This is a lot of info but here is what I sent to the MSFT person that
tried
to help. I have spent countless hours on this mess. Windows Defender
Advice from Microsoft and response (my email address is edited out)
Date: Tue, 2 May 2006 09:40:38 -0700 (PDT)
From: "xxxxxxxxxxxxxxxxx @sbcglobal.net>
Subject: Re: Microsoft incident: SRZ060426003083 - Thanks but more
problems
created. NEED HELP.
To: "Sarah Meng (MS)" <
[email protected]>
CC:
Sarah:
Thanks for responding with your fix to Uninstall and Reinstall. But now
it
is worse than ever.
On the day you sent the response, I followed your instructions exactly and
uunfortunately, after the uninstall, Defender would not even download, let
alone install. Therefore I did a system restore and Defender reappeared
and
according to my Microsoft history, it successfully updated new Definition
Update 1.14.1410.10 for BETA Windows Defender (KB915597) six times but the
prior update Definition Update 1.14.1408.8 for BETA Windows Defender
(KB915597) still failed to install. I copied and pasted my install
history
below.
New problem: Although my history shows the latter update was successful,
no
matter how many times I visit the Windows update website, it says I need
to
install Definition Update 1.14.1410.10 for BETA Windows Defender
(KB915597) .
Further, when I click on the Defender Icon, the screen comes up that I am
running the old April 20, 2006 version 1.14.1406.
Note: My other computer shows the correct upated version when I click on
the
Defender ICON and does not need multiple downloads.
HELP !!!!!!!!!!!! More details below:
*************************************************
I have every detail of what happens and a comparison of my two computers -
one of which accepted the update; the other would not.
First, I assume you know the problems created by this Defender update
Definition Update 1.14.1408.8 for BETA Windows Defender (KB915597) are
pervasive and posted all over the Internet including multiple places in
Microsof't's NET Passport website of which I am a member.
It appears numerous people are asking Microsoft for help and getting all
kinds of different answers from different support representatives. I
suggest
all of you get together and put out a fix to "patch" the update. I am
guessing about half the computers set for "automatic updates" had this one
fail to install and most people don't even know it failed.
First, I followed your uninstall and reinstall instructions to the letter
and now Defender will not download. I had this EXACT same problem on my
other computer a month when I reinstalled defender because it would not
update and I solved it by switching to the AOL browser and downloading it
through the
www.download.com website. That "fix" is did not work on this
computer. [Note: My other computer accepted the not only Definition
Update
1.14.1408.8 for BETA Windows Defender (KB915597), it also accepted
Definition
Update 1.14.1410.10 for BETA Windows Defender (KB915597).]
Copy and paste of my update history for the last few days:
Review your Update History
If an update failed to install, click the Failed icon to learn how to
solve
the problem.
Note: To remove an update, go to Add and Remove Programs in your Control
Panel.
Key: = Succeeded = Cancelled = Failed
Print Current | Print All
Product
Update
Status
Date
Source
Windows Defender Definition Update 1.14.1410.10 for BETA Windows Defender
(KB915597)
Tuesday, May 02, 2006 Microsoft Update
Windows XP Security Update for Windows XP (KB901190)
Tuesday, May 02, 2006 Microsoft Update
Windows Defender Definition Update 1.14.1410.10 for BETA Windows Defender
(KB915597)
Tuesday, May 02, 2006 Automatic Updates
Windows Defender Definition Update 1.14.1410.10 for BETA Windows Defender
(KB915597)
Friday, April 28, 2006 Microsoft Update
Windows Defender Definition Update 1.14.1410.10 for BETA Windows Defender
(KB915597)
Friday, April 28, 2006 Microsoft Update
Windows Defender Definition Update 1.14.1410.10 for BETA Windows Defender
(KB915597)
Friday, April 28, 2006 Automatic Updates
Windows Defender Definition Update 1.14.1410.10 for BETA Windows Defender
(KB915597)
Friday, April 28, 2006 Automatic Updates
Windows Defender Definition Update 1.14.1408.8 for BETA Windows Defender
(KB915597)
Thursday, April 27, 2006 Microsoft Update
Windows Defender Definition Update 1.14.1408.8 for BETA Windows Defender
(KB915597)
Thursday, April 27, 2006 Automatic Updates
Windows Defender Definition Update 1.14.1408.8 for BETA Windows Defender
(KB915597)
Wednesday, April 26, 2006
This Computer:
Dell E510, one month old, Intel P4 640HT 3.2 GHz, GIG of RAM, XP Media
Edition.
