Solved

Troubleshooter doesn't work.

Posted on 2004-03-23
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Last Modified: 2013-12-28
I have windows 98 2nd ed. When I tried to use my troubleshooter after answering the first question and hitting  next the window just comes up blank. Have I disabled something? This computer used to be part of a network in the past if that makes any difference.
Thanks, Leah
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Question by:mamaleah
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11 Comments
 
LVL 6

Expert Comment

by:caza13
ID: 10661312
Open Add/Remove Programs from the Control Panel.
In the list find "Internet Explorer Q832894" and uninstall it.
The troubleshooters will work again.

Later, after the problem is solved, you can download the Security Update and reinstall it.  I suggest saving it to a folder on your HD so that you can reinstall it without having to download it each time.

Select the appropriate Update from the web page at the following link under "Affected Components":

http://www.microsoft.com/technet/security/bulletin/ms04-004.asp
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LVL 6

Expert Comment

by:caza13
ID: 10661374
Microsoft no longer supports the local troubleshootrs for Windows 98.  It seems that they were a security risk.  You can get the same information from the on-line troubleshooters.

http://support.microsoft.com/default.aspx?scid=/support/windows/tshoot/default.asp
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LVL 6

Expert Comment

by:caza13
ID: 10661471
For another possible solution use the following link:

http://mvps.org/PracticallyNerded/Windows/98/98_Tshootr.htm
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Author Comment

by:mamaleah
ID: 10670345
Well nothing seems to be working. I have this same problem on both my computers. I uninstalled the I.E. Q832894, but the problem still remains.  I went to the 2nd microsoft site listed in your note but I just got  a list of other problems, none pretaining to mine. As for Practically Nerded I didn't have much luck because I left my setup disk at home. I will try it later today. I'll get back to you.
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LVL 6

Expert Comment

by:caza13
ID: 10671478
The first option works for me, but I think I had already tried restoring the Tshoot.inf file.  You might try that as well.

To restore the tshoot.inf file:

Make sure you have your system set to show all files.  Go to Start > Settings > Folder Options and in the View tab, scroll down to the Files and Folders section.  Place a check in "Show all Files".
 
Open your Windows\INF folder and locate TSHOOT.INF.
 
Right click the file and choose "Install".

I know that the third option won't work for Windows 98, but it might work for Windows 98SE.
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LVL 6

Expert Comment

by:caza13
ID: 10671613
If nothing else works, there is another way to get the troubleshooter information.  Find the appropriate .tsc file then copy and paste it to another folder.  Rename the file with a .htm extension ( for example: Memorytsc.htm) and open it in Internet Explorer.  It won't look the same, but you can scroll through the information until you find what you need.
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LVL 6

Accepted Solution

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caza13 earned 125 total points
ID: 10682142
There is another update that may help after uninstalling "Internet Explorer Q832894".

"This update is a companion update to 810847: Security Update for Internet Explorer. Q810847 is required to address a security vulnerability in Help. However, Q810847 affects the normal behavior of Help. This update restores normal Help functionality after installing Q810847."

http://www.microsoft.com/windows98/downloads/contents/WUCritical/q811630/default.asp
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Author Comment

by:mamaleah
ID: 10691960
Well I have spent the past 3 days trying everthing on both my computers that you have suggested, with the exception of "finding the .tsc file and copy & paste, rename. I don't have enough knowledge to do this without an "programming for idiots" guide. I would need a step by step instruction sheet. I spent hours with microsoft support to no avail or support for that matter.  It's not like I use troubleshooter very often so I guess I can live without it. Thanks so much for your efforts!  What would happen if I removed Q823559 (Win 98 update), Q330994 (Outlook update), and Q832894(microsoft), Q810847, and just started over. Thanks Leah
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LVL 6

Expert Comment

by:caza13
ID: 10693813
Some of the updates can't be removed without removing the entire operating system and reinstalling.  It seems that the troubleshooter problem started with the Q810847 update and some people fixed it by restoring the tshoot.inf file as described above.  Then Microsoft provided the Q811630 update that restored the troubleshooters, but the latest update took them away again.

There have been other questions about this problem, and I thought that we had finally found a solution.  I guess it still doesn't work for everyone.  I'll post the links to the other questions and maybe you can find something in those that will help.

IE6 SP1 cumulative update does it have a bug ?
http://www.experts-exchange.com/Operating_Systems/Win98/Q_20858436.html

Windows 98 se troubleshooters not working
http://www.experts-exchange.com/Operating_Systems/Win98/Q_20880682.html

Windows 98 Troubleshooters STILL Blank
http://www.experts-exchange.com/Operating_Systems/Win98/Q_20901617.html
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LVL 6

Expert Comment

by:caza13
ID: 10693841
After uninstalling the "Internet Explorer Q832894" update, did you restart the computer before trying the troubleshooters?
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Author Comment

by:mamaleah
ID: 10696328
Thanks caza I will try these new options you gave me. Oh and yes I did reboot after the deletion of Q832894. I will get back to you by the end of the weekend. I sure appreciate all your efforts on this.
Leah
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