(1)How to Troubleshoot Windows 98 Shutdown Problems (Q202633)
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The information in this article applies to:
Microsoft Windows 98
Microsoft Windows 98 Second Edition
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SUMMARY
This article describes how to troubleshoot problems that may occur when you attempt to shut down and restart your computer.
Note that this information is also available in the Windows 98 Startup and Shutdown Troubleshooting Wizard. Microsoft recommends that you use this wizard, but this text-based article is available for your convenience. The Windows 98 Startup and Shutdown Troubleshooting Wizard is located at the following Microsoft Web site:
http://support.microsoft.com/support/windows/tshoot
For additional information about how to troubleshoot shutdown problems in Microsoft Windows Millennium Edition (Me), click the article number below to view the article in the Microsoft Knowledge Base:
Q273746 How to Troubleshoot Windows Me Shutdown Problems
NOTE : To more effectively search the Microsoft Knowledge Base, use keywords that relate to your issue when you search. If you are searching for troubleshooting information that is not referred to in this article, please try searching the Microsoft Knowledge Base again by using keywords that are listed in the following Microsoft Knowledge Base article:
Q242450 How to Query the Microsoft Knowledge Base Using Keywords
MORE INFORMATION
Shutdown problems in Windows 98 can be caused by any of the following issues:
Incompatible, damaged, or conflicting device drivers
A damaged exit sound file
Incorrectly configured or damaged hardware
To troubleshoot these issues perform the following steps in order, one at a time, testing after each step to determine if the issue is resolved. If the issue is not resolved, continue to the next step.
If you have installed new hardware or software on your computer, uninstall it and check to see if your shut down problem is resolved. If it is, contact the manufacturer of the hardware or software.
Start your computer in Safe mode and then shut down. If your computer does not shut down properly in Safe mode, there may be a compatibility issue between Windows 98 and your computer's BIOS. For additional information, contact your hardware manufacturer or visit the following Microsoft Web site: http://support.microsoft.com/support/windows/topics/winme/hardware/bios.asp
For information about how to contact your hardware vendor, click the appropriate article number below to view the article in the Microsoft Knowledge Base:
Q65416 Hardware and Software Third-Party Vendor Contact List, A-K
Q60781 Hardware and Software Third-Party Vendor Contact List, L-P
Q60782 Hardware and Software Third-Party Vendor Contact List, Q-Z
The third-party contact information included in this article is provided to help you find the technical support you need. This contact information is subject to change without notice. Microsoft in no way guarantees the accuracy of this third-party contact information.
The third-party products discussed in this article are manufactured by vendors independent of Microsoft; we make no warranty, implied or otherwise, regarding these products' performance or reliability.
Determine if the shutdown problem is caused by a command or a driver that loads automatically from the Win.ini, System.ini, Autoexec.bat, or Config.sys file, or whether a program in the Startup folder conflicts with the startup process. To do this perform clean boot troubleshooting.
For additional information about how to perform clean boot troubleshooting, click the article number below to view the article in the Microsoft Knowledge Base:
Q192926 How to Perform Clean-Boot Troubleshooting for Windows 98
Disable fast shutdown. To disable fast shutdown, follow these steps:
Click Start , point to Programs , point to Accessories , point to System Tools , and then click System Information .
On the Tools menu, click System Configuration Utility .
On the General tab, click Advanced .
Click to select the Disable Fast Shutdown check box, click OK, and then click OK.
Click Yes when you are prompted to restart your computer.
For additional information about disabling fast shutdown, click the article number below to view the article in the Microsoft Knowledge Base:
Q187607 How to Disable Fast Shutdown in Windows 98
Test to determine if the issue is resolved by restarting your computer. If your computer does not shut down correctly, continue to step 5.
Determine if the shutdown problem is being caused by a damaged exit sound file. To do this:
Click Start , point to Settings, click Control Panel , and then double-click Sounds .
Note the name and location of the Exit Windows sound, click Exit Windows in the Events box, and then click None in the Name box.
Click OK , and then restart your computer.
