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Windows New Hire Training

Licensing

Overview

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02/2011

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Overview

Overview
This module provides a discussion of Windows licensing and activation technologies.

Goals
At the end of this module, you should be able to:

Demonstrate steps to activate Windows.

Discuss key concepts related to Windows licensing and activation.

Demonstrate troubleshooting for common activation support issues.

Describe the purpose and function of the Genuine Advantage program.

Describe the WGA validation process.

Discuss options for troubleshooting software validation failures.

Describe the Genuine Advantage Notifications Program.

Describe genuine and non-genuine tray Genuine Advantage Notification details.

Expected Time for this Module
This module takes approximately 5.5 hours to complete.
Labs in this module take an additional 2.25 hours to complete.
The assessment for this module takes an additional 30 minutes to complete.

Lesson: Licensing
This lesson provides a basic overview of Windows license types and concepts.

Goals
At the end of this lesson, you should be able to:

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Overview

List license types used by Windows.

Discuss license terms and their impact on consumer usage.

Expected Time for this Lesson
This lesson takes approximately 15 minutes to complete.

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For Internal and Partner Use Only 5 . you have likely purchased a retail license. As a result you will typically encounter OEM licenses only for paid support incidents. You may also see OEM versions of Windows for sale with PC components that qualify for such a license.  OEM/System Builder Certificate of Authenticity (COA): This is a type of Windows license you receive with a new PC that ships with Windows preinstalled. This is not intended to be used for clean installation. keys and licenses. Windows License  Retail Purchase: If you buy a boxed copy of Windows in a store. As a result it is designed for use to upgrade these previous OS versions. and is designed to eliminate the need for the customer to activate their installation. so you cannot use this license to upgrade from Windows Vista to Windows 7. The license types you will encounter most are Retail and OEM. there is a good chance your Windows license was purchased as part of a volume license agreement. but the OEM is responsible for supporting OEM licensed Windows.  OEM System Locked Preinstall (SLP): This is a special OEM license that you receive when purchasing a Windows PC from larger OEMs. One of the key differences between these licenses is how Windows is supported.Overview Licensing Overview Windows is sold to customers as installation media and a license to use Windows. o Windows Anytime Upgrade: This is a special type of upgrade license which permits a specific edition-to-edition upgrade path. Microsoft provides warranty support for Windows retail licenses. It does not support a change of Windows version. This is a method for purchasers of multiple Windows licenses to avoid the hassles of managing individual boxes.  Volume License (VLK): If you are using Windows at a business. or an electronic version from Microsoft online. Microsoft Confidential . This comes in two forms: o Full Install: This is the normal Windows license. o Upgrade: This is a license that requires you to have a qualifying previous Windows product license. You can install it as an upgrade or a clean install. This license is an agreement that gives you the use of Windows based on a set of license terms. This type of license is tied to the manufacturer’s PCs. for example.

 Activation is Required: As part of the license terms.microsoft. customers agree to activate Windows. For more information on downgrade rights. your license may permit a downgrade to a previous version of Windows. When you purchase a new PC with Windows preinstalled. but Windows has been limited to one.com/About/Legal/EN/US/IntellectualProperty/UseTerms/Default.aspx Microsoft Confidential . see: http://www. as customers may contact their OEM to obtain the previous product. or they may contact Microsoft for new media. New media should not be required – as long as the customer has a copy of the previous Windows version and a key. The exact number of connections varies by OS version and edition. they should be able to install.For Internal and Partner Use Only 6 .aspx Some key points in the Windows license that can cause confusion:  Number of PCs: Retail and OEM Windows licenses typically limit you to installation on a single PC.Overview License Terms A key part of the license is the agreement between Microsoft and the licensee. Downgrade License One special licensing scenario that you may face is the Downgrade license. This is for services like file sharing. This is called the End User License Agreement (EULA) or the license terms. You can read the terms for your Windows and other Microsoft product licenses here: http://www.microsoft. where other PCs or devices can connect to Windows to use services on the OS. This causes confusion at times. Review the license terms for a complete look at the agreement involved in licensing Windows. You are responsible for obtaining the previous version installation media and a valid product key in order to exercise this right. Check the license terms for your product to be sure of your limit.com/oem/en/licensing/sblicensing/pages/downgrade_rights. This is provided as an option so that someone who is not yet ready for the new Windows version is able to use an older version with a new PC. Some other products have been licensed for use on more than one PC in the past.  Number of Connections: The license terms limit the number of connections that can be made to a Windows PC. This is an OEM-specific scenario.

you should be able to:  Outline steps needed to activate Windows. and a discussion of the steps you take to activate Windows.For Internal and Partner Use Only 7 . Microsoft Confidential . Labs in this lesson take an additional 30 minutes to complete. Goals At the end of this lesson.Overview Lesson: Activation This lesson provides an overview of Windows licensing. Expected Time for this Lesson This lesson takes approximately 45 minutes to complete. activation.  Discuss the elements involved in validating a Windows installation for activation.

Overview

Activation Overview
Microsoft Product Activation is an Anti-piracy technology designed to verify that the
software has been legitimately licensed. Activation is implemented in Windows and
Office. This lesson focuses on the Windows Activation technologies. In order to
understand Activation, we start with a brief look at the Windows license.

Windows Product Activation
Activation helps verify that your copy of Windows is genuine and that it has not been
used on more computers than the Microsoft Software License Terms allow. In this way,
activation helps prevent software counterfeiting. With an activated copy of Windows,
you’ll be able to use every feature of Windows.
You have 30 days after installing Windows to activate it online or by telephone. This is
called the grace period. If this 30-day period expires before you activate Windows, you
will not be able to use every feature of Windows. You can regain full use of your
computer by activating Windows.
For more information on Windows Activation, see the FAQ here:
http://windows.microsoft.com/en-US/windows7/Activating-Windows-7-frequently-askedquestions

Checking Activation State
A quick way to see the activation state of a customer's machine is to have them open
System properties. This shows whether Windows is Genuine (which means activated,
and verified by Windows Genuine Advantage components).

Demo: Windows Activation
Open System Properties and check the activation status of your PC.

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Overview

Activating Windows
The choices for how Windows 7 will be activated begin with an option for Automatic
Activation during Setup. After that, the options for Activation are generally accessed
from Computer Properties.
Note: The steps for activating Windows Vista are similar to steps shown in this section
for Windows 7.

Activation Option during Setup
Setup includes one configuration option related to activation. This option is
“Automatically activate Windows when I’m online”. It is displayed at the step of setup
where you can enter your product key. This is shown.

Figure 1: Activation in Setup

This is shown during the Windows Welcome steps at the end of setup. Enabling this
option (the default is enabled) causes Windows to attempt activation partway through
the grace period without the need for user action.
Note: See the Automatic Activation section later in this lesson for more details on this
option.
If you have installed Windows 7 without entering a product key you will only see
notifications of the activation grace period remaining. Activation will not be automatic,
as a product key is needed before you can activate.

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Overview

Activation Steps
You can find your current activation status at the bottom of the System control panel.

Figure 2: Activation in System Properties

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Overview
When you click “Activate Windows now”, the slui.exe program is started. This is the user
interface for Windows Activation. If you have entered a product key during setup, you
will see the choices shown below.

Figure 3: Windows Activation

Choosing “Activate Windows online now” above proceeds with an attempt to activate,
unless Windows was installed without entering a product key. If you performed a keyless
installation, the “Type your product key” step is next, as shown below.

Figure 4: Type your product key

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For Internal and Partner Use Only 12 . Once you enter a key. or if you have previously entered a valid key. or enter an invalid key and then click Next.Overview If you don’t enter a key. and type it again. the next step is “Activating Windows” with a progress indicator. Figure 5: Activating Windows Microsoft Confidential . Check your product key. you will see the error: You must enter a valid product key before activating online.

Figure 6: Activation was successful Microsoft Confidential .For Internal and Partner Use Only 13 .Overview If successful. the activation wizard ends with the “Activation was successful step shown below.

This is also the method you should use if you are trying to re-activate Windows. follow the instructions that walk you through Microsoft Confidential . enter the product key that came with your copy of Windows. and online activation fails. Reactivation You might need to activate Windows again if one of the following happens:  Change PCs: You uninstall Windows on one computer and install it on another. If automatic activation fails. you can choose to activate by phone or modem. During installation.For Internal and Partner Use Only 14 . This is important for a machine not connected to the Internet .Overview Other Ways to Activate If you are unable to activate Windows online. Figure 7: Other Activation Methods Phone-based activation is commonly used when online activation has failed due to one of these reported problems:  The Product key you typed cannot be used to activate Windows on this computer  The Windows 7 <edition> product key you typed is invalid for activation Phone activation is also the best choice when a connection to the Internet is unavailable.

you’ll have 30 days to activate Windows again. such as upgrading the hard disk and memory at the same time.  Change Hardware: You make a significant hardware change to your computer. you don't need to buy a new product key. Reformatting erases your activation status.  Malware Infection: A virus infects your computer and deletes your activation status. If this fails. You will have 30 days to activate your copy of Windows. If you have to activate Windows again. you will be notified and will have three days to activate your copy of Windows. Microsoft Confidential . In this case.  Format your Hard Drive: You reformat your hard disk and clean install Windows.Overview activating Windows by phone. use the steps to activate Windows by phone. You should try to activate online.For Internal and Partner Use Only 15 . If a major hardware change requires activating Windows again.

and set up online connectivity. If a valid retail product key was entered and the Automatically activate Windows when I’m online option was not selected (unchecked) during Setup. allowing time to perform hardware configuration. Phone activation is first presented as a choice when one day is remaining. at which time a 30 day grace period begins. used to complete activation. Automatic Activation If a valid retail product key was entered and the Automatically activate Windows when I’m online option was selected during Setup. Day 30 At 0 days remaining.Overview Activation Details The sections that follow provide a glimpse at some of the details behind Windows activation. Day 29 With one day remaining a notification is displayed every 4 hours. and the notification icon is shown in the system tray. the following actions take place after Setup completes: Table 1: Manual Activation Notifications Event Day 1-3 Activity There are no notifications for the first 3 days. Activation Methods The notification actions for Manual and Automatic activation are detailed below. and stays on the screen until it is closed. no attempts at automatic activation are made. update device drivers.For Internal and Partner Use Only 16 . update device drivers. one notification is displayed per day. with 3 to 2 days remaining in the grace period. Manual Activation Manual activation is a notification driven event based on time from the first boot into Windows. or replaced with the notification or wizard from the next time interval. If notifications are disabled. the activation icon appears in the system tray. Windows activation is transparent to you. Microsoft Confidential . the Activation Wizard is opened once per day. the license state switches to an OOG state. Day 4-26 Until 3 days remaining one notification is displayed per day. Day 27-28 At the 27th day. allowing time to perform hardware configuration. If notifications are disabled. Table 2: Automatic Activation Actions Event Day 1-3 Activity For the first 3 days.

