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/Deskto​p-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’

Similar Messages

  • 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. 

  • 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/us​er-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.

  • 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

  • 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.

  • 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."

  • 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.

  • Apps tab of Creative Cloud desktop helper constantly displays "Download error. press retry or contact customer support". I've quit CC desktop helper, restarted computer, checked network settings, relogged in. Cannot download any new apps or updates. HELP

    Apps tab of Creative Cloud desktop helper constantly displays "Download error. press retry or contact customer support". As well as reloading, I've also quit CC desktop helper, restarted computer, checked network settings, relogged in. Cannot download any new apps or updates. please help.
    System: Mac OSX 10.9.4. 3.4ghz intel core i7, 8gb ram

    Hello,
    Adobe has brought these new links in this matter:
    Troubleshoot Creative Cloud download and install issues and
    App doesn’t open; progress wheel spins continually
    Please have a look there. If necessary and for further questions click through http://helpx.adobe.com/contact.html and if "open" please use chat, I had the best experiences. I quote from Preran: The chat button is activated as soon as there is an agent available to help.
    Good luck!
    Hans-Günter

  • Firmware Update Failure? Extreme help needed

    I was trying to update my ipod but when i tried to restore it, it suddenly stopped, then it said firmware update failure. No my ipod is screwed up again. This is the second time. The first time i sent it away and they gave me a new one, i followed the directions they gave on updating and restoring to windows settings, but now my ipod shows the apple, then the exclamation mark folder with a website below that. i need help cuz i don't want to send it away again.

    ok i think i may have just fixed it, and for all of you who may run into this problem. I just tried restoring it on my friends computer, and i think i fixed the problem.

  • X6 ovi maps update failure... please help!

    Hi everyone,
    I just got my X6 yesterday... I tried installing maps 3.03 on my X6, after the installation, a software update named 'ovi maps - with free navigations' appeared... I tried starting the update many times, but it kept on giving out the 'update failture' message... what happened? how can I fix this update failure and continue using my maps?
    Please help!!!!
    Thanks in advance

    1. Download Ovi Maps 3.03 for X6 from HERE
    2. Delete the cities folder and qf file from your phone (should be in mass memory)
    3. Install the downloaded sis file on your phone.
    4. Open the maps app on your phone and wait until folder structure is recreated
    5. Connect your phone to Ovi Suite
    6. Open View>Go To>Maps
    7. Download the maps for your country
    8. Download the voice guidance for your phone
    If you find my post helpful please click the green star on the left under the avatar. Thanks.

  • Update BT Desktop Help Software

    Solved!
    Go to Solution.

    Out of interest I just tried it and it did say an update was available and the update button link worked for me. Latest version 12.1.
    These are the Windows services it seems to use which I normally have disabled at start up.
    As has been said before if you search the web there are some questions around the pcCMService being a possible backdoor for malware. Not sure what BT have to say about that.
    https://community.bt.com/t5/Other-Broadband-Queries/bt-desktop-help-pccmservice/td-p/713308

  • "Firmware Update Failure", please help

    Okay so my brand new 20GB iPod photo refuses to have the systems software loaded onto it, everytime I try and use the iPod Updater (yes I have the newest version) it says: "Firmware Update Failure. Disk write error." I've got it connected with USB 2.0, it shows up as a removable storage device in my computer but doesn't show up at all in iTunes.
    So if any of you know what's going on please give me a hand.

    JamesBond said:
    That means that USB2 port is not compatible with the iPod?
    I don't think so. More along the lines that the iPod is not USB 2.0 compliant, or properly certified, or it has a bug somewhere.
    Basicly if a device is USB 2.0 compliant, it will work with a USB 1.1 port, just very slowly.
    from www.usb.org, if a "device" has passed the certification and has earned the proper "High Speed USB" logo http://www.usb.org/developers/compliance/logo/usbhs125.gif it also HAS to work with a USB 1.0 port otherwise it won't earn the logo.
    Now, this begs the question... has the iPod passed it's tests and earned it's High Speed USB certification logo? I can't find any of Apples products that have the logo, can someone point me to them?
    Apple is a memeber of the USB Implementers Forum, Inc (and only has one person that is a member).
    You can find some good information about USB at www.usb.org. Specificly that it is no longer refered to as USB 2.0, but as "High Speed USB" (just semantics)

  • 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...

