In this document you will find troubleshooting guidance for Windows Update issues. There are few key points to keep in mind:

PROBING or DATA Collection – BEFORE YOU BEGIN!      

**Asking the right questions 

Before to start, you need to collect some critical information that will help you to identify the possible issue root cause. After this you’ll have more date to work and have a better idea from where to begin troubleshooting. Some important questions that you may ask to the customers in this scenario are:

1) What is the network connection type? (Home, Work, Domain, Wireless (private or public), Wired, etc)  . The computer is connected directly to the internet or is using any mode, router, or other network device? 

Objective: Many problems related to Windows Update are caused by connection block such as Servers, Proxy, Security policies, connection or ISP issues, etc. With this question you may identify something that can cause WU issues. Also, when using work or domain network check if other computers are having the same issue.

2) The issue is presented trying to search for updates or during the updates installation process?  Objective: When the problem is presented trying to search for updates this can be an issue related to internet connection such as firewall, server or proxy block. If the problem is presented during the update installation process can be related to corrupted WU files or repository, programs or drivers preventing the installation to complete of services that are not running. It’s important to know this information to understand if is related to external interference or local issues in the computer.

3) How long the problem is presented? 

Objective: This can give you a better idea if there is any software installation or other customer action that may cause the issue.

 

4) There are any software or hardware changes recently ? 

Objective: This question is pretty similar to the previous one in order to identify any software/hardware or other customer action that can cause the issue. **Setting the right Expectation  It’s very important to explain the customers about some critical errors where a system reinstall [or repair in-place upgrade] may be required. Since we don’t have the error message and other important details we’ll try our best to solve the issue but this kind of process can be necessary.

TROUBLESHOOTING WITHOUT HAVING THE ERROR MESSAGE

**Colleting log files 

You can get details related to the problem in WINODOWS UPDTE LOG and CBS LOG, find the error message and avoid many troubleshooting steps that will not solve the issue.  You can find WindowsUpdate.log file at %windir% and CBD Logs in %windir%\logs\cbs. Copy this file to the customer desktop and check the file size.

**Automated troubleshooting tools 

Today we have a lot of automated tools to solve Windows Update issues. Read about every single tool available and its working so you’ll be able to suggest/implement to the customer the better option based on the information that you already have collected. IMPORTANT: If the tools doesn’t solve the issue try to get more details, analyze the WindowsUpdate.log file to find the error message and/or perform manual steps such as described under section “Basic WU troubleshooting steps“.

Windows Update Troubleshooter (built-in):

http://windows.microsoft.com/en-US/windows7/Troubleshoot-problems-with-installing-updates

Fixit: How do I reset Windows Update components? (Always select the Aggressive mode when running this Fixit)

http://support.microsoft.com/kb/971058 
System Update Readiness Tool:  http://support.microsoft.com/kb/947821 

**Analyzing log files 

Since you receive the WindowsUpdate.log file open the file using Notepad, press CTRL+F to open the search box and try to search for some words such as: Fatal Warning and/or Error  Try to find the most recent incident, ready some line before and after in order to understand better the situation.  You can have more details about How to read the WindowsUpdate.log file in the following article KB 902093 and the article Windows Update error code list (KB 938205) Windows Update error code list (KB 938205) that provides a complete list of codes, descriptions and what they represent in WindowsUpdate.log file


 

Basic Windows Update troubleshooting steps 

If the automated tools are not able to solve Update issues may you need to perform manual steps so you can get more details. [FixIT: https://support.microsoft.com/en-us/kb/971058 ]

Try the steps below:

1. Restart the computer and try to update again. In some situations updates may require the system restart to complete the process in order to allow other updates to install.
2. Go to Windows Update and select just one update to install. Some times when you are installing more than one update this can cause issues. Doing this you will be able to find if the problem is related to a single update or related to Windows Update core components.  (Tip: Always select only Microsoft updates to be installed. Uncheck any other update from 3rd party companies such as drivers that you can receive from WU )
3. Disable or Uninstall any security software such as Antivirus or Firewall installed that can prevent updates to install. Also try to use the security software removal tool.
4. Perform a clean boot in order to avoid interference from other software’s and try to update again.
5. Manually reset the Windows Update components. May you will receive an error message performing the steps below and this will help to understand what component may be corrupted and need to be recreated or replaced:• Click Start menu, type CMD, right click in the same item that will be displayed and select Run as Administrator.• Run the following command to stop the Bits, Windows Update, Cryptographic and Trusted Installer services (press Enter after type each command):net stop bits  net stop wuauserv  net stop cryptsvc  net stop trustedinstaller  • Delete the qmgr*.dat files. To do this, type the following command and then press Enter:Del “%ALLUSERSPROFILE%\Application Data\Microsoft\Network\Downloader\qmgr*.dat”  • Rename Windows Update storage folders by running the following commands (if you receive any error message in this process try to re-name folders manually. Also check folder permissions):

