DOCUMENT:Q311860 28-NOV-2001 [winnt] TITLE :The HP NTLock Services Do Not Start After Installing the SRP PRODUCT :Microsoft Windows NT PROD/VER::4.0 SP6a OPER/SYS: KEYWORDS:kb3rdparty kberrmsg ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft Windows NT Server version 4.0 SP6a - Microsoft Windows NT Server, Enterprise Edition version 4.0 SP6a - Microsoft Windows NT Workstation version 4.0 SP6a ------------------------------------------------------------------------------- SYMPTOMS ======== After you install the post-Windows NT 4.0 Service Pack 6a (SP6a) Security Rollup Package (SRP) on a Hewlett-Packard computer with Hewlett-Packard NTLock installed, you may receive any of the following error messages when you reboot the computer: STOP c000021a winlogon.exe - DLL Initialization Failed Initialization of the dynamic link library C:\WINNT\System32\HPSmartF.dll failed. The process is terminating abnormally. HPolLock.exe - DLL Initialization Failed Initialization of the dynamic link library C:\WINNT\System32\HPSmartF.dll failed. The process is terminating abnormally. WIxInitialize HP Gina specific initialization failed: Disable ALL HP Lock features. If you uninstall NTLock properly before you install the SRP, the computer boots correctly and remains stable. However, the HPGate service does not start properly and you receive repeated "failed service" notifications every time you start the computer. If you then install the latest NTLock software, the computer does not boot properly and you may receive any of the error messages. CAUSE ===== The SRP exposes an issue with Hewlett-Packard Entlk 2.2a and earlier versions of NTLock (Hpgate.sys) that is available from any of the following Hewlett-Packard sources: - The Hewlett-Packard Web site: Hewlett-Packard NTLock Software and Drivers (http://www.support.vectra.hp.com/vectrasupport/indexes/Driver622.html) - The Hewlett-Packard recovery CD-ROM RESOLUTION ========== To prevent this problem from occurring, use these steps: 1. If Hewlett-Packard TopTools is installed, make sure that you have installed the latest version. The latest versions of TopTools (TopTools 5.0 and 5.5) are available from the following Hewlett-Packard Web site: http://www.hp.com/toptools/ 2. If TopTools is not installed, install the updated version of NTLock before you install the SRP. The updated version of NTLock is available from the following Hewlett-Packard Web site: http://www.support.vectra.hp.com/vectrasupport/indexes/Driver622.html MORE INFORMATION ================ For additional information about the SRP, click the article number below to view the article in the Microsoft Knowledge Base: Q299444 Post-Windows NT 4.0 Service Pack 6a Security Rollup Package (SRP) The third-party products discussed in this article are manufactured by vendors independent of Microsoft; we make no warranty, implied or otherwise, regarding these products' performance or reliability. The third-party contact information included in this article is provided to help you find the technical support you need. This contact information is subject to change without notice. Microsoft in no way guarantees the accuracy of this third-party contact information. Additional query words: blue screen crash hang ====================================================================== Keywords : kb3rdparty kberrmsg Technology : kbWinNTsearch kbWinNTWsearch kbWinNTW400search kbWinNT400search kbWinNTSsearch kbWinNTSEntSearch kbWinNTS400sp6 kbWinNTS400search kbWinNTSEnt400SP6a kbWinNTW400SP6a Version : :4.0 SP6a Issue type : kbprb ============================================================================= THE INFORMATION PROVIDED IN THE MICROSOFT KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. MICROSOFT DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL MICROSOFT CORPORATION OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF MICROSOFT CORPORATION OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY. Copyright Microsoft Corporation 2001.