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WINDOWS 7 WON'T ACTIVATE AFTER AN OS SYSTEM RE-INSTALL RRS feed

  • Question

  • I have a Client with a Computer that our company built for her in 2011.  She is now 1500 miles away from us.Her Operating System crashed (Windows 7 Professional).  I talked her through a complete OS re-install today over the phone and everything worked out fine; Windows Updates completed, Drivers installed, etc., without any problems at all.  However, Activation was not successful.  When the Product Key is entered it returns a not valid error.  I know that this PK is correct as this was what was used when we built the Computer for her.  I attempted to use the SLUI and SULI 3.exe commands from run, but it does not return the Dialog Screen that would allow Windows Activation via the telephone.  Since I am a System Builder, the OS is the OEM version, but I have not had Activation problems before with other Computers that we've built when we had OS re-installs for one reason or another.  I have a very upset Client and I need to resolve this issue quickly for her sake (and mine).  What happened to the Telephone Activation System? I also had her run the MGADiag Tool and the results have been copied below.

    Diagnostic Report (1.9.0027.0):

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

    Windows Validation Data-->

    Validation Code: 0

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

    Windows Product Key: *****-*****-CM74G-RPHKF-PW487

    Windows Product Key Hash: 71BRYMECVaSXedfumfu8zryHJVY=

    Windows Product ID: 00371-177-0000061-85719

    Windows Product ID Type: 5

    Windows License Type: Retail

    Windows OS version: 6.1.7601.2.00010100.1.0.048

    ID: {55DB53D1-BEC0-4D7D-9721-0DCBD2995B80}(1)

    Is Admin: Yes

    TestCab: 0x0

    LegitcheckControl ActiveX: N/A, hr = 0x80070002

    Signed By: N/A, hr = 0x80070002

    Product Name: Windows 7 Professional

    Architecture: 0x00000009

    Build lab: 7601.win7sp1_gdr.130318-1533

    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: 109 N/A

    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:\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>{55DB53D1-BEC0-4D7D-9721-0DCBD2995B80}</UGUID><Version>1.9.0027.0</Version><OS>6.1.7601.2.00010100.1.0.048</OS><Architecture>x64</Architecture><PKey>*****-*****-*****-*****-PW487</PKey><PID>00371-177-0000061-85719</PID><PIDType>5</PIDType><SID>S-1-5-21-2177574663-1736258358-4290251563</SID><SYSTEM><Manufacturer>Gigabyte Technology Co., Ltd.</Manufacturer><Model>P67X-UD3-B3</Model></SYSTEM><BIOS><Manufacturer>Award Software International, Inc.</Manufacturer><Version>F2</Version><SMBIOSVersion major="2" minor="4"/><Date>20110325000000.000000+000</Date></BIOS><HWID>08203707018400FE</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/><GANotification/></MachineData><Software><Office><Result>109</Result><Products/><Applications/></Office></Software></GenuineResults> 

    Spsys.log Content: 0x80070002

    Licensing Data-->

    Software licensing service version: 6.1.7601.17514

    Name: Windows(R) 7, Professional edition

    Description: Windows Operating System - Windows(R) 7, RETAIL channel

    Activation ID: e838d943-63ed-4a0b-9fb1-47152908acc9

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

    Extended PID: 00371-00170-177-000006-00-1033-7601.0000-1872013

    Installation ID: 021651965111484981172714823990906596939981611061635120

    Partial Product Key: PW487

    License Status: Initial grace period

    Time remaining: 40320 minute(s) (28 day(s))

    Remaining Windows rearm count: 3

    Trusted time: 7/8/2013 4:48:28 PM

    Windows Activation Technologies-->

    HrOffline: 0x00000000

    HrOnline: N/A

    HealthStatus: 0x0000000000000000

    Event Time Stamp: N/A

    ActiveX: Registered, Version: 7.1.7600.16395

    Admin Service: Registered, Version: 7.1.7600.16395

    HealthStatus Bitmask Output:

    HWID Data-->

    HWID Hash Current: NgAAAAEABgABAAEAAAACAAAAAQABAAEAHKKqiZgSlGViNErdPkKILHI4etca8WI9WJo6Xi5z

    OEM Activation 1.0 Data-->

    N/A

    OEM Activation 2.0 Data-->

    BIOS valid for OA 2.0: yes, but no SLIC table

    Windows marker version: N/A

    OEMID and OEMTableID Consistent: N/A

    BIOS Information:

      ACPI Table Name            OEMID Value      OEMTableID Value

      APIC                                   GBT                       GBTUACPI

      FACP                                  GBT                       GBTUACPI

      HPET                                  GBT                       GBTUACPI

      MCFG                                GBT                       GBTUACPI

      ASPT                                  GBT                       PerfTune

      SSPT                                   GBT                       SsptHead

      EUDS                                 GBT                      

      MATS                                 GBT                      

      TAMG                                GBT                       GBT   B0

      SSDT                                  INTEL                   PPM RCM

      MATS                                 GBT                      

    Does anyone have a solution? 

    Thank you for any assistance!

