Can't install Windows updates or antivirus

Resolved
By lango
Sep 22, 2011
Topic Status:
Not open for further replies.
  1. Bobbye

    Bobbye Helper on the Fringe Posts: 16,392   +32

    Have you attempted to do the Windows Update again? Or update/run the antivirus? If not, please try both.

    I'd like to do the following:
    Please run the MGA Diagnostics tool
    • You will be prompted to either “Run” or “Save” the tool. Choose to “Run” the tool and follow the on-screen prompts.
    • You will receive an Internet Explorer-Security Warning dialog box for the Windows Genuine Advantage Diagnostic Tool>
    • You must choose to Run this tool when prompted.
    • Once you are presented with the Diagnostics tool choose Continue to run the diagnostic report.
    • If the RESOLVE button is available after running the diagnostics, please click RESOLVE to allow the diagnostic tool to attempt a repair.
    • After running the MGA Diagnostic tool, click on the Windows tab and then click on Copy
    • Please return to this thread and Paste the results here for review.
    ------------------------------------------
    This tool will is to look on the computer itself, in the documentation you received with the computer or with your retail purchase of Windows to see if you have a Certificate of Authenticity (COA). If you have one, tell us about the COA. Tell us:

    1. What edition of Windows XP is it for, Home, Pro, or Media Center, or another version of Windows?
    2. Does it read "OEM Software" or "OEM Product" in black lettering?
    3. Or, does it have the computer manufacturer's name in black lettering?
    4. DO NOT post the Product Key.

    NOTE: The data collected with the Genuine Diagnostics Tool does NOT contain any information that can personally identify you and can be fully reviewed, by you, before being posted.
  2. lango

    lango Newcomer, in training Topic Starter Posts: 16

    Hi there,

    Tried to use Windows Update - I get an ActiveX message bar warning in IE and I only get the option "Information Bar Help" nothing like "Install ActiveX Control" that I expected.

    Also the yellow shield in the Notification Area for the Windows updates isn't being displayed anymore either (I'm not sure when it stopped being displayed).

    Avast appears to be updating itself fine.

    Ran the Diagnostics tool and when I clicked "Resolve" IE opened and I ended up at a page saying: "Validation Status: Action Required". On this page I encountered the same ActiveX message bar warning problem again.

    I then attempted to "launch the alternate validation process" (legitcheck.hta) and got the following message: "Your current security settings prohibit running ActiveX controls on this page. As a result, the page may not display correctly."

    I also tried the Genuine Windows page in Firefox using the WgaPluginInstaller.exe the page says it is installed correctly but when I press continue it loops back to the first page again.

    The Mircorsoft CoA is stuck on the bottom of the laptop: There is no reference to the edition of XP, I cannot see "OEM Software" or "OEM Product" in black lettering, I also cannot see the computer manufacturer's name in black lettering.

    However my girlfriend still has all the original documentation (was bought from PC World), and it includes the Windows XP Home Edition booklet ("for distribution only with a new PC") in which it says; the CoA label has been removed by your PC manufacturer and should be attached to your PC.

    However I have noticed that the last three blocks of the Windows Product Key found by the WGA Diagnostic tool are different to the CoA sticker on the laptop??

    Here's the diagnostic report:

    Diagnostic Report (1.9.0027.0):
    -----------------------------------------
    Windows Validation Data-->
    Validation Status: Validation Control not Installed
    Validation Code: 0
    Cached Validation Code: N/A
    Windows Product Key: *****-*****-W3R3K-J2VF4-JFP8W
    Windows Product Key Hash: XPfxGkd+SaYWqIyXYZav/kIic8c=
    Windows Product ID: 55277-OEM-2111907-00111
    Windows Product ID Type: 2
    Windows License Type: OEM SLP
    Windows OS version: 5.1.2600.2.00010300.2.0.hom
    ID: {D59B37B5-49EE-4B28-A2E6-E523BC3D9481}(3)
    Is Admin: Yes
    TestCab: 0x0
    LegitcheckControl ActiveX: N/A, hr = 0x80070002
    Signed By: N/A, hr = 0x80070002
    Product Name: N/A
    Architecture: N/A
    Build lab: N/A
    TTS Error: N/A
    Validation Diagnostic: 025D1FF3-230-1_E2AD56EA-765-d003_E2AD56EA-766-0_E2AD56EA-134-80004005_E2AD56EA-765-8009_E2AD56EA-766-800b0001_E2AD56EA-148-80004005_16E0B333-89-80004005_78155E4D-232-80004005
    Resolution Status: Validation Control not Installed

