Troubleshooting Stop Messages : Being Prepared for Stop Errors, Stop Message Checklist

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:

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:

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

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:

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.