XP Help and Support not working.

[jwfilion]

I'm having a problem with Help and Support on my XP. I've never really needed it till recently. I know it did work years ago, but since then, it has failed and I am not proficient enough with computers to know why. When I pressed Start > Help and Support, I would get an error message saying Windows could not find the file " Helpctr.exe ". I went to Windows support site and read as much info as I could find. Followed directions and I thought I put the file in the right folder, but now I get a new error message below.



I tried finding a Help and Support Service in the Start > Control Panel > Administrative Tools > Services to turn it on, but cannot find it there. Am I looking in the right place? I would appreciate any help with this.


Mind Computer Products
Intel Celeron 1.80GHz
1 GB Ram
WinXP Home / SP2
S3 Graphics ProSavageDDR
Vinyl AC'97 Audio
AVG free, Spybot, Ad-aware, RegCure, SUPERAntiSpyware
CCleaner, HyJackthis, Malwarebytes' Anti-Malware

[JJ 3000]

I'm not sure if this will work but you can try this:
Click Start then Run and type in   sfc /scannow   and press enter.
Have your Windows CD handy, as it will ask for it.

[Broni]

Go Start>Run, and type in:
%Windir%\PCHealth\HelpCtr\Binaries\HelpCtr.exe
Click OK.
Does it open?

[jwfilion]

JJ 3000, Broni, sorry for the late reply, our server has been down. I tried both suggestions and neither worked. I keep getting the same error message.
At first, I thought it was just a case were the executable files were not in the proper folder and if I could just see the pathway when I pressed the Help and Support button, I would know where to put the file. As it turns out, I may have accidentally put the " Helpctr.exe " in the right place, because I no longer get that error message. If " helpsvc.exe " is the file for the Help and Support, is it possible to get that service running? I'm open for suggestions.

[Broni]

Download attached file to your desktop.
Unzip it
Double click on startmenuhelp.reg, and allow "merge".
Restart computer.

[recovering disk space -- attachment deleted by admin]

[jwfilion]

Broni, it merged, but nothing happened. There is no Help and Support listed in the services area. I followed the instructions on the MS Support website and put the help .exe in the right place, but now I can't turn it on. Can't find anything on that site about missing services. Could it be that I have not installed SP3 yet? Have been leery of it with all the problems I've heard of. I figured, one problem at a time.

BTW...I can't seem to get System Restore to work either.

[Broni]

Something fishy here. I just checked XP, and I have "Help and Support" service running, set to auto start.
The above service depends on Remote Procedure Call (RPC), so see, if you have this service running, and set to auto start.

[jwfilion]

Broni, I started the RPC and set it to auto. I even rebooted and it did nothing. Not to be flippant, but maybe Microsoft, in their infinite wisdom, made a Help and Support file in a PDF format, so I could just download it and solve this problem myself! Well, I don't know what to do next, except play around with it. I did manage to get Windows to find the '' Helpctr.exe ", so who knows what else I can whip Bill Gates' mule into doing.
I still welcome ideas. Thanks.

[Broni]

Go Start>Run, type in:
sfc /scannow
Click OK.
Have Windows CD handy.
If System File Checker (sfc) will find any errors, it'll ask you for the CD.
If sfc won't find any errors, it'll simply quit, without any message.

[jwfilion]

Broni, I already tried this, as JJ 3000 suggested, without success, but I guess, since I've tried other stuff since, you think it might hopefully work this time. It didn't. Then again, maybe it did, to some extent.
Before I posted this problem, I tried to open Help and Support every way I could, including Start > Search > Information in Help and Support Center, without success. Well I must have done something right, as now I can open it through the Search facility! Yeah for me! Should I tempt fate and try to fix this properly or should I just count my blessings?

[Broni]

I can open it through the Search facility

How exactly?

[jwfilion]

Sorry, poor wording. I still can't open it, but I can search through the Windows XP Home Edition Help. I have never been able to do this before. I would get error messages. Below is the page that loads.

[Broni]

How exactly are you getting there?

[jwfilion]

Sorry, sometimes I get full of myself and forget I'm computer illiterate. I went to Start > Search > scroll down left panel to Information in Help and Support Center.



Again, this never opened before. I believe it mentioned something about a bad pathway?!

[Broni]

Search computer for HelpCtr.exe, and post its location.

[Call4ComputerHelp]

Copy and paste the following in the Run command line text box. (go to Start > Run)

C:\WINDOWS\System32\svchost.exe -k netsvcs

After you do that press F1.

