Sign in
Microsoft.com
 
Microsoft
 
 
 

locked
Product key reported as lost of stolen? RRS feed

 > 

  • Question

  • Question
    Sign in to vote
    0
    Sign in to vote

     

    Hello,

    I am doing some IT consulting for a small business, and one of the computers at the office is displaying the WGA notification icon in the system tray with the message:

    "The product key found on this computer was reported as stolen or lost."

     

    Unfortunately, I'm at a loss to figure out what is wrong.  I did all of the steps listed in the announcement topic in this forum.  Here is the diagnostic output:

     

    Diagnostic Report (1.7.0066.0):
    -----------------------------------------
    WGA Data-->
    Validation Status: Blocked PID
    Validation Code: 11
    Online Validation Code: N/A
    Cached Validation Code: N/A
    Windows Product Key: *****-*****-7P47H-KTFCX-TV6P3
    Windows Product Key Hash: 8Iayoyz7fb+Hb2moHUfqBnJNDkE=
    Windows Product ID: 55274-OEM-2249396-50453
    Windows Product ID Type: 3
    Windows License Type: OEM System Builder
    Windows OS version: 5.1.2600.2.00010100.2.0.pro
    CSVLK Server: N/A
    CSVLK PID: N/A
    ID: {D20EAF55-28B4-49A3-B890-B6BAB11EBE77}(3)
    Is Admin: Yes
    TestCab: 0x0
    WGA Version: Registered, 1.7.59.1
    Signed By: Microsoft
    Product Name: N/A
    Architecture: N/A
    Build lab: N/A
    TTS Error: N/A
    Validation Diagnostic: 025D1FF3-171-1
    Resolution Status: N/A

    Notifications Data-->
    Cached Result: 11
    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: Registered, 1.6.21.0
    Signed By: Microsoft
    Office Diagnostics:

    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-->
    File Mismatch: C:\WINDOWS\system32\winlogon.exe[5.1.2600.2180]
    File Mismatch: C:\WINDOWS\system32\licdll.dll[5.1.2600.2180]
    File Mismatch: C:\WINDOWS\system32\ntdll.dll[5.1.2600.2180]
    File Mismatch: C:\WINDOWS\system32\crypt32.dll[5.131.2600.2180]
    File Mismatch: C:\WINDOWS\system32\advapi32.dll[5.1.2600.2180]
    File Mismatch: C:\WINDOWS\system32\setupapi.dll[5.1.2600.2180]
    File Mismatch: C:\WINDOWS\system32\oembios.bin[hr = 0x80070714]
    File Mismatch: C:\WINDOWS\system32\oembios.dat[hr = 0x80070714]
    File Mismatch: C:\WINDOWS\system32\oembios.sig[hr = 0x80070714]
    File Mismatch: C:\WINDOWS\system32\syssetup.dll[5.1.2600.2180]

    Other data-->
    Office Details: <GenuineResults><MachineData><UGUID>{D20EAF55-28B4-49A3-B890-B6BAB11EBE77}</UGUID><Version>1.7.0066.0</Version><OS>5.1.2600.2.00010100.2.0.pro</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-TV6P3</PKey><PID>55274-OEM-2249396-50453</PID><PIDType>3</PIDType><SID>S-1-5-21-869750193-372829268-2320958936</SID><SYSTEM><Manufacturer>INTEL_</Manufacturer><Model>D845GLVA</Model></SYSTEM><BIOS><Manufacturer>Intel Corp.</Manufacturer><Version>VA84510A.86A.0040.P14.0407062301</Version><SMBIOSVersion major="2" minor="3"/><Date>20040706000000.000000+000</Date></BIOS><HWID>62853E4F01842042</HWID><UserLCID>0409</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>Pacific Standard Time(GMT-08:00)</TimeZone><iJoin>0</iJoin><SBID><stat>2</stat><msppid></msppid><name>All-City S/N 205717</name><model>D845GLVAL</model></SBID><OEM/><BRT/></MachineData>   <Software><Office><Result>109</Result><Products/></Office></Software></GenuineResults> 

     

     

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

    Here's some additional info in case it will be helpful:

    - The product key sticker on the computer shows the following info:

    Windows XP Professional 1-2CPU

    OEM Software

    The product key is the same as the fragment in the WGA diagnostic report above.

