Microsoft KB Archive/328129

= HOW TO: Troubleshoot Problems When You Are in a Standby or Hibernate State and When You Shut Down Your Computer in Windows Server 2003 =

Article ID: 328129

Article Last Modified on 2/28/2007

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APPLIES TO


 * Microsoft Windows Server 2003, Datacenter Edition (32-bit x86)
 * Microsoft Windows Server 2003, Enterprise Edition (32-bit x86)
 * Microsoft Windows Server 2003, Standard Edition (32-bit x86)
 * Microsoft Windows Server 2003, Web Edition

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This article was previously published under Q328129



IN THIS TASK
SUMMARY
 * Start Your Computer in Safe Mode
 * Access System Information
 * Save a Copy of the Drivers That Are Running
 * Save a Copy of the Services That Are Running
 * Compare the Drivers That Are Running
 * Create Two Profiles for Driver Issues
 * Troubleshoot Problems with Services
 * Create Two Profiles for Service Issues
 * Use a Parallel Installation to Troubleshoot the Shutdown Behavior

REFERENCES



SUMMARY
This article describes how to troubleshoot several modes that you can set on your Windows Server 2003-based computer. The following procedures that are described in this article must be performed by a member of the administrators group on a computer that is running WindowsServer 2003, Enterprise Edition.

You may experience one or more of the following symptoms:
 * When you try to shut down your Windows Server 2003-based computer, the computer may stop responding (hang), possibly on a black screen. Also, your computer may stop responding or may not power off when the shutdown procedure reaches the &quot;It is now safe to turn off your computer&quot; screen.
 * A Standby option does not appear when you try to shut down your computer.
 * When your computer is in Standby your computer may not respond or you may receive a stop 0x9F error message.
 * A Hibernate option does not appear when you try to shut down your computer, and a Hibernate tab does not appear in the Power Options tool in Control Panel.

NOTE: Both Standby and Hibernate are not available when you start your computer in Safe mode. This behavior is by design because the Standard Display Adapter (VGA) driver is loaded when you start your computer in Safe mode.

This behavior may occur if you have a third-party OEM device driver or service installed on your computer.

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Start Your Computer in Safe Mode
NOTE: The following procedure assumes that you can shut down your computer when it is in Safe mode. Sometimes a driver may become a lower filter driver or an upper filter driver for a driver that loads in Safe mode.In this scenario, your computer may not shut down when it is in Safe mode. If the problem occurs because of a service, start your computer in Safe mode, follow the steps in the &quot;How to Save a Copy of the Services That Are Running&quot; section of this article, and then follow the steps in the &quot;How to Troubleshoot a Service Problem&quot; section of this article.
 * 1) Start your computer in Safe mode.

To do so, restart your computer, press and hold down the F8 key, and then select Safe Mode on the Windows Server 2003 Startup Menu.
 * 1) Log on with administrative privileges.

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Access System Information

 * 1) Click Start, and then click Help and Support.
 * 2) Under Support Tasks, click Tools.
 * 3) In the left pane, expand Help and Support Center Tools, click Advanced System Information, and then click View detailed system information (Msinfo32.exe).

To access System Information on a remote computer, you must be a member of the Administrators group on the local computer or you must have been delegated the appropriate authority. If the computer is joined to a domain, members of the Domain Admins group might be able to perform this procedure. As a security best practice, consider using the run as command to perform this procedure.

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Save a Copy of the Drivers That Are Running

 * 1) Start System Information.
 * 2) Expand Software Environment, and then click System Drivers.
 * 3) Click Name to sort the drivers by name, and then click State to sort the column by state.

Note that all drivers that are running appear in alphabetical order.
 * 1) On the File menu, click Export.
 * 2) In the Save in box, click a file location.
 * 3) In the File name box, type the file name, and then click Save.

IMPORTANT: The information that you export from System Information may contain sensitive system data. It is important to safeguard this information and prevent unauthorized access to it.

NOTE: System Information is automatically refreshed before a file is saved.

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Save a Copy of the Services That Are Running

 * 1) Right-click My Computer, and then click Manage.
 * 2) Locate and expand Services and Applications.
 * 3) Click Services, and then click Details on the View menu.
 * 4) Click Status two times to sort the services by status with the started services at the top of the list.
 * 5) On the Action menu, click Export list.
 * 6) In the File name box, type services.
 * 7) In the Save as type box, click Text (Comma Delimited) (*.csv).
 * 8) Save the file on a disk or in another location, and then verify that the file is saved as Services.csv.
 * 9) Shut down your computer.

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Compare the Drivers That Are Running
To compare the drivers that are running to the drivers that were running in Safe mode:
 * 1) Restart your computer, log on, and then follow steps 1 through 5 in the &quot;Save a Copy of the Drivers That Are Running&quot; section in this article.
 * 2) Start Microsoft Excel or another spreadsheet program that can open comma-delimited text (.csv) files, and then open the Drivers.csv file that you saved when you started your computer in Safe mode.

Note that you may want to print this file on another computer if your computer does not have a spreadsheet program installed.
 * 1) Compare the list of drivers that are running on your computer with the list of drivers that were running on your computer in Safe mode.

