Microsoft Case ID: SRX1102024607From: Kelly Huang (MS) [[removed]] Sent: Friday, May 15, 2009 9:23 PM To: [removed] Cc: [removed] Subject: Microsoft Case ID: SRX1102024607 Dear Steven, Thank you for contacting Microsoft Windows Update Support. My name is Kelly, and I am glad to work with you. To contact me, you may send emails to my account: [removed] with the case ID SRX1102024607 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 case log, I understand that the message said �The Security Center is currently unavailable because the 'Security Center' service has not started or was stopped". However, if we click on Automatic Updates, the next window that Automatic Update is enabled. You considered the issue can be caused by third party security software. 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. The issue can be coursed by one of the following factors: 1. The Automatic Update service is infected with spyware. 2. The two registry branches of Automatic Updates are corrupted. We will address some of the more common causes of this issue. It is important that we attempt to connect to the Windows Update web site after each step to confirm whether the resolution has worked. This will prevent us from having to proceed with additional troubleshooting steps and provide us with valuable feedback to further develop our support resolutions for you and our future customers. Your assistance is greatly appreciated. NOTE: Some third party programs can also affect the Windows Update service. Since we have Norton installed, I recommend we temporarily disable or shut them down and then try accessing the Windows Update site later. Please be sure to re-enable them after completing the update process. Suggestion 1: Scan for Spyware ======================== 1. Please open Internet Explorer and visit http://safety.live.com. 2. Please click "Full Service Scan" button and follow the instructions on screen to scan for viruses on your computer. 3. When the scan is finished, please restart your computer. Now try Windows Update to see if the issue has been resolved. Please let us know if this step has resolved it. If not, please proceed to the next step. Suggestion 2: Restore two registry branches. ================================= Let's repair the following two registry keys: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\wuauserv HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\Root\LEGACY_WUAUSERV 1. Click "Start", click "Run", type: "Inf" (without quotations) and press "Enter". A folder will open. 2. Locate the file "au.inf", (you can type au to locate the file), right click it and choose "Install". Note: The file extension ".inf" may be hidden; we may only see the file named "au". 3. The setup process will try to restore the registry branches automatically. However, you may not receive any notification. If some files cannot be located automatically, we will be prompted to select the installation source. Please click "browse", and go to this location: C:\Windows\ServicePackFiles\i386 If this folder is unavailable, please choose the folder "C:\Windows\System32". 4. Please restart the computer. Let�s now try Windows Update again and see if the issue has been resolved. Please let us know if this step has resolved it. If it has not, please proceed to the next step. Suggestion 3: Verify the relevant Windows Update services. ============================================ 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 "General" tab; make sure the "Startup Type" is "Automatic" or "Manual". Then please click the "Start" button under "Service Status" to start the service. 4. Please repeat the above steps with another 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. If any of the services can not be started, or any error message is received when starting these services, please capture a screenshot when the error message is encountered: How to collect 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: [removed]. If any of the service cannot be started or stopped normally, the issue can be caused by the corrupted services. As Automatic Updates Service and Background Intelligence Transfer Service are the most important services for Windows Update. If any of them cannot be started or stopped normally, no updates can be obtained. However, please note that services are system related and cannot be resolved from a Windows Update standpoint, we may need to involve Windows XP system support to help us resolve the issue. At that point, I will separate a new case for this issue and reroute it to the proper channel. In this way, the case will be handled by an engineer who specializes in this type of issue. This will ensure the problem is resolved as quickly as possible. Thank you for your understanding. In addition, please provide the following information for research. How to collect System Information ========================= 1. Click "Start", go to "Run", type in "MSINFO32" (without quotations) and press "Enter" to start System Information. 2. On the "System Information" window, on the menu bar, click "File", and click "Save as"; save it as an NFO file, such as "system.nfo" to your local Desktop. 3. Locate the file, right-click on it, click "Send To", and click "Compressed (zipped) Folder". 4. Please send it as an attachment to [removed]. 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. Your feedback is very important to us. I would appreciate your confirmation or a reply from you on the results for the suggestions above. If anything is unclear, or if there are any questions about the steps, please do not hesitate to let me know. I will be glad to help. I look forward to hearing from you. Best Regards, Kelly Huang [removed] Microsoft Windows Update Professional ---------------------------------------------------- Very 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 my manager, Charles Zhang at [removed]. You also can use our phone support. A phone engineer will be assigned to assist you going forward and he/she will have the access to the up-to-date case notes of the original case. You can call [removed] by reference our case ID.