none
Windows Vista validation problem

    Question

  • Hi,
    For some reason, my version of Windows Vista can't be validated anymore, preventing me to use Updates. My computer (DELL) has been working fine for more than one year but I think problems started when I dowloaded IE 8. Before I go and uninstall any software, I was wondering if somebody could look at the Diagnostic result below. FYI, I already tried manually starting the Software Licensing Service, didn't have any luck. Also, I use Trend Micro Internet Security 14.6 (read that there was compatibility issues with 14.56 and below..).
    Thanks for any help you can provide.

    Diagnostic Report (1.9.0006.1):
    -----------------------------------------
    WGA Data-->
    Validation Status: Genuine
    Validation Code: 0
    Online Validation Code: 0x80070426
    Cached Validation Code: N/A, hr = 0x80070426
    Windows Product Key: *****-*****-F4GJK-KG77H-B9HD2
    Windows Product Key Hash: iJAth4TbScMi8HdcPurlASXdEkw=
    Windows Product ID: 89578-OEM-7332157-00204
    Windows Product ID Type: 2
    Windows License Type: OEM SLP
    Windows OS version: 6.0.6001.2.00010300.1.0.003
    ID: {43D835F4-B635-473C-B0F0-2F3D8422376D}(1)
    Is Admin: Yes
    TestCab: 0x0
    WGA Version: Registered, 1.9.9.1
    Signed By: Microsoft
    Product Name: Windows Vista (TM) Home Premium
    Architecture: 0x00000000
    Build lab: 6001.vistasp1_gdr.090302-1506
    TTS Error:
    Validation Diagnostic:
    Resolution Status: N/A

    WgaER Data-->
    ThreatID(s): N/A, hr = 0x80070002
    Version: 6.0.6002.16398

    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: 100 Genuine
    Microsoft Office Enterprise 2007 - 100 Genuine
    OGA Version: Registered, 1.7.111.0
    Signed By: Microsoft
    Office Diagnostics: 025D1FF3-364-80041010_025D1FF3-229-80041010_025D1FF3-230-1_025D1FF3-517-80040154_025D1FF3-237-80040154_025D1FF3-238-2_025D1FF3-244-80070002_025D1FF3-258-3_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>{43D835F4-B635-473C-B0F0-2F3D8422376D}</UGUID><Version>1.9.0006.1</Version><OS>6.0.6001.2.00010300.1.0.003</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-B9HD2</PKey><PID>89578-OEM-7332157-00204</PID><PIDType>2</PIDType><SID>S-1-5-21-1138326002-2855484575-1775611277</SID><SYSTEM><Manufacturer>Dell Inc.</Manufacturer><Model>Dell XPS420                  </Model></SYSTEM><BIOS><Manufacturer>Dell Inc.</Manufacturer><Version>A01</Version><SMBIOSVersion major="2" minor="5"/><Date>20070925000000.000000+000</Date></BIOS><HWID>D4333507018400FA</HWID><UserLCID>1009</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>Eastern Standard Time(GMT-05:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM><OEMID>DELL  </OEMID><OEMTableID>B9K    </OEMTableID></OEM><GANotification/></MachineData><Software><Office><Result>100</Result><Products><Product GUID="{91120000-0030-0000-0000-0000000FF1CE}"><LegitResult>100</LegitResult><Name>Microsoft Office Enterprise 2007</Name><Ver>12</Ver><Val>71BCB861585BEAC</Val><Hash>+UVNExKrsVhMzS9LP2FQEKyFeVA=</Hash><Pid>81599-854-6169346-65067</Pid><PidType>1</PidType></Product></Products><Applications><App Id="15" Version="12" Result="100"/><App Id="16" Version="12" Result="100"/><App Id="18" Version="12" Result="100"/><App Id="19" Version="12" Result="100"/><App Id="1A" Version="12" Result="100"/><App Id="1B" Version="12" Result="100"/><App Id="44" Version="12" Result="100"/><App Id="A1" Version="12" Result="100"/><App Id="BA" Version="12" Result="100"/></Applications></Office></Software></GenuineResults> 

    Spsys.log Content: 0x80070002

    Licensing Data-->
    Software Licensing service is not running.

