PC TROUBLESHOOTING

SOURCE:NET
I have problems in Windows after installing new software.
Issue:

I have problems in Windows after installing new software.
Cause:

After installing any type of utility, driver or other software program on a computer you can encounter an almost endless list of issues that can be caused by any of the below reasons.
Confliction with other software installed on the computer.
Issue with program.
Improper installation or problems with installation.
Solution:

Reinstall or uninstall the program

If you’re encountering problems with your computer or other programs after installing new software on your computer attempt to uninstall the program and see if the issues persist. Additional information about how to uninstall program in Windows can be found on document CH000347.

After the program has been uninstalled try installing the program again. Additional information and tips with installing software can be found on document CH000561.

Note: If after installing a program you’re unable to boot into Windows, try booting into Safe Mode. Additional information about getting into Safe Mode can be found on document CHSAFE. In Safe Mode follow the above steps.

Check for software program updates or new versions

If you continue to experience issues verify that the program, game, or utility you’re installing doesn’t have any updates by visiting the developer of the program website.

If you’re installing a software program or drivers for a hardware device such as a printer. Attempt to get the latest software and/or drivers from the manufacturer instead of using the included software. A listing of links to drivers can be found on our drivers page

Runtime errors.
Issue:

Runtime errors.
Cause:

The runtime or run-time error message can be caused by:
Confliction with TSR or other running program
Software issue
Computer Virus
Memory issue

Solution:

Before following the below recommendations for troubleshooting your runtime error if you’re getting a runtime error with a runtime error code and error message such as “Runtime error 75 path/file access error”, skip to the below runtime error listing for a listing of runtime error codes and additional information and causes for these errors.

Confliction with TSR or other running program

If you are encountering a runtime error message while in Windows or above ensure that the issue is not being caused by a third-party program or TSR by end tasking all open programs. Additional information about TSRs and how to end task a TSR can be found on document CHTSR.

If, after end tasking all TSRs, you continue to experience the same issue and are running Windows 95 or Windows 98, verify that no utility or program is being loaded in the autoexec.bat / config.sys that is causing your issue by temporally renaming the files. To do this, follow the below instructions.
Boot to a MS-DOS prompt. Information on how to do this can be found on document CHDOS.
Once at the MS-DOS prompt, type:

cd\
ren autoexec.bat autoexec.ch
ren config.sys config.ch

Once completed, reboot the computer.

Software issue

If your issue persists it is possible that the program, utility or game causing the runtime error may have issues. Verify through the developer’s web site that all updates or patches that may be available have been downloaded and applied.

If no patches or updates are available, attempt to uninstall and/or reinstall the program that is causing the issue. If you are having a runtime error in your operating system, reinstall the operating system.

Add-on, plug-in, or other extra software

Many runtime errors are also caused by other add-ons, plug-ins, or other extra software that has been installed onto the computer and is associated with the program generating the error. If you have any extra software installed that is associated with the program generating the error make sure there are no available updates for the programs and/or try uninstalling each of them to verify they’re not the cause of your issue.

Computer virus

Because computer viruses are capable of tampering with the system settings / memory it is possible for a computer virus to generate a runtime error. If you are currently running a virus protection program on your computer ensure it has the latest updated patch or .dat file.

If you do not have a computer virus protection program it is recommended one be purchased or that a demo be temporarily downloaded to scan your computer hard disk drive for viruses.
Additional information about computer viruses can be found on our virus information page.

Memory issue

Finally, if you have followed all of the above recommendations, it is possible that you may be encountering a hardware / memory related issue. We recommend that you first contact the developer of the program causing the issue for any possible solutions. If no solutions are found, we recommend you contact the computer or motherboard manufacturer for additional recommendations and/or service.
Additional information about troubleshooting memory related issues can be found on document CH000375.

A complete listing of computer-related companies can be found here.

Runtime error listings

Below is a listing of Microsoft Windows and Windows software runtime error codes and related Runtime error messages. If you’re encountering one of the below runtime error codes and have a matching runtime error message see the associated additional information column for causes and information about that runtime. If the additional information does not help resolve your issue try the recommendations under the above solution section.Runtime error code Runtime error message Additional information
5 Illegal function call Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
6 Overflow Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
7 Out of memory This issue can be caused when the computer does not meet the programs system requirements or to much memory is already being used for the program to run.

If your computer meets the requirements try first reinstalling the program to make sure it’s not an issues with the program installation. If this does not resolve your issue review document CH000375 for additional information about troubleshooting out of memory issues.
9 Subscript out of range Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
10 Duplicate definition Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
11 Division by zero Problem with a math formula in the program or the programs code. Verify no software updates are available for the program causing this error.
13 Type Mismatch Make sure your system regional settings are setup correctly and that the program you’re running is made for your version of Windows.
14 Out of string space Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
19 No Resume Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
20 Resume without error Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
28 Out of stack space This issue can be caused by a program or memory error. First try going through the out of memory troubleshooting on document CH000375, if this does not resolve the issue try reinstalling / updating the program.
35 Sub or Function not defined Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
48 Error in loading DLL This issue is often caused with a bad installation or an issue caused after another program has been installed that replaced the programs DLL. Close all programs and TSRs and try installing the program again.
52 Bad file name or number Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
53 File not found File required by the program to run is not found. Program needs to be reinstalled or missing file(s) need to be copied back to the computer.
54 Bad file mode Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
55 File already open Program or file associated with program is being used and program does not have access to use it. Try closing all open programs and run program again. Additional information about closing TSRs can also be found on document CHTSR.
58 File already exists Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
61 Disk full The disk, for example, the hard disk drive does not have enough space for the program to run or for associated files to be copied to. Free up disk space on the computer hard drive. Additional information about how to determine hard disk drive space can be found on document CH000369.
62 Input past end of file Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
63 Bad record number Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
64 Bad file name Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
68 Device unavailable A hardware device or necessary requirement for the program is not being found. Verify all hardware and software required by the program is installed. If you continue to have the same issues verify the latest updates are installed for the program as well as any hardware device the program needs.
70 Permission denied The location of where the program is being copied to does not have proper rights. Or a file that is trying to be copied over because it’s currently being used. Try closing all programs and TSRs and running/installing the program again. Additional information about closing TSRs can also be found on document CHTSR.
71 Disk not ready Verify you have proper rights to the location you are attempting to install the program to.
74 Can’t rename with different drive Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
75 Path/File access error Program does not have rights or access to a file. Often this is caused when a program is trying to access a network file it doesn’t have proper access to either because of network privileges or something is blocking the program. This issue can also be caused when the file is being used by another program or is read-only.
76 Path not found Directory of where the program needs to be copied to or files associated with the program need to be copied to is missing. Try reinstalling the program.
91 Object variable set to Nothing Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
93 Invalid pattern Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
94 Illegal use of NULL Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
102 Command failed Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
339 A file is missing or invalid An associated program file is missing or corrupt. Try reinstalling the program.
429 Object creation failed Program is corrupted, try reinstalling the program generating the runtime error.
438 No such property or method Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
439 Argument type mismatch Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
440 Object error Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
901 Input buffer would be larger than 64K Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
902 Operating system error Verify the program is compatible with your version of Windows and/or has any software updates.
903 External procedure not found Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
904 Global variable type mismatch Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
905 User-defined type mismatch A setting either in the program shortcut or being defined by the user is correct. Try running just the program without any additional settings or variables.
906 External procedure interface mismatch Program error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
1001 Out of memory This issue can be caused when the computer does not meet the programs system requirements or to much memory is already being used for the program to run.

