How to troubleshoot Windows Update or Microsoft Update when you are repeatedly offered an update (910339)

RESOLUTION

To identify the method to use to resolve the problem, determine whether the update was installed. Then, use one of the methods in the "Troubleshoot the problem" section.

Determine whether the update was installed

To determine whether the update was installed, use one of the following methods.

Method 1: Review the installation history

To review the installation history, follow these steps:

1. Click Start, point to All Programs, and then click Windows Update or Microsoft Update.
2. On the Web site, click Review your update history.
3. Locate the most recent entry for the specific update.
4. Note the color of the icon in the Status column. If the icon is green, the update was installed. If the icon is red, the update was not installed.

Method 2: Examine the installation log file

To examine the installation log file, click Start, click Run, type %Windir%\KBnnnnnn.log, and then press ENTER.

Note In this command, nnnnnn represents the number of the Knowledge Base article about the update.

If an entry that is similar to the following is present, the update was installed.

Note In this sample entry, x represents a numeric value.

RebootNecessary = x,WizardInput = x, DontReboot = x, ForceRestart = x

Note This method applies only to updates for Windows. Updates for Office do not create this log file.

Troubleshoot the problem

To troubleshoot the problem, use one of the following methods, depending on whether the update was installed.

How to troubleshoot the problem if the update was not installed

If a red icon or an error message appears next to the update on the update Web site, visit the following Microsoft Web site for more information about how to troubleshoot the problem:

How to troubleshoot the problem if the update was installed

If a green icon appears next to the update on the update Web site, and you have installed the update at least three times, use the following methods to troubleshoot the problem. Use each method in turn. If a method does not solve the problem, go on to the next method.Method 1: Install the Malicious Software Removal ToolInstall the Malicious Software Removal Tool. After you install the tool, restart the computer. The tool runs automatically.

To obtain the latest version of this tool, visit the Windows Update Web site or the Microsoft Update Web site. For more information about this tool, click the following article number to view the article in the Microsoft Knowledge Base: Method 2: Use spyware-fighting software and antivirus software to scan the computerUse spyware-fighting software and antivirus software to scan the computer. Low-cost and trial versions of this software is generally available on the Internet.

Note To participate in the Microsoft AntiSpyware beta program, click the following link:Method 3: Install the update in Safe ModeInstall the update in Safe Mode. To do this, follow these steps:

1. Download the update. To do this, follow these steps:
   1. Visit the Microsoft Download Web site:

      http://www.microsoft.com/downloads

   2. In the Search for a download box, type the number of the Knowledge Base article that describes the update, and then click Go.
   3. Download the update, and then save it to the desktop.
2. Install the update. To do this, follow these steps:
   1. Double-click the downloaded file to install it.
      
      If you are prompted to restart the computer, do so.
   2. Visit the Windows Update or Microsoft Update Web site to verify whether the update is offered again. If you are offered the update again, continue to the next step.
3. Install the update in Safe Mode. Safe Mode disables most running processes and services. These services include the Windows Update service. Installing an update in Safe Mode is a quick test to verify whether an application or process is interfering with the installation. To install in Safe Mode, follow these steps:
   1. Restart the computer.
   2. As the computer starts, press the F8 key.
   3. Use the arrow keys to choose Safe Mode, and then press ENTER.
   4. Double-click the file that you downloaded in step 1 to install the file.
   5. When the installation is finished, restart the computer.
   6. Visit the Windows Update or Microsoft Update Web site to verify whether the update is offered. Alternatively, wait until Automatic Updates runs again.

Method 4: Contact Microsoft Product Support for helpContact Microsoft Product Support for help. To contact Microsoft Product Support, follow these steps:

1. Click Start, point to All Programs, and then click Windows Update or Microsoft Update.
2. Click Get help and support, and then follow the instructions on the Web site.