The security update that is documented in Microsoft Security Bulletin MS04-015 does not install correctly if the Help and Support service is disabled (841996)


The information in this article applies to:

  • Microsoft Windows Server 2003, 64-Bit Datacenter Edition
  • Microsoft Windows Server 2003, 64-Bit Enterprise Edition
  • Microsoft Windows Server 2003, Datacenter Edition
  • Microsoft Windows Server 2003, Enterprise Edition
  • Microsoft Windows Server 2003, Web Edition
  • Microsoft Windows Server 2003, Standard Edition
  • Microsoft Windows XP Home Edition
  • Microsoft Windows XP Tablet PC Edition
  • Microsoft Windows XP 64-Bit Edition Version 2003
  • Microsoft Windows XP 64-Bit Edition Version 2002
  • Microsoft Windows XP Professional
  • Microsoft Windows XP Media Center Edition

SYMPTOMS

The security update that is documented in Microsoft Security Bulletin MS04-015 appears to install correctly. However, the Connection.htm file that is contained in the Hsc.system.errors.connection.htm.cab file in the security update package is not installed to the %systemroot%\PCHealth\HelpCtr\System\errors folder.

Additionally, you may notice errors that are similar to the following in the system event log:

Date: date
Time: time
Type: Error
User: domain_name\user_name
Computer: computer_name
Source: DCOM
Category: None
Event ID: 10005
Description: DCOM got error "The service cannot be started, either because it is disabled or because it has no enabled devices associated with it." attempting to start the service helpsvc with arguments "" in order to run the server: {833E4012-AFF7-4AC3-AAC2-9F24C1457BCE}

For more information, see Help and Support Center at http://support.microsoft.com.

Note When this problem occurs, Windows Update and the Microsoft Baseline Security Analyzer (MBSA) report that the security update that is documented in Microsoft Security Bulletin MS04-015 is installed correctly.

CAUSE

This problem occurs if the Help and Support service is disabled. If the Help and Support Center is unnecessary in an environment, an administrator may disable the Help and Support service as a security best practice.

Note If the Help and Support service is not running, no vulnerability exists. However, if the Help and Support service is started, a security threat may exist because the updated Connection.htm file is not installed. An administrator could inadvertently start the Help and Support service even if its startup behavior is set to "Disabled." Therefore, we recommend that administrators use the procedure that is described in the "Resolution" section to help protect against this issue.

RESOLUTION

To resolve this problem, set the Help and Support service to Automatic, and then reinstall the security update that is documented in Microsoft Security Bulletin MS04-015. To set the Help and Support service to Automatic on your local computer, follow these steps:
  1. Click Start, and then click Run.
  2. In the Open box, type services.msc /s, and then click OK.
  3. Double-click Help and Support.
  4. For Startup type, click Automatic, and then click OK.


Important If a domain administrator has disabled the Help and Support service on your computer by using domain Group Policy settings, you cannot configure the service by using the local Group Policy Object Editor. The domain administrator must use the appropriate domain Group Policy Object Editor to configure the Help and Support service in the following location:

Computer Configuration\Windows Settings\Security Settings\System Services



To reinstall the security update that is documented in Microsoft Security Bulletin MS04-015, download and then run the appropriate package from the following Microsoft Web site:

http://www.microsoft.com/technet/security/bulletin/ms04-015.mspx



Note Windows Update will not offer to reinstall this security update because it is already registered as installed.

MORE INFORMATION

The Help and Support service permits the Help and Support Center application to run on your computer. The service supports the Help and Support Center application and enables communication between the client application and the Help data.
Modification Type:MajorLast Reviewed:9/22/2006
Keywords:kbQFE kbWinXPsp2fix kbpending kbbug KB841996
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