cannot update windows or Microsoft Security E

May 2, 2011 at 09:32:55
Specs: Windows Vista
My windows is not updating. Also when I try to update my microsoft Security Essentials I get this message - Security Essentials could not complete the virus and software definitions due to an internet or connectivity issue. But there is nothing wrong with my internet connection.
I am on Windows Vista.
Thank you

See More: cannot update windows or Microsoft Security E

May 2, 2011 at 09:43:31

“Connection failed” message also occursbecause of incorrect internet proxy settings so follows the steps mentioned below to reset the proxy settings.

1. Click on Vista Start Button

2. Go to All Programs -> Accessories

3. Now right click on Command Prompt and select “Run as Administrator” from context menu.

4. This should bring an elevated command prompt mode with full Administrators rights.

5. Now in the Command prompt (Black Screen) Type the following:


(Note the spaces)

7. Press the ENTER

8. Close the CMD and Restart the computer

9. Try to update Microsoft Security Essentials.

If the update still fails, download the MSE updates from the following link and install. 32-bit computer 64-bit computer

Report •

May 3, 2011 at 03:28:15
Hi and Thank you
I have tried the advice you have given above but with no success
I have also tried the link you gave but it just sends me to the Bing search page.
I still can`t update Microsoft Security Essentials or Windows Updates :-(

Report •

May 3, 2011 at 03:57:32
I`ve just tried it again after realising I left one word out of the command and this is what I got:

`Error writing proxy settings <5> Access is denied

Current WinHTTP proxy settings:

Direct Access <no proxy server>

Do you know what this message means please?

Report •

Related Solutions

May 3, 2011 at 05:50:21
Looks like Vista and has insufficient rights.

Try elevating your command shell. In other words, right click the Command Prompt and select: Run as administrator.

Then, try the followimg to download the MSE updates:

Report •

May 3, 2011 at 08:22:32
Thank you for your reply.
I have gone to the link you provided for me and got this message:
This article applies to a different version of Windows than the one you are using. Content in this article may not be relevant to you.Visit the Windows Vista Solution Center
So what I have basically done is to remove Microsoft Security Essentials from my computer and reloaded it.
The compuer updated and as it got to `extracting files` it temporarily stopped and then went straight onto `scan` ? Not sure if this is going to work. Fingers crossed

Report •

May 3, 2011 at 10:23:13
Well I`m having no joy. Initial update was ok but I tried again and its still sticking about a third the way through searching and when I cancel the update, it still running
I don`t know what to do :-(

Report •

May 3, 2011 at 11:08:31
I had a computer where MSE was installed, and it was trouble from the beginning. MSE is installed on the computer I am currently on, and it works like a charm...go figure!

You may want to consider installing avast! It's a free download also:

In the computer where I had trouble, avast! free was installed a couple of years ago, and it still is.

Just something to consider.

Report •

May 4, 2011 at 15:04:57
Hi there
Sorry for the delay in replying to your message, It was a long winded late night getting rid of MSE and then Avast! scan etc) On your advice I downloaded Avast! It found 3 infected files which MSE hadnt detected!
Im still unsure of windows updates, still the same.
I would just like to Thank you for your all your advice, you have been a great help! :-)

Report •

May 4, 2011 at 19:36:46
When you try to run Windows Update, are you getting some sort of a message?

If you are, it might give us some clue as to what is going on...

Report •

May 5, 2011 at 03:24:30
Hi there
Thank you for still staying with my computer probs, its very much appreciated! :-)

When I try to run Windows updates it just runs.. and runs...and runs.... and does nothing else. No download update..nothing.

It also says `Never` in the screen ( i.e- Has never updated windows)

There are also no windows update logs.

It may/may not be something to do with when I ran a system restore, but I`m not sure.

Report •

May 5, 2011 at 06:26:46
Let’s try the following:

Click the Windows button and the letter [R] to open the Run prompt

In the Run prompt type: services.msc
Press Enter.

Double click the service: Windows Update
Click on the General tab
Under Service Status, click: Stop
Repeat the steps with: Background Intelligent Transfer Service

Now, restart the computer, and then start these services again:

Run services.msc

Select: Windows Update
Click on the General tab
Under Service Status, click: Automatic
Click the Start button to start the service.

