The desktop does not load and only displays a black or blue background after you log on to a computer that is running Windows 7 or Windows Server 2008 R2

Symptoms

You may experience the following issues after you log on to a computer that is running Windows 7 or Windows Server 2008 R2:

  • Your desktop does not load. You only see a blue or black background image.

  • Windows Explorer does not run, and you cannot access your data.

  • You receive the following message in a notification balloon:

Failed to connect to a windows service. Windows could not connect to the System Event Notification Service. This problem prevents limited users from logging on to the system. As an administrative user, you can review the System Event Log for details about why the service didn't respond.


When the issue occurs, a service host that contains the following services crashes on system startup:

  • Certificate Propagation

  • Extensible Authentication Protocol

  • Group Policy Client

  • IKE and AuthIP IPsec Keying Modules

  • IP Helper

  • Server

  • Multimedia Class Scheduler

  • User Profile Service

  • Task Scheduler

  • System Event Notification Service

  • Shell Hardware Detection

  • Themes

  • Windows Management Instrumentation

You may experience this issue after you install certain applications, for example Microsoft Application Virtualization Client, on the computer.

Note You have to restart the computer one or more times to recover from this issue.

Cause

This issue occurs when a new drive is added to the system while background services are still starting. The most common example of this is with Microsoft Application Virtualization Client. When this service starts, it creates a virtual drive. When this drive is created during system startup, the Server service may crash the shared service host process. This process contains other services which are important for completing user logins. When these services fail at startup, a blue or black background image is displayed instead of the user’s desktop.

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 Web site:

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 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 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 use the hotfix in this package, 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 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.

  • The files that apply to a specific product, SR_Level (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table.

    Version

    Product

    SR_Level

    Service branch

    6.1.760
    0.
    16xxx

    Windows 7 and Windows Server 2008 R2

    RTM

    GDR

    6.1.760
    0.
    21xxx

    Windows 7 and Windows Server 2008 R2

    RTM

    LDR

    6.1.760
    1.
    17xxx

    Windows 7 and Windows Server 2008 R2

    SP1

    GDR

    6.1.760
    1.
    21xxx

    Windows 7 and Windows Server 2008 R2

    SP1

    LDR

  • 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 extremely important to maintain the state of the updated components. 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

File name

File version

File size

Date

Time

Platform

Smbserver-ppdlic.xrm-ms

Not applicable

3,229

17-Aug-2011

04:44

Not applicable

Srvsvc.dll

6.1.7600.21030

168,960

17-Aug-2011

04:28

x86

Sscore.dll

6.1.7600.16385

9,728

14-Jul-2009

01:16

x86

Smbserver-ppdlic.xrm-ms

Not applicable

3,229

17-Aug-2011

06:16

Not applicable

Srvsvc.dll

6.1.7601.21792

168,960

17-Aug-2011

06:04

x86

Sscore.dll

6.1.7601.17514

9,728

20-Nov-2010

12:21

x86

For all supported x64-based versions of Windows 7 and of Windows Server 2008 R2

File name

File version

File size

Date

Time

Platform

Smbserver-ppdlic.xrm-ms

Not applicable

3,229

17-Aug-2011

06:04

Not applicable

Srvsvc.dll

6.1.7600.21030

236,544

17-Aug-2011

05:52

x64

Sscore.dll

6.1.7600.16385

13,312

14-Jul-2009

01:41

x64

Smbserver-ppdlic.xrm-ms

Not applicable

3,229

17-Aug-2011

06:32

Not applicable

Srvsvc.dll

6.1.7601.21792

236,544

17-Aug-2011

06:17

x64

Sscore.dll

6.1.7601.17514

13,312

20-Nov-2010

13:27

x64

Sscore.dll

6.1.7600.21030

9,728

17-Aug-2011

04:28

x86

Sscore.dll

6.1.7601.21792

9,728

17-Aug-2011

06:04

x86

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

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

File name

Update.mum

File version

Not applicable

File size

2,342

Date (UTC)

17-Aug-2011

Time (UTC)

17:38

Platform

Not applicable

File name

X86_0441256e3f4b4496dcf614af002b7a59_31bf3856ad364e35_6.1.7600.21030_none_997f68c804631e97.manifest

File version

Not applicable

File size

697

Date (UTC)

17-Aug-2011

Time (UTC)

17:38

Platform

Not applicable

File name

X86_8c7d7ab40e1b04e59f8b11e350dcc6d7_31bf3856ad364e35_6.1.7601.21792_none_e30dc8b7dc50866e.manifest

File version

Not applicable

File size

697

Date (UTC)

17-Aug-2011

Time (UTC)

17:38

Platform

Not applicable

File name

X86_microsoft-windows-smbserver_31bf3856ad364e35_6.1.7600.21030_none_f985cbb16528cd69.manifest

File version

Not applicable

File size

51,224

Date (UTC)

17-Aug-2011

Time (UTC)

17:42

Platform

Not applicable

File name

X86_microsoft-windows-smbserver_31bf3856ad364e35_6.1.7601.21792_none_fb2d71a1627de067.manifest

File version

Not applicable

File size

54,097

Date (UTC)

17-Aug-2011

Time (UTC)

17:42

Platform

Not applicable

Additional files for all supported x64-based versions of Windows 7 and of Windows Server 2008 R2

File name

Amd64_1075ca483d205df4628eec7b575de0d2_31bf3856ad364e35_6.1.7600.21030_none_fce8c3ef03419dd4.manifest

File version

Not applicable

File size

1,044

Date (UTC)

17-Aug-2011

Time (UTC)

17:38

Platform

Not applicable

File name

Amd64_fa32fbd87643b7475c75a8d3a4e96bdd_31bf3856ad364e35_6.1.7601.21792_none_94f1425210e01b9e.manifest

File version

Not applicable

File size

1,044

Date (UTC)

17-Aug-2011

Time (UTC)

17:38

Platform

Not applicable

File name

Amd64_microsoft-windows-smbserver_31bf3856ad364e35_6.1.7600.21030_none_55a467351d863e9f.manifest

File version

Not applicable

File size

51,228

Date (UTC)

17-Aug-2011

Time (UTC)

17:38

Platform

Not applicable

File name

Amd64_microsoft-windows-smbserver_31bf3856ad364e35_6.1.7601.21792_none_574c0d251adb519d.manifest

File version

Not applicable

File size

54,101

Date (UTC)

17-Aug-2011

Time (UTC)

17:38

Platform

Not applicable

File name

Update.mum

File version

Not applicable

File size

2,780

Date (UTC)

17-Aug-2011

Time (UTC)

17:38

Platform

Not applicable

File name

Wow64_microsoft-windows-smbserver_31bf3856ad364e35_6.1.7600.21030_none_5ff9118751e7009a.manifest

File version

Not applicable

File size

43,342

Date (UTC)

17-Aug-2011

Time (UTC)

04:50

Platform

Not applicable

File name

Wow64_microsoft-windows-smbserver_31bf3856ad364e35_6.1.7601.21792_none_61a0b7774f3c1398.manifest

File version

Not applicable

File size

46,215

Date (UTC)

17-Aug-2011

Time (UTC)

06:24

Platform

Not applicable

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