WINDOWS
SHUTDOWN & RESTART CENTER
TROUBLESHOOTIN=
G in
15 STEPS
Version 11.11 — Last upda=
ted
December 8, 2003
[The following arti= cle is based on many sources, including Microsoft Knowledge Base articles and input from individuals in the Microsoft = news groups. In particular, several MS-MVPs in the Desktop Systems section have contributed to the contents and form of= this article as it evolved. My thanks to all. Please note that you use this information only at your own risk — I am not personally able to verif= y, in advance, the consequences of any action on every computer of every type used by every user. — Jim Eshelman]
Shutdown problems in Windows 95, Windows 98, and Windows Millennium Edit=
ion
can be caused by many factors including, but not limited to: a damaged exit
sound file; incorrectly configured or damaged hardware; conflicting program=
s,
or an incompatible, damaged, or conflicting device driver. This article can=
be
used to troubleshoot the possible causes. (There may be multiple
If you receive a specific er= ror message during shutdown, please search my Error Messages = page for a possible resolution before proceeding with the steps below.
|
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>1: Disable Fast Shutdow=
n |
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>10: Advanced Power
Management |
|
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>2: Shutdown Troubleshoo=
ting
Wizard |
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>11: Windows File Syst=
em
settings |
|
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>3: Damaged exit sound f=
ile |
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>12: Windows device dr=
ivers |
|
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>4: Clogged temporary fi=
le
folders |
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>13: Use Bootlog.txt to
troubleshoot |
|
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>5: AUTOEXEC.BAT or CONF=
IG.SYS |
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>14: Internal system p=
roblem |
|
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>6: Virtual device drive=
r /
SYSTEM.INI |
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>15: Other solutions |
|
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>7: WIN.INI command line=
s |
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>Internet Explorer sce=
narios |
|
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>8. Programs loading from
Startup folder |
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>Windows 98-only scena=
rios |
|
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>9: EMM386-related memory
conflicts |
<=
span
style=3D'font-size:8.5pt;font-family:Verdana;color:black'>Fatal Excepti=
on
Errors at Shutdown |
Launch MS= CONFIG. Click Advanced. Place a check mark in the box next to “Disable fast shutdown.”
NOTE: If the box is already marked, go to SECOND STEP. I= f the box is missing in Windows 98 SE, it means you have already applied the Shut= down Patch, which has permanently disabled Fast Shutdown and then removed the bo= x.
Click OK, then OK again. Test Windows shutdown by restarting the compute= r. (For proper troubleshooting, click Start | Shut Down | Restart | OK. Give Windows three minutes to complete the process before concluding that it is hung. This same procedure is referred to in the following steps as, “= Test Windows shutdown.”) Disabling fast shutdown may solve the problem; bu= t if it doesn’t, go on to SECOND STEP.
NOTE: If your computer hangs at shutdown, it uses Advanced Configuration and Power Interface (ACPI), and the Win98 Fast Shutdown feature is disabled, see here= .
A shutdown troubleshooter is built right into Windows 98 and Windows ME.= It will take you through many, but not all, of the steps recommended below. You may prefer this kind of “walk-through” on-screen troubleshooter= . To access it, click Start | Help. In the window, type Troubleshooting. Click on the Troubleshooting entry in the menu. Scroll down the new list provided and click on “Shutdown and Startup Troubleshooter” (Win98) or “Startup & Shutdown Troubleshooter” (Win ME). MicrosoftR= 17;s on-line version, previously here, has been withdrawn.
You can try one or the other version of Microsoft’s troubleshooter= as your next option if you wish; or simply continue through the steps that fol= low.
In Control Panel, double-click Sounds (or Sounds & Multimedia). In t= he Events box, click Exit Windows. In the Name box, click None. Click OK. Test Windows shutdown. If Windows does not hang, the problem may be a corrupt sound file. Restore the file from your Windows disk or from wherever you obtained it, then test Windows shutdown.<= /p>
An interesting variation on this issue: Several correspondents have confirmed (in Windows ME) that if there is a shutdown problem and <= span style=3D'font-family:Verdana'>no Exit Windows sound, the sh= utdown problem was resolved by adding one! (I suspect this worked by slowing down their shutdown process, thereby circumventing some other problem.) If this describes your situation — give it a try!