Malware usually disables this and a number of other services.

Hope it Helps.

G @ Call4ComputerHelp

[jwfilion]

Broni, below is a screen shot of the search window. The first three are hidden files, the last word of the last listing is 'backup'.

Call4ComputerHelp, I tried this but got the same error message as before, need to start the service, but service not listed. Have several anti malware programs that I use often, at least once a week.

[patio]

Have you tried opening Explorer and under folder settings check "show hidden and system files"  ? ?

[Call4ComputerHelp]

Based upon your screen shot and the post, your registry key is missing or corrupted.

I have cleaned many a machine that had many malware, spyware and anti-virus on it and was infected (one machine had almost 10,000 trojans on it!!  ). No one solution protects 100 percent.

This type of corruption can come from a power surge or spike.

Here is where you can get a fix:

You cannot open Help and Support Center in Windows XP  Article ID: 888018

http://support.microsoft.com/kb/888018/en-us

[jwfilion]

patio, yes I did this to find 'Helpctr.exe' and make sure it wasn't playing hide and seek with me.

Call4ComputerHelp, I did this a few days ago and I believe that is why I no longer get the 'can't find Helpctr.exe ' error message. Windows knows where it is, it just can't seem to find Help and Support in the Services folder.

I did find a page about Help and Support not being in Services.

http://support.microsoft.com/kb/937055/en-us

When I cut and pasted the text string, I got this response " ...is not recognized as an internal or external command, operable program or batch file." I'm stumped. Below is a screenshot.

[Call4ComputerHelp]

Then the help files are corrupt.

http://windowsxp.mvps.org/rebuildhelp.htm

[jwfilion]

Thanks Call4ComputerHelp, I got the same link from an XP newsgroup last night. I followed the instructions and was so happy when Help and Support finally showed up in the Services area, however when I tried to start the service, I got the following error message...



I have no idea what this means. Spirit crushing crap. I think Bill Gates has it in for me!

[Broni]

below is a screen shot of the search window

Where is it?

[jwfilion]

Broni, sorry, I don't understand your question. Where is what? Did the screen shot not load, or do you not see it in the screen shot? If so, I can try another, but I really don't think the quality will be any better.

I found the following site:

http://windowsxp.mvps.org/helpsvcfix.htm

It claims to fix the "1083 Error " with the file "helpsvcfix.zip", but the link to it does not work. My luck, the file probably no longer exists.

[Broni]

I simply can't see any screenshot of search window. Can you?

[JJ 3000]

I cant see it either.

[patio]

Calum took it home to work on....

 

[Broni]

LOOOOOL

[jwfilion]

I see it, and every time I post a reply with scans or photos, I always preview it to make sure it will load. Obviously, I can't trust that anymore. I subscribe to an art forum and often see this situation. People praising someone elses' work and I can't see a thing. Maybe it's the "insert image" tag. I'll try just the web page link.
I use VilliagePhotos as an image hosting site. I'm open to alternatives.
If I can find the culprit, I will try posting it again.

[jwfilion]

Let's try this again. Here is the link to the scan:

http://img.villagephotos.com/p/2006-8/1209601/Scan.jpg

Can you hear me now?

[Call4ComputerHelp]

Let's try this again. Here is the link to the scan:

http://img.villagephotos.com/p/2006-8/1209601/Scan.jpg

Can you hear me now?

I can see it in Firefox, but the link is much better.

Are you in the Administrators account?

[jwfilion]

Call4ComputerHelp, according to the User Accounts in the Control Panel, I am the administrator. However, I've never tested this theory. A few times in the past, I have been notified that only the administrator of the computer could do whatever it was I wanted to do, I don't actually recall what I was doing at the time.
For sure, this "helpsvcfix.zip" file I'm trying to locate requires that I be the Administrator.
Are there any quick ways to find out if I am?

[Broni]

I'm confused. The link you provided shows this:



You were supposed to post results from Windows search for HelpCtr.exe

Besides, the command was supposed to read:
%Windir%\PCHealth\HelpCtr\Binaries\HelpCtr.exe
not
%Windir%\PCHealth\HelpCtr\Binaries\

[jwfilion]

Broni, now I understand. You didn't get either scan. Here is the one you want:

http://img.villagephotos.com/p/2006-8/1209601/Search.jpg

AS for the CMD post, I just cut and pasted the instructions below:

http://img.villagephotos.com/p/2006-8/1209601/fff.jpg

from this page:

http://support.microsoft.com/kb/937055/en-us

I hope this is sufficient, if not, let me know.

