Hello,
Below this situation summary is the full chronological explanation and update info regarding the situation. As noted, Symantec only replied once so far and in the end it seems like it's a WinXP issue. Having an OEM XP 3 years past warranty, my options for help are very limited.
I use the word "urgent situation" because my system/source drive has been clicking and freezing up about 5 time a week. Recreating it is my first priority since I have no idea when the final wipe-out could happen.
Hopefully not during my asking for help here, for I'd have to find a way to come back here through someone else's computer.
>>> General FYI System Specs:
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-- WinXP Home SP-2
-- Pentium 4 1.ghz, 896 Mb SDRAM
-- Hard Drives (internal): 2 Ultra 7200 Rpm, non-dual boot -- system/source 20 Gb, slave/copy 40gb.
-- Hard Drive (external via ADS Firewire): Ultra 120 Gb.
The issue involves the two internal drives of which I am trying to copy the system/copy to the slave as destination.
>>> Summary of Situation:
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I got Norton Ghost 9.0 and have used their "Copy Drive(s)" -- and as explained in last update to them below, have done same type of operation with Western Digital's "Drive-to-Drive" copying option with their "Data Lifeguard" software.
Result is the same no matter how clean a boot or well defragmented, etc. the process is: Destination/copy drive's XP login rejects me as explained below.
I really hope someone can help me for I doubt Symantec will or can since it appears to be a WinXP issue.
Thank you very much.
Philip Knight (a.k.a. Sonicsoul here at EE)
Los Angeles, California USA
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>>> FIRST (AND SO FAR ONLY) RESPONSE FROM SYMANTEC
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Sent: Tuesday, February 01, 2005 5:19 AM
Subject: RE:'Case=***-***'Compatibi
lity
Hi Philip,
Thank you for contacting Symantec Online Technical Support.
I apologize for the inconveniences you are currently facing.
From your message, I understand that after copying your hard to the new hard drive using "Copy Drive" feature in Norton Ghost 9.0, when you start your computer from the new hard drive, Windows XP log-in screen appears and then Windows keeps logging you out.
Philip, I understand your concern regarding this issue. Also, please note that this issue has variety of causes. The most common causes are:
1. Corrupted Temporary files on the source hard drive.
2. Too many defragmented files on the source hard drive.
3. Bad Sectors on both source and destination hard drive.
4. Corrupted Windows Page file.
As a work around, I suggest that you perform the following troubleshooting steps and then once again try copying the hard drive.
1. Delete Windows Temporary files
2. Defragment both source and destination hard drives.
3. Close Background applications
4. Check hard disk for errors.
Please note that above mentioned steps are part of the procedure to optimize system resources. Therefore, I suggest that you follow all possible troubleshooting steps as outlined in the document linked below:
Title: 'Basic guide to optimizing system resources'
Document ID: 2002061015214139
> Web URL:
http://service1.symantec.com/support/tsgeninfo.nsf/docid/2002061015214139You can check hard drive for errors by running Microsoft CHKDSK. For additional details, please refer to the document linked below:
Title: 'How to run Microsoft Check Disk under Windows NT/2000/XP'
Document ID: 2004089680933862
> Web URL:
http://service1.symantec.com/Support/powerquest.nsf/docid/2004089680933862Before performing Copy Drive Operation, I recommend that disable Windows XP Virtual memory and perform a clean boot of your computer.
For assistance to disable Windows XP Virtual memory, please refer to the following document from our Online Knowledge Base:
Title: 'How to disable virtual memory in Windows XP'
Document ID: 2002121813142939
> Web URL:
http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2002121813142939A clean boot is basically the cleanest environment in which you can boot your computer. This will eliminate any possible software conflicts that could occur with Symantec Programs. For help in performing a clean boot of your system, please visit the following document on our website:
Title: 'Configuring Windows XP to clean boot'
Document ID: 2001053014402339
> Web URL:
http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2001053014402339In the second step of disabling the services in the above document, after checking Hide all Microsoft Services, in the left over services, please do not disable the Norton Ghost service or other Symantec services, please leave those checked and then click Apply and close and then reboot.
NOTE: Before you can copy drives, you must have the hardware configured correctly. For assistance in this regard, please consult your System Vendor. You can also refer to Norton Ghost 9.0 user guide.
To Copy One Hard Drive to Another Hard Drive, please refer to the following document provided in the link below:
Title: 'How to copy disk-to-disk using Norton Ghost 9.0'
Document ID: 2004111701520562
> Web URL:
http://service1.symantec.com/support/powerquest.nsf/docid/2004111701520562Please let us know if the issue is resolved. Thank You for contacting Symantec Online Technical Support.
