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Using Windows 98 Maintaining Your Computer

Windows Shutdown Troubleshoouting TIPS

 

Shutdown problems in Windows 95, Windows 98, and Windows Millennium Edition can be caused by many factors including, but not limited to: a damaged exit sound file; incorrectly configured or damaged hardware; conflicting programs, or an incompatible, damaged, or conflicting device driver. This article can be used to troubleshoot the possible causes.
Microsoft has acknowledged a shutdown and restart problem in Windows Millennium. 
Special Discussion of some Windows Millennium Edition shutdown problems and a possible Registry patch for them.
Step1 DISABLE FAST SHUTDOWN (For Windows 98 only.)
Launch MSCONFIG. 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 the box is missing in Windows 98 SE, it means you have already applied the Shutdown Patch, which has permanently disabled Fast Shutdown and then removed the box.) Click OK, then OK again. Test Windows shut down by restarting the computer. (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 shut down.") Disabling fast shutdown may solve the problem; but if it doesn't, go on to SECOND STEP.
Step2 STARTUP/SHUTDOWN TROUBLESHOOTING WIZARD
A shutdown troubleshooter is built right into Windows 98 and Windows ME as well. It will take you through many, but not all, of the steps recommended below. Some people 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).
 Microsoft also has an on-line version of this Startup/Shutdown Troubleshooting Wizard.
You can try one or the other version of this troubleshooter as your next option if you wish; or simply continue through the steps that follow.
Step3 RULE OUT DAMAGED EXIT SOUND FILE
In Control Panel, double-click Sounds (or Sounds & Multimedia). In the Events box, click Exit Windows. In the Name box, click None. Click OK. Test Windows shut down. If Windows does not hang, the problem may be a corrupt sound file. Restore the file from your Windows disk or wherever you obtained it and then test Windows shut down.
  An interesting variation on this issue: One online correspondent has found (in Windows Millennium) that when he had a shutdown problem and no Exit Windows sound, the problem was resolved by adding one! If this describes your situation -- give it a try!
Step4 RULE OUT CLOGGED TEMPORARY FILE FOLDERS
Manually deleting the contents of various temporary file folders may solve 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.
Step5 RULE OUT AUTOEXEC.BAT or CONFIG.SYS COMMAND LINE PROBLEMS
(If there is neither an AUTOEXEC.BAT nor CONFIG.SYS file, or if both are empty, go to SIXTH STEP. Otherwise:) FOR WIN95/98: Rename AUTOEXEC.BAT and CONFIG.SYS to AUTOEXEC.TMP and CONFIG.TMP. FOR WINDOWS ME: Launch MSCONFIG, click Selective Startup, uncheck the box Load Environment Variables. After doing one of these procedures, test Windows shut down. If it hangs, rename the files to the original names, or or reset MSCONFIG to its prior status, and go to SIXTH STEP. 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 each of the following prompts if it occurs (press N for any other prompts):
a.. Load DoubleSpace driver
b.. Process the system registry
c.. DEVICE=C:\WINDOWS\HIMEM.SYS
d.. DEVICE=C:\WINDOWS\IFSHLP.SYS
e.. Load the Windows graphical user interface
f.. Load all Windows drivers
NOTE FOR WIN 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 difference. However, if you follow the instructions literally, and keep your common sense awake, you should be able to do this just fine.
After Windows finishes loading, test Windows shut down. If the system hangs, go to SIXTH STEP. If it shuts down properly, the problem may be caused by a command line in the AUTOEXEC.BAT or CONFIG.SYS file.
To determine which line is causing the problem, follow these steps: Restart Windows, bringing up the Boot Menu as before. Press Y for each of the prompts listed above, plus one additional command. Press N for all other prompts. (You will cycle through the additional lines, selecting a different additional command each time until you have gone through them all.) Each time, after Windows finishes loading, test Windows shut down. Repeat the above until the shutdown problem occurs.
When the shutdown problem occurs, you have identified the command causing the problem. Disable the command (using SYSEDIT to edit the file containing the command, or, in Win98, MSCONFIG to remove the check mark in front of the problematic item).
