The game stops responding or closes unexpectedly when you start or play a Microsoft game (303032)

RESOLUTION

To resolve this issue, use the following methods in the order that they appear in.

Method 1: Restart your computer by using a clean boot 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 boot 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 your computer is connected to a network, network policy settings may also prevent you from completing this procedure.

To restart your computer by using a clean boot procedure, follow these steps when you are using Windows XP.

Note You may experience a temporary loss of some services functionality when you follow these steps. Restoring the settings restores the functionality, but may result in the return of the original error message or behavior.

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.


For more information or to view steps for other operating systems, click the following article number to view the article in the Microsoft Knowledge Base:

Method 2: Create a new user account in Windows XP

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

1. Click Start, click Control Panel, and then click User Accounts.
2. On the Users tab, click Add.
3. Type a name for your user account, your full name, and a description for your account.
4. If your computer is set up as part of a client/server network, type the domain name, and then click Next.
   
   Note If your 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.
5. 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.
6. Click Next.
7. 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.

Method 3: Remove and reinstall the game

If the issue continues to occur, remove and then reinstall the game on a clean-booted computer. Follow the steps in the following Microsoft Knowledge Base article for your version of Windows. Then, remove and reinstall the game. By removing and then reinstalling the game on a "clean-booted" computer, you make sure that the game files are not damaged. Additionally, you make sure that the Setup program has installed all the required files without interference from the background programs.

To remove and then reinstall the game, follow these steps:

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 a Windows Millennium Edition (Me)-based computer, click the Install/Uninstall tab.
3. In the list of installed programs, double-click the Microsoft game that you want to remove, and then click Uninstall or Change/Remove.
4. Follow the instructions on the screen to complete the removal process.
5. Insert the game CD into the CD or DVD drive.
6. Follow the instructions on the screen to complete the installation process.

If Setup does not start automatically:

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

Method 4: Adjust graphics hardware acceleration

To adjust graphics hardware acceleration, use the method described for the operating system that you are using.

Microsoft Windows 2000 or Microsoft Windows XP

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click Display.
3. On the Settings tab, click Advanced.
4. Click the Troubleshoot tab.
5. Move the Hardware Acceleration slider two notches to the left of Full (the Disable all cursor and advanced drawing accelerations setting).
6. Click OK, and then click OK again.
7. Test the game.

Microsoft Windows 98 or Microsoft Windows Millennium Edition (Me)

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 (the Most acceleration setting).
5. Click OK, and then click Close.
6. If you are prompted to restart the computer, click Yes.

Method 5: Disable AGP Texturing in the DirectX Diagnostic tool

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.

Method 6: Temporarily disable the sound card in Windows

This method will help you identify if the sound card is causing the problem. If the following steps resolve this issue, contact your computer manufacturer for more troubleshooting steps. To temporarily disable the sound card, follow these steps:

1. Click Start, and then click Control Panel.
2. Double-click System.
3. Click the Hardware tab, and then click Device Manager.
   
   For Windows Millennium Edition (Me), only click the Device Manager tab.
4. Double-click Sound, Video and Game Controllers.
5. Double-click the sound card.
6. Under Device Usage, click Do Not Use This Device (Disable).
   
   Note For Windows Millennium Edition (Me), 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.
7. Restart Windows, and then test the game.

Method 7: Reduce sound acceleration

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.

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

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

Method 9: Update your video driver

Contact the manufacturer of your 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: 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: 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 identify the name and manufacturer of your video adapter, 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.

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 4" section for contact information.)

To identify 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.

Method 11: Scan your 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: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: 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: 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, go to the next method.

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

Follow Method 3 in this article.

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:

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.