[Broni]

From search results, I can see you DO have HelpCtr.exe in %Windir%\PCHealth\HelpCtr\Binaries
M$ page misses one step.
At Command Prompt, you have to type:
cd %Windir%\PCHealth\HelpCtr\Binaries
and hit Enter to get you to Binaries folder
From there you can continue to step 3 from M$ page.

[jwfilion]

Broni, your directions worked, but unfortunately, the ones on the M$ page do not. When I went on to step 3, the response in the CMD window was the same as when I tried to start the Help and Support service. Here's the scan:

http://img.villagephotos.com/p/2006-8/1209601/Scan2.jpg

Help and Support is now magically in the Services section, but it won't start and M$ says the "helpsvcfix.zip" file is what I need, but of course, the link to it doesn't work. Can't win for losing.

[Broni]

M$ article, you posted, doesn't actually apply to XP. It's for Windows Server 2003, but the very first command probably worked. That's why Help and Support is present in services now.

M$ says the "helpsvcfix.zip" file is what I need

Says where?

[Broni]

http://windowsxp.mvps.org/helpsvcfix.htm

[jwfilion]

Broni, I've been to so many support sites lately, that I got them mixed up. The last link you posted was the page I was talking about, not M$. I spent the last two days trying to download that file, but got a "cannot find page error". Of course, I followed your link and it downloaded the first time. Go figure. Anyway, I ran the file and below is the result:

http://img.villagephotos.com/p/2006-8/1209601/HS.jpg

Yeah Team! Finally! If my System Restore worked, I would set today as a restore point. I guess I'll leave that for another day and let you guys rest up before I burden you again. I want to thank you all for your help and patience.

[JJ 3000]

Do you have any symantec products installed on your computer?

[jwfilion]

Norton Anti-Virus was already installed when I bought the machine but after many problems, I was advised to get rid of it. Man, it did not go quietly. It took forever to rid myself of their "Update". Thanks to the people here for helping me with that.

[Broni]

I'm glad, your Help is back.

Talking about System Restore....what is exact problem with it?

Also...

Download HijackThis:
http://www.trendsecure.com/portal/en-US/tools/security_tools/hijackthis/download
Click on Download HijackThis Installer
Post HijackTHis log.

[jwfilion]

WOW. This has been a great day! System Restore now works too! I thought I'd try one more time, before answering your post. Up until a few days ago, whenever I tried to open it in the System Tools folder, it would not respond. I figured I'd get the Help and Support going first, you know, one thing at a time.
Could it have been a registry problem, and whatever fix got the Help and Support working, fixed the System Restore as well?
This is great. Now I can use Help and Support to learn how to use System Restore.
Broni, I have included the log you asked for. Thanks for all your help.

Logfile of Trend Micro HijackThis v2.0.2
Scan saved at 6:11:00 PM, on 9/19/2008
Platform: Windows XP SP2 (WinNT 5.01.2600)
MSIE: Internet Explorer v7.00 (7.00.6000.16705)
Boot mode: Normal

Running processes:
C:\WINDOWS\System32\smss.exe
C:\WINDOWS\system32\winlogon.exe
C:\WINDOWS\system32\services.exe
C:\WINDOWS\system32\lsass.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\Program Files\Lavasoft\Ad-Aware 2007\aawservice.exe
C:\WINDOWS\Explorer.EXE
C:\WINDOWS\system32\spoolsv.exe
C:\PROGRA~1\AVG\AVG8\avgwdsvc.exe
C:\WINDOWS\system32\cisvc.exe
C:\Program Files\SiSoftware\SiSoftware Sandra Lite XII.SP2c\RpcAgentSrv.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\system32\Wacom_Tablet.exe
C:\WINDOWS\system32\WTablet\Wacom_TabletUser.exe
C:\WINDOWS\system32\Wacom_Tablet.exe
C:\Program Files\CyberLink\PowerDVD\PDVDServ.exe
C:\Program Files\Unlocker\UnlockerAssistant.exe
C:\Program Files\Java\jre1.6.0_07\bin\jusched.exe
C:\PROGRA~1\AVG\AVG8\avgtray.exe
C:\Program Files\KMaestro\KMaestro.exe
C:\WINDOWS\essspk.exe
C:\Program Files\Common Files\InstallShield\UpdateService\issch.exe
C:\WINDOWS\system32\ctfmon.exe
C:\Program Files\SUPERAntiSpyware\SUPERAntiSpyware.exe
C:\Program Files\MTS Accelerator\PropelAC.exe
C:\Program Files\Spybot - Search & Destroy\TeaTimer.exe
C:\PROGRA~1\AVG\AVG8\avgrsx.exe
C:\Program Files\Logitech\SetPoint\SetPoint.exe
C:\PROGRA~1\AVG\AVG8\avgemc.exe
C:\Program Files\Common Files\Logishrd\KHAL2\KHALMNPR.EXE
C:\WINDOWS\system32\cidaemon.exe
C:\PROGRA~1\MOZILL~2\FIREFOX.EXE
C:\Program Files\Trend Micro\HijackThis\sniper.exe

