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Merge pull request #5055 from MicrosoftDocs/v-gmoor-fix-troubleshoot-stop-errors.md
Corrections to layout and presentation in troubleshoot-stop-errors.md
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Gary Moore
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d6113d2f5b
@ -43,24 +43,26 @@ Our analysis of the root causes of crashes indicates the following:
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To troubleshoot Stop error messages, follow these general steps:
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1. Review the Stop error code that you find in the event logs. Search online for the specific Stop error codes to see whether there are any known issues, resolutions, or workarounds for the problem.
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2. As a best practice, we recommend that you do the following:
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a. Make sure that you install the latest Windows updates, cumulative updates, and rollup updates. To verify the update status, refer to the appropriate update history for your system:
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- [Windows 10, version 2004](https://support.microsoft.com/help/4555932)
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- [Windows 10, version 1909](https://support.microsoft.com/help/4529964)
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- [Windows 10, version 1903](https://support.microsoft.com/help/4498140)
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- [Windows 10, version 1809](https://support.microsoft.com/help/4464619)
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- [Windows 10, version 1803](https://support.microsoft.com/help/4099479)
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- [Windows 10, version 1709](https://support.microsoft.com/help/4043454)
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- [Windows 10, version 1703](https://support.microsoft.com/help/4018124)
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- [Windows Server 2016 and Windows 10, version 1607](https://support.microsoft.com/help/4000825)
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- [Windows 10, version 1511](https://support.microsoft.com/help/4000824)
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- [Windows Server 2012 R2 and Windows 8.1](https://support.microsoft.com/help/4009470)
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- [Windows Server 2008 R2 and Windows 7 SP1](https://support.microsoft.com/help/4009469)
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1. Make sure that you install the latest Windows updates, cumulative updates, and rollup updates. To verify the update status, refer to the appropriate update history for your system:
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b. Make sure that the BIOS and firmware are up-to-date.
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- [Windows 10, version 2004](https://support.microsoft.com/help/4555932)
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- [Windows 10, version 1909](https://support.microsoft.com/help/4529964)
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- [Windows 10, version 1903](https://support.microsoft.com/help/4498140)
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- [Windows 10, version 1809](https://support.microsoft.com/help/4464619)
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- [Windows 10, version 1803](https://support.microsoft.com/help/4099479)
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- [Windows 10, version 1709](https://support.microsoft.com/help/4043454)
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- [Windows 10, version 1703](https://support.microsoft.com/help/4018124)
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- [Windows Server 2016 and Windows 10, version 1607](https://support.microsoft.com/help/4000825)
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- [Windows 10, version 1511](https://support.microsoft.com/help/4000824)
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- [Windows Server 2012 R2 and Windows 8.1](https://support.microsoft.com/help/4009470)
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- [Windows Server 2008 R2 and Windows 7 SP1](https://support.microsoft.com/help/4009469)
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c. Run any relevant hardware and memory tests.
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1. Make sure that the BIOS and firmware are up-to-date.
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1. Run any relevant hardware and memory tests.
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3. Run the [Machine Memory Dump Collector](https://home.diagnostics.support.microsoft.com/selfhelp?knowledgebasearticlefilter=2027760&wa=wsignin1.0) Windows diagnostic package. This diagnostic tool is used to collect machine memory dump files and check for known solutions.
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@ -77,7 +79,7 @@ To troubleshoot Stop error messages, follow these general steps:
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>[!NOTE]
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>If there are no updates available from a specific manufacturer, it is recommended that you disable the related service.
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>
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>To do this, see [How to perform a clean boot in Windows](https://support.microsoft.com/help/929135)
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>To do this, see [How to perform a clean boot in Windows](https://support.microsoft.com/help/929135).
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>
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>You can disable a driver by following the steps in [How to temporarily deactivate the kernel mode filter driver in Windows](https://support.microsoft.com/help/816071).
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>
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@ -88,12 +90,18 @@ To troubleshoot Stop error messages, follow these general steps:
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To configure the system for memory dump files, follow these steps:
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1. [Download DumpConfigurator tool](https://codeplexarchive.blob.core.windows.net/archive/projects/WinPlatTools/WinPlatTools.zip).
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2. Extract the .zip file and navigate to **Source Code** folder.
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3. Run the tool DumpConfigurator.hta, and then select **Elevate this HTA**.
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3. Select **Auto Config Kernel**.
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4. Restart the computer for the setting to take effect.
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5. Stop and disable Automatic System Restart Services (ASR) to prevent dump files from being written.
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6. If the server is virtualized, disable auto reboot after the memory dump file is created. This lets you take a snapshot of the server in-state and also if the problem recurs.
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4. Select **Auto Config Kernel**.
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5. Restart the computer for the setting to take effect.
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6. Stop and disable Automatic System Restart Services (ASR) to prevent dump files from being written.
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7. If the server is virtualized, disable auto reboot after the memory dump file is created. This lets you take a snapshot of the server in-state and also if the problem recurs.
