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Win XP SP3 - Unable to download troubleshooters. Please check internet connection? RRS feed

  • General discussion

  • Just to tell you it is not the OS that is a problem here.

    IE8 installed but we are behind a proxy server. Hmmm I guess Fix-It wants a direct link to the servers? Maybe time to put in some code to make it work with any proxy solution (even a non Microsoft one)?

    Ok, I give you this is beta software but a functional test before release would have been nice...

    Monday, April 26, 2010 12:55 PM

All replies

  • Dear Customer,

    Thank you for your interest in Microsoft Fix it Center (beta).

    I am sorry to hear about the problem you encountered when installing the Fix it Center application. Please kindly note that at first release, the primary audience Microsoft Fix it Center (beta) targets at is home consumers with direct Internet access.

    Use of proxy server is not a scenario we aim at with the first release. We'll look at supporting proxy server scenarios in the future. To do so, I'd like better understand the configuration of your computer system. Would you mind providing a bit more information?

    Is there a firewall client installed on the computer? ISA Firewall Client is one of the examples.

    And could you please elaborate to me the proxy configuration settings on the Local Area Network settings popup from the Connections tab of the Internet Options settings page, including states of the "automatically detect settings" checkbox, the "use automatic configuration script" checkbox and its associated URL textbox, as well as all settings in the "Proxy server" section right below?

     

    Regards,

    Daniel Chow

    Sr. Software Development Engineer

    Product Quality & Online

    Microsoft Corporation

     

    This email is provided "AS IS" with no warranties, and confers no rights.

    Tuesday, April 27, 2010 11:28 AM
    Moderator
  • Manual proxy

    HTTP

    172.x.x.x port 8080 for all protocols, this is a novell BorderManager

    exceptions for local network and the IP-ranges in use on the network here (10.* 172.* etc)

    No firewall client

     

    I think there's a proxy running on another box on port 3128, that might be a Squid proxy, might be able to switch to that if i have to for testing. You say direct internet access, does that exclude routers as well then? Most if not all people are running behind a router/firewall these days, even at home, so they have private IP-addresses in use, not public.

    Tuesday, April 27, 2010 11:58 AM
  • Dear Customer,

    Thanks for the information you provided.

    By direct Internet access, I referred to computers that connect to the Internet through LAN, WLAN or dial-up connections without need for further configurations on them(including firewall clients and proxy server settings). Routers are not excluded in that definition as they are external devices. Most home consumers are not expected to know how to set up firewall clients or configure proxy server settings.

    Could you please see whether your proxy servers allow outbound traffic from an anonymous user or a computer system account to Internet facing servers including go.microsoft.com and fixitcenterws.support.microsoft.com?

     

    Regards,

    Daniel Chow

    Sr. Software Development Engineer

    Product Quality & Online

    Microsoft Corporation

     

    This email is provided "AS IS" with no warranties, and confers no rights.

    Tuesday, April 27, 2010 12:12 PM
    Moderator
  • http://go.microsoft.com will land me on http://search.microsoft.com/?mkt=en,EN-US;Q=0.7,NL;Q=0.3

    the other gives an 403 access denied, "You do not have permission to view this directory or page using the credentials that you supplied"

     

    Tuesday, April 27, 2010 1:40 PM
  • http://go.microsoft.com will land me on http://search.microsoft.com/?mkt=en,EN-US;Q=0.7,NL;Q=0.3

    the other gives an 403 access denied, "You do not have permission to view this directory or page using the credentials that you supplied"

     


    Thanks for your feedbacks. We'll look into the proxy scenarios in the future.

     

    Regards,

    Daniel Chow

    Sr. Software Development Engineer

    Product Quality & Online

    Microsoft Corporation

     

    This email is provided "AS IS" with no warranties, and confers no rights.

    Tuesday, April 27, 2010 2:14 PM
    Moderator
  • May I get one more piece of information. Do you see any warning and error events shown in the Application section under the Windows Logs for the MatSvc event source? To find such events,

    1. Run "eventvwr.msc" from the Start menu or the Run box (with the Start-R key).

    2. Expand "Windows Logs" on the left pane. Select "Application" under the expanded "Windows Logs" node.

    3. Click on "Filter Current Log..." on the Actions pane on the right.

    4. Select "MatSvc" from the "Event sources" dropdown box. Hit OK.

    5. Select all the events shown and right click on any of them. On the popup menu that came up, select Copy -> Copy Details as Text.

