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TOP SUPPORT ISSUES

NEW KB ARTICLES


TOP SUPPORT ISSUES
===================
<Issue #1>
Problem description
------------
There is yellow exclamation mark on DVD drives in Device Manager.

Cause
------------
You have the exclamation mark on DVD device because the filter driver which
has been registered points to a non-existing driver in
%windir%\system32\drivers, so you have a broken driver chain.

Please refer to this KB article:
The CD drive or the DVD drive does not work as expected on a computer that
you upgraded to Windows Vista
http://support.microsoft.com/kb/929461

Resolution
-------------
To resolve this problem, remove the affected filter drivers. To do this,
follow these steps:
1. Click Start , type regedit in the Start Search box, and then click
regedit in the Programs list.

If you are prompted for an administrator password or confirmation, type your
password, or click Continue.

2. Locate, and then click the following registry subkey:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E965-E325-11CE-BFC1-08002BE10318}
Caution There can be many instances of the registry subkey that is mentioned
in step 2. You must make sure that you are in the appropriate registry
subkey before modifying the UpperFilters and the LowerFilters values. To
verify that you are in the appropriate registry subkey, make sure that the
Default data value is DVD/CD-ROM and the Class data value is CDROM.

3. In the right pane, right-click UpperFilters, and then click Delete.

4. Click Yes to confirm the removal of the UpperFilters registry entry.

5. In the right pane, right-click LowerFilters, and then click Delete.

6. Click Yes to confirm the removal of the LowerFilters registry entry.

7. Exit Registry Editor, and then restart the computer.

Useful articles:
--------------------
How to properly fix filter driver problems in Windows XP
http://djlizard.net/2007/04/30/230/

<Issue #2>
Problem description
------------
Yellow splat in device manager on Microsoft 6to4 Adapter.

Cause
------------
This is an expected behavior in Vista and Windows 2008.
Please refer to below KB article:
On a Windows Vista-based computer or on a Windows Server 2008-based
computer, the Microsoft ISATAP adapter appears with a yellow exclamation
mark next to it in Device Manager, and you also receive an error message
http://support.microsoft.com/kb/932520

Resolution
-------------
Removed the device in Device Manager.

Useful articles:
--------------------
Support WebCast: IPv6 Transition Technologies
http://support.microsoft.com/kb/923006/en-us

Manageable Transition to IPv6 using ISATAP
http://www.microsoft.com/downloads/details.aspx?FamilyId=B8F50E07-17BF-4B5C-A1F9-5A09E2AF698B&displaylang=en

<Issue #3>
Problem description
------------
When you logon as administrator and try to create shortcut in
c:\ProgramData\Microsoft\Windows\Start Menu, you are not allowed to do so.

Cause
------------
This is a by-design behavior, it is designed for security purpose.

Resolution
-------------
Turn off UAC can resolve this issue.

In a SBS2003 domain, if you want to edit GPO to turn off UAC, you need to
install RSAT on Vista SP1 and configure domain GPO from Vista SP1 client. It
will take effect to change the policy in domain wide.
1. RSAT can only be applied to Vista SP1
Download it from here:
Description of Windows Server 2008 Remote Server Administration Tools for
Windows Vista Service Pack 1
http://support.microsoft.com/kb/941314

2. After install RSAT, you need to enable it in Windows Features:
1) Click Start, type appwiz.cpl in the Start Search box and press Enter.
2) Click "Turn Windows features on or off" in the left pane.
3) Select the remote administration snap-ins and tools that you want to
install and click OK.
4) Then there will be several new component appear in your Administrative
Tools

3. You can configure GPO like what you do on DC, but you can see this Vista
group policy.

<Issue #4>
Problem description
------------
Windows XP Pro machine reboot before get into login screen and this even
happens when boot to Safe Mode.

Cause
------------
The root cause can be MBR corrupt.

Resolution
-------------
1. Boot to Last Known Good
Press F8, in advanced boot options, choose last Known Good.

2. Boot to Recovery Console and do some fix in it.

For a list of commands that are available in Recovery Console, type recovery
console commands or help at the command prompt, and then press ENTER.