    Vista WgaER Data-->
    ThreatID(s): N/A
    Version: N/A

    Windows XP Notifications Data-->
    Cached Result: N/A, hr = 0x80070002
    File Exists: No
    Version: N/A, hr = 0x80070002
    WgaTray.exe Signed By: N/A, hr = 0x80070002
    WgaLogon.dll Signed By: N/A, hr = 0x80070002

    OGA Notifications Data-->
    Cached Result: N/A, hr = 0x80070002
    Version: N/A, hr = 0x80070002
    OGAExec.exe Signed By: N/A, hr = 0x80070002
    OGAAddin.dll Signed By: N/A, hr = 0x80070002

    OGA Data-->
    Office Status: 114 Blocked VLK 2
    Microsoft Office XP Professional with FrontPage - 114 Blocked VLK 2
    Microsoft Office XP Professional with FrontPage - 114 Blocked VLK 2
    OGA Version: N/A, 0x80070002
    Signed By: N/A, hr = 0x80070002
    Office Diagnostics: 025D1FF3-230-1

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 6.0; Win32)
    Default Browser: C:\Program Files\Mozilla Firefox\firefox.exe
    Download signed ActiveX controls: Prompt
    Download unsigned ActiveX controls: Disabled
    Run ActiveX controls and plug-ins: Allowed
    Initialize and script ActiveX controls not marked as safe: Disabled
    Allow scripting of Internet Explorer Webbrowser control: Allowed
    Active scripting: Allowed
    Script ActiveX controls marked as safe for scripting: Allowed

    File Scan Data-->
    File Mismatch: C:\WINDOWS\system32\winlogon.exe[5.1.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\licdll.dll[5.1.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\ntoskrnl.exe[5.1.2600.2622], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\ntdll.dll[5.1.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\kernel32.dll[5.1.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\crypt32.dll[5.131.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\advapi32.dll[5.1.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\setupapi.dll[5.1.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\oembios.bin[Hr = 0x80004005]
    File Mismatch: C:\WINDOWS\system32\oembios.dat[Hr = 0x80004005]
    File Mismatch: C:\WINDOWS\system32\oembios.sig[Hr = 0x80004005]
    File Mismatch: C:\WINDOWS\system32\syssetup.dll[5.1.2600.2180], Hr = 0x80004005

    Other data-->
    Office Details: <GenuineResults><MachineData><UGUID>{D59B37B5-49EE-4B28-A2E6-E523BC3D9481}</UGUID><Version>1.9.0027.0</Version><OS>5.1.2600.2.00010300.2.0.hom</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-JFP8W</PKey><PID>55277-OEM-2111907-00111</PID><PIDType>2</PIDType><SID>S-1-5-21-2494479079-576879021-1610809673</SID><SYSTEM><Manufacturer>TOSHIBA</Manufacturer><Model>Satellite A60</Model></SYSTEM><BIOS><Manufacturer>TOSHIBA</Manufacturer><Version>Version 1.40</Version><SMBIOSVersion major="2" minor="3"/><Date>20040701000000.000000+000</Date><SLPBIOS>TOSHIBA,TOSHIBA</SLPBIOS></BIOS><HWID>32743D07018400D2</HWID><UserLCID>0809</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>GMT Standard Time(GMT+00:00)</TimeZone><iJoin>0</iJoin><SBID><stat>2</stat><msppid></msppid><name>TOSHIBA</name><model>Personal Computer</model></SBID><OEM/><GANotification/></MachineData> <Software><Office><Result>114</Result><Products><Product GUID="{90280409-6000-11D3-8CFE-0050048383C9}"><LegitResult>114</LegitResult><Name>Microsoft Office XP Professional with FrontPage</Name><Ver>10</Ver><Val>39476F84C4B4004</Val><Hash>4iCnywwNW1w4s9ukTIwGMGxyGic=</Hash><Pid>54185-640-0000025-17400</Pid><PidType>14</PidType></Product></Products><Applications><App Id="15" Version="10" Result="114"/><App Id="16" Version="10" Result="114"/><App Id="17" Version="10" Result="114"/><App Id="18" Version="10" Result="114"/><App Id="1A" Version="10" Result="114"/><App Id="1B" Version="10" Result="114"/></Applications></Office></Software></GenuineResults>