    HWID Data-->
    HWID Hash Current: OAAAAAEABAABAAEAAQACAAAAAwABAAEAeqhSpfwyRLX2+WT+iP1CyNA18vQa7KjlxTKscaxWzDE=

    OEM Activation 1.0 Data-->
    N/A

    OEM Activation 2.0 Data-->
    BIOS valid for OA 2.0: yes
    Windows marker version: 0x20000
    OEMID and OEMTableID Consistent: yes
    BIOS Information:
      ACPI Table Name OEMID Value OEMTableID Value
      APIC   DELL    B9K   
      FACP   DELL    B9K   
      HPET   DELL    B9K   
      BOOT   DELL    B9K   
      MCFG   DELL    B9K   
      SSDT   DELL  st_ex
      DUMY   DELL    B9K   
      SLIC   DELL    B9K   


    Tuesday, June 02, 2009 3:41 AM

Answers

  • Beli

     

    I don't, currently, know how to fix your issue.  I do, however, have some options for you (and their Pros and Cons).  But first some background on the issue.

      We are seeing more of the "The Software Licensing Service has stopped (and won't restart)" issue recently. Although the Software Licensing Service, itself, is part of the WGA sub-system, the process for starting and stopping services is a Core Vista system and would normally be supported by Vista Support. However this issue is affecting the Genuine status of our users, I would be nice to get to the bottom of why this is happening.

      We have found that we can categorize this into sub-issues by the error message the user gets when he/she tries to restart the Service. We currently know the reason (and the fix) for the "System Error 3" and "System Error 2" types, but we do not have much information on your "System Error 5" type.

     

      This brings me to the options I mentioned.

    1) You can create a (no cost) Service Request (http://go.microsoft.com/fwlink/?linkid=52029), and work (by email) with a WGA Support Engineer to troubleshoot the issue. The goals of this option would be to first, find out as much information on this variation of the issue, and then, try to fix the issue on your computer.

    Pro: You would be helping us understand and develop a fix for this issue.

    Con: It will, most likely, take longer to finally resolve you issue, then the other options.

     

    2) You can go to http://support.microsoft.com and contact Vista support for assistance. The goal of this option would be solely to resolve your issue.

    Pro: Probably faster resolution then option 1). Hopefully resolution would not involve reinstalling Vista.

    Con: Since you are using a Retail copy of Vista, you may still be under the Free Support period, but if the no-cost support period has expired, any support they provided would, most likely, be paid support.

     

    3) You could reinstall Vista. The goal of this option is to get you resolved as quickly as possible.

    Pro: Fastest resolution

    Con: Having to backup all your important files, reinstalling all your applications, resetting all your setting back to the way you want them and so on.

     

     

    If you decide on Option 1, thank you for assisting us in getting an understanding of this issue.

    If you decide on one of the other options, good luck and please accept my apologies for me not being able to resolve the issue for you.

     

    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
    • Marked as answer by Stephen Holm Wednesday, June 03, 2009 6:21 PM
    Wednesday, June 03, 2009 6:21 PM

All replies

  • Good Morning Beli,


    Thank you for visiting us today :-).  The problem is that your Vista's Software Licensing Service has stopped. Vista uses this service to check itself and confirm it is Genuine. When the service is stopped, Vista is unable to confirm its own Genuine status and may show Genuine or Non-Genuine. The fact that the Service has stopped is also, most likely, the cause of other issues you may be experiencing (such as not having access to the Control Panel).

      Normally this is not a big problem, since you can just restart the Service. However, we have seen a number of users that receive an error when they attempt to restart the Service. This indicates a more serious 'root cause' to the service having stopped.

      What I would like you to do is to try to restart the service using the 'Service Restart' steps, below. If the service won't restart, you will receive an error.

     

    Service Restart steps:

    (If you have access to the Start button):

    1)    Click the Start button

    2)    Type: cmd in the Start Search field

    3)    At the top the Start window, you will see cmd.exe

    4)    Right Click cmd.exe and select Run as Administrator

    5)    Type: net start slsvc

     

    (If you do not have access to the Start button):

    1)    Click the option that launches an Internet Browser

    2)    A Browser will open, type: %windir%\system32 into the address field

    3)    Find the file cmd.exe

    4)    Right Click on the cmd.exe and select Run as Administrator

    5)    Type: net start slsvc

     

    A)   If the error message is "System Error 3, The system cannot find the path specified." or "System Error 2, The system cannot find the file specified" then go to the main Vista Validation forum page http://social.microsoft.com/Forums/en-US/genuinevista/threads/, look in the announcement section and follow the steps found in thread "Fix for ‘Software Licensing service Has Stopped’ on some Vista 64bit systems"

     

    B)    If you get any other error, please follow and answer the below steps and questions

     

    What was the Full error message, you received, when you attempted to restart the Service?

