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There's every chance that I'm wrong - but did he/she not say that the administrator account was *already* asking for a password? Or perhaps he hasn't actually seen the (real) admin account yet and needs to pull the safe mode trick to even try? I was under the impression that he/she had been trying to log in as admin all along and couldn't b/c he needed a password...
I ended up viewing a file with restore console called setupact.log. it had several hundred entries of a failed install of SP2. I finally borrowed a 2.5" laptop drive adapter and installed it in my wifes XP machine, pulled off the important files and ran the restore cd.
Microsoft admitted after a 2 hour phone call that this has been known to occur with SP2 install if user acount passwords are not set prior to installation.
thanks to all who lent thier thoughts.