Checklist for some of the most
common problems with Windows Update issues
Changed 10 September
2005
Check the Windows Update
Fixes to see if there is already a fix for your
issue.
Use the information from step 1 with the Windows Update
Troubleshooter. if
the Troubleshooter does not solve your problem follow this
checklist to resolve your issue. If applicable, give
this information to the person assisting you with the
problem.
Be sure you are
logged in to a profile that has Administrator
privileges
REBOOT before
beginning.
1. Check the Windows Update Log for the
exact error message. The appropriate error(s) should be
near the end of the log.
"C:\Windows\Windows Update.log"
(Windows 98/ME/XP)
"C:\WINNT\Windows
Update.log" (Windows
2000)
Update.log may be hidden, if it is
hidden:
Go to C:\WINDOWS
Click the top TOOLS, click
FOLDER OPTIONS, click VIEW
Check the radio button. "Show
hidden files and folders"
Click OK and you should now see
more files.
Use the Windows Update
Troubleshooter or give this information to the
person assisting you with the problem.
2. Disable ALL antivirus components, Web Trap
component of PC-cillin, Surfin Guard Pro, download
accelerators/enhancements, Download Accelerator Plus, spyware
applications and anything unusual installed.
Third-Party
Products That Conflict with Windows Update, this is
NOT a complete list, but it gives you an idea what to look
for.
Make sure you repeat this step
after every reboot before continuing.
3. Reboot computer then try
updates one at a time if issue involved multiple
updates.
4. Check Date/Time (Look Closely, this is a major cause of update
issues).
Also verify the computer is set to the
correct Time Zone:
Double click Clock in Notification area
(bottom right corner normally)
Click Time Zone
tab.
5. Try another profile with
Administrator access.
If you do not have one, go to User
Accounts in the Control Panel.
Select "Create a new
account"
Select "Computer Administrator" when the option
arrives.
Follow the prompts to create the profile.
Log
out of old profile, log in to new profile.
6. If you use AOL,
minimize AOL and open Windows Update:
Start/All
Programs/Windows Update
7. Verify the following services
are not disabled (Windows XP Windows Server
2003)
Start/Run
Type "services.msc"
Click
"OK"
Automatic Updates
Background Intelligent Transfer
Service (BITS)
Cryptographic Services
Remote Procedure
Call (RPC)
System Restore Service
8. Try it in Safe Mode (Windows
XP)
Reboot tapping F8 each second.
Select "Safe Mode" at
the menu.
9. Go to windows update
Click
"Pick updates to install" on the left panel instead of "Scan
for updates".
Follow the prompts as usual.
"Scan for
updates" should work properly the next
time.
10. Run an updated virus scan.
Or
Scan for Viruses online.
Sometimes it is a good idea to run
more than one to ensure nothing is missed:
Kaspersky Online
Virus Scanner
Panda
ActiveScan
Trend Micro House
Call
Symantec Security
Check
11. Check this link:
Do you
have parasites?
Run Ad-Aware (free version)
Update if
you already have it.
Or
SpyBot
Update if you already have
it.
You may want to use both of these tools to be sure all
spyware is gone.
12.
Download CWShredder.
Be sure to update
to the latest version.
13. For troubleshooting, temporarily
disable any 3rd party firewall but FIRST enable Internet
Connection Firewall "ICF"
(Does not apply to Windows
9x)
14. (Windows XP):
Reboot
computer.
Go to Control Panel
Open Administrative
Tools
Double-click Services.
Right-click Cryptographic
Services.
Click Properties.
Click Automatic for Startup
type.
Click OK and follow prompts.
Reboot, login to
an Administrator account.
Double click My
Computer.
Double click C drive.
Double click Windows
file.
Double click System32 file.
Right click catroot2,
click rename, type
"catroot2old"
ENTER
Reboot
15.
(Windows XP)
Go to Control Panel.
Click Windows Update
on the left panel
16. Go to Internet Options in
the Control Panel:
Delete Cookies
Delete Files (check
box "Delete all offline content")
Clear History
Perform
Disk Cleanup:
Start/All Programs/Accessories/System
Tools/Disk Cleanup
Check all boxes except "Compress Old
Files"
Click OK and follow prompts.
17. Set a language in Internet
Explorer:
To check the language setting in Internet
Explorer:
(1.) Click "Tools" and then select "Internet
Options".
(2.) Click "Languages".button
(3.) Make sure
at least one language is listed in the "Language Options"
dialog box
18. Disable the options
"Automatically detect settings" and "Use automatic
configuration script."
To do this:
(1.) Open Internet
Explorer.
(2.) Click "Tools," and then click "Internet
Options."
(3.) Click "Connections," and then click "LAN
Settings."
(4.) Make sure the check boxes for
"Automatically detect settings" and "Use automatic
configuration script" are not
selected.
19. Open Internet
Explorer
Click Tools
Click Internet Options
Click
Security tab.
Click "Internet Zone"
Click
Default
Click OK and follow prompts.
20. Uncheck "Check for server
certificate revocation"
a. Open Internet Explorer
b.
Click on Tools
c. Click on Internet Option from the drop
down menu
d. Click on the Advanced tab
e. Scroll down to
the Security Section
f. Unselect "Check for server
certificate revocation"
g. Reboot the
machine
21. Follow this link:
WINUP:
"Software Update Incomplete, This Windows Update Software Did
Not Update Successfully"
22. Upgrade to the latest version of Internet
Explorer with the latest Service pack if you have
not already done so
If you already have the most current version,
repair Internet explorer:
Go to Add/Remove Programs in the
Control Panel
Windows XP
Select "Microsoft Internet
Explorer"
Select "Change/Remove"
Choose the Repair
option
Windows 9x
Select "Microsoft Internet
Explorer and Internet Tools"
Click Add/Remove
Choose the
Repair option
23. Verify Internet Explorer is using
128 bit encryption. If not follow the steps above to
upgrade/repair Internet Explorer.
To check:
Open
Internet Explorer.
Click "Help", click "About Internet
Explorer"
"Cipher Strength" should be "128-bit"
24. Disable all Start-up
items
Reboot
Start/Run
Type "msconfig" ENTER
Click
Start-up tab and make a note of what is checked and
unchecked.
Go back to General tab.
Select Selective
Start-up (unless already selected).
Uncheck "Load Start-up
group items".
Click OK, follow prompts and reboot.
Try
windows Update again.
When done, go back to
MSCONFIG.
Recheck Start-up tab items and place to normal
Start-up if that was original configuration.
Click OK and
follow prompts.
25. Change the URL prefix
to "https" instead of "http"
If this resolves your issue,
this is most likely a caching issue referencing outdated
Microsoft data with your ISP.
This workaround may be
necessary until your ISP clears their cache, usually less than
a week.
26. WINUP: Problems
When Viewing or Downloading From Windows
Update
27. Display contents of hidden
folders:
Open My Computer
Click "Tools"
Click "Folder
Options"
Click "View" tab
Under "Hidden files and
folders"
Select "Show hidden files and folders"
Uncheck
"Hide extensions for known file types"
Uncheck "Hide
protected operating system files"
Click OK
Delete
Windows Update data:
Open My Computer
Double click C
drive
Double click "Program Files" folder
Double click
"Windows Update" folder.
Delete everything except the "V4"
folder
Double click "V4" folder
Delete everything in the
folder except "iuhist.xml"
Close the window and attempt
update again.
28. You Cannot View
Updates on the Windows Update Site Using Secure Socket
Layer
