80070002 error for KB923561 and KB973904

Discussion in 'Windows Update' started by Leona K., Jan 25, 2010.

  1. Leona K.

    Leona K. Guest

    Good Morning,

    I just tried update my windows XP HOME SP3 system yesterday. There was
    quite a few of them i installed.. but I noticed when i tried to install the
    two mention in the subject. I get all sorts of issues. AAt first yesterdasy
    after downloading it was saying CANCELLED.

    I have been doing alot of research for this problem all yesterday and tried
    everything i read.. From renaming the system distribution folder..
    catroots. to reregister the update system files (for example the wups and
    wups2. etc etc) just as the MS websitre said to when i was getting the
    cancelling error.

    Now I been trying all morning and still can NOT get them to sintall. I get
    FAILED ERROR.. with that 80070002 error. Thats when i did the renaming of
    the folder and rtreied again!.. Yes i stopped the AUTOMATIC UPDATES first in
    the services section prior to renaming the folders. The folder would come
    back and then it still wouldnt NOT install.

    This is totally crazy. :) I hope someone can help me .

    Thank you

    Leona K., Jan 25, 2010
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  2. Thanks for the information. Very well put together posting.

    Here is what I suggest - and please - do it all and in the order given
    *even* if you know you have done some part of it before.

    Reboot and logon as administrative user.

    Download, install, run, update and perform a full scan with the following
    (freeware version):


    Reboot and logon as administrative user.

    Download, install, run, update and perform a full scan with the following
    (freeware version):


    Reboot and logon as administrative user.

    Download and run the MSRT manually:

    You may find nothing, you may find only cookies, you may think it is a
    waste of time - but if you do all this and report back here with what you
    do/don't find as you are doing all of it - you are adding more pieces to
    the puzzle and the entire picture just may become clearer and your
    problem resolved.

    Reboot and logon as administrative user.

    Visit this web page:

    How do I reset Windows Update components?

    .... and click on the "Microsoft Fix it" icon. When asked, select "RUN",
    both times. Check the "I agree" box and click on "Next". Check the box
    for "Run aggressive options (not recommended)" and click "Next". Let
    it finish up and follow the prompts until it is done. Close/exit.

    Reboot and logon as administrative user.

    Now visit http://windowsupdate.microsoft.com/ and do a CUSTOM
    scan and get just a few at a time. Don't do any HARDWARE updates.

    Come back and let everyone know.

    Beyond that - you can get free help with the two updates.

    How to obtain help and support for this security update

    For home users, no-charge support is available by calling 1-866-PCSAFETY in
    the United States and Canada or by contacting your local Microsoft
    subsidiary. For more information about how to contact your local Microsoft
    subsidiary for support issues with security updates, visit the Microsoft
    International Support Web site:

    North American customers can also obtain instant access to unlimited
    no-charge e-mail support or to unlimited individual chat support by visiting
    the following Microsoft Web site:

    Good luck and let everyone know how things turn out (with details - it may
    help others with similar issues even YEARS in the future.)
    Shenan Stanley, Jan 25, 2010
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  3. Error message when you use the Windows Update Web site or Microsoft Update
    Web site to install updates: "0x80070002"

    How do I reset Windows Update components?:

    See the Known Issues section of http://support.microsoft.com/kb/923561
    (April 2009): Any chance you put that workaround in place after reading the
    related Security Advisory (960906)?

    The above notwithstanding...

    See the "How to obtain help" section of, e.g.,

    For home users, no-charge support is available by calling 1-866-PCSAFETY
    and/or 1-866-234-6020 in the United States and in Canada or by contacting
    your local Microsoft subsidiary. There is no-charge for support calls that
    are associated with security updates. When you call, clearly state that
    your problem is related to a Security Update and cite the update's KB number
    (e.g., KB973904).

    Or you can...

    Start a free Windows Update support incident request:

    Consumer Security Support home page includes links for free security update
    support, too

    For more information about how to contact your local Microsoft subsidiary
    for security update support issues, visit the International Support Web
    site: http://support.microsoft.com/common/international.aspx

    For enterprise customers, support for security updates is available through
    your usual support contacts.
    PA Bear [MS MVP], Jan 25, 2010
  4. Leona K.