the license state switches to an OOG state. during which you will be reminded to activate.Overview Day 4-26 Day 27-28 Day 29 Day 30 and set up online connectivity. At 0 days remaining. or replaced with the notification or wizard from the next time interval. If the attempt fails. or Windows will attempt to activate automatically (if that option was selected during setup). Once the grace period expires. Table 3: Activation States Status Licensed Initial Grace Period Notification Description This is the status you should see when you have completed a successful activation. used to complete activation. Automatic Activation Attempt Details On each attempt the application tries to ping the Microsoft Activation Service URL.For Internal and Partner Use Only 17 . Phone activation is first presented as a choice when one day is remaining. and stays on the screen until it is closed. With 3 to 2 days remaining in the grace period one notification is displayed per day. the Activation Wizard is opened once per day. With one day remaining a notification is displayed every 4 hours. If you are using a dial-up connection for Internet access. This state has a countdown. The following table shows a description for the License Status entries you may see when using “slmgr. No further attempts at automatic activation are made. the automatic activation path switches to the same actions as the manual activation method.vbs -dlv” to view your license status. At the 27th day. License States Windows 7 can be in one of several license states. before you have activated. whenever an active Internet connection is detected and the Microsoft Activation Service is reachable. After 3 days. automatic activation does not ask you to dial their Internet Service Provider (ISP). Activation is attempted only when you are connected to the dial-up ISP. This is also the state you are in when System Properties shows that Windows is Genuine. If notifications are disabled. you are required to Microsoft Confidential . Windows attempts to activate every 4 hours using HTTPS (Hypertext Transfer Protocol Secure) to communicate with the activation server. and the notification icon is shown in the system tray. If the ping is successful automated activation is attempted and either succeeds or resets the 4 hour time interval. a ping is attempted again every 15 minutes. This is the state you are in after installing Windows 7.

you will be prompted to reactivate Windows. This is the state you enter after Windows Genuine Advantage determines that your computer is not genuine. If a threshold of change is crossed.  Retail Upgrade key: This is a type of retail key that comes with a reduced-price version of Windows 7 and is to be used for upgrade only. determines the kind of activation experience you will have. such as processors and network adapters.For Internal and Partner Use Only 18 . This can indicate a problem with the licensing components. Windows 7 provides for the use of this key type for a clean installation as well.ini file in \Windows\System32\slmgr\<language ID>. The main consumer key types are:  Retail key: This is the key that comes with a full-install.vbs by reviewing the slmgr. Product Keys When installing Windows 7. which you can see using “slmgr. This key cannot be used to perform a clean install of Windows. This is done to protect against the use of a single activated installation of Windows on multiple computers. for upgrade or for WAU.  Retail Windows Anytime Upgrade key: This is a type of key that offers a reducedprice upgrade from one edition of Windows to a higher edition of the same Windows version. if you have a Windows installation currently on the PC. such as if the device is identified differently after a driver update. This key. and the media it is used with. Windows Activation checks for hardware changes to the system that could be associated with moving the installation to different hardware. You will see messages to the effect that activation is required. retail boxed or download copy of Windows 7.Overview Additional Grace Period Non-Genuine Grace Period Unknown Unlicensed activate Windows 7. It can be used for clean installation.vbs -dlv all” You can view these and other text messages returned by slmgr. Product Key and PID Understanding activation key types and Product Identifier (PID) types is important in order to determine the appropriate support steps for activation issues. Microsoft Confidential . You may enter this state after making a number of changes to uniquely identifiable hardware. This appears for license types not currently in use on your machine. you provide a product key. In some cases a driver reinstallation may also be interpreted as a change in the device.

and still retain the activation experience determined by your product key type. To see examples of Windows COA stickers.microsoft. These key types are beyond the scope of this document. for use in activating individual machines (MAK keys). The keys listed above are generally supported for use with retail or OEM installation media. visit the How To Tell site on Microsoft. Windows does not show your key so that it cannot be discovered and used by someone else on your computer. In addition to these there are several types of volume licensing keys.For Internal and Partner Use Only 19 . or with the installation media. OEM Windows: Your key is provided on the Certificate of Authenticity (COA) sticker on your PC. you can sign-in to your account on the Microsoft Store online site to retrieve purchase history information. This means that you can reinstall Windows 7 from alternate media if needed. You can also sign-in to your account on the Microsoft Store online site to retrieve purchase history information. o Online Purchase: If you purchased Windows from Microsoft online.  OEM COA Non-SLP key: This is a normal OEM key without the special BIOS check. You can find your product key in these locations:   Retail Windows: Your key is provided on a sticker in the packaging from your Windows installation media.com. This type of key is provided with copies of Windows marked for purchase with a new PC only. These keys may come in a set. it cannot be retrieved using the Windows user interface. or they may be related to enterprise-based licensing for many machines (KMS keys).Overview but it can be used to perform an in-place upgrade to repair a problem in Windows. This type of activation verifies that the license is being used on a system from the correct manufacturer by checking for an identifier in the BIOS. you should have received your product key in email. and are out of scope for consumer Windows support. o Windows Anytime Upgrade: If you purchased a Windows Anytime Upgrade license.  OEM SLP key: This is a key used for OEM systems that use BIOS-locked activation. If you purchased this license from Microsoft online. a choice common among larger manufacturers. http://www. This is the main information resource for determining if you have Genuine Microsoft software.aspx?displaylang=en&pg=coa Microsoft Confidential . Where to Find your Key? If you lose your Product Key. the key was provided to you in email.com/howtotell/content.

Microsoft Confidential .For Internal and Partner Use Only 20 . The PID is a number identifying your Windows installation.  Hardware hash value: This is a number that the software licensing components use to determine if your hardware has changed. The PID for Windows is needed when you obtain support from Microsoft – it is used to identify your Windows installation so that your support entitlement can be determined. These values are combined to produce the Installation ID. your installation is assigned a Product ID (PID). This created in part from your product key. Figure 8: Product ID in System Properties Installation ID Windows is activated based on an evaluation of your installation ID. The Installation ID is comprised of two different pieces of information:  Product ID: This is the identifier shown above. The Installation ID is specifically designed to guarantee anonymity and is only used by Microsoft to deter piracy.Overview Product ID Once you have installed Windows. Where to find your PID? Your product ID is provided in the Activation information in System Properties. as shown below. which Microsoft uses to evaluate your configuration to determine if your Windows installation is genuine.

only 64 different hardware hash values could be created as part of activation.Overview Hash Value Details The hardware hash value is an eight byte value that is created by running ten different pieces of information from the computer’s hardware components through a one-way mathematical transformation – a hashing function. From those 100 million PCs sold. the resultant one-way hash is 128 bits in length. those six bits cannot be backwards calculated to determine anything at all about the original processor serial number. Further.For Internal and Partner Use Only 21 . There were over 100 million PCs sold last year worldwide. Microsoft uses only six bits from that resultant hash in activation’s hardware hash. six bits represent 64 (2^6) different values. only a portion of the resulting hash value is used in the hardware hash in order to ensure complete anonymity. When hashed. This means that the resultant hash value cannot be backwards calculated to determine the original values. Moreover. Microsoft developed the hardware hash in this way in order to maintain the user’s privacy. Microsoft Confidential . Due to the nature of the hashing algorithm. Example: A processor serial number is 96 bits in length.

If Windows is not yet activated but you entered a valid key during setup: a. Requirements To perform this lab you will need the following:  A PC with Windows 7 installed Exercise: Examining Windows Activation Status 1.Overview Lab: Windows Activation This lab provides hands-on experience evaluating the current activation status of Windows 7 on your computer. 2. How many days do you have remaining in the grace period? b. Check the current activation status in System Properties.For Internal and Partner Use Only 22 . If it does have a COA. Lesson: Activation Troubleshooting There are a variety of root causes associated with activation issues on Windows. If Windows is not yet activated and this was a keyless installation: a. 4. How many days do you have remaining in the grace period? b. Check to see if your PC has a COA sticker. What is the first step shown in the Windows Activation wizard when you are not yet activated in this scenario? Use the “Activate Windows now” link in System Properties. What is the first step shown in the Windows Activation wizard when you are not yet activated in this scenario? Use the “Activate Windows now” link in System Properties. 3. This lesson outlines general troubleshooting for any activation issue. what Windows version is licensed to the PC based on the sticker? 5. Expected Time for this Lab This lab takes approximately 30 minutes to complete. as well as recommendations for specific errors that are more commonly encountered. Microsoft Confidential . Discuss your results with the class.

you should be able to:  Discuss troubleshooting recommendations for Windows activation issues. Labs in this lesson take an additional 60 minutes to complete.  Demonstrate standard troubleshooting for activation errors.Overview Goals At the end of this lesson.For Internal and Partner Use Only 23 . Microsoft Confidential .  Discuss resources available for activation troubleshooting Expected Time for this Lesson This lesson takes approximately 90 minutes to complete.

each error typically includes a link to a web page providing more information. Several issue-specific troubleshooters provide efficient resolutions to top issues. It is important in many cases to verify that the key in use should activate successfully on the customer’s installation. This collects a variety of diagnostic information related to activation. Special to activation. along with the exact error code you are troubleshooting. When available these should be used first! Resources for Manual Troubleshooting In addition to these automated tools. the Knowledge Base provides articles on a number of top activation issues.For Internal and Partner Use Only 24 . Automated Troubleshooting Tools The primary automated troubleshooting tools available for Activation issues are MSDT Troubleshooters.Overview Troubleshooting Resources Your resources for troubleshooting activation issues are summarized below. there are resources available for manual troubleshooting. Logging Activation events are logged to the Application Event Log from Source “Security-SPP”. It can be helpful to obtain the URL for this page from your customer. These tools are discussed in the context of troubleshooting in the pages that follow. as it can give you background on what has been tried already. These include: Table 4: Troubleshooting Resources Resource Online Documentation Key and PID verification tools Diagnostic Data Collection MSDT Troubleshooter Description As with many other areas. consider using the MGADiag tool. In Windows Vista the source is “Security-Licensing-SLC”. If you need more diagnostic data from the PC to troubleshoot deeper. which is provided in an MSDT manifest. We can use key or PID verification tools to make this determination. Microsoft Confidential .

