Sign in
Microsoft.com
 
Microsoft
 
 
 

locked
Windows 7 suddenly not genuine RRS feed

 > 

  • Question

  • Question
    Sign in to vote
    0
    Sign in to vote

    We have 2 Acer Revo PCs in our company, which initially had Vista installed but have been upgraded to Windows 7 (via the DVDs that Acer sent out with MS free upgrade offer).

    As of today a message appeared saying that they don't have a genuine licence. I have both DVDs and licence stickers. Is there a way to send them back to MS for replacements if they assert that they are not genuine? I thought I may have entered the same serial twice by mistake so I entered them again but with no joy. I tried the phone activation but I didn't get passed to an operator. I just got a message saying something along the lines of 'Microsoft has blocked that key'. Nice!

    Here's the diagnostic report. Thanks for your time:

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

    Validation Code: 50
    Cached Online Validation Code: 0xc004c4a2
    Windows Product Key: *****-*****-Y46XM-PBR78-99B7Q
    Windows Product Key Hash: FaTS1McQpiA9hSejuC3+ZbSnWVA=
    Windows Product ID: 00359-OEM-8882664-54461
    Windows Product ID Type: 3
    Windows License Type: OEM System Builder
    Windows OS version: 6.1.7600.2.00010300.0.0.003
    ID: {FC34BD3F-FB5F-41E8-84CE-B7F3F5FC4DD9}(1)
    Is Admin: Yes
    TestCab: 0x0
    LegitcheckControl ActiveX: N/A, hr = 0x80070002
    Signed By: N/A, hr = 0x80070002
    Product Name: Windows 7 Home Premium
    Architecture: 0x00000000
    Build lab: 7600.win7_gdr.100226-1909
    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: 2.0.48.0
    OGAExec.exe Signed By: Microsoft
    OGAAddin.dll Signed By: Microsoft




    File Scan Data-->

    Other data-->
    Office Details: <GenuineResults><MachineData><UGUID>{FC34BD3F-FB5F-41E8-84CE-B7F3F5FC4DD9}</UGUID><Version>1.9.0027.0</Version><OS>6.1.7600.2.00010300.0.0.003</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-99B7Q</PKey><PID>00359-OEM-8882664-54461</PID><PIDType>3</PIDType><SID>S-1-5-21-2976469213-1200189449-338293684</SID><SYSTEM><Manufacturer>Acer</Manufacturer><Model>Aspire R3600</Model></SYSTEM><BIOS><Manufacturer>American Megatrends Inc.</Manufacturer><Version>R01-A2</Version><SMBIOSVersion major="2" minor="6"/><Date>20090609000000.000000+000</Date></BIOS><HWID>F3B80600018400F4</HWID><UserLCID>0809</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>Romance Standard Time(GMT+01:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM><OEMID>ACRSYS</OEMID><OEMTableID>ACRPRDCT</OEMTableID></OEM><GANotification><File Name="OGAAddin.dll" Version="2.0.48.0"/></GANotification></MachineData><Software><Office><Result>100</Result><Products><Product GUID="{91120409-6000-11D3-8CFE-0150048383C9}"><LegitResult>100</LegitResult><Name>Microsoft Office Standard Edition 2003</Name><Ver>11</Ver><Val>63E8B69332FD076</Val><Hash>RGm7FUJsmaQXlv5MIjOhSLNZxA4=</Hash><Pid>70141-059-3025803-56844</Pid><PidType>1</PidType></Product></Products><Applications><App Id="16" Version="11" Result="100"/><App Id="18" Version="11" Result="100"/><App Id="1A" Version="11" Result="100"/><App Id="1B" Version="11" Result="100"/></Applications></Office></Software></GenuineResults> 

    Spsys.log Content: 0x80070002

    Licensing Data-->
    Software licensing service version: 6.1.7600.16385

    Name: Windows(R) 7, HomePremium edition
    Description: Windows Operating System - Windows(R) 7, OEM_COA_NSLP channel
    Activation ID: 9f83d90f-a151-4665-ae69-30b3f63ec659
    Application ID: 55c92734-d682-4d71-983e-d6ec3f16059f
    Extended PID: 00359-00176-826-654461-02-2057-7600.0000-1742010
    Installation ID: 006043600134212364697350511461390296739001213770881646
    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: 99B7Q
    License Status: Notification
    Notification Reason: 0xC004F200 (non-genuine).
    Remaining Windows rearm count: 3
    Trusted time: 23/06/2010 16:54:41

    Windows Activation Technologies-->
    HrOffline: 0x00000000
    HrOnline: 0xC004C4A2
    HealthStatus: 0x0000000000000000
    Event Time Stamp: 6:23:2010 16:52
    ActiveX: Registered, Version: 7.1.7600.16395
    Admin Service: Registered, Version: 7.1.7600.16395
    HealthStatus Bitmask Output:


