Microsoft Windows XP Professional Resource Kit 2003
ISBN: N/A
EAN: N/A
EAN: N/A
Year: 2005
Pages: 338
Pages: 338
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, it is important to record the information displayed for future reference. When a Stop message appears, you should do the following before restarting the system:
Record data in the Bugcheck information and Driver information sections 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 Stop message Debug port and dump status section (as shown in Figure C-1) to verify that Windows XP Professional successfully dumped memory contents to the paging file and proceed with your troubleshooting efforts.
After you resolve the problem or at least able to 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, see Memory Dump Files earlier in this appendix.
The preceding steps enable you to save important information that you can refer to when using the resources listed in Stop Message Overview earlier in this appendix.
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. For more information about troubleshooting concepts, troubleshooting strategies, and the types of information to record when diagnosing problems, see Troubleshooting Concepts and Strategies in this book.
The following are useful software-related techniques that you can use to recover from problems that cause Stop messages.
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, see Memory Dump Files earlier in this appendix.
You can move, delete, or compress unused files manually, or by using Disk Cleanup (Cleanmgr.exe) to increase free space on disk volumes.
To run Disk Cleanup
In the Run dialog box, in the Open box, type:
cleanmgr
In the Select Drive dialog box, select a disk volume to clean.
Click the Disk Cleanup or the More Options tab to specify files to compress or delete.
For more information about Disk Cleanup, see Windows XP Professional Help and Support Center. For more information about checking hard disk integrity, see the instructions provided in Stop 0x00000024 or NTFS_FILE_SYSTEM earlier in this appendix. Also, see Troubleshooting Disks and File Systems in this book.
If a Stop message occurs immediately after installing 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. For more information about Windows XP Professional startup and recovery options, see Troubleshooting Startup and Tools for Troubleshooting in this book.
Disaster recovery features such as System Restore and Driver Rollback can undo recent changes. For more information about recovery options, see Tools for Troubleshooting and Troubleshooting Startup in this book. Also, see Windows XP Professional Help and Support Center.
Safe mode is a diagnostic environment that loads a minimum set of drivers and system services, increasing the chances of starting the operating system. After Windows XP Professional 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. For more information about startup and recovery options, see Troubleshooting Startup and Tools for Troubleshooting in this book.
You can use Recovery Console to perform advanced operations, such as replacing corrupted files. You can also disable a driver or service causing a Stop error by using the Recovery Console listsvc and disable commands. You can also disable a service by renaming the file specified in a Stop message. For more information about using Recovery Console to recover from startup problems, see Troubleshooting Startup and Tools for Troubleshooting in this book.
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. For more information about Event Viewer, see Windows XP Professional Help and Support Center and Tools for Troubleshooting in this book.
Categories of software that are known to cause Stop messages if they are not fully compatible with Windows XP Professional (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. For more information about disabling services for diagnostic or troubleshooting purposes, see Troubleshooting Startup in this book.
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 enables 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. For more information about MBR and boot sector viruses, see Troubleshooting Disks and File Systems in this book.
Microsoft periodically releases service packs, which contain 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, in the Run dialog box, in the Open box, type winver. The About Windows dialog box displays operating system and service pack revision information. For more information about Windows Update, see Tools for Troubleshooting in this book.
You can find out more information about the conditions that caused the Stop message by using the Windows Error Reporting service or by using the Online Crash Analysis Web site. For more information about options for analyzing memory dump files, see Using Memory Dump Files to Analyze Stop Errors earlier in this appendix.
Occasionally, interim solutions or workarounds, also known as hotfixes, are available between service pack releases. Do not install these interim updates unless directed to do so by technical support, a Microsoft Knowledge Base article, or a Windows Error Reporting advisory that specifically applies to your problem.
You might find information about a workaround or solution to the problem. Information sources include the Microsoft Knowledge Base and manufacturer s technical support Web pages. For more information about the Microsoft Knowledge Base, see the Microsoft Knowledge Base link on the Web Resources page at http://www.microsoft.com/windows/reskits/webresources For more information about checking information sources, see Troubleshooting Concepts and Strategies in this book.
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 message affecting you. For more information about installing and using debugging tools, see Stop Message Overview and Using Memory Dump Files to Analyze Stop Errors earlier in this appendix.
