PDA

View Full Version : windows help crashing



GameJunkie
08-09-2009, 11:56 AM
having trouble with the help app on my laptop, keeps crashing for some reason

my anti-virus/spyware/malware wont update either.

could it be the university network doing this??

the help app was updated a couple days ago but dont think this caused the problem.

all programs are allowed through the firewall so am not sure what to do.

cheers

Blam
08-09-2009, 12:02 PM
Post a HijackThis log.

If the Uni uses a proxy then the AVs will have have that set in the options/preferences.

sal
08-09-2009, 12:08 PM
Press F1?

GameJunkie
08-09-2009, 12:16 PM
heres the HJT, and pressing function f1 launches the help but it crashes straight away sal

Logfile of Trend Micro HijackThis v2.0.2
Scan saved at 11:15:25 a.m., on 8/09/2009
Platform: Windows Vista SP2 (WinNT 6.00.1906)
MSIE: Internet Explorer v8.00 (8.00.6001.18813)
Boot mode: Normal

Running processes:
C:\Windows\SYSTEM32\taskeng.exe
C:\Windows\system32\Dwm.exe
C:\Windows\Explorer.EXE
C:\Program Files\Synaptics\SynTP\SynTPEnh.exe
C:\Program Files\Hewlett-Packard\HP Quick Launch Buttons\QLBCtrl.exe
C:\Program Files\Hewlett-Packard\HP Wireless Assistant\HPWAMain.exe
C:\Program Files\ESET\ESET NOD32 Antivirus\egui.exe
C:\Program Files\IDT\WDM\sttray.exe
C:\Program Files\Hewlett-Packard\TouchSmart\Media\Kernel\CLML\CLMLSvc.exe
C:\Program Files\Hewlett-Packard\TouchSmart\Media\TSMAgent.exe
c:\Program Files\ATI Technologies\ATI.ACE\Core-Static\MOM.exe
C:\Program Files\Java\jre6\bin\jusched.exe
C:\Program Files\Hewlett-Packard\Media\DVD\DVDAgent.exe
C:\Program Files\SUPERAntiSpyware\SUPERANTISPYWARE.EXE
C:\Windows\ehome\ehtray.exe
C:\Program Files\Logitech\SetPoint\SetPoint.exe
C:\Windows\ehome\ehmsas.exe
C:\Program Files\Hewlett-Packard\HP wireless Assistant\WiFiMsg.EXE
C:\Program Files\Hewlett-Packard\Shared\HpqToaster.exe
C:\Program Files\Common Files\Logishrd\KHAL2\KHALMNPR.EXE
C:\Program Files\ATI Technologies\ATI.ACE\Core-Static\CCC.exe
C:\Program Files\Synaptics\SynTP\SynTPHelper.exe
C:\Program Files\Mozilla Firefox\firefox.exe
C:\Windows\system32\SearchFilterHost.exe
C:\Program Files\Trend Micro\HijackThis\HijackThis.exe

