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Stop c000021a after Win update reboot

Discussion in 'Windows XP' started by yu gnomi, 2008/07/25.

  1. 2008/07/25
    yu gnomi

    yu gnomi Inactive Thread Starter

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    Last Saturday, 19 July, Win Update was installing new updates and prompted me to reboot. I let it reboot and instead of starting back up as usual, it crashed and gave me the following error message:

    Stop c000021a [fatal system error} the windows logon process system terminates unexpectedly with a status of 0xc0000005 (0x00000000 0x00000000).
    The system has been shut down.

    I get this error whenever I boot up unless I hit f8 during start up and run in Safe Mode. I have been running in Safe Mode w/ Networking for a week now. I have been searching for a possible remedy since it happened.

    Things I have tried:
    Tried booting to last stable configuration- no difference
    Tried restoring to last system checkpoint- no difference
    Looked in Add/Remove programs for updates dated 19 July, found none more recent than 9 July
    Looked in Registry H_Hey/local machine/software/microsoft/updates for same, found same
    Running Chkdsk on C: from My Computer gave me no errors

    I routinely have both Windows Defender and AVG anti virus running, so I doubt my issue could be malware related.

    I have sent repeated emails to microsoft support regarding this problem, since they offer free assistance for update related issues. So far their help has been worth nothing. A lot of computer generated responses, and one email from an actual person who apparently knew nothing about my problem. His instructions were to have me disable all non-microsoft services and reboot (as if that would fix the problem). He also wanted me to send him the dump if file if it happened again, but there is no dump file.

    I am tired of running in Safe Mode, and the free assistance from microsoft, appears to be worthless so far. I would greatly appreciate any help.

    I am running Windows XP Pro SP2 on an AMD Sempron 3000+, 1.8GHZ
     
    yu gnomi,
    #1
  2. 2008/07/26
    PeteC

    PeteC SuperGeek Staff

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    yu gnomi - Welcome to the Board :)

    An explanation of the Stop Error ....
    A little detective work is necessary here to determine which update, if indeed it was the update, caused the problem.....

    Do you have Updates set to Automatic?

    Updates are released on the second Tuesday of each month - Patch Tuesday and the last was July 8th, but because of time differences they date on which they are available to you may be a day later.

    MS have just started to distribute SP3 via Automatic Updates and I am wondering if this is the case here.

    Please check under Control Panel > System Properties if SP3 is installed and if there is an entry in Add/Remove Programs for Windows XP Service Pack 3

    If it is there uninstall it and see if the problem is resolved.

    If you go to Windows/Microsoft Update via Start and look in Review your Update History are ther any updates listed there on the date you noted or, more importantly - any Failed updates?

    I think you do MS a disservice with their response via email ....
    As the computer runs in Safe Mode when only Windows basic drivers are loaded the implication is that it is a third party service/driver which is conflicting. It is par for the course to disable all startup items in msconfig and to re-enable them one by one, testing each time to determine if one is the cause of the problem.

    Bottom line here is that you may need to make a repair install of XP so a backup of your data is adviseable, indeed should be routine practice.
     
    PeteC,
    #2


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  4. 2008/07/26
    yu gnomi

    yu gnomi Inactive Thread Starter

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    Thank you for your post. In response to your questions: yes, I had win update set to automatic and no, sp3 never appeared in add/remove programs with "show updates" selected.

    Update history shows updates kb950759 and kb950760 being installed on 20 Jul, but this conflicts with the dates on my own computer which date these updates to 11th and 12th of June. I already looked in registry and in add/remove programs, for updates on/around time of crash and found none.

    As for Tech Support, I am as peeved that they took 6 days to respond to me, as anything else, and yes,I do know that turning off services can help troubleshoot issues. However, I do not understand how it could have helped given the nature of my crash. As far as I can tell, Winlogon loads prior to any services.

    And I never seriously considered a repair install. If it would have involved formatting my hard drive, I doubt i would have done it. Would switch to Linux instead.
    _________________________________________________________________

    Since I first posted I have taken actions which, so far, have fixed the situation enough for me. At the insistence of a poster in another forum, I tried system restore several more times. The last time, I restored as far back as I was able (July 1), and my system was able to boot normally. I have turned off automatic update.

    I had to re-install a few programs, and had to clear up an error with Windows Defender indicating a connection issue when trying to update definitions: run "ipconfig /flushdns" fixed that.

