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All Windows XPrestricted user accounts all of a sudden open "Map Network Drive" on clicking My Computer and "Search" on clicking any folder

Anonymous
2013-05-08T02:36:20+00:00

Hi,

got a problem with my Windows laptop that has me stumped.

I would be really grateful if someone could provide a solution or ideas where to start solving this, as I am getting close to going back to previous full system backup, but reluctant to do that as I have never done it before and am worried if it will really work as supposed (Macrium and Ping).

  1. Problem Description

All Windows XP (SP3) restricted user accounts all of a sudden open "Map Network Drive" on clicking My Computer and "Search" on clicking any folder, including My Documents.

However, all administrator accounts work as before and also the user accounts work as usual if they are included to the Administrators group, with respect to the clicking of the My Computer and folders.

Further, the correct icons for "Drive" and "Folder" are visible when logged in as administrator but missing when logged in as a restricted user when checking the file associations by "Open the folder, and then click Folder Options on the Tools menu. Click Register file types list."

  1. Unsuccessful solution attempts

2a. Googled and tried the fix of manually changing the registry entries proposed by Microsoft: http://support.microsoft.com/kb/321186

"

Start Registry Editor (Regedt32.exe).

    Locate and then click the Default value under the following keys in the registry if this problem occurs with folders:

    HKEY_CLASSES_ROOT\Directory\shell

    If this problem occurs with drives:

    HKEY_CLASSES_ROOT\Drive\shell

    Click Modify on the Edit menu.

    Type none in the Value data box, and then click OK.

    Quit Registry Editor.

"

(Fixit associated with the above did not also work for some reason, says that the Windows installer is not running, not sure if the same problem...)

2b. Then tried also the "regsvr32 /i shell32.dll" fix at http://blog.chron.com/helpline/2005/10/double-click-opens-search-instead-of-folder/ .

After these steps the registry information under "Drive" and "Directory" are as attached at the end. Read somewhere that there should be a "find" sub-key like I have, but not sure if the sub-keys under "find" are what cause the odd behavior.

If someone knows and could provide what the values for the registry values should be in a working system, would be great to compare for possible problems.

No success with the above in solving the problem, but noticed while going through these that:

2c. When logged as administrator I am able to see and change the related registry keys with regedit, whereas when logged in as regular user I get an error that translates roughly as "The Key [KEY] cannot be opened [accessed?]. Error in opening the key." for "Default Icon" and "shell" subkeys of "Drive" and some subkeys under "shellex".

Curiously, this is also the case even if I "Run with" regedit as a user belonging to administrator group when logged in as restricted user.  Could be the Windows registry access mechanism.

Noticed that the restricted "Users" group had no access to  "Drive". Granted read access, same as to "Directory" and other registry keys next to them, to the "Users".

Now can see the registry values as restricted user, but the problem persists. Do not really know what to try next, after spending hours googling for answers.

  1. Laptop environment and Other factors

3a. Not sure if this is related, but might be as coincides time and possible reason wise:

I had the problem two days ago described in in "Administor account does not have access to some files and registry entries"  at http://www.experts-exchange.com/OS/Microsoft\_Operating\_Systems/Windows/XP/Q\_27415496.html.

Zone alarm free firewall was preventing editing HKLM\SOFTWARE\Microdsoft\Windows\CurrentVersion\Run key.

That was fixed as in the above article tweaking Zonealarm settings so that changes are permitted.

3b. The laptop environment:

Acer Travelmate 8204 laptop

Windows XP SP3 with practically all Microsoft updates installed.

Recent problems (related?) with the .NET Framework 4 updates and repair installation. Fixits from MS to MS Update and Application installer work and do not reveal problems, but Settings -> Control Panel -> Add or Remove Applications says that it cannot change or remove NET Framework 4.

ZoneAlarm Free Firewall version: 11.0.000.057, possible culprit as prevented access to registry earlier, uninstall?

Norton Antivirus version 20.3.1.22 recently installed, possibly conflict with ZA or bug?