Step6 RULE OUT VIRTUAL DEVICE DRIVER / SYSTEM.INI PROBLEMS
Launch SYSEDIT. Click on the SYSTEM.INI window. Examine the section [386Enh] and place a semicolon (;) at the beginning of each line that begins with "DEVICE=" and ends with ".386." Save the changes and exit SYSEDIT. (NOTE: In Win98 and Win ME, you can use MSCONFIG and merely uncheck such lines in the [386Enh] section.) Reboot, then test Windows shut down. If Windows hangs, restore the SYSTEM.INI file to its original configuration. If Windows does not hang during shutdown, a virtual device driver may be causing the problem. Contact the driver's manufacturer for assistance.
Step7 RULE OUT WIN.INI COMMAND LINE PROBLEMS
Launch SYSEDIT. Click on the WIN.INI window and look for any lines beginning with LOAD= or RUN=. Place a semicolon (;) at the beginning of these lines if they have entries following the equal (=) sign. Save the changes to the WIN.INI file and exit SYSEDIT. (NOTE: In Win98 and Win ME, you can use MSCONFIG 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 shut down. If Windows continues to hang, 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 MSCONFIG). After each program is enabled, test Windows shut down.
Step8 RULE OUT PROGRAMS LOADED FROM STARTUP FOLDER
Restart Windows without any Startup folder programs loading.
FOR WIN98 or ME: Use MSCONFIG. 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 Windows 95 finishes loading.
After doing one of these procedures, test Windows shut down. If Windows hangs, go to NINTH STEP. If Windows shuts down properly, determine the culprit by ruling out the programs one-by-one:
FOR WIN98 or ME: Use MSCONFIG. On the Startup tab, place a check mark next to the first program item listed. Click OK, then OK. FOR WIN95: Manually remove all but one of the shortcut icons from the Startup folder.
FOR ALL VERSIONS OF WINDOWS: Test Windows shutdown. If Windows shuts down properly, then the program that remained is not causing the problem. Restore another startup program per the appropriate method above. After each program is restored, test Windows shut down. Continue re-enabling programs until you either find the problem program (there may be more than one) or all programs have been restored.
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,
a.. Items in the Startup folder not loaded
b.. Startup programs normally launched from the Registry are not launched
c.. Only basic system drivers are used -- protected mode drivers normally launched from the Registry are not launched
d.. CONFIG.SYS or AUTOEXEC.BAT (already tested above) are not executed
e.. The [boot] and [386Enh] sections of SYSTEM.INI (already tested above) are not executed (except that Load= and Run= lines are processed
f.. Programs listed on Load= and Run= lines in the [windows] section of WIN.INI, however, are not launched
g.. HIMEM.SYS is loaded with the /testmem:on switch and all other switches suppressed
h.. IFSHLP.SYS is still loaded
i.. Dblbuff.sys (if present) is loaded with the /d+ switch 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 items 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 must 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.)
Step9 RULE OUT EMM386-RELATED MEMORY CONFLICTS
(For Win95/98 only.)
A memory conflict sometimes exists when Emm386.exe is not loaded from the CONFIG.SYS file. To test for this, launch SYSEDIT. 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=C:\WINDOWS\HIMEM.SYS
DEVICE=C:\WINDOWS\EMM386.EXE NOEMS X=A000-F7FF
DOS=HIGH,UMB
If you do not have a CONFIG.SYS file, create one with these three lines. Save the modified CONFIG.SYS and close SYSEDIT. Reboot, then test Windows shut down. If the system hangs, restore your CONFIG.SYS file to its original configuration. If it shuts down properly, see the following Microsoft Knowledge Base article: "Locating and Excluding RAM/ROM Addresses in the UMA"
Step10 RULE OUT ADVANCED POWER MANAGEMENT (APM) PROBLEMS
(Not all computers have APM features. If yours is one of them, go to ELEVENTH STEP. Otherwise:) Right-click on My Computer, select Properties, and click the Device Manager tab. Double-click the System Devices branch to expand it. Double-click Advanced 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. (NOTE: This box does not exist in Win98 SE. Disable APM from Control Panel | Power.) Reboot, then test Windows shut down. 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 Microsoft 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, PMTShoot, or Power Management Troubleshooter. The latest version (which is much better than the one shipped with Windows) can be downloaded here.
