Cannot open Help and Support

P

Pete

I cannot open Help and Support in Windows XP Pro SP1.

I Googled and got some decent advice given to others, namely that this
may be due to corrupt registry entries after running Toni Arts
EasyCleaner, but nothing I have tried works. To avoid duplication me
clarify:

1. I have tried Dough Knox's VB script 'Fix for Windows XP Help', which
is supposed to correct the damage caused by EasyCleaner.

2. I tried the sfc /scannow method suggested by Michael Solomon that
searches for missing or corrupt Windows files.

3. I tried another method reported by Doug Knox: Open a cmd window, type
"cd %windir%\pchealth\helpctr\binaries" (without quotes) <enter>, type
"start /w helpsvc /install" <enter>

4. Finally, I tried a system restore to no avail, but it may be that I
ran Toni Arts EasyCleaner more than two months ago and for some reason
my restore points only go back a month and a half.

I have now received my CD copy of SP2; would updating to SP2 remedy this
problem?

Any advice appreciated.
 
K

Kelly

Not probably, Pete. Are you running a Dell per chance? If so, read on:

On a Dell system it will look like this: Start/Run/Regedit

[HKEY_CLASSES_ROOT\CLSID\{2559a1f6-21d7-11d4-bdaf-00c04f60b9f0}\Instance\InitPropertyBag]

"CLSID"="{13709620-C279-11CE-A49E-444553540000}"
"method"="ShellExecute"
"Command"="Dell Solution Center"
"Param1"="c:\\Program Files\\Dell\\SolutionCenter\\DellSC.exe"

To return to XP Default, delete the Param1 line and modify the rest to
match:

[HKEY_CLASSES_ROOT\CLSID\{2559a1f1-21d7-11d4-bdaf-00c04f60b9f0}\Instance\InitPropertyBag]

"CLSID"="{13709620-C279-11CE-A49E-444553540000}"
"method"="Help"
"command"="@shell32.dll,-12709"

Once done hit refresh, then Help and Support.

If this is not the case, go to Start/Run and type in: services.msc
Scroll down to Help and Support, verify that it is started.

More info:

Why doesn't Help and Support work?
http://www.kellys-korner-xp.com/top10faqs.htm
 
P

Pete

Thank you Kelly,

Indeed it is a Dell system (Inspiron Notebook). But I tried your method
to no avail. That's if I'm understanding your steps.

On my system, I found:

[HKEY_CLASSES_ROOT\CLSID\{2559a1f6-21d7-11d4-bdaf-00c04f60b9f0}\Instance
\InitPropertyBag]

"CLSID"="{13709620-C279-11CE-A49E-444553540000}"
"method"="ShellExecute"
"Command"="Welcome to Dell"
"Param1"="%SystemDrive%\Dell\dellbutn.htm"

As, I think, specified I changed:

"method"="Help"
"command"="@shell32.dll,-12709"

This produced the same problem, so I imported the registration file I
had exported prior to the change.

I should have also mentioned that I had already verified that Help and
Support was running and that I had done the right click manoeuvre on
C:\Windows\inf\pchealth.inf and reinstalled help.

I do really appreciate your assistance, but can you suggest anything
else?

--
Pete
------------------------------------------------
Home Page: http://www.users.bigpond.com/lansma/
Lat: 42° 53' S; Lon: 147° 19' E


Not probably, Pete. Are you running a Dell per chance? If so, read
on:

On a Dell system it will look like this: Start/Run/Regedit

[HKEY_CLASSES_ROOT\CLSID\{2559a1f6-21d7-11d4-bdaf-00c04f60b9f0}\Instance
\InitPropertyBag]

"CLSID"="{13709620-C279-11CE-A49E-444553540000}"
"method"="ShellExecute"
"Command"="Dell Solution Center"
"Param1"="c:\\Program Files\\Dell\\SolutionCenter\\DellSC.exe"

To return to XP Default, delete the Param1 line and modify the rest to
match:

[HKEY_CLASSES_ROOT\CLSID\{2559a1f1-21d7-11d4-bdaf-00c04f60b9f0}\Instance
\InitPropertyBag]

"CLSID"="{13709620-C279-11CE-A49E-444553540000}"
"method"="Help"
"command"="@shell32.dll,-12709"

Once done hit refresh, then Help and Support.

If this is not the case, go to Start/Run and type in: services.msc
Scroll down to Help and Support, verify that it is started.

More info:

Why doesn't Help and Support work?
http://www.kellys-korner-xp.com/top10faqs.htm
Click to expand...
 
P

Pete

Thanks Will,

I'm having a closer look at Kelly's site as I type.

