Microsoft KB Archive/303032

Knowledge Base

The game stops responding or closes unexpectedly when you start or play a Microsoft game

Article ID: 303032

Article Last Modified on 12/4/2007

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APPLIES TO

• Microsoft Flight Simulator X Deluxe
• Microsoft Flight Simulator X Standard
• Microsoft Halo 2 for Windows Vista
• Microsoft Age of Empires II: The Age of Kings
• Microsoft Age of Empires II: The Conquerors Expansion
• Microsoft Age of Empires II Gold Edition
• Microsoft Age of Empires III
• Microsoft Age of Empires III : The WarChiefs
• Microsoft Age of Mythology Gold
• Microsoft Age of Mythology: The Titans
• Microsoft Age of Mythology
• Microsoft Combat Flight Simulator 3: Battle for Europe
• Microsoft Dungeon Siege
• Microsoft Dungeon Siege II
• Microsoft Dungeon Siege: Legends of Aranna
• Fable: The Lost Chapters PC
• Microsoft Flight Simulator 2002 Standard Edition
• Microsoft Flight Simulator 2002 Professional Edition
• Microsoft Flight Simulator 2004: Century of Flight
• Microsoft Freelancer
• Microsoft Gears of War (PC)
• Microsoft Halo: Combat Evolved for PC
• Microsoft Impossible Creatures
• Microsoft Links 2003
• Microsoft Links 2003 Championship Edition
• Microsoft MechWarrior 4: Mercenaries
• Microsoft RalliSport Challenge PC
• Microsoft Rise of Nations
• Microsoft Rise of Nations: Gold Edition
• Microsoft Rise of Nations: Rise of Legends
• Microsoft Rise of Nations: Thrones and Patriots
• Microsoft Shadowrun (PC)
• Microsoft Train Simulator
• Microsoft Viva Pinata (PC)
• Microsoft Zoo Tycoon
• Microsoft Zoo Tycoon 2
• Microsoft Zoo Tycoon Complete Collection
• Microsoft Zoo Tycoon: Dinosaur Digs 1.0
• Microsoft Zoo Tycoon: Marine Mania
• Microsoft Zoo Tycoon 2: African Adventure
• Microsoft Zoo Tycoon 2: Dino Danger
• Microsoft Zoo Tycoon 2: Endangered Species
• Microsoft Zoo Tycoon 2: Marine Mania

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This article was previously published under Q303032

This article is intended for a beginning to intermediate computer user.

You may find it easier to follow the steps if you print this article first.

Symptoms of the problem

When you start or play any one of the games that is listed in the "Applies to" section, you may experience one or more of the following symptoms:

• The game stops responding.
• The game closes unexpectedly.
• The computer restarts unexpectedly.
• The game minimizes to the Microsoft Windows Taskbar and cannot be restored.

Additionally, you may receive the following error message after you receive the Gathering Exception Data dialog box:

<Game Name>has encountered a problem and needs to close.

The error message asks you to send the error report details to Microsoft.

Methods to resolve the problem

Method 1: Restart the computer by using a clean startup procedure

When you start Microsoft Windows, typically there are several programs that start automatically and run in the background that may interfere with the game. These programs may include antivirus and system utility programs. When you perform a clean startup procedure, you prevent these programs from starting automatically. You must be logged on as an administrator or a member of the administrators group to complete this procedure. If the computer is connected to a network, network policy settings may also prevent you from completing this procedure.

Windows Vista

1. Click Start, type System Configuration in the Start Search box, and then press ENTER.
   

If you are prompted for an administrator password or for a confirmation, type the password, or click Allow.

1. Click the General tab, and then click Selective Startup.
2. Click to clear the Load system services check box and the Load startup items check box.
3. Click to select the Load system services check box.
4. Click OK, and then click Restart.

Microsoft Windows XP

1. Click Start, click Run, type msconfig in the Open box, and then click OK.
2. On the General tab, click Selective Startup.
3. Under Selective Startup, click to clear the following check boxes:
   • Process SYSTEM.INI File
   • Process WIN.INI File
   • Load Startup Items
4. On the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
5. Click OK, and then click Restart.

Click Play to view this streaming media demonstration.

If the issue continues, continue to Method 2.

