Blue Screen Preparation Before Contacting Microsoft When a STOP message (fatal system error) occurs in Windows, it enters

debug mode for troubleshooting purposes. This appears as a blue screen and the first few lines look similar to the following: Stop 0x0000001e (c000009a 80123f36 02000000 00000246) Unhandled Kernel exception c000009a from 8123f26 Address 80123f36 has base at 80100000 ntoskrnl.exe The following are two procedures to assist you in identifying the cause of the STOP message before you contact Microsoft Product Support.

loadTOCNode(1, 'moreinformation'); Knowledge Base loadTOCNode(2, 'moreinformation'); The Knowledge Base contains many articles that explain specific STOP messages and often, resolutions to or ways to work around the problem. Search the Knowledge Base for at least the first hexadecimal number. For example, in the example above, that is "0x0000001e". It also may be helpful to search on the identified file name and other hexadecimal numbers.

Saving STOP Messages to File loadTOCNode(2, 'moreinformation'); You can configure Windows to save STOP message information to a "dump" file, Memory.dmp. If you need to contact Microsoft Product Support, this will help you give us the specific information we need to identify the problem. Saving STOP message information to file is enabled by default in Windows NT Server. However, for Windows NT Workstation, you must enable the option manually. This must be done prior to encountering a fatal error for the information to be recorded. To enable this feature, follow these steps: 1. In the System component of Control Panel, click the Recovery button. 2. Select the Write Debugging Information To check box. 3. Click OK until you are asked to restart the computer. NOTE: The paging file must be at least as large as the amount of physical RAM that is installed in your computer, plus at least one megabyte (example: 32 megabytes of RAM is equal to a 33megabyte paging file). Nominally, the paging file should be 11

The support professional will explain how to place your file on the FTP server. you can redirect the dump file to another location that has enough free space.microsoft.dmp file to tape using NTBackup and mail the tape to the support professional. the support professional may be able to use Remote Access Service (RAS) to access your computer and examine or copy the Memory. Create a temporary user account that a Microsoft support professional can use when accessing the Memory. On another server. Memory. describe the STOP message to the support professional and explain that you have a dump file.133. 'moreinformation'). You may be asked to send your Memory.dmp file.0. .com. The server TCP/IP address is: 207. create a share and give this new user account access to this share. If a STOP message appears and a Memory.dmp files usually compress significantly. • Copy the file to a writeable compact disc and mail it to the support professional. compress the file with an application such as PKZIP. If so. 2. or by changing the Write Debugging Information To path on the Startup/Shutdown tab in Windows NT 4. a Microsoft support professional may be able to debug the dump file. Use one of the following options to upload the file: • Send your compressed Memory.46.140 • Back up your Memory. Follow these steps to prepare your computer for a Microsoft Support Professional to access it with RAS: 1. If there is not enough free space on the %SystemRoot% drive. the memory dump file is written to the %SystemRoot%\Memory. Blue Screen Preparation Before Contacting Microsoft Memory.dmp file to Microsoft if the support professional is not able to solve the problem over the phone. The paging file must reside in the active partition.dmp File loadTOCNode(2. Call Microsoft Product Support.dmp file.dmp file by FTP to ftp. • If none of the above options are feasible. You can do this by changing the Dump File path in the Startup and Recovery options in Windows 2000 and Microsoft Windows XP.dmp file is created.dmp file. This requires FTP access to the Internet.megabytes larger than physical memory. By default. There must be enough free space in the selected location to write the memory dump file.

and phone number for the modem line.blg) to a comma-separated values (. You can use the Relog. such as a Microsoft Windows NT 4. 'moreinformation'). Give the support professional the user name. Allow the support professional user ID access to dial in to the RAS server. and you can run these tools from a command prompt. share name. server name.0 log to a Windows XP log. Relog. install RAS on an Windows NT Server or Workstation. Copy the newly created Memory. 5. If you don't have RAS installed at your site. If you do this. create the new network share on this computer and copy the Memory. Description of the Windows XP Logman. Relog. If Sample_Log is the name of an existing performance log on the local computer. domain name.exe.csv) file.exe tool to: • Remotely start and stop log file data collections from a central location by specifying the remote computer name. • Query currently-running logs and traces. For security. and then create a new log file that is based on specified counters.dmp file to this new share. and Typeperf. All of these tools are included in all versions of Microsoft Windows XP (excluding Windows XP Home Edition).exe. • Configure a data collection on one computer and then copy that configuration to multiple computers from a central location. Logman. password. • Resample a log file. 'moreinformation').exe loadTOCNode(2. 'moreinformation').dmp file there. . not the network. You can use the Logman.exe loadTOCNode(2. or a binary log file (. and Typeperf.exe tool to: • Convert a log from one type to another.exe command-line tools you can use in conjunction with. 6. a time period. the logman start Sample_Log command starts the log. 'moreinformation').exe.3. System Monitor and the Performance Logs and Alerts snap-in. Example loadTOCNode(3.exe Tools: This article contains a description of the Windows XP Logman. or a sampling interval. or separate from. Example loadTOCNode(3.exe. 4. Relog. you can install RAS on a computer and allow remote clients to connect only to that computer.

