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Blue Screen or STOP Error Message Troubleshooting Before You Call Microsoft Support
Article ID: 216206 - View products that this article applies to.
This article was previously published under Q216206
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.
Stop 0x0000001e (c000009a 80123f36 02000000 00000246)
Unhandled Kernel exception c000009a from 8123f26
Address has base at 80100000 ntoskrnl.exe
Check the Microsoft Knowledge BaseThe 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
Event LogsEvent logs are another important troubleshooting aid. To save event logs:
Before You Call Microsoft SupportThis 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.
(http://support.microsoft.com/kb/123750/EN-US/ )Debugging Windows NT Setup STOP Screens
(http://support.microsoft.com/kb/174630/EN-US/ )Windows NT Restarts Continuously with Blue Screen
(http://support.microsoft.com/kb/130536/EN-US/ )Windows NT Does Not Save Memory Dump File After a Crash
(http://support.microsoft.com/kb/173277/EN-US/ )No Memory.dmp File Created with RAM Above 1.7 GB
(http://support.microsoft.com/kb/192463/EN-US/ )Gathering Blue Screen Information After Memory Dump
(http://support.microsoft.com/kb/192250/EN-US/ )3Com 3c905b Prevents Write of Memory.dmp
(http://support.microsoft.com/kb/156280/EN-US/ )How to Use Dumpchk.exe to Check a Memory Dump File
(http://support.microsoft.com/kb/119490/EN-US/ )Checking Crashdump File for Corruption
(http://support.microsoft.com/kb/163874/EN-US/ )Pressing CTRL+ALT+DEL When Logging On Can Cause Blue Screen
(http://support.microsoft.com/kb/175204/EN-US/ )SBS Client Setup Fails With a Blue 'L2' Screen
(http://support.microsoft.com/kb/166874/EN-US/ )No Crashdump and Compaq Systems with Smart-2/P (PCI) Controller
(http://support.microsoft.com/kb/150734/EN-US/ )List of Bugs Fixed in Windows NT 4.0 Service Packs (Part 1)
(http://support.microsoft.com/kb/147225/EN-US/ )SMC 8216 EtherCard Elite 16 Ultra May Cause Error Message
(http://support.microsoft.com/kb/132475/EN-US/ )Determining If a Service Pack Has Been Installed