[amoor]

Hello,

I think a vexing IE7 problem and an iTunes error are related. But I can't be sure. Contact with Apple and Microsoft tech support did not resolve the issue. Apple gave up. MSFT is AWOL after my most recent missive. Please help me diagnose the problem. My only other recourse is the Geek Squad at Best Buy -- and goodness knows I can't bear the humiliation of doing that.

Symptoms:

-IE7 apparently doesn't connect to https:// sites. For instance, when I try to login to Windows Update to file a support request, or to Facebook (https://login.facebook.com/login.php?login_attempt=1) the browser displays "Internet Explorer cannot display the webpage." However, when I switch to Firefox on the same box, I get through fine. Ditto for any other https:// site: My bank, my company's secure login page, my XM radio account update page (http://xmro.xmradio.com/xstream/api/...pdate_form.jsp)... you name it. However... on Firefox... I get in fine.

-iTunes can't take my purchase requests. I'm an iPhone user and a longtime iTunes customer. My podcasts still update on iTunes, and I appear logged in when I boot up the app, but when I click to purchase, or when I input my password to view my account, I get an error message. "An unknown error occurred (-875)." Apple product support has no info on that particular error code. (Why do they put it in the code, then? I ask myself!) If I log onto my account via my wife or kids' computers in their iTunes, (we're on the same home network) everything works fine.

-Every time I log off my WintelXPSP3 HP Media Center PC I get a "turn off to install important updates" message. The system indicates it's installing a Windows update but does not complete the action. When logged on, if I click on the Windows Update wizard through my browser, it directs me to the MSFT Update page, but the diagnostic app cannot run to determine if I need an update because "The website has encountered a problem and cannot display the page you are trying to view." Sadly, I cannot do this through Firefox, because MSFT requires you to use IE. Looking at the WindowsUpdate.log I see it's trying to install Security Update for Windows XP (KB960225). I've crossposted to the Windows Update Google Support group to see if there's any help they can provide. I've attached the most recent logout/login log below.

Fixes attempted so far:

-I first contacted MSFT because of the IE problem. (I had to use Firefox because IE couldn't open the secure email form necessary to submit a support request -- how ironic.) They asked me to perform a number of steps: Reset IE7, then uninstall firewalls, popup blockers etc. and reset to default the various IE options, check Time/Date, register a host of regsvr32 dll files, none of which changed any symptoms. They haven't responded since then.

-I contacted Apple. They asked me to uninstall/reinstall iTunes and Quicktime, to disable firewall/antivirus, to uninstall firewall/antivirus (avast free edition), to create a new Windows user account; we did a selective boot disabling everything except essential Apple/MSFT software... no change. Importantly there is no reference in their OWN product troubleshooting database, apparently to error code -875 nor did I find any ref on Google.

Plea for help:

So there you have it. Three symptoms that only in the last week or so cropped up. All seem, intellectually, that they must be related. No secure data exchange from IE but yes Firefox works. No iTunes purchasing capability on my computer, but it's fine on other household computers using the same router. And this never-installing Windows update.

Thank you for your willingness to help.


