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Microsoft Fix it Problem on XPsp3 Computer - Unable to download troubleshooters, please check your internet connection.

    Question

  • Microsoft Fix it Problem: After installing Micosoft Fix it, during Fix it Center setup, while "gathering information about you computer", setup stops - I get message "Unable to download troubleshooters, please check your internet connection." even though internet connection and wireless/adsl router internet connection is fine, even if I turn off firewall. Problem occurs on two different computers Dell laptops 2 years old, xp sp3 all updates current.
    Wednesday, January 26, 2011 2:29 AM

Answers

  • Thank you for your message. I actually had already tried uninstalling and reinstalling the MSXML 6.0 (I had seen this advice on another post) and it did not make any difference. However I found a workaround way to download troubleshooters and get the Fix it program working: I used a free public proxy address and then configured my IE lan settings to use this proxy address. It worked and continued to work once I returned my settings back to my usual ie without proxy. It works but it seems an awkward way to do it. Also even though I got the application working on both computers I could not get them linked to the same Windows account so I have linked them to separate accounts.

    It seems that without the proxy something was stopping the troubleshooters from downloading or in some other way preventing communication between my computer and microsoft servers. Is is because of ISP security? Is it because our computers are very secure?? Any ideas?

    Regards

     

     

    • Marked as answer by Fafafaalex Monday, January 31, 2011 5:45 AM
    Friday, January 28, 2011 3:21 AM

All replies

  • Dear Customer,

       Thank you for your interest in Microsoft Fix it Center (beta).  I'm sorry to hear that. To help you solve your issue, we need find the root cause. Could you please provide me your Fix it install or update event log informations?

                1. Control panel -> Administrative Tools -> Open Event Viewer

                2. Event Viewer -> Windows Logs -> Applications

        After you select this section and please note to source content, if you find any error/warning about "fix it center/matsvc" please provide to us.  Looking forwarding to your reply. Thanks. 


    Please Mark as Answered If this is helpful Or Un-Mark as Answered if it is not helpful.

    Best Regards,
    Yan Jun

    • Marked as answer by Fafafaalex Wednesday, January 26, 2011 6:01 AM
    • Unmarked as answer by Fafafaalex Wednesday, January 26, 2011 6:01 AM
    Wednesday, January 26, 2011 2:44 AM
  • Information as requested:

    Event Type: Warning
    Event Source: MatSvc
    Event Category: None
    Event ID: 12
    Date:  26/01/2011
    Time:  1:57:16 PM
    User:  N/A
    Computer: GE
    Description:
    The MATS service encountered a failure when getting HTTP proxy settings. hr=0x80072F94
    .Keyword:GetUrlProxyInfo


    Event Type: Error
    Event Source: MatSvc
    Event Category: None
    Event ID: 3
    Date:  26/01/2011
    Time:  1:57:48 PM
    User:  N/A
    Computer: GE
    Description:
    The MATS service encountered a web service failure. hr=0x80072EE2

    Regards

     

    Wednesday, January 26, 2011 3:03 AM
  • Dear Customer,

     

         Thanks for your posted, Based on your event logs informations that you have provided, I guess this issue may network proxy related. Could you please try below steps: 

         1. Control Panel -> All Control Panel Items -> Administrative Tools -> Services

         2. Right click "Microsoft Automation Troubleshooting Service" and select "Properties"

         3. On Tab "Log on" Select "Local System" instead of "This account" and check the "Allow the service to interact with desktop". 

    Hope this helps.  Looking forward to your reply.

    Please Mark as Answered If this is helpful Or Un-Mark as Answered if it is not helpful.

    Best Regards,
    Yan Jun

    Wednesday, January 26, 2011 3:26 AM
  • I did as you said and also tried again after rebooting. No difference and same error messages in event viewer (should I change Microsoft automation troublshooting service back to original)

    Do you have any other suggestions eg a list of option that I could try in a methodical way when I have time.

