Mom's Genuine Holiday Surprise
|
Miracles do occur during the holidays. My mother no longer is a software pirate. |
This week, a Microsoft support technician worked with my 65-year-old mom to figure out why her computer failed Windows Genuine Advantage validation. Mom had started receiving pop-up notices indicating her Windows XP copy was counterfeit. I set up that computer and knew for certain the software was genuine.
Validation failures are a hot-button topic with Windows users, if Microsoft Watch reader comments about WGA are any indication. As a user, I'm no fan of WGA Notifications, either.
My mother's validation failure sheds some insight on other false positives, which is my reason for telling her holiday story.
The support technician explained the problem in an e-mail:
"What I found is that her PC has severe cryptographic issues. The crypto issues were not caused by WGA validation or notifications. The issue could have been caused by spyware, malware, or even some software installation or update. Issues with cryptographics will cause Windows Update (AU) updates not to be able to successfully install, it can cause issues with connecting to web sites, etc."
From the diagnostic of mom's computer came "Validation Status: Cryptographic Errors Detected." The problem did not affect Office, which came back as "Office Status: 100 Genuine."
A later scan of Windows XP using Windows Defender uncovered no spyware on the computer. Assuming Defender worked as it should, spyware was not the cause of the cryptographic failure.
To resolve the issue, the support technician re-registered 10 dlls: Softpub.dll, Wintrust.dll, Initpki.dll, Dssenh.dll, Rsaenh.dll, Gpkcsp.dll, Sccbase.dll, Slbcsp.dll, Mssip32.dll, and Cryptdlg.dll files.
The Microsoft support technician explained that mom's copy of Windows XP was in fact genuine, but that "Crypto issues manifested and caused issues for many of the applications installed (not just MS apps, even not MS apps such as her Verizon suite, etc)."
I'm appreciative of the hours the support technician spent with mom, who really does regard the resolution as a holiday miracle. She is in a wheelchair, which limits how much she gets around. A functioning computer with Internet access is import to her. As the technician explained, the dll issues--a rather poignant example of "dll hell"--negatively affected Windows in other ways.
I got to wondering what other situations cause validation to fail. Here's the list I came up with from Microsoft's support Web site:
- Computer's date and time are incorrectly set
- Proxy server or firewall is present
- ActiveX controls are blocked
- Wpa.dbl file is set as read-only
- WGA folder permissions
- Product ID is inacessible
- Insufficient privileges
This list, which isn't inclusive, only covers reasons for validation to fail to complete. My mom's situation, of receiving a false positive, is a different category, and it's one on which Microsoft's Web site offers scant information.
A July post by Alex Kochis on Microsoft's Windows Genuine Advantage blog explains that "about 1 in 5 of the 300 million PCs that have run WGA validation fail. That is pretty much in line with industry numbers for software piracy." Kochis then went on to largely dismiss the idea of false positives.
However, he gave an apt definition:
"An actual 'false positive' would occur if WGA identified a specific copy of windows installed on a system as non-genuine or unlicensed when in fact it was genuine and licensed. Of the hundreds of millions of WGA validations to date, only a handful of actual false positives have been seen. Most of these were due to data entry errors that were quickly corrected and only occurred for a short period of time."
So does mom's false positive come on the one hand or has Microsoft moved to two handfuls of false positives now? Based on Kochis' definition, mom got a false positive. Or did she? A narrow interpretation--the one Microsoft's WGA team might take--would be that third-party software had tampered with the dlls on her computer. If not for the tampering, Windows XP would have validated as genuine. I won't even go down the "dll hell" topic path, but commenters please feel free if so inclined.
Microsoft exercises a perceived right to validate because it owns the software and only licenses it to the user. Fine, but ownership also designates responsibility. I'm a renter, and it's the owner's responsibility for repairs and maintenance--say, fixing a leaky roof or keeping good locks on the doors. Similarly, Microsoft as the owner of the software rents or sublets it on a perpetual basis to users. If Microsoft can scan the software for legitimacy because of ownership, then it should also better protect its property from Internet vandals.
WGA isn't going away. Microsoft baked it into Windows Vista. But neither will the controversy abide. The process of validation carries the tacit accusation of guilty until proven innocent. Who wants to be treated as a potential criminal? A search of Microsoft Watch comments to WGA posts reveals some strong animosity toward the guilty-until-proven-innocent approach.
Still, innocence has its rewards. I don't know what to get mom for Christmas now. She's so happy to be genuine, she says it's gift enough.
