Error message when you update Windows Live OneCare on a Windows XP-based computer: "Turn on Antivirus monitoring. Windows Live OneCare Antivirus service could not start" (917045)


The information in this article applies to:

  • Windows Live OneCare, when used with:
    • Microsoft Windows XP Professional
    • Microsoft Windows XP Home Edition

SYMPTOMS

After you update Microsoft Windows Live OneCare on a Microsoft Windows XP-based computer, the Antivirus service tries to start. In this case, you may receive the following error message:
Urgent
Turn on Antivirus monitoring. (At risk)
Windows Live OneCare Antivirus service could not start. (At risk)

CAUSE

This problem may be caused by a third-party program that performs user interface modification or a system tune-up. The problem may occur if this third-party program has changed the startup screen that Microsoft Windows XP displays during the startup process. To do this, the program may have changed the default kernel file that Windows XP uses to start. This change can affect Windows Live OneCare Antivirus and prevent the Windows Live OneCare Antivirus service from starting.

Warning Changes that are made to the Windows kernel by third-party software can expose a computer to potential security risks. After these changes are made, the kernel that is used is not a Windows kernel and has not been verified to be secure. Also, when third-party software changes the kernel in this manner, all future security updates to the kernel that are downloaded and installed by Windows are not applied to the computer. Therefore, the computer may be exposed to security risks.

RESOLUTION

To resolve this problem, you must contact Windows Live OneCare Technical Support. For more information about how to contact Windows Live OneCare Technical Support, visit the following Microsoft Web site:

https://www.windowsonecare.com/support/technicalsupport.aspx?

Before you contact Windows Live OneCare Technical Support, follow these steps to obtain information about your computer. This information will help Windows Live OneCare Technical Support resolve the problem.
  1. Click the Windows Live OneCare icon in the notification area.
  2. Click Help, and then click About Windows Live OneCare. Note the version of Windows Live OneCare.
  3. Click OK.
  4. Click View, and then click Change Settings.
  5. Click the Logging tab, and then click Create support log.
  6. The support log document opens in the Web browser. In the Snapshot section of the support log document, verify that the "Action items" section has the following entries:
    • Turn on Antivirus monitoring. (At risk)
    • Windows Live OneCare Antivirus service could not start. (At risk)
  7. Close the Web browser.
  8. Click Start, click Run, type winver, and then click OK.
  9. Note the version of Windows XP. If the version of Windows XP is not 2600.xpsp.060210-1526, follow these steps.

    On Windows XP Home Edition-based computers
    1. Right-click My Computer, and then click Properties.
    2. Click the Advanced tab.
    3. Under Startup and Recovery, click Settings.
    4. Under System startup, examine the text in the Default operating system box. Note the entry that contains the following text:

      /kernel=name.exe

      Note name.exe is a program name.
    On Windows XP Professional-based computers
    1. Click Start, click Run, type cmd, and then click OK.
    2. Type bootcfg, and then press ENTER. This command displays the contents of the Boot.ini file.

      There may be several entries under "Boot Entries" in the Boot.ini file. Each boot entry has a unique "Boot entry ID" number, starting at 1. Examine the "OS Load Options" for each boot entry to see whether the load option contains the following text:

      /kernel=name.exe

      Note name.exe is a program name.
    3. Note the Boot entry ID number that is associated with the /kernel entry.
After you have noted this information, contact Windows Live OneCare Technical Support about this issue.
Modification Type:MinorLast Reviewed:3/24/2006
Keywords:kbtshoot kbExpertiseBeginner kberrmsg KB917045 kbAudEndUser
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