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Windows 7 - This is not a genuine copy

    Question

  • This was my first question,

    I have bought a laptop for my partner and after a week the pre-installed windows 7 is now saying that it is not genuine - even when doing the valisation test on the microsoft website. After calling Microsoft tech support a number of times and being cut off by them when they cannot fix the issue (and spending lots of money as we are travelling, we are still no further on. I've read lots of similar issues with this and we have tried them all - trying to activate through system properties (couldn't see where to activate), looking on the Microsoft website to check and validate (it says it's not a genuine copy even though it came pre-installed on the laptop), typing in the slui.exe 4 to activate by phone (this is where we've been passed around and around and then cut off three times now when they can't help). No one seems to be able to get us to the page to put in the information (product key). Now we're not sure what to do or how to get it resolved. We were told that we would need to pay 46 pounds to get assistance from a consultant - surely that's not right. Can anyone please help??

    Many thanks in advance

    Then Noel responded with this,

    http://go.microsoft.com/fwlink/?linkid=52012
     
    Please create a diagnostic report with that tool, click the copy button and
    paste the results in the Genuine Windows 7 forum...
    http://social.microsoft.com/Forums/en-US/genuinewindows7/threads

    Below is the diagnostic report, all help appreciated,

    Diagnostic Report (1.9.0027.0):
    -----------------------------------------
    Windows Validation Data-->

    Validation Code: 0x8004FE22
    Cached Online Validation Code: 0x0
    Windows Product Key: *****-*****-CTMG6-CCMJY-X8XG7
    Windows Product Key Hash: 9hCdTFtXWg9AkIVdX9AV3KAcwrQ=
    Windows Product ID: 00342-OEM-8992752-30013
    Windows Product ID Type: 2
    Windows License Type: OEM SLP
    Windows OS version: 6.1.7600.2.00010300.0.0.011
    ID: {9076E3A8-A123-4357-B149-D1F889D4635E}(3)
    Is Admin: Yes
    TestCab: 0x0
    LegitcheckControl ActiveX: N/A, hr = 0x80070002
    Signed By: N/A, hr = 0x80070002
    Product Name: Windows 7 Starter
    Architecture: 0x00000000
    Build lab: 7600.win7_gdr.100226-1909
    TTS Error: T:20100502140107337-
    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: 102
    Microsoft Office Home and Student 2007 - 100 Genuine
    OGA Version: Registered, 2.0.48.0
    Signed By: Microsoft
    Office Diagnostics: 77F760FE-153-80070002_7E90FEE8-175-80070002_025D1FF3-364-80041010_025D1FF3-229-80041010_025D1FF3-230-1_025D1FF3-517-80040154_025D1FF3-237-80040154_025D1FF3-238-2_025D1FF3-244-80070002_025D1FF3-258-3_B4D0AA8B-920-80070057

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Win32)
    Default Browser: C:\Program Files\Mozilla Firefox\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-->
    File Mismatch: C:\windows\system32\systemcpl.dll[6.1.7600.16385], Hr = 0x800b0100
    File Mismatch: C:\windows\system32\user32.dll[6.1.7600.16385], Hr = 0x800b0100

    Other data-->
    Office Details: <GenuineResults><MachineData><UGUID>{9076E3A8-A123-4357-B149-D1F889D4635E}</UGUID><Version>1.9.0027.0</Version><OS>6.1.7600.2.00010300.0.0.011</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-X8XG7</PKey><PID>00342-OEM-8992752-30013</PID><PIDType>2</PIDType><SID>S-1-5-21-1604427096-4245133046-2222206824</SID><SYSTEM><Manufacturer>SAMSUNG ELECTRONICS CO., LTD.</Manufacturer><Model>N220                       </Model></SYSTEM><BIOS><Manufacturer>Phoenix Technologies Ltd.</Manufacturer><Version>02JG.M024.20100111.RHU</Version><SMBIOSVersion major="2" minor="5"/><Date>20100111000000.000000+000</Date></BIOS><HWID>71BA0600018400E4</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>SECCSD</OEMID><OEMTableID>LH43STAR</OEMTableID></OEM><GANotification/></MachineData><Software><Office><Result>102</Result><Products><Product GUID="{91120000-002F-0000-0000-0000000FF1CE}"><LegitResult>100</LegitResult><Name>Microsoft Office Home and Student 2007</Name><Ver>12</Ver><PidType>19</PidType></Product></Products><Applications><App Id="16" Version="12" Result="100"/><App Id="18" Version="12" Result="100"/><App Id="1B" Version="12" Result="100"/><App Id="A1" Version="12" Result="100"/></Applications></Office></Software></GenuineResults>  

    Spsys.log Content: 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

    Licensing Data-->
    Input Error: Can not find script file "C:\windows\system32\slmgr.vbs".

