18 Apr 2019- Windows 10 clients are unable to log into Windows after a Microsoft Update.

We are aware of several Microsoft Updates causing computer problems with Windows 10 clients.  After an update is initiated, the computer will stall at a certain percentage of applying the update, during the “Welcome” transition screen, at the login prompt, or during the “Undoing changes” phase of the Update failure. If the computer is “stalled” for more than 30 minutes, the following procedures may be taken in order for Scott On Call to resolve the issue.  This is for WINDOWS 10 computers ONLY, (Windows 7 customers recently experiencing a similar issue should see the 11 Apr 2019 Notice.)

If the computer has been stalled for more than 30 minutes, PRESS and HOLD the power button for up to 10 seconds or until the computer powers off.  

  1. Wait 30 seconds, PRESS and RELEASE the power button to turn the computer on. 
  2. Immediately after the OEM Logo (HP, Dell, MSI, Acer, etc.) PRESS and HOLD the power button until the computer powers off.
  3. Repeat the previous steps No. 1 and No. 2 twice.  During this fourth startup, the computer should enter into a “Preparing Automatic Repair” phase.
  4. If prompted, select your account, enter your password (leave blank if you have no Windows password for this account,) and press Continue.
  5. On the “Automatic Repair” screen, click “ADVANCED OPTIONS”.
  6. On the “Advanced Startup” screen, click “TROUBLESHOOT”.
  7. On the “Troubleshoot” screen, click “ADVANCED OPTIONS” .
  8. On the “Advanced Options” screen, click “STARTUP SETTINGS”.
  9. On the “Startup Settings” screen, press the number key “5” on your keyboard for “ENABLE SAFE MODE WITH NETWORKING”.
  10.  If prompted, verify the “Startup Settings” contains a line item titled “ENABLE SAFE MODE WITH NETWORKING” and press “RESTART”
  11. Windows will startup in Safe Mode with Networking, allowing Scott On Call to remotely connect.  
  12. Contact us for further assistance, this work-around is only a TEMPORARY method to access the Windows Desktop.  MANY Windows Programs and Features will be unavailable and is only intended for use by a Systems Administrator.

 

11 Apr 2019- Windows 7 clients are unable to log into Windows after Microsoft Update KB4493472 is installed.

Microsoft is aware of Update KB4493472 causing computer problems and is working with several Internet Security vendors to resolve the problem (the conflict is with several Anti-Virus programs provided by those vendors.)

After this update is initiated, the computer will stall at a certain percentage of applying the update, during the “Welcome” transition screen, or at the login prompt. If the computer is “stalled” for more than 30 minutes, the following procedures may be taken in order to remove the KB4493472 update until the vendors responsible are working on a patch. This is for WINDOWS 7 computers ONLY, (Windows 10 customers experiencing a similar issue should contact us for further assistance.)

  1. Remove power from the computer, wait 30 seconds, then plug it in and power it up again.
    • if prompted to restore or repair, DO NOT continue, turn off the computer and contact us for further assistance.
    • if prompted to start Windows normally or “Safe mode with networking”, choose “Safe mode with networking”
    • if no prompts, let it attempt to start up
  2. If the logon screen or desktop doesn’t appear within ten minutes OR an update notice indicates the completion percentage is not moving for more than ten minutes, repeat step 1.
  3. If you are able to load the Windows desktop Normally or in Safe Mode, open the Windows Control Panel (found in the Windows “Start” button menus.)
  4. Within the Control Panel window, open the “Programs and Features” applet
  5. Within the Programs and Features window, click “View Installed Updates” (found in the upper left margin of the window)
  6. Be patient, this window can take several minutes to load. Once completely loaded, a list of updates will be grouped by Program Name, then ordered by Date of Install. Under the “Microsoft Windows” group of updates, one of the most recent updates installed will have “KB4493472” within the Update Name. Right-click this Update and choose uninstall. Confirm the Uninstall and Restart the computer when prompted to do so.
  7. Contact us for further assistance, this work-around is only TEMPORARY, the problem may reappear after restarting the computer but the computer should be fully functional until then.