Comments (16)
> She's so happy to be genuine, she says it's gift enough.
Is it me, or is that very ironic indeed, given how much value you've shown it to have?
I guess users will be users, and if they're happy users then that's all we can ask for :)
Posted by edi | December 22, 2006 5:08 AM
I glad your Mom got through it. Now imagine what happens to those of us who bought WINXP Media Center Edition for a computer we built. (OEM) is the only way they sell it. So if you build it and have activation issues (a year after you first activated it) like I did you are out of luck. My problem was technically Product Activation a subtle difference but not much - I was using my machine to troubleshoot my laptop hard drive and was changing the IDE devices back and forth) when all of a sudden I was informed I had to reactivate my software. Of course at the time I did not have a network connection and tried to complete the manual reactivation over the phone. But surprise, surprise, the program that generates a validation code did not display the validation code on my screen. And I found that their tech support will refuse to help you unless you pay because it is OEM. Do they have support available for OEM builders to access to resolve their own problems? No. Did they take responsibility for their software malfunctioning? No. Was my product genuine? Yes! I was finally able to reactivate over the internet (when I got my net connection back up.)
However, what this teaches me is that MS doesn't care about its customers. They only care about the supposed effect of piracy. Things like this really only impact infrequent pirates or genuine customers. Needless to say, I have purchased my last Microsoft product and I have a sibling who works for them. Macintosh (how I have despised thee) here I come. Just please don't add the stupid, annoying, frustrating, worthless crap that Microsoft feels they need to stop piracy. Otherwise, when the hassles outweigh the benefits I'll move to another OS provider who understands that a computer is worthless if it doesn't work properly. And always remember, the customer comes first. Something MS surely forgot in this case.
Other users might want to check out:
http://www.pchell.com/support/windowsgenuineadvantage.shtml
for more information on this issue. I found them when I found your site. No ties, nothing, just seems more comprehensive for the Do-It-Yourself crowd or those like me who have issues MS won't resolve.
Posted by Anonymous | December 22, 2006 9:51 AM
What if the person having problems was my mom? Would she get several hours of work from a Microsoft technician? Absolutely not. Why not? Because I'm not a blogger or journalist who has a large ( relatively ) audience to complain to.
It was fixed for you *only* as a PR task. The fact that you don't mention that annoys me a bit, because this leaves the impression that Microsoft will put forth this effort for everyone. Which, by looking at many forums, is absolutely not the case. Microsoft is leaving it's user to fend for themselves in shark-infested waters.
Posted by Joe7Pak | December 22, 2006 1:31 PM
Anyone notice how this guy's Microsoft stories always have a happy ending?
Posted by Ghandi_Kahn | December 22, 2006 7:20 PM
If you call feeling good after somebody stops beating your head against the wall, sure a happy ending.
Posted by Brick | December 22, 2006 10:32 PM
Joe7Pak asked, "What if the person having problems was my mom?"
Ghandi Kahn said, "Anyone notice how this guy's Microsoft stories always have a happy ending?"
There's no question that not everyone would get this kind of support assistance. Before Microsoft offered the assistance, I was ready to swap mom's computer for another, so that I could do a postmortem. Mom's better happy ending would have been a newer computer; she didn't make out here.
As for the assistance, it was accepted with the understanding that Microsoft would provide details about the WGA failure. Way I see it, the results validate (pardon the bun) that the WGA process does give false positives. A number of commenters say their XP versions failed to validate, but without verification Microsoft can makes excuses about a handful of false positives.
Here, we have a documented situation where a computer free of spyware with a legitimate copy of Windows failed WGA validation. The story also provides a cause that may apply to other Microsoft Watch readers' computers that failed WGA validation.
Happy Holidays,
Joe
Posted by Joe | December 23, 2006 9:27 AM
Actually, in this day and age any persistant person can become a one man army. If you are willing to invest the time and network with a purpose, the internet gives anyone the ability to sow their story of woe to millions. Wether anyone reads it or not is less important than wether or not it shows up on search engines. That is what greases the wheels of progress. If it looks bad for the company the squeaky wheel will get greased.
It has always worked that way, the internet is actually a great equalizer for the average guy or girl, not the opposite.
Posted by Dave | December 23, 2006 10:40 AM
"Do they have support available for OEM builders to access to resolve their own problems?"
