This article will help resolve issues you are having when trying to install Windows updates. This is where the set up stops responding or gets stuck at 12-13% or if the tiles and icons are missing after installation.

The Knowhow

Issue 1: Setup Hangs or Stops Responding at 12% or 13%

The reason for this problem is that the KB2756872 update is conflicting with the IDT audio drivers.

To fix this issue, you will need to be logged into Windows 8. If you are still on the installing updates screen or are experiencing issues loading into Windows 8:

  • Force the PC to shut down by pressing and holding down the power button
  • Switch the PC back on, turning it off again as the computer loads
  • After three failed attempts to load, Windows will automatically launch its Diagnostic Startup

    Windows 8 Automatic Repair screen

  • Select (Advanced options if you were taken to the page shown above) > Troubleshoot > Advanced options > Windows Startup Settings

    Windows 8 Advanced options

  • Click Restart and then press 4 or F4 to Enable Safe Mode

Note: Alternatively you can use System Restore to roll the system back to before the update attempt started then follow the steps below.

Method 1: Uninstall and Reinstall Audio and Video Drivers

Before starting check that your anti-virus software is up-to-date as this can interfere with the installation of KB2756872. Visit the antivirus manufacturer's website and look for updates for programs. Install the updates and then attempt to install KB2756872 again.

Once the computer has loaded into the Windows 8 Start screen:

  1. Press the Windows Key + X and from the menu that appears in the bottom left of the screen, choose Device Manager
  2. From the 'Device Manager' window, expand Sound, video and games controllers
  3. Right-click on any devices found under this (e.g. IDT Audio CODEC or AMD Audio Device) and select Uninstall

WARNING: DO NOT TICK THE 'DELETE THE DRIVER SOFTWARE' BOX

From this point there are two known 'working' solutions.
Please note: The audio drivers you have uninstalled will reinstall the next time you reboot/turn your computer on.

Solution 1:

  1. Restart your computer
  2. Once Windows has loaded again search and select Control Panel
  3. In the windows search box, type in windows
  4. Click Check for updates (x2)
  5. When it has finished checking for updates, download and apply all important updates including any optional ones
  6. The updates will now start installing; this can take awhile and once done you will need to restart your computer again

Note: If you don't see 'Check for updates' it means you are using a local account; switch to a Microsoft account and then try this solution again from step 2.

Solution 2 - Manually install the update:

  1. If you tried solution 1 and it didn't work, follow steps 1-3 in 'Method 1' again
  2. Go to the following link: Update for Windows 8 for x64-based Systems (KB2756872) - Microsoft
  3. Click Download next to Windows8-RT-KB2756872-x64.msu (162.8 MB); the download will take several minutes (depending on your internet connection)
  4. Once it has downloaded and opened you will be given the following prompt:

    Windows 8 manually download and install KB2756872 update
  5. Click Yes to continue installation

    Windows 8 updates installed

When the installation has finished, you will be asked to restart your computer.

Note: If uninstalling your sound card driver does not resolve the issue, it may be necessary follow the steps above and uninstall your video card driver.

If you are still unable to correctly install your updates follow the steps below, under 'Alternative Solution'.

Issue 2: Tiles and Icons are missing

To work around these issues, log off of your Windows account and then log back on, the tiles and icons should be displayed correctly.

  • Use Windows Update. Windows Update can automatically download and install recommended updates. Installing any important, recommended, and optional updates can update system features and other software that might help fix your sound problems.
  • Install software from the device manufacturer. If your device came with a disc, that disc might contain software that installs a driver for the device.
  • Download and install the driver yourself. You can search for a driver on the manufacturer's website. Try this if Windows Update can't find a driver for your device and the device didn't come with software that installs a driver. Next, uninstall your video card driver and allow Windows to search for and reinstall the driver. You can use the 3 suggestions above to find your video card drivers.

ALTERNATIVE SOLUTION

If you find the above solutions do not resolve the issue try the following method after starting in Safe Mode:

Starting Windows 8 in Safe Mode:

  • Reboot your computer so it goes into Recovery mode. If it doesn't do it first time, force the PC to restart another two times
  • Select See advanced repair options
  • Choose the Troubleshoot option
  • Select Advanced Options > Windows Startup Settings
  • Press the Restart button
  • Windows will reboot and display the Advanced Boot Options screen
  • Choose Safe Mode

Windows will now start in Safe Mode. You can tell this has happened as the words 'Safe Mode' are displayed in the corners of the screen.

You may get a message saying "Reverting Changes". If Windows then restarts back into Normal Mode, please see the section titled 'If Windows 8 Will Not Start in Safe Mode' further down the page.

  • Start Windows 8 in Safe Mode
  • Go to the desktop screen
  • Open Libraries via the icon on the toolbar

    Windows 8 desktop folders, libraries icon on taskbar
  • Navigate to C:\Windows\SoftwareDistribution
  • Delete the Data Store and Download folders. This resets Windows Update and will allow it to re-check and download the update(s)
  • Restart the computer into normal mode
  • Right click in the bottom left corner of the screen and open Device Manager
  • Uninstall both the Sound Video and Game Controllers and the Display Adapters drivers
  • IMPORTANT: Don't delete these drivers. This will help reinstall them when the updates are done and Windows 8 restarts
  • Right click in the bottom left corner of the screen and open Control Panel
  • Go into System and Security and then Windows Update
  • Check for and install all available updates

This may take some time. Once the process is complete, you will be asked to restart Windows 8. This should fix the 13% issues you previously had. Please note the computer may pause for a long time around the 15% mark. This is normal.

If Windows 8 will not start in Safe Mode:

Windows will not start in safe mode. Instead it displays a "reverting changes" message and restarts in normal mode.

  • Press the Windows Key + R
  • Type services.msc then click OK
  • Find the Windows Update Service and left click on it
  • Press the Stop button on the top left to stop the service
  • Restart the computer and you should be able to delete the Data Store and Download folders as described above
  • Right click in the bottom left corner of the screen and open Device Manager
  • Uninstall both the Sound Video and Game Controllers and the Display Adapters drivers
  • IMPORTANT: Don't delete these drivers. This will help reinstall them when the updates are done and Windows 8 restarts
  • Press Windows Key + R
  • Type services.msc then click OK
  • Find the Windows Update Service and left click on it
  • Click Start in the top left to restart update services
  • Right click in the bottom left corner of the screen and open Control Panel
  • Go into System and Security and then Windows Update
  • Check for and install all available updates

This may take some time. Once the process is complete, you will be asked to restart Windows 8. This should fix the 13% issues you previously had. Please note the computer may pause for a long time around 15%. This is normal.


Updated On:

Jan 20, 2014

How useful was this article?

 

Partmaster

 

Show all services

© DSG Retail Limited 2014. DSG Retail Limited, Maylands Avenue, Hemel Hempstead, HP2 7TG. Registered in England No. 504877, VAT number: 226 6599 33