1. Being Prepared for Stop Errors
Some useful software- and
hardware-related techniques can help you prepare for Stop errors when
they occur. Stop messages do not always pinpoint the root of the
problem, but they do provide important clues that you or a trained
support technician can use to identify and troubleshoot the cause.
1.1. Prevent System Restarts After a Stop Error
When a Stop error occurs,
Windows displays a Stop message related to the problem. By default,
Windows automatically restarts after a Stop error occurs unless the
system becomes unresponsive. If Windows restarts your system immediately
after a Stop error occurs, you might not have enough time to record
Stop message information
that can help you analyze the cause of a problem. Additionally, you
might miss the opportunity to change startup options or start the
operating system in safe mode.
Disabling the default
restart behavior allows you to record Stop message text, information
that can help you analyze the root cause of a problem if memory dump
files are not accessible. To disable the Automatically Restart option,
follow these steps:
Click Start, right-click Computer, and then select Properties.
Click Advanced System Settings.
In the System Properties dialog box, click the Advanced tab. Then, under Startup And Recovery, click Settings.
In the System Failure box, clear the Automatically Restart check box.
If you cannot start your computer in normal mode, you can perform the preceding steps in safe mode.
1.2. Record and Save Stop Message Information
With the automatic
restart behavior disabled, you must restart your computer manually after
a Stop message appears. Stop messages provide diagnostic information,
such as Stop error numbers and driver names, which you can use to
resolve the problem. However, this information disappears from the
screen when you restart your computer. Generally, you can retrieve this
information after the system is restarted by examining the memory dump
file. In some situations, Stop error information is
not successfully logged; therefore, it is important to record the
information displayed in the Stop message for future reference. Before
restarting the system, take the following actions to ensure that you
have saved important information.
To record and save Stop message information, follow these steps:
Record data that is displayed in the Technical Information
and Driver Information sections of the Stop message for later
reference.
Record
and evaluate suggestions in the Recommended User Action section. Stop
messages typically provide troubleshooting tips relevant to the error.
Check the Debug Port and Dump File Status sections to verify that Windows successfully created a memory dump file.
If
a memory dump file does exist, copy the file to removable media,
another disk volume, or a network location for safekeeping. You can use
Startup Repair to copy the dump file if you are not able to start
Windows in normal mode or safe mode.
Analyzing memory dump
files can assist you with identifying root causes by providing you with
detailed information about the system state when the Stop error
occurred.
1.3. Check Software Disk Space Requirements
Verify that adequate free
space exists on your disk volumes for virtual memory paging files and
application data files. Insufficient free space might cause Stop errors
and other symptoms, including disk corruption.
You can move, delete, or compress unused files manually or by using Disk Cleanup to increase free space on disk volumes.
To run Disk Cleanup, click Start, type Cleanmgr,
and then press Enter. Follow the prompts to increase free disk space on
your system drive. Note that Disk Cleanup provides you with the option
to delete memory dump files.
1.4. Install a Kernel Debugger and Symbol Files
You can use a kernel debugger to gather more information about the problem. For more information about installing and using debugging tools.
2. Hardware Malfunction Messages
Stop
messages also take the form of hardware malfunction messages. Like all
Stop messages, they are displayed in non-windowed text mode. These Stop
messages occur after the processor detects a hardware malfunction; the
first one or two lines of the message contain a description. The error
description typically points to a hardware problem, as shown in this
example.
Hardware malfunction.
Call your hardware vendor for support.
Prior to proceeding with the
recommendation provided by the message, it is best to contact the
manufacturer for technical support. Record the information displayed
after the first two lines of the message, which might prove useful to
the support technician.
Under
certain circumstances, driver problems can generate Stop messages that
appear to be related to a hardware malfunction. For example, if a driver
writes to the wrong I/O port, the device at the destination port might
respond by generating a hardware malfunction message. Errors of this
kind, which are typically detected and debugged in advance of public
release, underscore the need to periodically check for updated drivers.
3. Stop Message Checklist
Stop messages provide
diagnostic information, such as Stop codes and driver names, that you
can use to resolve the problem. However, this information disappears
when you restart your computer. Therefore, for future reference, it is
important to record the information displayed. When a Stop message
appears, follow these steps before restarting the system:
Record any data found in the Bugcheck Information and Driver Information sections for future reference.
