Some Windows users are reporting problems restarting their computers after applying the latest Windows updates (KB4493472 (Windows 7, Server 2008R2) and KB4493446 (Windows 8.1, Server 2012R2)).

If your Windows system is having trouble, here are the basic steps to fix the issue. Please note that you will need to have administrator rights on the computer and have working knowledge of the Windows operating system.  Please feel free to Request Help if you would prefer to not fix the issue yourself:

  1. Restart in safe mode, see https://go.lbl.gov/WindowsSafeModeBoot. Methods include:

    1. Reboot and hold down the F8 key and select safe mode OR

    2. Before reboot use the msconfig tool to set safe mode on startup OR

    3. Before reboot use the command prompt and issue safe mode commands

  2. Once in safe mode, disable the Sophos Anti-Virus service

    1. Open the Control Panel

    2. Choose System and Security

    3. Choose Administrative Tools

    4. Open the Service icon

    5. Locate the Sophos service and open “Properties” by double-clicking

    6. Choose “Disabled” for the Startup Type

    7. Click OK to confirm your choice

  3. Restart the computer normally (Boot into normal mode)

  4. Uninstall the Windows KB4493472 or KB4493446 updates depending on your operating system

    1. Open the Control Panel

    2. Click “Uninstall a program” from the Programs icon

    3. Select “View installed updates” on the left window pane

    4. Scroll down the list and search for the update(s)

    5. Highlight and click “Uninstall”

    6. Confirm you want to uninstall the update by selecting “Yes” button

    7. Click “Restart Now” button

  5. Enable the Sophos Anti-Virus service

    1. Open the Control Panel

    2. Choose System and Security

    3. Choose Administrative Tools

    4. Open the Service icon

    5. Locate the Sophos AntiVirus service and open “Properties” by double-clicking

    6. Choose “Automatic” for the Startup Type

    7. Click OK to confirm your choice

  6. Restart the computer normally again for good measure

Users can minimize this sort of impact in the future by utilizing the IT User Support WSUS (Windows Server Update Services) server rather than Microsoft. Request this support via Request Help.