Windows Update not working - Error Code 5?

[Rickalo]

My client's Win 7 64 bit desktop PC will not run"Windows Update".... Can't say when this quit working.. possibly in the last 1-2 months... I now get the red "x" and error message "Windows update cannot currently check for updates, because the service is not running"... when I try to start it in "services", I get "system Error 5"....

Also, the downloading using E 11 doesn't work,,, get the message "xxxxx contained a virus and was deleted".... I have scanned the PC with combofix, Malwarebytes, Rougue Killer, and others, and nothing is found. Downloads work fine with Google Chrome..

Finally, I also see "windows defender" is now missing from this system.

Not sure if any of these are related, but need to get Windows Update working again

Any suggestions on how to get Windows Update working again? This PC is out of use by my client until I get this resolved.

Thanks for any help you might be able to offer~

 

[Layback Bear]

Can you complete this tutorial using the troubled computer.
It's the same one that is at the top of the page.
Our expert will want these logs to work with.

http://www.sevenforums.com/windows-...4840-windows-update-posting-instructions.html

 

[torchwood]

And which AV is running,
That message IE11 is a virus is most unusual.

 

[Rickalo]

Can you complete this tutorial using the troubled computer.
It's the same one that is at the top of the page.
Our expert will want these logs to work with.

http://www.sevenforums.com/windows-...4840-windows-update-posting-instructions.html

Step 1 - Downloaded SURT.. tried to run it, and got Installer encountered an error: 0x80080005
Step 2 - SFC /ScanNow.... got to 54% and then it posted "Windows Resources Protection could perform
the requested operation"
Step 3 - Windows Update Error Codes... can't get WU to run when I try, I get "Windows update cannot
currently check for updates because the service is not running (System Error 5)

Step 4 - Log Collection ... was able to copy/paste CBS Folder on desktop, but when I went to Compress
to a zipped file, I get "Unable to complete this operation. Access denied"

My apologies for the delay in responding.. was out of town until late last nite... I will be here all day (September 27th.)

 

[Layback Bear]

Lets see if we can gather some more information.

Please complete this tutorial. It will help you fill in your system specs completely.

http://www.sevenforums.com/tutorials/180324-system-info-see-your-system-specs.html

Could you also give us a list of all security programs you use and any tuneup/cleanup/speedup programs you use?

This could also be helpful. Complete this tutorial and post the log here.

http://www.sevenforums.com/windows-...ne-activation-issue-posting-instructions.html

 

[Rickalo]

Step 1 - Downloaded SURT.. tried to run it, and got Installer encountered an error: 0x80080005
Step 2 - SFC /ScanNow.... got to 54% and then it posted "Windows Resources Protection could perform
the requested operation"
Step 3 - Windows Update Error Codes... can't get WU to run when I try, I get "Windows update cannot
currently check for updates because the service is not running (System Error 5)

Step 4 - Log Collection ... was able to copy/paste CBS Folder on desktop, but when I went to Compress
to a zipped file, I get "Unable to complete this operation. Access denied"

My apologies for the delay in responding.. was out of town until late last nite... I will be here all day (September 27th.)

 

[Rickalo]

Currently, I have removed the AV software it was MS Security Essentials

 

[NoelDP]

Open Event Viewer
click on the Windows logs entry in the left pane to expand it.
Now click on the Application entry - wait while it loads.
Click on 'File' in the menu bar and select Save...
Save the file as Appevt.evtx
Repeat for the System log
then zip both, and upload them.

 

[Rickalo]

see attached

 

[Layback Bear]

Hi Rickalo.

Noel is our expert; please follow his guidance and instruction.

 

[Rickalo]

I will... certainly anxious to understand what is going on ..