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Spyware, viruses, & security forum: Can't access Windows Update web site

by: mklepzig July 15, 2010 6:58 PM PDT

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Can't access Windows Update web site

by mklepzig - 7/15/10 6:58 PM

This one has really been driving me crazy. After removing viruses, spyware, and rootkits on customers' Windows XP pcs, I can no longer access the Windows Update web site. I can browse other web sites with no problem (after unchecking the proxy settings boxes that the viruses so graciously left behind). I can get automatic updates (little yellow shield in the system tray) to work after using Microsoft Fix It in KB 971058, but still can't access the web site. I've tried resetting IE settings, Winsock fix, flush DNS, adding MS update to trusted sites list, adding sites and port # to firewall exceptions, even turning firewall completely off. The only thing I can do is boot to the Windows XP disc and run a repair on the Windows XP installation. Has anyone else encountered this issue? Is there a Microsoft Fix It or Kellys Korner tweak that I could use instead of running a repair every single time? Thanks in advance for your help.


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How about the Hosts file in Windows?

by Donna Buenaventura Moderator - 7/15/10 10:47 PM

In Reply to: Can't access Windows Update web site by mklepzig

Did you reset it also? Malware/virus can modify it as well. If you have not reset, use the fix it solution by Microsoft to reset the hosts file:
http://support.microsoft.com/kb/972034

If that will not help, please post back with the recent entry in the windowsupdate.log from the root directory of the system drive.


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Let's look at the windowsupdate.log

by mklepzig - 7/30/10 8:05 AM

In Reply to: How about the Hosts file in Windows? by Donna Buenaventura Moderator

Well I tried the Microsoft Fix it. I'm sorry to say it didn't work, thank you though. I'm not sure what all you need from the windowsupdate.log, but here is some of the last entries:

2010-07-16 16:08:33-0500 1096 b4 Bios Name = Phoenix ROM BIOS PLUS Version 1.10 A01
2010-07-16 16:08:33-0500 1096 b4 Bios Release Date = 2004-08-24T00:00:00
2010-07-16 16:08:33-0500 1096 b4 Locale ID = 1033
2010-07-16 16:08:33-0500 1096 b4 ClientVersion: iuengine.dll = 5.4.3790.5512
2010-07-16 16:08:33-0500 1096 b4 ClientVersion: wuapi.dll = 5.4.3790.5512
2010-07-16 16:08:33-0500 1096 b4 ClientVersion: wuauclt.exe = 5.4.3790.5512
2010-07-16 16:08:33-0500 1096 b4 ClientVersion: wuauclt1.exe = 5.4.3790.5512
2010-07-16 16:08:33-0500 1096 b4 ClientVersion: wuaucpl.cpl = 5.4.3790.5512
2010-07-16 16:08:33-0500 1096 b4 ClientVersion: wuaueng.dll = 5.4.3790.5512
2010-07-16 16:08:33-0500 1096 b4 ClientVersion: wuaueng1.dll = 5.4.3790.5512
2010-07-16 16:08:33-0500 1096 b4 ClientVersion: wuauserv.dll = 5.4.3790.5512
2010-07-16 16:08:33-0500 1096 b4 ClientVersion: wucltui.dll = 5.4.3790.5512
2010-07-16 16:08:33-0500 1096 b4 PT: Using serverID {9482F4B4-E343-43B6-B170-9A65BC822C77}
2010-07-16 16:08:33-0500 1096 b4 PT: Using server URL https://www.update.microsoft.com/ClientWebService/client.asmx
2010-07-16 16:08:34-0500 1096 b4 PT: Calling GetConfig on server
2010-07-16 16:08:34-0500 1096 b4 Add header for accept-encoding: xpress succeeded
2010-07-16 16:08:36-0500 1096 b4 DetectCompressionType returning type 1, hr=0x0
2010-07-16 16:08:36-0500 1096 b4 GetConfig: 0x8024400a
2010-07-16 16:08:36-0500 1096 b4 PT: Cannot recover from fault, origin=GetConfig, hr=0x8024400a
2010-07-16 16:08:36-0500 1096 b4 Sync of Updates: 0x8024400a
2010-07-16 16:08:36-0500 1096 b4 WU client failed Searching for update with error 0x8024400a
2010-07-16 16:08:36-0500 1096 b4 Search Callback Failed, hr is 0x8024400a
2010-07-16 16:08:36-0500 1096 b4 Setting next AU detection timeout to 2010-07-17 02:08:36
2010-07-16 16:08:36-0500 1096 b4 Setting AU scheduled install time to 2010-07-17 08:00:00
2010-07-16 16:08:36-0500 1096 b4 WU client calls back to search call AutomaticUpdates with code Call failed and error 0x8024400a
2010-07-16 16:08:36-0500 1096 b4 WU client completed and deleted call {0EA645FC-6A84-4058-BDB3-4980B6567AC7}
2010-07-16 16:08:38-0500 1096 b4 REPORT EVENT: {0DEA4367-CEB3-4872-B0EC-21AFBB2D7D7F} 6 2010-07-16 16:08:31-0500 1 148 101 {D67661EB-2423-451D-BF5D-13199E37DF28} 0 80072efe SelfUpdate Failure Software Synchronization Error: Agent failed detecting with reason: 0x80072efe
2010-07-16 16:08:38-0500 1096 b4 REPORT EVENT: {C46389AE-DACA-4882-A8C2-8A768634625B} 7 2010-07-16 16:08:36-0500 1 148 101 {00000000-0000-0000-0000-000000000000} 0 8024400a AutomaticUpdates Failure Software Synchronization Error: Agent failed detecting with reason: 0x8024400a
2010-07-16 16:08:38-0500 1096 b4 Reopened existing event cache file at C:\WINDOWS\SoftwareDistribution\EventCache\{9581B84C-4120-4DAF-957B-848681821CEF}.bin for writing.
2010-07-16 16:09:57-0500 1096 44c Service received connect notification
2010-07-16 16:09:57-0500 1096 7d4 AU received event of 3
2010-07-16 16:09:58-0500 1096 44c Service received logon notification
2010-07-16 16:09:58-0500 1096 7d4 AU received event of 3
2010-07-16 16:13:38-0500 536 21c Out of proc datastore is shutting down
2010-07-16 16:13:39-0500 536 21c Out of proc datastore is now inactive


