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On 1 January 2013 the following faults became evident in XP

Customer Question
Pro:Version 5.1 (Build 2600.xpsp_sp3_gdr.120821-1629: Service...
On 1 January 2013 the following faults became evident in XP Pro:Version 5.1 (Build 2600.xpsp_sp3_gdr.120821-1629: Service Pack 3)

Microsoft Word and Excel are missing;
Files will open from Start/Run but not from Desktop shortcuts
Internet Explorer opens briefly but does not connect to the internet then closes;
Windows Help gives an error message to say that the help exe file is missing;
Outlook Express will not receive mail.

When attempting to reinstall Microsoft Office from a CD, an error message said the comuter was running in safe mode and the installatioin file was corrupted.

The computer is protected by Symantec Endpoint Protection with definitions updated on 26 December 2012 but will not scan for viruses.
Version:11.0.6000.550

All Windows updates were downloaded and installed by 27 December 2012. The only error message indicated that Outlook Express coud not be updated.

In the few days before 28 December 2012, I was downloading files to create maps for a Garmin GPS. This included and attempt to update Google Earth which involved loading DirectX. The updated version of Google Earth would not run.

During the process of downloading the various files, I inadvertently downloaded 7-zip. On 31 December 2012, I deleted 7-zip using the utility in Control Panel.

I have checked the registry using regedit and found none of the suggestions from blogs. I have also used Norton Utilities to check and clean the registry. Several faults were found and corrected.

Are you able to help?
Submitted: 5 years ago.Category: Microsoft Office
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Answered in 1 hour by:
1/3/2013
Microsoft Office Technician: romr2009, Computer Hardware Engineer replied 5 years ago
romr2009
romr2009, Computer Hardware Engineer
Category: Microsoft Office
Satisfied Customers: 1,782
Experience: 32 years practical systems experience: computer/phone, automotive, appliance, & electrical control
Verified

Hello Ian,

  • Run CHKDSK to fix any soft errors on your hard drive.

 

-----

  • For Windows XP:

    Click the start button at the lower left corner of your screen.
    Click on RUN...
    Type cmd and click OK.
    Type CHKDSK and press the enter key.

-----

  • Wait for the procedure to complete.

  • Do not schedule yet.

  • Send the results first as directed below.
    -----
    Right-click on the text and choose SELECT ALL.
    Then go to the justanswer window and select PASTE so I can see the results.

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Customer reply replied 5 years ago

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.


C:\Documents and Settings\Ian>cd\


C:\>Sfc /scannow


C:\>dir msconfig*.* /s
Volume in drive C is S3A1992D001
Volume Serial Number is XXXXX


Directory of C:\WINDOWS\$NtServicePackUninstall$


04/08/2004 11:00 PM 158,208 msconfig.exe
1 File(s) 158,208 bytes


Directory of C:\WINDOWS\Help


04/08/2004 11:00 PM 17,240 msconfig.chm
23/12/2009 04:33 PM 1,383,743 msconfig.chw
2 File(s) 1,400,983 bytes


Directory of C:\WINDOWS\I386


04/08/2004 11:00 PM 9,591 MSCONFIG.CH_
04/08/2004 11:00 PM 59,137 MSCONFIG.EX_
2 File(s) 68,728 bytes


Directory of C:\WINDOWS\pchealth\helpctr\binaries


14/04/2008 11:12 AM 169,984 msconfig.exe
1 File(s) 169,984 bytes


Directory of C:\WINDOWS\ServicePackFiles\i386


14/04/2008 11:12 AM 169,984 msconfig.exe
1 File(s) 169,984 bytes


Directory of C:\WINDOWS\system32\dllcache


14/04/2008 11:12 AM 169,984 msconfig.exe
1 File(s) 169,984 bytes


Total Files Listed:
8 File(s) 2,137,871 bytes
0 Dir(s) 13,863,936,000 bytes free


C:\>cd WINDOWS\Help


C:\WINDOWS\Help>msconfig
'msconfig' is not recognized as an internal or external command,
operable program or batch file.


C:\WINDOWS\Help>cd\


C:\>chkdsk
The type of the file system is NTFS.
Volume label is S3A1992D001.


