IE7.... Smartbridge Alert....

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Atttim - 24 Oct 2006 15:27 GMT

I had the following alert on "start up" upon downloading IE7 (as it would
appear many others had !!) Smartbridge Alert: BT HelpNotifier.exc -entry
point not found. Could not locate dynamic link library PSAPI:DLL
I removed the alert by going to Google and carrying out the instruction
given on vnunet.com. Problem 1 solved !
Problem 2 : I still have the problem of being unable to retrieve or send
messages to the BT Broadband Desktop Help as when i click on the "Messages"
page to connect me, "Script Error" appears for that page! BT have informed
me the problem lies with micosoft and the new IE7 download ! If i return to
IE6 the BT Desktop Help works.
Can anybody help...i dont really want to retun to IE6 !!!

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Kai Schaetzl - 24 Oct 2006 16:32 GMT

Atttim schrieb am Tue, 24 Oct 2006 07:27:02 -0700:

> Can anybody help...i dont really want to retun to IE6 !!!

Really, you have to wait until BT fixes their code.

Kai

Signature

Helpsites about Windows: http://www.mvps.org
IE repair script: http://iefaq.info

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Atttim - 24 Oct 2006 17:14 GMT

> Atttim schrieb am Tue, 24 Oct 2006 07:27:02 -0700:
>
[quoted text clipped - 3 lines]
>
> Kai

well here we go again...the "who's court is the ball in" syndrome !! That
really helps the punters out here when all sides say it isn't their problem !!
Well. i will go back to BT and draw their attention to what YOU say...and if
they are categoric that its your error, as they presently do, then i think
this would be a good time to advertise this problem more openly to affected
and possible customers of BT and IE7 prospective users on other interested
sites/blogs

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PA Bear - 24 Oct 2006 22:35 GMT

Motive SmartBridge© is distributing an old version of PSAPI.DLL. As a
result, users might receive the following error message after installation
of Internet Explorer 7:

"SmartBridge Alerts:MotiveSB.exe Entry Point Not Found
The procedure entry point GetProcessImageFileNameW could not be located in
the dynamic link library PSAPI.DLL"

To work around this error:

* Go to the installation location for SmartBridge (\Program
Files\Verizon...\Smart...)

* Find PSAPI.DLL and rename it to something like PSAPIOLD.DLL

*Restart the computer The program will find the new PSAPI.DLL in the
\Windows\System32 directory and function normally.

Signature

~Robear Dyer (PA Bear)
MS MVP-Windows (IE, OE, Security, Shell/User)

> I had the following alert on "start up" upon downloading IE7 (as it would
> appear many others had !!) Smartbridge Alert: BT HelpNotifier.exc -entry
[quoted text clipped - 10 lines]
> IE6 the BT Desktop Help works.
> Can anybody help...i dont really want to retun to IE6 !!!

Reply to this Message

Atttim - 25 Oct 2006 02:58 GMT

> Motive SmartBridge© is distributing an old version of PSAPI.DLL. As a
> result, users might receive the following error message after installation
[quoted text clipped - 27 lines]
> > IE6 the BT Desktop Help works.
> > Can anybody help...i dont really want to retun to IE6 !!!

Thanks for the info...i have already carried this procedure by using the
same info off Google relating to the Smartbridge Alert with ref to BT
HelpNotifier.exc which was my problem. This did remove the Alert from the
start up sequence but did not allow me to receive or send messages to the BT
Helpdesk. As soon as i hit Messages, a Script Error message appears
preventing any message receiving or sending. BT inform me that the problem is
with IE7 and not them!! If i revert to IE6 the system will work.
Any help with this ??

Reply to this Message

PA Bear - 25 Oct 2006 03:41 GMT

>> Motive SmartBridgeÂ© is distributing an old version of PSAPI.DLL. As a
>> result, users might receive the following error message after
[quoted text clipped - 45 lines]
> is with IE7 and not them!! If i revert to IE6 the system will work.
> Any help with this ??

Post the entire script error, please.

If BT's HelpDesk isn't supported in IE7, I suppose you'll need to uninstall
it or find another ISP.

Signature

~Robear Dyer (PA Bear)
MS MVP-Windows (IE, OE, Security, Shell/User)

Reply to this Message

m - 15 Nov 2006 14:33 GMT

You asked for a copy of the script error and here is mine for the exact same
problem.

An error has occured in the script on this page
Line 22
Char 3
Error 'parent.assistedLeft.MotivePClient' is null or not an object
Code 0
URL 127.0.0.1:1656/btbb/mots/content/template/page/incidentClosed.html

The first parts of code in this 12k html file are
<html>






<HEAD>
<META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=UTF-8">
<TITLE>BT Broadband Desktop Help</TITLE>

<SCRIPT LANGUAGE="JavaScript" TYPE="text/javascript">
var rootFolder =
parent.assistedLeft.MotivePClient.GetVendorValue("FrontDoor/bbpagesFolder")
document.write( '<LINK REL="STYLESHEET" HREF="' + rootFolder +
'/BroadBandAsst/css/ycs.css" TYPE="text/css">' );
document.write( '<LINK REL="STYLESHEET" HREF="' + rootFolder +
'/BroadBandAsst/css/ycs_bt.css" TYPE="text/css">' );
document.write( '<LINK REL="STYLESHEET" HREF="' + rootFolder +
'/BroadBandAsst/css/ycx_fix.css" TYPE="text/css">' );
</SCRIPT>

<OBJECT ID="MotivePClient"
CLASSID="CLSID:1FEAE0A3-77D5-4A6C-A04C-A4CE4E8C4A7D">
<PARAM NAME="AppKey" Value="btbb">
</OBJECT>
<SCRIPT LANGUAGE="VBScript" SRC="api4_include.vbs"></SCRIPT>
<SCRIPT LANGUAGE="VBScript">
'(c)1997-2001 Motive Communications, Inc.
'All rights reserved. Product of the USA
'********************************

'

This ought to be a pretty big issue between Microsoft and Motive
Communications as Motive have signed up many of the largest ISPs and ADSL
modem/router vendors around the world who just use cosmetically customised
versions of the same Motive toolkits...though I suppose it is possible that
BT have modified it to the point where it is broken only for BT customers?

