[LptpUser13]

I am trying to help a family member fix their desktop they got from someone else and when I turn it on the computer keeps restarting and won't boot past the Windows start screen. It gives you the black screen with options of which way to start (i.e. safe mode) and no matter which one you select it restarts the computer and sends you right back to the same screen, it was an endless loop of restarts(I tried clicking each mode type and tried to get it to restore from the last working restore point after each it just restarted again). I've posted on another tech help site but nobody there helped me, can anyone here please help me figure out how to get back to the regular operating screen so I can get it virus/malware free and working again?

Other Info:
- This computer is as far as I know infected with at least one type of virus/malware (which was part of turning it on,so we could download software to remove whatever is on it.)
- We do not have any software disk(s) for the PC
-It is a Windows XP edition

Any help or direction to help would be greatly appreciated, as I am completely lost!

[Advertisements]

I have the same problem can any body tell me what can i do.

[salman719]

I have the same problem can any body tell me what can i do.

[rshaffer61]

It gives you the black screen with options of which way to start (i.e. safe mode) and no matter which one you select it restarts the computer and sends you right back to the same screen,

LptpUser13 When booting into Safe Mode you should get a DOS like screen with drivers that load. Does it stop on any particular driver before rebooting?
I can tell you that you are going to have to attempt to borrow a XP installation disk that matches the OS you have installed.... IE: Home, Media, Pro and the correct SP you have installed also SP1, Sp2 or SP3.
Is there data you need to save on the hard drive like documents, photos or video's?
We can get to them without Windows loading using a Linux Live cd to back them up.



Use Puppy Linux Live CD to Recover Your Data:

===================
***Required Hardware***
CD Burner (CDRW) Drive,
Blank CD,
Extra Storage Device (USB Flash Drive, External Hard Drive)
===================

1. Save these files to your Desktop/Burn Your Live CD:

• Download Latest Puppy Linux ISO (i.e.: lupu-528.iso)
  Download BurnCDCC ISO Burning Software
  
  There are instructions on how to boot from flash drive with puppy here; http://www.pendrivel...e-from-windows/
  
  
• Open BurnCDCC with Windows Explorer
• Extract All files to a location you can remember
• Double Click BurnCDCC
• Click Browse and navigate to the Puppy Linux ISO file you just downloaded
• Open/Double Click that file
  IMPORTANT: Adjust the speed bar to CD: 4x DVD: 1x
• Click Start
• Your CD Burner Tray will open automatically
• Insert a blank CD and close the tray
• Click OK

Puppy Linux Live CD will now be created
2. Set your boot priority in the BIOS to CD-ROM first, Hard Drive Second

• Start the computer/press the power button
• Immediately start tapping the appropriate key to enter the BIOS, aka "Setup"
  (Usually shown during the "Dell" screen, or "Gateway" Screen)
• Once in the BIOS, under Advanced BIOS Options change boot priority to:
  CD-ROM 1st, Hard Drive 2nd
• Open your ROM drive and insert the disk
• Press F10 to save and exit
• Agree with "Y" to continue
• Your computer will restart and boot from the Puppy Linux Live CD
  
  

3. Recover Your Data

• Once Puppy Linux has loaded, it is actually running in your computer's Memory (RAM). You will see a fully functioning Graphical User Interface similar to what you normally call "your computer". Internet access may or may not be available depending on your machine, so it is recommended you print these instructions before beginning. Also, double clicking is not needed in Puppy. To expand, or open folders/icons, just click once. Puppy is very light on resources, so you will quickly notice it is much speedier than you are used to. This is normal. Ready? Let's get started.
  
  3a. Mount Drives
• Click the Mount Icon located at the top left of your desktop.
• A Window will open. By default, the "drive" tab will be forward/highlighted. Click on Mount for your hard drive.
• Assuming you only have one hard drive and/or partition, there may be only one selection to mount.
• USB Flash Drives usually automatically mount upon boot, but click the "usbdrv" tab and make sure it is mounted.
• If using an external hard drive for the data recovery, do this under the "drive" tab. Mount it now.

3b. Transfer Files.

• At the bottom left of your desktop a list of all hard drives/partitions, USB Drives, and Optical Drives are listed with a familiar looking hard drive icon.
• Open your old hard drive i.e. sda1
• Next, open your USB Flash Drive or External Drive. i.e. sdc or sdb1
• If you open the wrong drive, simply X out at the top right corner of the window that opens. (Just like in Windows)
• From your old hard drive, drag and drop whatever files/folders you wish to transfer to your USB Drive's Window.

