Scenario 1

My computer is running slow what steps can I do to fix it?

Issue:
My computer is running slow what steps can I do to fix it?

Cause:
This issue can be caused by any of the below possibilities.

1. Hard disk drive is short on available disk space.
2. Several software programs have been installed/uninstalled leaving behind bad files and/or confusing the software.
3. Data Corruption.
4. Computer is overheating.
5. Bad Hardware.

1. If you have a hard disk drive that is 2GB or smaller, ensure that there is at least 200MB of hard disk drive space free. If you have a hard drive larger than this size, verify that there is at least 500MB of free hard disk space. This available space allows the computer to have room for the swap file to increase in size as well as room for temporary files. See document CH000528 for additional information about regaining lost hard disk drive space.
   
2. Run Scandisk or something equivalent to help ensure that there is nothing physically wrong with the computer hard disk drive.
   
3. Run Defrag to help ensure that data is arranged in the best possible order.
   
4. Remove or disable any TSRs or programs that automatically start each time the computer boots. See document CHTSR for additional information.
   
5. Verify that the device manager has no conflicts, but if conflicts are present, resolve them.
   
6. If you are using Microsoft Windows 95 or Windows 98 and do not plan on running any MS-DOS programs from MS-DOS, click Start / Run / type command and press enter. In the MS-DOS window type cd\ to get to C:\> then type "ren autoexec.bat autoexec.ch" and "ren config.sys config.ch". This will rename your autoexec.bat and config.sys and help make sure memory is being optimized through Windows.
   
7. If you have Windows XP try deleting all files in the prefetch directory. These are prefetch files and can lower system resources if loading programs no longer being used. See our prefetch definition for additional information about prefetch.
   
8. Try running through the basic troubleshooting steps for your operating system.
   
9. Make sure your computer and processor is not overheating, excessive heat can cause a significant decrease in computer performance some processors will even lower the speed of the processor automatically to help compensate for the heat related issues. Additional information 
   
10. Finally, if none of the above solutions resolve your issues, it is recommended that you either reinstall Windows or erase everything and then start over.
    
    

Scenario 2

How to fix a fatal exception error.

Issue:
How to fix a fatal exception error.

Additional Information:
Windows and software now commonly use exceptions which allow Windows or other software to communicate in layers and communicate errors or exceptions. If a program is given an exception which is invalid or unknown, the program or operating system will generate a fatal exception. Fatal exceptions are also commonly referred to as a Fatal OE, as the OE error is one of the more commonly experienced fatal exception error messages. 

Fatal exception error messages are generated when one of the below situations occur.

• Access to an illegal software instruction has occurred.
  
• Invalid data or code has been accessed.
  
• The privilege level of an operation is invalid.

When a fatal exception is encountered the error will be in the below format.

A fatal exception <YZ> has occurred at xxxx:xxxxxxxx

In the above example of the fatal exception the YZ represents the actual processor exception, this can range from 00 to 0F. Each of theses processor exceptions are explained under Extended information.

After the processor exception is the enhanced instruction pointer to the code segment and the 32-bit address. This is exactly where the error exception has occurred.

Cause:
Fatal exception errors are generally caused by programs' incompatibility, not written properly, heat related issues or other hardware / software issues. Because of the wide range of possibilities, we have created this document to help determine or resolve your issue.

Solution:
Remove all TSRs
Disable or unload any TSRs or programs currently running before running the program or attempting to recreate the error.

Additional information on how to end task a TSR can be found on document CHTSR

Delete all program temporary files
Delete all temporary files that may still be residing on the hard disk drive from currently or previously running programs.

Additional information on how to remove temporary file can found on document CH000225

Run Scandisk / Defrag
Attempt to run scandisk / defrag on the hard disk drive as it could be possible your hard disk drive may have an issue causing the swap file or data files to become corrupt or invalid

Additional information on scandisk can be found on our scandisk page.

Additional information on defrag can be found on our defrag page.

Disable External Cache in CMOS
If the option is available, attempt to enter your computer's CMOS setup and disable the external cache. If this resolves your issue it is likely that you are encountering a heat related issue.

Additional information about CMOS can be found on our CMOS page.

Heat related issue
Verify that all fans in and on your computer are properly working. Possibly attempt to add an additional case fan, if there is available space.

Overclocked computer
If you have overclocked any component within the computer, set the computer to its factory settings to verify that the overclocked component is not causing the issue.

Update software or check for software patches
If you are experiencing invalid page faults in only one program, verify that the software program is compatible with the operating system you are running the program within. Also verify with the manufacturer or vendor of the software program that there are no available patches or updates for the program that may help or resolve your issue.

Verify your computer has more than 200 MB available
If your computer is running low on hard disk space, your Windows swap file will be unable to increase in size when needed, causing programs to be swapped between memory and the hard disk drive more frequently. When this occurs it is more likely that a GPF can occur.

Recently installed software / hardware
If you have recently installed new software or hardware attempt to uninstall or reinstall that software / hardware to verify it is not causing your issue.

