Re: Remote Assistance Not Working

Thank you all for your replies.
Yes, I did install SP2.
Don't know why I didn't look on support.microsoft.com in the first place,
but aprecaite the pointer and the note about the single quotation mark (good
catch!).
Will try the fix this weekend.
Regards,

"Manfred Zhuang [MSFT]" <v-mzhuan@xxxxxxxxxxxxxxxxxxxx> wrote in message
news:cEIifKz2HHA.6140@xxxxxxxxxxxxxxxxxxxxxxxxx
Hello Customer,

Thank you for posting here and also thanks to Jim for input.

From your post, I understand that you received following error message:

Title: Help and Support Error
Message: Windows cannot open Help and Support because a system service is
not running.
To fix this problem, start the service named 'Help and Support.'

And Help and Support service cannot be found. If I have misunderstood your
concern, please feel free to correct me.

Firstly I suggest you refer to following article and check if it helps:

http://support.microsoft.com/kb/937231/

If it does not work, I suggest you try following steps and check if it
works:

Suggestion 1:
=========
1. Click Start -> Run, type REGEDIT and click OK.
2. Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\helpsvc
3. In the right panel, make sure that the data of Start is 2.
4. Restart the SBS Server and check if the issue is fixed.

If there is no helpsvc service listed in the registry key, we need to
export it from a working machine and import it here. For your convenience,
I include a content of the registry key here. Please open notepad.exe
application, copy and paste the following into the notepad application,
save it as a .reg file. Then double click it and select to import the key.
Restart the computer and check if the issue is fixed:

=============== (Do not copy this line)
Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\helpsvc]
"Type"=dword:00000020
"Start"=dword:00000002
"ErrorControl"=dword:00000001
"ImagePath"=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,
00,\

74,00,25,00,5c,00,53,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,73,\

00,76,00,63,00,68,00,6f,00,73,00,74,00,2e,00,65,00,78,00,65,00,20,00,2d,00,\
6b,00,20,00,6e,00,65,00,74,00,73,00,76,00,63,00,73,00,00,00
"DisplayName"="Help and Support"
"DependOnService"=hex(7):52,00,50,00,43,00,53,00,53,00,00,00,00,00
"DependOnGroup"=hex(7):00,00
"ObjectName"="LocalSystem"
"Description"="Enables Help and Support Center to run on this computer. If
this service is stopped, Help and Support Center will be unavailable. If
this service is disabled, any services that explicitly depend on it will
fail to start."
"FailureActions"=hex:80,51,01,00,00,00,00,00,00,00,00,00,03,00,00,00,05,00,0
3,\

00,01,00,00,00,64,00,00,00,01,00,00,00,64,00,00,00,00,00,00,00,64,00,00,00

[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\helpsvc\Parameters]
"ServiceDll"=hex(2):25,00,57,00,49,00,4e,00,44,00,49,00,52,00,25,00,5c,00,50
,\

00,43,00,48,00,65,00,61,00,6c,00,74,00,68,00,5c,00,48,00,65,00,6c,00,70,00,\

43,00,74,00,72,00,5c,00,42,00,69,00,6e,00,61,00,72,00,69,00,65,00,73,00,5c,\
00,70,00,63,00,68,00,73,00,76,00,63,00,2e,00,64,00,6c,00,6c,00,00,00

[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\helpsvc\Security]
"Security"=hex:01,00,14,80,90,00,00,00,9c,00,00,00,14,00,00,00,30,00,00,00,0
2,\

00,1c,00,01,00,00,00,02,80,14,00,ff,01,0f,00,01,01,00,00,00,00,00,01,00,00,\

00,00,02,00,60,00,04,00,00,00,00,00,14,00,fd,01,02,00,01,01,00,00,00,00,00,\

05,12,00,00,00,00,00,18,00,ff,01,0f,00,01,02,00,00,00,00,00,05,20,00,00,00,\

20,02,00,00,00,00,14,00,8d,01,02,00,01,01,00,00,00,00,00,05,0b,00,00,00,00,\

00,18,00,fd,01,02,00,01,02,00,00,00,00,00,05,20,00,00,00,23,02,00,00,01,01,\
00,00,00,00,00,05,12,00,00,00,01,01,00,00,00,00,00,05,12,00,00,00

[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\helpsvc\Enum]
"0"="Root\\LEGACY_HELPSVC\\0000"
"Count"=dword:00000001
"NextInstance"=dword:00000001
=============== (Do not copy this line)

Suggestion 2: 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

Suggestion 3:
===========
Based on my research, this issue can also occur if one or more of the
PCHealth components on the server become corrupted.