3c. "Directory" registry key contents

HKEY_CLASSES_ROOT\Directory]

"AlwaysShowExt"=""

"EditFlags"=hex:d2,01,00,00

"InfoTip"="prop:DocComments"

@=""

[HKEY_CLASSES_ROOT\Directory\Background]

[HKEY_CLASSES_ROOT\Directory\Background\shellex]

[HKEY_CLASSES_ROOT\Directory\Background\shellex\ContextMenuHandlers]

@="{5E2121EE-0300-11D4-8D3B-444553540000}"

[HKEY_CLASSES_ROOT\Directory\Background\shellex\ContextMenuHandlers\ACE]

@="{5E2121EE-0300-11D4-8D3B-444553540000}"

[HKEY_CLASSES_ROOT\Directory\Background\shellex\ContextMenuHandlers\New]

@="{D969A300-E7FF-11d0-A93B-00A0C90F2719}"

[HKEY_CLASSES_ROOT\Directory\DefaultIcon]

@=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,\

  00,5c,00,53,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,73,00,68,00,\

  65,00,6c,00,6c,00,33,00,32,00,2e,00,64,00,6c,00,6c,00,2c,00,33,00,00,00

[HKEY_CLASSES_ROOT\Directory\shell]

@="none"

[HKEY_CLASSES_ROOT\Directory\shell\find]

"SuppressionPolicy"=dword:00000080

[HKEY_CLASSES_ROOT\Directory\shell\find\command]

@=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,\

  00,5c,00,45,00,78,00,70,00,6c,00,6f,00,72,00,65,00,72,00,2e,00,65,00,78,00,\

  65,00,00,00

[HKEY_CLASSES_ROOT\Directory\shell\find\ddeexec]

@="[FindFolder("%l", %I)]"

"NoActivateHandler"=""

[HKEY_CLASSES_ROOT\Directory\shell\find\ddeexec\application]

@="Folders"

[HKEY_CLASSES_ROOT\Directory\shell\find\ddeexec\topic]

@="AppProperties"

[HKEY_CLASSES_ROOT\Directory\shellex]

@=""

[HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers]

@=""

[HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers\Advanced SystemCare]

@="{7C8D3E6A-13A6-4D8F-BF77-D267D0F9AC21}"

[HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers\COMODOBackupUtility]

@="{FA66022E-2FE4-4A29-916C-84A0D8173FBB}"

[HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers\EDSshellExt]

@="{29FF7AB0-BE34-4992-A30B-53A9D86EE239}"

[HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers\EncryptionMenu]

@="{A470F8CF-A1E8-4f65-8335-227475AA5C46}"

[HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers\Eraser]

@="{BC9B776A-90D7-4476-A791-79D835F30650}"

[HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers\IObit Malware Fighter]

[HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers\Offline Files]

@="{750fdf0e-2a26-11d1-a3ea-080036587f03}"

[HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers\Sharing]

@="{f81e9010-6ea4-11ce-a7ff-00aa003ca9f6}"

[HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers\Washer]

@="{6EE51AA0-77A0-11D7-B4E1-000347126E46}"

[HKEY_CLASSES_ROOT\Directory\shellex\ContextMenuHandlers\WinRAR]

@="{B41DB860-8EE4-11D2-9906-E49FADC173CA}"

[HKEY_CLASSES_ROOT\Directory\shellex\CopyHookHandlers]

[HKEY_CLASSES_ROOT\Directory\shellex\CopyHookHandlers\CDF]

@="{67EA19A0-CCEF-11d0-8024-00C04FD75D13}"

[HKEY_CLASSES_ROOT\Directory\shellex\CopyHookHandlers\FileSystem]

@="{217FC9C0-3AEA-1069-A2DB-08002B30309D}"

[HKEY_CLASSES_ROOT\Directory\shellex\CopyHookHandlers\Monitor]

@="{7842554E-6BED-11D2-8CDB-B05550C10000}"

[HKEY_CLASSES_ROOT\Directory\shellex\CopyHookHandlers\MyDocuments]

@="{ECF03A33-103D-11d2-854D-006008059367}"

[HKEY_CLASSES_ROOT\Directory\shellex\CopyHookHandlers\Nokia]

@="{416651E4-9C3C-11D9-8BDE-F66BAD1E3F3A}"

[HKEY_CLASSES_ROOT\Directory\shellex\CopyHookHandlers\Sharing]

@="{40dd6e20-7c17-11ce-a804-00aa003ca9f6}"

[HKEY_CLASSES_ROOT\Directory\shellex\DragDropHandlers]

[HKEY_CLASSES_ROOT\Directory\shellex\DragDropHandlers\Eraser]

@="{BC9B776A-90D7-4476-A791-79D835F30650}"

[HKEY_CLASSES_ROOT\Directory\shellex\DragDropHandlers\UltimateZip DragDropHandler]

@="{2F860D82-AF3C-11D4-BDB3-00E0987D8540}"

[HKEY_CLASSES_ROOT\Directory\shellex\DragDropHandlers\WinRAR]

@="{B41DB860-8EE4-11D2-9906-E49FADC173CA}"

[HKEY_CLASSES_ROOT\Directory\shellex\PropertySheetHandlers]

[HKEY_CLASSES_ROOT\Directory\shellex\PropertySheetHandlers\Sharing]

