STOP 0xC000021A in Winlogon Caused by PCAnywhere

Article translations Article translations
Article ID: 195027 - View products that this article applies to.
This article was previously published under Q195027
IMPORTANT: This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base:
256986 Description of the Microsoft Windows Registry
Expand all | Collapse all

SYMPTOMS

After you install Symantec's pcANYWHERE version 8.0, your computer may stop responding (hang) and display the following error message when you restart the computer:

STOP 0xC000021A: The Windows Logon Process terminated unexpectedly with
status 0x00000xxx
NOTE: If this problem occurs after you upgrade a computer running Windows NT 3.51 and pcANYWHERE to Windows NT 4.0, see the following Microsoft Knowledge Base article:

158636 STOP 0x1E in Win32k.sys Upgrading from WinNT 3.51 to WinNT 4.0

CAUSE

This issue occurs because pcANYWHERE replaces the default Graphical Identification and Authentication (GINA) file, Msgina.dll, with the Awgina.dll file. This replacement does not interact properly with Winlogon.

RESOLUTION

WARNING: If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk. To resolve this issue, follow these steps:
  1. Perform a parallel installation of Windows NT to provide access in renaming the file or follow the steps in the following Microsoft Knowledge Base article:
    164471 Replacing System Files Using a Modified Emergency Repair Disk
  2. Restart the computer by using the new Windows NT installation.
  3. Install the latest Windows NT 4.0 service pack. You may have to do this if you must replace files from the previous installation.
  4. Disable the pcANYWHERE service in the previous installation so that pcANYWHERE does not initialize. For additional information about how to do this, click the following article number to view the article in the Microsoft Knowledge Base:
    165748 How to Disable a Service or Device that Prevents NT from Booting
  5. Click Start, click Run, type regedt32, and then click OK.
  6. Click the Window menu and then click HKEY_LOCAL_MACHINE on Local Machine. Click the Registry menu, and then click Load Hive. Type the path to the System hive of the previous installation (%Systemroot%\System32\Config\System), and then click Open.
  7. When prompted for the name of the key, type test.
  8. Locate the following registry key:
    HKEY_LOCAL_MACHINE\TEST\ControlSetXXX\Services\AW_HO
    Double-click the Start value, type the numeral four in the Data box, and then click OK to turn off the AW_HOST service in the previous installation.
  9. Locate the following registry key:
    HKEY_LOCAL_MACHINE\TEST\ControlSetXXX\Services\AWHOST
    Double-click the Start value, type the numeral four in the Data box, and then click OK to turn off the AW_HOST service in the previous installation.
  10. Double-click the minus sign in the folder that represents the TEST key, click the TEST key, and then in the Registry menu click Unload Hive to save the registry changes to the previous installation's SYSTEM hive.
Windows NT should now start correctly. Shut down the parallel installation, and try to start the computer by using the previous version of Windows NT. If you still cannot log on successfully and continue to receive the STOP 0xC000021A error message, Microsoft recommends that you modify the GINA startup value in the registry. To do this:

  1. Restart the computer by using the newer Windows NT installation.
  2. Click Start, click Run, type regedt32, and then click OK.
  3. Click the Window menu, click HKEY_LOCAL_MACHINE on Local Machine, click the Registry menu, click Load Hive, type the path to the Software hive of the previous installation (%Systemroot\System32\Config\Software), and then click Open.
  4. When prompted for the name of the key, type test.
  5. Locate the following registry key:
    HKEY_LOCAL_MACHINE\TEST\Microsoft\Windows NT\Current Version\WinLogon
  6. Double-click the GinaDLL value, replace the Awgina.dll text with Msgina.dll, and then click OK.
  7. Verify that the Windows NT 4.0 Service Pack 3 version of the Msgina.dll file is in the path that this registry key specifies. If it is not there, copy this file from the newer installation to the previous installation.
  8. Double-click the minus sign in the folder that represents the TEST key, click the TEST key, and then on the Registry menu click Unload Hive to save the registry changes to the previous installation's SYSTEM hive.
  9. Quit Registry Editor, and then restart the computer by using the previous installation of Windows NT.

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed at the beginning of this article.

MORE INFORMATION

For additional information about troubleshooting STOP errors, click the following article number to view the article in the Microsoft Knowledge Base:
156669 How to Troubleshoot a Stop 0xC000021A
You may also contact Symantec Technical Support for additional information about this issue at (541) 465-8430. Or visit the following Symantec Web site:
http://www.symantec.com/
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.

Properties

Article ID: 195027 - Last Review: November 1, 2006 - Revision: 2.1
APPLIES TO
  • Microsoft Windows NT Server 4.0 Standard Edition
  • Microsoft Windows NT Server 4.0 Enterprise Edition
  • Microsoft Windows NT Workstation 4.0 Developer Edition
Keywords: 
kbprb KB195027

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com