Hi, Everyone!
Thanks goes out to all those that have helped me in regards to the Microsoft Update Service (http://update.microsoft.com) issue that I was experiencing. Briefly, what was happening was while Microsoft Update was scanning, it took a very long time (about 15 minutes or more) and also once it finally completed scanning, it would display a blank page where the results should've been.
I finally went to Microsoft directly and corresponded to a technician via email in which she sent excellent, very helpful assistance that completely solved the issue in which I am now, once again, up to date!
Below is the actual response which I would like to share in hopes that this will come in handy should any of you experience the same, common problem.
Regards,
Ed
----- Original Message -----
From: Betty Hong (MS)
To: [log in to unmask]
Sent: Friday, April 13, 2007 1:33 AM
Subject: Microsoft Incident: SRX1033347497
Dear Customer,
Thank you for contacting Microsoft Online Support Service. My name is Betty, and I am glad to work with you. For your reference, the case ID for this service request is SRX1033347497. You can contact me directly by sending an email to [log in to unmask] with the case ID in the subject line.
First, I would like to apologize for the delay in responding to your support request. Please be assured that you have successfully contacted the correct support team and I will be working with you to address your concerns as quickly as possible.
From the problem description, I understand that the Windows Update has some problems during scanning updates, it will takes a long time and does not show results. Please feel free to let me know if I misunderstood the issue.
I understand the inconvenience you encountered when trying to perform Windows Update. Please be assured that I will do my best to help you.
This issue can be caused by the following factors:
1. The Windows Update service has been stopped.
2. Corrupted Windows Update Temporary folder.
3. Incorrect Internet connection settings.
In order to narrow down the cause of this issue and resolve it, please refer to the following steps. After finishing each step, please check the result on the Windows Update website again.
NOTE: Some third party programs can affect the Windows Update service. If you are running any third party applications such as Spyblocker, Internet or web accelerators (programs designed to boost the speed of the Internet connection), security or anti-virus programs (Norton, McAfee, etc.), I recommend we temporarily disable or shut them down and then try accessing the Windows Update site later. Please understand that we are disabling these programs only for the purpose of troubleshooting and we can re-enable these programs after we finish troubleshooting.
Step 1: Verify the relevant Windows Update services
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1. Click Start, click Run, type "services.msc" (without quotation marks) in the open box and click OK.
2. Double click the service "Background Intelligent Transfer Service".
3. Click on the Log On tab, please ensure the option "Local System account" is selected and the option "Allow service to interact with desktop" is unchecked.
4. Check if this service has been enabled on the listed Hardware Profile. If not, please click the Enable button to enable it.
5. Click on the "General" tab; make sure the "Startup Type" is "Automatic" or "Manual". Then please click the "Start" button under "Service Status" to start the service.
6. Please repeat the above steps with the following service:
Automatic Updates
You can also temporarily stop these services, restart the computer, and then start these services again. If one of the two services is missing, please let me know.
Step 2: Rename the Windows Update Softwaredistribution folder
=================================================
This problem may occur if the Windows Update, Software distribution folder has been corrupted. We can refer to the following steps to rename this folder. Please note that the folder will be re-created the next time we visit the Windows Update site.
1. Click Start, click Run, and type "cmd" (without the quotes) and press Enter. Please run the following command in the opened window to stop the Automatic Updates service.
Type in "net stop WuAuServ" (without the quotes) and press Enter.
Note: Please look at the cmd window and make sure it says that it was successfully stopped before we try to rename the folder. However, if it fails, please let me know before performing any further steps and include any error messages you may have received when it failed.
2. Click Start, click Run, and type in "%windir%" (without the quotes) and press Enter.
3. In the opened folder, look for the folder named "SoftwareDistribution".
4. Right-click on the folder, select Rename and type "SDold" (without the quotes) to rename this folder.
5. Click Start, click Run, and type "cmd" (without the quotes) and press Enter.
Type the command "net start WuAuServ" (without the quotes) in the opened window to restart the Automatic Updates service.
Note: Please look at the cmd window and make sure it says that it was successfully started. However, if it fails, please let me know before performing any further steps and include any error messages you may have received when it failed.
Step 3: Rename CatRoot2 folder
========================
1. Close all the open windows.
2. Click Start, click Run, type: %windir% and press Enter.
3. Locate and open the System32 folder.
4. Find the CatRoot2 folder, right-click on it, and select RENAME. Change the name to CR2OLD. Make sure you press Enter after typing in the new name, so the changes are executed.
Please test the issue again via the Windows Update website and let me know the result. If the issue persists, I will help you check the Internet Connection in our next communication. To clarify the issue and provide more accurate troubleshooting steps, please assist me in collecting the following information.
How to capture a screenshot
======================
1. When the error appears, please press the Print Screen key (PrtScn) on your keyboard.
2. Click Start, click Run, type MSPAINT, and click OK.
3. In Paint, click Paste under the Edit Menu, click Save under the File menu, type a file name for the screenshot, choose JPEG as "Save as type", click "Desktop" on the left pane, and click Save.
4. Please find the screenshot on the Desktop and send it as an attachment to: [log in to unmask]
How to collect the System Information
==========================
The System Information can provide us with more information about the current status of the system. I would like to check it for you. Please send it to me using the following steps:
1. Click "Start", go to "Run", type in "MSINFO32" (without quotation marks) and press Enter to start System Information.
2. On the popup window, on the menu bar, click "File", and click "Save to"; save it as an NFO file, such as "system.nfo" to your local Desktop.
3. Find the file, right-click on this file, click "Send To", and click "Compressed (zipped) Folder".
4. Please send it as an attachment to [log in to unmask]
How to collect the Windows Update log file
================================
Note: Since there are two Windows Update log files with similar names, please be aware that I am requesting the "WindowsUpdate.log" file without a space in the middle of the name.
1. Click on Start, Run and type "WindowsUpdate.log" (without the quotes)
2. Click on the OK button. We will see a file named "WindowsUpdate.log"
3. Now click on the "File" menu and then click on the "Save As" and select "Desktop" in the "Save in" option on the top of the window.
4. Click on the Save button. The file will be saved to your Desktop. Please send the file as an attachment in an email to [log in to unmask]
Note: When attaching files to emails, the process will vary depending on the email application being used. While you are composing the email, most applications will provide you with either an "Attach" button or Paper Clip Icon to click in order to attach a file. After clicking this button/icon you must browse to the file you wish to attach and select it by either double clicking it or clicking it once and then clicking on the "Attach" button.
Please try my suggestion and let me know the results at your earliest convenience. If you have any other questions, please do not hesitate to let me know.
I am standing by for your response.
Best Regards,
Betty Hong
[log in to unmask]
Microsoft Windows Support Professional
Satisfied customers are my top priority. Please let either myself or my manager know what you think of the level of service provided. You can send feedback to Microsoft Management at [log in to unmask] or directly to my managers, Kelvin Li at [log in to unmask]
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