When this is complete. there is little that you can do to control or configure them. 3. or missing device driver Mismatched cabling Out-of-date firmware or basic input/output system (BIOS) Incorrectly-configured root hub .exe tool to: • Write performance data to the command window or to a supported log file format.csv. try these methods first: 1. you would use the relog Win2k_log. visit the following Microsoft Web site: http://support.exe loadTOCNode(2. If the problem persists after you try these three methods. 2.microsoft.csv log file that is named Win2k_log. or visit the manufacturer's Web site to see whether a driver is available.To convert a Windows 2000 log file that is named Win2k_log to a . If you are not comfortable with advanced troubleshooting. Run Windows Update to obtain the latest fixes for Windows XP. you can trace most USB problems to one of the following conditions: • • • • • Malfunctioning or incorrectly-configured hardware Malfunctioning. you might want to ask someone for help or contact support. • Display all of the counters that are currently available on a particular local or remote computer. read the information that was included with the device. To output the Memory counter. Unplug and then plug in the device.microsoft. from a remote computer that is named "XPPRO".csv command. If the computer prompts you for a device driver. you can use the "Advanced troubleshooting" section to try to resolve the issue.blg -f CSV -o Win2k_log. Advanced troubleshooting tips for general USB problems in Windows XP This article describes advanced troubleshooting tips for universal serial bus (USB) devices in Windows XP If you have a problem with a USB device. Advanced troubleshooting loadTOCNode(2. Available Bytes. 'moreinformation'). 'moreinformation'). every 5 seconds. This section is intended for advanced computer users. you would use the typeperf "Memory\Available Bytes" -s XPPRO -si 00:05 command. However.com/contactus/ (http://support. Example loadTOCNode(3. For information about how to do this. incorrectly-configured. You can use the Typeperf. plug in the device to see whether it is installed correctly.com/contactus/) Because USB devices are Plug and Play devices. Typeperf. 'moreinformation').

If the root hub is displayed with an exclamation point (!) in a yellow circle. verify that the BIOS is assigning an interrupt request (IRQ) to the root USB controller. Low-speed cables differ from high-speed cables primarily in their shielding. malfunctioning or incorrectly-configured firmware. click the following article number to view the article in the Microsoft Knowledge Base: 133240 (http://support. 'moreinformation').com/kb/133240/ ) Troubleshooting device conflicts with Device Manager If no devices work when you plug the devices into the root hub. If you plug a high-speed device into a low-speed cable. Many hardware problems (such as high or low power. In most of these instances. If the computer prompts you for a device driver.microsoft. USB devices can draw a maximum of 500 milliamps for each connection. unplug the device from the hub. 'moreinformation'). This is required for the device driver to be loaded. the port never becomes active. In addition. and then plug the device directly into the root hub. Typically. Mismatched cabling loadTOCNode(2. it causes the computer to stop responding (hang). There are two types of USB cables. Verify the USB chain is working correctly to be certain that a device that requires the ability to draw .You can use the following troubleshooting tips to check for each of these conditions to help you resolve USB device issues. or missing device driver loadTOCNode(2. If the device is plugged into a secondary hub. and so on) can cause issues to occur. check with the manufacturer of the device to determine whether a driver is available. you can cause signal distortion over long distances. For more information about how to use Device Manager to troubleshoot hardware issues. When you plug in a USB device. high speed and low speed. you must physically turn off the computer and turn it back on to reset the bus. Malfunctioning or incorrectly-configured hardware loadTOCNode(2. if you plug a malfunctioning or incorrectly-configured device into a USB port. incorrectly-configured. Check Device Manager to be certain that the root hub is functioning correctly. Be aware that it may be more difficult to identify which device is malfunctioning or is configured incorrectly. the specification recommends that the computer should be able to disable that specific port until the computer power is cycled (this is known as "suspending" the port). if the device draws less than 50 milliamps. try to plug the device into that computer to see whether you encounter the same issue. If another computer that you know is working correctly is available. the computer should load and then configure the device without ever requesting a device driver (assuming that the device falls within the defined and supplied class drivers). bandwidth shortage. Check the Power tab in USB Root Hub properties to check the power usage of the USB bus. If a device tries to draw more power than this. Malfunctioning. verify that the power requirements of the bus are not being exceeded. 'moreinformation').

