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TICKET ARCHIVE -> missing "Help" files
dmadee1956 - Dec 14, 2005 - 12:57 pm
Hi again.
Did you get the quiestion I sent Dec 13 regarding missing Help files for QuickTime, Norton AntiVirus, Mac Help, Live Update,
iTunes, Lexmark z22-23, AppleScritp, System Prefs. "Help Viewer" launches, but I just get an empty window.
I also get nothing when I click on "Software Update".
The help files are present for Safari, IE, DVD Player, AppleWorks, iPhoto.
This trouble showed up yesterday, and the last thing I had done was run Disk Utility and Verify / Repair Permissions.
Can you tell me what's happened and how to fix it??
I am running OS X 10.3.9. I installed 10.3.3, upgraded to 10.3.8, and then to 10.3.9 (on Dec 12). Also installed the Java update for 10.3.9 on Dec 12. I had done an "Archive & Install" to upgrade to 10.2 and then another "Archive & Install" from 10.2.8 to Panther. I trashed Previous System 1 on Dec 11. Had no problems. It wasn't until I ran Disk Utility that the HELP files disappeared.
Did you get the quiestion I sent Dec 13 regarding missing Help files for QuickTime, Norton AntiVirus, Mac Help, Live Update,
iTunes, Lexmark z22-23, AppleScritp, System Prefs. "Help Viewer" launches, but I just get an empty window.
I also get nothing when I click on "Software Update".
The help files are present for Safari, IE, DVD Player, AppleWorks, iPhoto.
This trouble showed up yesterday, and the last thing I had done was run Disk Utility and Verify / Repair Permissions.
Can you tell me what's happened and how to fix it??
I am running OS X 10.3.9. I installed 10.3.3, upgraded to 10.3.8, and then to 10.3.9 (on Dec 12). Also installed the Java update for 10.3.9 on Dec 12. I had done an "Archive & Install" to upgrade to 10.2 and then another "Archive & Install" from 10.2.8 to Panther. I trashed Previous System 1 on Dec 11. Had no problems. It wasn't until I ran Disk Utility that the HELP files disappeared.
bobw - Dec 14, 2005 - 1:19 pm
Hi Donna
Do this;
Go to User/Library/Preferences and trash the following files:
com.apple.help.plist
com.apple.helpui.plist
com.apple.helpviewer.plist
Next go to User/Library/Caches and delete the com.apple.helpui folder.
Restart and try Help.
bobw
http://www.macosx.com
Do this;
Go to User/Library/Preferences and trash the following files:
com.apple.help.plist
com.apple.helpui.plist
com.apple.helpviewer.plist
Next go to User/Library/Caches and delete the com.apple.helpui folder.
Restart and try Help.
bobw
http://www.macosx.com
dmadee1956 - Dec 14, 2005 - 2:53 pm
Hi Bob,
Thanks very much for responding so quickly. I did as you suggested, and as far as I can tell, all is well except that there is still no Help for Norton AntiVirus and iTunes, and I still get nothing when I click on Software Update.
One other thing, when I first booted up today, my iBook went to a blue screen and froze there: no pointer, no spinning ball, nada. My heart has stopped: this is a Mac!! This does not happen!!!
I pressed the start button again, and this time I was relieved to hear the all's well chime, and all went well. After I trashed the files/folders you indicated, I restarted and again all I got was this static blue screen!!! I pushed the button again, and my Mac started up fine!!
Any thoughts on how to retrieve the still missing help stuff and why my Mac is doing the wonky start-ups?
Thanks again in advance for your help. It is very much appreciated!!
By the way, the "Check Spelling" feature on this page doesn't work!!
Thanks very much for responding so quickly. I did as you suggested, and as far as I can tell, all is well except that there is still no Help for Norton AntiVirus and iTunes, and I still get nothing when I click on Software Update.
One other thing, when I first booted up today, my iBook went to a blue screen and froze there: no pointer, no spinning ball, nada. My heart has stopped: this is a Mac!! This does not happen!!!
I pressed the start button again, and this time I was relieved to hear the all's well chime, and all went well. After I trashed the files/folders you indicated, I restarted and again all I got was this static blue screen!!! I pushed the button again, and my Mac started up fine!!
Any thoughts on how to retrieve the still missing help stuff and why my Mac is doing the wonky start-ups?
Thanks again in advance for your help. It is very much appreciated!!
By the way, the "Check Spelling" feature on this page doesn't work!!
bobw - Dec 14, 2005 - 3:00 pm
Donna
I would trash Nortons. It has been known to cause problems on OS X Systems, and there are no viruses that can affect an OS X system.
Next, open Disk Utility in your Utility folder and run Repair Permissions on your disk.