     

    As far as I know, this computer has never left this office and my client is the original purchaser and owner.  They have never requested the free promotional update to Windows XP x64 (the computer CPU is only 32-bit anyway).  It seems very strange that the code would be marked as stolen.  Can anyone assist me in fixing this problem?

     

    Thanks very much!

     

    // Daniel

    Thursday, January 3, 2008 2:06 AM

Answers

  • Question
    Sign in to vote
    0
    Sign in to vote

    Hello Samurai,

     

    Thank you for posting your diagnostic information. Diagnostic results help our team in determining the root cause of your issue. We are sorry to hear about the problem your currently experiencing. I can see right away what the issue is and why you are not passing validation.  Unfortunately, the product key used to install Windows XP Professional is a Volume License Key (VLK) that has been blocked per the request of the legal VLK holder.  As a rule, VLK editions of either an Operating System and/or Office should not be sold to individual consumers. Businesses, schools and governments normally use VLK editions for flexibility in installing many computers. Also, Volume Licenses for Windows XP and MS Office are Upgrade licenses ONLY and cannot be used as the original or base license for a new computer.

       If you want to keep Windows XP Pro installed on the computer, then your best option is to participate in the Genuine Windows Offer and purchase a WGA Kit for $149 USD.  You will be emailed a Product Key that can be used immediately for your currently non- genuine installation of XP Pro, and then about 2-3 weeks later you will receive a genuine Microsoft Windows XP Pro full retail CD and COA, which you can use to do a clean installation (recommended).  Also please review the Validation Advisor for further guidance at:

    https://www.microsoft.com/genuine/selfhelp/ValidationHelp.aspx

     

        First, if this comes as a total surprise to you, please visit the retailer where you purchased the computer or operating system and let them know the operating system is a counterfeit copy.  Please print a copy of the diagnostic report so you may show them proof for the VLK status. Request they immediately reimburse you and/or provide a Genuine Copy.

     

    Windows Genuine Advantage (WGA) is here to help protect YOU, our valued customer. It is important for more people like you to report piracy @ http://www.microsoft.com/piracy/default.mspx  who have become victims. Microsoft legal will follow up on all leads provided.  Submitting piracy reports will assist in stopping unscrupulous business practices.  We CANNOT determine the "Quality" level of non-Genuine submissions and cannot guarantee such a thing here on the forum. You may be eligible for free software if you have high quality counterfeit discs as illustrated here:

    http://www.microsoft.com/resources/howtotell/content.aspx?displaylang=en&pg=counterfeit

     

                     Again, we are sorry to hear about your situation. Please be sure to backup or otherwise offload any data from the hard disk because a clean installation/reimaging will destroy all personal user data on the hard drive. Please don't hesitate re-posting if you need further assistance.  

     

    Thank you,

     

    Stephen Holm, MS

    Thursday, January 3, 2008 9:00 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Dan,

     

     I would really like to get a better understanding of this issue so we can better assist not only you but other users with similar problems as well.  Could you please submit a service request with Microsoft Product Support using the following link:  http://go.microsoft.com/fwlink/?LinkId=52029.  Please include the following information if possible: 

     

     - Your product key for (Office or Windows), 

    -  Business location where purchased

    -  Business Address where purchased

    -  Phone number where purchased

    -  Point of Contact @ the Business (if you had any)

    -  If purchased on the internet please provide the website

    -  What alias was the individual using online?

    -  Provide us with your email address, telephone number and/or Cell number so we can reach you and provide you with   an update.

