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Solved: Msinfo, Help and Support launch problem

Discussion in 'Windows XP' started by SMM, Jan 24, 2006.

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  1. SMM

    SMM Thread Starter

    Joined:
    Jan 24, 2006
    Messages:
    6
    When I launch System Information or Help and Support Centre (from the run command, the shortcuts or the actual .exe's themselves) then the process shows in Task Manager for a second and then just closes.
    At the same time that this problem first occured, my Office documents (.xls, .doc, etc...) stopped opening from Explorer. They open fine if I use the application's own File/Open menu.
    Could these problems be related?
    Ive done the following:
    - daily virus scan (latest virus defs for AVG 7)
    - ran Ad-Aware SE Personal after updating defs
    - ran sfc scannow
    - tried a previous Restore point

    None of the above helped.

    What can I do?????

    PS: I am using Windows XP Professional with SP2, AVG 7 antivirus, Office 2003 Small Business Edition. Windows Update is running automatically and Firewall is enabled.

    Stephen
     
  2. cyclone5uk

    cyclone5uk

    Joined:
    Jul 24, 2005
    Messages:
    89
    Check to see if the problem still happens when you are in safe mode.

    To get into the Windows 2000 / XP Safe mode, as the computer is booting press and hold your "F8 Key" which should bring up the "Windows Advanced Options Menu". Use your arrow keys to move to "Safe Mode" and press your Enter key.

    If the problem does not occur in safe mode then there is a process running in the background that is causing it. It would be a good idea to post a HJT log so we can look for what that process is.
     
  3. SMM

    SMM Thread Starter

    Joined:
    Jan 24, 2006
    Messages:
    6
    Hi Cyclone5uk,

    Everything works in Safe Mode.

    Here is the HJT Log as you suggested...

    Logfile of HijackThis v1.99.1
    Scan saved at 08:10:38 AM, on 25/01/2006
    Platform: Windows XP SP2 (WinNT 5.01.2600)
    MSIE: Internet Explorer v6.00 SP2 (6.00.2900.2180)

    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\nslsvice.exe
    C:\WINDOWS\system32\svchost.exe
    C:\WINDOWS\System32\svchost.exe
    C:\Program Files\Stardock\Object Desktop\WindowBlinds\wbload.exe
    C:\WINDOWS\system32\spoolsv.exe
    C:\WINDOWS\Explorer.EXE
    C:\WINDOWS\System32\igfxtray.exe
    C:\WINDOWS\System32\hkcmd.exe
    C:\Program Files\Samsung\SmarThru\PORTCTRL.EXE
    C:\WINDOWS\system32\RunDll32.exe
    C:\PROGRA~1\Grisoft\AVGFRE~1\avgcc.exe
    C:\WINDOWS\system32\ctfmon.exe
    C:\Program Files\Spybot - Search & Destroy\TeaTimer.exe
    C:\WINDOWS\system32\netdde.exe
    C:\Program Files\Adobe\Acrobat 5.0\Distillr\AcroTray.exe
    C:\Program Files\Samsung\SmarThru\QS.exe
    C:\Program Files\WordWeb\wweb32.exe
    C:\PROGRA~1\Grisoft\AVGFRE~1\avgamsvr.exe
    C:\PROGRA~1\Grisoft\AVGFRE~1\avgupsvc.exe
    C:\WINDOWS\system32\cisvc.exe
    C:\Program Files\Common Files\Microsoft Shared\VS7DEBUG\MDM.EXE
    C:\WINDOWS\System32\svchost.exe
    C:\WINDOWS\System32\wbem\wmiapsrv.exe
    C:\PROGRA~1\Samsung\SmarThru\LogService.EXE
    C:\PROGRA~1\Samsung\SmarThru\SS.EXE
    C:\PROGRA~1\Samsung\SmarThru\GWMDMSHARE.EXE
    C:\PROGRA~1\Samsung\SmarThru\UtlServer.EXE
    C:\PROGRA~1\Samsung\SmarThru\AGENT32.EXE
    C:\WINDOWS\System32\dmadmin.exe
    C:\Program Files\DAP\DAP.EXE
    C:\Program Files\Internet Explorer\iexplore.exe
    C:\Program Files\Internet Explorer\iexplore.exe
    C:\Program Files\Hijack This\HijackThis.exe

