Application software

How to Work Around Office 2010 Reporting that it Couldn't Activate as "an unspecified error has occurred".

Problem

A hardware change causes Office 2010 to prompt for reactivation.
However, when you try and activate office, activation fails reporting that "an unspecified error has occurred" and "Your request cannot be processed at this time. Please try again later".
The error code 0x8007000D may be displayed.

Cause

The cause appears to be some recent product updates that may break the activation process.

Resolution

Reinstalling the product may solve the problem, or re-entering the product key (if not using KMS activation) may also help. However, there is also a work-around below. The work-around is designed for 32-bit Office however the instructions differ depending on whether you are running 32-bit or 64-bit Windows. When you are running 64-bit Windows, 32-bit Office resides in the C:\Program Files (x86)\Microsoft Office\Office14 folder. When you are running 32-bit Windows, Office resides in the C:\Program Files\Microsoft Office\Office14 folder.

Windows 7 or Windows 8 64bit Work Around

Confirm that you have internet access by using a web browser and visiting a web site and making sure the page displays.
Open an Administrative Command Prompt
Type in CD\ to get to the root of the C drive
Use the CD command to go to the Office Program Directory. Type in the following commands.
- CD "Program Files (x86)"
- CD "Microsoft Office"
- CD Office14

Tip: Use the TAB key after CD<space> to auto-complete the directory names. For example, type CD Pro and then press the tab key until CD "Program Files (x86)" appears.

You should now have the Office14 prompt as below.

At this prompt, type in the following command: cscript ospp.vbs /act

This should then reactive office. Look for confirmation that this was successful.

Windows 7 or Windows 8 32bit Work Around

Confirm that you have internet access by using a web browser and visiting a web site and making sure the page displays.
Open an Administrative Command Prompt
Type in CD\ to get to the root of the C drive
Use the CD command to go to the Office Program Directory. Type in the following commands.
- CD Office14
- CD "Microsoft Office"
- CD "Program Files"

Tip: Use the TAB key after CD<space> to auto-complete the directory names. For example, type CD Pro and then press the tab key until CD "Program Files" appears

You should now have the Office14 prompt as below.

At this prompt, type in the following command: cscript ospp.vbs /act

This should then reactive office. Look for confirmation that this was successful.

Applies to:

Systems with Office 2010 that requires reactivation.

How to fix Slow or Unresponsive Web Browers such as Internet Explorer

Problem

Web browsers such as Internet Explorer (IE) and Firefox have a large number of add-ons available through the internet to increase or enhance functionality. Unfortunately these add-ons can cause IE and Firefox to slow down or become unresponsive during use.

How to Resolve this problem

Disable or uninstall any unrequired add-ons
Retest for the problem

or:

Disable all add-ons
Retest for the problem
Re-enable or update/reinstall specifically required add-ons, and then test again

How to Disable your Browser's Add-Ons

Internet Explorer

To reset your Internet Explorer settings, you need to click the 'Tools' menu tab (or the star settings button) > 'Internet Options' > click the 'Advanced Tab' > then click the 'Reset' button. (Use the "Delete Personal Settings" check box if you have no personal settings such as cookies which you need to keep, as this may also help towards solving the issue)

Firefox

You need to click the 'Help' menu tab > click the 'Troubleshooting Information' > 'Reset Firefox' button.

Both of these methods will keep your Bookmarks or Favourites.

Applies to:

All desktop and laptop PCs running Microsoft Windows

Office 2010 “Cannot Verify License” Error Message When Entering Product Key

Problem

When entering a MAK activation key into Office 2010 the setup wizard may report that it "Cannot Verify the License". You will then be prompted to repair your Office installation but doing so may not fix the problem.

Cause

The cause is a problem with the Office Software Protection Platform software component.

Resolution

Type in services.msc in the run box and find the service called Office Software Protection Platform
Stop the service
Open File Explorer and navigate to C:\ProgramData\Microsoft\OfficeSoftwareProtectionPlatform and rename tokens.dat to tokens.old.
Go to C:\ProgramData\Microsoft\OfficeSoftwareProtectionPlatform\Cache and rename cache.dat to cache.old.
Now restart the system and open any Office program. You’ll be asked to retype your product key and this time it should be successful and activate.

Note: C:\Programdata is a hidden folder. You will need to set Explorer to Show hidden files, folders and drives to see this folder.

Applies to:

Microsoft Office 2010

How to fix PC crashes when using Internet Explorer and graphics or image intensive web sites.

Problem

If you use Internet Explorer (IE) on some graphically intensive or image intensive web sites, systems with older integrated graphics may crash. For example, if you use Internet Explorer with Google Maps Satellite mode to view landscape images of an area, and then move or scroll the viewed area, the browser window may become unresponsive or the system may suffer a blue-screen crash.

Cause

The cause of this is the advanced rendering engine available in Internet Explorer (IE) and Windows Vista or newer. Internet Explorer will use graphics card rendering technologies where available to improve the smoothness and performance of the image to be viewed, allowing for quicker screen re-draws, zooms etc.

