MS agrees KB2919355 fails on 32bit Win 8.1 on 64bit laptop

dalchina

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Hi, Basic question: could there be an incompatibility with 32 bit Win 8.1 on a 64 bit PC not apparent until the latest update?

I've just had an astonishing chat with MS Answer Desk. Win 8.1 was running fine on my 5 year old HP laptop until the latest update. Many desktop features stopped working/explorer crashed after installing the large KB2919355 (win 8.1 update 1).

The MS agent claimed this was because I was running a 32 bit Win 8 on my 64bit architecture laptop, and 'should have followed procedure'. (What procedure- where?) I had installed this from an ISO file downloaded on this laptop running 32 bit Win 7. He stated downloading the (Win 8) OS would adapt to the environment it was downloaded on. That is, to get a Win 8 compatible with this architecture, I'd have to download it on a 64 bit machine with 64 bit OS!

Now Win 8/8.1 (32 bits) has not complained about being installed on my laptop. And Vista and Win 7 32 bit have been fine.. well, Win 7 until an odd problem with IE11.

Is this agent completely mistaken, or is there a bug in this KB running on my laptop?

I've tried the update twice, once via normal Windows Update, then manually in the correct sequence to identify which update => problem.

If he's right, many programs I have wouldn't work on a 64 bit OS.

And if he's right, there's a major oversight in Win 8 not detecting it shouldn't be installed as 32 bits on 64 bit architecture.

Hope you can help.. thanks!
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
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    HP G60 214EM
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    Athlon QL62
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    8200M
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I don't buy it. Try and find a 32 bit only x86 processor? When you do, ask yourself if you'd want to install Windows 8 on that old of a computer. The part about "to get the 64 bit download the PC you download on has to be running a 64 bit OS" is true. Both AMD and Intel "64 bit processors" have the x86 32 bit instruction set so they are 32 bit compatible. Update 1 comes in 64 bit and 32 bit. The 64 bit version would not install on a 32 bit system.
 

My Computer

System One

  • OS
    Windows 10 Education 64 Bit
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    HP DVD1040e Lightscribe - External USB2
Hi, thanks, tried again with a different agent- he didn't suggest running a 32bit OS on a 64 bit processor would be a problem. He suggested creating another user, admin rights, turn off my AV. Hmm. Well, I did, wasted another couple of hours.. same symptoms.

I found one similar sounding report on an MS forum - explorer crashing, taskbar unresponsive after KB2919355
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    Laptop
    System Manufacturer/Model
    HP G60 214EM
    CPU
    Athlon QL62
    Memory
    4Gb
    Graphics Card(s)
    8200M
    Browser
    Pale Moon
    Antivirus
    Avast
The MS agent claimed this was because I was running a 32 bit Win 8 on my 64bit architecture laptop, and 'should have followed procedure'.

Wow! support misguiding customers? is just not even funny... I'm astounded! :shock:
 

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    IBM
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    16K, 640K max
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    What's that?
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    Not quite
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    dual 160KB 5.25-inch disk drives
Try and find a 32 bit only x86 processor

:D You just found one (my ol' atom netbook, 8.1.1)
 

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My Computer

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    HP \ Toshiba \ Lenovo \ Dell E7440
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    FF
Try and find a 32 bit only x86 processor

:D You just found one (my ol' atom netbook, 8.1.1)

:thumb: Yeah they are out there. The point I was trying to make was you don't have to have a 32 bit only processor to run a 32 bit version of Windows. But I'm sure you knew that. :)
 

My Computer

System One

  • OS
    Windows 10 Education 64 Bit
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    PC/Desktop
    System Manufacturer/Model
    Asus
    CPU
    AMD Phenom II X4 980 Black Edition Deneb 3.7GHz
    Motherboard
    ASUS M4N68T-M V2 µATX Motherboard
    Memory
    8GB 4GBx2 Kingston PC10600 DDR3 1333 Memory
    Graphics Card(s)
    NVIDIA Geforce GT640 2 Gig DDR3 PCIe
    Sound Card
    VIA VT1708s High Definition Audio 8-channel Onboard
    Monitor(s) Displays
    22" LG E2242 1080p and 2 19" I-INC AG191D
    Screen Resolution
    1280x1024 - 1920x1080 - 1280x1024
    Hard Drives
    Crucial MX100 256 GB SSD and 500 GB WD Blue SATA
    PSU
    Thermaltake TR 620
    Case
    Power Up Black ATX Mid-Tower Case
    Cooling
    Stock heatsink fan
    Keyboard
    Logitech Wireless K350 Wave
    Mouse
    Logitech M570 Trackball and T650 TouchPad
    Internet Speed
    80 Mbps Down 30 Mbps Up
    Browser
    Internet Explorer 11
    Antivirus
    Windows Defender
    Other Info
    HP DVD1040e Lightscribe - External USB2
^^^ Yes, was just an offtopic anecdote.

btw, posting this using the compaq 311c, all good with 8.1.1, am regularly amazed by MS maintaining compatibility with (99% of) any old equipment, over so many years.
 