2009-03-25 22:26:56:092 1364 c7c AU AU found 1 updates for install at shutdown
2009-03-25 22:26:56:123 1948 7b0 Misc =========== Logging initialized (build: 7.2.6001.788, tz: -0500) ===========
2009-03-25 22:26:56:123 1948 7b0 Misc = Process: C:\WINDOWS\Explorer.EXE
2009-03-25 22:26:56:123 1948 7b0 Misc = Module: C:\WINDOWS\system32\wuaueng.dll
2009-03-25 22:26:56:123 1948 7b0 Shutdwn Install at shutdown: found updates to install
2009-03-25 22:27:18:436 1364 230 AU AU found 1 updates to install at shutdown.
2009-03-25 22:27:18:436 1364 230 AU #############
2009-03-25 22:27:18:436 1364 230 AU ## START ## AU: Install updates
2009-03-25 22:27:18:436 1364 230 AU #########
2009-03-25 22:27:18:436 1364 230 AU # Initiating install at shutdown
2009-03-25 22:27:18:436 1364 230 AU # Approved updates = 1
2009-03-25 22:27:19:092 1364 230 AU <<## SUBMITTED ## AU: Install updates / installing updates [CallId = {7272747B-635D-4274-B928-9699EA7982C2}]
2009-03-25 22:27:19:092 1364 e78 Agent *************
2009-03-25 22:27:19:092 1364 e78 Agent ** START ** Agent: Installing updates [CallerId = AutomaticUpdates]
2009-03-25 22:27:19:092 1364 e78 Agent *********
2009-03-25 22:27:19:092 1364 e78 Agent * Updates to install = 1
2009-03-25 22:27:19:123 912 b38 Misc =========== Logging initialized (build: 7.2.6001.788, tz: -0500) ===========
2009-03-25 22:27:19:123 912 b38 Misc = Process: \??\C:\WINDOWS\system32\winlogon.exe
2009-03-25 22:27:19:123 912 b38 Misc = Module: C:\WINDOWS\system32\wuaueng.dll
2009-03-25 22:27:19:123 912 b38 Shutdwn WARNING: AU will install 1 updates.
2009-03-25 22:27:19:170 1364 e78 Agent * Title = Security Update for Windows XP (KB960225)
2009-03-25 22:27:19:170 1364 e78 Agent * UpdateId = {F1E485A6-8B18-4D1A-B1B2-08856E3A9B70}.102
2009-03-25 22:27:19:170 1364 e78 Agent * Bundles 1 updates:
2009-03-25 22:27:19:170 1364 e78 Agent * {2224E6AB-6987-4574-B3BD-084ABEC2F984}.102
2009-03-25 22:27:23:701 1364 e78 DnldMgr Preparing update for install, updateId = {2224E6AB-6987-4574-B3BD-084ABEC2F984}.102.
2009-03-25 22:27:23:717 2196 df4 Misc =========== Logging initialized (build: 7.2.6001.788, tz: -0500) ===========
2009-03-25 22:27:23:717 2196 df4 Misc = Process: C:\WINDOWS\system32\wuauclt.exe
2009-03-25 22:27:23:717 2196 df4 Misc = Module: C:\WINDOWS\system32\wuaueng.dll
2009-03-25 22:27:23:717 2196 df4 Handler :::::::::::::
2009-03-25 22:27:23:717 2196 df4 Handler :: START :: Handler: Windows Patch Install
2009-03-25 22:27:23:717 2196 df4 Handler :::::::::
2009-03-25 22:27:23:717 2196 df4 Handler : Updates to install = 1
2009-03-25 22:27:23:717 2196 df4 Handler : Installing update {2224E6AB-6987-4574-B3BD-084ABEC2F984}.102
2009-03-25 22:27:23:717 2196 cdc Handler Installing with parameters=-q -z -er, sandbox=C:\WINDOWS\SoftwareDistribution\Download\d194d4b245b41b1828615f889a 43f7e0.
2009-03-25 22:28:15:576 2196 cdc Handler Install completed with 0x80070bc2.
2009-03-25 22:28:15:576 2196 df4 Handler : Install completed: result type = 0x1, installer error = False, error = 0x80070bc2, disabled until reboot = No, reboot required = Yes
2009-03-25 22:28:15:576 2196 df4 Handler :::::::::
2009-03-25 22:28:15:576 2196 df4 Handler :: END :: Handler: Windows Patch Install
2009-03-25 22:28:15:576 2196 df4 Handler :::::::::::::
2009-03-25 22:28:15:639 1364 e78 DnldMgr *********** DnldMgr: New download job [UpdateId = {0676CD36-2AD0-449F-82F8-39BDD4B5B93A}.100] ***********
2009-03-25 22:28:15:639 1364 e78 DnldMgr Regulation: {7971F918-A847-4430-9279-4A52D1EFE18D} - Update 0676CD36-2AD0-449F-82F8-39BDD4B5B93A is "Defaults" regulated and can NOT download. Sequence 571 vs AcceptRate 0.
2009-03-25 22:28:15:639 1364 e78 DnldMgr * Update is not allowed to download due to regulation.