KIT is located here: https://keyinfotool. Windows Vista.ppsx\Key Information Tool FAQ. This involves checking the source of each.com/KIT/Documents/KITTrainingDocument .aspx This tool provides information about the key or PID.mht Microsoft Confidential . you can verify each. Windows 7. in the event that activation is required. see the Frequently Asked Questions (FAQ) document here: https://keyinfotool.extranet.Overview Verifying Product and Key One of the main tasks you need to perform when troubleshooting an activation issue is to make sure the product and key match.For Internal and Partner Use Only 25 .partners. Key Verification You can verify a Product Key or Product ID using the Key Information Tool (KIT).com/KIT/aspx/Default.microsoft. Home Premium. etc.partners.  RIT Count: Number of RIT activations that have been done using this key in the past. but it covers a significant part of the information you might need to decide if a key should be working to activate Windows. including: Table 5: KIT Verification Output Output Validity Product Edition Channel Activation Status Description Is it a valid key or PID? If not. For more information on data returned by KIT. Professional. etc.microsoft. verify the key or PID and try typing it again.  ROT: Reissue Out of Tolerance. Some questions you might ask include:  Is this the key that was printed on the label with the retail media?  Was the OS reinstalled from a different source than  If this is a newly purchased copy of Windows. This is the number of activations you can do on a single PC.extranet.  RIT: Reissue In Tolerance. This is a small set of the data available for a key or PID in KIT. what was the purchase source? If there is doubt about either the product or the key. Retail or OEM This includes information such as:  Activations: This is the number of times this key has been used for activating the product. This is the number of activations supported on a different PC.

com/KIT/Documents/KITTrainingDocument . you can use an in-box Windows tool to check the licensing state of the Windows installation. Note the status (Notification) and reason (grace timer expired). This data can be very useful to check whether the customer may have used the same key on another PC. To do this.ppsx Product Status In addition to the support tool above. or pinpoint the exact activation state on this PC.vbs -dlv This should show you the current activation state. as well as the last 5 characters of the product key.microsoft.partners. among other information. simply run the following command: slmgr.extranet. The example below was taken from a Windows 7 PC that is past its 30 day grace period.For Internal and Partner Use Only 26 .VBS –DLV Microsoft Confidential .Overview KIT Training Review the KIT Training materials at the following location: https://keyinfotool. Figure 9: SLMGR.

the customer needs to obtain a new product key. i. edition and channel for this Windows installation. Was this key used during setup? b.vbs -dlv b. If not. Ask the customer for their key source. Use the Error Code: Use the error code to check for known issues or issuespecific troubleshooting.For Internal and Partner Use Only 27 . a. a.old cd %windir%\system32 Microsoft Confidential . 2. proceed with the steps below. Validate key using the recommended support tool for key validation. MSDT troubleshooters.dat tokens. If the key and product are compatible. Verify the installed product: Check the version. 4. You can also obtain a list of all the activation types supported for this Windows installation: slmgr.dat file. This can be compared with the key validation results. Check for specific solutions to the customer’s error – Knowledge Base articles. b. 3.vbs -dlv all c. Repair Activation components: The steps below reinstall licensing components and generate a new tokens. iii. If so. Run the following command: slmgr. Note the error code. etc. Verify the key: This step is done to determine exactly what type of key the customer is using for activation. Is the key valid? Does it have remaining activations? ii. there may be a problem with the Activation components in Windows causing a problem with key evaluation. there may be a problem with the installation. a.Overview Standard Troubleshooting Steps Standard troubleshooting for activation issues consists of the following main steps: 1. Run the following commands in an Administrator command prompt: net stop sppsvc Cd %windir %\ServiceProfiles\NetworkService\AppData\Roaming\Microsoft\Softwa reProtectionPlatform Ren tokens.

re-try the activation. When finished with these steps.microsoft. See the KB article 978305 for commands that work on Windows Vista. Microsoft Confidential .Overview net start sppsvc slmgr. You could consider performing more aggressive troubleshooting. from this page: http://windows. there may be a more serious problem in the OS. if applicable. Demo: Standard Troubleshooting Steps Demonstrate the standard troubleshooting steps listed above on the instructor PC.com/en-US/windows/help/genuine/submit-request? displaylang=en Note: The steps above are for Windows 7.vbs -rilc 5. You may also consider collecting diagnostic data using MGADiag. such as using SFC and possibly reinstalling Windows. Steps for Windows Vista differ due to changes in the folder name and service name for the licensing components. This tool can be sent to a customer via an MSDT manifest. When you find that these steps are unable to resolve an issue. Include the use of a key verification tool.For Internal and Partner Use Only 28 . You can also run directly if needed.

You can do this by examining the error code. Connectivity Problems In cases where the client is not able to reach the server due to some connectivity issues. it is often possible to determine whether the error was returned from the server end (the Microsoft Activation servers on the Internet) or the client side (components in the Windows OS or the entered key). Microsoft Confidential . This is useful as it could tell you how to focus your troubleshooting.For Internal and Partner Use Only 29 . Note: Incorrect time or date settings on your computer can also cause these types of connectivity errors. or standard troubleshooting as outlined above. expect error codes in the following range: 0x80072Exx and 0x80072Fxx In addition. Use these event log entries to target your troubleshooting. if available. you should focus troubleshooting on key and product verification. It is less common for this range of errors to relate to problems with the activation and licensing components in . Other Codes For error codes not in the ranges listed above. the event logs will include an event with Event ID 8200 that contains detailed information about the failure. Server Errors The following is the range of error codes which are the type reported back to Windows by the activation servers: 0xC004Bxxx and 0xC004Cxxx When you encounter an error in this range.Overview Classifying Error Codes If the activation of Windows fails. use troubleshooting specific to the error.

and then provide a Retail Upgrade key during the Activation wizard. Activation Error 0xC004F061 This error is displayed as follows: The following failure occurred while trying to use the product key: 0xC004F061 The Software Licensing Service determined that this specified product key can only be used for upgrading. Activation Error 0xC004C003 This error is displayed as follows: The activation server determined that the specific product key is in use: 0xC004C003 This error is typically related to re-using a key that has already been used to activate Windows. An example of a qualifying scenario is if they had upgraded previously but more recently Microsoft Confidential . This error is encountered when you perform a clean installation of Windows without entering a product key. You can work around this issue if the customer does qualify for an upgrade license. not for clean installations.Overview Troubleshooting Specific Activation Errors The following pages list a few activation errors you may encounter. it would be best to start with Windows Activation support for assistance. This path is blocked to prevent the use of the reduced-cost upgrade key for clean install usage. Activation Error 0xC004F050 This error is displayed as follows: The following failure occurred while trying to use the product key: 0xC004F050 The Software Licensing Service reported that the product key is invalid Troubleshooting for this issue is provided in the following Knowledge Base article: 950756 Error message when you try to activate a copy of Windows by using the Windows Activation wizard: "The Software Licensing Service reported that the product key is invalid: 0xC004F050" This issue may also be resolved using the standard troubleshooting steps provided above. If you are. Check the key to be sure you are using the correct key.For Internal and Partner Use Only 30 . These are provided to help familiarize you with the types of issues you may face while supporting Windows. as the cause for the key error could be damaged software licensing files.

In this situation you could provide assistance using MSDT to work around the activation error. Figure 10: Activation Error: An unauthorized change was made to Windows The customer is redirected to this page for more information: http://go. If your customer is seeing this behavior. perform the following steps: 1. Online Activation of OEM Computer Fails If you reinstall Windows and try to activate online using the key on the Certificate of Authenticity (COA). This is because the product key included on the OEM COA labels associated with SLP products cannot be activated online. Have them follow the instructions on the page.microsoft. 2. Obtain the exact URL for the page linked from the message. To resolve this issue. 3. An Unauthorized Change was made to Windows This message is shown when changes are made that place Windows Activation out of tolerance. This is done so that the page can provide specific guidance to assist with the problem. Online activation will not be available if the computer is using SLP. this activation may fail. Follow the onscreen steps to activate Windows via the telephone. it is best to: 1. This maps to the “Additional Grace Period” state shown earlier in this module. 2. Prompts indicate that you must activate by phone.com/fwlink/?LinkId=89429&OSV=%s&RFM= %d&LegitCheckError=83&GenuineInfo=%08X The URL provided to the customer in the warning message contains the error code and details on the type of tampering event that was detected. Retype the product key located on the COA sticker. Recommend following the steps on that site for customer service assistance with Windows Genuine Advantage. Microsoft Confidential .For Internal and Partner Use Only 31 .Overview performed a clean install to resolve a problem.

product activation is similar to the retail activation procedure. Microsoft Confidential . with one exception. During Setup on an OEM machine.Overview Note: For OEM and system builder machines not using SLP activation.For Internal and Partner Use Only 32 . when you are prompted for the product key an image of the OEM COA sticker is displayed rather than an image of the standard 5x5 product key sticker.

Requirements To perform this lab you will need the following:  A PC with Windows 7 installed  An Internet connection Exercise: Using Activation Troubleshooting Tool 1. Did this change the grace period. if you were not yet activated? b. Locate steps in the Knowledge Base to recreate tokens. Based on the output. Is this an evaluation copy of Windows 7? If so. Follow the steps on your PC.For Internal and Partner Use Only 33 . Was there any change to the partial product key? Microsoft Confidential .Overview Lab: Activation Troubleshooting This lab provides hands-on experience with key Activation troubleshooting tools and methods. Run “slmgr. a. 2. Did this change the grace period.vbs -dlv all” and examine the results. a. Run “slmgr. Take a screenshot of this UI using the Snipping Tool. Save the image to your desktop.vbs -dlv” and examine the results to answer the following questions: a.dat. This shows all licenses supported by this installation of Windows 7. if you were not yet activated? b. when does the evaluation period end? b. Was there any change to the Installation ID? 4. What is the Windows license type currently in use on the system? d. Has the licensing status been rearmed on this installation? c. Then answer the following questions: a. Was there any change to the partial product key? c. Run “slmgr. could you use an OEM key to activate this installation of Windows 7? 3.vbs -rilc” to reinstall the license files. Expected Time for this Lab This lab takes approximately 60 minutes to complete.