The following are useful hardware-related techniques that can enable you to recover from problems that cause Stop messages.
If a Stop message appears immediately after adding 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, System Restore, or Automated System Recovery, to restore the system to the previous configuration or to remove a specific driver. For more information about startup and recovery options, see Troubleshooting Startup and Tools for Troubleshooting in this book.
Some x86-based and Itanium-based systems have firmware that enables you to change hardware settings such as power management parameters, video configuration, memory timing, and memory shadowing. Do not alter these settings unless there is a specific requirement to do so. If you are experiencing hardware problems, verify that firmware values are set to default values. To restore default firmware values, follow the instructions provided by the computer or motherboard manufacturer.
Verify that hardware is running at the correct speed. Do not set clock speeds for components such as the processor, video adapter, or memory above the rated specification, a practice known as overclocking, because 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.
Verify that your hardware appears in the latest revision of the Hardware Compatibility List (HCL) for Windows XP Professional. If your device is not in the HCL, contact the hardware manufacturer for more information. The manufacturer might be in the process of certifying the hardware, testing new drivers, or updating firmware to improve compatibility. For more information about the HCL, see the Hardware Compatibility List link on the Web Resources page at http://www.microsoft.com/windows/reskits/webresources Also see Troubleshooting Concepts and Strategies in this book.
Check the manufacturer s Web site to see if updated firmware is available for your system or individual peripherals. For more information about updating firmware, see Troubleshooting Concepts and Strategies in this book.
Run hardware diagnostic software to verify that your hardware is not defective. These tools are typically built into, or bundled with your hardware.
If your system uses Advanced Technology Attachment (ATA) storage devices such as hard disks, determine if a 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 because certain ATA standards require you to use a different cable type.
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. For more information about troubleshooting SCSI devices, see Troubleshooting Startup in this book. For more information about the SCSI standard, see the SCSI link on the Web Resources page at http://www.microsoft.com/windows/reskits/webresources
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. For more information about troubleshooting hardware, see Troubleshooting Concepts and Strategies and Managing Devices in this book.
If a Stop message appears immediately after adding 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 133-Mhz memory bus speed, and it might initially appear to work. However, using the slower memory results in system instability.
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 enable you start Windows XP Professional. You can then examine the device and operating system settings separately to determine what changes you need to make. For more information about simplifying your hardware configuration for troubleshooting purposes, see Troubleshooting Startup in this book.
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, then the original hardware might be defective or incorrectly configured.
Firmware on x86-based systems might provide the option to assign specific hardware interrupt requests (IRQs) to specific Peripheral Component Interconnect (PCI) expansion slots for troubleshooting and diagnostic purposes. If you are experiencing problems installing Windows XP Professional on x86-based systems and are familiar with hardware, try to minimize the number of devices sharing IRQs.
Other x86-based firmware forces IRQ sharing across multiple PCI slots regardless of the devices installed. If you are experiencing problems installing Windows XP Professional on x86-based systems and are familiar with the hardware, try moving a device to another PCI slot.
Documentation for certain PCI adapters (for example, network and SCSI adapters) strongly advises that you install them in master or busmaster PCI slots on x86-based systems. For more information, see your PCI adapter and computer documentation.
For more information about PCI devices and IRQ sharing see Microsoft Knowledge Base articles Q170922, How PCI Devices Are Detected and Why They May Fail, and Q252420, General Description of IRQ Sharing in Windows 2000, in the Microsoft Knowledge Base. To find these articles, see the Microsoft Knowledge Base link on the Web Resources page at http://www.microsoft.com/windows/reskits/webresources
You might be able to find information about a workaround or solution to the problem. Information sources include the Microsoft Knowledge Base and manufacturer s technical support Web pages. For more information about the Microsoft Knowledge Base, see the Microsoft Knowledge Base link on the Web Resources page at http://www.microsoft.com/windows/reskits/webresources For more information about checking information sources, see Troubleshooting Concepts and Strategies in this book.
As a last resort, Microsoft technical support can assist you with troubleshooting your system. For more information about Microsoft technical support options, see the Support link on the Microsoft Web page at http://www.microsoft.com/