Win 7 Updates

My 75 yr old mother's HP laptop is about 8 months old, running Win 7 as an
update to the factory installed Vista. She did the update, using an MS or HP
supplied disk.

Problem:

Machine will be running for a while, when the screen goes black and a
message comes up saying 'Installing file x of yyy do not switch off' where x
is a rapidly increasing serial number and yyy is a large number, somtimes in
the tens of thousands. At the same time there's a white line across the
screen.

Machine locks, doesn't really power off, unless forced to by holding the
power button for a few seconds. Reboot doesn't always return a functioning
machine and it's often necessary to remove the battery to get anything on the
screen when restarting. Windows then does some kind of recovery and the
machine is usable for a few days until the same thing happens again.

Driving me nuts, especially as I can't get to the machine to do a re-install
as it's in another country.

Ideas - doesn't seem like proper Windows behaviour to me. HP support are not
helping at all. The seller doesn't want to know. I've no idea where to start
as I'm still running XP on my machines.

Is it Win7 64-bit?

What anti-virus application or security suite was installed when she was
running Vista and was the subscription still current?

What anti-virus application or security suite is installed now and is the
subscription current? What anti-spyware applications (other than Defender)?
What third-party firewall (if any)?

Has a(another) Norton or McAfee application ever been installed on the
computer (e.g., a free-trial version that came preinstalled on the Vista
computer when it was purchased)?

~~~~~~~~~~~~~~~~~~~~~

How do I reset Windows Update components?
[Ignore the APPLIES TO section if Win7; Access KB971058 via Internet
Explorer (32-bit) only; Run the Fix It in Default and Aggressive modes]
http://support.microsoft.com/kb/971058



kevgermany wrote:
> My 75 yr old mother's HP laptop is about 8 months old, running Win 7 as an
> update to the factory installed Vista. She did the update, using an MS or
> HP
> supplied disk.
>
> Problem:
>
> Machine will be running for a while, when the screen goes black and a
> message comes up saying 'Installing file x of yyy do not switch off'
> where
> x is a rapidly increasing serial number and yyy is a large number,
> somtimes
> in the tens of thousands. At the same time there's a white line across the
> screen.
>
> Machine locks, doesn't really power off, unless forced to by holding the
> power button for a few seconds. Reboot doesn't always return a functioning
> machine and it's often necessary to remove the battery to get anything on
> the screen when restarting. Windows then does some kind of recovery and
> the
> machine is usable for a few days until the same thing happens again.
>
> Driving me nuts, especially as I can't get to the machine to do a
> re-install
> as it's in another country.
>
> Ideas - doesn't seem like proper Windows behaviour to me. HP support are
> not
> helping at all. The seller doesn't want to know. I've no idea where to
> start
> as I'm still running XP on my machines.

Thanks

It's 32bit, as was Vista, but I've no idea which variety of 32 bit.

Only anti-virus is McaFee. Subscription is still current and the updates are
applied regularly. It's the full suite with firewall, spyware and so on. Will
try and check on the trial MacAfee. Not sure there. They already had a 3 user
licence when this machine was bought. Are you suggesting a complete McaFee
uninstall an re-install? Might be tricky to do safely from here - I guess I
could from remote assistance. Can I do that using an XP Pro machine to a Win
7 remote machine?

No hint of Norton



"PA Bear [MS MVP]" wrote:

> Is it Win7 64-bit?
>
> What anti-virus application or security suite was installed when she was
> running Vista and was the subscription still current?
>
> What anti-virus application or security suite is installed now and is the
> subscription current? What anti-spyware applications (other than Defender)?
> What third-party firewall (if any)?
>
> Has a(another) Norton or McAfee application ever been installed on the
> computer (e.g., a free-trial version that came preinstalled on the Vista
> computer when it was purchased)?
>
> ~~~~~~~~~~~~~~~~~~~~~
>
> How do I reset Windows Update components?
> [Ignore the APPLIES TO section if Win7; Access KB971058 via Internet
