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Windows 10 Anniversary Update Stuck

Posted on 2016-09-28
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Last Modified: 2016-10-30
Anniversary Update Apparently Hangs
Last night, one of the office PCs tried to install the Win10 Anniversary Update via Automatic Updates at 3:30 AM or thereabouts. By 8 AM, the black screen with spinning balls (no message) was on the screen and was there til 9 AM when the PC was shut down via the power button.

After bringing the PC back following a few more hard shut-downs to the previous build, the Anniversary Update was forced by going to the Microsoft page and downloading the update - and then running it.

Hard Shut-Downs finally allows previous build to be recovered
After requesting to Update Now, the process ran through up to about 79% before the screen went black and the PC rebooted.  It looked like it would boot all the way to the Desktop;  the Windows Logo appeared on the black screen along with the spinning balls (no message).  But soon after the Logo disappeared, leaving only the black screen with the spinning balls (AND NO MESSAGE).

The HDD LED on the case stopped flickering and trying Ctrl-Alt-Del does not do anything. See the first picture, above.

HELP!!!
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Question by:Robert
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Expert Comment

by:Adam Leinss
ID: 41820517
Try tapping the F8 key at boot and see if you can get into Safe Mode.  I think at this point it's probably a backup your data, wipe and reload, because you aren't going to be able to suppress the TH2 update loading over and over again on your machine.
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Expert Comment

by:garycase
ID: 41820632
"... the Anniversary Update was forced by going to the Microsoft page and downloading the update - and then running it.  "  ==> Choosing "Update Now" (which you indicated is what you did) was NOT the right way to do this.

That simply does effectively the same thing Windows Update did ... and clearly had effectively the same results.

IF you can get the system to boot to the previous version (more in a minute), the correct thing to do then is to (a) go to the media creation site [ https://www.microsoft.com/en-us/software-download/windows10/ ];  (b) click on "Download Tool Now";  (c)  and save the tool.    Then run the tool, and choose the option to create media for another PC.    You can either create an ISO (for a DVD) or a USB flash drive.    After you have that media, and while you're still running Windows; run the Setup program from that media [Do NOT boot to it -- just insert it into the PC that's running Windows].    Then, at the first screen, choose to NOT do the updates during the installation ... and then proceed with the update.    This will almost certainly successfully install the update (I've never seen this fail; but have seen a lot of failures with updates that were initiated via Windows Update or the "Update Now" button).

To do that, of course, you need to get back to your previous version.    If you're stil staring at the black screen, turn off the system (by holding the power button);  then see if the next reboot reverts to the previous version [If so, just do what I just outlined].     There's a chance it may even continue and finish the update [In which case you're done :-) ]    Or if it freezes again, post back and I'll suggest the next steps.
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Author Comment

by:Robert
ID: 41820798
Have rolled back.  Tomorrow - Will try the ISO and will follow your instructions, then report back.  Appreciate the guidance!
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Expert Comment

by:garycase
ID: 41820820
If you create an ISO using the media creation tool, you don't even have to make a DVD from it.   You can simply "mount" it and then run Setup from that virtual DVD drive.
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Expert Comment

by:garycase
ID: 41820825
... be sure you do NOT allow the installer to do updates during the install => I've seen cases where this causes problems ... and the updates will easily install after you're later running the new version (Build 1607).
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Author Comment

by:Robert
ID: 41822136
I have read reports where a Logitech Unifying USB is a culprit in the hanging update, so I may try a wired keyboard & mouse for good measure.
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by:garycase
ID: 41822171
Won't hurt to use wired keyboard/mouse ... but I doubt that's the issue.   I've seen this issue on a variety of systems -- including several laptops which were using their internal keyboard and touchpad.   Doing it via the install media (as I noted above) has ALWAYS resolved the issue.
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Author Comment

by:Robert
ID: 41823600
It hung again.
 
In fact, a 2nd PC in the office - same hardware configuration, some different software but not much - tried the update via the automatic route last night and it had the black screen with spinning dots this morning, also.  It ALSO has a Logitech wireless keyboard & mouse.

Details:
Found a wired keyboard, but no mouse - so stilll using M310 mouse and K520 keyboard
Insert USB flash drive (with 14393 update)
Run Setup on flash
Choose NOT to download updates
Choose to keep apps and personal files
Let it run
Initial update, reboot;  
then black screen with windows logo, then blue screen with update message, updating slowly;
reboots again, black screen with windows logo, then just black screen and only spinning dots, then blue screen at 30%;  screen blinks black at 32% (video driver?), then quickly back to blue;  
reboots again, black screen with windows logo, then just black screen and only spinning dots, the HDD LED is solid, then intermittent and then mainly dark - after a flash at about 4-5 minutes later, HDD LED dark again.  I had to leave at that point for the evening.
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by:garycase
ID: 41823946
Your description of what you saw matches what I'd expect ... the "blink" at 32% is common (I also assume it's doing something with the video settings or driver at that point) ... all the way until the hangup at the end, which I've not seen.