For The Novice: The common path to your pictures, music, video, and documents folders is: Documents and Settings >> All Users (or each idividual name of each user. CHECK All Names!) >> Documents >> You will now see My Music, My Pictures, and My Videos.

Remember to only click once! No double clicking! Once you drag and drop your first folder, you will notice a small menu will appear giving you the option to move or copy. Choose COPY each time you drag and drop.

YOU ARE DONE!!! Simply click Menu >> Mouse Over Shutdown >> Reboot/Turn Off Computer. Be sure to plug your USB Drive into another working windows machine to verify all data is there and transferred without corruption. Congratulations!





If you're doing this to recover from a virus or malware infection, (or even if you're not), DO NOT copy executable files (.exe, .scr. etc...) if any of these files are infected you could be copying the corruption over to any new device/computer. just copy documents, pictures, music, or videos.

[LptpUser13]

It gives you the black screen with options of which way to start (i.e. safe mode) and no matter which one you select it restarts the computer and sends you right back to the same screen,

LptpUser13 When booting into Safe Mode you should get a DOS like screen with drivers that load. Does it stop on any particular driver before rebooting?
I can tell you that you are going to have to attempt to borrow a XP installation disk that matches the OS you have installed.... IE: Home, Media, Pro and the correct SP you have installed also SP1, Sp2 or SP3.
Is there data you need to save on the hard drive like documents, photos or video's?
We can get to them without Windows loading using a Linux Live cd to back them up.



Use Puppy Linux Live CD to Recover Your Data:

===================
***Required Hardware***
CD Burner (CDRW) Drive,
Blank CD,
Extra Storage Device (USB Flash Drive, External Hard Drive)
===================

1. Save these files to your Desktop/Burn Your Live CD:

• Download Latest Puppy Linux ISO (i.e.: lupu-528.iso)
  Download BurnCDCC ISO Burning Software
  
  There are instructions on how to boot from flash drive with puppy here; http://www.pendrivel...e-from-windows/
  
  
• Open BurnCDCC with Windows Explorer
• Extract All files to a location you can remember
• Double Click BurnCDCC
• Click Browse and navigate to the Puppy Linux ISO file you just downloaded
• Open/Double Click that file
  IMPORTANT: Adjust the speed bar to CD: 4x DVD: 1x
• Click Start
• Your CD Burner Tray will open automatically
• Insert a blank CD and close the tray
• Click OK

Puppy Linux Live CD will now be created
2. Set your boot priority in the BIOS to CD-ROM first, Hard Drive Second

• Start the computer/press the power button
• Immediately start tapping the appropriate key to enter the BIOS, aka "Setup"
  (Usually shown during the "Dell" screen, or "Gateway" Screen)
• Once in the BIOS, under Advanced BIOS Options change boot priority to:
  CD-ROM 1st, Hard Drive 2nd
• Open your ROM drive and insert the disk
• Press F10 to save and exit
• Agree with "Y" to continue
• Your computer will restart and boot from the Puppy Linux Live CD
  
  

3. Recover Your Data

• Once Puppy Linux has loaded, it is actually running in your computer's Memory (RAM). You will see a fully functioning Graphical User Interface similar to what you normally call "your computer". Internet access may or may not be available depending on your machine, so it is recommended you print these instructions before beginning. Also, double clicking is not needed in Puppy. To expand, or open folders/icons, just click once. Puppy is very light on resources, so you will quickly notice it is much speedier than you are used to. This is normal. Ready? Let's get started.
  
  3a. Mount Drives
• Click the Mount Icon located at the top left of your desktop.
• A Window will open. By default, the "drive" tab will be forward/highlighted. Click on Mount for your hard drive.
• Assuming you only have one hard drive and/or partition, there may be only one selection to mount.
• USB Flash Drives usually automatically mount upon boot, but click the "usbdrv" tab and make sure it is mounted.
• If using an external hard drive for the data recovery, do this under the "drive" tab. Mount it now.

3b. Transfer Files.