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Yes, the log you posted is helpful

by Donna Buenaventura Moderator - 7/30/10 12:11 PM

In Reply to: Let's look at the windowsupdate.log by mklepzig

There's two error codes: 0x80072efe and 0x8024400a

It's only network connection issue. You should try visiting Windows Update website again. If it's still no luck.. do you use third-party firewall or any security software that monitors traffic to the internet? If so, try to temporary disable the firewall protection.

If not helping, try to restart Background Intelligent Transfer Service (BITS) service.
If restarting BITS will not help, check if you have the current version of BITS:
http://support.microsoft.com/kb/842773/


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Can't access Windows Update web site

by mklepzig - 8/17/10 1:03 PM

In Reply to: Yes, the log you posted is helpful by Donna Buenaventura Moderator

Thank you Donna, I actually did a Windows XP repair on that particular pc. But another pc came in that had the same problem. I tried the hosts file fix it solution and that solved the problem. But if another one comes in with a similar issue and the hosts file fix it doesn't work, I will definitely try your Background Intelligent Transfer Service. I can't thank you enough for your help. If anyone else runs into this problem, feel free to share your solutions.


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Glad the hosts file reset did the trick

by Donna Buenaventura Moderator - 8/17/10 1:31 PM

In Reply to: Can't access Windows Update web site by mklepzig

If another PC have the same problem, you need to ensure the error code is the same. There is different error codes for Windows Update issue. Sometimes, updates will be download but will not install or a firewall is blocking connection to update servers of Microsoft or antivirus interferes with updates installation and there are many other error codes.

So when you come across to Windows Update problem again, just note the recent error code from the windowsupdate.log file and for sure... there is different solution to it, if different error codes.

BTW, if hosts file reset has helped, did you scan the computer with anti-malware or antivirus that is maybe the cause of hosts file modification or blocking you to visiting Windows Update?


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UPDATES

by stangram - 7/30/10 6:28 PM

In Reply to: Can't access Windows Update web site by mklepzig

Sometimes Updates look like they are installing, and then at the end, it says X number of updates couldn't be installed. Two ways to go, try later....or go to Update Help. There is a fix, a, b,c,d,e, etc. when having trouble updateing.....stangram


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Me too

by crown54 - 5/30/12 1:43 PM

In Reply to: Can't access Windows Update web site by mklepzig

This has been a serious pain for several days now. Computer doctor got the thing working again except for the update (he used at least 3 different spyware/malware removal packages), Today I received a phone call from a woman alleging to be Windows help; she knew my tel. No, my computer id No and clearly stated that I was having problems updating Windows. There was an attempt to extract money from me by saying that AVG 2012 would solve the problem, but since I didn't believe them and had Norton anyway, I declined their offer. Clearly though, the nasty little beast has got round all the security software, I have a nasty feeling that a complete reinstallation will have to be undertaken as everything else has failed. The OS is windows 7 premium.


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Good thing you denied the help

by roddy32 Moderator - 5/30/12 2:02 PM

In Reply to: Me too by crown54

from the phone call, Those are scam calls. I would take it back to your "computer doctor" as you call him and tell him it is not fixed yet.


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