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Windows Update Hangs on Server 2008 R2 x64 Web Edition

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  • Hi,

     

    The issue may be caused by one of the following factors:

     

    1. The installation is affected by some third-party security software.

    2. The downloaded installation file is corrupted.

     

    In order to narrow down the cause of our issue, please refer to the following steps:

     

    NOTE: Some third party programs can affect the Windows Update service. If you are running any third party applications such as Spyblocker, Internet or web accelerators (programs designed to boost the speed of the Internet connection), security or anti-virus programs (Norton, McAfee, etc.), I recommend we temporarily disable or shut them down and then try accessing Windows Update later. Please be sure to enable them again when the update process has been completed.

     

    Rename the Windows Update Softwaredistribution folder

    ====================================

    This issue may occur if the Windows Update Software distribution folder has been corrupted. We can refer to the following steps to rename this folder. Please note that the folder will be re-created the next time we visit the Windows Update site.

     

    1. Close all the open windows.

    2. Click "Start", click "All programs", and click "Accessories".

    3. Right-click "Command Prompt", and click "Run as administrator".

    4. In the "Administrator: Command Prompt" window, type in "net stop WuAuServ" (without the quotes) and press Enter.

     

    Note: Please look at the cmd window and make sure it says that it was successfully stopped before we try to rename the folder. However, if it fails, please let me know before performing any further steps and include any error messages you may have received when it failed.

     

    5. Click "Start", in the "Search" box, type in "%windir%" (without the quotes) and press Enter.

    6. In the opened folder, look for the folder named "SoftwareDistribution".

    7. Right-click on the folder, select "Rename" and type "SDold" (without the quotes) to rename this folder.

    8. Still in "Administrator: Command Prompt" window, type the command "net start WuAuServ" (without the quotes) in the opened window to restart the Windows Updates service.

     

    Note: Please look at the cmd window and make sure it says that it was successfully started. However, if it fails, please let me know before performing any further steps and include any error messages you may have received when it failed.

     

    If the issue persists, would you please send me more information for analyzing. For your convenience, I have created a workspace for you.  You can upload the information files to the following link.  (Please choose "Send Files to Microsoft")

     

    Workspace URL: https://sftasia.one.microsoft.com/choosetransfer.aspx?key=74c92a23-e927-47ba-a8c1-0d379425c8fa

    Password: O{vRyj-^V

     

    Note: Due to differences in text formatting with various email clients, the workspace link above may appear to be broken.  Please be sure to include all text between '(' and ')' when typing or copying the workspace link into your browser. Meanwhile, please note that files uploaded for more than 72 hours will be deleted automatically. Please ensure to notify me timely after you have uploaded the files. Thank you for your understanding.

     

    How to collect the WindowsUpdate.log file

    ====================================

    1. Click "Start", type "WindowsUpdate.log" (without the quotes) in the Search Bar and Press Enter. We will see a file named "WindowsUpdate.log".

    2. Now click on the "File" menu and then click "Save As".

    3. From the left panel, click "Desktop" and click Save.

     

    System Information

    ====================================

    1. Click “Start”, type in “msinfo32” (without quotation marks) in the Search bar and then press Enter.

    2. Choose “Save” from the File menu and save it as an NFO file.

    3. Find the file, right-click on this file, click "Send To", and click "Compressed (zipped) Folder".

    4. Send the compressed file to us.

     

    Regards,


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    Wednesday, December 01, 2010 2:11 AM
  • Hi Arthur,

    I tried following the steps you outlined. I was able to stop the service, rename the SoftwareDistribution service, and restart the WuAuServ.

    Then I tried downloading the updates again through the built in Windows Update on the server.

    It downloaded 6 updates. Installed 3 of them very quickly and is now sitting for hours on installing the 4th update without progressing any further.

    I have generated the files you requested and uploaded them to the workspace that you provided for me.

    Please let me know what to do next. I have many of these servers that cannot be updated.

