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What to do after phone activation fails? RRS feed

  • Question

  • I'm trying to reinstall Office Enterprise 2007 which I bought through a work program on my new laptop (I don't own the old one, although I wiped the hard drive).  The product key was given to me through an email.  The activation wizard comes up, I try to activate it using the internet.  I get a message that the Product Key is invalid.  Re-installed three times checking the product key that was given me.  Next I called up the telephone number listed on the telephone activation (which was wrong, I had to find the number on support.microsoft.com, 18886522342), I go through the automated voice commands to verify.  After entering the number given to me on the screen, it says it can't authenticate and says, "Goodbye"  

    Where do I go from here?  Internet verification doesn't work and telephone verification doesn't work.  I have the backup disk for the product that has the certificate of authenticity hologram and everything.  I paid for the software, want t use it, but it won't verify.  What do I do?  Who can I contact?

     

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    Diagnostic Report (1.9.0027.0):

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

    Windows Validation Data-->

     

    Validation Code: 0

    Cached Online Validation Code: N/A, hr = 0xc004f012

    Windows Product Key: *****-*****-JKHXW-D9W83-FJQKD

    Windows Product Key Hash: AYaBykmfTHUVW5whGaYMeVJn0/U=

    Windows Product ID: 00359-OEM-8992687-00249

    Windows Product ID Type: 2

    Windows License Type: OEM SLP

    Windows OS version: 6.1.7600.2.00010300.0.0.003

    ID: {771D6BE0-8D19-44F9-9972-5423F62F070A}(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: 0x00000009

    Build lab: 7600.win7_rtm.090713-1255

    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: N/A, hr = 0x80070002

    OGAExec.exe Signed By: N/A, hr = 0x80070002

    OGAAddin.dll Signed By: N/A, hr = 0x80070002

     

    OGA Data-->

    Office Status: 101 Not Activated

    Microsoft Office Enterprise 2007 - 101 Not Activated

    OGA Version: N/A, 0x80070002

    Signed By: N/A, hr = 0x80070002

    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 8.0; Win32)

    Default Browser: C:\Users\Mendenhall\AppData\Local\Google\Chrome\Application\chrome.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\wat\watadminsvc.exe[Hr = 0x80070003]

    File Mismatch: C:\windows\system32\wat\npwatweb.dll[Hr = 0x80070003]

    File Mismatch: C:\windows\system32\wat\watux.exe[Hr = 0x80070003]

    File Mismatch: C:\windows\system32\wat\watweb.dll[Hr = 0x80070003]

     

    Other data-->

    Office Details: <GenuineResults><MachineData><UGUID>{771D6BE0-8D19-44F9-9972-5423F62F070A}</UGUID><Version>1.9.0027.0</Version><OS>6.1.7600.2.00010300.0.0.003</OS><Architecture>x64</Architecture><PKey>*****-*****-*****-*****-FJQKD</PKey><PID>00359-OEM-8992687-00249</PID><PIDType>2</PIDType><SID>S-1-5-21-1907133312-4042183688-273561828</SID><SYSTEM><Manufacturer>LENOVO</Manufacturer><Model>2958                </Model></SYSTEM><BIOS><Manufacturer>LENOVO</Manufacturer><Version>18CN42WW(V2.51)         </Version><SMBIOSVersion major="2" minor="5"/><Date>20100118000000.000000+000</Date></BIOS><HWID>14BA3607018400F8</HWID><UserLCID>0409</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>Eastern Standard Time(GMT-05:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM><OEMID>LENOVO</OEMID><OEMTableID>CB-01   </OEMTableID></OEM><GANotification/></MachineData><Software><Office><Result>101</Result><Products><Product GUID="{91120000-0030-0000-0000-0000000FF1CE}"><LegitResult>101</LegitResult><Name>Microsoft Office Enterprise 2007</Name><Ver>12</Ver><Val>16FD68DFE910ED4</Val><Hash>GAqdwLcCBmsjVrQ/IL9xH8mHhkM=</Hash><Pid>81599-874-7993034-65152</Pid><PidType>1</PidType></Product></Products><Applications><App Id="15" Version="12" Result="101"/><App Id="16" Version="12" Result="101"/><App Id="18" Version="12" Result="101"/><App Id="19" Version="12" Result="101"/><App Id="1A" Version="12" Result="101"/><App Id="1B" Version="12" Result="101"/><App Id="44" Version="12" Result="101"/><App Id="A1" Version="12" Result="101"/><App Id="BA" Version="12" Result="101"/></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_SLP channel

