Start>Help and Support not working

[Guest]

Ever since I upgraded from XP Home to Pro I've been plagued with a variety of
problems with a number of applications.

One problem is the inability to access Help and Support either via Start or
internal to some other windows.

Help problems show up in two flavors: Start>Help and Support where there is
a brief hourglass and then nothing. The other is from inside other windows.
For example, a right click on a desktop application shortcut
icon>Profile>Compatibility. There is a "more info" link near the bottom of
the window. If that one's selected I get an error that this program does not
have an association.....fix in Control Panel>Folders.

This is only one of a series of problems I've had since the upgrade.

To see a working list of all the post-upgrade problems:

http://home.comcast.net/~tdcarp/XP_Upgrade.htm

My sense is that there are two or three patterns. Hopefully someone will
have seen the patterns before.

Tom

 

[Guest]

Ever since I upgraded from XP Home to Pro I've been plagued with a variety of
problems with a number of applications.

One problem is the inability to access Help and Support either via Start or
internal to some other windows.

Help problems show up in two flavors: Start>Help and Support where there is
a brief hourglass and then nothing. The other is from inside other windows.
For example, a right click on a desktop application shortcut
icon>Profile>Compatibility. There is a "more info" link near the bottom of
the window. If that one's selected I get an error that this program does not
have an association.....fix in Control Panel>Folders.

This is only one of a series of problems I've had since the upgrade.

To see a working list of all the post-upgrade problems:

http://home.comcast.net/~tdcarp/XP_Upgrade.htm

My sense is that there are two or three patterns. Hopefully someone will
have seen the patterns before.

Tom

Hi Tom,
Open a run command and type in:
services.msc click [OK]
On the services control panel make sure the Help and Support service started
Automatically and Close then Reboot your machine and see, Does it Function
okay?.

If it doesn't then open the Run command again and type this:
%Windir%\PCHealth\HelpCtr\Binaries\HelpCtr.exe click [OK] does this
launch the Help and Support applet.

If you still can't access it then try to reinstall it:
Click Start, Run and type %systemroot%\inf click [OK] then Right-click
the file PCHealth.inf file and select Install from the drop down list, you
may need your XP CD so get it handy.
HTH.
Let us know.
nass

 

[Guest]

Hi Tom,
Open a run command and type in:
services.msc click [OK]
On the services control panel make sure the Help and Support service started
Automatically and Close then Reboot your machine and see, Does it Function
okay?.

Turns out that it was set to Manual. Set to Automatic and rebooted. No
change.

If it doesn't then open the Run command again and type this:
%Windir%\PCHealth\HelpCtr\Binaries\HelpCtr.exe click [OK] does this
launch the Help and Support applet.

No change. Got a brief hourglass pointer than nothing.

If you still can't access it then try to reinstall it:
Click Start, Run and type %systemroot%\inf click [OK] then Right-click
the file PCHealth.inf file and select Install from the drop down list, you
may need your XP CD so get it handy.

Reinstalled from XP CD. Rebooted. No Change.

I'm baffled!

Just in case you're thinking about it, I run Norton Antivirus and the last
full scan I ran, which was after the Pro upgrade, showed nothing.

I keep thinking that all, or most, of the symptoms I'm seeing are somehow
related.

Thanks for helping eliminate some possibilities.

Tom

 

[Guest]

Hi Tom,
Open a run command and type in:
services.msc click [OK]
On the services control panel make sure the Help and Support service started
Automatically and Close then Reboot your machine and see, Does it Function
okay?.

Turns out that it was set to Manual. Set to Automatic and rebooted. No
change.

If it doesn't then open the Run command again and type this:
%Windir%\PCHealth\HelpCtr\Binaries\HelpCtr.exe click [OK] does this
launch the Help and Support applet.

No change. Got a brief hourglass pointer than nothing.

If you still can't access it then try to reinstall it:
Click Start, Run and type %systemroot%\inf click [OK] then Right-click
the file PCHealth.inf file and select Install from the drop down list, you
may need your XP CD so get it handy.

Reinstalled from XP CD. Rebooted. No Change.