2009-03-25 22:28:15:639 1364 e78 DnldMgr Regulation: {7971F918-A847-4430-9279-4A52D1EFE18D} - Update 0676CD36-2AD0-449F-82F8-39BDD4B5B93A is "Defaults" regulated and can NOT download. Sequence 571 vs AcceptRate 0.
2009-03-25 22:28:15:639 1364 834 DnldMgr *********** DnldMgr: New download job [UpdateId = {0676CD36-2AD0-449F-82F8-39BDD4B5B93A}.100] ***********
2009-03-25 22:28:15:639 1364 834 DnldMgr Regulation: {7971F918-A847-4430-9279-4A52D1EFE18D} - Update 0676CD36-2AD0-449F-82F8-39BDD4B5B93A is "Defaults" regulated and can NOT download. Sequence 571 vs AcceptRate 0.
2009-03-25 22:28:15:639 1364 834 DnldMgr * Update is not allowed to download due to regulation.
2009-03-25 22:28:15:639 1364 834 DnldMgr Regulation: {7971F918-A847-4430-9279-4A52D1EFE18D} - Update 0676CD36-2AD0-449F-82F8-39BDD4B5B93A is "Defaults" regulated and can NOT download. Sequence 571 vs AcceptRate 0.
2009-03-25 22:28:15:639 1364 4e8 AU >>## RESUMED ## AU: Installing update [UpdateId = {F1E485A6-8B18-4D1A-B1B2-08856E3A9B70}, succeeded]
2009-03-25 22:28:15:717 1364 e78 Report REPORT EVENT: {DDC9CADA-A7C0-466F-8C75-22F5283D6C15} 2009-03-25 22:28:15:639-0500 1 199 101 {F1E485A6-8B18-4D1A-B1B2-08856E3A9B70} 102 0 AutomaticUpdates Success Content Install Installation successful and restart required for the following update: Security Update for Windows XP (KB960225)
2009-03-25 22:28:15:732 1364 e78 Agent *********
2009-03-25 22:28:15:732 1364 4e8 AU Install call completed.
2009-03-25 22:28:15:732 1364 e78 Agent ** END ** Agent: Installing updates [CallerId = AutomaticUpdates]
2009-03-25 22:28:15:732 1364 4e8 AU # WARNING: Install call completed, reboot required = Yes, error = 0x00000000
2009-03-25 22:28:15:732 1364 e78 Agent *************
2009-03-25 22:28:15:732 1364 4e8 AU #########
2009-03-25 22:28:15:732 1364 4e8 AU ## END ## AU: Installing updates [CallId = {7272747B-635D-4274-B928-9699EA7982C2}]
2009-03-25 22:28:15:732 1364 4e8 AU #############
2009-03-25 22:28:15:732 1364 4e8 AU Install complete for all calls, reboot needed
2009-03-25 22:28:15:732 1364 4e8 AU Setting AU scheduled install time to 2009-03-26 08:00:00
2009-03-25 22:28:15:732 1364 4e8 AU AU setting pending client directive to 'Reboot Pending'
2009-03-25 22:28:15:732 1364 4e8 AU InstallAtShutdown completed.
2009-03-25 22:28:19:357 912 b38 Shutdwn WARNING: Installation at shutdown completed
2009-03-25 22:28:20:732 1364 834 Report REPORT EVENT: {5848887C-ACFC-4937-A500-CE822475FB55} 2009-03-25 22:28:15:732-0500 1 193 102 {00000000-0000-0000-0000-000000000000} 0 0 AutomaticUpdates Success Content Install Restart Required: To complete the installation of the following updates, the computer must be restarted. Until this computer has been restarted, Windows cannot search for or download new updates: - Security Update for Windows XP (KB960225)
2009-03-25 22:28:22:967 1364 d00 AU ########### AU: Uninitializing Automatic Updates ###########
2009-03-25 22:28:23:342 1364 d00 Service *********
2009-03-25 22:28:23:389 1364 d00 Service ** END ** Service: Service exit [Exit code = 0x240001]
2009-03-25 22:28:23:389 1364 d00 Service *************
2009-03-25 22:29:51:093 1380 cd4 Misc =========== Logging initialized (build: 7.2.6001.788, tz: -0500) ===========
2009-03-25 22:29:51:109 1380 cd4 Misc = Process: C:\WINDOWS\System32\svchost.exe
2009-03-25 22:29:51:109 1380 cd4 Misc = Module: C:\WINDOWS\system32\wuaueng.dll
2009-03-25 22:29:51:093 1380 cd4 Service *************
2009-03-25 22:29:51:109 1380 cd4 Service ** START ** Service: Service startup
2009-03-25 22:29:51:109 1380 cd4 Service *********
2009-03-25 22:29:51:156 1380 cd4 Agent * WU client version 7.2.6001.788
2009-03-25 22:29:51:156 1380 cd4 Agent * Base directory: C:\WINDOWS\SoftwareDistribution
2009-03-25 22:29:51:156 1380 cd4 Agent * Access type: No proxy
