RE: Security Update for PPV Does Not Install (KB956500)

Hi, again: Just heard back from Jack Lu at MS Update support with his
diagnosis and suggested solution. I've copied it in full below since it's
fairly complicated and technical (naturally this couldn't be a simple
fix....)

Haven't tried it just yet, but it generally has to do with corrupted files.
Seems strange that a group of us has this very specific corrupted file
problem at the same time on different computers, but I guess we should give
this solution a chance.

If it works, I'm not sure I win the "Christmas card list" prize, but at
least our frustration levels will decline a bit! Good luck, everyone. Let
us know how the solution works.

Liz4.0 (See below for tech quote)

___________________________________________________

"Dear Elizabeth,

Thank you for contacting Microsoft Windows Update Support. My name is Jack,
and I am glad to work with you. For your reference, the case ID for this
service request is SRX1080039756. You can contact me directly by sending an
email to v-30jalu@xxxxxxxxxxxxxxxxxxxxxxx with the case ID in the subject
line.

From the problem description, I understand that the “Security Update for
Microsoft Office PowerPoint Viewer 2003 (KB956500)” failed to install with
the error code 0x4397. Please feel free to let me know if I misunderstood the
issue.

I understand the inconvenience you have experienced. Please be assured that
I will do my best to help you.

The issue may be caused by the corrupted Windows Update temporary folder for
the corrupted Office PowerPoint Viewer 2003 files. At this time, let’s refer
to the following steps to troubleshoot this issue.


Step 1: Rename the Windows Update SoftwareDistribution folder

================================================

This problem may occur if the Windows Update, Software distribution folder
has been corrupted. We can refer to the following steps to rename this
folder. Please note that the folder will be re-created the next time we visit
the Windows Update site.


1. Click Start, click Run, and type "cmd" (without the quotes) and press
Enter. Please run the following command in the opened window to stop the
Automatic Updates service.


Type in "net stop WuAuServ" (without the quotes) and press Enter.


Note: Please look at the cmd window and make sure it says that it was
successfully stopped before we try to rename the folder. However, if it
failed, please let me know before performing any further steps and include
any error messages you may have received when it failed.


2. Click Start, click Run, and type in "%windir%" (without the quotes) and
press Enter.

3. In the opened folder, look for the folder named "SoftwareDistribution".

4. Right-click on the folder, select Rename and type "SDold" (without the
quotes) to rename this folder.

5. Click Start, click Run, and type "cmd" (without the quotes) and press
Enter.


Type the command "net start WuAuServ" (without the quotes) in the opened
window to restart the Automatic Updates service.


Note: Please look at the cmd window and make sure it says that it was
successfully started. However, if it failed, please let me know before
performing any further steps and include any error messages you may have
received when it failed.


Then please access the Microsoft Update website
(http://update.microsoft.com/microsoftupdate) to install the update again. If
it still fails to install, please proceed to the next step.


Step 2: Remove and reinstall PowerPoint Viewer 2003

========================================

1. Click Start -> Control Panel.

2. Double click Add/Remove Programs.

3. Highlight Microsoft Office PowerPoint Viewer 2003 entry in the list and
then click Remove.


Note: If you have any other old or redundant office entries or other Office
stand alone products such as PowerPoint Viewer etc in the list, please also
remove them.


4. Close all applications.

5. Click Start menu-> Run, type "%Temp%" (without the quotation marks) in
the Open box and press Enter.

6. Empty the %Temp% folder.


Note: If some files can't be deleted, please skip them, (do not worry this
won't impact the result of the troubleshooting.)


7. Empty the Recycle Bin.

8. Restart your computer and Download Viewer 2003 at:


PowerPoint Viewer 2003

http://www.microsoft.com/downloads/details.aspx?FamilyID=428d5727-43ab-4f24-90b7-a94784af71a4&DisplayLang=en


9. Double click downloaded file named “ppviewer.exe” to reinstall the
PowerPoint Viewer 2003.


After that, please access the Microsoft Update website to check if the issue
has been resolved. If any error is encountered, please collect the following
information to me for research.



How to capture a Screenshot:

=======================

1. When the error appears, please press the "Print Screen" key (PrtScn) on
your keyboard.

2. Click "Start", click "Run", type MSPAINT, and click "OK".

3. In Paint, click "Paste" under the "Edit" Menu, click "Save" under the
"File" menu, type a file name for the screenshot, choose JPEG as "Save as
type", click "Desktop" on the left pane, and click "Save".

4. Please find the screenshot on the Desktop and send it as an attachment
to: v-30jalu@xxxxxxxxxxxxxxxxxxxxxxxx



How to collect the Windows Update log file:

================================

Note: Since there are two Windows Update log files with similar names,
please be aware that I am requesting the "WindowsUpdate.log" file without a
space in the middle of the name.


1. Click on "Start", "Run" and type "WindowsUpdate.log" (without quotations).

2. Click on "OK". We will see a file named "WindowsUpdate.log".

3. Now click on the "File" menu and then click on the "Save As" and select
"Desktop" in the "Save in" option on the top of the window.

4. Click on "Save". The file will be saved to your Desktop. Please send it
as an attachment to v-30jalu@xxxxxxxxxxxxxxxxxxxxxxxx


However, if the file is unable to be collected by the above steps, we can
also use the following method to collect it.


1. Click "Start", "Run", type: "%windir%" (without quotations) and then
press "Enter".

2. In the open window, we will see a file named "WindowsUpdate.log".

3. Please send it as an attachment to: v-30jalu@xxxxxxxxxxxxxxxxxxxxxxxx


Note: When attaching files to emails, the process will vary depending on the
email application being used. While you are composing the email, most
applications will provide you with either an "Attach" button or a Paper Clip
Icon to click in order to attach a file. After clicking this button/icon you
must browse to the file you wish to attach and select it by either double
clicking it or clicking it once and then clicking on the "Attach" button.


Please try my suggestion and let me know the results at your earliest
convenience. If you have any other questions, please do not hesitate to let
me know.


I await your response.


Best Regards,


Jack Lu"


--
Liz4.0


"nemo" wrote:

Sorry to hear that so many people are having a problem but, rather selfishly,
I'm pleased I'm not alone. This update failure has been bugging me for weeks
and, as much as I search, I can find no practical help. MS bounces me around
their so-called help & support areas until I have a headache and then,
invariably, gets to the part where they'd like to empty my pockets for them
to sort out a problem of their own making! If anyone can get to the bottom of
this then they'll go straight to the top of my Christmas card list.

"Liz" wrote:

Update to my previous message:

Went to microsoft.com, and manually downloaded this update (which does have
an actual file with real data!) from their security downloads page. It did
download OK onto my desktop, but when I tried to install, still got the same
"installation failed" message.

From my MS Update History on MS Update page, I clicked the red Install
Failed icon beside the KB956500 update. It showed Error Code: Ox4397.

Tried searching MS Error Codes and Knowledgebase, but couldn't find the code
listed.

So I've sent an e-mail to the MS Online Assisted Support, via a link
provided on error code page. (Again, to find the Error Code page, click the
red Failed Install icon on MS Update History.)

The free support asks for your name, contact info, a problem description,
plus uploads some info about your computer (with your permission). I did add
that others have had the same problem.

It should take one business day to get a reply. I'll post again when I hear
from MS.

If anyone else wants to follow the process I described above, maybe we can
compare notes and find a common solution.

On another forum, someone asked if those with these problems have just the
PowerPoint Viewer installed, and not PowerPoint itself. I only have PPV.
It's supposed to be a PPV/Office 2003 update only, but could this be one
source of the glitch?

Thanks.
--
Liz4.0


"Liz" wrote:

I've been having the same problems with the PPV Security Update KB9566500.
Keep getting the auto install notice, but afterward, get another notice
saying it could not be installed.

In trying the MS Update manually, I noticed this update has 0 kb, 0 minutes
in its description. Could it be MS forgot to post the update file itself?

Could one of the MVPs please address this issue? Thanks.
--
Liz4.0


"Jim" wrote:



"Shel" wrote:

When I run Windows Update, it tells me that there is a high-priority
"Security Update for Microsoft Office PowerPoint Viewer 2003
(KB956500)". I tell it to install, but after a while it tells me that
the update was not installed.

My PPTVIEW.EXE file in \Microsoft Office\PowerPoint Viewer\ is File
version 11.0.5703.0.

Any help will be appreciated.

I have been having the same issue. Every day I get the security update for
Micorsoft Power Office PointPower Viewer 2003 (KB956500) and it never
gets installed. Each day I have a message that it was not installed.

What a pain, this is.
If anyone has any idea on how to fix this, I sure would appreciate it.

Thank You,
Jim
.

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