    Activation ID: d2c04e90-c3dd-4260-b0f3-f845f5d27d64

    Application ID: 55c92734-d682-4d71-983e-d6ec3f16059f

    Extended PID: 00359-00178-926-800249-02-1033-7600.0000-1192010

    Installation ID: 017575930793577100049222205113402455032366853022893114

    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: FJQKD

    License Status: Licensed

    Remaining Windows rearm count: 1

    Trusted time: 8/12/2010 7:51:43 PM

     

    Windows Activation Technologies-->

    HrOffline: 0x00000000

    HrOnline: N/A

    HealthStatus: 0x0000000000000000

    Event Time Stamp: N/A

    ActiveX: Not Registered - 0x80040154

    Admin Service: Not Registered - 0x80040154

    HealthStatus Bitmask Output:

     

     

    HWID Data-->

    HWID Hash Current: LgAAAAEAAQABAAIAAAABAAAAAgABAAEA6GFwtTaG5qGGIYgq3CcO0WCZQD1Gyg==

     

    OEM Activation 1.0 Data-->

    N/A

     

    OEM Activation 2.0 Data-->

    BIOS valid for OA 2.0: yes

    Windows marker version: 0x20001

    OEMID and OEMTableID Consistent: yes

    BIOS Information: 

      ACPI Table Name OEMID Value OEMTableID Value

      APIC PTLTD APIC  

      FACP LENOVO CB-01   

      DBGP LENOVO CB-01   

      HPET LENOVO CB-01   

      BOOT PTLTD $SBFTBL$

      MCFG LENOVO CB-01   

      SLIC LENOVO CB-01   

      SSDT PmRef CpuPm

      SSDT PmRef CpuPm

      SSDT PmRef CpuPm

     

     

    Thursday, August 12, 2010 11:44 PM

Answers

  • Hello Tony Mendenhall,

    Please contact the Microsoft Home Use Program Customer Service Dept:  https://www.microsofthup.com/hupus/contactus.aspx


    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
    Friday, August 13, 2010 3:03 AM

All replies

  • I see some file mismatches in the Operating system part of the diag post above.  I don't know if that could make the activation fail but I suspect it can as the first program (WatAdminSvc.exe) is a 32-bit executable for a graphics UI style application and it is part of the Windows Activation Service.
    File Mismatch: C:\windows\system32\wat\watadminsvc.exe[Hr = 0x80070003]

    File Mismatch: C:\windows\system32\wat\npwatweb.dll[Hr = 0x80070003]

    File Mismatch: C:\windows\system32\wat\watux.exe[Hr = 0x80070003]

    File Mismatch: C:\windows\system32\wat\watweb.dll[Hr = 0x80070003]

    Hopefully Darin or another more knowledgeable person will come back with information on how to clean up these file mismatches.

    Friday, August 13, 2010 2:36 AM
  • Hello Tony Mendenhall,

    Please contact the Microsoft Home Use Program Customer Service Dept:  https://www.microsofthup.com/hupus/contactus.aspx


    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
    Friday, August 13, 2010 3:03 AM
  • Hello LVTravel,

    The "file mismatch" entries you mentioned in your response are typically seen in mgadiag reports run on Windows 7 installations where then Windows Activation Technologies Update (http://support.microsoft.com/kb/971033)has not yet been installed.

    Once the WAT Update is installed, these are no longer reported by the mgadiag utility.


    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
    Friday, August 13, 2010 3:06 AM
  • Hello LVTravel,

    The "file mismatch" entries you mentioned in your response are typically seen in mgadiag reports run on Windows 7 installations where then Windows Activation Technologies Update (http://support.microsoft. com/kb/971033)has not yet been installed.

    Once the WAT Update is installed, these are no longer reported by the mgadiag utility.


    Buy Office 2007 Now, Get Office 2010 Free http://office2010.microsoft.com/en-us/tech-guarantee/microsoft-office-201 0-technology-guarantee-FX101825695.aspx?CTT=97

    Dan, Thanks for clarifying by a "more knowledgeable person!"
    Friday, August 13, 2010 4:24 PM