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  • Question

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    Have tried what you recommended( in post http://forums.microsoft.com/genuine/showpost.aspx?postid=2585639&siteid=25), no success. I am unable to log a request for support online, an error always occurs as I send it. Have you anymore advice??

     

    NEW Diagnostic report is included below.

     

     

    Diagnostic Report (1.7.0066.0):
    -----------------------------------------
    WGA Data-->
    Validation Status: Invalid License
    Validation Code: 50
    Online Validation Code: 0x80070426
    Cached Validation Code: N/A, hr = 0x80070426
    Windows Product Key: *****-*****-JQMWD-2QJRJ-RJ34F
    Windows Product Key Hash: R8gPTEFMoOygFewoq/uOoWMpz68=
    Windows Product ID: 89578-OEM-7332157-00237
    Windows Product ID Type: 2
    Windows License Type: OEM SLP
    Windows OS version: 6.0.6000.2.00010300.0.0.003
    CSVLK Server: N/A
    CSVLK PID: N/A
    ID: {A0D5C141-C5B9-405B-8B26-F4FDFCEDFE36}(3)
    Is Admin: Yes
    TestCab: 0x0
    WGA Version: Registered, 1.7.59.1
    Signed By: Microsoft
    Product Name: Windows Vista (TM) Home Premium
    Architecture: 0x00000000
    Build lab: 6000.vista_gdr.070828-1515
    TTS Error: M:20071223111849023-
    Validation Diagnostic:
    Resolution Status: N/A

    Notifications Data-->
    Cached Result: N/A
    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 Data-->
    Office Status: 100 Genuine
    OGA Version: Registered, 1.6.21.0
    Signed By: Microsoft
    Office Diagnostics:
    025D1FF3-282-80041010_025D1FF3-170-80041010_025D1FF3-171-1_025D1FF3-434-80040154_025D1FF3-178-80040154_025D1FF3-179-2_025D1FF3-185-80070002_025D1FF3-199-3

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 7.0; 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-->
    File Mismatch: C:\Windows\system32\slc.dll[6.0.6000.16509]

    Other data-->
    Office Details:
    <GenuineResults><MachineData><UGUID>{A0D5C141-C5B9-405B-8B26-F4FDFCEDFE36}</UGUID><Version>1.7.0066.0</Version><OS>6.0.6000.2.00010300.0.0.003</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-RJ34F</PKey><PID>89578-OEM-7332157-00237</PID><PIDType>2</PIDType><SID>S-1-5-21-416143248-4121032641-2056631556</SID><SYSTEM><Manufacturer>TOSHIBA</Manufacturer><Model>Equium
    L40</Model></SYSTEM><BIOS><Manufacturer>American Megatrends
    Inc.</Manufacturer><Version>V2.10       </Version><SMBIOSVersion major="2"
    minor="4"/><Date>20070623000000.000000+000</Date></BIOS><HWID>E7333507018400EE</HWID><UserLCID>0809</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>GMT
    Standard
    Time(GMT+00:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM><OEMID>TOSASU</OEMID><OEMTableID>TOSASU00</OEMTableID></OEM><BRT/></MachineData><Software><Office><Result>100</Result><Products><Product
    GUID="{91120409-6000-11D3-8CFE-0150048383C9}"><LegitResult>100</LegitResult><Name>Microsoft
    Office Standard Edition
    2003</Name><Ver>11</Ver><Val>9FE17FA8DAA0866</Val><Hash>QfjMwa4xge6qA4DuFd4Zu+Ontoc=</Hash><Pid>70141-051-0337465-56522</Pid><PidType>1</PidType></Product></Products></Office></Software></GenuineResults>

    Spsys.log Content:
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    Friday, January 4, 2008 5:45 PM

Answers

  • That is all correct.

     

    I have been able to enter a request by choosing USA rather then UK.

     

    Thanks alot.

     

    D

     

    Saturday, January 5, 2008 10:59 AM

All replies

  • Hello DV1985,

     

      What error are you receiving when you attemp to create a support request and at what point in the process does the error occure (please be specific and descriptive)

     

    Darin

     

    Friday, January 4, 2008 6:19 PM
  • The error occurs after entering all my contact details and the main text of the request, when I click on continue, I get a web page saying "An unknown application error occurred. Please try again in a few minutes" with a picture of a toolbox. This has happened consistently since before Christmas!

     

     

    Friday, January 4, 2008 11:08 PM
  • DV1985

     

    Just to confirm, when you go to http://go.microsoft.com/fwlink/?linkid=52029 you go to a page that says:

     

    Microsoft Windows Genuine Advantage (All Languages)

    E-mail Support
    Response Time: 1 Business Day
     
    No-charge: Unlimited support requests
    You may have other support available for your Microsoft product through your computer manufacturer. (View Contact information)
     
    and when you click the "Start Email Request" the next page asks if the problem is on the computer that you are using or not.
    The page after that wants you to Download the Data Collection ActiveX Control (I suggest clicking the "Continue without installing" link).
    Then the last page asks you to enter name, email phone number problem description and operating system.
    After you fill in all the information and click the Continue button, you receive "An unknown application error occurred. Please try again in a few minutes"
     
    --------------------------------------------------------------------------------
     
    If any of the facts that I have stated above are different then what you experianced, detail exactly what you see that is different.
     
    My fear is that in the past, I have had customers that had problems with the support request page because they lived in an area of the world that doesn't have a WGA support page, so the website gets confused and displays an error. The resolution, in the past, was to delete your Temporary Internet files and Cookies, close the browser, open a new browser and go to http://go.microsoft.com/fwlink/?linkid=52029  again.  This time you should be asked to select a country...select United States this time and then click the arrow button. You should then be sent to the proper WGA Support Request page.
     
     
    Thanks,
    Darin

     

     

     

    Saturday, January 5, 2008 12:02 AM
  • That is all correct.

     

    I have been able to enter a request by choosing USA rather then UK.

     

    Thanks alot.

     

    D

     

    Saturday, January 5, 2008 10:59 AM