Article ID: 314867
Article Last Modified on 12/1/2007
APPLIES TO
- Microsoft Windows XP Home Edition
- Microsoft Windows XP Professional
- Microsoft Windows XP Professional x64 Edition
This article was previously published under Q314867
For a Microsoft Windows 2000 version of this article, see 255758.
SYMPTOMS
After you upgrade to Windows XP from an earlier Windows operating system, you may receive the following error message when you first log on, and then the Windows Error Reporting utility runs and creates a log file:
When you receive this error message, either no desktop appears or the desktop is blank. Task Manager indicates that Explorer.exe is using close to 100 percent of the available resources.
CAUSE
This issue may occur if the Norton CleanSweep program was installed in the previous operating system.
RESOLUTION
To resolve this issue, use one of the following methods.
Method 1
- After you start the computer and receive the error message, press CTRL+ALT+DELETE.
- Click Task Manager.
- In Task Manager, click New Task.
- Type control, and then press ENTER to start Control Panel.
- Double-click Add/Remove Programs.
- In the list of currently installed programs, click CleanSweep, and then click Change/Remove.
- Remove CleanSweep.
- Restart the computer.
Method 2
- Restart the computer. When you see the Boot menu, press the F8 key for options to start in Safe mode.
- Select the Safe Mode Command Prompt option.
- After you log on, type appwiz.cpl, and then press ENTER to start the Add/Remove Programs Wizard.
- In the list of currently installed programs, click CleanSweep, and then click Change/Remove.
- Remove the CleanSweep program.
- Restart the computer.
Method 3
- Restart the computer. When you see the Boot menu, press the F8 key for options to start in Safe mode.
- Select the Safe Mode Command Prompt option.
- Change to the %SystemRoot%\System32 folder. Typically, this is the C:\WINNT\System32 folder.
- Rename the Apitrap.dll file to Apitrap.old.
- Restart the computer.
MORE INFORMATION
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: kbenv kb3rdparty kberrmsg kbprb KB314867
