"Help and Support" feature is missing after you install Microsoft Windows Server 2003 SP2 on a computer that is running Windows Small Business Server 2003

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Article ID: 937231 - View products that this article applies to.
For a Microsoft Windows Server 2003 Service Pack 2 version of this article, see 937055.
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SYMPTOMS

After you upgrade a Microsoft Windows Small Business Server 2003-based (Windows SBS) computer to Microsoft Windows Server 2003 Service Pack 2 (SP2), the Help and Support feature is not available when you click Start. Additionally, you may also experience the following problems:
  • When you type msinfo32.exe or helpctr.exe at a command prompt to try to start Help and Support manually, you receive the following error message:
    Windows cannot open Help and Support because a system service is not running. To fix this problem, start the service named 'Help and Support'.
  • The Help tab is not available in programs that are running on the upgraded Windows SBS-based computer.
  • The Help tab is not available when you click some Help-related URLs in Event Viewer on the Windows SBS-based computer.

RESOLUTION

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/?ws=support
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, you must have Windows Server 2003 Service Pack 2 installed on the computer.

Restart requirement

You do not have to restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace any other hotfixes.

File information

The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in Coordinated Universal Time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time item in Control Panel.
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File nameFile versionFile sizeDateTimePlatform
Windowsserver2003-kb937231-x86-enu.exe1.0.0.0494,47214-May-200716:24x86

WORKAROUND

To work around this issue, you must reinstall the "Help and Support" service. To do this, follow these steps:
  1. Close all applications that use HelpCtr Service.
  2. At a command prompt, type the following commands, and then press ENTER after each command:
    • %windir%\pchealth\helpctr\binaries\HelpSvc.exe /regserver /svchost netsvcs /RAInstall
    • %windir%\pchealth\helpctr\binaries\HSCUpd.exe -i %windir%\pchealth\helpctr\binaries\hscmui.cab
    • %windir%\pchealth\helpctr\binaries\HSCUpd.exe -i %windir%\pchealth\helpctr\binaries\hscsp_l3.cab

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

MORE INFORMATION

For more information, click the following article number to view the article in the Microsoft Knowledge Base:
824684 Description of the standard terminology that is used to describe Microsoft software updates

Properties

Article ID: 937231 - Last Review: October 8, 2011 - Revision: 4.0
APPLIES TO
  • Microsoft Windows Small Business Server 2003 Premium Edition
  • Microsoft Windows Small Business Server 2003 Standard Edition
  • Microsoft Windows Small Business Server 2003 R2 Premium Edition
  • Microsoft Windows Small Business Server 2003 R2 Standard Edition
Keywords: 
kbautohotfix kbexpertiseinter kbbug kbfix kbHotfixServer kbqfe KB937231

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