Re: Windows Update Failure; Tech Abaondoned Me

Well,

if you can believe this, the communication between my current (3rd case
number tech) is the worst. The first two techs, the emails were pretty
consistent about 24 hrs, even the second one was consistent with his replies
until he gave his final suggestion, then I never heard from him again. I am
currently awaiting a response from the third case tech and it has been almost
3 full days.

I have been still searching through posts and forums for any similar cases.
As of now, I have what I can tell is 3 errors:From the Update log:

1: Failed to get CacheFile registry value key for binary wups.dll

2: Failed to get CacheFile registry value key for binary wups2.dll

3: Could not move C:\Windows\system32\wuapi.dll to C:\Windows\system32
\wuapi.dllwusetup.1956109.bak due to 0x80070020

4: Setup failed while processing registry operations, error 0x80070005

Setup FATAL: Install Updated Binaries failed with error 0x80070005
Wuweb FATAL: Install Updated Binaries failed with error:0x80070005
WuWeb FATAL: UpdateClientWorker failed: error 0x80070005

Those are from the %windir%\Windowsupdate.log


I searched the 0x80070020 and it says for Antivirus programs that use
realtime scanning, I searched for all the listed anti-virus programs and the
only one I can find is the AOL Security, but I had disabled that a long time
age to eliminate it.


I am really just sick of this and I am considering just getting another
system,(just a tower package and use my current peripherals). I kind of feel
like that is their goal to make you give up and purchase another system, and
know that you will have to get another system using Windows so they don't
lose anything anyway.

Thanks for your follow up MowGreen, and encouragement.

It seems like more and more these days that when you buy something from a
company they provide little or worthless support, and the endusers seem to
know more then the techs.

"MowGreen [MVP]" wrote:

. If I didn't know better, I would say they
are actually reading from a script, Hence the same responses and fixes to try
in the same order.

They start off from a script ;) The first tech may have not been long
for the job and then transferred you to a second on.
One has to be fortunate to hook up with a tech who actually knows what
they're doing. When contacting one PC manufacturer that I won't mention,
one has to be extremely fortunate in finding someone who knows their stuff.

Suggest you persist with the 3rd case number. If the issue is not
resolved, please email me at mowgreenATgeemail.com
(replace the AT with an @; drop the "ee" from the .com address ;)
I will contact *someone* who knows Product and Support Services.

Since you can not install Critical (security) Updates, you are also
entitled to free phone support. Let's see if we can get this resolved
with the case number, first.

Hang in there,
MowGreen [MVP 2003-2006]
===============
*-343-* FDNY
Never Forgotten
===============



STurbo wrote:

MowGreen,

I have two case numbers SRZ060625001920 & SRX060701602487

The first case # the tech said they could not help me any further and were
transferring me to another tech, which is where the second case number comes
from. New tech so new case number, he went through a few steps and then when
they did not work he said to do the reinstall using the Windows disk. When
that did not work, I emailed him back and never heard from him again.


I now have a third case number SRZ060723000779. I resubmitted a help
question for the same problem.

What really bothers me is that I think the tech responses are auto
generated. In multiple cases in my return emails I note "specific" items and
faults and they totally ignore my question. I say something like "In the
windows update log this file says Fatal error" and the tech says nothing
about it.

Since I have submitted the same question, and am dealing with two different
techs, I find it odd that their suggestions and responses seem to be EXACTLY
the same and in the same order. If I didn't know better, I would say they
are actually reading from a script, Hence the same responses and fixes to try
in the same order.

I also wrote this information in my current email response with the current
tech and said I was unhappy with the direction the case was going because I
stated that it seems like they are reading a set script instead of providing
individual help. The tech response made no mention of anything except what
sounded like an autogenerated response of "I am sorry this did not solve your
problem, lets try this....."

To say I am unhappy at this point would be an extreme understatement.

Thanks for trying to help me out though, at this point it feels weird to get
a response that actually reflects on a previous statement.

"MowGreen [MVP]" wrote:


Not sure if you've seen my post, but MS needs the case number to
investigate why you have not received a response to your emails.
Here's the response to the issue from someone at MS :


Hard to say without a case number but cases are not typically closed
without the customers ok and even then, the customer can reopen the case
as long as they are having the same issue. It could be that they are
using the wrong email address and it's not getting picked up by our
system. Example: maybe the support person they spoke to is no longer
with us and they are trying to email that person directly. Again, hard
to say. With literally thousands of support cases per month, it would be
impossible to execute perfectly on all of them though we do try. Overall
customer satisfaction with our support is pretty good.

MowGreen [MVP 2003-2006]
===============
*-343-* FDNY
Never Forgotten
===============



STurbo wrote:


I'm sorry, I don't quite understand how to do that, could you give me a
little more details.

Thanks.

"Robin Walker [MVP]" wrote:



STurbo <STurbo@xxxxxxxxxxxxxxxxxxxxxxxxx> wrote:



As for the Regmon Utility, I do not locate any "Access Denied"
results.

In which case, it might be a file-system "Access Denied" rather than a
Registry one. Try using Sysinternals "FileMon" in a similar manner during
the update, to see if there are some file or folder permissions set wrongly.

--
Robin Walker [MVP Networking]
rdhw@xxxxxxxxx





.

Relevant Pages

  • Re: Outsoucing - A Horror Story With a Happy Ending
    ... If the script does ... > times and getting the same message, I called Dell Phone Support. ... > started out by explaining the NTLDR error message. ... > a knowledgeable tech could have solved the problem in ten seconds. ...
    (microsoft.public.windowsxp.general)
  • Re: Windows Update Failure; Tech Abaondoned Me
    ... I am currently awaiting a response from the third case tech and it has been almost 3 full days. ... Failed to get CacheFile registry value key for binary wups2.dll ... It seems like more and more these days that when you buy something from a company they provide little or worthless support, and the endusers seem to know more then the techs. ... I also wrote this information in my current email response with the current tech and said I was unhappy with the direction the case was going because I stated that it seems like they are reading a set script instead of providing individual help. ...
    (microsoft.public.windowsupdate)
  • Re: Windows Update Failure; Tech Abaondoned Me
    ... I removed the router and the computer ... Let's try one last step here for the Windows Update issue ... ... I called dsl tech and they tried to reset the ip several times and nothing ... I also wrote this information in my current email response with the current ...
    (microsoft.public.windowsupdate)
  • Re: Windows Update Failure; Tech Abaondoned Me
    ... I removed the router and the computer ... I called dsl tech and they tried to reset the ip several times and nothing ... I will contact *someone* who knows Product and Support Services. ... I also wrote this information in my current email response with the current ...
    (microsoft.public.windowsupdate)
  • Re: Windows Update Failure; Tech Abaondoned Me
    ... I am currently awaiting a response from the third case tech and it has been almost 3 full days. ... Failed to get CacheFile registry value key for binary wups2.dll ... It seems like more and more these days that when you buy something from a company they provide little or worthless support, and the endusers seem to know more then the techs. ... I also wrote this information in my current email response with the current tech and said I was unhappy with the direction the case was going because I stated that it seems like they are reading a set script instead of providing individual help. ...
    (microsoft.public.windowsupdate)