Windows Updates Stuck in Windows 7

ablenzo · 02 Jul 2014

Hello Techxperts,

A colleague's old Windows 7 32-bit Machine is having trouble updating and I have agreed to repair it. Whenever I check for updates under Windows Updates I receive the following error message: "Restart your computer to install important updates. Windows can’t update important files and services while the system is using them. Save any open files and restart the computer, and then try to check for new updates." This process repeats ad infinitum. I found I cannot uninstall any Windows Updates, either. I also tried loading SP1 but could not do so (“Installation was not successful. The Windows 7 Service Pack Installation cannot proceed until your computer is restarted. Please restart your computer and try again.”) I tried this in Safe Mode and in the normal mode as well. Restarting the machine does not help the situation. I should note also that I ran the installation from a disk.

I ran a full scan on the machine with Sophos and Malwarebytes anti-malware. The machine is clean. I have also removed Microsoft dot net framework which was suggested to me as a possible cause of this symptom.

I am hoping I can recover the machine without reloading from scratch or performing a Windows Repair (which in my experience does not always work).

As per the Windows Update Posting Instructions, here are the steps I have taken so
far:

System Update Readiness Tool (SURT):
Downloaded the 32-bit version and ran this. It appeared to freeze once I ran it. About 5 minutes later it claimed to have completed.

SFC Scan: I ran this scan as indicated. I tried Option 2 - "Run the SFC / SCANNOW Command in Windows 7" and attempted to scan and repair system files. I received the message: "Windows Resource Protection did not find any integrity violations."

Errors and Error Codes: See Above

Thank you for your thoughts on this and for your help.

PS - see my next post for the CBS logs.

ablenzo · 02 Jul 2014

Here is the CBS logs from this machine. Thank you.

NoelDP · 03 Jul 2014

It looks to me as if your registry is corrupted -

I need to have a look at your COMPONENTS registry hive

Please copy the C:\Windows\System32\config\COMPONENTS file (no extension) to your desktop and then compress it - upload the compressed file to your favoured fileshare site (preferably Dropbox or OneDrive) and post a link.

ablenzo · 03 Jul 2014

NoelDP, Thank you for having a look.

https://www.dropbox.com/s/iuuwhhi30u...COMPONENTS.zip

NoelDP · 04 Jul 2014

From the looks of it, You installed the Release Candidate for Service Pack 1, and never uninstalled it. You need to do so before SP1 will install properly

ablenzo · 07 Jul 2014

Hello - thank you again for having a look. I think that the Release Candidate you have mentioned is KB976932. I did not notice this amongst the list of available uninstallations in Add/Remove Programs. My Windows Edition is likewise not shown to be SP1 at this time when I check the version. If you are correct, though, I am not sure how to perform the uninstallation. Is there another way to do so besides going though the Control Panel?

I tried uninstalling some Windows Updates stating with those most recently installed but come up with this message: "An error has occurred. Not all of the updates were successfully uninstalled." I seem to be unable to uninstall or install Windows Updates at this time. It might be worth noting that I was, however, able to install the latest update for Java today.

NoelDP · 07 Jul 2014

Here's an instruction-set for the uninstall...
Uninstalling Windows 2008 R2/Windows 7 SP1 RC to install the RTM version | Virtualisation & Management Blog
Note that the alternative 'wusa' method must be run from an Elevated Command Prompt.

If neither method produces anything, then let's see what's actually installed...
This should give us some idea
we need to see a full copy of the report produced by the MGADiag tool
(download and save to desktop - http://go.microsoft.com/fwlink/?linkid=52012 )
Once saved, run the tool.
Click on the Continue button, which will produce the report.
To copy the report to your response, click on the Copy button in the tool (ignore any error messages at this point), and then paste (using either r-click/Paste, or Ctrl+V ) into your response.

ablenzo · 07 Jul 2014

Okay, tried the wusa method from the elevated command prompt and am given this message: "The update KB976932 is not installed on this computer."

Stand by for the MGADiag output.