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The memory dump file is saved at the following locations:
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@ -106,7 +114,7 @@ The memory dump file is saved at the following locations:
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| Automatic memory dump file | %SystemRoot%\MEMORY.DMP |
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| Active memory dump file | %SystemRoot%\MEMORY.DMP |
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You can use the Microsoft DumpChk (Crash Dump File Checker) tool to verify that the memory dump files are not corrupted or invalid. For more information, see the following video:
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You can use the Microsoft DumpChk (Crash Dump File Checker) tool to verify that the memory dump files are not corrupted or invalid. For more information, see the following video:<br/><br/>
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>[!video https://www.youtube.com/embed/xN7tOfgNKag]
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@ -136,31 +144,44 @@ You can use the tools such as Windows Software Development KIT (SDK) and Symbols
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### Advanced debugging references
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[Advanced Windows Debugging](https://www.amazon.com/Advanced-Windows-Debugging-Mario-Hewardt/dp/0321374460)<br>
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[Debugging Tools for Windows (WinDbg, KD, CDB, NTSD)](/windows-hardware/drivers/debugger/index)
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- [Advanced Windows Debugging](https://www.amazon.com/Advanced-Windows-Debugging-Mario-Hewardt/dp/0321374460)
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- [Debugging Tools for Windows (WinDbg, KD, CDB, NTSD)](/windows-hardware/drivers/debugger/index)
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### Debugging steps
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1. Verify that the computer is set up to generate a complete memory dump file when a crash occurs. See the steps [here](troubleshoot-windows-freeze.md#method-1-memory-dump) for more information.
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2. Locate the memory.dmp file in your Windows directory on the computer that is crashing, and copy that file to another computer.
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3. On the other computer, download the [Windows 10 SDK](https://developer.microsoft.com/windows/downloads/windows-10-sdk).
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4. Start the install and choose **Debugging Tools for Windows**. This installs the WinDbg tool.
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5. Open the WinDbg tool and set the symbol path by clicking **File** and then clicking **Symbol File Path**.<br>
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a. If the computer is connected to the Internet, enter the [Microsoft public symbol server](/windows-hardware/drivers/debugger/microsoft-public-symbols) (https://msdl.microsoft.com/download/symbols) and click **OK**. This is the recommended method.<br>
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b. If the computer is not connected to the Internet, you must specify a local [symbol path](/windows-hardware/drivers/debugger/symbol-path).
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5. Open the WinDbg tool and set the symbol path by clicking **File** and then clicking **Symbol File Path**.
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1. If the computer is connected to the Internet, enter the [Microsoft public symbol server](/windows-hardware/drivers/debugger/microsoft-public-symbols) (https://msdl.microsoft.com/download/symbols) and click **OK**. This is the recommended method.
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1. If the computer is not connected to the Internet, you must specify a local [symbol path](/windows-hardware/drivers/debugger/symbol-path).
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6. Click on **Open Crash Dump**, and then open the memory.dmp file that you copied. See the example below.
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7. There should be a link that says **!analyze -v** under **Bugcheck Analysis**. Click that link. This will enter the command !analyze -v in the prompt at the bottom of the page.
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8. A detailed bugcheck analysis will appear. See the example below.
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9. Scroll down to the section where it says **STACK_TEXT**. There will be rows of numbers with each row followed by a colon and some text. That text should tell you what DLL is causing the crash and if applicable what service is crashing the DLL.
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10. See [Using the !analyze Extension](/windows-hardware/drivers/debugger/using-the--analyze-extension) for details about how to interpret the STACK_TEXT output.
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There are many possible causes of a bugcheck and each case is unique. In the example provided above, the important lines that can be identified from the STACK_TEXT are 20, 21, and 22:
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(HEX data is removed here and lines are numbered for clarity)
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```
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```console
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1 : nt!KeBugCheckEx
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2 : nt!PspCatchCriticalBreak+0xff
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3 : nt!PspTerminateAllThreads+0x1134cf
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@ -217,8 +238,11 @@ We estimate that about 75 percent of all Stop errors are caused by faulty driver
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Use the following guidelines when you use Driver Verifier:
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- Test any “suspicious” drivers (drivers that were recently updated or that are known to be problematic).
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- If you continue to experience non-analyzable crashes, try enabling verification on all third-party and unsigned drivers.
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- Enable concurrent verification on groups of 10–20 drivers.
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- Additionally, if the computer cannot boot into the desktop because of Driver Verifier, you can disable the tool by starting in Safe mode. This is because the tool cannot run in Safe mode.
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For more information, see [Driver Verifier](/windows-hardware/drivers/devtest/driver-verifier).
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@ -246,7 +270,7 @@ USER_MODE_HEALTH_MONITOR <br>Stop error code 0x0000009E | This Stop error indic
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This bugcheck is caused by a driver hang during upgrade, resulting in a bugcheck D1 in NDIS.sys (a Microsoft driver). The **IMAGE_NAME** tells you the faulting driver, but since this is Microsoft driver it cannot be replaced or removed. The resolution method is to disable the network device in device manager and try the upgrade again.
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```
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```console
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2: kd> !analyze -v
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*******************************************************************************
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* *
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@ -400,12 +424,12 @@ FAILURE_ID_REPORT_LINK: https://go.microsoft.com/fwlink/?LinkID=397724&FailureHa
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Followup: ndiscore
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---------
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```
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### Example 2
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In this example, a non-Microsoft driver caused page fault, so we don’t have symbols for this driver. However, looking at **IMAGE_NAME** and or **MODULE_NAME** indicates it’s **WwanUsbMP.sys** that caused the issue. Disconnecting the device and retrying the upgrade is a possible solution.
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```
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```console
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1: kd> !analyze -v
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*******************************************************************************
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* *
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