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Log on name changed to "Preferred Customer"

by moechele / October 5, 2004 10:47 PM PDT

I'm a computer technician and I encountered a problem yesterday I have never seen before and I hope someone here can help solve it. The lady was running Windows XP SP1 and her log in name has been changed to "preferred customer". When you try to log in, it says "logging in" followed quickly by "logging out". I could never see a Windows desktop. I restarted in safe mode and there was only "administrator" and "preferred customer" and I still could not log on to a desktop.

Anyone else encountered such a problem?


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Re: Log on name changed to "Preferred Customer"
by joseph321 / October 6, 2004 2:44 PM PDT

well michelle i did encounter this problem once im a computer technician also and hardware designer i could not figure it out either so i just simply erased the hard disk drive and reinstalled windows and that solved the problem then i went to a seminar and found out i could have uninstalled xpsp1 and reinstalled it again so this is worth trying hope this helps wish you luck joe

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Re: just a WAG
by jonah jones / October 6, 2004 7:54 PM PDT

is it possible that the lady downloaded/signed up for some online service?

from the little that google provides, it "may" be a spyware/adware program...

have you run adaware/spybot?

hope this helps



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''In'' either account?
by Cursorcowboy / October 6, 2004 10:15 PM PDT
When you try to log in, it says "logging in" followed quickly by "logging out". I could never see a Windows desktop. I restarted in safe mode and there was only "administrator" and "preferred customer" and I still could not log on to a desktop.

1. The article, "Resources for Troubleshooting Startup Problems in Windows XP (Q308041)" outlines several types of startup problems and provides information in approximately eleven areas besides suggested reading in approximately seven additional articles. After using the lengthy procedures -- described and referenced links in each section, try restarting the system each time to determine if the problem is resolved. Additional supplemental reading:

a. "Windows XP Stops Responding at the Welcome Screen (Q294427)."

b. "How to Recover from a Corrupted Registry that Prevents Windows XP from Starting (Q307545)."

c. "How to Start the Windows XP Uninstallation Process from a Command Prompt (Q308233)."

d. "Windows XP Does Not Start on a Computer That Is Configured for Dual Booting (Q315233)."

e. "How to Designate the Original Folder Name for a Reinstallation of Windows XP (Q315242)."

f. "HOW TO: Perform Advanced Clean-Boot Troubleshooting in Windows XP (Q316434)."

g. "Error Message: Windows Cannot Load Your Profile Because It May Be Corrupted (Q318011)."

h. "Programs Run Slower After You Install Windows XP SP-1 (Q815411)."

2. XP includes several features to ensure that a computer and the applications and devices installed work correctly. These features help solve problems resulting from adding, deleting, or replacing files that an operating system, applications, and devices required in order to function. Most of these features are available on all three versions of Windows. The recovery feature or features used depends on the type of problem or failure encountered. Please read the Microsoft Developer Network (MSDN) articles:

a. "Description of the Windows XP Recovery Console (Q314058)."

b. Backup [Q302894] - used when needing to restore data file previously saved. It is available on all versions of XP but, is not installed by default on the Home Edition.

c. Device Driver Roll Back [Q306546] - used when a device driver has been recently updated and cause system unstability (other than a printer driver). It restores all system and application settings back to those that were in effect at a point in time being specified by the user. Affects no other files or settings. Printer drivers cannot be restored using it (See: Steps to Manually Remove and Reinstall a Printer Driver (Q135406)).

d. Last Known Good [Q307852] - used when suspecting that a change made before restarting the computer is causing it to fail. It restores the registry settings and drivers that were in effect the last time the computer started successfully.

e. System Restore [Q304449] - used when device drivers have recently been updated using Device Driver Roll Back did not restore stability. It restores all system and application settings back to those that were in effect at a point in time being specified by the user. Affects no other files or settings.

f. Recovery Console [Q307654] - used when restaring the computer with the installation CD and when prompted during the text-mode setup, the Recovery Console is started by pressing R. It starts, using only basic files and drivers (mouse, except serial mice; monitor; keyboard; mass storage; base video; default system services; and no network connections). The following changes can be made to start the computer:

(1) Enable or disable device drivers or services.

(2) Copy files from the installation CD for the operating system, or copy files from other removable media. For example, copy an essential file that had been deleted.