0 hub that is connected to a Windows XP-based computer. 6. The symptoms of malfunctioning or incorrectly-configured firmware might be unusual. The USB device's firmware contains all information about the device. Remove and reinstall all USB controllers loadTOCNode(2. Incorrectly-configured root hub loadTOCNode(2. Make sure that you have the most up-to-date firmware that is available for both your computer's BIOS and each device. • When you plug a USB mouse into a USB 2. verify that you have the most up-to-date firmware for that device. However. This behavior may occur because of a timing issue that prevents a USB mouse from . 'moreinformation'). 4. The second device is displayed with an exclamation point in a yellow circle in Device Manager. 2. the device becomes available again. Also. 'moreinformation'). and usually IRQ 9 is assigned. Right-click every device under the Universal Serial Bus controllers node. The device may work correctly. 3. 7. and then click OK. This issue is common with USB printers and modems. Plug in the removable USB storage device. Typically.cpl in the Open box. and then adds a second device for which there seems to be no driver. the USB mouse is not detected. the USB mouse is not detected. To remove and reinstall all USB controllers. If the hub is a powered hub. Click the Hardware tab. However. and then reinstall the USB controllers. 5. 'cause'). 'moreinformation'). verify that the power supply for that hub is configured correctly. you cannot remove the "ghost" device until you unplug the parent device that seems to have generated the ghost device. follow these steps: 1. you may be able to resolve this issue by updating the firmware or the device driver for that device. A similar issue that has the same cause occurs when a device loads a device driver.0 hub is not detected by Windows XP You may experience one of the following symptoms: • When you start a Microsoft Windows XP-based computer that uses a universal serial bus (USB) mouse that is connected to a USB 2. the device may be displayed as a second instance of that device. type sysdm. The key to all USB devices is the firmware.0 hub. Expand Universal Serial Bus controllers. If you see duplicates of a device. The IRQ line is assigned in the computer's BIOS. click Run. A USB mouse that is connected to a USB 2. A port is not reset until all descriptors in the firmware have been loaded and verified by the root hub.power from the hub is not plugged into the chain on the other side of a non-powered hub. loadTOCNode(1. This causes that hub and all devices down the chain to be suspended. Click the Device Manager button. and then click Uninstall to remove them one at a time. Restart the computer. USB controllers require that an IRQ be assigned. Click Start. and then test to make sure that the issue is resolved. when you remove and then re-add a USB device. and load itself as such in Device Manager. This is important because it applies to items such as printers and modems. Out-of-date firmware or BIOS loadTOCNode(2.

expand Universal Serial Bus controllers.exe has encountered a problem and needs to close. loadTOCNode(1. Note Some earlier motherboard versions do not support USB 2. If the USB mouse is still not detected.exe has encountered a problem" error message. 4.0. This problem occurs when the following conditions are true: • You unplug the USB device from your computer while the USB service for that device is being stopped. and then click OK. 'workaround'). To do this. visit the following Web site: http://support. 2.microsoft. restart your Windows XP-based computer. To work around this behavior. In Device Manager. verify that a "This device is working properly" message exists in the Device status area. unplug the USB mouse from the USB hub. If the USB hub driver is not working correctly. 'cause'). On the General tab.com/gp/vendors/en-us) Microsoft provides third-party contact information to help you find technical support. follow these steps: 1. and then plug the mouse into the hub again. you may experience one of the following symptoms: • You receive the following error message: Rundll32. type Devmgmt.microsoft. If the USB mouse is still not detected and if you do not require the USB hub to connect other USB devices.msc. You receive a "Rundll32. For information about your hardware manufacturer. This contact information may change without notice. Microsoft does not guarantee the accuracy of this thirdparty contact information.com/gp/vendors/en-us (http://support. plug the USB mouse directly into the computer. Click Start. and then click Properties. a yellow circle that contains an exclamation mark appears on the device name. An update that adds support for USB 2. • The wrong USB device is removed even though the USB device that you specified is still connected to your computer. Right-click USB Root Hub. or the wrong USB device is removed when you try to remove a USB device on a Windows XP-based computer When you use the Safely Remove Hardware program to remove a universal serial bus (USB) device. • You unplug the USB device before you receive confirmation . If the mouse is still not detected.being detected by Windows XP. Contact the manufacturer of your motherboard for more information about BIOS updates.0 may be available for your motherboard BIOS. verify that the USB hub driver is installed and running correctly. We are sorry for the inconvenience. loadTOCNode(1. 3. click Run.

. you avoid the risk of data loss and the risk that the computer or the device will malfunction as the result of an unsafe removal procedure. When you unplug the USB device before you receive this confirmation. When you correctly remove a device from the computer. 'status'). Therefore. the computer cannot find the USB device that you specified in the Safely Remove Hardware program. loadTOCNode(1. 'moreinformation'). Make sure that you use either the Add/Remove Hardware wizard or the Safely Remove Hardware icon in the notification area to remove a USB device from Device Manager before you physically unplug it from your computer. Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section. or the computer removes a different USB device.from the Safely Remove Hardware program that the service is stopped and that the device is removed from Device Manager. loadTOCNode(1. the computer generates the error message that is mentioned in the "Symptoms" section.