Your Windows 2000-based computer stops responding, you cannot log on to Windows, or your CPU usage for the System process approaches 100 percent (841382)

SYMPTOMS

After you install the security update that is described in Microsoft Security Bulletin MS04-011 on a Microsoft Windows 2000-based computer, you may experience any one of the following symptoms:

Your computer appears to stop responding at startup.
You cannot log on to Windows.
Your CPU usage for the System process approaches 100 percent.

Note This problem does not occur when you install the security update that is described in Microsoft Security Bulletin MS04-011 on a computer that is running Microsoft Windows XP or Microsoft Windows Server 2003.

To view Microsoft Security Bulletin MS04-011, visit the following Microsoft Web site:

http://www.microsoft.com/technet/security/bulletin/ms04-011.mspx

RESOLUTION

Hotfix information

A supported hotfix is now available from Microsoft, but it is only intended to correct the problem that this article describes. Apply it only to systems that are experiencing this specific problem.

To resolve this problem, contact Microsoft Product Support Services to obtain the hotfix. For a complete list of Microsoft Product Support Services telephone numbers and information about support costs, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support

Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

Prerequisites

This hotfix requires Windows 2000 Service Pack 3.

Restart requirement

You must restart your computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace any other hotfixes.

File Information

The English version of this hotfix has the file attributes (or later) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.

Date         Time    Version            Size   File name 
-------------------------------------------------------------- 
24-Mar-2004  02:17   5.0.2195.6824     42,256  Basesrv.dll 
21-Sep-2003  00:45   5.0.2195.6824    236,304  Cmd.exe 
24-Mar-2004  02:17   5.0.2195.6898    242,448  Gdi32.dll 
24-Mar-2004  00:46                        502  Hfsecper.inf 
17-Mar-2004  21:50                        502  Hfsecupd.inf 
24-Mar-2004  02:17   5.0.2195.6897    742,160  Kernel32.dll 
10-Feb-2004  19:47   5.0.2195.6897     30,160  Mountmgr.sys 
24-Mar-2004  02:17   5.0.2195.6824     54,544  Mpr.dll 
24-Mar-2004  02:17   5.0.2195.6895    335,120  Msgina.dll 
24-Mar-2004  02:17   5.0.2195.6899    497,936  Ntdll.dll 
30-Apr-2004  02:35   5.0.2195.6927  1,701,312  Ntkrnlmp.exe 
30-Apr-2004  02:35   5.0.2195.6927  1,700,992  Ntkrnlpa.exe 
30-Apr-2004  02:35   5.0.2195.6927  1,722,624  Ntkrpamp.exe 
30-Apr-2004  02:35   5.0.2195.6927  1,678,144  Ntoskrnl.exe 
24-Mar-2004  02:17   5.0.2195.6892     90,264  Rdpwd.sys 
05-Feb-2004  20:18   5.0.2195.6896  5,869,056  Sp3res.dll
24-Mar-2004  02:17   5.0.2195.6897    403,216  User32.dll 
05-Aug-2003  22:14   5.0.2195.6794    385,808  Userenv.dll 
11-Mar-2004  02:37   5.0.2195.6897  1,720,368  Win32k.sys 
11-Mar-2004  02:37   5.0.2195.6898    181,520  Winlogon.exe 
25-Sep-2003  18:08   5.0.2195.6826    243,984  Winsrv.dll 
24-Mar-2004  02:17   5.0.2195.6897    742,160  Kernel32.dll 
24-Mar-2004  02:17   5.0.2195.6899    497,936  Ntdll.dll 
11-Mar-2004  02:37   5.0.2195.6897  1,720,368  Win32k.sys 
25-Sep-2003  18:08   5.0.2195.6826    243,984  Winsrv.dll 
03-May-2004  21:50                     14,478  Kb841382.cat

WORKAROUND

To work around this problem if you use the Nortel Networks VPN client, disable the IPSec Policy Agent service from Safe Mode or from the Recovery Console.

Note This problem may occur if other drivers or services do not load successfully. This workaround is specific to the Nortel Networks VPN client drivers.

To disable the IPSec Policy Agent service from Safe Mode

Restart your computer.
When you receive the "Please select the operating system to start" message, press F8.
Select safemode, press ENTER, and then press ENTER at the operating system selection page.
Click Start, click Run, type compmgmt.msc /s, and then click OK.
In the Computer Management console, expand Services and Applications, click Services, and then double-click IPSec Policy Agent.
Click Services, and then, on the General tab, click Disabled as the Startup type.
Click OK, and then restart your computer.

To disable the IPSec Policy Agent service from Recovery Console

Either insert the Windows 2000 startup disk in the floppy disk drive, or insert the Windows 2000 CD-ROM in the CD-ROM drive or the DVD-ROM drive, and then restart the computer.
Click to select any options that are required to start the computer from the CD-ROM drive or the DVD-ROM drive if you are prompted to do so.
At the Setup screen, press R to repair the installation, and then press C to start Recovery Console.
If you have a dual-boot or a multiple-boot computer, select the installation that you want to access from the Recovery Console.
Type the administrator password.

If the administrator password is blank, press ENTER.
At the command prompt, type disable policyagent to disable the IPSec Policy Agent service.
To exit the Recovery Console, type exit at the command prompt, and then press ENTER.
Restart your computer.