If your computer meets the requirements try first reinstalling the program to make sure it’s not an issue with the program installation. If this does not resolve your issue review document CH000375 for additional information about troubleshooting out of memory issues.
1025 DLL is not supported This issue is often caused with a bad installation or an issue caused after another program has been installed that replaced the programs DLL. Close all programs and TSRs and try installing the program again.
6205 See document CH000959.
How to fix a fatal exception error.
Issue:

How to fix a fatal exception error.
Additional information:

Windows and software now commonly use exceptions which allow Windows or other software to communicate in layers and communicate errors or exceptions. If a program is given an exception that is invalid or unknown, the program or operating system will generate a fatal exception. Fatal exceptions are also commonly referred to as a Fatal OE, as the OE error is one of the more commonly experienced fatal exception error messages.

Fatal exception error messages are generated when one of the below situations occur.
Access to an illegal software instruction has occurred.
Invalid data or code has been accessed.
The privilege level of an operation is invalid.

When a fatal exception is encountered the error will be in the below format.

A fatal exception has occurred at xxxx:xxxxxxxx

In the above example of the fatal exception the YZ represents the actual processor exception, this can range from 00 to 0F. Each of theses processor exceptions are explained under Extended information.

After the processor exception is the enhanced instruction pointer to the code segment and the 32-bit address. This is exactly where the error exception has occurred.
See our fatal exception dictionary definition for additional information about this term as well as related dictionary definitions.
Cause:

Fatal exception errors are generally caused by incompatibility issues, errors in the code, heat related issues, and/or other hardware / software issues. Because of the wide range of possibilities, we have created this document to help determine or resolve your issue.
Solution:

Remove all TSRs

Disable or unload any TSRs or programs currently running before running the program or attempting to recreate the error.
Additional information on how to end task a TSR can be found on document CHTSR.

Delete all program temporary files

Delete all temporary files that may still be residing on the hard disk drive from currently or previously running programs.

Additional information on how to remove temporary file can found on document CH000225.

Run Scandisk / Defrag

Attempt to run scandisk / defrag on the hard disk drive as it could be possible your hard disk drive may have an issue causing the swap file or data files to become corrupt or invalid
Additional information on scandisk can be found on our scandisk page.
Additional information on defrag can be found on our defrag page.

Disable External Cache in CMOS

If the option is available, attempt to enter your computer’s CMOS setup and disable the external cache. If this resolves your issue it is likely that you are encountering a heat related issue.
Additional information about CMOS can be found on our CMOS page.

Heat related issue

Verify that all fans in and on your computer are properly working. Possibly attempt to add an additional case fan, if there is available space.

Overclocked computer

If you have overclocked any component within the computer, set the computer to its factory settings to verify that the overclocked component is not causing the issue.

Update software or check for software patches

If you are experiencing invalid page faults in only one program, verify that the software program is compatible with the operating system you are running the program within. Also verify with the manufacturer or vendor of the software program that there are no available patches or updates for the program that may help or resolve your issue.

Verify your computer has more than 200 MB available

If your computer is running low on hard disk space, your Windows swap file will be unable to increase in size when needed, causing programs to be swapped between memory and the hard disk drive more frequently. When this occurs it is more likely that a GPF can occur.

Recently installed software / hardware

If you have recently installed new software or hardware attempt to uninstall or reinstall that software / hardware to verify it is not causing your issue.

CPU Core Voltage

If available, verify within your CMOS or by jumper that your CPU core voltage is set to factory specification. This may require that you consult your documentation or motherboard manufacturer.

Bad Memory, invalid bits or physically bad memory

It is possible that bad memory can cause a Fatal Exception. If you have recently added memory to the computer, it is recommended that it first be removed to verify that you are not experiencing conflicts with the recently installed memory.

If no memory has been recently added to the computer and you have tried all the above recommendations you can find additional information about testing your memory on document CH000708.

Extended Information:

Below is a listing of the more commonly experienced processor exceptions ranging from 00 to 0F. If you have not already, please review the Additional Information section of this document explaining the basic information about the Fatal Exception errors and the layout of the Fatal Exception.

00 = Divide Fault
Occurs if division by zero is attempted or if the result of the operation does not fit in the destination operand.

02=NMI interrupt
Interrupt 2 is reserved for the hardware Non-Maskable-Interrupt condition. No exceptions trap through interrupt 2.

04=Overflow trap
Occurs after an INTRO instruction has executed and the OF bit is set to 1.

05=Bounds Check fault
The array Index is out of range

06=Invalid Opcode fault
This error can be caused by one of the below conditions.
Processor attempting to decode a bit pattern that does not correspond to any legal computer instruction.
Processor attempts to execute an instruction that contains invalid operands.
Processor attempts to execute a protected-mode instruction while running in virtual 8086 mode.
Processor attempts to execute a LOCK prefix with an instruction that cannot be locked.

07=Copressor not available fault.
This error can occur if no math coprocessor is present. This error can also occur when the math coprocessor is used and a task switch is executed.

08=Double Fault.
This error occurs when processing an exception triggers a second exception.

09(OD)=Copressor Segment Overrun.
Floating point operand is outside the segment.

10(0Ah/0A)=Invalid Task State Segment Fault
Can be caused by a number of possibilities as Task State Segment contains a number of descriptors.

11(0Bh)=Not Present Fault
The Not Present interrupt allows the operating system to implement virtual memory through the segmentation mechanism. 0B fault occurs when this segment is not available.

12(0Ch)=Stack Fault
Occurs when instruction refers to memory beyond the limit of the stack segment.

13(Odh)=General Protection Fault
Caused by any condition that is not covered by any of the other processor exceptions. The exception indicates that this program has been corrupted in memory generally resulting in the immediate termination of the program. Also see document CH000224 for additional information about GPFs.

14(Oeh)=Page Fault
Occurs when a paging protection rule is violated (when the retrieve fails, data retrieved is invalid or the code that issued the fault broke the protection rule for the processor).

16(10h)=Coprocessor error fault
Occurs when an unmasked floating-point exception has signaled a previous instruction.