I'm baffled!

Just in case you're thinking about it, I run Norton Antivirus and the last
full scan I ran, which was after the Pro upgrade, showed nothing.

I keep thinking that all, or most, of the symptoms I'm seeing are somehow
related.

Thanks for helping eliminate some possibilities.

Tom

Hi Tom,
It doesn't hurt to scan for malwares too from here:
For Malwares download both these software:
http://www.lavasoft.com/products/ad-aware_se_personal.php
http://www.safer-networking.org ; for Spybot S&D

There is a fix for it but see first the Manual option!.
Does it ever worked?.
HTH.
Let us know.
nass

 

[Guest]

One other piece of data: I decided to start the Task Manager and monitor
what was happening when I selected Start>Help and Support.

In the Process tab HeltCtr.exe is started and then after a brief time (5
seconds or so) it stops.

I will try your latest suggestions next and let you know.

Thank you so much for taking the time to work on this a little.

Tom

Hi Tom,
Open a run command and type in:
services.msc click [OK]
On the services control panel make sure the Help and Support service started
Automatically and Close then Reboot your machine and see, Does it Function
okay?.

Turns out that it was set to Manual. Set to Automatic and rebooted. No
change.

If it doesn't then open the Run command again and type this:
%Windir%\PCHealth\HelpCtr\Binaries\HelpCtr.exe click [OK] does this
launch the Help and Support applet.

No change. Got a brief hourglass pointer than nothing.

If you still can't access it then try to reinstall it:
Click Start, Run and type %systemroot%\inf click [OK] then Right-click
the file PCHealth.inf file and select Install from the drop down list, you
may need your XP CD so get it handy.

Reinstalled from XP CD. Rebooted. No Change.

I'm baffled!

Just in case you're thinking about it, I run Norton Antivirus and the last
full scan I ran, which was after the Pro upgrade, showed nothing.

I keep thinking that all, or most, of the symptoms I'm seeing are somehow
related.

Thanks for helping eliminate some possibilities.

Tom

Hi Tom,
It doesn't hurt to scan for malwares too from here:
For Malwares download both these software:
http://www.lavasoft.com/products/ad-aware_se_personal.php
http://www.safer-networking.org ; for Spybot S&D

There is a fix for it but see first the Manual option!.
Does it ever worked?.
HTH.
Let us know.
nass

 

[Claymore]

Hello Tom,

Here's the full-meal-deal to reinstall Help & Support:

Reinstall Help and Support

Step I - Stop Help and Support services

Open the Task Manager with Ctrl+Alt+Del

Click the Processes tab. Click on 'Image Name' at the top of the list
to put the listing in alphabetical order.
Stop any or all of the following processing if the are listed by right-
clicking on each and selecting 'Kill Process':

helpsvc.exe
helphost.exe
helpctr.exe


Step 2 - Reinstall Help and Support

Go to Start => Run and type in cmd

In the window that opens, type in the following lines and press Enter
after each line:
(If you don't want to type them, you could copy each line in turn, and
right-click at the command prompt and select Paste.)
You'll have to be careful that you have all the spaces entered
correctly. In case you have trouble, in the version below the dotted
lines, I've put an astersisk (*) in each place where you have to enter
a space. Maybe this is a two-person job - one to read and one to type.
Of course, you don't type in these asterisks, just enter a space.

net stop helpsvc

cd /d %windir%\pchealth\helpctr

rd packagestore /s /q

rd installedskus /s /q

cd binaries

start /w helpsvc /svchost netsvcs /regserver /install

start /w helpsvc /register

-------------------------------------------------------------------------------

net*stop*helpsvc

cd*/d*%windir%\pchealth\helpctr

rd*packagestore*/s*/q

rd*installedskus*/s*/q

cd*binaries

start*/w*helpsvc*/svchost*netsvcs*/regserver*/install

start*/w*helpsvc*/register

 

[Guest]

It doesn't hurt to scan for malwares too from here:
For Malwares download both these software:
http://www.lavasoft.com/products/ad-aware_se_personal.php
http://www.safer-networking.org ; for Spybot S&D

Ad Aware found 3 data mining IE cookies (deleted them)
SpyBot S&D found 120+ items all but 5 were cookies (deleted them)
The 5 entries were registry changes all in Windows Security Center (allowed
SB to take care of them too).