  • 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

  • Unending connectivity problems -- and Desktop Help...

    I'm wasting so much time on connectivity problems that it's positively wearying. Prior to the installation of BT Infinity here in April, I had a low quality broadband service because of the length of the line from the exchange: if I could get a download speed of 1.2Mbps and an upload of a quarter of that, I was doing well. 
    BT advised that thanks to fibre optic, my Internet should run much faster. So we had Infinity installed. I'm registered with Speedtest.net so am able to see my performance record.
    The average download speed is now aroun d 6Mbps and the average upload, more than that at 7Mbps. How an upload speed can consistently be faster than a download escapes me.
    But I'm not familiar with the ways of Internet connectivity and try as a I might, can't get my head around it.
    This desktop computer runs Vista OS. Vista was **bleep** when it came out and is renowned for its botched handling of Internet connections. So I'm not blaming BT for the literally unending connectivity problems that are occurring now, with line drops, speeds slowing to a crawl, and no guarantee that any connection will last. But it would be good to actually use BT software to help fathom out what's going wrong here, and today's typical morning which looks like this:
    1) Boot up computer. Automatic connection to hub via Netgear USB wireless adapter. Hub is on ground floor of this 3-storey property but signal strength from hub  is excellent, as confirmed by inSSIDer monitoring, currently showing 54 with no other networks anywhere near that figure.
    2) Perhaps 5 minutes after connection established, it's then lost. 'Local Only' is displayed. This is, apparently, a known Vista problem. But Microsoft has issued a fix for it. I know this, because it took 100 hours of ploughin g the Net to find out that MS had finally admitted to one more Vista screw-up. I've used the Microsoft router "fix it" before and it didn't work ("failed to process") so uninstalled it and have DL'd it again now and run it. This time it says it has fixed everything.
    3) Computer is re-booted to make the fix effective. Computer connects to Internet. Speedtest.net check yet again confirms that upload speed is faster than download speed.
    4) Connection dies. So much for Microsoft Fix It.
    5) Windows diagnostics reports that it can re-set the IP profile (or something.) I click yes. The re-set goes through. Connectivity is restored. 10 minutes later, connectivity is lost. Just a red X in the tray. No connection of any kind, not even that daft 'Local Connection' only alert.
    6) Reboot. Yet again. BT Desktop Help was installed here and ran OK when we were using our Netgear DSG34 router. But since the change to the BT Hub, the BT program has never run at all. So-oo. . . It has been uninstalled. And then re-DL'd and re-installed. And though the installation  has been completed, clicking on 'launch' has failed to launch anything. But anyway. An hour ago, in one of the brief periods today when the Internet connection was holding up, I Revo-ed out the earlier install, DL'd BT desktop Help and re-installed it. . . and I'm still at the same stage as always, with a  Firefox browser page that's open and completely blank and has been for the past 30 minutes. The URL is:
    file:///C:/Program%20Files/BT%20Broadband%20Desktop%20Help/btbb/Start.html
     Repeated page re-loading gets nowhere. Malwarebytes PRO is turned OFF to prevent any possibility of blocking and the antivirus is termporaily SUSPENDED. This PC runs on Windows standard firewall but even turning that OFF doesn't get the page to load. Copying the address into Internet Explorer in case there's a Firefox problem merely results in Firefox being opened and the same blank page running there.
    7) After all that. . . Connection lost yet again and this time, Windows cannot connect at all. It reports that the "wireless network security key is not correct". I happen to know that it is, because this is maybe the 20th time it has reported this in the past 10 days and every time I have to key in the "correct" key all over again. . . at which point Windows still says it isn't correct and cannot repair.
    Turning off the computer completely, unplugging from the wall, holding in the power switch for a full minute to clear the circuits, traipsing up and dowen three flights of stairs to turn off the hub, then wait, then turn the power back onm again. . . Ah, wot fun times I'm having here with my particular versioin of Infinity (as in, an infinity of connectivcity problems.)
    Summary: I seem to be being simultaneously hit with one issue after another.
    I'm bewildered as to why ever since Infinity was installed here, my upload speed is generally faster than my download speed. I'm not happy with endless Internet connection failures though am thinking that Vista is playing a large part here with its "wrong security key" and unending 'Local Only / Limited Connection' failures. I do miss my Netgear router and the ability to access a fantastic help menu and re-boot directly from the desktop without having to keep going up and down three flights of sdtairs to do so (I haven't been able to find out how toe access the BT Hub remotely.)
    Above all though: I'm  really tired of repeatedly trying to run freshly downloaded and installed BT Desktop Help software but getting no further than a blank page because the program has stalled.
    If anyone has any advice / suggestions, other than to buy a carrier pigeon, that'd be much appreciated.
    Thanks.

