Computer Stops Responding at the Windows is Shutting Down Splash Screen

Affected Products: Astro Series, Profile™ Series
Affected Operating Systems: Windows® 98 SE

ISSUE: On the all in one Astro computer or on the Profile 2, the computer stops responding while on the "Windows is shutting down" screen or does not shut down properly. The computer does not respond to any keystrokes. This issue is intermittent and may not happen every time the computer is shut down. Either of the following two characteristics can be observed at the point the computer stops responding:
  • If you disconnect the USB Keyboard from the computer, the computer continues to shut down.
  • If disconnecting the keyboard does not affect the shut down process, the computer must be shut down by holding in the Power button for five seconds or longer.

RESOLUTION: Download and install the USB Keyboard patch filename 7508097.exe. This file is located on the Gateway Web site.

When the patch is downloaded and extracted, perform the following steps for installation:

  1. From the extracted files, locate and double-click the Setup.exe file to begin the installation.

  2. In the Welcome dialog box, click Next.

  3. In the Start Installation dialog box, click Next.

  4. Files are copied, and the registry is updated. Click Finish to complete setup and to return to the desktop.