Repeat the steps with: Background Intelligent Transfer Service

Open the Windows Update and configure it to Automatic download and install updates

Try running the Updates.

Report •

May 5, 2011 at 06:34:03
Hi there
I`m sorry to sound so thick, but where is the Windows button?
Edit* sorry lol, I just realised where it is. Dohh me! :-))

Report •

May 5, 2011 at 08:00:54
Hi there
I have tried to stop the Windows Update using the command prompts as above and received the following message:

`Windows could not stop the Windows Update Service on Local Computer

Errror 1053: The service did not respond to the start or control request in a timely fashion`
So I tried it again and under the general tab (and in the Windows Service ) it says " service status...stopping"

I still followed the next command as above and restarted my computer.

I then looked in the `Services msc again but it said started. So I am assuming it hasn`t responded to the command I give it re: error code

Report •

May 5, 2011 at 09:41:52
Open Notepad: Start > All Programs > Accessories > Notepad

Copy all (the whole thing in one shot) of the following commands (in italics) and then paste them into the opened Notepad:

net stop wuauserv

net stop Cryptsvc

cd /d %windir%\SoftwareDistribution

rd /s /q DataStore

ren %windir%\system32\catroot2 catroot2.old

net start wuauserv

net start Cryptsvc

Close Notepad window.

Select: Save, when prompted to save the file.
Type wup.bat as the file name, and select Desktop (from the left panel) as the location.
Click the Save button

Go to the Desktop and right click the wup.bat file, then select:
Run as administrator

You will see a DOS (black-like window) processing

When done, check if Windows Updates can now be installed correctly.

(Have to go out for a while, Will probably not be back until tonight. Don't give up yet. Got a couple of other things we can check on.)

Report •

May 5, 2011 at 11:54:29
Hi there
I`ve tried the above commands and then had to restart as prompted by Windows update.
Ive done that and now checking if Windows will update.

Im not sure how long it will take but its been about 15 mins so far.

Enjoy your day! :-)

Report •

May 5, 2011 at 12:18:41
.....Windows is still checking for updates....

Report •

May 5, 2011 at 12:54:51
.....its still checking...... :-)

Report •

May 5, 2011 at 13:56:59
.....its still checking for updates.......

Report •

May 5, 2011 at 14:44:05
,,,,,and still is,

I`m going to log out now and will try again tomorrow.

Report •

May 5, 2011 at 18:46:21
Try the System File Checker program…

Click Start, and then type cmd in the Start Search box.
Right-click cmd in the Programs list, and then click: Run as administrator.

At the command prompt, type the following line, and then press ENTER:
sfc /scannow

When the scan is complete, test to see whether the update issue is resolved.

If the issue is not resolved, adjusting Service Permissions may be necessary, but that, I am not sure of, and it is not an area I feel comfortable with.

What kind of computer is this?
Does it have an option to restore it back to the day it was purchased?

Report •

May 5, 2011 at 19:49:19
Also do the following to take a look at what is installed in the system:

Download Random's System Information Tool (RSIT):

Save to the Desktop
Right click RSIT.exe and select 'Run as administrator'

Click Continue at the disclaimer screen

If the HijackThis utility (current version) is not detected on your computer, RSIT will download it (allow access, if requested).

Launch the Scan

Once RSIT finishes, two logs open: Log.txt, and Info.txt (minimized).
The logs are also found in C:\rsit

Please provide the RSIT Log.txt and Info.txt reports in your reply.

Report •

May 6, 2011 at 09:50:40
Hi there
Sorry, what do you mean "At the command prompt...,? Do you mean type it in the black box that appears? As I did this and my computer froze. I had to reboot. Typed it in again but nothing has happened?

Report •

May 6, 2011 at 09:51:55
It is a HP notebook and it does have an option to restore

Report •

May 6, 2011 at 09:56:32
Sorry, after tying `sfc /scannow` for the second time, it is now scanning

Report •

May 6, 2011 at 11:05:37
Hi there
Ok, it has scanned and now I`m checking for Windows updates. Fingers crossed :DD

Report •

May 6, 2011 at 11:29:40
Hi there
No joy with the Windows updates.
Also the next command; RSIT looks like it has stuck coming towards the end.
So I am going to restart my computer :-(

Report •

May 6, 2011 at 11:45:41 I was closing windows, RSIT Log.txt & info text notepad reports was there.

