Cumulative update (KB5019509) error, resetting and reinstalling Windows 11 failed :( ANA515-57

cendahoang
cendahoang Member Posts: 23 Troubleshooter
edited October 2022 in Nitro Gaming

Hello guys, I bought Acer Nitro 5 ANA515-57 2021 model. A few days ago Microsoft release a cumulative update (KB5019509) for Windows 11. Meanwhile directly updating from Windows Update, during the restart this message appears:

 

 

 

 

So pretty much nothing was done and the update was rolled back. Later on, I check again and it shows me an error with code 0x8024a22d. So I tried and it didn’t work, same message appears.


So, I contacted with Microsoft support agent, he gave me some solutions, as followed:

-       Troubleshoot the Windows Update in the Settings app

-       Reset my Windows (keep files) and it gave me “couldn’t reset this Windows” when restarted

-   Went online https://www.microsoft.com/software-download/windows11 and downloaded the third option (Multi-edition) and the progress went normal, when it is done, this dialog box Windows 11 Setup appeared below

-  Download the Windows 11 Installation Assistant option, and I still see the dialog below.

-  Tried the last option Create Windows 11 Installation Media with a boot USD flash drive at the same dialog again.


o  Specifically, we boot with USB drive, the “Install Now” button it gives 2 options: Upgrade and Custom


§ Upgrade would keep the files and apps and install new windows 11 from the boot drive. Cannot do anything, it says compatibility issue

§ Custom, so we tried to install the new Windows into the drive that have the previous Windows installed. After clicking Next, this page appears with no drives found  § With these error, the agent ask me to go back to the beginning and repair the system from the boot drive. Using the cmd.exe in Windows Recovery Environment (X:\Users\..), we try to list disk to see if the drives is there. But it showed only DISK 0 that actually my USB boot drive, the others is not listed.


The agent later check our Acer Community as he thinks it might be something to do with BIOS and he finds something similar https://community.acer.com/en/discussion/577972/acer-nitro-5-an515-52-hdd-is-not-visible-in-disk-part-disk-management-and-device-manager. He advice to change SATA mode to AHCI mode but in this thread, OP didn’t have the same BIOS interface as I do. I though my only solution now is to contact my Acer local support to help this out. But before that, I would like to beg for help in our community to help me out so that I don’t have to force myself to do a deep clean brand new Windows 11 installation. I hope to find a good solution since I actually had it before and brought the PC to my vendor for a clean install

TL/DR: Updates failed to install, try reinstalling/resetting Windows 11, but both didn’t work, during the reinstallation media tool, no hard disk is found.


[Edited the thread to add model name to the title]

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