The Genuine Microsoft Software program is referred to as “Windows Genuine Advantage” in Windows XP and “Windows Activation Technologies” in Windows Vista and Windows 7. help you determine whether or not your copy of Windows is genuine.com/en-US/windows/help/genuine/submit-request? displaylang=en b. If you have access to a Key/PID verification tool. you should be able to:  Describe the purpose and function of the Genuine Advantage program.  Describe the Genuine Advantage privacy statement. Does your current key support activation. and supported by Microsoft or an authorized partner. properly licensed. use it to verify your PID. Lesson: Genuine Advantage Program Microsoft Genuine Advantage programs. giving you full capabilities. Genuine Windows software is published by Microsoft. and how the data is used. or do you need to enter a different product key? c. Goals At the end of this lesson. Microsoft Confidential . the Windows Genuine Advantage (KIT) Kit and Complimentary kit  Describe the benefits of using genuine Microsoft software. MGADiag Information: a. either via MSDT or from the web: http://windows. Was there any change to the Installation ID? 5. and confidence that you are getting the experience you expect. Run the MGADiag tool.Overview c.  Define the data that the GA program collects during the validation process.  Describe the Genuine Online Kit (GGOK) . How does this compare with the detail you have seen above? 7. Examine the resulting information. Has this key been used to activate previously? 6. including Windows Genuine Advantage. access to all the latest updates.For Internal and Partner Use Only 34 . What is the product shown for this PID? b.microsoft. a. Discuss your results with the class.

Overview Expected Time for this Lesson This lesson takes approximately 30 minutes to complete. Labs in this lesson take an additional 15 minutes to complete.For Internal and Partner Use Only 35 . Microsoft Confidential .

Notifications. Microsoft Confidential . Activation exploits may interfere with the normal operation of your software. and industry to improve intellectual property (IP) protection and promote genuine software. the Notifications component is offered on Windows XP. Windows Vista. What are the key components to the Genuine Microsoft Software program? Validation. The Genuine Advantage program consists of the following: Why Was Genuine Advantage Implemented? The Genuine Advantage program is part of the ongoing effort by Microsoft to protect its customers and partners from counterfeit software and to increase customer awareness of the value of genuine Microsoft software. These updates check your computer for known activation exploits and notify you if any activation exploits are found." which is software that circumvents or bypasses Microsoft product activation. which determines whether you are running a properly licensed copy of Microsoft software.For Internal and Partner Use Only 36 . law enforcement. Validation will detect and may disable "activation exploits. Through its Genuine Software Initiative (GSI). which display periodic reminders such as whether there is a problem with your Windows license components or whether a more recent service pack is available for your Windows software. The Windows Activation Exploit Detection Update for Windows Vista and the Update to Activation Technologies for Windows 7 are used to detect activation exploits. The presence of activation exploits indicates that a software or hardware vendor may have tampered with genuine Microsoft software to enable the sale of counterfeit software. or licensing components. and in select countries. Office 2003 and Office 2007. The Microsoft Genuine Advantage program addresses both industry and customer problems that occur when software is not genuine. validation. and Windows 7. At this time. on Office XP. Microsoft works with government.Overview Genuine Advantage Program Overview The Genuine Advantage program is an anti-piracy program created by Microsoft to help customers determine whether they are running a correctly licensed copy of Microsoft software.

Microsoft wants customers to realize the benefits of using genuine Windows software. and how they can obtain a genuine copy of Windows: either Get Genuine Kit (GGOK) / Windows Genuine Advantage kit (WGA kit). If a customer accesses downloads on the Microsoft Download Center or on the Microsoft Windows Update Web site. Similarly. the customer receives a message that states why it failed. The Windows activation technology performs a validation check to verify the copy of Windows is genuine. The only GGOK the customer can buy will be for that same edition. information about other steps to try. Get Genuine Online Kit (GGOK) and WGA Kit Customers have the option of buying genuine Windows through online or Retail. The customer cannot "step up" their Windows 7 edition through the GGOK. This also assumes they are currently running Windows XP SP2 or higher since Security Updates are no longer supported for Windows XP RTM or SP1. The GGOK offer will be for the same edition of Windows 7 that failed validation. If the copy of Windows does not pass the validation check. Customer Benefits Benefits of Genuine Microsoft Software are as follows:  Access to all Microsoft updates  Confidence that their computers are up to date  Software protection from security risks that include viruses and spyware Microsoft Confidential . Windows XP and Windows Vista customers who fail validation will not be offered a Windows 7 GGOK For additional details on how a customer can obtain genuine Windows Software.For Internal and Partner Use Only 37 . Most important. Windows Complimentary Kit The complimentary kit is also available to customers with qualifying high-quality counterfeit media and proof of purchase. they may be prompted to complete the Windows activation technology validation check process.Overview Genuine Advantage Features Microsoft wants customers to understand that unlicensed and pirated software threatens not only the whole software industry but also other industries that create products that are built on intellectual property. please refer to the internal KB article KB 942398 Note: Customers who have counterfeit Windows software can access only critical security updates through Windows automatic updating.

Overview  Support to help troubleshoot problems Additional Customer Benefits in Windows The following programs and features have reduced functionality or are disabled for nongenuine Windows systems: Table 6 List of Windows programs and features with reduced functionality or disabled Programs or Features Windows Update and Optional Updates (Not Available) Windows ReadyBoost (Disabled) Windows Aero (Disabled) Defender (reduced functionality) Genuine Downloads (Not available) Descriptions Applies to Windows Update keeps your computer upto-date and more secure by automatically providing the latest improvements to Windows. Windows XP Note: Regardless of genuine status. These can include software such as Microsoft Windows Defender (XP).  Listen to your customer’s concerns as if the customer is a victim of piracy. like a universal serial bus (USB) flash drive or secure digital (SD) memory card.For Internal and Partner Use Only 38 . to improve your computer's system performance without having to add additional memory. Windows Defender is a free program that helps you stay productive by protecting your computer against pop-ups. Windows Aero is the premium visual experience of Windows Vista and Windows 7. Microsoft Security Essentials Windows Vista Windows 7 Windows Vista Windows 7 Windows Vista Windows 7 Windows Vista Windows XP Windows Vista Windows 7 Tips for Supporting Customers Important: We never want to accuse a customer of piracy. you can use a flash memory device. slow performance and security threats caused by spyware and other potentially unwanted software Only genuine Windows customers can receive certain product downloads. customers will still be able to get critical security updates via Automatic Updates. It features a translucent glass design with subtle window animations and new window colors. With Windows ReadyBoost. Microsoft Confidential .

or redirect customers to help them obtain genuine software when it is suitable.For Internal and Partner Use Only 39 .Overview  Seek to understand your customers’ issues.  Determine the Genuine Advantage scenario.  Refer customers to online resources.  Provide background or context to explain the customer issue and appropriate resolution options. Microsoft Confidential .

list all the benefits that customers receive when they have genuine Windows software.microsoft. Requirements To perform this lab you will need the following:  Internet access Exercise: List Genuine Benefits In the space provided.com/genuine/ and use the information in the Genuine Windows section. visit http://www. Microsoft Confidential . research and list the benefits to customers who have genuine Windows Software.Overview Lab: Genuine Advantage Benefits Recall. Expected Time for this Lab This lab takes approximately 15 minutes to complete.For Internal and Partner Use Only 40 . To find your answers and additional details.

as well as a hash of related software components that may indicate the presence of an activation exploit The name and a hash of the contents of the computer's start-up instructions file (commonly called the boot file) to help us discover activation exploits that modify this file. and revision date  Hard drive volume serial number (hashed)  Whether the installation was successful if one was performed  The result of the validation check. the Genuine Advantage program collects some configuration information from the customer’s computer.For Internal and Partner Use Only 41 . e-mail address. revision number. including error codes and information about any activation exploits and any related malicious or unauthorized software found or disabled. What data is collected? The Genuine Advantage program collects information such as the following:  Computer make and model  Version information for the operating system and software  Region and language settings  A unique number assigned to your computer by the tools (Globally Unique Identifier or GUID)  Product Key (hashed) and Product ID  BIOS name. or any other information that can be used to identify or contact the customer. As standard procedure. including:  o The activation exploit’s identifier o The activation exploit's current state. address. your IP address is temporarily logged when your computer connects to a GA Web site or server. such as cleaned or quarantined o Original equipment manufacturer identification o The activation exploit’s file name and hash of the file. These logs are routinely deleted. If a system is identified as not genuine. the Genuine Advantage program may send additional information to Microsoft to understand better why the system failed Microsoft Confidential . Genuine Advantage does not collect name.Overview Genuine Advantage Privacy Statement To help validate software.

Software piracy is a worldwide problem. Changes to the Privacy Statement The privacy statement is sometimes updated. If a customer has any questions about this privacy statement. The lesson also shows the customer validation steps. to help protect their license keys. The smallest geographical unit that can be resolved is a city. The "last updated" date at the top of the privacy statement is revised when a change occurs.For Internal and Partner Use Only 42 . This information can include error codes and the names and paths of files that compromise the integrity of that system. and domain name.com/fwlink/? LinkId=83260 or by writing directly to the following address: Microsoft Privacy Microsoft Corporation One Microsoft Way Lesson: Windows Genuine Advantage Validation This lesson describes the Windows Genuine Advantage (WGA) validation process. To help spot possible systematic abuse of product licenses. such as hardware and software vendors and volume licensees. This information includes the geographical location. Microsoft Confidential .microsoft. This data may be retained for the sales life cycle of the product in question. How is this data used? The information is used to do the following:  Help prevent incorrectly licensed use of the software  Improve our software and services  Develop aggregate statistics We may also share aggregate data with other companies. This resolution is performed by using data that is provided by a third party. and describes the three main categories of WGA validation errors. Any collected data that could identify a customer is not used to contact the customer. direct the customer to contact Microsoft by using our Web form at http://go.Overview validation. ISP (Internet service provider). certain information about the software that is being validated is derived from its IP address.

