Hey everyone,

Ok so here's the deal. I work in a call center doing tech support for
an ISP. I'm the second level of support and we need to try and resolve
every call.

Now the software we use must connect to our server to add their
account and it uses a secure connection to do so. Now occasionally we
get calls where it hits the point of connecting to the server and
fails. Checking their browsing ability, ping tests return 100%, they
can view both normal and secure sites. Take them to windows update to
make sure they have their updates and they get windows update error
0x800c0005 - Cannot locate the Internet server or proxy server.

Now I've tried to locate the cause of the problem. Attempted to find
troubleshooting steps, but not even the MS knowledge base has anything
on 0x800c0005 from windows update.

What are the possible causes and resolutions to this error?

Chris

0x800c0005 means that IE can not "see" Windows Update:

Clear Internet Cache:
1. Click Tools > Internet Options
2. In the "Temporary Internet Files" section, click "Delete Cookies"
3. Click "Delete Files" click "Delete all offline content" click OK
4. In the "History" section, click "Clear History".
5. Click "OK".

Add the following Trusted Sites:
1. Open Internet Explorer.
2. Click "Tools," and then click "Internet Options."
3. Click "Security."
4. Click the Trusted Sites icon.
5. Click "Sites."
6. Clear the check box "Require server verification (httpsfor all sites in
this zone."
7. Add the following sites.
http://Windowsupdate.microsoft.com
http://V4.Windowsupdate.microsoft.com
https://v4.Windowsupdate.microsoft.com
http://Download.Windowsupdate.com
----------------------------------------------------------------------

Can you access SSL enabled sites?
Try the following test site:
https://www.stanford.edu/group/idg/l...cure/test.html

What happens if you access the following:
https://v4.windowsupdate.miscrosoft.com/getmanifest.asp
---------------------------------------------------------------------------

This can also happened if an installed program is intercepting the
Windows Update process. Applications like web accelerators,
TweakMasterDNS, etc. can add static IP entries for the Windows Update
site into the HOSTS file.
Check the HOSTS file (it may also be called HOSTS.SAM) and make sure you
don't have any static IP entries for the Windows Update web site listed
in the file. If you are running Win98/ME, the HOSTS file will be in
this folder:

C:\Windows

If you are running WinNT/2K/XP, it will be in this folder:

C:\WINDOWS\system32\drivers\etc

You can use Notepad to open the HOSTS file. If you find IP addresses
associated with Windows Update please remove the entries and save changes.
-----------------------------------------------------------------------
Incorrectly configured firewall :
Verify both ports 80 and 443 are opened for both incoming and outgoing
traffic.
Are you running Norton Internet Security? If so please configure to run
with Windows Update
http://service1.symantec.com/SUPPORT...e=&svy=&csm=no
---------------------------------------------------------------------------

Reinstall or utilize the Repair tool for Internet Explorer
----------------------------------------------------------------

PRB: Cannot Visit SSL Sites after You Enable FIPS Compliant Cryptography
http://support.microsoft.com/?kbid=811834

Registry edit for XP Home (article above is for XP Pro\ Local Security
Policy setting)---

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Contro l\Lsa

In the right pane is "fipsalgorithmpolicy"
Double click it and set the Value Data to 0 (zero). Click OK.


MowGreen [MVP]
*-343-* Never Forgotten


Chris Routh wrote:

By the time I usually get them to go to windows update I have
attempted these steps - however the Regedit you mentioned and the
tweaking software provides some new avenues to explore. I usually
check for spyware and have even tried uninstalling firewalls
temporarily because sometimes thats the only way to really get them
out of the way - but those two things are new.

Thanks

Chris