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Computer won't run updates, says not genuine, but diagnostics shows it is. RRS feed

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    I was trying to run updates on my work computer (like I frequently do) and all of the sudden it said my version of windows was not Genuine. When I went through the process to authenticate it says it cannot authenticate. I ran the diagnostic, and it shows that it is genuine. Any thoughts what I can do to resolve this, here is the diagnostic inforomation:

    Diagnostic Report (1.9.0019.0):

    -----------------------------------------

    WGA Data-->

    Validation Status: Genuine

    Validation Code: 0

    Cached Validation Code: 0x0

    Windows Product Key: *****-*****-4VXMG-JP4K7-8BJPV

    Windows Product Key Hash: P3upuPVjUV9xCy2pV24xfP8A7sM=

    Windows Product ID: 00371-220-8782154-86470

    Windows Product ID Type: 5

    Windows License Type: Retail

    Windows OS version: 6.1.7601.2.00010100.1.0.048

    ID: {33552199-4D93-4ECA-9D18-22EF7049A8E0}(3)

    Is Admin: Yes

    TestCab: 0x0

    WGA Version: N/A, hr = 0x80070002

    Signed By: N/A, hr = 0x80070002

    Product Name: Windows 7 Professional

    Architecture: 0x00000009

    Build lab: 7601.win7sp1_ldr.160317-0600

    TTS Error:

    Validation Diagnostic:

    Resolution Status: N/A

    WgaER Data-->

    ThreatID(s): N/A, hr = 0x80070002

    Version: N/A, hr = 0x80070002

    WGA Notifications Data-->

    Cached Result: N/A, hr = 0x80070002

    File Exists: No

    Version: N/A, hr = 0x80070002

    WgaTray.exe Signed By: N/A, hr = 0x80070002

    WgaLogon.dll Signed By: N/A, hr = 0x80070002

    OGA Notifications Data-->

    Cached Result: N/A, hr = 0x80070002

    Version: N/A, hr = 0x80070002

    OGAExec.exe Signed By: N/A, hr = 0x80070002

    OGAAddin.dll Signed By: N/A, hr = 0x80070002

    OGA Data-->

    Office Status: 100 Genuine

    Microsoft Office Ultimate 2007 - 100 Genuine

    OGA Version: N/A, 0x80070002

    Signed By: N/A, hr = 0x80070002

    Office Diagnostics: 77F760FE-153-80070002_7E90FEE8-175-80070002_025D1FF3-364-80041010_025D1FF3-229-80041010_025D1FF3-230-1_025D1FF3-517-80040154_025D1FF3-237-80040154_025D1FF3-238-2_025D1FF3-244-80070002_025D1FF3-258-3_E2AD56EA-765-d003_E2AD56EA-766-0_E2AD56EA-134-80004005_E2AD56EA-765-b01a_E2AD56EA-766-0_E2AD56EA-148-80004005_16E0B333-89-80004005_B4D0AA8B-1029-80004005

    Browser Data-->

    Proxy settings: N/A

    User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Win32)

    Default Browser: C:\Program Files (x86)\Mozilla Firefox\firefox.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-->

    File Mismatch: C:\Windows\system32\sppobjs.dll[6.1.7601.17514]

    File Mismatch: C:\Windows\system32\sppc.dll[6.1.7601.17514]

    File Mismatch: C:\Windows\system32\sppwinob.dll[6.1.7601.17514]

    File Mismatch: C:\Windows\system32\slui.exe[6.1.7601.17514]

    File Mismatch: C:\Windows\system32\sppcomapi.dll[6.1.7601.17514]

    File Mismatch: C:\Windows\system32\sppsvc.exe[6.1.7601.17514]

    File Mismatch: C:\Windows\system32\systemcpl.dll[6.1.7601.17514]

    File Mismatch: C:\Windows\system32\en-us\user32.dll.mui[6.1.7601.17514]