If you force the system off (hold the power button);  wait 30 seconds; and then turn it back on, does it finish the update cycle then?
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Author Comment

by:Robert
ID: 41824013
1607/ build 14393.0  - So, the update did finish on this particular PC.    But not exactly smoothly.

I was not here this morning when it was shut down via power button and then restarted, but the PC is working.  I didn't even get to see the login/Desktop after.

On the 2nd PC, that went thru Automatic Updates, it did not.

Not exactly smooth sailing.

Am attempting to update the 2nd PC (thru Windows Update) after removing the wireless Logitech Unifying receiver and plugged in a set of USB keyboard & mouse.  No Logitech software had been installed - and this is what some other websites have reported with this issue.

PC #2 just rebooted and is now on the blue screen saying Working on updates 32%
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Accepted Solution

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Robert earned 0 total points
ID: 41824087
2nd PC completed its update thru Windows Update.  
Version 1607 / build 14393.222, so it is up to date, fully.

So, my call is that the wireless Logitech Unifying receiver for the mouse & keyboard - without any Logitech software installed - blocked the Update from finishing.

Unless anyone has a better suggestion - not that I can test it now - this will be the answer chosen.
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Expert Comment

by:garycase
ID: 41824121
I think it's VERY unlikely the issue was the Logitech receiver => I've got two systems that use the Logitech keyboard/mouse and they both updated perfectly (I do all the updates by running Setup from the install media, however -- NOT through Windows Update).   In another thread, John Hurst has also indicated he's had no problems with the Logitech receiver with several of his own systems as well as his clients.

What MAY be happening is that an update to the Logitech software is attempted when you do the update via Windows Update and that this is what hangs the update -- but the update itself works just fine (which is why it works via the install media).

I think a much better way to avoid any issues is to do all of your Anniversary updates via the install media.    FWIW I've also seen several laptops that have had similar issues when the upgrade is attempted via Windows Update, but work perfectly via install media ... and these don't have ANY external devices (keyboard or mice) connected.
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Author Comment

by:Robert
ID: 41824222
I understand and am surprised that this could be the issue, but my very limited experience with this failure showed that removing the receiver and using a wired keyboard and mouse DID allow the update to run to completion, with no hanging screen requiring more intervention.

As I mentioned but probably not fully - is that the issue is the Logitech wireless is connected but the Logitech software was not installed. The other site said to either install the software or use a wired mouse (and keyboard).  And then run the Update.  Because I followed this advice on the 2nd PC and it worked, that's my reason for calling this as the solution. It worked.
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Expert Comment

by:garycase
ID: 41824252
FWIW NONE of my systems that use the Logitech wireless keyboard/mouse have the Logitech software installed --- but all updated perfectly using the "use the install media" technique.   Not sure if John Hurst's systems had the software installed or not.
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Author Comment

by:Robert
ID: 41824292
gary - I hear you and believe you.  But this office with 3 identical PCs exclusive of keyboard, mouse, monitor and some software (2 have Norton while 1 has Defender, 2 have Office 2007, one has Office 2013, etc).

The one PC that updated without issue had a wired keyboard & mouse.  One of the two that failed the Automatic Update, I replaced the wireless with wired and it updated normally.  So, to me, the issue was the Logitech wireless - without the software/drivers installed.  When I looked under Device Manager, it only showed HID keyboard & mouse.  After the update & installing the SetPoint software, the (additional) devices were identified as Logitech.

Your method did work, though it wasn't clean as the update hung as noted above.  The hard shut-down and reboot were required to boot back into Windows.  It would have been helpful if you had noted that this was a possibility.  My impression was that the update from media would be without problems.  And perhaps you haven't had any problems with this method.  I'll give you partial credit for that.

In any case, I appreciate your suggestion and I feel like I followed your directions accurately enough.
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Author Closing Comment

by:Robert
ID: 41829551
I felt that, based on my experience in this case, that the solution I found outside of EE and documented here worked better than the assisted solution, though that one did work, with some issues.

The solution I found outside of EE worked well, as described, with no glitches or hiccups.

I don't give it a high grade as the degree of certainty isn't very high.
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Author Comment

by:Robert
ID: 41832726
FYI:  http://answers.microsoft.com/thread/755866e5-5457-46ed-a481-31bfe2af6c92

A number of users with Logitech wireless reported the same....
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Author Comment

by:Robert
ID: 41866281
My post on the Windows Answers forum has many others responding with the same issue - Logitech wireless.  By removing the wireless, the update went to completion.

http://answers.microsoft.com/en-us/windows/forum/windows_10-update/windows-10-anniversary-update-stuck-on-black/e70c48e2-ac2c-4ad1-915e-4af89af46be1

I've been getting a handful of comments every week since.
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