Method 2: Create a new user account

Windows Vista

Step 1: Open User Accounts

1. Click Start, type Control nusrmgr.cpl in the Start Search box, and then press ENTER.
2. Click User Accounts.
   

If you are prompted for an administrator password or for a confirmation, type the password, or click Allow.

Step 2: Add a new user

1. On the Users tab, click Add.
2. Type a name for your user account, type your full name, and then type a description for your account.
3. If the computer is set up as part of a client/server network, type the domain name, and then click Next.
   

Note If the computer is set up as an individual computer without a network or in a peer-to-peer network, you do not have to provide a domain name.

1. Type a user password, and then type the user password again to confirm it.
   

Important Passwords are case–sensitive. For example, “MyPassword” and “mypassword” are treated as two different passwords.

1. Click Next.
2. Select the level of access for your user account, and then click Finish.
   

Note Some games require a user account that has administrator-level access to run.

Windows XP Home

1. Click Start, click Control Panel, and then click User Accounts.
2. In the Pick a task list, click Create a new account.
3. Type the name that you want to use for the account, and then click Next.
4. Select the account type that you want, and then click Create Account.
   

Note Some games require a user account that uses the administrator account type to run.

Windows XP Professional Edition

Step 1: Open User Accounts

To open User Accounts, click Start, click Run, type Control nusrmgr.cpl in the Open box, and then click OK.

Step 2: Add a new user

1. On the Users tab, click Add.
2. Type a name for your user account, type your full name, and type a description for your account.
3. If the computer is set up as part of a client/server network, type the domain name, and then click Next.
   

Note If the computer is set up as an individual computer without a network or in a peer-to-peer network, you do not have to provide a domain name.

1. Type a user password, and then type the user password again to confirm it.
   

Important Passwords are case–sensitive. For example, “MyPassword” and “mypassword” are treated as two different passwords.

1. Click Next.
2. Select the level of access for your user account, and then click Finish.
   

Note Some games require a user account that has administrator-level access to run.

If the issue continues, continue to Method 3.

Method 3: Remove and then reinstall the game

Step1: Perform a clean startup of Windows

Follow the steps in Method 1 to perform a clean startup of Windows. Then continue to step 2.

Step 2: Remove and then reinstall game

Windows Vista

1. Click Start, type programs and features in the Start Search box, and then press ENTER.
2. In the list of installed programs, click the Microsoft game that you want to remove, and then click Uninstall.
3. Follow the instructions that appear on the screen to complete the removal process.
4. Insert the game CD into the CD or DVD drive.
5. Follow the instructions that appear on the screen to complete the installation process.

If the Setup program does not start automatically, follow these steps:

1. Click Start, type drive:\setup.exe in the Start Search box, and then press ENTER.
   

In this example, drive is the drive letter of the CD or DVD drive.

1. Follow the instructions that appear on the screen to complete the installation process.

Windows XP and Windows Millennium Edition

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click Add or Remove Programs.
   

On a Windows 98-based computer or on a Windows Millennium Edition-based computer, click the Install/Uninstall tab.

1. In the list of installed programs, double-click the Microsoft game that you want to remove, and then click Uninstall or click Change/Remove.
2. Follow the instructions that appear on the screen to complete the removal process.
3. Insert the game CD into the CD or DVD drive.
4. Follow the instructions that appear on the screen to complete the installation process.

If the Setup program does not start automatically, follow these steps:

1. Click Start, click Run, type drive:\setup.exe in the Open box, and then click OK.
   

In this example, drive is the drive letter of the CD or DVD drive.

1. Follow the instructions that appear on the screen to complete the installation process.

If the issue continues, continue to Method 4.

Method 4: Adjust graphics hardware acceleration

Windows Vista

Step 1: Open Personalization

To open Personalization, click Start, type personalization in the Start Search box, and then press ENTER.

Step 2: Change the graphics hardware acceleration

1. Click Display Settings.
2. Click Advanced Settings.
3. Click the Troubleshoot tab, and then click Change settings.
   

If you are prompted for an administrator password or for a confirmation, type the password, or click Allow.

1. Move the Hardware Acceleration slider one notche to the left of Full to the Disable cursor and bitmap accelerations setting.
2. Click OK, and then click Restart Now.
3. After the computer restarts, test the game.