    HWID Data-->
    HWID Hash Current: LAAAAAAAAgABAAEAAAACAAAAAQABAAEAeqgKc/xqwrKihU6HeC5gD5J3chk=

    OEM Activation 1.0 Data-->
    N/A

    OEM Activation 2.0 Data-->
    BIOS valid for OA 2.0: yes
    Windows marker version: 0x0
    OEMID and OEMTableID Consistent: yes
    BIOS Information:
      ACPI Table Name    OEMID Value    OEMTableID Value
      APIC            ACRSYS        APIC1730
      FACP            ACRSYS        FACP1730
      HPET            ACRSYS        OEMHPET0
      MCFG            ACRSYS        OEMMCFG
      WDRT            ACRSYS        NV-WDRT
      SLIC            ACRSYS        ACRPRDCT
      OEMB            ACRSYS        OEMB1730
      NVHD            ACRSYS        NVHDCP
      AWMI            ACRSYS        OEMB1730
    Wednesday, June 23, 2010 3:19 PM

Answers

  • Question
    Sign in to vote
    1
    Sign in to vote

    Hello stoffershorty,

    You wrote, "DVDs then never showed up so I complained. A week later they turned up and I installed them on the 2 Acer PCs. All went well. Two weeks later, two more DVDs arrive, this time by registered post and they are the ones I stored away in the office unused and have now used the serial numbers from those DVDs."

    The first two DVDs were probably reported by Acer to Microsoft as lost and their product keys were cancelled.  It does take some time for cancelled keys to percolate thru the system.

    Buy Office 2007 Now, Get Office 2010 Free http://office2010.microsoft.com/en-us/tech-guarantee/microsoft-office-2010-technology-guarantee-FX101825695.aspx?CTT=97
    Wednesday, June 30, 2010 1:57 PM

All replies

  • Question
    Sign in to vote
    1
    Sign in to vote
    "stoffershorty" wrote in message news:3bb07ce5-8188-431c-be44-1be33ca57b7f...

    We have 2 Acer Revo PCs in our company, which initially had Vista installed but have been upgraded to Windows 7 (via the DVDs that Acer sent out with MS free upgrade offer).

    As of today a message appeared saying that they don't have a genuine licence. I have both DVDs and licence stickers. Is there a way to send them back to MS for replacements if they assert that they are not genuine? I thought I may have entered the same serial twice by mistake so I entered them again but with no joy. I tried the phone activation but I didn't get passed to an operator. I just got a message saying something along the lines of 'Microsoft has blocked that key'. Nice!

    Here's the diagnostic report. Thanks for your time:

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

    Validation Code: 50
    Cached Online Validation Code: 0xc004c4a2
    Windows Product Key: *****-*****-Y46XM-PBR78-99B7Q
    Windows Product Key Hash: FaTS1McQpiA9hSejuC3+ZbSnWVA=
    Windows Product ID: 00359-OEM-8882664-54461
    Windows Product ID Type: 3
    Windows License Type: OEM System Builder
    Windows OS version: 6.1.7600.2.00010300.0.0.003
    I can see no obvious reason for a 'not genuine' report there - it all looks fine to me, apart from the fact that you appear to have a Blocked Key.

    Keys can become blocked for a number of reasons - like being released on the Internet (yours isn't, AFAICT), or being reactivated in too many places on too many different machines (only you can know about that), or being stolen (which Acer may know about), amongst others.
    In the first instance, I'd try phoning the MS Activation people, and seeing if they can tell you why the key is blocked - they may simply unblock the key, or give you another one to use.  If they can't help, then go back to Acer and scream at them - it's their Key after all, and others will be having the same problem as you..
    To find the number for your local MS Activation people -
    Click on the Start Button
    In the Search box, type
     
    SLUI   4
     
    and hit the Enter Key
    pick your country, and then follow the prompts. When asked for a number for which service you require, do NOT answer - this forces an operator to pick up. Explain your problem, and see what they can do.
     
    HTH, and Good Luck
    (please come back and let us know the resolution - we're likely to see more of these!)
    --
     
    Noel Paton | Nil Carborundum Illegitemi | CrashFixPC | The Three-toed Sloth
    Thursday, June 24, 2010 7:53 AM
    Moderator
  • Question
    Sign in to vote
    0
    Sign in to vote

    I confirm the key has been blocked but my tool provides no reason as to why it was blocked.

    I recommend following the advice provided in Noel's post, above.

     

    Thank you,

    Darin MS
    Thursday, June 24, 2010 7:27 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi Noel,

    Thanks for the feedback. Acer were about as much help as a hollow tooth at an ice cream party (one of my grandad's favourite sayings!) and said that the problem was with Microsoft as they sent out the CDs.

    I couldn't even get through to the MS activation people. I followed your suggestion by not pressing a number when the automated message came on and I did get an operator in the end. However, they said I had to dial the activation number (the one I just dialed) and listen to the prompts.

