IE7.... Smartbridge Alert....

Discussion in 'Internet Explorer' started by Atttim, Oct 24, 2006.

  1. Atttim

    Atttim Guest

    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 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 !!!
    Atttim, Oct 24, 2006
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  2. Atttim

    Atttim Guest

    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
    Atttim, Oct 24, 2006
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  3. Atttim

    PA Bear Guest

    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

    * 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.
    PA Bear, Oct 24, 2006
  4. Atttim

    Atttim Guest

    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 ??
    Atttim, Oct 25, 2006
  5. Atttim

    PA Bear Guest

    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.
    PA Bear, Oct 25, 2006
  6. Atttim

    m Guest

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

    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

    The first parts of code in this 12k html file are
    <!-- incidentClosed.html Version 4.0 -->
    <!-- config.html Version 3.3 -->
    <!-- localization.html -->

    <!-- localization.html -->

    <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 =
    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">' );

    <OBJECT ID="MotivePClient"
    <PARAM NAME="AppKey" Value="btbb">
    <SCRIPT LANGUAGE="VBScript" SRC="api4_include.vbs"></SCRIPT>
    '(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.


    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.
    m, Nov 15, 2006
  7. Atttim

    PA Bear Guest

    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.
    PA Bear, Nov 16, 2006
  8. Atttim

    m Guest

    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.
    m, Nov 16, 2006
  9. Atttim

    PA Bear Guest

    YW, and yes, that's exactly what SmartBridge does.
    PA Bear, Nov 16, 2006
  10. Atttim

    POM Guest

    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?
    POM, Aug 23, 2007
  11. Atttim

    PA Bear Guest

    POM wrote:
    Please being a new thread about /your/ problem.
    PA Bear, Aug 24, 2007
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