Other Computer:
Dell 8400, 13 months old, Intel P4 630HT 3.0 GHz, GIG of RAM, XP Home
Edition..
Configurations and software are almost identical except this computer runs
TrendMico Anti Virus and Firewall and other computer runs McAfee.
Here is what happened after I uninstalled defender per your instructions.
First, ran disk cleanup, removed all temp files, and ran defragmenter.
Then
tried to download and got this:
Thank You for Downloading
Windows® Defender (Beta 2) x86
Instructions
In the File Download dialog box, do one of the following:
. To start the installation immediately, click Open or Run this
program from its current location.
. To copy the download to your computer for installation at a
later
time, click Save or Save this program to disk.
For more information about the download you have selected, including any
detailed installation instructions, return to the download information
page.
Then I get the little box that says "Do you want to run or save this
file" -
Whether I click run or save essentially the same thing happens.
I have a fast connection and in just a few seconds the little red line
runs
almost all the way across the dialogue box but stops at 89% or 4.87 of the
5.5 MB file downloads saying 2 seconds left. It runs a total of 2 minutes
17
seconds and never finishes downloading the full file. If I click save,
the
box reads "download complete, plants a 4.89 MB incomplete file on my
desktop
and gives me the choice to Run, Open Folder, or Close. Then, just for fun
I
guess, I click "Run" and get the following error message with no number:
/!\ This installation package could not be opened. Verify that the package
exists and that you can access it, or contact the application vendor to
verify that this is a valid Windows Installer package.
Dear Paul,
Thank you for contacting Microsoft Online Support Service. My name is
Sarah,
and I'm glad to work with you. For your reference, the case ID for this
service request is SRZ060426003083. You can contact me directly by writing
an
email to (e-mail address removed) with the case ID in the subject
line.
From your description, I understand that the updated definition files for
Windows Defender cannot be installed with the error code 0x36B1. If there
has
been any misunderstanding, please let me know.
I fully understand the inconvenience this issue has caused. Please be
assured that I will do my best to assist you.
This issue can be caused by corrupted Windows Defender definition files.
To
troubleshoot this issue, I suggest we perform the following steps and let
me
know the result.
Step 1:
============
1. Click Start, click Run, type "appwiz.cpl" (without quotation marks) in
the Open box, and then click OK.
2. Select Windows Defender from the program list and click the Remove
button
to uninstall.
3. Click Start, click Run, type "msiexec /x
{A5CC2A09-E9D3-49EC-923D-03874BBD4C2C}"
(without quotation marks, please also note there are spaces after
"Msiexec"
and "/x") in the Open box, and then click OK.
Step 2:
============
1. Download and install the Windows Installer Cleanup utility from this
following link:
http://download.microsoft.com/download/E/9/D/E9D80355-7AB4-45B8-80E8-983A48D5E1BD/msicuu2.exe
2. Run the utility from Start -> All Programs -> Windows Install Clean Up.
3. Select all Windows Defender related entries from the list (if there
are)
and click Remove.
Step 3:
============
1. Open Internet Explorer.
2. Download and install Windows Defender from the following link and
reboot
the computer:
http://www.microsoft.com/downloads/...e7-da2b-4a6a-afa4-f7f14e605a0d&DisplayLang=en
3. Please go to Microsoft Update:
http://update.microsoft.com/microsoftupdate/ and install the updates for
Windows Defender. Check if the issue still occurs.