However, I am not happy about putting all my computer info to be displayed in a public site.

Report •

May 6, 2011 at 13:10:06
you can send this information as a private message to the user that requested it. that way its a one on one. if that helps, just click on thier name and then when thier page loads click on it again, copy and paste it there. hope that helps


Report •

May 6, 2011 at 13:24:45
Thank you for your message Mike.

Would this still be safe. I hate to sound so paranoid.

Although the person who is helping me is genuinely concerned and is helping me a great deal, Im still a little apprehensive as to do this,

I don`t know what to do

Report •

May 6, 2011 at 14:14:53
I understand the concern, I would say that this method is safer. there are a limited number of people that would bother to post on here and then try to steal information from you. you could remove anything on it that mentions your ip, or mac address. not sure if these mention this kind of thing, but that would eliminate part of the security issue?


Report •

May 6, 2011 at 14:29:05

I fully understand your concern. If you feel any level of apprehension, then, do not provide the information.

We are basically operating 'in the blind', and the reports requested would provide information about the system. Something could be showing that could help solve the issue, and, then again, the reports may not show anything we can work with.

Windows Update problems are sometimes like pulling out your own teeth without using anesthesia!! In your shoes, I would perform a non-destructive recovery on your notebook. Back up whatever data is important to you, and press on. If that does not solve the problem, then you would need to reformat. Either choice requires work, but the non-destructive recovery to the date purchased would require the least.

HP does have its own forums, if you want to give them a whirl. I believe they also have a Live Chat option. You may want to consider that before anything else.

Good luck!!

Report •

May 6, 2011 at 14:45:29
Thank you Mike I appreciate your message

Report •

May 6, 2011 at 14:47:56
Hi There
Thank you for all your help and understanding in this situation.

I appreciate what you have said and all your assistance.

Report •

May 6, 2011 at 14:50:17
no problem, aaflac, wasnt trying to but in for the record. :-) +ed the posts hope things work out


Report •

May 6, 2011 at 15:15:25
aaflac44 was the person who was helping me so I realise he wasn`t butting in as you put it. :-)

"+ed the posts...." sorry Mike, what does that mean?

Report •

May 6, 2011 at 17:31:25
mikelinus, lovelybunny,

Anyone is welcome to jump in with info that may help.

The more minds, the better!!

Have a great weekend, everyone!! :-)

Report •

May 6, 2011 at 18:26:14
Thank you aa and I really do appreciate your assistance with this matter
Have a lovely w/end x

Report •

May 7, 2011 at 05:21:00
sorry lovelybunny I was telling aaflac that I clicked on the green thumbs up, because his responses were helpfull


Report •

May 7, 2011 at 12:13:57
I've just read the whole story, and it seems like your only option is to reinstall Windows (A.K.A. delete all your files and start over from day 1). But don't worry, you can backup all your important data. :) If you have a external HDD, you can drag all your documents into it.

Report •

May 7, 2011 at 19:06:21
Thank you, I think you are right

Report •

May 8, 2011 at 04:13:20
Hi there
I am trying to get RSIT Log.txt and Info.txt off my computer but it keeps saying

`cannot be completed because the file is open in another program`

Any ideas please?

Report •

May 8, 2011 at 09:49:41
Try using Unlocker:

It deletes locked files with error messages like:
· The source or destination file may be in use…
· The file is in use by another program or user…

Use the blue button with the arrow on the left, and, on the next page, select: Softpedia Mirror (US) x32 (If your computer has a 32 bit system installed)

Download the program
Save to the Desktop
Double-click the Unlocker icon
Allow the software to run

In the Choose Components prompt, uncheck Bing Bar and QuickStores shortcuts
Click: Install

Now, go to the Desktop, and right click the item you want to get rid of
In the menu that appears, select: Unlocker

When it's screen pops up, use the drop arrow to change No Action to Delete
Click: OK

Report •

May 8, 2011 at 12:31:16
Hi there
Thank you for your message
I have downloaded the from the above link.
The program is an undeleter. Is this the correct thing?

