Efficient service of Microsoft's Customer Service .
前天发现自己2000系统升级不了，提了个question到微软的Support，结果效率还真不差。 贴上解决方案。提问时我就写了个can not update. 看看他们解决流程：接到提问->转到support->给出solution.
Problem title:
can not update.
Product:
Microsoft Windows Update (All Languages)
Sent on:
3/20/2006 11:47:36 AM
Last modified:
3/22/2006 11:56:54 AM
Description:
Problem Description: can not update.
Operating System:Windows2000
Original Problem: Microsoft Windows Update (All Languages)
Send Reply
Your Response - 3/22/2006 11:56:53 AM
Problem Description: it's ok now,thanks for effective help.
Response from Microsoft - 3/21/2006 9:58:19 PM
Dear Terry,
Thank you for choosing Online Support for your Microsoft Technical Support offering. My name is Harry and I will be assisting you with this service request. For your reference, the Case ID of this service request is SRZ060320000480.
As you mentioned, when attempting to update Windows from the Windows Update site, you encountered a problem that it fails to update. If I have misunderstood your concern, please let me know.
I fully understand the inconvenience you are experiencing. Please be assured that I will try my best to help you resolve the problem.
From the case attachment, I have found that Windows Update fails with the error code 0x80072EE2. Based on my experience, the issue may be caused by several factors. Troubleshooting can be time consuming, but please be assured that I will continue to assist you until the issue is resolved.
At this time, let’s try the following steps to troubleshoot the problem. After finishing each suggestion, please go to the Windows Update site <http://windowsupdate.microsoft.com> and check the result there.
Suggestion 1: Delete the Hosts file
=========================
The “Hosts” file is responsible for the local host name resolution. If this file is improperly modified, updates for Windows won’t be successfully installed on the local machine and the error code 0x80072EE2 will be generated. In this situation, to get the problem resolved, we can erase the current Hosts file and the system will spontaneously create a fresh one. Refer to the following steps.
Step 1: Clear the Hosts file
---------------------------
1. Click Start->Run, type %SystemRoot%\system32\drivers\etc and press Enter.
2. Right-click on the file “Hosts” (without quotations) and choose Delete.
3. Click Yes to confirm the deletion.
Step 2: Clean up the Domain Name Resolution (DNS) cache:
---------------------------
1. Click Start->Run, type: cmd and press Enter.
2. In the window, type: ipconfig /flushdns and press Enter.
Suggestion 2: Check the background programs
=========================
This behavior can be also caused by security programs such as a firewall or other Internet related applications running in the background, which interferes with the Windows updating process. At this time, please check if any of the following programs is currently installed on the computer that has the issue:
Download Accelerator
GetRight
Browser Blaster
Pop-up blocker
BitTorrent
eMute
Sygate Personal Firewall
Norton Internet Security
Freedom Firewall
Zone Alarm Firewall
If they are, please try to find an option pertaining to "Generic Host for Win32" and then disable it. If an option of this sort cannot be pinpointed, I recommend turning off or even uninstalling the whole program and checking the status.
Suggestion 3: Re-configure ISA server or proxy server
==================
This error can also occur due to proxy server settings. Please refer to the following Knowledge Base article if a server is being used.
You experience problems when you access the Windows Update Version 5 or Version 6 Web site through a server that is running ISA Server
<http://support.microsoft.com/?id=885819>
If you do not have permission to re-configure the settings, please contact your network administrator. If no server is being used, we can refer to the following suggestions.
Suggestion 4: Check proxy settings
==============================
Note: If any proxy is necessary to the Internet connection, please contact your ISP (Internet Service Provider) before using the following method to remove the configuration.
1. Open Internet Explorer. On the Tools menu, click Internet Options.
2. Click the Connections tab, click LAN Settings and clear all the check boxes.
3.Click OK.
4. Quit Internet Explorer.
5. Click Start, click Run, type cmd, and then click OK.
6. Type the following commands. Press ENTER after each command.
proxycfg -d
net stop wuauserv
net start wuauserv
7. Restart the computer.
For detailed information, we can refer to this Microsoft Knowledge Base article:
You receive an "Error 0x80072EE2" or "Error 0x80072EFD" error message when you try to use Windows Update
http://support.microsoft.com/?kbid=836941
However, if the behavior persists, I’d like to check the following points on your side:
1. Is the computer currently residing in a company network (LAN) or domain environment?
2. Is the computer connected to the Internet via another computer, router or proxy?
In addition, in order to perform further research, please gather the following information for me.
System Information
===============
a. Press Start, Run and type in msinfo32. Press OK.
b. Choose Save from the File menu and save it as an NFO file.
c. Find the file, right-click on this file, click "Send To", and click "Compressed (zipped) Folder".
Windows Update Log
===============
1. Click Start->Run, type: %windir% and press Enter.
2. Locate a file named “WindowsUpdate.log”. Please be aware that there may be another file named "Windows Update.log". I am requesting the file without a space in the middle of the name.
Please send the above two files to me at v-30hzha@mssupport.microsoft.com <mailto:v-30hzha@mssupport.microsoft.com>. Once I obtain the information, I will perform further research and get back to you as soon as possible. Thank you for your time and cooperation.
Please let me know the results at your earliest convenience. I appreciate your time and effort on this issue. If anything is unclear, please do not hesitate to let me know and I will be glad to help.
I look forward to hearing from you.
Best Regards,
Harry Zhang
v-30hzha@mssupport.microsoft.com <mailto:v-30hzha@mssupport.microsoft.com>
Microsoft Windows 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. know what you think of the level of service provided. You can send feedback to my manager Joe Shi at v-30josh@mssupport.microsoft.com <mailto:v-30josh@mssupport.microsoft.com>.
Response from Microsoft - 3/21/2006 1:22:21 AM
Hello Terry,
I understand you are experiencing difficulties using Wndows Update site.
Microsoft provides no-charge technical support for issues related to Windows Update, so I have forwarded your case to a Support Professional from whom you will hear within 24 hours.
Please note that since this will be handled by e-mail, you may need to adjust any bulk or junk mail filters to allow e-mail from the Microsoft.com domain to ensure you receive your Support Professional's response. If you do not receive a response within 24 hours, please check your junk or bulk mail folder for a message containing your Case ID number, SRZ060320000480, in the subject line.
If, while awaiting your Support Professional's reply, you have any additional questions or information regarding this issue, please add the details to the case notes. You may do so by writing to compmail@microsoft.com with your case number SRZ060320000480, in the subject line of your message.
Thank you for using Microsoft products and services.
Kiran
Microsoft Online Customer Service Representative.
If you have any feedback about your Online Customer Service experience please email my manager, Gopala Pradeep, at managers@microsoft.com.
Your Request - 3/20/2006 11:47:36 AM
Problem Description: can not update.
Operating System:Windows2000
