[crunchyfrog]

Hi everyone,

I'm attempting to troubleshoot a problem for my parents. Their Toshiba laptop (Core Solo, running XP, version 2002/SP2) has rather inexplicably developed a long delay in the loading of Windows. This delay specifically occurs between submission of the user account password and loading of the desktop. The boot duration up to the blue Welcome/Log in screen is okay.

Using my existing troubleshooting skills, I tried various things to diagnose the issue.

* Initially we suspected the recent October updates to Windows XP may have caused problems (the onset of this delay occurred within days of the update). I rolled back those updates; no effect.

* I performed a system check using the installed CA Security Suite. I ran the virus and spyware checkers. No evidence of suspicious files, according to the software.

* I uninstalled recently installed software (only a room planner from IKEA). No effect.

* Defragmented the hard drive, performed system cleanup. No effect.

* Removed superfluous programs from the Startup folder (e.g. Webshots). The Startup folder (accessible from the Start Menu) shows no items.

* Started looking into the msconfig utility (ahh, the endless joys of meddling with msconfig!! ). I configured XP to start in the "clean boot state" (as described in Microsoft Knowledge Base Article ID 310353, revision 3.3).

Step 1: Start the System Configuration Utility
Click Start, click Run, type msconfig, and then click OK.

The System Configuration Utility dialog box appears.
Step 2: Configure selective startup options
1. In the System Configuration Utility dialog box, click the General tab, and then click Selective Startup.
2. Click to clear the Process SYSTEM.INI File check box.
3. Click to clear the Process WIN.INI File check box.
4. Click to clear the Load Startup Items check box.
5. Click the Services tab.
6. Click to select the Hide All Microsoft Services check box.
7. Click Disable All, and then click OK..
8. When you are prompted, click Restart to restart the computer.

This (happily) removed the delay from submitting the password and loading of the desktop.

I started re-instating items one by one, performing a reboot each time I changed something. These are the results of my tests:

- Re-instating the SYSTEM.INI file did not lengthen the load time.
- Re-instating the WIN.INI file did not lengthen the load time.

I then attempted to re-instate any Services associated with the CA Security Suite. I googled each non-Microsoft service to identify all of the services related to CA Security. I enabled each of those items and rebooted.

- The delay returned!!

This suggests to me that the CA Security Suite software is causing (or at least contributing to) the initial problem. Note that at this point I still have not re-instated any Startup items.

I was hoping someone might have encountered (and solved) similar problems with CA, or might be able to tell me what is going wrong if CA isn't the culprit.

I went to the CA website but their Technical Support page is severely lacking in help for more advanced problems like this. I've googled this problem but found no mention of it.

Looking forward to any tips, advice or information!

Best wishes,
crunchyfrog

[James Bond 007]

Hi There,
I resolved a similar issue with my security suite a while ago and think I might be able to help you resolve your problem. Can you give me your system specs? I would also like to know what other applications you might have on your PC. Also what version of the product do you have. I would suggest upgrading to their 2008 version. Its great.. and a free upgrade...

Lemme know

JB

[crunchyfrog]

Thanks for the reply, JB.

I don't have the computer specs on hand, but I do know the rough list of applications on the PC concerned:

MYOB
Microsoft Office (Word, Excel, PowerPoint)
Outlook Express
Sonic burning software
MSN Messenger
Toshiba-related software (pre-installed)

There may be others but I don't have the info on hand. The machine is used only for word processing, MYOB and internet browsing so there are no games or other fancy software. As for the version, I'll have to get back to you, but it's probably 2007.

When we called CA technical support, their only solution was to uninstall and re-install the software. I was hoping to solve the issue without resorting to that, but did what I was told. Uninstallation did fix the problem.

Unfortunately, when I attempted the re-install from CD I uncovered a previously unidentified issue with the laptop's CD/DVD drive (I/O error; drive refuses to read any type of disc we insert). :S So we've put the CA issue aside to deal with the disc drive before the warranty expires in a few days. In a way we're lucky that the CA fault forced us to use a CD because otherwise we may not have found the hardware problem until we were out of the warranty period. (Every cloud has a silver lining!!)

Thanks again
crunchyfrog

P.S. If re-install doesn't resolve the problem, I'll come back and post again.