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 should be 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.

3. 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.

I hope the above information is helpful to you. However, if the issue
persists, please help me gather following information:

1. please help me capture screenshots of all error messages you
encountered
and send them to me so that I can make a further research.

To capture the image, we can perform the steps below:

(a) When the error message appears, press the Print Screen key several
times (this key is located to the right of the F12 key on the keyboard)

(b) Open Paint ['start' => 'All Programs' => 'Accessories' => 'Paint'].

(c) Click Edit (menu) -> Paste or press Ctrl + V.

(d) Click File (menu) -> Save. Save it as a .jpg or .gif file and send it
to me as an attachment.

2. Please download the MPS Report tool from the following link and run it
on the SBS server, then send the generated CAB file to my mailbox
v-mzhuan@xxxxxxxxxxxxx for further investigation so that we can find what
the root cause is:

http://download.microsoft.com/download/b/b/1/bb139fcb-4aac-4fe5-a579-30b0bd9
15706/MPSRPT_SETUPPerf.EX

For your information:
http://www.microsoft.com/downloads/details.aspx?FamilyId=CEBF3C7C-7CA5-408F-
88B7-F9C79B7306C0&displaylang=en

Please try the above steps at your earliest convenience. If you have any
concern, please feel free to let me know.

Best regards,

Manfred Zhuang(MSFT)
Microsoft Online Newsgroup Support

Get Secure! - www.microsoft.com/security

=====================================================
This newsgroup only focuses on SBS technical issues. If you have issues
regarding other Microsoft products, you'd better post in the corresponding
newsgroups so that they can be resolved in an efficient and timely manner.
You can locate the newsgroup here:
http://www.microsoft.com/communities/newsgroups/en-us/default.aspx

When opening a new thread via the web interface, we recommend you check
the
"Notify me of replies" box to receive e-mail notifications when there are
any updates in your thread. When responding to posts via your newsreader,
please "Reply to Group" so that others may learn and benefit from your
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Microsoft engineers can only focus on one issue per thread. Although we
provide other information for your reference, we recommend you post
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doing
so, it will ensure your issues are resolved in a timely manner.

For urgent issues, you may want to contact Microsoft CSS directly. Please
check http://support.microsoft.com for regional support phone numbers.

Any input or comments in this thread are highly appreciated.
=====================================================

This posting is provided "AS IS" with no warranties, and confers no
rights.
--------------------
| From: "confused" <confused@xxxxxxxxx>
| Newsgroups: microsoft.public.windows.server.sbs
| Subject: Remote Assistance Not Working
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| X-Antivirus: avast! (VPS 000764-3, 08/09/2007), Outbound message
| X-Antivirus-Status: Clean
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09 Aug 2007 06:26:07 PDT)
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TK2MSFTNGHUB02.phx.gbl!TK2MSFTNGP01.phx.gbl!TK2MSFTFEEDS01.phx.gbl!news-out.
cwix.com!newsfeed.cwix.com!newscon02.news.prodigy.net!prodigy.net!news.glorb
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arthlink.net!newsread1.news.pas.earthlink.net.POSTED!6e358d67!not-for-mail
| Xref: TK2MSFTNGHUB02.phx.gbl microsoft.public.windows.server.sbs:55460
| X-Tomcat-NG: microsoft.public.windows.server.sbs
|
| Remote assistance on my SBS2k3 machine has stopped working. When I try
to
| offer remote assistance I get a message stating that:
|
| Title: Help and Support Error
| Message: Windows cannot open Help and Support because a system service
is
| not running.
| To fix this problem, start the service named 'Help and Support.'
|
| I see no specific service called 'Help and Support' but have tried
starting
| Remote Desktop Help Session Manager but that didn't help.
| Any suggestions on what needs to be started, or any insight on what
broke
| this service from working (service pack update?). We do still happily
use
| RWW.
|
| Thank you!
|
|
|
|
|



.

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