Microsoft KB Archive/942653

= How to locate and compress installation logs for Windows Live services products =

Article ID: 942653

Article Last Modified on 11/16/2007

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SUMMARY
Customer service agents may need installation log files to help you troubleshoot Windows Live services installation issues. This article describes the steps that you must follow to locate and compress the installation log files so that you can attach them to your e-mail response to the customer service agent.

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Prerequisite
Note To collect these log files, you must be logged on as a user who has administrator access.

In Windows Explorer, you must clear the Hide protected operating system files option and then select the Show hidden files and folders option. To set these values, follow the steps for your operating system:  Windows XP  Right-click Start, and then click Explore to open Windows Explorer. On the Tools menu, click Folder Options, and then click the View tab. In the Advanced settings list, click Show hidden files and folders under Hidden files and folders . Click to clear the Hide protected operating system files (Recommended) check box.

Note After you change this setting, sensitive system files will be shown. Therefore, we recommend that you reset this option after you have collected the log files.

 Click to clear the Hide extension for known file types option. Click OK to close the Folder Options window.</li></ol> </li> Windows Vista <ol> Click Start, and then click Explore to open Windows Explorer.</li> On the Organize menu, click Folder and Search Options.</li> In the Advanced settings list, click Show hidden files and folders under Hidden files and folders .</li> Click to clear the Hide protected operating system files (Recommended) check box.

Note After you change this setting, sensitive system files will be shown. Therefore, we recommend that you reset this option after you have collected the log files.

</li> Click to clear the Hide extension for known file types option.</li> Click OK to close the Folder Options window.</li></ol> </li></ul>

Windows XP SP2 customers
To send all three sets of installation log files by using Microsoft Outlook, follow these steps: <ol> Locate the installation log files. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> Click Start, click Run, type the following command, and then click OK:

\program files\common files\windowsliveinstaller\logs

</li> Select all the files in the Logs folder.

Note To select non-consecutive files or folders, press and hold down CTRL, and then click each item.

</li> Right-click and point to Send To, and then click Compressed (zipped) Folder.</li> If you receive the following message, select Yes, and then note the name of the zipped file that you saved to the desktop:

Windows cannot create the Compressed (zipped) Folder here. Do you want it to be placed on the desktop instead? Yes/No

</li></ol> </li> Locate the MSI log files. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> Click Start, click Run, type the following command, and then click OK:

\program files\common files\windowsliveinstaller\MsiLogs

</li> Select all the files in the MSI Logs folder.

Note To select non-consecutive files or folders, press and hold down CTRL, and then click each item.

</li> <li>Right-click and point to Send To, and then click Compressed (zipped) Folder.</li> <li>If you receive the following message, select Yes, and then note the name of the zipped file that you saved to the desktop:

Windows cannot create the Compressed (zipped) Folder here. Do you want it to be placed on the desktop instead? Yes/No

</li></ol> </li> <li>Locate the WLInstaller log files. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>Click Start, click Run, type the following command, and then click OK:

%systemdrive%\Documents and Settings\All Users\Application Data\WLInstaller

</li> <li>Select all the files in the WLInstaller folder.

Note To select non-consecutive files or folders, press and hold down CTRL, and then click each item.

</li> <li>Right-click and point to Send To, and then click Compressed (zipped) Folder.</li> <li>If you receive the following message, select Yes, and then note the name of the zipped file that you saved to the desktop:

Windows cannot create the Compressed (zipped) Folder here. Do you want it to be placed on the desktop instead? Yes/No

</li></ol> </li> <li>Locate the Windows Update log files, to do this follow these steps: <ol style="list-style-type: lower-alpha;"> <li>Click Start, click Run, type the following command, and then click OK

%Windir%\

</li> <li>Scroll down to the file “WindowsUpdate.log”</li> <li>Right-click and point to Send To, and then click Compressed (zipped) Folder.</li> <li>When you receive the following message, click Yes, and then note the name of the compressed file that you saved to the desktop:

Windows cannot create the Compressed (zipped) Folder here. Do you want it to be placed on the desktop instead? Yes/No

</li></ol> </li> <li>Open your e-mail client.</li> <li>Select the message that was received from Windows Live Beta Support.</li> <li>Select Reply.</li> <li>Select Attach or Insert file to attach the installation log files to your e-mail.</li> <li>Locate the WindowsLiveInstaller log files. To do this, use one of the following methods: <ul> <li>If you were asked to save the compressed file with a .zip file extension to the desktop, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>In the Insert File window or in the Insert Attachment window, select Desktop.</li> <li>Select the .zip file that you created for the WindowsLiveInstaller log files.</li> <li>Select Insert or Attach to attach the .zip file.</li></ol> </li> <li>If you created the .zip file in the installation logs folder, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>In the Insert File window or in the Insert Attachment window, select File Name.</li> <li>In the File Name window, type the following command:

