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Word 'not responding' ever since installing KB949810 RRS feed

  • Question

  • Since installing KB949810 Word does not respond. I can't do anything in it.  Is there any way I could remove KB949810 so I can use my Word program?
    Friday, October 2, 2009 6:29 PM

Answers

  • Hi BrynnA,

    I don't see anything out of the ordinary in your Diagnostic Report and the repair that Dan suggested didn't fix the issue. 

    At this point I can provide you two options:

    A) Create a (no cost) WGA support request at http://go.microsoft.com/fwlink/?linkid=52029 for further support. My feeling is that we will have to get you over to the Office Support group. The OGA Notifier is designed to be a Observe and Notify (the user) kind of program and while it does have contact with installed Office Products, it's limited to including a some text and a link in the menu area (but only if the Office is found to be Non-Genuine). There is no functionality that should allow the Notifier to stop any program from launching.  So either the act of installing the Notifier had a very unusual negitive effect on Word (first time I've see that happen) or something else caused the issue, but the update installed around the same time so it looked like it was the cause.

    B) Uninstall Word and reinstall it.  This is the easier/faster possible fix. 
    Note: Your existing Word docs would be unaffected since they are (by default) saved to your profile's Documents folder.

    Very sorry I couldn't be more help.
    Darin MS
    Monday, October 5, 2009 6:50 PM

All replies

  • I'm in Vista and use Office Word 2007
    Friday, October 2, 2009 6:29 PM
  • Hello BrynnA,

      First, please reboot your Vista. The Office Genuine Advantage Notifier runs once every week or so, so once you reboot the Notifier would not be active (unless one of the Office Products installed was found to be Non-Genuine during the previous session) 

      To answer your question, no, the Office Genuine Advantage Notifier can not be uninstalled please see http://support.microsoft.com/kb/949810 for further details.

      If after you reboot, you are still experiencing problems, please post a Diagnostic Report.  To generate aDiagnostic Report, download and run the Genuine Diagnostics tool (MGADiag.exe) at this link http://go.microsoft.com/fwlink/?linkid=52012. Click "Continue", click the "Copy" button then “Paste” the report into a reply message in this thread.

    Thank you,
    Darin MS
    • Proposed as answer by Darin Smith MS Friday, October 2, 2009 8:08 PM
    Friday, October 2, 2009 8:06 PM
  • Hi Darin

    Thanks for the advice. I've rebooted many times previously, so I ran the diagnostic tool.

    Thanks

    Brynn

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

    Cached Validation Code: 0x0
    Windows Product Key: *****-*****-GD2PK-BD3R2-44MV3
    Windows Product Key Hash: f7FPE6g/CLFmnJ4E6GbEU9Xn1sA=
    Windows Product ID: 89572-OEM-7332166-00021
    Windows Product ID Type: 2
    Windows License Type: OEM SLP
    Windows OS version: 6.0.6002.2.00010300.2.0.002
    ID: {1D4214D8-7404-4201-AC9D-B3C2572095F2}(1)
    Is Admin: Yes
    TestCab: 0x0
    WGA Version: N/A, hr = 0x80070002
    Signed By: N/A, hr = 0x80070002
    Product Name: Windows Vista (TM) Home Basic
    Architecture: 0x00000000
    Build lab: 6002.lh_sp2rtm.090410-1830
    TTS Error:
    Validation Diagnostic:
    Resolution Status: N/A

    WgaER Data-->
    ThreatID(s): N/A, hr = 0x80070002
    Version: 6.0.6002.16398

    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: 100
    Version: 2.0.48.0
    OGAExec.exe Signed By: Microsoft
    OGAAddin.dll Signed By: Microsoft

    OGA Data-->
    Office Status: 100 Genuine
    Microsoft Office Home and Student 2007 - 100 Genuine
    OGA Version: Registered, 2.0.48.0
    Signed By: Microsoft
    Office Diagnostics: 025D1FF3-364-80041010_025D1FF3-229-80041010_025D1FF3-230-1_025D1FF3-517-80040154_025D1FF3-237-80040154_025D1FF3-238-2_025D1FF3-244-80070002_025D1FF3-258-3

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 7.0; Win32)
    Default Browser: C:\Program Files\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-->