Manually deleting the contents of various temporary file folders may sol= ve the shutdown problem. Though these files can be relocated on a given system, their default locations are usually on the C: drive. Folders you might want= to manually clean include: TEMP, Temporary Internet Files, and MSDOWNLD.TMP.
If you have not moved them on your hard drive, the following links will = take you to your main temporary folders: TEMP, Temporary Internet Files, MSDOWNLD.TMP<= /b>.
If there is neither an AUTOEXEC.BAT nor CONFIG.SYS file, or if both are empty in Win95/98, go to SIXTH STEP.
After doing one of these procedures, test Windows shutdown. If it hangs, rename the files to the original names, or reset MSCONFIG to its prior stat= us, and go to SIXTH STE= P. If the system does not hang, rename the files and proceed with these steps:
Restart Windows and bring up the Boot Menu. Choose “Step-By-Step Confirmation.” Press Y at ea= ch of the following prompts if it occurs (press N for any other prompts):
NOTE FOR WINDO= WS ME: The above list needs to be tweaked a bit to adapt it to Win ME. I have not = yet done this, so things will look a bit different. However, if you follow the instructions literally, and keep your common sense awake, you will do this = just fine.
After Windows finishes loading, test Windows shutdown. If the system han= gs, go to SIXTH STEP. If it shuts down properly, the problem may be caused by a command line in t= he AUTOEXEC.BAT or CONFIG.SYS file.
To determine which line is causing the problem, follow these steps: Rest=
art
Windows, bringing up the Boot
Menu as before. Press Y for each of the prompts listed above, plus =
one additional command. Press N f=
or all
other prompts. (You will cycle through the additional lines, selecting a
When the shutdown problem occurs, you will have identified the command causing the problem. Disable the command, using SYS= EDIT to edit the file containing the command (in Win95 or 98), or MS= CONFIG to remove the check mark in front of the problematic item (in Win98 or ME).=
Launch SYS= EDIT. Click on the SYSTEM.INI window. Examine the [386Enh] section. Place a semic= olon (;) at the beginning of each line that begins with DEVICE=3D and e= nds with .386. Save the changes and exit SYSEDIT.
NOTE: In Win98 and ME, you can use MS= CONFIG and merely uncheck such lines in the [386Enh] section.
Reboot, then test Windows shutdown. If Windows hangs, restore the SYSTEM= .INI file to its original configuration. If Windows does not hang during shutdown, a v= irtual device driver may be causing the problem. Contact the driver’s manufacturer for assistance.
Launch SYS=
EDIT.
Click on the WIN.INI window and look for any lines beginning with <=
span
style=3D'font-family:Verdana;color:#CC0066'>LOAD=3D or
NOTE: In Win98 and ME, you can use MS= CONFIG and merely uncheck such lines on the WIN.INI tab.
If you did not make changes, go to EIGHTH STEP; otherwise, reboot and then test Windows shutdown. If Windows continues to h= ang, remove the semicolons, save the file and go to EIGHTH STEP. If Windows does not hang, one of the disabled program entries may be to blame. To determine the problem program, re-enable them one at a time by removing the semicolon and resaving the file (or reenabling in MS= CONFIG). After each program is enabled, test Windows shutdown.
Restart Windows without any Startup folder programs loading.
FOR WIN98 or ME: Use MS= CONFIG. Click Selective Startup. Remove the check mark from in front of “Load startup group items.” Restart Windows. FOR WIN95: Restart the computer and, as soon as the Windows desktop wallpaper appears, press and hold the SHIFT key until Win95 finishes loading. After doing one of these procedures, test Windows shutdow= n. If Windows hangs, go to NINTH STEP. If Windows shuts down properly, determine the culprit by ruli= ng out the programs one-by-one:
IMPORTANT WIN95 NOTE: Holding down the SHIFT key as soon as Windows begins = to load will launch Win95 in Safe Mode. (If you wait for the desktop wallpaper= to appear, it only suppresses Startup items.)
