• 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 error messages

Write down errors (if displayed) and any open programs when the error occurred.

Program Locked

1. When a 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 Common area / Recently installed software.

2. 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 all 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 Common area / Recently installed software.

3. Use Problem Reports and Solutions.

   Use the Problem Reports and Solutions utility to report the problem to Microsoft and receive a possible solution.

   Additional Information can be located at:
   http://technet2.microsoft.com/WindowsVista/en/library/03a97dba-6b24-42c7-81f0-fb751f6e839d1033.mspx

Operating System Locking

1. 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.

2. 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.
   7. If a program is causing the problem or a lockup, go to If a program is or appears to be frozen.

3. Use System File Checker.

   You can use the SFC.exe program to help you troubleshoot crashes that occur in the user mode part of Windows Vista. These crashes may be related to missing or damaged operating system files.

   If you suspect that there may be a problem with your files, run the System File Checker tool to scan your protected system files and verify their versions. If System File Checker finds a protected file has been damaged or overwritten, it replaces it with the correct file from its cache. You may need to provide your Windows DVD if System File Checker needs files that are not held in the cache.

   The SFC.exe program performs the following operations:
   

   
   
   • It verifies that non-configurable Windows Vista system files have not changed. Also, it verifies that these files match the operating system's definition of which files are expected to be installed on the computer.
   • It repairs non-configurable Windows Vista system files, when it is possible.

   Run System File Checker:

   1. Click Start, in the Start Search box, type cmd.
   2. From the Programs list above, right-click cmd.exe, and then select Run as administrator.
   3. At the UAC screen, enter the administrator password or click continue.
   4. At the prompt, type sfc /scannow.

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   5. System File Checker starts running. The time required to run is dependant on size of drive and amount of files.

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   6. When completed, type: Exit at the prompt, then press Enter.

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   7. The CMD.exe dialog box closes Restart the computer.

4. Use the Reliability Monitor.

   Use Reliability Monitor to view system stability and trends.

Common Steps

1. Replicate in Safe Mode.
1. Boot into Safe Mode.

2. Try to replicate the problem.
3. If the problem can be replicated and it is associated with software, follow Recently installed Software.
4. If the problem can be replicated and it is associated with a driver, follow Run Device Driver Roll Back.
5. If the problem can be replicated, but you are still unsure if it is software or hardware related, continue with Run Anti-virus/spyware/malware scan.
2. 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"). If the program does not have an Uninstall feature, go to step 3.
3. Uninstall program using Add or Remove Programs.

Removing an Update, Service Pack, or Hot fix:

1. Click the Start button. In the Start Search box, type: Program.
2. From the list above, select Programs and Features.
3. Under Tasks on the left-hand side, click on View installed updates.

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4. Click on the update to be removed, then click Uninstall.

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5. At the Uninstall an update prompt - Are you sure you want to uninstall this update? Click Yes.

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6. Click Continue at the User Account Control prompt.
7. A window will appear stating the update is being uninstalled.

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8. Close Programs and Features.

Removing a program

1. Click the Start button. In the Start Search box, type: Program.
2. From the list above, select Programs and Features.
3. Click on program to be removed, then click Uninstall or Uninstall/Change.

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4. At User Account Control prompt, click continue.

Note: The program may have to go through the "Install" feature to uninstall itself.

5. Click Yes, OK, or Next to any prompts received.

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6. If prompted to repair or remove, select Remove.

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7. Click Yes, OK, or Next to any prompts received.

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8. The program may or may not have a status bar indicating the progress.

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9. When the program has finished uninstalling, you may or may not be prompted to click Finish.

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10. Close Programs and Features.
4. Restart the computer.
5. Re-Install the software by following the installation instructions for the program.
6. Run the program you were having problems with, and If problems still occur, contact the software vendor.
3. 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.

4. 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.

5. Run Microsoft Update from http://www.update.microsoft.com.

6. 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 Windows Vista - Hard Drive with Low Disk Space checklist.

7. Run Windows Memory Diagnostic Tool.

The Windows Memory Diagnostic Tool tests the Random Access Memory (RAM) on the computer for errors. The diagnostic includes a comprehensive set of memory tests. If you are experiencing problems while running Windows, you can use the diagnostic to determine whether the problems are caused by failing hardware, such as RAM or the memory system of your motherboard.

The Windows Memory Diagnostic Tool is a boot application requiring a restart. Testing is performed outside of Windows. The following list contains several common ways to start the Windows Memory Diagnostic Tool:

• Windows Memory Diagnostic Tool from within Windows Vista
• Windows Memory Diagnostic Tool from the Windows Vista backup media
• Windows Memory Diagnostic Tool from the Windows Recovery Environment (WinRE)
8. Run Chkdsk Error-Checking.

9. Run Disk Defragmenter.

10. Run System Restore.

If following the above procedures did not resolve your problem, please contact Gateway through one of the following methods:

• Chat support
• Email support
• Phone support
• Answers By Gateway
• International support