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Richard
Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 33834
Experience:  Over 15 year experience resolving Microsoft Office Issues
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I'm trying to download windows 10. it all starts good then

Customer Question

Hi I'm trying to download windows 10. it all starts good then it comes up with error saying I have no internet connection, but I am connected. I've tried it several times, it takes for ever but just dose the same. what can I do
Submitted: 8 months ago.
Category: Microsoft Office
Expert:  Richard replied 8 months ago.

Hi there and welcome

Can you tell me the make and model of the computer, and the version of windows you have installed now please

Customer: replied 8 months ago.
windows seven, Samsung RC710, Im trying to install it now, its 78 through getting upgrade ready
Expert:  Richard replied 8 months ago.

ok, let me know when it fails please so we can do the troubleshooting steps

Customer: replied 8 months ago.
this may take a few minutes, is that ok
Expert:  Richard replied 8 months ago.

no problem at all

Customer: replied 8 months ago.
its getting the upgrade ready now
Expert:  Richard replied 8 months ago.

thanks

Customer: replied 8 months ago.
its gone back to 0 now
Customer: replied 8 months ago.
it seems to be stuck on 2%
Expert:  Richard replied 8 months ago.

this is downloading or installing the update?

Customer: replied 8 months ago.
are you there richard
Customer: replied 8 months ago.
no it says getting upgrade ready
Expert:  Richard replied 8 months ago.

ok, let me know if it still fails please

Customer: replied 8 months ago.
how long do we give it
Expert:  Richard replied 8 months ago.

until it errors

Customer: replied 8 months ago.
75%
Expert:  Richard replied 8 months ago.

thanks

Customer: replied 8 months ago.
were getting there 82%
Expert:  Richard replied 8 months ago.

fingers crossed!!

Customer: replied 8 months ago.
it flashed through some screens and is now installing 14%
Customer: replied 8 months ago.
it has done this before, but then it just stops
Expert:  Richard replied 8 months ago.

ok, remember it can take an hour or so, so lets see how it goes.

Customer: replied 8 months ago.
the screen has now change to blue and says checking for updates
Expert:  Richard replied 8 months ago.

ok, let it complete please

Customer: replied 8 months ago.
its making ready to install
Customer: replied 8 months ago.
it says I need to uninstall Samsung recovery solution 5. I have no idea what that is shall I press uninstall
Customer: replied 8 months ago.
are you still there Richard
Expert:  Richard replied 8 months ago.

I am here

Go to Start, Control Panel, Uninstall a Program and uninstall it from there please

Customer: replied 8 months ago.
ok done that
Customer: replied 8 months ago.
it says uninstall on the windows 10 screen or refresh
Expert:  Richard replied 8 months ago.

choose refresh

Customer: replied 8 months ago.
ok its now making sure my computer has enough space
Expert:  Richard replied 8 months ago.

ok good

Customer: replied 8 months ago.
OK I've switched ton my tablet, as the whole screens gone blue, says installing windows 10, I can't get back to you page on my lap top it's 38% now
Expert:  Richard replied 8 months ago.

no problem, let me know the results please

Customer: replied 8 months ago.
The screen seams to have frozen. There's the blue windows sign in the middle of the screen nothing else. It's been like it for over 10mins
Expert:  Richard replied 8 months ago.

ok, leave it for 20 minutes please, it can take some time.

Customer: replied 8 months ago.
What even though there's nothing on the screen
Expert:  Richard replied 8 months ago.

yes

Customer: replied 8 months ago.
OK it's just the same, nothing seems to be happening. The laptop is completely silent
Customer: replied 8 months ago.
I have no cursor
Expert:  Richard replied 8 months ago.

ok, disconnect the power cable then hold the power button for 60 seconds then release.

Connect the power, turn it on and tell me what happens please

Customer: replied 8 months ago.
OK it has a windowide, saying couldn't install windows 10. 0xC1900101-0x20017. The installation failed in the SAFE_OS phase with an error during BOOT operation
Customer: replied 8 months ago.
It sAysgarth it's set my phone back to how it was before I started installing windows 10
Expert:  Richard replied 8 months ago.

your phone?

Customer: replied 8 months ago.
It says it's set my pc back to how it was before I started to install windows 10
Customer: replied 8 months ago.
Sorry bloody predicted text
Expert:  Richard replied 8 months ago.

which version of windows is on it now

Customer: replied 8 months ago.
Windows 7
Expert:  Richard replied 8 months ago.

Click Start, All Programs, Accessories, right click on Command Prompt and select Run As Administrator.