    Other data-->
    Office Details: <GenuineResults><MachineData><UGUID>{1D4214D8-7404-4201-AC9D-B3C2572095F2}</UGUID><Version>1.9.0011.0</Version><OS>6.0.6002.2.00010300.2.0.002</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-44MV3</PKey><PID>89572-OEM-7332166-00021</PID><PIDType>2</PIDType><SID>S-1-5-21-3848391829-1607168327-1363445843</SID><SYSTEM><Manufacturer>Hewlett-Packard</Manufacturer><Model>Presario V3000 (GG174PA#ABG)</Model></SYSTEM><BIOS><Manufacturer>Hewlett-Packard</Manufacturer><Version>F.39</Version><SMBIOSVersion major="2" minor="4"/><Date>20070827000000.000000+000</Date></BIOS><HWID>22313507018400EE</HWID><UserLCID>1409</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>New Zealand Standard Time(GMT+12:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM><OEMID>HPQOEM</OEMID><OEMTableID>SLIC-MPC</OEMTableID></OEM><GANotification><File Name="OGAAddin.dll" Version="2.0.48.0"/></GANotification></MachineData><Software><Office><Result>100</Result><Products><Product GUID="{91120000-002F-0000-0000-0000000FF1CE}"><LegitResult>100</LegitResult><Name>Microsoft Office Home and Student 2007</Name><Ver>12</Ver><Val>C1B7F3335EA5722</Val><Hash>uGj/bxFHRBlqMDfvS9SRbuHKR4I=</Hash><Pid>81602-913-2444223-68202</Pid><PidType>1</PidType></Product></Products><Applications><App Id="16" Version="12" Result="100"/><App Id="18" Version="12" Result="100"/><App Id="1B" Version="12" Result="100"/><App Id="A1" Version="12" Result="100"/></Applications></Office></Software></GenuineResults> 

    Spsys.log Content: 0x80070002

    Licensing Data-->
    Software licensing service version: 6.0.6002.18005
    Name: Windows(TM) Vista, HomeBasic edition
    Description: Windows Operating System - Vista, OEM_SLP channel
    Activation ID: 199086aa-6cb8-4e5b-b698-f2be56f1e8ee
    Application ID: 55c92734-d682-4d71-983e-d6ec3f16059f
    Extended PID: 89572-00146-321-600021-02-5129-6000.0000-2342008
    Installation ID: 232966469293569870940693263853644672346404306072566991
    Processor Certificate URL: http://go.microsoft.com/fwlink/?LinkID=43473
    Machine Certificate URL: http://go.microsoft.com/fwlink/?LinkID=43474
    Use License URL: http://go.microsoft.com/fwlink/?LinkID=43476
    Product Key Certificate URL: http://go.microsoft.com/fwlink/?LinkID=43475
    Partial Product Key: 44MV3
    License Status: Licensed

    HWID Data-->
    HWID Hash Current: PgAAAAEABwABAAIAAQABAAAAAwABAAEAnJ+ORI7+sP70BlK4/CcyEEjk4hUyo44GnOjy9FCtpJxo/axW9Eg=

    OEM Activation 1.0 Data-->
    N/A

    OEM Activation 2.0 Data-->
    BIOS valid for OA 2.0: yes
    Windows marker version: 0x20000
    OEMID and OEMTableID Consistent: yes
    BIOS Information:
      ACPI Table Name    OEMID Value    OEMTableID Value
      APIC            HPQOEM        SLIC-MPC
      FACP            INTEL         CALISTGA
      HPET            HPQOEM        SLIC-MPC
      BOOT            HPQOEM        SLIC-MPC
      MCFG            HPQOEM        SLIC-MPC
      SLIC            HPQOEM        SLIC-MPC
      APIC            HPQOEM        SLIC-MPC
      SSDT            HPQOEM        SLIC-MPC
      SSDT            HPQOEM        SLIC-MPC
      SSDT            HPQOEM        SLIC-MPC
      SSDT            HPQOEM        SLIC-MPC



    Friday, October 2, 2009 11:20 PM
  • Hello BrynnA,

    Please have a look at this Office Help article:  http://office.microsoft.com/en-us/help/HA012340761033.aspx
    For great advice on all topics XP, visit http://www.annoyances.org/exec/forum/winxp
    Saturday, October 3, 2009 1:26 AM
  • Thanks Dan

    I ran office diagnostics, it did repair one thing, but has not had an effect on my Word issue.
    Saturday, October 3, 2009 5:10 AM
  • Hi BrynnA,

    I don't see anything out of the ordinary in your Diagnostic Report and the repair that Dan suggested didn't fix the issue. 

    At this point I can provide you two options:

    A) Create a (no cost) WGA support request at http://go.microsoft.com/fwlink/?linkid=52029 for further support. My feeling is that we will have to get you over to the Office Support group. The OGA Notifier is designed to be a Observe and Notify (the user) kind of program and while it does have contact with installed Office Products, it's limited to including a some text and a link in the menu area (but only if the Office is found to be Non-Genuine). There is no functionality that should allow the Notifier to stop any program from launching.  So either the act of installing the Notifier had a very unusual negitive effect on Word (first time I've see that happen) or something else caused the issue, but the update installed around the same time so it looked like it was the cause.

    B) Uninstall Word and reinstall it.  This is the easier/faster possible fix. 
    Note: Your existing Word docs would be unaffected since they are (by default) saved to your profile's Documents folder.

    Very sorry I couldn't be more help.
    Darin MS
    Monday, October 5, 2009 6:50 PM