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'Windows Live OneCare has encountered a problem and must close' RRS feed

  • Question

  • Hi everyone

     

    I can't open onecare and this is the error message i get

     

    'Windows Live OneCare has encountered a problem and must close'

     

    Event Type: clr20r3

    P1: winssui.exe

    P2: 0.6400.0

    P3: 47969f28

    P4: winssui

    P5: 0.6.400.0

    P6: 47969f28

    P7: 21d

    P8: 1c

    P9: system.typeloadexception

     

    I have tried to reinstall but still dosen't work

     

    Can anyone help ?

     

     

    Monday, February 4, 2008 11:08 PM

Answers

All replies

  • It may be best to contact support per the first link, but you can also try the tools and information in the links below:

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    Firewall repair tool - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2468376&SiteID=2

     

    OneCare won't start - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2523777&SiteID=2

     

    Virus and Spyware repair tool - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2667445&SiteID=2

     

    -steve

     

    Tuesday, February 5, 2008 12:49 AM
    Moderator
  •  Stephen Boots wrote:
    It may be best to contact support per the first link, but you can also try the tools and information in the links below:

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    Firewall repair tool - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2468376&SiteID=2

     

    OneCare won't start - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2523777&SiteID=2

     

    Virus and Spyware repair tool - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2667445&SiteID=2

     

    -steve

     



    I have a similar problem as the original poster on 2 computers with a new installation. Looking thru help screens, it appears I should remove & reinstall NetFramework per the following instructions, however it appears that I have more versions than what are listed. So, do I *only* remove the version 2.0 as instructed -or- remove all versions and reinstall 2.0?  Or 3.0 since it looks like it is available?  My situation and Help info reference follows:
    ---
    When you start Windows Live OneCare from Qwest on a computer that is running Windows XP, OneCare may not respond when you try to start it. You may receive a message that states OneCare has encountered a problem and must close. This problem may occur because Microsoft .NET Framework 2.0 is incorrectly installed or not functioning on your computer.

    To fix the problem, uninstall and reinstall Microsoft .NET Framework 2.0 in Windows XP.
    Note

    Before you begin, print or write down these instructions. You will restart your computer during this procedure, so you'll need a copy of the steps to refer to. The steps may contain a link to another website, so you may want to return to this topic after you restart.

       1. Click Start, click Run, type appwiz.cpl, and then press ENTER.
       2. Under Currently installed programs, locate Microsoft .NET Framework 2.0 and Microsoft .NET Framework 2.0 Beta.
       3. If you have one or both of the Microsoft .NET Framework 2.0 items, click each item, and then click Change/Remove.
       4. Restart your computer.
       5. Install Microsoft .NET Framework 2.0.

           Show me how
             1. Visit the Microsoft .NET Framework 2.0 website.
             2. Click Download.
             3. To start the installer, click Run.
             4. To install Microsoft .NET Framework 2.0, click Run.
             5. Follow the steps that appear in the Microsoft .NET Framework 2.0 Setup Wizard.

    If OneCare continues to automatically close:
     Uninstall and then reinstall OneCare
    ===

    When I look at the installed programs, I see these NetFramework versions listed:
    1.1 hotfix
    2.0 sp1
    3.0 sp1
    So, do I remove all -or- only the 2.0 SP1 version then reinstall 2.0 version?

    Another situation I received the error: last nite I was doing the virus scan and abt 10 minutes into the scan it turned red status and popped the message.  Resulted in both AV & Spyware had been turned off and I couldn't turn them back on --- had to reboot and it came back up OK (GREEN).

    TIA,
    Bill

    Wednesday, November 12, 2008 7:13 PM
  • Hi, Bill. OneCare relies on .Net Framework 2.0 on XP, so that's the one to repair/reinstall. It will be listed as .Net Framework 2.0 SP1, in Control Panel's Add/Remove Programs.

     

    As for your last paragraph, is this on the same PC? Does that mean that you encountered the non-responsive OneCare on *both* computers or only one? And, if only one, was it on the one that encountered the problem during the scan last night?

     

    Here's some more info on how to deal with a corrupt .Net Framework:

    To repair .Net Framework 2.0 on XP:

    Open Control Panel

    Select Add or Remove Programs

    Locate Microsoft .Net Framework 2.0

    Select the entry and when the installer launches, select Repair.

    Reboot when it completes.

     

    Alternatively, see this KB article:

    http://support.microsoft.com/kb/306160

     

    To remove a corrupt .Net Framework install, use this tool:

    http://astebner.sts.winisp.net/Tools/dotnetfx_cleanup_tool.zip

     

    The download of .Net Framework 2.0 can be found here:

    http://www.microsoft.com/downloads/details.aspx?familyid=0856eacb-4362-4b0d-8edd-aab15c5e04f5&displaylang=en

     

    To repair .Net Framework 2.0 and 3.0 on Vista, see this blog entry:

    http://blogs.msdn.com/astebner/archive/2007/03/26/how-to-repair-the-net-framework-2-0-and-3-0-on-windows-vista.aspx

     

    If the above does not resolve the problem with OneCare, please contact support:

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

    (In your case, if you are a QWEST subscriber, support will be through Qwest. They will escalate to Microsoft if they cannot resolve it for you.)