Record
and evaluate suggestions found in the Recommended User Action section.
Stop messages typically provide troubleshooting tips relevant to the
error.
Check the Stop message Debug Port and Dump Status Information
section to verify that Windows successfully dumped memory contents to
the paging file. Then proceed with your troubleshooting efforts.
After
you resolve the problem or can at least start the computer, you can
copy the memory dump file to another location, such as removable media,
for further evaluation. Analyzing memory dump files can assist you with
identifying root causes by providing you with detailed information about
the system state when the Stop message occurred. For more information
about creating and analyzing memory dump files.
Stop messages do not always point to the root
of the problem, but they do provide important clues that you or a
trained support technician can use to identify and troubleshoot a
problem.
3.1. Check Your Software
The following are useful software-related techniques that you can use to recover from problems that cause Stop messages.
3.1.1. Check Software Disk Space Requirements
Verify that adequate free
space exists on your disk volumes for virtual memory paging files and
application data files. Insufficient free space might cause Stop
messages and other symptoms, including disk corruption. Always check the
minimum system requirements recommended by the software publisher
before installing an application. To determine the amount allocated to
paging files. You can move, delete, or compress unused files
manually or by using Disk Cleanup (Cleanmgr.exe) to increase free space
on disk volumes.
3.1.2. Use the Last Known Good Configuration
If a Stop message occurs
immediately after you install new software or drivers, use the Last
Known Good Configuration startup option to undo the registry and driver
changes. To use this option, restart your computer and then press F8
when prompted to activate the Windows Advanced Options menu. Last Known
Good Configuration is one of the available options.
3.1.3. Use Disaster Recovery Features
Disaster recovery features such
as System Restore and Driver Rollback can undo recent changes.
3.1.4. Restart the System in Safe Mode
Safe mode is a
diagnostic environment that loads a minimum set of drivers and system
services, increasing your chances of successfully starting
the operating system. After Windows has started, you can enable or
disable drivers and make the necessary changes to restore stability. To
enter safe mode, restart your computer and then press F8 when prompted
to activate the Windows Advanced Options menu. Safe mode is one of the
available options.
3.1.5. Use Startup Repair
You can use Startup Repair to
perform advanced operations, such as replacing corrupted files. You can
also disable a service by renaming the file specified in a Stop message.
3.1.6. Check Event Viewer Logs
Check the Event Viewer
System and Application logs for warnings or error message patterns that
point to an application or service. Record this information and refer
to it when searching for more information or when contacting technical
support.
32.6.1.7. Check Application and Driver Compatibility
Categories of software known
to cause Stop messages if they are not fully compatible with Windows 7
(such as those meant for previous versions of Windows) include backup,
remote control, multimedia, CD mastering, Internet firewall, and
antivirus tools. If temporarily disabling a driver or uninstalling
software resolves the problem, contact the manufacturer for information
about an update or workaround. You need to disable a service that is
causing Stop errors or other problems rather than stop or pause it. A
stopped or paused service runs after you restart the computer.
3.1.8. Install Compatible Antivirus Tools
Virus infection can cause problems such as Stop errors (for example, Stop 0x7B) and data loss. Before running antivirus
software, verify that you are using updated virus signature files.
Signature files provide information that allows the antivirus scanning
software to identify viruses. Using current signature files increases
the chances of detecting the most recent viruses. Verify that your virus
scanner product checks the Master Boot Record (MBR) and the boot
sector.
3.1.9. Check for and Install Service Pack Updates
Microsoft periodically releases service
packs containing updated system files, security enhancements, and other
improvements that can resolve problems. You can use Windows Update to
check for and install the latest versions as they become available. To
check the service pack revision installed on your system, click Start,
right-click Computer, and then click Properties.
3.1.10. Report Your Errors
You can find out more
information about the conditions that caused the Stop message by using
WER.
3.1.11. Install Operating System and Driver Updates
Occasionally,
Microsoft and third parties release software updates to fix known
problems.
3.1.12. Check Information Sources
You might find information
about a workaround or solution to the problem. Information sources
include the Knowledge Base and the manufacturer's technical support Web
page.
3.1.13. Install and Use a Kernel Debugger
You can use a kernel
debugger to gather more information about the problem. The Debugging
Tools Help file contains instructions and examples that can help you
find additional information about the Stop error affecting you.
