix problems that keep windows from loading.
    --(4) Command prompt
    --(5) Startup settings - change windows startup behavior.
    --(6) See more recovery options - go back to the previous build.

    So far I have only accessed the command prompt and listed folders with DIR. I am thinking of trying to use a system restore point, but I am worried about creating even more problems.

    I suspect the problem is due to Win 10 or to drivers or to Kaspersky or an interaction between them. I will post this to Windows 10 forum, to HP Support, and to Kaspersky Support.
      My Computer


  2. Posts : 14,897
    Windows 10 Pro
       #2

    Try a system restore and instead of upgrading through the notice, upgrade from within Kaspersky self. That seems to work for others.

    A system restore normally doesn't cause extra problems.
      My Computers


  3. Posts : 154
    Windows 10
    Thread Starter
       #3

    axe0 said:
    Try a system restore and instead of upgrading through the notice, upgrade from within Kaspersky self. That seems to work for others.

    A system restore normally doesn't cause extra problems.
    Here is an update of my previous information:

    (1) The exact message on the BSOD screen is: "system_thread_exception_not_handled"

    (2) I ran SFC /SCANNOW from the command prompt. SFC displayed Windows Version as 10.0.10240. It ran to 100% and then displayed the message "Windows Protection could not perform the requested operation."

    (3) I picked System Restore and it used the 1-3-16 restore point.
    Messages:
    "Deleted Kaspersky Internet Security 16.0.0.614."
    "Drivers and windows update information is not available."
    "System Restore did not complete successfully."
    "An expected error occurred during System Restore 0x8000ffff."

    (4) Then I got the login screen and was able to log in to the desktop.
    More Messages:
    "System Restore completed successfully. The system has been restored to 1/4/2016 12:20 AM." -- I note that the restore point was one day earlier than previously. It must have restored twice.

    (5) Then more messages:
    "Updates completed successfully."
    "Update virus protection."
    "Restart required for updates."

    (6) I restarted the computer and logged back in.
    Message:
    "Databases are extremely out of date."

    (7) Here is more information on my computer:
    HP Spectre x360 Convertible 13
    Serial number 5CD5053WH8
    Product number [email protected]
      My Computer


  4. Posts : 14,897
    Windows 10 Pro
       #4

    Seems you are back in your system :)
      My Computers


  5. Posts : 154
    Windows 10
    Thread Starter
       #5

    axe0 said:
    Seems you are back in your system :)
    Yes, And I installed Kaspersky v16, this time from the Kaspersky site. A message said the install could not complete, but after 1/2 hour it was installed. All seems to be OK now. Thanks.
      My Computer


  6. Posts : 14,897
    Windows 10 Pro
       #6


    Glad to hear
      My Computers


 

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