Regards,
Symantec Authorized Technical Support
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>>> 1st UPDATE SENT BY ME TO THEM
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Sent: Tuesday, February 01, 2005 4:20 PM
Subject: RE:'Case=***-***' Compatibility URGENT
Hello,
I've spent hours doing every single suggestion and procedure included in your reply, yet the situation remains exactly the same. I do a fast defrag every day with O&O defragmenter, but I did a Speed Disk on the source drive just so Norton Ghost would recognize Symantec file organization.
Two things I wish to add that I noticed being different between the source and copy logon:
-- The "Welcome" screen doesn't show up, only the generic XP system Username Password box (which never does in source, just Welcome.
-- I have deteriorating eyesight also, so use larger white cursors. When "Welcome" screen comes up on source, it shows this. On the copy drive, the cursor during the showing of the user/pass is generic XP
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I do have source drive backup on an external Firewire connected drive, but that wouldn't help me as far as I understand it: If original drive is shot, nothing to backup to. Or even if one could reconstitute the backup to a different copy drive, the exact same problem the copied version still has would probably arise.
I do also have backups of all my files of work, but I've had my computer for several years and it's very customized and tweaked for performance and so on due to graphics, video, and music production applications and system apps..
I'm willing to have Symantec access my system and drives remotely via my 56 K modem if possible or necessary.
Thank You.
Philip Knight
Los Angeles, California USA
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>>> 2nd UPDATE SENT BY ME TO THEM
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Sent: Wednesday, February 02, 2005 7:54 AM
Subject: Update on RE:'Case=***-***' Compatibility URGENT
Hello,
Below is the last email I sent you yesterday evening.
In the mean time, I've looked into the whole XP Login issue (see link to MS article on Troubleshooting Login), tried everything I could -- including deleting the volume name (technically the "Full Name" in User Accounts) -- which has sped up login on the source drive. Again, I wiped out the destination drive again, recopied everything.
Still won't let me login asking for password when there should be none asked for.
--- Since Symantec works closely with Microsoft, could you contact them and ask them why this is happening and for a workaround/solution?
--- I.e. is there a way to copy/paste Registry or Windows whatever file containing what-should-be-happening from source to destination to fix this so I don't have to wipe out drive, format, and recopy the entire drive all over every time?
>> FYI: I have WinXP SP-2, Pentium 4 1.6. Ghz, 896 Mb SDRAM. The source drive is 20 gig, the destination 40, both are 7200 Rpm, and the destination is set as slave, not dual boot. Destination pin is set at factory cable select Master/Slave setting, so I just unplug the source when trying out the copy/destination drive.
And sure, they're small drives not up to standards of what's on the market now -- but still large enough to take 45 minutes every I have to copy to test it out).
.... Some type of surgical copy/paste solution instead of full copy would sure save time and frustration.
Please reply at earliest possible convenience. Thanks.
Philip Knight
Los Angeles, California USA
Troubleshooting Login Problems:
http://www.microsoft.com/resources/documentation/Windows/XP/all/reskit/en-us/Default.asp?url=/resources/documentation/Windows/XP/all/reskit/en-us/prcf_omn_bztv.asp==========================
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>>> 3rd UPDATE SENT BY ME TO THEM
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Sent: Wednesday, February 02, 2005 6:27 PM
Subject: ATTN: Shanal George/TWIMC -- RE: Update 2 on 'Case=***-***'Compatibilit
y URGENT
Hello,
I've sent 2 updates on situation since first reply from you, but no-one has gotten back to me. It's impossible for me to know if anyone is even working on my case if I get no feedback. A bit frustrating since I'm really trying to do my part in being thorough with as much details and progress reporting from my end as possible.
Included below ths email are my two previous ones.
In the mean time I've done some independent testing on my own and it seems that this issue is a Windows XP problem:
-- Since I have Western Digital drives, I used their "Data Lifeguard" (v.11 for Windows) -- they have a Drive-to-Drive copy option. So I erased, reformatted the destination drive and used it.
Same result: asking for password that it's there, or rejects it.
-- Not only that, I've even tried booting the copy drive via my XP CD-ROM's Recovery console, and even in DOS it asks for Administrator password with same result. Can't get in.
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So it appears this is an XP problem when a drive is duplicated by whatever means. That said, you are all far more knowledgeable about all of this and any solution suggestion from you would be appreciated.
Please acknowledge this email even if you can't or choose not to help me. I've been using Symantec products for over 7 years. I'm sure you are quite busy, however as a loyal customer, I feel it fair for me to ask for the courtesy of some form of response.
Even if but via a short note of some kind.
Thanks.
Philip Knight
Los Angeles, California USA