CPU Core Voltage
If available, verify within your CMOS or by jumper that your CPU core voltage is set to factory specification. This may require that you consult your documentation or motherboard manufacturer.

Bad Memory, invalid bits or physically bad memory:
It is possible that bad memory can cause a Fatal Exception. If you have recently added memory to the computer, it is recommended that it first be removed to verify that you are not experiencing conflicts with the recently installed memory.

If no memory has been recently added to the computer and you have tried all the above recommendations you can find additional information about testing your memory on document CH000708.

Extended Information:
Below is a listing of the more commonly experienced processor exceptions ranging from 00 to 0F. If you have not already, please review the Additional Information section of this document explaining the basic information about the Fatal Exception errors and the layout of the Fatal Exception.

00 = Divide Fault
Occurs if division by zero is attempted or if the result of the operation does not fit in the destination operand.

02=NMI interrupt
Interrupt 2 is reserved for the hardware Non-Maskable-Interrupt condition. No exceptions trap through interrupt 2.

04=Overflow trap
Occurs after an INTRO instruction has executed and the OF bit is set to 1.

05=Bounds Check fault
The array Index is out of range

06=Invalid Opcode fault
This error can be caused by one of the below conditions.

• Processor attempting to decode a bit pattern that does not correspond to any legal computer instruction.
  
• Processor attempts to execute an instruction that contains invalid operands.
  
• Processor attempts to execute a protected-mode instruction while running in virtual 8086 mode.
  
• Processor attempts to execute a LOCK prefix with an instruction that cannot be locked.

07=Copressor not available fault.
This error can occur if no math coprocessor is present. This error can also occur when the math coprocessor is used and a task switch is executed.

08=Double Fault.
This error occurs when processing an exception triggers a second exception.

09(OD)=Copressor Segment Overrun.
Floating point operand is outside the segment.

10(0Ah/0A)=Invalid Task State Segment Fault
Can be caused by a number of possibilities as Task State Segment contains a number of descriptors.

11(0Bh)=Not Present Fault
The Not Present interrupt allows the operating system to implement virtual memory through the segmentation mechanism. 0B fault occurs when this segment is not available.

12(0Ch)=Stack Fault
Occurs when instruction refers to memory beyond the limit of the stack segment.

13(Odh)=General Protection Fault
Caused by any condition that is not covered by any of the other processor exceptions. The exception indicates that this program has been corrupted in memory generally resulting in the immediate termination of the program. Also see document CH000224 for additional information about GPFs.

14(Oeh)=Page Fault
Occurs when a paging protection rule is violated (when the retrieve fails, data retrieved is invalid or the code that issued the fault broke the protection rule for the processor).

16(10h)=Coprocessor error fault
Occurs when an unmasked floating-point exception has signaled a previous instruction.

17(11h)=Alignment Check Fault
Only used on 80486 computers. Caused when code executing at ring privilege 3 attempts to access a word operand that is not divisible by four, or a long real or temp real whose address is not divisible by eight.

Scenario 3

What should I do when a computer freezes?

Question:
What should I do when a computer freezes?

Additional Information:

• See our frozen dictionary definition for additional information about this term as well as related terms.
  
• If you're using Microsoft Windows and find your computer frequently freezing, see document CH000690 for additional information about what to do.

Answer:
This document contains recommendations on what to do if the computer frequently freezes or completely halts. An easy way to determine if your computer is in this situation is by pressing the Num Lock button on the keyboard and watching the Num Lock led (light) to see if it turns off and/or on.

If you're able to get the light to turn off and on and are running Microsoft Windows, press CTRL + ALT + DEL and attempt to end task the program. Additional information about this can be found on document CHTSR. Otherwise, continue reading this document.

Make sure the computer is really frozen
Although the above Num Lock trick is a good indication on whether or not the computer is really frozen, it's still always a good recommendation to give the computer at least a minute before turning it off.

Reboot the computer
After waiting a minute, reboot the computer; it's completely locked and will not recover. Keep in mind that all work being worked on is going to be lost and cannot be recovered if the information has not been saved or automatically saved.

Scenario 4

Missing Microsoft Windows .dll files.

Question:
Missing Microsoft Windows .dll files. Additional information: See our DLL dictionary definition for additional information about this term as well as related terms and information.

Cause:
A missing or corrupt .dll file can be caused by any of the below possibilities.

• Another program was uninstalled that removed a .dll file that was required by another program or the operating system.
  
• A program was installed that overwrote the .dll file with either an older version or a version that is incompatible with other programs causing .dll errors.
  
• A bad installation of a program corrupted one or more files causing the .dll errors.
  
• Another user or program maliciously or mistakenly deleted the .dll file or an associated file.
  
• A hardware issues exists with the computer such as a bad hard disk drive causing the data on the drive to become corrupt casing the .dll errors.

Answer:
This document is meant to be a solution for users who are encountering missing .dll errors or other error messages related to .dll files. Before trying the recommended resolutions to resolving these errors we suggest if you're getting a single missing .dll error that you search for that .dll file on Computer Hope.