    Thanks,
    Arsen

    Monday, December 06, 2010 10:14 PM
  • Hi,

     

    According to the WindowsUpdate.log, I find the following error messages:

     

    2010-12-06  15:00:17:134    848     2fa4     AU  >>##  RESUMED  ## AU: Installing update [UpdateId = {76563666-0FBF-408E-A7B1-3B27542CD05A}]

    2010-12-06  15:00:17:134    848     2fa4     AU    # WARNING: Install failed, error = 0x800706BE / 0x00000000

    2010-12-06  15:00:17:181    848     2fa4     AU  >>##  RESUMED  ## AU: Installing update [UpdateId = {07EE2F77-A85B-455A-8F21-103992516A70}]

    2010-12-06  15:00:17:181    848     2fa4     AU    # WARNING: Install aborted, error = 0x8024000B

    2010-12-06  15:00:17:243    848     27c8     Agent      * WARNING: Exit code = 0x8024000B

    2010-12-06  15:00:17:243    848     2fa4     AU  >>##  RESUMED  ## AU: Installing update [UpdateId = {4EBA1A7C-AF81-4469-9602-0B4FE8EC28D0}]

    2010-12-06  15:00:17:243    848     27c8     Agent    *********

    2010-12-06  15:00:17:243    848     2fa4     AU    # WARNING: Install skipped

    2010-12-06  15:00:17:243    848     27c8     Agent    **  END  **  Agent: Installing updates [CallerId = AutomaticUpdates]

     

    In System Information, I also find that McAfee is installed.

     

    Based on the current situation, I would like to suggest you temporarily uninstall McAfee to test the issue.

     

    If it does not work, please also run the following command with elevated privilege:

     

    ren %systemroot%\System32\Spupdsvc.exe Spupdsvc.old

     

    After that, please restart the computer to check the result.

     

    If the issue persists, please also run the System Update Readiness Tool. For more information, please refer to the following Microsoft KB article:

     

    Description of the System Update Readiness Tool for Windows Vista, for Windows Server 2008, for Windows 7, and for Windows Server 2008 R2

    http://support.microsoft.com/kb/947821

     

    Regards,


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    Tuesday, December 07, 2010 2:40 AM
  • Hi,

    Whenever the updates get stuck, I cannot reboot the server in normal way. Also, the net stop wuauserv sits there for a long time and then says "cannot stop service". I had to use the POWER OFF button to turn off the server. It came back up OK. I uninstalled McAfee (even though it was in stopped state when I last tried installing updates) and re-run the updates. This time they installed OK (but this happened before too - being able to finish installing the updates after the first few attempts get stuck).

    I tried following the McAfee uninstall procedure on a few other boxes. On one after uninstalling McAfee completely, I was able to install the updates without having to POWER OFF in the middle.

    However, on the 2nd box, uninstalling McAfee did not fix the problem. The update still got stuck, I had to use the POWER OFF button and then the updates finished installing.

    I could not try the rename of the spupdsvc.exe since that file does not exist on my boxes.

    I did try running the System Update Readiness Tool before on these boxes.

    -Arsen

    Tuesday, December 07, 2010 5:57 PM
  • Hi,

     

    Would you please upload the WindowsUpdate.log and System Information files from the problematic computers? For your reference, I have created a new workspace below.

     

    Workspace URL: https://sftasia.one.microsoft.com/choosetransfer.aspx?key=6a87a60c-9d6d-4356-a232-5ad32010c533

    Password: ms7PoPNFUxc

     

    Regards,

     


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    Wednesday, December 08, 2010 3:08 AM
  • Hello Arthur,

    I just uploaded these files from another server. This one, I didn't uninstall McAfee from because it was not seemingly helping with other boxes. The attachment contains a screenshot of how it looks stuck for hours on a given update (the updates on which it gets stuck are always different). 

    I did do the clean up on this box of the SoftwareDistribution folder and the readiness check (which ran fine and didn't report any errors in the CheckSRU log).

    Thanks,
    Arsen

    Wednesday, December 08, 2010 11:30 PM
  • Hi,

     

    According to the following message, I would like to confirm that do you install updates via WSUS?

     

    “2010-12-08 16:20:21:362    832     188 Report  Uploading 12 events using cached cookie, reporting URL = HTTP://WSUS-1/ReportingWebService/ReportingWebService.asmx

     

    In addition, I realize that you have other member servers with the same issue. Based on the current situation, this issue mostly can be caused on the WSUS server side. You may refer to the following articles for more troubleshooting suggestions.

