Help and Support Update Hangs During Reboot (299014)


The information in this article applies to:

  • Microsoft Windows Millennium Edition
This article was previously published under Q299014

SYMPTOMS

After you install the "Windows Me Help and Support Update, November, 2000" from the Microsoft Windows Update Web site, your computer may stop responding (hang) during the post-installation restart, while system settings are being updated.

This problem occurs only if you downloaded the update before May 11, 2001, and you attempt to download and install other updates from the Windows Update Web site along with it. The problem can also occur if the update is downloaded separately, and is then applied to the computer in conjunction with any other update (or hotfix), without first restarting the computer.

After you restart the computer, the Hcsetup.log file (that is placed in the Windows\Temp folder during the update) may be very large, depending on how long the computer was left in a "hung" state. Most of the entries in this file are "Error merging index" entries.

RESOLUTION

NOTE: Because of the problem that is described in this article, Microsoft temporarily removed the Help and Support Update from the Windows Update Web site, and reposted it on May 11, 2001.

A supported fix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Apply it only to computers that are experiencing this specific problem.

To resolve this problem, contact Microsoft Product Support Services to obtain the fix. For a complete list of Microsoft Product Support Services phone numbers and information about support costs, visit the following Microsoft Web site:

http://support.microsoft.com/default.aspx?scid=fh;EN-US;CNTACTMS

NOTE: In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

To download the Help and Support update, visit the following Microsoft Web site:

Microsoft Windows Update

NOTE: This link opens the Microsoft Windows Update Web site for the version of Windows that you are running. To access the Microsoft Windows Update Web site for Windows Millennium Edition (Me), you must be running Windows Me. Release Date: May 2000

For additional information about how to download Microsoft Support files, click the following article number to view the article in the Microsoft Knowledge Base:

119591 How to Obtain Microsoft Support Files from Online Services

Microsoft scanned this file for viruses. Microsoft used the most current virus-detection software that was available on the date that the file was posted. The file is stored on security-enhanced servers that help to prevent any unauthorized changes to the file. The English version of this fix should have the following file attributes or later:
   Date        Time     Version      Size     File name
   -------------------------------------------------------
   05/15/2001  04:35pm  4.90.0.3004  217,360  Hcupdate.exe
   10/17/2000  04:19pm  4.90.0.3002  495,888  HelpCtr.exe
   05/09/2001  10:26am  4.90.0.3004   90,384  PChsetup.exe

STATUS

Microsoft has confirmed that this is a problem in Microsoft Windows Millennium Help and Support Update.

MORE INFORMATION

For additional information concerning the Windows Me Help and Support Update, click the article number below to view the article in the Microsoft Knowledge Base:

278497 Windows Me Help and Support Update, November, 2000

The Hcupdate.log file may be larger than one megabyte, and contain many "Error merging index" entries. The following sample log has been edited to shorten it: 
===========================================
HCUPDATE Log started HH:MM:01 GMT on m/d/yyyy
===========================================
HH:MM:01 GMT - 0 - Processing CAB : C:\WINDOWS\pchealth\helpctr\install\wmupd1.cab
HH:MM:03 GMT - 0 - Verified signature of help package
HH:MM:03 GMT - 0 - Obtained cert info
HH:MM:07 GMT - 0 - Extracted package_description.xml from help package
HH:MM:08 GMT - 0 - Loaded package_description.xml
HH:MM:09 GMT - 0 - Processing HHT file : C:\WINDOWS\temp\upd_0900.hht
HH:MM:09 GMT - 0 - Inserting Node "Help_and_Support_Updates" into Category "Using_Windows_Millennium_Edition"
HH:MM:11 GMT - 0 - Processed HHT file
HH:MM:11 GMT - 0 - Processing HHT file : C:\WINDOWS\temp\upd_0901.xml
.
.
.
HH:MM:45 GMT - 0 - Processing Taxonomy entry : Category : Using_Windows_Millennium_Edition/Help_and_Support_Updates, ...
.
.
.
HH:MM:21 GMT - 0 - Processed HHT file
HH:MM:21 GMT - 0 - Installing file : redirect.htm, Action : ADD
HH:MM:22 GMT - 80070005 - Error extracting installation file from help package
HH:MM:22 GMT - 80070005 - Error processing installation file
HH:MM:26 GMT - 80070005 - Error merging index
HH:MM:27 GMT - 80070005 - Error merging index
HH:MM:27 GMT - 80070005 - Error merging index
HH:MM:27 GMT - 80070005 - Error merging index
HH:MM:28 GMT - 80070005 - Error merging index
.
.
.
HH:MM:59 GMT - 80070005 - Error merging index
HH:MM:59 GMT - 80070005 - Error merging index
HH:MM:59 GMT - 80070005 - Error merging index


For additional information about Windows Me hotfixes, click the article number below to view the article in the Microsoft Knowledge Base:

295413 General Information About Windows Millennium Edition Hotfixes

Modification Type:MinorLast Reviewed:9/26/2005
Keywords:kbHotfixServer kbQFE kbbug kbenv kbfix kbQFE kbsetup KB299014
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