Microsoft Confidential .For Internal and Partner Use Only 43 .Overview Goals At the end of this lesson.  Discuss options for troubleshooting software validation failures. you should be able to:  Describe the WGA validation process. Expected Time for this Lesson This lesson takes approximately 45 minutes to complete.

exe file that can be downloaded from the Internet. the ActiveX Control will try to obtain a license from the clearing house server. online validation is supported by all editions of Windows 7 and Windows Vista as well as the following Windows XP editions: Windows XP Home Edition. an . Validation might be required for their copy of Windows before they can get downloads and some updates from Microsoft. Table 1: WGA Windows XP Files File name LegitCheckControl. the control will return the validation status as genuine. During the next validation check. the ActiveX control collects the product key.Overview WGA Validation Overview Validation is an online process that lets the customer verify that their copy of Windows is genuine. WGA Validation Process The Windows genuine validation check is performed on the customer’s computer by using either an ActiveX control (Internet Explorer Add-on).dll (Windows XP Only) LicDLL. or a plug-in for browsers that do not support ActiveX controls. Then. As soon as the license data is cached. Microsoft Confidential .For Internal and Partner Use Only 44 . If the system is offline. and the control caches the license data on the system. Currently. and Windows XP Media Center Edition. The control then encrypts this information and sends it to the Microsoft clearing house server for validation. Note: The Automatic Updates feature is not affected by the WGA validation check. Windows XP Professional (excluding Windows XP Professional x64 Edition).dll LicWMI. the customer can use the Automatic Updates feature to make sure that they receive critical Windows updates.dll (Windows XP Only) Location C:\WINDOWS\System32 C:\WINDOWS\System32 C:\WINDOWS\System32 The ActiveX control first checks the operating system and makes sure that it is Windows XP. Note: The ActiveX validation tool cannot be disabled or uninstalled with the Internet Explorer Add-on management feature. Windows XP Starter Edition. The following table shows the files that are associated with the WGA Validation Tool. which are reserved for PCs running genuine Windows. The server sends back the encrypted validation license. the product ID (PID). and hardware information. the control uses the locally cached validation data. Therefore. The ActiveX control that WGA installs is the Windows Genuine Advantage Validation Tool.

microsoft. http://www.  Download Center Web site: Validation checks occur before downloading certain packages. run scripts.For Internal and Partner Use Only 45 .microsoft.aspx?displayLang=en The diagnostic site helps customers make sure that the settings in Internet Explorer 6. the customer’s system will pass validation with a temporary license. and they can download WGA offers if their software is genuine. Validation Events Windows Genuine Advantage validation occurs on several Web sites as described here.com/Genuine/diag/RunDiags.microsoft.  Microsoft Genuine Advantage Diagnostic site: Customers can use this site to perform checks and make sure that the system is configured correctly to run the validation check for Windows and Microsoft Office.Overview Important: If the server is unavailable.com/downloads  Microsoft/Windows Update Web site: Validation checks occur while Windows XP updates are downloaded.com/  Genuine Web site: Customers can validate their software on the Genuine Web site. http://windowsupdate. Microsoft Confidential .microsoft.com/genuine. and let ActiveX controls download and run. http://www.01 or later versions are configured correctly to view images. http://www.

If the problem persists.For Internal and Partner Use Only 46 . and Windows Defender. Figure 7: WGA Diagnostic Site There is other “WGA-enforced” software that performs genuine validation during the install routine. the customer receives suggestions to resolve the problem. These include software such as Windows Media Player. If configuration settings are incorrect.Overview Customers move through troubleshooting processes step by step. What Kinds of Windows Licenses Are Validated? The following license types that follow are validated:  Retail  OEM (System builder/COA)  OEM-System Locked Preinstall (SLP) Microsoft Confidential . language interface packs (LIP). the customer receives information about how to obtain additional assistance.

SLP √ √ Medi a Cent er Start er XPN (Europe Only) √ √ √ √ √ √ √ √ Note: The WGA legalization SKU and the WGA Kit that customers can order supports only Windows XP Pro and Home. validation will fail. The following table shows the validation requirement for Windows XP versions by SKU. Table 2: WGA Validation Windows XP SKUs Windows XP Only Pro Hom e Table t Retail √ √ √ √ √ √ OEM . Microsoft Confidential .For Internal and Partner Use Only 47 .Overview  Volume License Key (VLK) The following table shows current WGA validation Windows XP SKUs for each kind of license. Table 3: Validation Requirements by Windows XP SKU SKU Requirement Windows Retail Has Windows been activated? Enter data from Human Interface Prompt (HIP) Enter data from Human Interface Prompt (HIP) Valid product ID (PID) OEM (System Builder) OEM Royalty (SLP) Windows VLK (Volume License Key) Pass Validation Activated Fail Validation Yes Not applicable Yes Not applicable PID is not included on block list PID is included on block list Not activated Note: OEM SKUs must be activated. If these SKUs are not activated.System Builder Volume Licensing Key OEM .

microsoft. and the ActiveX control can initialize without restarting the computer.com) for the first time.For Internal and Partner Use Only 48 . This occurs after the customer clicks Express or Custom Installation. The only exceptions to this are as follows:  After an update to the WGA ActiveX control  If the WGA ActiveX control has been removed from the customer’s computer Microsoft Confidential . No additional customer intervention is required. Figure 2: First Visit to Microsoft Update site After a customer reads about the WGA control. the customer must choose to download and install the control. the customer will not see the WGA mandatory update again because the update was already successfully installed. First Visit to the Microsoft Update Site Note: WGA Validation via the Windows Update or Microsoft Update site only applies to Windows XP. the customer sees a list of updates that are available to install. When a customer visits the Windows Update or Microsoft Update site (http://windowsupdate. the WGA ActiveX control is installed.Overview WGA Validation Steps This section describes the customer’s experience during the first visit to the Microsoft Update site (Windows XP Only) and the Microsoft Download Center site. After the ActiveX control is installed. On later visits to the Microsoft Update site. The ActiveX control is required to continue to install updates.

type KB933928. Demonstration: First Visit to the Microsoft Download Center Demonstrate a customer’s experience with Windows Genuine Advantage during the first visit to the Microsoft Download Center. To reset the genuine status.aspx?displaylang=en. Opt-in WGA recommends WGA to customers. click Yes. step 4 and 5 will been skipped due to the stored genuine status.com/genuine home page by clicking the Validate Windows button.com/downloads/Search. 7. Click on Update for Windows Vista for x64-based Systems (KB933928) from the search result. WGA downloads can be identified by the Genuine star icon next to the download name.dll file from C:\WINDOWS\System32. Microsoft Confidential . Mandatory WGA requires customers to complete WGA before they can download the file. In the search box. Tools and Resources for this Demonstration  Access to the Internet  Internet Explorer  Windows Vista or Windows 7 Demonstration Directions Important: If Windows has recently been validated. Look for the Genuine star icon next to the download name. 4. 3. Open the Microsoft Download Center Web site at http://www. 1. 5. When you are prompted to install the ActiveX control. Note: Customers can also validate Windows from the http://www.For Internal and Partner Use Only 49 . 6.microsoft. you can simply rename the LegitCheckControl. Click Install. Click Download to download the software. These files may be marked for Optin WGA or Mandatory WGA. Next. 2.Overview  If the WGA ActiveX control has become corrupted First Visit to the Microsoft Download Center with WGA The Microsoft Download Center contains some download files that use WGA for validation before the customer can download them. click Continue.microsoft.

This validation checks for the presence of a blocked volume license key that was used to install Windows. The following table contains more detail about each of these checks. If the system was installed by using a key that requires product activation and that is not yet activated. Table 4: WGA Validation Checks Check Windows Version Check Blocked Volume License Key (VLK) used to install Windows Windows Activation Status Description This validation checks if the version (SKU) of Windows requires validation. If the customer is not an enterprise customer. When the customer has Microsoft Confidential .For Internal and Partner Use Only 50 . This informs the customer that she must first activate Windows to access Windows Update and to download files from the Windows Download Center. WGA Validation Checks WGA uses the results from the Genuine Advantage checks to determine whether the computer is running a legitimate installation of Windows. more information is provided to the customer so that he can contact the internal corporate IT department if he is an enterprise customer. If WGA determines that a VLK was used to install Windows and the VLK is not blocked. In this case. These may be marked for Opt-in WGA which recommends WGA to the customer. she will not be prompted to validate again when she accesses the Microsoft Download Center and vice versa.Overview Some downloads at the Microsoft Download Center use WGA for validation prior to download. If Windows was installed by using one of these blocked keys. WGA does not validate Windows XP Professional x64. validation succeeds. WGA downloads can be identified by the icon to the right of its name as shown below. the customer will see the WGA Activation Required page. or Mandatory WGA. Note: If the customer previously validated Windows by using the Windows Update or Microsoft Update site. he will receive more information so that he can search for how to resolve the problem. For example. the customer is sent directly to the scan results page to continue installing updates. These checks are automatic. The customer does not see them if the system is successfully validated. which requires that the customer complete WGA before the file can be downloaded. No additional checks are performed.

will see the alternate validation method. License from Earlier WGA Validation If WGA determines that the Windows version that is being used requires activation and the installation is activated correctly. However. it collects no personally identifiable information. WGA performs no additional checks. This lets the customer install Office updates and other non-Windows updates immediately. see the WGA FAQ here: http://www. WGA uses this license to perform validation more quickly in the future.For Internal and Partner Use Only 51 . WGA stores a WGA license locally on the computer. they will also see the alternate validation method. the customer can also choose to continue to review non-Windows XP updates and content without activating Windows.Overview activated Windows. and the data that WGA collects cannot be used to identify a specific customer. WGA Alternate Validation Method Customers who fail the validation process because of technical issues. customer is using a 3rd party browser.aspx Microsoft Confidential . If WGA finds a valid WGA license on the computer.microsoft.com/genuine/downloads/FAQ. validation succeeds. such as an inability to install the WGA ActiveX control. Note: For information about the specific data that is collected. WGA performs no additional checks. validation succeeds. The alternate validation method automatically collects some system information during this process. she can return to the Update site to continue. When WGA validates a computer that is using the certificate of authenticity (COA) or the WGA Exception Process as discussed in the following sections. In addition. For the Microsoft Update site.

