From: Vincent Chen (MS) [v-30vinc@mssupport.microsoft.com]
Sent: September-11-07 1:52 AM
To: shawn.peterson@gmail.com
Subject: [Microsoft] Email regarding case SRX1043914196
Dear Shawn,
Thank you for contacting Microsoft Windows Update Support. My name is Vincent, and I am glad to work with you. For your reference, the case ID for this service request is SRX1043914196. You can contact me directly by sending an email to: v-30vinc@mssupport.microsoft.com 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 error code 0x80073712 was received when trying to run Windows Update. We tried to fix the issue by using the suggestions on the website, but other problem was encountered. If I have misunderstood your concern, please don¡¯t hesitate to let me know.
I understand the inconvenience you have experienced. Please be assured that I will do my best to help you.
This issue
can be caused by the following factors:
1. There is insufficient permission.
2. Update Agent 3.0 is not installed properly.
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 again
on the Windows Update website.
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 Windows Update
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.
1. In the Start menu, locate "Command Prompt". Right-click and choose "Run as Administrator". If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
2. Type the following commands, then press Enter to execute them one by one. Please note the space before the command and its parameter.
takeown /f
C:\Windows\winsxs\pending.xml
cacls C:\Windows\winsxs\pending.xml /G <YourUsername>:F
Note: Please replace <YourUsername> with your logon user name.
3. Please
refer to C:\windows\winsxs, and rename the file ¡°pending.xml¡± to
¡°pendingOLD.xml¡±.
4. Please reboot the machine.
5. Download and install WUA 3.0 file from the following link:
Windows
Vista (32bit)
http://download.windowsupdate.com/v7/windowsupdate/redist/standalone/WindowsUpdateAgent30-x86.exe
Note: If the system is 64bit, please download and install WUA 3.0 for 64bit from the link below:
Windows
Vista (64bit)
http://download.windowsupdate.com/v7/windowsupdate/redist/standalone/WindowsUpdateAgent30-x64.exe
Please
test the issue again and let me know the result. If the issue persists, to
clarify the issue and provide more accurate troubleshooting steps, please
assist me in collecting the following information.
How to capture a screenshot
======================
1. Press the Print Screen key (PrtScn) on your keyboard.
2. Click the Start Button, type "mspaint" in the Search Bar and Press
Enter.
3. In the Paint program, click the "Edit" menu, click
"Paste". Then click the "File" menu, and click
"Save".
4. The "Save As" dialogue box will appear. Type a file name in the
"File name:" box, for example: "screenshot".
5. Make sure "JPEG (*.JPG;*.JPEG;*.JPE;*.JFIF)" is selected in the
"Save as type" box, click "Desktop" on the left pane and
then click "Save".
Please send this saved JPEG file to my email account at v-30vinc@mssupport.microsoft.com
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 the Start Button, type "MSINFO32" in the Search Bar and
press Enter to start System Information.
2. On the popup window, on the menu bar, click "File", and click
"Save", type a file name and then choose NFO as "Save as
type", click "Desktop" on the left pane, and click Save.
Please send it as an attachment to v-30vinc@mssupport.microsoft.com. If the file is
too large to be sent, please right-click on the exported file, choose
"Send To" -> "Compressed (zipped) Folder", and then send
the zip file to v-30vinc@mssupport.microsoft.com for further
research.
How to collect the WindowsUpdate.log file
================================
1. Click the Start Button, type "WindowsUpdate.log" (without the
quotes) in the Search Bar and Press Enter. We will see a file named
"WindowsUpdate.log"
2. Now click on the "File" menu and then click on the "Save
As".
3. From the left panel, click "Desktop" and click the Save button.
The file will be saved to your Desktop. Please send the file as an attachment
in an email to v-30vinc@mssupport.microsoft.com.
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,
Vincent
Chen
v-30vinc@mssupport.microsoft.com
Microsoft
Windows Update Support Professional
Satisfied
customers are my #1 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 Microsoft.Feedback.NA5@css.one.microsoft.com or directly to my
manager, Susan Xu at v-30sux@mssupport.microsoft.com.
Windows Live OneCare: http://go.microsoft.com/?linkid=4416252
Give your
computer continuous antivirus and firewall protection, along with regular
tune-ups and back-ups to maintain its performance.