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.

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 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’

  • 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

  • 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

  • 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...

  • 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". . .

  • BT Desktop Help latest version doesn't work.

    After a reboot of my computer today I received an onscreen message that I was not running the latest version of BT Desktop Help so I went ahead with the update.   After the update was installed and it was going through the launch process where it informs me that the diagnostic modules are launching, I then received another message telling me that I was not running the latest version and to click on a link to install the latest version.   Clicking this link had no effect whatsoever.
    I then decided to completely uninstall the BT Desktop Help in the correct way and rebooted the computer before downloading and installing the application yet again from the BT web site.    Unfortunately I am still getting the same message when I try to run it so it would appear that there is a bug in the update/latest version.   I am running Windows 7.
    Although I rarely have cause to run the application, any help on this issue would be appreciated.  Thanks

    My advice and that of many on this forum is to uninstall BTDesktop Help. It is a piece of software junk and can cause more problems than it solves. It is not needed to connect to the Internet or for anything else on your computer.

  • Bt desktop help

    Is there any information about the update for desktop help in respect of internet explorer 11, since I downloaded this have been unable to access the desktop help, anything on the horizon yet?

    See http://community.bt.com/t5/Other-BB-Queries/Desktop-upgrade/m-p/1081680#M70360
    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.

  • Problem with CC desktop app update

    Anybody has Problem with CC desktop app update?

    Hi boloco
    here are some soultions, which helped me out on my first trouble:
    CC desktop lists applications as "Up to Date" when not installed
    Good luck (I have new problems today which could not be solved by one of those)

  • BT Desktop Help Incompatible with Windows 8.1

    After updating my PC from Windows 8 to Windows 8.1 (64-bit) - I found the Windows Desktop Help wouldn't run.  I had earlier updated BT Help to it's latest version.
    The error I got was:
    Minimum specification
    We have detected that you are using an operating system not currently supported by BT Desktop Help. The supported operating systems are :
    Windows XP SP1 or higher (32-bit)
    Windows Vista
    Windows 7
    Windows 8
    This isn't a particularly high priority issue, but it is irritating and as Windows 8.1 has been trailed for quite a while now it does seem a little embarrassing to BT that they couldn't have resolved this in their latest BT Help release.

    Had the same problem... updated to W 8.1 on the given hour, then just an hour or so later had a info window to update my dth... then got the same incompatibility info window as mentioned above. As already said, 8.1 has been available for developers for some considerable time, just what we have come to expect from BT I guess. The BT vision OS [Oregon?] is absolute **bleep**, we cancelled ours its so bad, continual freezing & certainly less intuitive than the old os. I emailed bt earlier regarding 8.1 & dth this is before i read this posting, i got back a long winded 'fix' [see below, but dont waste your time trying it! as others have said dth is a load of **bleep** & didnt work properly anyways]... what a bunch of a-h's when they know dth doesn't work with 8.1!!! I have a dislike for Murdock & all he stands for but through necessity, can see us going with sky next year... been with BT for a good few years, the past 2 have seen service, both technical & practical plummit at an alarming & continuing rate..
    disgusted!!!
    Recently you requested personal assistance from our on-line support centre. Below is a summary of your request and our response.
    If this issue is not resolved to your satisfaction, you may reopen it within the next 14 days.
    Thank you for allowing us to be of service to you.
     Subject
    T - BT Desktop help
     Discussion Thread
     Response (Sunanda Sao)
    22/10/2013 12:46 PM
    Dear Mr.......
    Thank you for your email dated 22nd October, 2013 and it has been logged under the reference number VOL012-.
    As I gather from the email that you are having problem with the Desktop Help. I understand how important it is for our customer to have a BT Broadband connection with all the available services, and apologise for all the inconvenience caused and would definitely help you in this regard.
    Due to the complex nature of your issue I felt that it would have been more beneficial to resolve this through an interactive session as some technical faults can be quite complex but as you have requested I am sending an e-mail response to resolve your issue.
    Uninstall Bt Broadband Desktop help:-
    01. Go to Start --> Control Panel --> Add/Remove Programs.
    02. Scroll down to your Broadband Desktop help
    03. Click Change --> Remove All.
    04. You will be asked to restart your PC. Please restart the PC.
    05. Now go to Start --> My Computer --> Program Files. Right click on each of your Broadband Desktop help folder and select Delete.
    06. While you are in Program Files go to the Common Files folder at or near the top of the Program Files window. Delete every Broadband Desktop help folder there.
    07. Please restart your PC again.
    08. Now Go to Start --> Search --> All Files and Folders --> More Advanced Options. Check each option except for "Case sensitive"
    09. Now please type in, the name of your Broadband Desktop help program and delete each folder of your Broadband Desktop help from the search results (Again,right click, choose "Delete").
    10. Please restart your PC again
    Please click on the provided link below to install BT Desktop Help on you computer:
    http://bt.custhelp.com/app/answers/detail/a_id/12941/kw/Desdktop%20help/c/346,402,1159.
    If you still face the same issue you can contact us on 0800 111 4567 as well open 24*7
    If there’s anything else you’d like to know, please try our help pages online at www.bt.com/help . You can also see the various ways you can contact us if you do need further assistance. Many technical problems can be immediately fixed using our desktop help tool. This FREE tool helps you sort out most common broadband connection and email problems, keeping you connected when you need it most. You can download and start using it now by accessing www.bt.com/help/broadbanddesktophelp.
    Thank you for using BT Broadband Technical Helpdesk,
    Sunanda Sao
    BT Digital Care
    This email contains BT information, which may be privileged or confidential. It's meant only for the individual(s) or entity named above. If you're not the intended recipient, note that disclosing, copying, distributing or using this information is prohibited. If you've received this email in error, please let me know immediately on the email address above. Thank you. We monitor our email system, and may record your emails.
    British Telecommunications plc
    Registered office: 81 Newgate Street London EC1A 7AJ Registered in England no: 1800000
    This email contains BT information, which may be privileged or confidential. It's meant only for the individual(s) or entity named above. If you're not the intended recipient, note that disclosing, copying, distributing or using this information is prohibited. If you've received this email in error, please let me know immediately on the email address above. Thank you. We monitor our email system, and may record your emails.
    British Telecommunications plc
    Registered office: 81 Newgate Street London EC1A 7AJ
    Registered in England no: 1800000
    [---001:003252:01020---] 

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