    Other data-->

    Office Details: <GenuineResults><MachineData><UGUID>{33552199-4D93-4ECA-9D18-22EF7049A8E0}</UGUID><Version>1.9.0019.0</Version><OS>6.1.7601.2.00010100.1.0.048</OS><Architecture>x64</Architecture><PKey>*****-*****-*****-*****-8BJPV</PKey><PID>00371-220-8782154-86470</PID><PIDType>5</PIDType><SID>S-1-5-21-4280864296-182682485-1269426346</SID><SYSTEM><Manufacturer>Dell Inc.</Manufacturer><Model>Latitude E6500                  </Model></SYSTEM><BIOS><Manufacturer>Dell Inc.</Manufacturer><Version>A27</Version><SMBIOSVersion major="2" minor="4"/><Date>20111206000000.000000+000</Date></BIOS><HWID>810B3607018400F8</HWID><UserLCID>0409</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>US Eastern Standard Time(GMT-05:00)</TimeZone><iJoin>1</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM><OEMID>DELL  </OEMID><OEMTableID>M09    </OEMTableID></OEM><GANotification/></MachineData><Software><Office><Result>100</Result><Products><Product GUID="{91120000-002E-0000-0000-0000000FF1CE}"><LegitResult>100</LegitResult><Name>Microsoft Office Ultimate 2007</Name><Ver>12</Ver><Val>709847718F1EBC</Val><Hash>NENJ0n5ExWhSUC375epi3vYeD5s=</Hash><Pid>81608-862-4423521-65138</Pid><PidType>8</PidType></Product></Products><Applications><App Id="15" Version="12" Result="100"/><App Id="16" Version="12" Result="100"/><App Id="18" Version="12" Result="100"/><App Id="19" Version="12" Result="100"/><App Id="1A" Version="12" Result="100"/><App Id="1B" Version="12" Result="100"/><App Id="44" Version="12" Result="100"/><App Id="A1" Version="12" Result="100"/><App Id="BA" Version="12" Result="100"/></Applications></Office></Software></GenuineResults> 

    Spsys.log Content: 0x80070002

    Licensing Data-->

    Software licensing service version: 6.1.7601.17514

    Name: Windows(R) 7, Professional edition

    Description: Windows Operating System - Windows(R) 7, RETAIL channel

    Activation ID: 770bc271-8dc1-467d-b574-73cbacbeccd1

    Application ID: 55c92734-d682-4d71-983e-d6ec3f16059f

    Extended PID: 00371-00172-220-878215-00-1033-7600.0000-3562011

    Installation ID: 020373111063445591761604459590215254379016138964955131

    Processor Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88338

    Machine Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88339

    Use License URL: http://go.microsoft.com/fwlink/?LinkID=88341

    Product Key Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88340

    Partial Product Key: 8BJPV

    License Status: Licensed

    Remaining Windows rearm count: 4

    Trusted time: 5/24/2016 9:14:52 AM

    Windows Activation Technologies-->

    HrOffline: 0x8004FE21

    HrOnline: 0x00000000

    HealthStatus: 0x000000000000A8B0

    Event Time Stamp: 5:24:2016 09:13

    WAT Activex: Registered

    WAT Admin Service: Registered

    HWID Data-->

    HWID Hash Current: MgAAAAEAAQABAAIAAQABAAAAAwABAAEA6GHKQks5FGGUaMqQfjb+lmDbXvRGC8AKRso=

    OEM Activation 1.0 Data-->

    N/A

    OEM Activation 2.0 Data-->

    BIOS valid for OA 2.0: yes

    Windows marker version: 0x20001

    OEMID and OEMTableID Consistent: yes

    BIOS Information:

      ACPI Table Name             OEMID Value      OEMTableID Value

      APIC                                    DELL                     M09   

      FACP                                   DELL                     M09   

      HPET                                   DELL                     M09   

      MCFG                                  DELL                     M09   

      ____                                     DELL                     M09   

      ASF!                                     DELL                     M09   

      TCPA                                                                  

      SLIC                                    DELL                     M09   

      SSDT                                    PmRef                   CpuPm

    Thank you in advance for any help.

    Tuesday, May 24, 2016 1:27 PM

Answers

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    Good - that gives us a little more information, at least.

    SFC -System File Checker - Instructions

    Click on Start > All Programs > Accessories

    Right-click on the Command Prompt entry

    Select Run as Administrator and accept the UAC prompt - the Elevated Command Prompt window should pop up.

    At the Command prompt, type

    SFC /SCANNOW

    and hit the Enter key

    Wait for the scan to finish - make a note of any error messages - and then reboot.

    Upload the CBS.log file (compressed, please!) to your OneDrive or DropBox Public folder, and post a link - also post a new MGADiag report.

    Noel Paton | Nil Carborundum Illegitemi
    CrashFixPC | The Three-toed Sloth
    No - I do not work for Microsoft, or any of its contractors.

    Friday, May 27, 2016 7:01 AM
    Moderator

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    The installed Product Key is an MSDN one - If you are not an MSDN (or similar) subscriber, then the installation is non-genuine.

    The error here arises from the itemised File Scan errors  - it's very rare to see the  

    HealthStatus: 0x000000000000A8B0

    error - and I can't find any definite resolution.

    It may help to use the latest version of MGADiag (designed specifically for Windows 7) - download it from

    http://go.microsoft.com/fwlink/?linkid=52012 - save it (delete the older version to avoid confusion!) and run the new report and post that.

    Noel Paton | Nil Carborundum Illegitemi
    CrashFixPC | The Three-toed Sloth
    No - I do not work for Microsoft, or any of its contractors.

