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Genuine advantage crashes my pc's RRS feed

  • Question

  • Hi,

    Purchased 9 optiplex 755 dell machines with Windows XP Pro installed as a custom image through NYS preconfiguration.  After activating windows and setting the PC up on the network, windows says that WGA is ready to be downloaded and installed.  I download and install the update which freezes the machine.  Upon rebooting the machine will no longer boot normally. It will only work in safe mode.  I have restored to original factory settings and it works fine until I try to install the WGA update, same problem.  Dell states that I should never update the WGA and that it is a Microsoft issue.  Any help on this would be appreciated. 
    Wednesday, April 22, 2009 11:46 PM

Answers

  • Hello John,

    Yes please contact NY state and inquire how the images are prepared. Based on my experiences customers purchase computers and then design their own images and deploy them accordingly. Curious do you work in the systems administration deptartment? I recommend working with your systems administration management for details. This may fall outside out support scope. Next I would like for you to run the MGA Diagnostic Tool on one of the machines in question so we may analyze what you are experiencing.

    Take care and thank you John,

    Stephen :-)


    Attention All Forum Users: Please Do Not post your issue in someone else's Thread...Create your own which will help minimize confusion. If any post fixes your issue, please click the "Post was Helpful" button for that post. This will help us showcase the threads that best help our customers. Thank you, Stephen Holm
    • Marked as answer by Stephen Holm Monday, April 27, 2009 4:46 PM
    Monday, April 27, 2009 4:45 PM
  • Hello John,

    Thank you for taking time and providing us with the MGA Results. Everything appears okay. Are you the system's administrator? As I previously mentioned based on my experiences customers purchase computers and then design their own images and deploy them accordingly. Next are you using a Volume Licening Key "VLK" licensing then casting images accordingly? Acitvation and Validation occurs differently for VLK Licensing withing WGA processes. Please contact your Vendor Account Manager "VAM" and/or your Techicnal Account Manager "TAM". They are the experts regarding VLK Licensing for business accounts. 

     

     

    Take care John,

    Stephen


    Attention All Forum Users: Please Do Not post your issue in someone else's Thread...Create your own which will help minimize confusion. If any post fixes your issue, please click the "Post was Helpful" button for that post. This will help us showcase the threads that best help our customers. Thank you, Stephen Holm
    • Marked as answer by Stephen Holm Tuesday, April 28, 2009 10:09 PM
    Tuesday, April 28, 2009 9:59 PM

All replies

  • hello John :-),

    Please follow the steps outlined below as it could either resolve your issue or, if need be, provide us with additional information to determine the cause of this issue.

     

    1.      Ensure you log onto the computer experiencing the issue with “Administrator” rights.

    2.      Next we would like to confirm that you are running the most current version of the Genuine Advantage control on your computer. In order to do this please follow the below link and choose the “Validate Office” option.

     

    http://www.microsoft.com/genuine

    If the above steps did not resolve your issue lets continue with the steps below.

    If you could also please follow the steps outlined below, the diagnostics Web Site will attempt to resolve the validation errors you are experiencing with Office.

    http://www.microsoft.com/Genuine/diag/RunDiags.aspx?displayLang=en

    Next follow the on-screen prompts to resolve the issue if any of the checks at the above site fail. If, after attempting to resolve the issue as per the instructions on the above site fails, please refer to the link below and run the MGA Diagnostics tool:

     

    http://go.microsoft.com/fwlink/?linkid=52012

     

    You will be prompted to either “Run” or “Save” the tool. Choose to “Run” the tool and follow the on-screen prompts. You will receive an “Internet Explorer-Security Warning” dialog box for the “Windows Genuine Advantage Diagnostic Tool”; you must choose to “Run” this tool when prompted.

     

    Once you are presented with the Diagnostics tool choose “Continue” to run the diagnostic report. If the “RESOLVE” button is available after running the diagnostics, please click “RESOLVE” to allow the diagnostic tool to attempt a repair.