3.2. Check Your Hardware
You can use the following hardware-related techniques to recover from problems that cause Stop messages.
3.2.1. Restore a Previous Configuration
If a Stop message appears immediately after you add new hardware, see if removing or replacing the part and restoring
a previous configuration resolves the problem. You can use recovery
features such as Last Known Good Configuration, Driver Rollback, and
System Restore to restore the system to the previous configuration or to
remove a specific driver.
3.2.2. Check for Nondefault Firmware Settings
Some computers have firmware that you can use to change hardware
settings such as power management parameters, video configuration,
memory timing, and memory shadowing. Do not alter these settings unless
you have a specific requirement to do so. If you are experiencing hardware
problems, verify that the firmware values are set to the default
values. To restore the default firmware values, follow the instructions
provided by the computer or motherboard manufacturer.
3.2.3. Check for Non-Default Hardware Clock Speeds
Verify that the hardware is
running at the correct speed. Do not set clock speeds for features such
as the processor, video adapter, or memory above the rated specification
(overclocking). This can cause random errors that are difficult to
diagnose. If you are experiencing problems with overclocked hardware,
restore default clock speed and CPU voltage settings according to the
instructions provided by the hardware manufacturer.
3.2.4. Check for Hardware-Related Updates
Check the manufacturer's Web site to see if updated firmware is available for your system or individual peripherals.
3.2.5. Check by Running Hardware Diagnostic Tools
Run hardware diagnostic
software to verify that your hardware is not defective. These tools are
typically built into or bundled with your hardware.
3.2.6. Check ATA Disk and Controller Settings
If your system uses ATA
storage devices such as hard disks, determine whether the firmware
setting Primary IDE Only is available. If the setting is available,
enable it if the second ATA channel is unused. Verify that primary and
secondary device jumper settings are set correctly. Storage devices
(including CD and DVD-ROM drives) use their own firmware, so check the
manufacturer's Web site periodically for updates. Verify that you are
using a cable that is compatible with your device—certain ATA standards
require that you use a different cable type.
3.2.7. Check for SCSI Disk and Controller Settings
If your system uses an SCSI
adapter, check for updates to device drivers and adapter firmware. Try
disabling advanced SCSI firmware options, such as sync negotiation for
low-bandwidth devices (tape drives and CD-ROM drives). Verify that you
are using cables that meet the SCSI adapter's requirements for
termination and maximum cable length. Check SCSI ID settings and
termination to ensure that they are correct for all devices.
3.2.8. Check for Proper Hardware Installation and Connections
Verify that internal
expansion boards and external devices are firmly seated and properly
installed and that connecting cables are properly fastened. If
necessary, clean adapter card electrical contacts using supplies
available at electronics stores.
3.2.9. Check Memory Compatibility
If a Stop message
appears immediately after you add new memory, verify that the new part
is compatible with your system. Do not rely solely on physical
characteristics (such as chip count or module dimensions) when
purchasing new or replacement memory. Always adhere to the
manufacturer's specifications when purchasing memory modules. For
example, you can fit a memory module rated for 66-megahertz (MHz) or
100-MHz operation (PC66 or PC100 RAM, respectively) into a system using a
132-Mhz memory bus speed, and it might initially appear to work.
However, using the slower memory results in system instability.
3.2.10. Check by Temporarily Removing Devices
Installing a new device can
sometimes cause resource conflicts with existing devices. You might
recover from this problem by temporarily removing devices not needed to
start the operating system. For example, temporarily removing a CD-ROM
or audio adapter might allow you to start Windows. You can then examine
the device and operating system settings separately to determine what
changes you need to make.
3.2.11. Check by Replacing a Device
If you are unable to obtain
diagnostic software for the problem device, install a replacement to
verify that this action resolves the problem. If the problem disappears,
the original hardware might be defective or incorrectly configured.
3.2.12. Check Information Sources
You might be able to find
information about a workaround or solution to the problem. Information
sources include the Knowledge Base and the manufacturer's technical
support Web page.
3.2.13. Contact Technical Support
As a
last resort, Microsoft technical support can assist you with
troubleshooting. For more information about Microsoft technical support
options, see the Support link on the Microsoft Web site at http://www.microsoft.com.
