Microsoft KB Archive/280302

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Article ID: 280302

Article Last Modified on 6/29/2007


APPLIES TO

  • Microsoft Encarta Encyclopedia 2001 Deluxe Edition
  • Microsoft Encarta Reference Suite 2001
  • Microsoft Reader 1.5
  • Microsoft MapPoint 2001 Standard Edition
  • Microsoft Streets & Trips 2001 Standard Edition
  • Microsoft Picture It! Publishing 2001 Platinum Edition
  • Microsoft Picture It! Photo 2001 Premium Edition
  • Microsoft Works Suite 2001


This article was previously published under Q280302

SUMMARY

This article is part 2 of a series of two Microsoft Knowledge Base articles that present a systematic approach to eliminating invalid page fault (IPF) and exception error messages in Microsoft Home Products.

For additional information and troubleshooting steps, click the article number below to view the article in the Microsoft Knowledge Base:

280305 MultiMedia: Troubleshooting Invalid Page Fault (IPF) and Exception Errors (Part 1)


MORE INFORMATION

Continue troubleshooting invalid page faults and exception errors with the following steps after you have completed part 1 of this series of articles.

Does Your Computer Meet the System Requirements?

Search the Microsoft Knowledge Base on the Microsoft Support Web Site for information about specific game requirements:

http://support.microsoft.com/?pr=kbinfo


Use the following parameters to query for information:

  1. In the Search (KB) box, select the name of your game.
  2. In the For solutions containing box, type System Requirements.
  3. In the Using box, select All the words entered.

NOTE: If you do not see the Using box, click Show Options.

Are You Running Windows NT 4.0 or Windows 2000?

Download and install the latest Service Pack from the following Microsoft Web Site:

http://www.microsoft.com/windows/default.mspx




Is a Program Running in the Background Interferring with the Game?

Clean Boot the Computer

Use the appropriate method for your version of Microsoft Windows.

Microsoft Windows Millennium Edition (ME)

Run the System Configuration Utility (Msconfig.exe) to clean boot Windows ME. To do this, follow these steps:

  1. Click Start, click Run, type msconfig in the Open box, and then click OK.
  2. On the General tab, click Selective startup.
  3. Click to clear all of the check boxes under Selective startup.
  4. On the Startup tab, click to select the *StateMgr check box.
  5. Click OK. When you receive the prompt to restart your computer, click Yes. After the computer restarts, click Start, click Run, type msconfig in the Open box, and then click OK.


IMPORTANT: Ensure that the check boxes you cleared in the General tab are still cleared. Proceed to step 6 if all of the check boxes are still cleared. If you see a disabled or gray check box, your computer is not "clean-booted" and you may need assistance from the manufacturer of the program that places a check mark back into Msconfig.

  1. After you verify that your computer is clean-booted in step 5, you can isolate the issue. If the original issue does not reoccur after the clean boot, click one item at a time under Selective startup, and then restart the computer to see if the additional entry reproduces the original issue.

Microsoft Windows 98

Run the System Configuration Utility (Msconfig.exe) to clean boot Windows 98. To do this, follow these steps:

  1. Click Start, and then click Run.
  2. In the Open box, type msconfig, and then click OK.
  3. Click the General tab. Click Selective Startup, and then click to clear the following check boxes:
    • Process Config.sys File
    • Process Autoexec.bat File
    • Process Winstart.bat File (if available)
    • Load Startup Group Items


  1. Click the Win.ini tab. Expand the Windows list and then click to clear the Load= and Run= check boxes.
  2. Click OK. When you are prompted to restart the computer, do so.

For additional information about how to clean boot Windows 98, click the article number below to view the article in the Microsoft Knowledge Base:

192926 How to Perform Clean-Boot Troubleshooting for Windows 98


NOTE: To restore your original Startup options, rerun the System Configuration Utility (msconfig.exe), click the General tab, and then click Normal Startup.

Microsoft Windows 95

  1. Restart the computer. When you see the "Starting Windows 95" message, press the F8 key. On the Startup menu, select Command Prompt Only.
  2. At the command prompt, type win, and then press ENTER. Press and hold down the SHIFT key until the Windows startup sequence is complete.
  3. Disable any anti-virus or disk tool programs installed on the computer.


For information about how to disable these programs, see the printed or online documentation for the program.

