No help or support for suddenly "invalid" volume license keys?

Wednesday, January 03, 2007 1:19 AM

5

I purchased my copy of XP Pro from a reseller over a year ago. I was concerned about authenticity at the time, so I investigated its legitimacy. I was assured me that, if my copy of XP passed authentication, it was the real thing.

Now, suddenly, validation is failing. I've changed nothing about the machine -- no reinstall or other service. I've tried email, done everything on the website I'm supposed to, spent over 2 hours on hold on the phone with absolutely no response.

I made a good-faith effort to make sure I had a legitimate copy of XP at the time. Now, it's far too late to get a refund. So... what? I'm just supposed to roll over and pony up another $150 for another copy?

Can anyone address why a year+ old valid license would suddenly start failing (without any sort of re-install or other issues)...? Any help would be greatly appreciated...

Validation Status: Geographically blocked PID
Detailed Status: N/A
Windows Product Key: *****-*****-7BHGB-TP888-CVC7G
Windows Product Key Hash: 2wL1IllMebWUxB9ckiTiz7gly7Q=
Windows Product ID: 76487-640-1825586-23479
Windows Product ID Type: 1 - Volume
Windows OS version: 5.1.2600.2.00010100.2.0.pro
ID: 95f86b7a-3b07-44c0-a5e9-3113919a1f31
Administrator: Yes
AutoDial: No
Registry: 0x0
WGA Version: Registered, 1.5.723.1
Signed By: Microsoft
Product Name: N/A
Architecture: N/A
Build lab: N/A
TTS Error: N/A
Validation Diagnostic:
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Wednesday, January 03, 2007 2:34 AM

Answerer

5

It's apparent you purchased a bogus, non-genuine version of Windows XP.

In order to resolve your non-genuine licensing issue, please visit: www.microsoft.com/genuine and click on "Validate Windows". When validation fails, click on the Get Genuine button which will provide information on how to acquire a WGA Kit.
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Wednesday, January 03, 2007 2:53 AM

0

Please post the entire diagnostics tool output so we may better diagnose the issue.

Thanks,

-phil
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Wednesday, January 03, 2007 5:32 AM

0

] It's apparent you purchased a bogus, non-genuine version of Windows XP.

That successfully validated for well over a year? That's not apparent at all. Unless what you're actually saying is that WGA doesn't protect consumers?

If I had known there was a problem at the time, I would have dealt with it then... but there wasn't. I got the holograms I expected and the hardware and software were in order up until now. Since my system hasn't changed, it seems more likely that, right or wrong, my vendor got on the bad side of Microsoft. It's impossible for me to tell whether Microsoft got paid for my license or not but, since WGA waited until long after the point at which I could have returned my "bogus, non-genuine version of Windows XP," I believe I have a compelling argument that is genuine.
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Wednesday, January 03, 2007 9:56 AM

0

Phil Liu MSFT wrote:
Please post the entire diagnostics tool output so we may better diagnose the issue.

Thanks,

-phil

Phil, here it is... thanks in advance for any assistance.

Diagnostic Report (1.5.0723.1):
-----------------------------------------
WGA Data-->
Validation Status: Geographically blocked PID
Detailed Status: N/A
Windows Product Key: *****-*****-7BHGB-TP888-CVC7G
Windows Product Key Hash: 2wL1IllMebWUxB9ckiTiz7gly7Q=
Windows Product ID: 76487-640-1825586-23479
Windows Product ID Type: 1
Windows License Type: Volume
Windows OS version: 5.1.2600.2.00010100.2.0.pro
ID: 95f86b7a-3b07-44c0-a5e9-3113919a1f31
Is Admin: Yes
AutoDial: No
Registry: 0x0
WGA Version: Registered, 1.5.723.1
Signed By: Microsoft
Product Name: N/A
Architecture: N/A
Build lab: N/A
TTS Error: N/A
Validation Diagnostic:
Resolution Status: N/A

Notifications Data-->
Cached Result: 13
File Exists: Yes
Version: 1.5.540.0
WgaTray.exe Signed By: Microsoft
WgaLogon.dll Signed By: Microsoft

OGA Data-->
Office Status: 109 N/A
OGA Version: Failed to retrieve file version. - 0x80070002
Signed By: N/A, hr = 0x80070002
Office Diagnostics: FCEE394C-3175-80070002

Browser Data-->
Proxy settings: N/A
User Agent: Mozilla/4.0 (compatible; MSIE 6.0; Win32)
Default Browser: C:\Program Files\Internet Explorer\iexplore.exe
Download signed ActiveX controls: Prompt
Download unsigned ActiveX controls: Disabled
Run ActiveX controls and plug-ins: Allowed
Initialize and script ActiveX controls not marked as safe: Disabled
Allow scripting of Internet Explorer Webbrowser control: Disabled
Active scripting: Allowed
Script ActiveX controls marked as safe for scripting: Allowed