@="{f81e9010-6ea4-11ce-a7ff-00aa003ca9f6}"

[HKEY_CLASSES_ROOT\Directory\shellex\PropertySheetHandlers{1F2E5C40-9550-11CE-99D2-

00AA006E086C}]

[HKEY_CLASSES_ROOT\Directory\shellex\PropertySheetHandlers{596AB062-B4D2-4215-9F74-

E9109B0A8153}]

@=""

[HKEY_CLASSES_ROOT\Directory\shellex\PropertySheetHandlers{ECCDF543-45CC-11CE-B9BF-

0080C87CDBA6}]

[HKEY_CLASSES_ROOT\Directory\shellex\PropertySheetHandlers{ef43ecfe-2ab9-4632-bf21-58909dd177f0}]

@=""

3d. "Drive" registry key contents

[HKEY_CLASSES_ROOT\Drive]

@="Asema"

"BrowserFlags"=dword:00000008

"EditFlags"=dword:000001d2

[HKEY_CLASSES_ROOT\Drive\DefaultIcon]

@=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,\

  00,5c,00,53,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,73,00,68,00,\

  65,00,6c,00,6c,00,33,00,32,00,2e,00,64,00,6c,00,6c,00,2c,00,38,00,00,00

[HKEY_CLASSES_ROOT\Drive\shell]

@="none"

[HKEY_CLASSES_ROOT\Drive\shell\find]

"SuppressionPolicy"=dword:00000080

[HKEY_CLASSES_ROOT\Drive\shell\find\command]

@=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,\

  00,5c,00,45,00,78,00,70,00,6c,00,6f,00,72,00,65,00,72,00,2e,00,65,00,78,00,\

  65,00,00,00

[HKEY_CLASSES_ROOT\Drive\shell\find\ddeexec]

@="[FindFolder("%l", %I)]"

"NoActivateHandler"=""

[HKEY_CLASSES_ROOT\Drive\shell\find\ddeexec\application]

@="Folders"

[HKEY_CLASSES_ROOT\Drive\shell\find\ddeexec\topic]

@="AppProperties"

[HKEY_CLASSES_ROOT\Drive\shellex]

@=""

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers]

@=""

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers\Advanced SystemCare]

@="{7C8D3E6A-13A6-4D8F-BF77-D267D0F9AC21}"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers\COMODOBackupUtility]

@="{FA66022E-2FE4-4A29-916C-84A0D8173FBB}"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers\CWDDriveMenuHandler]

@="{CCEFA845-DCDB-4A2F-8BED-DBE87CD198EC}"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers\Eraser]

@="{BC9B776A-90D7-4476-A791-79D835F30650}"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers\GizmoShellMenuExt]

@="{AF859436-B9BD-4154-B594-2B8D1F4295A6}"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers\Glary Utilities]

@="{72923739-5A47-40A3-9895-25AF0DFBB9E4}"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers\LavasoftShellExt]

@="{DCE027F7-16A4-4BEE-9BE7-74F80EE3738F}"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers\Offline Files]

@="{750fdf0e-2a26-11d1-a3ea-080036587f03}"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers\ReflectShellExt]

@="{DEBB9B79-B3DD-47F4-9E5C-EA6975BAB611}"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers\SDContextExt]

@="{70F8E90E-353A-47AB-B297-C576345EE693}"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers\Sharing]

@="{f81e9010-6ea4-11ce-a7ff-00aa003ca9f6}"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers\Symantec.Norton.Antivirus.IEContextMenu]

@="{FAD61B3D-699D-49B2-BE16-7F82CB4C59CA}"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers{59099400-57FF-11CE-BD94-

0020AF85B590}]

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers{D6791A63-E7E2-4fee-BF52-5DED8E86E9B8}]

@="Portable Devices Menu"

[HKEY_CLASSES_ROOT\Drive\shellex\ContextMenuHandlers{fbeb8a05-beee-4442-804e-409d6c4515e9}]

@=""

[HKEY_CLASSES_ROOT\Drive\shellex\DragDropHandlers]

[HKEY_CLASSES_ROOT\Drive\shellex\DragDropHandlers\Eraser]

@="{BC9B776A-90D7-4476-A791-79D835F30650}"

[HKEY_CLASSES_ROOT\Drive\shellex\DragDropHandlers\WinRAR]

@="{B41DB860-8EE4-11D2-9906-E49FADC173CA}"

[HKEY_CLASSES_ROOT\Drive\shellex\FolderExtensions]

[HKEY_CLASSES_ROOT\Drive\shellex\FolderExtensions{fbeb8a05-beee-4442-804e-409d6c4515e9}]

