Microsoft KB Archive/894685

= Removable devices may not appear when you use the Forgotten Password Wizard or the Password Reset Wizard in Windows XP =

Article ID: 894685

Article Last Modified on 8/29/2007

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APPLIES TO


 * Microsoft Windows XP Professional
 * Microsoft Windows XP Home Edition

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SYMPTOMS
In Microsoft Windows XP, removable devices may not appear when you use the Forgotten Password Wizard or the Password Reset Wizard. For example, when you use the Forgotten Password Wizard to create a password reset disk, removable devices may not appear in the list of devices to which you can back up your password. Additionally, when you use the Password Reset Wizard to reset your password, removable devices may not appear in the list of devices from which you can restore your password.



CAUSE
This problem occurs if all the following conditions are true:
 * More than one removable disk drive is connected to the computer.
 * The removable disk drive that you want to select was not connected when you turned on the computer.
 * You do not use the Windows XP Welcome screen to log on the computer. For example, you press CTRL+ALT+DELETE to log on the computer.
 * You press CTRL+ALT+DELETE to start the Forgotten Password Wizard, or you try to log on to the computer and then start the Password Reset Wizard.

This problem occurs because the Windows Shell Common DLL component (Shell32.dll) stops disk drive information from correctly displaying the first time that information is requested. This information is required for the disk drive to display on the Windows desktop.



Hotfix information
A supported hotfix is now 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. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next service pack that contains this hotfix.

To resolve this problem, submit a request to Microsoft Online Customer Services to obtain the hotfix. To submit an online request to obtain the hotfix, visit the following Microsoft Web site:

http://go.microsoft.com/?linkid=6294451

Note If additional issues occur or 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. To create a separate service request, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support

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

Note We recommend that you also apply the hotfix that is mentioned in the following Knowledge Base article:

894686 The Forgotten Password Wizard incorrectly backs up your password to the C drive, or you receive a &quot;This disk is not a password reset disk&quot; error message when you try to use the Password Reset Wizard to reset your password 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 -  01-Sep-2005  01:44  6.0.2900.2751  8,452,608  Shell32.dll



WORKAROUND
You may be able to work around this problem by using one of the following methods:

Method 1: Restart the computer
Restart the computer with the removable disk drives connected. Then, try to back up or restore your password.

Method 2: Restart the Forgotten Password Wizard or the Password Reset Wizard
Quit and then restart the Forgotten Password Wizard or the Password Reset Wizard. One or more of the removable disk drives may then appear in the wizard.

Note You may have to restart the wizard one time for each removable disk drive that is connected.

Method 3: Start the Forgotten Password Wizard from Control Panel
Do not press CTRL+ALT+DELETE to start the Forgotten Password Wizard. Instead, use the User Accounts Control Panel item to start the wizard. To do this, follow these steps:
 * 1) Click Start, click Run, type control userpasswords, and then click OK.
 * 2) Click the account whose password you want to change, and then click Prevent a forgotten password.



STATUS
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the &quot;Applies to&quot; section.



MORE INFORMATION
For more information, click the following article numbers to view the articles in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

306214 How to create and use a password reset disk for a computer in a domain in Windows XP

305478 How to create and use a password reset disk for a computer that is not a domain member in Windows XP

Keywords: kbqfe kbhotfixserver kbbug kbfix KB894685

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