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Windows won't verify genuine software

Posted on 2015-01-21
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212 Views
Last Modified: 2015-01-27
Hi, I have a friend and now customer as well that the harddrive died so we replaced it and then restored the data using the Windows backup/restore. Full image.

Now both PC's keep getting asked to verify that the software is genuine, and it fails on both units advising that a licence needs to be purchased.

Has anyone got any ideas on how to resolve this. The licence codes we have are genuine MS just seems to think they are not.

Thanks
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Question by:FattyPo
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25 Comments
 
LVL 34

Expert Comment

by:Dan Craciun
ID: 40562214
Somewhere you missed a step in your explanation.

You replace the hdd on one computer and then both PCs???...

If you do have 2 PC and the same key on both PCs, then that is the expected behavior.

HTH,
Dan
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Author Comment

by:FattyPo
ID: 40562224
No, I meant that two separate PC's had there harddrives replaced, and both are experiencing the exact same problem in that the W7 tells us the software is not genuine. 2 PC's, 2 completely different codes original to the PC's.
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LVL 35

Expert Comment

by:Kimputer
ID: 40562237
When it won't verify online, it will give you the option to use the phone. Please follow those steps. It will mostly likely verify.
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Author Comment

by:FattyPo
ID: 40562240
We have tried the phone option as well and that doesn't work
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LVL 35

Expert Comment

by:Kimputer
ID: 40562251
What did you hear after inputting all the numbers?
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LVL 34

Expert Comment

by:Dan Craciun
ID: 40562252
I think motherboards and hard drives are the 2 components that trigger WIndows 7, Vista, XP to ask for activation.

Like Kimputer says, try the phone activation. Make sure it's between working hours, so you talk to an actual person.
If you call and a machine answers and asks you to type the code on the phone, you'll probably get the same result as when trying online.
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LVL 62

Expert Comment

by:☠ MASQ ☠
ID: 40562259
Two separate machines - two separate backups - no chance you've restored machine A with machine B's image?

What was the OS assuming Win 7 - OEM, Retail, Volume?

"a friend and now customer" these typically cause the annoying problems :)
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Author Comment

by:FattyPo
ID: 40562266
OK I'll try that that and let you know.

I'll update shortly if I can get on the PC if not in the morning. We tried only with the automated service.
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Author Comment

by:FattyPo
ID: 40562345
OK I am on the laptop in question, it tells me that Windows is activated. But when it checks to see if it is genuine I get "Buy genuine windows" on a MS website. No option to change key, validate, update etc... There is an 0870 number but that is dead.
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LVL 35

Expert Comment

by:Kimputer
ID: 40562366
Activated is activated. There's no need to do anything!
I assume you NEVER saw a screen that asked you to activate, right? You are now searching for problems that aren't there. You actually went to specifically search some validation tool, when in fact Windows already stated it was activated!
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Author Comment

by:FattyPo
ID: 40562372
yes but every 30 mins it pops up runs the genuine tool and goes to an MS page saying

Files that Windows needs to work properly have been modified, removed, or disabled. To resolve, you need to install genuine Windows. Not to worry, we can help you with that
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Author Comment

by:FattyPo
ID: 40562380
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LVL 35

Expert Comment

by:Kimputer
ID: 40562384
Hmm screenshot please ? This sounds fishy. Show the popup, and show url too.
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Author Comment

by:FattyPo
ID: 40562419
Waiting for the popup to happen and will grab a screen grab, takes about 30-45 mins. Laptop is clean when running Malwarebytes and ESET NOD32. FYI
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LVL 62

Expert Comment

by:☠ MASQ ☠
ID: 40562589
Repair WGA
http://www.microsoft.com/genuine/diag/
Start Diagnostics - agree to the ActiveX install of WGA repair files
If you get an error message grab the number from it.
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LVL 70

Expert Comment

by:garycase
ID: 40562641
What version of Windows?

If you right-click on Computer and select Properties, does it show the "Genuine Microsoft" picture at the bottom?    For Windows 7 it should look like this (with the key shown):

Windows Activation Display
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LVL 70

Expert Comment

by:garycase
ID: 40562648
... if that's not what you're seeing, post a picture of your Properties display
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LVL 70

Expert Comment

by:garycase
ID: 40562661
Note that replacing a hard drive does NOT cause an activation voting issue -- it's only one of the ten "votes" used to determine whether or not there's a re-activation issue.    The only component that counts for more than one vote is the network adapter (which counts as 3 votes) ... and even that by itself won't require re-activation.

What you SHOULD have had to do with a new hard drive is simply click on Activate Windows in the Properties window I noted above.    If that didn't work, check carefully to ensure you didn't inadvertently mix the backups and restore them to the wrong computers [Easy to check -- just do it again]
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Author Comment

by:FattyPo
ID: 40563743
OK, we do get the picture as above, it does say Windows activated and it does give us the option to change the key. However this popped up this morning.
C--Users-david.straiton.RUTLAND-Desktop-
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Author Comment

by:FattyPo
ID: 40563744
MASQ, I ran the diagnostics and everything passed.
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Author Comment

by:FattyPo
ID: 40563767
OK I picked up on the error code on the popup this time: 0x8004fe21

It appears this revolves around an issue with update on 10/12/2014. As per http://support.microsoft.com/kb/3024777
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LVL 35

Expert Comment

by:Kimputer
ID: 40563813
Sounds like that could be indeed the problem. So did you already resolve it? (either installing KB3024777 or uninstalling KB3004394, then still installing KB3024777?)
In some cases you need to activate it still, in other cases you don't need to (as in your case it said "Windows is activated")
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Accepted Solution

by:
FattyPo earned 0 total points
ID: 40563829
I uninstalled KB3004394 as KB3024777 would not run. And then Windows updates managed to download and install. Which also was not working previously.

I have applied a few updates and I have rebooted a few times, so I will confirm shortly, just waiting for the laptop to come back online.
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Author Comment

by:FattyPo
ID: 40563990
OK updates all installed, laptop has now been running 2hrs with no popup and Windows is showing as activated. So I can confirm it was KB3004394 causing the issue.

Thanks for everyone's input.
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Author Closing Comment

by:FattyPo
ID: 40572390
This has been confirmed as fixing the issue.
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