I have read the "What to Know Before..." article. I was conscious of the
need to have SP1 working well before upgrading, so I may need to hold of
for a while. I just wonder what other things are not working well :).

--
Pete
------------------------------------------------
Home Page: http://www.users.bigpond.com/lansma/
Lat: 42° 53' S; Lon: 147° 19' E



Will said:
Hi Pete

You might like to try and sort the problem out before you upgrade to
SP2. Try the following link to Kelly's web site:

"Why doesn't help and Support work?"
http://www.kellys-korner-xp.com/top10faqs.htm

Before you upgrade to SP2, have you seen the following article:

"What to Know Before You Download and Install Windows XP Service Pack
2" http://www.microsoft.com/windowsxp/sp2/sp2_whattoknow.mspx
Click to expand...
 
W

Will Denny

Hi Pete

SP2 'may mend' some parts of Windows that aren't working properly, but it's
to try and sort them beforehand. Some people have found that running a real
time AV program during the SP2 upgrade can cause problems.

--

Will Denny
MVP - Windows Shell/User
Please reply to the News Groups


Pete said:
Thanks Will,

I'm having a closer look at Kelly's site as I type.

I have read the "What to Know Before..." article. I was conscious of the
need to have SP1 working well before upgrading, so I may need to hold of
for a while. I just wonder what other things are not working well :).

--
Pete
------------------------------------------------
Home Page: http://www.users.bigpond.com/lansma/
Lat: 42° 53' S; Lon: 147° 19' E



Will said:
Hi Pete

You might like to try and sort the problem out before you upgrade to
SP2. Try the following link to Kelly's web site:

"Why doesn't help and Support work?"
http://www.kellys-korner-xp.com/top10faqs.htm

Before you upgrade to SP2, have you seen the following article:

"What to Know Before You Download and Install Windows XP Service Pack
2" http://www.microsoft.com/windowsxp/sp2/sp2_whattoknow.mspx
Click to expand...
Click to expand...
 
P

Pete

What do you mean by "a real time AV program", Will. A little more info
and I'll be sure to disable it.

--
Clear and dark skies!

Pete
------------------------------------------------
Home Page: http://www.users.bigpond.com/lansma/
Lat: 42° 53' S; Lon: 147° 19' E



Will said:
Hi Pete

SP2 'may mend' some parts of Windows that aren't working properly,
but it's to try and sort them beforehand. Some people have found
that running a real time AV program during the SP2 upgrade can cause
problems.
Click to expand...
 
W

Will Denny

Hi Pete

An Anti Virus program running in the background. The icon for it may be in
the Notification Area.

--

Will Denny
MVP - Windows Shell/User
Please reply to the News Groups


Pete said:
What do you mean by "a real time AV program", Will. A little more info
and I'll be sure to disable it.

--
Clear and dark skies!

Pete
------------------------------------------------
Home Page: http://www.users.bigpond.com/lansma/
Lat: 42° 53' S; Lon: 147° 19' E



Will said:
Hi Pete

SP2 'may mend' some parts of Windows that aren't working properly,
but it's to try and sort them beforehand. Some people have found
that running a real time AV program during the SP2 upgrade can cause
problems.
Click to expand...
Click to expand...
 
P

Pete

Dear Kelly,

I have worked through every remaining option on your 'korner' without
success. I have no idea short of a update/reinstall.

--
Pete
------------------------------------------------
Home Page: http://www.users.bigpond.com/lansma/
Lat: 42° 53' S; Lon: 147° 19' E


Not probably, Pete. Are you running a Dell per chance? If so, read
on:

On a Dell system it will look like this: Start/Run/Regedit

[HKEY_CLASSES_ROOT\CLSID\{2559a1f6-21d7-11d4-bdaf-00c04f60b9f0}\Instance
\InitPropertyBag]

"CLSID"="{13709620-C279-11CE-A49E-444553540000}"
"method"="ShellExecute"
"Command"="Dell Solution Center"
"Param1"="c:\\Program Files\\Dell\\SolutionCenter\\DellSC.exe"

To return to XP Default, delete the Param1 line and modify the rest to
match:

[HKEY_CLASSES_ROOT\CLSID\{2559a1f1-21d7-11d4-bdaf-00c04f60b9f0}\Instance
\InitPropertyBag]

"CLSID"="{13709620-C279-11CE-A49E-444553540000}"
"method"="Help"
"command"="@shell32.dll,-12709"

Once done hit refresh, then Help and Support.

If this is not the case, go to Start/Run and type in: services.msc
Scroll down to Help and Support, verify that it is started.

More info:

Why doesn't Help and Support work?
http://www.kellys-korner-xp.com/top10faqs.htm
Click to expand...
 
