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Startup "problem and needs to close" error message RRS feed

  • Question

  • When my computer starts up, I get the following error message:


    Windows Genuine Advantage Notification has encountered a problem and needs to close.  We are sorry for the inconvenience.


    My copy of Windows is genuine, and when I click the "Send Error Report" button, the error message box goes away.  I have no problems with Window or other programs as far as I can tell, but it's annoying to have to close the error message box every time I start up.  How can I fix this?

    Jay
    Saturday, April 21, 2007 5:13 PM

Answers

  • Hello,

     

    First off, there are 2 componets of WGA:

     

    1) KB892130 - Windows Genuine Advantage Validation Tool - This is an ActiveX control that is a Required install to be able to use the Windows Update site as well as to download most files from the Microsoft Download Center. More info on KB892130: http://support.microsoft.com/kb/892130/en-us

    (note: all Critical update are available thru Automatic Updates regardless of Genuine status)

     

    2) KB905474 - Windows Genuine Advantage Notification - This is an optional application that informs the user that their Windows and Office install is Genuine or not. It is available from Windows Update, Microsoft Download Center as well as thru the Automatic Updates service. More info on KB905474: http://support.microsoft.com/kb/905474/en-us

    Genuinely Puzzled's issue appears to be with Windows Genuine Advantage Notification (KB905474)

    At A DIS-Advantage's issue appears to be with Windows Genuine Advantage Validation Tool (KB892130)

     

    So as you can see, there issues are not the same. Which is why we encourage all users to create their Own thread for their Own specific issue so we do not have the confusion involved in troubleshooting 2 diffrent issues in the same thread.

     

    Genuinely Puzzled: Please try reinstalling the most recent Windows Genuine Advantage Notification at http://go.microsoft.com/fwlink/?linkid=69498

     

    At A DIS-Advantage: Please create your own thread and provide a detailed description of your issue (including what error messages you receive, where you receive them and what you have already tried to resolve the issue).

     

    Thank you,

    Darin Smith

    WGA Forum Program Manager

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

    All Users: Please go to http://forums.microsoft.com/Genuine/ShowPost.aspx?PostID=1255325&SiteID=25 before posting a question.

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

     

     

    Monday, April 30, 2007 10:43 PM

All replies

  • Genuinely Puzzled,

    Please follow these steps for assistance:

    Step 1 is to run the utility at this link http://go.microsoft.com/fwlink/?linkid=52012, then click the Windows tab, click the "Copy" button, then paste the report into a response in this thread.

    Step 2 is to look on the computer or with the materials you received with the computer or with your retail purchase of  Windows to see if you have a Certificate of Authenticity (COA).  If you have one, tell us about the COA.  Tell us:

    1.  What edition of Windows XP is it for, Home, Pro, or Media Center, or another version of Windows?

    2.  Does it read "OEM Software" or "OEM Product" in black lettering?

    3.  Or, does it have the computer manufacturer's name in black lettering?

    4.  DO NOT post the Product Key.

    Not sure what to look for?  See this page for reference:  http://www.microsoft.com/resources/howtotell/en/coa.mspx

    Saturday, April 21, 2007 5:35 PM
  • I have the same problem. Additionally when I run the MGADiag.exe utility you linked to, I get a similar error message, that the Diagnostic utility has encountered an error and needs to close. I have sent all this information before to Microsoft help and engaged in a fruitless back and forth with the "escalation engineer" assigned to the case.

    My Dell laptop runs fine. The only problem is with the Genuine Advantage tools. In the beginning of my journey to the "escalation engineer", I said I suspected that the ultimate "advice" was going to be to re-install Windows from scratch, something that would cost me a lot of time and possibly lose data. Sure enough, after many emails back and forth, that was the sole suggestion.

    I am hoping that someone on this Forum may have a better suggestion.

    I have a Dell laptop. I have never had a problem until the Genuine Advantage update got installed -- then every time I started the computer I got the same error message as "Genuinely Puzzled." I have since removed WGA completely from my computer and no longer have this problem -- but, of course, both then and now, I am unable to download certain updates, like the newest Media Player, IE, etc. because Windows won't recognize my computer.

    The problem seems to be that I am unable to install WGA at all. Everytime I try, there is an error encountered. When I try to validate via IE or even Firefox, the browser crashes and I get an error message.

    My Windows copy is valid. This was verified in email by the "escalation engineer". So what gives? To answer your points above, here is my info:

    1. I have Windows XP Professional, which was pre-installed on the computer
    2. It does NOT have an "OEM" label
    3. It does have a DELL logo in black
    4. It does have a valid product key, as I indicated.

    I have also run keyfinder and the microsoft utility to verify that the product key on the label is the same one that the computer has.

    What could cause the WGA activex not to install?? I even turned off McAffee prior to installation and still got the error.??


    Sunday, April 29, 2007 2:08 PM
  • Hello,

     

    First off, there are 2 componets of WGA:

     

    1) KB892130 - Windows Genuine Advantage Validation Tool - This is an ActiveX control that is a Required install to be able to use the Windows Update site as well as to download most files from the Microsoft Download Center. More info on KB892130: http://support.microsoft.com/kb/892130/en-us

    (note: all Critical update are available thru Automatic Updates regardless of Genuine status)

     

    2) KB905474 - Windows Genuine Advantage Notification - This is an optional application that informs the user that their Windows and Office install is Genuine or not. It is available from Windows Update, Microsoft Download Center as well as thru the Automatic Updates service. More info on KB905474: http://support.microsoft.com/kb/905474/en-us

    Genuinely Puzzled's issue appears to be with Windows Genuine Advantage Notification (KB905474)

    At A DIS-Advantage's issue appears to be with Windows Genuine Advantage Validation Tool (KB892130)

     

    So as you can see, there issues are not the same. Which is why we encourage all users to create their Own thread for their Own specific issue so we do not have the confusion involved in troubleshooting 2 diffrent issues in the same thread.

     

    Genuinely Puzzled: Please try reinstalling the most recent Windows Genuine Advantage Notification at http://go.microsoft.com/fwlink/?linkid=69498

     

    At A DIS-Advantage: Please create your own thread and provide a detailed description of your issue (including what error messages you receive, where you receive them and what you have already tried to resolve the issue).

     

    Thank you,

    Darin Smith

    WGA Forum Program Manager

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

    All Users: Please go to http://forums.microsoft.com/Genuine/ShowPost.aspx?PostID=1255325&SiteID=25 before posting a question.

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

     

     

    Monday, April 30, 2007 10:43 PM
  • Hello,

    I got exact the same problem since the last updates 2 weeks ago.
    On startup the message appears that WGATray.exe has encountered a problem and needs to close.

    After looking in some posts I tried the MGADiag program with the same result.

    Some more tries I did:

    - reinstall above mentioned WindowsXP-KB905474-ENU-x86-Standalone
    - reinstall LegitCheckControl.dll (with registering)
    - reinstall WGAPluginInstall (ActiveX Control)  --> now IE7 and Firefox both produce an errormessage and need to be closed after I try to "Validate Windows" for some KB-downloads

    Everything worked fine since some years now ........ :-(


    The strange thing is: I also updated my parallel Vista installation and Vista crashed during that. After a restart Vista is no more working and XP has corrupted my background image !!!!! (Even no more viewable with a picture viewer....). A recovery and repair with the Vista CD is not possible so I fear I have to reinstall it.

    But my main problem is XP.

    Hope someone has an idea..........

    Thanks,
    Chris
    Tuesday, November 13, 2007 7:44 PM
  • Hello Chris,

     

    Let’s split your thread off so we may focus more attention on your particular situation.  Splitting threads are done to mitigate confusion caused by more than one posting about similar   topics allowing us to focus on each customer individually. 

    In order to receive the best support, we request all users to initially run the Genuine Diagnostics tool.  In turn the tool will try and identify the individual issue you may be experiencing.  Also, please provide a brief synopsis describing the issue including any error messages or codes. These can be found in the lower left hand corner of most Genuine Advantage Web pages when an error is encountered.

