locked
Office Genuine Advantage no longer accepts new Office XP as genuine. RRS feed

  • Question

  • I have a home-built Pentium D 950 machine running XP Pro SP2. 3 weeks ago I installed a new Office XP (with SP1) upgrade, registered and activated Word and Excel from the Office Update site.  I was able to download and install SP2 and SP3 for Office XP as well as a number of security updates.  Everything worked fine, so I uninstalled the superseded Office 2000. 3 days ago, my machine developed a problem, and to cure it I decided to do a system restore back to the start of a period in which I had installed a number of large and small programs which might have contributed to the startup problems. Unfortunately Office XP was among these.  The Restore worked fine, and I've now installed Office XP again, the only difference being that I was asked for the CD of the previous Office installation, and I only had a back-up copy.  Word 2002 and Excell 2002 work fine and showed they have been registered and activated. But the Office Update site will not allow me access to updates, it does not accept Office XP as genuine, though 3 weeks ago it did both.

    I have found helpful suggestions, inter alia on microsoft.com/en-us/help, and /axinstall, and in several forums, and followed their advice and have checked update.microsoft.com, download.windowsupdate.com, office.microsoft.com, and windowsupdate.com sites are in my IE7 list of trusted sites, I've deleted all off-line content from IE7's Tools | Internet Options | General tab, and checked that all the Active X programs are enabled. Having found in forums.microsoft.com/genuine/showpost.aspx?postid-597771&siteid=25 a useful list of a diagnostic sequence, I have confirmed that my Win XP is genuine, using microsoft.com/genuine/diag/Rundiags.aspx, and run the MGA diagnostics tool from go.microsoft.com/fwlink/?linkid=52012, which reported :

     

    Diagnostic Report (1.7.0039.0):
    -----------------------------------------
    WGA Data-->
    Validation Status: Genuine
    Detailed Status: N/A
    Cached / Grace status: N/A, N/A
    Windows Product Key: *****-*****-4CYGQ-X4JY4-KRDYP
    Windows Product Key Hash: clsn2WneUNHNBfiZxLRhZQl83SQ=
    Windows Product ID: 76488-022-3569964-22626
    Windows Product ID Type: 5
    CSVLK Server: N/A
    CSVLK PID: N/A
    Windows License Type: Retail
    Windows OS version: 5.1.2600.2.00010100.2.0.pro
    ID: {FA149866-A61D-404F-8C13-4E5AF3C074C5}(3)
    Is Admin: Yes
    Commit / Reboot / BRT: N/A, N/A, N/A
    WGA Version: Registered, 1.7.36.0
    Signed By: Microsoft
    Product Name: N/A
    Architecture: N/A
    Build lab: N/A
    TTS Error: N/A
    Validation Diagnostic: 025D1FF3-171-1
    Resolution Status: N/A

    Notifications Data-->
    Cached Result: 0
    File Exists: Yes
    Version: 1.7.18.5
    WgaTray.exe Signed By: Microsoft
    WgaLogon.dll Signed By: Microsoft

    OGA Data-->
    Office Status: 100 Genuine
    OGA Version: Failed to retrieve file version. - 0x80070002
    Signed By: N/A, hr = 0x80070002
    Office Diagnostics: FCEE394C-2993-80070002_77F760FE-152-80070002_7E90FEE8-175-80070002_77F760FE-152-80070002_7E90FEE8-175-80070002_025D1FF3-171-1

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 7.0; Win32)
    Default Browser: D:\APPPROGS\MOZILLA.ORG\MOZILL~1\FIREFOX.exe
    Download signed ActiveX controls: Prompt
    Download unsigned ActiveX controls: Prompt
    Run ActiveX controls and plug-ins: Allowed
    Initialize and script ActiveX controls not marked as safe: Prompt
    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>{FA149866-A61D-404F-8C13-4E5AF3C074C5}</UGUID><Version>1.7.0039.0</Version><OS>5.1.2600.2.00010100.2.0.pro</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-KRDYP</PKey><PID>76488-022-3569964-22626</PID><PIDType>5</PIDType><SID>S-1-5-21-484763869-688789844-839522115</SID><SYSTEM><Manufacturer>System manufacturer</Manufacturer><Model>System Product Name</Model></SYSTEM><BIOS><Manufacturer>Phoenix Technologies, LTD</Manufacturer><Version>ASUS P5VD2-VM ACPI BIOS Revision 1003</Version><SMBIOSVersion major="2" minor="4"/><Date>20070314000000.000000+000</Date></BIOS>

    <HWID>3820380F01842067

    </HWID><UserLCID>0C09</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>AUS Eastern Standard Time(GMT+10:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name>