    So far the fix seems to be holding up well. Would be interested in any advice that would prevent this from happening again. The possibility of a failed SP3 update is interesting, but as far as I can tell it is not what happened. Although I am still curious to find out what did happen.
     
    Last edited: 2008/07/26
    yu gnomi,
    #3
  5. 2008/07/27
    PeteC

    PeteC SuperGeek Staff

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    I'm glad to hear that you managed to overcome this problem. Windows updates do not normally cause problems although there has been the odd notable exception.

    To guard against potential problems of this nature there are several options/safeguards ....

    Set Updates to Notify, but hold back on downloading or installing for a week or so and monitor the Board for reports of problems. Before installing set a manual Restore point even though Windows should do this automatically. System Restore is not without it's problems as witnessed by numerous threads on the Board.

    Consider the use of ASR - Automated System Recovery and maintain a current image of the drive.

    Probably the best method of safeguarding against problems such as this and others is to image the OS drive regularly using Acronis or similar. I have Acronis setup to image my OS drive incrementally on a weekly schedule to another internal hard drive - those images are backed up to an external hard drive as well.

    BTW a Repair install of Windows does not format the drive and no data or settings are lost, but as always with major operations of this nature a backup of personal data is strongly advised.
     
    PeteC,
    #4
  6. 2008/07/27
    yu gnomi

    yu gnomi Inactive Thread Starter

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    I really wish I knew exactly what caused this. For now auto update is off and will remain off. I am thinking of downloading updates directly from Microsoft.com, but I'm afraid that installing them would cause a repeat experience. Plus SP2 works fine, so far, and I am in no great hurry to upgrade to SP3.

    Since this is first significant crash issue I have ever had with XP, which is the most stable version of Windows I have used, I never gave much thought to either System Restore or Repair Installation. Normally I simply type error message verbatim into search engine and follow where links lead me. I did not even know about ASR until you mentioned it (thank you).

    I am thinking about setting up ASR even as I am typing this, but will have to clear a little space on my HD first. Will probably hold off on installing new updates until I better understand what happened to my computer this time around.

    Edit: There is a slight difference in how computer operates now. Windows Defender taskbar icon is now missing (and of course there is red shield telling me auto update is off). In addition, in previous post I mentioned that ipconfig/ flushdns fixed defender issue (green checkbox vs yellow exclamation point), however, Defender has not updated since I manually updated it (prior to running ipconfig/ flushdns).
    I am not yet worried about this. Do you think I should be?
     
    Last edited: 2008/07/27
    yu gnomi,
    #5
  7. 2008/07/27
    PeteC

    PeteC SuperGeek Staff

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    ASR must be saved to another partirion on the hard drive, not to the OS partition. ASR creates a recovery image along with a system data floppy so you must have a floppy drive. More here .....

    http://www.helpwithwindows.com/WindowsXP/howto-18.html

    When invoked the drive is formatted, Windows reinstalled along with everytthing else that was on the drive originally.
    Open Windows Defender > Tools > Options and scroll down to 'Choose when WD icon appears in the notification area'.
    Windows Defender Updates are delivered through Windows Update :) - set to Notify.
     
    PeteC,
    #6
  8. 2008/07/27
    yu gnomi

    yu gnomi Inactive Thread Starter

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    I much appreciate the responses PeteC.

    If you don't mind just a few more questions plus a comment:

    Regarding the Windows Taskbar Icon: your solution was exactly right and I feel rather stupid about not looking there before.

    Regarding definition updates, you can also update them from Windows Defender control panel (it sometimes shows you a button to press to download them), and you can set it to check for updates prior to scan. Windows Update setting doesn't affect those, does it?

    Regarding ASR (thank you for doc), my HD is not partitioned, but I have a second HD. It functions the same whether it is backed up to a partition or seperate hard drive, right?
    Or am I missing something.
    Edit: Re-read (re-skimmed) the Doc you pointed me to and I now understand why ASR can't use system partition, but it does specifically mention "other hard drive" is OK.
     
    Last edited: 2008/07/27
    yu gnomi,
    #7
  9. 2008/07/27
    PeteC

    PeteC SuperGeek Staff

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    What you note is correct, but I have found the Update buttion disconcerting as having pressed it there is no outward indication that anything is happening. If you have Windows Update set to notify you will be advised when a definition update is available. My use of WD is limited as it is installed on my laptop and Vista desktop, both of which are not regularly used and both are set to Notify, as is my main desktop. On that I use Sunbelt Counterspy.