    Thanks again to John and gg30340. Here's an update:
    1) BT Desktop Help removed completely from this computer. The uninstaller itself mopped up everything, which surprised me. But anyway.
    2) Bt Home Hub manager set up and working. Had to input serial number and create new password. All of this sounds fairly easy and would be if one had the device near the desk. But the idiots who built this property shoved the BT master socket inside the garage next to the door. Our two home computers are on the third floor. To ensure the wireless signal strength is OK, the Hub and Infinity module/device/whatever it's called are on a high shelf. It's a major job to even reach the darn things, never mind read the labels seeing as how the BT Infinity engineer was good enough to tidy up the cabling and make a very tight connection to the wall socket.
    3) I had hoped to be able to back up the Hub's settings, seeing as the software provides for Advanced Settings / System / Backup. But not on mine (Hub 3.0). All that System allows is choosing which internet clock to define the accurate time. Everything else in System is just a pattern of short lines as if trying to indicate that there's some text there but it's invisible.This is now my second encounter with BT software which, for whatever reason, isn't functioning as it should on this PC.
    4) Hub reset to factory fresh, according to BT guide.
    5) Reset appears to have achieved nothing apart from requiring the password to be popped in again. After reset, it wasn't even possible to connect to the hub manager. Internet connectivity was eventually established for all of 30 seconds and then, gone.
    6) Computer was shut down and then booted anew. Internet connectivity is still. . . dreadful. One minute everything's fine and then, literally,. the next minute a webpage won't load. Even opening the Hub Manager has taken three attempts, i.e., disconnecting from the Internet, re-connecting, failing, and trying twice more until success. Yet all the time these failures are occurring, the tray icon is showing a steady, unwavering green icon for Local and Internet access -- despite the fact, there manifestly isn't any.
    7) Speedtest. net tests are actually showing upload and download 'trajectories' going slower and slower and finally halting at some point on the arc, then after a period of up to 30 seconds, suddenly becoming animated again. Speed test results with broadband speed checker UK and Think Broadband's checker are so at variance with one another, and with Speedtest, net, that it seems all three are using different technologies in pursuit of the same thing. Either way, upload speeds continue to be much, much faster than download speeds, a state of affairs I certainly have never encountered before.
    8) Speedtest net tests taken in the past 10 minutes, with one test following on from its predecessor, begin at 8.24 down/8.88 up, followed by 5.24 down / 6.40 up, followed by a mind-numbingly lonnnnng 0.62 down / 8.70 up -- in other words, a continuous yo-yoin g of Internet connectivity to the pooint that it actually might as well not even be here (I've had to make five attempts just to get on to this forum. . .)
    9) BT Speedtest will necessitate disconnection of everything downstairs and all boxes being lugged up here. This is actually going to require uncoililng tied-off cabling and hanging off a stepladder to do so -- though I surely can't be the only person in Britain who doesn't have a nice, handy BT master socket in their study or lounge. That said though: until we switched to Infinity, we *never* experienced these kinds of horrendous connectivity problems and never had need to unplug the Netgear router downstairs and bring it upstairs to connect directly to tjhe desktop PC so BT's own test could be run.
    I'll just have to get to work dismantling stuff tomorrow. However, I have to say that after a factory re-set which has changed nothing at all, I'm beginning to think there's a problem with the BT line itself (hence why I'm happy to follow the advice here, though less than happy at the prospect of the messing about involved.)
    Thanks, you two, for your patient help, and also for clarifying the situation re the three signal paths being shown on inSSIDer. At least I know that's usual now! And now, hopefully, when I press 'Post', I won't be faced with an endlessly spinning Firefox circle culminating in  what may well be, or seem to be, the 57,938th time today of seeing "Page Not Found". . .

Maybe you are looking for