     

    How to troubleshoot common Windows Update, Microsoft Update, and Windows Server Update Services installation issues

    http://support.microsoft.com/kb/906602

     

    Troubleshooting guide for issues where WSUS clients are not reporting in

    http://blogs.technet.com/b/sus/archive/2009/02/19/troubleshooting-guide-for-issues-where-wsus-clients-are-not-reporting-in.aspx

    Troubleshooting Windows Server Update Services 3.0

    http://technet.microsoft.com/en-us/library/cc720436(WS.10).aspx

     

    If the issue persists, please submit a new question on the original WSUS forum for further assistance.

     

    Regards,


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    Thursday, December 09, 2010 2:45 AM
  • Hi Arthur,

    But the same issue persists when using the "get online updates" option within the Windows Update interface on these servers.

    In other words, even when trying to get the updates directly from the "online" (not from WSUS) it still hangs exactly the same way. There is no difference on these servers when going to WSUS or "online".

    Please advise.

    Thanks,
    Arsen

     

    Thursday, December 09, 2010 5:03 AM
  • Hi,

     

    Please refer to the following Microsoft KB article and follow the steps to reset Windows Update components manually.

     

    How do I reset Windows Update components?

    http://support.microsoft.com/kb/971058

     

    If it does not work, please also run the command: SFC /Scannow to scan and repair the system files. If any files cannot be fixed, please also run the command: findstr /C:"[SR] Cannot repair member file" %windir%\logs\cbs\cbs.log >sfcdetails.txt and check sfcdetails.txt for the unfixed files. You may manually replace them to fix the issue. For more information, please refer to the following Microsoft KB article:

     

    How to use the System File Checker tool to troubleshoot missing or corrupted system files on Windows Vista or on Windows 7

    http://support.microsoft.com/kb/929833

     

    Regards,


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    Friday, December 10, 2010 2:08 AM
  • Hi Arthur,

    I tried everything you suggested, but the problem is still happening. I even tried removing the servers from the group policy about WSUS and they still get stuck installing random updates.

    I reset the Windows Update components and did the SFC scan (nothing found).

    What I did notice is that if after the updates get stuck and I try to stop the updates using the UI button, in the WindowsUpdate.log it says that it sends a cancel but after awhile the UI still has the stop button grayed out but not marking the update as stopped.

    I am able to kill the TrustedInstaller and the wu update .exe and reboot the computer. Once the computer comes back on it is able to install the remaining updates.

    Also, when installing the updates manually by downloading each one separately it seems to work.

    I think something is happening with the UI.

    Thanks,
    Arsen

    Tuesday, December 14, 2010 3:36 PM
  • Hi Arthur,

     

    I have a similar problem with Windows Update on my Windows 2008 R2 x64 server. The Windows Update just sits there an hangs while checking

    for updates. I have followed the steps above with no changes at all. Here is the bottom portion of my WindowsUpdate.log - Let me know if you

    will need anything else - I really appreciate your help on this.  Steve

    2011-01-01 14:33:43:791 792 978 Misc ===========  Logging initialized (build: 7.3.7600.16385, tz: -0500)  ===========

    2011-01-01 14:33:43:800 792 978 Misc  = Process: C:\Windows\system32\svchost.exe

    2011-01-01 14:33:43:800 792 978 Misc  = Module: c:\windows\system32\wuaueng.dll

    2011-01-01 14:33:43:790 792 978 Service *************

    2011-01-01 14:33:43:800 792 978 Service ** START **  Service: Service startup

    2011-01-01 14:33:43:800 792 978 Service *********

    2011-01-01 14:33:43:834 792 978 Agent  * WU client version 7.3.7600.16385

    2011-01-01 14:33:43:835 792 978 Agent  * Base directory: C:\Windows\SoftwareDistribution

    2011-01-01 14:33:43:837 792 978 Agent  * Access type: No proxy

    2011-01-01 14:33:43:839 792 978 Agent  * Network state: Connected

    2011-01-01 14:33:44:553 792 978 DtaStor Default service for AU is {00000000-0000-0000-0000-000000000000}