     

    1.      After running the MGA Diagnostic tool, click on the “Windows” tab and then click on “Copy”.

    2.      Please return to this post and “Paste” the results here for additional review.

     

    Step 2 is to look on the computer itself, in the documentation 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

     

    NOTE: The data collected with the Genuine Diagnostics Tool does NOT contain any information that can personally identify you and can be fully reviewed, by you, before being posted.

    Thank you


    Stephen


    Attention All Forum Users: Please Do Not post your issue in someone else's Thread...Create your own which will help minimize confusion. If any post fixes your issue, please click the "Post was Helpful" button for that post. This will help us showcase the threads that best help our customers. Thank you, Stephen Holm
    Wednesday, April 22, 2009 11:54 PM
  • I have not installed the WGA update yet as this disables my system.  Can I proceed with the instructions you provided anyway? Also This Windows XP Pro pre-installed by dell as a VISTA downgrade.

    Thanks for the quick response.

    John
    Thursday, April 23, 2009 12:25 AM
  • John,

    Yes please try... I need to get the results from the MGA Diagnostic Tool. In turn this will allow us to see what you are experiencing with a given system. 


    Thank you :-)


    Stephen


    Attention All Forum Users: Please Do Not post your issue in someone else's Thread...Create your own which will help minimize confusion. If any post fixes your issue, please click the "Post was Helpful" button for that post. This will help us showcase the threads that best help our customers. Thank you, Stephen Holm
    Thursday, April 23, 2009 12:56 AM
  • What is NYS preconfiguration?
    For great advice on all topics XP, visit http://www.annoyances.org/exec/forum/winxp
    Thursday, April 23, 2009 4:55 AM
  • When we order a pc off of the NY state bid, it is preconfigured for us by dell.  The state asks for a certain image.  I don't know what the difference is but I do not believe they all have the same image and share one XP Pro license.  Is that even possible?  Anyway I will follow your instructions tomorrow when I am working on the PC's again.  I appreciate you trying to help.  I also have calls into the state people and Dell to see who can resolve this.  Dell says they cannot, it is a microsoft issue.... so I am sort of getting the run around. 


    Thanks,

    John
    Sunday, April 26, 2009 1:27 AM
  • Hello John,

    Yes please contact NY state and inquire how the images are prepared. Based on my experiences customers purchase computers and then design their own images and deploy them accordingly. Curious do you work in the systems administration deptartment? I recommend working with your systems administration management for details. This may fall outside out support scope. Next I would like for you to run the MGA Diagnostic Tool on one of the machines in question so we may analyze what you are experiencing.

    Take care and thank you John,

    Stephen :-)


    Attention All Forum Users: Please Do Not post your issue in someone else's Thread...Create your own which will help minimize confusion. If any post fixes your issue, please click the "Post was Helpful" button for that post. This will help us showcase the threads that best help our customers. Thank you, Stephen Holm
    • Marked as answer by Stephen Holm Monday, April 27, 2009 4:46 PM
    Monday, April 27, 2009 4:45 PM
  • I am currently fighting with Dell, they apparently made a mistake and now realize that this is not a custom image.  We shall see where this goes from here.  I still may need your help if you don't mind, in case they drop the ball.

    Thank you,

    John
    Tuesday, April 28, 2009 9:05 PM
  • Here is the diagnostic report anyway, now I will shut down the pc and see if it will start.

    Diagnostic Report (1.9.0006.1):
    -----------------------------------------
    WGA Data-->
    Validation Status: Genuine
    Validation Code: 0
    Online Validation Code: N/A
    Cached Validation Code: N/A
    Windows Product Key: *****-*****-T6DFB-Y934T-YD4YT
    Windows Product Key Hash: 3g4CZGFEDgbKmn/oB4pa2FZsssU=
    Windows Product ID: 76487-OEM-2211906-00102
    Windows Product ID Type: 2
    Windows License Type: OEM SLP
    Windows OS version: 5.1.2600.2.00010100.3.0.pro
    ID: {C7ECA47B-D1B9-4617-8A8A-B5F3F1BF3BA9}(3)
    Is Admin: Yes
    TestCab: 0x0
    WGA Version: 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