@=""

"DriveMask"=dword:00000020

[HKEY_CLASSES_ROOT\Drive\shellex\PropertySheetHandlers]

[HKEY_CLASSES_ROOT\Drive\shellex\PropertySheetHandlers\Sharing]

@="{f81e9010-6ea4-11ce-a7ff-00aa003ca9f6}"

[HKEY_CLASSES_ROOT\Drive\shellex\PropertySheetHandlers\ShellExt]

@="{0B0D0025-9D78-43BF-84EF-6F308AC4D0CE}"

[HKEY_CLASSES_ROOT\Drive\shellex\PropertySheetHandlers{1F2E5C40-9550-11CE-99D2-

00AA006E086C}]

[HKEY_CLASSES_ROOT\Drive\shellex\PropertySheetHandlers{596AB062-B4D2-4215-9F74-

E9109B0A8153}]

@=""

[HKEY_CLASSES_ROOT\Drive\shellex\PropertySheetHandlers{7988B573-EC89-11cf-9C00-

00AA00A14F56}]

@=""

[HKEY_CLASSES_ROOT\Drive\shellex\PropertySheetHandlers{ECCDF543-45CC-11CE-B9BF-

0080C87CDBA6}]

[HKEY_CLASSES_ROOT\Drive\shellex\PropertySheetHandlers{fbeb8a05-beee-4442-804e-409d6c4515e9}]

@=""

Windows for home | Previous Windows versions | Files, folders, and storage

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Answer accepted by question author

Anonymous
2013-05-09T00:03:27+00:00

It seems I managed to solve the problem on my own. Did two things:

  1. Set the registry keys determining the programs associated with "Directory", "Drive" and "Folder" objects to defaults using the settings found here: http://www.dougknox.com/xp/file\_assoc.htm

HKEY_CLASSES_ROOT\Directory\

HKEY_CLASSES_ROOT\Drive\

HKEY_CLASSES_ROOT\Folder\

  1. Granted the "Users" group permissions to read all these keys in the registry. For some reason the access was working only partially for standard users.

Not sure which finally solved this, but after I had completed 1. and 2. for the "Folder" object, clicking "My Computer" and any folder works normally for all users in the computer.

I am suspecting that some recent program installation that adds associated actions for these objects messed up the registry. Suspects are Norton Antivirus and dbPowerAmp.

Thanks for the suggestions for solving this problem!

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  1. Anonymous
    2013-05-08T20:23:47+00:00

    Method 2:

    If the issue does not occur in Safe Mode with Networking then set the computer in clean boot and check if it helps.

     

     

    Tried Method 2 Clean Boot:

    Got error message when clicking OK in msconfig, roughly translated: "Use prevented -error when trying to change service. You may have to log in as administrator to make the specified changes" but was already logged in as user in the administrator group. Disabled Zonealarm firewall. Could not prevent Norton antivirus service from starting automatically, but disabled all its security features. Still the same message.

    The problem persists after doing the clean boot for the restricted user accounts with as much disabled as possible. For administrators there is still no problem, similar as with normal boot.

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  2. Anonymous
    2013-05-08T17:51:51+00:00

    Method 1: When I yesterday did a Safe Mode with Networking boot, only the only administrator account was available for logging into the system. The restricted user accounts (not belonging to the "Administrator" group) were not available in the Welcome/Login screen. The administrator account worked normally.

    Is this normal behavior in Safe boot mode?

    I will double check this to make sure I did not miss anything.

    Confirmed Method 1 results: Only user account belonging to the "Administrators" group visible when booting Safe Mode with Networking boot.No problem in opening folders of My Computer with that account, but there was no problem with this account in normal boot either.

    The problem only occurs with the restricted user accounts.

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  3. Anonymous
    2013-05-08T17:21:41+00:00

    Thanks for the response!

    I will next go through the steps you suggested.

    Some answers to your questions and further questions:

    1. Computer is not connected to domain network
    2. The problem description:

    All Windows XP (SP3) restricted user accounts open "Map Network Drive" on double clicking My Computer (in Desktop) and open  "Search" on double clicking any folder, including My Documents.

    See https://skydrive.live.com/redir?resid=79D147333AA0CB96!113&authkey=!AE98vo6XkMawyDM for the resulting windows of double clicking "My Computer == Oma tietokone" and "My Documents == Omat tiedosto" on the Desktop of a restricted user account.