    Download and run the Genuine Diagnostics tool at this link http://go.microsoft.com/fwlink/?linkid=52012 , then click the “Windows” tab, click “Copy”, then paste the report into a response message in this thread.

     

     

     

    Thank you,

     

    Stephen Holm, MS

    Tuesday, November 13, 2007 7:54 PM
  • Hello,

    thanks for the fast reply ! :-)
    The problem is that even that Diag tool crashes after a click on "Continue".

    Here the error message:

    AppName: mgadiag.exe     AppVer: 1.7.66.0     ModName: msxml6.dll
    ModVer: 6.10.1200.0     Offset: 00061600

    And here the error message from WGATray.exe:

    AppName: wgatray.exe     AppVer: 1.7.18.5     ModName: msxml6.dll
    ModVer: 6.10.1200.0     Offset: 00061600

    Error messages in the browser are not accessible, as it crashes completely when trying to validate:

    AppName: iexplore.exe     AppVer: 7.0.6000.16544     ModName: msxml6.dll
    ModVer: 6.10.1200.0     Offset: 00061600


    It seems to be an issue with that XML-dll.........

    Here information on that file from ...\System32 folder:

    Size: 1,25 MB (1.320.800 Bytes)
    Size on HDD: 1,26 MB (1.323.008 Bytes)

    Created and last changed on: Tuesday, 15. May 2007, 14:43:10
    DIgital signature is available

    Chris







    Wednesday, November 14, 2007 8:12 PM
  • Chris,

     

    Interesting situation. Do you have all of your data backed up?  Please do me a favor before we proceed backup all of your files such as: pictures, music, movies, Microsoft Office documents (if you have any), email contacts, your favorites as well as any files which you deem important.  Please burn them to a DVD/CD Rom or move the files to an external or another internal disc should you have one. Having an external hard drive is a great back up tool.  What I find easy is establish one top level folder say calling it Chris Data :-). Next I created subfolders and folders within them as necessary. Move all your data to them. In turn this will make everything much easier because all you would need to do is grab the top folder Chris Data and back up to an external drive. 

     

    I really need to see your diag results but lets proceed and see if this will help. 

     

    You may be experiencing an issue with your XML services on the computer.  I will provide you the steps to resolve this XML issue.

     

     Fix (Part 1):

    1) Click “Start” button, then “Run”
    2) In the Run window, Type: regsvr32 msxml3.dll  <Click OK>
       (Note: This will register the msxml3.dll and the registry entry ‘HKEY_CLASSES_ROOT\MSXML.DOMDocument’ will be generated)
       If this does not work, the msxml3.dll may be missing or corrupt. Follow the below Fix (Part 2), in that case:

     

     Fix (Part 2):

    1) Go to the Microsoft XML Parser (MSXML) 3.0 Service Pack 7 (SP7) download page at:  http://www.microsoft.com/downloads/details.aspx?FamilyID=28494391-052b-42ff-9674-f752bdca9582&DisplayLang=en
    2) From the files available, download “msxml3.msi”
    3) Double click the file and follow the steps to install.
    4) Click “Start” button, then “Run...”
    5) In the Run window, Type: regsvr32 msxml3.dll  <Click OK>
     

     As I previously indicated please be sure to backup or otherwise offload any data from the hard disk prior making any changes in the registry. You should be okay because the files are being registried and no changes but still a good idea to ensure any critical data is saved. Please let us know if the above steps resolved your issues.  


    Thank you

    Stephen Holm, MS
    WGA Forum Manager

    Wednesday, November 14, 2007 10:00 PM
  • Hello,

    thanks for the information again !

    I tried the fix part Nr. 1 but still encountered the mentioned errors (no error during registering).
    I then tried your link but it is not valid and a search on microsoft.com has not found the mentioned file.
    I now uninstalled MSXML6.0 parser through the software dialog and all runs well again :-) *jiipiiieee*  (WGATray, MGADiag and also validation in IE7 and Firefox)

    I could try to reinstall that parser but for now I leave it like it is.

