MsInfo32 doesn't work

Question

I'm having lots of problems with my computer.  For one, Windows Automatic Updates, when I turn it on, I can't shutdown or restart my computer.  So, I decided to e-mail Microsoft about the problem.   They told me to 'run', 'Msinfo32.exe'...to get system info report to send to them .Well,  when I type 'Msinfo32.exe' in the run menu, a silly Dell Help and Support Window Pops Up. So, I went to the start menu and tried to find System Information under Accesories/System Tools. The same thing happens.  So, I found the Msinfo32.exe icon and tried that.  Same thing.  Also within this Dell Help and Support is a link to Msinfo32.exe.  I hit this link and the Dell Help and Support Window repops up.  In other words, I get nowhere.   Also, the tech from Microsoft said to go to 'run' and type 'services' and see what is listed. When I did that, NOTHING happened.  Zip.....   I run the Dell Check Up and it can't find anything wrong....   Don't know what to do....   THanks a bunch, Linda Dimension 8300 Windows XP home

Mary G · Answer

Did you type the quotation marks? If so, that could be the problem. Just go to the Run box and type msinfo32 and see if that works.

tgsmith · Answer

Linda, You clicked on Start|Run, typed in msinfo32, clicked OK and you get the Dell Help and Support Window?  With or without the quotes, the command should execute (or at least it does on my Dell). The System Information window should open. I have seen weird things like this happen. For no explicable reason, Windows XP remembered the last program opened and that's all it would open no matter what was typed on the Run command line.  Try this:   Press CTRL-ALT-DEL and open the Task Manager.  Now click on File|New Task (Run..) , type msinfo32 and click OK.  Does the same thing happen?   Tony

hyedelkm · Answer

Tony,

Yes, it happened again.

I tried it using the Task Manager, like you said, and I still get this Dell Support Window.

I didn't put the program in "quotes".

Whenever, I try anything with MSinfo32.exe, I get a Dell Support Window. The Dell Support Window even has a link to MSinfo32.exe, but when I type that link the original Dell Support Window just comes back again.

It's acting like a virus....

Thanks,

Linda

tgsmith · Answer

Linda, Research indicates you most likely have one of the ago/gaobot.** viruses.  What antivirus, antispyware programs are you running and are they up to date? Have you looked at the properties of the msinfo32.exe file, as to version. etc. While in your task manager, did you notice any processes  you do not recognize that appeared unusually active? Have you tried ending the Dell Support Agent program, and then seeing if msinfo32 would work correctly?     Tony   Message Edited by tgsmith on 12-05-2005 03:46 AM

joe53 · Answer

Hi:

There are a number of registry cleaners and index.dat file cleaners that can cripple your msinfo32 as you describe.

You might want to download a registry edit from this website: http://www.kellys-korner-xp.com/xp_tweaks.htm that might resolve your problem.

Scroll down to line 221, and click on the panel on the right. (Read the instructions at the top of the page first.)

Message Edited by joe53 on 12-05-2005 07:29 PM

hyedelkm · Answer

Tony and Joe,

Thank you so much for your suggestions.

Tony, I have Trend anti-virus, it is updated almost daily and I scan every day. I have several spyware programs, Microsoft, Adaware, Spybot, and AOL. They haven't found anything....however, that doesnt' mean that there isn't something there.

I checked all of the Msinfo32.exe programs. They are all the original version.

(BTW what is the purpose of folder "386?)

I also removed DSAgent from the start up.

The program that is poping up when I click MsInfo32.exe is the Dell OEM branded version of the Windows "Help and Support"...Helpctr.exe

I found Kelly's Corner to full of very interesting information.

I downloaded the registry fix to reinstate MsInfo32.exe. I made two copies of that fix. One, I converted to a text file and read it and checked it with my registry. The info on the fix and my registry were the same. However, I did click the fix to install it into the registry. Nothing changed.