R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://nz.yahoo.com/?fr=fp-yie8
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://nz.yahoo.com/?fr=fp-yie8
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://ie.redirect.hp.com/svs/rdr?TYPE=3&tp=iehome&locale=en_nz&c=91&bd=Pavilion&pf=cnnb
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Search_URL = http://go.microsoft.com/fwlink/?LinkId=54896
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://ie.redirect.hp.com/svs/rdr?TYPE=3&tp=iehome&locale=en_nz&c=91&bd=Pavilion&pf=cnnb
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,SearchAssistant =
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,CustomizeSearch =
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Window Title = Windows Internet Explorer provided by Yahoo!Xtra
R1 - HKCU\Software\Microsoft\Windows\CurrentVersion\Int ernet Settings,ProxyOverride = *.local
R0 - HKCU\Software\Microsoft\Internet Explorer\Toolbar,LinksFolderName =
R3 - URLSearchHook: Yahoo!Xtra Toolbar - {EF99BD32-C1FB-11D2-892F-0090271D4F88} - C:\Program Files\Yahoo!\Companion\Installs\cpn\yt.dll
O1 - Hosts: ::1 localhost
O2 - BHO: &Yahoo! Toolbar Helper - {02478D38-C3F9-4efb-9B51-7695ECA05670} - C:\Program Files\Yahoo!\Companion\Installs\cpn\yt.dll
O2 - BHO: AskBar BHO - {201f27d4-3704-41d6-89c1-aa35e39143ed} - C:\Program Files\AskBarDis\bar\bin\askBar.dll
O2 - BHO: Windows Live ID Sign-in Helper - {9030D464-4C02-4ABF-8ECC-5164760863C6} - C:\Program Files\Common Files\Microsoft Shared\Windows Live\WindowsLiveLogin.dll
O2 - BHO: Java(tm) Plug-In 2 SSV Helper - {DBC80044-A445-435b-BC74-9C25C1C588A9} - C:\Program Files\Java\jre6\bin\jp2ssv.dll
O2 - BHO: SingleInstance Class - {FDAD4DA1-61A2-4FD8-9C17-86F7AC245081} - C:\Program Files\Yahoo!\Companion\Installs\cpn\YTSingleInstan ce.dll
O3 - Toolbar: Yahoo!Xtra Toolbar - {EF99BD32-C1FB-11D2-892F-0090271D4F88} - C:\Program Files\Yahoo!\Companion\Installs\cpn\yt.dll
O3 - Toolbar: Foxit Toolbar - {3041d03e-fd4b-44e0-b742-2d9b88305f98} - C:\Program Files\AskBarDis\bar\bin\askBar.dll
O4 - HKLM\..\Run: [SynTPEnh] C:\Program Files\Synaptics\SynTP\SynTPEnh.exe
O4 - HKLM\..\Run: [QlbCtrl.exe] C:\Program Files\Hewlett-Packard\HP Quick Launch Buttons\QlbCtrl.exe /Start
O4 - HKLM\..\Run: [hpWirelessAssistant] C:\Program Files\Hewlett-Packard\HP Wireless Assistant\HPWAMain.exe
O4 - HKLM\..\Run: [egui] "C:\Program Files\ESET\ESET NOD32 Antivirus\egui.exe" /hide /waitservice
O4 - HKLM\..\Run: [StartCCC] "c:\Program Files\ATI Technologies\ATI.ACE\Core-Static\CLIStart.exe" MSRun
O4 - HKLM\..\Run: [SysTrayApp] %ProgramFiles%\IDT\WDM\sttray.exe
O4 - HKLM\..\Run: [CLMLServer for HP TouchSmart] "C:\Program Files\Hewlett-Packard\TouchSmart\Media\Kernel\CLML\CLMLSvc.exe"
O4 - HKLM\..\Run: [SmartMenu] %ProgramFiles%\Hewlett-Packard\HP MediaSmart\SmartMenu.exe
O4 - HKLM\..\Run: [TSMAgent] "C:\Program Files\Hewlett-Packard\TouchSmart\Media\TSMAgent.exe"
O4 - HKLM\..\Run: [Kernel and Hardware Abstraction Layer] KHALMNPR.EXE
O4 - HKLM\..\Run: [SunJavaUpdateSched] "C:\Program Files\Java\jre6\bin\jusched.exe"
O4 - HKLM\..\Run: [DVDAgent] "C:\Program Files\Hewlett-Packard\Media\DVD\DVDAgent.exe"
O4 - HKCU\..\Run: [SUPERAntiSpyware] C:\Program Files\SUPERAntiSpyware\SUPERAntiSpyware.exe
O4 - HKCU\..\Run: [ehTray.exe] C:\Windows\ehome\ehTray.exe
O4 - HKUS\S-1-5-19\..\Run: [Sidebar] %ProgramFiles%\Windows Sidebar\Sidebar.exe /detectMem (User 'LOCAL SERVICE')
O4 - HKUS\S-1-5-19\..\Run: [WindowsWelcomeCenter] rundll32.exe oobefldr.dll,ShowWelcomeCenter (User 'LOCAL SERVICE')
O4 - HKUS\S-1-5-20\..\Run: [Sidebar] %ProgramFiles%\Windows Sidebar\Sidebar.exe /detectMem (User 'NETWORK SERVICE')
O4 - Startup: Logitech . Product Registration.lnk = C:\Program Files\Common Files\Logishrd\eReg\SetPoint\eReg.exe
O4 - Global Startup: Logitech SetPoint.lnk = C:\Program Files\Logitech\SetPoint\SetPoint.exe
O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\PROGRA~1\MICROS~2\Office12\EXCEL.EXE/3000
O9 - Extra button: Send to OneNote - {2670000A-7350-4f3c-8081-5663EE0C6C49} - C:\PROGRA~1\MICROS~2\Office12\ONBttnIE.dll
O9 - Extra 'Tools' menuitem: S&end to OneNote - {2670000A-7350-4f3c-8081-5663EE0C6C49} - C:\PROGRA~1\MICROS~2\Office12\ONBttnIE.dll
O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~1\MICROS~2\Office12\REFIEBAR.DLL
O16 - DPF: {D27CDB6E-AE6D-11CF-96B8-444553540000} (Shockwave Flash Object) - http://fpdownload2.macromedia.com/get/flashplayer/current/swflash.cab
O18 - Protocol: skype4com - {FFC8B962-9B40-4DFF-9458-1830C7DD7F5D} - C:\PROGRA~1\COMMON~1\Skype\SKYPE4~1.DLL
O20 - Winlogon Notify: !SASWinLogon - C:\Program Files\SUPERAntiSpyware\SASWINLO.DLL
O23 - Service: Andrea ST Filters Service (AESTFilters) - Andrea Electronics Corporation - C:\Windows\System32\DriverStore\FileRepository\stw rt.inf_805f33de\aestsrv.exe
O23 - Service: Agere Modem Call Progress Audio (AgereModemAudio) - Agere Systems - C:\Windows\system32\agrsmsvc.exe
O23 - Service: Apple Mobile Device - Apple Inc. - C:\Program Files\Common Files\Apple\Mobile Device Support\bin\AppleMobileDeviceService.exe
O23 - Service: Ati External Event Utility - ATI Technologies Inc. - C:\Windows\system32\Ati2evxx.exe
O23 - Service: Bonjour Service - Apple Inc. - C:\Program Files\Bonjour\mDNSResponder.exe
O23 - Service: Com4QLBEx - Hewlett-Packard Development Company, L.P. - C:\Program Files\Hewlett-Packard\HP Quick Launch Buttons\Com4QLBEx.exe
O23 - Service: Eset HTTP Server (EhttpSrv) - ESET - C:\Program Files\ESET\ESET NOD32 Antivirus\EHttpSrv.exe
O23 - Service: Eset Service (ekrn) - ESET - C:\Program Files\ESET\ESET NOD32 Antivirus\ekrn.exe
O23 - Service: HP Health Check Service - Hewlett-Packard - c:\Program Files\Hewlett-Packard\HP Health Check\hphc_service.exe
O23 - Service: hpqwmiex - Hewlett-Packard Development Company, L.P. - C:\Program Files\Hewlett-Packard\Shared\hpqwmiex.exe
O23 - Service: HP Service (hpsrv) - Hewlett-Packard Corporation - C:\Windows\system32\Hpservice.exe
O23 - Service: InstallDriver Table Manager (IDriverT) - Macrovision Corporation - C:\Program Files\Common Files\InstallShield\Driver\1050\Intel 32\IDriverT.exe
O23 - Service: iPod Service - Apple Inc. - C:\Program Files\iPod\bin\iPodService.exe
O23 - Service: Logitech Bluetooth Service (LBTServ) - Logitech, Inc. - C:\Program Files\Common Files\Logishrd\Bluetooth\LBTServ.exe
O23 - Service: LightScribeService Direct Disc Labeling Service (LightScribeService) - Hewlett-Packard Company - C:\Program Files\Common Files\LightScribe\LSSrvc.exe
O23 - Service: Recovery Service for Windows - Unknown owner - C:\Program Files\SMINST\BLService.exe
O23 - Service: Audio Service (STacSV) - IDT, Inc. - C:\Windows\System32\DriverStore\FileRepository\stw rt.inf_805f33de\STacSV.exe
O23 - Service: TV Background Capture Service (TVBCS) (TVCapSvc) - Unknown owner - C:\Program Files\Hewlett-Packard\Media\TV\Kernel\TV\TVCapSvc.exe
O23 - Service: TV Task Scheduler (TVTS) (TVSched) - Unknown owner - C:\Program Files\Hewlett-Packard\Media\TV\Kernel\TV\TVSched.exe