Use these two commands in Recovery Console:
a) chkdsk drive /p /r

b) Fixboot: writes a new startup sector on the system partition.
e.g. fixboot drive name:

c) Fixmbr: repairs the startup partition's master boot code. The variable
device is an optional name that specifies the device that requires a new
Master Boot Record. Omit this variable when the target is the startup
device.
e.g. fixmbr device name

3. Perform a Parallel Install.

Useful articles:
--------------------
Windows XP Boot Sequence
http://pcs.suite101.com/article.cfm/windows_xp_boot_sequence

Description of the Windows XP Recovery Console for advanced users
http://support.microsoft.com/kb/314058/en-us

Advanced troubleshooting for general startup problems in Windows XP
http://support.microsoft.com/kb/308041/en-us

<Issue #5>
Problem description
------------
IE7 problematic behavior: You would visit web sites and then web pages for
other sites would pop-up. In the process of watching these pop-up windows,
you noticed that they go to a couple of intermediary web sites before
switching to their final destination.

Cause
------------
1.The following Windows system security patches are not installed:
a)MS07-028 | 931906 | Capicom |   N/A  | Missing   |
1a0aa998-93c5-4188-b758-c91c029ba3b0
b)MS07-050 | 938127 | Windows |   N/A  | Missing   |
bbd4e93a-59e6-4756-bf81-f8cef5dbe734
c)MS08-011 | 943973 | Office  |   N/A  | Missing   |
e33db88f-49ab-4cce-aa24-16d952526b6b
d)MS08-013 | 945185 | Office  |   N/A  | Missing   |
bf20a84c-6662-4755-b60d-7fe3a090eb01
e)MS08-015 | 945432 | Office  |   N/A  | Missing   |
880f4592-a57e-4af6-ae6c-c2988519df4e
f)MS08-016 | 947355 | Office  |   N/A  | Missing   |
07c5609d-1792-4e0c-9bc1-41b935b9986f
g)MS08-027 | 950213 | Office  |   N/A  | Missing   |
f75401a0-0419-48fc-8011-bb0b30c061f8
h)MS08-032 | 950760 | Windows |   N/A  | Missing   |
ed0d8850-60f4-48fc-bd76-49eed8a6f341
i)MS08-041 | 955439 | Office  |   N/A  | Missing   |
f6e3e036-eaf1-4423-9eab-9359a23fcb9e
j)MS08-042 | 954464 | Office  |   N/A  | Missing   |
285601b8-5c07-4856-b4e6-847f053be4cb
k)MS08-043 | 951548 | Office  |   N/A  | Missing   |
a8d2ee29-b6e4-481f-ac97-3e57703e663a
l)MS08-044 | 921598 | Office  |   N/A  | Missing   |
ae97d343-7c0d-4c06-9a62-67eff01890a9
m)MS08-051 | 948988 | Office  |   N/A  | Missing   |
fd238246-f66a-43ce-8d31-3a74ae471ea5

MS07-050 is directly related with IE application.

Resolution
-------------
1.Reboot the computer and switch to the Safe Mode. (Since in Safe Mode, the
mal-files will not be loaded, thus you could remove them thoroughly  )
2.Delete the following keys in the registry:
a)HKLM\SOFTWARE\Microsoft\Windows
NT\CurrentVersion\Winlogon\Notify\74e872e8382
b)HKLM\SOFTWARE\Microsoft\Windows
NT\CurrentVersion\Winlogon\Notify\__c003C680
3.Rename the following files:
a)C:\windows\system32\~.exe to ~.ex_
b)C:\windows\system32\__c003C680.dat to __c003C680.da_
c)C:\windows\system32\__c00CA914.dat to __c003CA914.da_
4.Clear the IE7 Temp files including history files and Cookie
5.Reboot the system to enter the normal mode, problem is resolved.

New KB ARTICLES
===================
Scheduled tasks may not be created successfully if the task title includes a
period.
http://support.microsoft.com/kb/958504/en-us

An ad hoc network connection is not automatically reconnected when you
restart Windows Vista
http://support.microsoft.com/kb/957274/en-us