    <model></model></SBID><OEM/></MachineData><Software><Office><Result>100</Result>

    <Products><Product GUID="{91120409-6000-11D3-8CFE-0050048383C9}"><LegitResult>100</LegitResult><Name>Microsoft Office XP Standard</Name><Ver>10</Ver><Val>515B247D9AE508D</Val>

    <Hash>Pta4eUgmrAhhrzJUFlEhWrppblU=</Hash><Pid>54187-752-2980547-17587</Pid><PidType>1</PidType></Product></Products></Office></Software>

    </GenuineResults> 

     

    Friday, August 3, 2007 2:19 PM

Answers

  • I understand the inconvenience you are currently experiencing and would like to provide available options we have for assisting customers to address issues they are currently experiencing. Attached below is a Knowledge Base (KB) article http://support.microsoft.com/kb/290301. This will allow you to download the Windows Installer Cleanup Utility and explain detailed information. Use the Windows Installer Cleanup Utility and uninstall all Microsoft Office programs on your computer, then reinstall Microsoft Office using the genuine MS Office installation CD and product key.

    Next, review the KB article @ http://www.microsoft.com/genuine/selfhelp/PkuInstructions.aspx?displayLang=enUtility.  This link provides information for Windows Product Key Update Tool Instructions. 

    If you are still having issues, can you do the following?

    1) Logon to the PC that is experiencing the notifications as a user with “ADMINISTRATOR” privileges.

    2) Download the tool: http://go.microsoft.com/fwlink/?linkid=52012 click RUN.

    3) When the tool loads, click “CONTINUE”.

    4) Is the “RESOLVE” button available? If so, please click “RESOLVE” to allow the diagnostic tool repair the issue.

    5) From the Windows tab, click the COPY button.

    6) Please reply back to this post and PASTE the entire results into reply of this post. 

    We can take a look at it and offer you some suggestions as to how to resolve this issue.

     

    Thank you
    Stephen Holm
    WGA Forum Manager

     

     

    Friday, August 3, 2007 8:31 PM
  • Hi, Steven,

    Thanks for your informative and helpful response. Using msicuu2.exe worked perfectly, and I appear to be past the hurdles, without needing the PKU update tool.  At the end of the following MGADiag.exe report, I've added a suggestion which you might like to consider.  If you need any clarification, please contact me.

    Thank you again,

    Comync

     

    _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

     

    MGADiag.exe output 7 Aug 07 after using Win Installer Cleanup Utility
    to uninstall Office XP and Office XP Media Content,  and running
    full installation from genuine CD using provided Product Key.


    Diagnostic Report (1.7.0039.0):
    -----------------------------------------
    WGA Data-->
    Validation Status: Genuine
    Detailed Status: N/A
    Cached / Grace status: N/A, N/A
    Windows Product Key: *****-*****-4CYGQ-X4JY4-KRDYP
    Windows Product Key Hash: clsn2WneUNHNBfiZxLRhZQl83SQ=
    Windows Product ID: 76488-022-3569964-22626
    Windows Product ID Type: 5
    CSVLK Server: N/A
    CSVLK PID: N/A
    Windows License Type: Retail
    Windows OS version: 5.1.2600.2.00010100.2.0.pro
    ID: {FA149866-A61D-404F-8C13-4E5AF3C074C5}(3)
    Is Admin: Yes
    Commit / Reboot / BRT: N/A, N/A, N/A
    WGA Version: Registered, 1.7.36.0
    Signed By: Microsoft
    Product Name: N/A
    Architecture: N/A
    Build lab: N/A
    TTS Error: N/A
    Validation Diagnostic: 025D1FF3-171-1
    Resolution Status: N/A

    Notifications Data-->
    Cached Result: 0
    File Exists: Yes
    Version: 1.7.18.5
    WgaTray.exe Signed By: Microsoft
    WgaLogon.dll Signed By: Microsoft

    OGA Data-->
    Office Status: 100 Genuine
    OGA Version: Registered, 1.6.21.0
    Signed By: Microsoft
    Office Diagnostics: 77F760FE-152-80070002_7E90FEE8-175-80070002_77F760FE-152-80070002_7E90FEE8-175-80070002_025D1FF3-171-1

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 7.0; Win32)
    Default Browser: D:\APPPROGS\MOZILLA.ORG\MOZILL~1\FIREFOX.exe
    Download signed ActiveX controls: Prompt
    Download unsigned ActiveX controls: Prompt
    Run ActiveX controls and plug-ins: Allowed
    Initialize and script ActiveX controls not marked as safe: Prompt
    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>{FA149866-A61D-404F-8C13-4E5AF3C074C5}</UGUID><Version>1.7.0039.0</Version><OS>5.1.2600.2.00010100.2.0.pro</OS><Architecture>x32

