Article ID: 931712 - View products that this article applies to.
Introduction
When you try to install updates or components in Windows 7 or in Windows Vista by using the Windows Update Web site, you may receive an error message. Or, if you try to turn Windows features on or off, no features may appear in the Windows Features dialog box. This article contains two step-by-step methods that you can use to try to restore corrupted or incorrect system files and settings.

This article is intended for a beginning to intermediate computer user.
You may find it easier to follow the steps if you print this article first.
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SYMPTOMS

When you try to install updates or components in Windows 7 or in Windows Vista, you may experience the following symptoms:
  • When you try to install an update by using the Windows Update Web site, you receive an error message that includes the following error code:
    0x80073712
    The update does not install.
  • When you click Turn Windows features on or off in the Programs and Features Control Panel item, the Windows Features dialog box is empty. No features are shown.
After this error occurs, you may be unable to install any other software updates.

Note For information about the log entry that appears in the System log after the error occurs, see the "More Information" section.

RESOLUTION

To resolve this problem, use one of the following methods. For these methods to work, you must be logged on to your computer by using a computer administrator user account. Or, you must be able to supply a user account name and password for an account that has administrative credentials. If you are using your home computer, chances are that you are already logged on by using a computer administrator user account.

If you know that you are logged on as an administrator or that you can supply the logon information for an account that has administrative credentials, go directly to Method 1. If you need help determining whether your account has administrative credentials, follow these steps:
  1. Click Start
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    Start button
    , and then click Run.
  2. In the Open box, type timedate.cpl, and then press ENTER. The Date and Time dialog box opens.
  3. On the Date and Time tab, click Change date and time. If the User Account Control dialog box opens, click Continue.
  4. One of two things will happen next. Choose either A or B to continue.

    A: If you are prompted to type an administrator password, and you see administrator account names listed, you are logged on with a standard account. If A: is true, you are not the computer administrator. If you are logged on with a standard account and you want to continue with this task, you must be able to supply an administrator account name and password every time that you are prompted. Unfortunately, if you do not know the password for any administrator accounts on your computer, these methods cannot help you. You might want to ask someone for help or contact support.

    B: If you are not prompted to type an administrator password, and you do not see administrator account names listed, you are logged on with a computer administrator account. Click Cancel, and then click Cancel again to close the Date and Time dialog box. If B: is true, you are the computer administrator, so let's get started.

Method 1: Run the System File Checker (SFC.exe) tool with the sfc /scannow command

Although this method sounds highly technical, it is really a straightforward process that even the less experienced user can do. System File Checker merely makes sure that all system files are where they should be. The sfc /scannow command scans all protected system files and replaces incorrect versions with correct Microsoft versions.

This method is rated: Moderately easy
Estimated time: 5-10 minutes

To run the System File Checker, complete these steps:
  1. Click Start
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    Start button
    , and then type cmd in the Start Search box.
  2. In the results area, right-click cmd.exe, and then click Run as administrator. You will be prompted to type the password for an administrator account. Click Continue if you are the administrator or type the administrator password. Then, click Continue.
  3. At the command prompt, type Sfc /scannow, and then press ENTER.

    The scan may take some time, so be patient. Windows will repair any corrupted or missing files that it finds. If information from the installation CD is needed to repair the problem, you may be prompted to insert your Windows Vista or Windows 7 CD.
After you run System File Checker, try to run Windows Update. Or, try to turn Windows features off and on to see if the problem is resolved. If this method has worked for you, congratulations, you are finished with this article.

If this method did not work for you, you might want to try Method 2. If you do not want to continue troubleshooting the problem, you might want to contact support.

Method 2: Perform a system restore

Performing a system restore returns system files and settings to a previously non-corrupted state.

This method is rated: Moderately easy
Estimated time: 5 to 10 minutes

To perform a system restore, complete the steps below for your operating system:

For Windows 7 Users
  1. Click Start
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    Start
    , type system restore in the Searchprograms and files box.
  2. Right-click System Restore, click Run as administrator.
  3. In the System Restore dialog box, click Next.
  4. Select a restore point in the list that's dated before you you started experiancing the issue and then click Next.
  5. On the Confirm your restore point window, click Finish.
For Windows Vista Users

  1. Click Start 
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    Start
    , type system restore in the Start Search box.
  2. Right-click System Restore, click Run as administrator, and then click Continue.
  3. In the System Restore dialog box, click to select the Recommended restore check box, click Next, and then click Finish.

After you restore your system, try to run Windows Update. Or, try to turn Windows features off and on to see whether the problem is resolved. If this method worked for you, congratulations, you are finished with this article. If this method did not work for you, you might want to contact support.

MORE INFORMATION

When this problem occurs, a log entry that resembles the following may be logged in the System log:

Log Name: System
Source: Microsoft Windows Servicing
Date: 2/5/2007:9:49:08 AM
Event ID: 4375
Task Category: None
Level: Error
Keywords: Classic
Description:
Windows Servicing failed to complete the process of setting package xxxxxx (Software Update) into Default(Default) state
EventSml:
<UserData>
<CbsPackageChangeState xmlns="http://manifests.microsoft.com/win/2004/08/windows/setup_provider">
<ErrorCode>0x80073712</ErrorCode>

Contact support

For information about how to contact support, visit the following Microsoft Web site:
http://support.microsoft.com/contactus

Properties

Article ID: 931712 - Last Review: June 28, 2011 - Revision: 5.1
APPLIES TO
  • Windows Vista Home Basic
  • Windows Vista Home Premium
  • Windows Vista Ultimate
  • Windows Vista Business
  • Windows Vista Enterprise
  • Windows Vista Home Basic 64-bit Edition
  • Windows Vista Home Premium 64-bit Edition
  • Windows Vista Ultimate 64-bit Edition
  • Windows Vista Business 64-bit Edition
  • Windows Vista Enterprise 64-bit Edition
  • Windows Vista Starter
  • Microsoft Update
  • Windows 7 Enterprise
  • Windows 7 Enterprise N
  • Windows 7 Home Basic
  • Windows 7 Home Premium
  • Windows 7 Home Premium N
  • Windows 7 Professional
  • Windows 7 Professional N
  • Windows 7 Starter
  • Windows 7 Starter N
  • Windows 7 Ultimate
  • Windows 7 Ultimate N
Keywords: 
kbresolve kbexpertisebeginner kbtshoot kbprb KB931712

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