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Windows 7 PCs Fail/Hang on Boot after the Microsoft Windows April 9, 2019 Update

We received reports from departments yesterday and today on Windows 7 PCs hanged after the Windows update on April 9, 2019 (KB 4493472 and KB 4493446) was performed. 

Sophos released a knowledge base related to this issue on April 10, 2019:

Sophos Central Endpoint and SEC: Computers fail/hang on boot after the Microsoft Windows April 9, 2019 update
https://community.sophos.com/kb/en-us/133945

In case your department encounters this issue, you can try the following steps as a workaround:  

  1. Turn off the PC by its power button in case it is hanged during Windows update.  Hold the button for a few seconds until the PC is turned off. 
     
  2. Turn on the PC and during its starting up, press the <F8> key to enter the boot menu.
     
  3. Select “Safe mode with networking”.
     
  4. If the PC displays “Failure configuring Windows update reverting changes.  Do not turn off your computer.”, wait until the update is removed and rebooted.   Then go to step 6.
     
  5. If the message in item 4 is NOT displayed, uninstall the KB4493472 update (https://www.howtogeek.com/206271/how-to-roll-back-or-uninstall-a-problematic-windows-update/) and disable Windows update (https://www.wikihow.com/Turn-Off-Windows-Update-in-Windows-7).   
     
  6. Disable Sophos anti-virus (https://www.dummies.com/computers/operating-systems/windows-xp-vista/how-to-disable-unnecessary-services-in-windows-7/) and restart Windows to “Safe mode with networking” (see steps 2 & 3).
     
  7. Uninstall the KB4493472 update (https://www.howtogeek.com/206271/how-to-roll-back-or-uninstall-a-problematic-windows-update/).
     
  8. Disable Windows update (https://www.wikihow.com/Turn-Off-Windows-Update-in-Windows-7).
     
  9. Restart the PC. 
     
  10. Enable the Sophos anti-virus service.

We will keep in close contact with Sophos for any updates or fixes to this problem.  We shall keep you posted when new updates are received from them.

 

Best Regards,

Ken Ng

Information Technology Services