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

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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=supportNote 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

File name

File version

File size

Date

Time

Platform

Acpi.sys

6.1.7600.20561

274,504

29-Oct-2009

07:28

x86

Errdev.sys

6.1.7600.16385

7,168

13-Jul-2009

23:19

x86

Wmiacpi.sys

6.1.7600.16385

11,264

13-Jul-2009

23:19

x86

For all supported x64-based versions of Windows 7

File name

File version

File size

Date

Time

Platform

Acpi.sys

6.1.7600.20561

334,424

29-Oct-2009

18:56

x64

Errdev.sys

6.1.7600.16385

9,728

13-Jul-2009

23:31

x64

Wmiacpi.sys

6.1.7600.16385

14,336

13-Jul-2009

23:31

x64

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

File name

Package_1_for_kb977307~31bf3856ad364e35~x86~~6.1.1.0.mum

File version

Not Applicable

File size

1,827

Date (UTC)

29-Oct-2009

Time (UTC)

23:07

Platform

Not Applicable

File name

Package_2_for_kb977307~31bf3856ad364e35~x86~~6.1.1.0.mum

File version

Not Applicable

File size

1,827

Date (UTC)

29-Oct-2009

Time (UTC)

23:07

Platform

Not Applicable

File name

Package_for_kb977307_rtm~31bf3856ad364e35~x86~~6.1.1.0.mum

File version

Not Applicable

File size

1,714

Date (UTC)

29-Oct-2009

Time (UTC)

23:07

Platform

Not Applicable

File name

X86_acpi.inf_31bf3856ad364e35_6.1.7600.20561_none_22fa5788486c646c.manifest

File version

Not Applicable

File size

3,164

Date (UTC)

29-Oct-2009

Time (UTC)

23:10

Platform

Not Applicable

Additional files for all supported x64-based versions of Windows 7

File name

Amd64_acpi.inf_31bf3856ad364e35_6.1.7600.20561_none_7f18f30c00c9d5a2.manifest

File version

Not Applicable

File size

3,168

Date (UTC)

29-Oct-2009

Time (UTC)

23:12

Platform

Not Applicable

File name

Package_1_for_kb977307~31bf3856ad364e35~amd64~~6.1.1.0.mum

File version

Not Applicable

File size

1,837

Date (UTC)

29-Oct-2009

Time (UTC)

23:07

Platform

Not Applicable

File name

Package_2_for_kb977307~31bf3856ad364e35~amd64~~6.1.1.0.mum

File version

Not Applicable

File size

1,837

Date (UTC)

29-Oct-2009

Time (UTC)

23:07

Platform

Not Applicable

File name

Package_for_kb977307_rtm~31bf3856ad364e35~amd64~~6.1.1.0.mum

File version

Not Applicable

File size

1,724

Date (UTC)

29-Oct-2009

Time (UTC)

23:07

Platform

Not Applicable

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