Then boot off the 10.3 CD/DVD by holding the C key down. After you have the Installer windo, go up to the Installer menu to Disk Utility and run Repair Disk. If it finds any errors, run it again until it finds no errors. Quit Disk Utility when doen, the quit the Installer and it will restart.
Next, download Onyx and use it to clear all Caches, run the cron scripts, and Reset help.
Onyx
http://www.titanium.free.fr/pgs/english.html
bobw
http://www.macosx.com
I would trash Nortons. It has been known to cause problems on OS X Systems, and there are no viruses that can affect an OS X system.
Next, open Disk Utility in your Utility folder and run Repair Permissions on your disk.
Then boot off the 10.3 CD/DVD by holding the C key down. After you have the Installer windo, go up to the Installer menu to Disk Utility and run Repair Disk. If it finds any errors, run it again until it finds no errors. Quit Disk Utility when doen, the quit the Installer and it will restart.
Next, download Onyx and use it to clear all Caches, run the cron scripts, and Reset help.
Onyx
http://www.titanium.free.fr/pgs/english.html
bobw
http://www.macosx.com
dmadee1956 - Dec 14, 2005 - 4:39 pm
Bob,
Thank for the quick reply, and advice. (I hope I don't become the bane of your existence!!)
I did "Repair Permissions"; booted from the CD and ran Repair Disk. No errors discovered: "Volume Mac .. appears to be fine". Quit Installer and my Mac booted up fine, no funny blue screen.
I downloaded OnyX, and on the requirements page it says that I must be running OS X 10.3.x with BSD subsystem. I did a find file and located Library/Receipts/BSD.pkg. Is this just plain BSD package the same as a BSD SUBSYSTEM pkg?
It is also required that I have the latest OS, and to run Software Update to check. Selecting Software Update still does nothing. Can I be sure that 10.3.9 is the latest Panther update?
On another subject, do you recommend using MacJanitor to run the nightly / weekly / monthly system maintenance tasks?? Or does OnyX do that too?
Many thanks again.
Donna
Thank for the quick reply, and advice. (I hope I don't become the bane of your existence!!)
I did "Repair Permissions"; booted from the CD and ran Repair Disk. No errors discovered: "Volume Mac .. appears to be fine". Quit Installer and my Mac booted up fine, no funny blue screen.
I downloaded OnyX, and on the requirements page it says that I must be running OS X 10.3.x with BSD subsystem. I did a find file and located Library/Receipts/BSD.pkg. Is this just plain BSD package the same as a BSD SUBSYSTEM pkg?
It is also required that I have the latest OS, and to run Software Update to check. Selecting Software Update still does nothing. Can I be sure that 10.3.9 is the latest Panther update?
On another subject, do you recommend using MacJanitor to run the nightly / weekly / monthly system maintenance tasks?? Or does OnyX do that too?
Many thanks again.
Donna
dmadee1956 - Dec 14, 2005 - 4:45 pm
PS to the last message sent:
Apps with "Help" still not working: iTunes and LiveUpdate
To get rid of Norton, can I do a find on "Norton" and then just trash all files that are found?? There is no "uninstallation" that needs to be done?
Apps with "Help" still not working: iTunes and LiveUpdate
To get rid of Norton, can I do a find on "Norton" and then just trash all files that are found?? There is no "uninstallation" that needs to be done?
bobw - Dec 14, 2005 - 4:46 pm
Donna
As long as you downloaded the Onyx version for 10.3, just run it.
10.3.9 is the latest 10.3 version.
The BSD.pkg indicates it's installed on your system.
Onyx will run the Cron jobs nicely.
bobw
http://www.macosx.com
As long as you downloaded the Onyx version for 10.3, just run it.
10.3.9 is the latest 10.3 version.
The BSD.pkg indicates it's installed on your system.
Onyx will run the Cron jobs nicely.
bobw
http://www.macosx.com
dmadee1956 - Dec 14, 2005 - 5:20 pm
Bob,
Sorry, this should be the last time I bother you. (You don't know how very crucial your help is for me, since I am currently snowed in, way out in the country, with no computer savvy folks around.)
When you said anout OnyX, "just run it", did you mean that I don't need to bother about BSD? And if I do, all I have of BSD on my Mac is the receipt (no app is anywhere to be found), so should I download BSD from Apple?
Thanks.
Sorry, this should be the last time I bother you. (You don't know how very crucial your help is for me, since I am currently snowed in, way out in the country, with no computer savvy folks around.)
When you said anout OnyX, "just run it", did you mean that I don't need to bother about BSD? And if I do, all I have of BSD on my Mac is the receipt (no app is anywhere to be found), so should I download BSD from Apple?