WARNING! F parameter not specified.
Running CHKDSK in read-only mode.


CHKDSK is verifying files (stage 1 of 3)...
File verification completed.
CHKDSK is verifying indexes (stage 2 of 3)...
Index verification completed.
CHKDSK is recovering lost files.
Recovering orphaned file ETILQS~3 (123287) into directory file 16285.
Recovering orphaned file etilqs_O6xugkB0qiexcgq (123287) into directory file 162
85.
Recovering orphaned file LOCALS~1.TMP (127253) into directory file 9394.
Recovering orphaned file Local State~RF7e67ed.TMP (127253) into directory file 9
394.
CHKDSK is verifying security descriptors (stage 3 of 3)...
Security descriptor verification completed.
CHKDSK is verifying Usn Journal...
Repairing Usn Journal file record segment.
Usn Journal verification completed.
Correcting errors in the master file table's (MFT) BITMAP attribute.
Correcting errors in the Volume Bitmap.
Windows found problems with the file system.
Run CHKDSK with the /F (fix) option to correct these.


56267630 KB total disk space.
42365880 KB in 120630 files.
45476 KB in 14871 indexes.
0 KB in bad sectors.
317414 KB in use by the system.
53264 KB occupied by the log file.
13538860 KB available on disk.


4096 bytes in each allocation unit.
14066907 total allocation units on disk.
(NNN) NNN-NNNNallocation units available on disk.


C:\>

Microsoft Office Technician: romr2009, Computer Hardware Engineer replied 5 years ago
  • You have serious problems with your hard drive.
  • Backup your important data to a flash drive or external hard drive now in case your hard drive dies.
  • Do not save anything your current hard drive because that might cause a total failure.
  • Then perform the procedure below to see if we can save the current hard drive

 

-----

 

 

  • For Windows XP:
  • Click the start button at the lower left corner of your screen.
    Click on RUN...
    Type cmd and click OK.

  • Type CHKDSK /F and press the Enter key.

  • (CHKDSK /F has a space between CHKDSK and /F.)
  • If it asks to schedule, press Y (yes) to schedule a repair for the next restart and restart using the Windows start menu.

-----

  • Wait for the procedure to complete.

  • It may take hours to complete depending on the problems with the hard drive so do this overnight if possible without interruption.

-----

  • If it does not pause to do the CHKDSK automatically, we will need the Windows CD/DV.

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Customer reply replied 5 years ago

I am in the process of copying to an external drive and shall run chkdsk /F afterwards. The copy halted because something is open so I shall sign off for the moment and return when all is complete.


 


Many thanks,


 


Ian

Microsoft Office Technician: romr2009, Computer Hardware Engineer replied 5 years ago

OK.

 

I have about 25 minutes left for today but will check your response tomorrow.

 

 

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Microsoft Office Technician: romr2009, Computer Hardware Engineer replied 5 years ago

 

I have about 25 minutes left for today but will check your response tomorrow.

Ask Your Own Microsoft Office Question
Customer reply replied 5 years ago
Customer
I have to respond to this from the mail server as OE will not connect.
The info that you have requested follows. I shall run chkdsk with the F to
repair the files.
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Ian>cd\

C:\>Sfc /scannow

C:\>dir msconfig*.* /s
Volume in drive C is S3A1992D001
Volume Serial Number is XXXXX

Directory of C:\WINDOWS\$NtServicePackUninstall$

04/08/2004 11:00 PM 158,208 msconfig.exe
1 File(s) 158,208 bytes

Directory of C:\WINDOWS\Help

04/08/2004 11:00 PM 17,240 msconfig.chm
23/12/2009 04:33 PM 1,383,743 msconfig.chw
2 File(s) 1,400,983 bytes

Directory of C:\WINDOWS\I386

04/08/2004 11:00 PM 9,591 MSCONFIG.CH_
04/08/2004 11:00 PM 59,137 MSCONFIG.EX_
2 File(s) 68,728 bytes

Directory of C:\WINDOWS\pchealth\helpctr\binaries

14/04/2008 11:12 AM 169,984 msconfig.exe
1 File(s) 169,984 bytes

Directory of C:\WINDOWS\ServicePackFiles\i386

14/04/2008 11:12 AM 169,984 msconfig.exe
1 File(s) 169,984 bytes

Directory of C:\WINDOWS\system32\dllcache

14/04/2008 11:12 AM 169,984 msconfig.exe
1 File(s) 169,984 bytes

Total Files Listed:
8 File(s) 2,137,871 bytes
0 Dir(s) 13,863,936,000 bytes free

C:\>cd WINDOWS\Help

C:\WINDOWS\Help>msconfig
'msconfig' is not recognized as an internal or external command,
operable program or batch file.

