Article ID: 314103 - View products that this article applies to.
This article was previously published under Q314103
For a Microsoft Windows 2000 version of this article, see 129845
This article describes several procedures that will assist you in identifying the cause of a STOP message before you contact Microsoft Product Support.
When a STOP error (a fatal system error) occurs in Windows, Windows enters debug mode for troubleshooting purposes. A blue screen appears and typically displays information that is similar to the following error message:
STOP 0x0000001e (c000009a 80123f36 02000000 00000246)
Unhandled Kernel exception c000009a from 8123f26
Address 80123f36 has base at 80100000 - Ntoskrnl.exe
Error ReportingWindows XP provides a feature called Error Reporting that enables you to upload information to Microsoft when errors occur. This information is used to determine what problems you are encountering in Windows XP. Using the Error Reporting feature can reveal details about the specific cause of the error that you encountered.
For additional information about Error Reporting in Windows XP, click the article number below to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/310414/EN-US/ )HOW TO: Configure and Use Error Reporting in Windows XP
Knowledge BaseThe Microsoft Knowledge Base contains many articles that explain the reason for a specific STOP message. The articles often suggest a resolution of the problem or a way to work around the problem.
On the Microsoft Web site, you can search the Knowledge Base for information about a specific STOP message. When you set up a search, use at least the first hexadecimal number as a term to search for. For example, in the Summary's illustration of a STOP message, the first hexadecimal number is "0x0000001e." You can also use the identified file name ("Ntoskrnl.exe" in the illustration) and other hexadecimal numbers as search terms.
Memory "Dumps"You can configure Windows to save STOP message information to a "dump" file. If you need to contact Microsoft Product Support, having a dump file helps you give the Support Professional the specific information needed to identify the problem.
By default, saving STOP message information to a file is enabled in Windows XP. Three types of memory dumps are available:
Memory.dmp or Minidump FileIf a STOP message appears and a Memory.dmp or minidump file is created, a Support Professional may be able to debug the dump file. Call Microsoft Product Support, describe the STOP message for the Support Professional, and explain that you have a dump file.
You may be asked to send your dump file to Microsoft if the Support Professional is not able to solve the problem over the phone. If you are asked to send the dump file, use a program like PKZIP to compress the file. Dump files usually can be significantly compressed. Use one of the following methods to upload the file to Microsoft: