Windows won't shut down!

XP office....you mean XP pro or HOME right???

PSS ID Number: Q308029

Article Last Modified on 07-2-2002


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The information in this article applies to:

Microsoft Windows XP Home Edition
Microsoft Windows XP Professional

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SUMMARY
You Receive an Error Message When You Shut Down or Restart the Computer
The Computer Stops Responding When You Try to Shut Down or Restart the Computer
The Computer Restarts Unexpectedly or Restarts When You Try to Shut Down the Computer
Recommended Microsoft Knowledge Base Articles
How to Use the Microsoft Product Support Services Web Site


Summary
This article refers to resources that you can use to troubleshoot shutdown problems in Windows XP. After you follow the steps in each article in a section, determine if you have resolved the problem by either shutting down or restarting your computer. If you still cannot shut down or restart your computer, continue to the next section in order. Try to shut down or restart your computer at the end of each section.

You Receive an Error Message When You Shut Down or Restart the Computer
To resolve this issue, use either of the methods that are described in the following sections.
Configure Windows So That It Does Not Load the File or the Service Mentioned in the Error Message
If the error message refers to a file or service, the file or service may be listed on one of the tabs in the System Configuration utility (Msconfig.exe). If the file or service is listed, follow the procedure outlined in the second article mentioned in this section to turn it off. If the file or service is not listed, continue with the next troubleshooting step in this article.

For additional information about disabling a file or service using the System Configuration utility, click the article number below to view the article in the Microsoft Knowledge Base:
Q310353 How to Perform a Clean Boot in Windows XP
For additional information about how to turn off services using Computer Management, click the article number below to view the article in the Microsoft Knowledge Base:
Q310602 How to Disable a Service or Device that Prevents Windows from Starting
Contact the manufacturer of the faulty service for more information.

NOTE: For more information about the file or service that is causing the problem, contact a Microsoft Product Support Services professional for help. For information about how to contact a Support Services professional, visit the following Microsoft Web site:
Microsoft Product Support Web site
If the Original Equipment Manufacturer (OEM) of your computer installed Windows XP, contact this manufacturer for help with this issue.
See If a Program Has Recently Been Removed from the Computer
If you recently removed a program or a Windows component from the computer by deleting it manually, related information that is still on your computer may be causing the problem. Reinstall the program or component, and then either use the Add or Remove Programs tool or follow the manufacturer's instructions to remove it.

To remove a program from the computer:
Click Start, click Control Panel, and then click Add or Remove Programs.


In the list of programs, click the program that you want to remove, and then click Change/Remove.


Click Yes when you are prompted to confirm if you want to remove the program.


If the program is not listed in the Add or Remove Programs tool, contact the manufacturer to obtain instructions for removing it.

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The Computer Stops Responding When You Try to Shut Down or Restart the Computer
To resolve this problem, use either of the methods that are described in the following sections.
Try to Shut Down or Restart the Computer from Safe Mode
For additional information about troubleshooting Windows XP by using Safe mode, click the article numbers below to view the articles in the Microsoft Knowledge Base:
Q315222 A Description of the Safe Mode Boot Options in Windows XP
Q310602 How to Disable a Service or Device that Prevents Windows from Starting
NOTE: If you can shut down or restart your computer from Safe mode, continue to the next section to troubleshoot possible driver issues.
Use Device Manager to Determine If the Problem Is Related to a Device Driver
You can use Device Manager to examine and change devices that are configured by software. Note that if the hardware device uses jumper pins or dip switches, you must configure the device manually.

For additional information, click the article numbers below to view the articles in the Microsoft Knowledge Base:
Q310126 Troubleshooting Device Conflicts with Device Manager
Q314464 How to Troubleshoot Unknown Devices Listed in Device Manager
Try to Restore Operation of Windows XP by Using System Restore
You can use the System Restore tool to return your computer to a previous working state. System Restore takes a "snapshot" of critical system files and some program files and stores this information as restore points. You can use these restore points to return Windows XP to a previous state.

For additional information about using the System Restore tool, click the article number below to view the article in the Microsoft Knowledge Base:
Q306084 HOW TO: Restore the Operating System to a Previous State in Windows XP
For additional information about System Restore, click Help and Support on the Start menu. In the Search box, type system restore, and then press ENTER.
Try to Restore Operation of Windows XP by Using the Last Known Good Configuration Functionality
If Windows does not start, restart Windows by using the Last Known Good Configuration functionality:
Start the computer, and when Windows begins to start, press F8 to make the Windows Advanced Options menu appear.


Use the arrow keys to select Last Known Good Configuration (your most recent settings that worked), and then press ENTER.


If a Boot menu appears, use the arrow keys to select Microsoft Windows XP, and then press ENTER.

Windows XP starts your computer by using the registry information that was saved at the last shutdown.


Try to Repair Your Installation of Windows XP by Performing an In-place Upgrade
You can repair a damaged Windows installation if you run Windows Setup from the Windows XP CD-ROM.