    ASR is limited in terms of what it will backup to, but a separate drive is fine, a partition on the main drive would also suffice. As a sidenote if the main drive is partitioned, e.g I have 10 partitions on my main drive (of 3 internals) and the partition sizes are subsequently changed a new ASR backup must be made.
     
    PeteC,
    #8
  10. 2008/07/27
    yu gnomi

    yu gnomi Inactive Thread Starter

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    Thank you very much PeteC.

    I have a plan that will eventually probably include setting win update back to automatic. Although it is still my number 1 suspect in causing my recent troubles. I am going to wait a day or two before I get started, in order to ensure that my current setup is working as it should.

    I plan to first use ASR to back up to my E: drive (my OS is on C), then also make a recovery disk just in case -my CMOS/BIOS is already set to check CD before HD. I will then manually download and install non Intel processor update and then SP3 from Microsoft.

    Assuming it does not crash immediately, I will again use PC for a few days, in order to make sure it is stable. Then will back up again. Then, and only then, will I set Win update back to automatic.
     
    yu gnomi,
    #9
  11. 2008/07/28
    Arie

    Arie Administrator Administrator Staff

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    Check your Event Log to see if there's any additional information about the cause of the crash.

    To open Event Viewer, go to Start > Run and type eventvwr.msc, click OK.

    Check your System log for errors.

    You can double click on any error for more details, and there is also a button to copy the error to your clipboard for easy copying & pasting.
     
    Arie,
    #10
  12. 2008/07/28
    yu gnomi

    yu gnomi Inactive Thread Starter

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    Arie-

    I have made Jpeg screenshots of System log for time preceding and after original crash, and screenshots of some of the error, warnings, and info that I thought would be relevant.

    Unfortunately I don't see an option to attach them to my post. I will send you them via e-mail.

    Edit: I don't see your email address listed anywhere. I don't see any option to attach files to either post or a message. I would like to get these screenshots up in this thread, and would welcome any advice.
     
    Last edited: 2008/07/28
    yu gnomi,
    #11
  13. 2008/07/28
    PeteC

    PeteC SuperGeek Staff

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    You must be a Contributing Member to have that facility.

    No - read Aries post
    into a post here.
     
    PeteC,
    #12
  14. 2008/07/28
    yu gnomi

    yu gnomi Inactive Thread Starter

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    "I see" said the blind man, as he picked up his hammer and saw.

    This is the section of the event log that as far as I can tell chronicles (from top to bottom): a few restarts after crash, the time when crash occurred, which was during win update reboot, and previous day, including a tcpip issue I never knew about. I hope it helps.