Then, the Help and Support program came to my attention. There was a registry fix for the Help and Support program. I downloaded that, made two copies. The text file showed that my Helpctr.exe has totally different "numbers" and than thier registry fix showed. (By numbers I mean those huge long numbers that I assume are used to identify an event or program.) So, I was reluctant to try that specific fix.

Kelly Corner's CLSID number was 8E82AD02-D1A3-11D2-9374-00C04F72DAF7 and my computer's is HKEY_CLASSES_ROOT\CLSID\{FC7D9E02-3F9E-11d3-93C0-00C04F72DAF7} I didn't want to put something in my computer that didn't belong there.

However, I was wondering, "What would be the appropriate CLSID number for my Help and Support Program"? (Windows XP home, came with Service Pack 1 and downloaded Service Pack 2 about 6 months ago. )

However, by reading the website, I figured out there is apparently, a connection between System Information and the Help and Support Program. That website is full of a lot of information. Kelly referrs to any possible changes within the Windows/PCHealth folder as possible problems for malfunction of the Help and Support Program. When I opened up a few of the .cab files within PCHealth some of the XML files refer to System Information. For instance, in PC Health/Packages there is a .cab file that contains and XML that contains some stuff like this:

<FILEACTION="ADD" SOURCE="SIhtm_06.htm" URI="Sysinfo/sysComponentInfo.htm" SYS="TRUE" SYSHELP="FALSE" />

< FILE ACTION =" ADD " SOURCE =" SIhtm_03.htm " URI =" Sysinfo/sysinfosum.htm " SYS =" TRUE " SYSHELP =" FALSE " />

< FILE ACTION =" ADD " SOURCE =" SIhtm_12.htm " URI =" Sysinfo/sysSoftwareInfo.htm " SYS =" TRUE " SYSHELP =" FALSE " />

So, this is where I am at now. Trying to figure out issues with Help and Support.

I also have another question? What is the date of Service Pack 2? When I look up files and their properties, I will then be able to tell if it was part of Service Pack 2.

Thanks a bunch,

Linda

joe53 · Answer

Hi again Linda:

Your problem may be caused by a missing file caused "index.dat" which should be located in the folder: C:\WINDOWS\PCHEALTH\HELPCTR\OfflineCache
Can you navigate to this folder and see if it is missing? (You might have to configure Windows Explorer to show hidden files to see it.)

To see hidden files:

1. On the Tools menu in Windows Explorer, click Folder Options.
2. Click the View tab.
3. Under Hidden files and folders, click Show hidden files and folders.

If indeed it is missing, you can download a replacement from the same link as before:
http://www.kellys-korner-xp.com/xp_tweaks.htm

scroll down to #359 and download the index.dat zipfile on the right "Restore Offline Cache Index.dat"
Unzip it, and place it in the OfflineCache folder above.

EDIT: I just found this thread where a Dell user had the same problem as you, and solved it with the solution I suggested (see page 2):

http://forum.us.dell.com/supportforums/board/message?board.id=si_sysperf&message.id=17468&view=by_date_ascending&page=1

Message Edited by joe53 on 12-07-2005 07:48 PM

hyedelkm · Answer

Joe,

TA DA!!!!!!!!!!!!!

You were right!!!!!!!!!

Index.dat was missing from that folder. I downloaded the fix and now it works!!!

You guys must spend a lot of time hunting for this type of detailed information.
Like the guy in the other thread, I also have CCcleaner.

Thanks a bunch,

Linda

hyedelkm · Answer

Joe,

TA DA!

You were right!

Index.dat was missing from that folder. I downloaded the fix and now it works!!

You guys must spend a lot of time hunting for this type of detailed information.
Like the guy in the other thread, I also have CCcleaner.

Thanks a bunch,

Linda

hyedelkm · Answer

Now, I can get back to my original problem, which was Automatic Updates.  I'll start a new thread for that one! Linda

joe53 · Answer

Linda:

You are most welcome. I recalled your problem being mentioned when I was researching registry cleaners a while back.

Your experience reinforces my opinion that they are not worth the problems thay can cause.

Thanks for reporting back, and good luck with your other problem.

Windows General

MsInfo32 doesn't work

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