R

Richard

Pete,
I cannot comment on technical detail except to say that installing SP2 DID
clear some problems with Help Centre, (only available via Dell help and not
via the normal help call) and it cleared an inssue with my camera not
starting the correct sequence.
Checking my registry shows that it NOW, (I did not look before SP2) has the
correct entries per Kelly's listing, I can only suggest that SP2 put right
some files/registry entries. However do take care, there are two locations
in the registry with "InitPropertyBag" one above the other, if you looked
at/changed the first one rather than the correct one a line or two below
that might be the problem with your system.
Richard

Pete said:
Dear Kelly,

I have worked through every remaining option on your 'korner' without
success. I have no idea short of a update/reinstall.

--
Pete
------------------------------------------------
Home Page: http://www.users.bigpond.com/lansma/
Lat: 42° 53' S; Lon: 147° 19' E


Not probably, Pete. Are you running a Dell per chance? If so, read
on:

On a Dell system it will look like this: Start/Run/Regedit

[HKEY_CLASSES_ROOT\CLSID\{2559a1f6-21d7-11d4-bdaf-00c04f60b9f0}\Instance
\InitPropertyBag]

"CLSID"="{13709620-C279-11CE-A49E-444553540000}"
"method"="ShellExecute"
"Command"="Dell Solution Center"
"Param1"="c:\\Program Files\\Dell\\SolutionCenter\\DellSC.exe"

To return to XP Default, delete the Param1 line and modify the rest to
match:

[HKEY_CLASSES_ROOT\CLSID\{2559a1f1-21d7-11d4-bdaf-00c04f60b9f0}\Instance
\InitPropertyBag]

"CLSID"="{13709620-C279-11CE-A49E-444553540000}"
"method"="Help"
"command"="@shell32.dll,-12709"

Once done hit refresh, then Help and Support.

If this is not the case, go to Start/Run and type in: services.msc
Scroll down to Help and Support, verify that it is started.

More info:

Why doesn't Help and Support work?
http://www.kellys-korner-xp.com/top10faqs.htm
Click to expand...
Click to expand...
 
K

Kelly

Most welcome, Pete. From what I am reading from you, those values are
correct, however, you failed to mention whether or not deleted the Param1
line. Without doing so, nothing will change.

Compare what you have against the edit on line 344: (Read it via Notepad)
http://www.kellys-korner-xp.com/xp_tweaks.htm




Pete said:
Thank you Kelly,

Indeed it is a Dell system (Inspiron Notebook). But I tried your method
to no avail. That's if I'm understanding your steps.

On my system, I found:

[HKEY_CLASSES_ROOT\CLSID\{2559a1f6-21d7-11d4-bdaf-00c04f60b9f0}\Instance
\InitPropertyBag]

"CLSID"="{13709620-C279-11CE-A49E-444553540000}"
"method"="ShellExecute"
"Command"="Welcome to Dell"
"Param1"="%SystemDrive%\Dell\dellbutn.htm"

As, I think, specified I changed:

"method"="Help"
"command"="@shell32.dll,-12709"

This produced the same problem, so I imported the registration file I
had exported prior to the change.

I should have also mentioned that I had already verified that Help and
Support was running and that I had done the right click manoeuvre on
C:\Windows\inf\pchealth.inf and reinstalled help.

I do really appreciate your assistance, but can you suggest anything
else?

--
Pete
------------------------------------------------
Home Page: http://www.users.bigpond.com/lansma/
Lat: 42° 53' S; Lon: 147° 19' E


Not probably, Pete. Are you running a Dell per chance? If so, read
on:

On a Dell system it will look like this: Start/Run/Regedit

[HKEY_CLASSES_ROOT\CLSID\{2559a1f6-21d7-11d4-bdaf-00c04f60b9f0}\Instance
\InitPropertyBag]

"CLSID"="{13709620-C279-11CE-A49E-444553540000}"
"method"="ShellExecute"
"Command"="Dell Solution Center"
"Param1"="c:\\Program Files\\Dell\\SolutionCenter\\DellSC.exe"

To return to XP Default, delete the Param1 line and modify the rest to
match:

[HKEY_CLASSES_ROOT\CLSID\{2559a1f1-21d7-11d4-bdaf-00c04f60b9f0}\Instance
\InitPropertyBag]

"CLSID"="{13709620-C279-11CE-A49E-444553540000}"
"method"="Help"
"command"="@shell32.dll,-12709"

Once done hit refresh, then Help and Support.

If this is not the case, go to Start/Run and type in: services.msc
Scroll down to Help and Support, verify that it is started.

More info:

Why doesn't Help and Support work?
http://www.kellys-korner-xp.com/top10faqs.htm
Click to expand...
Click to expand...
 

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