For example, if you're getting an error similar to "Internet Explorer encountered an error in KERNEL32.DLL at 0137:BFF3191C", search for "kernel32.dll" to make sure a specific document has not been created to your issue. In some situations a .dll file error may be caused by a specific situation.

If the Computer Hope search does not return any results for your .dll file or you're encountering issues with several different .dll files continue reading our recommendations for resolving your issue.

Downloading a .dll file
In some situations it may be possible to download or copy a .dll file from another computer onto your computer to resolve the issue. However, because .dll error messages are almost always a more serious issue and/or replacing the missing .dll file with a replacement will cause additional errors or report additional missing files we suggest you try the below suggestions first. If you still wish to try to download or copy a missing .dll file unfortunately Computer Hope does not have a library of downloadable .dll files, however there are several other sites that do offer this service. Click here to open an external search for missing .dll files.

Safe mode
If you're encountering .dll errors that are preventing you from getting into Windows to troubleshoot the computer boot the computer into safe mode. Additional information and help with getting into Windows safe mode can be found on document CHSAFE. Once successfully in safe mode you can continue with the below steps.

If your computer boots normally and/or you're able to bypass the .dll errors and still operate Windows you can continue following the below steps.

Microsoft Windows XP and Windows 2000 users
If you're a Microsoft Windows XP or Windows 2000 user, Microsoft has included some tools that can help resolve .dll file errors relatively easily before trying any of the below recommendations you may want to first try the below suggestions.

Windows XP users only
First, try restoring the computer back to an earlier date, this troubleshooting step is quick and easily recommendation that can resolve a lot of issues encountered with Microsoft Windows computers. Additional information about how to do this can be found on document CH000589.  

Windows XP and Windows 2000 users
Use the Windows XP SFC command to have windows scan and repair files to run this command follow the below steps. Additional information about the SFC command can be found on our SFC command page.

1. Click Start
2. Click Run
3. Type "sfc /scannow" and press enter.

Once the above steps have been completed Windows will verify that all protected windows files are intact.

Issue with .dll files only with a specific program
If you're encountering the missing, corrupt, or other errors relating to .dll files only when you attempt to open or run a program it's likely an issue with that program. Thankfully resolving program specific errors can be much easier than operating system related .dll errors.

If the program you're attempting to run has worked in the past on your computer and has only recently started to get the .dll errors reinstalling the program generating the errors will almost always resolve your problem.

Additionally while reinstalling the program it's also a good idea to make sure no updates or patches have been made available by the developer of your program. Updates are often found through the developers website. 

Recently uninstalled program
If you have recently uninstalled a program on the computer it is possible that the program may have removed a .dll file that is necessary for Windows or a Windows program to properly work.

If you've already tried the above recommendations you may wish to reinstall the program to get whatever file has been deleted back on the computer. If this resolves your .dll error message and you wish to uninstall the program again during the uninstall process make sure that you click "No" or "No to all" when asked to delete a system file or any file that may be used by another program. 

Recently installed program
If you have recently installed a program and after the installation began encountering your .dll error messages we suggest you first verify no updates are available for the program. In some situations a program may need to be updated for it to properly work on your computer. Updates are often found through the developers website.

If no updates are available for the program, try uninstalling the program to resolve the issue. If this does correct your issue we suggest you contact the developer of the program for additional support on getting the program installed on the computer without it causing errors.

Virus, spyware, or other malware installed on the computer causing your .dll error
It is possible for a virus, spyware, or other malware program to cause .dll errors and therefore we suggest users make sure to run a full virus and spyware scan on your computer.

Windows .dll error message or .dll errors when trying to do something within Windows and not a program
Microsoft Windows .dll errors or .dll error messages that occur when starting Windows or trying to do something within Windows such as opening the control panel can be more serious and unfortunately more difficult to resolve. For these errors we suggest you run through the basic troubleshooting steps for your operating system.

If running through these steps you encounter the same issues to resolve your .dll errors it is likely you'll need to reinstall or erase everything and reinstall Windows to resolve your errors. Additional information about how to do this can be found on document CH000186.

If issues continue after windows has been reinstalled or errors occur during the installation of Windows it's possible that you may have a hardware issue that is the cause of all your problems.

Scenario 5

Basic network troubleshooting.

Issue:
Basic network troubleshooting.

Cause:
If a computer is unable to connect to a network or see other computers on a network, it may be necessary to troubleshoot the network. A network may not work because of any of the below reasons.

1. Network card not connected properly.
2. Bad network card drivers or software settings.
3. Firewall preventing computers from seeing each other.
4. Connection related issues.
5. Bad network hardware.

Solution:
Because of the large variety of network configurations, operating systems, setup, etc... not all of the below information may apply to your network or operating system. If your computer is connected to a company or large network, or you are not the administrator of the network, it is recommended that if you are unable to resolve your issues after following the below recommendations that you contact the network administrator or company representative.

Note: If you are being prompted for a Network password and do not know the password, Computer Hope is unable to assist users with obtaining a new or finding out the old password.