If Safe Mode is used,
Therefore, for Win95 computers, if:
1=
. =
all previous
troubleshooting steps have passed, and
2=
. =
this step causes =
proper
shutdown behavior after booting in Safe Mode, and
3=
. =
removing all item=
s in
the Startup folder then rebooting in normal mode does not produce proper shutdown
behavior
then Registry startup items, IFSHLP.SYS, and DoubleSpace or DriveSpace m= ust be considered as likely causes of the problem. Detailed instructions for troubleshooting these items are not given in the present article; if you do= not know how to test these steps, please seek help in the online peer support newsgroups for these specific tasks. See the well-titled Knowledge = Base article “How Windows 95 Performs a Safe-Mode Start” for more details on the subject.
A memory conflict sometimes exists when EMM386.EXE is not loaded from the CONFIG.SYS file. To test for this, launch SY= SEDIT. Click the CONFIG.SYS window. In the CONFIG.SYS file, make sure the following lines exist in this order, at the very beginning of the file:
DEVICE=3DC:\WINDOWS\HIMEM.SYS
DEVICE=3DC:\WINDOWS\EMM386.EXE NOEMS X=3DA000-F7FF
DOS=3DHIGH,UMB
If you do not have a CONFIG.SYS file, create one with these three lines. Save the modified CONFIG.SYS file and close SYSEDIT. Reboot, then test Wind= ows shutdown. If the system hangs, restore your CONFIG.SYS file to its original configuration. If it shuts down properly, see the following Microsoft Knowl= edge Base article: “Locating and Excluding RAM/ROM Addresses in the UMA”
Not all computers have APM features. If yours is one of them, go to ELEVENTH STEP.
Right-click on My Computer, select Properties, and click the Device Mana= ger tab. Double-click the System Devices branch to expand it. Double-click Adva= nced Power Management Support in the device list. Click the Settings tab. Click = the Enable Power Management check box to clear it. Click OK until you return to Control Panel.
WIN98 SE NOTE:= This box does not exist in Win98 SE. Disable APM from Control Panel | Power= .
Reboot, then test Windows shutdown. If Windows shuts down properly, the problem may be caused by APM, so contact the computer’s manufacturer = for assistance.
NOTE: For additional information about shutdown problems with APM enabled, see Mi= crosoft Knowledge Base article: “Shutdown Hangs After ‘Please Wait While...’ Screen”
Also, it makes sense to troubleshoot your power management functionality= per se. Microsoft has provided an excellent tool for this, PMTSho= ot, or Power Management Troubleshooter. The latest version (which is much better than the one shipped with Windows) can be downloaded here.
Right-click on My Computer and select Properties. Click the Performance = tab. Click File System. Click the Troubleshooting tab. Mark all the check boxes, click OK, click Close and click Yes. Reboot, then test Windows shutdown. If Windows shuts down properly, the problem is related to the File System settings. Go back and uncheck each box one at a time. Reboot and test Windo= ws shutdown after each change to identify which item is the problem.
See if a Windows device driver is causing the problem or if an installed device is configured incorrectly or is improperly functioning. Right click = on My Computer and select Properties. Click the Hardware Profiles tab. Click t= he hardware profile you are currently using, and then click Copy. Type “= Test Configuration” in the To box. Click OK. (You may have to reboot and select this configuration before proceeding.) Click the Device Manager tab. Double-click any device, then click the Test Configuration check box to cle= ar it. Repeat this step until you have disabled all devices but DO NOT disable= any system devices. When you are prompted to restart Windows, select NO.
NOTE: If you disabled a PCI hard disk controller, choose Yes to restart Windows. = PCI hard disk controllers cannot be unloaded dynamically.)
