Microsoft KB Archive/927334

= When you try to shut down or restart a computer that is running an x64-based version of Windows, the computer may stop responding =

Article ID: 927334

Article Last Modified on 10/11/2007

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APPLIES TO


 * Microsoft Windows Server 2003 R2 Standard x64 Edition
 * Microsoft Windows Server 2003 R2 Enterprise x64 Edition
 * Microsoft Windows Server 2003 R2 Datacenter x64 Edition
 * Microsoft Windows XP Professional x64 Edition
 * Microsoft Windows Server 2003, Datacenter x64 Edition
 * Microsoft Windows Server 2003, Enterprise x64 Edition
 * Microsoft Windows Server 2003, Standard x64 Edition

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SYMPTOMS
When you try to shut down or restart a computer that is running an x64-based version of Microsoft Windows, the computer may stop responding. You do not receive an error message. However, you may experience one of the following symptoms:
 * The Windows background screen and the pointer still appear. However, the pointer does not move when you move the mouse.
 * Only a blank screen is visible.



CAUSE
The problem may occur if the Windows hardware abstraction layer (HAL) interrupts a user-mode thread when the HAL runs code at privilege level 0. This behavior may cause an incorrect value in the GS selector base address register. This incorrect value may cause a general protection fault (GPF) violation. The GPF violation causes the computer to stop responding.



Service pack information
To resolve this problem, obtain the latest service pack for Windows Server 2003. For more information, click the following article number to view the article in the Microsoft Knowledge Base:

889100 How to obtain the latest service pack for Windows Server 2003

Prerequisites
To apply this hotfix, the computer must be running an x64-based version of Windows.

Restart requirement
You must restart the computer after you apply this hotfix.

Hotfix replacement information
This hotfix does not replace a previously released hotfix.

File information
The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in Coordinated Universal Time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time item in Control Panel.



STATUS
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the &quot;Applies to&quot; section. This problem was first corrected in Windows Server 2003 Service Pack 2.



MORE INFORMATION
For more information, click the following article numbers to view the articles in the Microsoft Knowledge Base:

816915 New file naming schema for Microsoft Windows software update packages

824684 Description of the standard terminology that is used to describe Microsoft software updates

Technical support for x64-based versions of Microsoft Windows
If your hardware came with a Microsoft Windows x64 edition already installed, your hardware manufacturer provides technical support and assistance for the Windows x64 edition. In this case, your hardware manufacturer provides support because a Windows x64 edition was included with your hardware. Your hardware manufacturer might have customized the Windows x64 edition installation by using unique components. Unique components might include specific device drivers or might include optional settings to maximize the performance of the hardware. Microsoft will provide reasonable-effort assistance if you need technical help with a Windows x64 edition. However, you might have to contact your manufacturer directly. Your manufacturer is best qualified to support the software that your manufacturer installed on the hardware. If you purchased a Windows x64 edition such as a Microsoft Windows Server 2003 x64 edition separately, contact Microsoft for technical support.

For product information about Microsoft Windows XP Professional x64 Edition, visit the following Microsoft Web site:

http://www.microsoft.com/windowsxp/64bit/default.mspx

For product information about x64-based versions of Microsoft Windows Server 2003, visit the following Microsoft Web site:

http://www.microsoft.com/windowsserver2003/64bit/x64/default.mspx

Additional query words: Winx64 Windowsx64 64bit 64-bit

Keywords: kbfix kbqfe kbprb kbexpertiseinter kbhotfixserver kbwinserv2003presp2fix kbwinserv2003sp2fix KB927334

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