New WD external drive not being read on XP

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finally able to continue to Step 4 for windows update:
Nice work! :grinthumb

And very well done post as well (as usual)

As for SP3, good call! will see where we are (should be getting close i think) with getting the computer sorted out on sp2

As for h/w updates very most likely they're ok but before installing i'lll double check (i forget and thread way long to go looking) could you tell me make/model of what current computer is

and i think u check once before.. but when done do again
Run->msinfo32
expand Components->Problem devices and check for anything listed
 
Nice work! :grinthumb

And very well done post as well (as usual)

As for SP3, good call! will see where we are (should be getting close i think) with getting the computer sorted out on sp2

As for h/w updates very most likely they're ok but before installing i'lll double check (i forget and thread way long to go looking) could you tell me make/model of what current computer is

and i think u check once before.. but when done do again
Run->msinfo32
expand Components->Problem devices and check for anything listed

Thank you so much!!! :D

- My current (alternate/older) computer is a generic one I think. The CPU is 'white' with no name on it lol..not sure how I can search for the make/model of it...not sure if the BIOS would tell me?
- I just restared the pc from the windows updates, ran msinfo32, and am getting this error message again: "windows cannot open Help & Support because a system service is not running"
 
Everest
Download and run Everest Home. From top of Everest window:
  • Click File->Preferences
    • Check English
    • Still under Preferences click Report, uncheck Include Debug Information
    • Close Preferences window
  • Click Reports->Report Wizard. Get a Custom Report in plain text. Check items
    • Computer
    • Motherboard
  • Then just attach the report
 
Belarc is great! Especially in helping to track one's MS updates.

And some overlap between Belarc and Everest but each also have their own strength. Everest more the "geek" tool for internals and hardware info

And speaking of hardware.. yea, go ahead and do the 3 hardware updates. The updates target hardware on your machine

And if you could download Serviwin
Click View->Services for services report
Click View->Drivers for drivers report

For each view if you could, select all, save selected as tab delimited .txt file
Can then see your system services (as may be ur help error) and may as well get a snap shot of your drivers while we're at it!
 
Had to go back to refresh my memory of where we were! (did you ever get those XP install disks?)
-no not yet, it was handed down to someone to get to me and then lost lol

Remains to be seen if open Windows issues may also cause Acronis problem. But you can opt to look at Acronis stuff in parallel if you want while we clean up your Windows environment. I’ll take a quick look thru any Windows issues next. But can suggest search for / install Belarc Advisor as its report includes a list of currently installed Windows Updates (among other useful stuff)

Acronis Stuff
1. Acronis Version/Build
=> As no Acronis updates, you probably have latest. But to find this info in future see Acronis.gif attached. (checked to find they do it this way)
=> Note Acronis Window on left. No menu bar (with Help). But has tiny arrow icon on far left of very thin bar you click to display/hide the Menu Bar)
-looks like we have different versions bcz my Acronis doesnt look like that or have a hidden top menu

2. Check Acronis Device Drivers
Note: You can edit/paste to command windows vs. re-enter. See here and note "clicking" upper left corner = clicking left side of title bar (very top bar
=> Start->Run, enter cmd
Code:
[B]set devmgr_show_nonpresent_devices=1[/B]
[B]start devmgmt.msc[/B]

When device manager starts
=> Click View->Show hidden devices, then expand Acronis Devices.
=> Rt click each device, Properties. Does it say working? Or give an error code?
-1 device listed, and says it is working :)

3. Referring to User Guide Chpt 12.3
=> Try mounting image set for READ ONLY access (don't if you tried this or you've been doing read/write. Saw problem reports where this sometimes made the difference)
=> Try selecting drive letter Z
-before I continue, do you mean to leave the box unchecked, or checked? I have been doing it as unchecked...please advise and then I will continue the steps...

4. Explore vs. Mount
Rt click to Open the backup file (.tib extension) and try looking at stuff. This will Explore rather then Mount. Explore doesn't perform a drive letter mount. Does Explore give the SAME error or a different result?