    Information 7/20/2008 12:56:48 AM eventlog None 6009 N/A DPCUSTOM
    Information 7/20/2008 12:55:24 AM eventlog None 6005 N/A DPCUSTOM
    Information 7/20/2008 12:55:24 AM eventlog None 6009 N/A DPCUSTOM
    Information 7/20/2008 12:54:16 AM eventlog None 6006 N/A DPCUSTOM
    Information 7/20/2008 12:54:09 AM Service Control Manager None 7036 N/A DPCUSTOM
    Information 7/20/2008 12:53:42 AM Windows Update Agent Installation 21 N/A DPCUSTOM
    Error 7/20/2008 12:53:42 AM Windows Update Agent Installation 20 N/A DPCUSTOM
    Information 7/20/2008 12:53:21 AM Windows Update Agent Installation 19 N/A DPCUSTOM
    Information 7/20/2008 12:53:10 AM NtServicePack None 4377 Owner DPCUSTOM
    Information 7/20/2008 12:52:55 AM Windows Update Agent Installation 19 N/A DPCUSTOM
    Information 7/20/2008 12:52:50 AM NtServicePack None 4377 Owner DPCUSTOM
    Information 7/19/2008 11:54:41 PM Windows Update Agent Installation 18 N/A DPCUSTOM
    Warning 7/19/2008 9:48:59 PM W32Time None 36 N/A DPCUSTOM
    Warning 7/19/2008 9:07:03 PM Tcpip None 4226 N/A DPCUSTOM
    Warning 7/19/2008 8:38:48 PM Tcpip None 4226 N/A DPCUSTOM
    Warning 7/19/2008 8:24:40 PM Tcpip None 4226 N/A DPCUSTOM
    Information 7/19/2008 10:37:41 AM Service Control Manager None 7036 N/A DPCUSTOM
    Information 7/19/2008 10:37:35 AM Service Control Manager None 7036 N/A DPCUSTOM
    Information 7/19/2008 10:37:35 AM Service Control Manager None 7035 SYSTEM DPCUSTOM
    Information 7/19/2008 10:37:31 AM Service Control Manager None 7036 N/A DPCUSTOM
    Information 7/19/2008 10:37:31 AM Service Control Manager None 7035 Owner DPCUSTOM
    Information 7/19/2008 10:37:31 AM Service Control Manager None 7036 N/A DPCUSTOM
    Information 7/19/2008 10:37:24 AM Service Control Manager None 7036 N/A DPCUSTOM
    Information 7/19/2008 10:37:24 AM Service Control Manager None 7035 SYSTEM DPCUSTOM
    Information 7/19/2008 8:13:51 AM Windows Update Agent Installation 18 N/A DPCUSTOM
    Information 7/19/2008 8:10:18 AM Windows Update Agent Installation 18 N/A DPCUSTOM
    Information 7/19/2008 8:09:47 AM W32Time None 35 N/A DPCUSTOM
    Information 7/19/2008 8:09:33 AM Windows Update Agent Installation 18 N/A DPCUSTOM
    Information 7/19/2008 8:07:50 AM Service Control Manager None 7036 N/A DPCUSTOM
    Information 7/19/2008 8:07:50 AM Service Control Manager None 7035 SYSTEM DPCUSTOM
    Information 7/19/2008 8:07:05 AM Service Control Manager None 7036 N/A DPCUSTOM
    Information 7/19/2008 8:07:04 AM Service Control Manager None 7036 N/A DPCUSTOM
    Information 7/19/2008 8:07:04 AM Service Control Manager None 7035 SYSTEM DPCUSTOM
    Information 7/19/2008 8:07:04 AM Service Control Manager None 7036 N/A DPCUSTOM
    Information 7/19/2008 8:07:04 AM Service Control Manager None 7035 SYSTEM DPCUSTOM
    Information 7/19/2008 8:06:50 AM eventlog None 6005 N/A DPCUSTOM
    Information 7/19/2008 8:06:50 AM eventlog None 6009 N/A DPCUSTOM
    Information 7/19/2008 8:05:40 AM eventlog None 6006 N/A DPCUSTOM
    Information 7/19/2008 8:05:10 AM USER32 None 1074 SYSTEM DPCUSTOM
    Warning 7/19/2008 2:17:54 AM Tcpip None 4226 N/A DPCUSTOM
     
    yu gnomi,
    #13
  15. 2008/07/28
    PeteC

    PeteC SuperGeek Staff

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    This is the the only relevant entry which would be flagged with a white cross on a red ground.......

    Error 7/20/2008 12:53:42 AM Windows Update Agent Installation 20 N/A DPCUSTOM
    followed by Information 7/20/2008 12:53:42 AM Windows Update Agent Installation 21 N/A DPCUSTOM presumably stating that all is well.

    and that is dated 20th July not the 19th .....
    An Information event is just letting you know what happened at that time.

    A Warning event indicates an event failed, but it is not considered to be serious.

    Inconclusive I'm afraid :(
     
    PeteC,
    #14
  16. 2008/07/29
    yu gnomi

    yu gnomi Inactive Thread Starter

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    Thanks for the assistance you provided. As issue seems "fixed enough" for now, I am not particularly worried.

    I will check this thread again if anyone posts w/ suggestions. Dr. Watson was running when system initially crashed, and I have a 2mb log file and a 39 kb dump file made by Dr Watson 32. I suppose an indicator could be found in one of these.

    I have downloaded Windows 32bit debugging tools, but as of yet have not installed them or attempted to use them. My knowledge of Windows debugging is nil, but I suppose I was looking for a new hobby.
     
    yu gnomi,
    #15
  17. 2008/07/29
    PeteC

    PeteC SuperGeek Staff

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    Suggest you look at our Dump Data Collection Tool and make a note of ....
     
    PeteC,
    #16

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