The update is not installed successfully, you receive a message, and the computer restarts when you try to install an update in Windows Vista

When you try to install an update from Windows Update on a computer that is running Windows Vista, you may receive the following message:

configuring updates stage 3 of 3. 0% complete

After you receive this message, the computer reverts to the screen that displays the same message. Additionally, the update is not installed successfully, and the computer restarts.

 

CAUSE

This problem occurs when Windows Update is installing update 937287 for Windows Vista.

 

RESOLUTION

To resolve this problem, use the following methods in the order in which they are presented.

If you are not comfortable with using these methods, you may want to ask someone for help or to contact Microsoft support. For more information about how to contact Microsoft support, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/ (http://support.microsoft.com/contactus/)

 

Method 1: Start Windows Vista by using the Windows installation media, and then select the “Repair your computer” option

To do this, follow these steps.

Note If the computer came with Windows Vista preinstalled, you may not have Windows installation media. If you do not have Windows installation media, go to method 2.

1. Insert the Windows Vista installation disc in the DVD drive, and then restart the computer.
2. Press any key when you are prompted to start from the disc.

Note If the computer is not configured to start from a CD or from a DVD, see the documentation that was included with the computer. You may have to change the computer’s BIOS settings.

3. When you are prompted, configure the Language to install, Time and currency format, and Keyboard or input method options that you want, and then click Next.
4. On the next page, click Repair your computer.
5. On the System Recovery Options page, click the version of the Windows Vista operating system that you want to repair, and then click Next.
6. On the System Recovery Options page, click System Restore.
7. On the System Restore page, click Next.
8. Select a restore point at which you know that the operating system was working, and then click Next.

The restore point should be a date that occurred before you experienced the problem that is described in the “Symptoms” section. To select this date, use the Choose a different restore point option, and then click Next.

9. If you are prompted for a disk to restore, select the disk to which the operating system is installed, and then click Next.
10. On the Confirm your restore point page, click Finish.
11. When the restoration process is complete, click Restart.
12. To prevent this problem in the future, refer to the steps in the “More Information” section to manually install the update for Windows Vista.

Note For more information about how to use the System Recovery options, visit the following Microsoft Web site:

http://windowshelp.microsoft.com/Windows/en-US/Help/5c59f8c1-b0d1-4f1a-af55-74f3922f3f351033.mspx#EX (http://windowshelp.microsoft.com/Windows/en-US/Help/5c59f8c1-b0d1-4f1a-af55-74f3922f3f351033.mspx#EX)

This Web site includes options to use when the System Recovery options are installed on the computer by the manufacturer.


Method 2: Start the computer in safe mode, and then use the Repair or System Restore feature

To do this, follow these steps:

1. Make sure that there are no floppy disks, CDs, or DVDs in the computer, and then start the computer.
2. Use one of the following procedures, as appropriate for your situation:

If the computer has a single operating system installed, press and then hold the F8 key as the computer starts. You have to press F8 before the Windows logo appears. If the Windows logo appears, you must try again by turning off the computer and then restarting the computer.
If the computer has more than one operating system installed, use the arrow keys to highlight the operating system that you want to start in safe mode, and then press F8.
3. On the Advanced Boot Options screen, use the arrow keys to select the safe mode option that you want, and then press ENTER.
4. Log on to the computer by using a user account that has administrator rights.
5. Click Start, type system restore in the Start Search box, and then click System Restore under the Programs section.

When you are prompted by the User Account Control feature, click Continue.

6. On the System Restore page, click Next.
7. Select a restore point at which you know that the operating system was working, and then click Next.

The restore point should be a date that occurred before you experienced the problem that is described in the “Symptoms” section. To select this date, use the Choose a different restore point option, and then click Next

8. If you are prompted for a disk to restore, select the disk to which the operating system is installed, and then click Next.
9. On the Confirm your restore point page, click Finish.
10. When the restoration process is complete, click Restart.
11. To prevent this problem in the future, refer to the steps in the “More Information” section to manually install the update for Windows Vista.

 

Method 3: Rename the Pending.xml file, and then edit the registry

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs.

Important The following method is intended for advanced users. If you are not comfortable with using this method, you may want to ask someone for help or to contact Microsoft support. For more information about how to contact Microsoft support, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/ (http://support.microsoft.com/contactus/)

Notes Read the following important notes before you use this troubleshooting method.

Use this method only if you have tried all other methods. Use this method only if the computer has no restore points or if you cannot start to a repair option that offers the System Restore feature.
This method enables you to resolve the restart symptom that is mentioned in the “Symptoms” section so that you can back up data before you reinstall Windows. You should use this troubleshooting method only if you intend to back up data and to reinstall Windows.
After you use this method, the following conditions may exist until you reinstall Windows:

An update that is being installed may not be installed correctly.
Windows Update may no longer function correctly.
If an update is being installed, you may be unable to stop the installation process.
You may be unable to enable and disable certain optional Windows features.
Certain optional Windows features may not function correctly.
The computer may be in a unprotected state.

To rename the Pending.xml file and to edit the registry, follow these steps:

1. Insert the Windows Vista installation disc in the DVD drive, and then restart the computer.
2. Press any key when you are prompted to restart from the disc.
3. When you are prompted, configure the Language to install, Time and currency format, and Keyboard or input method options that you want, and then click Next.
4. On the Install Windows page, click Repair your computer.
5. On the System Recovery Options page, click the version of the Windows Vista operating system that you want to repair, and then click Next.
6. On the System Recovery Options page, click Command Prompt.
7. Type cd C:\windows\winsxs, and then press ENTER.
8. Type ren pending.xml pending.old, and then press ENTER.
9. Type regedit, and then press ENTER.
10. Select HKEY_LOCAL_MACHINE.
11. On the File menu, click Load Hive.
12. Locate the following folder:

C:\windows\system32\config\components

13. When you are prompted for a name, type Offline_Components.
14. In Registry Editor, locate and then delete the following registry subkey:

HLKM\Offline Components\AdvancedInstallersNeedResolving

15. In Registry Editor, locate and then delete the following registry subkey:

HKLM\Offline Components\PendingXmlIdentifier

16. Exit Registry Editor, type exit at the command prompt, and then press ENTER.
17. Click Restart.

 

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the “Applies to” section.

 

MORE INFORMATION

How to avoid this problem

To avoid this problem, install update 937287 separately from all other updates. Install the update that applies to your version of Windows Vista to enable future updates to be installed successfully.

The following files are available for download from the Microsoft Download Center:

Windows Vista x86-based systems

DownloadDownload the Windows6.0-KB937287-x86.msu package now. (http://www.microsoft.com/downloads/details.aspx?FamilyID=5639710d-dfbf-4527-806e-9a1634d0cc8e&DisplayLang=en)

Windows Vista x64-based systems

DownloadDownload the Windows6.0-KB937287-x64.msu package now. (http://www.microsoft.com/downloads/details.aspx?FamilyID=54235949-b5db-4fe2-a841-ef938217b285&DisplayLang=en)

 


APPLIES TO
Windows Vista Ultimate
Windows Vista Ultimate 64-bit Edition
Windows Vista Enterprise
Windows Vista Enterprise 64-bit Edition
Windows Vista Business
Windows Vista Business 64-bit Edition
Windows Vista Home Premium
Windows Vista Home Premium 64-bit Edition
Windows Vista Home Basic
Windows Vista Home Basic 64-bit Edition

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Microsoft Knowledge Base Article

This article contents is Microsoft Copyrighted material.
Microsoft Corporation. All rights reserved. Terms of Use | Trademarks


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