Help&Support Center stopped giving results from the MS Knowledge Base 2

[Rahosi]

I did try to search for an answer to this problem. Basically it is a waste of time to search using the Keywords "Help and Support" "Knowledge Base" since they appear in most threads.

My computer / H&SC used to work fine. Still does on other networked computers, all linked to the internet through a 4 port ADSL Router. Have checked using QFECHECK & SFC.

No matter what I search for MKB under H&SC gives 0results.
No problem directly accessing the MS KB.

 

[bcastner]

Doug Knox has a repair to the registry that often works:

http://www.dougknox.com/index.html

 

[Rahosi]

Thanks for the advice. Used Doug Knox's fix.
Unfortunately made no difference, but then I've never used Easy Cleaner.

 

[bcastner]

TweakUI perhaps:

http://support.microsoft.com/defaul...port/kb/articles/Q274/8/47.ASP&NoWebContent=1

 

[Rahosi]

How strange you should suggest Tweak-UI might be the culprit. I just replied to thread 779-607391
saying I have never installed PowerToys due to the fact that it stipulates US-English and I use UK-English.

 

[bcastner]

Use Help and Support to run the network diagnostics. It might be that XP does not believe it has a network connection.

 

[Rahosi]

Have checked out the Network Diagnosics - All appears OK. I'm actuall using the problem computer for this post.

Thanks anyway.

 

[bcastner]

Start, Run, regsvr32 oleaut32.dll

I note that even if in fact you have a network connection, you need to have XP convinced of this fact. That is why I asked you to check Network Diagnostics.

 

[Rahosi]

It all looks OK - All flags show a PASS. Anything in particular I should be looking out for?

 

[bcastner]

Do you see the "Did you Know?" tip of the day?

In any case, select Search Options on the left and make sure you did not disable or limit the search options of KB articles.

 

[Rahosi]

In H&SC > Set search options, all the main boxes (Suggested topics, Full-Text Search Matches, MS KB / All MS Products / All of the words / but NOT Search in Title only) are ticked.

Re 'Did you Know?'
I briefly see 'Updating'
then 'When you are connected to the Internet, this area will display links to timely help and support information. If you want to connect to the Internet now, start the New Connection Wizard and see how to establish a Web connection through an Internet service provider.'

 

[linney]

Have a look at your Hosts file and see if there are any entries that mention Microsoft and remove them.

Check any firewall log and see if it is blocking Helpctr.exe or Helphost.exe.

 

[bcastner]

You may have a connection to the Internet, but Windows XP does not believe you do, as least as far as Help and Support is concerned.

Resolve your connectivity issues, and Help and Support will then show KB articles.

 

[Rahosi]

Hi Linney
Have looked at my Hosts file, 256Kb, C:\WINDOWS\system32\drivers\etc, and there were no entries for Microsoft.

Have Checked my ZApro. The only regularly blocked entry (and I don't know why as it seems to have access permission) is 'Generic Host Process for Win32 Services' whos destination is my 'Prefered DNS Server'.
As a double check I shut down ZApro (& Adwatch3) and then tryed H&SC but again no KB results.

I have noticed that on initiating a search, the ZA tray icon shows some 2 way activity.

Hi bcastner
I read what you say about resolving my connectivity issues, but all appears OK in Network Diagnosics and as far as I can see, KB under H&SC is the only aspect of my connection that isn't working.

One pointer I can give is that another almost identical computer on the network doen't have this problem. When Starting a H&SC search ZA indicates that both MS H&SC + MS HC Hosting server are both active. On the problem machine MS H&SC is inactive! If I had to guess, I would say that H&SC (only) does not believe it has an internet connection. I don't know how to resolve that one.

 

[linney]

If you have been using a modified Hosts file try a basic unmodified one.

This article although for Secure sites may give you a few other ideas to try.

813444 - HOW TO: Troubleshoot Situations Where You Cannot Connect to Secure Web Sites by Using Internet Explorer in Windows XP

http://support.microsoft.com/default.aspx?scid=kb;en-us;813444&FR=1&PA=1&SD=HSCH

Check your Cookies as per this thread.

