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 update 937287 from Windows Update on a computer that is running Windows Vista, you may receive the following message: After you receive this message, the computer restarts, and then you receive the same message again. Windows Vista will not start and the computer continues to restart and display the same message. The update is not installed successfully. For more information about update 937287, click the following article number to view the article in the Microsoft Knowledge Base:

To resolve this problem, use the following methods in the order in which they are presented. Method 1 is the simplest fix, and method 3 is the most complex.

• Method 1: Start Windows Vista with the Windows installation media, and then use the Repair feature
• Method 2: Start the system in safe mode, and then use the System Restore feature
• Method 3: Rename the Pending.xml file, and then edit the registry (This method is part of the advanced troubleshooting.)

The methods described in this article are for intermediate to advanced users.

Note You must be logged on to Windows with a user account that is a computer administrator to complete this method. If this is your personal computer, you are likely already logged on with an administrator account. If this is a computer that is part of a network at work, you might have to ask the system administrator for help. To verify that you are logged on to Windows with a user account that is a computer administrator, visit the following Microsoft Web site:

Method 1: Start Windows Vista with the Windows installation disc, and then use the Repair feature

Note If your computer is not configured to start from a CD or from a DVD, see the documentation that was included with the computer for instruction about how to continue, or go to method 2, "Start the computer in safe mode, and then use the system restore feature." If you continue with this method, you may have to change the computer basic input/output system BIOS settings.

When you start your computer by using the Windows Vista installation disc, you can perform system recovery options on startup. To do this, follow these steps:

Note If Windows Vista was preinstalled on the computer, you may not have the Windows installation disc. If you do not have it, go to method 2.

Start Windows Vista:

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

Select a restore point:

1. On the System Recovery Options page, click the version of the Windows Vista operating system that you want to repair, and then click Next.
2. On the System Recovery Options page, click System Restore.
3. On the System Restore page, click Next.
4. 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 before the first time that you experienced the problem that is described in the "Symptoms" section. To select a date, use the Choose a different restore point option, and then click Next.
5. If you are prompted to specify which disk to restore, select the hard disk on which the operating system is installed, and then click Next.
6. On the Confirm your restore point page, click Finish.
7. When the restoration process is complete, click Restart.

Note To prevent this problem in the future, see 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: This Web site includes options to use when the manufacturer has installed the System Recovery options on the computer.

If this method worked for you, you are finished. If method 1 did not work or if you do not have the Windows Vista installation disc, try method 2.

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

Starting your computer in safe mode prevents several software programs and drivers from starting. This can help troubleshoot the system problem.

To start your computer in safe mode and use the System Restore feature, follow these steps.

Start in safe mode:

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 a single operating system is installed, press and hold the F8 key as the computer starts. You must press F8 before the Windows logo appears. If the Windows logo appears, turn off the computer and then restart it.
   • If more than one operating system is 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. Any of the safe mode options will work.

Use the System Restore feature:

1. Click Start, type system restore in the Start Search box, and then click System Restore under the Programs section.
   
   
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   If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.
2. On the System Restore page, click Next.
3. 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 before the first time that you experienced the problem that is described in the "Symptoms" section. To select a date, use the Choose a different restore point option, and then click Next.
4. If you are prompted to specify the disk to restore, select the hard disk on which the operating system is installed, and then click Next.
5. On the Confirm your restore point page, click Finish.
6. When the restoration process is complete, click Restart.

Note To prevent this problem in the future, follow the steps in the "More Information" section to manually install the update for Windows Vista.

If this method worked, you are finished. If it did not, and you are comfortable trying advanced troubleshooting steps, try method 3.

If you are not comfortable with advanced troubleshooting, you might want to contact Support. Go to the “Next Steps” section for information about how to do this.

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. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:

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

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

• Use this method to resolve the restart symptom that is described 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.
• Use this method only after you try the other methods.
  
  Note If your computer is not configured to start from a CD or from a DVD, see the documentation that was included with the computer for instructions about how to continue.
• Use this method only if the computer has no restore points or if you cannot start your computer at a point where the System Restore feature is available.
• 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 not 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 an unprotected state.

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

Start Windows Vista and go to the System Recovery options:

1. Insert the Windows Vista installation disc in the disc drive, and then restart the computer.
2. When you are prompted to restart from the disc, press any key.
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.

Use the System Recovery options to rename the Pending.xml file and edit the registry:

1. On the System Recovery Options page, click Command Prompt.
2. Type cd C:\windows\winsxs, and then press ENTER.
3. Type ren pending.xml pending.old, and then press ENTER.
4. Type regedit, and then press ENTER.
5. Select HKEY_LOCAL_MACHINE.
6. On the File menu, click Load Hive.
7. Locate the following folder:
   C:\windows\system32\config\components
8. When you are prompted for a name, type Offline_Components.
9. In Registry Editor, locate and then delete the following registry subkey:
   HLKM\Offline Components\AdvancedInstallersNeedResolving
   HKLM\Offline Components\PendingXmlIdentifier

Exit Registry Editor:

1. At the command prompt, type exit to exit Registry Editor.
2. Press ENTER.
3. Click Restart.

If this method did not work, go to the "Next Steps" section.

If these methods did not work for you, you can use the Microsoft Customer Support Services Web site to find other solutions to your problem. Some services that the Microsoft Customer Support Services Web sites provide include the following:

• Searchable Knowledge Base (http://support.microsoft.com/search/?adv=1) : Search technical support information and self-help tools for Microsoft products.
• Solution Centers (http://support.microsoft.com/select/?target=hub) : View product-specific frequently asked questions and support highlights.
• Microsoft Customer Support Newsgroups (http://www.microsoft.com/communities/newsgroups/default.mspx) : Contact counterparts, peers, and Microsoft Most Valuable Professionals (MVPs).
• Other Support Options (http://support.microsoft.com/default.aspx?pr=csshome) : Use the Web to ask a question, contact Microsoft Customer Support Services, or provide feedback.

If you continue to have problems, you might want to contact Support:

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

How to avoid this problem

To avoid this problem, obtain and install update 937287 from the Microsoft Download Center separately from all other updates on the Windows Update site. Install the update that applies to your version of Windows Vista so that you can successfully install future updates.

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

Windows Vista x86-based systems

Download 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

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