Unable to install Windows 7 Service Pack 1 for x64-based systems (KB976932)

[JBK65]

Running Windows 7 Professional 64x in an HP Probook 4530s, Explorer 9, Microsoft Security Essentials, Malwarebytes, SpyBot.
Have been prompted often to upgrade to Explorer 11 after getting 'your browser is out of date' messages.
Attempts to download Explorer 11: 'you need Win 7 SP1 or Server 2008 R2 SP1 to install Exp 11'.
Followed directions given for this question in Microsoft Community.
Attempted download of 'System Update Readiness Tool for Windows 7 for x64-based Systems (KB947821)'
Message: 'Initializing Installation: done!'
'Installing Hotfix for Windows (KB947821): (1 of 1)', however, after more than ~ 60 mins, the installation bar indicated nothing, no progress. Cancelled 'installation'.
Attempts at installing 'Windows 7 Service Pack 1 for x64-based Systems (KB976932)': download appeared successful, automatically restarting twice after 'preparing to configure windows', BUT: 'configuring windows updates' STOPS at the 35% mark. Check of Update list indicates: 'FAILED'.
This has happened every time I have attempted an installation.

Windows Community forums suggest turning off ALL AV programs prior to installation attempts.

I know how to do this for Security Essentials, but not sure how to do this with Malwarebytes (installation licence code?). 

Any advice from anyone who has had a similar problem, and found a solution, would be very much appreciated!

[AdvancedSetup]

Many things could be preventing an update. Let us have you run the following and we'll see if anything obvious sticks out.

 

Please read the following and post back the 3 requested logs.
 
Diagnostic Logs
 
Thank you
 

[JBK65]

Sir:

 

Followed instructions outlined on Diagnostics entry, the three requested logs are attached.

Thanks for your assistance.

FRST.txt

Addition.txt

CheckResults.txt

[AdvancedSetup]

The computer does not appear to be infected but is having some issues. I would recommend you do a full disk check.

 

First click on START and type in SERVICES.MSC and hit the Enter key. Then scroll down to "Windows Update" and temporarily set it to "Disabled" then click on STOP.

 

Next let's do the disk check

 

Click on START and type in CMD.EXE and when it shows on the menu right click and choose "Run as administrator" and then type the following.

 

CHKDSK  C:   /R

It will say it can't lock the drive and ask if you want to run after a restart. Press the Y key and then the Enter key. Then restart the computer and let it run.

 

After the disk check runs and the computer restarts run the SERVICES.MSC again and go down to "Windows Updaate" and set it back to "Automatic (Delayed Start)"

 

Then open Internet Explorer and go to Microsoft and run this fix.

 

 

How do I reset Windows Update components

https://support.microsoft.com/en-us/kb/971058

 

 

Then try the Windows updates again.

[JBK65]

Sir: 

Could you please clarify re:  the page:  'How do I reset Windows Update components?'

I ran the 'Fix-it automatic diagnostic troubleshooter' (which opens immediately upon going to this page):  there was no change in 'listed updates' under Windows Updates in the Control Panel.

Are you instructing me to perform all the steps listed under:  Manually reset Windows Update components?

I have not run a disk check, and have no idea how long this takes.

Should the disk check and the manual resetting steps be performed in the same session?

Thanks for the clarification.

[AdvancedSetup]

Run the Disk Check first. How long it takes to run depends on many factors. Age of the computer, size of the disk, how many files and folders are on the system, etc. Some computers can run it in 10 minutes or so others take hours to run it.

 

Just looking for ways to fix the Windows update issue for the other one. Normally if you run a few of the Microsoft fixits they can correct quite a few issues on their own.

[JBK65]

Dunno if this issue can be picked-up again, but got sidelined by life.

Still running the same system as described above.  Peformed all the fixes attempted above, then repeatedly attempted SP1 download (both via auto-update list and as stand-alone file) including the 'System Update Readiness Tool: KB947821).

For my limited needs, this laptop is more than adequate:  still running all the same AV programs without incident.

But given this is a 2012 unit, the 'standards' have passed me by, and more and more online resources and business forms cannot be accessed because the unit is running Win 7 Pro x64 and Explorer 9:  I am basically 'frozen-out' of any possible Win 7 and browser upgrades:  dead in the water.

Since Win 10 is now the standard OS, and 'Edge' is now the default Microsoft browser, I would be grateful for any advice as to the smartest way to attempt a full software upgrade/overhaul, while still holding on to this solid HP ProBook.

PS:  Tried returning to the Microsoft 'Community Forums' again, but can not access the blogs because of this outdated browser.

Hoping you (someone) might help pick this problem up again and crawl out of the stone age!  Many thanks!

[garioch7]

JBK65:

I encountered a somewhat similar situation in late 2014.  A friend had an HP Pavillion, which was only about 18 months old.  I spent a great deal of time trying to troubleshoot the issue of why the computer would not update Windows 7 to Windows SP1.  It turned out that HP used an Intel Graphics driver that was not compatible with Windows 7 SP1.  HP refused to release a new version of the Intel Graphics driver that was compatible.  Generic drivers would not work.  We complained to HP and the best offer we got was $20.00 off a new HP computer.  As a result, I, personally, no longer recommend any HP products.

