error#06:0000:00002C47 caused an error in KRNL385.exe

My grandmother gets this error every time she tries to open Netzero. She has
Windows ME. She's in CA and I'm in MA so I'm trying to help her long
distance. Any sugesstions why this might happen?

I tried to do some research. Could it be related to her recent McAfee virus
update?

If you could point me in the right direction, I would appreciate it.

Thanks!

KRNL385.EXE is NOT a valid WinMe file - confirm that it is not KRNL386.EXE
(which is valid)

If it is KRNL385, then she may still have a virus.

Also confirm the EXACT error code number.

Mart


"miesha" wrote in message
...
My grandmother gets this error every time she tries to open Netzero. She
has
Windows ME. She's in CA and I'm in MA so I'm trying to help her long
distance. Any sugesstions why this might happen?

I tried to do some research. Could it be related to her recent McAfee
virus
update?

If you could point me in the right direction, I would appreciate it.

Thanks!

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.



"Mart" wrote:

KRNL385.EXE is NOT a valid WinMe file - confirm that it is not KRNL386.EXE
(which is valid)

If it is KRNL385, then she may still have a virus.

Also confirm the EXACT error code number.

Mart


"miesha" wrote in message
...
My grandmother gets this error every time she tries to open Netzero. She
has
Windows ME. She's in CA and I'm in MA so I'm trying to help her long
distance. Any sugesstions why this might happen?

I tried to do some research. Could it be related to her recent McAfee
virus
update?

If you could point me in the right direction, I would appreciate it.

Thanks!

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.

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.

Thanks for the feedback and I'm pleased to read that your grandmother has
got back the use of her PC.

"Selective Startup Mode" just means that you have an unchecked entry in
MSConfig | Startup which is what I suggested you do. The KB891711 entry
got rechecked when you said you didn't want to be in selective startup
mode. All that needed to be done was check the box not to display the
message again. Sorry that I didn't make this clear in my earlier post.

Regards,
--
Mike Maltby MS-MVP



miesha wrote:

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,

I had the same problem and need help locating the KB891711 hotfix. Where
can I download this from?

Thanks very much,
Tim

"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.

Tim wrote:

Mike,

I had the same problem and need help locating the KB891711 hotfix.
Where can I download this from?

The Windows Update site.
--
Mike Maltby