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XP SP3 "Unable to download troubleshooters, please check your Internet connection."

Question
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Running on XP SP3. I get "Unable to download troubleshooters, please check your Internet connection."
Even though my Internet connection is alive and kicking, I get this error and the program quits. This is happening on a new install, as it is running the "Gathering information about your computer Please wait..."
Friday, April 16, 2010 5:37 PM
Answers
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dom_test.js(1, 1) Microsoft JScript runtime error: Automation server can't create object
@Wee Todd DiddGiven that your computer meets the Microsoft Fix it Center application's OS requirement (Windows XP SP3 or above), one of the required components, namely MSXML6, should already be present on your computer system. However, the test showed that MSXML6 was not properly configured on your computer. You may want to repair your installation of Windows XP SP3 first. You may post Windows XP questions to forums listed on http://social.answers.microsoft.com/Forums/en/category/windowsxp.
Regards,
Daniel Chow
Sr. Software Development Engineer
Product Quality & Online
Microsoft Corporation
This email is provided "AS IS" with no warranties, and confers no rights.
- Edited by Daniel Chow - MSFTModerator Monday, May 3, 2010 5:53 AM commented on test result
- Marked as answer by Daniel Chow - MSFTModerator Monday, May 3, 2010 5:53 AM
Monday, May 3, 2010 5:52 AMModerator
All replies
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The same thing happened to me during an attempt to load onto XP SP3. Any suggestions?Saturday, April 17, 2010 1:45 AM
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Hi Kacela / WmRain,
Do you get the same error retrying "Microsoft Fix it Center" on your desktop after reboot?
If so, can you please provide me information regarding your computer and network connection?
- Do you have all the latest Windows updates installed?
- What is the firewall client / antivirus / anti-malware software installed on your computer? Could any installed firewall client software have prevented outgoing Internet traffic from a new program?
- Do you use Internet Explorer as your daily web browser? Has your web browser been configured to use any proxy server or automatic proxy configuration URL? For Internet Explorer, you can go to the Internet Options settings dialog box through its Tools menu or through Windows' Control Panel.
Many thanks for your patronage! We will keep monitoring your inputs on this forum and improving the product in its beta phase.
Daniel Chow
Sr. Software Development Engineer
Product Quality & Online
Microsoft Corporation
Saturday, April 17, 2010 4:17 AMModerator -
I get the same when I try the Fix it Center.
If so, can you please provide me information regarding your computer and network connection?
- Do you have all the latest Windows updates installed? Yes
- What is the firewall client / antivirus / anti-malware software installed on your computer? Could any installed firewall client software have prevented outgoing Internet traffic from a new program? Only AVG 9.0
- Do you use Internet Explorer as your daily web browser? Has your web browser been configured to use any proxy server or automatic proxy configuration URL? For Internet Explorer, you can go to the Internet Options settings dialog box through its Tools menu or through Windows' Control Panel. No on the Proxy and Using IE7 on medium security, daily (only)
Many thanks for your patronage! We will keep monitoring your inputs on this forum and improving the product in its beta phase.
Sunday, April 18, 2010 7:23 PM -
Hello Daniel Chow,
Same error here I'm afraid.
"Do you get the same error retrying "Microsoft Fix it Center" on your desktop after reboot?"
Yes
"If so, can you please provide me information regarding your computer and network connection?"
Windows XP Home SP3 running on AMD Athlon XP 2600+ powered Gigabyte GA-7N400 Pro 2 home built desktop. Connected to the Internet via ethernet cable to Netgear DG834G v4 ADSL2+ modem/router.
"Do you have all the latest Windows updates installed?"
Yes
"What is the firewall client / antivirus / anti-malware software installed on your computer? Could any installed firewall client software have prevented outgoing Internet traffic from a new program?"
Norton Internet Security Suite 2010 (Smart Firewall program control set to 'ALLOW' for Matsvc.exe, FixitCenter1st.exe and FixitCenter.exe).
"Do you use Internet Explorer as your daily web browser?"
Yes
"Has your web browser been configured to use any proxy server or automatic proxy configuration URL?"
