Re: MS Update 'Website problem'
- From: "Plegron" <plegron@xxxxxxxxxxx>
- Date: Wed, 7 Nov 2007 19:37:04 -0000
Fortunately, a colleague of mine was able to discover that the error code
pertains to an out-of-date license. Closer inspection revealed that the
system clock had been set to some arbitrary point in the future and
resetting this solved the problem.
However, before I discovered this I'd sent a request for help to MS. The
response I got was so wide of the mark gobsmackingly stupid, I have included
a copy below. This must set some kind of record even for Microsoft.
This is my post to MS:
----------
Following a hard disk replacement, I've just restored a PC from an image
taken just after it was first built.
The build was just Win XP SP2 with Office 2003 and some basic utilities and
configuration and has been used as the basis for several PCs on our network
and we've never had a problem, but I'd like to update the image to include
any critical updates and one or two other changes.
For some reason, when I go to run Microsoft Update I get an error message
saying:
[Error number: 0x80248015] The website has encountered a problem and cannot
display the page you are trying to view. The options provided below might
help you solve the problem.
The FAQ and Find Solutions aren't any help and searching the KB for the
error number also returns no results. I posted the same question on the
Windows Update newsgroup and got a reply suggesting the following KB
article:
http://support.microsoft.com/kb/943144
I followed both suggested actions but neither have made any difference so I
should point out that this is not a 'repaired' XP installation. Although
the process of restoring from an image may produce a similar condition it
doesn't appear to be the source of this problem.
Any ideas why I'm getting this or what's causing it?
I'm a Partner and the original source of the XP installation was a CD in the
Action Pack.
Operating System: Windows XP
----------
This was the reply I got back:
----------
Case Reference Number: **********
Hi Plegron,
Thank you for contacting Microsoft Technical Support, I would like to
introduce myself as the support engineer who has taken ownership of your
Microsoft Support Case.
Before we start troubleshooting, please if you could confirm the following
contact details are correct?
YOU'RE EMAIL ADDRES: somebody.elses.email@xxxxxxx
YOU'RE CONTACT NUMBER: somebody else's number
From the problem description I understand that you are unable to installWindows Updates and receive error "The website has encountered a problem and
cannot display the page you are trying to view".
If this is incorrect or I have misunderstood the issue you are experiencing,
please provide me with the exact details.
Plegron, I would like inform you, that the issue you are experiencing might
occur due to some Windows XP corrupt or missing files, for which we may have
to redirect you to the Windows XP Support team.
Please be assured that I will try my best to assist you in resolving the
issue via email support.
In the meanwhile, please try the below mentioned steps and see if the issue
gets resolved:
1. Stop the Background Intelligent Transfer Service and the Automatic
Updates service.
To do this, follow these steps:
a. Click Start, click Run, type cmd, and then click OK.
b. At the command prompt, type the following commands, and then press ENTER
after each command:
net stop wuauserv
net stop bits
exit
2. Rename the Catroot2 folder.
Note Do not follow this step if you are using Microsoft Windows 2000.
To rename the Catroot2 folder, follow these steps:
a. Click Start, click Run, type cmd, and then click OK.
b. At the command prompt, type the following commands, and then press ENTER
after each command:
net stop cryptsvc
ren %systemroot%\System32\Catroot2 oldcatroot2
net start cryptsvc
exit
Important Do not rename the Catroot folder. The Catroot2 folder is
automatically recreated by Windows, but the Catroot folder is not recreated
if the Catroot folder is renamed.
3. Rename the "SoftwareDistribution" folder:
a. Click Start, click Run, type %systemroot%, and then click OK.
b. Right-click the SoftwareDistribution folder, and then click Rename.
c. Type SoftwareDistribution.old, and then press ENTER to rename this
folder.
4. Register the files that are used by Windows Update and Microsoft Update.
To do this, follow these steps:
a. Click Start, click Run, type cmd, and then click OK.
b. At the command prompt, type the following commands, press ENTER after
each command, and then click OK every time that you receive a verification
message:
regsvr32 wuapi.dll
regsvr32 wuaueng1.dll
regsvr32 wuaueng.dll
regsvr32 wucltui.dll
regsvr32 wups2.dll
regsvr32 wups.dll
regsvr32 wuweb.dll
5. Start the Background Intelligent Transfer Service, the Automatic Updates
service, and the Event Log service. To do this, follow these steps: a.
Click Start, click Run, type cmd, and then click OK.
b. At the command prompt, type the following commands, and then press ENTER
after each command:
net start bits
net start wuauserv
net start Eventlog
exit
You can visit the below mentioned link for more information:
http://support.microsoft.com/?kbid=910359&SD=tech
Plegron, if the issue still persists, in order for me to obtain the fastest
resolution to your issue please could you provide the following information?
-Do you have any anti-virus software installed on your computer system, if
so what is it?
-Do you have any firewall installed on your computer system, if so what is
it?
-Do you have service pack 2 installed on your computer system?
-When did this problem start happening?
-What software has been installed/uninstalled or modified on the computer
system?
-What hardware has been installed/uninstalled or modified on the computer
system?
-Please provide detailed steps of when the error occurs?
-Please provide the error code, if applicable?
-Can you reproduce this problem every time?
-Are you on a network?
-Are you facing this issue on single or multiple computers?
I look forward to your reply.
Regards,
Microsoft Product Support Services http://support.microsoft.com/uk
Microsoft Contact Centre (UK): 0870 60 10 100
Microsoft Contact Centre (Republic of Ireland): 1 850 940940
3 Easy Steps to Help Keep Your PC Secure:
http://www.microsoft.com/uk/security/protect/alert.mspx
We pride ourselves at Microsoft on delivering an excellent service and we
trust that you are totally satisfied with the service you have received. If
you have any feedback about my work or your support experience, please send
your comments and suggestions to my manager and the UK Management team by
e-mailing mailto:
******************
Information provided in this document is provided "as is" without warranty
representation or condition of any kind, either express or implied,
including but not limited to conditions or other terms of merchantability
and/or fitness for a particular purpose. The user assumes the entire risk to
the accuracy and the use of this document.
----------
So I replies as follows:
----------
Hi.
Fortunately, a colleague of mine was able to discover that the error code
pertains to an out-of-date license. Closer inspection revealed that the
system clock had been set to some arbitrary point in the future and
resetting this solved the problem.
You'll have to forgive me for finding this amusing, but there is a certain
irony about the stupidity of your reply. Aside from your suggestions being
way off the mark, it raises some very significant questions about the error
reporting mechanism used on the MS Update the site:
1. Why does MS Update the site provide such an unhelpful message that gives
no indication as to the reason it's not working?
2. Why is the error code not listed in the list of codes found by following
one of the three links on the error page?
3. Why is it that even searching the MS KB didn't return any results for
this code?
Having drawn a blank at this stage, I sent a request for help that you
answered. Since I'd taken the trouble to submit a detailed account of the
problem it's really quite insulting to have such an inappropriate response.
I'm sure you mean well, but if you'd bothered to read my original message
you'd see that the majority of your questions are either irrelevant or had
already been answered.
To have you start your message by asking me to confirm an incorrect email
address after you'd correctly sent the message to me is just absurd and
shows that you are either a complete idiot or, as is more likely, the reply
was 'assembled' by some badly-designed automated system that makes it appear
to have been written by a complete idiot!
I can't imagine the mess I'd be in now had I followed the advice you'd
offered, but your response makes it quite clear that you hadn't read what
I'd written. This is not an acceptable response and, unless you can provide
some sort of explanation, I will be lodging a complaint.
----------
.
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