    Regards

    Wednesday, January 26, 2011 4:04 AM
  • Thanks for your feedback, you may try another way that check your IE proxy setting.  Below are the  setting IE proxy server steps: 

    1. On the Tools menu in Internet Explorer, click Internet Options, click the Connections tab, and then click LAN Settings.

    2. Under Proxy server groups, click to select the Use a proxy server for your LAN check box.

    3. In the Address box, type the IP address of the proxy server. (Note:please try type the same content with your "local proxy address")

    Hope it helps.  Looking forward to your feedback. Thanks!



    Please Mark as Answered If this is helpful Or Un-Mark as Answered if it is not helpful.

    Best Regards,
    Yan Jun

    Wednesday, January 26, 2011 5:24 AM
  • To the best of my knowledge I do not have a proxy server / proxy server IP address. Please advise.

    Regards

    Wednesday, January 26, 2011 5:44 AM
  • To the best of my knowledge I do not have a proxy server / proxy server IP address. Please advise.

    Regards


    Wednesday, January 26, 2011 6:09 AM
  • Would you mind giving the following steps a try as a workaround?

    1. go to IE's "Manage Add-ons" option under the Tools menu

    2. remove the affected "Search Providers"

    3. reboot the computer

    4. add the removed "Search Providers" again from http://www.ieaddons.com/en/searchproviders

    Hope this helps.  Looking forward to your feedback. Thanks!


    Please Mark as Answered If this is helpful Or Un-Mark as Answered if it is not helpful.

    Best Regards,
    Yan Jun

    Wednesday, January 26, 2011 7:14 AM
  • I removed add-ons except for default "bing" (I am not sure how this could be related to the problem). I rebooted; problem re "fix it" remains the same. I am starting to lose faith that this can be resolved. Any more suggestions before I conclude that the appplication is not usable, at least by my computer?

    Regards

    Wednesday, January 26, 2011 7:53 AM
  •    Thanks for your posted, could you please verify "Microsoft Automation Troubleshooting Service" is started when you updating Fix it center. Because update application was dependence this service. And may I know, can you use Windows update?  This question is to confirm your network setting can connect Microsoft server.

    Please Mark as Answered If this is helpful Or Un-Mark as Answered if it is not helpful.

    Best Regards,
    Yan Jun

    Wednesday, January 26, 2011 8:57 AM
  • MATS is set to automatic and is started; and no problem with windows update.
    Wednesday, January 26, 2011 9:49 AM
  •   Thanks for your feedback. On my XP sp3 VM, I have been repro your issue, but I've  already resolve this problem, the 'MSXML 6.0' was not be correct installed and setting that I found was the reason, could you please uninstall and install 'MXXml 6.0' again or repair your installation of Windows XP SP3.   Hope this will helps. 

    Please Mark as Answered If this is helpful Or Un-Mark as Answered if it is not helpful.

    Best Regards,
    Yan Jun

    • Proposed as answer by ppinkines Saturday, January 29, 2011 6:29 PM
    Friday, January 28, 2011 2:31 AM
  • Thank you for your message. I actually had already tried uninstalling and reinstalling the MSXML 6.0 (I had seen this advice on another post) and it did not make any difference. However I found a workaround way to download troubleshooters and get the Fix it program working: I used a free public proxy address and then configured my IE lan settings to use this proxy address. It worked and continued to work once I returned my settings back to my usual ie without proxy. It works but it seems an awkward way to do it. Also even though I got the application working on both computers I could not get them linked to the same Windows account so I have linked them to separate accounts.

    It seems that without the proxy something was stopping the troubleshooters from downloading or in some other way preventing communication between my computer and microsoft servers. Is is because of ISP security? Is it because our computers are very secure?? Any ideas?

    Regards

     

     

    • Marked as answer by Fafafaalex Monday, January 31, 2011 5:45 AM
    Friday, January 28, 2011 3:21 AM
  •   Thanks for your feedback.  Yes, I agree with you, I also thinks reason was ISP security to limit that you can't download troubleshooters from Microsoft server.  Finally, you solved this issue by yourself and you did great job!  Also thank you for your active participation in the forum! 