    Here the complete MGADiag extract, perhaps it still helps to analyze the problem, but it is taken after resolving the issue by a uninstall of MSXML6.0 as before an error occured right on the startup:

    Diagnostic Report (1.7.0066.0):
    -----------------------------------------
    WGA Data-->
    Validation Status: Genuine
    Validation Code: 0
    Online Validation Code: N/A
    Cached Validation Code: N/A
    Windows Product Key: *****-*****-3QY3K-KFDPR-J936G
    Windows Product Key Hash: o27oD4cHkqWs3WKBj8Ecw+hYyRQ=
    Windows Product ID: 76416-OEM-2175184-25458
    Windows Product ID Type: 3
    Windows License Type: OEM System Builder
    Windows OS version: 5.1.2600.2.00010300.2.0.hom
    CSVLK Server: N/A
    CSVLK PID: N/A
    ID: {10248EEE-8B51-408F-A154-AE8B127A74A7}(3)
    Is Admin: Yes
    TestCab: 0x0
    WGA Version: Registered, 1.7.59.1
    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:\FIREFO~1\MOZILL~1\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>{10248EEE-8B51-408F-A154-AE8B127A74A7}</UGUID><Version>1.7.0066.0</Version><OS>5.1.2600.2.00010300.2.0.hom</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-J936G</PKey><PID>76416-OEM-2175184-25458</PID><PIDType>3</PIDType><SID>S-1-5-21-1220945662-854245398-839522115</SID><SYSTEM><Manufacturer>GBT___</Manufacturer><Model>GBTUACPI</Model></SYSTEM><BIOS><Manufacturer>Award Software International, Inc.</Manufacturer><Version>F7</Version><SMBIOSVersion major="2" minor="3"/><Date>20061108000000.000000+000</Date></BIOS><HWID>43FD3A770184BA7B</HWID><UserLCID>0407</UserLCID><SystemLCID>0407</SystemLCID><TimeZone>Westeuropäische Normalzeit(GMT+01:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM/><BRT/></MachineData>      <Software><Office><Result>100</Result><Products><Product GUID="{911B0407-6000-11D3-8CFE-0050048383C9}"><LegitResult>100</LegitResult><Name>Microsoft Word 2002</Name><Ver>10</Ver><Val>15EC86A6FA787FE</Val><Hash>TY+4y6y5GURH1ENJVizYmt2VbJg=</Hash><Pid>54215-OEM-1693664-25151</Pid><PidType>4</PidType></Product></Products></Office></Software></GenuineResults> 


    Thursday, November 15, 2007 7:16 PM
  • Viperlein,

     

    I am glad everything worked out for you. Curious you couldnt get to that one website http://www.microsoft.com/downloads/details.aspx?FamilyID=28494391-052b-42ff-9674-f752bdca9582&DisplayLang=en ?

     

    Take care

     

    Stephen Holm, MS

    Thursday, November 15, 2007 10:16 PM
  • Diagnostic Report (1.9.0027.0):
    -----------------------------------------
    Windows Validation Data-->
    Validation Status: Genuine
    Validation Code: 0
    Cached Validation Code: N/A
    Windows Product Key: *****-*****-GD6GR-K6DP3-4C8MT
    Windows Product Key Hash: s2kt66ZJWfV4nS1wFD5F9bxTSDw=
    Windows Product ID: 76477-OEM-2111907-00102
    Windows Product ID Type: 2
    Windows License Type: OEM SLP
    Windows OS version: 5.1.2600.2.00010300.3.0.hom
    ID: {A2653575-6D49-4F0F-9972-7E9F94DA46BB}(3)
    Is Admin: Yes
    TestCab: 0x0
    LegitcheckControl ActiveX: Registered, 1.7.69.2
    Signed By: Microsoft
    Product Name: N/A
    Architecture: N/A
    Build lab: N/A
    TTS Error: N/A
    Validation Diagnostic: 025D1FF3-230-1
    Resolution Status: N/A

