Solved Windows 8.1 reverts to preinstalled copy of 8

trevdawg

New Member
Messages
7
Hello all,

I'm a computer tech at a small electronics store who has run into some pretty weird problems over the years, but this one is really stumping me and I can't seem to find anything here or anywhere else about this particular problem.

A while back I had a computer that kept reverting to Windows 8 after it had upgraded to 8.1. It was in the shop multiple times and I eventually told them that it was going to keep happening and to not install 8.1. They could try and send it away to Gateway to have it reimaged (tried using the recovery discs I created to reinstall it, same problem), but they would probably charge them for it and it likely wouldn't fix the problem. The laptop has worked fine to my knowledge since the last time I worked on it.

Fast-forward to today and I have another laptop with the exact same problem. This one I had setup for the customer, updated it to 8.1 and installed Update 1, along with setting up Classic Shell. They brought it in and said they had shut it off last night, and when they turned it on this morning it was wanting them to setup an email account on the laptop in the Mail app. Windows Live Mail was what I had setup to pull in their POP3 email account, but it and all the other programs that I had installed weren't there anymore.

What's really strange is that all of their data is still there, so it's almost like a Refresh happened somehow and took it back to 8 from 8.1 along with removing all installed programs. From what I've read it shouldn't be possible for the Refresh feature to take a computer back to the original install of 8, but that seems like what has happened in both cases. I looked through the Event Log, and found this entry towards the beginning of the log that confirms that the computer was reset:

Code:
Level    Date and Time    Source    Event ID    Task Category
Information    4/2/2014 12:52:33 AM    User32    1074    None    "The process c:\windows\system32\sysprep\sysprep.exe (WIN-0SVSSIP6V4K) has initiated the restart of computer WIN-0SVSSIP6V4K on behalf of user WIN-0SVSSIP6V4K\Administrator for the following reason: No title for this reason could be found
 Reason Code: 0x40002
 Shutdown Type: restart
 Comment: "


I'm really at my wit's end and I don't want to just give up and leave this computer with 8 since they added so many fixes in 8.1 and Update 1. Can anyone help me with this? I'm not sure where to start or what information you'll need to troubleshoot this, but any help would be immensely appreciated!
 

My Computer

System One

  • OS
    Windows 8.1
Why size is the disk drive?? 32GB or less??

What you seem to be telling me is the laptop has a small drive and is using wimboot images..
from cmd(admin)

diskpart
select disk 0
list partition

post pic
 

My Computer

System One

  • OS
    Windows 3.1 > Windows 10
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Dell XPS 8700
    CPU
    I7
    Memory
    24 GB
It has a 500GB hard drive; the laptop is an Asus D550MA-DS01.

Let me run the commands here quick.

Here's the output:

diskpart.jpg
 

My Computer

System One

  • OS
    Windows 8.1
reagentc /info

laptop has a Data partition and was updated to win 8.1..

Are you rebooting after win 8 updates? before giving back to customer...

at this stage sysprep is a MS setup command
 

My Computer

System One

  • OS
    Windows 3.1 > Windows 10
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Dell XPS 8700
    CPU
    I7
    Memory
    24 GB
KYHI:

reagentc.jpg

I did reboot with this one and had also installed Update 1. Did the same thing with the first laptop if I remember correctly.

SIW2:

I haven't tried that, I'd have to install 8.1 before using that I'm assuming. [DEL]I didn't have an 8.1 disc so I was trying to download one following this guide, but using the key that ProduKey pulled up I can't get past the first step. Is the key stored in the BIOS so that any disc will see it?[/DEL]

EDIT:
Nevermind, found a way to get 8.1. Still worried about the key not being accepted in the installation tool though, will this cause issues or is it stored in the BIOS?

I was also looking through the folders on the laptop, and found this:

Folders.jpg

The dates match when the computer was reverted back to 8, and I would have used CCleaner to remove the Windows.old folder after updating to 8.1 to free up space.
 

My Computer

System One

  • OS
    Windows 8.1
The new MS 8.1 setup media reads both win8 and 8.1 keys..

Create installation media for Windows 8.1 - Windows Help

Note: even though you upgraded to win 8.1 via the store which knocks out the win 8 recovery - somebody re-registered the win 8 recovery image -- any time you refresh or reset the pc will go back to win 8

Asus BackTracker??
 