Tested: All the problems remain.

There is a fix for it but see first the Manual option!.
Does it ever worked?.

Not sure what you asking here. Sorry.

Thanks again

Tom

 

[Guest]

Ad Aware found 3 data mining IE cookies (deleted them)
SpyBot S&D found 120+ items all but 5 were cookies (deleted them)
The 5 entries were registry changes all in Windows Security Center (allowed
SB to take care of them too).

Tested: All the problems remain.

Not sure what you asking here. Sorry.

Thanks again

Tom

Open a run command and type in:
services.msc click [OK] make sure these services started Auto:

Remote Access Auto Connection
Remote Procedure Call
Terminal Services

<courtesy of Ramesh >:
Close and reregister these commands:

Open Run and type in:
regsvr32 hhctrl.ocx click [OK]
regsvr32 Jscript click [OK]
regsvr32 itss click [OK]
regsvr32 shell32.dll click [OK]

If the above didn't work try this fix from here:
Fix Windows XP Help - from Doug's site:
http://www.dougknox.com/xp/utils/fix_windows_xp_help.htm
HTH.
Let us know.
nass

 

[Guest]

Open a run command and type in:
services.msc click [OK] make sure these services started Auto:

Remote Access Auto Connection
Remote Procedure Call
Terminal Services

<courtesy of Ramesh >:
Close and reregister these commands:

Open Run and type in:
regsvr32 hhctrl.ocx click [OK]
regsvr32 Jscript click [OK]
regsvr32 itss click [OK]
regsvr32 shell32.dll click [OK]

A couple of the starts weren't automatic. Did leave on called RPC Locator
as manual. It wasn't in your list.

Test still fails.

If the above didn't work try this fix from here:
Fix Windows XP Help - from Doug's site:
http://www.dougknox.com/xp/utils/fix_windows_xp_help.htm

Downloaded and ran. It said that the registry entries were correct and,
because of that, it wouldn't help to run.

You know, maybe all this is telling us that something else isn't working
right. Although they may all be unrelated, I keep looking for a pattern in
all the things that aren't working right.

http://home.comcast.net/~tdcarp/XP_Upgrade.htm

This is the running log.

There's got to be something common we're not seeing.

Thanks

Tom

 

[Guest]

Open a run command and type in:
services.msc click [OK] make sure these services started Auto:

Remote Access Auto Connection
Remote Procedure Call
Terminal Services

<courtesy of Ramesh >:
Close and reregister these commands:

Open Run and type in:
regsvr32 hhctrl.ocx click [OK]
regsvr32 Jscript click [OK]
regsvr32 itss click [OK]
regsvr32 shell32.dll click [OK]

A couple of the starts weren't automatic. Did leave on called RPC Locator
as manual. It wasn't in your list.

Test still fails.

If the above didn't work try this fix from here:
Fix Windows XP Help - from Doug's site:
http://www.dougknox.com/xp/utils/fix_windows_xp_help.htm

Downloaded and ran. It said that the registry entries were correct and,
because of that, it wouldn't help to run.

You know, maybe all this is telling us that something else isn't working
right. Although they may all be unrelated, I keep looking for a pattern in
all the things that aren't working right.

http://home.comcast.net/~tdcarp/XP_Upgrade.htm

This is the running log.

There's got to be something common we're not seeing.

Thanks

Tom

Bottom Line Tom, try to perform Repair/Install but Backup your data first on
a removable Storage and read this article to prepare yourself for the Repair
procedure.
With all which I read in your PDF, you really have lots there need to be
straighten or corrected.
Here is the link:
http://www.michaelstevenstech.com/XPrepairinstall.htm
HTH.
Regards,
nass

 

[Guest]

Bottom Line Tom, try to perform Repair/Install but Backup your data first on
a removable Storage and read this article to prepare yourself for the Repair
procedure.
With all which I read in your PDF, you really have lots there need to be
straighten or corrected.
Here is the link:
http://www.michaelstevenstech.com/XPrepairinstall.htm

I really appreciate this, and am going to keep this as a fairly radical next
step. But before I do this and risk some pretty important files I want to
step back and make sure we're not working on the "trees instead of the
forest".