VERIFY CONNECTIONS / LEDs
Verify that the network cable is properly connected to the back of the computer. In addition, when checking the connection of the network cable, ensure that the LEDs on the network are properly illuminated. For example, a network card with a solid green LED or light usually indicates that the card is either connected or receiving a signal. Note: generally, when the green light is flashing, this is an indication of data being sent or received.

If, however, the card does not have any lights or has orange or red lights, it is possible that either the card is bad, the card is not connected properly, or that the card is not receiving a signal from the network.

If you are on a small or local network and have the capability of checking a hub or switch, verify that the cables are properly connected and that the hub or switch has power.

ADAPTER RESOURCES
Ensure that if this is a new network card being installed into the computer that the card's resources are properly set and/or are not conflicting with any hardware in the computer. Users who are using Windows 95, 98, ME, 2000 or XP, verify that device manager has no conflicts or errors. Additional help and information about device manager and resources can be found on our device manager page.

ADAPTER FUNCTIONALITY
Verify that the network card is capable of pinging or seeing itself by using the ping command. Windows / MS-DOS users ping the computer from a MS-DOS prompt. UNIX / Linux variant users ping the computer from the shell.

To ping the card or the localhost, type either

ping 127.0.0.1

or

ping localhost

This should show a listing of replies from the network card. If you receive an error or if the transmission failed, it is likely that either the network card is not physically installed into the computer correctly, or that the card is bad.

PROTOCOL
Verify that the correct protocols are installed on the computer. Most networks today will utilize TCP/IP, but may also utilize or require IPX/SPX and NetBEUI.

Additional information and help with installing and reinstalling a network protocol can be found on document CH000470.

When the TCP/IP protocol is installed, unless a DNS server or other computer assigns the IPX address, the user must specify an IP address as well as a Subnet Mask. To do this, follow the below instructions.

1. Click Start / Settings / Control Panel
2. Double-click the Network icon
3. Within the configuration tab double-click the TCP/IP protocol icon. Note: Do not click on the PPP or Dial-Up adapter, click on the network card adapter.
4. In the TCP/IP properties click the IP address tab
5. Select the option to specify an IP address
6. Enter the IP address and Subnet Mask address, an example of such an address could be:
   
   IP Address: 102.55.92.1
   Subnet Mask: 255.255.255.192
   
7. When specifying these values, the computers on the network must all have the same Subnet Mask and have a different IP Address. For example, when using the above values on one computer you would want to use an IP address of 102.55.92.2 on another computer and then specify the same Subnet Mask.

FIREWALL
If your computer network utilizes a firewall, ensure that all ports required are open. If possible, close the firewall software program or disconnect the computer from the firewall to ensure it is not causing the problem.

ADDITIONAL TIME
In some cases it may take a computer some additional time to detect or see the network. If after booting the computer you are unable to see the network, give the computer 2-3 minutes to detect the network. Windows users may also want to try pressing the F5 (refresh) key when in Network Neighborhood to refresh the network connections and possibly detect the network.

ADDITIONAL TROUBLESHOOTING
If after following or verifying the above recommendations you are still unable to connect or see the network, attempt one or more of the below recommendations.

If you have installed or are using TCP/IP as your protocol you can attempt to ping another computer's IP address to verify if the computer is able to send and receive data. To do this, Windows or MS-DOS users must be at a prompt and Linux / UNIX variant users must open or be at a shell.

Once at the prompt assuming, that the address of the computer you wish to attempt to ping is 102.55.92.2, you would type:

ping 102.55.92.2

If you receive a response back from this address (and it is a different computer), this demonstrates that the computer is communicating over the network. If you are still unable to connect or see the network, it is possible that other issues may be present.

Another method of determining network issues is to use the tracert command if you are a MS-DOS or Windows user or the traceroute command if you are a Linux / UNIX variant user. To use this command you must be at the command prompt or shell.

Once at the prompt, assuming that the address is again 102.55.92.2, type:

tracert 102.55.92.2

or

traceroute 102.55.92.2

This should begin listing the hops between the computer and network devices. When the connection fails, determine which device is causing the issue by reviewing the traceroute listing.

Scenario 6

Runtime errors.

Issue:
Runtime errors.

Additional Information:
A runtime error, in general, is an error generated during the time at which the computer is running a software application and experiences an issue. Below is additional information and help in resolving an actual runtime error. If you are experiencing a different error message, please see our question and answer section for additional information and/or help relating to your specific error message.

Additional information about exact runtime errors can also be found on the below runtime error listings section.

Cause:
The runtime or run-time error message can be caused by:

1. Confliction with TSR or other running program
2. Software issue
3. Computer Virus
4. Memory issue

Solution:
Before following the below recommendations for troubleshooting your runtime error if you're getting a runtime error with a runtime error code and error message such as "Runtime error 75 path/file access error", skip to the below runtime error listing for a listing of runtime error codes and additional information and causes for these errors.