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System One

  • OS
    W8.1, W7
    Computer type
    Laptop
    System Manufacturer/Model
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Hi, thanks, well, it does install ok, but only if I restore an earlier image. There's nothing blindingly obvious that should conflict. What I have noticed is that after installing it, Safe Mode may not be available. In particular (although it's a bit strange) for the first time invoking Safe Mode from Safe Mode (repeating SHIFT Restart from the Charms Bar/PC Options/Power).

I tried again with MS Answer Desk- none of the others suggested a 'system incompatibility' (the first guy even drew a red line under 64bit in the system info page!). There isn't a pattern of reported failures of KB2919355 (yet!).

Just about to try again, having restored the image, checked sfc /scannow.
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    Laptop
    System Manufacturer/Model
    HP G60 214EM
    CPU
    Athlon QL62
    Memory
    4Gb
    Graphics Card(s)
    8200M
    Browser
    Pale Moon
    Antivirus
    Avast

My Computer

System One

  • OS
    W8.1, W7
    Computer type
    Laptop
    System Manufacturer/Model
    HP \ Toshiba \ Lenovo \ Dell E7440
    Browser
    FF
Thanks 4wd.. yes, Athlon X2 QL-62 dual core. Worrying trend in that article. However

"The CMPXCHG16b requirement only applies to the 64-bit installation of Windows 8.1; the 32-bit version should work just fine on your machine."

Also, it seems there would be an error message from Win 8.1 if it was incompatible-

- and I'm running the 32 bit version of Win 8.1.

Searching "athlon processor Windows 8.1" is revealing.
Windows 8.1 CPU list meet system requirements for Windows 8.1
- a table of compatible processors- indicating mine should be ok.

Microsoft confirms some older AMD processors do not support Windows 8.1 - Neowin
SOLVED: Windows 8.1 Will Not Install on Older AMD CPU?s like Athlon 64 and Opterton - Up & Running Technologies Calgary

What I have found is Safe Mode is fragile. (More below)

However, I'm wasting a dreadful amount of time, as, having installed a a good many desktop programs and got Thunderbird, Favourites etc etc configured, I found Safe Mode wouldn't work reliably. So back to an earlier image yet again. I now do small changes, take a differential partition image, test Safe Mode by 1. SHIFT restart to safe mode, then 2. In Safe Mode repeat that.

Ridiculous? It was suddenly finding Safe Mode no longer worked reliably that forced me to lose several days of installing and configuring on and off.

And then there's KB2919355- which will install if I use an earlier image. I'm about to try again, having confirmed sfc /scannow, Safe Mode are ok.

Safe Mode
What happens to Safe Mode when it doesn't work? On restart from Safe Mode I get a Win 8 blue screen 'Something has gone wrong...' and an attempt to restart. It tries.. and after a few seconds- 'click' and the PC powers off.

It seems as if once I've experienced Safe Mode failing, attempting to enter it fails.

And I've now seen that a few times.
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    Laptop
    System Manufacturer/Model
    HP G60 214EM
    CPU
    Athlon QL62
    Memory
    4Gb
    Graphics Card(s)
    8200M
    Browser
    Pale Moon
    Antivirus
    Avast
Unless some magic fix turns up, seems to me the course of action would be to use an OS which is known to be 100% compatible with your particular laptop, and thus be able to use it instead of fighting it. About Thunderbird (and FF), MozBackup | Free software downloads at SourceForge.net makes it an easy job moving stuff around. Good luck.
 

My Computer

System One

  • OS
    W8.1, W7
    Computer type
    Laptop
    System Manufacturer/Model
    HP \ Toshiba \ Lenovo \ Dell E7440
    Browser
    FF

My Computer

System One

  • OS
    Win 8.1
    Computer type
    Laptop
    System Manufacturer/Model
    HP G60 214EM
    CPU
    Athlon QL62
    Memory
    4Gb
    Graphics Card(s)
    8200M
    Browser
    Pale Moon
    Antivirus
    Avast
Hi 4wd, I wonder if you'd be willing to check something for me.. I'm just wondering if I've found a bug- it occurs when I do sthg a user wouldn't normally do, and it occurs consistently, with or without KB2919355.

0. Make a system restore point (see later for why)
1. From Normal mode, desktop, use the Charms Bar to do Shift restart into Safe Mode.
2. In Safe Mode, repeat that. (Yes, Safe Mode from Safe Mode).
3. Restart

What I find is that there's a Win 8 blue screen message about 'encountered a problem.. collecting info..restart'.
This may then repeat, or an Automatic Repair screen appears.
Then a restart, and 'click' - power off.

There's no way out of this that I know (I've not enabled F8).

I get out of this by using the Win 8 boot disk to do a System Restore.

If I can get confirmation, this potentially needs reporting.