The latest version of the pdf that I put on the web page summarizes things
based on symptom (instead of by instance).

When it comes down to it, this is just a set of scripts to do an upgrade.
There have to be quite a few people that proceeded me that have not had the
same problems I'm having.

There are simple examples like why won't activate work? Why do I get, in
two cases, an indication that there is a mapping problem between file
suffixes and applications? Why do some applications like Jewel Quest, Palm
Desktop, and Start>Help and Support start executing but not finish?

I may be the only one, but something tells me that there is are more
systemic issues at work here other than the install of Help and Support or a
reinstall of XP Pro.

If I have to I will try the reintalls, but....

My lastest summary is here:

http://home.comcast.net/~tdcarp/XP_Upgrade.htm

Hang in there. I'm not convinced that the issues are resolvable with a new
install.

Tom

 

[Guest]

Hello Claymore and thanks for the thorough post.

I'm holding off trying your solution for a couple days so that everyone
involved can step back a little to make sure we are trying to solve the right
problem (i.e. the Help and Support issue may be a symptom of something more
systemic).

Given the number of problems I'm having my sense is that we can't eliminate
the possibility that a seemingly unrelated issue that is showing up with
symptoms like Help and Support, Palm failure, Activate failure, etc.

For example, why does HelpCtr.exe actually start, run (or sit) for a few
seconds and then quit with no error message? And for that matter, why does
Jewel Quest start the Game Shell but then sit? Why does QuickBooks start and
allow access to all the content but not their "navigation sections"?

On the other side, why do both Palm Desktop and the hyperlink to "Learn more
about program compatabiliy" (Profile of a desktop exe shortcut) both fail
with the error that there is a suffix-to-application mapping entry missing?

Can this be the same thing that is causing Activate to fail? Or is the
Activate failure somehow contributing to the situation?

Is it possible that all these functions are running into a similar problem
but handling it differently?

Thanks

Tom

 

[Guest]

<courtesy of Ramesh >:
Close and reregister these commands:

Open Run and type in:
regsvr32 hhctrl.ocx click [OK]
regsvr32 Jscript click [OK]
regsvr32 itss click [OK]
regsvr32 shell32.dll click [OK]

I forgot to mention that when I ran these they all indicated that they were
successful but, when I OK'd they each gave the message "LoadLibrary("click")
failed-Module could not be found."

Tom

 

[Guest]

I really appreciate this, and am going to keep this as a fairly radical next
step. But before I do this and risk some pretty important files I want to
step back and make sure we're not working on the "trees instead of the
forest".

The latest version of the pdf that I put on the web page summarizes things
based on symptom (instead of by instance).

When it comes down to it, this is just a set of scripts to do an upgrade.
There have to be quite a few people that proceeded me that have not had the
same problems I'm having.

There are simple examples like why won't activate work? Why do I get, in
two cases, an indication that there is a mapping problem between file
suffixes and applications? Why do some applications like Jewel Quest, Palm
Desktop, and Start>Help and Support start executing but not finish?

I may be the only one, but something tells me that there is are more
systemic issues at work here other than the install of Help and Support or a
reinstall of XP Pro.

If I have to I will try the reintalls, but....

My lastest summary is here:

http://home.comcast.net/~tdcarp/XP_Upgrade.htm

Hang in there. I'm not convinced that the issues are resolvable with a new
install.