Confliction with TSR or other running program
If you are encountering a runtime error message while in Windows or above ensure that the issue is not being caused by a third-party program or TSR by end tasking all open programs. Additional information about TSRs and how to end task a TSR can be found on document CHTSR.

If, after end tasking all TSRs, you continue to experience the same issue and are running Windows 95 or Windows 98, verify that no utility or program is being loaded in the autoexec.bat / config.sys that is causing your issue by temporally renaming the files. To do this, follow the below instructions.

1. Boot to a MS-DOS prompt. Information on how to do this can be found on document CHDOS. 
   
2. Once at the MS-DOS prompt, type:
   
   cd\ <press enter>
   ren autoexec.bat autoexec.ch <press enter>
   ren config.sys config.ch <press enter>
   
   Once completed, reboot the computer.

Software issue
If your issue persists it is possible that the program, utility or game causing the runtime error may have issues. Verify through the developer's web site that all updates or patches that may be available have been downloaded and applied.

If no patches or updates are available, attempt to uninstall and/or reinstall the program that is causing the issue. If you are having a runtime error in your operating system, reinstall the operating system.

Computer virus
Because computer viruses are capable of tampering with the system settings / memory it is possible for a computer virus to generate a runtime error. If you are currently running a virus protection program on your computer ensure it has the latest updated patch or .dat file.

If you do not have a computer virus protection program it is recommended one be purchased or that a demo be temporarily downloaded to scan your computer hard disk drive for viruses.

Additional information about computer viruses can be found on our virus information page.

Memory issue
Finally, if you have followed all of the above recommendations, it is possible that you may be encountering a hardware / memory related issue. We recommend that you first contact the developer of the program causing the issue for any possible solutions. If no solutions are found, we recommend you contact the computer or motherboard manufacturer for additional recommendations and/or service.

• Additional information about troubleshooting memory related issues can be found on document CH000375.

A complete listing of computer-related companies can be found here.

Runtime error listings

Below is a listing of Microsoft Windows and Windows software runtime error codes and related Runtime error messages. If you're encountering one of the below runtime error codes and have a matching runtime error message see the associated additional information column for causes and information about that runtime. If the additional information does not help resolve your issue try the recommendations under the above solution section.

Scenario 7

Issues relating to msgsrv32.

Issue:
Issues relating to msgsrv32.

Additional Information:
Note: It is known that users may confuse msgsrv32 with msgrv32. While msgrv32 is a spelling error, it is related to this document.

The file Microsoft msgsrv32.exe or msgsrv32.dll is a file located in the C:\WINDOWS\SYSTEM directory placed on the computer during the Windows installation. The description of this file is "Windows 32-bit VxD Message Server" and is responsible for such Windows tasks as:

• Handle Plug and Play messages between various parts of the operating system.
• Handle responses to and from setup programs.
• Display the initial logon dialog box if a network is present or profiles are enabled.
• Play the system startup and shutdown sounds.
• Load the Windows drivers at startup and then unload them at shutdown.
• Run the shell program.

• Resource conflict or issue
• TSRs or other running programs
• Sound driver or sound card issues
• Onboard sound or video issue
• MIDI device or codec issues
• Power Management or screensaver issue
• Microsoft Find Fast related issue
• Memory manager being used
• Issue with shell
• Computer virus or back orifice
• Bad hardware

Solutions:
NOTE: If you are unable to boot into Windows because of the MSGSRV32 error, attempt to follow the below steps in Windows Safe Mode. Information about booting into safe mode can be found on document CHSAFE.

Resource conflict or issue
Before attempting any of the below recommendations, ensure that the computer has no conflicts or errors in Windows Device Manager. If conflicts or errors are present, it is highly recommended that they be fixed first, as they could be causing your issue.

• Additional information and help with device manager can be found here. 

• Additional information and help with TSRs can be found here.

1. Click Start / Settings / Control Panel double-click the multimedia icon.
2. Verify that the playback device is set to the audio device in the computer.

Second, verify that your sound card has the latest drivers and/or updates installed from the computer or motherboard manufacturer (if onboard sound). A listing of computer sound drivers can be found on our sound card drivers page.

Onboard sound or video issue

• If you need to disable onboard sound, please see document CH000261.
• If you need to disable onboard video, please see document CH000193.

1. Click Start / Settings / Control Panel
2. Double-click the Multimedia icon
3. Select the Advanced or Devices tab
4. Click the + next to "MIDI Devices and Instruments"
5. Verify that the correct codec is installed according to the sound card installed in the computer. In addition, verify that no more than 11 MIDI devices are listed below this category.

If more than 11 MIDI devices are installed or the improper codec appears to be installed, remove the improper codec or one of the MIDI devices. Note: if MIDI Express XT driver is installed, you may also wish to remove this codec to help free up available space for additional MIDI devices.

Power Management or screensaver issue
If you are experiencing issues with MSGSRV32 after recovering from power management or when the computer has been idle for over 10 minutes, it is possible that your computer may have issues with Power Management. To attempt to resolve these issues, please try the below recommendations.

