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October 27, 2009

Microsoft: Users to blame for Windows 7 upgrade woes

64-bit Win7 won't upgrade 32-bit XP or Vista

Gregg Keizer, Computerworld

Microsoft has blamed user confusion for the problems many have encountered trying to move from Vista to Windows 7 after buying a discounted upgrade offered to US college students.

Yesterday we noted reports on Microsoft's support forum, where some users have seen their PCs crippled by an endless series of reboots.

"Digital River and Microsoft are aware that some customers from the Windows 7 Academic Store had difficulties completing the download or installation of the product," said a Microsoft support engineer identified as "Michael" in a message posted Sunday to the company's support forum.

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Digital River fulfills download orders for Microsoft's $29.99 Windows 7 upgrade offer to US students. Several hundred users have said that they were unable to upgrade from Windows Vista to the new operating system after purchasing, then downloading, a Windows 7 upgrade, from Digital River.

The reports are connected to US upgrades, but the problems could be replicated elsewhere due to the source of the errors.

"We are aware that consumers are encountering difficulties installing Windows 7 where the customer is currently running a 32-bit version of Windows such as Windows Vista, but purchased the 64-bit version of Windows 7," Michael said.

Last week, users reported that an error message prevented them from unpacking files downloaded from Digital River. The message read: "We are unable to create or save new files in the folder in which this application was downloaded."

"This error occurs when you are in the unloading phase of the 64-bit Windows 7 download process and are running a 32-bit version of Windows such as Windows XP or Windows Vista 32-bit," Michael added.

"This is by design, as you cannot launch setup for the 64-bit version of Windows 7 while running a 32-bit operating system."

According to Microsoft, users can conduct "in-place" upgrades - those that retain all data, settings and applications - only from Vista 32-bit to Windows 7 32-bit, or from Vista 64-bit to Windows 7 64-bit.

The company had spelled out the in-place upgrade paths last summer, before it released Windows 7.

"If you want to move from Windows Vista 32-bit to Windows 7 64-bit, or if you are running Windows XP, you have to do a "Custom" or clean installation that must be started by booting off the Windows 7 64-bit DVD," Michael stressed.

A Windows 7 custom upgrade, called a "clean" install by some, requires users to back up data and settings from Windows XP or Vista, install Windows 7, then restore the data and settings before finally reinstalling all applications.

Students who mistakenly downloaded the 64-bit edition of Windows 7 from Digital River should request a refund, Microsoft's Michael continued, then pay for and download the 32-bit version instead.

He pointed customers to a page on Digital River's site where they could request a refund.

"In the Web form, select the Order question option in the drop-down menu and include 'Refund and Request 32-bit' in the first line of the problem description," Michael recommended.

His advice runs counter to the policy listed on the Digital River support site, which says that there are no refunds for the student discount Windows 7 upgrade.

Michael claimed that Digital River has identified and contacted customers who have been affected by the download error.

"Digital River has been making every effort to make it right for these customers," he said.

The Microsoft engineer also said Microsoft would not handle support questions about Windows 7 unless customers were able to reach the initial installation screen; all issues prior to that step were to be directed to Digital River.

On Saturday, users blamed both companies for their problems, and were irked that neither had stepped up to accept responsibility or provide answers.

"This problem is not being resolved by anyone," complained a user tagged as "tatguy6" on the same support thread Saturday.

"Someone is to blame. I guess we are just gonna have to wait for someone to pull their heads out of their butts and do something for us to resolve this."

"I [have] had enough," added "arkavat."

Tatguy6, arkavat and several others said that they were, or had, filed complaints against Digital River with the Better Business Bureau.

Digital River has yet not responded to a request for comment made last Friday.

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Comments

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Comments received

Concerned Student said on Tuesday, 27 October 2009

I want to buy the 64 bit version of Windows7 to replace my aging 32bit WindowsXP. Does this mean that I simply -can't- get the 64 bit version on a student deal?

Skidz said on Tuesday, 27 October 2009

I cant believe people dont know you cannot upgrade from 32bit to 64bit with an upgrade , for heavens sake. Where oh where has common sense gone to these days. Shame on them.

Ray Woods said on Tuesday, 27 October 2009

May be now is a good time to try Linux Mint? It won't cost you anything. Have a look at www.linuxmint.com

It also comes in either 32 or 64 bit format and with or, without non open source programs and codecs.

Jenks said on Tuesday, 27 October 2009

Concerned Student, I'm guessing a full version will be fine, just not the upgrade. Ask the question on this site's Windows 7 forum for more details,.

Concerned Student said on Tuesday, 27 October 2009

@Jenks: The article seems to imply that they're only offering upgrades to students, not clean installs?

Mark Simpson said on Tuesday, 27 October 2009

To be honest, I wouldn't have known off the top of my head that you can't do an upgrade install from 32-bit to 64-bit. It's only common sense when you already know it.

However, if you can't do an upgrade install from 32-bit to 64-bit O/S, surely they could have built a specific error message into the installer? That would have saved users a lot of confusion and grief.

steveb said on Wednesday, 28 October 2009

I could not upgrade to window 7 64 bit from XP 32 bit even when doing the custom install (clean install). the window 7 advisor said I could go to 64 bit but the install failed saying my system configuration was not compatible. Going to 64 bit was the only reason I purchased windows 7 so I am very disappointed.

JakeB said on Wednesday, 28 October 2009

Why on earth not make an install process smart enough to detect the problem and present a warning/information screening explaining the situation and what is to be done about it.

Not very Mac-like.

Oh, yeah. It's Windows.

Common Sense Guy said on Wednesday, 28 October 2009

I *hope* it's not very Mac-like!

The best way to install ANY operating system is from a clean HD. Just back up your data to an external storage device and then wipe your HD and install the new OS.

Why would you want to install a new OS on top of a old, buggy OS that you've probably never scan disk'd or defragged?

It's time to break with the old cleanly and start with the new.

windows 7 student said on Tuesday, 03 November 2009

To be honest, its quite easy if you know what your doing, which is why most people are failing because they think they know what to do. I managed quite easily to upgrade from Vista 32-bit to 7 64-bit, but thats only after searching for ages online and in forums.

P.s. the student offer is for the full system, not just an upgrade, hope that helps

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