Windows incorrectly identifies that some lower integrated graphics solutions are capable of the required functionality in hardware, when Windows Vista, 7 or 8 are being used.

Known problem chipsets include:

Intel 945
Intel Q965 and G965
Intel G31, G33, G35 and Q35 chipsets

Generally, updating the graphics card driver or increasing the dedicated video memory does not solve this issue.

How to Solve this Issue

Turn off GPU rendering in Internet Explorer

To do this, open up IE tools (by clicking Tools, or the star symbol) and then go to Internet Options. Go into the "Advanced" tab and then turn on "Use software rendering instead of GPU rendering". The result should look like the example below.

Note: If you are deploying Windows 7 or Windows 8 for the first time across your network we always recommend that you perform usability and reliability testing to ensure that all of your applications, including web browsing, works as planned. Contact your account manager at Stone Computers if you would more information on the services which we can offer.

Applies to:

Systems running Windows Vista, 7 or 8 and integrated graphics solutions such as as Intel 945, 965 and 3-Series chipsets.

Intel Wireless Display - Intel WiDi - Setup Guide (Windows 7, 8, Windows 8.1)

Intel WiDi Technology Setup

Intel Wireless Display allows you to stream content including videos from your WiDi ready laptop to your WiDi compatible device. This is a great technology to take advantage of if you want to display pictures or videos on a larger screen such as an HD compatible television, especially if routing cables is it not an option.

What you need

To take advantage of Intel WiDi Technology, you need to have the following:

A WiDi ready portable device (such as the Stone NT310) - this will meet the minimum hardware requirements such the correct Intel Wireless card, Intel HD Graphics and Intel Processor.
Reasonably up to date Intel HD Graphics Drivers, and Intel Wireless card drivers
The WiDi software itself
Windows 7 or Windows 8.x.
A WiDi or Miracast compatible receiver. Examples include the Actiontec Screenbeam or the Netgear PTV3000. If you are unsure if your device supports WiDi, you can always go by the WiDi or Miracast certified sticker on the product or packaging.

How to set Up WiDi (Windows 7 and Windows 8)

With your WiDi certified receiver installed correctly and setup - for example, plugged into an HDMI port on your television - you can then setup your WiDi sender device (such as the Stone NT310) to establish the connection.

1. To start with you will need to install the Intel WiDi update tool. This will detect your hardware, check it against the minimum requirements and provide details of any drivers that need to be updated.

2. Install the WiDi Software itself.

3. You will then need to:

Launch the Widi Application
Click Scan for Available Adapters

Your receiving device - such as your television - will display a security code or PIN. Enter the code into the WiDi application to make the connection.

How to set Up WiDi (Windows 8.1)

WiDi is actually built into Windows 8.1 and no additional software application is needed. To connect to your device you need to:

Bring up the Charms Bar
Click Devices
Click Add Device
Select your WiDi receiver
Enter the security code or pin that is displayed on screen and connect.

Troubleshooting

Sound

If you have an issue with sound (such as the sound is not reaching the receiving device) then you will need to go into the Sound properties within Windows and ensure that he default Playback device selected is your receiving device.

Unable to see the receiver (error relating to non DFS Channel)

If you can't see the receiver in the list of devices, it may be due to the network adapter settings. WiDi only operates on 2.4GHz so on some systems it may be necessary to disable the 5GHz band.

Open Device Manager.
Right click your Intel Wireless Adapter.
Left click on Properties.
Go to the Advanced tab.
Find Wireless Mode in the list of settings.
Change it to 802.11b/g.
Click on OK.
Try scanning for the receiver again.

How to set Up WiDi (Windows 10)

Please see the attached article.

Applies to:

Stone laptops capable of using Intel Wireless Display (WiDi) / Miracast.

How to Manually Activate Volume License versions of Office 2010

Problem

Volume license version of Microsoft Office 2010 may not prompt for a product key during installation. These products do however require to be activated within a grace period, normally 25 days.

Activation Methods

Office 2010 Volume license editions can be activated either using a KMS server, with an Office 2010 KMS key installed into the activation server, or by using a MAK key. This article covers MAK key installation which is more suited for small to medium sized organisations.

How to use the MAK key

Step 1.

Login to your Microsoft licensing portal and download the MAK key. If you do not have a MAK key available you may need to use OEM or retail keys and OEM/retail media. This media always prompts for a key during installation whereas volume license media does not.

Step 2.

Install the Office 2010 product with the correct options that you wish to deploy.

Step 3.

Open one of the Office 2010 programs such as Microsoft Word.
Click on File, then Help. Notice the activation status on the right hand side.

Click on Change Product key
Type in the MAK key
You will then be asked to confirm the installation options. If you change the installed features, you may be prompted for the installation media again
Setup will re-process the installed features which will take a few minutes
You can then use the installation or use it for image capture/deployment.

Note: KMS Activation will be covered by a seperate article.

Applies to:

Systems using Microsoft Office 2010 volume license media and MAK activation keys.

