Microsoft GetHelp.exe

[CanardNoir]

I've been having trouble getting Microsoft's GetHelp.exe to run for the last couple of weeks. (Also, having difficulties with Microsoft solitaire)

I think I've now got to the bottom of the problems which I suspect are related.

BT is not routing the requests correctly through their network and the apps are consequently failing. I can sometimes get them to run by trying multiple times (more than ten) in quick succession but even this cannot be guaranteed. The GetHelp app reports it cannot gain access to the networked info it needs.

I've now managed to tie the problem to the BT network. If I disconnect from the SH2 and connect my PC to another ISP GetHelp.exe runs first time every time.

I have no idea how to tell BT about this but suspect that they'll poo-hoo me if I do and tell me to clear my cache, use a different browser, re-start my PC or perform a horn-pipe (none of these will solve the problem somewhere in their network).

Heigh-ho! Might just have to change ISP.

[shakey1981]

works ok for me 

[CanardNoir · Accepted solution]

I did some further investigation and have discovered the issue and now have GetHelp.exe working.

The network is not routing IP correctly. By disabling IP6 (and so relying onIP4) GetHelp.exe and other MS sites work at the first attempt.

Not the ideal solution but at least I can get help with my PC from MS.

[CanardNoir]

Yet further detective work confirms that it is known by Microsoft that BT misroute or drop IPv6 traffic for Microsoft services.

Re-booting my PC, clearing my browser cache or changing browser as advised by BT to solve the problem could not possibly work as the problem is with BT. Odd that their tech folk don't know this. Odder is why they haven't resolved the issue.

I'm relieved to know that it isn't a problem with my PC in spite of what BT wanted me to believe.

I wonder if it's possible to tell BT about their problem and how one might go about that. They clearly have a reputational issue with Microsoft and a continuing problem which must affect a very large number of their customers.

At least I don't have the inconvenience of changing ISPs - for now!