If so, then it is asking me to scan rather than me being able to `Choose Components promp` ??

Report •

May 8, 2011 at 12:36:05
Undeleter is not it!

Use the blue button with an arrow on the left, and, on the next page, select: Softpedia Mirror (US) x32 (If your computer has a 32 bit system installed).

If you place your pointer over the blue button, it says: Click here to download Unlocker << This is what you want.

Report •

May 8, 2011 at 13:15:53
ah silly me! Ive got as far as unchecking those two boxes and then let it run and my defender has given me the message that changes have occured to my computer settings and windows defender has asked me what to do with them (Im part of the advanced membership community of Microsoft spynet)

What should I do please?

Report •

May 8, 2011 at 13:18:26
"Ive got as far as unchecking those two boxes..."

What two boxes?

Report •

May 8, 2011 at 13:31:43
Bing Bar and QuickStores shortcuts and installed and then what I said about Windows defender notification as above

Report •

May 8, 2011 at 18:35:20
Thanks for explaining further.

Just allow the changes that WD is making you aware of.

Some Antivirus and Antispyware programs flag Unlocker as being malware, although the application is perfectly safe ,and does not pose a threat to your system.

Report •

May 9, 2011 at 03:56:13
Ok, Many Thanks again for your help. I do appreciate it!
Suz x

Report •

May 9, 2011 at 04:03:24
Hi again
I just realised, that unlocker hasnt actually got rid of what I wanted got rid off off my computer but other things its been ok.

When I try to delete 2x ntuser.dat (LOG1 & LOG2) it says:

`The object could not be deleted.
Do you want to preform the requested deletion at next reboot?`

Obviously I said yes. However,since I rebooted my computer, those two items are still there- grrrrr! :DD

Report •

May 9, 2011 at 05:00:54
Hard telling what is wrong with the computer...strange.

Aren't you going to do a recovery? If so, it will revert to day of purchase (non destructive), Whatever has been installed will be gone.

Report •

May 9, 2011 at 05:43:22
Hi there
I did a system restore..with saying that I`ve probably done that wrong lol
I`m so computer illiterate :P

Report •

May 9, 2011 at 06:14:32
Are yo still having the Windows Update problem after doing the System Restore?

Can you disble Windows Defender, install Unlocker (if gone), and try deleting RSIT logs?

Report •

May 9, 2011 at 06:32:21
Hi there
I`m afraid so..its still not updating. :-(

Ive disabled Windows Defender (Unlocker has not gone) and tried deleting RSIT logs again...same, still there and same message.

With saying that, it was interesting to notice that the `recycling` message came on and it said ` recycling 0 of 0 ???

Very strange. If there is no item there, why it is recycling and furthermore, why it still remains on my computer

Report •

May 9, 2011 at 08:11:56
I think, the best route is to do an HP System Recovery, which is different from the Windows System Restore.

Too many things going wrong on the computer...

Report •

May 9, 2011 at 08:58:53
Hi there

Thank you...I will give it a try...wish me luck! :-)

Suz x

Report •

May 9, 2011 at 09:03:55
Hi there
Just clicked the link and this is what it said:

This document only pertains to HP and Compaq desktop computers that came with Windows Vista. It is NOT for HP notebook computers.

* I have a HP Notebook and not a desktop computer

Report •

May 9, 2011 at 11:21:12
You need to get to the HP Recovery Manager:

What model HP notebook do you have? (Model/number)

Report •

May 9, 2011 at 11:46:58
HP G7000 Notebook PC

Report •

May 9, 2011 at 12:03:24
You should be able to restore the G7000 Notebook to original condition with the HP Recovery Manager from within Windows Vista

Since the PC can access Windows, use the Recovery Manager to restore the PC to the original factory condition by following the steps below.

1. Click Start and type Recovery in the Search field.
2. Select Recovery Manager, and when the wizard opens, click the Advanced options button.
3. Select System Recovery. The computer will restart.
4. When the Recovery Manager appears again, select Advanced options (if available); if not, click Next, then again select System Recovery.
5. When prompted to use the File backup wizard to back up your computer files, HP recommends that you select this option and backup the files now.
6. When prompted to use the Microsoft System Restore program, select NO and click Next.
7. When prompted to use the System Recovery, select YES and click Next.
8. On the next screen, when you click Next, the PC will immediately begin formatting the hard drive and destroy all data. The restore process cannot be stopped.

