HOW TO: Troubleshoot Problems When You Are in a Standby or Hibernate State and When You Shut Down Your Computer in Windows Server 2003 (328129)
The information in this article applies to:
- Microsoft Windows Server 2003, Datacenter Edition
- Microsoft Windows Server 2003, Enterprise Edition
- Microsoft Windows Server 2003, Standard Edition
- Microsoft Windows Server 2003, Web Edition
This article was previously published under Q328129 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 "It is now safe to turn off your computer"
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 ModeNOTE: 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 "How to Save a Copy of the Services That Are Running" section
of this article, and then follow the steps in the "How to Troubleshoot a
Service Problem" section of this article.
- 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. - Log on with administrative privileges.
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Access System Information- Click Start, and then click Help and Support.
- Under Support Tasks, click Tools.
- 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- Start System Information.
- Expand Software Environment, and then click System Drivers.
- 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. - On the File menu, click Export.
- In the Save in box, click a file location.
- 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- Right-click My Computer, and then click Manage.
- Locate and expand Services and Applications.
- Click Services, and then click Details on the View menu.
- Click Status two times to sort the services by status with the started
services at the top of the list.
- On the Action menu, click Export list.
- In the File name box, type services.
- In the Save as type box, click Text (Comma Delimited)
(*.csv).
- Save the file on a disk or in another location, and then
verify that the file is saved as Services.csv.
- 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:
- Restart your computer, log on, and then follow steps 1
through 5 in the "Save a Copy of the Drivers That Are Running" section in this
article.
- 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. - 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. - 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. - 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 OEMnumber.inf,
where number is an incremental number for each OEM
driver that is installed.
- After you install the OEM driver, start Windows Explorer,
and then temporarily move any
%SystemRoot%\INF\Oemnumber.inf files and
Oemnumber.pnf files to another location.
If you want to identify a specific Oemnumber.inf
file, you can open the file in Notepad. - 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:
- Click Start, click Control Panel, and then click Systems.
- On the Hardware tab, click Hardware Profiles.
- To save a copy of the profile, click Copy, type no-shutdown in the To box, and then click OK.
- On the Hardware tab, click Device Manager.
- In Device Manager, right-click the device that is preventing your computer from
shutting down, and then click Properties.
- 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- 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.
- Click Start, right-click My Computer, and then click Manage.
- Expand Services and
Applications.
- Click Services, and then click Detail on the View menu.
- Click Status two times to sort the services by status with the started
services at the top of the list.
- 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. - 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. - If you can identify third-party OEM services that are
running, try to remove or disable the service.
- 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:
- Click Start, click Control Panel , and then click System.
- On the Hardware tab, click Hardware Profiles.
- 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:
- Click Start, point to Search, and then click For Files or Folders.
- In the Search for files or folders named
box, type services.msc.
- In the Look in box, click Local Harddrives, and then click Search Now.
- Double-click the Services.msc file.
- Right-click the service that is causing the shutdown
behavior, and then click Properties.
- 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- Install a new copy of Windows Server 2003 on a separate
partition on your computer.
- Install third-party drivers (or programs that install or
start services) one at a time on your parallel installation.
- Restart your computer each time that you install a new
driver or program.
- 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.
- To resolve this behavior, remove the driver or program from
the original installation, and then delete the parallel installation.
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REFERENCESFor additional information about how to troubleshoot
issues that you may have with shutting down, standby, and hibernate, click the
article numbers below to view the articles in the Microsoft Knowledge Base: 211271 Cannot Hibernate Windows 2000 After Installing or Uninstalling McAfee AntiVirus 3.1.4
257562 Hibernate and Standby Features Are Not Available When Using Standard VGA
237551 Advanced Power Management Features Are Disabled with Terminal Services
259889 Standby Option Not Available in Multiple-Processor Configuration
255182 Hibernate Tab Is Not Available in Power Options Tool in Control Panel
197477 The System Cannot Go to Standby Mode Because the...
257199 Device Driver Error Message Is Displayed When the Computer Enters Standby or Hibernate Mode
247480 Error Message After Setting Hibernation on Computer with Modem
247290 APM Standby Option Is Missing on PCs Without a Battery
252471 Error Message: Removable Storage Manager Refused the Request to Hibernate or Suspend the System
259623 Standby Feature Is Available on Computers with a Battery or ACPI
211205 Dell and IBM Notebook Computers May Not Suspend
247238 Standby in Shut Down Not Available in IBM ThinkPad 380XD When APM Is Enabled
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Modification Type: | Major | Last Reviewed: | 12/18/2003 |
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Keywords: | kbMgmtServices kbHOWTOmaster KB328129 |
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