RE: help and support doesn't open
- From: v-branee@xxxxxxxxxxxxxxxxxxxx ("Brandy Nee [MSFT]")
- Date: Wed, 01 Mar 2006 06:14:48 GMT
Dear Customer,
Thank you for posting to the SBS Newsgroup.
I understand that you try to open the Help and Support from the Start Menu,
but nothing happens. If I have misunderstood your issue, please let me
know.
Based on my research, there are various factors can cause this issue.
please take your time to perform my suggestions and see how it goes. If the
issue persists, please help me to gather more detail information for
research;
==========
Suggestion 1:
On the SBS Server, run "regedit" (without quotation marks). Check this
registry key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\helpsvc
The ImagePath value should have the following data:
%SystemRoot%\System32\svchost.exe -k netsvcs
Suggestion 2:
Check the Typelib registry value:
This problem can occur if Class\TypeLib entries for the Help and Support
Center are damaged. Let us perform the following steps to import the
correct registry value:
NOTE: My test server is installed in the "C:\Windows" folder. If you
installed Windows in different folder, please do not import the registry
file and let me know your folder path.
1. I have exported the
[HKEY_LOCAL_MACHINE\Software\CLASSES\TypeLib\{FC7D9E00-3F9E-11D3-93C0-00C04F
72DAF7}] and
[HKEY_LOCAL_MACHINE\Software\CLASSES\TypeLib\{FC7D9000-3F9E-11D3-93C0-00C04F
72DAF7}] registry values on my test Windows 2003 server to the "help.zip"
file. Please download the help.zip attachment to your hard disk.
2. Click Start -> Run, type "regedit" in the text box, and click OK.
3. Locate the
[HKEY_LOCAL_MACHINE\Software\CLASSES\TypeLib\{FC7D9E00-3F9E-11D3-93C0-00C04F
72DAF7}] registry key, right click this key and click Export to export the
key to a registry file.
4. Delete this key.
5. Repeat Step 3 and 4 to backup and then delete the registry key for
[HKEY_LOCAL_MACHINE\Software\CLASSES\TypeLib\{FC7D9000-3F9E-11D3-93C0-00C04F
72DAF7}].
6. Unzip the "help.zip" file and double click the "help.reg" file to import
the registry key.
7. Log off the current user and then logon again to see whether it works
now.
Suggestion 3:
Repair PCHealth:
If this problem continues, it is possible that one or more of the PCHealth
components on the server become corrupted. Let us perform the following
steps to repair it:
1. It is important to note if you have recently made alterations to your
computer before this problem occurred, or if the Help and Support Center
ever worked correctly. If you have recently made alterations to your
computer before this problem occurred, try to undo the changes you made or
uninstall the hardware or software that could have caused the issue. After
you do so, test to determine if the issue is resolved, and if it is, skip
the remaining steps. If the issue is not resolved, continue to the next
step.
2. Remove the .cab files from the Packagestore folder, and then rebuild the
original Help and Support Center:
a. Click Start, click Run, type "cmd" (without the quotation marks),
and then click OK to open a command prompt. Type "net stop helpsvc"
(without the quotation marks), and then press ENTER.
b. Type "cd /d windir\pchealth\helpctr" (without the quotation marks),
where windir is the Windows folder, and then press ENTER.
c. Type "rd packagestore /s /q" (without the quotation marks), and then
press ENTER.
d. Type "cd binaries" (without the quotation marks), and then press
ENTER.
e. Type "start /w helpsvc /svchost netsvcs /regserver /install"
(without the quotation marks), and then press ENTER.
f. If any of the following processes are running, stop them:
helpsvc.exe
helphost.exe
helpctr.exe
To stop a process, right-click the taskbar, and then click Task
Manager. Click the Processes tab, click the process you want to stop, and
then click End Process.
g. At the command prompt, type "net start helpsvc" (without the
quotation marks), and then press ENTER.
Suggestion 4: Follow these steps to confirm that the necessary registry
value exists:
a. Click "Start", click "Run", and then type "regedit32" (without the
quotation marks), and then click "OK".
b. Locate and then click the following registry subkey:
"HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\SvcHost"
c. Double-click the "netsvcs" value in the right-hand pane.
d. Confirm that "helpsvc" is in the list. If it does not exist, add it at
the bottom.
e. Click "OK", and then quit Registry Editor.
f. Restart the server to see whether this problem continues.
==========
If the issue persists, please help me to gather follow information for
research:
a. Please export
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\helpsvc and send it as
an attachment to Newsgroup to analysis.
b. Please schedule a down time, can you open Help and Support in the Safe
Mode?
Please take your time to perform the steps and the gather the information
for research. If you have any updates, please feel free to let me know. I
am looking forward to hearing from you!
Best regards,
Brandy Nee
Microsoft CSS Online Newsgroup Support
Get Secure! - www.microsoft.com/security
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--------------------
Thread-Topic: help and support doesn't open2003
thread-index: AcY8limLKMQG+vdtQN2kkxLMS2qWcQ==
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From: =?Utf-8?B?bWIgYm94?= <mbbox@xxxxxxxxxxxxxxxxxxxxxxxxx>
Subject: help and support doesn't open
Date: Tue, 28 Feb 2006 10:38:26 -0800
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Greetings: i recently upgraded to a RAID disk setup and reinstalled SBS
on these new disks. Unfortunately now when i go to start -> help andsupport
nothing happens. nothing in any event logs. when i watch the taskhave
manager->processes i see helpsvc.exe briefly and then it disappears. I
searched here in technet and have tried this (as suggested by Brandy Neesaying
10.26.05)
Suggestion 1. Reinstall Help and Support service.
1. From a command prompt go to the "C:\Windows\pchealth\helpctr\binaries"
folder by typing:
CD \windows\pchealth\helpctr\binaries
2. Run the following commands one by one:
Start /w helpsvc /svchost netsvcs /regserver /install
net start helpsvc
that didn't help, infact the last command (net start helpsvc) failed
the service was running already (when it wasn't in the task managerprocess
list). however when i stopped it using the start->admin toolsCD
->services->help and support stop service and then went back to a command
window and reran 'net start helpsvc' it did start the service. But it
doesn't stay up (disappears from the processes listed by task manager).
I went on to Brandy's solution 2
(Reinstall Help and Support.
1. Open Windows Explorer.
2. Go to C:\Windows\inf folder.
3. Right click pchealth.inf and click Install.
4. If the system prompts for installation CD, please insert installation
1.copy
5. If the system prompts for SP1 installation CD, you have to manually
create a slipstream installation CD 1.
Universal Windows Slipstreaming and Bootable CD Guide
http://www.msfn.org/articles.php?action=show&showarticle=49 )
when prompted i put in the installation CD disk 1. I get setup cannot
the following files:
HCAppRes.dll
HelpHost.exe
brpinfo.dll
(the list keeps going.. but i'll stop here).
the disks came with my SBS server (dell poweredge 400sc) and are for
reinstallation. I used them this month after installing a RAID disk
configuration.
I mounted up a backup tape that was made pre-raid disks and i copied over
all the c:\windows\PCHEALTH files to another volumn so i have those.
I hope someone here can help me get this working again.
Attachment:
registry keys.zip
Description: Binary data
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