    -  Did you purchase the computer brand new, used, @ an auction, off the internet or how?

    -  Is the computer a commercial built system or was the system custom built by a local shop?

    -  Do you have all the original software which was originally installed on the computer @ the time of purchase?

    - Last has the computer ever been turned in for repairs if so please provide detailed information as above? 

     

              Also please run the diagnostic test again for inclusion with the support incident. This will enable us to review current information after any changes you may have made. Once you have done that, please reply back to this post and provide the SR # generated by the service request.  I will work with you and provide this information you provide to my supervisor.  Please let us know if you would be willing to do this!!

     

    Thank you,

     

    Stephen Holm, MS

    Thursday, January 3, 2008 9:01 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hello Samurai,

     

    Thank you for opening a service incident. Is there any way you can provide me with a telephone number back in the service request? There are a couple questions I would like to discuss with you vs. here in the forum. 

     

     

    Thank you.

     

    Stephen Holm, MS

    Wednesday, January 9, 2008 10:23 PM

All replies

  • Question
    Sign in to vote
    0
    Sign in to vote

    Hello Samurai,

     

    Thank you for posting your diagnostic information. Diagnostic results help our team in determining the root cause of your issue. We are sorry to hear about the problem your currently experiencing. I can see right away what the issue is and why you are not passing validation.  Unfortunately, the product key used to install Windows XP Professional is a Volume License Key (VLK) that has been blocked per the request of the legal VLK holder.  As a rule, VLK editions of either an Operating System and/or Office should not be sold to individual consumers. Businesses, schools and governments normally use VLK editions for flexibility in installing many computers. Also, Volume Licenses for Windows XP and MS Office are Upgrade licenses ONLY and cannot be used as the original or base license for a new computer.

       If you want to keep Windows XP Pro installed on the computer, then your best option is to participate in the Genuine Windows Offer and purchase a WGA Kit for $149 USD.  You will be emailed a Product Key that can be used immediately for your currently non- genuine installation of XP Pro, and then about 2-3 weeks later you will receive a genuine Microsoft Windows XP Pro full retail CD and COA, which you can use to do a clean installation (recommended).  Also please review the Validation Advisor for further guidance at:

    https://www.microsoft.com/genuine/selfhelp/ValidationHelp.aspx

     

        First, if this comes as a total surprise to you, please visit the retailer where you purchased the computer or operating system and let them know the operating system is a counterfeit copy.  Please print a copy of the diagnostic report so you may show them proof for the VLK status. Request they immediately reimburse you and/or provide a Genuine Copy.

     

    Windows Genuine Advantage (WGA) is here to help protect YOU, our valued customer. It is important for more people like you to report piracy @ http://www.microsoft.com/piracy/default.mspx  who have become victims. Microsoft legal will follow up on all leads provided.  Submitting piracy reports will assist in stopping unscrupulous business practices.  We CANNOT determine the "Quality" level of non-Genuine submissions and cannot guarantee such a thing here on the forum. You may be eligible for free software if you have high quality counterfeit discs as illustrated here:

    http://www.microsoft.com/resources/howtotell/content.aspx?displaylang=en&pg=counterfeit

     

                     Again, we are sorry to hear about your situation. Please be sure to backup or otherwise offload any data from the hard disk because a clean installation/reimaging will destroy all personal user data on the hard drive. Please don't hesitate re-posting if you need further assistance.  

     

    Thank you,

     

    Stephen Holm, MS

    Thursday, January 3, 2008 9:00 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Dan,

     

     I would really like to get a better understanding of this issue so we can better assist not only you but other users with similar problems as well.  Could you please submit a service request with Microsoft Product Support using the following link:  http://go.microsoft.com/fwlink/?LinkId=52029.  Please include the following information if possible: 

     

     - Your product key for (Office or Windows), 

    -  Business location where purchased

    -  Business Address where purchased

    -  Phone number where purchased

    -  Point of Contact @ the Business (if you had any)

    -  If purchased on the internet please provide the website

    -  What alias was the individual using online?

