This article describes general procedures that you can use
to troubleshoot shutdown problems in Microsoft Windows 2000.
Windows 2000 shuts down, messages are sent to the devices, system services, and
programs that are installed on the computer to notify them that Windows is
preparing to shut down. The operating system waits for responses from programs
that are running to make sure that the programs save unsaved data to the hard
disk and shut down properly. Each device, service, and program that is running
usually responds to the shutdown message with a message that states the program
can be closed.
You may experience one or more of the following
symptoms when you try to shut down the computer:
- The computer stops responding (hangs). When this symptom
occurs, a teal or black screen may be displayed.
- The computer does not turn off when you receive the "It is
now safe to turn off your computer" message.
- An error message is displayed on the screen.
Typical causes of shutdown problems include the following
- Faulty or incompatible device drivers.
- System services that either do not respond correctly or
send busy request messages to the system.
- Faulty or incompatible programs.
How to Troubleshoot Shutdown Problems in Windows 2000
To troubleshoot shutdown problems and to isolate the cause of the
incorrect shutdown behavior, use the following methods:
- Use Task Manager to identify the cause of the shutdown
- Undo any recent changes to the computer.
- Use safe mode to identify the cause of the shutdown
- Confirm that the computer's complementary metal oxide
semiconductor (CMOS) and basic input/output system (BIOS) settings are
How to Use Task Manager to Identify the Cause of the Shutdown Behavior
Use Task Manager to determine the programs that are currently
running on the computer. For each program that is listed in Task Manager,
manually quit the program, and then shut down and restart the computer to test
if the shutdown problem is resolved. To do this, follow the procedure that is
described in this section. NOTE
: All programs that are currently running on the computer may not
be listed in the Applications
tab of Task Manager.
- Press CTRL+ALT+DELETE, and then click Task Manager.
- Click the Applications tab.
- In the Task column, click the program that you want to quit, and then click End Task.
- Quit Task Manager.
- Shut down the computer.
How to Undo Any Recent Changes to the Computer
If the shutdown behavior occurs immediately after you make a
change to the computer (for example, you install or upgrade either a program, a
service, or hardware that has device drivers), undo the last change that you
made. For example, remove either the last driver or the last program that you
installed, and then shut down and restart the computer to test if the computer
shuts down correctly.
How to Use Safe Mode to Identify the Cause of the Shutdown Behavior
When you start your computer in safe mode, only a minimal set of
essential drivers and services is loaded. Safe mode is a useful diagnostic tool
to use when you want to identify and resolve problems that are caused by faulty
drivers, programs, or services that start automatically.
determine if the computer shuts down correctly in safe mode:
- Restart the computer.
- When you receive the "Please select the operating system to
start" message, press F8.
- On Windows Advanced Option Menu, use the
arrow keys to select Safe Mode, and then press ENTER.
- If you are using a dual-boot or multiple-boot computer,
select Microsoft Windows 2000 from the list that is displayed, and then press ENTER.
- After the computer starts in safe mode, shut down the
If the computer shuts down correctly when it is in safe
mode, repeat steps 1 through 4 to restart the computer in safe mode, and then
go to step 6 and follow the remaining steps of this procedure to troubleshoot
and identify the cause of the shutdown problem.
- View the boot log file, Ntbtlog.txt, and then make a note
of the devices and services that did not load when you started your computer in
The Ntbtlog.txt file is located in the %SystemRoot%
folder (by default, this is the Winnt folder). You can use Microsoft Notepad to
open and view the file. The Ntbtlog.txt file lists devices and services that
load (and do not load) when you start your computer in safe mode.
NOTE: If there are third-party drivers or services that run when your
computer is in normal mode but do not run when your computer is in safe mode,
the third-party drivers or services may be the cause of the incorrect shutdown
- Restart the computer in normal mode, and then either remove
the drivers for each of the drivers and services that you identified in the
Ntbtlog.txt file to be possible causes of the incorrect shutdown behavior or
stop or disable the services one at a time.
You can use Device
Manager to remove or disable devices and their drivers.For additional information
about how to manage devices by using Device Manager, click the article numbers
below to view the articles in the Microsoft Knowledge Base:
How to Manage Devices in Windows
How to Troubleshoot Unknown Devices Listed in Device Manager
Explanation of Error Codes Generated by Device Manager
- Shut down the computer to test if the shutdown problem is
- After you identify the problem service or driver, either
reinstall the service or the driver if you suspect that a file is damaged or
contact the manufacturer to report the behavior and to obtain information about
possible updates that you can use to resolve the shutdown behavior.
How to Confirm that the Computer's CMOS/BIOS Settings Are CorrectWarning
This procedure may involve changing your computer's CMOS settings
and altering the BIOS. Incorrect changes to the BIOS of your computer can
result in serious problems. Change the computer's CMOS settings at your own
Incorrect or damaged CMOS and BIOS settings can cause startup
and shutdown problems. For information about the correct CMOS and BIOS settings
for your computer and how to check and change these settings, refer to the
computer documentation or contact the manufacturer of your computer. To confirm
that the computer's BIOS is current, contact the computer manufacturer to
inquire about the latest BIOS update available for your computer.
How to Use a Parallel Installation to Identify the Cause of the Shutdown Behavior
To use a parallel installation to troubleshoot shutdown behavior:
- Install a new copy of Windows 2000 to a separate partition
on the computer (create a parallel installation), and then install drivers and
programs one at a time on the parallel installation.
- Shut down and restart the computer between each program
installation and note if the incorrect shutdown behavior occurs.
the behavior occurs, the last driver or the program that you installed may be
the cause of the incorrect shutdown behavior.
- Either remove or update the driver or the program from the
original installation, and then test Windows for proper shutdown.
the problem is resolved, remove the parallel Windows installation.
For additional information about how to troubleshoot shutdown
problems by using safe mode, click the following article number to view the
article in the Microsoft Knowledge Base:
How to troubleshoot problems with Standby mode, Hibernate mode, and shutting down your computer in Windows 2000
information about how to perform a parallel installation of Windows 2000, click
the following article number to view the article in the Microsoft Knowledge
How to perform a parallel installation of Windows 2000 or Windows Server 2003
For additional information about safe mode options in
Windows 2000, click the article numbers below to view the articles in the
Microsoft Knowledge Base:
Description of Safe Boot Mode in Windows
information about how to troubleshoot device drivers in Windows 2000, click the
article numbers below to view the articles in the Microsoft Knowledge Base:
How to Use Driver Verifier to Troubleshoot Device Drivers in Windows 2000
For additional information about how to troubleshoot
specific shutdown problems, click the article number below to view the article
in the Microsoft Knowledge Base:
Stop 0x00000027 RDR_FILE_SYSTEM Error Message During Shutdown
Stop 0x0000009F During Shutdown, Standby, or Restart
FtDisk May Cause a STOP Error 0x000000D1 Error Message When You Shut Down Your Computer
STOP 0x9f in Ntoskrnl.exe When Shutting Down or Restarting Computer
Windows 2000 Shutdown Process Stops and Error Message Refers to Devldr Program
Cannot Shut Down, Restart, Log Off, Stand By, or Hibernate When Computer Is Docked
Troubleshooting Advanced Power Management in Windows 2000
Windows 2000 Does Not Shut Down Correctly with Adaptec Easy CD Creator 4.0 or Earlier Installed
Windows 2000 Professional May Hang During Shutdown with Veritas Backup Exec Desktop Edition 4.4.1
Computer Hangs During Shutdown Because of Resource Conflict