You must reinstall any programs, hardware, or software updates.

Report •

May 9, 2011 at 12:15:04
Do my files get backed up on my computer or will I have to back my files up on external discs?

Report •

May 9, 2011 at 18:15:53
It has been a long time, but, I think that for personal computers it gave the option to backup data to a flash drive, external hard drive, CD, or DVD.

HP has (I used it a few times) a Live Chat area on their website. They also have forums. You are probably better off asking them a few questions, since they would know the specifics about their programs. I no longer have an HP notebook where I can check what is on it, etc.

Report •

May 10, 2011 at 01:40:04
Hi there

I have this morning received a delayed reply from Microsoft support.

After their own diagnostics, I followed their suggestions as to how to sort it and da daaa!

Windows is now updating!!

I would just like to say that I so appreciate all your follow ups! TYVM!

Suz x

Report •

May 10, 2011 at 04:54:43
Grrrreeat!! Glad MS came through, and you got things sorted out.

Would you mind sharing their response to you, It could help with future cases of Windows Updates.

Report •

May 10, 2011 at 05:09:00

"From the problem description, I understand that a problem was encountered when trying to get windows updates. Please feel free to let me know if I misunderstood. I understand the inconvenience you have experienced. Please be assured that I will do my best to resolve the issue.

At first, I would like to apologize for the delay in responding to your support request. Please be assured that you have successfully contacted the correct support team and I will be working with you to address your concerns as quickly as possible. After checking the WindowsUpdate.log file attached, I found that the error code 0x80072f78 occurred during the Windows Update process.

Regarding the error code, I would like to explain that it is the same as "ERROR_INTERNET_TIMEOUT". It occurs in most cases due to a temporary issue. Let's restart the computer and try to access Windows Update again to see if we are still receiving the error.

If we still receive the same error code, the issue may occur if one of the following factors is true:

1. Temporary issue

2. Third party security software.

3. Proxy being used is not set correctly.

We will address some of the more common causes of this issue. It is important that we attempt to connect to the Windows Update web site after each step to confirm whether the resolution has worked. This will prevent us from having to proceed with additional troubleshooting steps and provide us with valuable feedback to further develop our support resolutions for you and our future customers. Your assistance is greatly appreciated.

Suggestion 1: Restart the computer and try Windows Update again


Most times, this error code is caused by a temporary issue. I recommend testing it on the Windows Update website at another time or restarting your computer.

Now try Update to see if the issue has been resolved. Please let us know if this step has resolved it. If not, please proceed to the next step.

Suggestion 2: Disable firewalls or other Internet browser programs that can affect the Internet connection


This issue could be caused by third party applications. Let's first try disabling or uninstalling any third party security applications you may have installed on the computer. Please be advised that this is for troubleshooting purposes only. Once we have resolved the issue, the applications should be re-enabled or reinstalled immediately. If the third party security application is determined to be the cause, please contact the vendor for assistance.

You may have a different security application not listed below that could also be causing the issue. Even if the firewall has been running for some time without any problems, new updates may create issues. Here is a list of the most common security applications:

Symantec Norton

CA Firewall


Zone Alarm

Panda Security


Sophos Antivirus

Comodo Firewall


Webroot Spy Sweeper



Once the third party security applications have been disabled or removed, please access the Windows Update web site again. If you encounter problems disabling these programs, we recommend completely uninstalling them while troubleshooting. Before uninstalling any application, please enable your Windows Firewall and ensure that you have the CDs or files needed to re-install the program.

Now try Update to see if the issue has been resolved. Please let us know if this step has resolved it. If not, please proceed to the next step.

Suggestion 3: Reset proxy (for LAN connection)


Remove invalid characters from the proxy exception list and then clear the proxy cache.