1. If any screensavers or CPU sharing programs such as SETI are running on the computer, temporally disable these programs to ensure they are not causing your issue.
   
2. If your issues persist, attempt to disable Power Management by clicking Start / Settings / Control Panel / Power. In the Power menu, disable or set the power settings to Off or Never. Once set, click ok or Apply and reboot the computer.

1. Click Start / Settings / Taskbar & Start Menu
2. Click Start Menu Programs tab
3. Click the Advanced button
4. Click the + next to Programs and then the + next to startup
5. Highlight the Find Fast icon and press the delete key on the keyboard.
6. Once removed, close out of all windows and reboot the computer to see if issue has been resolved.

Memory manager being used
If the computer has a memory manager installed such as QEMM, temporarily uninstall this program from the computer to ensure it is not causing your issue.

Issue with shell
If your are using a shell other than explorer.exe (standard Windows shell), it is possible that the msgsrv32 error is being encountered because of the third-party shell. Temporarily disable or remove the third-party shell and attempt to use the standard Windows explorer.

Computer virus or back orifice
Errors relating to msgsrv32 can be caused by computer viruses, and in some cases back orifice, which is a hack utility used to gain access to an individual's computer.

Verify that you have the latest updates for your computer virus scanner and that no viruses have been detected on your computer.

• Additional information and help with computer viruses can be found on our virus information page.

Other Software corruption
If you have attempted each of the above recommendations and your issue is not listed in the below specific MSGSRV32.DLL errors, it is possible your computer may have another type of software or data corruption causing the issue.

If you have not already attempted the recommendations on our basic troubleshooting page, please try those recommendations now.

If you continue to experience issues it is recommended you format and reinstall the computer operating system. Additional help and information about doing this can be found on document CH000186.

Bad hardware
If after reinstalling the operating system you immediately continue to experience the MSGSRV32 errors, it is possible that the computer may have bad hardware. If your sound card is not an onboard sound card and you are familiar with ESD, you may want to consider temporarily physically removing the sound card or DVD decoder cards and see if the issue persists.

Specific MSGSRV32.DLL errors:

MSGSRV32.DLL caused a general protection fault in CM8330SB.DRV
MSGSRV32.EXE caused a general protection fault in CM8330SB.DRV
EXPLORER caused a general protection fault in CM8330SB.DRV
Iexplorer caused a general protection fault in CM8330SB.DRV

This issue is related to the C-Media 8330 sound card chipsets included in various computer sound cards and some modems. Verify with the sound card manufacturer, modem manufacturer, or, if you have an onboard sound card, the motherboard manufacturer, to see if any updated drivers or patches are available for your sound card / modem. 

MSGSRV32 caused an invalid page fault in module Kernel32.dll during Microsoft Network (MSN) login or when attempting to open Internet Explorer or Microsoft Outlook

This issue may be encountered when the MSN password file is corrupt. To resolve this issue, follow the below instructions.

1. Click Start / Find / Files or Folders
2. In the Named field type: *.pwl
3. Verify that the Look in field is looking in the C: drive
4. Click Find Now
5. If files are found click Edit and click Select All.
6. Once all the files are highlighted, press the delete key.
7. Once the files have been deleted, reboot the computer, when the computer reboots, the pwl files should be recreated and you should then be able to log into MSN.
8. If this resolves your issue and you are running Windows 95, download the file mspwlupd.exe from our Windows 95 download page.

MSGSRV32 caused a general protection fault in KRNL386.EXE during windows install

This issue may be caused by a problem with the dblbuff.sys file. Microsoft has released a support fix for this issue, but to obtain the file you must contact Microsoft. See Microsoft Q209321 for additional information.

When browsing or installing device drivers, one of the following error messages occurs:
Msgsrv32 caused a General Protection Fault in module Kernel32
Msgsrv32 caused an invalid page fault in Msgrv32.dll
MSGSRV32 caused an invalid page fault in module Kernel32.dll
Msgsrv32 caused a General Protection Fault in Msgsrv32.exe

This issue may be caused by a problem with the msgrv32.exe file. Microsoft has released a support fix for this issue, but to obtain the file you must contact Microsoft. See Microsoft Q245583 for additional information.

Scenario 8

Windows restarts without warning.

Question:
Windows restarts without warning.

Cause:
This issue could be caused by any of the below possibilities.

1. Software issue or error.
2. Hardware issue or error.
3. Heat related issue.
4. Computer virus.
5. Issue with operating system.

Additional Information:
This document is about computers that are restarting or rebooting, if your computer is turning off and remaining off please see document CH000689. Some of the below steps in the answer require you open your computer and remove hardware devices, while in the computer make sure you're aware of ESD.

Answer:

Software issue or error
Errors generated by software programs can cause a computer to reboot unexpectedly or without warning. If you are running Windows XP see the below section "For Windows XP users" before continuing. 

If you are not running Windows XP or following the below steps still cause your computer to reboot without warning. Boot your computer into safe mode, and let the computer run in safe mode. If the computer is still rebooting in safe mode the issue is likely not software related but something else, skip to the next section. If the computer is not rebooting in safe mode it is likely you have software related issue. We would recommend you run through the basic troubleshooting section for your operating system.