    -steve

    Wednesday, November 12, 2008 7:46 PM
    Moderator
  • Hi Steve,

    Thanks for the prompt reply.

    Our service with QWest was changed on Monday from DSL to Broadband and OneCare was part of the install.  We have 3 computers 2 with XP SP2 and 1 with Win2K.  The 2 diff computers that I experinced the problem with are XP (and I've since discovered OneCare is not compatible with Win2K).

    Yesterday, I accessed the Qwest help menus chasing this problem and ended up chatting with a Qwest agent.  He told me to call OneCare tech support.  I did and they told me that I need to go to the onecare.live.com and use the help menu.  That's what I did today and landed on this forum.

    I'll follow the steps that you outlined.

    Thanks again,
    Bill
    Wednesday, November 12, 2008 8:14 PM
  • Hi, Bill.

    Glad you found the forum, but sadly the Qwest agent was absolutely wrong in sending you to OneCare support. OneCare support should not have sent you to Help or here, but back to Qwest. In any event, please let us know the outcome.

    I removed the tech support phone number as it is only valid for paid subscribers after validation.

    -steve

     

    Thursday, November 13, 2008 1:46 AM
    Moderator
  • Not very good news, I'm afraid ...

    Your comments:
    Open Control Panel
    Select Add or Remove Programs
    Locate Microsoft .Net Framework 2.0
    Select the entry and when the installer launches, select Repair.
    Reboot when it completes.

    Alternatively, see this KB article:
    http://support.microsoft.com/kb/306160

    No REPAIR, but choosing CHANGE launches an application that loads then terminates without error
    msg.

    Choosing CLICK FOR SUPPORT INFO gives the following message:
    Microsoft .NET Framework 2.0 Service Pack 1
    Use the following information to get technical support for
    Microsoft .NET Framework 2.0 Service Pack 1
    Publisher:     Microsoft Corp
    Version:     2.1.21022
    Support Info:    http://go.microsoft.com/fwlink/?LinkId=98073
    Product Updates:    http://go.microsoft.com/fwlink/?LinkId=98074

    If this program is not working properly you may reinstall it by clicking Repair.
    REPAIR -or- CLOSE

    Clicking REPAIR gives the message from Windows Installer:
    The feature you are trying to use is on a
    network resource that is unavailable.
    Click OK to try again or enter an alternate path to a
    folder containing the installation package
    "Netfx20a_x86.msi" in the box below.
    Use source:
    c:\3511fd145eeecb4b77812834efee\wcu\dotnetframework\dotnetfx20\

    clicking this link brings up Windows Installer that says:
    Preparing to install ...
    But this appears to hang. When I close it, it gives a message that I didn't catch

    Choosing REMOVE gives this msg:
    Microsoft .NET Framework 2.0 Service Pack 1 cannot
    be uninstalled because it will affect other applications
    that are installed. For more information, see
    http://go.microsoft.com/fwlink/?LinkId=91126

    By going to the above address, I get redirected to website that talks about
    Microsoft .NET Framework 3.0 Release Notes

    ===============
    GIVING UP, looking for alternatives
    ===============

    Next ........

    Following info at:

    http://support.microsoft.com/kb/306160

    I d/l .NET Framework 2.0   dotnetfx.exe
    -and- .NET Framework 2.0 SP1    NetFx20SP1_x86.exe

    then, following the info at:
    http://support.microsoft.com/kb/306160

    I clicked START->RUN and put this on the command line:
    C:\dotnetframework\dotnetfx.exe /t:c:\temp /c:"msiexec.exe /i c:\temp\netfx.msi REINSTALL=ALL ReinstallMODE=vomus"

    Then I get the message:
    Microsoft .NET Framework 2.0
    (!)To install this product please run install.exe

    Next,
    START->RUN dotnetfx.exe (.NET Framework 2.0)
    starts the install then gives the message:
    Microsoft .NET Framework 2.0 Setup
    Setup cannot continue because this version of the .NET Framework is incompatible
    with a previously installed one.  For more information, see
    http://support.microsoft.com/support/kb/articles/q312/5/00.asp

    Info is: To resolve this problem, uninstall the .NET Framework 2.0 Service Pack 1 before you install the .NET Framework 2.0.

    Choosing REMOVE of .NET Framework 2.0 Service Pack 1 gives this msg:
    Microsoft .NET Framework 2.0 Service Pack 1 cannot
    be uninstalled because it will affect other applications
    that are installed. For more information, see
    http://go.microsoft.com/fwlink/?LinkId=91126

    --**I'm Really, Really giving up here**---

    if there are no suggestions, I'll contact QWest tech support as you suggested earlier.

