"A fatal error occurred" error message when you run the Sysprep command on a VMware virtual machine that is running Windows Vista, Windows Server 2008, Windows 7, or Windows Server 2008 R2

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Article ID: 2693187 - View products that this article applies to.
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SYMPTOMS

Assume that you install Windows Vista, Windows Server 2008, Windows 7, or Windows Server 2008 R2 on a VMware virtual machine. However, if you run the Sysprep command just after you start the computer, you receive an error message that resembles the following:
A fatal error occurred while trying to sysprep the machine
When this issue occurs, several error messages may be logged.

The following error message may be logged in the Setuperr.log file:
[0x0f0082] SYSPRP LaunchDll:Failure occurred while executing 'C:\Windows\system32\msdtcprx.dll,SysPrepDtcCleanup', returned error code -2147024864[gle=0x000000b7]
[0x0f0070] SYSPRP RunExternalDlls:An error occurred while running registry sysprep DLLs, halting sysprep execution. dwRet = -2147024864[gle=0x000000b7]
[0x0f00a8] SYSPRP WinMain:Hit failure while processing sysprep cleanup providers; hr = 0x80070020[gle=0x000000b7]
The following error messages may be logged In the DtcInstall.log:
  • DTC Install error = -2147023844, SysPrepDtcCleanup : TakeOffline failed, d:\w7rtm\com\complus\dtc\dtc\adme\deployment.cpp (1777)
  • DTC Install error = -2147467259, SysPrepDtcCleanup : TakeOffline failed, d:\w7rtm\com\complus\dtc\dtc\adme\deployment.cpp (1777)
Additionally, the following event may be logged in the Application event log: 

Source:MSDTC Client
Event ID:4454
Failed to prepare MSDTC for imaging. Sysprep phase: "Cleanup" failed with error: 0x80070020

CAUSE

This issue occurs because of a race condition. This race condition occurs when the Sysprep command tries to stop the Microsoft Distributed Transaction Coordinator (MSDTC) service and the VMware tool tries to start the MSDTC service.

RESOLUTION

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing the problem described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft website:
http://support.microsoft.com/contactus/?ws=support
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, you must be running one of the following operating systems:
  • Windows Vista Service Pack 2 (SP2)
  • Windows Server 2008 Service Pack 2(SP2)
  • Windows 7
  • Windows 7 Service Pack 1 (SP1)
  • Windows Server 2008 R2
  • Windows Server 2008 R2 Service Pack 1 (SP1)
For more information about how to obtain a Windows Vista service pack, click the following article number to view the article in the Microsoft Knowledge Base:
935791 How to obtain the latest Windows Vista service pack
For more information about how to obtain a Windows 7 or Windows Server 2008 R2 service pack, click the following article number to view the article in the Microsoft Knowledge Base:
976932 Information about Service Pack 1 for Windows 7 and for Windows Server 2008 R2

Registry information

To apply this hotfix, you do not have to make any changes to the registry.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

File information

The global version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.
Windows Vista, Windows Server 2008, Windows 7 and Windows Server 2008 R2 file information notes
Important Windows 7 hotfixes and Windows Server 2008 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 7/Windows Server 2008 R2" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.

Important Windows Vista hotfixes and Windows Server 2008 hotfixes are included in the same packages. However, only "Windows Vista" is listed on the Hotfix Request page. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows Vista" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.
  • The files that apply to a specific product, milestone (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table:
    Collapse this tableExpand this table
    VersionProductMilestoneService branch
    6.1.760 0.21xxxWindows 7 and Windows Server 2008 R2RTMLDR
    6.1.760 1.21xxxWindows 7 and Windows Server 2008 R2SP1LDR
    6.0.600 2.22xxxWindows Vista and Windows Server 2008SP2LDR
  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows 7 and for Windows Server 2008 R2" section. MUM and MANIFEST files, and the associated security catalog (.cat) files, are critical to maintaining the state of the updated component. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.
For all supported x86-based versions of Windows 7
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Msdtcprx.dll2001.12.8530.21179579,58431-Mar-20124:34x86
Xolehlp.dll2001.12.8530.2117947,61631-Mar-20124:35x86
Msdtcprx.dll2001.12.8531.21955581,12031-Mar-20124:26x86
Xolehlp.dll2001.12.8531.2195548,12831-Mar-20124:27x86
For all supported x64-based versions of Windows 7 and of Windows Server 2008 R2
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Msdtcprx.dll2001.12.8530.21179746,49631-Mar-20125:24x64
Xolehlp.dll2001.12.8530.2117959,39231-Mar-20125:29x64
Msdtcprx.dll2001.12.8531.21955748,03231-Mar-20125:22x64
Xolehlp.dll2001.12.8531.2195559,39231-Mar-20125:23x64
For all supported IA-64-based versions of Windows Server 2008 R2
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Msdtcprx.dll2001.12.8530.211791,601,02431-Mar-20125:16IA-64
Xolehlp.dll2001.12.8530.21179116,73631-Mar-20125:20IA-64
Msdtcprx.dll2001.12.8531.219551,602,04831-Mar-20124:16IA-64
Xolehlp.dll2001.12.8531.21955116,73631-Mar-20124:20IA-64
For all supported x86-based versions of Windows Server 2008 and of Windows Vista
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Msdtcprx.dll2001.12.6932.22838564,73631-Mar-20120:36x86
Xolehlp.dll2001.12.6932.2283838,91231-Mar-20120:38x86
For all supported x64-based versions of Windows Server 2008 and of Windows Vista
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Msdtcprx.dll2001.12.6932.22838732,67231-Mar-20121:33x64
Xolehlp.dll2001.12.6932.2283848,64031-Mar-20121:36x64
For all supported IA-64-based versions of Windows Server 2008
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Msdtcprx.dll2001.12.6932.228381,634,30431-Mar-20121:31IA-64
Xolehlp.dll2001.12.6932.22838100,35231-Mar-20121:33IA-64