Test to determine if the issue is resolved by restarting your computer. If your computer does not shut down correctly, repeat steps A through C, but restore your original Exit Windows sound in step B, and then continue to step 6. If the issue is resolved, your Exit Windows sound file is damaged and you must replace it.
Disable some device drivers. Some of the most common device drivers that may cause problems are device drivers for sound cards, video adapters, and network adapters. Disable any devices in the following categories:
Display adapters
Floppy disk controllers
Hard disk controllers
Keyboard
Mouse
Network adapters
PCMCIA socket
Ports
SCSI controllers
Sound, video, and game controllers
To disable device drivers:
Right-click My Computer on the desktop, click Properties , and then click the Device Manager tab.
Double-click a device type, for example, Sound , Video , or Game Controllers .
Click one of the listed devices, and then click Properties .
Click to select the Disable In This Hardware Profile check box.
IMPORTANT : Record all of the devices that you disable so that you can enable them again later.
Click OK , click OK , and then restart your computer.
Test to determine if the issue is resolved by restarting your computer. If your computer does not shut down correctly, repeat steps a through e, but disable a different hardware device in step d. Also, to test your video adapter, click Start , click Run , type msconfig (without the quotation marks), click OK , click Advanced , click to select the VGA 640x480x16 check box, and then click OK . If you disable your sound card, video adapter, and network adapter, but the issue is still not resolved, re-enable these devices by following steps a through e, but in step d, click to clear the Disable In This Hardware Profile check box, and then continue to step 8.
NOTE : If you are unable to change the video adapter by using these steps, change your video adapter driver to "Standard VGA." To do this:
Click Start , point to Settings , click Control Panel , and then double-click Display .
Click Advanced on the Settings tab, and then click Change on the Adapter tab.
Click Next , click Display a list of all the drivers in a specific location , so you can select the driver you want", and then click Next .
Click Show All Hardware , click Standard Display Types in the Manufacturer box, click Standard Display Adapter (VGA) in the Models box, and then click Next .
Click Yes , click Next , and then click Finish .
Click Close , click Close , and then click Yes when you are prompted to restart your computer.
If the issue is resolved when you change your video adapter to the Standard VGA driver, contact your video adapter manufacturer to inquire about the availability of an updated Windows 98 video adapter driver.
For additional information about how to troubleshoot display problems, click the article number below to view the article in the Microsoft Knowledge Base:
Q127139 Troubleshooting Video Problems in Windows
For additional information about how to troubleshoot device drivers and hardware issues, click the article number below to view the article in the Microsoft Knowledge Base:
Q133240 Troubleshooting Device Conflicts with Device Manager
Determine if Advanced Power Management (APM) is causing the shutdown problem by disabling APM. (Note that not all computers have APM features.) To do this:
Click Start, point to Settings, click Control Panel, double-click System, and then click the Device Manager tab.
Double-click System Devices to expand it.
Double-click Advanced Power Management in the device list, and then click to select the Force APM 1.0 Mode and the Disable Power Status Polling check boxes on the Settings tab. If the settings are already enabled, disable them by clearing the check boxes.
Click OK until you return to Control Panel, and then restart your computer.
Test to determine if the issue is resolved by restarting your computer. If your computer does not shut down correctly, repeat steps a through d, but click to clear the Force APM 1.0 Mode and the Disable Power Status Polling check boxes, and then continue to step 8.
Determine if shutdown problems are being caused by virtual device driver(.vxd) files. To do this:
Restart your computer, and while your computer restarts, press and hold CTRL until the Windows 98 Startup menu appears.
Choose Step By Step Confirmation, and then press ENTER.
