The Forgotten Password Wizard incorrectly backs up your password to drive C, or you receive a "This disk is not a password reset disk" error message when you try to use the Password Reset Wizard to reset your password in Windows XP

You may experience one or both of the following symptoms in Microsoft Windows XP:

• When you use the Forgotten Password Wizard to create a password reset disk, the wizard incorrectly backs up your password to drive C instead of to removable media.
• When you try to use the Password Reset Wizard to reset your password, you receive the following error message:
  File Not Found
  This disk is not a password reset disk.
  Therefore, you cannot reset your password.

This problem occurs because of a problem in the Windows Stored User Names and Passwords component (Keymgr.dll). If an error occurs when you select a drive in the Forgotten Password Wizard or the Password Reset Wizard, Keymgr.dll may select the first available drive letter as the drive. You may experience this problem if one or more of the following conditions are true:

• One removable disk drive is connected to the computer, but no floppy disk drives are installed or connected to the computer.
  
  Note This removable disk drive may be a storage device that is connected to a universal serial bus (USB) port or to an IEEE 1394 (Firewire) port.
• More than one removable disk drive is connected to the computer, no floppy disk drives are installed or connected to the computer, and an error occurs when you select the correct removable drive in the Forgotten Password Wizard. You may experience an error in the Forgotten Password Wizard if one of the following conditions is true:
  • You have not applied the hotfix that is mentioned in the following Microsoft Knowledge Base (KB) article:
    894685  (http://support.microsoft.com/kb/894685/ ) Removable devices may not appear when you use the Forgotten Password Wizard or the Password Reset Wizard in Windows XP
  • In the Forgotten Password Wizard, you manually enter the drive letter or the drive description. You do not select one of the listed removable drives.

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 this specific problem. 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 Web site: 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 have Microsoft Windows XP Service Pack 2 (SP2) installed. For more information, click the following article number to view the article in the Microsoft Knowledge Base: Note We recommend that you also install the hotfix that is mentioned in the following Knowledge Base article:

Hotfix replacement information

This hotfix does not replace any other hotfixes.

File information

The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in Coordinated Universal Time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.

You may be able to work around this problem by following the steps in the "Workaround" section of the following Microsoft Knowledge Base article: Note If only one removable disk drive is connected to the computer, connect an additional removable disk drive. Then, follow the steps in Microsoft Knowledge Base article 894685.

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

For more information, click the following article numbers to view the articles in the Microsoft Knowledge Base: