Microsoft KB Archive/810625

= Visio 2002 stops responding (hangs) at 100 percent while updating directory cache when you log on by using a non-administrator account =

PSS ID Number: 810625

Article Last Modified on 2/28/2005

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The information in this article applies to:


 * Microsoft Visio 2002 Professional
 * Microsoft Visio 2002 Standard

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SYMPTOMS
When you start Microsoft Visio, Visio may stop responding (hang) when the progress bar reaches 100 percent of the directory cache update process.

This behavior may only occur when you are logged on as a user who is not a member of the Administrators group. When you log on as Administrator or as a member of the Administrators group, you can start and use Visio.



CAUSE
This behavior may occur if your user profile is damaged. Your user profile can become damaged if Norton AntiVirus 2002 is installed on the computer, and the antivirus program conflicts with your user profile.



RESOLUTION
To resolve this behavior, remove Norton AntiVirus, remove and reinstall Visio, and then delete the profile of the user who cannot start Visio. When you do this, Windows creates a new profile for the user the next time the user logs on to the computer. After the new profile is created, reinstall Norton AntiVirus.

To do this, follow these steps.

Important These steps may increase your security risk. These steps may also make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses. We recommend the process that this article describes to enable programs to operate as they are designed to, or to implement specific program capabilities. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this process in your particular environment. If you choose to implement this process, take any appropriate additional steps to help protect your system. We recommend that you use this process only if you really require this process.

Note Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.  Remove Norton AntiVirus. For more information about how to remove Norton AntiVirus from the computer, see to the product documentation or contact Symantec Corporation. Remove Visio. To do this, follow these steps:  Click Start, and then click Control Panel. Click Add or Remove Programs. In the list of currently installed programs, click Microsoft Visio, and then click Remove. Follow the instructions that appear on your screen to remove Visio.</ol> </li> Install Visio. To do this, follow these steps: <ol style="list-style-type: lower-alpha;"> Insert the Microsoft Visio 2002 CD into your computer's CD drive or DVD drive, and then run the Visio Setup program.</li> Follow the instructions that appear on the screen to install Visio.</li></ol> </li> Delete and re-create the profile of the user who cannot start Visio. To do this, follow these steps:

Note Before you delete the user profile, you may want to back up documents that are contained in the My Documents folder of the user profile. <ol style="list-style-type: lower-alpha;"> Log on to the computer as Administrator or as a member of the Administrators group.</li> Click Start, and then click Control Panel.</li> Click Performance and Maintenance, and then click System.</li> Click the Advanced tab, and then under User Profiles, click Settings.</li> In the Profiles stored on this computer list, click the user profile that you want to delete, and then click Delete.</li> Click Yes when you are prompted to confirm the deletion.</li> Click OK two times, and then quit Control Panel</li> Log off the computer as Administrator, and then log on as the user.

Windows creates a new profile for the user.</li></ol> </li> Verify that you can start and use Visio.</li> Install Norton AntiVirus. For more information about how to do this, see the product documentation or contact Symantec Corporation.</li></ol>

<div class="moreinformation_section">

MORE INFORMATION
Important An antivirus program is designed to help protect your computer from viruses. You must not download or open files from sources that you do not trust, visit Web sites that you do not trust, or open e-mail attachments when your antivirus program is disabled. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

129972 Computer viruses: description, prevention, and recovery

For additional information about Norton AntiVirus, or to contact Symantec, visit the following Symantec Corporation Web site:

http://www.symantec.com/techsupp/

For information about how to contact Symantec Corporation, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and software vendor contact information, A-K

60781 Hardware and software vendor contact information, L-P

60782 Hardware and software vendor contact information, Q-Z

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

For additional information about how to troubleshoot a similar issue, click the following article number to view the article in the Microsoft Knowledge Base:

318328 Visio stops responding at 100 percent while updating directory cache

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

Keywords: kblogin kbtshoot KB810625

Technology: kbVisio2002Search kbVisioSearch kbZNotKeyword2 kbZNotKeyword3

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