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Windows 7: Black Screen after Windows load, works on external, suspect Sketchup8

08 Jun 2013   #31
x BlueRobot


Good work Tom :)

Is the Windows Update issue almost fixed?

My System SpecsSystem Spec
08 Jun 2013   #32

Microsoft Community Contributor Award Recipient

Windows 8.1 Pro x64

Quote   Quote: Originally Posted by x BlueRobot View Post
Good work Tom :)

Is the Windows Update issue almost fixed?
Thanks! We're almost there, that FixIt should (famous last words!) sort out the corrupt datastore :)
My System SpecsSystem Spec
09 Jun 2013   #33
x BlueRobot


My System SpecsSystem Spec

09 Jun 2013   #34

Windows 7 Home Premium 64bit (6.1, Build 7601)

I tried.
Since she uses Chrome on this notebook, I figured out that the Bing Toolbar installs in Internet Explorer which she never uses.
I was unable to uninstall Bing Toolbar for same reason I couldn't uninstall Skype toolbar....Get the same popup that "The Windows Installer Service could not be accessed" that I described previously.
I did find a tutorial on how to make the Windows Installer work, but not sure I should mess with this or just wait to try this later??
Uninstall and Remove Software in Safe Mode

About Internet Explorer
Noticed that she has 2 versions of Internet Explorer Installed....once of which was installed recently although I know that I didn't install it??
IE Version 9.0.8112.16421, update Versions 9.0.15 (KB2817183) - Properties shows date created Wednesday, ‎March ‎21, ‎2012
IE Version 9.0.8112.16421 64 Bit, update Versions 9.0.15 (KB2817183) shows “modified” on the March 21st date, but dated created Tuesday, ‎May ‎04, ‎2010
I accidently clicked on the KB number after the update versions in above – goes to this:

MS13-028: Cumulative Security Update for Internet Explorer: April 9, 2013
Article ID: 2817183 - View products that this article applies to.
The update that this article describes has been replaced by a newer update. To resolve this problem, install the most current cumulative security update for Internet Explorer. To install the most current update, visit the following Microsoft website:
Microsoft Security Bulletins
(Microsoft Security Bulletins)
For more technical information about the most current cumulative security update for Internet Explorer, visit the following Microsoft website:
Microsoft Security Bulletins

I was afraid to run the Fixitl in aggressive mode until I hear back on these issues. Also, since I'm sure there there are conflicting versions of MS Office still on this machine, I was also going to try
to go through and remove all traces of that Office 365 before running that since I know that the Windows Installer is used for Office programs.
Also...running out the door for work again so guess STILL not getting through this today.
Luckily, I'm off tomorrow....YAY!
My System SpecsSystem Spec
09 Jun 2013   #35

Microsoft Community Contributor Award Recipient

Windows 8.1 Pro x64

Hi neverends,

Open your start menu, type services.msc in the box and click on it when it appears. Scroll down to Windows Installer and double click on it. Can you take a screenshot of this window and attach it to your next post please?

The IE issue is nothing to worry about. On 64 bit computers, there are two versions of IE, one is 32 bit and one is 64 bit; as far as I know, it's just for addon compatibility. If you look, you will have these two files:

C:\Program Files\Internet Explorer\iexplore.exe
C:\Program Files (x86)\Internet Explorer\iexplore.exe

Nothing to worry about! I have them both :)

What Office products are installed?

Command Prompt

Warning: this fix is specific to the user in this thread. No one else should follow these instructions as it may cause more harm than good. If you are after assistance, please start a thread of your own.
  1. Click on the Start button and in the search box, type Command Prompt
  2. When you see Command Prompt on the list, right-click on it and select Run as administrator
  3. When command prompt opens, copy and paste the following commands into it, press enter after each

    reg query hklm\system\currentcontrolset\services\msiserver

  4. Right-click on the Command Prompt window and click Select All, this will invert all of the colours by selecting the text, now press enter. All of this text is now copied.
  5. Paste (Ctrl+V) it into your next post please.
My System SpecsSystem Spec
10 Jun 2013   #36

Windows 7 Home Premium 64bit (6.1, Build 7601)

My System SpecsSystem Spec
10 Jun 2013   #37

Windows 7 Home Premium 64bit (6.1, Build 7601)

Sorry had to do these in separate posts but I was dumb enough to be typing a response directly in here and lost my message again.......When will I learn. Keep getting some dumb token expired messgage when I hit the back button hoping to get everything I'd typed back.
Anyway...above is the screenshot you wanted. I could attempt to "restart" the installer, but from what I've read, others don't have much luck with that.
About "what Office products are installed" ....ugh....depends where I look since I'm still very much confused by Windows 7, user accts, programs and features, vs just going under the user, then looking at program files, program files (x86) , alldata or programdata.....whatever that was.....Just when I think I've uninstalled something....just like with Sketchup, I find files that are part of it somewhere else.....My concern is that I saw files that still relate to that Office 365 for educational institutions that my daughter installed....I think Silverlight is part of that...She also has Office 2007 that keeps asking for a product key but opens....Click to Run, etc. Where should I look, or is there something I can run to just find all Office products installed?
Sorry but I'm exhausted and have to be up in 3 hrs to go babysit for a few hrs, but them am off work so really hope to get through the rest of this....She's gonna be on me about it in the morning again for sure ; )