Restart Windows and you will receive the following message: “Windo= ws cannot determine what configuration your computer is in. Select one of the following:” Choose Test Configuration from the list of configurations= . As Windows starts, you will receive the following error message: “Your Display Adapter is disabled.” To correct the problem, click OK to open Device Manager. When the Display Properties dialog box opens, click Cancel.=
Test Windows shutdown. If Windows hangs, go to THIRTEENTH STEP<= /a>. If Windows shuts down properly, the problem may be caused by a Windows devi= ce driver or a device installed in your computer that is configured incorrectl= y or is not functioning properly.
To determine which device driver or device is causing the problem, go ba= ck into Device Manager. Double-click a device that you disabled previously, th= en click the Test Configuration check box to select it. When prompted to resta= rt Windows, click Yes. Test Windows shutdown. Repeat this with each device unt= il the shutdown problem recurs. If the problem recurs, you have identified the device or device driver causing the problem.
NOTE: If the shutdown problem is being caused by a Plug and Play device that is configured incorrectly or is not functioning properly, removing the device = from the current hardware profile will correct the problem. After you remove the device from the current hardware profile and restart Windows, the drivers associated with the device are removed from memory and the shutdown problem does not occur. However, as Windows restarts, the Plug and Play device will= be detected automatically and installed in the current hardware profile. When = you restart Windows a second time, the drivers associated with the device are a= gain loaded in memory and the shutdown problem returns.
If Windows continues to hang on shutdown after you complete the above st= eps, reinstall Windows to a different folder to rule out the possibility of dama= ged files. Click the correct link following for instructions on how to do this = in: W= in95, <= b>Win98, or Win ME. If your computer has a Plug and Play BIOS, reinstall Windows us= ing the setup /p i command to rule out a defective Plug and Play BIOS.
If Windows still hangs during the shutdown process after you reinstall i= t, your computer may have faulty hardware or faulty system components including RAM, the CPU, the motherboard, or an internal or external cache. Contact yo= ur computer’s manufacturer for assistance.
If Windows still hangs during the shutdown process, create a BOOTLOG.TXT
file by restarting the computer, bringing up the Boot
Menu, and selecting the option to create a boot log. Let Windows lo=
ad
fully, then reboot normally. Examine C:\BOOTLOG.TXT for Terminate=3D en=
tries.
These entries are located at the end of the file and may provide clues as to
the cause of the problem. Each Terminate=3D entry should have a matching
WIN98 SE NOTE:= For Win98 SE, if the BOOTLOG.TXT file ends on EndTerminate=3DKERNEL and the comput= er still hangs at attempted shutdown, there is significant reason to believe it will be fixed by the CONFIGMG.VXD solution given in the Win98 Second Edition section. (Tip from Allan Smith.)
If the last line in BOOTLOG.TXT is one of the following entries, check t= he listed possible cause:
Terminate=3DQuery Drivers:
Possible QEMM or other memory manager issu=
e.
Possible defective memory chips or damaged files. Possible need to reinstall
Windows.
Terminate=3DUnload Network:
Possible conflict with real-mode network
driver in CONFIG.SYS file.
Terminate=3DReset Display:
Display problem. Disable video shadowing (=
in
your computer’s CMOS properties). You may also need an updated video
driver.
Terminate=3DRIT:
Timer-related problems with the sound card=
or
an old mouse driver. You may need to install updated drivers for these devi=
ces.
Terminate=3DWin32:
Problem with a 32-bit program blocking a thread. An application is not shutting down properly. Try closing all progr= ams before you shut down Windows. If this provides a solution, you can then use process of elimination to determine which program is causing the problem. <= o:p>
Launch MS= CONFIG. On the General tab, click Advanced. Under Settings, click to clear the following check boxes: (1) Disable System ROM Breakpoint; (2) Disable Virtu= al HD IRQ; (3) EMM Exclude A000-FFFF. Click OK. Restart the computer. If the computer restarts correctly, repeat the above steps, restoring one of the disabled boxes each time. Continue repeating these steps, selecting an additional check box each time, until your computer fails to restart correc= tly. Once your computer fails to restart correctly, repeat the above steps again, but click to select all the check boxes except the last check box that you selected; click to clear this check box.