ablenzo · 07 Jul 2014

Diagnostic Report (1.9.0027.0):
-----------------------------------------
Windows Validation Data-->
Validation Code: 0
Cached Online Validation Code: 0x0
Windows Product Key: *****-*****-M3DJT-4J3WC-733WD
Windows Product Key Hash: xo+ajVSpae7/4VoZjS7m6JL0f3A=
Windows Product ID: 00371-OEM-8992671-00524
Windows Product ID Type: 2
Windows License Type: OEM SLP
Windows OS version: 6.1.7600.2.00010100.0.0.048
ID: {18A28728-C5A2-40E4-958D-B19C3D489A1A}(1)
Is Admin: Yes
TestCab: 0x0
LegitcheckControl ActiveX: Registered, 1.9.42.0
Signed By: Microsoft
Product Name: Windows 7 Professional
Architecture: 0x00000000
Build lab: 7600.win7_gdr.100618-1621
TTS Error:
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: 2.0.48.0
OGAExec.exe Signed By: Microsoft
OGAAddin.dll Signed By: Microsoft
OGA Data-->
Office Status: 100 Genuine
Microsoft Office Professional Edition 2003 - 100 Genuine
OGA Version: Registered, 2.0.48.0
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_E2AD56EA-765-b01a_E2AD56EA-766-0_E2AD56EA-148-80004005_16E0B333-89-80004005_B4D0AA8B-1029-80004005
Browser Data-->
Proxy settings: N/A
User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Win32)
Default Browser: C:\Program Files\Google\Chrome\Application\chrome.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>{18A28728-C5A2-40E4-958D-B19C3D489A1A}</UGUID><Version>1.9.0027.0</Version><OS>6.1.7600.2.00010100.0.0.048</OS><Architecture>x32</Architecture><PKey>*****-*****-*****-*****-733WD</PKey><PID>00371-OEM-8992671-00524</PID><PIDType>2</PIDType><SID>S-1-5-21-3867143114-1227475228-180427910</SID><SYSTEM><Manufacturer>Dell Inc.</Manufacturer><Model>OptiPlex 780 </Model></SYSTEM><BIOS><Manufacturer>Dell Inc.</Manufacturer><Version>A04</Version><SMBIOSVersion major="2" minor="5"/><Date>20100430000000.000000+000</Date></BIOS><HWID>BEBB3607018400F8</HWID><UserLCID>0409</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>B10K </OEMTableID></OEM><GANotification><File Name="OGAAddin.dll" Version="2.0.48.0"/></GANotification></MachineData><Software><Office><Result>100</Result><Products><Product GUID="{90110409-6000-11D3-8CFE-0150048383C9}"><LegitResult>100</LegitResult><Name>Microsoft Office Professional Edition 2003</Name><Ver>11</Ver><Val>2CD219300513500</Val><Hash>Lv0VM4aoBJjjgZaMnS3fsOYlV8o=</Hash><Pid>73931-640-2817064-57516</Pid><PidType>14</PidType></Product></Products><Applications><App Id="15" Version="11" Result="100"/><App Id="16" Version="11" Result="100"/><App Id="18" Version="11" Result="100"/><App Id="19" Version="11" Result="100"/><App Id="1A" Version="11" Result="100"/><App Id="1B" Version="11" Result="100"/><App Id="44" Version="11" Result="100"/></Applications></Office></Software></GenuineResults>
Spsys.log Content: 0x80070002
Licensing Data-->
Software licensing service version: 6.1.7600.16385
Name: Windows(R) 7, Professional edition
Description: Windows Operating System - Windows(R) 7, OEM_SLP channel
Activation ID: 50e329f7-a5fa-46b2-85fd-f224e5da7764
Application ID: 55c92734-d682-4d71-983e-d6ec3f16059f
Extended PID: 00371-00178-926-700524-02-1033-7600.0000-2422010
Installation ID: 000690809955980490885275582804154964050656804326091235
Processor Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88338
Machine Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88339
Use License URL: http://go.microsoft.com/fwlink/?LinkID=88341
Product Key Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88340
Partial Product Key: 733WD
License Status: Licensed
Remaining Windows rearm count: 3
Trusted time: 7/7/2014 11:07:33 AM
Windows Activation Technologies-->
HrOffline: 0x00000000
HrOnline: 0x00000000
HealthStatus: 0x0000000000000000
Event Time Stamp: 6:26:2014 14:00
ActiveX: Registered, Version: 7.1.7600.16395
Admin Service: Registered, Version: 7.1.7600.16395
HealthStatus Bitmask Output:

HWID Data-->
HWID Hash Current: LgAAAAEAAAABAAEAAQACAAAAAgABAAEA6GGEVJSiCJw63ajjmogeDzyenMpGyg==
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 DELL B10K
FACP DELL B10K
HPET DELL B10K
BOOT DELL B10K
MCFG DELL B10K
SSDT DELL st_ex
ASF! DELL B10K
TCPA DELL B10K
____ DELL B10K
SLIC DELL B10K
SSDT DELL st_ex
SSDT DELL st_ex
SSDT DELL st_ex

NoelDP · 07 Jul 2014

This does appear to be a vanilla Windows 7 RTM install - it's interesting that the registry refers to the RC build, rather than anything else.

I suspect that your best option is going to be a repair install using SP1 media - see what you think about the idea...
https://www.sevenforums.com/tutorials/3413-repair-install.html?ltr=R - it's not as difficult as it looks, and does solve an awful lot of potential problems!