This post is more than 5 years old
6 Posts
0
5186
April 21st, 2013 10:00
missing help and support center
I recently encountered a problem after trying to download drivers for a laptop. This happened on my desktop. After downloading anything I typically run malwarebytes to check for problems and run an antivirus scan. When I tried to run malware bytes anti malware it would not start. I tried to update it and the update would not complete. The icon disappeared from my desktop and the program itself no longer appears in my programs. So I tried to run McAfee and it will not run. It gets to the scan page and stalls at "undefined %". So I tried to access help and support to roll the machine back to before I downloaded the drivers and help and support is no longer there. When I click on help and support I get this message... Windows cannot find helpcenter.exe.
I tried to use my xp service pack 2 disk to reinstall and or repair files and this did not work. I also tried helpctr -regserver to no avail. I also downloaded IOBit malware fighter and ran a scan and it came back negative.
Any help would be greatly appreciated!
Robert
Dell Dimension 4550 P4 2.4Ghz 2GB memory. Windows XP sp3 McAfee antivirus.
Bugbatter
3 Apprentice
•
20.5K Posts
1
April 21st, 2013 18:00
I was not aware that you had been working on an infected computer at another time.
Did you try going to System Restore using an alternative method?
It is best to download drivers from your computer manufacturer's site. As stated in another discussion regarding that HERE " The reason is that OEMs typically customize drivers, for optimum performance on their particular hardware."
Other options to fix the problem would be to take the computer back to factory settings or reinstall Windows. BE WARNED, a factory restore will erase all data stored on the C:\ drive so be sure to backup anything that you want to save on external media before carrying out the restore. Make sure you have the installation CDs and product keys for all your installed software (eg Microsoft Office, etc). Be aware that, you'll have to download/install the Windows Service Pack(s) and all other Microsoft updates and hotfixes after running PC Restore.
Both of those measures are rather drastic unless you have good backups.
Considering that you posted this on the Virus & Spyware Forum, if you think there is malware involved in something you downloaded, you could get help running some diagnostics on the Malware Removal Forum at SpywareHammer and have the staff trained in malware removal walk you through the diagnostic logs and a cleanup. They do not use remote access but will advise you step-by-step on what you can do. Please do not attempt to run any additional scans, install software, or use any other tools until an analyst can advise you on the next step. Please use the same username there as you have here. Help is free, but you will need to register there and follow the posting instructions. Don't forget to check your email and click on the link they send you in order to confirm your registration. The posting instructions at the top of their Malware Removal Forum will inform you of where to download DDS and how to run a scan to post the output information.
In addition, there are other options listed at the top of the this forum. Some are free; some require a fee. Please use only one resource. It can be counter-productive to have too many people trying to help. Good luck! :emotion-1:
Bugbatter
3 Apprentice
•
20.5K Posts
0
April 21st, 2013 15:00
Hi Robert,
If you can answer a few questions, that might help us to diagnose the problem.
1. What were your symptoms that made you think you needed drivers?
2. Where did you download them from, and did you actually install the drivers?
3. Did you try to use System Restore to go back to a time before you tried the driver download?
rdoma219
6 Posts
0
April 21st, 2013 17:00
First off the drivers were for a laptop that I was working on and not for the infected computer and it needed the drivers to connect to the internet. I downloaded them from one of several sites, Driver guide, or others. I could not use system restore as help and support was erased from my computer.
rdoma219
6 Posts
0
April 22nd, 2013 15:00
Thanks bugbatter! I found a back door of sorts to system restore and was able to use a system restore point. I usually use manufacturers drivers for products installed on equipment. In this case it had an aftermarket wifi card installed and the driver was not available from Dell. I have not had a problem such as this that I could not figure out. But it is still better to have outside help to diagnose something (two heads are better than one)! I am still not sure if it was trojan or some other malware. The scans that I ran were not conclusive and did not provide any leads. Thanks again for your help!
Bugbatter
3 Apprentice
•
20.5K Posts
0
April 22nd, 2013 15:00
You're welcome. :emotion-1: