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Article ID: 960419 - Last Review: October 8, 2011 - Revision: 2.0

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SYMPTOMS

When you try to log on to a Windows XP-based computer by using a cached credential, the logon process stops responding. When this issue occurs, you may see a light blue background on the screen, and the CTRL+ALT+DEL keyboard shortcut is inoperable. This problem may last from 10 minutes to an indefinite period of time.

This problem occurs if you have a home drive mapped for the computer, but the computer is not on the network where the home drive is located.

RESOLUTION

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, submit a request to Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/?ws=support (http://support.microsoft.com/contactus/?ws=support)
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, you must have Windows XP Service Pack 2 (SP2) or a later service pack installed on the computer. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
322389  (http://support.microsoft.com/kb/322389/ ) How to obtain the latest Windows XP service pack

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

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 item in Control Panel.
Windows XP with SP2, x86-based versions
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Ntdll.dll5.1.2600.3515715,26422-Jan-200919:57x86
Windows XP with SP3, x86-based versions
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Ntdll.dll5.1.2600.5748715,26423-Jan-200909:45x86

WORKAROUND

To work around this problem, follow these steps:
  1. Log on to the Windows XP-based computer by using a local user account instead of a domain user account.
  2. Disable any network devices.
  3. Disable the Web Client service.
  4. Disable Client Side Caching for the user's home drive.
  5. Configure the user account so that it no longer has a mapped home drive.

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

APPLIES TO
  • Microsoft Windows XP Professional
  • Microsoft Windows XP Home Edition
Keywords: 
kbautohotfix kbexpertiseinter kbfix kbbug kbsurveynew kbqfe KB960419
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