Press Y when you receive each of the following prompts, and press N for all other prompts: - Load Doublespace driver - Process the system registry - DEVICE=C:\WINDOWS\HIMEM.SYS - DEVICE=C:\WINDOWS\IFSHLP.SYS - Load the Windows graphical user interface - Load all Windows drivers
After all Windows drivers are loaded, you are prompted to load all static .vxd files, one at a time. Note each static .vxd file name, and respond with "No" to avoid loading each file. The following list is a partial list of Microsoft static .vxd files:
+-----------------------------------------+
| Static .vxd file | Provides support for |
+-----------------------------------------+
| Vnetsup.vxd | Microsoft Networking |
+-----------------------------------------+
| Ndis.vxd | Microsoft Networking |
+-----------------------------------------+
| Ndis2sup.vxd | Microsoft Networking |
+-----------------------------------------+
| Javasup.vxd | Microsoft Java |
+-----------------------------------------+
| Vrtwd.386 | Clock |
+-----------------------------------------+
| Vfixd.vxd | Video Phone helper |
+-----------------------------------------+
| Vnetbios.vxd | Microsoft Networking |
+-----------------------------------------+
| Vserver.vxd | Microsoft Networking |
+-----------------------------------------+
| Vredir.vxd | Microsoft Networking |
+-----------------------------------------+
| Dfs.vxd | Microsoft Networking |
+-----------------------------------------+
| Ndiswan.vxd | Microsoft Networking |
+-----------------------------------------+
| Msmouse.vxd | Microsoft Mouse |
+-----------------------------------------+
Test to determine if the issue is resolved by restarting your computer. If your computer shuts down correctly, define the problem further by repeating steps a through d, but respond with "Yes" to only one of the files in the list above, and then restart your computer. Test each file by restarting your computer and responding "Yes" to a different file each time. If your computer does not shut down properly, the issue is related to last static .vxd file you selected.
Check the properties of the incompatible static .vxd file to determine the program with which it is associated. Uninstall and then reinstall the program to replace the .vxd file with a new copy of the file.
For additional information about the System Configuration Utility tool, click the article number below to view the article in the Microsoft Knowledge Base:
Q181966 System Configuration Utility Advanced Troubleshooting Settings
Install Windows 98 in a new folder. This may be the quickest method to determine if the problem is caused by a hardware issue. If you install Windows in a new folder and you still experience problems shutting down, check with your hardware manufacturer for an updated BIOS or other workaround.
For additional information about installing Windows 98 in a new folder, click the article number below to view the article in the Microsoft Knowledge Base:
Q193902 How to Install Windows 98 Into a New Folder
If you are running Windows 98 Second Edition and you are still experiencing problems shutting down your computer, view the following article in the Microsoft Knowledge Base:
Q238096 Problems Shutting Down Windows 98 Second Edition
If this article does not describe your shutdown-related issue, please see the following Microsoft Web site to view more articles about shutting down Windows 98:
Click here to view a list of shutdown articles
(2)Windows 98 Second Edition Shutdown Supplement (Q239887)
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The information in this article applies to:
Microsoft Windows 98 Second Edition
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SYMPTOMS
You may experience any of the following symptoms when you select an option in the Shut Down Windows dialog box.
If you click Shut down and then click OK , the computer may stop responding (hang) while displaying the following message:
Windows is shutting down.
If you click Restart in MS-DOS mode and then click OK , the computer may hang while displaying a blank screen.
If you click Shut down or Restart in MS-DOS mode and then click OK with fast shutdown enabled, the computer may restart instead of shutting down.
CAUSE
This problem can occur because:
The computer could hang at the shutdown screen intermittently, because the Apmbatt.sys component is not responding to the system shutdown notification from the operating system and could enter an endless loop.
-or-
The computer could hang with a black screen because of the method in which IRQ holders for the video adapter are configured at boot time and disabled during shutdown by the Pci.vxd component.
-or-
The fast shutdown option modified by Msconfig.exe contains a code path in which the computer could reboot instead of properly shutting down or quitting to MS-DOS.
NOTE : The Shutdown Supplement was updated 11/99 to address a newly discovered issue that allowed continued shutdown failures on some Windows installations. Due to the added functionality in the update, it may appear on Windows Update as not installed, even if the original version of the Supplement was previously installed.
RESOLUTION
The Windows 98 Second Edition Shutdown Supplement addresses shutdown issues on computers with specific hardware and software configurations running Windows 98 Second Edition.