17(11h)=Alignment Check Fault
Only used on 80486 computers. Caused when code executing at ring privilege 3 attempts to access a word operand that is not divisible by four, or a long real or temp real whose address is not divisible by eight.
My computer is running slow what steps can I do to fix it?
Issue:

My computer is running slow what steps can I do to fix it?
Cause:

This issue can be caused by any of the below possibilities.
Hard disk drive is short on available disk space.
Several software programs have been installed/uninstalled leaving behind bad files and/or confusing the software.
Data Corruption.
Computer is overheating.
Bad Hardware.
Additional information:

If your Internet is slow this document does not contain information about this issue. See document CH000986 for additional information about why your Internet connection may be slow.

PC Solution:

Below are steps for Microsoft Windows that should help speed up the computer or determine why the computer is running slow.

Not enough hard disk drive space

If you have a hard disk drive that is 2GB or smaller, ensure that there is at least 200MB of hard disk drive space free. If you have a hard drive larger than this size, verify that there is at least 500MB of free hard disk space. This available space allows the computer to have room for the swap file to increase in size as well as room for temporary files. See document CH000528 for additional information about regaining lost hard disk drive space.

Hard drive corrupted or fragmented

Run Scandisk or something equivalent to help ensure that there is nothing physically wrong with the computer hard disk drive.

Run Defrag to help ensure that data is arranged in the best possible order.

Background programs

Remove or disable any TSRs or programs that automatically start each time the computer boots. See document CHTSR for additional information.

Hardware conflicts

Verify that the Device Manager has no conflicts, but if conflicts are present, resolve them.

Issues with Windows XP prefetch

If you have Windows XP try deleting all files in the prefetch directory. These are prefetch files and can lower system resources if loading programs no longer being used. See our prefetch definition for additional information about prefetch.

Issues in Windows 95 / 98 autoexec.bat / config.sys

If you are using Microsoft Windows 95 or Windows 98 and do not plan on running any MS-DOS programs from MS-DOS follow the below steps.
Click Start, Run and type command and press enter.
In the MS-DOS window type cd\ to get to C:\> and then type ren autoexec.bat autoexec.ch and ren config.sys config.ch

This will rename your autoexec.bat and config.sys and help make sure memory is being optimized through Windows.

Computer or processor is overheating

Make sure your computer and processor is not overheating, excessive heat can cause a significant decrease in computer performance some processors will even lower the speed of the processor automatically to help compensate for the heat related issues. Additional information about your processor temperature and was of determining how hot it is can be found on document CH000687.

Specific operating system basic troubleshooting

Try running through the basic troubleshooting steps for your operating system.

Erase computer and start over

Finally, if none of the above solutions resolve your issues, it is recommended that you either reinstall Windows and/or erase everything and then start over. Additional information about how to do this can be found on document CH000186.

Hardware issues

If your computer continues to be slow after going over each of the above recommendations it’s possible that your computer is experiencing a more serious hardware related issue such as a failing component in the computer. This could be a failing or bad CPU, RAM, Motherboard, or other component.
Regaining computer hard disk drive space.
Issue:

Regaining computer hard disk drive space.

Answers:

Microsoft Windows 98, ME, 2000, XP and Vista users

Run the Disk Cleanup option
Open My Computer.
Right-click on the hard disk drive that you wish to regain hard disk drive space. For example, right-click on the C: drive.
Click Properties.
Within the General tab, click the “Disk Cleanup” button located next to the pie chart.
Windows will scan the computer for all files available to clean up.
Once in the Disk Cleanup window check each of the boxes (except “compress old files”) that are taking disk space and click Ok and then Yes if you wish to proceed.

Compress?

When performing a Disk Cleanup you’ll have an option to compress your hard drive. We strongly recommend users do not compress their hard disk drive and/or compress their old files.

Additional suggestion for Windows 2000 and Windows XP users:

Window 2000 and Windows XP keeps all the necessary files needed to uninstall any of the updates ever installed on your computer. Often this is several dozen updates that can take up several hundred and sometimes over 1 gig of space on your hard disk drive. See document CH000849 for additional information about these folders, how to locate them, and delete them.

Disable System Restore

Windows XP users can also decrease the default space utilized by Windows System Restore and often gain several additional gigabytes of hard disk drive space. See the below steps in customizing this feature.
Click Start, Programs, Accessories, System Tools, and open “System Restore”.
Within the System Restore window, click “System Restore Settings”.
Within the “System Restore” tab you can either check the “Turn off System Restore on all drives” to completely disable this feature, or click the Settings button and decrease the space usage, which we would recommend.

Disable hibernation

If you turn your computer off instead of using hibernation mode you can disable this feature to free up a lot of disk space. Additional information about disabling hibernate can be found be found on document CH001000.

Microsoft Windows 95 users

Users can regain computer hard disk space by performing any or all of the below steps.

Clean up temporary files
Click Start and then Search or Find
In the “File Type” text field type: *.tmp and verify the computer is looking at the C: drive or the drive that contains your operating system.
Search for files and delete each of the temporary files that are found.

Delete chk files

Perform the same steps as number one except search for *.chk and delete any of the files that are found.

Uninstall old programs or games no longer used

Information about how to uninstall programs can be found in document CH000347.

MS-DOS and Windows 3.x users

Users can regain computer hard disk drive space by performing any or all of the below steps.
From the MS-DOS prompt, type “del *.tmp /s” and “del *.chk /s”. This command will delete any temporary files or scandisk error files on the hard disk drive.
Delete any software programs or games you are no longer using from MS-DOS or from Windows.

See our del command page or our deltree command page for additional information about each of these commands.

What is a computer virus?
A computer virus is a small software program that spreads from one computer to another computer and that interferes with computer operation. A computer virus may corrupt or delete data on a computer, use an e-mail program to spread the virus to other computers, or even delete everything on the hard disk.

