Microsoft KB Archive/316503

= GoBack causes a Stop error C000021a =

Article ID: 316503

Article Last Modified on 7/12/2006

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APPLIES TO


 * Microsoft Windows XP Home Edition
 * Microsoft Windows XP Professional

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This article was previously published under Q316503



SYMPTOMS
After you install Roxio GoBack (included with Norton System Works), and attempt to start your computer, you may receive an error message similar to the following:

C000021a (fatal system error).

The session manager initialization system process terminated unexpectedly with a status of 0xc000003a (0x00000000, 0x00000000)

Your computer starts normally in Safe mode, but a clean boot from MSConfig has no effect.



CAUSE
This error can occur when you have GoBack installed on your computer and it is present in the boot sector.



RESOLUTION
To resolve this issue, disable GoBack, and then uninstall GoBack. To do this, follow these steps.

NOTE: You cannot uninstall GoBack in Safe mode.
 * 1) Restart your computer.
 * 2) During the startup process, press SPACE to access GoBack's menu options.
 * 3) When prompted, enter the option for Disable GoBack, and then allow the computer to complete the startup process.
 * 4) Click Start, and then click Control Panel.
 * 5) In Control Panel, double-click Add or Remove Programs.
 * 6) In the list of installed programs, click GoBack, and then click Remove.
 * 7) Follow the on-screen instructions to complete the uninstall process.

If you want to continue to use GoBack, or if you need help removing or disabling GoBack, contact Symantec. Alternatively, visit the following Symantec Web site for support and information about recent upgrades that are compatible with Windows XP:

http://www.symantec.com/index.htm



MORE INFORMATION
For more information about how to manually remove GoBack, click the following article number to view the article in the Microsoft Knowledge Base:

315333 Upgrade report about GoBack during upgrade to Windows XP

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Additional query words: GoBack 21a

Keywords: kberrmsg kbprb KB316503

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