Microsoft recommends you troubleshoot these issues using the steps outlined in the following Microsoft Knowledge Base article:
Q202633 How to Troubleshoot Windows 98 Shutdown Problems
To Download the Patch
After you follow the steps outlined in the article listed above, and if the computer continues to exhibit shutdown problems, download and install the Windows 98 Second Edition Shutdown Supplement.
Note : The Windows 98 Second Edition Shutdown Supplement should be installed on Windows 98 Second Edition-based computers only. To determine the version of Windows installed on your computer, please see the following article in the Microsoft Knowledge Base:
Q158238 How to Determine the Version of Windows 95/98/Me in Use
Windows 98 Second Edition Shutdown Supplement
You can also click one of the following links to download and install the Windows 98 Second Edition Shutdown Supplement file: http://www.microsoft.com/windows98/downloads/contents/wurecommended/s_wufeatured/win98se/ http://www.microsoft.com/windows98/downloads/corporate.asp
The English-language version of this software update should have the following file attributes or later:
Date Time Version Size File name
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08/11/99 10:32a 4.10.2223 59,392 Msconfig.exe
08/11/99 10:41a 4.10.2223 65,919 Pci.vxd
08/11/99 10:46a 4.10.2223 4,384 Apmbatt.sys
04/23/99 10:22p 4.10.2222 125,057 Configmg.vxd
07/22/99 11:12a 240,797 Tshoot98.chm
The 11/99 update added the following:
Date Time Version Size File name
---------------------------------------------------
09/28/99 6:35p 4.10.2223 37,547 Vpowerd.vxd
STATUS
Microsoft has confirmed this to be a problem in Windows 98 Second Edition.
MORE INFORMATION
The Windows 98 Second Edition Shutdown Supplement also contains an updated Troubleshooter for Startup and Shutdown issues. The Fast Shutdown option is no longer available in the System Configuration Utility (Msconfig.exe). This update checks to see if the appropriate version of the Configmg.vxd file is installed on the computer and replaces any earlier versions with the Windows 98 Second Edition version.
If this article does not describe your shutdown-related issue, please see the following Microsoft Web site to view more articles about shutting down Windows 98:
Click here to view a list of shutdown articles
For additional information about how to determine which folder Windows is installed in, click the article number below to view the article in the Microsoft Knowledge Base:
Q305792 How to Determine Which Folder Windows Is Installed In
(3)How to Troubleshoot Windows Me Shutdown Problems (Q273746)
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The information in this article applies to:
Microsoft Windows Millennium Edition
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SUMMARY
This article describes troubleshooting steps that may help you solve problems that occur when you shut down Windows Millennium Edition (Me). This information is also available in the Windows Me Startup and Shutdown Troubleshooting Wizard. Microsoft recommends using this wizard, but this text-based article is available for your convenience. The Windows Me Startup and Shutdown Troubleshooting Wizard is located in the Help and Support Center in Windows Me or at the following Microsoft Web site: http://support.microsoft.com/support/windows/tshoot/
NOTE : If you are searching for troubleshooting information that is not referred to in this article, please try searching the Knowledge Base again using keywords listed in the following article:
Q242450 How to Query the Microsoft Knowledge Base Using Keywords
MORE INFORMATION
Shutdown problems in Windows Me can be caused by any of the following issues:
Incompatible, damaged, or conflicting device drivers.
A damaged exit sound file.
Incorrectly configured or damaged hardware.
To troubleshoot these issues:
Determine whether a program in the StartUp folder conflicts with the startup process:
Click Start , click Run , type msconfig in the Open box, and then click OK .
Click Selective Startup , click to clear the Load Startup Group Items check box, click Apply , click OK , and then click Yes to restart your computer.
Test to determine if the issue is resolved by restarting your computer. If your computer does not shut down correctly, skip to step 2. If your computer shuts down correctly, one of your startup programs is probably causing this issue. To determine which startup program is causing this issue, continue with the next step.
Click Start , click Run , type msconfig in the Open box, and then click OK .