> Explorer (32-bit) only; Run the Fix It in Default and Aggressive modes]
> http://support.microsoft.com/kb/971058
>
>
>
> kevgermany wrote:
> > My 75 yr old mother's HP laptop is about 8 months old, running Win 7 as an
> > update to the factory installed Vista. She did the update, using an MS or
> > HP
> > supplied disk.
> >
> > Problem:
> >
> > Machine will be running for a while, when the screen goes black and a
> > message comes up saying 'Installing file x of yyy do not switch off'
> > where
> > x is a rapidly increasing serial number and yyy is a large number,
> > somtimes
> > in the tens of thousands. At the same time there's a white line across the
> > screen.
> >
> > Machine locks, doesn't really power off, unless forced to by holding the
> > power button for a few seconds. Reboot doesn't always return a functioning
> > machine and it's often necessary to remove the battery to get anything on
> > the screen when restarting. Windows then does some kind of recovery and
> > the
> > machine is usable for a few days until the same thing happens again.
> >
> > Driving me nuts, especially as I can't get to the machine to do a
> > re-install
> > as it's in another country.
> >
> > Ideas - doesn't seem like proper Windows behaviour to me. HP support are
> > not
> > helping at all. The seller doesn't want to know. I've no idea where to
> > start
> > as I'm still running XP on my machines.
>
> .
>

McAfee (and Norton) applications are notorious for not upgrading (or
uninstalling) cleanly.

1. Run this McAfee three-step fix:
http://service.mcafee.com/FAQDocument.aspx?id=TS100507

TIP: Download the removal tool, saving it to the desktop, BEFORE you
uninstall the McAfee application. To run the tool, right-click on the saved
file & select Run as Administrator. Don't TOUCH the computer until the run
completes, then reboot.

TIP: Make certain that the Windows Firewall is enabled immediately after
uninstalling the McAfee application. (Should happen automatically but check
anyway.)

2. For good measure, also reset Windows Update components (see previous
reply) & reboot once more.


kevgermany wrote:
> Thanks
>
> It's 32bit, as was Vista, but I've no idea which variety of 32 bit.
>
> Only anti-virus is McaFee. Subscription is still current and the updates
> are
> applied regularly. It's the full suite with firewall, spyware and so on.
> Will try and check on the trial MacAfee. Not sure there. They already had
> a
> 3 user licence when this machine was bought. Are you suggesting a complete
> McaFee uninstall an re-install? Might be tricky to do safely from here - I
> guess I could from remote assistance. Can I do that using an XP Pro
> machine
> to a Win 7 remote machine?
>
> No hint of Norton
>
> "PA Bear [MS MVP]" wrote:
>> Is it Win7 64-bit?
>>
>> What anti-virus application or security suite was installed when she was
>> running Vista and was the subscription still current?
>>
>> What anti-virus application or security suite is installed now and is the
>> subscription current? What anti-spyware applications (other than
>> Defender)? What third-party firewall (if any)?
>>
>> Has a(another) Norton or McAfee application ever been installed on the
>> computer (e.g., a free-trial version that came preinstalled on the Vista
>> computer when it was purchased)?
>>
>> ~~~~~~~~~~~~~~~~~~~~~
>>
>> How do I reset Windows Update components?
>> [Ignore the APPLIES TO section if Win7; Access KB971058 via Internet
>> Explorer (32-bit) only; Run the Fix It in Default and Aggressive modes]
>> http://support.microsoft.com/kb/971058
>>
>>
>>
>> kevgermany wrote:
>>> My 75 yr old mother's HP laptop is about 8 months old, running Win 7 as
>>> an
>>> update to the factory installed Vista. She did the update, using an MS
>>> or
>>> HP
>>> supplied disk.
>>>
>>> Problem:
>>>
>>> Machine will be running for a while, when the screen goes black and a
>>> message comes up saying 'Installing file x of yyy do not switch off'
>>> where
>>> x is a rapidly increasing serial number and yyy is a large number,
>>> somtimes
>>> in the tens of thousands. At the same time there's a white line across
>>> the
>>> screen.
>>>
>>> Machine locks, doesn't really power off, unless forced to by holding the
>>> power button for a few seconds. Reboot doesn't always return a
>>> functioning
>>> machine and it's often necessary to remove the battery to get anything
>>> on
>>> the screen when restarting. Windows then does some kind of recovery and
>>> the