    Leona K. Guest

    Good Morning...

    Shenan : Thank you for the response.

    In regards to your reply. I should have mentioned that we already have
    Superantispyware and Malwarebyes installed. We have been running them for
    quite awhile now. And have already update each one them to the latest
    reference files.

    But I ran them yesterday, upon your request, and strangly enough, one of
    them found ONLY 2 cookies. That was all that was found and then deleted.
    The other did not find anything. I imagine because the first program deleted
    them. :)

    I then ran the Ms malicious malware remover tool and that took along time
    as i ran it in the more thorough mode where it did all drive partitions.
    That ALSO found nothing.

    I then did the MS update RESET as your last request. That performed its
    function but all it says was it was completed. I rebooted the pc.. and
    tried the updates again this time ONE at a time.. I still get the Error
    Code: 0x80070002.

    There ARE NO "KBxxxxxxx.log" files in the main windows folder either for
    the two updates in question. There are there for the other ones that were
    successfully updated a few days back.

    There is however, a "WindowsUpdate.log" and the last few lines on that
    file, for the present time and date shows this:

    "Failure Content Install Installation Failure: Windows failed to install the
    following update with error 0x80070002: Security Update for Windows XP

    I have read that being this is a "SP3" that this could be the basis of the
    issues?! But like I mentioned in my first post I DID all the reregistering of
    the files.

    I am at a total lost now. :-(

    PABEAR: If you read my original post. I have done all that, that was
    mentioned in those support pages you sent links to. Please understand that
    before I ever post a question I DO research on the subject and do everything
    I can do before posting.

    I noticed that the post you posted is a copy and paste that you post to
    everyone else. THAT'S where I read it before, on someone elses post. But
    alas, it did NOT help me, hence why i am here asking for help. So what you
    posted is just stuff I have already done. I did try to explain that fully in
    my original post. I am sorry if i wasnt that infomrative.

    For future reference I think I should have mentioned that I am on dial up
    and can not do online support. That is why i ask here I STARTED the MS
    Update Support Help request, as you requested IN THIS forum.


    Leona K., Jan 26, 2010
  5. Leona K.

    Leona K. Guest

    To personally respond in regards to the workaround for the 923561 issue. I
    did not install or perform any previous workaround. There was never an
    issue that has ever risen to make one want to do any workaround. All of the
    updates are done right on the MS UPDATE website.

    But for all intent and purpose, I did what that notice said about the
    various lines to enter in the command prompt and that ALSO did NOT work.
    After doing that i tried to do the 923561 again and still error.
    Leona K., Jan 26, 2010

  6. That's not enough detail. Your code means
    The system cannot find the file specified.
    So you need to figure out *which* file. To do that you could try running
    ProcMon to supplement whatever diagnostics you are getting.
    It might also help then to activate verbose logging for WU (ref. KB902093)

    However, if you just want to get the updates installed, do them manually.
    E.g. the fact that you don't have any install logs to look at means
    that your updating is failing during the download phase and indicates
    some kind of problem with AU/WU.

    Good luck

    Robert Aldwinckle
    Robert Aldwinckle, Jan 26, 2010
  7. Leona K.

    Leona K. Guest

    Hello RObert.

    I tried to install the file manually. I download the file from clicking on
    the link lon the update and found the DOWNLOAD button. I saved it to my hard
    drive and ran it. It came up wiht an error that said it cant find a file,
    but it did NOT say WHAT file. I did not try the other problematic update
    yet. I am just trying one at a time.

    The Verbose Tracing i checked the registrey according to that KB number you
    sent and there is NO TRACE entry. So i researched that and found on another
    ms page that it was common.. then it said that since it wasnt there to
    register the files again. Which i did. and tried the MANUAL install again.
    Same thing.. Missing file! :-(

    Thank you for your help!

    Leona K., Jan 26, 2010
  8. I just tried update my windows XP HOME SP3 system yesterday. There was
    How long has it been since you last installed updates? Did you install SP3
    the other day, too?

    What anti-virus application or security suite is installed and is your
    subscription current? What anti-spyware applications (other than Defender)?
    What third-party firewall (if any)?