    2011-01-01 14:33:44:556 792 978 DtaStor Default service for AU is {9482F4B4-E343-43B6-B170-9A65BC822C77}

    2011-01-01 14:33:44:572 792 978 Agent WARNING: Failed to read the service id for re-registration 0x80070002

    2011-01-01 14:33:44:572 792 978 Agent WARNING: Missing service entry in the backup data store; cleaning up

    2011-01-01 14:34:16:492 792 324 Report CWERReporter::Init succeeded

    2011-01-01 14:34:16:492 792 324 Agent ***********  Agent: Initializing Windows Update Agent  ***********

    2011-01-01 14:34:16:496 792 324 Agent ***********  Agent: Initializing global settings cache  ***********

    2011-01-01 14:34:16:496 792 324 Agent  * WSUS server: <NULL>

    2011-01-01 14:34:16:496 792 324 Agent  * WSUS status server: <NULL>

    2011-01-01 14:34:16:496 792 324 Agent  * Target group: (Unassigned Computers)

    2011-01-01 14:34:16:496 792 324 Agent  * Windows Update access disabled: No

    2011-01-01 14:34:16:512 792 324 DnldMgr Download manager restoring 0 downloads

    2011-01-01 14:34:16:554 792 324 AU ###########  AU: Initializing Automatic Updates  ###########

    2011-01-01 14:34:16:581 792 324 AU  # AU disabled through User preference

    2011-01-01 14:34:16:581 792 324 AU  # Will interact with non-admins (Non-admins are elevated (User preference))

    2011-01-01 14:34:16:583 792 324 AU Initializing featured updates

    2011-01-01 14:34:16:583 792 324 AU Found 0 cached featured updates

    2011-01-01 14:34:17:113 792 978 Report ***********  Report: Initializing static reporting data  ***********

    2011-01-01 14:34:17:113 792 978 Report  * OS Version = 6.1.7600.0.0.196880

    2011-01-01 14:34:17:113 792 978 Report  * OS Product Type = 0x00000007

    2011-01-01 14:34:17:170 792 978 Report  * Computer Brand = MICRO-STAR INTERNATIONAL CO.,LTD

    2011-01-01 14:34:17:170 792 978 Report  * Computer Model = MS-7549

    2011-01-01 14:34:17:204 792 978 Report  * Bios Revision = V16.0

    2011-01-01 14:34:17:204 792 978 Report  * Bios Name = Default System BIOS

    2011-01-01 14:34:17:204 792 978 Report  * Bios Release Date = 2009-07-22T00:00:00

    2011-01-01 14:34:17:204 792 978 Report  * Locale ID = 1033

    2011-01-01 14:34:17:224 792 324 AU Successfully wrote event for AU health state:0

    2011-01-01 14:34:17:235 792 324 AU Successfully wrote event for AU health state:0

    2011-01-01 14:34:17:235 792 324 AU AU finished delayed initialization

    2011-01-01 14:34:21:089 792 724 AU Triggering AU detection through DetectNow API

    2011-01-01 14:34:21:089 792 724 AU Triggering Online detection (interactive)

    2011-01-01 14:34:21:114 792 978 AU #############

    2011-01-01 14:34:21:114 792 978 AU ## START ##  AU: Search for updates

    2011-01-01 14:34:21:114 792 978 AU #########

    2011-01-01 14:34:21:124 792 978 AU <<## SUBMITTED ## AU: Search for updates [CallId = {9BFB6DF9-6668-40F5-B486-B5E6DD1A9827}]

    2011-01-01 14:34:21:124 792 570 Agent *************

    2011-01-01 14:34:21:124 792 570 Agent ** START **  Agent: Finding updates [CallerId = AutomaticUpdates]

    2011-01-01 14:34:21:128 792 570 Agent *********

    2011-01-01 14:34:21:128 792 570 Agent  * Online = Yes; Ignore download priority = No

    2011-01-01 14:34:21:128 792 570 Agent  * Criteria = "IsInstalled=0 and DeploymentAction='Installation' or IsPresent=1 and DeploymentAction='Uninstallation' or IsInstalled=1 and DeploymentAction='Installation' and RebootRequired=1 or IsInstalled=0 and DeploymentAction='Uninstallation' and RebootRequired=1"

