Help and Support Center going to bad link to search Microsoft KB

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Guest

I noticed that on all my machines, searching in the Help and Support Center
in Windows XP SP2 no longer results in any Knowledge Base hits (0 results).

I packet sniffed the requests going out to see if I could figure out what is
wrong and found that the page that Help and Support is going to doesn't exist:

It makes one connection
http://go.microsoft.com/fwlink/?linkid=277&clcid=0x409&LCID=1033&SKU=Professional_32
which redirects to
http://searchservice.support.micros...x/GetConfigData?LCID=1033&SKU=Professional_32
then it goes to
http://go.microsoft.com/fwlink/?lin...15&Product=msall&KeywordType=ALL&Titles=False
which redirects to:
http://searchservice.support.micros...15&Product=msall&KeywordType=ALL&Titles=False

Both the redirected pages return:

Server Error in '/' Application.
The resource cannot be found.
Description: HTTP 404. The resource you are looking for (or one of its
dependencies) could have been removed, had its name changed, or is
temporarily unavailable. Please review the following URL and make sure that
it is spelled correctly.

Requested URL: /WHSCWrapper/search.asmx/GetConfigData


I'm assuming this is a Microsoft web site problem, but is anyone else having
this problem?
 
Michael Kraft said:
I noticed that on all my machines, searching in the Help and Support Center
in Windows XP SP2 no longer results in any Knowledge Base hits (0 results).

I packet sniffed the requests going out to see if I could figure out what is
wrong and found that the page that Help and Support is going to doesn't exist:

It makes one connection:
http://go.microsoft.com/fwlink/?linkid=277&clcid=0x409&LCID=1033&SKU=Professional_32
which redirects to:
http://searchservice.support.micros...x/GetConfigData?LCID=1033&SKU=Professional_32
then it goes to:
http://go.microsoft.com/fwlink/?lin...15&Product=msall&KeywordType=ALL&Titles=False
which redirects to:
http://searchservice.support.micros...15&Product=msall&KeywordType=ALL&Titles=False

Both the redirected pages return:

Server Error in '/' Application.
The resource cannot be found.
Description: HTTP 404. The resource you are looking for (or one of its
dependencies) could have been removed, had its name changed, or is
temporarily unavailable. Please review the following URL and make sure that
it is spelled correctly.

Requested URL: /WHSCWrapper/search.asmx/GetConfigData


I'm assuming this is a Microsoft web site problem, but is anyone else having
this problem?
Click to expand...


I don't have an answer to resolve the issue at the moment, but the links appear to
use an MS IP.

The first link is directed at: 64.4.52.189
OrgName: MS Hotmail
OrgID: MSHOTM
Address: One Microsoft Way
City: Redmond
StateProv: WA
PostalCode: 98052
Country: US

NetRange: 64.4.0.0 - 64.4.63.255
CIDR: 64.4.0.0/18
NetName: HOTMAIL


The last link is directed to: 207.46.196.104
OrgName: Microsoft Corp
OrgID: MSFT
Address: One Microsoft Way
City: Redmond
StateProv: WA
PostalCode: 98052
Country: US

NetRange: 207.46.0.0 - 207.46.255.255
CIDR: 207.46.0.0/16
NetName: MICROSOFT-GLOBAL-NET

--

Brian A. Sesko { MS MVP_Shell/User }
Conflicts start where information lacks.
http://basconotw.mvps.org/

Suggested posting do's/don'ts: http://www.dts-l.org/goodpost.htm
How to ask a question: http://support.microsoft.com/kb/555375
 
Yes, this issue has been a problem for 2 weeks now (at least). I get the
same exact thing at my end. Hopefully your detailed report will prompt
some action.
 
Michael Kraft said:
I noticed that on all my machines, searching in the Help and Support Center
in Windows XP SP2 no longer results in any Knowledge Base hits (0 results).
Click to expand...

I just tested this on my work PC running Windows XP SP2 and am seeing the
same problem. It looks like a server configuration problem on Microsoft's
end.

Any way to actually get in touch with them without having to pay for support?
 
Michael,

I have had the same problem with two XP SP2 PC for over three weeks now.
I did try clearing the HelpCtr files (C:\Documents and
Settings\(profile)\Local Settings\Application Data\Microsoft\HelpCtr). The
basic URL that you noted is contained in an XML file in that folder, and the
URL leads to the error you mentioned.
I would agree that it must be a Microsoft webpage problem.
 
I tried reporting it to Microsoft through their feedback page, but apparently
they thought it was a support request since they emailed me back telling me I
need to use one of their paid support options.

I'm not doing that so I guess it will remain broken until someone at
Microsoft wises up.

Michael
 
I have the same problem as does my friend also running XP Home. I have tried
every solution suggested on here without success. It originally DID work when
I upgraded from 98SE but I have now done a fresh clean install of XP and the
problem has appeared.
As I seem to have 2 free support requests available to me, I have reported
the problem to MS and spoken today to a support person on the phone here in
the UK. He was unable to suggest anything further than what I had already
tried and he has passed it to 'research' whoever they are. They will phone
me on Monday evening to troubleshoot it further.
If i get any sense out of anybody I will post back here.
Did anybody notice that a lot of the xml files listed in
PCHEALTH\HELPCTR\config contain references to 'expiry dates' which are dates
long past? I'm no expert but I like to dig around. Does anybody think this is
significant?
 
Those files are downloaded from Microsoft's servers when using Help and
Support Center. They tell the program what links to display when first
opened based on your version of Windows. They also contain links to the MS
KB. These links are either bad or there is a problem with Microsoft's web
server.

Basically there is no way to fix the problem on your computer since the
problem is a misconfiguration with Microsoft's web servers.
 
Basically open Help and Support and type in a search term. No matter what
the search term is, the Microsoft Knowledge Base tab will always return 0
results.

This is under Windows XP SP2 Professional (32-bit addition). As the links
used to search the KB differ for each version of Windows (they use values
stored in the windows registry) I can only verify that it does not work for
XP SP2 Professional. Someone else confirmed the problem under XP Home as
well. I have no idea if it works or not under Vista or any other version of
Windows that contains the Help and Support Center.

See my first post in this thread for the reason why it's not working.
 
See my seperate new thread as to the solution.
Basically I put in a free support request and the conclusion was that it
does not work for reasons unknown.
Confirmed by Microsoft Research via UK Support, who themselves could not get
it to work.
They are working on it.

Malc.
 
Thankyou Michael,

Since I never use H&P I wasn't on the same page as you were, I understand and see
what you and others are experiencing. The issue has been channeled through to MS and
with hopes they may resolve it, yet one never knows what they'll do or not. It's now
a wait and see what becomes of it mode.

--

Brian A. Sesko { MS MVP_Shell/User }
Conflicts start where information lacks.
http://basconotw.mvps.org/

Suggested posting do's/don'ts: http://www.dts-l.org/goodpost.htm
How to ask a question: http://support.microsoft.com/kb/555375
 
Sep 18, 2007 => Search is working again.

Help & Support is searching the Microsoft online knowledge base once again.

Interestingly, the help home page still does not indicate connection to the
Internet - it does not update the main page with date and the usual suggested
articles online.
 
So it is!!
But the home page does not update with the date etc as you say.
At least, we're half way there.

Cheers,
Malc.
 
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