2009-03-25 22:29:51:156 1380 cd4 Agent * Network state: Connected
2009-03-25 22:30:36:250 1380 cd4 Agent *********** Agent: Initializing Windows Update Agent ***********
2009-03-25 22:30:36:250 1380 cd4 Agent *********** Agent: Initializing global settings cache ***********
2009-03-25 22:30:36:250 1380 cd4 Agent * WSUS server: <NULL>
2009-03-25 22:30:36:250 1380 cd4 Agent * WSUS status server: <NULL>
2009-03-25 22:30:36:250 1380 cd4 Agent * Target group: (Unassigned Computers)
2009-03-25 22:30:36:250 1380 cd4 Agent * Windows Update access disabled: No
2009-03-25 22:30:37:312 1380 cd4 Agent * Found 1 persisted download calls to restore
2009-03-25 22:30:37:359 1380 cd4 DnldMgr Download manager restoring 1 downloads
2009-03-25 22:30:37:734 1380 cd4 Agent * Successfully loaded 1 persisted download calls.
2009-03-25 22:30:37:781 1380 cd4 AU ########### AU: Initializing Automatic Updates ###########
2009-03-25 22:30:37:781 1380 cd4 AU # Approval type: Scheduled (User preference)
2009-03-25 22:30:37:781 1380 cd4 AU # Scheduled install day/time: Every day at 3:00
2009-03-25 22:30:37:781 1380 cd4 AU # Auto-install minor updates: Yes (User preference)
2009-03-25 22:30:37:796 1380 cd4 AU # Reconnecting download for 1 updates
2009-03-25 22:30:37:796 1380 cd4 AU # Reconnected 1 pending download calls
2009-03-25 22:30:37:796 1380 cd4 AU Setting AU scheduled install time to 2009-03-26 08:00:00
2009-03-25 22:30:38:203 1380 cd4 Report *********** Report: Initializing static reporting data ***********
2009-03-25 22:30:38:203 1380 cd4 Report * OS Version = 5.1.2600.3.0.65792
2009-03-25 22:30:38:578 1380 cd4 Report * Computer Brand = HP Pavilion 061
2009-03-25 22:30:38:578 1380 cd4 Report * Computer Model = EL409AA-ABA M7360N
2009-03-25 22:30:38:593 1380 cd4 Report * Bios Revision = 3.15
2009-03-25 22:30:38:593 1380 cd4 Report * Bios Name = Phoenix - AwardBIOS v6.00PG
2009-03-25 22:30:38:593 1380 cd4 Report * Bios Release Date = 2006-06-23T00:00:00
2009-03-25 22:30:38:593 1380 cd4 Report * Locale ID = 1033
2009-03-25 22:30:38:687 1380 cd4 AU AU setting pending client directive to 'Download Progress'
2009-03-25 22:30:38:703 1380 cd4 AU AU finished delayed initialization
2009-03-25 22:30:38:703 1380 cd4 AU #############
2009-03-25 22:30:38:703 1380 e44 DnldMgr *********** DnldMgr: Regulation Refresh [Svc: {7971F918-A847-4430-9279-4A52D1EFE18D}] ***********
2009-03-25 22:30:38:703 1380 cd4 AU ## START ## AU: Search for updates
2009-03-25 22:30:38:703 1380 e44 DnldMgr Contacting regulation server for 1 updates.
2009-03-25 22:30:38:703 1380 cd4 AU #########
2009-03-25 22:30:38:703 1380 cd4 AU <<## SUBMITTED ## AU: Search for updates [CallId = {947169A9-DC18-4D43-A09A-0420215D5893}]
2009-03-25 22:30:38:828 1380 e44 Misc Validating signature for C:\WINDOWS\SoftwareDistribution\WuRedir\7971F918-A847-4430-9279-4A52D1EFE18D\wuredir.cab:
2009-03-25 22:30:39:031 1380 e44 Misc Microsoft signed: Yes
2009-03-25 22:30:39:062 1380 e44 PT WARNING: Cached cookie has expired or new PID is available
2009-03-25 22:30:39:078 1380 e44 PT + Last proxy send request succeeded
2009-03-25 22:30:39:078 1380 e44 PT WARNING: GetCookie failure, error = 0x800700C1, soap client error = 5, soap error code = 0, HTTP status code = 200
2009-03-25 22:30:39:078 1380 e44 PT WARNING: PTError: 0x800700c1
2009-03-25 22:30:39:078 1380 e44 PT WARNING: GetCookie_WithRecovery failed : 0x800700c1
2009-03-25 22:30:39:078 1380 e44 PT WARNING: RefreshCookie failed: 0x800700c1
2009-03-25 22:30:39:078 1380 e44 PT WARNING: RefreshPTState failed: 0x800700c1
2009-03-25 22:30:39:078 1380 e44 PT WARNING: PTError: 0x800700c1
2009-03-25 22:30:41:078 1380 e44 Misc Validating signature for C:\WINDOWS\SoftwareDistribution\WuRedir\7971F918-A847-4430-9279-4A52D1EFE18D\wuredir.cab:
2009-03-25 22:30:41:078 1380 e44 Misc Microsoft signed: Yes
2009-03-25 22:30:41:093 1380 e44 PT WARNING: Cached cookie has expired or new PID is available
2009-03-25 22:30:41:093 1380 e44 PT + Last proxy send request succeeded
2009-03-25 22:30:41:093 1380 e44 PT WARNING: GetCookie failure, error = 0x800700C1, soap client error = 5, soap error code = 0, HTTP status code = 200
2009-03-25 22:30:41:093 1380 e44 PT WARNING: PTError: 0x800700c1
2009-03-25 22:30:41:093 1380 e44 PT WARNING: GetCookie_WithRecovery failed : 0x800700c1
2009-03-25 22:30:41:093 1380 e44 PT WARNING: RefreshCookie failed: 0x800700c1
2009-03-25 22:30:41:093 1380 e44 PT WARNING: RefreshPTState failed: 0x800700c1
2009-03-25 22:30:41:093 1380 e44 PT WARNING: PTError: 0x800700c1
2009-03-25 22:30:43:093 1380 e44 Misc Validating signature for C:\WINDOWS\SoftwareDistribution\WuRedir\7971F918-A847-4430-9279-4A52D1EFE18D\wuredir.cab:
2009-03-25 22:30:43:828 1380 e44 Misc Microsoft signed: Yes
2009-03-25 22:30:43:843 1380 e44 PT WARNING: Cached cookie has expired or new PID is available
2009-03-25 22:30:43:843 1380 e44 PT + Last proxy send request succeeded
2009-03-25 22:30:43:843 1380 e44 PT WARNING: GetCookie failure, error = 0x800700C1, soap client error = 5, soap error code = 0, HTTP status code = 200
2009-03-25 22:30:43:843 1380 e44 PT WARNING: PTError: 0x800700c1
2009-03-25 22:30:43:843 1380 e44 PT WARNING: GetCookie_WithRecovery failed : 0x800700c1
2009-03-25 22:30:43:843 1380 e44 PT WARNING: RefreshCookie failed: 0x800700c1
2009-03-25 22:30:43:843 1380 e44 PT WARNING: RefreshPTState failed: 0x800700c1
2009-03-25 22:30:43:843 1380 e44 PT WARNING: PTError: 0x800700c1
2009-03-25 22:30:43:843 1380 e44 DnldMgr WARNING: Server call failed, using default regulation.
2009-03-25 22:30:43:843 1380 e44 DnldMgr * Regulation call complete. 0x800700c1
2009-03-25 22:30:43:968 1380 e44 DnldMgr *********** DnldMgr: New download job [UpdateId = {0676CD36-2AD0-449F-82F8-39BDD4B5B93A}.100] ***********
2009-03-25 22:30:43:968 1380 e44 DnldMgr Regulation: {7971F918-A847-4430-9279-4A52D1EFE18D} - Update 0676CD36-2AD0-449F-82F8-39BDD4B5B93A is "Defaults" regulated and can NOT download. Sequence 5319 vs AcceptRate 0.
2009-03-25 22:30:43:968 1380 e44 DnldMgr * Update is not allowed to download due to regulation.
2009-03-25 22:30:43:968 1380 e44 DnldMgr Regulation: {7971F918-A847-4430-9279-4A52D1EFE18D} - Update 0676CD36-2AD0-449F-82F8-39BDD4B5B93A is "Defaults" regulated and can NOT download. Sequence 5319 vs AcceptRate 0.
2009-03-25 22:30:43:984 1380 e48 AU AU checked download status and it changed: Downloading is paused
2009-03-25 22:30:44:375 1380 e44 Report REPORT EVENT: {6CA205E1-8F92-4CBB-91FF-A507A606951A} 2009-03-25 22:30:37:796-0500 1 202 102 {00000000-0000-0000-0000-000000000000} 0 0 AutomaticUpdates Success Content Install Reboot completed.
2009-03-25 22:30:44:375 1380 e44 Agent *************
2009-03-25 22:30:44:375 1380 e44 Agent ** START ** Agent: Finding updates [CallerId = AutomaticUpdates]
2009-03-25 22:30:44:390 1380 e44 Agent *********
2009-03-25 22:30:44:390 1380 e44 Agent * Online = No; Ignore download priority = No
2009-03-25 22:30:44:390 1380 e44 Agent * Criteria = "IsHidden=0 and IsInstalled=0 and DeploymentAction='Installation' and IsAssigned=1 or IsHidden=0 and IsPresent=1 and DeploymentAction='Uninstallation' and IsAssigned=1 or IsHidden=0 and IsInstalled=1 and DeploymentAction='Installation' and IsAssigned=1 and RebootRequired=1 or IsHidden=0 and IsInstalled=0 and DeploymentAction='Uninstallation' and IsAssigned=1 and RebootRequired=1"
2009-03-25 22:30:44:390 1380 e44 Agent * ServiceID = {7971F918-A847-4430-9279-4A52D1EFE18D}
2009-03-25 22:30:44:390 1380 e44 Agent * Search Scope = {Machine}