Note that any third-party drivers that are running on your computer that were not running when your computer was in Safe mode may be causing this shutdown behavior.
 * 1) If you can identify any third-party OEM drivers that are running, try to remove the device drivers. You can also remove or disable the device in Device Manager.

Note that if you remove a Plug and Play device in Device Manager, Windows Server 2003 may redetect the device when you restart your computer. You may have to physically remove the hardware or rename the OEM installation .inf file for that device.
 * 1) When you install an OEM driver, the Windows Installer program copies the OEM Oemsetup.inf file to the %SystemRoot%\INF folder, and then renames the Oemsetup.inf file to OEM .inf, where   is an incremental number for each OEM driver that is installed.
 * 2) After you install the OEM driver, start Windows Explorer, and then temporarily move any %SystemRoot%\INF\Oem .inf files and Oem .pnf files to another location.

If you want to identify a specific Oem .inf file, you can open the file in Notepad.
 * 1) After you remove or turn off the device that is causing the shutdown behavior, restart your computer several times to verify that it shuts down correctly, and then contact the OEM manufacturer to report the behavior and ask if there are updated drivers available for the device.

NOTE: If you use the device that is causing the shutdown behavior only occasionally, create a new hardware profile that turns on the device when you start your computer. Set the device as Disabled in your default hardware profile, and set the problem device as Enabled in the new hardware profile.

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Create Two Profiles for Driver Issues
To set the device as Disabled in your default hardware profile, and then set the problem device as Enabled in the new hardware profile:
 * 1) Click Start, click Control Panel, and then click Systems.
 * 2) On the Hardware tab, click Hardware Profiles.
 * 3) To save a copy of the profile, click Copy, type no-shutdown in the To box, and then click OK.
 * 4) On the Hardware tab, click Device Manager.
 * 5) In Device Manager, right-click the device that is preventing your computer from shutting down, and then click Properties.
 * 6) Under Device Usage, click to select Do not use this device in the current hardware profile (disabled).

After you perform this procedure, your computer shuts down as expected when you start it with the default profile. When you want to use the device that causes the shutdown behavior, start your computer with the new, no-shutdown profile that has the device turned on.

If the shutdown problem is not caused by a device driver, the behavior may be caused by a third-party service. Troubleshoot the services in the same way that you troubleshot the drivers.

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Troubleshoot Problems with Services

 * 1) Restart your computer, log on, and then compare the services that are running with the services that were running when you started your computer in Safe mode.
 * 2) Click Start, right-click My Computer, and then click Manage.
 * 3) Expand Services and Applications.
 * 4) Click Services, and then click Detail on the View menu.
 * 5) Click Status two times to sort the services by status with the started services at the top of the list.
 * 6) Start Excel or another spreadsheet program that can open comma-delimited text files, and then open the Services.csv file that you saved.

Note that you may want to print this file on another computer if your computer does not have a spreadsheet program installed.
 * 1) Compare the list of services that are running on your computer with the list of services that were running in Safe mode.

Note that any third-party services that are running on your computer that were not running when your computer was in Safe mode may be causing this shutdown behavior.
 * 1) If you can identify third-party OEM services that are running, try to remove or disable the service.
 * 2) After you remove or disable the service that is causing the shutdown behavior, restart your computer several times to verify that it shuts down correctly, and then contact the OEM vendor to report the behavior and ask if there is an update available to resolve the shutdown behavior.

NOTE: If you only use the service that is causing the shutdown behavior occasionally, create a new hardware profile that turns on the device when you start your computer. You can set the service as Disabled in your default hardware profile, and set the problem device as Enabled for the new hardware profile.

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Create Two Profiles for Service Issues
To create a second profile, set the service as Disabled in your default hardware profile, and then set the problem device as Enabled for the new hardware profile:
 * 1) Click Start, click Control Panel, and then click System.
 * 2) On the Hardware tab, click Hardware Profiles.
 * 3) To save a copy of the profile, click Copy, type no-shutdown in the To box, and then click OK.

To turn off a service in the default profile:
 * 1) Click Start, point to Search, and then click For Files or Folders.
 * 2) In the Search for files or folders named box, type services.msc.
 * 3) In the Look in box, click Local Harddrives, and then click Search Now.
 * 4) Double-click the Services.msc file.
 * 5) Right-click the service that is causing the shutdown behavior, and then click Properties.
 * 6) To turn off the service in the default profile, click Disable on the Log On tab.

After you complete this procedure, your computer shuts down as expected when you start it with the default profile. When you want to use the device that causes the shutdown behavior, start your computer with the new, no-shutdown profile that has the device turned on.

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Use a Parallel Installation to Troubleshoot the Shutdown Behavior

 * 1) Install a new copy of Windows Server 2003 on a separate partition on your computer.
 * 2) Install third-party drivers (or programs that install or start services) one at a time on your parallel installation.
 * 3) Restart your computer each time that you install a new driver or program.
 * 4) When the parallel installation exhibits the same shutdown behavior, the last driver or program that you installed is the driver or program that is causing the shutdown behavior.
 * 5) To resolve this behavior, remove the driver or program from the original installation, and then delete the parallel installation.

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