    6. Paste the copied text to this thread.

     

    Regards,

    Daniel Chow

    Sr. Software Development Engineer

    Product Quality & Online

    Microsoft Corporation

     

    This email is provided "AS IS" with no warranties, and confers no rights.

    Tuesday, April 27, 2010 8:09 PM
    Moderator
  • Type gebeurtenis:    Waarschuwing
    Bron van gebeurtenis:    MatSvc
    Categorie van gebeurtenis:    Geen
    Gebeurtenis-ID:    12
    Datum:        28-04-2010
    Tijd:        11:07:25
    Gebruiker:        n.v.t.
    Computer:    xxxxxxx
    Beschrijving:
    The MATS service encountered a failure when getting HTTP proxy settings. hr=0x80072EE6
    .Keyword:GetUrlProxyInfo


    Zie Help en ondersteuning op http://go.microsoft.com/fwlink/events.asp voor meer informatie.

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


    Type gebeurtenis:    Fout
    Bron van gebeurtenis:    MatSvc
    Categorie van gebeurtenis:    Geen
    Gebeurtenis-ID:    3
    Datum:        28-04-2010
    Tijd:        11:07:38
    Gebruiker:        n.v.t.
    Computer:    xxxxxxx
    Beschrijving:
    The MATS service encountered a web service failure. hr=0x80072EFD


    Zie Help en ondersteuning op http://go.microsoft.com/fwlink/events.asp voor meer informatie.
    ************

    warning, MatSvc, event ID 12, The MATS service encountered a failure when getting HTTP proxy settings. hr=0x80072EE6
    .Keyword:GetUrlProxyInfo

    error, MatSvc, event ID 3, The MATS service encountered a web service failure. hr=0x80072EFD

    Wednesday, April 28, 2010 9:09 AM
  • same problem

    matsvi event : hr=0x80190195

     

    Thursday, April 29, 2010 4:01 PM
  • matsvi event : hr=0x80190195

    @daniel43

    Please kindly copy the whole message from the Event Viewer and paste it to this thread. That way, I can better understand the problem you encountered. Thank you.

    Regards,

    Daniel Chow

    Sr. Software Development Engineer

    Product Quality & Online

    Microsoft Corporation

     

    This email is provided "AS IS" with no warranties, and confers no rights.

    Monday, May 3, 2010 5:08 AM
    Moderator
  • I have read all of the above messages.  I have an always on connection with no proxy.  If my firewall blocks something, it notifies me.  It did not do this.

    The following is my error when I followed the steps above.

    Do you have a solution yet Daniel Chow?  Thank you.

    Event Type: Error
    Event Source: MatSvc
    Event Category: None
    Event ID: 3
    Date:  6/5/2010
    Time:  5:34:02 AM
    User:  N/A
    Computer: xxxxxxxxxxxxxxx
    Description:
    The MATS service encountered a web service failure. hr=0x80072EFD

    and

    Event Type: Warning
    Event Source: MatSvc
    Event Category: None
    Event ID: 12
    Date:  6/5/2010
    Time:  5:34:02 AM
    User:  N/A
    Computer: xxxxxxxxxxxxxxx                                                                                                                                               Description: The MATS service encountered a failure when getting HTTP proxy settings. hr=0x80072F94
    .Keyword:GetUrlProxyInfo

    Saturday, June 5, 2010 4:31 PM
  • Event Type: Error
    Event Source: MatSvc
    Event Category: None
    Event ID: 3
    Date: 6/12/2010
    Time: 1:34:40 PM
    User: N/A
    Computer: PC13
    Description:
    The MATS service encountered a web service failure. hr=0x801901F4


    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.


    Event Type: Warning
    Event Source: MatSvc
    Event Category: None
    Event ID: 12
    Date: 6/12/2010
    Time: 1:36:40 PM
    User: N/A
    Computer: PC13
    Description:
    The MATS service encountered a failure when getting HTTP proxy settings. hr=0x80072F94
    .Keyword:GetUrlProxyInfo


    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

     

    i also get this error massage

    Saturday, June 12, 2010 5:44 AM
  • I am having the same problem as the above posters.


    Win7 Professional 32-bit, IE8.

