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Solved: System Information Error - Wont Load

Discussion in 'Windows XP' started by Celtic_eyes, Feb 10, 2007.

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  1. Celtic_eyes

    Celtic_eyes Thread Starter

    Joined:
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    Messages:
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    Hi, I have tried to get into system information via Programmes, Accessories, System Tools and it won't load. I get an error message saying Microsoft Help and Support has encountered a problem and needs to close.
    I was trying to see what was going on with a usb/sony camera problem and only just noticed that I didnt have system information to refer to.
    Can anyone help please?
    Thank you.
     
  2. Rollin' Rog

    Rollin' Rog

    Joined:
    Dec 9, 2000
    Messages:
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    Run eventvwr.msc and look under the Applications log for a related error; double click that to read the description and use the double-paper copy icon to post it here.

    Try running the exe directly and see if it still faults:

    run msinfo32.exe

    If it does, there is a .dat file that if deleted sometimes fixes problems but I have to do some research to locate it, it's been a while.
     
  3. Celtic_eyes

    Celtic_eyes Thread Starter

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    Messages:
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    Hi, Thank you for getting back to me. I did what you asked and there are loads of red errors, all the application errors are the same. The second one is an application hang and I didn't know if you would need this too. This is the last one listed. I ran msinfo32.exe and it still faults. I'm also unable to perform a system restore even with my Norton 2006 security thing unchecked. Jeeze I'm a mess.



    Event Type: Error
    Event Source: Application Error
    Event Category: None
    Event ID: 1000
    Date: 10/02/2007
    Time: 21:00:31
    User: N/A
    Computer: SUE-D75B5FF1094
    Description:
    Faulting application helpctr.exe, version 5.1.2600.2180, faulting module msioff10.ocx, version 10.0.0.1509, fault address 0x000042c7.

    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
    Data:
    0000: 41 70 70 6c 69 63 61 74 Applicat
    0008: 69 6f 6e 20 46 61 69 6c ion Fail
    0010: 75 72 65 20 20 68 65 6c ure hel
    0018: 70 63 74 72 2e 65 78 65 pctr.exe
    0020: 20 35 2e 31 2e 32 36 30 5.1.260
    0028: 30 2e 32 31 38 30 20 69 0.2180 i
    0030: 6e 20 6d 73 69 6f 66 66 n msioff
    0038: 31 30 2e 6f 63 78 20 31 10.ocx 1
    0040: 30 2e 30 2e 30 2e 31 35 0.0.0.15
    0048: 30 39 20 61 74 20 6f 66 09 at of
    0050: 66 73 65 74 20 30 30 30 fset 000
    0058: 30 34 32 63 37 0d 0a 042c7..


    and....
    Event Type: Error
    Event Source: Application Hang
    Event Category: (101)
    Event ID: 1002
    Date: 10/02/2007
    Time: 20:49:54
    User: N/A
    Computer: SUE-D75B5FF1094
    Description:
    Hanging application HelpCtr.exe, version 5.1.2600.2180, hang module hungapp, version 0.0.0.0, hang address 0x00000000.

    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
    Data:
    0000: 41 70 70 6c 69 63 61 74 Applicat
    0008: 69 6f 6e 20 48 61 6e 67 ion Hang
    0010: 20 20 48 65 6c 70 43 74 HelpCt
    0018: 72 2e 65 78 65 20 35 2e r.exe 5.
    0020: 31 2e 32 36 30 30 2e 32 1.2600.2
    0028: 31 38 30 20 69 6e 20 68 180 in h
    0030: 75 6e 67 61 70 70 20 30 ungapp 0
    0038: 2e 30 2e 30 2e 30 20 61 .0.0.0 a
    0040: 74 20 6f 66 66 73 65 74 t offset
    0048: 20 30 30 30 30 30 30 30 0000000
    0050: 30 0
     
  4. Rollin' Rog

    Rollin' Rog

    Joined:
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    Messages:
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    The first is evidently a Microsoft Office 10 extension; I don't have this.

    http://www.google.com/search?client=opera&rls=en&q=msioff10.ocx,&sourceid=opera&ie=utf-8&oe=utf-8

    I think I would look for a backup of this file on the computer possibly in the c:\I386 cabinet files, if none found, you could try repairing or reinstalling office.