(My first indication of a problem was that I found safe mode failed after installing KB2919355- but it's not KB2919355 that's at fault- that was just the first time I happened to try Safe Mode)

I'll understand if you don't want to risk this..;)
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    Laptop
    System Manufacturer/Model
    HP G60 214EM
    CPU
    Athlon QL62
    Memory
    4Gb
    Graphics Card(s)
    8200M
    Browser
    Pale Moon
    Antivirus
    Avast
Oh, I find it kind of weird that the logon screen for Safe Mode can indicate important Windows updates are pending, and that you should do sthg about it.. which suggests you can in Safe Mode. Umm...
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    Laptop
    System Manufacturer/Model
    HP G60 214EM
    CPU
    Athlon QL62
    Memory
    4Gb
    Graphics Card(s)
    8200M
    Browser
    Pale Moon
    Antivirus
    Avast
It fails for me too. I originally installed Win 8 Pro 64bit then upgraded to 8.1.
It's a custom built PC and I had to resort to restoring to restore point 4 times.
I also tried installing the updates manually in the correct order. I already had the 422 update and after only the 355 it reaches 30% then goes black.

My specs are;
OS: Windows 8.1 pro 64bit
Motherboard: Asus Maximus VI Formula
CPU: i7 4770K
Storage: 250GB + 500GB Samsung 840 EVO SSD's with the OS installed on the 250GB SSD.
 

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System One

  • OS
    Windows 8.1
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    Asus Maximus VI Formula
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    Kingston HyperX 16GB 1600Mhz (2x 8GB)
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    Seasonic 1000w 80 Plus Platnum
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    Antec 900 II
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    Razer BlackWidow Ultimate 2013
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    Razer Mamba 2012
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    100/2 Mbps
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    Chrome
    Antivirus
    Kaspersky + Malware Bytes
Hi astrix, well, I've never seen KB2919355 fail to complete installing, but I'm now pretty convinced something I had installed gave rise to the desktop issues I saw after installing it- taskbar unresponsive, explorer crashing on clicking desktop etc. I've reverted to a significantly earlier disk image, and have all updates up to date.

The problem with Safe Mode (lots of experience has taught me to check after a number of installs that still works as it's not as 'safe' as one would wish) that I've seen is unrelated to that update.

Creating a similar configuration to that I had on Win 7 is taking weeks not days as I get so far and have to go back again. Now proceeding cautiously.

Quite a lot of similar experience to yours - search "KB2919355 doesn't finish installing" etc as I'm sure you have.
Cannot install Windows 8.1 Update Kb2919355. Windows Update Error 80073712 - Super User
- sfc /scannow was clean
.. more..
Windows 8.1 Update 1 Failing to Install with errors 80070020, 80073712 - Microsoft Community
- several frustrated people like you..
Windows 8.1 Update Installation Fails with Error Code 80070020

What I find worrying (in principle) is that Win 8 loses the ability to do a repair install (system refresh = 'lose everything but what you downloaded from the store' if I understand it correctly).
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    Laptop
    System Manufacturer/Model
    HP G60 214EM
    CPU
    Athlon QL62
    Memory
    4Gb
    Graphics Card(s)
    8200M
    Browser
    Pale Moon
    Antivirus
    Avast
dalchina, for fun (lol) tried that 'double safe mode', got no problems, blue screen or any other errors here, could go to safe mode etc or normal boot at will. I still recommend what's in #11

astrix, may be better to make a separate topic, this topic relates to an older AMD processor + 32 bit w8.1.1

Sorry if I can't be of any help (3x 8.1.1 upgrades here, all perfect).
 

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  • OS
    W8.1, W7
    Computer type
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    System Manufacturer/Model
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    Browser
    FF
Many thanks 4wd - brave. Will maybe try MS Answer Desk (for fun??) :confused: but on the other hand, since that's presently the only problem, it doesn't affect me practically. Just so long as I can get into Safe Mode once then restart. That said, you could be right, in which case the OS (and compatibility check) isn't picking up the incompatibility. However at present the 'double safe mode' issue is the only thing I note.

Could I ask.. after KB2919355, if you move the mouse to the top of the screen, does it still change to a hand 'pointer' as it used to - indicating you can drag the whole window -> split screen mode? Every time I've installed that update, I lose the hand.. but the split screen mode works perfectly..
 

My Computer

System One

  • OS
    Win 8.1
    Computer type
    Laptop
    System Manufacturer/Model
    HP G60 214EM
    CPU
    Athlon QL62
    Memory
    4Gb
    Graphics Card(s)
    8200M
    Browser
    Pale Moon
    Antivirus
    Avast
if you move the mouse to the top of the screen, does it still change to a hand 'pointer'
No, getting the new 8.1.1 bar at the top, & normal mouse pointer stays.
 

My Computer

System One

  • OS
    W8.1, W7
    Computer type
    Laptop
    System Manufacturer/Model
    HP \ Toshiba \ Lenovo \ Dell E7440
    Browser
    FF
My KB2919355 failed to install this morning. 64 bit windows 8 came on this laptop, I updated it to 8.1 a while ago.
Did the DICM as instructed as I pursued it. No luck.
 

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