ERROR MSG: Office Windows genuine advantage tool has encountered a problem and needs to close

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  Hello dbrohm,
  
    I recommend opening a (no cost) WGA Support Request at http://go.microsoft.com/fwlink/?linkid=52029 for assistance with this issue.
  
  Sorry I couldn't be more help,
  Darin MS

  • Marked as answer by Darin Smith MS Saturday, December 5, 2009 12:33 AM

  Saturday, December 5, 2009 12:33 AM
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  Done, thanks, I will post the outcome, if/when I get a response
  dbrohm

  Saturday, December 5, 2009 5:08 AM
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  Mr. Smith:
  
  Thanks for your suggestion.  The unsatisfactory response from MS to my support request and my reply to the response follows.
  
  Thanks Again
  dbrohm
  
  ---------------------------
  

  ----- Original Message -----

  From: Microsoft Online Customer Service

  To: dbrohm

  Sent: Saturday, December 05, 2009 6:55 AM

  Subject: RE: SRX1118963327ID - ERROR MSG: Office Windows genuine advantage tool has encountered a problem

  
  

  Hello Don,

   

  Thank you for contacting Microsoft Customer Service.

   

  I apologize for the inconvenience that you have experienced with the validation.

   

  To complete validation: http://www.microsoft.com/genuine/validate/ValidateNow.aspx?displaylang=en and select Validate Windows.

   

  Also, after the validation kindly go on your windows updates and install all necessary updates on your computer.

   

  If the above information is not helpful enough, you may also visit:

  https://support.microsoft.com/oas/default.aspx?gprid=11482&st=1 OFFICE

  https://support.microsoft.com/oas/default.aspx?gprid=9860&st=1  Windows

   

  With this you will have an Online Assisted Support via email.

   

  And you can also contact our Genuine Advantage Support through 866-530-6599 business hours 5:00 A.M. – 7:00 P.M. Pacific Time, Monday through Friday.

   

  Please contact us again if you have any other question.
  -------------------------------------------------------------------------------
  

  ----- Original Message -----

  From: dbrohm

  To: Microsoft Online Customer Service

  Sent: Saturday, December 05, 2009 9:55 AM

  Subject: Re: SRX1118963327ID - ERROR MSG: Office Windows genuine advantage tool has encountered a problem

  
  

  Kimberly: 

   

  Please read my request again as validation is not the issue. 

   

  Both windows and office validated fine on my system prior to sending the original support request.  Following is a copy of my original support request. Note that the diagnostic tool report, included below, shows that both windows xp and office 2002 validated & tested as genuine.  I called Genuine Advantage Support before sending in my request at 866-530-6599 and was told they could not help me as XP is no longer supported free and my version of office is no longer supported. 

   

  Don Brohm

  ---------------------------Original support request follows ---------------------------------------------
  XP Prof, SP3.  All windows updates installed with Ofc 2002 Professional, and Publisher 2000 installed and updated.

   

  When the PC boots I started getting a dialog box stating, "office windows genuine advantage tool has encountered a problem and needs to close"  JPG of error msg online at: www.ozarkdancefestival.com/wga_errormsg.jpg

   

  I installed the latest version of WGA, no improvement.  Below is a copy of output for MGADiag.EXE tool.  Note that Windows SP & Office are validated ok.  How can I fix this to get rid of this issue?

   

  Diagnostic Report (1.9.0011.0):
  -----------------------------------------
  WGA Data-->
  Validation Status: Genuine
  Validation Code: 0

   

  Cached Validation Code: N/A
  Windows Product Key: *****-*****-KVPKT-K6WV3-8QV33
  Windows Product Key Hash: IQSKBzMLE1Ia625QkQtcI91aoKw=
  Windows Product ID: 55274-640-1754891-23298
  Windows Product ID Type: 1
  Windows License Type: Volume
  Windows OS version: 5.1.2600.2.00010100.3.0.pro
  ID: {5608845D-DFC7-4E8A-A2E6-7DF0A1BD419D}(3)
  Is Admin: Yes
  TestCab: 0x0
  WGA Version: Registered, 1.9.40.0
  Signed By: Microsoft
  Product Name: N/A
  Architecture: N/A
  Build lab: N/A
  TTS Error: N/A
  Validation Diagnostic: 025D1FF3-230-1
  Resolution Status: N/A

   

  WgaER Data-->
  ThreatID(s): N/A
  Version: N/A

   

  WGA Notifications Data-->
  Cached Result: 0
  File Exists: Yes
  Version: 1.9.40.0
  WgaTray.exe Signed By: Microsoft
  WgaLogon.dll Signed By: Microsoft

   

  OGA Notifications Data-->
  Cached Result: N/A, hr = 0x80070002
  Version: 2.0.48.0
  OGAExec.exe Signed By: Microsoft
  OGAAddin.dll Signed By: Microsoft

   