>>> machine is usable for a few days until the same thing happens again.
>>>
>>> Driving me nuts, especially as I can't get to the machine to do a
>>> re-install
>>> as it's in another country.
>>>
>>> Ideas - doesn't seem like proper Windows behaviour to me. HP support are
>>> not
>>> helping at all. The seller doesn't want to know. I've no idea where to
>>> start
>>> as I'm still running XP on my machines.
>>
>> .

Sorry, I replied to this yesterday, but the post hasn't come through.

It's straight 32 bit.

Will check on the Macafee/pre-installed side, but I don't think so.

Macafee is up to date and licenced - they already had a 3 user licence from
their other computer.

Do you think it's worth re-installing macafee? I guess I could do it from
here, if XP Pro remote desktop will drive a Win 7 machine. Remote assistance
might work as well.

"PA Bear [MS MVP]" wrote:

> Is it Win7 64-bit?
>
> What anti-virus application or security suite was installed when she was
> running Vista and was the subscription still current?
>
> What anti-virus application or security suite is installed now and is the
> subscription current? What anti-spyware applications (other than Defender)?
> What third-party firewall (if any)?
>
> Has a(another) Norton or McAfee application ever been installed on the
> computer (e.g., a free-trial version that came preinstalled on the Vista
> computer when it was purchased)?
>
> ~~~~~~~~~~~~~~~~~~~~~
>
> How do I reset Windows Update components?
> [Ignore the APPLIES TO section if Win7; Access KB971058 via Internet
> Explorer (32-bit) only; Run the Fix It in Default and Aggressive modes]
> http://support.microsoft.com/kb/971058
>
>
>
> kevgermany wrote:
> > My 75 yr old mother's HP laptop is about 8 months old, running Win 7 as an
> > update to the factory installed Vista. She did the update, using an MS or
> > HP
> > supplied disk.
> >
> > Problem:
> >
> > Machine will be running for a while, when the screen goes black and a
> > message comes up saying 'Installing file x of yyy do not switch off'
> > where
> > x is a rapidly increasing serial number and yyy is a large number,
> > somtimes
> > in the tens of thousands. At the same time there's a white line across the
> > screen.
> >
> > Machine locks, doesn't really power off, unless forced to by holding the
> > power button for a few seconds. Reboot doesn't always return a functioning
> > machine and it's often necessary to remove the battery to get anything on
> > the screen when restarting. Windows then does some kind of recovery and
> > the
> > machine is usable for a few days until the same thing happens again.
> >
> > Driving me nuts, especially as I can't get to the machine to do a
> > re-install
> > as it's in another country.
> >
> > Ideas - doesn't seem like proper Windows behaviour to me. HP support are
> > not
> > helping at all. The seller doesn't want to know. I've no idea where to
> > start
> > as I'm still running XP on my machines.
>
> .
>

1. Run this McAfee three-step fix:
http://service.mcafee.com/FAQDocument.aspx?id=TS100507

2. Reset Windows Update (again): http://support.microsoft.com/kb/971058

3. Reboot once more & test.


kevgermany wrote:
> Sorry, I replied to this yesterday, but the post hasn't come through.
>
> It's straight 32 bit.
>
> Will check on the Macafee/pre-installed side, but I don't think so.
>
> Macafee is up to date and licenced - they already had a 3 user licence
> from
> their other computer.
>
> Do you think it's worth re-installing macafee? I guess I could do it from
> here, if XP Pro remote desktop will drive a Win 7 machine. Remote
> assistance
> might work as well.
>
> "PA Bear [MS MVP]" wrote:
>
>> Is it Win7 64-bit?
>>
>> What anti-virus application or security suite was installed when she was
>> running Vista and was the subscription still current?
>>
>> What anti-virus application or security suite is installed now and is the
>> subscription current? What anti-spyware applications (other than
>> Defender)? What third-party firewall (if any)?
>>
>> Has a(another) Norton or McAfee application ever been installed on the
>> computer (e.g., a free-trial version that came preinstalled on the Vista
>> computer when it was purchased)?
>>
>> ~~~~~~~~~~~~~~~~~~~~~
>>
>> How do I reset Windows Update components?
>> [Ignore the APPLIES TO section if Win7; Access KB971058 via Internet
>> Explorer (32-bit) only; Run the Fix It in Default and Aggressive modes]
>> http://support.microsoft.com/kb/971058
>>