File Scan Data-->

Other data-->
Office Details: <GenuineResults><MachineData><UGUID>95f86b7a-3b07-44c0-a5e9-3113919a1f31</UGUID><Version>1.5.0723.1</Version><OS>5.1.2600.2.00010100.2.0.pro</OS><PKey>*****-*****-*****-*****-CVC7G</PKey><PID>76487-640-1825586-23479</PID><PIDType>1</PIDType><SID>S-1-5-21-299502267-1645522239-725345543</SID><SYSTEM><Manufacturer>IBM</Manufacturer><Model>1871CTO</Model></SYSTEM><BIOS><Manufacturer>IBM</Manufacturer><Version>70ET67WW (1.27 )</Version><SMBIOSVersion major="2" minor="33"/><Date>20060920000000.000000+000</Date></BIOS><HWID>03523F07018400E2</HWID><UserLCID>0409</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>Pacific Standard Time(GMT-08:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM/></MachineData> <Software><Office><Result>109</Result><Products/></Office></Software></GenuineResults>
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Wednesday, January 03, 2007 5:04 PM

Blimfark,

The mgadiag utility is reporting that your computer was manufactured by IBM.

The great majority of consumer PCs manufactured by IBM would have come from IBM with a properly licensed installation of Windows.

Please look on the computer or with the materials you received with the computer or with Windows to see if you have a Certificate of Authenticty (COA). If you have one, tell us about the COA. Tell us:

1. What edition of Windows XP is it for, Home, Pro, or Media Center, or another version of Windows?

2. Does it read "OEM Software" or "OEM Product" in black lettering?

3. Or, does it have the computer manufacturer's name in black lettering? In your case we would expect it to read, "IBM."

4. DO NOT post the Product Key.

Not sure what to look for? See this page for reference: http://www.microsoft.com/resources/howtotell/en/coa.mspx

Wednesday, January 03, 2007 8:51 PM

Dan, thanks for the reply. The machine is indeed an IBM laptop, but XP did not come pre-installed -- I chose to purchase it. The CoA says:

1) Windows XP Professional 1 - 2 CPU
2) It does read "OEM Product"
3) No manufacturers name

Does this help?

Wednesday, January 03, 2007 9:43 PM

Blimfark,

Please have a close look at the CD provided to you by the seller. Is the hologram pattern actually embedded within the plastic of the CD, or is it on a thin label affixed to the top surface of the CD?

Also, please insert the CD into a computer and navigate to the setupp.ini file located in the \i386 folder. This is a small text file that has two data sections. Can you post the digits or characters of the number that is the data of the second section?

The answers to the above two questions will help give us an idea of your situation. Your situation is already a potential problem in that your CD says you have an OEM license, yet the mgadiag report is showing that a Volume license is installed on the computer.

Lastly, is there a COA on the computer for any edition of Windows? Or how about those cutesy little stickers on the top or front that might read designed for Windows95, Windows98, WindowsNT, Windows2000, etc etc.?

Thursday, January 04, 2007 4:26 PM

Dan, many thanks for the reply -- I really appreciate the level of detail of your question and answer.

I'll need to track down the CD (I haven't needed it since installation) which may take a couple of days, but I'll definitely find it and post the information you request. I'm pretty sure the hologram is embedded, but I'll verify.

Meanwhile, what about this clue? "The product key used to install your copy of Windows was issued to an organization that is no longer using the key." Isn't this the heart of the matter?

Thanks again...

Thursday, January 04, 2007 8:13 PM

Blimfark wrote:

Blim:

I would suggest (if you have the original media and receipts you purchased) to go to www.microsoft.com/genuine and click Validate Windows. Afterwards, click "See all options" and submit a cuonterfeit report. This specific product key that is in use on your system is non-genuine and belongs to a large corporation based in the United States.

By submitting the report, it is very likely that you will receieve a free WGA kit (free copy of Windows XP Professional) - and in turn will help our fight against software piracy.

-phil

Thursday, January 11, 2007 12:39 AM

Phil,

I filed a counterfeit report as you suggested but I haven't heard anything back. Should I expect an email or something in the mail? Do you have any other suggestions?

Many thanks,
Blim

Wednesday, January 17, 2007 8:52 PM

Well, apparently, I'm out of luck. I guess I have to shell out another $150 for a new license. I have to say, I'm extremely disappointed: I've really believed in the WGA and the validation process and the claim that it protects consumers. But it doesn't. If validation had failed when I bought my copy of XP, I could have taken the appropriate actions at the time. Instead, well over a year later, the only thing WGA is doing is extracting more money from me. I don't even have any real confidence that the "Genuine" license I buy will still work a year from now... but I also don't have any choice. Extremely disappointing...