For Windows XP users
Windows XP is designed to automatically reboot each time an error occurs. Although this may be nice for errors that do not occur often, users who have a re-occurring error may wish to identify the error to troubleshoot it. Below are the steps on how this feature can be disabled and enabled in Windows XP.

1. From the desktopright click on My Computer.
2. Click the Properties option.
3. In the System Properties window click the Advancedtab.
4. In Advanced click the Settingsbutton under Startup and Recovery.
5. In the Startup and Recovery window uncheck the Automatically restart check box.
6. Click Ok.

Now if the computer generates and error it should not automatically restart and enable you to display any errors your computer may be experiencing.

Hardware issue or error
Any failing hardware component in your computer could cause your computer to unexpectedly generate an error and/or reboot without warning. If you have recently attempted to add a new hardware device, remove that device to make sure it is not causing your issues.

Make sure you are not encountering any hardware conflicts by viewing device manager for errors. Additional information about device manager can be found on our device manager page.

New drivers can also cause this issue, if you have recently performed any hardware driver updates you may wish to try an earlier version of the drivers. Additional information and help with computer drivers can be found on our drivers’ page.

If you have updated drivers and removed any hardware that could be causing this issue and continue to experience random reboots, it's possible that the memory is bad in the computer. Additional information about testing computers memory can be found on document CH000708.

Finally, hardware devices that are not installed properly in the computer can also cause random reboots. Make sure all the cables and expansion cards are connected properly to the computer. The best way to determine this is to disconnect and reconnect all cables and expansion cards. 

Computer virus
Computer viruses such as the blaster virus are written to reboot your computer without warning. Usually these viruses will make the computer reboot ever 5, 10, 15 or 30 minutes after the computer has booted. 

If you believe your computer may be infected with a virus or are uncertain if your computer is infected with a virus make sure your virus scanner definitions are up to date. Additional information about checking this can be found in document CH000533. 

Heat related issue
Many computer today are designed to turn off or automatically reboot if the computer, processor, or other device in your computer gets to hot. If you have heard any abnormal noises coming from your computer recently such as a high squealing this could indicate a fan may be failing in your computer.

You can first start by verifying the fan on the power supply is working by examining the back of the computer and seeing if the fan is moving and moving smoothly. For all other fans in the computer you will need to either open the computer and make sure the fan are working (processor fan and case fan) and/or if your BIOS monitors the RPM of the fans enter BIOS and make sure the BIOS does not report any errors.

Users may also be able to determine how hot their computer is by onboard thermal sensors, if your computer comes equipped with these sensors make sure your CPU is not running to hot, additional information about how hot your CPU should be running can be found on document CH000687.

Issue with operating system
If after following each of the above recommendations your computer still continues to reboot it is likely that you are experiencing a Microsoft Windows operating system related issue that cannot be explained. To help make sure this is the case please try the below steps.

1. Reboot the computer and enter CMOS setup as the computer is booting. If you are not familiar with how to enter CMOS please read through document CH000192.
   
2. After you have loaded the computer in CMOS setup let the computer sit.

If the computer does not reboot while letting the computer sit in CMOS it is likely that you are in fact experiencing an issue with Microsoft Windows and it is recommend that if you have followed all of the above recommendations that you reinstall your version of Microsoft Windows. Additional information about erasing the computer and starting over can be found on document CH000186.

Scenario 9

Not a valid Win32 application

Question:
Not a valid Win32 application.

Additional information:
Often this error message will be similar to the below error message.

C:\Program Files\myprogram\program.exe is not a valid Win32 application.

Cause:
This issue can be caused by any of the below possibilities.

1. File is corrupt, bad, or missing.
2. File is not designed for your version of Windows.
3. File is a virus, worm, or other malware file.
4. Hardware incompatibility.

Answer:

File is corrupt, bad, or missing
If the file or program you're attempting to run is corrupt or missing Windows will be unable to properly execute the file and sometimes generate this error message.

Download files
If you download this file and verified it is a file that will work with your version of Windows delete the file and try running it again. It's possible during the download that the file became corrupted.

Finally, if the second download does not work try downloading the file from a different webpage. It is possible that the person or company maintaining the website mistakenly uploaded a corrupt version of the file you're attempting download.

Installing a program from a CD or other disk
If you're attempting to install a program and are getting this error verify that the CD is clean. If the CD is dirty or bad you could get this error during the install and/or get this error after the program has been installed because it was not copied properly onto the computer.

Additional information about cleaning a CD can be found on our cleaning page.

Running a program from the computer
If you're running the program from a shortcut on the computer verify that the program is still on the computer. In some cases if the program is no longer installed on the computer you may get this error.

If the hard disk drive is corrupted or bad it can also cause working programs to fail either because not all the data can be read from the hard disk drive or because the program has become corrupted while on the drive. Run scandisk and defrag on the hard disk drive to check for any potential errors.

