Microsoft KB Archive/811014

Knowledge Base

"STOP 0x0000001E KMODE_EXCEPTION_NOT_HANDLED in NTOSKRNL.EXE" Stop Error Message After You Install PcAnywhere

Article ID: 811014

Article Last Modified on 10/30/2006

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APPLIES TO

• Microsoft Windows 2000 Professional Edition

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

SYMPTOMS

After you install Symantec Corporation's pcAnywhere on a computer that runs Windows 2000 Professional, when you restart the computer it may stop responding. You may also receive the following stop error message:

STOP 0x0000001E KMODE_EXCEPTION_NOT_HANDLED in NTOSKRNL.EXE

When you try to restart your computer, you receive the same stop error message again. The computer cannot complete the startup procedure.

RESOLUTION

To resolve this issue, you must disable the AW_HOST and AW_HOST32 drivers, and then remove pcAnywhere from your computer. After you have removed pcAnywhere, contact Symantec Corporation to obtain the Windows 2000 pcAnywhere patch before you reinstall the software on your computer.

To disable the AW_HOST and AW_HOST32 drivers on your computer, follow these steps:

1. Start your computer by using the recovery console. To do this, follow these steps:
   1. Start the computer from the Windows 2000 CD.
   2. At the "Welcome to Setup" screen, press R.
   3. Press C to repair a Windows 2000 installation by using the recovery console.
   4. When you are prompted by the recovery console, type the number of the Windows 2000 installation that you want to repair, and then press ENTER.
   5. Type the Administrator password, and then press ENTER.
      
      For additional information about the recovery console, click the following article numbers to view the articles in the Microsoft Knowledge Base:

      229716 Description of the Windows 2000 Recovery Console

2. Type disable aw_host, and then press ENTER.
3. Type disable aw_host32, and then press ENTER. Note: If AW_HOST32 is not present on your computer you will receive an error message. This is expected behavior and will not affect this procedure.
4. Type exit, and then press ENTER to quit the recovery console.

After you have disabled the AW_HOST and AW_HOST32 drivers, remove pcAnywhere from your computer. To do this, follow these steps:

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click Add/Remove Programs.
3. In the list of currently installed programs, click Symantec pcAnywhere, and then click Change/Remove.
4. Follow the on-screen instructions to remove pcAnywhere, and then restart your computer.

After you have removed pcAnywhere from your computer, contact Symantec to obtain the Windows 2000 pcAnywhere patch. After you install the patch, reinstall pcAnywhere.

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 Third-Party Vendor Contact List, A-K

60781 Hardware and Software Third-Party Vendor Contact List, L-P

60782 Hardware and Software Third-Party Vendor Contact List, Q-Z

MORE INFORMATION

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

306948 Windows 2000 Generates Continuous Restarts

317051 Windows Does Not Start After PcAnywhere 9.0 Installation

Keywords: kberrmsg KB811014

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