Yes they do! OEM System Builders have their own support channel. They have a website, phone number, and chat support for any pre-sales and system builder related questions. It's completely free. End-users that buy a complete system have to go back to the OEM that built it and installed Windows on it for support. DIY'ers that buy OEM copies become their own OEM System Builder so they have to work within the OEM System Builder channel for support. It is not the same contact as for standard end-user support.
"I was using my machine to troubleshoot my laptop hard drive and was changing the IDE devices back and forth)"
And after 3 changes it requires reactivation. This is common knowledge. Sometimes that requires a phonecall, but it won't stop you from reactivating unless you change the motherboard. A new motherboard is considered a new computer, so OEM copies aren't supposed to be able to reactivate unless it's the exact same motherboard. A defective motherboard swapout is acceptable though, but you have to tell the phone activation agent that it was a DEFECTIVE motherboard. OEM copies are NOT TO BE TRANSFERRED from a still-working computer to a new system. If you are getting rid of your old system or are upgrading the motherboard, the only legal license that allows you to transfer is a Retail Version (and some volume licenses). The idea is that if you get rid of your old system (ie. sell it or give it away) it will have a legally licensed copy of Windows for the next user. You can then purchase a new copy with your next computer. Obviously, having a legal copy of Windows with a used computer adds value over a bare system, so you can sell it for more to recoup the cost for a new license. For any one license that still only means one computer at a time. Retail Versions come with end-user support from Microsoft too.
Be wary of where and how you buy OEM System Builder versions of Windows. Counterfeit manufacturers are getting sneeky and are reproducing most of the Microsoft packaging very easily. OEM System Builder copies will be in cellophane and will ONLY come with hologram CD/DVD's (unless accompanied with a major brandname computer). For a DIY'er to buy a single OEM copy separately, you ABSOLUTELY DO NOT have to buy it with hardware or a system anymore (the license agreement has been revised). BUT, legally it has to be sold to you in the ORIGINAL OEM System Builder single or multi-pack. For singles, the kit in packaged in a bubble-pack envelope with an OEM System Builder License sticker on the outside. For multi-packs (3 or 10 packs), they'll be in a box with the same sticker, and will include an OEM Preinstallation Kit CD. Don't buy it without the aforementioned extra packaging because to-date none of the counterfeit makers have been reproducing the extra packaging, and also, DIY'ers need to be aware of their licensing rights and restrictions when they buy OEM copies. This saves Microsoft from users that don't know what they're getting into when they buy OEM versions.
Posted by Waethorn | December 23, 2006 8:58 PM
That was kind of weird pro MS rant. So remember kiddies, only buy copies of XP that come in Windows Genuine Bubblewrap envelopes so that we can all save poor defenseless Microsoft from the horrors of people who think they have the right to use software they purchased in any machine they choose. Ummmm.... OK?
Glad to hear Moms machine is AOK, but I have personally seen many false positives. A lot more than would be justified by Microsofts low estimates of the problem. Thanks for making it perfectly clear that she had absolutely no infection or problem other than WGAs malfunction.
On a side note, hacks have manged to defeat WGA checks in 32 bit Vista permanently, so the KMS server method is trumped already. Can you guess who WGA will be problematic to in the future? Here's a hint: It's not pirates. Okay I'll tell you. It's retail users. There, now doesn't that make you want to purchase a copy?
Posted by Raiden | December 26, 2006 5:29 PM
After much hasseling and re-re-re-entering of the verification numbers and and digits, applying many words I do not normally use and endless hours of total frustration, I gave up. MS won. Finally solved the problem by purchasing another XP SP2 disc and downloaded it over the supposedly "pirated" copy. I really resent the idea that I should have to pay any manufacturer for help in fixing their broken product when the breakage is no fault of mine. Oh, and BTW, I got rid of Norton for the same reason. Maybe we need a consumers union to negotiate with these giants?
Posted by Igor | December 27, 2006 2:14 PM
I don't see WGA as 'guilty until proven innocent' since I am under no obligation to run it, ever. I see it more like a membership card that I have to show in order to gain access to my membership benefits. You can spin it either way, but users of genuine software really have nothing to worry about.
--Tim Long
Posted by Tim Long | December 28, 2006 7:10 PM
I was very glad to see things work out, as it was obviously a painstaking process to nail down what was going on. I am just an Advanced User and Webmaster with Computer Security issues and I am adding this item (below) from that aspect of things. It is just another almost horrifying situation, almost, with all the spyware world of things society itself is finally awake to. This malware was discovered a few months ago, and I am adding it here because it may obscurely relate to the subject matter for persons browsing the article as one more clue or possibility to a similar problem.