Tom

Hi Tom,
I well make sure this machine clean from Viruses by scanning with up2date
Anti-Virus software in both Modes ( Safe & Normal), also try online scanner
from another vendor.
Run Disk Clean Up and Defrag in safe Mode, I afraid your Upgrade didn't go
through easy and clean, your upgrade may be inherited the XP Home Problems if
any?.
Open a Run Command and type in:
sfc /scannow click [OK] and wait for it to finish.
Try to activate
Out-of-Box-Experience Wizard Stops Responding or Requires Computer Restart
After You Change the Computer Name
http://support.microsoft.com/kb/815917

How to Prevent the Out-of-Box Experience (OOBE) from Adjusting the Time on
the Computer
http://support.microsoft.com/kb/311781

You are prompted to activate Windows every time that you restart your computer
http://support.microsoft.com/kb/312295
Can't activate XP:
http://forums.microsoft.com/Genuine/ShowPost.aspx?PostID=1273562&SiteID=25

Detecting digital signing issues in Windows XP
http://support.microsoft.com/kb/813442

Blank Activate Windows page in the Windows Product Activation Wizard
http://support.microsoft.com/default.aspx?scid=314935
{Palm Desktop download;
www.palm.com/us/software/desktop/

How to perform a clean boot in Windows XP
http://support.microsoft.com/kb/310353

I will try to Uninstall the Game if I'm you, then when all stable Reinstall
it or get an up2date version from the same Game.
HTH.
Let us know.
nass

 

[Guest]

How to perform a clean boot in Windows XP
http://support.microsoft.com/kb/310353

Did a clean boot and found that the problems were still there. From what
I've read that means the problem is probably not with a MSFT component.

It also looks like I have a valid copy of XP Pro.

I guess the next thing to do is to start uninstalling applications one at a
time (ugh!). The game goes first.

I have to brush up on what is getting started automatically. Been meaning
to do this anyway since something is causing boot to take forever (which of
course it didn't do when I did the clean boot).

Tom

 

[Guest]

Did a clean boot and found that the problems were still there. From what
I've read that means the problem is probably not with a MSFT component.

It also looks like I have a valid copy of XP Pro.

I guess the next thing to do is to start uninstalling applications one at a
time (ugh!). The game goes first.

I have to brush up on what is getting started automatically. Been meaning
to do this anyway since something is causing boot to take forever (which of
course it didn't do when I did the clean boot).

Tom

Well Tom, try with third-party applications and see, did you Run the System
File Checker :
sfc /scannow
Try to download the Processor explorer from microsoft website and see what
lurking in the background, you may get the culprit at business?.
HTH.
Let us know your progress.
Regards,
nass

 

[Guest]

Well Tom, try with third-party applications and see, did you Run the System
File Checker :
sfc /scannow

It ran but I don't know what the results were. I left it alone and when I
came back it was just done with no messages.

Try to download the Processor explorer from microsoft website and see what
lurking in the background, you may get the culprit at business?.

I'll do that next.

Some additional testing: I ran the clean boot and the problems didn't go
away. I also ran a boot with all of the startup entries disabled and still
got the failures.

So, if I understand what those two test mean, the system was run as close to
vanilla as I can get it.

Tom

 

[Guest]

Try to download the Processor explorer from microsoft website and see what
lurking in the background, you may get the culprit at business?.

I don't know what a Processor explorer is. Did a search on the MSFT site
but nothing came up other than IE stuff.

 

[Guest]

I thought you might be interested in a post I received on a thread I started
in IE.

The problem is that you did not remove IE7 before upgrading to WinXP Pro.
The upgrade did its best to install IE6, but couldn't because some files on
the machine were newer than what it was trying to install.

While I don't know what to do besides format and reinstall everything,
someone else posted that they called Microsoft and got led through fixing
it, but they didn't specify the steps.

The good news is that I finally sent a problem report in to MSFT yesterday
on the Activation issue. I will specifically mention that I did just exactly
what is described above and see what they say.

This might explain most of the problems I'm having if these apps use
Explorer for their help and navigation functions.

Tom

 

[Guest]

Thanks Tom for this Info, as I said your Upgrade didn't go smooth as it
should because of the IE7 installed on the Old XP version and when the
upgrade done the IE6 were installed in a way been forced on the installation.
I hope you will get the Fix from Ms and it will be nice if you let us know
the steps, in either way best of luck.
Regards,
nass