We’re continuing to investigate what happened but here’s a quick update to yesterday’s post. The issue with processing validations began Friday afternoon at about 3:30 PM Pacific time and through a combination of posts to our forum and customer support the issue was discovered by evening.
By about 11:15 AM Pacific on Saturday morning the issue affecting the validation service had been analyzed and resolved such that validations were again being processed properly. Our data shows that fewer than 12,000 systems were affected worldwide and that many of those have already revalidated and are fixed. This is encouraging news but we want to emphasize that one bad customer experience is one too many and that we’re committed to learning from this experience and working to prevent this type of event from occurring again.
We’re also looking into the reports of comments made about the expected length of the issue and how support inquiries were handled overall during this time. I heard a report that one of our support folks indicated that the issues would not be fixed until Tuesday, that was incorrect. We’ll be looking closely at how/why that statement was made.
Microsoft, WGA, Genuine Windows, Windows Validation, Windows Vista, Windows XP