    </Architecture><PKey>*****-*****-*****-*****-KRDYP</PKey><PID>76488-022-3569964-22626</PID><PIDType>5</PIDType><SID>S-1-5-21-484763869-688789844-839522115</SID><SYSTEM><Manufacturer>System manufacturer</Manufacturer><Model>System Product Name</Model></SYSTEM><BIOS><Manufacturer>Phoenix Technologies, LTD</Manufacturer><Version>ASUS P5VD2-VM ACPI BIOS Revision 1003</Version><SMBIOSVersion major="2" minor="4"/><Date>20070314000000.000000+000</Date></BIOS><HWID>3820380F01842067</HWID>

    <UserLCID>0C09</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>AUS Eastern Standard Time(GMT+10:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model>

    </SBID><OEM/></MachineData><Software><Office><Result>100</Result><Products><Product GUID="{91120409-6000-11D3-8CFE-0050048383C9}"><LegitResult>100</LegitResult><Name>Microsoft Office XP Standard</Name> <Ver>10</Ver><Val>515B247D9AE508D</Val><Hash>Pta4eUgmrAhhrzJUFlEhWrppblU=</Hash><Pid>54187-752-2980547-17390</Pid><PidType>1</PidType></Product></Products></Office></Software></GenuineResults>

    ___________________________________________________________________________________________

     

     Note: It appears that the MGADiag.exe system design is (logically) reporting on the status of
    the preferred browser (Firefox). I suspect that at least my earlier problems resulted from my
    well-intentioned use of IE7 whenever accessing Microsoft web sites, as I have found that printing
    MS-site web pages from Firefox does not give completely reliable results. In my case, it was only

    by analysing the Diagnostic report that I checked on the IE7 | Internet Options | Trusted Sites |

    Custom Level | and set all the ActiveX-relevant items to either Enable or Prompt that I started

    avoiding the erratic genuine/non-genuine situation and consequent re-visiting of trouble-shooting

    pages.
    Could I suggest that this possibility might be avoided by a suggestion that a user experiencing
    problems with OGA or WGA should confirm that Internet Explorer be used (at least until the problem
    is resolved) to assist Support in diagnosing just what is happening ?

    Tuesday, August 7, 2007 5:00 AM
  • Comync,

     

    We are glad to see the solution was able to get you up and running again. I will pass the suggestion along you provided. Again thank you for the feedback.

     

     

    Stephen Holm, MS

    Tuesday, August 7, 2007 10:05 PM

All replies

  • I understand the inconvenience you are currently experiencing and would like to provide available options we have for assisting customers to address issues they are currently experiencing. Attached below is a Knowledge Base (KB) article http://support.microsoft.com/kb/290301. This will allow you to download the Windows Installer Cleanup Utility and explain detailed information. Use the Windows Installer Cleanup Utility and uninstall all Microsoft Office programs on your computer, then reinstall Microsoft Office using the genuine MS Office installation CD and product key.

    Next, review the KB article @ http://www.microsoft.com/genuine/selfhelp/PkuInstructions.aspx?displayLang=enUtility.  This link provides information for Windows Product Key Update Tool Instructions. 

    If you are still having issues, can you do the following?

    1) Logon to the PC that is experiencing the notifications as a user with “ADMINISTRATOR” privileges.

    2) Download the tool: http://go.microsoft.com/fwlink/?linkid=52012 click RUN.

    3) When the tool loads, click “CONTINUE”.

    4) Is the “RESOLVE” button available? If so, please click “RESOLVE” to allow the diagnostic tool repair the issue.

    5) From the Windows tab, click the COPY button.

    6) Please reply back to this post and PASTE the entire results into reply of this post. 

    We can take a look at it and offer you some suggestions as to how to resolve this issue.

     

    Thank you
    Stephen Holm
    WGA Forum Manager

     

     

    Friday, August 3, 2007 8:31 PM
  • Hi, Steven,

    Thanks for your informative and helpful response. Using msicuu2.exe worked perfectly, and I appear to be past the hurdles, without needing the PKU update tool.  At the end of the following MGADiag.exe report, I've added a suggestion which you might like to consider.  If you need any clarification, please contact me.

    Thank you again,

    Comync

     

    _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

     

    MGADiag.exe output 7 Aug 07 after using Win Installer Cleanup Utility
    to uninstall Office XP and Office XP Media Content,  and running
    full installation from genuine CD using provided Product Key.