Step11 RULE OUT WINDOWS FILE SYSTEM SETTINGS
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 shut down. 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 Windows shut down after each change to identify which item is the problem.
Step12 RULE OUT WINDOWS DEVICE DRIVER PROBLEMS
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 the 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 clear 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: "Windows 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 shut down. If Windows hangs, go to THIRTEENTH STEP. If Windows shuts down properly, the problem may be caused by a Windows device driver or a device installed in your computer that is configured incorrectly or is not functioning properly.
To determine which device driver or device is causing the problem, go back into Device Manager. Double-click a device that you disabled in step E above, then click the Test Configuration check box to select it. When prompted to restart Windows, click Yes. Test Windows shut down. Repeat this with each device until 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 isn't 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 again loaded in memory and the shutdown problem returns.
If Windows continues to hang on shutdown after you complete steps the above steps, reinstall Windows to a different folder to rule out the possibility of damaged files. If your computer has a Plug and Play BIOS, reinstall Windows using 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 it, your computer may have faulty hardware or faulty system components including RAM, the CPU, the motherboard or an internal or external cache. Contact your
computer's manufacturer for assistance.
Step13 USE BOOTLOG.TXT TO IDENTIFY THE PROBLEM
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 load fully and then reboot normally. Examine C:\BOOTLOG.TXT for "Terminate=" entries. These entries are located at the end of the file and may provide clues as to the cause of the problem. Each "Terminate=" entry should have a matching "EndTerminate=" entry on a successful shutdown. If the last line in the BOOTLOG.TXT file is "EndTerminate=KERNEL," Windows shut down successfully.
NOTE: For Win98 SE, if the BOOTLOG.TXT file ends on "EndTerminate=KERNEL" and the computer 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 below. (Tip from Allan Smith.) If the last line in BOOTLOG.TXT is one of the following entries, check the listed possible cause:
Terminate=Query Drivers: Possible QEMM or other memory manager issue.
Possible defective memory chips or damaged files. Possible need to reinstall Windows.
Terminate=Unload Network: Possible conflict with real-mode network driver in CONFIG.SYS file.
Terminate=Reset Display: Display problem. Disable video shadowing (in your CMOS properties). You may also need an updated video driver. 
Terminate=RIT: Timer-related problems with the sound card or an old mouse driver. You may need to install updated drivers for these devices.
Terminate=Win32: Problem with a 32-bit program blocking a thread. An application is not shutting down properly. Try closing all programs before you shut down Windows.
Step14 RULE OUT INTERNAL SYSTEM PROBLEM
(For Win98 only.) Launch MSCONFIG. On the General tab, click Advanced. Under Settings, click to clear the following check boxes: (1) Disable System ROM Breakpoint; (2) Disable Virtual 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 correctly. 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.
Step15 OTHER SOLUTIONS
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=speaker.drv" line in the SYSTEM.INI file, then restart the computer.
BIOS EXPECTS IRQ 12 TO BE USED 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 as 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 reserve an IRQ with Device Manager: Right click on My Computer and select Properties, click the Device Mangager tab, double-click Computer. On the Reserve Resources tab, click the Interrupt Request (IRQ) option, and then click Add. In the Value box, click the IRQ you want to reserve. Click OK until you return to Control Panel.
NETWORK CARD 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 Computer, click on Properties, click on Device Manager, double-click on Network Adapters, double-click the first device in the list, select the "Disable in this hardware profile" check box, then click OK; repeat for each device listed 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 Manager. 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. (This has been known to work in at least one case in Win98 SE, and should be tried for other versions of Windows9x also.) 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 their 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).
ANTIVIRUS SOFTWARE PROBLEMS
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.
DISABLED NUMERIC DATA PROCESSOR 
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 Settings tab. Make sure "Never use the numeric data processor" is NOT selected at the bottom.
RETURN CMOS TO FACTORY SETTINGS?
If the previous steps do not resolve the problem, try resetting CMOS settings back to factory defaults. For information about changing CMOS settings in your computer, consult the computer's documentation or manufacturer. 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!

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