BTHelpbrowser.exe completely grabs all the CPU and freezes my computer

[Evenley]

When my computer slows or nearly stops - I start Windows Task Manager and see that the process BTHelpbrowser.exe is taking 99%of my CPU and 44,095K of my memory ...WHY ????

I have tried deleting the process - but that doesn't seem to work - the only way is to re-boot ! AAARGHHH !

I can't find anywhere on the BT help website where I can post this question - so it's over to 'the community' to help..Please.

[Jarviser]

The BT desktop help software is notoriously incompatible with some Windows, particularly Vista and Win7. Usually it's trying to install an update that does not exist.

My advice is to uninstall all BT software and use standard a browser (preferably Firefox as the BT software may have clobbered your Explorer) and if you are on Wifi use Windows itself to connect rather than BT onnection manager

See here to remove software, and also see here if you use wifi.

[Evenley]

Thanks - that makes sense - when I deleted the BTHelpbrowser process - it grabbed iexplorer.exe and the same thing happened. Could it also be a clash with my Kapernsky security software?

[Evenley]

I am on Windows xp ... before I delete everything - has anyone else come across this problem?

[MikeFlint]

As others have mentioned, the BTHelp is a waste of time and resources, so un-install it. I used to have a problem with the BT Norton AV grabbed a CPU on XP; but I haven't had that problem since McAfee, although I rarely use Windows these days.

Unless you specifically use some of the BT software I'd un-install all of it (including the online security if you use something else); then do a re-boot. This is just a Windows foible - best to do a reboot after uninstalling software.

Then go about installing/using your prefered browser/security/etc.

Also might be worth running Hijackthis once you are up and running to check if any remnants of BT software have survived the uninstall(!)

[StephanieG]

Hi Guys

There have been a number of improvements made to our Desktop Help, for instance we now use the Windows OS wireless manager, and we also now use Internet Explorer as our browser with the option of a BT Yahoo toolbar. This does work with windows XP, Vista and Win7 32 bit version. Approximately 2 million people have Desk Top Help installed and it has helped fix a huge number of issues so I think it’s a great piece of kit and well worth an install.

@Evenly

What version of Desk Top Help do you have?

If you’re not quite sure, the best thing to do is remove what you have at the moment with the following instructions:

1. First make sure old Desktop Help is uninstalled (start All Programs->BT Broadband Desktop Help->Uninstall)…check add/remove programs too for any sign.

2. In task manager if you see the following – remove it:

a) BTHelpNotifier.exe

b) McciTrayApp.exe

c) McciServiceHost.exe

3. If you see McciCMService.exe please stop it in services (control Panel ->Administrative Tools->Services)

4. In registry delete the following hives (to start regedit do  Start->Run->Regedit): 

- HKEY_LOCAL_MACHINE\SOFTWARE\Motive

- HKEY_CURRENT_USER\Software\Motive

Restart the PC

You can then download the latest version of Desktop Help and install it from here

Let us know how you get on.

Thanks,

Stephanie

[RobinP]

Good post 

Just thought I'd add that there are a Shed load of people on the web trying to find out exactly what the "McciCMService" entry in Services is. 

Many seem to think it's possible malwere.

It might ease a lot of minds if this entry were also headed up with a reference to McciCMService as a quick Google search makes no mention of it being part of the old BTHelpDesk software.... hmm, maybe this post will correct that...... 

[albert572]

Hi

Is this still an issue!!!! I am running on a Acer 3004WLMi notebook using XP Home Edition with Service Pack 3. For a long time my system has fequently slowed right done, sometimes coming to a complete halt. It will frequently not boot up properly and will often not shut down because programs have stopped responding.. Using event viewer I notice that when it will not boot up it is because McciCmService.exe has not responded to a Start command. In addition when it wll not shut down the program which has stopped responding is sometimes (although not always) McciAsyncEventMgrWnd. All this sounds suspiciously like the problems in this blog and others on the net which date from 2009/2010. The advice from Moderator StephanieG at that time was to reload the BTDesktop Help software and there was an implication that only earlier versions of the software might have been a problem. I only reinstalled Net Protect from BT about one week ago (i.e. about 12th Feb 2012) following a total reformat of the C drive (about the fourth recently). So does anybody know if there are still ongoing issues with this Motive software which is still being issued as part of Bt Broadband Desktop Help.

Thank you