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Windows Help and Support (HelpPane.exe) Blank Page Problem RRS feed

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    Recently, I've had a problem with Help and Support on Win7 x32.
    When I open Help and Support a Blank Page appears with no other controls.
    Image : http://img214.imageshack.us/img214/2917/hasblank.png


    Tried:
    • System Restore (Not Helped)
    • Sfc /Scannow (Windows resource protection did not find any integrity violation)
    • regsvr32 hhctrl.ocx
    • regsvr32 HelpPaneProxy.dll
    • regsvr32 HHActiveX.dll

    Would like to avoid:


    Reinstalling Windows 7 (Only if that is the only solution)

    I've posted the message here also: http://answers.microsoft.com/en-us/windows/forum/windows_7-performance/microsoft-help-and-support-helppaneexe-blank-page/c8240926-dd8f-4895-8fd6-9840a443b01a#_self

    Friday, October 7, 2011 3:05 PM

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    I could finally reproduce your problem.

    Browse to this registry key: HKEY_CLASSES_ROOT\Interface\{8cec592c-07a1-11d9-b15e-000d56bfe6ee}\TypeLib and change the (Default) value to the following string:

    {8cec5860-07a1-11d9-b15e-000d56bfe6ee}

    Maybe you need to take ownership of that key from TrustedInstaller. If you receive an access denied error and you don't know how to take ownership of a registry key, post back and I will give you instructions.

    Microsoft MVP Windows Expert Consumer | http://blogs.msmvps.com/dmartin/ | http://www.wintecnico.com


    • Edited by Daniel MartínEditor Friday, October 14, 2011 12:19 AM
    • Marked as answer by Zex1 Friday, October 14, 2011 7:00 AM
    Friday, October 14, 2011 12:08 AM
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    This is a very interesting problem. Maybe some component the Help and Support application needs is not correctly registered on your computer. Some components and registry values are outside of the scope of WRP, so they are not validated by Sfc /scannow. 

    I would use Process Monitor (http://technet.microsoft.com/en-us/sysinternals/bb896645) to troubleshoot this problem.

    Download Process Monitor from the above link and run it on your computer. Click, Filter, Filter, form the filter "Process Name is HelpPane.exe then Include", and then click Add, OK. Minimize the Process Monitor window and try to open the Help and Support application again. When the problem occurs, restore the Process Monitor window and see that it has registered some information. Click File, Save as, compress the generated file and upload it to your SkyDrive account (for example) so that we can take a look and see what's happening on your computer.

    Microsoft MVP Windows Expert Consumer | http://blogs.msmvps.com/dmartin/ | http://www.wintecnico.com

    Saturday, October 8, 2011 7:40 PM
    Answerer
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    This is a very interesting problem. Maybe some component the Help and Support application needs is not correctly registered on your computer. Some components and registry values are outside of the scope of WRP, so they are not validated by Sfc /scannow. 

    I would use Process Monitor (http://technet.microsoft.com/en-us/sysinternals/bb896645) to troubleshoot this problem.

    Download Process Monitor from the above link and run it on your computer. Click, Filter, Filter, form the filter "Process Name is HelpPane.exe then Include", and then click Add, OK. Minimize the Process Monitor window and try to open the Help and Support application again. When the problem occurs, restore the Process Monitor window and see that it has registered some information. Click File, Save as, compress the generated file and upload it to your SkyDrive account (for example) so that we can take a look and see what's happening on your computer.

    Microsoft MVP Windows Expert Consumer | http://blogs.msmvps.com/dmartin/ | http://www.wintecnico.com

    Thank you for the reply.

    This was the first answer that was making some progress.

    Here you are sir(I hope you don't mind that I've uploaded to MediaFire): http://www.mediafire.com/?wpnffow207z8hbz


    • Edited by Zex1 Monday, October 10, 2011 3:58 PM
    Monday, October 10, 2011 3:58 PM
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    This is a very interesting problem. Maybe some component the Help and Support application needs is not correctly registered on your computer. Some components and registry values are outside of the scope of WRP, so they are not validated by Sfc /scannow. 

    I would use Process Monitor (http://technet.microsoft.com/en-us/sysinternals/bb896645) to troubleshoot this problem.