    Licensing Data-->
    N/A

    Windows Activation Technologies-->
    N/A

    HWID Data-->
    N/A

    OEM Activation 1.0 Data-->
    BIOS string matches: yes
    Marker string from BIOS: 1FED0:Inventec(Taipei)|B174:Semp Toshiba Informatica Ltda|B174:TOSHIBA CORPORATION
    Marker string from OEMBIOS.DAT: TOSHIBA,TOSHIBA

    OEM Activation 2.0 Data-->
    N/A
  3. Bobbye

    Bobbye Helper on the Fringe Posts: 16,392   +32

    Volume License Key (VLK) has either been blocked by Microsoft or generated by a fake product key code generator. VL editions should not be sold to individual consumers. Also, Volume Licenses for Windows XP is Upgrade licenses ONLY and cannot be used as the original or base license for a new computer.

    If this computer is not a corporate system please uninstall Office Professional Edition 2003. Next please restart your computer and try to Validate once again.

    Have her take the documentation back to the seller and ask why they didn't give her a legitimate license- I hope it includes the sales slip.

    There are also many mismatched files which likely indicates conflict in the Registry. She will not be able to do the updates until she gets valid license.

    It is also curious that there are 2 blocked entries which are the same and no indication that the OS itself is genuine.
  4. lango

    lango Newcomer, in training Topic Starter Posts: 16

    Hi there, sorry for the delay in getting back to you and thank you for your continuing help.

    Her ex ran his own company so it is possible that the MS Office licence came from there. Should I uninstall it in any case (I'm not particularly worried as Libre Office will be fine for her needs).

    We don't have a sales receipt and I'm not sure what has happened with the XP licence... However as last three blocks of the Windows Product Key found by the WGA Diagnostic tool are different to the CoA sticker on the laptop, is there any way to "switch" the key to that (the one on the sticker on the base of the laptop)?

    Thanks as always.
  5. Bobbye

    Bobbye Helper on the Fringe Posts: 16,392   +32

    When the computer was purchased to PC World, it had the original, valid Windows XP license key.

    When this was done:
    The business used a 'volume license' on the system which was not valid for the install to the one PC.

    You cannot 'switch a license or key.' What ever you tried to change will tell you the key has already been used. As long as this isn't valid, you will not be able to update.

    So while the Windows XP Pro may be genuine, a volume license for corporate users was used for Office XP with Front Page and is not valid for a single PC.

    To use the Office program, you will need to uninstall the current version, then purchase the single version:
    To uninstall Office products:

    1. Quit all Office programs.
    2. Click Start, and then click Control Panel.
    3. Double-click Add or Remove Programs.
    4. In the Currently installed programs list, locate and select products that did not pass validation
    5. Click Remove to remove the product(s) that you want to uninstall from the computer.
    -------------------------------------
    If you need assistance with the uninstall, please see the following links HERE:
    • Method 1: Uninstall Microsoft Office 2003 suites from Control Panel
    • Method 2: Uninstall Microsoft Office 2003 suites with Microsoft Fix it
      * Method 3: Uninstall Microsoft Office 2003 suites with the Program Install and Uninstall troubleshooter
    • Method 4: Remove Microsoft Office 2003 suites manually

    Keep in mind that it appears this was actually installed twice:
    Microsoft Office XP Professional with FrontPage - 114 Blocked VLK 2
    Microsoft Office XP Professional with FrontPage - 114 Blocked VLK 2

    If you are using another 'office-type' program and it is sufficient for you needs, then don't make the purchase.
  6. lango

    lango Newcomer, in training Topic Starter Posts: 16

    Hello Bobbye,

    Sorry for the long absence from the Board, change of jobs, two weddings, a stag do and Christmas & New Year! Things kind of got on top of me.

    Right then; Before I started I ran a full scan in Avast, it found an infected file:

    ACT20.EXE C:/SUPPORT/TOOLS Win32:Malware-gen (moved to chest)

    It then prompted me to do a scan on start up; it found 7 threats:

    5 x Win32:Beagle-NF [Wrm]
    2 x HTML:Malware-gen
    (all deleted)

    All of them were in Microsoft\OutlookExpress\Deleted Items.dbx
    (Let me know if you need full folder address)

    I've uninstalled MS Office and tried running MGA Tool again (Diagnostic Report below).

    Still the same problem with the ActiveX Control.

    Still unable to install updates.

    Thanks as always.


    New Diagnostic Report:

    Diagnostic Report (1.9.0027.0):
    -----------------------------------------
    Windows Validation Data-->
    Validation Status: Validation Control not Installed
    Validation Code: 0
    Cached Validation Code: N/A
    Windows Product Key: *****-*****-W3R3K-J2VF4-JFP8W
    Windows Product Key Hash: XPfxGkd+SaYWqIyXYZav/kIic8c=
    Windows Product ID: 55277-OEM-2111907-00111
    Windows Product ID Type: 2
    Windows License Type: OEM SLP
    Windows OS version: 5.1.2600.2.00010300.2.0.hom
    ID: {D59B37B5-49EE-4B28-A2E6-E523BC3D9481}(3)
    Is Admin: Yes
    TestCab: 0x0
    LegitcheckControl ActiveX: N/A, hr = 0x80070002
    Signed By: N/A, hr = 0x80070002
    Product Name: N/A
    Architecture: N/A
    Build lab: N/A
    TTS Error: N/A
    Validation Diagnostic: 025D1FF3-230-1_E2AD56EA-765-d003_E2AD56EA-766-0_E2AD56EA-134-80004005_E2AD56EA-765-8009_E2AD56EA-766-800b0001_E2AD56EA-148-80004005_16E0B333-89-80004005_78155E4D-232-80004005
    Resolution Status: N/A

    Vista WgaER Data-->
    ThreatID(s): N/A
    Version: N/A

    Windows XP Notifications Data-->
    Cached Result: N/A, hr = 0x80070002
    File Exists: No
    Version: N/A, hr = 0x80070002
    WgaTray.exe Signed By: N/A, hr = 0x80070002
    WgaLogon.dll Signed By: N/A, hr = 0x80070002

    OGA Notifications Data-->
    Cached Result: N/A, hr = 0x80070002
    Version: N/A, hr = 0x80070002
    OGAExec.exe Signed By: N/A, hr = 0x80070002
    OGAAddin.dll Signed By: N/A, hr = 0x80070002

    OGA Data-->
    Office Status: 109 N/A
    OGA Version: N/A, 0x80070002
    Signed By: N/A, hr = 0x80070002
    Office Diagnostics: 025D1FF3-230-1

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 6.0; Win32)
    Default Browser: C:\Program Files\Mozilla Firefox\firefox.exe
    Download signed ActiveX controls: Prompt
    Download unsigned ActiveX controls: Disabled
    Run ActiveX controls and plug-ins: Allowed
    Initialize and script ActiveX controls not marked as safe: Disabled
    Allow scripting of Internet Explorer Webbrowser control: Allowed
    Active scripting: Allowed
    Script ActiveX controls marked as safe for scripting: Allowed

