BT Broadband Desktop Help Update (or not....)

Hi All
I've been getting a message to update my desktop help for a while now - everytime I try I get to a screen that tells me this needs permission to elevate and to click next and wait (it says "This update requires elevation. On clicking
Next you will see an image similar to:") I click next then it does nothing - I'm running Win7 64bit
Any thoughts?
Bob

I suffered the same issue and discovered that the popup window was behind the one I was working on

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BT Broadband Desktop Help Update ~ a problem.

I'm not sure if this is the correct place to post my question, but here goes:
In the past few days the following has occurred and I am finding it irritating, so I am hoping you can give me advice as to a cure.
I switch on my PC and a pop-up window appears, captioned BT Broadband Desktop Help Update, advising me there is an update available. I click OK and it downloads / installs the update. Finally the window advises the BT Broadband Desktop Help has been successfully updated and I click the Finish button.
However, the next time I switch on my PC I am once again advised it needs updating and I go through the whole routine again.
Question: how do I stop this happening?
BTW I do not want to uninstall the software as, in the past, it has been very helpful.
Solved!
Go to Solution.

Thank you for your continued interest in this matter.
Current situation: whem I switch on the PC I no longer get the pop-up window reminding me to update the s/w. However, if I run the s/w the IE page tells me I need to update, which I do but it still tells me to perform an update.
Thus I decided to uninstall the package (followed by a re-instal) and now find I can't carry this out using Add/Remove programs as it starts to remove and then freezes.
I am therefore going to make a fresh posting asking for an alternate method of uninstallation ~ I have carried out a Forum search but found nothing of any relevance.

Broadband Desktop Help Update

I keep receiving a B T pop-up advising me that a critical update is available for Broadband Desktop Help. When I click on update I get to a screen which tells me that "This update requires elevation, click on next to proceed". Clicking on next has no effect and nothing happens. Does anyone know why ?

Hi Voyager, welcome to the forum.
The general view amongst the users here is to bin BBDHelp.
Causes more trouble than its worth.
Any BB problems, come back here ASAP
AQ.
"Welcome to Royston Vasey - You'll never leave."

BT Broadband Desktop Help Update Problem

When I start my computer up I get a pop-up informing me that I have a critical update to download. When I accept it take me to the download page, but the progress does not go beyond 0%. Does anyone know a solutio to this?
Thanks in advance.

You could try un-installing and re-installing Desktop Help. Or avoid getting these error messages ever again by un-installing it, and then NOT installing it again.
Desktop Help isn't needed to get a working internet connection.

Desktop Help update problem

When I had to use Desktop help it told me a new update was available. But when I tried to download it I get a message "Sorry we've been unable to download the BT Desktop Help updater. "
It suggests I refer to bt.com/help/DTH/troubleshoot , but when I try that I get an Error 404 and cannot find that page via Google either.
I am on Windows 7 and I tried setting IE security to medium but that did not help.
Solved!
Go to Solution.

Kingside wrote:
Sorry to show my ignorance - but how do I send a message to DarrenB?
No problem,
Click on this link http://community.bt.com/t5/user/viewprofilepage/user-id/22151
and send him a private message. Look on the right of the screen.
You may get a reply from him if he is not too busy.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Re: BT Broadband Desktop Help problem

I am new to this FORUM and as yet have not been able to find how to open a THREAD so I have taken this facility to post my query or should it be queries.
According to the BT.Com website the Broadband Desktop Help program functions with XP, Vista and Windows 7. Each of these have their own email client program, Outlook Express (XP), Windows Mail (Vista) and Windows Live Mail (Windows 7). These are all flagged as being functional with the Desktop Help program,
Several weeks ago one or two of my BT email addresses started to be flagged as being a problem and they were not confined to one PC. Checking the Properties of these addresses and comparing them with other BT email address I could not find any apparent difference in their properties.
Taking my PC which has been running XP and Outlook Express (OE) for a number of years without any apparent problems. The only thing that I had done was to add a couple of additional BT email addresses and I thought that the configuration with these may be the problem so I used the Desktop Help Program. This initially did not flag any problems with my setup of OE.
Thus I checked the email program on a PC running Vista with Windows Mail, this occasionally flagged different addresses failing. I also tried the same exercise of checking the email's on a PC running Windows 7, this also appeared to display a similar problem with the email addresses.
I believe that when a User setup an email address he basically enters a limited number of parameters and the remainder of the setting are preset for or by the Mail Server.
After trying to confirm all the properties across the email's client and could not find any reason for the dropouts I resorted to the use of the Desktop Help program in an attempt to resolve the problems.
With OE, sometimes when running 'TROUBLESHOOT EMAIL'S' I get a display notifying me that one of the addresses fail and the program offers to fix it. Taking this step the next display informs me that the .
'Diagnostic Check' was succesful, confirming that the Connection and email setting are correct.
I would be quite happy at this point except the display goes on to say ''We have fixed the following email settings' without any notification of wahat has been changed.
Seeing that XP and Vista have ceased to be supported by Microsoft, I wish to move up to Windows 7, thus the use of Desktop Help with these other Microsoft Windows version.
This is where another apparent problem exists with the program. When initiallising the program on either Vista or Windows 7 I am informed by the program that NO EMAIL CLIENT PROGRAM is installed. Selecting various links in the displays I get VERY CONFUSING dispays. With Vista the secong display informs me that I have 'Windows Mail 32 Bit installed.
Taking the recommended Support Path, contacting 0800 111 4567, I explain the problem to them along with the fact that an email address which functioned YESTERDAY and has done so for sometime has dropped out. The reaponse I get is can I go online to the BT-YAHOO Mail Server and access each of my Emails adresses, my reply is YES, rsponse there is no problem. Question, Why does the address dropout when using OE, response, we do not support OE.
The fact that not only does OE dropout and also BT Desktop Help flags a problem does not register with them that there is a problem.
Mentioning that Desktop Help has an apparent problem accross the Windows OS systems iis of no concern of them as it is a BT product and they are BT-YAHOO, which I would have thought would concern them.
When I have been able to get in touch with BT.COM about these apparent problems I am informed that no action will be taken because no other USER has flagged the problem.

Your post has nothing to do with the BT Desktop help thread, would you like assistance with your broadband speed?
If so, then please start a new thread here BB Speed/Connection Issues
Thanks.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Post Moved BT Broadband Desktop Help

post moved http://community.bt.com/t5/The-Lounge/Why-BT-Broadband-Desktop-Help/m-p/462991/message-uid/462991#U4...
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

If its not broken, then don't try and fix it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Post Moved BT Broadband Desktop help problem

Post Moved to Other BB Queries http://community.bt.com/t5/Other-BB-Queries/BT-Broadband-Desktop-Help-problem/td-p/46973
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Hi FrankC
I am sorry this still a problem.
If you could drop me an email please with your BT account and telephone number along with a link back to this thread I'll get this sorted out for you.
Just send to the address in my profile.
With regards to the thread being marked as solved as the original poster you can unmark the thread as solved. Just select 'Options' at the top right of the post. KerryG has posted up a pretty useful guide on this here.
Cheers
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

BT Broadband Desktop Help - Failure to launch

I have been trying to access my desktop help (initially installed from BT Infinity Disc) wtih no success, it would launch but several aspects would not permit me to see the relevant pages of help. So I checked online and saw I could download the program which I have now done. The new version won't launch at all. I get a script error coming up asking if I want scripts to run but when I click yes nothing happens.
I am running 64-bit windows 7 on my laptop which is having the desktop problems. On our main pc (windows XP) we have no issues at all.
This has all come to a head as I'm trying to network the printers on the pc with the laptop and I can't use the Broadband help wizard to connect them all together.
Any advice on how to resolve the help installation/launch would be apprieciated. I am going to try reloading it all from the disc to see if that makes any difference.

try completing the steps below :-
Click start - All programs - BT Broadband Desktop Help - Uninstall (also look in add/remove programs)
Open task manager, check and if found:
remove BTHelpNotifier.exe
remove McciServiceHost.exe
remove McciTrayApp.exe
stop McciCMService.exe in services (control panel - Administrative Tools - Services)
In registry, delete the following (start - Run - Regedit)
HKEY_LOCAL_MACHINE\SOFTWARE\Motive
HKEY_CURRENT_USER\Software\Motive
delete the following folders if still present
C:\Program Files\Common Files\Motive
C:\Program Files\BT Broadband Desktop Help
Important - RESTART YOUR PC
Download the latest Desktop help client from www.bt.com/help/broadbandhelp

New version of BT Broadband Desktop Help Installat...