5. If problem remains
=> If file C:\Windows\setupapi.log exists make a copy and keep it. Then delete original.
==> Open notepad ( Start->run, notepad.exe) copy code below, save as x.txt the rename to x.reg
=> Double click x.reg to apply registry update
Code:
Windows Registry Editor Version 5.00
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Setup]
"LogLevel"=dword:0800FF00

=> Re- attempt the Mount and the Explore (for fresh data collection)
=> Open command window, enter/copy code below into it (it;s one long command line)
Code:
cscript "C:\Windows\system32\eventquery.vbs" /fi "Datetime gt 12/28/08,12:00:00AM" /fo list /v /l system /l application > "%USERPROFILE%\DESKTOP\EventData.txt"

=> Attach to your next post C:\Windows\setupapi.log and EventData.txt on your Desktop
 
Acronis Stuff
1. Acronis Version/Build
-looks like we have different versions bcz my Acronis doesnt look like that or have a hidden top menu
Yea, i knew you had a version higher then mine... but when i saw how they hid the menu bar in my version... well, you know what they say when one assumes!

2. Check Acronis Device Drivers
-1 device listed, and says it is working
Sounds right

3. Referring to User Guide Chpt 12.3
-before I continue, do you mean to leave the box unchecked, or checked? I have been doing it as unchecked...please advise and then I will continue the steps...
Hmm.. i meant read-only (and had to go back to see which is which)
and in fact read-only is unchecked. But if you've been doing it that way all the time till now may as well try the other once and see what-the-heck!
Will follow-up on anything else tomorrow.. nite!
 
Take a look at my name or signature, and you will see WHY it's long! Guess I was born with that luck! Don't know why thread is being visited by anyone it's not useful to, when only to complain about it. Thanks for adding to my day :)
 
LOL...see...now no matter what options I choose for mount letter or read/write...I am getting this error:

"Cannot assign a drive letter to a partition from the backup archive"
 
You should shorten your handle to somthing like "Obsticals" The loss of the single letter just looks wierd. Some people use their full email addresses and they get severely truncated... Back to the thread, does the thread title still apply? Where do you stand? Can you explain in simplier terms, more to the point?
 
What a hugh thread leading nowhere :rolleyes:

Gee, where is "nowhere" between original plea for help and successive iterations to find/analyze/fix the subsequent domino list of problems which have spanned
- Failing hard drives, installing recovery products and getting ghost images created
- Dealing with/cleaning up Windows and Windows update issues found on 2 different computers

Any technical insight towards final resolution would also help
 
constantobstacl:

Hmmm... as for your system services....
1. Not yet sure why but service helpsvc isn't even in the list (and is required for Help and Support)
2. Will have to check if maybe is a configureable option or maybe a bug. In either case, not sure that it should affect Acronis. But will see.
3. Also, sorry i wasn't clear before but if you could re-generate the services and drivers report
=> Actions->Select All
=> File->Save selected
=> set Save As Type to Tab delimted text (.txt)

- The resulting report text file doesn't look "human" friendly (and it's not)
- But that file format is very friendly for input to other tools which let me do and see lots of things quickly with the data
 
Here's a good link for reference http://windowsxp.mvps.org/rebuildhelp.htm. Would indicate your problem with Help and Support might be either due to
=> Help / Support was uninstalled at some point (maybe a 3rd party uninstaller) or
=> It’s installed but not configured to run as a service

If it needs reinstall it comes back to the XP install CD again (or maybe will happen when we decide to do SP3 upgrade). But let's first check if maybe is installed but not configured.

Fyi… Many of the installed Help and Support files can be found under C:\WINDOWS\pchealth\helpctr\binaries. Just as an example, i list below the files found there n my computer (running XP SP3). SP3 specific files have version 5.1.2600.5512

So you can take a look at your directory and if looks reasonable try the instructions in the link after the steps on Reinstalling files from CD
Code:
Name			Size	File Version	Date Modified		Date Created		Date Accessed	
StateChangeDiag.exe	1,250KB	1.0.0.1		11/17/2006 3:08 PM	11/17/2006 3:08 PM	1/8/2009 7:29 PM
brpinfo.dll		21 KB	5.1.2600.0	8/12/2004 7:17 AM	5/2/2006 9:54 AM	1/8/2009 7:29 PM
HCAppRes.dll		7 KB	5.1.2600.0	8/12/2004 7:19 AM	5/2/2006 9:54 AM	1/9/2009 7:08 PM
HelpHost.exe		98 KB	5.1.2600.0	8/12/2004 7:19 AM	5/2/2006 9:54 AM	1/8/2009 7:29 PM
notiflag.exe		35 KB	5.1.2600.0	8/12/2004 7:25 AM	5/2/2006 9:54 AM	1/8/2009 7:29 PM
pchshell.dll		101 KB	5.1.2600.5512	4/13/2008 6:12 PM	5/2/2006 9:53 AM	1/9/2009 5:07 PM
pchsvc.dll		38 KB	5.1.2600.5512	4/13/2008 6:12 PM	5/2/2006 9:53 AM	1/9/2009 5:07 PM
helpctr.exe		751 KB	5.1.2600.5512	4/13/2008 6:12 PM	5/2/2006 9:53 AM	1/9/2009 5:08 PM
helpsvc.exe		727 KB	5.1.2600.5512	4/13/2008 6:12 PM	5/2/2006 9:53 AM	1/9/2009 7:08 PM
hscupd.exe		18 KB	5.1.2600.5512	4/13/2008 6:12 PM	5/2/2006 9:53 AM	1/8/2009 7:29 PM
msconfig.exe		166 KB	5.1.2600.5512	4/13/2008 6:12 PM	5/2/2006 9:53 AM	1/8/2009 7:29 PM
msinfo.dll		368 KB	6.0.0.1230	4/13/2008 6:12 PM	5/2/2006 9:53 AM	1/11/2009 10:14 AM
SCStyle.xsl		14 KB			9/28/2006 3:32 PM	9/28/2006 3:32 PM	1/8/2009 7:29 PM
hscmui.cab		68 KB			12/28/2006 12:45 PM	5/2/2006 9:53 AM	1/8/2009 7:29 PM
hscsp_w3.cab		303 KB			12/28/2006 12:45 PM	5/2/2006 9:53 AM	1/8/2009 7:29 PM

/*** EDIT **/
And you had indicated no success when trying to Mount the backup file. Did you also try Explore? rather then mount? What if any message?? (Explore shouldn't attempt to mount a drive letter)
 
Here's what's listed in my binaries folder:
View attachment 41542

I do not have the XP CD yet(!), but would I be able to follow the instructions in the link if I find those files on my cpu? So far I found the first requested file "dataspec.xml" in several folders (3KB), such as "C:\WINDOWS\ServicePackFiles\i386" - would this work the same?

Thank you LookinAround!
I Right Clicked on my Acronis Backup archive file and chose "Mount", anxiously I waited as it took more time, and then got the delightful message that assigning a drive letter was successfully completed! Woo hoo! lol. It made a new archive though called "MyBackup2"-I tried to explore that file, it opened explorer but it said I can only explore My Computer & My Data backups. THEN explorer froze and I had to END it. I went to the newly mounted "G" drive in My Computer and right-clicked and chose "Explore", it is also freezing/not responding. I have to be careful not to lose explorer.exe completely or I'll have to restart while the backup is still mounted.
 
^ Update:
I tried Explore on another drive letter, and then selecting drive "G" from the list in the left pane. It failed as I got this error: "G:\ is not accessible. The file or directory is corrupted and unreadable."
 
Here's what's listed in my binaries folder:
View attachment 41542

I do not have the XP CD yet(!), but would I be able to follow the instructions in the link if I find those files on my cpu? So far I found the first requested file "dataspec.xml" in several folders (3KB), such as "C:\WINDOWS\ServicePackFiles\i386" - would this work the same?
great minds think alike? LOL... Have been down that path. Tried it on my own computer. It chokes later on a different file.

