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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06572866

Version: 5

HP Commercial Desktops, Notebooks, and Thin Clients PCs - Installing or Upgrading to Windows 10 Version 2004 or Installing KB4524244 or KB4535680 Results in Hang

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 : 19-Feb-2020

Last updated : 19-Feb-2020

DESCRIPTION
The computer hangs while installing Microsoft Windows 10 version 2004 or after attempting to update the operating system to the latest patch as of February 11, 2020 Update (all versions). After restarting the computer, a HP Sure Start Recovery warning message will appear. The following messages are seen:
Figure 1. HP Sure Start Recovery warning message
The following message appears when viewing the Windows updates status:
Figure 2. Window Updates failed message
This issue also occurs while installing Microsoft Windows 10 version 2004.

SCOPE
Information in this document applies to the following:
Notebook Computers:
  • HP EliteBook 735 G5 Notebook PC
  • HP EliteBook 735 G6 Notebook PC
  • HP EliteBook 745 G5 Notebook PC
  • HP EliteBook 745 G6 Notebook PC
  • HP EliteBook 755 G5 Notebook PC
  • HP ProBook 645 G4 Notebook PC
  • HP mt44 Mobile Thin Client
  • HP mt45 Mobile Thin Client
Desktop Computers:
  • HP EliteDesk 705 35W G4 Desktop Mini PC
  • HP EliteDesk 705 65W G4 Desktop Mini PC
  • HP EliteDesk 705 G4 Microtower PC
  • HP EliteDesk 705 G4 Small Form Factor PC
  • HP EliteDesk 705 G4 Workstation Edition
  • HP EliteDesk 705 G5 Desktop Mini PC
  • HP EliteDesk 705 G5 Small Form Factor PC
  • HP ProDesk 405 G4 Small Form Factor PC
Operating Systems:
Microsoft Windows 10 (All Versions)
RESOLUTION
To prevent this issue from occurring, please upgrade to latest BIOS before proceeding to install or update to the latest Windows 10 version 2004 or re-installing the KB4524244 or KB4535680.
To recover from this issue, perform the following steps:
  1. Power on or restart the computer.
  2. If the HP Sure Start Recovery warning message appears, select OK.

    If the computer boots successfully into Windows, do not install the updates. The updates will continue to fail when installed.

    If the computer does not boot into Windows successfully, then proceed to Step 3.

  3. Press the F10 key to enter HP Computer Setup (F10 Setup).
  4. Select Security>BIOS Sure Start.
  5. Uncheck the Sure Start Secure Boot keys protection option to disable it.
  6. Save changes and exit the BIOS.
  7. Complete the pending Windows update installation. After the performing the updates, manually re-enable Sure Start Secure Boot keys protection option.
  8. Restart the computer.
  9. Press the F10 key to enter HP Computer Setup (F10 Setup).
  10. Select Security>BIOS Sure Start.
  11. Check the Sure Start Secure Boot keys protection option to enable.
  12. Save changes and exit the BIOS.
NOTE: If the issue persists, then refer to the following article:
https://support.microsoft.com/en-us/help/4524244/security-update-for-windows-10-february-11-2020
NOTE: Microsoft has removed the Windows update (KB4524244) and will no longer offer this KB4524244. This update will be re-released as KB4535680 by January 10/2021.
If the latest supported BIOS is not installed on the system, then Windows 2004 installation, Windows 2004 Update, or the KB4524244 or KB4535680 update may be blocked for installation or download.
HP recommends that the latest BIOS is installed before updating or installing Windows 2004 or installing the KB4524244 or KB4535680.
Models Affected
BIOS Version
Download SoftPaq
HP EliteDesk 705 G4 Microtower PC
02.13.00
SP108747
HP EliteDesk 705 G4 Workstation Edition
02.13.00
SP108747
HP EliteDesk 705 G4 Small Form Factor PC
02.13.00
SP108749
HP EliteDesk 705 65W G4 Desktop Mini PC
02.13.00
SP108750
HP EliteDesk 705 35W G4 Desktop Mini PC
02.13.00
SP108750
HP EliteDesk 705 G5 Small Form Factor PC
02.06.00
SP107613
HP EliteDesk 705 G5 Desktop Mini HP PC
02.06.00
SP107615
HP ProDesk 405 G4 Small Form Factor PC
02.13.00
SP108749
HP EliteBook 745 G6 Notebook PC
01.06.00
SP107599
HP EliteBook 735 G6 Notebook PC
01.06.00
SP107599
HP MT45 THIN CLIENT
01.06.00
SP107624
HP EliteBook 745 G5 Notebook PC
01.12.00
SP107000
HP EliteBook 755 G5 Notebook PC
01.12.00
SP107000
HP EliteBook 735 G5 Notebook PC
01.12.00
SP107000
HP MT44 THIN CLIENT
01.12.00
SP107621
HP ProBook 645 G4 Notebook PC
01.12.00
SP107601
NOTE: A more recent version of this software may be available. Check for newer versions at: http://www.hp.com/drivers

Hardware platforms affected : HP EliteBook 735 G5 Notebook PC, HP EliteBook 735 G6 Notebook PC, HP EliteBook 745 G5 Notebook PC, HP EliteBook 745 G6 Notebook PC, HP EliteBook 755 G5 Notebook PC, HP EliteDesk 705 35W G4 Desktop Mini PC, HP EliteDesk 705 65W G4 Desktop Mini PC, HP EliteDesk 705 G4 Microtower PC, HP EliteDesk 705 G4 Small Form Factor PC, HP EliteDesk 705 G4 Workstation Edition, HP EliteDesk 705 G5 Desktop Mini PC, HP EliteDesk 705 G5 Small Form Factor PC, HP ProBook 645 G4 Notebook PC, HP ProDesk 405 G4 Small Form Factor PC, HP mt44 Mobile Thin Client, HP mt45 Mobile Thin Client

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06572866

© Copyright 2023 HP Development Company, L.P.
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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