    Thursday, May 26, 2016 10:57 AM
    Moderator
  • Question
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    It is an MSDN install. It is an office computer and we have an MSDN license. not sure if something with that could be causing issue; but i did confirm we are still up-to-date on that (we are a small software development company).

    I'll download that tool and see if that gives me any more information, I'll post the results.

    Thank you.

    Thursday, May 26, 2016 8:49 PM
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    Here is the results from that scan:

    Diagnostic Report (1.9.0027.0):
    -----------------------------------------
    Windows Validation Data-->

    Validation Code: 0x8004FE21
    Cached Online Validation Code: 0x0
    Windows Product Key: *****-*****-4VXMG-JP4K7-8BJPV
    Windows Product Key Hash: P3upuPVjUV9xCy2pV24xfP8A7sM=
    Windows Product ID: 00371-220-8782154-86470
    Windows Product ID Type: 5
    Windows License Type: Retail
    Windows OS version: 6.1.7601.2.00010100.1.0.048
    ID: {33552199-4D93-4ECA-9D18-22EF7049A8E0}(3)
    Is Admin: Yes
    TestCab: 0x0
    LegitcheckControl ActiveX: N/A, hr = 0x80070002
    Signed By: N/A, hr = 0x80070002
    Product Name: Windows 7 Professional
    Architecture: 0x00000009
    Build lab: 7601.win7sp1_ldr.160317-0600
    TTS Error: 
    Validation Diagnostic: 
    Resolution Status: N/A

    Vista WgaER Data-->
    ThreatID(s): N/A, hr = 0x80070002
    Version: N/A, hr = 0x80070002

    Windows XP Notifications Data-->
    Cached Result: N/A, hr = 0x80070002
    File Exists: No
    Version: N/A, hr = 0x80070002
    WgaTray.exe Signed By: N/A, hr = 0x80070002
    WgaLogon.dll Signed By: N/A, hr = 0x80070002

    OGA Notifications Data-->
    Cached Result: N/A, hr = 0x80070002
    Version: N/A, hr = 0x80070002
    OGAExec.exe Signed By: N/A, hr = 0x80070002
    OGAAddin.dll Signed By: N/A, hr = 0x80070002

    OGA Data-->
    Office Status: 100 Genuine
    Microsoft Office Ultimate 2007 - 100 Genuine
    OGA Version: N/A, 0x80070002
    Signed By: N/A, hr = 0x80070002
    Office Diagnostics: 77F760FE-153-80070002_7E90FEE8-175-80070002_025D1FF3-364-80041010_025D1FF3-229-80041010_025D1FF3-230-1_025D1FF3-517-80040154_025D1FF3-237-80040154_025D1FF3-238-2_025D1FF3-244-80070002_025D1FF3-258-3_E2AD56EA-765-d003_E2AD56EA-766-0_E2AD56EA-134-80004005_E2AD56EA-765-b01a_E2AD56EA-766-0_E2AD56EA-148-80004005_16E0B333-89-80004005_B4D0AA8B-1029-80004005

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Win32)
    Default Browser: C:\Program Files (x86)\Mozilla Firefox\firefox.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-->
    File Mismatch: C:\Windows\system32\sppobjs.dll[6.1.7601.17514], Hr = 0x80092003
    File Mismatch: C:\Windows\system32\sppc.dll[6.1.7601.17514], Hr = 0x800b0100
    File Mismatch: C:\Windows\system32\sppwinob.dll[6.1.7601.17514], Hr = 0x80092003
    File Mismatch: C:\Windows\system32\slui.exe[6.1.7601.17514], Hr = 0x80092003
    File Mismatch: C:\Windows\system32\sppcomapi.dll[6.1.7601.17514], Hr = 0x800b0100
    File Mismatch: C:\Windows\system32\sppsvc.exe[6.1.7601.17514], Hr = 0x80092003
    File Mismatch: C:\Windows\system32\systemcpl.dll[6.1.7601.17514], Hr = 0x800b0100
    File Mismatch: C:\Windows\system32\en-US\user32.dll.mui[6.1.7601.17514], Hr = 0x800b0100