\program files\common files\windowsliveinstaller\logs

</li> <li>Select the file that contains the .zip extension.</li> <li>Select Insert or Attach to attach the .zip file.</li></ol> </li></ul> </li> <li>Select Insert or select Attach to attach the MSI log files.</li> <li>Locate the MSI log files. To do this, use one of the following methods: <ul> <li>If you were asked to save the .zip file to the desktop, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>In the Insert File window or in the Insert Attachment window, select Desktop.</li> <li>Select the .zip file that you created for the WindowsLiveInstaller MSI log files.</li> <li>Select Insert or select Attach to attach the .zip file.</li> <li>In the Insert File window or in the Insert Attachment window, select File Name.</li></ol> </li> <li>If you created the .zip file in the MsiLogs folder, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>In the File Name window, type the following command:

\program files\common files\windowsliveinstaller\MsiLogs

</li> <li>Select the file that contains the .zip extension.</li> <li>Select Insert or Attach to attach the .zip file.</li></ol> </li></ul> </li> <li>Select Insert or select Attach to attach the WLInstaller log files.</li> <li>Locate the WLInstaller log files. To do this, use one of the following methods: <ul> <li>If you were asked to save the .zip file to the desktop, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>In the Insert File window or in the Insert Attachment window, select Desktop.</li> <li>Select the .zip file that you created for the WLInstaller log files.</li> <li>Select Insert or select Attach to attach the .zip file.</li></ol> </li> <li>If you created the .zip file in the WLInstaller folder, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>In the Insert File window or in the Insert Attachment window, select File Name.</li> <li>In the File Name window, type the following command:

%systemdrive%\Documents and Settings\All Users\Application Data\WLInstaller

</li> <li>Select the file that contains the .zip extension.</li> <li>Select Insert or select Attach to attach the .zip file.</li></ol> </li></ul> </li> <li>Locate the Windows Update log files. <ol style="list-style-type: lower-alpha;"> <li>In the Insert File dialog box or in the Insert Attachment dialog box, select Desktop.</li> <li>Select the .zip file that you created for the Windows Update log files.</li> <li>Select Insert or select Attach to attach the .zip file.</li></ol> </li></ol>

Windows Vista customers
To send all three sets of installation logs files by using Outlook, follow these steps: <ol> <li>Locate the installation log files. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>Click Start, type the following command in the Start Search box, and then press ENTER:

\program files\common files\windowsliveinstaller\logs

Note 64-bit Vista users, type the following command in the Start Search box, and then press ENTER:

\program files(x86)\common files\windowsliveinstaller\logs

If you are prompted for an administrator password or for confirmation, type your password, or click Continue.</li> <li>Select all the files in the logs folder.

Note To select non-consecutive files or folders, press and hold down CTRL, and then click each item.

</li> <li>Right-click and point to Send To, and then click Compressed (zipped) Folder.</li> <li>If you receive the following message, select Yes, and then make a note the name of the zipped file that you saved to the desktop:

Windows cannot create the Compressed (zipped) Folder here. Do you want it to be placed on the desktop instead? Yes/No

</li></ol> </li> <li>Locate the MSI log files. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>Click Start, type the following command in the Start Search box, and then press ENTER:

\program files\common files\windowsliveinstaller\MsiLogs

Note 64-bit Vista users, type the following command in the Start Search box, and then press ENTER:

\program files(x86)\common files\windowsliveinstaller\MsiLogs

If you are prompted for an administrator password or for confirmation, type your password, or click Continue.</li> <li>Select all the files in the MSI logs folder.

Note To select non-consecutive files or folders, press and hold down CTRL, and then click each item.

</li> <li>Right-click and point to Send To, and then click Compressed (zipped) Folder.</li> <li>If you receive the following message, select Yes, and then note the name of the zipped file that you saved to the desktop:

Windows cannot create the Compressed (zipped) Folder here. Do you want it to be placed on the desktop instead? Yes/No

</li></ol> </li> <li>Locate the WLInstaller log files. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>Click Start, type the following command in the Start Search box, and then press ENTER:

%systemdrive%\users\All Users\WLInstaller\

If you are prompted for an administrator password or for confirmation, type your password, or click Continue.