No
Regards
Menorcaman
Monday, April 19, 2010 5:08 PM -
hi daniel,
got the same problem as everyone else. latest updates - tick! AV software set to allow - tick! IE8 - tick! SP3 - tick!. before i get the pop up telling me 'Unable to download troubleshooters, please check your Internet connection' it is preceded by a pop up saying there is an unexpected error, error code 16977921-2147023843. any help????
Monday, April 19, 2010 7:16 PM -
I'm getting exactly the same error message. Also on XP SP3 with McAfee Cox Security suite. My internet connection is fine.Tuesday, April 20, 2010 1:21 AM
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O.K. Further to my earlier post, this morning I tried the Trouble Shooter download link as detailed in the other XP SP3 thread http://social.microsoft.com/Forums/en-US/fixitcenter/thread/5684c581-19fb-48e8-9cc4-151d7cf5c009. The sound.diagcab Trouble Shooter module downloaded successfully.
Therefore I tried installing Fix it Center again and this time it did install all the Trouble Shooter modules except the one for the "Internet Explorer freezes or crashes" diagnostic test. However, I was able to successfully install that particular module separately via the Fix it Center consol. All diagnostics were then run successfuly (found and fixed a few problems with DivX and graphics drivers).
Regards
P.S.
Suggest that the site Admins merge this thread with the other XP SP3 thread that I mentioned above.
Tuesday, April 20, 2010 8:52 AM -
This didn't help me. I tried the reinstall and it still had the same error message. Also, where do I put the downloaded file? I stuck it in the main directory for Microsoft Fixit, but I don't know if this is the correct place. I would like to be able to download all the troubleshooters and see if that helps, providing I have instructions also on where to put the file. It didn't matter whether I downloaded with Internet Explorer or Firefox, it worked the same either way and there wasn't any special handling with Internet Explorer.Wednesday, April 21, 2010 3:50 AM
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This didn't help me. I tried the reinstall and it still had the same error message. Also, where do I put the downloaded file? I stuck it in the main directory for Microsoft Fixit, but I don't know if this is the correct place. I would like to be able to download all the troubleshooters and see if that helps, providing I have instructions also on where to put the file. It didn't matter whether I downloaded with Internet Explorer or Firefox, it worked the same either way and there wasn't any special handling with Internet Explorer.
Hello RovingRep,The Trouble Shooter modules are compressed cab files that are unzipped into various subdirectories during the install process. I guess the download test mentioned in the first paragraph of http://social.microsoft.com/Forums/en-US/fixitcenter/thread/5684c581-19fb-48e8-9cc4-151d7cf5c009 just checks that the download link isn't being blocked by your security software/router. Having proved that you can download the sound.digcab file, did you then follow the instructions in the second paragraph of the link i.e. open the Fix it Center client from the Start Menu and install the various modules from there?
Regards
Wednesday, April 21, 2010 11:11 AM -
Pretty much same as every one else. ( XP SP3, all updates, Avira anti virus, able to download sound.diagcab manually )
Notice these warnings and errors in event viewer after the install.
The MATS service encountered a web service failure. hr=0x80040154
The MATS service encountered a failure when getting HTTP proxy settings. hr=0x80072F94
.Keyword:GetUrlProxyInfoWednesday, April 21, 2010 2:52 PM -
Dear Customers who encountered the 0x80040154 error,
Please provide us a bit more information to better understand the problem encountered.
Please follow the below steps and post the outputs you get onto this thread.
1. Go to command window by hitting the Start-R key, typing in "cmd.exe" and hitting Enter.
2. Type in the following lines in the command window and hit Enter when reaching the end of each line. This will bring up the notepad application.
notepad dom_test.js
3. Click Yes when asked whether to create a new file.
4. Copy and paste the following lines into the notepad window.
var xmlDoc = new ActiveXObject("Msxml2.DOMDocument.6.0");
xmlDoc.async = false;
xmlDoc.loadXML("<a><b c=\"d\">e</b></a>");
if (xmlDoc.parseError.errorCode != 0) {
var myErr = xmlDoc.parseError;
WScript.Echo("You have error " + myErr.reason);
} else {
WScript.Echo(xmlDoc.xml);
}5. Save the file.