(3) Create a new boot sector and new master boot record (MBR), which might be needed if there is problems starting from the existing boot sector.

Note: The Recovery Console can be added as a Startup selection when Windows will not start/restart. This article describes how to install the Recovery Console to the computer, instead of using the CD.

(4) Supplemental reading:

(a) "Using System.alt to Recover the System Hive (Q151247)."

(b) "HOW TO: Re-Create a Missing Automated System Recovery Floppy Disk (Q299526)."

(c) "An Error Message Is Displayed When You Attempt to Use the Automated System Recovery Wizard (Q302700)."

(d) "HOW TO: Configure Recovery Techniques in Windows XP (Q307973)."

(5) The Recovery Console may be installed to the hard disk and requires approximately 7MB of disk space, which eliminates the need to use the WinXP Setup CD. To begin, insert the Setup CD in the system. If AutoRun is enabled, close the XP Setup screen that appears.

(a) Click Start, Run, type D:\i386\winnt32.exe /cmdcons (D:/ represents the CD drive), and then press Enter.

(b) Respond with an afirmative to install the Recovery Console. When setup attempt to acess the Internet and perform a Dynamic Update, press the Esc key to use the existing setup.

(c) When it completes with a dialog confirming the successful installation, click OK, and then restart the system.

3. Automated (not Automatic) System Recovery (ASR) [Q308422] - used after all other attempts at recovery fail, or a damaged hard drive has been replaced. Previously used Backups sets must have been created using Automated System Recovery. It restores all disk signatures, volumes, and partitions on the disks required to start the computer. ASR then installs a simplified installation of Windows and automatically starts a restoration using the backup sets previously created. Not available on the XP Home Edition.

4. Windows Installation ("Setup" compact disc) [Q310760] & [Q307848] - used when the computer cannot be started in Safe Mode, neither Last Known Good nor Recovery Console was successful, and there are no backup sets to use with Automated System Recovery.

? When hardware or software is installed that installs a device or service that is incompatible with the current version of Windows, the service or device driver may be started automatically which may not allow Windows to remain running long enough to shut it down or disable the incompatible device driver. To resolve this issue, start the Recovery Console and log on to the computer using the following steps:

a. Start your computer with the Windows boot disks, or with the Windows CD-ROM disk.

b. When the Welcome to Setup dialog box is displayed, press R to repair, and then press C to start the Recovery Console. Choose to install Windows and log on with the Administrator account.

c. From the %SystemRoot%\System32 folder at the command prompt, type listsvc, and then press Enter. Locate the service or driver that is causing the problem in the list provided.

Warning: Selecting the wrong service or device could cause further problems.

d. Type disable servicename (where servicename is the name of the service), and then press Enter.

Warning: The disable command prints the old start_type of the service before resetting it to SERVICE_DISABLED. Be sure to record the old start_type information in case it is needed to re-enable the service.

e. Type exit to restart the computer.

5. Please be advised of the following:

a. Microsoft recently announced the availability of Windows XP Service Pack 1 (SP1). Initially, owners of HP Pavilion home PCs and Compaq Presario 6300 series desktop PCs installed with Windows XP, were recommended to delay installation of SP1. The reason for this recommendation is that SP1 was discovered to be incompatible with the PC system recovery tool. To resolve this incompatibility, HP developed a new patch named "SP1RcvryFix.exe." This patch can be installed before or after installing XP SP1 to correct the incompatibility with the PC system recovery tool.

b. The article [Q811493] explains that you may experience slower computer performance after you install the 811493 (MS03-013) security update package on a computer that is running WinXP Service Pack 1 (SP1) or after you upgrade to SP1 on a Windows XP-based computer on which the 811493 security update was previously installed, and that the patch can be removed if installed. This problem may be more likely to occur if you use some features of some third-party programs, such as antivirus programs. For example, this problem may occur if your antivirus program is configured to scan all files when you open (or you run) them. This is sometimes called "real-time" scanning.

