B
Beau
Guest
Print this out. If went through the following procedures and KB935807 didn't
appear to be installed right away. I think the advice near the bottom was the
one that fixed it.
_____________________________________________________
On 7/15/07, XXXX(MS) <XXXXXXX@mssupport.microsoft.com> wrote:
Thank you for contacting Microsoft Online Support Service. My name is
xxx, and I'm glad to work with you. For your reference, the case ID for this
service request is ********. You can contact me directly by sending an email
to ******** with the case ID in the subject line.
From your description, I understand that several updates failed to
install and the issue persists after performing some suggestions. If I have
misunderstood your concern, please do not hesitate to let me know.
I understand the inconvenience you have experienced. Please be assured
that I will do my best to help you.
Considering the update issue, it can be caused by the corrupted files,
including SoftwareDistrubution folder and Catroot2 folder. I know you have
tried to deleted SoftwareDistrubution folder, so let’s take the following
steps to rename the Catroot2 folder.
Rename Windows Update Temporary folders
=================================
1. Click Start, in Start Search item, type: "notepad" (without quotes)
and press Enter.
2. Copy the following commands and then paste them into the opened
Notepad window:
net stop wuauserv
net stop Cryptsvc
ren %windir%\SoftwareDistribution sdold.old
ren %windir%\system32\catroot2 crt2old.old
net start wuauserv
net start Cryptsvc
3. After pasting the above commands, please close the Notepad window.
Choose Save when you are prompted to save the file. Type "register.bat" as
the file name and choose Desktop from the left panel as the location.
4. Refer to the Desktop and right click the register.bat file, then
choose Run as administrator.
5. You will see a DOS-like window processing.
Please try to update again. If our issue persists, I suggest we update
in clean boot.
Boot in Clean Boot Mode
========================
Let’s disable all startup items and third party services when booting.
This method will help us determine if this issue is caused by a loading
program or service. Please perform the following steps:
1. Click the Start Button type "msconfig" (without quotation marks) in
the Start Search box, and then press Enter.
2. Click the "Services" tab, check the "Hide All Microsoft Services" box
and click "Disable All" (if it is not gray).
3. Click the "Startup" tab, click "Disable All" and click "OK".
Then, restart the computer. When the "System Configuration Utility"
window appears, please check the "Don't show this message or launch the
System Configuration Utility when Windows starts" box and click OK.
After restart, please check if the issue persists in Clean Boot Mode.
Please let me know the result.
For your convenience, I also include the steps to return Normal Mode as
below.
How to return Normal Mode
==================
1. Click the Start Button type "msconfig" (without quotation marks) in
the Start Search box, and then press Enter.
Note: If prompted, please click Continue on the User Account Control
(UAC) window.
2. On the "General" tab, click "Normal Startup - load all device drivers
and services".
3. Click OK. Click Restart when you are prompted to restart your computer.
However, if our issue persists, to better assist you, please collect
some information.
How to collect the Windows Update log file
================================
1. Click the "Start" menu, type "WindowsUpdate.log" (without the quotes)
in the Search Bar and Press Enter.
2. Now click on the "File" menu and then click on the "Save As" and
select "Desktop" as the location to save the log.
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
v-30neoz@mssupport.microsoft.com
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 Pearl, type "MSINFO32" in the Search Bar and press
Enter to start the 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 XXXXX@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
******** for my further research.
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.
XXXXXX@mssupport.microsoft.com
Microsoft Windows Vista Support Professional
----------------------------------------------------
I understand our issue persists after the troubleshooting. I also understand
you have paid much time on it and the current situation can be inconvenience.
I would like you to know that you are a valuable customer of Microsoft. As a
Service Support Representative, I will try my best to help you.
Considering our issue, please try the following way to obtain updates.
1. Click the Start Button, type "Windows Update" (without quotation marks)
in the Search bar and press Enter.
2. Click “Check for updates†and then click “View available updatesâ€
3. Please select updates except KB935807 and then click Install
Then can we install these updates?
if not, please let me know. If we can install them, we can now install the
update KB935807 by downloading it directly and install it manually. For your
convenience, I have included the link.
http://www.microsoft.com/downloads/...46-6afa-4a30-833d-e058e000c821&DisplayLang=en
please save it to the desktop and install it manually.
If any errors occur, please capture a screenshot.
How to capture a Screenshot:
=======================
1. Press the Print Screen key (PrtScn) on your keyboard.
2. Click the "Start" menu, type "mspaint" in the Search Bar and Press Enter.
3. In the Paint program, click the "Edit" menu, click "Paste", 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
XXXX@mssupport.microsoft.com
Please take your time to try my steps. If anything is unclear in my email,
please do not hesitate to let me know. I am glad to be of assistance.
,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,
I understand you KB935807 was showed as installed correctly in Windows
Update history, but it still keeps popping up.
Since update is very important for the security of Windows, I suggest we do
not just turn it off. However as KB935807 has been installed due to the
history, we can hide it in Windows Update, then it will not pop up again and
we can obtain other updates to keep Vista up to date. For your convenience, I
would like to give the detail way to hide KB935807.
1. Click Start, go to the Search textbox, type in "Windows Update" (without
the quotation marks) and press Enter.
2. On the right, click “View available updates†under “Install updatesâ€.
3. Right click KB935807 and select Hide update.
Then it will not pop up again.