    R1 - HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings,ProxyServer = proxy.netpoint.co.za:3128
    R0 - HKCU\Software\Microsoft\Internet Explorer\Toolbar,LinksFolderName =
    R3 - URLSearchHook: (no name) - <default> - (no file)
    O2 - BHO: DAPHelper Class - {0000CC75-ACF3-4cac-A0A9-DD3868E06852} - C:\Program Files\DAP\dapbho.dll
    O2 - BHO: AcroIEHlprObj Class - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Adobe\Acrobat 7.0\ActiveX\AcroIEHelper.dll
    O2 - BHO: (no name) - {53707962-6F74-2D53-2644-206D7942484F} - C:\PROGRA~1\SPYBOT~1\SDHelper.dll
    O2 - BHO: Google Toolbar Helper - {AA58ED58-01DD-4d91-8333-CF10577473F7} - c:\program files\google\googletoolbar1.dll
    O2 - BHO: Windows Genuine Tool - {c815ace8-3dbf-4ffd-8231-ab1d21e8b7ee} - %SystemRoot%\system32\catsrvpsb.dll (file missing)
    O4 - HKLM\..\Run: [PRONoMgrWired] C:\Program Files\Intel\PROSetWired\NCS\PROSet\PRONoMgr.exe
    O4 - HKLM\..\Run: [IgfxTray] C:\WINDOWS\System32\igfxtray.exe
    O4 - HKLM\..\Run: [HotKeysCmds] C:\WINDOWS\System32\hkcmd.exe
    O4 - HKLM\..\Run: [GW Port Controller] C:\Program Files\Samsung\SmarThru\PORTCTRL.EXE
    O4 - HKLM\..\Run: [Cmaudio] RunDll32 cmicnfg.cpl,CMICtrlWnd
    O4 - HKLM\..\Run: [AVG7_CC] C:\PROGRA~1\Grisoft\AVGFRE~1\avgcc.exe /STARTUP
    O4 - HKCU\..\Run: [ctfmon.exe] C:\WINDOWS\system32\ctfmon.exe
    O4 - HKCU\..\Run: [SpybotSD TeaTimer] C:\Program Files\Spybot - Search & Destroy\TeaTimer.exe
    O4 - Global Startup: Acrobat Assistant.lnk = C:\Program Files\Adobe\Acrobat 5.0\Distillr\AcroTray.exe
    O4 - Global Startup: Adobe Reader Speed Launch.lnk = Acrobat 7.0\Reader\reader_sl.exe
    O4 - Global Startup: SmarThru Engine.lnk = Samsung\SmarThru\QS.exe
    O4 - Global Startup: WordWeb.lnk = C:\Program Files\WordWeb\wweb32.exe
    O8 - Extra context menu item: &Download with &DAP - C:\Program Files\DAP\dapextie.htm
    O8 - Extra context menu item: &Google Search - res://C:\Program Files\Google\GoogleToolbar1.dll/cmsearch.html
    O8 - Extra context menu item: &Translate English Word - res://C:\Program Files\Google\GoogleToolbar1.dll/cmwordtrans.html
    O8 - Extra context menu item: &WordWeb... - res://C:\WINDOWS\system32\wweb32.dll/lookup.html
    O8 - Extra context menu item: Backward Links - res://C:\Program Files\Google\GoogleToolbar1.dll/cmbacklinks.html
    O8 - Extra context menu item: Cached Snapshot of Page - res://C:\Program Files\Google\GoogleToolbar1.dll/cmcache.html
    O8 - Extra context menu item: Download &all with DAP - C:\Program Files\DAP\dapextie2.htm
    O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\PROGRA~1\MICROS~2\OFFICE11\EXCEL.EXE/3000
    O8 - Extra context menu item: Similar Pages - res://C:\Program Files\Google\GoogleToolbar1.dll/cmsimilar.html
    O8 - Extra context menu item: Translate Page into English - res://C:\Program Files\Google\GoogleToolbar1.dll/cmtrans.html
    O9 - Extra button: (no name) - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\j2re1.4.1\bin\npjpi141.dll
    O9 - Extra 'Tools' menuitem: Sun Java Console - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\j2re1.4.1\bin\npjpi141.dll
    O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~1\MICROS~2\OFFICE11\REFIEBAR.DLL
    O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
    O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
    O12 - Plugin for .spop: C:\Program Files\Internet Explorer\Plugins\NPDocBox.dll
    O16 - DPF: {17492023-C23A-453E-A040-C7C580BBF700} (Windows Genuine Advantage Validation Tool) - http://go.microsoft.com/fwlink/?linkid=39204
    O16 - DPF: {6E32070A-766D-4EE6-879C-DC1FA91D2FC3} (MUWebControl Class) - http://update.microsoft.com/microsoftupdate/v6/V5Controls/en/x86/client/muweb_site.cab?1137661207250
    O16 - DPF: {E123BED4-B8C7-42BB-958F-F13CA77EF95D} (Anark Client ActiveX Control) - http://install.anark.com/client/version2/windows-ie/en/AMClient.cab
    O18 - Protocol: ms-help - {314111C7-A502-11D2-BBCA-00C04F8EC294} - C:\Program Files\Common Files\Microsoft Shared\Help\hxds.dll
    O20 - Winlogon Notify: igfxcui - C:\WINDOWS\SYSTEM32\igfxsrvc.dll
    O20 - Winlogon Notify: WB - C:\PROGRA~1\Stardock\OBJECT~1\WINDOW~1\fastload.dll
    O21 - SSODL: IconPackager Repair - {1799460C-0BC8-4865-B9DF-4A36CD703FF0} - C:\Program Files\Stardock\Object Desktop\IconPackager\iprepair.dll
    O23 - Service: AVG7 Alert Manager Server (Avg7Alrt) - GRISOFT, s.r.o. - C:\PROGRA~1\Grisoft\AVGFRE~1\avgamsvr.exe
    O23 - Service: AVG7 Update Service (Avg7UpdSvc) - GRISOFT, s.r.o. - C:\PROGRA~1\Grisoft\AVGFRE~1\avgupsvc.exe
    O23 - Service: InCD File System Service (InCDsrv) - AHEAD Software - C:\Program Files\Ahead\InCD\InCDsrv.exe
    O23 - Service: Lotus Notes Single Logon - IBM Corp - C:\WINDOWS\system32\nslsvice.exe
    O23 - Service: Intel NCS NetService (NetSvc) - Intel(R) Corporation - C:\Program Files\Intel\PROSetWired\NCS\Sync\NetSvc.exe
    O23 - Service: Pml Driver HPZ12 - HP - C:\WINDOWS\System32\HPZipm12.exe