    Download Process Monitor from the above link and run it on your computer. Click, Filter, Filter, form the filter "Process Name is HelpPane.exe then Include", and then click Add, OK. Minimize the Process Monitor window and try to open the Help and Support application again. When the problem occurs, restore the Process Monitor window and see that it has registered some information. Click File, Save as, compress the generated file and upload it to your SkyDrive account (for example) so that we can take a look and see what's happening on your computer.

    Microsoft MVP Windows Expert Consumer | http://blogs.msmvps.com/dmartin/ | http://www.wintecnico.com

    Thank you for the reply.

    This was the first answer that was making some progress.

    Here you are sir(I hope you don't mind that I've uploaded to MediaFire): http://www.mediafire.com/?wpnffow207z8hbz



    Could you temporarily uninstall Internet Download Manager from your computer to see if it's interfering with Windows Help and Support?

    Microsoft MVP Windows Expert Consumer | http://blogs.msmvps.com/dmartin/ | http://www.wintecnico.com

    Tuesday, October 11, 2011 9:09 PM
    Answerer
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    This is a very interesting problem. Maybe some component the Help and Support application needs is not correctly registered on your computer. Some components and registry values are outside of the scope of WRP, so they are not validated by Sfc /scannow. 

    I would use Process Monitor (http://technet.microsoft.com/en-us/sysinternals/bb896645) to troubleshoot this problem.

    Download Process Monitor from the above link and run it on your computer. Click, Filter, Filter, form the filter "Process Name is HelpPane.exe then Include", and then click Add, OK. Minimize the Process Monitor window and try to open the Help and Support application again. When the problem occurs, restore the Process Monitor window and see that it has registered some information. Click File, Save as, compress the generated file and upload it to your SkyDrive account (for example) so that we can take a look and see what's happening on your computer.

    Microsoft MVP Windows Expert Consumer | http://blogs.msmvps.com/dmartin/ | http://www.wintecnico.com

    Thank you for the reply.

    This was the first answer that was making some progress.

    Here you are sir(I hope you don't mind that I've uploaded to MediaFire): http://www.mediafire.com/?wpnffow207z8hbz



    Could you temporarily uninstall Internet Download Manager from your computer to see if it's interfering with Windows Help and Support?

    Microsoft MVP Windows Expert Consumer | http://blogs.msmvps.com/dmartin/ | http://www.wintecnico.com

    I Removed Internet Download Manager completely from my computer. But it didn't help, as the problem is still there.

    Here is the new log : http://www.mediafire.com/?7ihdmzmqksv9k1h

    More info:

    • Internet Explorer 9 Installed (Also Reseted to default settings)
    • Antivirus not present
    • Windows Firewall ON
    • Computer is clean from viruses
    Wednesday, October 12, 2011 7:48 AM
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    If it means something, I'm also getting this information in event viewer:

    The description for Event ID 1904 from source HHCTRL cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

    If the event originated on another computer, the display information had to be saved with the event.

    The following information was included with the event:

    about:blank
    http://go.microsoft.com/fwlink?LinkID=45840

    But it says that it doesn't apply to Windows 7... (Only on Microsoft Windows XP Professional x64 Edition and Microsoft Windows Server 2003)

    I think that I'm missing some registry key/s that's preventing Win Help and Support to obtain Help Files.

    Thursday, October 13, 2011 5:56 PM
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    I could finally reproduce your problem.

    Browse to this registry key: HKEY_CLASSES_ROOT\Interface\{8cec592c-07a1-11d9-b15e-000d56bfe6ee}\TypeLib and change the (Default) value to the following string:

    {8cec5860-07a1-11d9-b15e-000d56bfe6ee}

    Maybe you need to take ownership of that key from TrustedInstaller. If you receive an access denied error and you don't know how to take ownership of a registry key, post back and I will give you instructions.

    Microsoft MVP Windows Expert Consumer | http://blogs.msmvps.com/dmartin/ | http://www.wintecnico.com


    • Edited by Daniel MartínEditor Friday, October 14, 2011 12:19 AM
    • Marked as answer by Zex1 Friday, October 14, 2011 7:00 AM
    Friday, October 14, 2011 12:08 AM
    Answerer
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    I could finally reproduce your problem.