    Has a(another) Norton or McAfee application ever been installed on the
    computer (e.g., a free-trial version that came preinstalled when you bought

    The above notwithstanding, you could always open a free support incident.
    See the "How to obtain help" section of, e.g.,
    PA Bear [MS MVP], Jan 26, 2010

  9. Then WindowsUpdate.log will now be irrelevant
    and you will now have KB logs to look at.
    In addition you may find that you can invoke verbose logging
    for the manual installs.

    If you are trying a manual install the WU log verbose or not will be irrelevant
    to your new symptoms.

    Look in the KB logs.

    Good luck

    Robert Aldwinckle, Jan 27, 2010
  10. Leona K.

    Leona K. Guest

    Hello Roebert. I still do NOT have any KB logs for the 923561 in the windows
    directy. there is alot of other log files there but NONE for KB923561! I am
    Leona K., Jan 27, 2010

  11. Then I suggest running it again with a /verbose option
    and monitoring what it's doing with ProcMon because
    there *should* be a KB923561.log in your %windir%.

    In any case running ProcMon would give you some clue
    about the code 2 you are getting.

    Good luck

    Robert Aldwinckle, Jan 27, 2010
  12. Leona K.

    Leona K. Guest

    Good Morning PA BEAR!

    We last downloaded updates back in October JUST before halloween. And i
    think i recall having the problem then too with these two. Not sure if it was
    the SAME ones. The HISTORY has since been clean. But i do remeber having
    probloems with two!.

    As far as SP3 that was installed even prior to that like back during
    summer time or when ever i dont remeber exactly but it is for sure that it
    WAS before trying the halloween updates.. SO that is why i thought THAT is
    what could be the problem.

    I apogolize if my original posts are lenghty for one to want to skip over
    it.. . but i wanted to make sure i was coovering all the detials.. I did
    mentioin in my second post what i was running for Anti mallware and superspy
    programs all uptodate... I did not mention that i was running Mcafee as welll
    and that is ALSO uptodate. I am not running any third party firewall. I
    hope that answers your question this time! :)

    I have already started a request form the other day too!.. I am just
    waiting for them to reply.. They already gave me a list of stuff to do and i
    tired it all taking one step at a time and still no luck. So i responded
    back to her as per her request and now i am just waiting for her reply


    Leona K
    Leona K., Jan 28, 2010
  13. Leona K.

    Leona K. Guest

    Robert, I ran procmon (process monitor) as you suggested. and i noticed
    that when i run the KB923561 update that it seems to narchive itself to
    the E: drive partition. Now that kinda struck me odd. So i used explorer
    and ran it again and sure enough ti could see the archive folder set up
    andthen delete itself after the process ended dure to error. I didnt know
    why it would use the E: drive. I never set any settings in it to use E
    drive.. so i was curious on why that did that..

    Now correct me if i am wrong, but i DID research on that and found that
    Windows automacially uses the drive that has the MOST amount a free space to
    unarchive and install the updates.. in which my case is the E drive?! Am i
    correct to eblive that is the case?!

    i dontknwo if thats the case why i get the missing file error .. but on the
    procmon ijt seems that it cant find ANY of the unrchived files.. but it seems
    that it is SUCCESSFUL according to the Procmon log when the KB update is
    trying to install it shows some successfull entrys.

    Leona K., Jan 28, 2010

  14. I think that that is what is generally understood, yes.

    Well, a common related problem is that the install finds a drive that
    a user is not authorized to create new directories on. So, I would suspect
    you have some kind of permissions issues on that drive. If you can't fix
    the permissions issue perhaps you could detach the problem drive or
    attach a different one that has more room or even create a large enough
    file on the problem drive that it won't get picked any more?

    Also, it sounds as if you are getting some kind of message window.
    Are you noticing the temporary files being deleted *after* you dismiss
    that message window? If so, you may be able to find the extracted
    files on the problem drive first and then move them somewhere else
    to do the final install super manually. (I have never heard of anybody
    having to do this but it seems as if it would be feasible.)

    Good luck

    Robert Aldwinckle, Jan 28, 2010
  15. Leona K.

    Leona K. Guest

    Hello Robert,

    I understand you are saying that it could be a drive access issue.. but let
    me ask you. If that was the case then why did all the other updates install
    wiht no problem?! it seems that the only two i am having a problem with is
    the ones that have somethine to do with WORD converters.