    There is a download here for it; there is only one version of this file. It looks copacetic.

    http://www.afreeocx.com/ocx/download/2849/MSIOFF10.OCX

    You will need to search for the location of your current file to see where it goes.

    After copying it, go to start> run and try entering:

    regsvr32 msioff10.ocx and see if it self registers -- it should.

    http://support.microsoft.com/dllhelp/default.aspx?l=55&fid=111424

    Looks like the link above should point you to its location
     
  5. Celtic_eyes

    Celtic_eyes Thread Starter

    Joined:
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    Messages:
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    Hi Rollin,
    Ok I downloaded the file from afreeocx.com and found it should be in c. programme files. common files. Microsoft shared. MSInfo so I put it there. It's an active X control. When I came to open it I have .... Loadlibrary("C\ Program")failed - the specified module could not be found. I copied and pasted your regsvr32 msioff10.ocx and then I get .... Loadlibrary("msioff10.ocx") failed - The specified module could not be found. I think I may just have to find the Office disc and re-install. Thank you so much for your help. It really is appreciated.
     
  6. Rollin' Rog

    Rollin' Rog

    Joined:
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    That's curious -- if there were more than one version of that file I'd think you had the wrong version.

    Here's a thought -- reboot the computer to clear out any helpctr processes from running -- then locate that file and rename it or just remove it entirely from the directory where it should be.

    What error do you get when the file cannot be found? Not all missing files are fatal errors.

    Lol, I just installed Office 2007 recently and I notice it adds a whole section of Office components to system information. Sheesh ... that's probably what yours is looking for.
     
  7. Celtic_eyes

    Celtic_eyes Thread Starter

    Joined:
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    Messages:
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    Ok I rebooted... after a cup of tea !!! lol.
    I ran eventvwr.msc and the last error was an hour ago ( I also have yellow triangles which I forgot to mention) see below the first thingy.

    Event Type: Error
    Event Source: Application Error
    Event Category: None
    Event ID: 1000
    Date: 10/02/2007
    Time: 22:14:48
    User: N/A
    Computer: SUE-D75B5FF1094
    Description:
    Faulting application helpctr.exe, version 5.1.2600.2180, faulting module msioff10.ocx, version 10.0.0.1509, fault address 0x000042c7.

    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
    Data:
    0000: 41 70 70 6c 69 63 61 74 Applicat
    0008: 69 6f 6e 20 46 61 69 6c ion Fail
    0010: 75 72 65 20 20 68 65 6c ure hel
    0018: 70 63 74 72 2e 65 78 65 pctr.exe
    0020: 20 35 2e 31 2e 32 36 30 5.1.260
    0028: 30 2e 32 31 38 30 20 69 0.2180 i
    0030: 6e 20 6d 73 69 6f 66 66 n msioff
    0038: 31 30 2e 6f 63 78 20 31 10.ocx 1
    0040: 30 2e 30 2e 30 2e 31 35 0.0.0.15
    0048: 30 39 20 61 74 20 6f 66 09 at of
    0050: 66 73 65 74 20 30 30 30 fset 000
    0058: 30 34 32 63 37 0d 0a 042c7..


    Yellow Triangle.

    Event Type: Warning
    Event Source: Userenv
    Event Category: None
    Event ID: 1517
    Date: 10/02/2007
    Time: 23:05:27
    User: NT AUTHORITY\SYSTEM
    Computer: SUE-D75B5FF1094
    Description:
    Windows saved user SUE-D75B5FF1094\Sue registry while an application or service was still using the registry during log off. The memory used by the user's registry has not been freed. The registry will be unloaded when it is no longer in use.

    This is often caused by services running as a user account, try configuring the services to run in either the LocalService or NetworkService account.

    For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.


    When I open system information by running msinfo32.exe I no longer get that microsoft error message, the system info does open but with "Cannot collect Information - Cannot access the Windows Management Instrumentation Software. Windows Management Files may be moved or missing. (cos it's on my desk top now)...lol.

    Thanks so much Rollin... :eek:)
     
  8. Celtic_eyes

    Celtic_eyes Thread Starter

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    I'm off to bed Rog, thank you for your time.
    I think I'm getting there and if I can get that MSIOFF10.OCX file to load I'm sure it will cure all kinds of things.
    At least I know that when the file is in the right place I get the first error message... encountered a problem and have to close etc... but when the file isnt there then at least the system information box loads even without the information as the file is missing.
    I've downloaded the same file from a couple of other sites and I'm getting the same can't load message, so I guess tomorrow is another battle...lol.
    Thanks again,
    Take care,
    Sue.
     
