lost help files

jim.deas · 22nd May 2002

When clicking on help and support on the start menu or from windows explorer help the curser changes to the hour glass for about half a second and then nothing happens no help files appear. Bringing up task manager shows that helpctr.exe is running. I'm not desperate for it to work but I would like to know why it is not now working and how it could be put right.
Thanks. Jim.

unixfan · 22nd May 2002

Could be a damaged user profile. Does running HelpCtr.exe from WINDOWS\PCHEALTH\HELPCTR\Binaries work? Does help run if you logon as another user? If possible, use System Restore to select a restore point before the problem happened.

jim.deas · 24th May 2002

I have tried running helpctr.exe from WINDOWS\PCHEALTH\HELPCTR\Binaries but it still does not work I have also used system restore but it only goes back one week, I have also discovered that msinfo does not work either. I have tried running it from safe mode and still no joy. Any more ideas please.

Newt · 24th May 2002

Have you tried as a different user (2nd part of unixfan's suggestion)? Even setting up a new user so you will have a clean user profile?

jim.deas · 24th May 2002

Yes I have tried 2 other user accounts and I have set up a new one just to try as you suggest but still no change it still shows up in the task manager under processes as running sometimes several entries or it if I have tried running it several times.
Would there be a way of reinstalling the help and msinfo files without having to reinstall the whole of windows.

Newt · 25th May 2002

Jim - sorry but you got a strange issue and I am out of "fix" ideas.

One suggestion though. Microsoft tech support is excellent and they are probably the best ones to deal with this for you. Should be free support.

The lack of information on the internet about similar issues means they should be quite willing to work on it.

I've had really pleasant experiences the few times I have used their support folks. An appropriate tech will pick up the issue and you will be kept up to date (and asked for additional info if needed) via emails.

clive.burton · 25th May 2002

I'm sorry I can offer no solution to this problem, but I have exactly the same problem you describe so it is NOT unique. No doubt it is another of Microsoft's famous bugs. The Microsoft website is of no help but I will continue looking. Meanwhile, if someone finds a solution please enlighten us.

Paul · 26th May 2002

Are you (have you) run EasyCleaner? http://www.toniarts.com/index.htm
It's a great registry and unnecessary files cleaner but you must type Help in the skip dialog box otherwise it will disable your help files in XP. If this is your problem go to the message centre on the Toniarts site for info on the fix. BTW if you have Office XP installed you need to enter data.bak in the skip dialog box in the unecessary files cleaner otherwise Office will want the CD to reinstall some deleted files.

Paul

Kevin · 26th May 2002

That may or may not be jim.deas problem, but that is really Good Information, Paul. Thank you. Here's the link to the EasyCleaner FAQ.

clive.burton · 28th May 2002

Paul, many thanks for your suggestions, both of which worked a treat. EasyCleaner was the culprit.

Also, users of Ontrack's Fix It Utilities may like to know this program also deletes data.bak causing Office XP to ask for the CD. I have not found a way to prevent it deleting the file but it is easy enough to restore it afterwards from the Recyle Bin.