    However, all administrator accounts work as before and also the restricted user accounts work as usual with respect to the clicking of the My Computer and folders, i.e. open the appropriate folders, IF they are included to the Administrators group,

    Further, the correct icons for "Drive" and "Folder" are visible when logged in as administrator when checking the file associations by "Open the folder, and then click Folder Options on the Tools menu. Click Register file types list." (https://skydrive.live.com/redir?resid=79D147333AA0CB96!114&authkey=!AAsJxze7aOpNDx4)

    However, the icon for Folder is missing when logged in as a restricted user (https://skydrive.live.com/redir?resid=79D147333AA0CB96!115&authkey=!AO\_YDMcGTbGT5mg).

    I would like to get back the standard behavior of clicking the My Computer and any folder.

    1. The only fairly recent major update is updating the Norton Antivirus to latest version 20.3.1.22. Some minor updates of Foobar media player plugins for digital signal processing.

    Also the computer had to be shutdown from the power button a few days before this problem occurred, as it froze and refused to to regular shutdown.

    I have also played around with XP-Antispy and NCleaner tweaks to system services to try to get rid of

    unnecessary services. However, as far as I see, I now have all the same system services running as for the last couple of years.

    I also had another problem just a day or two before the current problem occurred described in in "Administor account does not have access to some files and registry entries"  at http://www.experts-

    exchange.com/OS/Microsoft_Operating_Systems/Windows/XP/Q_27415496.html.

    Zone alarm free firewall was preventing editing HKLM\SOFTWARE\Microdsoft\Windows\CurrentVersion\Run key.

    That was fixed as in the above article by tweaking Zonealarm settings so that changes are permitted and disabling the Windows XP Firewall from Zonealarm settings (the ZA firewall is on).

    When this new problem started, I tried disabling the ZoneAlarm firewall totally (as far as I know, disabled ZA automatic startup with boot and all automatically started ZoneAlarm related processes, and the process explorer did not show any processes running that I know to be associated with ZoneAlarm).

    1. Did not try creating a new account, will try that next.

    Method 1: When I yesterday did a Safe Mode with Networking boot, only the only administrator account was available for logging into the system. The restricted user accounts (not belonging to the "Administrator" group) were not available in the Welcome/Login screen. The administrator account worked normally.

    Is this normal behavior in Safe boot mode?

    I will double check this to make sure I did not miss anything.

    Method 2 and 3: Will try them, although I did already run a full system check with Norton Antivirus.

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  4. Anonymous
    2013-05-08T15:37:59+00:00

    Hi,

    To provide the appropriate resolution, I would need more information from your end.

    1. Is the computer connected to a domain network?
    2. What is the exact issue and what exactly are you trying to accomplish?
    3. What changes you made in the computer that has caused this issue?
    4. Did you try creating a new standard/admin account and check if the issue still occurs?

    Method 1:

    I would suggest you to boot the computer to Safe Mode with Networking and check if the issue occurs or not.

    A description of the Safe Mode Boot options in Windows XP

    http://support.microsoft.com/kb/315222

    Method 2:

    If the issue does not occur in Safe Mode with Networking then set the computer in clean boot and check if it helps.

    By setting your system in clean boot state helps in identifying if any third party applications or startup items are causing the issue.

    How to troubleshoot a problem by performing a clean boot in Windows XP:

    http://support.microsoft.com/kb/310353

    **Note:**After clean boot troubleshooting step, follow the “Steps to configure Windows to use a Normal startup state” in the provided link to return your computer to Normal startup mode.

    Method 3:

    If the issue persists, I would suggest you to run virus scan to make sure the computer is free from virus.

    The Microsoft Safety Scanner is a free downloadable security tool that provides on-demand scanning and helps remove virus, spyware, and other malicious software. It works with your existing antivirus software.

    http://www.microsoft.com/security/scanner/en-us/default.aspx

    Note:

    **1)**The Microsoft Safety Scanner expires 10 days after being downloaded. To rerun a scan with the latest anti-malware definitions, download and run the Microsoft Safety Scanner again.

    2) If you run the virus scan the program that is infected with virus will get deleted. So you have to reinstall the program. Also if the files and folders are affected with virus then they might even get deleted.

    Additionally provide the screenshot of the issue so that we understand the issue better and provide you with steps to resolve the issue.

    Refer the link to know how to post screen shot:

    http://answers.microsoft.com/en-us/windows/forum/windows\_7-security/how-do-i-post-a-screen-shot-on-this-forum/c86de820-c620-401c-a804-9f6337cd3053

    Refer to the links for additional information.

    How to create and configure user accounts in Windows XP

    http://support.microsoft.com/kb/279783

    How to copy data from a corrupted user profile to a new profile in Windows XP:http://support.microsoft.com/kb/811151

    Hope this information helps. Reply to the post with updated status of the issue to assist you further.

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