    Log Name:      Application
    Source:        MatSvc
    Date:          6/12/2010 2:39:57 PM
    Event ID:      12
    Task Category: None
    Level:         Warning
    Keywords:      Classic
    User:          N/A
    Computer:      Palantir3
    Description:
    The MATS service encountered a failure when getting HTTP proxy settings. hr=0x80072F94
    .Keyword:GetUrlProxyInfo

    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
      <System>
        <Provider Name="MatSvc" />
        <EventID Qualifiers="32772">12</EventID>
        <Level>3</Level>
        <Task>0</Task>
        <Keywords>0x80000000000000</Keywords>
        <TimeCreated SystemTime="2010-06-12T18:39:57.000000000Z" />
        <EventRecordID>2788</EventRecordID>
        <Channel>Application</Channel>
        <Computer>Palantir3</Computer>
        <Security />
      </System>
      <EventData>
        <Data>hr=0x80072F94</Data>
        <Data>Keyword:GetUrlProxyInfo</Data>
      </EventData>
    </Event>

    Saturday, June 12, 2010 6:44 PM
  • And I had something similar...

    Log Name:      Application
    Source:        MatSvc
    Date:          6/15/2010 10:35:38 AM
    Event ID:      3
    Task Category: None
    Level:         Error
    Keywords:      Classic
    User:          N/A
    Computer:      Antec-PC
    Description:
    The MATS service encountered a web service failure. hr=0x801901F4

    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
      <System>
        <Provider Name="MatSvc" />
        <EventID Qualifiers="49156">3</EventID>
        <Level>2</Level>
        <Task>0</Task>
        <Keywords>0x80000000000000</Keywords>
        <TimeCreated SystemTime="2010-06-15T00:35:38.000Z" />
        <EventRecordID>12405</EventRecordID>
        <Channel>Application</Channel>
        <Computer>Antec-PC</Computer>
        <Security />
      </System>
      <EventData>
        <Data>hr=0x801901F4</Data>
        <Data>ISapCatalogService::GetFullSapCatalog</Data>
        <Data>Internal Server Error</Data>
      </EventData>
    </Event>

    Tuesday, June 15, 2010 12:51 AM
  • Log Name:      Application
    Source:        MatSvc
    Date:          6/15/2010 10:35:38 AM
    Event ID:      3
    Task Category: None
    Level:         Error
    Keywords:      Classic
    User:          N/A
    Computer:      Antec-PC
    Description:
    The MATS service encountered a web service failure. hr=0x801901F4

    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
      <System>
        <Provider Name="MatSvc" />
        <EventID Qualifiers="49156">3</EventID>
        <Level>2</Level>
        <Task>0</Task>
        <Keywords>0x80000000000000</Keywords>
        <TimeCreated SystemTime="2010-06-15T00:35:38.000Z" />
        <EventRecordID>12405</EventRecordID>
        <Channel>Application</Channel>
        <Computer>Antec-PC</Computer>
        <Security />
      </System>
      <EventData>
        <Data>hr=0x801901F4</Data>
        <Data>ISapCatalogService::GetFullSapCatalog</Data>
        <Data>Internal Server Error</Data>
      </EventData>
    </Event>

    Tuesday, June 15, 2010 12:54 AM
  • So, we're 6 weeks on the way and no solution or even a hint of a solution yet, just more people having issues to reach the Fix-It servers. I wonder if it is indeed the client software that is at fault or 32bit software is being run on a 64bit install of the server OS/IIS.

     

    Note: quite a few people are running on proxy at home as well. Be it the ISP transparent proxy services, anti-malware applications or a home network/firewall solution that makes use of a proxy to enhance security.

     

    Any ETA on proxy support yet?

    Tuesday, June 15, 2010 7:15 AM
  • I am also receiving the same error. I cannot download troubleshooters. I have uninstalled MSXML6 & MS Fix It using Revo Uninstaller in advanced mode. Rebooted & reinstalled both with the same results. I am using Win XP SP3 with all updates installed. Both Windows Firewall & Ashampoo Firewall are set to allow MS Fix It to download. My Antivirus/Spyware programs installed are Microsoft Security Essentials & Trojan Hunter.

    I ran Event Viewer. Results are below.

    Event Type: Error
    Event Source: MatSvc
    Event Category: None
    Event ID: 3
    Date:  9/16/2010
    Time:  9:37:40 PM
    User:  N/A
    Computer: BILL
    Description:
    The MATS service encountered a web service failure. hr=0x80072EFD

    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

    Event Type: Warning
    Event Source: MatSvc
    Event Category: None
    Event ID: 12
    Date:  9/16/2010
    Time:  9:37:40 PM
    User:  N/A
    Computer: BILL
    Description:
    The MATS service encountered a failure when getting HTTP proxy settings. hr=0x80072F94
    .Keyword:GetUrlProxyInfo

    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

    Friday, September 17, 2010 5:05 AM