Thanks.
dmadee1956 - Dec 14, 2005 - 5:27 pm
Man, I can be really thick!!! As you said, I ALREADY have BSD installed on my Mac!!!!!! Please ignore the most recent message.
dmadee1956 - Dec 14, 2005 - 7:26 pm
Bob,
I did everything you suggested and I can still not access Help for iTunes. After running OnyX, "Software Update" returned, but, alas, iTunes remains Help-less.
Anything else I should try?
Thanks
Donna
ps much obliged
I did everything you suggested and I can still not access Help for iTunes. After running OnyX, "Software Update" returned, but, alas, iTunes remains Help-less.
Anything else I should try?
Thanks
Donna
ps much obliged
bobw - Dec 15, 2005 - 9:55 am
Donna
You can download an Uninstaller for Nortons using this link;
ftp://ftp.symantec.com/public/englis...taller_102.sit
When you uninstall Nortons, restart, then Go to User/Library/Preferences and trash the following files again, along with the iTunes.plist file;
com.apple.iTunes.plist
com.apple.help.plist
com.apple.helpui.plist
com.apple.helpviewer.plist
Next go to User/Library/Caches and delete the com.apple.helpui folder.
Restart, the use Onyx to Reset Help again and see if it works.
bobw
http://www.macosx.com
You can download an Uninstaller for Nortons using this link;
ftp://ftp.symantec.com/public/englis...taller_102.sit
When you uninstall Nortons, restart, then Go to User/Library/Preferences and trash the following files again, along with the iTunes.plist file;
com.apple.iTunes.plist
com.apple.help.plist
com.apple.helpui.plist
com.apple.helpviewer.plist
Next go to User/Library/Caches and delete the com.apple.helpui folder.
Restart, the use Onyx to Reset Help again and see if it works.
bobw
http://www.macosx.com
dmadee1956 - Dec 15, 2005 - 5:35 pm
Bob,
I trashed all the com.apple-type files, but did not find any "iTunes.plist" file. Could my lack of help be due to missing the "iTunes.plist" file?
There is a file called "com.apple.iTunes.eq.plist" Should I trash it?
Thanks.
I trashed all the com.apple-type files, but did not find any "iTunes.plist" file. Could my lack of help be due to missing the "iTunes.plist" file?
There is a file called "com.apple.iTunes.eq.plist" Should I trash it?
Thanks.
dmadee1956 - Dec 15, 2005 - 8:54 pm
Hey Bob
I deleted all the files and folders as per your instructions: at least all that I could locate. I did not find the file "iTunes.plist", but I do have a file called "com.apple.iTunes.eq.plist".
I still do not have iTunes help, and after I reset Help in OnyX and restarted, my Mac for the third time in 24 hours did nothing: just a blue screen. I hit the start button again, held my breath, and my iBook started up fine.
Do you think my two problems are possibly connected?
I look forward to hearing from you on this.
Many thanks. Cheers.
Donna
I deleted all the files and folders as per your instructions: at least all that I could locate. I did not find the file "iTunes.plist", but I do have a file called "com.apple.iTunes.eq.plist".
I still do not have iTunes help, and after I reset Help in OnyX and restarted, my Mac for the third time in 24 hours did nothing: just a blue screen. I hit the start button again, held my breath, and my iBook started up fine.
Do you think my two problems are possibly connected?
I look forward to hearing from you on this.
Many thanks. Cheers.
Donna
bobw - Dec 16, 2005 - 12:06 pm
Donna
Yes, trash the 'com.apple.iTunes.eq.plist' file.
There should be an iTunes preference file named 'com.apple.iTunes.plist' in your User>Library>Preference folder.
I would download and run the 10.3.9 Combo Updater. After downloading, just run it, it won't affect your files.
bobw
http://www.macosx.com
Yes, trash the 'com.apple.iTunes.eq.plist' file.
There should be an iTunes preference file named 'com.apple.iTunes.plist' in your User>Library>Preference folder.
I would download and run the 10.3.9 Combo Updater. After downloading, just run it, it won't affect your files.
bobw
http://www.macosx.com
dmadee1956 - Dec 16, 2005 - 1:33 pm
Bob,
Thanks.
I have a painfully slow dial-up connection, and the download of the 10.3.9 Combined Updater will take about 5 hours, thus hogging the phone line. I'll try to do it over night.
Once I have run the updater, I'll be in touch.
RE: the plist file issue. I thought you meant a file simply called "iTunes.plist" ie. without the prefix "com.apple". I HAVE trashed all the files you suggested.
Later
Thanks.
I have a painfully slow dial-up connection, and the download of the 10.3.9 Combined Updater will take about 5 hours, thus hogging the phone line. I'll try to do it over night.
Once I have run the updater, I'll be in touch.