    Windows Activation Technologies-->
    HrOffline: 0x8004FE22
    HrOnline: N/A
    HealthStatus: 0x0000000000000800
    Event Time Stamp: 5:5:2010 16:03
    ActiveX: Registered, Version: 7.1.7600.16395
    Admin Service: Registered, Version: 7.1.7600.16395
    HealthStatus Bitmask Output:
    Tampered File: %systemroot%\system32\slui.exe|slui.exe.mui|COM Registration


    HWID Data-->
    HWID Hash Current: LgAAAAAAAQABAAIAAAABAAAAAwABAAEAnJ9w7O6tJqAulR6DCvic2eALwJZyGQ==

    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            INTEL                 
      HPET            PTLTD         HPETTBL
      BOOT            PTLTD         $SBFTBL$
      MCFG            PTLTD           MCFG  
      SLIC            SECCSD        LH43STAR
      SSDT            PmRef        Cpu0Tst
      SSDT            PmRef        Cpu0Tst
      SSDT            PmRef        Cpu0Tst


    Thanks for any help,

    Brockleysam

    Wednesday, May 05, 2010 3:43 PM

Answers

  • Hi, Brockleysam - glad you made it this far :)
    I'm NOT qualified to read much into the report - bur a few points
    immediately spring to the fore:-
    File Scan Data-->
    File Mismatch: C:\windows\system32\systemcpl.dll[6.1.7600.16385], Hr =
    0x800b0100
    File Mismatch: C:\windows\system32\user32.dll[6.1.7600.16385], Hr =
    0x800b0100
     
    These indicate that there's some pretty serious problems with major system
    files!
    Windows Activation Technologies-->
    HrOffline: 0x8004FE22
     
    This indicates that WAT has tried to fix the files and failed for some
    reason
     
    Spsys.log Content:
    I'm not sure what this indicates - but it's very different to what most
    others see.
     
    First off, I'd try a SFC /SCANNOW (from an elevated command prompt window),
    and see if that changes the report at all when you re-run it.
     
    You should also make sure that your Software Protection Service is switched
    to Automatic(Delayed start) in the services. Many people mistakenly believe
    that switching this service off speeds up the machine - in fact it's not
    actually running for more than about 1% of the time, and then only consumes
    a small portion of the CPU, while it performs its duties, before going back
    to sleep.
     
     
    --
    Noel Paton
    CrashFixPC
     
    Nil Carborundum Illegitemi
    www.crashfixpc.co.uk
     
     
    Wednesday, May 05, 2010 4:31 PM
    Moderator
  • Noel is correct.

    To expand on the fixes Noel has suggested, here are detail steps to do the sfc /scannow and I also included steps to do a System Restore.

    a. System Scan. The scan will look for bad Windows files and will attempt to repair them, if possible.

    1) Click the Start Button
    2) Type: cmd.exe
    3) Right-click the cmd.exe file and select 'Run as Administrator'
    4) In the CMD window, type: sfc /scannow
    5) Reboot and see if that resolves the issue.


    b. Repairing Windows using System Restore:

    1) Click the Start button
    2) In the Start Search field, type: System Restore and hit “Enter”
    3) Select "Choose Different Restore Point", Put a check in the box that says "Show restore points older than 5 days", select the restore point that corresponds to the date Before you first noticed the issue.
    4) Click the "Next" button.
    5) Reboot and see if that resolves the issue.


    If neither of these sets of steps resolves the issue, my only other suggestions would be either to create a (no cost) suport request at http://support.microsoft.com/gp/contactwga or reinstall.

    Thank you,


    Darin MS
    Wednesday, May 05, 2010 6:24 PM
    Owner

All replies

  • Hi, Brockleysam - glad you made it this far :)
    I'm NOT qualified to read much into the report - bur a few points
    immediately spring to the fore:-
    File Scan Data-->
    File Mismatch: C:\windows\system32\systemcpl.dll[6.1.7600.16385], Hr =
    0x800b0100
    File Mismatch: C:\windows\system32\user32.dll[6.1.7600.16385], Hr =
    0x800b0100
     
    These indicate that there's some pretty serious problems with major system
    files!
    Windows Activation Technologies-->
    HrOffline: 0x8004FE22
     
    This indicates that WAT has tried to fix the files and failed for some
    reason
     
    Spsys.log Content:
    I'm not sure what this indicates - but it's very different to what most
    others see.
     
    First off, I'd try a SFC /SCANNOW (from an elevated command prompt window),
    and see if that changes the report at all when you re-run it.
     
    You should also make sure that your Software Protection Service is switched
    to Automatic(Delayed start) in the services. Many people mistakenly believe
    that switching this service off speeds up the machine - in fact it's not
    actually running for more than about 1% of the time, and then only consumes
    a small portion of the CPU, while it performs its duties, before going back
    to sleep.
     
