Microsoft Windows Update Support - a real WOW response!

Submitted by Scott on Sat, 03/06/2010 - 22:10
I had an issue a couple of days ago while updating a 64-bit AMD based Compaq PC to Service Pack 3 that caused the PC to continuously reboot to a screen where Safe Mode was the only OS system choice that allowed PC access.  I restored the computer to factory settings and ran Windows Update until I was back at SP 3 again, at which point the issue repeated. 

My thought was to look at Support.HP.Com and see if they had a Bios or Chipset update that just might do the trick.  While on the site, I saw EXACTLY what I needed.  A HP utility to install BEFORE (oops) you run Windows Update to Install SP3 on such a PC.  So, I back tracked.  

Now, with only Safe Mode available to me, I used Windows Restore and went back to the point before SP3 was installed.  Then, ran the HP provided utility, and installed SP3 and all was well.  

Before I searched the HP site, I had seen such clear evidence that SP3 caused the issue, I actually contacted Windows Update Support using the contact form here:

They took two days to get back to me, so I had it figured out by then .. but..apparently this is an issue with HP where they install  Intel software and not the AMD required software when SP 3 is installed.

I found this just now which discusses it:


Answer:
Actually, the problem is not AMD, it is a software problem. 

Go here for more information: 

https://msinfluentials.com/blogs/jesper/archive/2008/05/08/does-your-amd-based-computer-boot-after-installing-xp-sp3.aspx 

Apparently, there are certain OEM images that when upgrading to SP3, accidentally load an intel driver instead of an amd driver.
 01/09/2009 10:56 AM
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tflanagan
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Joined: 01/09/2009 
I have an Opteron 148 processor. When installing Service Pack 3 my system crashed and I had to reinstall Windows. Our IT rep. said that SP3 is not compatible with AMD processors. Is this true? Is there a patch? What's happening now is that I can't upgrade some of my software because SP3 is required.

But, the real point of this run on sentence of a blog post is that I was extremely impressed with the knowledgeable and complete response I received from Bill from Windows Update Support.  The amount of detail he provides in his email is truly exemplary....and this from Microsoft.  Thats a WOW in my book.  His email is here:

Dear Scott,

 

Thank you for contacting Microsoft Online Support Service. My name is Bill, and I am glad to work with you. First, I would like to apologize for your support request being unexpectedly delayed. Please be assured you have successfully contacted the correct support team and I will be working with you to address your concerns as quickly as possible.

 

For your reference, the case ID for this service request is SRX1126444397. You can contact me by sending an email to (Email anonymous) with the case ID in the subject line.

                                                                                           

From the problem description, I understand that after installing Windows Service Pack 3 (SP3), we can only boot up in Safe Mode or Safe Mode with networking. You are running Windows Update for Windows XP Service Pack 3 in Safe Mode with networking. We received an error [Error number: 0x8007043C]. You consider may be a later update than SP3 may fix this issue. In addition, you mentioned that it is Compaq Presario SR1403WM. If there has been any misunderstanding, please do not hesitate to let me know.

 

I understand the inconvenience you have experienced. Please be assured that I will do my best to help you.

 

Before moving on, please allow me to explain that we cannot access the Windows Update website in Safe Mode with networking due to the related service is disabled in this mode. It is designed by default. Also, Windows Service Pack 3 (SP3) is the latest service pack version.  

 

I would like to explain that this issue can occur since the same image to Intel-based computers is deployed on the computer which is non-Intel-based. Hence, the computer cannot boot up properly.

 

Additionally, HP has realized this issue and released an article to check this issue.

 

HP Pavilion and Compaq Presario Desktop PCs - Computer Restarts after Displaying Stop Error 0x0000007E (After Updating with Service Pack 3 for Windows XP)

 

http://h10025.www1.hp.com/ewfrf/wc/document?lc=en&cc=us&docname=c01457284&dlc=en

 

Please Note: The third-party product discussed here is manufactured by a company that is independent of Microsoft. We make no warranty, implied or otherwise, regarding this product's performance or reliability.

 

Based on this time, I suggest we use this method to troubleshoot this issue.

 

Apply this attachment:

=================

1. Restart the computer.

2. After "POST" (the Power On Self Test usually has a text mode screen at the beginning when a system boots up), keep pressing the F8 key until the Windows Startup menu appears.

3. Choose "Safe Mode with Networking" and press Enter.

4. Please download the attachment "removeIntelPPMonAMD.zip" in the email and extract it.

5. After extracting the attachment, you can see a file called "removeIntelPPMonAMD.vb_".

6. Please right click it and click rename.

7. Please rename it to "removeIntelPPMonAMD.vbs".

8. Double click and apply it.

 

(Since you are using gmail, it will block attachment which includes executable files. That's why we need to rename the file first and apply it. If you have encountered problems with renaming, please provide me another email address except the gmail account.)  

 

Hope everything goes well and have a good day!

 

Best regards,

 

Bill (Last name Anonymous)

(Email anonymous)

Microsoft Windows Support Professional

---------------------------------------  

Satisfied Customers are my #1 priority

 

If you have any feedback regarding Microsoft support, we would be glad to hear from you.  If you would feel more comfortable speaking with someone else regarding my service, Bill  (Last name Anonymous), my manager, would be very happy to hear your comments and suggestions.  You may reach my manager by sending an email to (Email anonymous)

 

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