R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://www.canoe.ca/
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://go.microsoft.com/fwlink/?LinkId=69157
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Search_URL = http://go.microsoft.com/fwlink/?LinkId=54896
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://go.microsoft.com/fwlink/?LinkId=69157
R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Local Page =
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Local Page =
R1 - HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings,ProxyServer = http=localhost:8080
O2 - BHO: Adobe PDF Reader Link Helper - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Adobe\Acrobat 7.0\ActiveX\AcroIEHelper.dll
O2 - BHO: WormRadar.com IESiteBlocker.NavFilter - {3CA2F312-6F6E-4B53-A66E-4E65E497C8C0} - C:\Program Files\AVG\AVG8\avgssie.dll
O2 - BHO: Accelerator Plugin - {656EC4B7-072B-4698-B504-2A414C1F0037} - C:\PROGRA~1\MTSACC~1\PRPL_I~1.DLL
O2 - BHO: SSVHelper Class - {761497BB-D6F0-462C-B6EB-D4DAF1D92D43} - C:\Program Files\Java\jre1.6.0_07\bin\ssv.dll
O2 - BHO: AVG Security Toolbar - {A057A204-BACC-4D26-9990-79A187E2698E} - C:\PROGRA~1\AVG\AVG8\AVGTOO~1.DLL
O3 - Toolbar: AVG Security Toolbar - {A057A204-BACC-4D26-9990-79A187E2698E} - C:\PROGRA~1\AVG\AVG8\AVGTOO~1.DLL
O4 - HKLM\..\Run: [NeroFilterCheck] C:\WINDOWS\system32\NeroCheck.exe
O4 - HKLM\..\Run: [RemoteControl] "C:\Program Files\CyberLink\PowerDVD\PDVDServ.exe"
O4 - HKLM\..\Run: [Logitech Hardware Abstraction Layer] KHALMNPR.EXE
O4 - HKLM\..\Run: [Kernel and Hardware Abstraction Layer] KHALMNPR.EXE
O4 - HKLM\..\Run: [UnlockerAssistant] "C:\Program Files\Unlocker\UnlockerAssistant.exe" -H
O4 - HKLM\..\Run: [SunJavaUpdateSched] "C:\Program Files\Java\jre1.6.0_07\bin\jusched.exe"
O4 - HKLM\..\Run: [AVG8_TRAY] C:\PROGRA~1\AVG\AVG8\avgtray.exe
O4 - HKLM\..\Run: [VTPreset] VTPreset.exe
O4 - HKLM\..\Run: [BtcMaestro] C:\Program Files\KMaestro\KMaestro.exe
O4 - HKLM\..\Run: [EssSpkPhone] essspk.exe
O4 - HKLM\..\Run: [ISUSPM Startup] "C:\Program Files\Common Files\InstallShield\UpdateService\ISUSPM.exe" -startup
O4 - HKLM\..\Run: [ISUSScheduler] "C:\Program Files\Common Files\InstallShield\UpdateService\issch.exe" -start
O4 - HKLM\..\Run: [Propel Accelerator] "C:\Program Files\MTS Accelerator\trayctl.exe" /STARTUPLAUNCH
O4 - HKLM\..\Run: [QuickTime Task] "C:\Program Files\QuickTime\QTTask.exe" -atboottime
O4 - HKCU\..\Run: [ctfmon.exe] C:\WINDOWS\system32\ctfmon.exe
O4 - HKCU\..\Run: [SUPERAntiSpyware] C:\Program Files\SUPERAntiSpyware\SUPERAntiSpyware.exe
O4 - HKCU\..\Run: [updateMgr] "C:\Program Files\Adobe\Acrobat 7.0\Reader\AdobeUpdateManager.exe" AcRdB7_0_9 -reboot 1
O4 - HKCU\..\Run: [SpybotSD TeaTimer] C:\Program Files\Spybot - Search & Destroy\TeaTimer.exe
O4 - Startup: ERUNT AutoBackup.lnk = C:\Program Files\ERUNT\AUTOBACK.EXE
O4 - Global Startup: Adobe Reader Speed Launch.lnk = C:\Program Files\Adobe\Acrobat 7.0\Reader\reader_sl.exe
O4 - Global Startup: Logitech SetPoint.lnk = C:\Program Files\Logitech\SetPoint\SetPoint.exe
O8 - Extra context menu item: eBay Search - res://C:\Program Files\eBay\eBay Toolbar2\eBayTb.dll/RCSearch.html
O8 - Extra context menu item: Refresh Pa&ge with Full Quality - C:\Program Files\MTS Accelerator\pac-page.html
O8 - Extra context menu item: Refresh Pi&cture with Full Quality - C:\Program Files\MTS Accelerator\pac-image.html
O9 - Extra button: (no name) - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\jre1.6.0_07\bin\ssv.dll
O9 - Extra 'Tools' menuitem: Sun Java Console - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\jre1.6.0_07\bin\ssv.dll
O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\WINDOWS\System32\shdocvw.dll
O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\WINDOWS\System32\shdocvw.dll
O16 - DPF: {41F17733-B041-4099-A042-B518BB6A408C} - http://a1540.g.akamai.net/7/1540/52/20021205/qtinstall.info.apple.com/borris/us/win/QuickTimeInstaller.exe
O16 - DPF: {A90A5822-F108-45AD-8482-9BC8B12DD539} (Crucial cpcScan) - http://www.crucial.com/controls/cpcScanner.cab
O17 - HKLM\System\CCS\Services\Tcpip\..\{0AC41A51-B858-42C7-9168-F512651EA148}: NameServer = 142.161.130.154 142.161.2.154
O17 - HKLM\System\CS1\Services\Tcpip\..\{0AC41A51-B858-42C7-9168-F512651EA148}: NameServer = 142.161.130.154 142.161.2.154
O18 - Protocol: linkscanner - {F274614C-63F8-47D5-A4D1-FBDDE494F8D1} - C:\Program Files\AVG\AVG8\avgpp.dll
O20 - AppInit_DLLs: avgrsstx.dll
O20 - Winlogon Notify: !SASWinLogon - C:\Program Files\SUPERAntiSpyware\SASWINLO.dll
O23 - Service: Ad-Aware 2007 Service (aawservice) - Lavasoft - C:\Program Files\Lavasoft\Ad-Aware 2007\aawservice.exe
O23 - Service: AVG8 E-mail Scanner (avg8emc) - AVG Technologies CZ, s.r.o. - C:\PROGRA~1\AVG\AVG8\avgemc.exe
O23 - Service: AVG8 WatchDog (avg8wd) - AVG Technologies CZ, s.r.o. - C:\PROGRA~1\AVG\AVG8\avgwdsvc.exe
O23 - Service: Logitech Bluetooth Service (LBTServ) - Logitech, Inc. - C:\Program Files\Common Files\Logishrd\Bluetooth\LBTServ.exe
O23 - Service: SiSoftware Deployment Agent Service (SandraAgentSrv) - SiSoftware - C:\Program Files\SiSoftware\SiSoftware Sandra Lite XII.SP2c\RpcAgentSrv.exe
O23 - Service: TabletServiceWacom - Wacom Technology, Corp. - C:\WINDOWS\system32\Wacom_Tablet.exe

--
End of file - 7240 bytes

[Broni]

I'm glad, you're all fixed up

Could it have been a registry problem, and whatever fix got the Help and Support working, fixed the System Restore as well?

My answer: I don't know...LOL

As for HJT log, it looks clean.
You're good to go...

[jwfilion]

Thanks for all your help.

[Broni]

Any time

[daisysycks]

I'm not sure if this will work but you can try this:
Click Start then Run and type in   sfc /scannow   and press enter.
Have your Windows CD handy, as it will ask for it.

what is wrong when you type that in and the blank miniscreen flashes on for like a micro sec  but nothing else happens