• At the bottom left of your desktop a list of all hard drives/partitions, USB Drives, and Optical Drives are listed with a familiar looking hard drive icon.
• Open your old hard drive i.e. sda1
• Next, open your USB Flash Drive or External Drive. i.e. sdc or sdb1
• If you open the wrong drive, simply X out at the top right corner of the window that opens. (Just like in Windows)
• From your old hard drive, drag and drop whatever files/folders you wish to transfer to your USB Drive's Window.

For The Novice: The common path to your pictures, music, video, and documents folders is: Documents and Settings >> All Users (or each idividual name of each user. CHECK All Names!) >> Documents >> You will now see My Music, My Pictures, and My Videos.

Remember to only click once! No double clicking! Once you drag and drop your first folder, you will notice a small menu will appear giving you the option to move or copy. Choose COPY each time you drag and drop.

YOU ARE DONE!!! Simply click Menu >> Mouse Over Shutdown >> Reboot/Turn Off Computer. Be sure to plug your USB Drive into another working windows machine to verify all data is there and transferred without corruption. Congratulations!





If you're doing this to recover from a virus or malware infection, (or even if you're not), DO NOT copy executable files (.exe, .scr. etc...) if any of these files are infected you could be copying the corruption over to any new device/computer. just copy documents, pictures, music, or videos.

You can't actually boot into any of the modes, selecting any of them just sends it right back into its looping restarts. However, I did see a list that you mentioned. I don't have the computer at my home so I will have to go to their home and see what it listed. I will also use the information you listed if they need anything off of it. I will also have to try to find an XP installation disk since it doesn't have anything with it.

Thank You for your help!

[rshaffer61]

The nice thing about Safe Mode is it can give us a good ideal what driver or system file is causing the reboot.
I suspect either the userinit, Hal or mup is causing the issue but confirmation of which one would help in what the next step would be.
First and most important is making sure the data is secure.

[rshaffer61]

Just to make sure we are on the same page here I wanted to say once we can get Windows back up and running then I will be giving you instructions to go through the malware forum. Though they can probably work with you even without being in Windows it makes it easier for them to work within windows.
Once they have you clean and healthy then you would return here for any other issues that need to be resolved.
First do the backup and then we will work on getting windows back on.

[LptpUser13]

Just to make sure we are on the same page here I wanted to say once we can get Windows back up and running then I will be giving you instructions to go through the malware forum. Though they can probably work with you even without being in Windows it makes it easier for them to work within windows.
Once they have you clean and healthy then you would return here for any other issues that need to be resolved.
First do the backup and then we will work on getting windows back on.

OK, thanks! I have a plan to go check out the computer again today so I can retrive the information. I wanted to know if for the file retrieval (if they want to do one) if we needed a separate flash drive? I do have a few flash drives but they have other items on them and I dont want to have any viruses/malware get on them and transfer on to any other computers.

[rshaffer61]

Without knowing if and if so what infection you may have it is hard to tell what can and cannot be copied over without fear of infecting another system.
Normally txt, doc, pictures and such are usually safe from infection.
If you can borrow a XP installation disk of the same variety that is installed: Home, Media or Pro and the correct Sp version we can do a repair installation and try to get everything back up into windows.

[LptpUser13]

Without knowing if and if so what infection you may have it is hard to tell what can and cannot be copied over without fear of infecting another system.
Normally txt, doc, pictures and such are usually safe from infection.
If you can borrow a XP installation disk of the same variety that is installed: Home, Media or Pro and the correct Sp version we can do a repair installation and try to get everything back up into windows.

I powered on the PC as you stated (I have not run the file recovery program yet) and hit safe mode and it stopped on:
multi(0)disk(0)rdisk(0)partition(1)\windows\system32\drivers\mup.sys

We have not found an installation disk yet but are checking around, we do know it is the Windows XP Home Edition Emachines (We are not sure about Sp ver.)

[rshaffer61]

Give this a try when you find a installation disk:




The most common cause is the executing PnP (Plug and Play) and ACPI routines issue.
To fix the issue, we need to access the computer from Recovery Console.

If you do have your Windows CD

1. To start the Recovery Console directly from the Windows XP CD you would do the following:

• Insert the Windows XP cd in your computer.
• Restart your computer so you are booting off of the CD.
• When the Welcome to Setup screen appears, press the R button on your keyboard to start the Recovery Console.
• The Recovery Console will start and ask you which Windows installation you would like to log on to. If you have multiple Windows installations, it will list each one, and you would enter the number associated with the installation you would like to work on and press enter. If you have just one Windows installation, type 1 and press enter.
• It will then prompt you for the Administrator's password. If there is no password, simply press enter. Otherwise type in the password and then press enter.
• If you entered the correct password you will now be presented with a C:\Windows> prompt and you can start using the Recovery Console.