     
    --
    Noel Paton
    CrashFixPC
     
    Nil Carborundum Illegitemi
    www.crashfixpc.co.uk
     
     
    Wednesday, May 05, 2010 4:31 PM
    Moderator
  • Noel is correct.

    To expand on the fixes Noel has suggested, here are detail steps to do the sfc /scannow and I also included steps to do a System Restore.

    a. System Scan. The scan will look for bad Windows files and will attempt to repair them, if possible.

    1) Click the Start Button
    2) Type: cmd.exe
    3) Right-click the cmd.exe file and select 'Run as Administrator'
    4) In the CMD window, type: sfc /scannow
    5) Reboot and see if that resolves the issue.


    b. Repairing Windows using System Restore:

    1) Click the Start button
    2) In the Start Search field, type: System Restore and hit “Enter”
    3) Select "Choose Different Restore Point", Put a check in the box that says "Show restore points older than 5 days", select the restore point that corresponds to the date Before you first noticed the issue.
    4) Click the "Next" button.
    5) Reboot and see if that resolves the issue.


    If neither of these sets of steps resolves the issue, my only other suggestions would be either to create a (no cost) suport request at http://support.microsoft.com/gp/contactwga or reinstall.

    Thank you,


    Darin MS
    Wednesday, May 05, 2010 6:24 PM
    Owner
  • "Darin Smith MS" wrote
    > Noel is correct.
     
    <phew!>
     
     
     
     
    Wednesday, May 05, 2010 7:17 PM
    Moderator
  • Hi Noel and Darin

    Took your advice and things have now returned to normal, I have restored it to the dates before some of the windows updates took place and this seems to have done the trick. Wonder if the updates had something to do with things? Might this happen again?

    Anyway, just wanted to thank you to you both for your time and effort in helping me to resolve this very frustrating situation, really appreciate it.

    Noel, if you have more info on the Software Protection Service, I would appreciate having that too (i.e. how to do it).

     

    Thanks again

    Brockleysam

     

     

    Thursday, May 06, 2010 4:47 PM
  •  
    > Noel, if you have more info on the Software Protection Service, I would
    > appreciate having that too (i.e. how to do it).
    >
     
    "How to do it?"
    put your left left in... <g>
    Seriously, though, I assume you mean "how do I check the state of the
    Software Protection Service?"
    To do this (the easy way), we need to open the Services Management Console.
    Click the Start button - in the Search box, type
    SERVICES.MSC
    (note the 'dot')
    and either hit the return key , or click on the Services Icon that should
    appear in the search results
     
    Accept the UAC prompt if it appears (or type in admin credentials, if you're
    in a limited account)
    The Services MMC window should come up
    in the right-hand side is a list of the User-configurable services.
    Don't fiddle - but it can be an interesting afternoon's work reading the
    list and finding out what everything does :).
    In the list - look for the Software Protection Service and double-click its
    entry in the list - this brings up the Property pages.
    In the General page, you'll see a dropdown list for 'Startup type:' - the
    options are there.... Disabled, Manual, Automatic (Delayed start), and
    Automatic.
    Note that .Manual doesn't mean that the User has to intervene to start the
    service - just that the service is normally off, until something triggers
    it to start (usually another service)
    Automatic means that the service starts automatically (usually during boot
    or soon after), but may switch itself off after starting, if it's not
    required.
    Automatic(delayed start) means that the service will always start, but that
    it's dependent on something else being functional (in SPS's case, I believe
    it waits for an internet connection, or at least the probability of one), so
    the start is delayed for a while after boot until the system is a little
    less overloaded. This means that the system can be available for the User
    earlier, and everyone, is generally happy <g>
    Disabled means that the service is *not allowed* to start - disabling the
    wrong service, can have dire effects on your system, so make sure that you
    understand what and why before doing it!
     
    HTH?
     
     
    --
    Noel Paton
    CrashFixPC
     
    Nil Carborundum Illegitemi
    www.crashfixpc.co.uk
     
     
    Thursday, May 06, 2010 5:54 PM
    Moderator
  •  Wonder if the updates had something to do with things? Might this happen again?


      It is possible but usually very rare, especally with Windows 7, so it shouldn't reoccur. 

      However, if it does, System Restore again and then install each update one at a time till you identify which one is causing the problem. Once you identify the source of the problem, go to the Windows Update support page at http://support.microsoft.com/ph/6527#tab0 and then click the link in the upper right corner (under "Get Help Now"). That will take you to a choice of different types of live Windows Update support (some combination of phone, chat and/or email). My understanding is that Windows Update problems are supported at no cost.

    Hope that helps,


    Darin MS
    Thursday, May 06, 2010 6:09 PM
    Owner