STOP 0xC000021A in Winlogon Caused by PCAnywhere

• Microsoft Windows NT Server version 4.0
• Microsoft Windows NT Server, Enterprise Edition version 4.0
• Microsoft Windows NT Workstation version 4.0

SYMPTOMS

After you install Symantec's pcANYWHERE version 8.0, your computer may stop responding (hang) and display the following error message when you restart the computer:

STOP 0xC000021A: The Windows Logon Process terminated unexpectedly with
status 0x00000xxx

Q158636 STOP 0x1E in Win32k.sys Upgrading from WinNT 3.51 to WinNT 4.0

CAUSE

pcANYWHERE replaces the default Graphical Identification and Authentication (GINA) file, Msgina.dll, with the Awgina.dll file. This replacement does not interact properly with the Winlogon process.

RESOLUTION

WARNING: Using Registry Editor incorrectly can cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that problems resulting from the incorrect use of Registry Editor can be solved. Use Registry Editor at your own risk.

For information about how to edit the registry, view the "Changing Keys And Values" Help topic in Registry Editor (Regedit.exe) or the "Add and Delete Information in the Registry" and "Edit Registry Data" Help topics in Regedt32.exe. Note that you should back up the registry before you edit it. If you are running Windows NT, you should also update your Emergency Repair Disk (ERD).

To resolve this issue, follow these steps:

1. Perform a parallel installation of Windows NT to provide access in renaming the file or follow the steps found in the following Microsoft Knowledge Base article:
   
   Q164471 Replacing System Files Using a Modified Emergency Repair Disk.



2. Restart the computer using the new Windows NT installation.



3. Install the latest Windows NT 4.0 service pack. This may be required if you need to replace files from the prior installation.



4. Disable the pcANYWHERE service in the prior installation so that pcANYWHERE does not initialize by following the steps found in the following Microsoft Knowledge Base article:
   
   Q165748 How to Disable a Service or Device that Prevents NT from Booting



5. After disabling the pcANYWHERE service, click Start, click Run, type REGEDT32, and then click OK.



6. Click the Window menu and then click HKEY_LOCAL_MACHINE on Local Machine. Click Registry menu, and then click Load Hive. Type in the path to the System hive of the prior installation (%systemroot%\system32\config\system), and then click Open.



7. When prompted for the name of the key, enter "TEST" (without quotation marks).



8. Scroll down to the following registry entry:
   
   HKEY_LOCAL_MACHINE\TEST\ControlSetXXX\Services\AW_HOST
   
   Double-click the Start value, type the numeral four into the Data field, and then click OK. This will disable the AW_HOST service in the prior installation.



9. Scroll down to the following registry entry:
   
   HKEY_LOCAL_MACHINE\TEST\ControlSetXXX\Services\AWHOST32
   
   Double-click the Start value, type the numeral four into the Data field, and then click OK. This will disable the AW_HOST service in the prior installation.



10. Double-click the minus sign in the folder representing the TEST key and select the TEST key. Go to the Registry menu and select unload hive. This will save the registry changes to the prior installation[ASCII 146]s SYSTEM hive.

1. Restart the computer using the newer Windows NT installation.



2. Click Start, click Run, type REGEDT32, and then click OK.



3. Click the Window menu and then click HKEY_LOCAL_MACHINE on Local Machine. Click Registry menu, and then click Load Hive. Type in the path to the Software hive of the prior installation (%systemroot\system32\config\software), and then click Open.



4. When prompted for the name of the key, enter [ASCII 147]TEST[ASCII 148] (without quote marks).



5. Scroll down to the following registry entry:
   
   HKEY_LOCAL_MACHINE\TEST\Microsoft\Windows NT\Current Version\WinLogon



6. Double-click the GinaDLL value, replace the Awgina.dll text with Msgina.dll, and then click OK.



7. Verify that the Windows NT 4.0 Service Pack 3 version of the Msgina.dll file is in the path specified by this registry entry. If it is not, copy this file from the newer installation to the prior installation.



8. Double-click the minus sign in the folder representing the TEST key and highlight the TEST key. Go to the Registry menu and select unload hive. This will save the registry changes to the prior installation[ASCII 146]s SYSTEM hive.



9. Exit REGEDT32 and restart the computer using the prior installation of Windows NT.

STATUS

Microsoft has confirmed this to be a problem in the Microsoft products listed at the beginning of this article.

MORE INFORMATION

For more information on troubleshooting Stop errors, please refer to the following Microsoft Knowledge Base articles:

Q156669 How to Troubleshoot a Stop 0xC000021A

http://www.symantec.com/

Additional query words: remote control

Keywords : ntstop
Version : WinNT:4.0
Platform : winnt
Issue type : kbprb