    Have you recently installed or replaced any Hardware or Software?

    Do you have any Registry Cleaner software installed?  (include the name and version)

    Do you have a Anti-Virus program that is up-to-date with all updates and signature files?

    If so, run a complete scan. Did it find anything?

    Also go to http://onecare.live.com/site/en-us/center/whatsnew.htm and run a complete scan using the OneCare Safety Scan for Windows Vista. Did it find anything?



    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
    Tuesday, June 02, 2009 5:05 PM
  • Hello Stephen,
    I see that you're busy helping a lot of people (including me), that's great!
    I did start the Software Licensing service using the command prompt like you mentionned (on more than one occasion!) and I do get a message that says something like "licensing service was started successfully". After that, I rebooted the computer and tried validating Vista again but didn't have any luck.

    Therefore, seems like my problems are not related to the Licensing services beeing stopped...  (don't know if it means anything, but I was able to validate Office with no problems)

    To answer some of your questions above:

    I did install IE 8 and latest version of Trend Micro Internet security a few months ago, but it seems like the computer was working fine up until a few weeks ago...Do you have a list of software that could create problems?

    I don't have any registry cleaner installed (unless one comes with Windows...)

    My anti-virus software is Trend Micro Internet security, with up-to-date updates and signature files. Ran a complete scan on few occasions but didn't find anything.

    As I type, I'm running the OneCare safety scan you mention above, but it will take a few hours to complete.....

    Thanks for your help..
    Tuesday, June 02, 2009 7:52 PM
  • Hello again,
    I just re-ran the diagnostic report and I'm getting a different result now (invalid license!):


    Diagnostic Report (1.9.0006.1):
    -----------------------------------------
    WGA Data-->
    Validation Status: Invalid License
    Validation Code: 50
    Online Validation Code: 0x80070426
    Cached Validation Code: N/A, hr = 0x80070426
    Windows Product Key: *****-*****-F4GJK-KG77H-B9HD2
    Windows Product Key Hash: iJAth4TbScMi8HdcPurlASXdEkw=
    Windows Product ID: 89578-OEM-7332157-00204
    Windows Product ID Type: 2
    Windows License Type: OEM SLP
    Windows OS version: 6.0.6001.2.00010300.1.0.003
    ID: {43D835F4-B635-473C-B0F0-2F3D8422376D}(3)
    Is Admin: Yes
    TestCab: 0x0
    WGA Version: Registered, 1.9.9.1
    Signed By: Microsoft
    Product Name: Windows Vista (TM) Home Premium
    Architecture: 0x00000000
    Build lab: 6001.vistasp1_gdr.090302-1506
    TTS Error:
    Validation Diagnostic:
    Resolution Status: N/A

    WgaER Data-->
    ThreatID(s): N/A, hr = 0x80070002
    Version: 6.0.6002.16398

    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: 100 Genuine
    Microsoft Office Enterprise 2007 - 100 Genuine
    OGA Version: Registered, 1.7.111.0
    Signed By: Microsoft
    Office Diagnostics: 025D1FF3-364-80041010_025D1FF3-229-80041010_025D1FF3-230-1_025D1FF3-517-80040154_025D1FF3-237-80040154_025D1FF3-238-2_025D1FF3-244-80070002_025D1FF3-258-3

    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>{43D835F4-B635-473C-B0F0-2F3D8422376D}</UGUID><Version>1.9.0006.1</Version><OS>6.0.6001.2.00010300.1.0.003</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-B9HD2</PKey><PID>89578-OEM-7332157-00204</PID><PIDType>2</PIDType><SID>S-1-5-21-1138326002-2855484575-1775611277</SID><SYSTEM><Manufacturer>Dell Inc.</Manufacturer><Model>Dell XPS420                  </Model></SYSTEM><BIOS><Manufacturer>Dell Inc.</Manufacturer><Version>A01</Version><SMBIOSVersion major="2" minor="5"/><Date>20070925000000.000000+000</Date></BIOS><HWID>D4333507018400FA</HWID><UserLCID>1009</UserLCID><SystemLCID>0409</SystemLCID><TimeZone>Eastern Standard Time(GMT-05:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM><OEMID>DELL  </OEMID><OEMTableID>B9K    </OEMTableID></OEM><GANotification/></MachineData><Software><Office><Result>100</Result><Products><Product GUID="{91120000-0030-0000-0000-0000000FF1CE}"><LegitResult>100</LegitResult><Name>Microsoft Office Enterprise 2007</Name><Ver>12</Ver><Val>71BCB861585BEAC</Val><Hash>+UVNExKrsVhMzS9LP2FQEKyFeVA=</Hash><Pid>81599-854-6169346-65067</Pid><PidType>1</PidType></Product></Products><Applications><App Id="15" Version="12" Result="100"/><App Id="16" Version="12" Result="100"/><App Id="18" Version="12" Result="100"/><App Id="19" Version="12" Result="100"/><App Id="1A" Version="12" Result="100"/><App Id="1B" Version="12" Result="100"/><App Id="44" Version="12" Result="100"/><App Id="A1" Version="12" Result="100"/><App Id="BA" Version="12" Result="100"/></Applications></Office></Software></GenuineResults> 