    Vista WgaER Data-->
    ThreatID(s): N/A
    Version: N/A

    Windows XP Notifications Data-->
    Cached Result: 0
    File Exists: Yes
    Version: 1.7.18.5
    WgaTray.exe Signed By: N/A, hr = 0x80096010
    WgaLogon.dll Signed By: Microsoft

    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: 100 Genuine
    Microsoft Office Basic Edition 2003 - 100 Genuine
    OGA Version: N/A, 0x80070002
    Signed By: N/A, hr = 0x80070002
    Office Diagnostics: B4D0AA8B-604-645_025D1FF3-230-1_E2AD56EA-765-d003_E2AD56EA-766-0_E2AD56EA-134-80004005

    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>{A2653575-6D49-4F0F-9972-7E9F94DA46BB}</UGUID><Version>1.9.0027.0</Version><OS>5.1.2600.2.00010300.3.0.hom</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-4C8MT</PKey><PID>76477-OEM-2111907-00102</PID><PIDType>2</PIDType><SID>S-1-5-21-900345091-2930409960-2866243807</SID><SYSTEM><Manufacturer>Dell Computer Corporation</Manufacturer><Model>Dell DE051                   </Model></SYSTEM><BIOS><Manufacturer>Dell Computer Corporation</Manufacturer><Version>A01</Version><SMBIOSVersion major="2" minor="3"/><Date>20060103000000.000000+000</Date><SLPBIOS>Dell System,Dell Computer,Dell System,Dell System</SLPBIOS></BIOS><HWID>19B73CE70184606C</HWID><UserLCID>0409</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>Eastern Standard Time(GMT-05:00)</TimeZone><iJoin>0</iJoin><SBID><stat>2</stat><msppid></msppid><name>Dell Dimension DE051</name><model></model></SBID><OEM/><GANotification><File Name="WgaTray.exe" Version="1.7.18.5"/><File Name="WgaLogon.dll" Version="1.7.18.5"/></GANotification></MachineData><Software><Office><Result>100</Result><Products><Product GUID="{91130409-6000-11D3-8CFE-0150048383C9}"><LegitResult>100</LegitResult><Name>Microsoft Office Basic Edition 2003</Name><Ver>11</Ver><Val>8384E7C73212F1C</Val><Hash>ORUrY33SKNXSA+uVO9Yk/tdftFY=</Hash><Pid>73102-OEM-5691034-51380</Pid><PidType>6</PidType></Product></Products><Applications><App Id="16" Version="11" Result="100"/><App Id="1A" Version="11" Result="100"/><App Id="1B" Version="11" Result="100"/></Applications></Office></Software></GenuineResults> 

    Licensing Data-->
    N/A

    Windows Activation Technologies-->
    N/A

    HWID Data-->
    N/A

    OEM Activation 1.0 Data-->
    BIOS string matches: yes
    Marker string from BIOS: 1B2B6:Dell Inc|1B2B6:Microsoft Corporation
    Marker string from OEMBIOS.DAT: Dell System,Dell Computer,Dell System,Dell System

    OEM Activation 2.0 Data-->
    N/A

     

    Monday, May 24, 2010 10:50 PM
  • Hello BrokenComputer,

    Please do not piggyback on someone else's thread, especially one that is about 2-1/2 years old!

    Please start your own thread and include your mgadiag report as well as a description of the problem you are encountering.

    Thanx!


    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
    Tuesday, May 25, 2010 3:00 AM
  • "Dan at IT Associates" wrote in message
    news:6ec7f336-4dfd-46f1-b6fe-cd4e0609012c...
    > Hello BrokenComputer,
     
    >... a description of the problem you are encountering.
     
     
    .....especially when the report looks as if it's a Genuine OS anyhow!
     
     
    --
    Noel Paton
    CrashFixPC
     
    Nil Carborundum Illegitemi
    www.crashfixpc.co.uk
     
     

    Noel Paton | CrashFixPC | Nil Carborundum Illegitemi | http://www.crashfixpc.co.uk
    Thursday, May 27, 2010 8:35 AM
    Moderator