    Please Mark as Answered If this is helpful Or Un-Mark as Answered if it is not helpful.

    Best Regards,
    Yan Jun

    Monday, January 31, 2011 5:45 AM
  • Yan Jun....with all due respect ...what sort of answer is this?

    I have tried to run Mr Fix It using three different ISP's and have the same issue on several PC's using different firewalls or none.

    Without having to resort to a private proxy surely there is a better explanation as to why this programme will not run?

    Why does it not work like defender, essentials etc.?

    Can anyone use this without exposing yourself to the  private proxy environment??

     

    • Edited by 3745 Saturday, February 12, 2011 1:26 AM typo
    Saturday, February 12, 2011 1:24 AM
  • Hi Yan Jun,

    I have exactly the same problem as Keen to Know and have tried all of your suggestions.  Is there anything else we can do please?  We have three machine all with the same problem.

    Thanks

    Paul 

    Wednesday, March 02, 2011 12:57 PM
  • Hi Paul,

        Thanks for your posted, I know you have three machine all with the same issue that your above described. To further get the error reason, may I know some your PC's informations? 

       1. What is your OS [XP/Vista/Win 7/Server 2003/Server 2008,  32/64]?

       2. Could you please provide your event logs informations?  please go to

         A. Control panel -> Administrative Tools -> Open Event Viewer

                 B. Event Viewer -> Windows Logs -> Applications 

      3. Please make sure you have already install .net framework, MSXML, powershell on your computers. (BTW: Win7 and 2008 R2 will install these by default)

      Look forward to your reply. 


    Please Mark as Answered If this is helpful Or Un-Mark as Answered if it is not helpful.

    Best Regards,
    Yan Jun

    Friday, March 04, 2011 11:41 AM
  • fantastic work guys

    i did all the above i have the same setup, win xp 32bit sp3, all latest updates after reading this guide i made all the changes and installed everything.

    my pc is so fast now compared to before. it used to take 1-2 min to start up, now nothing even shows up next to the clock except my empty network card.

    nvidia CP gone, sound card gone, bluetooth gone, everything.....

    im gunner have to format my pc now coz i dont trust anymore :@ thanks for the awsome help

    end sarcasum

    no need to reply ill "fix it" by formatting. punn intended

    Saturday, March 12, 2011 4:35 PM
  • Hi Keen to know, I am having the same problem as you was having, have you found a solution? Regards Garry.
    Sunday, March 13, 2011 1:42 AM
  • Dear hdtkid and King12375

    Re this issue: I was the one that originally posted the problem. And I eventually had to solve the problem myself. In my case it was probably because the troubleshooters download was blocked by my ISP; because when I used a proxy server (opendns) I was able to download the troubleshooters.

    Speaking in general about technical advice; I am finding that it seems very generic or at best trial and error. It seems that what is lacking is accountability. Because IT problems are so prevalent everyone has come to expect problems. If technical advice  guides us to solve a problem which is rare we somehow feel good because we have been involved in the tinkering which led to the solution. However more often than not, we are led along a road whiere there is no accountability and no methodical process involved. To compound the problem the original problems that occur are at best asssociated with error messages - if there are any error messages at all - that are so general that they are meaningless.

    I am finding that more and more I have to solve the problem myself; which is so time consuming that it defeats the purpose of the bells and whistles that developers are putting out there. Like htdkid I am losing trust. And when Kiing12375 asks "have you found a solution?" I do not feel optimistic that helpdesk type advice will be able to help.

    I hope this post serves as a consoling reflection for the growing number of frustrated IT consumers.

    Sunday, March 13, 2011 2:36 AM
  • Having read this thread and about 5 others all relating to the same problem I think we can safely say that no-one at microsoft has any clue what they are talking about, and it seems, are as convoluted as the software itself.
    Thursday, March 31, 2011 12:51 PM
  • It,s alright thank U
    Clarence L. Albritton Jr
    Monday, April 04, 2011 4:12 AM
  • how can i download  microsft fix it problem
    lois p. barton
    Tuesday, April 05, 2011 11:22 PM