2. Type map and press enter.
It will give you the drive letters.
Note down the letter of you CD-ROM.
If it is a letter other than E you should replace the letter E with your CD drive letter when applying the expand command later on if the command is needed to be applied.

Type following commmands, pressing Enter after each one.

• ren c:\windows\system32\drivers\atapi.sys atapi.old
  (It will returns to the prompt again without notification)
• copy c:\windows\servicepackfiles\i386\atapi.sys c:\windows\system32\drivers
  (If you get a notification "1 file(s) copied" you don't need to do the next expand command and go to exit command. But if you get notification that the file doesn't exist proceed with expand command)
• expand e:\I386\atapi.sy_ c:\windows\system32\drivers
  (You should be notified that the file expanded)
• exit

You may remove the CD or let Windows boot normally.


If you don't have your Windows CD
Please download ARCDC from Artellos.com.

• Double click ARCDC.exe
• Follow the dialog until you see 6 options. Please pick: Windows Professional SP2 & SP3
• You will be prompted with a Terms of Use by Microsoft, please accept.
• You will see a few dos screens flash by, this is normal.
• Next you will be able to choose to add extra files. Select the Default Files.
• The last window will allow you to burn the disk using BurnCDCC

Then, follow instructions from Step #1 above

[LptpUser13]

Give this a try when you find a installation disk:




The most common cause is the executing PnP (Plug and Play) and ACPI routines issue.
To fix the issue, we need to access the computer from Recovery Console.

If you do have your Windows CD

1. To start the Recovery Console directly from the Windows XP CD you would do the following:

• Insert the Windows XP cd in your computer.
• Restart your computer so you are booting off of the CD.
• When the Welcome to Setup screen appears, press the R button on your keyboard to start the Recovery Console.
• The Recovery Console will start and ask you which Windows installation you would like to log on to. If you have multiple Windows installations, it will list each one, and you would enter the number associated with the installation you would like to work on and press enter. If you have just one Windows installation, type 1 and press enter.
• It will then prompt you for the Administrator's password. If there is no password, simply press enter. Otherwise type in the password and then press enter.
• If you entered the correct password you will now be presented with a C:\Windows> prompt and you can start using the Recovery Console.

2. Type map and press enter.
It will give you the drive letters.
Note down the letter of you CD-ROM.
If it is a letter other than E you should replace the letter E with your CD drive letter when applying the expand command later on if the command is needed to be applied.

Type following commmands, pressing Enter after each one.

• ren c:\windows\system32\drivers\atapi.sys atapi.old
  (It will returns to the prompt again without notification)
• copy c:\windows\servicepackfiles\i386\atapi.sys c:\windows\system32\drivers
  (If you get a notification "1 file(s) copied" you don't need to do the next expand command and go to exit command. But if you get notification that the file doesn't exist proceed with expand command)
• expand e:\I386\atapi.sy_ c:\windows\system32\drivers
  (You should be notified that the file expanded)
• exit

You may remove the CD or let Windows boot normally.


If you don't have your Windows CD
Please download ARCDC from Artellos.com.

• Double click ARCDC.exe
• Follow the dialog until you see 6 options. Please pick: Windows Professional SP2 & SP3
• You will be prompted with a Terms of Use by Microsoft, please accept.
• You will see a few dos screens flash by, this is normal.
• Next you will be able to choose to add extra files. Select the Default Files.
• The last window will allow you to burn the disk using BurnCDCC

Then, follow instructions from Step #1 above

We have not been able to get a disk, Is it fine to use the program from the link listed instead?(I have burned it already but wanted to check before using it to make sure it does no more harm)

[rshaffer61]

Yep you can use the ARCDDC to do the steps.

[LptpUser13]

Yep you can use the ARCDDC to do the steps.

OK I ran it as directed.

[rshaffer61]

OK after completing the steps did the system boot correctly?

[LptpUser13]

OK after completing the steps did the system boot correctly?

No, it is continuing the same restart circle it was doing before.