    -  Provide us with your email address, telephone number and/or Cell number so we can reach you and provide you with   an update.

    -  Did you purchase the computer brand new, used, @ an auction, off the internet or how?

    -  Is the computer a commercial built system or was the system custom built by a local shop?

    -  Do you have all the original software which was originally installed on the computer @ the time of purchase?

    - Last has the computer ever been turned in for repairs if so please provide detailed information as above? 

     

              Also please run the diagnostic test again for inclusion with the support incident. This will enable us to review current information after any changes you may have made. Once you have done that, please reply back to this post and provide the SR # generated by the service request.  I will work with you and provide this information you provide to my supervisor.  Please let us know if you would be willing to do this!!

     

    Thank you,

     

    Stephen Holm, MS

    Thursday, January 3, 2008 9:01 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    I opened the request as you asked, and received the following confirmation number: 1054680579

     

    I tried to include all the information you requested, but it appears the message may have been truncated.  (Maybe because this computer is using an older version of IE6, and I cannot load Windows Update to get the latest version due to the WGA issue...catch 22)

     

    I will keep up to speed over email and will keep this topic updated as new info becomes available.

     

    Thanks for the assistance, Stephen.

     

    // Daniel

    Saturday, January 5, 2008 2:40 AM
  • Question
    Sign in to vote
    0
    Sign in to vote
    Stephen,

    I received the case ID SRX1054680579

    I will be checking on the machine on Monday and will post further information then.

    Thanks,
    // Daniel
    Sunday, January 6, 2008 7:59 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    I received the following response from Angelia Yan for SRX1054680579

     

    Dear Daniel,

     

    Thank you for your effort to send me the required information.

     

    I understand that the product key is [*CUT*] and it is for Windows XP Professional.

     

    I found that the Product key you attached is the same with the invalid key now installed on the computer. As I explained in my previous email, the product key on the system is not genuine. Therefore, we cannot validate Windows and get the updates from the Microsoft update site. At this point, I suggest we contact the retailer to request for a genuine product key.

     

    If the vender is not available, please note that Microsoft has provided two kinds of offers currently available for you to "Obtain Genuine Windows Software". If you want to obtain a new Product Key from Microsoft, we can consider the following options:

     

    1) Complimentary offer: Microsoft will make a complimentary copy of Windows XP available to customers that have been sold counterfeit Windows. Customers will be required to submit a proof of purchase, their counterfeit CD, and complete a counterfeit report with details of their purchase. Only high-quality counterfeit Windows will qualify for the complimentary offer.

    [...]

     

    I would like to receive this complementary copy of Windows XP, because the sticker attached to the machine and the CD are genuine so it should be easy to validate them, were I to send them in.

     

    I will also call the local computer store that originally built the computer and provided the license.  In the past, they told us that they provided the genuine OEM license to us (which I can confirm as I have the whole packet, the CD, and the sticker), but they might have more information.

     

    Please let me know what I should do.

     

    Thanks,

    // Daniel

    Wednesday, January 9, 2008 10:14 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hello Samurai,

     

    Thank you for opening a service incident. Is there any way you can provide me with a telephone number back in the service request? There are a couple questions I would like to discuss with you vs. here in the forum. 

     

     

    Thank you.

     

    Stephen Holm, MS

    Wednesday, January 9, 2008 10:23 PM
  • Question
    Sign in to vote
    0
    Sign in to vote
    Stephen,

    Apologies for the delay.

    I responded to the support request and included my telephone number.

    Thanks,
    // Daniel
    Tuesday, January 15, 2008 1:59 AM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Dan,

     

    I didnt see your telephone number included with the SR request. Have you filed a piracy report @ http://www.microsoft.com/piracy ?

     

    Stephen Holm MS

     

     

     

    Tuesday, January 15, 2008 6:09 PM