Please try my suggestions and let me know the results at your earliest
convenience. If you receive any error message, please capture a screenshot
for me:
Screenshot
===============
1. When the error message appears, press the Print Screen key (PrtScn) on
your keyboard.
2. Click Start, click Run, type MSPAINT, and click OK.
3. In Paint, click Paste under the Edit menu, click Save under the File
menu, type a file name for the snap shot, choose JPEG as "Save as type",
and
click Save.
Please send the JPEG file to (e-mail address removed) in a new
email.
I look forward to hearing from you.
Best Regards,
Sarah Meng
(e-mail address removed)
Microsoft Windows Update Support Professional
---------------------------------------------
Satisfied customers are my top priority!
Please let either myself or my manager know what you think of the level of
service provided. You can send feedback directly to my manager, Kenneth Xu
at
(e-mail address removed)
Windows OneCare Live:
http://go.microsoft.com/?linkid=4416252
Give your computer continuous antivirus and firewall protection, along
with
regular tune-ups and back-ups to maintain its performance.
Steve Dodson said:
We are working to make signature updates (and error messages) better
before
RTM. We do like feedback such as this in order to help us correct
problems
before release. The signature issue a lot of people hit happened on the
day
you posted, so we were still investigating the issue. We are looking good
to
release further information shortly. Thanks for being patient and testing
the beta.
--
-steve
Steve Dodson [MSFT]
Windows Defender Beta Lead
MCSE, CISSP
http://blogs.technet.com/stevedod
--
This posting is provided "AS IS" with no warranties, and confers no
rights.
Use of included script samples are subject to the terms specified at
http://www.microsoft.com/info/cpyright.htm
Note: For the benefit of the community-at-large, all responses to this
message are best directed to the newsgroup/thread from which they
originated.
Mel said:
I have the same exact problem with WD Update KB915597 (~ seems
rediculous
to
fully reinstall Defender from the begininng ~ even for a work-around
until
MICROSOFT fixes this). Why doesn't MICROSOFT have a FIX for this or
why
aren't they willing to REDO this update to fix this problem that so
many
BETA
users are having? At least I don't get an error response in DUTCH.
I wonder if Defender will be able to move ahead with other updates
since
this one FAILED? Could be more problems on thre horizon unless we
completely
reinstall. NO HELP from MICROSOFT either - I tried. They suggest
Newsgroups
since it is in BETA and there is no trained support staff yet.
Wouldn't
you
think the developers would like this feedback to FIX the inherent
problems
with it while it is in BETA. Otherwise WHY do we agree to use software
when
it is in BETA release???? I wonder?????
~Mel
:
Just found the solution.
Download and re-install Windows Defender Beta2.
After reinstall WD will get the new defenition updates itself and if
you
look in your update history you will notice that update 1.14.1408.8 is
successfully installed from an external source. I don't what caused
the
problem in the first place, but anyway this workaround solved my
problem.
Marix
:
I have the same problem/same error message number - on a one month
old
DELL
E510 with P4 640 (3.2 GHz). Today's other Windows automatic updates
downoaded and installled fine except this one. It downloads fine
but
will
not complete the installation. Will someone please let me know if
they
figiure out how to solve it.
I have Trend Micro and tried installation with all virus scan and
realtime
spyware turned off. My one year old DELL 8400 with all the same
anti
spy but
with McAfee Virus Scan & Firewall installed it fine via automatic
updates.
I tried 5 manual installs on this computer. Microsoft has not
issued
anything about this error message yet.
*************************
:
Windows Update automatically downloaded WindowsDefender update
1.14.1408.8
(KB915597). After initalisation of the update Windows returns a
message (in
Dutch) like: "The installation of the updates cannot be
completed."
The update history shows that Defenition Update 1.14.1408.6 was
successfully
completed on april 21, but the automatic update 1.14.1408.8 for
Windows
Defender has failed 4 times. The error code is 0x36B1
What is causing this error and what do I have do to solve this
problem?