Computer viruses are most easily spread by attachments in e-mail messages or by instant messaging messages. Therefore, you must never open an e-mail attachment unless you know who sent the message or unless you are expecting the e-mail attachment. Computer viruses can be disguised as attachments of funny images, greeting cards, or audio and video files. Computer viruses also spread by using downloads on the Internet. Computer viruses can be hidden in pirated software or in other files or programs that you may download.
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Symptoms of a computer virus
If you suspect or confirm that your computer is infected with a computer virus, obtain the current antivirus software. The following are some primary indicators that a computer may be infected:
The computer runs slower than usual.
The computer stops responding, or it locks up frequently.
The computer crashes, and then it restarts every few minutes.
The computer restarts on its own. Additionally, the computer does not run as usual.
Applications on the computer do not work correctly.
Disks or disk drives are inaccessible.
You cannot print items correctly.
You see unusual error messages.
You see distorted menus and dialog boxes.
There is a double extension on an attachment that you recently opened, such as a .jpg, .vbs, .gif, or .exe. extension.
An antivirus program is disabled for no reason. Additionally, the antivirus program cannot be restarted.
An antivirus program cannot be installed on the computer, or the antivirus program will not run.
New icons appear on the desktop that you did not put there, or the icons are not associated with any recently installed programs.
Strange sounds or music plays from the speakers unexpectedly.
A program disappears from the computer even though you did not intentionally remove the program.
Note These are common signs of infection. However, these signs may also be caused by hardware or software problems that have nothing to do with a computer virus. Unless you run the Microsoft Malicious Software Removal Tool, and then you install industry-standard, up-to-date antivirus software on your computer, you cannot be certain whether a computer is infected with a computer virus or not.
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Symptoms of worms and trojan horse viruses in e-mail messages
When a computer virus infects e-mail messages or infects other files on a computer, you may notice the following symptoms:
The infected file may make copies of itself. This behavior may use up all the free space on the hard disk.
A copy of the infected file may be sent to all the addresses in an e-mail address list.
The computer virus may reformat the hard disk. This behavior will delete files and programs.
The computer virus may install hidden programs, such as pirated software. This pirated software may then be distributed and sold from the computer.
The computer virus may reduce security. This could enable intruders to remotely access the computer or the network.
You receive an e-mail message that has a strange attachment. When you open the attachment, dialog boxes appear, or a sudden degradation in system performance occurs.
Someone tells you that they have recently received e-mail messages from you that contained attached files that you did not send. The files that are attached to the e-mail messages have extensions such as .exe, .bat, .scr, and .vbs extensions.
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Symptoms that may be the result of ordinary Windows functions
A computer virus infection may cause the following problems:
Windows does not start even though you have not made any system changes or even though you have not installed or removed any programs.
There is frequent modem activity. If you have an external modem, you may notice the lights blinking frequently when the modem is not being used. You may be unknowingly supplying pirated software.
Windows does not start because certain important system files are missing. Additionally, you receive an error message that lists the missing files.
The computer sometimes starts as expected. However, at other times, the computer stops responding before the desktop icons and the taskbar appear.
The computer runs very slowly. Additionally, the computer takes longer than expected to start.
You receive out-of-memory error messages even though the computer has sufficient RAM.
New programs are installed incorrectly.
Windows spontaneously restarts unexpectedly.
Programs that used to run stop responding frequently. Even if you remove and reinstall the programs, the issue continues to occur.
A disk utility such as Scandisk reports multiple serious disk errors.
A partition disappears.
The computer always stops responding when you try to use Microsoft Office products.
You cannot start Windows Task Manager.
Antivirus software indicates that a computer virus is present.
Note These problems may also occur because of ordinary Windows functions or problems in Windows that are not caused by a computer virus.
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How to remove a computer virus
Even for an expert, removing a computer virus can be a difficult task without the help of computer virus removal tools. Some computer viruses and other unwanted software, such as spyware, even reinstall themselves after the viruses have been detected and removed. Fortunately, by updating the computer and by using antivirus tools, you can help permanently remove unwanted software.

To remove a computer virus, follow these steps:
Install the latest updates from Microsoft Update on the computer.
Update the antivirus software on the computer. Then, perform a thorough scan of the computer by using the antivirus software.
Download, install, and then run the Microsoft Malicious Software Removal Tool to remove existing viruses on the computer. To download the Malicious Software Removal Tool, visit the following Microsoft Web site:
HYPERLINK “http://www.microsoft.com/security/malwareremove/default.mspx” http://www.microsoft.com/security/malwareremove/default.mspx

A.I.D.S. Virus
How to tell the hoax from the real thing, from the U.S. Dept. of Energy’s Computer Incident Advisory Capability.
AOL4Free
This one is complicated. The name refers to a bogus virus alert, but also to a known ‘Trojan horse’ program. Details from the CIAC Virus Hoaxes page.
Be My Valentine
It’s a hoax. Sophos.com calls it “a waste of time and bandwidth.”
BUDDYLST.ZIP
An AOL hoax, supposedly a downloadable file containing a virus that will erase your hard drive and/or steal screen names and passwords. Info from Symantec.
Budweiser Frogs Screen Saver
Originally offered in 1996 as a download from Budweiser.com, the Bud Frogs Screen Saver was an instant hit; too big a hit for some people’s tastes, evidently, because in 1997 pranksters launched an urgent alert claiming the program contains a virus.
California IBM / Wobbler Virus
Messages warning of a dangerous file attachment called “California IBM” or “Wobbler” are hoaxes, according to About’s Antivirus Guide.
Celcom Screen Saver (CELLSAVER.EXE)
It’s a 1998 hoax updated for a new audience. Check here for the facts.
ELFBOWL.EXE (’Elf Bowling’)
Antivirus experts say there are several variants of this hoax, all of which attempt to discredit the safety of popular games.
GHOST.EXE
Rob Rosenberger tells the story of how a harmless Halloween animation came to be known as a “dangerous” Trojan horse program.
Good Times
Solid info from the venerable ‘Good Times Virus Hoax FAQ.’
‘Happy New Year’ Virus
A hoax, says Symantec’s virus lab.
HTML Virus
From ZDNN: computer virus researcher Russ Cooper says the threat posed by the possibility of “hostile code” in Web pages is more theoretical than real.
Internet Flower for You
Debunked by About’s Antivirus Guide Mary Landesman.
‘Invitation’ Virus
Hoax virus alert circulating just prior to the opening of of the 2006 Winter Olympics warns of a computer virus that “opens an Olympic torch which ‘burns’ the hard disc.” (Variant of “A Virtual Card for You” hoax.)
Irina
From IBM: how an interactive novel on the Web came to be mistakenly known as a computer virus.
It Takes Guts to Say Jesus
That’s the title of a supposed new virus-bearing email according to a forwarded email alert. No way, say antivirus labs. The warning is a hoax.
JDBGMGR.EXE
(Also known as the “teddy bear virus.”) Following on the coat tails of the SULFNBK.EXE hoax, this warning again urges users to delete a perfectly legitimate file.
Life Is Beautiful
Email warnings about a supposed virus-bearing PowerPoint presentation called “Life is beautiful.pps” are false.
Mail Server Report
True: An Internet virus / worm is being propagated in emails containing the header ‘Mail Server Report’
‘Merry Christmas’ Virus Warning
Message beginning “Do not open any message with an attached file called ‘Merry Christmas’ regardless of who sent it” is a hoax.
MusicPanel (MP3) Virus
This is a hoax, says computer security expert Rob Rosenberger. There is no “July 4″ virus embedded in music downloaded from the Internet.
NEW PICTURES OF FAMILY
Also known simply as “Family Pictures.” No real virus here, just a hoax — as listed by Sophos.com.
Osama Bin Laden ‘Suicide’ Virus
Outdated email alert warns that messages purporting to offer pictures of al-Qaeda leader Osama Bin Laden hanged actually link to a malicious computer virus.
Penpal Greetings
“Simply another hoax,” says IBM’s Antivirus department.
PERRIN.EXE - Upgrade Internet2
About’s antivirus expert Mary Landesman has ruled this one a hoax.
‘POSTCARD’ Virus Alert
Hoax email alert warns of ‘the worst virus ever’ circulating in the form of an attachment labeled “POSTCARD.”
Returned or Unable to Deliver(y)
It’s a prank, straighforwardly debunked by Mary Landesman.
Sandman
This phony alert about a supposedly malicious Geocities Website has been circulating for way too long.
‘Sector Zero’ Virus Alert
More commonly known as “A Virtual Card for You,” this alleged virus is a hoax.
SULFNBK.EXE
Is it a hoax, a virus, or WHAT? Here are answers to frequently asked questions about the so-called “June 1 Virus.”
Win a Holiday
Facts behind an old virus hoax with a brand-new name. (Update: newer versions include the header “Help poor dog…”)
WOBBLER
Also known as the “California” virus. Hoax info from Antivirus expert Mary Landesman.
‘WTC Survivor’ Virus
According to all the major antivirus labs this supposed virus, allegedly capable of wiping out your hard drive, doesn’t exist.
A Virtual Card for You
Hoax email alert warns of ‘the worst virus ever’ circulating under the header ‘A Card for You’ (or ‘A Virtual Card for You’).
WORK Virus Warning
Beware, there’s a new virus going around called ‘work.’ If you receive any sort of ‘work’ at all, whether via email, Internet or simply handed to you by a colleague… DO NOT OPEN IT!
Windows restarts without warning.
Question:

Windows restarts without warning.
Additional information:
This document is about computers that are restarting or rebooting by themselves, if your computer is turning off and remaining off please see document CH000689.
Some of the below steps in the answer require you open your computer and remove hardware devices, while in the computer make sure you’re aware of ESD.
If you’re looking for information about how to restart Microsoft Windows see document CH000825.
Cause:

This issue could be caused by any of the below possibilities.
Software issue or error.
Hardware issue or error.
Heat related issue.
Computer virus.
Issue with operating system.
Answer:

Software issue or error

Errors generated by software programs can cause a computer to reboot unexpectedly or without warning. If you are running Windows XP see the below section “For Windows XP users” before continuing.

If you are not running Windows XP or following the below steps still cause your computer to reboot without warning. Boot your computer into Safe Mode, and let the computer run in Safe Mode. Additional information and help with getting into Safe Mode can be found on document CHSAFE.

If the computer is still rebooting in Safe Mode the issue is likely not software related but something else, skip to the next section. If the computer is not rebooting in Safe Mode it is likely you have software related issue. We would recommend you run through the basic troubleshooting section for your operating system.

For Windows XP users

Windows XP is designed to automatically reboot each time an error occurs such as a BSoD. Although this may be nice for errors that do not occur often, users who have a re-occurring error may wish to identify the error to troubleshoot it. Below are the steps on how this feature can be disabled and enabled in Windows XP.
From the desktop right-click on My Computer.
Click the Properties option.
In the System Properties window click the Advanced tab.
In Advanced click the Settings button under Startup and Recovery.
In the Startup and Recovery window uncheck the Automatically restart check box.
Click Ok.

Now if the computer generates and error it should not automatically restart and enable you to display any errors your computer may be experiencing.

Hardware issue or error

Any failing hardware component in your computer could cause your computer to unexpectedly generate an error and/or reboot without warning. If you have recently attempted to add a new hardware device, remove that device to make sure it is not causing your issues.

Make sure you are not encountering any hardware conflicts by viewing Device Manager for errors. Additional information about Device Manager can be found on our Device Manager page.

New drivers can also cause this issue, if you have recently performed any hardware driver updates you may wish to try an earlier version of the drivers. Additional information and help with computer drivers can be found on our drivers page.

If you have updated drivers and removed any hardware that could be causing this issue and continue to experience random reboots, it’s possible that the memory is bad in the computer. Additional information about testing computers memory can be found on document CH000708.

Finally, hardware devices that are not installed properly in the computer can also cause random reboots. Make sure all the cables and expansion cards are connected properly to the computer. The best way to determine this is to disconnect and reconnect all cables and expansion cards.

Computer virus

Computer viruses such as the blaster virus are written to reboot your computer without warning. Usually these viruses will make the computer reboot ever 5, 10, 15 or 30 minutes after the computer has booted.

If you believe your computer may be infected with a virus or are uncertain if your computer is infected with a virus make sure your virus scanner definitions are up to date. Additional information about checking this can be found in document CH000533.

Heat related issue

Many computer today are designed to turn off or automatically reboot if the computer, processor, or other device in your computer gets to hot. If you have heard any abnormal noises coming from your computer recently such as a high squealing this could indicate a fan may be failing in your computer.

You can first start by verifying the fan on the power supply is working by examining the back of the computer and seeing if the fan is moving and moving smoothly. For all other fans in the computer you will need to either open the computer and make sure the fan are working (processor fan and case fan) and/or if your BIOS monitors the RPM of the fans enter BIOS and make sure the BIOS does not report any errors.

Users may also be able to determine how hot their computer is by onboard thermal sensors, if your computer comes equipped with these sensors make sure your CPU is not running to hot, additional information about how hot your CPU should be running can be found on document CH000687.

Issue with operating system

If after following each of the above recommendations your computer still continues to reboot it is likely that you are experiencing a Microsoft Windows operating system related issue that cannot be explained. To help make sure this is the case please try the below steps.
Reboot the computer and enter CMOS setup as the computer is booting. If you are not familiar with how to enter CMOS please read through document CH000192.
After you have loaded the computer in CMOS setup let the computer sit.

If the computer does not reboot while letting the computer sit in CMOS it is likely that you are in fact experiencing an issue with Microsoft Windows and it is recommend that if you have followed all of the above recommendations that you reinstall your version of Microsoft Windows. Additional information about erasing the computer and starting over can be found on document CH000186.

Windows freezes or stops responding frequently.
Question:

Windows freezes or stops responding frequently.
Cause:

This issue could be caused by any of the below possibilities.
Software related issue.
Driver related issue.
Operating system related issue.
Heat related issue.
Hardware issue.
Serious issue with Windows
Hardware failure.
Answer:

This document contains recommendations on what to do if the computer frequently freezes or completely halts. An easy way to determine if your computer is in this situation is by pressing the Num Lock button on the keyboard and watching the Num Lock led to see if it turns off and/or on.