The final step is to paste the validation code into the web page form to complete the validation process.exe Step 2: To complete the validation process. Figure 3: Alternate Validation GenuineCheck. follow these steps: Step 1: Download the GenuineCheck.For Internal and Partner Use Only 52 . enter the validation code into the Web page form. This utility collects the system information that was discussed earlier.Overview How to Use the WGA Alternate Validation Method To use the WGA alternate validation method. Figure 4: Alternante Validation Code Microsoft Confidential .exe file as shown in this topic.

Microsoft Update. Microsoft Confidential . a WGA license is added to the license store for future validation. Validation Failures The validation failure experience is different in Windows Vista and Windows 7 when compared to Windows 7. The section below provides a description of the different user experiences. the customer is notified of the Windows Genuine status and then resumes using Windows Update. he can still enable Automatic Updates to make sure that he receives critical Windows updates. Figure 5: Additional Validation Component Download Alternate Validation Success If the system is validated with the alternate validation method. When the validation is successful.Overview Alternate Validation Failure If the system cannot be validated by using the alternate validation method. or Microsoft Download Center.exe). the customer is redirected to another page to download additional Windows Validation component (WindowsActivationUpdate.For Internal and Partner Use Only 53 . Important: If a customer cannot validate the Windows installation.

Figure 6: Alternate Method Failure Validation Failure Experience for Windows Vista and Windows 7 If validation fails. Microsoft Confidential .Overview Validation Failure Experience for Windows XP If a Windows XP system fails validation. Important: If a customer cannot validate the Windows installation. the customer is prompted with a message that they may be a victim of software counterfeiting. the customer will not be able use certain feature as mentioned in the previous module. the customer is given more information to help determine whether the Windows installation is genuine (www.For Internal and Partner Use Only 54 . he can still enable Automatic Updates to make sure that he receives critical Windows updates. At this point.com/howtotell). the customer can choose to continue to use Windows by clicking on the Close button.microsoft. However. The message includes a link to go online in order to resolve the problem.

customers who have systems that are running a non-genuine copy of Windows Vista or Windows 7 will experience the following:  They will be notified that Windows is not genuine as shown below.” This persistent message is called a wordmark or tattoo. they will see a persistent message that reads. “This copy of Windows is not genuine.For Internal and Partner Use Only 55 . Figure 8: Windows is not genuine notification  In the lower-right section of their screen. Figure 9: “This copy of Windows is not genuine” wordmark Microsoft Confidential .Overview Figure 7: Victim of software counterfeiting message In addition.

and the error code (error number) appears less prominently. When you encounter a WGA validation error. The error code may be useful with the Microsoft Knowledge base. the Microsoft Update site. The error message is prominent. If the WGA ActiveX control cannot be installed.For Internal and Partner Use Only 56 . confirm that other ActiveX controls are working.  Activation: These are errors that are related to Windows Product Activation that the WGA control returns. This includes Windows Update PID checks. Remove the WGA ActiveX control and let it reinstall during the next visit to the Windows Update site. errors messages appear as shown in the following figure. Figure 6: WGA Error in Windows XP Microsoft Confidential . For Windows XP. it’s important to capture the error code. or the Microsoft Download Center. Validation Errors Errors that WGA validation returns are in three main categories:  Invalid PID: These are errors that are related to the PID errors that the WGA control returns.Overview Validation Troubleshooting The WGA ActiveX control installs other ActiveX controls.  Other: These are any other legitimate error codes that the WGA control returns.

For Internal and Partner Use Only 57 . Microsoft Confidential .Overview Note: The Windows XP error code now appears in the lower-left corner of the pane For Windows Vista and Windows 7. Goals At the end of this lesson. the error appears as shown in the following figure when the customer clicks on the balloon notification as previously shown. The error message also includes an error code in the lower-left corner of the window. you should be able to:  Describe the Genuine Advantage Notifications Program. Figure 7: WGA Error in Windows Vista and Windows 7 Lesson: Genuine Advantage Notifications for Windows XP This lesson defines the Genuine Advantage Notifications program for Windows XP.  Describe genuine and non-genuine tray Genuine Advantage Notification details.

For Internal and Partner Use Only 58 . Microsoft Confidential .Overview Anticipated Time for this Lesson This lesson takes approximately 15 minutes to complete.

the Software Update Installation Wizard runs the next time that the customer logs on to Windows. After the wizard starts. the customer can continue to access Microsoft downloads  If the copy of Windows does not pass the validation check. customers receive a message that describes the failure Microsoft Confidential . When installing Windows Genuine Advantage Notifications.  If the copy of Windows is genuine.Overview Genuine Advantage Notifications Program Overview The Windows Genuine Advantage Notifications program notifies customers when their copy of Microsoft Windows XP is not genuine. will be offered Windows Genuine Advantage Notification.For Internal and Partner Use Only 59 . the Windows Genuine Advantage Validation tool verifies that the customer’s copy of Windows is genuine. Windows Genuine Advantage Notification Installation Customers using Windows Update or Microsoft Update on a computer that is running Microsoft Windows XP. the results of the process appear for the customer to review. genuine copy of Windows XP will not receive notification messages. Important: This program is for Windows XP only. The notification messages appear only on computers that fail the Windows Genuine Advantage validation process. Later versions of Windows provide built-in notification capabilities. Customers running a validated. When the wizard finishes.

9 of the WGA Notification program will be delivered only to Windows XP Professional users. Figure 11: Windows Genuine Advantage Notification – Installation Wizard Supported Windows Operating Systems As for March 2009. version 1.Overview Application Delivery The notifications application (KB 905474) is an “opt in” program distributed by Automatic Update (AU) and Windows Update (WU) as a critical update with high priority.exe starts after login by WgaLogon.This file performs all of the actions before logon occurs. The notifications update installs the following files:  WgaLogon.  WgaTray. There are two distinct versions of this text: Microsoft Confidential .exe – WgaTray.dll.dll .For Internal and Partner Use Only 60 . This executable acquires configuration updates and maintains the LegitCheck status. The dialog box contains text that apprises customers of their non-genuine status. the customer will have a pre-logon message also known as the Logon Interrupt dialog box. Logon Interrupt Dialog Box If a copy of Windows XP fails validation.

Click Resolve Now to get help with this problem.” Figure 12: Logon Interrupt dialog box in Non-Genuine Mode Persistent Desktop Notification Customers who are notified that their copy of Windows XP may not be genuine will also see a persistent desktop notification is similar to a watermark.For Internal and Partner Use Only 61 .” Buy Now Mode: > 14 Days o “This copy of Windows is did not pass genuine Windows validation and you have not yet resolved the problem. In other words. A translucent image as shown below appears over the system tray and is non-interactive. the user can not click on it or do anything to it. Microsoft Confidential .Overview  Non-Genuine Mode: 0-14 Days o  “You may be a victim of software counterfeiting. This copy of Windows is no longer eligible to receive the full range of upgrade and product support available from Microsoft.

the following options are shown below Microsoft Confidential . 0. By clicking on the WGA icon. The persistent desktop notification is based on different states as shown in the table below. Table 8 Persistent Desktop Notification Messaging State Green Green Red Variation Genuine. The customer can also click on the WGA icon located in the system notification area.30 days Not activated NOT ACTIVATED.For Internal and Partner Use Only 62 . you will see a WGA (star) icon at the system notification area. first 14 days Red Validation incomplete Non-genuine. 30+ days Validation incomplete Due to some reason other than activation Persistent Desktop Notification N/A N/A No persistent desktop notification shown Notification Area If Windows fails validation. after 14 days: “non-genuine Buy Now” NOT ACTIVATED.Overview Figure 13: Persistent Desktop Notification. Sp2+ Genuine RTM or SP1 Non-genuine.

The customer may reset the background to wallpaper or to another background color. until their copy of Windows passes validation. the desktop will also be set to a plain black background. Microsoft Confidential .For Internal and Partner Use Only 63 . This web page gives the customer the specifics of the validation failure and the steps that they can take to make the operating system genuine. The plain black background is to emphasize this persistent desktop notification. Desktop Background Change If Windows fails validation.Overview Figure 14: Options in the notification area The customer can open the Windows Genuine Advantage Validation Failure Web page. but the desktop will be reset to a plain black color every 60 minutes.

the customer may experience the following outcomes: Validation Incomplete Dialog Box The Validation Incomplete dialog box appears when WGA validation is unable to complete.Overview Installation Results At the end of the installation routine. Figure 15: Validation Incomplete Microsoft Confidential .For Internal and Partner Use Only 64 .

Overview Validation Complete (Genuine) Dialog Box The Validation Complete dialog box appears when WGA validation has completed. Figure 16: Validation Complete (Genuine) Link Validation Complete (Not Genuine) Screen The Validation Complete dialog box appears when WGA validation was successfully completed.For Internal and Partner Use Only 65 . Figure 17: Validation Complete (Not Genuine) Microsoft Confidential .

However. the preferred term is non-genuine.  Discuss resources available for Genuine Advantage troubleshooting.For Internal and Partner Use Only 66 . and describes how to issue a customer a new product key. Labs in this lesson take an additional 30 minutes to complete. Microsoft Confidential .Overview Lesson: Genuine Advantage Troubleshooting This lesson provides basic troubleshooting steps for helping a customer who has Genuine Advantage issues. Goals At the end of this lesson.  Discuss recommendations for a non-genuine customer scenario. you should be able to:  Demonstrate standard troubleshooting for Genuine Advantage issues. Expected Time for this Lesson This lesson takes approximately 90 minutes to complete.  Convert a customer’s product key using the Product Key Update. Note: Non-genuine Microsoft software is also known as counterfeit. describes how to use the re-arm switch.  Use the Microsoft Genuine Advantage site to confirm that Internet Explorer and Windows are configured to run the validation process.