.................end.........good luck...........................
appear to be installed right away. I think the advice near the bottom was the
one that fixed it.
_____________________________________________________
On 7/15/07, XXXX(MS) <XXXXXXX@mssupport.microsoft.com> wrote:
Thank you for contacting Microsoft Online Support Service. My name is
xxx, and I'm glad to work with you. For your reference, the case ID for this
service request is ********. You can contact me directly by sending an email
to ******** with the case ID in the subject line.
From your description, I understand that several updates failed to
install and the issue persists after performing some suggestions. If I have
misunderstood your concern, please do not hesitate to let me know.
I understand the inconvenience you have experienced. Please be assured
that I will do my best to help you.
Considering the update issue, it can be caused by the corrupted files,
including SoftwareDistrubution folder and Catroot2 folder. I know you have
tried to deleted SoftwareDistrubution folder, so let’s take the following
steps to rename the Catroot2 folder.
Rename Windows Update Temporary folders
=================================
1. Click Start, in Start Search item, type: "notepad" (without quotes)
and press Enter.
2. Copy the following commands and then paste them into the opened
Notepad window:
net stop wuauserv
net stop Cryptsvc
ren %windir%\SoftwareDistribution sdold.old
ren %windir%\system32\catroot2 crt2old.old
net start wuauserv
net start Cryptsvc
3. After pasting the above commands, please close the Notepad window.
Choose Save when you are prompted to save the file. Type "register.bat" as
the file name and choose Desktop from the left panel as the location.
4. Refer to the Desktop and right click the register.bat file, then
choose Run as administrator.
5. You will see a DOS-like window processing.
Please try to update again. If our issue persists, I suggest we update
in clean boot.
Boot in Clean Boot Mode
========================
Let’s disable all startup items and third party services when booting.
This method will help us determine if this issue is caused by a loading
program or service. Please perform the following steps:
1. Click the Start Button type "msconfig" (without quotation marks) in
the Start Search box, and then press Enter.
2. Click the "Services" tab, check the "Hide All Microsoft Services" box
and click "Disable All" (if it is not gray).
3. Click the "Startup" tab, click "Disable All" and click "OK".
Then, restart the computer. When the "System Configuration Utility"
window appears, please check the "Don't show this message or launch the
System Configuration Utility when Windows starts" box and click OK.
After restart, please check if the issue persists in Clean Boot Mode.
Please let me know the result.
For your convenience, I also include the steps to return Normal Mode as
below.
How to return Normal Mode
==================
1. Click the Start Button type "msconfig" (without quotation marks) in
the Start Search box, and then press Enter.
Note: If prompted, please click Continue on the User Account Control
(UAC) window.
2. On the "General" tab, click "Normal Startup - load all device drivers
and services".
3. Click OK. Click Restart when you are prompted to restart your computer.
However, if our issue persists, to better assist you, please collect
some information.
How to collect the Windows Update log file
================================
1. Click the "Start" menu, type "WindowsUpdate.log" (without the quotes)
in the Search Bar and Press Enter.
2. Now click on the "File" menu and then click on the "Save As" and
select "Desktop" as the location to save the log.
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
v-30neoz@mssupport.microsoft.com
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 Pearl, type "MSINFO32" in the Search Bar and press
Enter to start the 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 XXXXX@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
******** for my further research.
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.
XXXXXX@mssupport.microsoft.com
Microsoft Windows Vista Support Professional
----------------------------------------------------
I understand our issue persists after the troubleshooting. I also understand
you have paid much time on it and the current situation can be inconvenience.
I would like you to know that you are a valuable customer of Microsoft. As a
Service Support Representative, I will try my best to help you.
Considering our issue, please try the following way to obtain updates.
1. Click the Start Button, type "Windows Update" (without quotation marks)
in the Search bar and press Enter.
2. Click “Check for updates†and then click “View available updatesâ€
3. Please select updates except KB935807 and then click Install
Then can we install these updates?
if not, please let me know. If we can install them, we can now install the
update KB935807 by downloading it directly and install it manually. For your
convenience, I have included the link.
http://www.microsoft.com/downloads/...46-6afa-4a30-833d-e058e000c821&DisplayLang=en
please save it to the desktop and install it manually.
If any errors occur, please capture a screenshot.
How to capture a Screenshot:
=======================
1. Press the Print Screen key (PrtScn) on your keyboard.
2. Click the "Start" menu, type "mspaint" in the Search Bar and Press Enter.
3. In the Paint program, click the "Edit" menu, click "Paste", 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
XXXX@mssupport.microsoft.com
Please take your time to try my steps. If anything is unclear in my email,
please do not hesitate to let me know. I am glad to be of assistance.
,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,
I understand you KB935807 was showed as installed correctly in Windows
Update history, but it still keeps popping up.
Since update is very important for the security of Windows, I suggest we do
not just turn it off. However as KB935807 has been installed due to the
history, we can hide it in Windows Update, then it will not pop up again and
we can obtain other updates to keep Vista up to date. For your convenience, I
would like to give the detail way to hide KB935807.
1. Click Start, go to the Search textbox, type in "Windows Update" (without
the quotation marks) and press Enter.
2. On the right, click “View available updates†under “Install updatesâ€.
3. Right click KB935807 and select Hide update.
Then it will not pop up again.
.................end.........good luck...........................