If you’re able to get the light to turn off an on, press CTRL + ALT + DEL and attempt to end task the program. Additional information about this can be found on document CHTSR. Otherwise continue reading this document.
Software related issue

A computer locking up or freezing is often is caused by a software related issue. If you’re encountering lockups when the computer is opening a particular program, make sure you have all the latest updates for that program. You can find the latest updates for your software through the software developer or publisher.
Driver related issue

A computer lock up can also be caused by drivers. For example, if there is an issue that exists with your video drivers a computer could lock up while playing a game or displaying any other type of video. Make sure you have the latest drivers for all major devices in your computer (video, sound, modem, and network). A listing of driver related pages as well as driver related help can be found on our drivers page.
Operating system related issue

Make sure your operating system has all of the latest updates installed on it. Additional information about updating Windows can be found on document CH000545.
Heat related issue

If the computer processor is getting too hot it can cause the computer to freeze. If you have heard any abnormal noises coming from your computer recently such as a high squealing, this could indicate a fan may be failing in your computer.

You can first start by verifying the fan on the power supply is working by examining the back of the computer and seeing if the fan is moving and moving smoothly. For all other fans in the computer you will need to either open the computer and make sure the fan are working (processor fan and case fan) and/or if your BIOS monitors the RPM of the fans, enter BIOS and make sure the BIOS does not report any errors.

Users may also be able to determine how hot their computer is by onboard thermal sensors. If your computer comes equipped with these sensors, make sure your CPU is not running too hot. Additional information about how hot your CPU should be running can be found on document CH000687.
Hardware issue

In addition to software, hardware can also cause a computer to lock. If you have recently added any new hardware into the computer, try temporarily removing it to make sure it is not the cause of your issue.

Before attempting to remove any hardware, make sure you are not encountering this issue because of hardware conflicts by viewing Device Manager for errors. Additional information about Device Manager can be found on our Device Manager page.

If you have not recently installed any new hardware into the computer, the next best solution to determining if this is a hardware issue would be remove any hardware on the computer that is not needed. For example, remove your modem, network card, sound card, and any other expansion cards that are not needed for the computer to operate. Run the computer without these cards to see if they are the cause of your issue.

Note: When opening the computer, make sure you are aware of ESD and its potential dangers. See our ESD page for additional information.
Serious issue with Windows

If you have tried all the above recommendations and the computer continues to frequently lock up, its possible that Windows may be seriously corrupt. Try running through the basic troubleshooting steps for your version of Windows on our basic troubleshooting page. If these additional steps do not resolve your issue, we suggest you backup all information and erase and reinstall Windows on your computer. Additional information about how to do this can be found on document CH000186.
Hardware failure

If after reinstalling your operating system, or during the installation of your operating system, your computer turns off abnormally, it is very likely that other hardware is failing in the computer. Often this is RAM, CPU, Motherboard, and/or Power Supply (in that order).

If you have extra available parts or have a friend or co-worker with a similar configuration that is willing to allow you to test their hardware in your computer, try swapping these parts to determine if they are at fault. Otherwise, you will need to have the computer serviced.
Additional information:
See our frozen dictionary definition for additional information about this term as well as related terms.
See document CH000700 for additional information about what to do if the computer freezes.
Not a valid Win32 application.
Question:

Not a valid Win32 application.
Additional information:

Often this error message will be similar to the below error message.

C:\Program Files\myprogram\program.exe is not a valid Win32 application.
Cause:

This issue can be caused by any of the below possibilities.
File is corrupt, bad, or missing.
File is not designed for your version of Windows.
File is a virus, worm, or other malware file.
Hardware incompatibility.
Answer:
File is corrupt, bad, or missing

If the file or program you’re attempting to run is corrupt or missing, Windows will be unable to execute the file properly and sometimes generate this error message.

Download files

If you downloaded this file and verified it is a file that will work with your version of Windows, delete the file and try downloading and running it again. It’s possible during the download that the file became corrupted.

Finally, if the second download does not work, try downloading the file from a different webpage. It is possible that the person or company maintaining the website mistakenly uploaded a corrupt version of the file you’re attempting download.

Installing a program from a CD or other disk

If you’re attempting to install a program and are getting this error, verify that the CD is clean. If the CD is dirty or bad, you could get this error during the install and/or get this error after the program has been installed because it was not copied properly onto the computer.

Additional information about cleaning a CD can be found on our cleaning page.

Running a program from the computer

If you’re running the program from a shortcut on the computer, verify that the program is still on the computer. In some cases if the program is no longer installed on the computer you may get this error.

If the hard disk drive is corrupted or bad it can also cause working programs to fail either because not all the data can be read from the hard disk drive or because the program has become corrupted while on the drive. Run scandisk and defrag on the hard disk drive to check for any potential errors.

Long file name issue

Make sure the program or file you’re attempting to run does not contain the same name as the long file name directory it is contained in. For example, executing a file named “program” in the “program files” directory can cause errors in some versions of Windows.

Additionally, if you’re attempting to install a program and after the install the program does not work, you may also want to try installing the program in a different directory.

Bad file

Any file can be changed or renamed to be a .exe file. If you’re downloading the file, make sure the file is supposed to be a .exe file and that it’s not being changed. If you’re attempting to create a .exe, file make sure you’re compiling the file for Windows and never just rename a file to a .exe file. For example, renaming a .bat file to a .exe file will not make the file an executable file. For a file to become an executable file it needs to either be compiled or converted through a software program designed to convert the file.
File is not designed for your version of Windows

If you’re trying to run a program that is not designed for your version of Windows you may get this error. Although many older programs designed to work in older versions of Windows will work with new versions of Windows, unfortunately, not all programs will work.

If the program is an older MS-DOS program or early Windows program you may get this error.

If the program is designed for a 64-bit version of Windows and you’re running it in a 32-bit version of Windows, it will not work and generate this error.

If you’re attempting to run an older computer game in a new version of Windows, see document CH000587 for additional suggestions about getting older games to work in Windows.
File is a virus, worm, or other malware file

This error can be generated by a file that is a virus, worm, trojan, or other type of malware file. Often, this will be caused because the virus scanner installed in the computer will not allow the file to be installed or run. Try scanning the file to verify it is not a virus and/or infected.

If the file has been checked and is clean, it is still possible that the virus protection program and/or another program installed on the computer is causing issues during the install or execution of the program. Boot the computer into Safe Mode and try running the program; booting the computer into Safe Mode will make sure nothing is running in the background that could be causing this issue. Additional information about Safe Mode can be found on document CHSAFE.
Hardware incompatibility

If you’re getting this error during the installation of a program it’s also possible that the CD-ROM drive or the drive you’re installing the program from is not compatible with Windows or has drivers that are not compatible with Windows.

Download the latest drivers for your CD drive or other drive through our drivers page.

Missing Microsoft Windows .dll files.
Question:

Missing Microsoft Windows .dll files.
Cause:

A missing or corrupt .dll file can be caused by any of the below possibilities.
Another program was uninstalled that removed a .dll file that was required by another program or the operating system.
A program was installed that overwrote the .dll file with either an older version or a version that is incompatible with other programs causing .dll errors.
A bad installation of a program corrupted one or more files causing the .dll errors.
Another user or program maliciously or mistakenly deleted the .dll file or an associated file.
A hardware issue exists with the computer, such as a bad hard disk drive, causing the data on the drive to become corrupt, casing the .dll errors.
Answer:

This document is meant to be a solution for users who are encountering missing .dll errors or other error messages related to .dll files. Before trying the recommended resolutions to resolving these errors, we suggest if you’re getting a single missing .dll error, that you search for that .dll file on Computer Hope.

For example, if you’re getting an error similar to “Internet Explorer encountered an error in KERNEL32.DLL at 0137:BFF3191C”, search for “kernel32.dll” to make sure a specific document has not been created for your issue. In some situations a .dll file error may be caused by a specific situation.

If the Computer Hope search does not return any results for your .dll file or you’re encountering issues with several different .dll files, continue reading our recommendations for resolving your issue.
Downloading a .dll file

In some situations, it may be possible to download or copy a .dll file from another computer onto your computer to resolve the issue. However, because .dll error messages are almost always a more serious issue and/or replacing the missing .dll file with a replacement will cause additional errors or report additional missing files, we suggest you try the below suggestions first.

If you still wish to try to download or copy a missing .dll file, unfortunately, Computer Hope does not have a library of downloadable .dll files; however, there are several other sites that do offer this service. Click here to open an external search for missing .dll files.
Safe mode

If you’re encountering .dll errors that are preventing you from getting into Windows, to troubleshoot the computer, boot the computer into Safe Mode. Additional information and help with getting into Windows Safe Mode can be found on document CHSAFE. Once successfully in Safe Mode, you can continue with the below steps.

If your computer boots normally and/or you’re able to bypass the .dll errors and still operate Windows, you can continue following the below steps.
Microsoft Windows XP and Windows 2000 users

If you’re a Microsoft Windows XP or Windows 2000 user, Microsoft has included some tools that can help resolve .dll file errors relatively easily; before trying any of the below recommendations you, may want to first try the below suggestions.

Windows XP users only

First, try restoring the computer back to an earlier date, this troubleshooting step is a quick and easy recommendation that can resolve a lot of issues encountered with Microsoft Windows computers. Additional information about how to do this can be found on document CH000589.

Windows XP and Windows 2000 users

Use the Windows XP SFC command to have windows scan and repair files; to run this command, follow the below steps. Additional information about the SFC command can be found on our SFC command page.
Click Start
Click Run
Type “sfc /scannow” and press enter.

Once the above steps have been completed, Windows will verify that all protected windows files are intact.
Issue with .dll files only with a specific program

If you’re encountering the missing, corrupt, or other errors relating to .dll files only when you attempt to open or run a program, it’s likely an issue with that program. Thankfully, resolving program-specific errors can be much easier than operating system related .dll errors.

If the program you’re attempting to run has worked in the past on your computer and has only recently started to get the .dll errors, reinstalling the program generating the errors will almost always resolve your problem.

Additionally, while reinstalling the program, it’s also a good idea to check if updates or patches have been made available by the developer of your program. Updates are often found through the developer’s website.
Recently uninstalled program

If you have recently uninstalled a program on the computer, it is possible that the program may have removed a .dll file that is necessary for Windows or a Windows program to work properly.

If you’ve already tried the above recommendations, you may wish to reinstall the program to get whatever file has been deleted back on the computer. If this resolves your .dll error message and you wish to uninstall the program again, during the uninstall process, make sure that you click “No” or “No to all” when asked to delete a system file or any file that may be used by another program.
Recently installed program

If you have recently installed a program and after the installation began encountering your .dll error messages, we suggest you first check if updates are available for the program. In some situations, a program may need to be updated for it to work properly on your computer. Updates are often found through the developer’s website.

If no updates are available for the program, try uninstalling the program to resolve the issue. If this does correct your issue, we suggest you contact the developer of the program for additional support on getting the program installed on the computer without it causing errors.
Virus, spyware, or other malware installed on the computer causing your .dll error

It is possible for a virus, spyware, or other malware program to cause .dll errors; and therefore, we suggest users make sure to run a full virus and spyware scan on your computer.
Windows .dll error message or .dll errors when trying to do something within Windows and not a program

Microsoft Windows .dll errors or .dll error messages that occur when starting Windows or trying to do something within Windows, such as opening the Control Panel, can be more serious and unfortunately more difficult to resolve. For these errors we suggest you run through the basic troubleshooting steps for your operating system.

If running through these steps you encounter the same issues to resolve your .dll errors, it is likely you’ll need to reinstall or erase everything and reinstall Windows to resolve your errors. Additional information about how to do this can be found on document CH000186.

If issues continue after windows has been reinstalled or errors occur during the installation of Windows, it’s possible that you may have a hardware issue that is the cause of all your problems.

Five most common types:

1). Macro virus - this type of virus usually comes as part of a document or spreadsheet, often in email. Microsoft provides a version of Visual BASIC in its Office product, (for example, in Word and Excel) to allow users to write custom routines. These routines are called macros. Many of the current macro viruses are written in this language and attached to Word documents. This capability is powerful, but allows viruses to be written and executed much more easily than by using other methods. Microsoft applications now have a feature called “Macro Virus Protection,” enabled by default that asks the user before automatically executing macros. The Melissa and ILOVEYOU viruses are examples of macro viruses.

2). Boot sector virus - this type of virus overwrites the boot sector on your hard drive or floppy drive. The boot sector holds information necessary for your PC to boot up, so the virus effectively disables your PC. Although floppy disk usage is diminishing, they are still the most common means by which these viruses spread. Boot sector viruses can also infect drives formatted with the NTFS file system. Examples of boot sector viruses are F-Prot and AVP (Kaspersky). There are similar viruses called Master Boot Record (MBR) viruses, which infect the MBR. Examples of these viruses are NYB, AntiExe, and Unashamed.

3). File infector virus - this type of virus attaches itself to executables, for example .com and .exe files. The virus spreads when the program is run, loading itself into memory and/or attaching itself to other programs on your system. It usually spreads to other computers when infected programs are shared. Examples of known file infectors include the Jerusalem and Cascade viruses.

4.) Stealth virus - this type of virus tries to fool antivirus software by catching its requests to the operating system (asking to open a file, for example). In this way, the stealth virus can provide its own clean version of the file to the antivirus software. The best way to defeat this type of virus is to boot from a known clean disk. The FRODO or 4096 virus is an example of a stealth virus, hiding changes in the file size of infected files, to try and avoid detection.

5). Self-modifying virus - this type of virus was designed to avoid detection by antivirus software by changing itself internally. There are two types of self-modifying viruses:

Polymorphic virus - a polymorphic virus infects files with modified (usually encrypted) operational versions of itself, which it decrypts before executing. The virus and the decryption module are both modified on each execution, thus making it difficult to detect. The “Dark Avenger’s Mutation Engine” (also known as MTE or DAME) has been released by virus writers to add this capability to any virus, but is now detectable by most antivirus tools.

