You cannot log off, restart, or shut down your Windows XP-based computer

Support for Windows XP has ended

Microsoft ended support for Windows XP on April 8, 2014. This change has affected your software updates and security options. Learn what this means for you and how to stay protected.

This article has been archived. It is offered "as is" and will no longer be updated.
Important This article contains information that shows you how to help lower security settings or how to turn off security features on a computer. You can make these changes to work around a specific problem. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this workaround in your particular environment. If you implement this workaround, take any appropriate additional steps to help protect your system.
When you try to log off, restart, or shut down your Microsoft Windows XP-based computer, the screen may flash, and the computer does not log you off, restart, or shut down.
This behavior occurs if you install some versions of Norton Antivirus 2003. The ccApp.exe program causes this behavior. The ccApp.exe program is loaded at startup.
Warning This workaround may make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.

Note An antivirus program is designed to help protect your computer from viruses. You must not download or open files from sources that you do not trust, visit Web sites that you do not trust, or open e-mail attachments when your antivirus program is disabled.

For additional information about computer viruses, click the following article number to view the article in the Microsoft Knowledge Base:
129972Computer viruses: description, prevention, and recovery
To resolve this issue, use Symantec LiveUpdate to update your Symantec Common Client program and your Norton AntiVirus program.

For more information about this issue, visit the following Symantec Web site:
To work around this issue on Windows XP Professional-based computers that are not a member of a domain and on Windows XP Home-based computers, use the Fast User Switching feature. When this feature is enabled, follow these steps:
  1. Click Start, and then click Log Off.
  2. Click Switch User.
  3. Click Turn off computername.
  4. Click Turn Off or click Restart.
  5. At the prompt that warns that other people are logged on to this computer, click Yes.
For additional information about Fast User Switching in Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:
279765 HOW TO: Use the Fast User Switching feature in Windows XP

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 this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

Article ID: 831431 - Last Review: 12/08/2015 05:18:41 - Revision: 3.0

Microsoft Windows XP Home Edition, Microsoft Windows XP Professional

  • kbnosurvey kbarchive kbprb kbenv KB831431