Microsoft Windows 2000 or Microsoft Windows XP

1. Click Start, click Run, type desk.cpl in the Open box, and then click OK.
2. On the Settings tab, click Advanced.
3. Click the Troubleshoot tab.
4. Move the Hardware Acceleration slider two notches to the left of Full to the Disable all cursor and advanced drawing accelerations setting.
5. Click OK, and then click OK again.
6. Test the game.

Microsoft Windows 98 or Microsoft Windows Millennium Edition

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click System.
3. On the Performance tab, click Graphics.
4. Move the Hardware Acceleration slider one notch to the left of Full to the Most acceleration setting.
5. Click OK, and then click Close.
6. If you are prompted to restart the computer, click Yes.

If the issue continues, continue to Method 5.

Method 5: Disable AGP Texturing in the DirectX Diagnostic tool

Windows XP or Windows Millennium Edition

1. Click Start, click Run, type dxdiag in the Open box, and then click OK.
2. Click the Display tab.
3. Under DirectX Features next to AGP Texture Acceleration, click Disable.
4. When you receive the following warning message, click OK:

   This will disable usage of AGP (Acceleration Graphics Port) for all display devices on your system which support it.

5. Click Exit.

If the issue continues, continue to Method 6.

Method 6: Temporarily disable the sound card in Windows

Windows Vista

1. Click Start, type device manager in the Start Search box, and then press ENTER.
2. Right-click the driver that you want to disable.
3. Click Disable, and then click Yes.
4. Click OK.
5. Restart Windows, and then test the game.

Windows XP or Windows Millennium Edition

1. Click Start, click Run, type system.cpl in the Open box, and then click OK.
2. Click the Hardware tab, and then click Device Manager.
   
   For Windows Millennium Edition, only click the Device Manager tab.
3. Double-click Sound, Video and Game Controllers.
4. Double-click the sound card.
5. Under Device Usage, click Do Not Use This Device (Disable).
   
   Note For Windows Millennium Edition, follow these steps:
   1. On the General tab, under Device Usage, click to clear the Original Configuration (Current) check box.
   2. If you do not see this check box, click to select the Disable In This Hardware Profile check box.
6. Restart Windows, and then test the game.

If the issue continues, continue to Method 7.

Method 7: Reduce sound acceleration

Windows XP or Windows Millennium Edition

1. Click Start, click Run, type dxdiag in the Open box, and then click OK.
2. On the Sound tab, in the DirectX Features section, change the Hardware Sound Acceleration Level to Basic acceleration.
3. Click Exit.

Click Play to view this streaming media demonstration.

If the issue continues, continue to Method 8.

Method 8: Download and install the most recent version of DirectX

1. To download the latest version of DirectX, visit the following Microsoft Web site:

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

2. Click Get the Latest DirectX Here.
3. Click Continue, and then click Download.
4. Click Run two times.
5. Click I accept the agreement, and then click Next.
6. Click Next.
7. Click Finish.

If the issue continues, continue to Method 9.

Method 9: Update the video driver

Contact the manufacturer of the video adapter for information about how to obtain and install the latest version of the video driver for your video adapter. To see whether applicable driver updates are available, visit the following Microsoft Windows Update Web site:

http://windowsupdate.microsoft.com

Click Play to view this streaming media demonstration.

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 vendor contact information, A-K

60781 Hardware and software vendor contact information, L-P

60782 Hardware and software vendor contact information, Q-Z

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.
To determine the name and the manufacturer of your video adapter in Windows Vista, follow these steps:

1. Click Start, type dxdiag in the Start Search box, and then press ENTER.
2. Click the Display tab.
3. Under Device, look for Name and Manufacturer.
4. Click Exit.

To the name and manufacturer of your video adapter in Windows XP, follow these steps:

1. Click Start, click Run, type dxdiag in the Open box, and then click OK.
2. Click the Display tab.
3. Under Device, look for Name and Manufacturer.
4. Click Exit.

Click Play to view this streaming media demonstration.

If the issue continues, continue to Method 10.

Method 10: Update the sound driver

Contact the manufacturer of the sound card to inquire about how to obtain and install the latest version of the sound driver for the sound card or visit the Windows Update site to look for applicable drivers. (See the "Method 9" section for contact information.)

To determine the name and manufacturer of your sound adapter in Windows Vista, follow these steps:

1. Click Start, type dxdiag in the Start Search box, and then press ENTER.
2. Click the Sound tab.
3. Under Device, look for Name, under Drivers, look for Provider.
4. Click Exit.

To determine the name and provider of the sound driver, follow these steps:

1. Click Start, click Run, type dxdiag in the Open box, and then click OK.
2. Click the Sound tab.
3. Under Device, look for Name, under Driver, look for Provider.
4. Click Exit.

Click Play to view this streaming media demonstration.

If the issue continues, continue to Method 11.

Method 11: Scan the computer for viruses

The game may close, generate an error, or stop responding during start or during play if your computer is infected with the virus.

Important If you already have an antivirus program installed, before you scan your computer for viruses, remember to update your antivirus program with the latest signature files. Most software companies that create antivirus programs release a new signature file each month. After you obtain the latest signature files, scan your computer. For help obtaining the antivirus signature files, contact the antivirus software manufacturer.

If you do not have antivirus software installed, to view a list of antivirus software vendors, click the following article number view the article in the Microsoft Knowledge Base:

49500 List of antivirus software vendors

There are several free online virus scanners that are available that you can use to scan the system for viruses. For example, visit the following Symantec Web site:

http://security.symantec.com

You can help prevent viruses from infecting your computer or from spreading to other computers.

For more information about ways that you can help inoculate your computer against computer viruses, visit the following Microsoft Web site:

http://www.microsoft.com/athome/security/viruses/default.mspx

If you have cleaned your computer from viruses, remove, and then reinstall the game.

Follow Method 2 in this article. If the issue continues to occur, continue to Method 12.

Method 12: Remove spyware

Spyware is software that collects personal information without your knowledge or permission. You might be the target of spyware or other unwanted software if you download music from file-sharing programs, free games from sites that you do not trust, or other software from an unknown source. Spyware may effect the game play and it's startup process. To learn more about the symptoms of spyware and other unwanted software, how to remove spyware, and how you can help protect your computer, visit the following Microsoft Web site:

http://www.microsoft.com/protect/computer/spyware/default.mspx

1. Click Start, and then click All Programs.
2. Click Windows Defender.
3. Click the down arrow next to Scan, and then click Full Scan.

If you have cleaned spyware from the computer, follow Method 3 to remove and then reinstall the game. If the issue continues, continue to Method 13.

Method 13: Install the latest VIA chipset drivers

If you are using a VIA Technologies chipset motherboard, you may be able to resolve this issue by installing the most recent drivers for the chipset.

For more information about game performance on VIA Technologies chipset motherboards, click the following article number to view the article in the Microsoft Knowledge Base:

274629 Games: Hangs or slow performance on AMD System with VIA Chipset

If the issue continues or you are not using a VIA chipset, continue to Method 14.

Method 14: Change the compatibility setting

Note This method may not work for newer games that require advanced features.

1. Right-click the game icon, and then click Properties.
2. Click the Compatibility tab.
3. Click to select the Run this program in compatibility mode for check box, and then select Windows 98/Windows Me from the list.
4. Click OK.

Similar problems and solutions

If you experience the symptoms that are described in this article, you may also receive a dialog box that prompts you to send an error report to Microsoft.

For more information, click the following article number to view the article in the Microsoft Knowledge Base:

300963 Games: An unrecoverable error occurs and you receive the "Game has encountered a problem and needs to close" error message when you start or play a game

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products. Specific known video or sound issues may also cause these symptoms. Visit the following Microsoft Web sites for lists of known video and sound issues for new games:

Video Troubleshooting Resource Center for Microsoft Games
http://support.microsoft.com/?pr=gmsvideo

Sound Troubleshooting Resource Center for Microsoft Games
http://support.microsoft.com/?pr=gmssound

For more information about how to download and install the latest version of DirectX, click the following article number to view the article in the Microsoft Knowledge Base:

179113 How to download and install DirectX

For more information about how to perform a clean startup of other operating systems, click the following article number to view the article in the Microsoft Knowledge Base:

331796 How to perform a clean boot procedure to prevent background programs from interfering with a game or a program that you currently use

Additional query words: msgame flickering flashing drops freeze random randomly

Keywords: kbtshoot kbarttypeshowme kbgraphxlink kbprb kbexpertiseinter kbceip KB303032

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