Metamorphic virus - a metamorphic virus rewrites itself completely each time it infects a new executable. This strategy requires the virus to include a metamorphic engine, making it large and complex, but also very difficult to detect. An example of a metamorphic virus is Win95.Zmist.A.
Issue:

Basic Microsoft Windows XP troubleshooting.
Additional information:

This document has been created as a location of general steps that can be taken to help you with problems you may be experiencing with Microsoft Windows XP that are either general problems and/or problems not documented elsewhere in the Computer Hope database.

Below are some reasons why a user may follow the steps in this document.
Unknown or undocumented problem with computer running Microsoft Windows XP.
Performance issues with the computer, for example, the computer running slowly.
Users who wish to run maintenance on the computer or potentially speed up the computer.
Users looking for steps to help resolve an issue or that may help locate the cause of an issue.

Users may find explicit documented questions and answers on our Windows XP Q&A page. Additional information about Windows XP can also be found on our Windows XP main page.

Solutions:

Error messages encountered during boot before Windows loads

Before following the below steps please make sure that the error you are encountering is not already documented on Computer Hope by performing a quick search for the error and by looking through our Windows XP Q&A page.
Ensure that your computer BIOS settings are correctly configured to the hardware that is installed in your computer. Improper settings in the BIOS may cause various types of errors when first booting an IBM compatible computer. These errors often occur as the computer is first booting and may stop the load process of the computer.

Error messages while Windows is loading

Errors that occur while Windows XP is loading and/or or prevent Windows XP from loading are likely being caused by a configuration error in the registry.
If you have recently changed or installed something that could have caused Normal Windows to stop loading, try loading the last known good configuration. Additional information about how to do this can be found on document CH000627.
If you are unable to get into Normal Windows and believe that removing or uninstalling a program or changing a setting may help enable you to get into Windows, boot the computer into Windows XP Safe Mode. Additional information about Safe Mode can be found on document CHSAFE.
If your computer has worked fine in the past but recently has been experiencing the issue you’re encountering, run the System Restore option to restore the computer to an earlier date. Information about how to do this can be found on document CH000589.

Other error messages that occur while Windows is loading or after Windows is loaded

Errors that have occurred while Windows is loading and/or after Windows has completed loading are often caused by a program that is automatically loading each time Windows is loading, problem or misconfiguration of a hardware device, or computer virus.
If errors occur but Microsoft Windows still loads, verify no issues or conflicts exist in Device Manager. If errors are found, read through our Device Manager page for steps on resolving issues.
Ensure that if programs are loading automatically that these errors are not associated with these programs. Many times utilities such as virus programs may attempt to load when Windows first starts and cause errors to occur. If you believe that your startup errors are associated with another program, please refer to our basic software troubleshooting.
Make sure Windows XP is up to date by checking Microsoft Windows update page. Additional information about updating Microsoft Windows can be found on document CH000545.
If your computer has a virus protection program installed, make sure it is up to date and that no viruses are being detected. If your computer does not have a virus protection program, you may wish to consider installing a program to make sure no viruses are causing your problems. Information about updating your antivirus program can be found on document CH000533 and information about what antivirus programs are available can be found on document CH000514.
If your computer has worked fine in the past but recently has been experiencing the issue you’re encountering, run the System Restore option to restore the computer to an earlier date. Information about how to do this can be found on document CH000589.

Other error messages

If you are experiencing other error messages, it is likely these errors are being caused by the software program you are running and/or a hardware device you are attempting to utilize. It is recommended you see the basic troubleshooting section for your hardware device or software program.

Computer running slowly
Make sure your computer has at least 500MB of free hard disk drive space. If your computer has less than 500MB free, it may cause the computer to operate more slowly. Additional information about regaining hard disk drive space can be found on document CH000528.
Run Microsoft Scandisk and Defrag on the computer. Additional information and help with these commands can be found on our scandisk page and our defrag page.
Close any programs that are running in the background and/or disable background programs from automatically loading each time your computer boots. Information about doing this can be found in document CHTSR.
Click Start, Search, and click For Files or Folders. In the search window, search for files named *.tmp and make sure you are searching or looking in the local C: drive. Once search has completed, delete any files found.
Ensure that no errors or conflicts exist in the Device Manager.
Make sure Windows XP is up to date by checking Microsoft Windows update page. Additional information about updating Microsoft Windows can be found on document CH000545.
Ensure your computer has the latest drivers for the hardware devices installed in your computer. See document CH000546 for additional information on what drivers should be updated on your computer.
If your computer has a virus protection program installed, make sure it is up to date and that no viruses are being detected. If your computer does not have a virus protection program, you may wish to consider installing a program to make sure no viruses are causing your problems. Information about updating your antivirus program can be found on document CH000533 and information about what antivirus programs are available can be found on document CH000514.
If your computer has worked fine in the past but recently has been experiencing the issue you’re encountering, run the System Restore option to restore the computer to an earlier date. Information about how to do this can be found on document CH000589.

Issue with hardware device

If you are having difficulties with a hardware device, please see our basic troubleshooting section for steps that can be taken to help resolve your hardware issues.

Other

If you are still running into errors or unable to resolve your issue, please search our web page, check our on-line help section, and check our Q&A section for additional help and/or recommendations. If after checking these locations you are still unable to resolve your issue, feel free to contact our support team.
The Trojan virus gets its name from an incident that occurs in Homer’s Iliad. Similar to how the Greeks in Homer’s poem sent an army of men, hidden in a wooden horse, to the Trojans to get into the wall of the city. A Trojan horse appears to be nothing more than an interesting computer program or file, such as “saxophone.wav file” on the computer of user who’s interested in collecting sound samples. The Trojan virus once on your computer, doesn’t reproduce, but instead makes your computer susceptible to malicious intruders by allowing them to access and read your files. Making this type of virus extremely dangerous to your computer’s security and your personal privacy. Therefore, you should avoid downloading programs or files from sites if you’re not 100 percent positive of what the file or program does.

A Worm is a virus program that copies and multiplies itself by using computer networks and security flaws. Worms are more complex than Trojan viruses, and usually attack multi-user systems such as Unix environments and can spread over corporate networks via the circulation of emails. Once multiplied, the copied worms scan the network for further loopholes and flaws in the network. A classic example of a worm is the ILOVEYOU virus.

The best way you can protect yourself from worms is by updating your security patches. Operating systems and application vendors normally provide these patches. In addition, you should avoid opening email attachments from unknown senders.

Email viruses use email messages to spread. An email virus can automatically forward itself to thousands of people, depending on whose email address it attacks. To avoid receiving virus-laden emails, always check that your antivirus software is up-to-date and also stay clear of opening attachments, even from friends that you weren’t expecting or don’t know anything about. Also, block unwanted email viruses by installi