    File Scan Data-->
    File Mismatch: C:\WINDOWS\system32\winlogon.exe[5.1.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\licdll.dll[5.1.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\ntoskrnl.exe[5.1.2600.2622], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\ntdll.dll[5.1.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\kernel32.dll[5.1.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\crypt32.dll[5.131.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\advapi32.dll[5.1.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\setupapi.dll[5.1.2600.2180], Hr = 0x80004005
    File Mismatch: C:\WINDOWS\system32\oembios.bin[Hr = 0x80004005]
    File Mismatch: C:\WINDOWS\system32\oembios.dat[Hr = 0x80004005]
    File Mismatch: C:\WINDOWS\system32\oembios.sig[Hr = 0x80004005]
    File Mismatch: C:\WINDOWS\system32\syssetup.dll[5.1.2600.2180], Hr = 0x80004005

    Other data-->
    Office Details: <GenuineResults><MachineData><UGUID>{D59B37B5-49EE-4B28-A2E6-E523BC3D9481}</UGUID><Version>1.9.0027.0</Version><OS>5.1.2600.2.00010300.2.0.hom</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-JFP8W</PKey><PID>55277-OEM-2111907-00111</PID><PIDType>2</PIDType><SID>S-1-5-21-2494479079-576879021-1610809673</SID><SYSTEM><Manufacturer>TOSHIBA</Manufacturer><Model>Satellite A60</Model></SYSTEM><BIOS><Manufacturer>TOSHIBA</Manufacturer><Version>Version 1.40</Version><SMBIOSVersion major="2" minor="3"/><Date>20040701000000.000000+000</Date><SLPBIOS>TOSHIBA,TOSHIBA</SLPBIOS></BIOS><HWID>32743D07018400D2</HWID><UserLCID>0809</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>GMT Standard Time(GMT+00:00)</TimeZone><iJoin>0</iJoin><SBID><stat>2</stat><msppid></msppid><name>TOSHIBA</name><model>Personal Computer</model></SBID><OEM/><GANotification/></MachineData> <Software><Office><Result>109</Result><Products/><Applications/></Office></Software></GenuineResults>

    Licensing Data-->
    N/A

    Windows Activation Technologies-->
    N/A

    HWID Data-->
    N/A

    OEM Activation 1.0 Data-->
    BIOS string matches: yes
    Marker string from BIOS: 1FED0:Inventec(Taipei)|B174:Semp Toshiba Informatica Ltda|B174:TOSHIBA CORPORATION
    Marker string from OEMBIOS.DAT: TOSHIBA,TOSHIBA

    OEM Activation 2.0 Data-->
    N/A
  7. Bobbye

    Bobbye Helper on the Fringe Posts: 16,392   +32

    Actually, the thread should have been closed almost a month ago- it slipped by me.
    The bottom line is that the OS on the system doesn't appear t be valid. The mismatched files are another indication. you will not be able to update until the license, validation and mismatched files have been resolved.

    I suggest you contact Microsoft and request their guidance.
    ================================================
    As for this:
    ---------------------------------------------
    This location is the store folder for the OE Deleted mail. You can delete that folder. OE will create a new one: It is a hidden folder: Show Hidden Folders/Files

    • Use the path you have to find the Delete.dbx folder. Note that deleting this folder with remove everything in the Deleted folder in OE.
    • Open My Computer.
      [*] Go to Tools > Folder Options.
      [*] Select the View tab.
      [*] Scroll down to Hidden files and folders.
      [*] Select Show hidden files and folders.
      [*] Uncheck (untick) Hide extensions of known file types.
      [*] Uncheck (untick) Hide protected operating system files (Recommended).
      [*] Click Yes when prompted.
      [*] Click OK.
      [*] Close My Computer.


    Reset Hidden/System Files & Folders
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