Wednesday, January 17, 2007 10:03 PM

Blimfark,

From what I understand it can take a month or more for MS to let you know about whether counterfeit materials submitted are really HQ counterfeits.

Since your computer is still working normally, give it some time. If you have automatic updates set, you will continue to get the critical security updates, so there are no worries about missing a security update and being hung out to dry.

Thursday, January 18, 2007 4:19 PM

A month or more?

I would like to contribute to this post since I am having a very similar problem as the OP. I plan on submitting my own report as soon as I get back home to my troubled PC.

I bought my copy of Windows XP Professional well over 3 years ago, and never had any problems until yesterday. I too, was slightly hesitant when I made my purchase since I saved a few bucks compared to some other retailers who were selling at a slightly higher price than I paid (I paid around $150 IIRC - of course I don't have the 3 year old original receipt to show you). I was re-assured by the seller that I was getting a 100% legitimate copy of Windows, and he referenced his customer feedback which was all very positive. Sure enough when it arrived on my doorstep, what I received was a genuine Microsoft holographic CD-ROM of Windows XP. Now, all of the sudden, I just installed my new monitor, and upon restarting my computer, my copy of Windows fails validation for one reason or another. It appears my only option is to <i>re-pay</i> for an item I've already paid for once. Is it really fair to further penalize the victim in scenarios like this?

So now that I found this forum, I find out I can possibly submit a fraud report and maybe after an extended period of time receive a free WGA kit once you get around to reviewing my fraud report. So you're telling me I have to look at this "Counterfeit version of Windows - your computer may be at risk" icon for another month or so every time I reboot my computer? There has to be a better way to deal with this problem. And shelling out another $150 is NOT an option as far as I'm concerned.

Saturday, January 20, 2007 4:38 PM

Dan,

Well... I do appreciate the encouraging words. I'd be even more appreciative if they'd come from Microsoft; e.g., after I filed my report. I'll wait for awhile longer before I give up. I'll have to give up at some point, though: e.g., I made the mistake of trying to install WMP 11 before I fully realized what was happening... and now I can't, nor can I go back to WMP 10.

Bnice7,

Three years of validation before failure?!? My condolences! (and here I was feeling sorry for myself). I really hope MS will do the right thing and give us "real" licenses. Also, it seems like some changes to WGA are in order to actually help consumers catch (and report) bogus licenses up front, when there's still a chance of preventing fraud to US -- not just after the fact, for MS.

Saturday, January 20, 2007 6:01 PM

i have been experiencing problems with this message that keeps appearing on my computer and preventing me from using msn. My computer was purchased form an electronics store. I received the cd from the packaged box unopened and installed it on my computer. I have had no problems with my computer up until this past year. I have had the computer for 4 years and now i receive this message every 4- 6 months. I have tried re entering the serial number that was with the disk and no success. I am obviously not the only one experiencing this issue. I believe this is a scam on the part of the manufacturer to get people to buy a new version of windows. When I went to staples and inquired about why this was happening i was informed there that i would need purchase the new windows product and download it to my computer which is very expensive. I bought the program once why do I need to re buy it again.

Saturday, January 20, 2007 6:06 PM

Answerer

Please follow this diagnostic troubleshooting procedure:

1. Download and run the MGA Diagnostic Tool: http://go.microsoft.com/fwlink/?linkid=52012

2. After running the MGA Diagnostic Tool, click
    on the "Windows" tab and then click on "Copy".

3. Next, visit the following website and create a post in the
    "WGA Validation Problems" forum and paste the
    results of the WGA Diagnostic Data in a detailed post.
    http://forums.microsoft.com/Genuine/default.aspx?SiteID=25

4. A WGA troubleshooting specialist will analyze the data and
    recommend an appropriate solution.

Sunday, January 21, 2007 8:27 AM

Blimfark wrote:

Bnice7,

Three years of validation before failure?!? My condolences! (and here I was feeling sorry for myself). I really hope MS will do the right thing and give us "real" licenses. Also, it seems like some changes to WGA are in order to actually help consumers catch (and report) bogus licenses up front, when there's still a chance of preventing fraud to US -- not just after the fact, for MS.

Blimfark -- thanks, and I agree with you 100%. Except I've decided I don't even want a license. I'm done. The results [none] and responsiveness [lack of] of this very post has inspired me to not bother wasting my time running these ridiculous tools and waiting months for MS to give me a response at their convenience. Out of frustration I'm in the process of switching to a different OS that doesn't have this "WGA" nonsense.

It's not that I think MS makes a bad product but I've come to realize that I've always worked on my own cars when they break down, and I think it's about time I give myself the freedom to work my computer on my own -- something that's apparently no longer possible using MS products (current or future).

If there's anyone here from MS listening, I would be happy to mail you my CD-ROM so you guys can investigate it in your continuing effort to fight fraud. Just PM me a shipping address (Don't worry, I'll pay for shipping - snail mail). I have no more use for it.