Additionally. o Always give the customer the benefit of the doubt and issue a new product key when all processes are followed and the customer is adamant about fixing the issue immediately." To determine the issue. and it took me to this Web site. o Technical support assisted the customer in changing the product key and confirmed that the issue was resolved. Step 1: Ask the customer to explain what they did and what happened Ask the customer to explain in detail what he was doing when the issue occurred and what he did after experiencing the issue. The following questions will also help determine the recommendations to resolve a Genuine Advantage issue. o It is confirmed that the customer has a non-genuine copy of Windows. Resolved issues are issues that meet one or more of the following conditions: o The customer has a known issue as defined in this module.  Capturing diagnostic data and asking the relevant question is key to resolving Genuine Advantage issues. Avoid accusing or implying that the customer knowingly committed piracy or is in any way involved in non-genuine software. the customer will return to the reseller to address the issue. From this Web site.  No validation issue will ever go unresolved as long as the customer is willing to work with support. Scenarios  The customer says: "I tried to download something from the Microsoft Download Center. or the customer will purchase a retail copy of Windows.For Internal and Partner Use Only 67 .Overview Validation Troubleshooting Key Points  Always consider the customer as a victim of any possible non-genuine software or piracy issues. Microsoft Confidential . The context in which the customer experienced the problem helps you understand the cause. you can determine the exact message that the customer receives and any applicable error codes. Standard Troubleshooting Steps Troubleshooting Genuine Advantage issues consists of following a set of questioning steps to determine the authenticity of the Windows installation. obtain the URL that the customer sees to make an assessment.

Step 2: Ask the customer for the error or notification message The wording of the exact error message or dialog box that is displayed helps narrow the scope of the issue that the customer is experiencing. The messages tell me that I may be the victim of non-genuine software. such as upgrading the hard disk drive and the memory at the same time or replacing the motherboard in an OEM computer. an error code should be displayed in the lower-left corner of the validation failure Web site." During the validation process. MSDT troubleshooters.Overview  The customer says: "Warning messages appear in the lower-right corner of my screen when I use my computer. Some possible error messages that the customer may receive are as follows:  "You may be the victim of software counterfeiting. The following scenarios currently exist that may cause the computer to prompt the customer to reactivate:  The customer uninstalls Windows on one computer and then installs Windows on another computer. a notification is displayed that states that Windows must be reactivated. Step 3: Determine whether the issue is related to product activation If Windows is not activated within the grace period (30 days)."  "This copy of Microsoft Windows is not genuine.  The customer makes a significant hardware change. the customer may see a notification indicating that their copy “Windows is not genuine”. hardware. This may be caused by recently installed software. or hardware drivers on the customer’s computer.  The customer reinstalls Windows. If a major hardware change requires reactivating Windows.For Internal and Partner Use Only 68 .  The customer upgrades the Windows edition. Here are some examples:  0xC004C4A2  0xC004C4A9  0xC004C4A8  0xC004C4A4  0xC004C4A5 Check for specific solutions to the customer’s error – Knowledge Base articles. etc." This means that the customer's installation of Windows did not pass validation. Microsoft Confidential .

com/resources/howtotell/content.microsoft.aspx? displaylang=en&pg=worldwide The Office How to Tell site is located at the following Web site: http://www.com/genuine/diag Microsoft Confidential . It is very important that we confirm or deny current known issues as the cause of the customer’s issue.com/resources/howtotell/default.microsoft. Known issues are discussed in the Genuine Advantage Known Issues module.aspx?displaylang=en The global How to Tell sites are listed at the following Web site: http://www.com/resources/howtotell/office/default. If you are not sure about the authenticity because of where the customer obtained the copy of the Microsoft software.com/howtotell/content.aspx?displaylang=en The following web site outlines the items that a customer should expect when purchasing Microsoft software: http://www. Step 4: Determine whether the customer's issue is a known issue There are several known issues that can cause validation or activation errors. If the issue is related to product activation.microsoft. Check whether the customer is experiencing one of these known issues before you continue.microsoft. Step 5: Ask the customer how they obtained the copy of the Microsoft software This information is important in determining non-genuine software.For Internal and Partner Use Only 69 .microsoft.Overview  A virus infects and corrupts the activation status data. educate and help the customer in using the following How to Tell Web site (English): http://www. please refer to the Activation Troubleshooting lesson early in this module for troubleshooting techniques.aspx?displaylang=en&pg=prepurchase Step 6: Ask the customer if he already ran self-help diagnostics The following diagnostics Web site is one of the self-help options available to customers: http://www. There are several scenarios that could call into question the authenticity of the customer’s media or the installed version of the Microsoft software.

the customer is provided instructions for resolving the failed check areas.Overview This Web site helps customers diagnose common GA issues. the diagnostic tries a selfrepair.For Internal and Partner Use Only 70 . In some error scenarios. Microsoft Confidential . Figure 19 Diagnostics results If any check fails during the diagnostics. Figure 2 displays the items that are checked when a customer runs the diagnostics. Figure 18 Items that are checked on a computer when a customer runs the self-help diagnostics The image below shows a successful diagnostics result.

as provided by the customer according to the Certificate of Authenticity (COA). The results can help you educate the customer that the product key was compromised in one way or another.Overview Step 7: Use the MGADiag tool If you determine that you need more information to resolve a validation issue.For Internal and Partner Use Only 71 . You can also use the full product key. The search results may also display hits from Microsoft Forums. send the following URL to the customer together with instructions to download and run the MGADiag tool: http://go. Step 8: Ask the customer if they ever had the computer repaired One common scenario with Windows XP validation occurs when a repair shop reformats the customer’s computer by using a non-genuine product key. For example. the product key may be posted on many Web sites.com/fwlink/?linkid=52012 The MGADiag output can be used with the Key Information Tool (KIT) to evaluate the authenticity of a customer’s Windows installation. to do an Internet search. This can provide you more information about a particular product key that was already addressed by Microsoft support personnel. and search the Internet The last 15 digits from the MGADiag output of a customer’s computer provide enough information to do a search on the product key that is currently installed on a customer’s computer. The results of the Internet search will either provide many hits on the product key or no hits at all. Use this information to educate the customer that he may have been victimized and should seek assistance from the original reseller of the software. Step 9: Use the last 15 characters of the product key from the MGADiag output. Use the MGADiag output to confirm or deny that this product key is the product key that is used on the computer. Step 10: Use the KIT to determine the validity of the customer's product key The Key Information Tool is discussed in the Genuine Advantage Resources and Tools module of the Genuine Advantage curriculum. By searching the Internet by using those characters. The product key may not actually be the product key that is used on the customer’s current installation. Note: Information on the WGA troubleshooting tools are discussed in the next lesson. you can determine whether the product key is compromised.microsoft. This usually occurs without the customer's knowledge and causes the system to become non-genuine. Give the customer the URL of the search results. Microsoft Confidential .

1. logs and other information.microsoft. the customer will be redirected to a help page with instructions on how to properly enable to option.com/genuine/diag) checks to confirm that Internet Explorer and Windows are configured properly to run the validation process. In the Microsoft Genuine Advantage Diagnostic Tool dialog box. and/or download and install ActiveX controls. As each item is checked. The output can also be pasted into the Key Information Tool. click Run 3. correctly set the system time/date.com/fwlink/?linkid=52012 2. In the File Download Security Warning dialog box. Click Continue 5. settings. The MGADiag site displays a list of configuration settings and known errors that affect the validation process. Confirm the file should be run by again clicking Run in the File Download Security Warning dialog box 4. Microsoft Confidential . The purpose of the tool is to help customers and support professionals diagnose validation and activation issue. a Resolve Now link is provided to the customer. error codes. Microsoft Genuine Advantage Diagnostic Web Site The MGADiag site (http://microsoft.Overview WGA Troubleshooting Tools This section explores how to use various WGA troubleshooting tools to resolve Genuine Advantage related issues.exe) The Microsoft Genuine Advantage Diagnostic Tool is an application used on a customer’s computer to detect and report a large amount of system information. How to use MGADiag Instruct the customer to follow these steps to download the MGADiag tool. Paste the output into Notepad or another text editor.For Internal and Partner Use Only 72 . If an item fails. If the customer clicks the Resolve Now button. Note: The Copy button will appear on every tab of the MGAdiag window. Microsoft Genuine Advantage Diagnostic Tool (MGAdiag. Click Copy 7. By clicking on the Copy button in any of the tabs will output the same results. a statement of Passed or Failed displays. click Continue 6. Navigate to http://go. Details about the Key Information Tools are found in the next section.

Example: Registered.For Internal and Partner Use Only Windows XP Windows XP Windows XP Windows XP Windows XP Windows Vista.dll registered. Windows 7 Ultimate. Table 10 Description Validate Code Code Validation Description Validation Status (XP Only) Applies To 0 Windows Genuine Genuine 1 Inactivated Unable to Perform Validation Windows XP Windows XP 3 Blocked VLK Not Genuine Unable to Perform Validation Unable to Perform validation Windows XP Windows XP 4 Missing PID 5 Bad PID 6 Windows Unsupported OS N/A 8 Keygen Not Genuine 9 Too many activations (ROT) Not Genuine 10 Time out of sync Unable to Perform Validation Windows XP 11 Lost or stolen key Not Genuine 12 License store access error Unable to Perform Validation Windows XP Windows XP 13 Geo block Not Genuine 50 Vista . Retail.9. Therefore. etc. A description of each code is explained in the next table. licensing information will not be able to be displayed. Tamper Time Stamp is the date/time that most recent tamper event occurred The content of the Licensing tab screen is the results from executing slmgr /dlv.0 Note: The fields and their content may vary depending on the operating system. 73 . Current version of legitcheckcontrol. etc. 1.Overview The Microsoft Genuine Advantage Diagnostic Tool provides the following information that can assist you with troubleshooting: Table 9 Important MGADiag Output Output Validation Status (XP only) Validation Code Product Key Product ID Product Name Product ID Type TTS Error Licensing (tab) LegitcheckControl Description A text description of the validation status.42.Invalid license Microsoft Confidential . OEM SLP. Partial product key used to install Windows Product Installation ID Windows Vista Ultimate. If the operating system is Windows XP. Example: Validation Control not Installed The numeric value of the code represents the validation status of the installation.

The MGAdiag tool can resolve the common issues:  “Cryptographic Errors Detected”: Steps stated in KB813442 will be executed  “Not Activated” (for OEM/SLP machine): Read-only attribute removed from WPA.com/genuine/validate/ Figure 20 Validation Control Not Installed and Resolve Button. Depending on the diagnostic results of the WGAdiag tool. the customer may have the option to “resolve” an issue on the lower left of the tool as shown in the figure below. troubleshooting steps may include the following steps:  Check for cryptographic error. follow the steps in the follow Knowledge Base article: 822798 You cannot install some updates or programs Microsoft Confidential .DBL  “Validation Control Not installed”: Clicking resolve will take the customer to the Microsoft Genuine Advantage website to install the control and subsequently be validated. If the tool does not fix the fix the cryptographic error.Overview 51 Vista -Tampered binary Windows 7 Windows Vista.For Internal and Partner Use Only 74 .microsoft. Windows 7 Resolving Validation errors with the MGAdiag Depending on the issue. http://www.

help the customer remove this software.dll.16395 Admin Service: Registered. Therefore.mui|COM Registration Tampered File: %systemroot%\system32\sppcomapi. The following is a snippet of a sample MGAdiag log demonstrating the presence of tampered files: Windows Activation Technologies--> HrOffline: 0x8004FE22 HrOnline: N/A HealthStatus: 0x0000000000002800 Event Time Stamp: 1:15:2011 13:43 ActiveX: Registered.1.16395 HealthStatus Bitmask Output: Tampered File: %systemroot%\system32\slui. the BIOS system time may also be configured incorrectly.  Check for disk failure  Uninstall incompatible 3rd party application. Version: 7.Overview  Check the system time and to make sure that the system is configured correctly. reactivate or validate the computer.mui Troubleshooting an activation exploit and a tampered files issue includes the following recommendations:  Download and Install the latest Service Pack and important updates via Windows Update or Automatic Update. you may need to repair activation components.1. These service packs and updates have the ability to target and disable activation exploits. This issue may also be resolved using the troubleshooting steps provided in the following Knowledge Base article: Microsoft Confidential .exe|slui.  Check for if the issue is related to product activation. Activation exploits can also cause system file tampering.  Re-install or perform an in-place upgrade (repair) of Windows. Version: 7.7600. For example. Then.dll|sppcomapi.exe)  Malware scan and remove. If the issue relates to product activation. the security and the privacy of the computer are at risk. Certain service packs and important updates can address exploits.For Internal and Partner Use Only 75 .exe. If the system time changes on every reboot.  Use the Windows Resource Checker (SFC. apply standard Product Activation standard troubleshooting steps Identifying and Resolving Tampered Files and Activation Exploits with MGAdiag Activation exploits are of software that can replace authentic Windows components or disable product activation. The MGAdiag tool is capable of detecting the presence of tampered files and or activation exploits.7600. If the customer recently installed any software.

This is the number of activations you can do on a single PC.partners.partners. Windows Vista.microsoft.For Internal and Partner Use Only 76 . RIT: Reissue In Tolerance. ROT: Reissue Out of Tolerance. etc. see the Frequently Asked Questions (FAQ) document here: https://keyinfotool. Professional.microsoft. This is the number of activations supported on a different PC. Home Premium.com/KIT/Documents/KITTrainingDocument .microsoft. but it covers a significant part of the information you might need to decide if a key should be working to activate Windows. Retail or OEM This includes information such as: Activations: This is the number of times this key has been used for activating the product. etc.Overview 948253 How to remove the "OEM driver" activation exploit and the "grace timer" activation exploit from a Windows Vista-based computer Key Information Tool (KIT) You can verify a Product Key or Product ID using the Key Information Tool (KIT).com/KIT/Documents/KITTrainingDocument .extranet. in the event that activation is required. KIT is located here: https://keyinfotool.ppsx Microsoft Confidential .extranet. RIT Count: Number of RIT activations that have been done using this key in the past. For more information on data returned by KIT.com/KIT/aspx/Default. Windows 7.mht KIT Training Review the KIT Training materials at the following location: https://keyinfotool.partners.extranet.ppsx\Key Information Tool FAQ. verify the key or PID and try typing it again.aspx This tool provides information about the key or PID. This is a small set of the data available for a key or PID in KIT. including: Table 11 KIT Verification Output Output Validity Product Edition Channel Activation Status Description Is it a valid key or PID? If not.

a customer takes the system together with all the software to a repair facility to resolve problems. depending on the cause.For Internal and Partner Use Only 77 . Some examples are as follows:  Advise customers to purchase a “Get Genuine Kit” from a local reseller or to contact customer service in their country to order a kit over the telephone by using a credit card.  Work with the vendor who installed or built the system originally.Overview Windows Genuine Advantage Known Issues This section reviews common scenarios that a Windows Genuine Advantage customer may experience. Recommendations The cause may vary. The customer runs the MGA Diagnostics tool. and request that the genuine software is provided. For example. the customer cannot validate their installation of Windows. The resolution varies. The repair facility uses a blocked VLK or a key-generated product key on the customer’s computer instead of using the customer’s software. 7 Scenario A customer experiences complications authorizing or loading the ActiveX control that starts validations for Windows Genuine Advantage. Hence. and the results indicate a blocked VLK.  Recommend that customers contact their system manufacturer’s technical support section and order the recovery media for their particular make and model of system. Blocked Volume Licensing Key (VLK) Applies to: Windows XP Only Scenario A customer tries to download a Genuine Advantage application but fails the validation process. Microsoft Confidential . ActiveX Control Issue Applies to: Windows XP. Vista.

" Recommendations Scenarios that may lead to this issue include but are not limited to following: A hard disk error occurred. (Other applications may also be incompatible with Windows Vista. they receive the following error message: "An unauthorized change was made to your license. and many have settings to block malicious scripts.0.0)  PC Tools Firewall Plus (versions earlier then 3. This issue may also be resolved using the troubleshooting steps provided in the following Knowledge Base article: 905226 The Windows Genuine Advantage (WGA) validation check process does not complete when you try to validate your copy of Windows Vista.)  Blumentals Software iNET Protector (all versions)  PC Tools Spyware Doctor (versions earlier than 4. Windows XP. make a special rule that allows the executable file for the utility to have full Internet access.  A program that is incompatible with Windows Vista is installed. If the customer is using a personal firewall program. and a possible automated solution. Incompatible 3rd party application causing validation failure Applies to: Windows Vista Scenario When the customer uses Windows Vista. or Windows 2000 Professional. You may have to set the antivirus software to allow the updater utility to work. it is best to direct the customer to the Microsoft Genuine Advantage Diagnostic web site to for troubleshooting guidance.56)  Trend Micro OfficeScan (versions earlier than 8. Some antivirus programs have basic firewalls built in. Examples of these applications include the following.0. If the customer is experiencing this problem.For Internal and Partner Use Only 78 .52)  Trend Micro PC-cillin Internet Security (versions earlier than 14.Overview Recommendations This issue occurs if ActiveX Controls are prevented from running on the computer.0)  TuneUp Utilities (versions released earlier than 2007) Microsoft Confidential .

For Internal and Partner Use Only 79 . During the validation process. The WGAdiag tool provides the following error message in the output log: “Cannot detect product ID (PID)” Or “Invalid product ID” Recommendations This problem is commonly caused by a system state that prevents WGA from accessing the product ID (PID).Overview This issue may also be resolved using the troubleshooting steps provided in the following Knowledge Base article: 931699 Error message when you use Windows Vista: "An unauthorized change was made to your license" Cannot detect product ID (PID) Applies to: Windows XP Scenario The Windows Genuine Advantage (WGA) validation process does not validate a copy of Microsoft Windows XP as expected. This issue may be resolved using the troubleshooting steps provided in the following Knowledge Base article: 916247 Error message when you use Windows Vista: "An unauthorized change was made to your license" Microsoft Confidential . the customer is notified with the following error message: “Unsupported Operating System for WGA” In addition.

Work as a group to investigate and resolve the problem. the instructor is your customer. and discuss recommendations.Overview Lab: Troubleshooting Genuine Advantage Many different problems can be encountered with Genuine Advantage because of a problem in activation. a problem in logon. Expected Time for this Lab This lab takes approximately 30 minutes to complete. Requirements To perform this lab you will need the following:  Internet access  Access to KIT (Key Information Tool) Exercise: Genuine Advantage Troubleshooting Scenario In this scenario. or another general problem condition. Microsoft Confidential . In this activity. They are experiencing a Genuine Advantage validation problem. you will collect more information about a software licensing error.For Internal and Partner Use Only 80 .

Source LicenseKey Type Used Retail Retail Target License Retail Microsoft Confidential . If a key of the wrong edition is attempted (Example: Home to Professional). the customer will get the error “This product Key is invalid”. What License Conversion Types does the Key Update Tool Support? Key Update tool now supports following license conversions: Table 12 Update License Conversions No. Navigate to http://www. The tool cannot update the product key automatically.aspx? displayLang=en For troubleshooting purposes files that have failed the scan can be renamed and the conversion tried again. This CD will install Windows XP SP2.com/genuine/purchase/SystemScan. Note: The Windows Product Key Update tool only supports Windows XP To change a product key. it will cause the scan to fail.Overview Using the Product Key Update Tool The Product Key Update Tool will scan approximately 6.aspx 2.microsoft. If this fails the customer will need to re-install Windows using their WGA Kit CD. Changing a Windows XP Product Key The Windows Product Key Update tool is used to change Windows XP product keys . As a precaution we need to ensure our customers have a backup of their critical data and the software to re-install any applications that may fail. the customer should: 1. and will show the following error:  "One or more Windows files are modified or corrupted. Please reinstall Windows using the Windows Genuine Advantage Kit CD. The tool will ask for a valid product key before the conversion. Select a version of Windows.For Internal and Partner Use Only 81 . 3. If the tool/scanner detects any differences from the original would indicate a potential vulnerability.000 critical system files which make up the original Windows XP distribution. Follow the instructions on the screen to convert the product key The Product Key Update Tool will only work when changing the key on the same edition of windows (Example: Home to Home and Professional to Professional). [Error: 0x80004005]  Additional information on how the Windows Product Key Update tool works is located here: http://www.microsoft. Using a repair install should retain all the customer data and most application compatibility.com/genuine/selfhelp/pkuinstructions.

Overview VLK OEM System Builder OEM SLP Retail VLK OEM System Builder OEM SLP Retail Retail Retail Retail Retail OEM System Builder OEM System Builder OEM System Builder OEM System Builder Retail OEM System Builder OEM System Builder OEM System Builder OEM System Builder Module Review This lesson has covered the following main topics.  Windows License Types  Windows License Terms  Activation  Activation Troubleshooting  Windows Genuine Advantage  Windows Genuine Advantage Notifications  Troubleshooting Genuine Advantage Validation Microsoft Confidential .For Internal and Partner Use Only 82 .