Hi Judith,
I suggest you to try the steps below and check if it helps.
1. Disable (preferably uninstall) your Antivirus utility before attempting the upgrade.
2. Restart a few times and try again.
3. Disable General USB Devices (example - Smart Card Reader).
4. Do a clean boot and try again.
This helps eliminate software conflicts that occur when you install a program or an update or when you run a program in Windows. It starts Windows by using a minimal set of drivers and startup programs.
How to perform a Clean Boot in Windows:
http://support.microsoft.com/kb/929135
Note: After troubleshooting, refer to this section "How to reset the computer to start normally after clean boot troubleshooting" in the above link.
5. If you are upgrading using the .ISO file, disconnect from the Internet during setup, if you are connected by LAN (Ethernet) or Wi-Fi, disable both and attempt setup again.
6. If you are updating through Windows Update, when the download reaches 100% disconnect from the Internet LAN (Ethernet) or Wi-Fi and proceed with the installation.
7. If that does not work, try using the .ISO file to upgrade if possible.
8. If you are connected to a domain, switch to a local account
9. If you have any external devices attached to the machine, disconnect them (example, gaming controllers, USB keys, external hard disk, printers, non-essential devices).
Download Windows 10:
http://www.microsoft.com/en-us/software-download/windows10
Having issues with your Windows 10 upgrade? Get help here:
http://answers.microsoft.com/en-us/windows/forum/windows_10-windows_install/windows-10-upgrade/6493e352-b300-4ec8-bb99-c8c0a3a01c1c
Get help with Windows 10 upgrade and installation errors:
http://windows.microsoft.com/en-us/windows-10/upgrade-install-errors-windows-10
Hope this helps in resolving the issue. If the issue persists, do get back to us. We will be happy to assist you.