  OGA Data-->
  Office Status: 100 Genuine
  Microsoft Office XP Professional with FrontPage - 100 Genuine
  OGA Version: Registered, 2.0.48.0
  Signed By: Microsoft
  Office Diagnostics: 77F760FE-153-80070002_7E90FEE8-175-80070002_025D1FF3-230-1_E2AD56EA-765-d003_E2AD56EA-766-0_E2AD56EA-134-80004005

   

  Browser Data-->
  Proxy settings: N/A
  User Agent: Mozilla/4.0 (compatible; MSIE 8.0; 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-->

   

  Other data-->
  Office Details: <GenuineResults><MachineData><UGUID>{5608845D-DFC7-4E8A-A2E6-7DF0A1BD419D}</UGUID><Version>1.9.0011.0</Version><OS>5.1.2600.2.00010100.3.0.pro</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-8QV33</PKey><PID>55274-640-1754891-23298</PID><PIDType>1</PIDType><SID>S-1-5-21-1957994488-1060284298-682003330</SID><SYSTEM><Manufacturer>ASUS</Manufacturer><Model>P4R800-V DELUXE</Model></SYSTEM><BIOS><Manufacturer>Phoenix Technologies, LTD</Manufacturer><Version>ASUS P4R800-V DELUXE ACPI BIOS Rev. NOTTT</Version><SMBIOSVersion major="2" minor="3"/><Date>20040407000000.000000+000</Date></BIOS><HWID>66C432AF01847C73</HWID><UserLCID>0409</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>Central Standard Time(GMT-06:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM/><GANotification><File Name="WgaTray.exe" Version="1.9.40.0"/><File Name="WgaLogon.dll" Version="1.9.40.0"/><File Name="OGAAddin.dll" Version="2.0.48.0"/></GANotification></MachineData><Software><Office><Result>100</Result><Products><Product GUID="{90280409-6000-11D3-8CFE-0050048383C9}"><LegitResult>100</LegitResult><Name>Microsoft Office XP Professional with FrontPage</Name><Ver>10</Ver><Val>63C976A4C5172C8</Val><Hash>G7X3/nRl2vsV+CT199elpxl5nCc=</Hash><Pid>54185-640-2031087-17054</Pid><PidType>14</PidType></Product></Products><Applications><App Id="15" Version="10" Result="100"/><App Id="16" Version="10" Result="100"/><App Id="17" Version="10" Result="100"/><App Id="18" Version="10" Result="100"/><App Id="1A" Version="10" Result="100"/><App Id="1B" Version="10" Result="100"/></Applications></Office></Software></GenuineResults>

   

  Licensing Data-->
  N/A

   

  HWID Data-->
  N/A

   

  OEM Activation 1.0 Data-->
  BIOS string matches: yes
  Marker string from BIOS: 1017A:GENUINE C&C INC
  Marker string from OEMBIOS.DAT: N/A, hr = 0x80004005

   

  OEM Activation 2.0 Data-->
  N/A
  

  Saturday, December 5, 2009 4:03 PM
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  Hello dbrohm,
  
  Both your Windows and Office installations are Volume Licensing installations.  Does this computer belong to a larger business, educational, or governmental entity that has a Volume Licensing Agreement with Microsoft?
  
  If so, most Volume License Agreements provide extended support beyond what is available to consumers.  I see that you ran into that issue when you were informed that Windows XP was beyond the free support period and that Office XP was no longer supported.  Contact the tech support staff in your organization.
  
  If this problem did not occur until the installation of the current version of the OGA Notifier, v 2.0.4.8, then the answer might be that the task scheduler service, required for the OGA Notifier to work, is not running and may have been set to manual startup.  This is easy to check by clicking on Start>Run, they typing services.msc and clicking OK.  Scroll down to the Task Scheduler service.  The default is automatic.

  ---

  For great advice on all topics XP, visit http://www.annoyances.org/exec/forum/winxp

  Saturday, December 5, 2009 4:42 PM
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  To all interest parties in this issue.
  
  The following suggesting from MS WGA support to an emailed support request fixed the problem.
  
  

  The issue can be caused by conflict. I suggest we delete OGALogon from the schedule task and test the issue. We can refer to the following steps.

   

  1. Click Start, click Control Panel, and then double-click Scheduled Tasks.

  2. Right click OGALogon.job and delete it.

  3. Restart the computer to test the issue.
  
  dbrohm

  • Marked as answer by Darin Smith MS Thursday, December 10, 2009 10:31 PM

  Monday, December 7, 2009 2:32 PM
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  Hello dbrohm,
  
  Thank you for letting su know the outcome of your support request.
  
  What they had you do certainly makes sense, since the problem occurred each and every logon.  We'll have to file that one away for "future reference". :-)

  ---

  For great advice on all topics XP, visit http://www.annoyances.org/exec/forum/winxp

  Tuesday, December 8, 2009 7:51 PM