    Great customer service. Anyway, we had a couple more DVDs at work (unopened/unused) so I used the serial numbers from those and the activation worked fine.

    Just my luck that I seem to have been sent a couple of 'dud' DVDs/serials due to administrative errors but at least I have the PCs running genuine Windows again.

    Monday, June 28, 2010 1:13 PM
  • Question
    Sign in to vote
    0
    Sign in to vote
    "stoffershorty" wrote in message news:02bb5f5b-f402-41c6-a96c-00b68aa3f33d...

    Hi Noel,

    Thanks for the feedback. Acer were about as much help as a hollow tooth at an ice cream party (one of my grandad's favourite sayings!) and said that the problem was with Microsoft as they sent out the CDs.

    I couldn't even get through to the MS activation people. I followed your suggestion by not pressing a number when the automated message came on and I did get an operator in the end. However, they said I had to dial the activation number (the one I just dialed) and listen to the prompts.

    Great customer service. Anyway, we had a couple more DVDs at work (unopened/unused) so I used the serial numbers from those and the activation worked fine.

    Just my luck that I seem to have been sent a couple of 'dud' DVDs/serials due to administrative errors but at least I have the PCs running genuine Windows again.


    AFAIK, it was never MS that sent out the DVD's, as they don't have a mailing list of which DVD's go with which machine (I never got to see the offer for various reasons - who did you actually send an email or whatever to, with what information?). Each DVD had to be tailored for each different build with drivers, etc - and that would definitely be the manufacturer's responsibility
     
    You've managed a workaround - which while not strictly legal (if I read what you did right), one can understand. I just hope it doesn't rebound on someone else later.
     
    Luckily I've never dealt with either Acer's support, or MS's Activation support, personally - although I was impressed a few years back when I was having a problem with Millennium, and the guy at MS had to go off-shift... he promised to phone back the next morning, so I thought the obvious, and sorted the problem myself by a reinstall..... five past nine the phone rang!
     
    Good Luck

    --
     
    Noel Paton | Nil Carborundum Illegitemi | CrashFixPC | The Three-toed Sloth
    Monday, June 28, 2010 1:38 PM
    Moderator
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi again Noel,

    I sent an email to Microsoft support explaining the situation but I am still waiting for a reply. As for Acer, I called their general Spanish support number from their website. The link to the upgrade offer is here: http://www.acer.com/windows7/esp/index.html but obviously the promotion has now finished. Acer told me they use another company to do their mailing and to be honest, when the package arrived I seem to remember it was from some Eastern European country. I was continually sent from pillar to post between the two companies, each blaming the other.

    Could I ask you, why is my workaround not legal? Those DVDs & serials haven't been used on any other machine before and they are genuine and I have only installed each one on one machine (1 serial per PC).

    Acer's support is more or less OK. You have to go through lots of hoops, fill out their on-line form and then await a response. Repair work normally takes about a month, based on my past experiences with faulty laptops of theirs but the repair work was first class and on one occasion I even got a better upgrade of a faulty DVD drive. Getting the DVDs in the first place was a nightmare as there had been a fault on their website (they later said it was due to the company they used.. Meridion Media? I forget) and they hadn't taken our credit card details. That was after months of awaiting a response. I think we ordered them in November 2009 and I finally got a solution at the end of March and they sent me a link to enter the payments details. The DVDs then never showed up so I complained. A week later they turned up and I installed them on the 2 Acer PCs. All went well. Two weeks later, two more DVDs arrive, this time by registered post and they are the ones I stored away in the office unused and have now used the serial numbers from those DVDs.

    So now you have the whole story. Thanks for trying to solve the mystery and the time you've dedicated to this (and especially the tip about getting through to a real human operator!).

    Cheers.

    Christopher.

     

    Wednesday, June 30, 2010 11:36 AM
  • Question
    Sign in to vote
    1
    Sign in to vote

    Hello stoffershorty,

    You wrote, "DVDs then never showed up so I complained. A week later they turned up and I installed them on the 2 Acer PCs. All went well. Two weeks later, two more DVDs arrive, this time by registered post and they are the ones I stored away in the office unused and have now used the serial numbers from those DVDs."

    The first two DVDs were probably reported by Acer to Microsoft as lost and their product keys were cancelled.  It does take some time for cancelled keys to percolate thru the system.

    Buy Office 2007 Now, Get Office 2010 Free http://office2010.microsoft.com/en-us/tech-guarantee/microsoft-office-2010-technology-guarantee-FX101825695.aspx?CTT=97
    Wednesday, June 30, 2010 1:57 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    The first two DVDs were probably reported by Acer to Microsoft as lost and their product keys were cancelled.  It does take some time for cancelled keys to percolate thru the system.

    This seems like the most probable answer, especially due to the runaround that Acer were giving me. I will just throw the other 2 DVDs/serials away then. Thanks for the information, both you and Noel.
    Monday, July 5, 2010 11:22 AM