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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c04137103

Version: 1

HP EliteBook, HP ElitePad, HP ZBook Mobile Workstation Notebook PCs - Cannot Upgrade Computer to Microsoft Windows 8.1 From Microsoft Windows 8.0

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 20-Feb-2014

Last updated : 20-Feb-2014

DESCRIPTION
The computer cannot be upgraded from Microsoft Windows 8.0 to Microsoft Windows 8.1. The following error message is displayed:
"0xC1900101-0x30018"

SCOPE
Information in this document applies to the following:
Computers:
  • HP EliteBook 820 G1 Notebook PC
  • HP EliteBook 840 G1 Notebook PC
  • HP EliteBook 850 G1 Notebook PC
  • HP EliteBook Revolve 810 G1 Convertible Tablet
  • HP ElitePad 900 G1 Tablet
  • HP ProBook 430 G1 Notebook PC
  • HP ProBook 440 G0 Notebook PC
  • HP ProBook 440 G1 Notebook PC
  • HP ProBook 445 G1 Notebook PC
  • HP ProBook 450 G0 Notebook PC
  • HP ProBook 450 G1 Notebook PC
  • HP ProBook 455 G1 Notebook PC
  • HP ProBook 470 G0 Notebook PC
  • HP ProBook 470 G1 Notebook PC
  • HP ProBook 640 G1 Notebook PC
  • HP ProBook 645 G1 Notebook PC
  • HP ProBook 650 G1 Notebook PC
  • HP ProBook 655 G1 Notebook PC
  • HP ZBook 15-inch Mobile Workstation
  • HP ZBook 17-inch Mobile Workstation
Operating Systems:
  • Microsoft Windows 8 Pro
RESOLUTION
To resolve this issue, perform the following steps:
  1. Uninstall HP ProtectTools Security Manager.
  2. Restart the computer.
  3. Upgrade the computer to Microsoft Windows 8.1.
  4. Reinstall HP ProtectTools Security Manager for Microsoft Windows 8.1 from the product support website.
note:
HP ProtectTools is a suite of programs. The HP ProtectTools security manager and all of the HP ProtectTools components that are part of it must be uninstalled prior to upgrading to Microsoft Windows 8.1. If the HP ProtectTools Security Manager uninstaller is ran first, the uninstall window will indicate which other HP ProtectTools components depend on HP ProtectTools Security Manager and need to be uninstalled prior to removing HP ProtectTools Security manager. Once the Operating System (OS) is upgraded successfully, HP ProtectTools Security Manager and supporting components can be reinstalled. Download these additional programs from the product support website for your computing product under the proper OS version of Microsoft Windows 8.1 to obtain the right version of your components for Microsoft Windows 8.1.

Hardware platforms affected : HP EliteBook 820 G1 Notebook PC, HP EliteBook 840 G1 Notebook PC, HP EliteBook 850 G1 Notebook PC, HP EliteBook Revolve 810 G1 Tablet, HP ElitePad 900 G1 Tablet, HP ProBook 430 G1 Notebook PC, HP ProBook 440 G0 Notebook PC, HP ProBook 440 G1 Notebook PC, HP ProBook 445 G1 Notebook PC, HP ProBook 450 G0 Notebook PC, HP ProBook 450 G1 Notebook PC, HP ProBook 455 G1 Notebook PC, HP ProBook 470 G0 Notebook PC, HP ProBook 470 G1 Notebook PC, HP ProBook 640 G1 Notebook PC, HP ProBook 645 G1 Notebook PC, HP ProBook 650 G1 Notebook PC, HP ProBook 655 G1 Notebook PC, HP ZBook 15 Mobile Workstation, HP ZBook 17 Mobile Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA04137103

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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