    Browse to this registry key: HKEY_CLASSES_ROOT\Interface\{8cec592c-07a1-11d9-b15e-000d56bfe6ee}\TypeLib and change the (Default) value to the following string:

    {8cec5860-07a1-11d9-b15e-000d56bfe6ee}

    Maybe you need to take ownership of that key from TrustedInstaller. If you receive an access denied error and you don't know how to take ownership of a registry key, post back and I will give you instructions.

    Microsoft MVP Windows Expert Consumer | http://blogs.msmvps.com/dmartin/ | http://www.wintecnico.com


    :D Your the man. Finally fixed the irritating problem.
    Friday, October 14, 2011 7:00 AM
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    I could finally reproduce your problem.

    Browse to this registry key: HKEY_CLASSES_ROOT\Interface\{8cec592c-07a1-11d9-b15e-000d56bfe6ee}\TypeLib and change the (Default) value to the following string:

    {8cec5860-07a1-11d9-b15e-000d56bfe6ee}

    Maybe you need to take ownership of that key from TrustedInstaller. If you receive an access denied error and you don't know how to take ownership of a registry key, post back and I will give you instructions.

    Microsoft MVP Windows Expert Consumer | http://blogs.msmvps.com/dmartin/ | http://www.wintecnico.com


    :D Your the man. Finally fixed the irritating problem.

    You're welcome!

    Microsoft MVP Windows Expert Consumer | http://blogs.msmvps.com/dmartin/ | http://www.wintecnico.com

    Friday, October 14, 2011 11:45 AM
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    That registry key doesn't exist in my registry. Any other solutions?
    Tuesday, December 25, 2012 9:09 PM
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    I also have this problem, and tried your solution, but the Registry key already shows the correct information and is not owned by Trusted Installer...

    Any other ideas?

    Sunday, August 25, 2013 7:57 PM
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    At first I thought this didn't work and I have spent the better part of 2 days trying to fix this issue then I had bright Idea (sarcasm) I looked at the reg keys on another windows 7 machine and found my permissions were really messed up I had so many even [everyone] and many of them were set to complete control so I fixed that and still no go, I was ready to give up but on the off chance I restart my computer and now, Yay working again, if only I could remember after all this time what I wanted the help file for :) .  Thanks for the fix bro.
    Saturday, February 22, 2014 2:34 AM
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    I also agree with Zex1(D Your the man. Finally fixed the irritating problem). Friday, October 14, 2011 7:00 AM

    FYI You'll need to modify all 3 keys if you are running x64 bit version.

    <input id="4d91733d-b997-41f8-9194-9fc12dae635a_attachments" type="hidden" value="" />Ley 1. HKEY_CLASSES_ROOT\Interface\{8cec592c-07a1-11d9-b15e-000d56bfe6ee}\TypeLib

    Key 2. HKEY_CLASSES_ROOT\Wow6432Node\Interface\{8cec592c-07a1-11d9-b15e-000d56bfe6ee}\TypeLib

    Key 3. HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Classes\Interface\{8cec592c-07a1-11d9-b15e-000d56bfe6ee}\TypeLib

    Cheers.

    Monday, September 21, 2015 9:46 PM
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    I also agree with Zex1(D Your the man. Finally fixed the irritating problem). Friday, October 14, 2011 7:00 AM

    FYI You'll need to modify all 3 keys if you are running x64 bit version.

    <input id="4d91733d-b997-41f8-9194-9fc12dae635a_attachments" type="hidden" value="" />Ley 1. HKEY_CLASSES_ROOT\Interface\{8cec592c-07a1-11d9-b15e-000d56bfe6ee}\TypeLib

    Key 2. HKEY_CLASSES_ROOT\Wow6432Node\Interface\{8cec592c-07a1-11d9-b15e-000d56bfe6ee}\TypeLib

    Key 3. HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Classes\Interface\{8cec592c-07a1-11d9-b15e-000d56bfe6ee}\TypeLib

    Cheers.

    I'm hopeful that this will work in Windows 10 as well. I'm pretty sure I'm experiencing the same issue. Wish me luck! I'll report back with the results in case it will be helpful for others.

    ~Thanks!

    Kristin♥

     
    Sunday, June 19, 2016 4:31 AM