I'm not trying to be difficut but I'm not sure what that last "Fix" is supposed to do that you created for me, but until I hear back on the rest of this....and what it is your fix is supposed to be fixing, I'm reluctant to run it. I really don't like doing things like this until I know what it is I'm doing and why so please let me know.
My System SpecsSystem Spec
10 Jun 2013   #38

Microsoft Community Contributor Award Recipient

Windows 8.1 Pro x64

It's a problem we've all had before - I've personally lost 4,000+ word posts so I feel your pain! To avoid it happening, press Ctrl+F5 before you type out your reply - this clears the cache for that page, and refreshes it.

For office, I would recommend you install Revo Uninstaller: Download Revo Uninstaller Freeware - Free and Full Download - Uninstall software, remove programs, solve uninstall problems

Then uninstall every version of Office with that, removing all leftovers it finds. Then install whatever version of Office you want/have.

That command would have queried the registry key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\msiserver, which is the registry key for the Windows Installer service. I was expecting there to be a problem in your screenshot so I asked for the registry export as well, but the screenshot looks fine to me so there's no need for this any more.

Can you try Method 1 & 2 of this article please: Error "The Windows Installer Service Could Not Be Accessed" when installing or updating programs on Windows 7 or Windows Vista

3 is pointless and 4 we're already doing with Revo :)

Have fun babysitting! In both of my jobs, I work with kids so I know how tiring it can be, lol.

My System SpecsSystem Spec
10 Jun 2013   #39

Windows 7 Home Premium 64bit (6.1, Build 7601)

Ok....Ready to get going here....I looked up the KB that is showing for both Internet Explorers....I guess since they showed in the in the "about box" I thought that meant that I needed them but I see it was iinstalled on 4/17/13 (see below)"
I read that it was rated Critical and that "the security update addresses the vulnerabilities by modifying the way that Internet Explorer handles objects in memory"
I'm now wondering if it's possibly part of reason for when I had to do the hard power cycle after having problems getting it to come up on the external and the battery light stopped flashing....(and still isn't by the way)....
Since you said to install Revo then "uninstall every version of Office with that, removing all leftovers it finds. Then install whatever version of Office you want/have".....I started digging through all of this again trying to figure out exactly what to get rid of and what to keep and I'm just so confused by Windows 7 that I'm not sure. Please bare with me on one more long post.

I know that I need to get rid of anything relating to the Office 365 (I think aka Office 15) but I'm not even sure if her Office 2007 is still good or what. I did find
I also found the following on the Windows Installer which makes me wonder if I shouldn't just try rebooting in Normal mode to get out of safe mode, then trying to uninstall ...
According to www.
Section title – Uninstalling and Installing Software in Safe Mode - it says....
Please note that not all software can be uninstalled in Safe Mode! Programs that use Windows Installer for installing and uninstalling will give you a failure message. A rule of thumb is that if an installer file has*.msi*extension, it cannot be installed or uninstalled in Safe Mode.
You also cannot install Microsoft-provided security updates in this mode, even when installer has*.exe*extension - it just unpacks*.msi*package, tries to run it and fails.

Based on that, do you still think I should run your Fix to get the Installer working to uninstall?
Or should I Reboot in Normal mode to see if it starts working and uninstall that way?
Run the MS Fixit Aggressive Mode......
(Ps...About the Fix it....It appears that is to fix a "0x80070002" or "0x80070003" error codes....Did I have these? I couldn't find an easy way to look back for them, or is there some other reason you think I'm having a problem with updates? Just asking since the above quote I added about the Installer not working in safe mode also says that I won't get updates in safe mode either and I have been in safe mode for quite awhile now. I wasn't always though. I did have everything running in normal mode from the external monitor for quite awhile until I had to do the hard reset/pull the battery & unplug thing....Its been in safe mode since I think.

Anyway....back to figuring out whats up with Office. ....I got to looking at installed updates
I could't figure out how to copy list of Installed updates but here is a summary of what comes up :
Under “Windows” there are 182 updates and I see that the KB2817183 (the one showing in the “about” box for both Internet Explorers) was installed on 4/17/13. There were 2 more updates after that. Another was also on 4/17 - KB2823324 and on 4/29 KB2840149. There have been no more since...the rest were before.
There are a total of 20 updates under .NET all installed on 3/9/13
And theres a section “Compatibility Pack for the 2007 Office system” there are 9 with dates ranging from 12/16/11 – 3/9/13
A section for Microsoft Silverlight with 1 entry on 3/14/13 which i think comes with the Office 365 that needs to go.
A section -Microsoft Office Home and Student 2007 (31 updates) 26 of them on 3/14/13
etc. (not sure why??)

If I just look under her “programs and features” I see a lot of entries for Microsoft Corporation....(is there a way to copy and paste all of this into something I can attach or in a log I've already provided you can look at)? Most seem to relate to Office 2007 except for MS Silverlight and others that may or may not be a part of Office??

These show in “Program Files”
MS Office
MS Office15
MS Silverlight

These show in her Program Files (x86)
Microsoft Works

Looking back through my prior notes I found this :
9/14/12 User account on Chrome was set up for me.. She also installed the Office. 365 under my user acct the same day. Chromeownloads shows 2 installations of Setup .X86.en-us-0365HomePremRetail (so probably had trouble?). Shows in Program Files as Office 15. Also showing in Downloads:
11/25/12 ShetchupWEN.exe with “removed” in grey next to it.
12/8/12 ASUSTeK Co (these from an Asus rep who didn't really know what she was doing)

I also just noticed under my daughters name (where folders My Documents, My Pictures, etc are) there is a folder named Dropbox and inside of that is a folder named Office 2007 with a bunch of files inside it such and etc???? one was named “seriel” so I opened in Notepad and had a 25 digit key in it that looked like a MS Office key.
and was dated 2/2/2009...I haven't tried entering it to see if it would get her Office 2007 working but If I open Word, it do get a pop up box asking for a key to register?
I'm just confused on what to get rid of without being sure of what goes with Office 2007 and now that I see that Windows Installer isn't supposed to work on these programs in safe mode, I'm wondering if I should still run your fix first and try to uninstall....(If so, how to know exactly which) or to just try to restart in normal mode, and to see if the Installer will work to uninstall after?
I really want to get through this today so please advise. Just want to be sure in case there is no turning back from that Fixit in Aggressive mode!
My System SpecsSystem Spec
11 Jun 2013   #40

Windows 7 Home Premium 64bit (6.1, Build 7601)

Hello? What happened? Did ya's bail out on me?
Well....I'll try to shorten the above post tomorrow but in the meantime, I've been on the phone with a Microsoft Tech for hours and let him remote access. Still no working monitor, but did get a little closer.. I am currently out of safe mode and in normal mode on external.
Going to let the updates happen while I get about 3 hours of sleep before babysitting again.....Here is where things stand now.
Called MS number I had from when I realized the Office 365 install was for Academic Institutions and wouldn't work for me...explained that I think I still have traces of it left that I need uninstalled....after being transferred 4 times, a, "Office" tech did remote access and said he didn't think it was still installed....After hearing my black screen & possible power/hardware problems, transferred me to a "Windows" Tech who did remote access. Was on with him for over 2 first, he didn't think 365 was still on here either but I asked him to check the registry....sure enough, he said he found a bunch left in there and went through and cleared them. (Asked him to try to find same for Sketchup to clear but not sure if he did or now)...He worked alone on my system for quite awhile, then called me back to reboot and see if any luck...said he updatred chipset driver too...Did see more on LCD than usual with the first couple trys...saw little bits of the backgound image in addition to the windows logo and cursor, but couldn't get it all the way. Also saw the login screen for a split second that time, then back to just backlight. I explained to him that there could also be a startup issue since I never see anything before the Windows loads...He said “not even the manufacturer logo? I said no. He then wanted me to try to hit f8 for advanced boot options when restarting.....we tried that but got nothing after windows load on either monitor...both stayed black. .He said that he would call back Wednsday and if he doesn't come up with anything else, he will do reinstall for me.
After we hung up, I rebooted again....this time holding FN F8 and was able to get back on external in normal mode at least.
Immediately got pop up for Adobe Reader 9 updater (Saw him run the Update for Adobe Reader 9 Multi UI....this one wants to install 9.2.0 (CPSID_50026). I didn't say yes yet since I can't really find anything on it.
Then Windows Live Messenger came up automatically with box checked for “remember me”...noticed icon in taskbar with a red X over the blue guy, so when I hovered over it, a box popped up showing her hotmail email account offline in left hand side.
Also noticed icon for Skype in taskbar..hovering over that, it comes up with daughters name prefilled but not logged on
Norton Internet Security started a full system scan....found a few low risk tracking cookies, but no major problems since the black screen began. (Did see a quarantined Trojan that was blocked back last August though)
Checked Action Center – No warnings , just shows 2 Maintenance is that files aren't being backed up and other is to “solve a problem with Flashplayer”..followed link to Adobe site which says I have version 11.7.700.203 and shows says I have a 32 bit which is wrong.....Too late to start with this again so going to let Windows update while I get a little sleep and hope I wake up to a miracle.
Please let me know if you still think I'm going to need to run the MSFix in agressive and if the reason is because the error codes it relates to are ones that you saw in my logs please????
My System SpecsSystem Spec

 Black Screen after Windows load, works on external, suspect Sketchup8

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