On the Startup tab, click to select a check box, click OK , and then click Yes to restart your computer. Test to determine if the startup program you disabled caused the issue. If not, repeat steps D through E, but enable a different program step E. When your computer does not start correctly, you have determined that the last startup program you enabled is the cause of the issue.
NOTE : If disabling startup programs does not resolve the problem, re-enable the startup programs by repeating steps A through B, and then click to select the Load Startup Group Items check box.
Determine if the shutdown problem is caused by a command or driver that is loaded automatically from the Win.ini or System.ini files:
Click Start , click Run , type msconfig , and then click OK .
Click Selective Startup , and then click to clear the following check boxes:
Process Win.ini file
Process System.ini file
NOTE : If any of these items is unavailable, that particular file does not contain any items to load.
Click OK , and then click Yes to restart the computer. Test to determine if the issue is resolved by restarting your computer. If your computer does not shut down correctly, repeat steps A through B, but in step B, click to select the check boxes, and then continue with step 3.
Disable some device drivers. Some of the most common device drivers that may cause problems are sound card drivers, video adapter drivers, and network adapter drivers. To disable device drivers:
Right-click My Computer , click Properties , and then click the Device Manager tab.
Double-click a device type, for example, Sound, Video, and Game Controllers , to expand it.
Click one of the listed devices, and then click Properties .
Click to select the Disable In This Hardware Profile check box.
IMPORTANT : Record all of the devices you disable in this manner so that you can enable them again later.
Click OK , click OK , and then restart your computer.
Test to determine if the issue is resolved by restarting your computer. If your computer does not shut down correctly, repeat steps A through E, but disable a different item in step D. To test your video adapter, click Start , click Run , type msconfig , click OK , click Advanced , click to select the VGA 640x480x16 check box, and then click OK . If you disable your sound card, video adapter, and network adapter, but the issue is still not resolved, re-enable these devices by repeating steps A through E, but in step D, click to clear the Disable In This Hardware Profile check box, and then continue with step 4.
NOTE : If you are unable to change the video adapter by using the preceding steps, change your video adapter driver to the Standard VGA driver by using these steps:
Click Start , point to Settings , click Control Panel , and then double-click Display .
Click the Settings tab, click Advanced , click the Adapter tab, and then click Change .
Click Next , click Display a list of all the drivers in a specific location, so you can select the driver you want , and then click Next .
Click Show All Hardware , click Standard Display Types in the Manufacturer box, click Standard Display Adapter (VGA) in the Models box, and then click Next .
Click Yes , click Next , and then click Finish .
Click Close , click Close , and then click Yes when you are prompted to restart your computer.
If changing your video adapter to the Standard VGA driver resolves the issue, contact your video adapter manufacturer to inquire about the availability of an updated Windows Me video adapter driver.
For additional information about how to troubleshoot display problems, click the article number below to view the article in the Microsoft Knowledge Base:
Q127139 Troubleshooting Video Problems in Windows
Determine if the shutdown problem is caused by a damaged exit sound file:
Click Start , point to Settings , click Control Panel , and then double-click Sounds and Multimedia .
Record the name and location of the Exit Windows sound, click Exit Windows in the Sound Events box, and then click None in the Name box.
Click OK , and then restart your computer.
Test to determine if the issue is resolved by restarting your computer. If your computer does not shut down correctly, repeat steps A though C, but restore your original Exit Windows sound in step B, and then continue with step 5. If the issue is resolved, your Exit Windows sound file is damaged and must be replaced. To replace the sound file, restore the file from a backup, or reinstall the program that provided the sound file.
Determine if Advanced Power Management (APM) is causing the shutdown problem by disabling it:
NOTE : Not all computers have APM features. If you computer does not have APM features, skip this step. If you are not sure, follow these steps to determine if APM is listed in Device Manager, or check with your hardware manufacturer.
Click Start , point to Settings , click Control Panel , double-click System , and then click the Device Manager tab.
Double-click the System Devices branch to expand it.
Double-click Advanced Power Management in the device list, click the Settings tab, and then click to select the Force APM 1.0 Mode and Disable Power Status Polling check boxes.