    Tuesday, July 9, 2013 2:08 PM

Answers

  • Carey and Kamin - Today I had the Client "break" all the Partitions and move the Drive to Unallocated Space.  We then re-partitioned the Drive as a single 2TB Partition, Formatted, and installed the Operating System.  Success with the Verification!!!  I'm not sure at all why with the Partitions the Verification was not successful as I have accomplished this task this way many times before, but I'm happy with the results regardless of the reason.  I then used the Computer Management utility to shrink that large Operating System Partition, and then re-partitioned two additional volumes.  We are now back to where we belong and I consider this issue closed.  Thanks to all who contributed to the resolution!  - Vic -
    • Edited by COMPUTER4VIC Tuesday, July 16, 2013 1:14 AM Corrected spelling error
    • Marked as answer by COMPUTER4VIC Tuesday, July 16, 2013 1:15 AM
    Tuesday, July 16, 2013 1:09 AM

All replies

  • For help with the activation process, go to the Microsoft Support website.

    Carey Frisch

    Tuesday, July 9, 2013 2:43 PM
    Moderator
  • You said that the install is the OEM version but the MGA Report says "Windows License Type: Retail" and "BIOS valid for OA 2.0: yes, but no SLIC table".

    I would confirm that they are typing in the validation code that is on the COA Sticker.

    Tuesday, July 9, 2013 3:02 PM
  • Thank you for your response.  We have verified several times that my Client is using the correct Product Key.  Why the MGA Report indicates "Retail" I'm at a loss to say.  We are using the original OEM version disk we used when we built the Computer for her.  Still no joy, and the problem continues.  Any further suggestions from anyone?
    Wednesday, July 10, 2013 2:00 PM
  • I've been there, and all they wanted to do was sell me another License.  What a way to treat a TechNet Pro!  They were of no use at all!
    Wednesday, July 10, 2013 2:10 PM
  • Please verify that you are not entering the Product ID instead of your 25-character product key. The product key is located on your Windows 7 Professional product key label and is formatted like this: XXXXX-XXXXX-XXXXX-XXXXX-XXXXX.  Make sure you are not confusing a B for an 8 or a O for a Q and so on.

    Carey Frisch

    Wednesday, July 10, 2013 5:38 PM
    Moderator
  • Thank you for your response.  As a Certified A+ Computer Technician I am aware of the difference between the Product ID and the Product Key.  This was one of the first things that I had my Client check as well as making sure that she was entering the Product Key correctly

    Wednesday, July 10, 2013 8:12 PM
  • Did your client use the original Windows 7 Professional OEM DVD to perform the reinstall?

    Carey Frisch

    Wednesday, July 10, 2013 9:37 PM
    Moderator
  • When we build a Computer for a Client, we provide them with a "Build Book" that contains all of the relevant information for that Computer.  This includes the original OEM Operating System Disk, along with Motherboard, Video Card, installed Software, etc. Disks.  The Disk she is using is that original OEM OS Disk which we included in the "Build Book" for that machine.  As a means of further information, I have included a copy of the Data Sheet which gives a summary of the build components.  We include this Data Sheet as well in the "Build Book".  Please see below:

    • ROSEWILL ATX FORM FACTOR MID-TOWER CASE
    • GIGABYTE GA-P67X-UD3-B3 MOTHERBOARD WITH P67 CHIPSET, 6 Gb/s SATA, USB 3.0, AND A FULL ATX FORM FACTOR  INTEL PROCESSOR SOCKET LGA 1155
    • INTEL CORE i5-2500 SANDY BRIDGE CENTRAL PROCESSING UNIT.  3.3 GHz      (3.7 GHz WITH TURBO-BOOST), 4X 256 KB L-2 CACHE, 6 MB L-3 CACHE, 95 WATT,      AND LGA 1155 CONNECTORS
    • THERMALTAKE TR2 BRONZE CERTIFIED 750 WATT ATX MODULAR POWER SUPPLY UNIT, WITH ACTIVE PFC
    • CORSAIR XMS 4 GB STICKS (X4 – 16 GB TOTAL) OF RANDOM ACCESS MEMORY.  240-PIN, DDR3, SDRAM RUNNING AT 1333 MHz
    • XFX HD-6850 VIDEO CARD WITH 1 GB OF ON-BOARD RAM (256-BIT, DDR5), AND PCI EXPRESS 16.  SERIAL NUMBER = M5A015976.  PERSONAL ACTIVATION CODE = XXX 
    • LITE-ON DVD-RW COMBO OPTICAL DRIVE
    • WESTERN DIGITAL CAVIAR BLACK 2 TB 3.5 INCH INTERNAL HARD DRIVE.  6 Gb/s SATA, 7200 RPM, WITH 64 MB CACHE AND WITH THREE PARTITIONS (OPERATING SYSTEM/PROGRAMS = 244 GB, DATA = 341 GB, AND IMAGES = 1.24 TB)
    • WINDOWS 7 PROFESSIONAL 64-BIT OPERATING SYSTEM.  PRODUCT KEY = XXX     
    • SYMANTEC NORTON INTERNET SECURITY 2011.  PRODUCT KEY = XXX 
    • MICROSOFT OFFICE 2010 HOME AND STUDENT.  PRODUCT KEY = XXX 
    • ADOBE CREATIVE SUITE V5.5 – DESIGN STANDARD.  PRODUCT CODE = DSGNW7-8221-4140-6738-6912.  SERIAL NUMBER = XXX

