new gateway laptop windows anytime upgrade issue

hi all, I recently purchased a new gateway laptop that has windows vista home
premium. it has a operating system cd and i also have vista business that i
got from the powertogether campaign, so i know i have the anytime upgrade
cd's on them. i last night did the online upgrade to ultimate with anytime
upgrade through the circuit city link. after being charged and downloading
the file i needed, i started the upgrade. I have an issue that the gathering
files part of the upgrade always seems to stop at 66-67 percent, and the
computer remains idle. I have made sure my norton antivirus is disabled and i
have backed up, and all non essential programs stopped, i have re started the
upgrade 4 times (and i made sure i didnt touch the laptop 2 hours in between
each restart) now and each time it still has the same problem. Has anyone
else had this issue? i wanted to know here before i went through any official
support channels

thank you