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

MORE INFORMATION

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684 Description of the standard terminology that is used to describe Microsoft software updates
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

Additional file information

Additional file information for Windows 7 and for Windows Server 2008 R2

Additional files for all supported x86-based versions of Windows 7
Collapse this tableExpand this table
File nameX86_75bf2c4ad9f3efa9149852a5d6eed029_31bf3856ad364e35_6.1.7600.21179_none_d1c5de493ee549b0.manifest
File versionNot Applicable
File size702
Date (UTC)31-Mar-2012
Time (UTC)11:31
PlatformNot Applicable
File nameX86_9b1f0c3d0c23efea55517ccd3a0fa288_31bf3856ad364e35_6.1.7601.21955_none_3e54cda3bd687b25.manifest
File versionNot Applicable
File size702
Date (UTC)31-Mar-2012
Time (UTC)11:31
PlatformNot Applicable
File nameX86_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.1.7600.21179_none_4d61953f33b36979.manifest
File versionNot Applicable
File size6,771
Date (UTC)31-Mar-2012
Time (UTC)5:28
PlatformNot Applicable
File nameX86_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.1.7601.21955_none_4f59bab930cd020c.manifest
File versionNot Applicable
File size6,771
Date (UTC)31-Mar-2012
Time (UTC)5:17
PlatformNot Applicable
Additional files for all supported x64-based versions of Windows 7 and of Windows Server 2008 R2
Collapse this tableExpand this table
File nameAmd64_3597d1063f3fff301d889759d8b6f726_31bf3856ad364e35_6.1.7600.21179_none_683f269cbf52b819.manifest
File versionNot Applicable
File size706
Date (UTC)31-Mar-2012
Time (UTC)11:32
PlatformNot Applicable
File nameAmd64_6e2c7dae063be760e72dbd0e8b6dda42_31bf3856ad364e35_6.1.7601.21955_none_77161a9b1271a23c.manifest
File versionNot Applicable
File size706
Date (UTC)31-Mar-2012
Time (UTC)11:32
PlatformNot Applicable
File nameAmd64_778c620bbcdf184ae4895bb2437dbee0_31bf3856ad364e35_6.1.7601.21955_none_0c546a0350f48419.manifest
File versionNot Applicable
File size1,054
Date (UTC)31-Mar-2012
Time (UTC)11:32
PlatformNot Applicable
File nameAmd64_81e81263ed2f8857b44bb2249dcb77f4_31bf3856ad364e35_6.1.7600.21179_none_6e52c110622a0022.manifest
File versionNot Applicable
File size1,054
Date (UTC)31-Mar-2012
Time (UTC)11:32
PlatformNot Applicable
File nameAmd64_9c2443e3e142a897c6bc57ec9c637488_31bf3856ad364e35_6.1.7601.21955_none_c954a0ddcb8c5604.manifest
File versionNot Applicable
File size706
Date (UTC)31-Mar-2012
Time (UTC)11:32
PlatformNot Applicable
File nameAmd64_ad09a71bd2e1f814b14ceec97df499a9_31bf3856ad364e35_6.1.7600.21179_none_54439cf81f9af34e.manifest
File versionNot Applicable
File size706
Date (UTC)31-Mar-2012
Time (UTC)11:32
PlatformNot Applicable
File nameAmd64_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.1.7600.21179_none_a98030c2ec10daaf.manifest
File versionNot Applicable
File size6,773
Date (UTC)31-Mar-2012
Time (UTC)7:24
PlatformNot Applicable
File nameAmd64_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.1.7601.21955_none_ab78563ce92a7342.manifest
File versionNot Applicable
File size6,773
Date (UTC)31-Mar-2012
Time (UTC)6:44
PlatformNot Applicable
File nameWow64_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.1.7600.21179_none_b3d4db1520719caa.manifest
File versionNot Applicable
File size6,467
Date (UTC)31-Mar-2012
Time (UTC)4:58
PlatformNot Applicable
File nameWow64_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.1.7601.21955_none_b5cd008f1d8b353d.manifest
File versionNot Applicable
File size6,467
Date (UTC)31-Mar-2012
Time (UTC)4:50
PlatformNot Applicable
Additional files for all supported IA-64-based versions of Windows Server 2008 R2
Collapse this tableExpand this table
File nameIa64_8177faf272d7afd98a6277bf7e4a7dd4_31bf3856ad364e35_6.1.7600.21179_none_e8702a49bae74e94.manifest
File versionNot Applicable
File size1,052
Date (UTC)31-Mar-2012
Time (UTC)11:31
PlatformNot Applicable
File nameIa64_8d6b5d1aad3fbd8aee0316fa195f28ea_31bf3856ad364e35_6.1.7601.21955_none_b29d9283f98937a6.manifest
File versionNot Applicable
File size1,052
Date (UTC)31-Mar-2012
Time (UTC)11:31
PlatformNot Applicable
File nameIa64_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.1.7600.21179_none_4d63393533b17275.manifest
File versionNot Applicable
File size6,772
Date (UTC)31-Mar-2012
Time (UTC)6:00
PlatformNot Applicable
File nameIa64_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.1.7601.21955_none_4f5b5eaf30cb0b08.manifest
File versionNot Applicable
File size6,772
Date (UTC)31-Mar-2012
Time (UTC)5:56
PlatformNot Applicable
File nameWow64_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.1.7600.21179_none_b3d4db1520719caa.manifest
File versionNot Applicable
File size6,467
Date (UTC)31-Mar-2012
Time (UTC)4:58
PlatformNot Applicable
File nameWow64_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.1.7601.21955_none_b5cd008f1d8b353d.manifest
File versionNot Applicable
File size6,467
Date (UTC)31-Mar-2012
Time (UTC)4:50
PlatformNot Applicable

Additional file information for Windows Vista and for Windows Server 2008

Additional files for all supported x86-based versions of Windows Vista and of Windows Server 2008
Collapse this tableExpand this table
File nameX86_adcb1121e414234a6da1dcffb9d4a0f0_31bf3856ad364e35_6.0.6002.22830_none_1dcdff4658cefef6.manifest
File versionNot Applicable
File size702
Date (UTC)31-Mar-2012
Time (UTC)2:34
PlatformNot Applicable
File nameX86_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.0.6002.22830_none_4f429fa1cfa9f4ee.manifest
File versionNot Applicable
File size15,959
Date (UTC)31-Mar-2012
Time (UTC)0:56
PlatformNot Applicable
Additional files for all supported x64-based versions of Windows Vista and of Windows Server 2008
Collapse this tableExpand this table
File nameAmd64_76e557d1e8952fa6b60f83ab39f1d6bf_31bf3856ad364e35_6.0.6002.22830_none_2393a74e2720b5c9.manifest
File versionNot Applicable
File size1,054
Date (UTC)31-Mar-2012
Time (UTC)2:34
PlatformNot Applicable
File nameAmd64_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.0.6002.22830_none_ab613b2588076624.manifest
File versionNot Applicable
File size15,993
Date (UTC)31-Mar-2012
Time (UTC)1:54
PlatformNot Applicable
File nameWow64_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.0.6002.22830_none_b5b5e577bc68281f.manifest
File versionNot Applicable
File size15,781
Date (UTC)31-Mar-2012
Time (UTC)0:43
PlatformNot Applicable
Additional files for all supported IA-64-based versions of Windows Server 2008
Collapse this tableExpand this table
File nameIa64_eeec7bcb5364e23e2c1565e02ec32f54_31bf3856ad364e35_6.0.6002.22830_none_f7bf137edc3b6d8a.manifest
File versionNot Applicable
File size1,052
Date (UTC)31-Mar-2012
Time (UTC)2:34
PlatformNot Applicable
File nameIa64_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.0.6002.22830_none_4f444397cfa7fdea.manifest
File versionNot Applicable
File size15,976
Date (UTC)31-Mar-2012
Time (UTC)1:42
PlatformNot Applicable
File nameWow64_microsoft-windows-com-dtc-client_31bf3856ad364e35_6.0.6002.22830_none_b5b5e577bc68281f.manifest
File versionNot Applicable
File size15,781
Date (UTC)31-Mar-2012
Time (UTC)0:43
PlatformNot Applicable

Properties

Article ID: 2693187 - Last Review: May 14, 2012 - Revision: 3.0
APPLIES TO
  • Windows 7 Enterprise
  • Windows 7 Professional
  • Windows 7 Home Basic
  • Windows 7 Home Premium
  • Windows 7 Ultimate
  • Windows 7 Starter
  • Windows Server 2008 R2 Datacenter
  • Windows Server 2008 R2 Enterprise
  • Windows Server 2008 R2 for Itanium-Based Systems
  • Windows Server 2008 R2 Foundation
  • Windows Server 2008 R2 Standard
  • Windows Web Server 2008 R2
  • Windows Vista Business
  • Windows Vista Enterprise
  • Windows Vista Home Basic
  • Windows Vista Home Premium
  • Windows Vista Starter
  • Windows Vista Ultimate
  • Windows Server 2008 Datacenter
  • Windows Server 2008 Enterprise
  • Windows Server 2008 for Itanium-Based Systems
  • Windows Server 2008 Foundation
  • Windows Server 2008 Standard
Keywords: 
kbautohotfix kbqfe kbhotfixserver kbfix kbsurveynew kbexpertiseadvanced KB2693187

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