6. For identifying devices on the computer, view the Setupapi.log file which is by default located in the %SystemRoot% folder. Sometimes a device name listed in Device Manager can be misleading. For example, a device may be listed as a serial device, when in reality it is not related to a serial port. This typically occurs when a partial Plug and Play ID is available that is interpreted it as a serial device and may occur because of a compatible ID specified by the device. This can usually be corrected by locating the device's startup program that may not be behaving properly and either reinstalling or configuring. Please review and understand the contents of the article, "How to Troubleshoot Unknown Devices Listed in Device Manager (Q314464)".

a. The TechNet article "Setting SetupAPI Logging Levels" explains that you can control the amount of information written to the SetupAPI.log -- either for all Setup applications or for individual Setup applications, by changing the level of information written for all Setup applications by creating (or modifying) the following registry value. By setting this value (using the values listed in the tables furnished in this article) you can choose the level of errors that are logged, modify the verbosity of logging, or turn off logging. You can also log information to a debugger as well as to the log file:


b. The article [Q318187] explains that you may encounter various intermittent installation failures if you use a Cmdlines.txt file to install third-party drivers or one was used. These failures may include errors in the SetupAPI.log file, broken digital signatures, and corruption of other files. Cmdlines.txt is intended to install applications, to run registry updates, to install patches, and so on. Although you can use it to install OEM accessory software packages that do not contain hardware drivers, it was never intended to be used to install third-party drivers. Also review the article "How to Enable 48-bit Logical Block Addressing Support for ATAPI Disk Drives in Windows XP (Q303013)" for further information concerning what a Cmdlines.txt file is and its use.

c. The article [Q303128] explains how to find a processes in question by using a kernel debugger on a checked build system. If you try to disable or uninstall a device, and there are open handles to the device from any processes or programs, the PnP Configuration Manager will abort the query-remove operation on the device and prompt you to reboot the computer. This usually happens when there are legacy programs that are unaware of PnP notifications that are "talking" to your device. Currently, there is no easy way to find and fix those offending programs. This is because the PnP Configuration Manager does not log any information about the processes that have open handles to the device being removed.

7. The article [Q320560] states that when you start a Windows XP-based computer, the computer may seem to stop responding (hang) before the desktop is displayed and may occur if Sulfnbk.exe remains on the computer when you upgrade to Windows XP. Sulfnbk.exe is a Windows utility that is used to restore long file names. This utility is not included in Windows XP, Microsoft Windows 2000, or Microsoft Windows NT. If this file exists, rename or delete it.

8. The article [Q286350] discusses Autodump+ (ADPlus.vbs) a new tool from Microsoft Product Support Services (PSS) that can troubleshoot any process or application that stops responding (hangs) or fails (crashes) and is a console-based Microsoft Visual Basic script. AD+ has three modes of operation:

? Hang Mode is used to troubleshoot process hangs, 100 percent CPU utilization, and other problems that do not involve a crash. When you use AD+ in hang mode, you must wait until the process or processes hang before you run the script (that is, it is not perisistent like crash mode).

? Crash Mode is used to troubleshoot crashes that result in Dr. Watson errors, or any other type of error that causes a program or service to terminate unexpectedly. When you use AD+ in crash mode, you must start AD+ before the crash occurs. AD+ can be configured to notify an administrator or a computer of a crash through the '-notify' switch.

? Quick Mode is a light-weight version of hang mode that produces mini memory dumps of the specified processes and a debug log file with extended debugging information. For processes that consume large amounts of virtual memory, quick mode can be significantly faster than regular hang mode.

a. You should use AD+ to capture debugging information if you are experiencing the following problems:

? Processes that hang.

? Processes that consume 100 percent CPU on a single processor computer, 50 percent CPU on a dual processor computer, 25 percent CPU on a quad processor computer, and so on.

? Processes that crash or shut down unexpectedly.

b. You should not use AD+ in the following situations:

(1) If you need to troubleshoot a program or process that terminates unexpectedly upon startup. You can only use AD+ with processes that start successfully. If you need to troubleshoot processes that terminate unexpectedly upon startup, "User Mode Process Dump" may be a better solution.

(2) Alternatively, you can use the latest "debuggers" to manually debug the process.

(3) If there is a noticeable performance impact when you use AD+ in crash mode. This is usually caused by dynamic-link libraries (DLLs) or programs that throw a large number of Microsoft Visual C++ EH exceptions (which occur when you use the C++ throw statement or when you use try/catch blocks). Programs that write a large amount of information to the debug output stream can also cause a performance degradation. In the vast majority of cases, AD+ does not impact performance noticeably when it is running in crash mode.
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