IE6 blocking

http://www.nytimes.com

only...
thread779-601162

 

[Rahosi]

Hi Linney
Did all as suggested by 813444
Temporarily renamed my Hosts file
Reset all IE Security settings to default
Added Microsoft.Com to IE Privacy - Allowable Web Sites.
Checked all ZoneAlarm Pro's additional features all turned off.
Restarting H&S under Services (Status was/is Started/Auto/LocalSystem, Dependant on RPC)
- all to no avail.
'Clutching at straws' thoughts.
Could something in Adaware6/Adwatch3 or TweakXPpro be causing it? Or Maybe some Registry Cleaning utility caused it?
As an experiment within ZoneAlarm Program Control I reset (just) MS Help & Support Center to 'ASK' from 'Allow' and ran H&SC. ZA did not 'ask' and it remains inactive (MS HC Hosting Service IS active). Think this area of why it doesn't ask is the problem. Strange that the ZA tray icon indicates Network activity when I [RET] the search.
Is it possible to reinstall just H&S?

 

[bcastner]

Did you: Start, Run, regsvr32 oleaut32.dll ?


Kelly suggested:
Help and Support - Did you know not working...

Delete the following file. C:\WINDOWS\PCHEALTH\HELPCTR\Config\News\newsver.xml

For advice how to re-install Help and Support, and a discussion of other issues:

http://www.kellys-korner-xp.com/xp_h.htm#h&s

 

[Rahosi]

Hi bcastner

Yes I did previously run regsvr32 oleaut32.dll

Re Kellys korner:-
Renamed newsver.xml
RUNNING 'helpctr -regserver' from CMD
Produces the response
'helpctr' is not recognized as an internal or external command, operable program or batch file.

Reinstalling Help and Support: C:\Windows\inf\pchealth.inf
(What fun that was when it kept asking for the SP1 directory, but SP1 was installed from an exe file)

SERVICES reports Started Automatic LocalSystem

Re-running sfc /scannow has made no difference but did produce the following reports which I have seen on previous sfc's.
The protected system file c:\windows\system32\devenum.dll could not be restored to its original, valid version. The file version of the bad file is 6.5.1.900 The specific error code is 0x800b0100 [No signature was present in the subject.].
The protected system file c:\windows\system32\quartz.dll could not be restored to its original, valid version. The file version of the bad file is 6.5.1.900 The specific error code is 0x800b0100 [No signature was present in the subject.].
Windows File Protection file scan completed successfully.
[Which wasn't answered in thread335-525022 But which most probably means it's not an issue here.]

Restoring winhlp32.exe for XPSP1 (Line 57) made no difference.
At this point I experimented and unticked the KB under Options in H&SC center. The 'MS KB (0 results) tab in the bottom LH corner is then not shown. It reappears when I re-ticked the KB under Options.

Saw this which looks as if it might create my problem (DID NOT RUN)
Tip: If you want to view only the locally stored Windows XP Help documentation in the Classic View: Go to Start/Run and type in: hh windows.chm

Checked all the listed Registry settings

On Checking my connections I did tick LAN setting, Automatically Detect Settings. (ADSL/Router Connection)

Again no difference.

A final QFECHECK now shows
Q810565: This hotfix should be reinstalled.
I uninstalled (Ignoring Health Warning) and Reinstalled.

The end result - Still no KB in H&SC.

 

[bcastner]

This perhaps:

http://support.microsoft.com/default.aspx?scid=kb;EN-US;Q307164

My read is that if in Internet Options, Connection, LAN, autodetect is not enabled, enable it. Or vice-versa.

Be careful if a proxy is enabled and not needed.

 

[Rahosi]

Tried with & without Autodetect - I don't use a proxy.
Also it can't be a quirk of the ADSL Modem / 4xRouter as other computers not affected & 'Did you Know' is updating.