CAUSE
This problem occurs because of a problem in the Windows Stored User Names and Passwords component (Keymgr.dll). If an error occurs when you select a drive in the Forgotten Password Wizard or the Password Reset Wizard, Keymgr.dll may select the first available drive letter as the drive. You may experience this problem if one or more of the following conditions are true:
- One removable disk drive is connected to the computer, but no floppy disk drives are installed or connected to the computer.
Note This removable disk drive may be a storage device that is connected to a universal serial bus (USB) port or to an IEEE 1394 (Firewire) port. - More than one removable disk drive is connected to the computer, no floppy disk drives are installed or connected to the computer, and an error occurs when you select the correct removable drive in the Forgotten Password Wizard. You may experience an error in the Forgotten Password Wizard if one of the following conditions is true:
- You have not applied the hotfix that is mentioned in the following Microsoft Knowledge Base (KB) article:
894685 Removable devices may not appear when you use the Forgotten Password Wizard or the Password Reset Wizard in Windows XP
- In the Forgotten Password Wizard, you manually enter the drive letter or the drive description. You do not select one of the listed removable drives.
RESOLUTION
Hotfix information
A supported hotfix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Only apply it to systems that are experiencing this specific problem. This hotfix may receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next Windows XP service pack that contains this hotfix.
To resolve this problem immediately, 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:
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
To apply this hotfix, you must have Microsoft Windows XP Service Pack 2 (SP2) installed.
For more information, click the following article number to view the article in the Microsoft Knowledge Base:
322389
How to obtain the latest Windows XP service pack
We recommend that you also install the hotfix that is mentioned in the following Knowledge Base article:
894685 Removable devices may not appear when you use the Forgotten Password Wizard or the Password Reset Wizard in Windows XP
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 file attributes) 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
------------------------------------------------------
26-Apr-2005 06:16 5.1.2600.2663 150,528 Keymgr.dll
WORKAROUND
You may be able to work around this problem by following the steps in the "Workaround" section of the following Microsoft Knowledge Base article:
894685 Removable devices may not appear when you use the Forgotten Password Wizard or the Password Reset Wizard in Windows XP
If only one removable disk drive is connected to the computer, connect an additional removable disk drive. Then, follow the steps in Microsoft Knowledge Base article 894685.