>>
>>
>> kevgermany wrote:
>>> My 75 yr old mother's HP laptop is about 8 months old, running Win 7 as
>>> an
>>> update to the factory installed Vista. She did the update, using an MS
>>> or
>>> HP
>>> supplied disk.
>>>
>>> Problem:
>>>
>>> Machine will be running for a while, when the screen goes black and a
>>> message comes up saying 'Installing file x of yyy do not switch off'
>>> where
>>> x is a rapidly increasing serial number and yyy is a large number,
>>> somtimes
>>> in the tens of thousands. At the same time there's a white line across
>>> the
>>> screen.
>>>
>>> Machine locks, doesn't really power off, unless forced to by holding the
>>> power button for a few seconds. Reboot doesn't always return a
>>> functioning
>>> machine and it's often necessary to remove the battery to get anything
>>> on
>>> the screen when restarting. Windows then does some kind of recovery and
>>> the
>>> machine is usable for a few days until the same thing happens again.
>>>
>>> Driving me nuts, especially as I can't get to the machine to do a
>>> re-install
>>> as it's in another country.
>>>
>>> Ideas - doesn't seem like proper Windows behaviour to me. HP support are
>>> not
>>> helping at all. The seller doesn't want to know. I've no idea where to
>>> start
>>> as I'm still running XP on my machines.
>>
>> .

Thanks. Now both my replies and both of yours show.

Will try all the suggestions and let you know.

"PA Bear [MS MVP]" wrote:

> 1. Run this McAfee three-step fix:
> http://service.mcafee.com/FAQDocument.aspx?id=TS100507
>
> 2. Reset Windows Update (again): http://support.microsoft.com/kb/971058
>
> 3. Reboot once more & test.
>
>
> kevgermany wrote:
> > Sorry, I replied to this yesterday, but the post hasn't come through.
> >
> > It's straight 32 bit.
> >
> > Will check on the Macafee/pre-installed side, but I don't think so.
> >
> > Macafee is up to date and licenced - they already had a 3 user licence
> > from
> > their other computer.
> >
> > Do you think it's worth re-installing macafee? I guess I could do it from
> > here, if XP Pro remote desktop will drive a Win 7 machine. Remote
> > assistance
> > might work as well.
> >
> > "PA Bear [MS MVP]" wrote:
> >
> >> Is it Win7 64-bit?
> >>
> >> What anti-virus application or security suite was installed when she was
> >> running Vista and was the subscription still current?
> >>
> >> What anti-virus application or security suite is installed now and is the
> >> subscription current? What anti-spyware applications (other than
> >> Defender)? What third-party firewall (if any)?
> >>
> >> Has a(another) Norton or McAfee application ever been installed on the
> >> computer (e.g., a free-trial version that came preinstalled on the Vista
> >> computer when it was purchased)?
> >>
> >> ~~~~~~~~~~~~~~~~~~~~~
> >>
> >> How do I reset Windows Update components?
> >> [Ignore the APPLIES TO section if Win7; Access KB971058 via Internet
> >> Explorer (32-bit) only; Run the Fix It in Default and Aggressive modes]
> >> http://support.microsoft.com/kb/971058
> >>
> >>
> >>
> >> kevgermany wrote:
> >>> My 75 yr old mother's HP laptop is about 8 months old, running Win 7 as
> >>> an
> >>> update to the factory installed Vista. She did the update, using an MS
> >>> or
> >>> HP
> >>> supplied disk.
> >>>
> >>> Problem:
> >>>
> >>> Machine will be running for a while, when the screen goes black and a
> >>> message comes up saying 'Installing file x of yyy do not switch off'
> >>> where
> >>> x is a rapidly increasing serial number and yyy is a large number,
> >>> somtimes
> >>> in the tens of thousands. At the same time there's a white line across
> >>> the
> >>> screen.
> >>>
> >>> Machine locks, doesn't really power off, unless forced to by holding the
> >>> power button for a few seconds. Reboot doesn't always return a
> >>> functioning
> >>> machine and it's often necessary to remove the battery to get anything
> >>> on
> >>> the screen when restarting. Windows then does some kind of recovery and
> >>> the
> >>> machine is usable for a few days until the same thing happens again.
> >>>
> >>> Driving me nuts, especially as I can't get to the machine to do a
> >>> re-install
> >>> as it's in another country.
> >>>
> >>> Ideas - doesn't seem like proper Windows behaviour to me. HP support are
> >>> not
> >>> helping at all. The seller doesn't want to know. I've no idea where to
> >>> start
> >>> as I'm still running XP on my machines.
> >>
> >> .
>
> .
>