automatic update download freezes

everytime i open windows xp help and suport an automatic update starts to
download and then freezes a quarter of the way through. nomatter how long i
wait for it it never moves or ends. any help would be appreciated. thank you

"laura",

We need a little more information. Would you mind running
through the steps again and replying with the log entries
from the attempt? Here's how:

Conventions:
- In these instructions, keys on the keyboard are wrapped,
such as: <Enter>, so an instruction of: Type: cmd <Enter>
means type the three letters cmd and then press <Enter>.
- Combinations such as <Ctrl>+<S> and <Ctrl>+<Shift>+<End>
mean to press and hold the keys in order while then
pressing the last key. For example, press the <Ctrl> key
and hold, then press the <Shift> key and hold, and then
press the <End> key as if you were typing a single letter
of the alphabet.


On Windows XP:
1. Close all Internet browsers
2. Look down at the System clock and note the time, hour
and minute. Let the minute move forward one, so that
there is no other activity associated with this attempt.
3. Open Help and Support, as you mentioned in your
posting.
4. Allow the download to start and watch it. Wait for the
download to freeze. If it fails to freeze, reply back and
let us know.
5. Assuming it did freeze, leave this alone and move to
the following steps.
6. Click Start
7. Click Run
8. Type: %WINDIR%\WindowsUpdate.log <Enter>
9. When the log opens, scroll down to the first line that
matches the hour and minute you memorized in step 2.
10. Click to place the cursor at the very beginning of
that line, and press <Shift>+<Ctrl>+<End>. This should
highlight the log from this point to the end of the log.
11. Press <Ctrl>+<C> to copy the highlighted text.
12. Reply to this posting.
13. When that window opens, describe what happened, and
perhaps if anything behaved differently than you first
described.
14. After this, on a new line, type: Log entries follow:
<Enter>
15. Press <Ctrl>+<V> to paste the entries into the reply.
16. Verify that the text copied from steps 10-11 have
indeed been pasted into the reply.
17. Send it to us, and let us take a look at this failure.


Sincerely,

Pat Walters [MSFT]

>-----Original Message-----
> everytime i open windows xp help and suport an automatic
update starts to
>download and then freezes a quarter of the way through.
nomatter how long i
>wait for it it never moves or ends. any help would be
appreciated. thank you
>.
>