Ren %systemroot%\SoftwareDistribution SD.OLD 

Ren %systemroot%\system32\catroot2 CTR2.OLD 

• Reset the BITS service and the Windows Update service to the default security descriptor. To do this, type the following commands and press Enter after you type each command:

sc.exe sdset bits

D:(A;;CCLCSWRPWPDTLOCRRC;;;SY)(A;;CCDCLCSWRPWPDTLOCRSDRCWDWO;;;BA)(A;;CCLCSWLOCRRC;;;AU)(A;;CCLCSWRPWPDTLOCRRC;;;PU) 

sc.exe sdset wuauserv

D:(A;;CCLCSWRPWPDTLOCRRC;;;SY)(A;;CCDCLCSWRPWPDTLOCRSDRCWDWO;;;BA)(A;;CCLCSWLOCRRC;;;AU)(A;;CCLCSWRPWPDTLOCRRC;;;PU) 

• Reregister the BITS files and the Windows Update files. To do this, type the following commands and press Enter after you type each command:  ( TIP: If you receive any error message trying to register the dlls below may the file is corrupted and need to be replaced )

cd /d %windir%\system32 

regsvr32.exe atl.dll 

regsvr32.exe urlmon.dll 

regsvr32.exe mshtml.dll 

regsvr32.exe shdocvw.dll 

regsvr32.exe browseui.dll 

regsvr32.exe jscript.dll 

regsvr32.exe vbscript.dll 

regsvr32.exe scrrun.dll 

regsvr32.exe msxml.dll 

regsvr32.exe msxml3.dll 

regsvr32.exe msxml6.dll 

regsvr32.exe actxprxy.dll 

regsvr32.exe softpub.dll 

regsvr32.exe wintrust.dll 

regsvr32.exe dssenh.dll 

regsvr32.exe rsaenh.dll 

regsvr32.exe gpkcsp.dll 

regsvr32.exe sccbase.dll 

regsvr32.exe slbcsp.dll 

regsvr32.exe cryptdlg.dll 

regsvr32.exe oleaut32.dll 

regsvr32.exe ole32.dll 

regsvr32.exe shell32.dll 

regsvr32.exe initpki.dll 

regsvr32.exe wuapi.dll 

regsvr32.exe wuaueng.dll 

regsvr32.exe wuaueng1.dll 

regsvr32.exe wucltui.dll 

regsvr32.exe wups.dll 

regsvr32.exe wups2.dll 

regsvr32.exe wuweb.dll 

regsvr32.exe qmgr.dll 

regsvr32.exe qmgrprxy.dll 

regsvr32.exe wucltux.dll 

regsvr32.exe muweb.dll 

regsvr32.exe wuwebv.dll 

• Reset Winsock. To do this, type the following command and then press Enter:  netsh reset winsock 

• Set the proxy settings. To do this, type the following command according the Windows version and then press Enter:

For Windows XP:

proxycfg.exe -d 

For Windows 7 or Vista:

netsh winhttp reset proxy 

• Restart the Bits, Windows Update, Cryptographic and Trusted Installer services running the following commands (press Enter after type each command):

net start bits 

net start wuauserv 

net start cryptsvc 

net start trustedinstaller 

• If you are running Windows 7 or Vista, clear the BITS queue. To do this, type the following command and then press Enter:

bitsadmin.exe /reset /allusers 

• Take ownership and rename the PENDING.XML file. To do this, type the following commands (press Enter after type each command):

takeown /f C:\Windows\winsxs\pending.xml  Ren c:\windows\winsxs\pending.xml pending.old 

• Open the registry editor and remove incorrect value. To do this, type the following command and press Enter:

regedit 

• Go to HKEY_LOCAL_MACHINE\COMPONENTS registry key, right click under the COMPONENTS folder and export as COMPONENTS-BACK. After this make sure that COMPONENTS key is selected, look at the right panel and delete the following value if they available:

PendingXmlIdentifier 

NextQueueEntryIndex 

AdvancedInstallersNeedResolving 

• Install the latest Windows Update Agent. For more information, click the following article number to view the article in the Microsoft Knowledge Base KB 949104 “How to obtain the latest version of the Windows Update Agent to help manage updates on a computer”. Download the latest version, copy to C:\ and rename the file to WUA.exe after this open the command prompt as Administrator and run the following command:

WUA /force 

• After these steps restart the computer and try to update again.

 Cont …