You cannot make a computer that is running Windows 7 shut down or sleep

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Article ID: 977307 - View products that this article applies to.
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Symptoms

You have a computer that is running Windows 7 RTM. When the system is under heavy load, you may encounter one or more of the following problems:
  • The hotkey on your keyboard does not work. For example, you press the hotkey to control the brightness of your computer screen. However, the level of brightness does not change.
  • Windows 7 stops responding when you shut down the computer or put the computer into Sleep.
This problem frequently occurs on computers that have multiple processors or that have a processor with multiple cores.

Note: The issue is fixed in Windows 7 Service Pack 1

Resolution

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problems that are described in this article. Apply this hotfix only to systems that are experiencing the problems described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:
http://support.microsoft.com/contactus/?ws=support
Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, your computer must be running Windows 7.

Registry information

To use the hotfix in this package, you do not have to make any changes to the registry.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

File information

The English (United States) version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and times for these files are listed in Coordinated Universal Time (UTC). The dates and times for these files on your local computer are displayed in your local time and with your current daylight saving time (DST) bias. Additionally, the dates and times may change when you perform certain operations on the files.
Windows 7 file information notes
  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows 7" section. MUM and MANIFEST files, and the associated security catalog (.cat) files, are critical to maintaining the state of the updated component. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.
For all supported x86-based versions of Windows 7
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Acpi.sys6.1.7600.20561274,50429-Oct-200907:28x86
Errdev.sys6.1.7600.163857,16813-Jul-200923:19x86
Wmiacpi.sys6.1.7600.1638511,26413-Jul-200923:19x86
For all supported x64-based versions of Windows 7
Collapse this tableExpand this table
File nameFile versionFile sizeDateTimePlatform
Acpi.sys6.1.7600.20561334,42429-Oct-200918:56x64
Errdev.sys6.1.7600.163859,72813-Jul-200923:31x64
Wmiacpi.sys6.1.7600.1638514,33613-Jul-200923:31x64

Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

More information

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:
824684 Description of the standard terminology that is used to describe Microsoft software updates

Additional file information

Additional file information for Windows 7

Additional files for all supported x86-based versions of Windows 7
Collapse this tableExpand this table
File namePackage_1_for_kb977307~31bf3856ad364e35~x86~~6.1.1.0.mum
File versionNot Applicable
File size1,827
Date (UTC)29-Oct-2009
Time (UTC)23:07
PlatformNot Applicable
File namePackage_2_for_kb977307~31bf3856ad364e35~x86~~6.1.1.0.mum
File versionNot Applicable
File size1,827
Date (UTC)29-Oct-2009
Time (UTC)23:07
PlatformNot Applicable
File namePackage_for_kb977307_rtm~31bf3856ad364e35~x86~~6.1.1.0.mum
File versionNot Applicable
File size1,714
Date (UTC)29-Oct-2009
Time (UTC)23:07
PlatformNot Applicable
File nameX86_acpi.inf_31bf3856ad364e35_6.1.7600.20561_none_22fa5788486c646c.manifest
File versionNot Applicable
File size3,164
Date (UTC)29-Oct-2009
Time (UTC)23:10
PlatformNot Applicable
Additional files for all supported x64-based versions of Windows 7
Collapse this tableExpand this table
File nameAmd64_acpi.inf_31bf3856ad364e35_6.1.7600.20561_none_7f18f30c00c9d5a2.manifest
File versionNot Applicable
File size3,168
Date (UTC)29-Oct-2009
Time (UTC)23:12
PlatformNot Applicable
File namePackage_1_for_kb977307~31bf3856ad364e35~amd64~~6.1.1.0.mum
File versionNot Applicable
File size1,837
Date (UTC)29-Oct-2009
Time (UTC)23:07
PlatformNot Applicable
File namePackage_2_for_kb977307~31bf3856ad364e35~amd64~~6.1.1.0.mum
File versionNot Applicable
File size1,837
Date (UTC)29-Oct-2009
Time (UTC)23:07
PlatformNot Applicable
File namePackage_for_kb977307_rtm~31bf3856ad364e35~amd64~~6.1.1.0.mum
File versionNot Applicable
File size1,724
Date (UTC)29-Oct-2009
Time (UTC)23:07
PlatformNot Applicable

Properties

Article ID: 977307 - Last Review: August 13, 2012 - Revision: 9.0
Applies to
  • Windows 7 Home Basic
  • Windows 7 Home Premium
  • Windows 7 Professional
  • Windows 7 Enterprise
  • Windows 7 Ultimate
Keywords: 
kbexpertiseadvanced kbfix kbsurveynew kbautohotfix kbqfe KB977307

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