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

Sent: September-14-07 3:10 AM

To: SHAWN.PETERSON@GMAIL.COM

Subject: [Microsoft] Email regarding case SRX1043914196

Dear Shawn,

Thanks for getting back to me and letting me know the status of the issue. I understand that you have tried all my suggestions but the Windows Update issue still hasn’t been resolved.

First of all, I would like to thank you for your patience and apologize for the inconvenience you are experiencing in Windows Update. Although troubleshooting might require some time, please be assured that I will try my best to assist you in resolving this issue.

I also understand our troubleshooting suggestions have brought much inconvenience to you. We still hope this will not affect our overall support service and hope you feel completely satisfied with our customer service. Please be assured that, by eliminating the possible causes mentioned in my previous email, we are closer to a resolution of this issue.

If you would like to refund your money, since I am the support engineer for Windows Update which focus on the technical factors. I believe the Microsoft Sales office can address this issue. They can be reached at 800-426-9400 from 6:30 a.m. to 5:30 p.m. PST, Monday through Friday.

All North American retail Microsoft software comes with a 30-day, money back guarantee. Retail products can most easily be returned or changed through the retailer where the product was purchased or directly from Microsoft.

In addition, as we have our Phone support service which can help you fix the issue in a most timely manner. If you prefer our telephone support service, please call us at the Windows Vista Warranty Support number listed below.

Windows Vista Warranty Support: 866-234-6020

Mon-Fri 5.am - 9.pm Pacific Standard Time

Sat 5.am - 3.pm Pacific Standard Time

Sun 9.am - 3.pm Pacific Standard Time

Please refer to the case ID SRX1043914196 when calling, so that we may more efficiently access your information.

If you still prefer our online support service, I will be glad to continue our troubleshooting.

Since there is no pending.xml file on the system, let us verify the pending.xml file:

1. Open "My Computer", and click Tools->Folder Options and click the View tab.

2. Please uncheck the option "Hide extensions for known files types".

3. Click the Start Button, type "C:\Windows\winsxs" in the Search Bar and Press Enter.

4. In the open folder, click File on the Menu bar and select New

5. Create a New Text Document file

6. Please type the name pending.xml and press Enter to rename the file to pending.xml

After that, please retry the suggestions in my first mail. For your convenience, I have included the steps below:

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

If any error or failure message was encountered, please capture a screenshot for my research.

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

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