HP knew, when they sold those computers, that they would not be able to upgrade to Windows 7 SP1, which had already been released at the time my friend purchased her computer.  Like you, I noticed the issue when my friend started getting those outdated IE browser messages and she contacted me.  She finally replaced the HP with a Dell.  We even complained, twice, to the HP CEO and we never even received the courtesy of a response.

I am not sure that this is your issue, but it might be an avenue to explore ...

Good luck and have a great day.

Regards,
-Phil

[AdvancedSetup]

Did you run the full disk check as requested @JBK65 ?

Probably need to get some fresh logs too.

 

Please read the following and post back the 3 requested logs as an attachment.
 
Diagnostic Logs
 
Thanks

[JBK65]

@ Advanced Setup:  thanks much for picking this up again:  after your insructions, I conducted a Disk Check weekly as a routine:  scans proceed fast, nothing (that I can see) out of order:  I will work on getting the requested logs - have to reread the procedure.  I updated all drivers HP still provides for this unit.

@garioch7:  re:  'it turns out the HP used an Intel graphics driver that was not compatible with WIn SP1':  this is the first time after reading ~ 50 various posts on the Microsoft Comm forum dealing with this issue that I've seen any mention of this.  HP's response is troubling, but not surprising.  I found their Tech Support clumsy & incompetent on a number of issues when this ProBook was still under warranty.

Under 'specifications' for this unit as found in the (latest version) of HP Support Assistant:

Graphics Device 1:  'Intel(R) HD Graphics Family', Version:  8.15.10.2342 (3/25/2011)

System BIOS:  8.15.10.2342 (3/25/2011)  I don't know if any other specs have any relevance to this, but will provide them if they might aid troubleshooting.

[JBK65]

Doing due-diligence in repeating help instructions above @Advanced Setup:  after running a Disk Check (~ 5 mins, nothing found, boot-up normal), revisited:

https://support.microsoft.com/en-us/help/971058/how-do-i-reset-windows-update-components#!/en-us/help/971058/how-do-i-reset-windows-update-components

Ran Win Update Troubleshooter for Win 8.1, 8.0 and 7 ('Diagnostic Troublshooting Wizard'):  2 categories listed:  Windows Update and Background Intelligent Transfer Service (BITS):  'completed':  "changes made, problems found':  1.  service registration missing or corrupt:  'fixed', 2.  problems installing recent updates:  'fixed'"  Retried SP1 download:  'installation successful', restart, 'configuring windows' reaches 10%, shutdown, revert changes:  exactly the same as every prior attempt:  error code:  0x80070490 > 'get more information about this error' >  (from 2011!), posted in the Microsoft TechNet Forums (for IT pros):  "error 0X80070490 (Element not found) when you are installing a service pack or update": https://blogs.technet.microsoft.com/asiasupp/2011/06/19/the-error-0x80070490element-not-found-when-you-are-installing-a-service-pack-or-update/

This topic rec'd 33 replies, more than for any forum topic seen, all giving complex fixes at a level beyond my ability/understanding:  timeframe appears in line with observations by @garioch7 above.

 

 

 

 

[AdvancedSetup]

Please try to follow along with this topic post. Seems to be on the right track. If you get stuck let me know.

How To Fix ERROR_NOT_FOUND 0x80070490 During Windows 7 SP1 Installation

Posted by Artem Russakovskii on May 6th, 2011 in Technology, Tutorials

 

Edited February 8, 2017 by AdvancedSetup

[JBK65]

 @@Adv Setup:  the link you provided was the one I was going to try to tackle after a quick review of all the replies to the TechNet post on this problem, but it didn't take long for me to get hung up:  first, I was not permitted to perform a SFC scan bec I was not an 'administrator':  this link showed me how:

https://technet.microsoft.com/en-us/library/cc947813(v=ws.10).aspx  Scan proceeded as described within ~ 5 mins:  'Windows Resource Protection did not find any integrity violations'

Entered:  '%WINDIR%\Logs\CBS' in search bar:  2 results:  1 folder labled:  CBS, the other text file labled:   CBS\CBSlog.  Clicking on 'CBS\CBSlog':  'Access is Denied'.  Opening the first folder yields 9 text files, top one labled:  'CBS.log':  clicking this:  again, 'Access is Denied'.  A search gave this possibility:

https://www.sevenforums.com/performance-maintenance/184201-how-open-windows-cbs-log-files.html

(WARNING:  At the bottom of the first post is a link that (at one time) gave:  'Tip: Download Windows Repair Tool', now a rogue site (www.reimageplus.com) that was blocked by MWB! )

The 2nd post in this blog provides another solution site:

https://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

I started this fix ~ 4 hrs ago, and am getting deeper into some 'solution' rabbit-hole again:  will need your expertise as to how to best proceed at this impasse.  This was the reason I tried to avoid 'command level' options, as they really require a much higher level of computer literacy.  Grateful for your assistance.

