Windows Does Not Start After PcAnywhere 9.0 Installation

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This article was previously published under Q317051

SYMPTOMS

When you restart your computer after you install Symantec pcAnywhere 9.0, you may receive the following error message

Winlogon.exe has generated an error log.

and then your computer does not complete the startup process. Your computer may also restart automatically.

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CAUSE

This behavior occurs because the pcAnywhere 9.0 installation prevents Windows 2000 from starting correctly.

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RESOLUTION

To resolve this issue, either download and install a patch for pcAnywhere 9.0 from the Symantec Web site, or remove pcAnywhere 9.0 from your computer.

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Method 1: Download and Install the pcAnywhere 9.0 Patch

To download and install the pcAnywhere 9.0 patch (921up.exe), follow these steps:

Browse to the following Symantec Web site, click the 921UP.EXE link, and then save the file to the root directory of your computer's hard disk:
http://service1.symantec.com/SUPPORT/pca.nsf/0/84139c86a2210132882567a1007df80b?OpenDocument&seg=en&lg=en&ct=us (http://service1.symantec.com/SUPPORT/pca.nsf/0/84139c86a2210132882567a1007df80b?OpenDocument&seg=en&lg=en&ct=us)
Restart Windows 2000 in Safe mode.
Click Start, and then click Run.
In the Run dialog box, type drive:921up.exe, and then click OK. Follow the on-screen instructions to install the patch.
Restart Windows in Normal mode.

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Method 2: Remove pcAnywhere 9.0 from Your Computer

To remove pcAnywhere 9.0 from your computer, follow these steps:

Restart Windows 2000 in Safe mode.
Click Start, point to Settings, and then click Control Panel.
In Control Panel, double-click Add/Remove Programs.
Click the Install/Uninstall tab, select Symantec pcAnywhere 9.0, and then click Add/Remove.
Follow the on-screen instructions to remove the program.
Restart Windows in Normal mode.

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MORE INFORMATION

For information about how to contact Symantec Corporation, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 (http://support.microsoft.com/kb/65416/EN-US/ ) Hardware and Software Third-Party Vendor Contact List, A-K

60781 (http://support.microsoft.com/kb/60781/EN-US/ ) Hardware and Software Third-Party Vendor Contact List, L-P

60782 (http://support.microsoft.com/kb/60782/EN-US/ ) Hardware and Software Third-Party Vendor Contact List, Q-Z

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

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