    I seriously do not think the issue is wiht the drive space either as the two
    partitions on this HDD is over 100 gigs each!, with only a little of each
    even being used.

    I do not know what else to do right now. I am also still waiting for Annie
    from the support place to reply but it has been like 4 days now!. She gave
    me steps to take i printed themout and i performed them and then sent back
    the results to her.. upon her request and i havent heard back :(
    Leona K., Jan 29, 2010

  16. None of the others tried to create a subdirectory?
    (I haven't checked if that might have been the case;
    both of my logs for the updates you're referring to
    looked normal to me and didn't refer to another drive
    in any case.)

    Have you tried again to find out why you don't have an install log to look at? ; )

    Good luck

    Robert Aldwinckle, Jan 29, 2010
  17. Leona K.

    Leona K. Guest

    PA Bear!

    I am sorry that it seems like i didnt get back to you. .... but i DID
    reply to your message yesterday but it seems like it got deleted cause i
    know ti saved. I just dont want you to think i was ignoring you.

    The last time any updates were installed on this machine was back in October
    JUST before Halloween. And if i recall that THOSE same two were haveing
    tghe same problem back then too. Icannot tell now cause the history has
    since been cleared, when i was doing trouble shooting with the windowsupdate

    Asi was saying in my reply post yesterday that got deleted. that i know my
    messages are long winded. But i try to give as much detials as i can. i DID
    noticed that i did forget to mention the virus programs until the other
    person asked. I have Mcafee Virus scan installed last year ... that is kept
    up todate with the latest reference files. That has been using for awhlie
    now. IT SCANS clean. I have lso installed SUPERANTISPYWARE and SPYBOT S&D
    all wiht the latest updates. AND they are also scanning CLEAN!

    Thee is NO third party firewall either installed! Oh yes, also that Service
    Pack 3 was installed last year .. way before october, probly back in
    june or july if i recall. Not sure exactly but i DO KNOW it was WAY before

    As mentioned I have also setup a help request through email and i am still
    waiting for Annie to get back to me. She gave me steps to folloow and to
    report back to her wiht the results. Which i did a few days back and also
    sent her the windowsupdate log file and I have NOT yet heard back from her!

    Leona K., Jan 29, 2010
  18. Yes, I saw your previous reply, Leona. Thought I'd lurk in the background
    till you tell us the outcome of your no-charge support case. If you don't
    hear back from Annie soon, ping her via email & tell her you're waiting
    patiently but...

    PA Bear [MS MVP], Jan 29, 2010
  19. Leona K.

    Leona K. Guest

    Hello Robert. I Hop this messagegets posted as every time i am trying to
    reply on here, they dont seem to not get posted.

    I don tknow if them other ones tried to create a directory in the E drive.
    As they installed quick and fine i never noticed any problpems wiht them.
    I only know that the two i am having probolems with are doing that.

    I also dont know how to find out WHY i amnot getting kbxxxxxx logs.. for
    the two in question. They just dont seem to create one when ever i tri to
    install either of them either on the website OR MANUALLY.

    I did send ANNIE my WINDOWSUPATE.LOG file she told me to look for one
    "WITHOUT" the space in between the words "windows" and "Update". Supposedly
    there is two windows update logs. I could only find one.. I was lucky it
    was THE one without the space. I asked her in my email to her why i ONLY
    had one! she did not reply back yet!

    Still waiting . and still Lost!

    Leona K., Jan 30, 2010
  20. Leona K.

    Leona K. Guest

    Good Morning.. .Man SIlly me.. the messages WERE getting posted. I didnt
    realize there was TWO pages to mypost!. Anyways I amsorry for repeating

    I did what you said about emailing Annie back I did that and i am still

    NOW i do see one thing that i DID notice over the weekend. Back when i
    was using the old windows 98 doc files. I couldnt read them on this XP
    computer, So we got a MS WORD DOC VIEWER from the MS SITE and installed
    that back then. I wonder if thats why these two updates wont install?!? but
    i dont think that would cause a missing file error?! But i do know the two
    updates in question have something to do with the WORD convertors!

    Leona K., Feb 1, 2010
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