A black window will open.

Type in it

sfc /scannow

press enter and when it has completed, type in

chkdsk /r

Press enter.

It will give a message "the type of the file system is NTFS cannot lock current drive.

chkdsk cannot run because the volume is in use by another process. Would you like to schedule this volume to be checked the next time the system restarts y/n" Say Y, press enter and restart the computer.

Please note, while this normally only takes 10 minutes to run, it can take at times number of hours if windows encounters many issues. If this is occurring it is critical to let this complete as it means you have corruption on the hard drive that it needs to fix. Even if it looks like the scan is not progressing, it is, please just let it run to completion. Windows will then start when it has.

Then try to update to windows 10 again please

Customer: replied 8 months ago.
OK I've done all that, and the laptop has started again. I am now trying to install windows 10 again. Let you know what happens
Expert:  Richard replied 8 months ago.

thank you

Customer: replied 8 months ago.
OK Richard. I have tried again to install windows 10. This time I have windows couldn't be installed failed: 1 update errors found C1900101-20017
Customer: replied 8 months ago.
The screen froze again while I was doing it, so shut down and restarted like last time and the got that on the screen
Expert:  Richard replied 8 months ago.

whats the make and model of the computer?

Customer: replied 8 months ago.
Samsung RC710
Expert:  Richard replied 8 months ago.

Turn the laptop on.

At the Samsung Logo screen press the F2 key.

Inside the BIOS, navigate to the Boot menu and find the UEFI Boot option. If, it is disabled, then,enable it and exit the BIOS while saving the settings by pressing F10. Restart your computer into your installed Windows.

After the system is restarted, navigate to C: > Windows > SoftwareDistribution > Download and delete everything inside this folder.

Then try to install windows 10 please

Customer: replied 8 months ago.
I've pressed the f2 tab nothing happens
Expert:  Richard replied 8 months ago.

you need to tap it just as it starts up, it will enter it.

Customer: replied 8 months ago.
OK I've got the boot manager, what do I need to do now
Expert:  Richard replied 8 months ago.

Inside the BIOS, navigate to the Boot menu and find the UEFI Boot option. If, it is disabled, then,enable it and exit the BIOS while saving the settings by pressingF10. Restart your computer into your installed Windows.

After the system is restarted, navigate to C: > Windows > SoftwareDistribution > Download and delete everything inside this folder.

Then try to install windows 10 please

Customer: replied 8 months ago.
Where's UEFI boot option
Customer: replied 8 months ago.
This is my screen
Expert:  Richard replied 8 months ago.

thats not where you should be, you pressed F8 instead.

Read this please

http://www.samsung.com/ie/support/skp/faq/1038018

Customer: replied 8 months ago.
I'm not on a notebook, I'm on a laptop
Expert:  Richard replied 8 months ago.

yes, that is a notebook, same thing different words

Customer: replied 8 months ago.
Is this the right screen
Expert:  Richard replied 8 months ago.

yes

Customer: replied 8 months ago.
I have no cursor now
Customer: replied 8 months ago.
OK this is the screen what now, where will I find UEFI
Customer: replied 8 months ago.
Is this it
Expert:  Richard replied 8 months ago.

UEFI Boot option. If, it is disabled, then,enable it

Customer: replied 8 months ago.
Richard I don't know what you mean did you see the last picture of my screen, am I even on the right screen
Expert:  Richard replied 8 months ago.

I am asking you to LOOK if you have the UEFI Boot option. If, it is disabled, then,enable it

Customer: replied 8 months ago.
I've looked all over this screen and can't find UEFI Boot
Expert:  Richard replied 8 months ago.

Then you will need to reinstall windows.

Copy off all personal data from the computer, programs you need to install again as this will remove all data.

Once done, restart the computer Tap the F4 Key at the Samsung logo when you first power on the computer

Follow the onscreen steps to perform a factory restore which reinstalls windows.

Once done, then upgrade to windows 10 please

Customer: replied 8 months ago.
I don't know how to copy all my data yet install them all again, I won't be able to do this richard
Expert:  Richard replied 8 months ago.

you will need to use an external hard disk for this, the you copy the data to it just like copying any files on the computer.

Customer: replied 8 months ago.
Could you do this for me
Expert:  Richard replied 8 months ago.

No its not possible to be done remotely sorry as you have no internet when doing this.