--
End of file - 8945 bytes

Speedy Gonzales
08-09-2009, 12:25 PM
Looks ok to me, but you can tick these then tick fix checked

Close browsers

Uninstall askbar

O4 - HKLM\..\Run: [StartCCC] "c:\Program Files\ATI Technologies\ATI.ACE\Core-Static\CLIStart.exe" MSRun

O4 - HKLM\..\Run: [SysTrayApp] %ProgramFiles%\IDT\WDM\sttray.exe

O4 - HKLM\..\Run: [SunJavaUpdateSched] "C:\Program Files\Java\jre6\bin\jusched.exe"

O4 - Startup: Logitech . Product Registration.lnk = C:\Program Files\Common Files\Logishrd\eReg\SetPoint\eReg.exe

Look in event viewer, and see what file is crashing

If the AV can update at home, its probably the uni blocking something

GameJunkie
08-09-2009, 12:39 PM
done those,

here's the event data

helppane.exe
6.0.6001.18000
4791945e
apds.dll
6.0.6002.18005
49e036f0
c0000005
00041b58
ec0
01ca3010f5fa4c6d

Speedy Gonzales
08-09-2009, 12:49 PM
Search for it tick inc hidden files, if there's more than 1 copy of it, rename the one in the windows folder to helppane.old for now, and copy the other to C:\windows. See what happens. Is this 32 or 64 bit vista?

GameJunkie
08-09-2009, 12:53 PM
vista HP 32bit

and cant find it by searching with show hidden files ticked

GameJunkie
08-09-2009, 01:34 PM
just got an email back from the IT people at uni and they say it is blocked.

weird cos i've never had the update prob at uni before.......

Blam
08-09-2009, 03:22 PM
just got an email back from the IT people at uni and they say it is blocked.

weird cos i've never had the update prob at uni before.......

Probably because they realised that there were multiple users updating their AV at Uni, and therefore wasting bandwidth, so they blocked it?

GameJunkie
08-09-2009, 07:00 PM
yea, oh well...