    Spsys.log Content: 0x80070002

    Licensing Data-->
    Software Licensing service is not running.

    HWID Data-->
    HWID Hash Current: OAAAAAEABAABAAEAAQACAAAAAwABAAEAeqhSpfwyRLX2+WT+iP1CyNA18vQa7KjlxTKscaxWzDE=

    OEM Activation 1.0 Data-->
    N/A

    OEM Activation 2.0 Data-->
    BIOS valid for OA 2.0: yes
    Windows marker version: 0x20000
    OEMID and OEMTableID Consistent: yes
    BIOS Information:
      ACPI Table Name OEMID Value OEMTableID Value
      APIC   DELL    B9K   
      FACP   DELL    B9K   
      HPET   DELL    B9K   
      BOOT   DELL    B9K   
      MCFG   DELL    B9K   
      SSDT   DELL  st_ex
      DUMY   DELL    B9K   
      SLIC   DELL    B9K   

     

    Tuesday, June 02, 2009 8:00 PM
  • Hey Beli

    Did you ever get any results from the OneCare Scan? Please let us know either positive or negative. Also please run your Trend AV and also run Windows Defender and report back with us. Were you experiencing any problems prior to installing IE 8? 


    Thank you Beli,


    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
    Tuesday, June 02, 2009 10:15 PM
  • Hi Stephen,
    Ran the OneCare scan, didn't find anything except about 511 errors (files?) in the registry and fixed 501 of them. I re-booted and tried validation again, no luck...
    Scanned with Trend and Defender, nothing either....
    As far as I can remember, it started around when I installed IE8. That's the only change I made to my pc...

    Thanks for looking at my "challenge"...

    Wednesday, June 03, 2009 1:35 AM
  • Beli

     

    I don't, currently, know how to fix your issue.  I do, however, have some options for you (and their Pros and Cons).  But first some background on the issue.

      We are seeing more of the "The Software Licensing Service has stopped (and won't restart)" issue recently. Although the Software Licensing Service, itself, is part of the WGA sub-system, the process for starting and stopping services is a Core Vista system and would normally be supported by Vista Support. However this issue is affecting the Genuine status of our users, I would be nice to get to the bottom of why this is happening.

      We have found that we can categorize this into sub-issues by the error message the user gets when he/she tries to restart the Service. We currently know the reason (and the fix) for the "System Error 3" and "System Error 2" types, but we do not have much information on your "System Error 5" type.

     

      This brings me to the options I mentioned.

    1) You can create a (no cost) Service Request (http://go.microsoft.com/fwlink/?linkid=52029), and work (by email) with a WGA Support Engineer to troubleshoot the issue. The goals of this option would be to first, find out as much information on this variation of the issue, and then, try to fix the issue on your computer.

    Pro: You would be helping us understand and develop a fix for this issue.

    Con: It will, most likely, take longer to finally resolve you issue, then the other options.

     

    2) You can go to http://support.microsoft.com and contact Vista support for assistance. The goal of this option would be solely to resolve your issue.

    Pro: Probably faster resolution then option 1). Hopefully resolution would not involve reinstalling Vista.

    Con: Since you are using a Retail copy of Vista, you may still be under the Free Support period, but if the no-cost support period has expired, any support they provided would, most likely, be paid support.

     

    3) You could reinstall Vista. The goal of this option is to get you resolved as quickly as possible.

    Pro: Fastest resolution

    Con: Having to backup all your important files, reinstalling all your applications, resetting all your setting back to the way you want them and so on.

     

     

    If you decide on Option 1, thank you for assisting us in getting an understanding of this issue.

    If you decide on one of the other options, good luck and please accept my apologies for me not being able to resolve the issue for you.

     

    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
    • Marked as answer by Stephen Holm Wednesday, June 03, 2009 6:21 PM
    Wednesday, June 03, 2009 6:21 PM