Cannot remove kb3004394

Question

Details:

Make: HP g56

Processor: Intel Pentium 2.3GHz duel core 64bit

RAM: DDR2 4GB

OS: Windows 7 home premium

Problem:

Message regularly comes up saying windows is not genuine even though it is and it came with the laptop. The desktop background us not black however, updates don't install and when Microsoft's scan is run it finds that windows is not genuine. The activation key says that it is activated.

Cause:

Windows update KB3004394 which is installed and has numerous reports of causing this problem. Released in December 2014.

Failed solutions:

The main solution touted on forums is to install the update KB4024777 there are 3 versions of this update and, since Microsoft has deleted is main page on this, I tried to install the x86 version of this however, this didn't work as the computer is 64bit. The other version I tried to install was the amd64 version (there isn't an Intel one) which tries to install but fails with error code 1.

Next I tried manually uninstalling the update. This was not recommend by Microsoft however, there were several success stories online so I thought I might as well try. After uninstalling the update it stopped saying that windows was not genuine and when I reach the scan it found that it was genuin. The problem came when I tried to install an update (as you can imagine there were quite a few of these) however, the update (only 350kB) locked up at 0kB 0% download and wouldn't get past that even though there was Internet.

I then tried to reboot the laptop however, it then tried to install updates and it straddled on update 1 of 2, so I had to force reboot it. I then reverted to before uninstalling the update incase I has broken something. This caused problems where I could not shut down the computer or install updates and it thought it wasn't genuine again. (although some of these issues may have been fixed by a hard reboot)

Answer 1

I suspect you may not be "out of the woods" just yet, even if the "Windows is not Genuine" prompts are no longer being seen.

Answer-by-number:

1. Is KB3065822, KBKB3067903, KB3069392, KB3070102, KB3072630, KB3072633, KB3067505 and/or KB3079904 listed in Installed Updates (not Update History) now? [1]
2. How about KB3065987, KB3035583, and/or KB2990214?
3. Is Adobe Flash Player v18.0.0.209 (or higher) installed? TEST HERE USING INTERNET EXPLORER ONLY! => http://www.adobe.com/software/flash/about/ 

Trust me: KB3004394 was NOT the cause of your problems, it only brought symptoms of the problem to the surface.

Answer 2

I think I have solved it. Uninstalling the update seemed to fix the problem once I disabled mcafee (not sure why). I could install updates again and the computers running fine (I'm not sure where mcafee came from and I had forgotten about it until it was brought up)

thanks for the help :-)

Answer 3

1. In Windows Explorer [WinKey+E], navigate to & right-click on:

• **C:\Program Files**AVG <=this folder

Select PROPERTIES: What's the CREATED date displayed on the resulting GENERAL tab?

2. Is McAfee Security Scan Plus still installed?
3. Had the preinstalled Norton free-trial period already expired by the time you replaced it with another application (e.g., AVG Free)?
4. Did you (a) uninstall the Norton free-trialware AND THEN (b) download/run the Norton Removal Tool & reboot (c) BEFORE you installed a replacement application (e.g., AVG Free)?

• Norton and McAfee applications are notorious for not uninstalling (or upgrading) cleanly. The "leftovers" may be your troublemaker here.

5. When (exact date) was KB3008923 installed according to Installed Updates (notUpdate History)?
6. Is Google Chrome v43.0.2357.134 installed?

Note: The computer should NOT be connected to the internet or any local networks for extended periods (i.e., more than a minute or two) in its current state. All business & personal data (including online banking & credit-card passwords) should be considered at-risk, if not already compromised.

Answer 4

1a about 2010

1b yes

1c probably not

2  AVG AntiVirus Free Edition 2015 - no licence as free

3  McAfee Security Scan Plus

4  Norton

5a No

5b kb2952664 yes the others no

6  yes

7  yes

8a 05/12/2013 (dd/mm/yyyy)

8b 11.0.15 kb3008923

8c Google Chrome is installed

9  No

Answer 5

Message regularly comes up saying windows is not genuine even though it is and it came with the laptop. The desktop background us not black however, updates don't install and when Microsoft's scan is run it finds that windows is not genuine.

Uninstalling KB3004394 or any other update wouldn't fix this.

Assuming Win7 64-bit with Internet Explorer 11 (IE11) installed...

Please answer each of the following [admittedly tedious] diagnostic questions in a correspondingly-numbered list in your very next reply, preferably without quoting my post:

1a. When (approx. date) did you purchase the computer?

1b. Did Win7 64-bit come preinstalled on the computer when you bought it, did you do a clean install of Win7, or did you upgrade the computer to Win7?

1c. Have you ever had occasion to do a Repair Install or a clean install of Windows?

2. What is the full name of your installed anti-virus application or security suite and when (approx. date) does your current subscription expire? What anti-spyware applications (other than Defender) are installed? What third-party firewall (if any)?
3. Has a(nother) Norton application or a McAfee application EVER been installed on the computer since you bought it?
4. Did a Norton free-trial or a McAfee free-trial [PICK ONE] come preinstalled on the computer when you bought it? (Doesn't matter if you never used or Activated it.)

5a. Is KB3065822, KBKB3067903, KB3069392, KB3070102, KB3072630, KB3072633, KB3067505 and/or KB3077657 listed in Installed Updates (not Update History)? [1]

5b. How about KB3065987, KB3035583, KB2952664 and/or KB2990214?

6. *Assuming Java is installed =>*Is Java Version 8 Update 51 (or higher) installed? TEST HERE USING INTERNET EXPLORER ONLY! => http://java.com/en/download/uninstallapplet.jsp [2]
7. Is Adobe Flash Player v18.0.0.209 (or higher) installed? TEST HERE USING INTERNET EXPLORER ONLY! => http://www.adobe.com/software/flash/about/ 

8a. When (exact date) was Internet Explorer 11 installed according to Installed Updates?

8b. What Update Version & KB number are displayed in the second line of text in IE11's Help | About [Alt+H+A] tab; e.g., Update Version: 11.0.99 (KB1231231) ?

8c. Is Firefox, Chrome or any other alternate browser installed?

9. Are you in the habit of using "Registry cleaners" (e.g., Registry Mechanic; System Mechanic; RegCure; RegClean Pro; Advanced SystemCare; Registry Booster; McAfee QuickClean; Glary Utilities; AVG PC TuneUp; Norton Registry Cleaner; PCTools Optimiser; SpeedUpMyPC; PC Doctor; TuneUp Utilities; WinMaximizer; WinSweeper; Comodo System Cleaner; Advanced System Optimizer; CCleaner's Registry Cleanercomponent)?

==============================================

[1] Start | Control Panel | Programs and Features | View installed updates (in left-hand menu)

[2] No need to install Java if it's not already installed!