Sunday, January 21, 2007 6:05 PM

bnice7,

Some people like to complain and throw their hands up and some like to try to work thru a problem. If you've read thru some of the posts here, you'll see that quite often technical problems with the computer will throw a false positive, which could be the situation with your computer. You'll also see that all of the regular "helpers" here, MS staff and volunteers alike, try very hard to accurately get to the bottom of each person's issue. Sometimes the truth is a genuine installation has technical problems, and sometimes the truth is that the installation is nongenuine. No one likes finding out that they bought a bad copy of XP or Office.

Please follow these steps for assistance:

Step 1 is to run the utility at this link http://go.microsoft.com/fwlink/?linkid=52012, then click the Windows tab, click the "Copy" button, then paste the report into a response in this thread.

Step 2 is to look on the computer or with the materials you received with the computer or with Windows to see if you have a Certificate of Authenticty (COA). If you have one, tell us about the COA. Tell us:

1. What edition of Windows XP is it for, Home, Pro, or Media Center, or another version of Windows?

2. Does it read "OEM Software" or "OEM Product" in black lettering?

3. Or, does it have the computer manufacturer's name in black lettering?

4. DO NOT post the Product Key.

Not sure what to look for? See this page for reference: http://www.microsoft.com/resources/howtotell/en/coa.mspx

Sunday, January 21, 2007 9:03 PM

Hi Dan,

Thanks for taking the time and effort to reply. I'm not complaining, and I do understand and appreciate the level of help all of you volunteers offer. It's just the level of support from the MS staff that I'm completely unsatisfied with, although I'm sure ultimately even they are not to blame for my dissatisfaction. Think about it this way -- think about how much more useful your time would be if WGA didn't exist.

I built my own computer. I run an overclocked centrino processor on a desktop. It's quite fast. So I purchased my own stand alone copy of Windows from an online vendor. I don't recall who I made the purchase from. But the fact of the matter is I received my copy of Windows that I paid for and it's worked wonderfully for 3 whole years. If I paid more attention at the time I probably could have deduced that this particular CD should not have been sold to me, but that was not the first thing on my checklist, do you see? Only now I'm finding out it's invalid, and based on the previous posts regarding the same exact issue at hand, it doesn't seem like there's anything to be done. So why should I waste my time sending you all these codes and numbers if you're just going to tell my to buy a WGA kit? Or better yet, to send my CD in for "HQ" counterfeit inspection and wait a month or more for even a chance of a response?

I can tell you that my XP pro CD is holographic with green borders, it says Microsoft Licensing, "Volume License Product Key Required" at the top, and "Not for retail or OEM distribution". I have no COA that came with this CD. The Product Key Code is a yellow sticker affixed to the front of the CD sleeve. There's another white sticker at the top with a bar code and "MFG reference" and "Part number" codes. Like I said, if you want it, I would be happy to send it to you for your inspection. Especially if it can help you be of more help to other frustrated users.

Maybe in the future if MS decides to offer a home version of their OS that's at least reasonably affordable and with no complicated licensing issues I would reconsider my faith in their products. Until then, I move onward. I can understanding that corporations need to comply with this detail of licensing. But for my home computer? Come on.

Monday, January 22, 2007 11:56 PM

Folks:

Please remember the proper method for support is not the forum. The forum is more of a user community to get quick answers if possible. It is not the true and tried support method.

For the best and most direct method for WGA support, you must go to http://www.microsoft.com/genuine/selfhelp/support.aspx

-phil

Wednesday, October 17, 2007 8:53 PM

Hi, Dan...

It's been months now -- going on a year -- and I've refiled my HQ counterfeit claim multiple times (I've also forwarded it to support@microsoft.com). I have never heard one word of acknowledgement from anyone at Microsoft -- just total silence. Even being told "claim denied" would have been preferable.

I give up, I guess. I just cannot seem to get Microsoft's attention on this matter. And my confidence in WGA is now non-existent: when I go to maintain older machines, I defer installing the new validator, just in case there's some sort of problem, even on machines (e.g., Dells, Compaqs, etc.) where there should obviously be a legit OEM license. I know I won't be able to get any help if I run into trouble.

Any advice anyone has would be appreciated. Otherwise, I'll just assume that I'm screwed and that WGA is a farce. I do feel hung out to dry...

thanks,
--Blim

Friday, October 19, 2007 7:08 PM

Blimfark,

I am wondering how you could have submitted the report several times, since my understanding is that you are supposed to send in the CD with the report. Of course you did not have several CDs, so maybe if you have not sent the CD that is why you have not received any sort of reply?

The process to submit for a free replacement starts on this page of the WGA failure process: http://www.microsoft.com/genuine/AboutNotifications.aspx?displaylang=en&Page=How&SubPage=5#topProcess