    Diagnostic Report (1.7.0039.0):
    -----------------------------------------
    WGA Data-->
    Validation Status: Genuine
    Detailed Status: N/A
    Cached / Grace status: N/A, N/A
    Windows Product Key: *****-*****-4CYGQ-X4JY4-KRDYP
    Windows Product Key Hash: clsn2WneUNHNBfiZxLRhZQl83SQ=
    Windows Product ID: 76488-022-3569964-22626
    Windows Product ID Type: 5
    CSVLK Server: N/A
    CSVLK PID: N/A
    Windows License Type: Retail
    Windows OS version: 5.1.2600.2.00010100.2.0.pro
    ID: {FA149866-A61D-404F-8C13-4E5AF3C074C5}(3)
    Is Admin: Yes
    Commit / Reboot / BRT: N/A, N/A, N/A
    WGA Version: Registered, 1.7.36.0
    Signed By: Microsoft
    Product Name: N/A
    Architecture: N/A
    Build lab: N/A
    TTS Error: N/A
    Validation Diagnostic: 025D1FF3-171-1
    Resolution Status: N/A

    Notifications Data-->
    Cached Result: 0
    File Exists: Yes
    Version: 1.7.18.5
    WgaTray.exe Signed By: Microsoft
    WgaLogon.dll Signed By: Microsoft

    OGA Data-->
    Office Status: 100 Genuine
    OGA Version: Registered, 1.6.21.0
    Signed By: Microsoft
    Office Diagnostics: 77F760FE-152-80070002_7E90FEE8-175-80070002_77F760FE-152-80070002_7E90FEE8-175-80070002_025D1FF3-171-1

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 7.0; Win32)
    Default Browser: D:\APPPROGS\MOZILLA.ORG\MOZILL~1\FIREFOX.exe
    Download signed ActiveX controls: Prompt
    Download unsigned ActiveX controls: Prompt
    Run ActiveX controls and plug-ins: Allowed
    Initialize and script ActiveX controls not marked as safe: Prompt
    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>{FA149866-A61D-404F-8C13-4E5AF3C074C5}</UGUID><Version>1.7.0039.0</Version><OS>5.1.2600.2.00010100.2.0.pro</OS><Architecture>x32

    </Architecture><PKey>*****-*****-*****-*****-KRDYP</PKey><PID>76488-022-3569964-22626</PID><PIDType>5</PIDType><SID>S-1-5-21-484763869-688789844-839522115</SID><SYSTEM><Manufacturer>System manufacturer</Manufacturer><Model>System Product Name</Model></SYSTEM><BIOS><Manufacturer>Phoenix Technologies, LTD</Manufacturer><Version>ASUS P5VD2-VM ACPI BIOS Revision 1003</Version><SMBIOSVersion major="2" minor="4"/><Date>20070314000000.000000+000</Date></BIOS><HWID>3820380F01842067</HWID>

    <UserLCID>0C09</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>AUS Eastern Standard Time(GMT+10:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model>

    </SBID><OEM/></MachineData><Software><Office><Result>100</Result><Products><Product GUID="{91120409-6000-11D3-8CFE-0050048383C9}"><LegitResult>100</LegitResult><Name>Microsoft Office XP Standard</Name> <Ver>10</Ver><Val>515B247D9AE508D</Val><Hash>Pta4eUgmrAhhrzJUFlEhWrppblU=</Hash><Pid>54187-752-2980547-17390</Pid><PidType>1</PidType></Product></Products></Office></Software></GenuineResults>

    ___________________________________________________________________________________________

     

     Note: It appears that the MGADiag.exe system design is (logically) reporting on the status of
    the preferred browser (Firefox). I suspect that at least my earlier problems resulted from my
    well-intentioned use of IE7 whenever accessing Microsoft web sites, as I have found that printing
    MS-site web pages from Firefox does not give completely reliable results. In my case, it was only

    by analysing the Diagnostic report that I checked on the IE7 | Internet Options | Trusted Sites |

    Custom Level | and set all the ActiveX-relevant items to either Enable or Prompt that I started

    avoiding the erratic genuine/non-genuine situation and consequent re-visiting of trouble-shooting

    pages.
    Could I suggest that this possibility might be avoided by a suggestion that a user experiencing
    problems with OGA or WGA should confirm that Internet Explorer be used (at least until the problem
    is resolved) to assist Support in diagnosing just what is happening ?

    Tuesday, August 7, 2007 5:00 AM
  • Comync,

     

    We are glad to see the solution was able to get you up and running again. I will pass the suggestion along you provided. Again thank you for the feedback.

     

     

    Stephen Holm, MS

    Tuesday, August 7, 2007 10:05 PM