RE: the plist file issue. I thought you meant a file simply called "iTunes.plist" ie. without the prefix "com.apple". I HAVE trashed all the files you suggested.
Later
dmadee1956 - Dec 17, 2005 - 1:43 pm
Bob,
By some miracle, my internet connection stayed on for over 7 continuous hours (never before) over night, and I got the upgrade, which I have now installed.
Alas, still not Help file in iTunes!!
I had been running an old version (4.2), and yesterday installed 4.7.1. thinking that maybe the upgrade would kickstart Help. Negative.
What do you suggest now? I'll wager you're regretting responding to my querie! Sorry for the never-ending nature of my dilemma.
Donna
By some miracle, my internet connection stayed on for over 7 continuous hours (never before) over night, and I got the upgrade, which I have now installed.
Alas, still not Help file in iTunes!!
I had been running an old version (4.2), and yesterday installed 4.7.1. thinking that maybe the upgrade would kickstart Help. Negative.
What do you suggest now? I'll wager you're regretting responding to my querie! Sorry for the never-ending nature of my dilemma.
Donna
bobw - Dec 17, 2005 - 1:51 pm
Donna
keeps my brain going
Trash the iTunes application and the iTunes Preference file;
'com.apple.iTunes.plist'
Then download and install the newest version 6;
http://www.apple.com/itunes/download/
bobw
http://www.macosx.com
keeps my brain going
Trash the iTunes application and the iTunes Preference file;
'com.apple.iTunes.plist'
Then download and install the newest version 6;
http://www.apple.com/itunes/download/
bobw
http://www.macosx.com
dmadee1956 - Dec 17, 2005 - 2:07 pm
Bob,
Curiouser and curiouser...
I launched Mac Help and while in Help Viewer, I went to Library and there, listed with Address Book Help, DVD Help, iMovie Help, etc was iTunes help!!
I selected it and bingo I was in the iTunes Help window, with everything working fine! So I quit Help Viewer, launched iTunes and selected Help, and nothing!! Blank Help Viewer window!! What gives!??
Donna
Curiouser and curiouser...
I launched Mac Help and while in Help Viewer, I went to Library and there, listed with Address Book Help, DVD Help, iMovie Help, etc was iTunes help!!
I selected it and bingo I was in the iTunes Help window, with everything working fine! So I quit Help Viewer, launched iTunes and selected Help, and nothing!! Blank Help Viewer window!! What gives!??
Donna
bobw - Dec 17, 2005 - 2:26 pm
Donna
There have been a lot of problems reported with the Help Menu for different apps, and I've seen no real solution. It's mostly hit or miss.
Trash the iTunes Preference plist again and
Go to User/Library/Preferences and trash the following files:
com.apple.help.plist
com.apple.helpui.plist
com.apple.helpviewer.plist
Next go to User/Library/Caches and delete the com.apple.helpui folder.
Restart and try Help.
bobw
http://www.macosx.com
There have been a lot of problems reported with the Help Menu for different apps, and I've seen no real solution. It's mostly hit or miss.
Trash the iTunes Preference plist again and
Go to User/Library/Preferences and trash the following files:
com.apple.help.plist
com.apple.helpui.plist
com.apple.helpviewer.plist
Next go to User/Library/Caches and delete the com.apple.helpui folder.
Restart and try Help.
bobw
http://www.macosx.com
dmadee1956 - Dec 17, 2005 - 2:56 pm
Bob,
Well, again no Help when I request it within iTunes, but I can access it from Help Viewer library. Guess I'll have to be satisfied with that. Although, ever since I first had a Mac Plus, so seldom has anything stayed unresolved in my experiences in the mac universe, that is just bugs me!
Many thanks for all of your great advice. My iBook is in much better shape than before your help.
I'll keep my eyes peeled for a 'fix all' for the help glitches!
Cheers and happy holidays.
Donna
Well, again no Help when I request it within iTunes, but I can access it from Help Viewer library. Guess I'll have to be satisfied with that. Although, ever since I first had a Mac Plus, so seldom has anything stayed unresolved in my experiences in the mac universe, that is just bugs me!
Many thanks for all of your great advice. My iBook is in much better shape than before your help.
I'll keep my eyes peeled for a 'fix all' for the help glitches!
Cheers and happy holidays.
Donna
dmadee1956 - Dec 17, 2005 - 3:50 pm
Bob,
PS
I just installed iTunes 6.0.1, selected Help, and guess what?? Empty Help window!!!??
Again, at least I can access iTunes Help from the Help Viewer Library, but it is just weird....
Regards
Donna
PS
I just installed iTunes 6.0.1, selected Help, and guess what?? Empty Help window!!!??
Again, at least I can access iTunes Help from the Help Viewer Library, but it is just weird....
Regards
Donna
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