ANTIVIRUS SOFTWARE PROBLEMS<=
/span>
If your anti-virus software is set to scan your floppy drives on shutdown, =
this
can result in various symptoms including the computer hanging on shutdown.
Often (but not always) a clue will be that the floppy drive light comes on
during shutdown. The solution is to disable this particular feature in the
anti-virus program.
Additionally, Win95 can hang and generate a Windows Protection Error at shutdown if both antivirus software and a PCMCIA adapter are installed on t= he computer. The driver PCCARD.VXD can cause a memory corruption during shutdo= wn, which forces the antivirus program to hang. Microsoft has a supported fix f= or this, available in Knowledge Base article 233322.
PC SPEAKER DRIVER PROBLEMS
The PC Speaker driver (SPEAKER.DRV) can cause Windows to stop responding at
shutdown or startup. To disable the PC Speaker driver, disable the =
wave=3Dspeaker.drv line
in the SYSTEM.INI file, then restart the computer.
BIOS EXPECTS IRQ 12 TO BE US=
ED BY
PS/2 PORT
On a computer with a BIOS that expects IRQ 12 to be in use by a PS/2-style
mouse port, but instead has a software-configurable hardware device (such a=
s a
Plug and Play adapter) using IRQ 12, Windows can hang on shutdown. To work
around this problem, reserve IRQ 12 in Device Manager, or change the IRQ for
the software-configurable device in Device Manager. (You may also want to
consider upgrading the BIOS in your computer to a later version.) To reserv=
e an
IRQ with Device Manager: Right click on My Computer and select Properties,
click the Device Manager tab, double-click Computer. On the Reserve Resourc=
es
tab, click the Interrupt Request (IRQ) option, and then click Add. In the V=
alue
box, click the IRQ you want to reserve. Click OK until you return to Control
Panel.
NETWORK C=
ARD
PROBLEMS
If a network card is installed in the computer, do the following: Remove the
network adapter from Device Manager. (To do this, right-click on My Compute=
r,
click on Properties, click on Device Manager, double-click on Network Adapt=
ers,
double-click the first device in the list, select the “Disable in this
hardware profile” check box, then click OK; repeat for each device li=
sted
under Network adapters.) Click Close. Restart your computer. After your
computer restarts, test Windows shutdown.
A variation on this is the following: Remove the network in Device Manag= er. Shut down Windows. Physically remove the network card. Restart Windows. Shut down Windows (observe whether it shuts down normally). Reinstall the network card. Restart Windows and let it detect the card as new hardware.
A further variation is to remove the network card and place it in another slot. MS-MVP Mark Phillips reports repairing almost all shutdown problems in his office environment by moving the network card. In fact, when he had the= ir OEM begin setting up the systems so that all PCI/AGP boards are installed in every other slot, he completely wiped out the problem (except on one machine that had a defective hardware problem).
MAPPED NETWORK DRIVE PROBLEM= S
When you shut down Windows 95 or 98 with a significant number of mapped network drives, the computer may stop responding. The more mapped network drives, the more likely the problem. Microsoft reports that the most common= ly reported threshold for this problem is eight (8) mapped network drives. Use= rs have reported that the number can be much lower than this.
The cause for this is that, during the shutdown process, a WM_DEVICECHAN= GE message is broadcast to all top-level windows, informing each window of a DBT_DEVICEREMOVECOMPLETE event. If a window does not respond to the broadca= st system message, the computer may hang. When there are many mapped network drives, the operating system kernel may shut down while broadcast messages = are still queued for delivery. This causes all input processing operations to s= top, precluding any windows from responding, and causing MSGSRV32 to hang.
As a work-around, one can disconnect all mapped network drives before shutting down Windows. Additionally, Microsoft has provided a supported fix= for this problem in the Knowledge Base article, &= #8220;Windows Stops Responding During Shutdown with Mapped Drives.” (The fix itself, originally available only only by contacting Microsoft directly, now can be downloaded here.)