 

[AdvancedSetup]

Yes, unfortunately, these type of fixes can get a bit complex.

Please zip up the CBS log file and upload it and I'll take a look and see what I can find for you.

 

[JBK65]

@AdvSetup:  'zip up the CBS log file and upload it':  please provide specific instructions as to how to do this.

My last post indicates that following the SFC scan and searching for:  %WINDIR%\Logs\CBS I found a folder labled:  'CBS\CBSlog'.  To repeat, I was unable to open this file:  'access denied'.  If I can't open the file I don't know how I can 'zip up' or 'upload' it and post it.

I have a pdf.file of a 'print screen' shot I took of the 'CBS\CBSlog' folder which I will try to attach with this message:  that's as far as I've been able to get on my own.  Further directives will require specific instructions for how to perform them.  Thanks.  CBS.log BJK.pdf  (I don't know if this file downloaded correctly).

[AdvancedSetup]

Okay, well this is way beyond malware removal and I have an important project I need to complete. Please send me a private message this weekend or on Monday and I'll help you further with this.

Thank you

Ron

 

[JBK65]

@AdvSetup:  Thanks much, very appreciative of your time knowing that you are assisting many people daily. The issue is almost certainly this Intel graphics driver incompatibility reported by @garioch7 above: researching this last night gave multiple links to HP help forum posts discussing this issue in detail (starting ~ 2011, the same time that I bought this ProBook 4530s) that all seem to drill down to this 'incompatibility'. The driver 'version range' where this problem was noticed did NOT include the driver last updated when I first contacted you about the SP1 issue:  Intel HD Graphics Family', Version: 8.15.10.2342 (3/25/2011). At the ProBook Driver page, found a slightly newer version of this driver: 2/22/12: V. 8.15.10.2559 http://h20565.www2.hp.com/hpsc/swd/public/detail?sp4ts.oid=5060882&swItemId=ob_103472_1&swEnvOid=4059

This was downloaded and SP1 installation attempted again: no difference from all prior attempts.  Users in the HP forum reported (as @garioch7 did) that HP did not offer a fixed driver, dunno if Intel offered any fix. 3 agents responsible for the 'pieces' that must mesh together for this laptop to work: HP, Intel and Microsoft OS Win 7 Pro: none of them have provided any fix for the above avg user. The bottom-line goal is installation of the latest OS and browser possible on this unit. If no 'compatible' driver for this 'Intel Family' graphics card (hardware on the motherboard?) is available, can the card easily be 'swapped-out', or would the knowledge/tech ability to do this be beyond anyone but a pro - and if a pro is necessary, would the cost be justified?

The key question seems this: If my version of Windows 7 Pro (bypassed by now by 8.0, 8.1 and 10) cannot be updated to SP1 level, is there any guarantee that following uninstall of the current OS of this system and replacement with Win 10 (no longer free) that it would RUN on this unit, with this particular Intel card and driver? If the answer is NO, then it's time for a new laptop, as no one is going to do a card replacement with OS 10 install followed by the needed checks to insure funtionality without $$$. I am willing to continue working through the current 'fix', but still don't know if the OS and browser upgrades - the end goal - would ever work properly on this machine.   Thanks much!

[If @garioch7 has an opinion on this, would also be grateful to read it]

[garioch7]

@JBK65

I have replied to your private message and provided a copy of emails on the subject of the known incompatibility between certain HP Intel 4000 graphics chips and Windows 7 SP1.  It took a while to find them in my archives.

Good luck.  I would guess that if those HP-modified Intel 4000 graphics chips are incompatible with Window 7 SP1, the odds are that they won't work with Windows 10 either.

I hope the information that I provided is of some assistance.  Have a great day.

Regards,
-Phil

[JBK65]

@AdvSetup and garioch7:  I currently have open questions on both the Microsoft and Intel Graphic Users Froum:  I am working through some difficult steps offered by the first, and the second just send me the following answer, which is relevant to advice that I am getting here and answers at least some of my concerns, namely that the Intel graphics card will not support Win 10 and HP has shown that it stops supporting their drivers (therefore their products) within ~ 3 years of launch:

1.Re: Does Intel provide a driver for HD Graphics Family V. 8.15.10.2559 that is COMPATIBLE with Win 7 x64 Pro 'Service Pack 1' (SP1) Update?

Feb 13, 2017 9:32 AM (in response to B. Kos)

This message was posted by Intel Corporation on behalf of

I have checked specifications for your HP* system and I noticed that integrates an Intel® HD graphics 3000, this means that the graphics is second generation, not compatible for Windows® 10.
You will find compatible graphics drivers for Windows® 7 64 bit and Windows® 7 32 bit

Please bear in mind you will try to install generic graphics drivers from Intel but your computer model may require custom drivers from HP*

[garioch7]

@JBK65

Thank you for the update.  Good luck.  It does not sound too promising, but you never know with computers, until you exhaust all options.  Unfortunately, as I told you, I was never able to get my friend's computer to install Windows 7 SP1, so she purchased a new computer and she has had no problems since.

Have a great day.

Regards,
-Phil