</li> <li>Select all the files in the WLInstaller folder.

Note To select non-consecutive files or folders, press and hold down CTRL, and then click each item.

</li> <li>Right-click and point to Send To, and then click Compressed (zipped) Folder.</li> <li>If you receive the following message, select Yes, and then note the name of the zipped file that you saved to the desktop:

Windows cannot create the Compressed (zipped) Folder here. Do you want it to be placed on the desktop instead? Yes/No

</li></ol> </li> <li>Locate the Windows Update log files, to do this follow these steps: <ol style="list-style-type: lower-alpha;"> <li>Click Start, type the following command in the Start Search box, and then press ENTER:

%Windir%\

If you are prompted for an administrator password or for confirmation, type your password, or click Continue.</li> <li>Scroll down to the file “WindowsUpdate.log”</li> <li>Right-click and point to Send To, and then click Compressed (zipped) Folder.</li> <li>When you receive the following message, click Yes, and then note the name of the compressed file that you saved to the desktop:

Windows cannot create the Compressed (zipped) Folder here. Do you want it to be placed on the desktop instead? Yes/No

</li></ol> </li> <li>Open your e-mail client.</li> <li>Select the message that was received from Windows Live Beta Support.</li> <li>Select Reply.</li> <li>Select Attach or select Insert file to attach the log files to your e-mail.</li> <li>Locate the WindowsLiveInstaller log files. To do this, use one of the following methods: <ul> <li>If you were asked to save the compressed file with a .zip file extension file to the desktop, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>In the Insert File window or in the Insert Attachment window, select Desktop.</li> <li>Select the .zip file that you created for the WindowsLiveInstaller log files.</li> <li>Select Insert or select Attach to attach the .zip file.</li></ol> </li> <li>If you created the .zip file in the logs folder, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>In the Insert File window or in the Insert Attachment window, select File Name.</li> <li>In the File Name window, type the following command:

\program files\common files\windowsliveinstaller\logs

Note 64-bit Vista users, type the following command in the Start Search box, and then press ENTER:

\program files(x86)\common files\windowsliveinstaller\logs

</li> <li>Select the file that contains the .zip extension.</li> <li>Select Insert or select Attach to attach the .zip file.</li></ol> </li></ul> </li> <li>Select Insert or select Attach to attach the MSI log files.</li> <li>Locate the MSI log files. To do this, use one of the following methods: <ul> <li>If you were asked to save the .zip file to the desktop, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>In the Insert File window or in the Insert Attachment window, select Desktop.</li> <li>Select the .zip file that you created for the WindowsLiveInstaller MSI log files.</li> <li>Select Insert or select Attach to attach the .zip file.</li> <li>In the Insert File window or in the Insert Attachment window, select File Name.</li></ol> </li> <li>If you created the .zip file in the MsiLogs folder, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>In the File Name window, type the following command:

\program files\common files\windowsliveinstaller\MsiLogs

Note 64-bit Vista users: Type the following command in the Start Search box, and then press ENTER:

\program files(x86)\common files\windowsliveinstaller\MsiLogs

</li> <li>Select the file that contains the .zip extension.</li> <li>Select Insert or select Attach to attach the .zip file.</li></ol> </li></ul> </li> <li>Select Insert or select Attach to attach the WLInstaller log files.</li> <li>Locate WLInstaller log files. To do this, use one of the following methods: <ul> <li>If you were asked to save the .zip file to the desktop, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>In the Insert File window or in the Insert Attachment window, select Desktop.</li> <li>Select the .zip file that you created for the WLInstaller log files.</li> <li>Select Insert or select Attach to attach the .zip file.</li></ol> </li> <li>If you created the .zip file in the WLInstaller folder, follow these steps: <ol style="list-style-type: lower-alpha;"> <li>In the Insert File window or in the Insert Attachment window, select File Name.</li> <li>In the File Name window, type the following command:

%systemdrive%\users\All Users\WLInstaller\

</li> <li>Select the file that contains the .zip extension.</li> <li>Select Insert or select Attach to attach the .zip file.</li></ol> </li></ul> </li> <li>Locate the Windows Update log files. <ol style="list-style-type: lower-alpha;"> <li>In the Insert File dialog box or in the Insert Attachment dialog box, select Desktop.</li> <li>Select the .zip file that you created for the Windows Update log files.</li> <li>Select Insert or select Attach to attach the .zip file.</li></ol> </li></ol>

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Keywords: kbhowto kbpubtypekc kbwinliveportal KB942653

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