DISABLED NUMERIC DATA PROCES=
SOR RETURN CMOS TO FACTORY SETTI=
NGS? WARNING:
Before you reset the computer’s CMOS settings back to the factory
defaults, make sure to write down the CMOS settings. WARNING: Do not=
try
this step unless you know what you are doing — mistakes in this step =
can
result in your computer not working at all! (1) If Internet Explorer 4.01 is installed, and one or more network driv=
es
are mapped on your computer with the Desktop Update component installed, up=
date
to Internet Explorer 5 or apply the IE4.01 Service Pack 1. (2) If any version of IE is installed and your user profile contains a l=
arge
Temporary Internet Files folder (cache), Windows can hang on shutdown. CISCO TCP/IP NORTON ANTIVIRUS AUTO-PROTEC=
T See the Symantec support article or the Microsoft Knowledge=
Base
article on this topic. ACPI wi=
th FAST
SHUTDOWN DISABLED NOTE:
Previously this problem was also identified as affecting computers with a
Matsonic BIOS and the “USB Function for DOS” option is enabled =
in
the BIOS. The Matsonic BIOS issue is not mentioned in the present version of
the Microsoft support article. However, users have reported other shutdown
problems with Matsonic motherboards even on Win98 SE, particularly if the
default “Poweron by PCI card” setting is left enabled. Disable =
it
in the CMOS (under Power Management Setup | IRQ/Event Activity Detect).=
(Tip from George Keyes.) USR 56K USB vs. ATI RAGE 128=
In early 2001, an entirely new class of shutdown problem emerged. Being
previously almost nonexistent, it now has become one of the most commonly
reported shutdown problems. This problem consists of a Fatal Exception error
condition (usually 0E) at time of shutdown. Although it has taken a while to
get a handle on these, it now seems clear that these usually are hardware
issues. Most of the time, they are video driver issues, but this is not
invariable. These new problems are most common in Windows ME, but do sometimes occur=
in
earlier versions of Windows. This makes sense, given their usual relation to
device driver problems, because Windows ME, at this late date, is still pla=
gued
by hardware manufacturers’ failure or refusal to provide proper drive=
rs
for it. Driver-related problems would, therefore, occur more often in Win M=
E. If you receive=
a
Fatal Exception or other error messager at shutdown, examine it first purely
from the point of view of the error condition. That is, look for it on the =
Windows Error Mess=
ages
page first. Many error messages occur not only at shutdown, but at startup or during=
use
of the computer, so it is all but impossible to catalogue them separately j=
ust
for shutdown troubleshooting purposes. Also, you may not find the exact err=
or message
catalogued. In that case, look first at the general information provided
regarding the type of
error message (e.g., Fa=
tal
Exception 0E) and examine the overview information given about that type of
error. You may also wish to search the page for other error messages (or ot=
her
types) involving the program or module named in your error message. Sometim=
es,
this gives a clue to the type of conditions that erupt into problems for th=
at
module. You may also widen your search for the error message using a search
engine such as Googl=
e
to see the circumstances in which other people have had the same sort of
problem, and what previously was suggested to them as a solution. It’s worth repeating: If you can’t find a specific reference=
to
your error message, your best clue is probably the type of error message more th=
an any
other detail concerning it. The articles below discuss a few specific shutdown error conditions and
their causes. Perhaps more importantly, they give us an overview of the typ=
e of
conditions that create these problems. Error Message=
on a
Blue Screen (BSOD) When Shutting Down or Restarting Windows Exception 0E =
at
0028:C00082CD in VXD VMM(01) Win98, Win98 SE, Win ME Errors When S=
hutting
Down Windows with Compaq FX-Series Monitors Win98 MSGSRV32.EXE
caused a general protection fault in module CM8330SB.DRV MSGSRV32
Caused a General Protection Fault in USER.EXE Win98
MS-MVP Ron Martell reports that a disabled numeric data processor can cause
shutdown problems. To check this, launch System Properties (right-click on =
My
Computer and select Properties). Click on the Device Manager tab. Select
“View Devices by Connection” at the top. Click the + next to
“Plug and Play Bios” to expand that section. Click on
“Numeric Data Processor,” then click Properties. Click the Sett=
ings
tab. Make sure “Never use the numeric data processor” is
If the previous steps do not resolve the problem, try resetting CMOS settin=
gs
back to factory defaults. For information about changing CMOS settings in y=
our
computer, consult the computer’s documentation or manufacturer.WINDOWS WITH INTERNET EXPLORER SCENARIOS:
WINDOWS 98 ONLY SCENARIOS:
If you are using Cisco TCP/IP Suite 100 as your TCP/IP stack, remove it and
install Microsoft TCP/IP. For step-by-step instructions, see the Microsoft
Knowledge Base article “Computer Stops Responding When Shutting Down Wi=
ndows
98.”