Customer: replied 8 months ago.
OK if I can get the copy done, maybe tomorrow, will I still be able to contact you, as my problem hasn't been solved
Expert:  Richard replied 8 months ago.

yes you will be able to

Customer: replied 8 months ago.
OK I'll try and get a back up done.
Customer: replied 8 months ago.
Thanks for your help
Expert:  Richard replied 8 months ago.

your welcopme

Customer: replied 8 months ago.
Hi Richard are you there
Expert:  Richard replied 8 months ago.

Hi, I am here

Customer: replied 8 months ago.
OK I have had a new ssd drive put in my previous. The old one has all my data on it. I have a caddy with external enclosure so I can get the data back. I have started the pc pressed f4 to set windows back to factory settings. The screen now says that it can't find recovery solution 5. It won't find it because we unistalled it yesterday, if look back at our chat. So what do I do now
Customer: replied 8 months ago.
Should read my pc
Expert:  Richard replied 8 months ago.

you cannot do what you explained... you have to use the original hard drive

Customer: replied 8 months ago.
I have the original hard drive with all my data on and a new ssd drive in the pc now.
Expert:  Richard replied 8 months ago.

you need to use the original hard disk as this has windows on it for the reinstallation

Customer: replied 8 months ago.
Right the new ssd drive which is the hard drive right. Has all my data on it. Shall I take that out and put back the old one which also has all my data on it. Then do factory settings. Then get the data back from the new ssd drive with the caddy.
Expert:  Richard replied 8 months ago.

yes

Customer: replied 8 months ago.
OK I'll do that now, be back in a bit
Expert:  Richard replied 8 months ago.

thanks

Customer: replied 8 months ago.
OK do I want to do basic restore, complete restore, or data restore
Expert:  Richard replied 8 months ago.

complete restore

Customer: replied 8 months ago.
I'm thinking complate restore
Expert:  Richard replied 8 months ago.

complete restore

Customer: replied 8 months ago.
it's all done. Do I now go online and get windows 10
Expert:  Richard replied 8 months ago.

yes please

Customer: replied 8 months ago.
Any windows 10 download there seems to be loads
Expert:  Richard replied 8 months ago.

you can run this tool to download

http://go.microsoft.com/fwlink/?LinkId=616936

Customer: replied 8 months ago.
Cant see anything about windows 10 on that link
Expert:  Richard replied 8 months ago.

it downloaded a file, you run the downloaded file.

Customer: replied 8 months ago.
I typed it in bing just gives me a load of sites
Expert:  Richard replied 8 months ago.

you do not type it in Bing... you click the link I gave and a file is downloaded

Customer: replied 8 months ago.
OK I've typed it in the top box and opened up the download centre what now
Customer: replied 8 months ago.
OK I very found it and started to download
Expert:  Richard replied 8 months ago.

why are you typing it in bing and boxes and things?

I have requested an extension to this question as we have had to go beyond the scope of this question with the repeating of instructions ect.

Please accept this so we can continue

Customer: replied 8 months ago.
I shouldn't have to pay more, we ran out of time yesterday, I have been doing what you say. I'm now downloadingredients windows 10. You can't leave me now, I won't no how to get all my data back
Customer: replied 8 months ago.
Richard are you there
Expert:  Richard replied 8 months ago.

I am going to opt out of working with you on this as I feel I have provided instructions but you seem to do the opposite and I do not wish to proceed in the manner further unless the additional Q&A is accepted.

To clarify, you are declining this correct?

Expert:  Richard replied 8 months ago.

as then I will opt out of working further on this.

Customer: replied 8 months ago.
Is this added to the £13 I already payed
Expert:  Richard replied 8 months ago.

yes

Customer: replied 8 months ago.
Well I have no choice but to except
Customer: replied 8 months ago.
Do I just click accept on the link you sent
Expert:  Richard replied 8 months ago.

yes please

Richard, Software Engineer
Category: Microsoft Office
Satisfied Customers: 33834
Experience: Over 15 year experience resolving Microsoft Office Issues
Richard and 4 other Microsoft Office Specialists are ready to help you
Customer: replied 8 months ago.
I'm still uploadingredients windows 10
Customer: replied 8 months ago.
I'm still uploading windows 10
Expert:  Richard replied 8 months ago.

yes it can take some hours

Customer: replied 8 months ago.
Hi Richard are you there, It seems to be frozen on 99% it's been like this for about an hour and half
Customer: replied 8 months ago.
Hi Richard, I'm still downloading windows 10 it seems to have frozen at 99% it's been like that for about an hour and half
Customer: replied 8 months ago.
Richard I've paid £34 I want to get my pc sorted
Expert:  Richard replied 8 months ago.

is it still frozen on 99%?

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