Installing pcAnywhere 9.0 on Windows 2000 Generates Continuous Restarts (306948)


The information in this article applies to:

  • Microsoft Windows 2000 Server
  • Microsoft Windows 2000 Advanced Server
  • Microsoft Windows 2000 Professional
This article was previously published under Q306948

SYMPTOMS

After you install Symantec pcAnywhere version 9.0 and you restart your Windows 2000-based computer, you may not be able to log on to the computer. In other cases, the computer may go into a cycle of blue screens or restarts.

CAUSE

This behavior can occur because pcAnywhere replaces reference to Msgina.dll in the registry with reference to Awgina.dll, and some versions of Awgina.dll can cause this behavior. Awgina.dll is the Symantec version of the Graphical Identification and Authentication dynamic-link library.

RESOLUTION

To resolve this behavior, turn off the pcAnywhere services, replace Awgina.dll with Msgina.dll to allow the system to start normally, and then update the pcAnywhere program:
  1. Start Windows 2000 to the Recovery Console:
    1. Start the computer by using either the Windows 2000 Setup floppy disks or the Windows 2000 CD-ROM.
    2. At the "Welcome to Setup" screen, press R to repair, and then press C to start the Recovery Console.
    3. When you are prompted to do so, enter the number for the appropriate Windows 2000 installation and type the password for the Administrator account.
  2. At the Recovery Console command prompt, type the following commands, pressing ENTER after each command:

    disable awhost32

    disable aw_host

    cd system32

    copy msgina.dll awgina.dll

  3. Type exit at the command prompt and then press ENTER, to restart the computer.
  4. Remove the pcAnywhere program:
    1. Click Start, point to Settings, click Control Panel, and then double-click Add/Remove Programs.
    2. In the list of currently installed programs, click Symantec pcAnywhere, and then click Change/Remove.
    3. Follow the instructions in the wizard to remove pcAnywhere, and then restart the computer.
  5. Use the normal installation procedure to reinstall pcAnywhere. However, before you restart the computer after installation, use the LiveUpdate feature within pcAnywhere to get the latest updates to the pcAnywhere program:
    1. Click Start, point to Programs, and then click Symantec pcAnywhere.
    2. On the Help menu, click LiveUpdate.
    3. Follow the instructions in the LiveUpdate Wizard. Note that only pcAnywhere version 9.02 or later is compatible with Windows 2000.
  6. If you are unable to run LiveUpdate, do not restart the computer. Contact Symantec for the location of the most recent product updates. Apply the patch, following the instructions provided by Symantec.

MORE INFORMATION

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

For information about how to contact Symantec, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and Software Third-Party Vendor Contact List, A-K

60781 Hardware and Software Third-Party Vendor Contact List, L-P

60782 Hardware and Software Third-Party Vendor Contact List, Q-Z

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.

For more information about Windows 2000 Recovery Console, refer to the following articles:

216417 How to Install the Windows 2000 Recovery Console

229716 Description of the Windows 2000 Recovery Console

302346 How to Restore the Original Logon Interface in Windows

Modification Type:MajorLast Reviewed:11/20/2003
Keywords:kb3rdparty kbenv kbprb KB306948
©2003 Microsoft Corporation. All rights reserved.