1. Open Internet Explorer.
2. In the "Tools" menu, select "Internet Options".
3. Click on the "Connections" tab.
4. Click on the "LAN Settings".
5. Clear the entries in "Use automatic configuration script" and uncheck "Automatically detect settings."
6. Click on the "Advanced" button.
7. Please delete any entry in the Exceptions section,
8. Click "OK", and return to the previous window. Uncheck "Use Proxy Server for your LAN", and click "OK" to accept the changes.
9. Quit Internet Explorer.

Next, clear your proxy cache.

Suggestion 4 Reset Proxy Cache
1. Click the "Start" Button, click "All programs", and click "Accessories".
2. Right-click "Command Prompt", and click "Run as administrator". If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
3. Type "netsh winhttp reset proxy" (without quotes) at the command prompt, and press Enter.

Please try the steps above and let me know the results. For detailed information, please refer to this Microsoft Knowledge Base article:

You may receive an "Error 0x80072EE2," "Error 0x80072EE7," "Error 0x80072EFD," "Error 0x80072F76," or "Error 0x80072F78" error message when you try to use the Windows Update Web site or the Microsoft Update Web site

If the issue persists, please assist me in collecting the following information.

How to capture a screenshot if an error message is received
1. Press the Print Screen key (PrtScn) on your keyboard.
2. Click "Start", type "mspaint" in the Search Bar and Press Enter.
3. In the Paint program, click "Edit", click "Paste". Then click "File", and click "Save".
4. The "Save As" dialogue box will appear. Type a file name in the "File name:" box, for example: "screenshot".
5. Make sure "JPEG (*.JPG;*.JPEG;*.JPE;*.JFIF)" is selected in the "Save as type" box, click "Desktop" on the left pane and then click "Save".

Please send this saved JPEG file to my email account at

How to collect the System Information
The System Information can provide us with more information about the current status of the system. I would like to check it for you. Please send it to me using the following steps:

1. Click "Start", type "MSINFO32" in the Search Bar and press Enter to start System Information.
2. On the popup window, on the menu bar, click "File", and click "Save", type a file name and then choose NFO as "Save as type", click "Desktop" on the left pane, and click "Save".

Please send it as an attachment to If the file is too large to be sent, please right-click on the exported file, choose "Send To" -> "Compressed (zipped) Folder", and then send the zip file to for further research.

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

2. Now click "File" and then click "Save As".
3. From the left panel, click "Desktop" and click "Save".

The file will be saved to your Desktop. Please send the file as an attachment in an email to

Note: When attaching files to emails, the process will vary depending on the email application being used. Most applications will provide you with either an "Attach" button or a Paper Clip Icon to click in order to attach a file. After clicking this button/icon you must browse to the file you wish to attach and select it by either double clicking it or clicking it once and then clicking on the "Attach" button.

Please try my suggestions and let me know the results at your earliest convenience. If you have any other questions, please do not hesitate to let me know.

I look forward to your response.

Best Regards,

Joyce Hu
Microsoft Windows Support Professional

Satisfied customers are my top priority. Please let either myself or my manager know what you think of the level of service provided. You can send feedback directly to my manager, Simon Wang at

Report •

May 10, 2011 at 05:46:32
Which of the three suggestions worked for you? Or, was it a combination of steps?

Report •

May 10, 2011 at 06:18:43
Hi there

Well I had already done 1 and 2 on your advice.

I then proceeded to 3 and 4

Once I had done suggestion 4, windows update appeared saying: " One important update to install"

So I pressed to install and it did it! weeeeeeeeeeeeeeeeeeeeeeeeee! :-)))

Report •

May 10, 2011 at 06:23:21
If I remember rightly, suggestion 4 was also given to me by you as well but it only seemed to apply once I had followed suggestion 3

Report •

May 10, 2011 at 07:34:19
Thank you for sharing the guidance provided by MS. It helps to see what they suggest.

As for your computer, sure glad you were able to resolve the issue.

If you have problems with something else, come back and see us, but do start a new topic.

Good luck!! Have a great week!!

Report •

May 10, 2011 at 08:07:50
You`re very welcome! :-))

I hope all the info provided both by yourself and the guidance provided by MS will help others.

Again I Thank you very very much for all your support and staying with me on this!

Thank you, have a lovely week! :-))

I sure will and I will recommend this site to anyone who needs computer assistance.

Suz x

Report •

Ask Question