For additional information about how to perform an in-place upgrade of Windows XP, click the article number below to view the article in the Microsoft Knowledge Base:
Q315341 How to Perform an In-Place Upgrade (Reinstallation) of Windows XP
Confirm that the CMOS/BIOS Settings Are Correct
WARNING: This procedure may involve changing the complementary metal oxide semiconductor (CMOS) settings and modifying the basic input/output system (BIOS) settings. Incorrect changes to your computer's BIOS can result in serious problems. Microsoft cannot guarantee that problems resulting from changes to your BIOS can be solved. Change your CMOS settings at your own risk.

Incorrect or corrupted CMOS and BIOS settings can cause startup and shutdown problems. Microsoft cannot provide specific instructions to change your CMOS and BIOS settings, because these settings are specific to your computer.

For information about the correct CMOS and BIOS settings for your computer and about how to check and change these settings, see your computer documentation or contact the manufacturer of your computer.

NOTE: A damaged or insufficiently charged internal battery can corrupt CMOS or BIOS settings.
Confirm That Your Hard Disk or File System Is Not Damaged
You may be able to resolve the problem if you start your computer from the Windows XP CD-ROM, load the Microsoft Recovery Console, and then use the Chkdsk command line utility.

IMPORTANT: Microsoft recommends that only advanced users or administrators use the Recovery Console. You must know the administrator's password to use the Recovery Console.

For additional information about how to check and repair a damaged hard disk using Chkdsk, see the 'Using the Recovery Console' and 'Using the Recovery Console Command Prompt' sections in the following article, click the article number below to view the article in the Microsoft Knowledge Base:
Q307654 HOW TO: Install and Use the Recovery Console in Windows XP
NOTE: If the Chkdsk command reports that it cannot access your hard disk, you may have a hardware failure. Check all of your cable connections and any jumper settings on your drive. Ask either a computer repair professional or the manufacturer of your computer for more help.

If the chkdsk command reports that it was unable to fix all hard drive problems, your file system or Master Boot Record (MBR) may be damaged or be no longer accessible. Explore appropriate Recovery Console commands such as fixmbr and fixboot, contact a data recovery service, or repartition and reformat your hard disk.

NOTE: If you repartition and reformat your hard disk, you will lose all of the information on the disk.

IMPORTANT: For more help with this issue, contact either your computer manufacturer or a Microsoft Product Support Services professional.

Microsoft recommends that you ask only qualified personnel to repair your computer. Computer repair performed by non-qualified personnel can void your computer's warranty.

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The Computer Restarts Unexpectedly or Restarts When You Try to Shut Down the Computer
For additional information about unexpected restarts in Windows XP, click the article number below to view the article in the Microsoft Knowledge Base:
Q320299 Windows XP Restarts Unexpectedly or Restarts When You Shut Down the Computer
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Recommended Microsoft Knowledge Base Articles
For additional information about how to troubleshoot shutdown problems in Windows XP, click the article numbers below to view the articles in the Microsoft Knowledge Base:
Q320008 You May Not Be Able to Shut Down Your Windows XP Computer
Q317673 Computer Hangs if USB Selective Suspend Option of USB Mouse Is On
Q315664 Computer Does Not Shut Down Properly if Selective Suspend Is Enabled
Q314101 Computer Hangs During Shutdown or Displays a 'Cannot Find Enough Free Resources' Error Message
Q313290 Your Computer May Not Shut Down After You Upgrade to Windows XP
Q311787 Your Computer May Stop Responding When You Shut Down and Use Only the 802.1x Protocol for User Authentication
Q311806 Windows XP Restarts When You Try to Shut Down Your Computer
Q310117 Computer Powers Down When You Shut Down Windows
Q307274 Windows XP Stops Responding (Hangs) During Windows Shutdown
Q305788 HOW TO: Increase Shutdown Time So That Processes Can Quit Properly in Windows XP
Q306084 HOW TO: Restore the Operating System to a Previous State in Windows XP
Q310126 Troubleshooting Device Conflicts with Device Manager
Q314464 How to Troubleshoot Unknown Devices Listed in Device Manager
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How to Use the Microsoft Product Support Services Web Site to Find a Solution
If you cannot resolve the problem by following the steps in this article or by using the information in the recommended Microsoft Knowledge Base articles, you can use the Microsoft Product Support Services Web site to find a solution to your problem. The Microsoft Product Support Services Web site provides the following services:
Searchable Knowledge Base - Search technical support information and self-help tools for Microsoft products.


Frequently Asked Questions - View product-specific frequently asked questions and support highlights.


Microsoft Product Support Newsgroups - Discuss with your counterparts, peers, and Microsoft Most Valuable Professionals (MVPs).


Software and Updates - Find software and updates on the Download Center.






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Issue Type: kbinfo
Technology: kbWinXPHome kbWinXPPro kbWinXPProSearch kbWinXPHomeSearch kbWinXPSearch