windows 10 update is froze at 95%

[motaner]

My mother bought this new computer today and we hooked it all up and it started all the updates and is doing the windows 10 update and has been stuck at 95 percent for several hours now.  Being it is a new computer I am not sure what I should do if this doesn't finish uploading as there is not a cd that came with it.  Not sure if I turn it off and back on what will happen.  Sure don't want to mess it up.  Any help would certainly be appreciated.  I live 45 miles from my mother so am unable to get the product code off it. 

[WAWood]

@motaner

Hello;

Allow me to welcome you to the HP forums!

Several things are working against you when you first start up a new Win10 PC.

First, like the previous OSs, Microsoft is doing Windows Updates every week, so no matter how new your PC is, it sat on a shelf or in a warehouse for some time (maybe several weeks), and it has catching up to do, regarding current Updates.

What makes this different in Win10, is that MS has gone with new Cumulative Updates, which are HUGE in comparison to older OS versions, and these can take a LONG time to download and upate.

So, last round I did took over 2 hours to complete!  So, you need to wait overnight to see if the PC finally finishes and stabilizes.  Make sure it is plugged in and not turned off during this process.

Second, unlike with previous OS versions, there is no way to either choose updates or decline updates -- so there is no way to turn Updating off, like there was with older OS versions.

Third, some recent Cumulative Updates trashed PCs -- and MS was finally forced to admit it after enough folks complained on the Internet about their PCs being trashed.  Since then, MS has put out a corrected version of that same Update.

If you turn off the PC, you will do a "hard shutdown" and this will leave the PC in an unstable condition.  When you restart it, it will likely just retry the Updates; or worse, it will not boot completely and you will be left with an unusable PC.

If the PC is still not working tomorrow,  you paid for free HP Tech Support as part of the warranty coverage, so you might as well make use of it.

While this PC is still under warranty, you should contact HP Customer Support directly to have them put you in touch with HP Technical Support to see what they can do about troubleshooting and repairing your machine remotely.


If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

If you have trouble finding a phone number, then try: 1 (800) 474-6836

If you don't wish to deal with HP Customer Support, then you should look into returning the PC for a full refund -- as we have no way of testing, diagnosing, or repairing it from here.

Good Luck