How to Uninstall Netintelligence [NI]

Requirements

You will need the following to be able to uninstall the NetIntelligence software:

Uninstall Password
Internet Connection

To get the Uninstall password you will need to contact Stone Support. You will be asked for your machine serial number and your contact details for your NetIntelligence account. Stone support may also guide you through obtaining the NetIntelligence SUC code or Asset key from your machine in order to generate the Uninstall password.

Instructions

When you have your uninstallation password, and while connected to the internet, please follow these instructions:

Go into Control Panel
Then, depending on your system, click on Programs and Features, or under Programs, Uninstall a Program
Find Netintelligence Home Edition in the list of programs and click on it.
Click on Uninstall / Change

The uninstaller will then ask you the uninstall password. Type in the password exactly and and press "Continue".

Note: Please ensure you type the password exactly as given, including capital and lower case letters.

Intel Wireless Display - Intel WiDi - Setup Guide (Windows 10)

Intel WiDi Technology Setup

What you need

To take advantage of Intel WiDi Technology, you need to have the following:

A WiDi ready portable device (such as the Stone NT310) - this will meet the minimum hardware requirements such the correct Intel Wireless card, Intel HD Graphics and Intel Processor.
Reasonably up to date Intel HD Graphics Drivers, and Intel Wireless card drivers
The WiDi software itself
Windows 7 or Windows 8.x.
A WiDi or Miracast compatible receiver. Examples include the Actiontec Screenbeam or the Netgear PTV3000. If you are unsure if your device supports WiDi, you can always go by the WiDi or Miracast certified sticker on the product or packaging.

How to set Up WiDi (Windows 10)

See the attached Intel WiDi Quick Start Guide or Intel WiDI User Guide.

Applies to:

Stone laptops capable of using Intel Wireless Display (WiDi) / Miracast.

How to Fix System Center Endpoint Protection Automatic or Manual Updates Not Working

Problem

When you manually try and update System Center Endpoint Protection, you get an error message stating that definitions couldn't be updated, with an error code of 0x80070490.
Automatic definition updates may not work and may report "Connection failed".

Resolution

You need to enable Microsoft Update, so that the system will be able to install updates for products other than the core Windows operating system, which includes Endpoint Protection.

Instructions

The instructions below are for Windows 8.1 and Server 2012R2, however similar instructions apply to Windows 8 and Windows 7.

Go to Control Panel and then go to System and Security
Click on Windows Update
Click on Change Settings on the left.

Tick the box which says "Give me updates for other Microsoft products when I update Windows".

System Center Endpoint Protection will then update automatically without any problems, and manual updates will also work.

Applies to:

System Center Endpoint Protection running on all versions of Windows from Windows 7 and later.
System Center Endpoint Protection running on all versions of Windows Server from Windows 2008R2 and later.

Installing Symantec Endpoint Encryption (SEE) with Virtual PC Health Check

Problem

Installing Symantec Endpoint Encyption (SEE) on systems that have the Virtual PC Health Check installed may cause the system to stop booting.

Products

Symantec Endpoint Encryption and Windows 7 with Virtual PC Health Check

Issue

When you try and boot the system you will be presented with the "Press F3 for Virtual PC Check". During a normal boot, you would ignore this message and let it timeout. However with Symantec Endpoint Encryption installed after the message has timed-out, it will simply re-appear and the boot process will not continue.

If you press F3 you will get a message that says "NF" and the system will not proceed any further.

Root Cause

Installing Symantec Endpoint Encryption on a system that has the Virtual PC Health Check installed. Virtual PC Health Check uses boot code that doesnt work when the partition layout is changed by programs such as Symantec Endpoint Encryption.

Resolution

1. If you are deploying an Operating System image, use the option in your disk imaging software to remove Virtual PC Health check by deleting the entire contents of the hard drive (for example, use the DISKPART CLEAN command).

2. If you are not deploying an image, or if you are already at the point where the system cannot boot, you will need to use the recovery process below:

Stage 1 - Boot from the Windows 7 DVD

Turn the system on
Access the BIOS boot menu (this is normally F10 on Intel desktop based systems, the system will display what the correct key is to access the boot menu on the splash screen)
Put the Windows 7 Installation disk in the DVD Drive
Wait for around 10 seconds to allow the drive to read the disk
Select the DVD Drive as the boot device.
Press a key when you are prompted (this stops the system booting from the hard drive)

Stage 2 - Start the Recovery Command Prompt

When prompted, select the language and keyboard or input settings, or any other localisation settings when requested.
Click Repair your computer.
Click the operating system that you want to repair, and then click Next.
In the System Recovery Options dialog box, click Command Prompt.

Stage 3 - Repair the Master Boot Record (MBR)

At the command prompt, enter the following command: Bootrec /fixmbr
Press enter.
Restart the machine.

This will have now stopped Virtual PC Health Check from running as the Master Boot Record (MBR) will have been replaced. This should allow the system to complete booting while Symantec Endpoint Encryption is installed.

Applies to:

PC or Notebook systems with Virtual PC Health Check pre-installed by Stone Computers