From: Vincent Chen (MS) [v-30vinc@mssupport.microsoft.com]

Sent: September-12-07 11:18 PM

To: SHAWN.PETERSON@GMAIL.COM

Subject: [Microsoft] Email regarding case SRX1043914196

Dear Shawn,

Thanks for taking time to reply.

From your reply, I understand that the file pending.xml could not be found. Also, Windows Update Agent has been installed successfully. I fully understand the frustration the issue caused. On my side, I will continue to do my best to help you.

Shawn, at this time, let’s use some other methods to check system files and repair the whole system.

Step 1: Use the System File Checker (SFC)

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1. Click Start, type "cmd" (without the quote) in the Start Search bar, right-click cmd.exe and click run as administrator.

2. Input the following commands and press Enter after each line.

sfc /purgecache

sfc /scannow

Note: There is a SPACE between "SFC" and "/Scannow", "/Purgecache". This command will take several minutes to complete.

Then please test the issue. If the issue still exists, please refer to the step 2.

Step 2: In-Place Upgrade

===============

Note: After performing In-Place Upgrade, your personal data will not be removed but we may need to run Windows Update to install all the available updates for your system to update these system files to the current version. This troubleshooting process is time consuming. Your patience is highly appreciated.

If you would like to perform the In-place Upgrade, let’s refer to the following steps.

1. Start the computer by using the current Operating System.

2. Insert the Windows Vista DVD in the computer's DVD drive.

3. Use one of the following procedures, as appropriate:

• If Windows automatically detects the DVD, the Install now screen appears. Click Install now.

• If Windows does not automatically detect the DVD, follow these steps:

a. Click Start, click Run, type Drive:\setup.exe, and then click OK.

Note Drive is the drive letter of the computer's DVD drive.

b. Click Install now.

4. When you reach the "Which type of installation do you want?" screen, click Upgrade to upgrade the current operating system to Windows Vista.

Please run Windows Update again and let me know the results at your earliest convenience.

If you do not have the Windows Vista Installation DVD, I suggest contacting your PC manufacturer or our Customer Service to order a replacement.

Microsoft Customer Service (800) 426-9400 is available Monday through Friday, from 6:30 A.M. to 5:30 P.M. Pacific Time.

Note: Microsoft Customer Service mainly handles issues regarding replacement manuals, disks, drivers and service packs, product IDs, lost CD keys, product orders, policies related to copying software on additional computers, licensing, and product registration.

Thank you for your time and cooperation. If anything is unclear, please feel free to let me know. I am glad to be of assistance.

I am looking forward to your reply.

Sincerely,

Vincent Chen

v-30vinc@mssupport.microsoft.com

Windows Support Professional