My Computer

System One

  • OS
    Windows 3.1 > Windows 10
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Dell XPS 8700
    CPU
    I7
    Memory
    24 GB
OK, I figured so but I thought I should check before trying to upgrade to 8.1 that way.

Is there a way to delete the 8 recovery partition but leave the recovery partition for 8.1 intact? Or some way to replace the 8 recovery partition with 8.1?

Tried running BackTracker, but after installing it it crashes when I click on Get Started.
 

My Computer

System One

  • OS
    Windows 8.1
I think he was asking if backtracker had already been installed, not suggesting you do so.

Yes, you should be able to delete the recov partition with a third party tool, Aomei part assist, or partition wizard should do it.

If not, partition gurur reaches parts others can't.

You may be able to use part guru to see contents of recovery partition and replace install.wim with the install.esd/wim from your 8.1 install media. You would need to point at it after installing 8.1 You can do that with reagentc command.
Download Free AOMEI Partition Assistant Standard - Magic Partition Manager Freeware
Free partition manager, file recovery tool and Windows backup software - PartitionGuru Free
 

My Computer

System One

  • OS
    7/8/ubuntu/Linux Deepin
    Computer type
    PC/Desktop
You may be able to use [DEL]part guru to [/DEL]see contents of recovery partition and replace install.wim with the install.esd/wim from your 8.1 install media. You would need to point at it after installing 8.1 You can do that with reagentc command.

use diskpart to assign drive letter to recovery image partition as below

right click start flag > command prompt(admin)
type> diskpart
type> select disk 0
type> list volume
type> list partition
Note: You will see a lot of volumes without drive letters assigned.. Find the 10-20GB recovery partition volume number
type> select volume # (# being the volume number without a drive letter)
type> assign letter=R
type> exit (to exit diskpart)

You can now browse thru R and find Install.wim or Install.swm(s) - those are your Factory recovery Images..

backup and then delete the existing install.*(s) on R

Copy the install.wim - install.esd from windows 8.1 setup media to R (replacing the exist install.* or install.*(s) )

Note: Assuming the install* file(s) are on "R" and in a folder called "RecoveryImage"
Note: Change "drive letter" and "folder name" to suit your system setup

type> reagentc /disable
type> Reagentc /Setosimage /Path R:\RecoveryImage /Target C:\Windows /Index 1
type> reagentc /enable
reboot PC

I think he was asking if backtracker had already been installed, not suggesting you do so.

That is correct, asking not telling..
 

My Computer

System One

  • OS
    Windows 3.1 > Windows 10
    Computer type
    PC/Desktop
    System Manufacturer/Model
    Dell XPS 8700
    CPU
    I7
    Memory
    24 GB
I've installed 8.1 from the disc, and I'm now working on slipstreaming the updates into the 8.1 install.wim file.

I'm assuming that there is no way to figure out what caused it this time? I've tried to find the event logs but they were wiped when the reset/refresh happened. Is there something that I can setup this time to figure out why this is happening? I'm worried about this being a repeat of the last computer that was going through the same issue.

On a different note, should I be slipstreaming the updates into the original install.wim, since that one has all the correct drivers and useful Asus programs already installed? Or is that even possible?

Thanks to both of you for the help!
 

My Computer

System One

  • OS
    Windows 8.1
Yes, it should be possible.

Alternatively, you can get the drivers out.

Mount the image, then browse to a folder you wish to extract the drivers to. Use the DRVEXTRACT function.

View attachment 59305
 

My Computer

System One

  • OS
    7/8/ubuntu/Linux Deepin
    Computer type
    PC/Desktop
Update on the laptop:

Instead of trying to update the original install.wim or use the install.wim off the 8.1 install disc, I ended up creating a new one using recimg and this guide after I got the laptop setup again. Also setup Comodo Backup to backup all essential files, emails, and browser info to the Data partition that Asus had setup at the factory. Running the refresh option right now to make sure that everything works like it's supposed to.

Tried contacting Asus, their first response was absolutely no help. Sent them a reply asking if they had seen this before, will hopefully hear back from them with something useful.

Thanks again to both of you for the help, KYHI's post about recimg really helped! I'll update when/if the refresh is completed/works.

EDIT:
Refresh worked great, went through and entered the settings and restored the data that was wiped during the refresh. Had to redo the image because I forgot a program, but at least I know that the laptop won't go back nearly as far if this happens again.

Since this is resolved for now, I'll mark the thread as solved. Thanks to both of you for the help!
 
Last edited:

My Computer

System One

  • OS
    Windows 8.1
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