  1. Quit all running programs except Explorer and Systray. To do this, press CTRL+ALT+DELETE, click the program that you want to quit, and then click End Task. If you receive a message that the program is busy or not responding, click End Task again. Repeat this step to quit all programs except Explorer and Systray.

For additional information about how to clean boot Windows 95, click the article number below to view the article in the Microsoft Knowledge Base:

177604 Multimedia: Troubleshooting Using Clean Boot of Windows 95


NOTE: To restore your original Startup options, restart the computer normally, and then enable any anti-virus or disk tool programs installed on the computer. For information about how to enable these programs, see the printed or online documentation for the program.



Is it DirectX?

DirectX is a Windows component that improves access to hardware. Games use DirectX to communicate with your hardware like video and sound cards do. For additional information about DirectX, visit the following Microsoft Web site:

http://www.microsoft.com/windows/directx/default.mspx


Install the Latest Version of Microsoft DirectX

Download and install the latest version of DirectX from the following Microsoft Web site:

http://www.microsoft.com/windows/directx/default.mspx


Install DirectX in Safe Mode

  1. Restart Windows in Safe mode. To do this, use the appropriate method for your version of Windows:
    • Windows 2000


Restart your computer. When the Startup menu appears, press F8. When the Windows 2000 Advanced Options menu appears, select an option, and then press ENTER. When the Startup menu reappears (the words "Safe Mode" are displayed in red at the bottom), select the installation option you want, and then press ENTER.

WARNING: Do not select a Microsoft Windows NT 4.0 installation option.

    • Windows 98/ME


Restart your computer. Press and hold down the CTRL key after the computer completes the Power On Self Test (POST). From the Startup menu, choose Safe Mode.

    • Windows 95


Restart your computer. When you see the "Starting Windows 95" message, press the F8 key. From the Startup menu, choose Safe Mode.

  1. When Windows starts in Safe Mode, click OK.

For additional information about how to obtain and install the latest version of DirectX, click the article number below to view the article in the Microsoft Knowledge Base:

179113 How to Download and Install DirectX




Is it the Video Driver?

NOTE: If you are using Encarta when encountering an IPF or exception error, perform the procedures in the following Microsoft Knowledge Base article:

238925 Encarta 2000: How to Troubleshoot Sound and Video Driver Issues


If these procedures do not solve your problem, then follow these steps:

Update the Video Driver

MultiMedia products require a great deal of information from your video driver when running or starting the program. A damaged or outdated video driver can cause an invalid page fault or exception error to occur.

Drivers are small programs that allow your operating system to communicate with the hardware in your computer. A driver acts as a translator between your hardware and operating system. It helps Windows understand requests from your hardware. Beyond acting as a translator, drivers can also enhance the operation of a particular piece of hardware, like a video card or a sound card.

It's very important to update your video card drivers because new drivers are created for a number of reasons. A new driver for your video card might allow it to more efficiently use your video card features. And, having the current drivers will improve performance. Companies release updated drivers on a regular basis to keep pace with ever-changing software technologies.

Contact your computer or video card manufacturer to inquire about how to obtain and install the latest version of the drivers for your video adapter or sound card.

For information about how to contact your hardware manufacturer, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and Software Third-Party Vendor Contact List, A-K

60781 Hardware and Software Third-Party Vendor Contact List, L-P

60782 Hardware and Software Third-Party Vendor Contact List, Q-Z


To determine the manufacturer and model of your video card, follow these steps:

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click the System icon.
  3. Click Device Manager.
  4. Expand the Display adapters list. Note the manufacturer and model of your video adapter.
  5. Close System Properties. Close Control Panel.

If the issue continues to occur, proceed to the next method.

Change the Windows Color Palette Setting to High Color (16-bit)

NOTE: Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click the Display icon.
  3. Click the Settings tab.
  4. In the Color Palette or Colors box, click High Color (16 bit).
  5. Click OK. Click OK again. If you are prompted to reboot your computer, click Yes.

If the issue continues to occur, proceed to the next method.

Reduce Graphics Hardware Acceleration

Windows 2000

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click the Display icon.
  3. Click the Settings tab.
  4. Click Advanced.
  5. Click the Troubleshooting tab.
  6. Move the Hardware Acceleration slider until it is one notch to the right of None (the basic acceleration setting).

Windows 95/98/ME

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click the System icon.
  3. Click the Performance tab, and then click Graphics.
  4. Move the Hardware Acceleration slider until it is one notch to the right of None (the basic acceleration setting).
  5. Click OK. Click Close.
  6. When you are prompted to restart the computer, click Yes.
  7. Repeat steps 1-6, but in step 4 move the Hardware Acceleration slider back to its original setting.

NOTE: If you encounter any problems after you reduce the hardware acceleration setting, restart Windows in Safe Mode. To do this, use the appropriate method for your version of Microsoft Windows:

  • Windows 2000


Restart your computer. When the Startup menu appears, press F8. When the Windows 2000 Advanced Options menu appears, select an option, and then press ENTER. When the Startup menu reappears (the words "Safe Mode" are displayed in red at the bottom), select the installation you want, and then press ENTER.

WARNING: Do not select a Microsoft Windows NT 4.0 installation.

  • Windows 98/ME


Restart your computer, press and hold down the CTRL key after the computer completes the Power On Self Test (POST). From the Startup menu, select Safe Mode. When Windows starts in Safe mode, click OK.

  • Windows 95


Restart your computer. When you see the "Starting Windows 95" message, press the F8 key. From the Startup menu, choose Safe Mode.

If the issue continues to occur, proceed to the next method.



Is it the Sound Driver?

NOTE: If you are using Encarta, perform the procedure in the following Microsoft Knowledge Base article:

238925 Encarta 2000: How to Troubleshoot Sound and Video Driver Issues


If the steps do not solve the problem or you are not using Encarta, perform the following procedures.

Identify the Manufacturer and Model of Your Sound Card

To determine the manufacturer and model of your sound card, follow these steps:

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click the System icon.
  3. Click the Device Manager tab.
  4. Expand the Sound, video and game controllers list.
  5. Note the manufacturer and model of the sound card.
  6. Click OK, and then close Control Panel.

Temporarily Disable the Sound Card in Windows

Windows 2000

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click the Sounds and Multimedia icon.
  3. Click the Hardware tab.
  4. Double-click your sound card.
  5. Click the General tab. In the Device Usage list, select the Do not use this device (disable) option.
  6. Click OK.
  7. Restart your computer.

Window ME

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click the Sounds and Multimedia icon.
  3. Click the Devices tab.
  4. Double-click your sound card.
  5. Select the following options:
    • Do use the audio features on this device
    • Do not map through this device


  1. Click OK. Click OK again.
  2. Restart your computer.

Windows 95/98

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click the Multimedia icon.
  3. Click Devices.
  4. Expand the Audio Devices list.
  5. Double-click your sound card.
  6. Select the following options:
    • Do use the audio features on this device
    • Do not map through this device


  1. Click OK.
  2. Restart your computer.

If you did not receive an IPF after disabling your sound card, update your sound card drivers. To obtain and install the latest drivers for your sound card, contact the sound card manufacturer.

For information about how to contact your hardware manufacturer, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and Software Third-Party Vendor Contact List, A-K

60781 Hardware and Software Third-Party Vendor Contact List, L-P

60782 Hardware and Software Third-Party Vendor Contact List, Q-Z


Reduce Hardware Sound Acceleration

If after updating your sound card drivers, you still recieving an IPF error, reduce sound acceleration in Windows. To do this, run the DirectX Diagnostic Tool (Dxdiag.exe):

  1. Click Start, and then click Run.
  2. In the Open box, type dxdiag, and then click OK.
  3. Click the Sound tab.
  4. Under DirectX Features, move the Hardware Sound Acceleration Level slider all the way to the left (the No acceleration setting).
  5. Click Exit.

If the issue continues to occur, proceed to the next method.

Change the Preferred Playback Device to the Game Compatible Device

NOTE: Use this procedure for Windows 95, 98 and ME only.

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click the Multimedia icon (in Windows 95/98) or the Sounds and Multimedia icon (in Windows 2000).
  3. Click the Audio tab. Under Sound Playback, in the Preferred device list, click Game Compatible Device.

    NOTE: If Game Compatible Device is not listed, see the following article in the Microsoft Knowledge Base:

    177614 What Is the Game Compatible Audio Device?

  4. Click to select the Use only preferred devices check box, and then click OK.
  5. Close Control Panel.
  6. Restart the computer.