C:\WINDOWS\Help>cd\

C:\>chkdsk
The type of the file system is NTFS.
Volume label is S3A1992D001.

WARNING! F parameter not specified.
Running CHKDSK in read-only mode.

CHKDSK is verifying files (stage 1 of 3)...
File verification completed.
CHKDSK is verifying indexes (stage 2 of 3)...
Index verification completed.
CHKDSK is recovering lost files.
Recovering orphaned file ETILQS~3 (123287) into directory file 16285.
Recovering orphaned file etilqs_O6xugkB0qiexcgq (123287) into directory
file 162
85.
Recovering orphaned file LOCALS~1.TMP (127253) into directory file 9394.
Recovering orphaned file Local State~RF7e67ed.TMP (127253) into directory
file 9
394.
CHKDSK is verifying security descriptors (stage 3 of 3)...
Security descriptor verification completed.
CHKDSK is verifying Usn Journal...
Repairing Usn Journal file record segment.
Usn Journal verification completed.
Correcting errors in the master file table's (MFT) BITMAP attribute.
Correcting errors in the Volume Bitmap.
Windows found problems with the file system.
Run CHKDSK with the /F (fix) option to correct these.

56267630 KB total disk space.
42365880 KB in 120630 files.
45476 KB in 14871 indexes.
0 KB in bad sectors.
317414 KB in use by the system.
53264 KB occupied by the log file.
13538860 KB available on disk.

4096 bytes in each allocation unit.
14066907 total allocation units on disk.
3384715 allocation units available on disk.

C:\>
Microsoft Office Technician: romr2009, Computer Hardware Engineer replied 5 years ago
OK, let me know when you are able to post the results.

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Customer reply replied 5 years ago

Good morningCustomer


I had a modem problem that I had to fix before coming on line this morning.


 


The results of several chkdsk /F are as follows:


 


4 Jan 2013 0940
Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.


C:\Documents and Settings\Ian>cd\


C:\>chkdsk
The type of the file system is NTFS.
Volume label is S3A1992D001.


WARNING! F parameter not specified.
Running CHKDSK in read-only mode.


CHKDSK is verifying files (stage 1 of 3)...
File verification completed.
CHKDSK is verifying indexes (stage 2 of 3)...
Index verification completed.
CHKDSK is verifying security descriptors (stage 3 of 3)...
Security descriptor verification completed.
CHKDSK is verifying Usn Journal...
Usn Journal verification completed.
Correcting errors in the Volume Bitmap.
Windows found problems with the file system.
Run CHKDSK with the /F (fix) option to correct these.


56267630 KB total disk space.
41838060 KB in 120477 files.
45488 KB in 14869 indexes.
0 KB in bad sectors.
317414 KB in use by the system.
53264 KB occupied by the log file.
14066668 KB available on disk.


4096 bytes in each allocation unit.
14066907 total allocation units on disk.
(NNN) NNN-NNNNallocation units available on disk.


 


This looks ok to my uneducated eye, however, the original problems with Windows still exist.


 


Most evident is that I am unable to run anything from the desktop; internet explorer and outlook refuse to connect to the internet. I am talking to you via Chrome.


 


Where do we go from here?


 


Ian

Microsoft Office Technician: romr2009, Computer Hardware Engineer replied 5 years ago
  • Certain parts of your hard drive are no longer writeable do to old age.
  • You will still be able to read data from the hard drive but the programs that require interactive reads/writes will fail.