FAKE PRODUCT:
New malware poses as WGA validation and notification
http://tech.groups.yahoo.com/group/bcpcnet-webgroup/message/1054
SOURCE:
Posted on: 6/29/2006 12:41:35 PM EST
http://blogs.zdnet.com/Spyware/?p=838
A new piece of very nasty malware has been recently discovered on spyware help
forums, first here and again here. The file name is wgavn.exe and it creates a
service named "Windows Genuine Advantage Validation Notification", ....
Posted by gerry | January 6, 2007 12:14 AM
Seems to me that WGA is merely DRM with a fancy - obfuscating - name. It's the same as with music. It stops a casual pirate (maybe); it hurts unintentional pirates that were ripped off by an unscrupulous company; But it does didley-squat to stop any real piracy. And it does treat all customers the same: as criminals.
My new system is nearly Microsoft free. As soon as OpenOffice matures, I will be completely MS free.
Posted by Hm ... | May 7, 2007 5:57 PM
13 comments, 1.5 extra license sales as reward for "oops, sorry" activation/WGA false-positives. "Nice PC you have here; it would be a shame if it stopped working in a few days".
See the problem?
It's spammer logic all over again; if it's free to nag a million people for money, and 1% respond, that's a good RoI.
In this case, buggy activation/WGA behavior sold an extra XP license to one frustrated user, and nearly sold another to the blogger's Mum. Cost to MS? Nil. Cost to MS if they were to fix the gugs that "accidentally" false-positive? Greater than nil, and all they'd get is reduced revenue.
Waethorn: Documentation for Vista's component activation thresholds is hard to find, but if you do check it out, you will see that changing IDE devices is not supposed to tilt the game.
Start paste...
As long as the change is above (I am assuming this is a typo, and it should say "below") 25 points you do not need to re-activate. Here is the table to determine total points. This applies to both Windows Vista client and Longhorn server for retail activation, MAK activation and KMS activation.
Component Class Name Default Weight
CD-ROM/CD-RW/DVD-ROM 1
IDE Adapter 3
Physical OS Hard Drive Device Serial# 11
Display Adapter 1
SCSI Adapter 2
Audio Adapter 2
Network Adapter MAX Address 2
Processor 3
RAM Amount Range (i.e. 0-512mb, 512–1 GB) 1
BIOS ID (‘0’ always matches) 9
...end paste.
CD + HD = 1 + 11 = 12 points.
Total of 35 points, - 12 points, = 23
Depending on how you read the above, you're either dead as soon as the HD changes, or should be alive even if both HD and CD are changed.
So either the story's wrong, or the (hard-to-get) documentation's wrong, or the code is buggy.
None of those possibilities inspire confidence in the vendor, even before you factor in recent WGA server hassles that caused validation checks to fail-deadly, or malware that spoofs the de-activated state as SE - as described here:
http://www.microsoft-watch.com/content/security/windows_activation_trojan.html
The saddest thing is, the victim in this case was grateful for being allowed to use her PC again, rather than angry she was needlessly hassled.
Posted by Chris Quirke | August 28, 2007 11:18 AM
Every morning as people wake up and make the commute to work,many dream of the day when they will finally work forthemselves. Every time the boss lets someone know that they must give up their weekend plans for the good of the company, people contemplate the benefits of being the owner of their own business .Are you one of these people? If you are, it is important to ask yourself some very importantquestions before you make the uncertain leap into self-employment.Many dream of the benefits of home business ownership, but few take into account the sacrifices that must be made to bring the dream to fruition. Please don`t make this mistake yourself. You must approach home business ownership with your eyes wide open. Ask yourself the important questions, and more importantly, answer your own questions openly and honestly. www.PlugInProfitSite.com/main-24625 Are you the type of person who relishes every chance to gather around the water cooler for social interaction? If so, then home business ownership may...
Posted by traffic affiliate programs | September 23, 2008 9:42 PM
My inbuilt ethernet slowed my connection speed right down so I installed a PCI ethernet card, The following day Windows Genuine validation said that my copy of Microsoft Office was not genuine. As the Ethernet card was the only new addition to my system, I removed the ethernet cable from the new card and plugged into the old inbuilt ethernet, checked Office validation and found that validation was successful. Why would an ethernet card cause this problem. My Office program is absolutely genuine and I still have the receipt for it.
Posted by Ken Loveday | May 6, 2009 9:24 AM