I believe the problem started around St. Patrick's Day, March 17.

I followed all of your instructions. Actually I talked my grandma through
all of your steps. You were right!! It works now. Well, she hasn't gone to
the Windows Update site yet but she can get on the internet now. So she'll
download and install the latest version of that patch and hopefully
everything will be back to normal. I think she'll be fine now though. If
not, I will post again.

One small variation to your instructions. When we booted back into normal
mode, it reset (checked) KB891711. So we have to run it in Selective Start
Up mode to keep KB891711 unchecked. She can only get on the internet with it
disabled (unchecked). Once she updates windows and gets the new version of
KB891711, I'll have her return to normal mode.

Thank you so much for helping! I couldn't find anything on the Microsoft
website to help. (except this discussion group) This discussion group is a
great resource!

Thank you again!

"Mike M" wrote:

When did this problem start? I wonder if it is possible that she
downloaded and installed the original version of the KB891711 hotfix
between 8 March and 13 April as this can cause similar problems. If so I
would suggest she try booting to Safe Mode and then using MSConfig (Start
| Run and enter MSConfig in the box and click OK), open the Startup tab
and look for and uncheck any entry that refer to KB891711. Having done
this she should try booting back into normal mode and see if the problem
is still there or not. If this solves the problem she should then got to
the Windows Update site using the link on the start menu and download and
install the latest version of this patch.
--
Mike Maltby MS-MVP



miesha wrote:

Thank you for responding, Mart. It is KRNL386.exe.

I got more information. She told me that she now gets a different
error message than before. She only got the above error message
once. Now she gets the following one every time.

She logs onto Netzero and is on for about 30 secs when the screen
turns blue and she gets this message:

An error has occured, to continue: press enter to return to windows
or press ctrl alt delete to restart your computer.
Error: 06:0000:000005B5

When she presses enter, the computer just returns to the above
message.