Gateway Support - Windows XP - Lockups \ Hangs \ Stops Responding

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Windows XP - Lockups \ Hangs \ Stops Responding

Purpose

System lock-ups cannot be intermittent and can therefore be very difficult to diagnose. Solving lock-ups requires a patient, systematic process of elimination to troubleshoot. These problems can be caused by hardware or software, so it is very important to note any newly added options, programs, or updates. It is important to note that removing newly installed software may not remove all of the components installed. It may be necessary to reload the operating system to remedy the cause of the lock-ups.

A Lockup, hang, or freeze (these terms are used interchangeably throughout this document) is when the computer stops responding to given input commands. This could be caused by a variety of software or hardware related problems, to include:

Operating system software
Installed software programs
System resources
Memory resources
Bad or failing devices
Device drivers
Video
Bad or failing motherboard

Typical Symptoms

Program not responding
Program title bar shows (Not Responding)
Pop-up message appears stating a program has encountered a problem and needs to close.
Error message that the computer has recovered from a serious error.
Error message that the computer has encountered an error, and then locks.
Mouse not responding
Keyboard not responding

Notes

Do not restart the computer until told to do so.
Due to this type of error possibly being intermittent, restarting the computer usually returns it to a functional state, and proper documentation and pre-troubleshooting steps may not be completed.
This checklist works best if the problem can be replicated. Most often, just restarting the computer will be enough to return it to a functional state.
Running more than one antivirus program is not recommended. If running more than one antivirus program, remove one of the antivirus programs.

Determine if it is the operating system or a program that is locked.

The following can indicate a program is frozen:

Input to the program is not accepted:
- The title bar will show (Not Responding) - for a prolonged period of 2 or more minutes
- A dialog box is displayed indicating the program has stopped responding

The following can indicate if the operating system is frozen:

Press Caps Lock once, and wait 10 seconds to see if the Caps Lock indicator light comes on
Move the mouse, and wait 10 seconds to see if the cursor moves

Write down errors (if displayed) and any open programs when the error occured.
Frozen program is not accepting input and no errors are displayed.
1. Close other programs that are open, and wait about 30 seconds.
2. Click on the program title bar, and wait about 30 seconds.
3. Try to do something within the program.
4. Press the Ctrl+Alt+Del keys to enter Task Manager.
5. Click the Applications tab.
6. Look for the task that is frozen.
7. Select the task by clicking on it, then click End Task.
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8. At the End Program prompt, click End Now.
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9. Make sure all programs are closed.
10. Restart computer.
11. Run the program that was frozen.
12. If program freezes again, redo this procedure but do not start the program again.
13. Go to Remove recently installed software.
Program title bar shows (Not Responding)
Note: This does not necessarily mean the program is frozen. It could be just a delay in sending and receiving commands from the operating system.
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1. Close other programs that are open, and wait about 30 seconds.
2. Click on the program title bar, and wait about 30 seconds.
3. Try to do something within the program.
4. Press the Ctrl+Alt+Del keys to enter Task Manager.
5. Click the Applications tab.
6. Check for task that are "Not Responding."
7. If a program is not responding, highlight the task, and click End Task.
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8. At the End Program prompt, click End Now.
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9. Make sure all programs are closed.
10. Restart computer.
11. Run the program that was frozen.
12. If program freezes again, redo this procedure but do not start the program again.
13. Go to Remove recently installed software.
Dialog box indicates program needs to close.
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1. Document program encountering the problem.
2. Click Don't Send.
3. If you receive more prompts to end the program, follow the prompts.
4. After stopping the task, close all programs.
5. Restart computer.
6. Run the program that closed.
7. If program closes again, redo this procedure but do not start the program again.
8. Go to Remove recently installed software.
Make sure computer is not in "Hibernate" power management state.
Note: If you can see video (although it may not be functioning), you are not in hibernate. This step can be skipped.
If the computer is in a hibernate state, it will appear as if it is turned off. Following the steps below will bring it out of this state.
1. Press and release the power button (do not hold the power button).
2. If computer is in Hibernate power management state, upon restart, it will display "Resuming Windows" and a scrolling bar.
Restart "Frozen" computer.
Note: After restarting the computer, it may perform without further incident.
1. Since the computer is frozen, perform a hard restart. Press the power button until the system shuts down, and wait about 30 seconds before continuing.
2. Restart the computer.
3. Upon restart, you may receive a menu stating "Windows did not start successfully."
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4. Select Last Known Good Configuration (your most recent settings that worked).
5. If Windows does not start, restart and select Start Windows Normally.
6. Once the computer is operational, replicate what previously caused the problem.
Run System File Checker:
1. Click Start, click Run, and type sfc /scannow.
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2. System File Checker starts running. The time required to run is depedant on size of drive and amount of files.
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3. When finished, the Windows File Protection screen will go away.
4. Restart computer.
Remove recently installed software.
Note: If a Windows update, Service Pack, or hot fix was installed, follow the procedure "Using add or Remove Programs".
1. Close all open programs.
2. Check the program documentation for proper uninstall procedures (Hint: Use the programs "Help" feature and search for "Uninstall").
3. If documentation is not available, use the programs "Uninstall" option.
4. Using Add or Remove Programs.
5. Restart the computer.
6. Re-Install the software by following the installation instructions for the program.
7. Run the program you were having problems with, and If problems still occur, contact the software vendor.
Run Device Driver Roll Back.
Device Driver Roll Back reinstalls the driver used previously and restores any driver settings that were changed when the new driver was added. It affects no other files or settings.

Note: Printer drivers cannot be restored with Device Driver Roll Back.
Use the following steps to roll back a driver.
1. Click Start, then click Control Panel.
2. In Control Panel, click Performance and Maintenance, and then click System.
3. In the System Properties dialog box, click the Hardware tab, and then click Device Manager.
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4. In Device Manager, select the device for which Roll Back Driver needs to be used. From the Action menu, click Properties.
  Note: Most entries in Device Manager have the Roll Back Driver feature. In this example, the Display adapter is used.
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5. In the properties dialog box for the selected device, click the Driver tab, and then click Roll Back Driver.
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6. When prompted to roll back the previous driver, click Yes.
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7. The driver is changed back to the previous driver. The Driver name, Driver Provider, Driver Date, Driver Version, and Digital Signer change to the corresponding driver. In the properties dialog box for the selected device, click Close.
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8. In the System Settings Change dialog box, to restart the computer, click Yes.
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Run scan for virus/spyware/malware.
1. Check for the latest updates, update definition files for the various tools used for virus, spyware, and malware scan.
2. Run scans for virus, spyware, and malware.
Run Microsoft Update from http://www.update.microsoft.com.
Check for low disk space.
Note: For optimal performance, it is best to have at least 20 percent of free hard disk space.
Go to the My hard drive is low on disk space checklist.
Run Chkdsk Error-Checking.
Run Disk Defragmenter.
Run System Restore.
Note: If no hardware or software has been added and System Restore is not applicable, continue troubleshooting.
If following the above procedures did not resolve your problem, please contact Gateway through one of the following methods:

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