I've been prompted to dowload and install a new version of BT Broadband Desktop Help for weeks and weeks. But it won't install - after 2 prompts to run it, the IE page says there is a problem and to try again later.
My next thoughts are to totally uninstall and then reinstall from scratch.
Any ideas? I am running Chrome and Vista Home Basic.
Solved!
Go to Solution.

Hi follow the steps below and it should resolve the problem plus you will get entred in the the prize draw RESULT !!!
Click start - All programs - BT Broadband Desktop Help - Uninstall (also look in add/remove programs)
Open task manager, check and if found:
remove BTHelpNotifier.exe
remove McciServiceHost.exe
remove McciTrayApp.exe
stop McciCMService.exe in services (control panel - Administrative Tools - Services)
In registry, delete the following (start - Run - Regedit)
HKEY_LOCAL_MACHINE\SOFTWARE\Motive
HKEY_CURRENT_USER\Software\Motive
delete the following folders if still present
C:\Program Files\Common Files\Motive
C:\Program Files\BT Broadband Desktop Help
Important - RESTART YOUR PC
Download the latest Desktop help client from www.bt.com/help/broadbandhelp

BT Broadband Desktop Help suddenly stopped launchi...

Broadband Desktop Help has been working fine for 3 months but I have been unable to launch it for the last 3 days. I have uninstalled and re-installed it but to no avail. I'm a broadband novice so woulkd welcome any help or suggestions.

You may like to try the instructions on the link below, which was written by one of the support people.
Problems with Desktop Help
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

The update for Broadband Desktop Help - not workin...

Hi and good morning to all, what a fabulous morning, should be outside in the sun.
The problem I have is that the latest upgrade for BT BB Desktop Help keeps popping up on the screen, however, after the download has completed there is a message that "one or more problems has been encountered" and to try later.
I have repeated this exercise many many times with the same result.
Is this not a problem, a me problem, a my computer problem or a BT problem?

MartinGOM wrote:
Well I tried to find the upgrade file in a forest of sales products and no help at all.
I will give up on this waste of time, who needs to upgrade Desktop Help anyway?
P****d off and busy.
MartinGOM,
It's on this page http://bt.custhelp.com/app/answers/detail/a_id/12941 and the link to the downloader/installer is http://pbttbc.bt.motive.com/motivedocs/discus/BTBBDesktopHelpInstall.exe
Should have said last time, but couldn't remember where I got it from
I know the experts say that it's a load of tosh - but it can help at least point you in the right direction. Better luck next time...
Cheers!
There are 11 kinds of people in the world..... Those who understand binary, those who don't and those, like me, who wish they'd never heard of it...

4.7 Desktop SW Update does not let you choose what drive to install onto

I have my 4.7 Desktop SW installed on my D: Drive. Today I checked for updates and it came back & told me that there was an update available that came out yesterday 6/5/2009 consisting of 111 MB. I clicked on the update button and let it install. It changed my application to be installed on the C: Drive. I do not want the BlackBerry Desktop Software to be installed on the C: Drive. I want it to be on the D: Drive but the update installation process does not give you the option to customize where you want it to be installed.
Is there a way to download the update and then choose where you want it to be installed?

Hi and Welcome to the Forums!
I just launced my DM and indeed receive the same message. There is a location that you can download DM from, but I don't know if it has this update or not...you can try: http://na.blackberry.com/eng/services/desktop/
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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Desktop Help Update

I keep getting the message that there is a critical Update for desktop help!! when following the link I select next and nothing at all happens? Windows 7 64 bit

I too have had this problem except it does keep trying to download an update, gets so far and then a message saying we are experiencing problems, please try later. Its an irritation rather than a concern, but I ams suprised there is not anything n a prominant place on the forum to indicate what the problem is.
I know that as a diagnostic tool that it is not that brilliant but it has occassionally resolved issues for me.

Desktop help Update failure

On attemting to update Desktop help I get a failure:
Update failure.
The update failed for an unexpected reason. We recommend restarting your computer and trying the update again.
Needless to say when I restarted and retried i get the same failure
N.b. A few days ago I posted a problem because the DTH download failed and a fix for that was provided. I originally added this problem to the thread on that topic - but noone replied so I guess it was lost in the volume of posts. Therefore
I am starting a new thread in the hope someone can advise.

you have had a reply on your earlier post it is best not to start new posts on the same subject as it could cause you to miss a reply
Here is the link back to your old post http://community.bt.com/t5/Other-BB-Queries/Desktop-Help-update-problem/m-p/609552#M29020
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

BT Broadband Desktop Help Update (or not....)

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