Urgent patch for users who own a Compaq / HP PC, with an AMD processor, running Windows XP

Compaq / HP has released a processor patch for users running Windows XP. Users who are either waiting for installation of Windows XP Service Pack 3, or are about to install SP3 on their PC should take urgent action now.

This patch is only for PCs with an AMD processor on board, not Intel. Users who choose not to install this patch will find that their machine may not start-up correctly, and will not allow access to Windows in its normal environment.

Notes before installation

• This patch only applies to Compaq HP PCs with an AMD processor.
• The patch will not install on all AMD PCs, as it may not be required. Users will know if it is needed as the patch will check requirement before installation. If it is not required, the patch will inform the user.
• You must be logged onto the administrator account (primary account) to install the patch.
• This patch only applies to those users who have Windows XP, and are due for SP3 or have installed SP3. Windows XP comes in various versions, to all that are listed, this patch applies:
  • Microsoft Windows XP
  • Microsoft Windows XP Professional
  • Microsoft Windows XP Media Center
  • Microsoft Windows XP Home Edition
  • Description of the problem
• This patch has been known to work on other makes and brands of machines which also have AMD processors, but users are advised that they will be installing it at their own risk.
• This patch will take about 3 minutes to install. If you are already in deep water, see paragraphs below to get out of doing a full reinstall. The longer stuff will take about 20 minutes.

Description of the problem

The Microsoft Windows XP SP3 Upgrade Utility prevents continuous system restarts or rebooting. Those who have not installed the update will be given the following message code (if their machine is at fault) “Stop: 0x0000007E”.

The system will try to boot-up as usual, it will then get to the normal Windows XP start screen, and then restart (turn off and on again at its own accord). Before the restart occurs, normally a blue screen is shown for a split second before it goes off (impossible to read as it happens so quickly).

How to tell whether or not you have an Intel or AMD processor

On the desktop PC, have a look at the front of the main box. You will see (normally) that there is a sticker stating what processor is inside the machine. If you see a green / black logo with ‘AMD’ on, you will almost certainly need this patch. If you have a blue logo with ‘Intel’ on, you are strongly advised not to install this patch.

See right hand image for examples of AMD logos (click the image to enlarge).

Patch download

Again, make sure you meet the requirements noted above before you download and install the patch from the following link.

Link: ftp://ftp.hp.com/pub/softlib/software10/COL23267/pv-60484-2/sp37394.exe

If it is too late and you have not installed the patch and you have the problem described above

Step 1: Disable Intel Power Management

Prevent the Intel Power Management driver from loading during system start-up:

1. Restart the computer in Safe Mode:
   • a. Turn off the computer by pressing and holding the power button until the computer shuts down
   • b. Wait about 5 seconds
   • c. Press the power button to turn on the computer
   • d. Turn on the computer and immediately begin pressing the F8 key repeatedly (at the HP or Compaq logo screen) until the Windows Advanced Options Menu appears.
   • e. Press the Up Arrow key until Safe Mode (top of list) is highlighted, and press the Enter key.
   • f. Press Enter again if an OS selection screen displays.
     • The Computer restarts into Safe Mode.
     • If the computer does not restart to Safe Mode and continues to display the Stop error, skip to the next section: Step 2 .
2. Click Yes in the “Windows is running in safe mode” window
3. Right-click the Start button, and select Explore
4. Browse to C:WindowsSystem32Drivers
5. Find and right-click the file intelppm.sys
6. Select Rename and type the text: XXXintelppm.syx
7. Press Enter and look to make sure the file was renamed successfully
8. Close the Explorer window, and restart Windows

• The error no longer opens and the computer starts normally

• NOTE: If need be, you can delete the renamed file “XXXintelppm.syx”

Step 2: Use Microsoft Recovery Console to rename intelppm.sys

If the computer is unable to open Windows XP Safe Mode, use Microsoft Windows Recovery Console:

1. Restart your computer in the Microsoft Windows Recovery Console.
   • a. Turn off the computer by pressing and holding the power button until the computer shuts down.
   • b. Wait about 5 seconds.
   • c. Press the power button to turn on the computer.
   • d. Turn on the computer and immediately begin pressing the F8 key repeatedly (at the HP or Compaq logo screen) until the Windows Advanced Options Menu appears.
   • e. Press the Down Arrow key until Return to OS Choices Menu (bottom of list) is highlighted, and press the Enter key.
   • f. Press the Down Arrow key until Microsoft Windows Recovery Console is highlighted, and press the Enter key.
   • g. At the screen “Which Windows installation would you like to log onto” type the number that matches C:Windows, and press the Enter key.
   • h. When prompted, type the Administrator password and press the Enter key. If no password has been created, leave the password filed empty, and press the Enter key.
     • The Microsoft Windows Recovery Console opens and a command prompt is shown.
2. At the C:WINDOWS> prompt, type the following: cd c:windowssystem32drivers
3. Make sure the text has been entered correctly and press the Enter key
4. At the C:WINDOWSSYSTEM32DRIVERS> prompt, type the following: rename intelppm.sys XXXintelppm.syx
5. Make sure the text has been entered correctly and press the Enter key
6. The computer restarts. If prompted, select Start Windows Normally and press the Enter key.

The error should now no longer occur and the computer starts normally.

For those still having trouble Microsoft have already released some details for troubleshooting a similar problem. Details and instructions from them can be found here: http://support.microsoft.com/kb/888372/en-us

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