    In addition, all Windows Updates and Service Packs are performed, updates to all Drivers (including the BIOS - if required), are installed, and Program Updates including the Anti-virus are run.  Note that this Hard Drive had three Partitions included at the time of the build up.  When we did the re-install the following procedure was utilized using the OEM OS Disk:

    1.  Start the OS Disk from a cold boot with the Disk in the DVD Drive

    2.  Delete both the OS Partition and the 100MB OS overhead Partition

    3.  In the resulting unallocated space a new Partition was created utilizing the entire unallocated space

    4.  This Partition was then Formatted

    5.  The OS was installed and was stopped at the Product Key Verification with a failure - the install was continued and completed successfully

    6.  All Windows Updates were installed to include Service Pack 1 - no issues of any kind were experienced

    7.  OS Product Key Verification was attempted again and failed

    8.  SLUI and SULI 3 was attempted but the Activate by phone Link (usually there), was absent


    • Edited by COMPUTER4VIC Thursday, July 11, 2013 10:50 AM Removal of Product Keys
    Thursday, July 11, 2013 12:38 AM
  • You need to scrub those product keys from your post.

    And I want  to point out that the Product Key listed in your packet does not match the one that is listed in the MGA Report.

    Thursday, July 11, 2013 12:43 AM
  • "The OS was installed and was stopped at the Product Key Verification with a failure"

    What this means is the product key is incorrect.  Please have your client look at the product key label closely.

     

    Carey Frisch

    Thursday, July 11, 2013 4:40 AM
    Moderator
  • Kamin - I agree that the Product Keys and Serial Numbers need to be removed from my Post.  I have done so.  However, this begs a question:  If the Product Key that my Client input at the Activation cycle failed, why is one showing up at all in the MGA Report? - Vic -
    Thursday, July 11, 2013 11:02 AM
  • Carey - To your point:  I will have my Client review that she is using the correct Product Key when I talk with her again tomorrow.  - Vic -
    • Edited by COMPUTER4VIC Thursday, July 11, 2013 11:10 AM Correct spelling error
    Thursday, July 11, 2013 11:10 AM
  • Kamin - I agree that the Product Keys and Serial Numbers need to be removed from my Post.  I have done so.  However, this begs a question:  If the Product Key that my Client input at the Activation cycle failed, why is one showing up at all in the MGA Report? - Vic -

          The "one showing up at all in the MGA Report" is the default temporary product key when the perpetual license product key is not entered.

    Carey Frisch

    Friday, July 12, 2013 3:23 PM
    Moderator
  • The installed Key is the Default Key for Windows - which can never be activated.

     

     You need to change the Product Key to the one on the COA sticker on the machine's case (or inside the battery compartment),  using the Change Product Key link at the bottom of the System properties page.

     

    You may need to activate by phone.   


    Noel Paton | Nil Carborundum Illegitemi | CrashFixPC | The Three-toed Sloth
    No - I do not work for Microsoft, or any of its contractors.

    Saturday, July 13, 2013 10:56 AM
    Moderator
  • Cary - Thank you for the above information.  That explains why there is a difference in the two Product Keys.  This is good data for me.

    Cary and Kamin - I am going to take a different approach.  The Product Key has been confirmed.  On Monday I am going to have my Client "break" the Partitions, and completely re-format the Hard Drive.  We will then attempt another re-installation of the Operating System and see if we can get Verification.  I am beginning to wonder if there isn't something else going on with either the Partitions that remain or with the Hard Drive itself.  I'll keep you posted on my results.  - Vic -

    Saturday, July 13, 2013 4:38 PM
  • Noel - Please see the above Post relative to the default Product Key.  Thank you for your response, however, please read the original Post and the continuing discussions in the thread before responding.  If you had, you would have seen information that addresses all of your other comments adequately.  - Vic - 

    Saturday, July 13, 2013 4:44 PM
  • Carey and Kamin - Today I had the Client "break" all the Partitions and move the Drive to Unallocated Space.  We then re-partitioned the Drive as a single 2TB Partition, Formatted, and installed the Operating System.  Success with the Verification!!!  I'm not sure at all why with the Partitions the Verification was not successful as I have accomplished this task this way many times before, but I'm happy with the results regardless of the reason.  I then used the Computer Management utility to shrink that large Operating System Partition, and then re-partitioned two additional volumes.  We are now back to where we belong and I consider this issue closed.  Thanks to all who contributed to the resolution!  - Vic -
    • Edited by COMPUTER4VIC Tuesday, July 16, 2013 1:14 AM Corrected spelling error
    • Marked as answer by COMPUTER4VIC Tuesday, July 16, 2013 1:15 AM
    Tuesday, July 16, 2013 1:09 AM