    Thanks again,
    Bill




    Thursday, November 13, 2008 8:08 PM
  • Before giving up and calling support, though you most certainly use that route, this link should net you the tool that uses a brute force removal method:

    To remove a corrupt .Net Framework install, use this tool:

    http://astebner.sts.winisp.net/Tools/dotnetfx_cleanup_tool.zip

     

     

    -steve

    Friday, November 14, 2008 1:26 PM
    Moderator
  • Steve, thanks ... I'll d/l and try that tool.  Yesterday, I was wondering (if I ever get to the point) after I install .NET Framework 2.0 should I next install .NET Framework 2.0 Service Pack 1, or not?  All directions so far only mention .NET Framework 2.0.  Don't know but perhaps you mean to also install .NET Framework 2.0 Service Pack 1?

    Thanks again,
    Bill
    Friday, November 14, 2008 2:29 PM
  • After removing .Net Framework 2.0 or 2.0SP1, install 2.0SP1 as that is the latest version of 2.x and is required by OneCare.

    Note that the warning about programs not working if you remove it is valid in that many programs use .Net Framework. However, once you reinstall the latest bits, all should be well again.

    -steve

     

    Friday, November 14, 2008 2:32 PM
    Moderator
  • After d/l & unzipping, the readme indicates that:

    This version of the Installation Cleanup Utility comes with the following files
       cleanup.exe
       cleanup.ini
       msizap.exe
       readme.txt
       unicows.dll

    The only files that I see that were unzipped are:
    - cleanup_tool.exe
    - history.txt
    - readme.txt

    So, it appears I'm missing a few files, unless cleanup_tool.exe is self-extracting?

    Bill
    Friday, November 14, 2008 4:48 PM
  • It sounds like the tool was updated, but the readme wasn't. I'd go ahead and execute the cleanup_tool.exe file and see what happens.

    -steve

     

    Friday, November 14, 2008 6:09 PM
    Moderator
  • Steve,

    Latest results are that cleanup_tool is not self-extracting but it is the cleanup tool itself.  After a little while running, it brings up a list box that allows you to choose which (or all) .Net Framework versions to cleanup.  Of course, I chose 2.0 and it ran for a while then it closed with an error and I saved the error log but there wasn't anything I saw in the log that indicates to me why it failed. Following are the last several lines from the log:

    [11/14/08,13:26:40] Found entry HKLM,Software\Wow6432Node\Microsoft\Active Setup\Installed Components\{5E3D39AE-806D-3E08-A303-FD7A6AC8C4F0}, performing action now
    [11/14/08,13:26:40] Deleting registry key 'Software\Wow6432Node\Microsoft\Active Setup\Installed Components\{5E3D39AE-806D-3E08-A303-FD7A6AC8C4F0}'
    [11/14/08,13:26:40] Found entry HKLM,Software\Wow6432Node\Microsoft\Active Setup\Installed Components\{C09FB3CD-3D0C-3F2D-899A-6A1D67F2073F}, performing action now
    [11/14/08,13:26:40] Deleting registry key 'Software\Wow6432Node\Microsoft\Active Setup\Installed Components\{C09FB3CD-3D0C-3F2D-899A-6A1D67F2073F}'
    [11/14/08,13:26:40] Found entry HKLM,SOFTWARE\Wow6432Node\Microsoft\Updates\.NETFramework\2.0, performing action now
    [11/14/08,13:26:40] Deleting registry key 'SOFTWARE\Wow6432Node\Microsoft\Updates\.NETFramework\2.0'
    [11/14/08,13:26:40] Found entry HKLM,SOFTWARE\Wow6432Node\Microsoft\Updates\Microsoft .NET Framework 2.0, performing action now
    [11/14/08,13:26:40] Deleting registry key 'SOFTWARE\Wow6432Node\Microsoft\Updates\Microsoft .NET Framework 2.0'
    [11/14/08,13:26:40] Section [Registry - .NET Framework 2.0] - stop parsing entries
    [11/14/08,13:26:40] ****ERROR**** Cleanup failed for product .NET Framework 2.0

    Anyway, after that completed, I rebooted and (of course OneCare didn't come up) I installed the 2.1SP that I d/l yesterday: NetFx20SP1_x86.exe

    Looks like that installed OK and I rebooted.
    After OneCare came up, I started a Virus Scan from OneCare and abt 10 mins into the scan it failed, OneCare turned Red, error msg was same as before that Svc Executable has a problem.  Closing the error msg window shows that Virus & Spyware monitoring has been turned off and a button says click here to turn it on, but of course it does nothing.  Have to reboot to get back to GREEN status.

    And that's where I'm at ... guess it's time to call/contact Qwest Tech Support, eh?

    Once more, THANKS for your help,
    Bill
    Friday, November 14, 2008 10:14 PM
  • Thanks for the update, Bill.

    Yes, I recommend support. It seems that a dependency is broken in some way. Qwest will probably need to escalate the problem - don't let them tell you to contact OneCare support yourself.

    -steve

     

    Monday, November 17, 2008 1:33 PM
    Moderator