BUT! don't think you need install. Your binaries seem to indicate it's installed (is my guess) but not configured (don't know why) so refer to link i gave before and
=> Step I - SKIP, should be installed
=> Step II - kill 'em if you see. don't worry if you don't
=> Step III - net stop will probably error message (is ok) and continue with the rest

Then you can try the Start->Run, msinfo32, Components->Problem Devices again


Thank you LookinAround!
I Right Clicked on my Acronis Backup archive file and chose "Mount", anxiously I waited as it took more time, and then got the delightful message that assigning a drive letter was successfully completed! Woo hoo! lol. It made a new archive though called "MyBackup2"-I tried to explore that file, it opened explorer but it said I can only explore My Computer & My Data backups. THEN explorer froze and I had to END it. I went to the newly mounted "G" drive in My Computer and right-clicked and chose "Explore", it is also freezing/not responding. I have to be careful not to lose explorer.exe completely or I'll have to restart while the backup is still mounted.
will look at these tomorrow
 
just an update....

I still need look at the Acronis info. But let me know if instructions allowed for any luck with getting Help and Support to work. In particular, if you've yet been able to run that msinfo32 report, Components->problem devices.. And the result.
 
^ I did everything and I still get the same error for Help & Support that "...a system service is not running"
Well, the standard method to do Help & Support re-install starts with XP CD. Since you didn't have yours, I did a "best guess" about state of Help & Support files on your hard drive based on the file names/versions i saw in your binaries directory. Per your result appears you're going to need that CD. Tho is possible (i don't know have any idea either way) if SP3 upgrade might do it as well

As for Acronis, note that i use True Image v11 which is one version earlier then your True Image 2009 so i don't have a method to confirm I see the same as you do

However, v11 (and from what i read in True Image 2009 manual) both offer a choice between image Mount vs Explore. (And don't confuse that option with "Explorer") The difference between options is that Explore does not do a mount first

So take a closer look at what you see/choices you take as
=> You always describe doing a mount not an Explore (see chapter 12 so you understand starting with Mount followed by Explorer is not the same as starting with Explore.
=> And if that rt click is really showing Mount is certainly different then what manual says (this to be noted when reporting to Acronis

But if you can first closely note the difference between the two options and have you tried Explore? Was True Image really displaying Mount??? (and you say also gave a mount msg)

Then we can follow up with:
- Filing a problem report with Acronis
- As well as how to provide with data i might look at (but figure should still get Acronis involved asap)
- And also look at an upgrade to SP3
 
Hi!
When I right click I have both options: Mount and Explore
I wanted to try "Mount" first and the result is as mentioned in post #142.
I only selected "Explore" on the backup file that the Mount created.
 
Hi!
When I right click I have both options: Mount and Explore
I wanted to try "Mount" first and the result is as mentioned in post #142.
I only selected "Explore" on the backup file that the Mount created.
I'm not sure what you mean in the sentence above about clicking Explore. You should try: (if haven't yet)
- Right click on any of the .tib file(s) that were created when you performed disk image backup of your other computer
- Then select Explore

Doing so shouldn't attempt any sort of Mount operation (as i understand it). I believe each attempt you've reported so far has always reported/had some type of error with a Mount? Doing above (even if doesn't work and i hope it does!) i wouldn;'t think should report a Mount related error.

So let me know what happens. (And have you sent Acronis a problem report? just curious as to whatever there response)
 
I selected Explore on the backup file and it opened up to reveal two folders; one is 'Backup Fri Dec 12 08...' and the other is 'Backup Jan 12 09...'. Each have a C drive inside, but when I open either one, it says 0 items--they are empty.

Correct me if I am mistaken, I thought the purpose of mounting was because it is the only way to view/explore your files?

I havent done a problem report with Acronis
 
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