Trouble updating HP computer past version 1903 or 1909

[acronce]

I am trying to update 2 computers. Both are an HP Laptop 15-db0xxx

They are running Windows 10 x64, one is on version 1909 and the other is on 1903

Neither are seemingly able to update past this version. I've looked into this quite extensively, and have tried every troubleshooting method I could find. Even when trying to perform a clean installation of Windows, the installation just fails giving me a "The installation failed in the SAFE_OS phase with an error during BOOT operation" error.

I don't quite understand what could be keeping these computers from updating.

[Nal_NR]

Hi @acronce,

Welcome to the HP Support Community. 

I'd like to help!

If you get the error message “the installation failed in the safe_os phase with an error during apply_image operation”, perhaps the issue is related to your graphics card that may be not fully compatible with Windows 10. To fix this problem, you can disable it from BIOS. Enter BIOS by pressing a specific key based on your PC.

However, try the following and see how it goes.. 

• disable (preferrably uninstall) your Antivirus utility before attempting the upgrade.
• Restart a few times and try again.
• Disable General USB Devices (example - Smart Card Reader).
• If you are using a SCSI hard disk, make sure you have drivers available for your storage device on a thumdrive and it is connected. During Windows 10 setup, click the Custom Advanced Option and use the Load Driver command to load the appropriate driver for the SCSI drive. If this does not work and setup still fails, consider switching to a IDE based hard disk.
• Do a clean boot and try again.
• If you are upgrading using the .ISO file, disconnect from the Internet during setup, if you are connected by LAN (Ethernet) or Wi-Fi, disable both and attempt setup again.
• If you are updating through Windows Update, when the download reaches 100% disconnect from the Internet LAN (Ethernet) or Wi-Fi and proceed with the installation.
• If that does not work, try using the .ISO file to upgrade if possible.
• If you are connected to a domain, switch to a local account
• If you have any external devices attached to the machine, disconnect them (example, gaming controllers, USB keys, external hard disc, printers, non-essential devices).

If you are installing Windows 10 using Windows Update, try the following:

1. Press Windows Key + X on the keyboard and then select “Command Prompt (Admin)” from the menu.

2. Stop the BITS, Cryptographic, MSI Installer and the Windows Update Services. To do this, type the following commands at a command prompt. Press the “ENTER” key after you type each command.

                           net stop wuauserv

                           net stop cryptSvc

                           net stop bits

                           net stop msiserver

3. Now rename the SoftwareDistribution and Catroot2 folder. You can do this by typing the following commands in the Command Prompt. Press the “ENTER” key after you type each command.

                          ren C:\Windows\SoftwareDistribution SoftwareDistribution.old

                          ren C:\Windows\System32\catroot2 Catroot2.old

4. Now, let’s restart the BITS, Cryptographic, MSI Installer and the Windows Update Services. Typethe following commands in the Command Prompt for this. Press the ENTER key after you type each command.

                        net start wuauserv

                        net start cryptSvc

                        net start bits

                        net start msiserver

5. Type Exit in the Command Prompt to close it and then restart the computer.

Hope this helps! Keep me posted for further assistance.
Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Nal_NR]

Hi @acronce,

Hope I was able to fix the issue. If you need further assistance, feel free to reach out to us. 

Give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers and did reply to you!

[Nal_NR]

Hi @acronce,

As we did not hear from you, I'll be closing this case for now. If you need further assistance, feel free to reach out to us.