  9. Rollin' Rog

    Rollin' Rog

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    45,855
    Still getting this then?

    msioff10.ocx

    when the file is there -- but just missing info when not?

    Well that might call for a reinstall of Office 10 I guess.

    The Userenv error can be resolved, but it's unrelated, just install this:

    http://www.microsoft.com/downloads/...6D-8912-4E18-B570-42470E2F3582&displaylang=en

    The "WMI" error is a bit tricky. I believe, in theory, it can be reinstalled by locating the "wbemoc.inf" file in c:\windows\INF and go through the right click > Install process. At least I recall having seen this as a suggestion for reinstalling. Surely you will be prompted for a disk.

    Or there is a command line install given here:

    http://72.14.253.104/search?q=cache...oc.inf"&hl=en&ct=clnk&cd=4&gl=us&client=opera

    However MS does provide a diagnostic utility for WMI -- and it will tell you what it can't find -- not all errors are fatal -- I get some as well when running it.

    http://www.microsoft.com/downloads/...d6-18d1-4d05-b11e-4c64192ae97d&displaylang=en
     
  10. Celtic_eyes

    Celtic_eyes Thread Starter

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    Yes that's right... when the file is there I get the initial error message. When the file is out of the folder its just the missing info so Im going to re-install office tomorrow.
    I downloaded the fix for the userenv, thank you that was the easy bit....lol.
    I got the WMI diognostic tool which scared me to death so I'm not even going to look at that :eek:
    Am hoping that when I reload Office that the msioff.ocx file will be back up and running and will cure the whole system information thing... which will let me see why my new Sony camera isnt recognised by my usb port ... which is why I got into this whole mess in the first place :rolleyes:
    If that doesnt work I'm going back to a roll of film instead...lol.
    Thank you so much once again.
    Best wishes from England.
    Sue.
     
  11. Rollin' Rog

    Rollin' Rog

    Joined:
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    The Sony error is probably a different animal -- you want a separate thread for that if you haven't already started one.

    We can remove and reinstall USB devices in the Device Manager which is often an issue. There is a special way of doing it.

    Verify that other USB devices are recognized. Also keep in mind that Windows requires no extra software for USB cameras -- that's all bells and whistles from the vendor. However the device should be recognized when you plug it in.

    You're most welcome for my input.
     
  12. Celtic_eyes

    Celtic_eyes Thread Starter

    Joined:
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    Morning Rog,
    Thank you for your input on the camera. My usb ports do recognise other devices. I will take a look at the camera and start another thread when I've sorted out the office/system information problem later tonight.
    I'm going to uninstall Office for a start then reload it. I'm hoping this is why I can't do a system restore too... who knows... one thing seems to lead to another...lol.
    I'm out for the day but will attempt my explorations when I get home tonight.
    Have a great day there.
    Sue.
     
  13. Rollin' Rog

    Rollin' Rog

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    Problems with System Restore are usually due to a corrupt cache; unfortunately the only way to get it working, if it is, is to flush all the restore points and start over with it. This is done by turning it off, rebooting and turning it on again.

    I would recommend getting it working before you do any aggressive USB troubleshooting -- I will have a suggestion when you are ready -- which involves a little registry diving and possibly deleting any current references to the camera vendor in a certain location.
     
  14. Celtic_eyes

    Celtic_eyes Thread Starter

    Joined:
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    Messages:
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    Hi Rog, I've spent most of today trying to cure the system information problem. I ran the WMIDiag tool and found I had 60 missing files which I saved from a working pc and loaded into windows.system32.wbem folder. This enabled me to activiate two of the three WMI services in computer management but not the third service WMI Performance Adapter.
    I am missing the Repository folder in windows.system32.wbem and am totally at a loss to know what to do next.
    Any ideas? lol... a nightmare.
    Thanks, Sue.
     
  15. Celtic_eyes

    Celtic_eyes Thread Starter

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    Me again !!! I followed the link you gave to Ramesh's site and repaired the Repository File from my Windows CD. EVERYTHING IS WORKING !!! I have system information back !!! Can't thank you enough Rog, I really do appreciate your help and direction.
    Many many thanks :)
    Sue.
     
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