6. Type in the following line in the command window and hit Enter. This command runs a MSXML6 related test on your computer.
cscript /nologo dom_test.js
7. Reply to this thread with the outputs from the command.
8. Type in the following line in the command window and hit Enter. This command removes the file created in step #5.
del dom_test.js
Regards,
Daniel Chow
Sr. Software Development Engineer
Product Quality & Online
Microsoft Corporation
This email is provided "AS IS" with no warranties, and confers no rights.
Wednesday, April 28, 2010 4:35 AMModerator -
Using WinXP Pro/SP3 here. I've received the same error prompts as fly fisher: first prompt informs me that I've experienced the error code "16977921-2147024891". Second error prompt tells me the program was unable to download troubleshooters, whereupon the installation terminates.Thursday, April 29, 2010 12:12 AM
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dom_test.js(1, 1) Microsoft JScript runtime error: Automation server can't create objectFriday, April 30, 2010 2:19 PM
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dom_test.js(1, 1) Microsoft JScript runtime error: Automation server can't create object
@Wee Todd DiddGiven that your computer meets the Microsoft Fix it Center application's OS requirement (Windows XP SP3 or above), one of the required components, namely MSXML6, should already be present on your computer system. However, the test showed that MSXML6 was not properly configured on your computer. You may want to repair your installation of Windows XP SP3 first. You may post Windows XP questions to forums listed on http://social.answers.microsoft.com/Forums/en/category/windowsxp.
Regards,
Daniel Chow
Sr. Software Development Engineer
Product Quality & Online
Microsoft Corporation
This email is provided "AS IS" with no warranties, and confers no rights.
- Edited by Daniel Chow - MSFTModerator Monday, May 3, 2010 5:53 AM commented on test result
- Marked as answer by Daniel Chow - MSFTModerator Monday, May 3, 2010 5:53 AM
Monday, May 3, 2010 5:52 AMModerator -
Uninstalled MSXML6, reinstalled MSXML6.
Now everything works.
Thanks.
Friday, May 7, 2010 8:53 PM -
Uninstalled MSXML6, reinstalled MSXML6.
Now everything works.
Thanks.
@Wee Todd DiddGlad to know that it helped.
Regards
Daniel Chow
Sr. Software Development Engineer
Product Quality and Online
This email is provided "AS IS" with no warranties, and confers no rights.Saturday, May 8, 2010 2:40 AMModerator -
I ALSO HAVE THE SAME PROBLEM!... I HAVE REINSTALLED XP SP3 AND STILL GET THE SAME ERROR MESSAGE! I HAVE ALSO REFORMATTED MY HARD DD, RELOADED THE OPERATING SYSTEM AND ALL THE UPDATES (SP1, SP2 AND SP3) AND STILL GET THE SAME ERROR MESSAGE: "Unable to download troubleshooters, check your Internet connection."
WHY are you technicians HERE????... Haven't you figured out YET what the problem MIGHT be??? OR perhaps, you haven't any CLUE??
SUGGESTION: Take Microsoft's FIX IT CENTER off your download list and RECYCLE it.
NUFF said.
Friday, October 8, 2010 12:43 AM -
Same question! Outputs from the command is: <a><b c="d">e</b></a>
Any suggestion?
Sunday, February 13, 2011 4:40 AM -
Hello Daniel Chow.
I too cannot complete downloadin Mr Fixit and get the message: "Unable to download troubleshooters, please check your Internet connection." O/S Windows XP Service Pak 3, with current updates.
RE: "7. Reply to this thread with the outputs from the command."
This is the outputs from the command on my computer: <a><b c="d">e</b></a>
Please advise. Thank you
Monday, November 7, 2011 6:50 PM -
August 24, 2013
I' have the same problem: "Unable to download trouble shooters. Check your internet connection."
I have a H-P Pavillion a1330n, 4 gigs RAM. Windows XP SP3, IE-8, Earthlink PPoE connection, Kaspersky PURE security. All updated this week. All other net connections and downloads seem to be OK.
What's wrong with Fix It?
Bob
Saturday, August 24, 2013 3:19 PM