Click OK until you return to Control Panel, and then restart your computer.
Test to determine if the issue is resolved by restarting your computer. If your computer does not shut down correctly, repeat steps A through D, but click to clear the Force APM 1.0 Mode and Disable Power Status Polling check boxes, and then continue with step 6.
Determine if shutdown problems are being caused by a virtual device driver (.vxd file):
Click Start , click Run , type msconfig , and then click OK .
Click Selective Startup , and then click to clear the Load Static VxDs check box.
Click OK , and then click Yes to restart the computer. Test to determine if the issue is resolved by restarting your computer. If your computer does not shut down correctly, repeat steps A through C, but in step C, click to select the check box, and then continue with the next step.
This is a partial list of Microsoft static .vxd files:
Name of static .vxd file Provides support for
Vnetsup.vxd Microsoft networking
Ndis.vxd Microsoft networking
Ndis2sup.vxd Microsoft networking
Javasup.vxd Java support
Vrtwd.386 Clock
Vfixd.vxd Video Phone helper
Vnetbios.vxd Microsoft networking
Vserver.vxd Microsoft networking
Vredir.vxd Microsoft networking
Dfs.vxd Microsoft networking
Ndiswan.vxd Microsoft networking
Msmouse.vxd Microsoft Mouse
Check the properties of the incompatible static .vxd file to determine which program it is associated with. Uninstall and then reinstall the program to replace the .vxd file with a new copy. To check the properties of a file, click Start , click Search , type the name of the file in the For Files or Folders box, and then click Search Now . After the file you are looking for is displayed in the list, right-click the file, and then click Properties .
For additional information about System Configuration Utility, click the article number below to view the article in the Microsoft Knowledge Base:
Q181966 System Configuration Utility Advanced Troubleshooting
Determine if the problem is listed in the startup log file. You can look in your startup log file (Bootlog.prv) to find information about problems that occur during shutdown. The Bootlog.prv file is a hidden file in the root folder of drive C. If Windows is configured to hide system files, use these steps to display hidden files:
On the Windows desktop, double-click My Computer .
On the Tools menu, click Folder Options .
Click the View tab.
Click to clear the Hide protected operating system files check box, and then click Yes when you are prompted to confirm this action.
Click OK , and then look for the Bootlog.prv file again.
If you still cannot find this file on your hard disk, you can create a new one:
Click Start , click Shut Down , click Shut Down , and then click OK .
If your computer does not automatically shut off, press the power button on your computer to turn it off. Leave your computer off for approximately 15 seconds, and then turn your computer back on.
While your computer is starting, press and hold the CTRL key. When the Startup menu is displayed, use the UP ARROW and DOWN ARROW keys to choose Logged (\BOOTLOG.TXT) , and then press ENTER.
After Windows starts, click Start , click Shut Down , click Restart , and then click OK .
To review your startup log file:
Double-click My Computer , double-click drive C , and then look for the Bootlog.prv file.
Double-click the Bootlog.prv file. If you are prompted to select a program to use to open the file, click WordPad , Notepad , or any text editor in the list.
Look for "Terminate=" entries. These entries, located at the bottom of the file, might provide clues about the cause of the problem. If a process that is started by a "Terminate=" entry is completed successfully, the file contains a matching "EndTerminate=" entry.
Check the last line in the Bootlog.prv file to see if it is one of these items:
Terminate=Query Drivers: This is a Memory Manager problem. Your computer might have defective memory chips or damaged files. You might need to reinstall Windows.
Terminate=Reset Display: Try installing an updated video adapter driver.
Terminate=RIT: There may be timer-related problems with the sound card or an older mouse driver. Try installing updated drivers for these devices.
Terminate=Win32: A program is not shutting down properly. Try quitting all programs before you shut down Windows.
Support WebCast
Support WebCasts are a product support information service offered to all Online Support customers. To view a WebCast on Troubleshooting Shutdown issues in Windows Me, visit the following Microsoft Web site: http://support.microsoft.com/servicedesks/webcasts/wc080701/wcblurb080701.asp
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