Blue Screen or STOP Error Message Troubleshooting Before You Call Microsoft Support

This article contains troubleshooting information to help you resolve STOP error messages (these error messages are displayed on a blue screen).

When you receive a STOP message (a fatal system error message) in Microsoft Windows NT or BackOffice Small Business Server (SBS), the computer enters debug mode for troubleshooting purposes. The error message appears on a blue screen, and the first few lines are similar to the following sample error message: NOTE: Be sure to write down the text of the error message. It is important information and is one of the first things a Microsoft Support Professional may ask you.

Check the Microsoft Knowledge Base

The Microsoft Knowledge Base contains many articles that explain specific STOP error messages, and resolutions or ways to work around problems. Search the Microsoft Knowledge Base for at least the first hexadecimal number contained in the error message. Using the example above, search for 0x0000001e. It also may be helpful to search for the identified file name and other hexadecimal numbers.

Preparation to Create a Memory.dmp File

1. Verify that your computer is set to write a Memory.dmp file (in Control Panel, double-click System, and then click the Startup/Shutdown tab).
2. Click to select the Write an event to the system log and Write Debugging information to check boxes.
   
   The box below these two check boxes should read "%SystemRoot%\Memory.dmp."

NOTES:

• Clicking to select the Overwrite any existing file check box overwrites the Memory.dmp file if you receive more than one error message on a blue screen.
• You can rename the Memory.dmp file and have two different dump files if the problem cannot be resolved by simple troubleshooting steps, and the dump has to be read.
• Clicking to select the Automatically reboot check box causes the server to automatically reboot after the error message is displayed on a blue screen. This is useful if the server restarts after hours and users dial in remotely to the server. However, it may also cause the server to be in an indefinite loop at startup if there is a serious problem.
• You need to have at least as much free space as there is RAM on the drive on which the Winnt.sbs folder is located. Also, the paging file must be on the same partition on which SBS is installed, and the size must be at least equivalent to the amount of RAM in the computer. A Memory.dmp file is a file to which memory is written, so it is the same size as the computer's RAM. You may need to compress this file and send it to Microsoft using File Transfer Protocol (FTP).

Diagnostic Reports

• To run a Windows NT Diagnostics (Winmsd.exe) report, click Start, click Run, type winmsd, and then click OK.
• To save the report as a text file that you can e-mail to Microsoft or to a consultant, click Save Report on the File menu. Click File, click Complete, and then click OK.

This report provides valuable information about your computer, including services that are running, hard disk and RAM availability, drivers in use, and networking information.

Event Logs

Event logs are another important troubleshooting aid. To save event logs:

1. Click Start, point to Programs, click Administrative Tools, and then click Event Viewer.
2. Click Log, click the log type (the options are System, Security, or Application), click Log, and then click Save As.
3. Click the location to which you want to save the file, and give the file a name with an .evt extension.

Save all three log files for future reference.

Before You Call Microsoft Support

This is additional information that a Microsoft Support Professional may request of you. Please gather as much of this information as possible before you call a Microsoft Support Professional.

Software Configuration

• What version of SBS is installed on the computer?
• Are any additional service packs installed?
• Are any Compaq Support Software Diskettes (SSDs) installed?
• Are any hotfixes installed?
• Is SBS installed on an NTFS partition?
• How are the hard disks partitioned?
• What programs are installed?

Network

• What protocols are installed? (For example, TCP/IP or NetBEUI.)
• Are there any routers on your network?

Hardware

• What is the brand and model of your computer?
• Is the computer listed on the Windows NT Hardware Compatibility List (HCL)?
• What are the brands, types, and sizes of the hard disks?
• What types of controllers are in the computer?
• How many and what types of processors are in the computer?
• How much memory (RAM) is in the computer?
• What types and models of tape drives are in the computer?
• What is the type and model of the CD-ROM drive?
• What types and models of network adapters are installed in the computer?
• Is this first occurrence of the problem?