Microsoft KB Archive/253711

= ACPI Computer May Not Shut Down Properly If Device Cancels Standby =

PSS ID Number: 253711

Article Last Modified on 6/14/2004

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The information in this article applies to:


 * Microsoft Windows 98 Second Edition

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This article was previously published under Q253711



SYMPTOMS
A Windows 98 Second Edition-based computer that implements the Advanced Configuration and Power Interface (ACPI) specification may stop responding (hang) if the following sequence of events occurs:  You attempt to suspend the computer (for example, by clicking Start, clicking Shut Down, clicking Standby, and then clicking OK). When you do so, you receive the following message:

Your computer cannot be suspended at this time.

A program or driver you have running may be preventing this action.

Close all programs, and then try again.

 You then attempt to shut down the computer (for example, by clicking Start, clicking Shut Down, clicking Shut Down, and then clicking OK).



CAUSE
At the beginning of the suspend operation, certain ACPI resources are locked. If a device does not successfully process the suspend request for some reason, these resources are not properly unlocked. These resources must be unlocked for the subsequent shutdown operation to succeed.



RESOLUTION
A supported fix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Apply it only to computers that are experiencing this specific problem.

To resolve this problem immediately, download the fix by clicking the download link later in this article or contact Microsoft Product Support Services to obtain the fix. For a complete list of Microsoft Product Support Services phone numbers and information about support costs, visit the following Microsoft Web site:

http://support.microsoft.com/default.aspx?scid=fh;EN-US;CNTACTMS

NOTE: In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

The following files are available for download from the Microsoft Download Center:

Download 253711usa8.exe (U.S. English) now

Download 253711jpn8.exe (Japanese) now

The English version of this fix should have the following file attributes or later:   Date        Time     Version     Size      File name ---  12/8/2000   3:20pm   4.10.2225   125,593   Configmg.vxd For additional information about how to download Microsoft Support files, click the following article number to view the article in the Microsoft Knowledge Base:

119591 How to Obtain Microsoft Support Files from Online Services

Microsoft scanned this file for viruses. Microsoft used the most current virus-detection software that was available on the date that the file was posted. The file is stored on security-enhanced servers that help to prevent any unauthorized changes to the file.



STATUS
Microsoft has confirmed that this is a problem in the Microsoft products that are listed at the beginning of this article.



MORE INFORMATION
For additional information about a similar problem that occurs when you are using the Internet Connection Sharing feature, click the article number below to view the article in the Microsoft Knowledge Base:

246615 Computer May Not Shut Down Properly with Internet Connection Sharing

For additional information about Windows 98 and Windows 98 Second Edition hotfixes, click the article number below to view the article in the Microsoft Knowledge Base:

206071 General Information About Windows 98 and Windows 98 Second Edition Hotfixes

Keywords: kbdownload kbfix kbgraphxlinkcritical kbHardware kbprb kbQFE KB253711

Technology: kbWin98SE kbWin98SEsearch

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