I can post the whole 12k file here, and as it is actually run from the c:
drive it ought to be easy for me to take backup copy of the file and make
any suggested edits for further testing.

thanks
m

PS this is a growing issue on various UK-based ADSL/ISP online forums.
PPS there is confusion because there are actually two faults introduced by
IE7 for BT home hub users, this one and a separet one whereby the userid
challenge/response for admin access to the router over http fails - but that
seems to be in the process of fix from BT by router firmware rollout using
the BT Motive CWMP services.

> >> Motive SmartBridgeÂ© is distributing an old version of PSAPI.DLL. As a
> >> result, users might receive the following error message after
[quoted text clipped - 50 lines]
> If BT's HelpDesk isn't supported in IE7, I suppose you'll need to uninstall
> it or find another ISP.

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PA Bear - 16 Nov 2006 00:54 GMT

Not to be Americentric but most (though certainly not all) Motive
SmartBridge clients in the USA have been updated to work with IE7. (The
error you posted points specifically to SmartBridge.) Until BT updates your
SmartBridge client, you'll have to stick with IE6, I'm afraid.

BTW, SmartBridge does not need to be installed to use BT's ADSL service.

Signature

~PA Bear

> You asked for a copy of the script error and here is mine for the exact
> same
> problem.

<snip>

> This ought to be a pretty big issue between Microsoft and Motive
> Communications as Motive have signed up many of the largest ISPs and ADSL
[quoted text clipped - 83 lines]
>> ~Robear Dyer (PA Bear)
>> MS MVP-Windows (IE, OE, Security, Shell/User)

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m - 16 Nov 2006 01:38 GMT

My poking around seems to indicate that all the BT software that's giving me
grief is a particular version of a particular set of Smartbridge tools which
have BT specific content and 'look and feel' branding applied via html, xml,
etc files bundled in the configuration.

Being optimistic, I could upgrade/patch the Motive smartbridge client bits
to versions that interact with IE7 correctly and still use the same BT
specific bits...but as there's apparently no direct access to Motive client
downloads (as its some form of SDK for ISPs it appears) I just have to wait
for BT to upgrade their specific client bundle.

It is ironic that I never usually use any of this stuff but I'm still
waiting for the CWMP automatic frmware upgrade of my router to get rid of the
IE7 authentication bug when you want to switch to admin user. The preferred
BT support channel is specific interactive messaging with their 24x7 team in
India, which works via the Motive client! You get through to someone who
either knows nothing (or at least won't let on they do know anything that you
aren't supposed to) much quicker than going via a lot of nested touchtone
menus on the phone. Now I've used it (via IE6 of course!) it is pretty neat.

So, I'm back on IE6 again...and I still hate anything that opens up a
knobbled browser window to do its dirty work without allowing me a
straighforward web page access - which seems to be the Motive Smartbridge
client's purpose in life?

By the way, I discovered by tinkering until I broke it that the BT motive
client pack 'phones home' over the internet and instigates an automatic
download/repair/upgrade if it thinks it is broken...pity there's no fixed
version yet, but at least I have some hope they can get it to me as I've seen
it happen (unlike my CWMP firmware upgrade!)

Anyway, if I find out anything that helps and is reusable I'll post it here
- for now I'll wait and pray for BT (though they are having enough trouble
coping with the mass rollout of all this stuff that only started early summer
this year).

thanks for your support.

> Not to be Americentric but most (though certainly not all) Motive
> SmartBridge clients in the USA have been updated to work with IE7. (The
[quoted text clipped - 93 lines]
> >> ~Robear Dyer (PA Bear)
> >> MS MVP-Windows (IE, OE, Security, Shell/User)

Reply to this Message

PA Bear - 16 Nov 2006 03:04 GMT

YW, and yes, that's exactly what SmartBridge does.

Signature

~PA Bear

> My poking around seems to indicate that all the BT software that's giving
> me
[quoted text clipped - 151 lines]
>>>> ~Robear Dyer (PA Bear)
>>>> MS MVP-Windows (IE, OE, Security, Shell/User)

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POM - 23 Aug 2007 19:56 GMT

> YW, and yes, that's exactly what SmartBridge does.
> > My poking around seems to indicate that all the BT software that's giving
[quoted text clipped - 152 lines]
> >>>> ~Robear Dyer (PA Bear)
> >>>> MS MVP-Windows (IE, OE, Security, Shell/User)

Not the same issue but I spent 3 hours today on line with BT as I could not
navigate web pages using Internet Explorer 7. Finally they asked me to try
and use the BT/Yahoo Browser and everything was fine. Any ideas?

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PA Bear - 24 Aug 2007 00:17 GMT

<snip>

> Not the same issue but I spent 3 hours today on line with BT as I could
> not
> navigate web pages using Internet Explorer 7. Finally they asked me to
> try
> and use the BT/Yahoo Browser and everything was fine. Any ideas?

Please being a new thread about /your/ problem.

Signature

~Robear Dyer (PA Bear)
MS MVP-Windows (IE, OE, Security, Shell/User)
AumHa VSOP & Admin; DTS-L.org

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