[woody1234]

Just had a client with the same issue. She had just installed a new ipod shuffle and

couldn't browse secure(https) sites. These instructions fixed the issue.


Fix from various sites, not my own:


Customer is unable to browse to secured sites
If the customer is unable to browse to secured sites perform the following troubleshooting steps
First register the following Internet Explorer dll files
(ignore any errors and continue to the next dll)
Click Start, click Run, type:
Regsvr32 jscript.dll
Regsvr32 softpub.dll
Regsvr32 mssip32.dll
Regsvr32 initpki.dll
Regsvr32 msxml3.dll
Now optimize Internet Explorer for browsing secured sites
Open Internet Options, make the folowing changes
General Tab\ Delete...\
Delete cookies, temporary internet files
Security Tab
Reset all zones to Default
Privacy Tab
Reset to default
Content Tab
Clear SSL State
Programs Tab
Reset Web Settings
Advanced Tab\ Security
Check SSL 2.0 & 3.0
Un-Check Use TLS 1.0
Restore Defaults

[amoor]

Hi Woody,

Unfortunately, it didn't work.

Since my last message MSFT did respond. They asked me to do the following and here are the results:

1) Recover from Winsock2 corruption. Deleted Winsock and Winsock2 from registry. Reinstalled TCP/IP and related client. That caused my computer to lose ALL Internet connectivity.

2) Configured connection to obtain an IP address automatically. (Settings were already in place to do that.)

2) Configured to manually assign an alternate IP address. I did create an alternative configuration for a user configured IP address. This only restored my local area connection. But did not restore my Internet connectivity.

At this point, I used system restore to go back to a point prior to this fiddling around and now have Internet connectivity back, but with the same exact symptoms as first reported.

Awaiting more help from anyone (and MSFT).

[amoor]

Hello,

The iTunes error and the https:// error were related and related to the Windows Update problem It turns out that a security update for WinXP downloaded to my computer was corrupted and not installing correctly. That update is KB960225. By reinstalling WinXP Service Pack 3 I was able to fix the first two problems, but it took a MSFT tech remoting into my computer to delete the corrupt security update so we could download a new version and install it.