For additional information about game compatible devices, click the article number below to view the article in the Microsoft Knowledge Base:

178637 Using Game Compatible Device to Troubleshoot Sound Problems




Are There Duplicate Devices in Safe Mode?

If the computer initializes multiple versions of a single CD-ROM drive, display adapter, or sound, video, or game controller when you start Windows the game might generate an error message.

For additional information about how to check for and disable multiple devices, click the article number below to view the article in the Microsoft Knowledge Base:

187916 Game Stops Responding or Quits Unexpectedly




Was the Game Installed Properly?

Uninstall the game, clean boot the computer, delete the game folder and then reinstall the game. To uninstall the game and delete the game folder, follow these steps:

  1. Insert the program compact disc into the CD-ROM or DVD-ROM drive. Press and hold down SHIFT when you insert the compact disc to prevent the program from starting automatically.
  2. Click Start, point to Settings, and then click Control Panel.
  3. Double-click Add/Remove Programs.
  4. Click the Install/Uninstall tab, click the game, and then click Add/Remove (click Remove in Windows 2000).
  5. Follow directions on your screen to uninstall the game.
  6. Delete the product folder.
  7. Reinstall the product.

Gather Information in the DirectX Diagnostic Tool

  1. Click Start, and then click Run.
  2. In the Open box, type dxdiag, and then click OK.
  3. Note the version number. Write down the information from the Notes section, except for the No problems found item. Write down uncertified drivers.
  4. Run the following tests.

    Click the Display tab, and test the following:

    • DirectDraw functionality (click the Test DirectDraw button).
    • Direct3D functionality (click the Test Direct3D button.

    Click the Sound tab, and test the following:

    • DirectSound functionality (click the Test DirectSound button.

    Click the Music tab, and test the following:

    • DirectMusic functionality (click the Test DirectMusic button.
  5. Repeat step 3, examining all the tabs.

For additional information about the DirectX Diagnostic Tool, click the article number below to view the article in the Microsoft Knowledge Base:

190900 DirectX: Description of the DirectX Diagnostic Tool


If the problem is not resolved, contact Microsoft Product Support Services.



Microsoft Support Options

If you cannot resolve this issue, several support options are available to assist you at the following Microsoft Web site:

http://support.microsoft.com/default.aspx


Support Online

To easily diagnose and answer technical questions yourself, visit the following Microsoft Web site:

http://support.microsoft.com/support


Or, visit the Microsoft Games FAQs & Highlights web site:

http://support.microsoft.com/games


Contact Microsoft Online

You can also submit your support question via the Internet. For more details, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support


NOTE: If your Microsoft product was pre-installed or distributed with your personal computer or provided by an Internet service provider (ISP), the personal computer manufacturer or ISP is responsible for providing your product support. Please contact the manufacturer or source from which you obtained your Microsoft product for support information.

When you contact Microsoft for support, you should be at your computer and have the appropriate product documentation at hand. Be prepared to give the following information:

  • The version of the Microsoft product you use.
  • The type of hardware you use.
  • The operating system you use.
  • The exact wording of any messages that appeared on your screen.
  • A description of what happened and what you were doing when the problem occurred.
  • A description of how you tried to solve the problem.

Personal No-Charge Support

Monday-Friday, excluding holidays, Microsoft offers unlimited no-charge support for Microsoft Games. In the United States, call (877) 632-2080, 5:00 A.M. to 9:00 P.M. Pacific Time. In Canada, call (905) 568-3503, 8:00 A.M. to 11:00 P.M. Eastern Time. Support is also available on Saturdays from 9:00 A.M. - 3:00 P.M. Pacific time in the US and from 10:00 A.M. - 6:00 P.M. Eastern time in Canada. Toll charges may apply.

Pay-Per-Incident Support

In the United States, for $35 US per incident, call (800) 936-5700, 24 hours a day, seven days a week. In Canada, for $45 CDN plus tax per incident, call (800) 668-7975, 8:00 A.M. to 11:00 P.M., Monday-Friday, excluding holidays and on Saturdays 10:00 A.M. 6:00 P.M. Eastern Time. Fees are billed to your VISA, MasterCard, or American Express card.

Text Telephone

Available Monday-Friday, excluding holidays. In the United States and Canada call (425) 635-4948, from 5:00 A.M. - 9:00 P.M. and on Saturday from 9:00 A.M. - 3:00 P.M. Pacific Time.


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