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

    WGA 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
    WGATray.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: 025D1FF3-230-1

    Browser Data-->
    Proxy settings: N/A
    User Agent: Mozilla/4.0 (compatible; MSIE 6.0; 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>{C7ECA47B-D1B9-4617-8A8A-B5F3F1BF3BA9}</UGUID><Version>1.9.0006.1</Version><OS>5.1.2600.2.00010100.3.0.pro</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-YD4YT</PKey><PID>76487-OEM-2211906-00102</PID><PIDType>2</PIDType><SID>S-1-5-21-3005972235-2888507511-737809299</SID><SYSTEM><Manufacturer>Dell Inc.</Manufacturer><Model>OptiPlex 755                 </Model></SYSTEM><BIOS><Manufacturer>Dell Inc.</Manufacturer><Version>A12</Version><SMBIOSVersion major="2" minor="5"/><Date>20081209000000.000000+000</Date><SLPBIOS>Dell System,Dell Computer,Dell System,Dell System</SLPBIOS></BIOS><HWID>E9183B4701844078</HWID><UserLCID>0409</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>Eastern Standard Time(GMT-05:00)</TimeZone><iJoin>1</iJoin><SBID><stat>2</stat><msppid></msppid><name>Dell Optiplex 755</name><model></model></SBID><OEM/><GANotification/></MachineData><Software><Office><Result>109</Result><Products/><Applications/></Office></Software></GenuineResults> 

    Licensing Data-->
    N/A

    HWID Data-->
    N/A

    OEM Activation 1.0 Data-->
    BIOS string matches: yes
    Marker string from BIOS: 1A0E7:Dell Inc|1A0E7:Microsoft Corporation
    Marker string from OEMBIOS.DAT: Dell System,Dell Computer,Dell System,Dell System

    OEM Activation 2.0 Data-->
    N/A

     

    Tuesday, April 28, 2009 9:35 PM
  • Hello John,

    Thank you for taking time and providing us with the MGA Results. Everything appears okay. Are you the system's administrator? As I previously mentioned based on my experiences customers purchase computers and then design their own images and deploy them accordingly. Next are you using a Volume Licening Key "VLK" licensing then casting images accordingly? Acitvation and Validation occurs differently for VLK Licensing withing WGA processes. Please contact your Vendor Account Manager "VAM" and/or your Techicnal Account Manager "TAM". They are the experts regarding VLK Licensing for business accounts. 

     

     

    Take care John,

    Stephen


    Attention All Forum Users: Please Do Not post your issue in someone else's Thread...Create your own which will help minimize confusion. If any post fixes your issue, please click the "Post was Helpful" button for that post. This will help us showcase the threads that best help our customers. Thank you, Stephen Holm
    • Marked as answer by Stephen Holm Tuesday, April 28, 2009 10:09 PM
    Tuesday, April 28, 2009 9:59 PM
  • Thought you might like to know that I resolved the issue.  I am with the IT department by the way.  Dell messed up and thought we had custom image machines CFI bu they were wrong.  I hate it when I second guess myself.  Anyway, I went through every windows update, 1 at a time restarting after each one until I found the one that froze the PC.  It was KB958690.  That was incampatible with the ATI Rdeon HD2400XT driver. 

    Solution:  Updated the driver (only) and all is working properly.  Amazing how Dell has become so terrible with their customer support. 

    Thank you so much for you assistance.

    Regards,


    John
    Wednesday, April 29, 2009 7:20 PM
  • Hey John,

    Sorry to hear about all the glitches you experienced. We are glad everything has worked out so you can get all the systems operational. Also thank you for providing us with an update.


    Take care John and if you need future WGA support stop on by :-).


    Stephen
    Attention All Forum Users: Please Do Not post your issue in someone else's Thread...Create your own which will help minimize confusion. If any post fixes your issue, please click the "Post was Helpful" button for that post. This will help us showcase the threads that best help our customers. Thank you, Stephen Holm
    Wednesday, April 29, 2009 8:58 PM