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’.

Similar Messages

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.

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.

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.

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.

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 - 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

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.

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...

Broadband desktop help

Hi all,i downloaded the desktop help but when it's opened it opens in internet explorer and says it won't work as the version is too old,my default browser is chrome so i do not know why it opens in ie and also the ie i use is the latest version.Any ideas how i can get it to open in chrome please.

Welcome to the forum. DTH only works with Internet Explorer (see here). I use the word "works" loosely because most of the time it doesn't and can cause more problems; the advice here is usually to uninstall it even if you have an up to date version of IE.
You can click the white star next to this message if you think it was helpful.

Desktop Help Problem

I received a email today saying that bt had sent wrong link for desktop help(Business Customers) a short while ago,I didn't download.Today I downloaded the desktop help via the link they sent it has downloaded correctly. Everytime I go to access it, it Brings me to the BT diagnostic wizard registration and I get this message
"We have detected you have not used the BT diagnostic wizards before so we need you to enter your BT Total Broadband account details below : "
I enter my phone number as requested but it does not recognize it and continually asks over..
Would be grateful for any ideas as had used it before on old laptop and liked it..
many thanks
madnurse3

Hi, do you have admin rights to the PC as you need this to install ?
what is the URL you are downloading it from ? the correct one is www.bt.com/help/broadbanddesktophelp give this a go, in might be worth uninstalling the other version first if installed and checking it is full removed from your registry before you install again, you can do this by following the steps below you will need to be in an admin account to do this
1 click start
2 in the search box type Regedit and click return
3 click the yes to the user access control if it come up
4 then once the Reg editor come up double click on the following to expand the list HKEY_local_Machine, then Software
5 then look for a folder called Motive, if it is there just right click it and select delete
6 reboot you PC
7 download desktop help from the URL above.
I would also add I have used desktop help on several occassions over the years and whilst I agree it was not great at the start it has come a long way and solved quite a number of issues for me, so would not just accept people saying it is useless, whilst they are intitled to their opinion I would take a look and make your own mind up as it has help me as I say several times.

BT Desktop Help problems.

Having problems with my home network (My pc, wifes laptop, lads pc upstairs) and wanted to use DTH to check it out. I opened it and a window opened stating I didn't have the latest version installed, so I clicked to download, it started installing, then stopped as it was already installed. So, I uninstalled it, via control panel, and went to reinstall it. I am now stuck in a loop of install/uninstall and cannot get any further.
Anyone else come across this? Check for spy/mal ware regularly, all updates are spot on, bit flummoxed.

With what you are trying to do the Desktop Help wont help...
What you need to do is download and install this on the XP machine if it has SP3... http://support.microsoft.com/kb/922120 this will allow XP and Windows 7 to see and talk to each other.
Have a look at this http://www.howtogeek.com/howto/windows-7/share-files-and-printers-between-windows-7-and-xp/ this is exactly what to do to share files and printers between the PC's on your network.

BT Broadband Desktop Help

Just downloaded this and the following does not work.
1 Troubleshoot Email.
2 Setup Email Accounts.
3 PC Healthcheck.
4 Wireless setup wizard.
5 View my Network.
Info:
64 bit Desktop Computer.
Windows Explorer 8.
Wireless Connection.
WNDA3100v2 - RangeMax Dual Band Wireless-N USB Adapter.
Signal Strength 130Mbps.
Can anyone help.

As with the intial message on this thread, I found the download for Desktop help completely screwed up when I tried it yesterday.
(a) It downloaded and did some checks showing a fix needed. I did the fix OK
(b) Later, on a new session, I wanted to check something else. I used the shortcut used on the download and all I could get was IE could not find the page. Mozilla likewise.
(c) Eventually I had had enough and removed the programme with intent to download again.
(d) Found a download from a Google search - instead of from BT Software page on 'my account'
(e) Eventually worked then told me there was an upgrade available so I accepted to download it. On completion it wanted me to reboot to complete but warned there was 'another browser' open which needed to be closed to save and work. There was no other browser open so I continued. Eventually I got the page where you can do the checks and did them and closed down.
(f) After reboot any attempt to return to the Desktop help once more said 'Page could not be found'
I have once more removed it from my PC. I just haven't got time for stuff which behaves in such a way.
Have to say without doubt a complete shambles and thoroughly non-user-friendly piece of software when it
comes to installing, and retaining for future use.
CRAIG - I've sent you details as you requested of other writers to see if you can resolve for me as well!!

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

Post Moved BT Broadband Desktop help problem

Similar Messages

Maybe you are looking for