    2011-01-01 14:34:21:128 792 570 Agent  * ServiceID = {9482F4B4-E343-43B6-B170-9A65BC822C77} Windows Update

    2011-01-01 14:34:21:128 792 570 Agent  * Search Scope = {Machine}

    2011-01-01 14:34:21:128 792 570 Setup Checking for agent SelfUpdate

    2011-01-01 14:34:21:133 792 570 Setup Client version: Core: 7.3.7600.16385  Aux: 7.3.7600.16385

    2011-01-01 14:34:21:319 792 570 Misc Validating signature for C:\Windows\SoftwareDistribution\WuRedir\9482F4B4-E343-43B6-B170-9A65BC822C77\muv4wuredir.cab:

    2011-01-01 14:34:21:366 792 570 Misc Microsoft signed: Yes

    2011-01-01 14:34:21:876 792 570 Misc Validating signature for C:\Windows\SoftwareDistribution\SelfUpdate\wuident.cab:

    2011-01-01 14:34:21:882 792 570 Misc Microsoft signed: Yes

    2011-01-01 14:34:21:920 792 570 Setup Skipping SelfUpdate check based on the /SKIP directive in wuident

    2011-01-01 14:34:21:920 792 570 Setup SelfUpdate check completed.  SelfUpdate is NOT required.

    2011-01-01 14:34:22:123 792 570 Misc Validating signature for C:\Windows\SoftwareDistribution\WuRedir\9482F4B4-E343-43B6-B170-9A65BC822C77\muv4wuredir.cab:

    2011-01-01 14:34:22:129 792 570 Misc Microsoft signed: Yes

    2011-01-01 14:34:22:149 792 570 Misc Validating signature for C:\Windows\SoftwareDistribution\WuRedir\9482F4B4-E343-43B6-B170-9A65BC822C77\muv4wuredir.cab:

    2011-01-01 14:34:22:155 792 570 Misc Microsoft signed: Yes

    2011-01-01 14:34:22:161 792 570 PT +++++++++++  PT: Synchronizing server updates  +++++++++++

    2011-01-01 14:34:22:161 792 570 PT  + ServiceId = {9482F4B4-E343-43B6-B170-9A65BC822C77}, Server URL = https://www.update.microsoft.com/v6/ClientWebService/client.asmx

    2011-01-01 14:34:22:795 792 570 PT WARNING: Cached cookie has expired or new PID is available

    2011-01-01 14:34:22:795 792 570 PT WARNING: PTWarn: Anonymous plug-in skipped for WU

    2011-01-01 14:34:40:526 792 570 Driver Matched driver to device PCI\VEN_10EC&DEV_8168&SUBSYS_75491462&REV_02

    2011-01-01 14:34:40:526 792 570 Driver Status: 0x180200a, ProblemNumber: 00000000

    2011-01-01 14:34:44:512 792 570 Handler FATAL: UH: 0x800706be: EvaluateApplicability failed in CCbs::EvaluateApplicability

    2011-01-01 14:34:44:513 792 570 Agent WARNING: Failed to evaluate Installed rule, updateId = {710EBC70-0D61-4DE3-B782-65EDF3BB9291}.100, hr = 800706BE

    2011-01-01 14:35:14:529 792 570 Agent WARNING: Failed to evaluate Installable rule, updateId = {710EBC70-0D61-4DE3-B782-65EDF3BB9291}.100, hr = 80080005

    2011-01-01 14:35:16:535 792 570 Handler FATAL: UH: 0x800706be: EvaluateApplicability failed in CCbs::EvaluateApplicability

    2011-01-01 14:35:46:540 792 570 Agent WARNING: Failed to evaluate Installed rule, updateId = {28986622-FC60-4D4F-AD83-BE6B2E08A327}.101, hr = 80080005

    2011-01-01 14:35:52:183 792 570 Handler FATAL: UH: 0x800706be: EvaluateApplicability failed in CCbs::EvaluateApplicability

    2011-01-01 14:35:52:183 792 570 Agent WARNING: Failed to evaluate Installed rule, updateId = {47C0F508-4956-4554-A0CC-534D3B348F2A}.100, hr = 800706BE

     

    Saturday, January 01, 2011 7:47 PM