-----

 

  • If you want to stay with XP (to ensure compatibility with your current hardware and software) you will need another internal hard drive.
  • If you have a Windows XP install CD/DVD it is best to install on the new hard drive.
  • Your other software will also have to be installed on the new hard drive.
  • Set your old hard drive aside as a backup for your data and serial numbers/install keys.
  • Do not try to reformat the old drive because the changes necessary will render it completely inoperative.

 

 

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Customer reply replied 5 years ago

Unfortunately, the computer is a Toshiba Tecra laptop so it is not all that easy to install a new hard drive. If I am to continue with this computer, I have to find another solution.

Microsoft Office Technician: romr2009, Computer Hardware Engineer replied 5 years ago
  • Not a problem.
  • Laptop hard drives are easier to install since they have their own bay doors.
  • Do you have a specific Tecra model number?

Ask Your Own Microsoft Office Question
Customer reply replied 5 years ago

Toshiba Tecra Model PTA20A - 02R002

Microsoft Office Technician: romr2009, Computer Hardware Engineer replied 5 years ago

 

  • Do ou have the Windows XP installation CD/DVD?
  • Take a look at your hard drive using the one of the Tecra instructions at the link below:


http://www.bixnet.com/toshiba2.html

  • You will have to re-use the connector adapter from the original drive.
  • Then compare it to the hard drives below:

 

 

http://laptopparts.com.au/toshiba-tecra-a2-pta20a-02r002-hdd-60-0gb-4200rpm-fuj-p000402440.html


http://www.impactcomputers.com/p000402440.html

http://www.notebookparts.com/toshiba-satellite-tecra-portege-60gb-hard-drive-p000402440/

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Customer reply replied 5 years ago

XP was already on the laptop when I bought it. There are probably .cab files hidden somewhere.


 


In respect of a new hard drive, thank you but I do not wish to follow that course.

Microsoft Office Technician: romr2009, Computer Hardware Engineer replied 5 years ago
  • Your hard drive is losing data and settings so you know that it needs to be replaced right?
    You can purchase the installation DVD from Toshiba.
Ask Your Own Microsoft Office Question
Microsoft Office Technician: romr2009, Computer Hardware Engineer replied 5 years ago
  • So if your car has a flat tire, and I recommend you replace it with the spare tire, you give me a bad rating because you think I am giving you bad advice?

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Customer reply replied 5 years ago

My opinion, for what it is worth, is that the problem is not the hard disk. The analogy with a flat tyre is invalid. If a tyre is flat, you can see that it is flat. The chkdsk result above shows no bad sectors and defragmentation ran smoothly and showed no errors.


 


I was forced to select a rating from what was offered. I am definitely not going to pursue a hardware fix for this computer and wish to find an alternative answer.


 


From what I have learned so far, it would appear that the problem was caused by running out of memory. There was a warning about low virtual memory the day before I discovered the current problem. I am part the way there but there are still problems with Windows. If you wish to offer advice to assist, that is fine. I shall not respond to further comments such as the one above.


 


The problems are:


- Windows Help does not work


- Toshiba diagnostics do not work


- I am unable to delete Google Earth nor re-install MS Office - a message appears:"The Windows Installer Service could not be accessed. This can occur if you are running Windows in safe mode, or if the Windows Installer is not correctly installed."


- Internet Explorer does not connect to the internet


- Outlook does not receive mail.


 


I welcome your response.

Microsoft Office Technician: romr2009, Computer Hardware Engineer replied 5 years ago

C:\>chkdsk
The type of the file system is NTFS.
Volume label is S3A1992D001.


WARNING! F parameter not specified.
Running CHKDSK in read-only mode.


CHKDSK is verifying files (stage 1 of 3)...
File verification completed.
CHKDSK is verifying indexes (stage 2 of 3)...
Index verification completed.
CHKDSK is verifying security descriptors (stage 3 of 3)...
Security descriptor verification completed.
CHKDSK is verifying Usn Journal...
Usn Journal verification completed.
Correcting errors in the Volume Bitmap.
Windows found problems with the file system.
Run CHKDSK with the /F (fix) option to correct these.

 


  • What does the 2nd to last line infer?
  • Virtual memory uses disk space to swap real memory at a cost of 1000X speed.

 

 

 

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Category: Microsoft Office
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