If you are using Norton AntiVirus with the Auto-Protect feature enabled,
disable Auto-Protect, then obtain the latest LiveUpdate for NAV from <=
b>Symantec’s
web site. If these steps do not resolve the issue, Symantec recomme=
nds
that (after backing up the Registry!) you delete the following Registry lin=
e:
HKEY_LOCAL_MACHIN=
E\System\CurrentControlSet\control\Shutdown\Exclusion
List
After reading the Symantec support article on this topic listed below, clic=
k here to downloa=
d a
Registry patch to effect this repair.
If your computer hangs at shutdown, it uses Advanced Configuration and Power
Interface (ACPI), and the Win98 Fast Shutdown feature is disabled, you may
receive one or both of the following messages: Windows is shutting down. [-=
OR-]
It’s now safe to turn off your computer. See the Knowledge Base artic=
le, &=
#8220;Computer
Stops Responding When You Try To Shut It Down” for details on=
a
supported fix that corrects this problem. It has not been fully regression
tested and should be applied only to computers experiencing this specific f=
orm
of the shutdown problem. (Microsoft reports that this problem was repaired =
in
Win98 SE.)
There is an incompatibility with some US Robotics 56K USB modem drivers and
earlier ATI Rage 128 video drivers. Therefore, if you have an ATI Rage 128
installed, and then connect an external USR 56K USB modem to your computer =
and
install certain drivers, you may not be able to shutdown Win98. You may rec=
eive
fatal exception errors or general protection faults during shutdown. Micros=
oft
identified this problem in Knowledge Base article 255715, advising that y=
ou
install version 4.11.6114 or later of the ATI Rage 128 video drivers.
An 0E error condition can be caused on shutdown on those Compaq computers w=
ith
an Alps Electric USB Server. During shutdown, Win98 does not stop this prog=
ram,
causing the system to generate the error message. Microsoft identified this
problem in Knowledge
Base article 200692, advising that you contact Compaq for a solutio=
n,
or simply disabled the software.FATAL EXCEPTION ERRORS AT SHUTDOWN:
On a Compaq Presario, if you upgrade to Windows 98 (either edition), and if=
you
have an FX500 or FX700 monitor with an incompatible monitor driver, a BSOD
error condition may exist at shutdown. The solution is to get a new driver =
from
Compaq. The article gives a link for this, plus a list of the computer mode=
ls
that are involved.
If you have an incompatible or early version of a Matrox video driver insta=
lled
on your computer, you may get the above error message at shutdown. The solu=
tion
is to download and install the latest video driver from www.matrox.com.=
The USB support software included with some Compaq FX-series monitors is not
fully compatible with Windows 98. This may cause an error condition at
shutdown: A Fatal Exception 0E has occurred at 0028:C001AEEB. The solution =
is
to get and install updated USB support software from Compaq.
EXPLORER caused a general protection fault in module CM8330SB.DRV
IEXPLORE caused a general protection fault in module CM8330.DRV
If your computer uses a sound card or modem based on the C-Media CMI8330 so=
und
chip, you may get any of the above error messages. A driver update is requi=
red.
This can occur if you have faulty computer hardware or a damaged driver or
program, or if your Windows core files are damaged. Detailed procedures are
given for addressing these various possibilities.