    Thanks! Your help would be appreciated.
     
  4. lotuseclat79

    lotuseclat79

    Joined:
    Sep 12, 2003
    Messages:
    20,583
    Hi Stephen,

    Welcome to TSG!

    Check to see if the following folder contains a required index.dat file for running System Information: C:\WINDOWS\pchealth\helpctr\OfflineCache

    If not, then its likely one of the cleaners you may have run has removed it. Here is the fix:
    Fix is in post#5 of the following thread uploaded from mike5532g at:
    http://forums.techguy.org/windows-n...tem-information-help-support.html#post2776367

    Even if you have an index.dat file, maybe you should replace it with the one from the fix as yours may have been corrupted. OTOH, you may have an entirely different problem whether you replace the file or not.

    -- Tom
     
  5. SMM

    SMM Thread Starter

    Joined:
    Jan 24, 2006
    Messages:
    6
    Hi Tom

    My index.dat was there. Tried the fix from post#5... in any case, but unfortunately it didn't help. It seems that I do have "an entirely different problem ".

    Stephen
     
  6. SMM

    SMM Thread Starter

    Joined:
    Jan 24, 2006
    Messages:
    6
    To anyone that is interrested, this problem is FIXED.
    After creating an integrated XP and XPSP2 bootable CD I performed an Upgrade installation of Windows XP. Lo and behold this did not change the situation.
    In total frustration I started uninstalling every single little third-party application / utility on my machine. Silly me! That WAS the problem!!!! Which of the little rascals it was, I don't know and I don't care.
    I'm soooo Happy!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
     
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