Computer Stops Responding When You Try to Shut It Down

ID: Q196008

The information in this article applies to:

SYMPTOMS

When you try to shut down your computer, your computer may stop responding (hang), and you may receive one or both of the following messages:

Windows is shutting down.
-OR-
It's now safe to turn off your computer.


CAUSE

This problem can occur if your computer uses Advanced Configuration and Power Interface (ACPI) and the Fast Shutdown feature is disabled.


RESOLUTION

A supported fix that corrects this problem is now available from Microsoft, but has not been fully regression tested and should be applied only to computers experiencing this specific problem. To resolve this problem immediately, contact Microsoft Technical Support to obtain the fix. If you are not severely impacted by this specific problem, Microsoft recommends that you wait for the next service pack that contains this fix.

For a complete list of Microsoft Technical Support phone numbers and information on support costs, please go to the following address on the World Wide Web:

http://support.microsoft.com/support/supportnet/default.asp


This fix should have the following file attributes (or later): 


   File name   Version     Date       Time     Size
   --------------------------------------------------------
   Acpi.sys    4.10.2000   11/23/98   7:51pm   80,256 bytes


NOTE: If you contact Microsoft to obtain this fix, a fee may be charged. This fee is refundable if it is determined that you only require the fix you requested. However, this fee is non-refundable if you request additional technical support, if your no-charge technical support period has expired, or if you are not eligible for standard no-charge technical support.

For more information about eligibility for no-charge technical support, see the following article in the Microsoft Knowledge Base:
ARTICLE-ID: Q154871
TITLE: Determining If Your Product Is Eligible for No-Charge Technical Support



To work around this problem, enable the Fast Shutdown feature:
  1. Click Start, point to Programs, point to Accessories, point to System tools, and then click System Information.


  2. On the Tools menu, click System Configuration Utility.


  3. On the General tab, click Advanced.


  4. Click the Disable Fast Shutdown check box to clear it, click OK, and then click OK again.


  5. Click Yes when you are prompted to restart your computer.



STATUS

Microsoft has confirmed this to be a problem in Microsoft Windows 98.


MORE INFORMATION

For additional information about disabling Fast Shutdown, please see the following article in the Microsoft Knowledge Base:

ARTICLE-ID : Q187607
TITLE : How to Disable Fast Shutdown in Windows 98



This issue is known to affect the following computers:



For additional information about situations in which it may be advisable to disable Fast Shutdown, please see the following article(s) in the Microsoft Knowledge Base:
ARTICLE-ID: Q193933
TITLE : Code 10 Displayed for APM Support Device After Restarting

ARTICLE-ID: Q186925
TITLE : Restarting Computer While Holding Down SHIFT Key Hangs Windows


ARTICLE-ID: Q193467
TITLE : BUG: RegReplaceKey() Fails in Windows 98

Additional query words: 98 


Keywords          : kbhw kbui win98 
Version           : WINDOWS:
Platform          : WINDOWS 
Issue type        : kbprb

Last Reviewed: August 11, 1999