Q. When I try to upgrade to Windows 10, the installation fails and rolls back to my previous operating system with the error:
The most likely causes of this error are:
- Incompatible antivirus or other security program or utility software
- Incompatible driver or hardware
They are currently working with our partner companies to help update problematic drivers whenever they are identified.
Some basic steps to try if you receive this error:
- Try temporarily disabling or uninstalling your antivirus software and turning off any 3rd-party firewall software you have running and see if the upgrade will succeed.
- If you are using a Wi-Fi connection, try switching to a wired connection using a network cable, and disable or uninstall your wireless network card.
- Remove any connected USB devices (except the keyboard and mouse) when attempting the upgrade.
- Open a Command Prompt (Admin), and type sfc /scannow to check for any damaged system files.
- Make sure you’ve installed all the latest Windows Updates and latest drivers and updates from your hardware and software manufacturers. Check your motherboard manufacturer’s website for any BIOS updates for Windows 10. Uninstall any unnecessary hardware or software prior to upgrading to Windows 10.
They understand that the inability to easily identify the incompatible driver can be incredibly frustrating and we are sorry for the inconvenience.
If you’ve tried all of these steps and are still experiencing this error when upgrading, we can use your help in identifying which hardware or software may be incompatible with Windows 10. The following hidden log files may offer some insight:
They’d also like to gather MS INFO files from customers experiencing this issue. (To save this file, run msinfo32.exe, and click File and Save and choose a name for the file.)
If you are willing to share these log files with an agent, please post a response in this thread, identifying your issue, and that you have the necessary logs. A Microsoft agent may send you a private message. If you receive a private message, check to make sure that the person contacting you has a Microsoft badge in their name.