    Other data-->
    Office Details: <GenuineResults><MachineData><UGUID>{33552199-4D93-4ECA-9D18-22EF7049A8E0}</UGUID><Version>1.9.0027.0</Version><OS>6.1.7601.2.00010100.1.0.048</OS><Architecture>x64</Architecture><PKey>*****-*****-*****-*****-8BJPV</PKey><PID>00371-220-8782154-86470</PID><PIDType>5</PIDType><SID>S-1-5-21-4280864296-182682485-1269426346</SID><SYSTEM><Manufacturer>Dell Inc.</Manufacturer><Model>Latitude E6500                  </Model></SYSTEM><BIOS><Manufacturer>Dell Inc.</Manufacturer><Version>A27</Version><SMBIOSVersion major="2" minor="4"/><Date>20111206000000.000000+000</Date></BIOS><HWID>81273407018400F8</HWID><UserLCID>0409</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>US Eastern Standard Time(GMT-05:00)</TimeZone><iJoin>1</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM><OEMID>DELL  </OEMID><OEMTableID>M09    </OEMTableID></OEM><GANotification/></MachineData><Software><Office><Result>100</Result><Products><Product GUID="{91120000-002E-0000-0000-0000000FF1CE}"><LegitResult>100</LegitResult><Name>Microsoft Office Ultimate 2007</Name><Ver>12</Ver><Val>709847718F1EBC</Val><Hash>NENJ0n5ExWhSUC375epi3vYeD5s=</Hash><Pid>81608-862-4423521-65138</Pid><PidType>8</PidType></Product></Products><Applications><App Id="15" Version="12" Result="100"/><App Id="16" Version="12" Result="100"/><App Id="18" Version="12" Result="100"/><App Id="19" Version="12" Result="100"/><App Id="1A" Version="12" Result="100"/><App Id="1B" Version="12" Result="100"/><App Id="44" Version="12" Result="100"/><App Id="A1" Version="12" Result="100"/><App Id="BA" Version="12" Result="100"/></Applications></Office></Software></GenuineResults>  

    Spsys.log Content: 0x80070002

    Licensing Data-->
    Software licensing service version: 6.1.7601.17514

    Name: Windows(R) 7, Professional edition
    Description: Windows Operating System - Windows(R) 7, RETAIL channel
    Activation ID: 770bc271-8dc1-467d-b574-73cbacbeccd1
    Application ID: 55c92734-d682-4d71-983e-d6ec3f16059f
    Extended PID: 00371-00172-220-878215-00-1033-7600.0000-3562011
    Installation ID: 020373111063445591761604459590215254379016138964955131
    Processor Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88338
    Machine Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88339
    Use License URL: http://go.microsoft.com/fwlink/?LinkID=88341
    Product Key Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88340
    Partial Product Key: 8BJPV
    License Status: Licensed
    Remaining Windows rearm count: 4
    Trusted time: 5/26/2016 4:56:08 PM

    Windows Activation Technologies-->
    HrOffline: 0x8004FE21
    HrOnline: N/A
    HealthStatus: 0x000000000000A8B0
    Event Time Stamp: 5:24:2016 09:54
    ActiveX: Registered, Version: 7.1.7600.16395
    Admin Service: Registered, Version: 7.1.7600.16395
    HealthStatus Bitmask Output:
    Tampered File: %systemroot%\system32\sppobjs.dll
    Tampered File: %systemroot%\system32\sppc.dll|sppc.dll.mui
    Tampered File: %systemroot%\system32\sppwinob.dll
    Tampered File: %systemroot%\system32\slui.exe|slui.exe.mui|COM Registration
    Tampered File: %systemroot%\system32\sppcomapi.dll|sppcomapi.dll.mui
    Tampered File: %systemroot%\system32\sppsvc.exe|sppsvc.exe.mui


    HWID Data-->
    HWID Hash Current: MgAAAAEAAQABAAIAAQABAAAAAwABAAEA6GHKQks5FGGUaMqQfjb+lmDbXvRGC8AKRso=

    OEM Activation 1.0 Data-->
    N/A

    OEM Activation 2.0 Data-->
    BIOS valid for OA 2.0: yes
    Windows marker version: 0x20001
    OEMID and OEMTableID Consistent: yes
    BIOS Information: 
      ACPI Table Name OEMID Value OEMTableID Value
      APIC DELL   M09    
      FACP DELL   M09    
      HPET DELL   M09    
      MCFG DELL   M09    
      ____ DELL   M09    
      ASF! DELL   M09    
      TCPA
      SLIC DELL   M09    
      SSDT PmRef CpuPm


    Thursday, May 26, 2016 8:56 PM
  • Question
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    Good - that gives us a little more information, at least.

    SFC -System File Checker - Instructions

    Click on Start > All Programs > Accessories

    Right-click on the Command Prompt entry

    Select Run as Administrator and accept the UAC prompt - the Elevated Command Prompt window should pop up.

    At the Command prompt, type

    SFC /SCANNOW

    and hit the Enter key

    Wait for the scan to finish - make a note of any error messages - and then reboot.

    Upload the CBS.log file (compressed, please!) to your OneDrive or DropBox Public folder, and post a link - also post a new MGADiag report.

    Noel Paton | Nil Carborundum Illegitemi
    CrashFixPC | The Three-toed Sloth
    No - I do not work for Microsoft, or any of its contractors.

    Friday, May 27, 2016 7:01 AM
    Moderator