Long file name issue
Make sure the program or file you're attempting to run does not contain the same name as the long file name directory it is contained in. For example, executing a file named "program" in the "program files" directory can cause errors in some version of Windows.

Additionally if you're attempting to install a program and after the install the program does not work you may also want to try installing the program in a different directory.

Bad file
Any file can be changed or renamed to be a .exe file. If you're downloading the file make sure the file is supposed to be a .exe file and that it's not being changed. If you're attempting to create a .exe file make sure you're compiling the file for Windows and never just rename a file to a .exe file. For example, renaming a .bat file to a .exe file will not make the file an executable file. For a file to become an executable file it needs to either be compiled or converted through a software programmed designed to convert the file.

File is not designed for your version of Windows
If you're trying to run a program that is not designed for your version of Windows you may get this error. Although many older programs designed to work in older versions of Windows will work with new versions of Windows unfortunately not all programs will work.

• If the program is an older MS-DOS program or early Windows program you may get this error.
  
• If the program is designed for a 64-bit version of Windows and you're running it in a 32-bit version of Windows it will not work and generate this error.

If you're attempting to run an older computer game in a new version of Windows see document CH000587 for additional suggestions about getting older games to work in Windows. 

File is a virus, worm, or other malware file
This error can be generated by a file that is a virus, worm, trojan, or other type of malware file. Often this will be caused because the virus scanner installed in the computer will not allow the file to be installed or ran. Try scanning the file to verify it is not a virus and/or infected.

If the file has been checked and is clean it is still possible that the virus protection program and/or another program installed on the computer is causing issues during the install or execution of the program. Boot the computer into safe mode and try running the program, booting the computer into safe mode will make sure nothing is running in the background that could be causing this issue. Additional information about safe mode can be found on document CHSAFE. 

Hardware incompatibility
If you're getting this error during the installation of a program it's also possible that the CD-ROM drive or the drive you're installing the program from is not compatible with Windows or has drivers that are not compatible with Windows.

Scenario 10

How do I fix illegal operations?

Issue:
How do I fix Illegal Operations?

Additional Information:
An Illegal Operation is an operation requested to be performed by either the Operating System or CPU that is not understood and therefore is Illegal.

Cause:
Illegal Operations can be caused by several different factors. Below is a listing of the more commonly known reasons for getting an Illegal Operations.

1. TSR's or Third-party programs causing memory conflicts or other types of conflicts with the program or programs attempting to be run.
   
2. Data not being read properly from source. Running a program or game with a dirty CD can cause the CD to be read improperly causing Illegal Operations. Floppy diskettes which may contain errors can cause illegal operations.
   
3. Installing a program or game on a hard disk drive that has errors or is highly fragmented.
   
4. Corrupt files.
   
5. Memory managers.
   
6. Bad, incorrect or not the latest video drivers.
   
7. Computer Virus.
   
8. Added hardware.
   
9. Error in program coding.
   
10. Corruption or problem within Windows.
    
11. Bad Memory, invalid bits or physically bad memory.

Solution:

TSR's or Third-party programs:
TSR's or Third-party programs running in the background are one of the more commonly found reasons for Illegal Operations. If you are receiving an Illegal Operation when attempting to run a game or program it is recommend that you temporarily remove or disable programs running and TSR's running in the background, ensuring that these programs are not causing your issues.

Additional Information on how to remove a TSR can be found on document CHTSR.

If, after removing these programs, you run the program or game and no longer receive the Illegal Operations, it is recommend that you reboot the computer and disable or End Task each program or TSR one at a time to attempt to determine which program is causing the Illegal Operation.

Data not being read properly from source:
When running a program or game from a CD you receive an Illegal Operation, verify that the CD is clean. Additional information on how to clean a CD or CD-ROM drive can be found on our Cleaning Page.

If you are running a game from a floppy diskette or other floppy media such as a zip diskette or LS120, verify that the diskette does not have physical errors with it by running a scandisk or a disk drive utility included with the drive.

Installing a program or game on a hard disk drive that has errors or is highly fragmented:
When installing a program or game onto a hard disk drive it is recommended if you receive errors after installing that program or game that you attempt to uninstall that program or game, run a scandisk, then a defrag, and finally attempt to install the program or game again.

If errors exist on the hard disk drive, they will cause the program or game to run improperly and can cause Illegal Operations.

Additional Information on scandisk can be found on our Scandisk Page.

Additional Information on defrag can be found on our Defrag Page.

Corrupt files:
Corrupt, bad or missing files can cause Illegal Operations. It is recommended that you attempt to uninstall and or reinstall the program causing the Illegal Operation to verify that any corrupt, bad or missing files are replaced or repaired during the reinstallation.

Memory managers:
If you are running a memory manager that is used to obtain more memory or handle the computer memory in replace of Windows, it is recommended you temporarily disable or uninstall this program to verify it is not the memory manager causing the Illegal Operations.

Bad, incorrect or not the latest video drivers:
Bad, incorrect or not the latest video drivers may cause Illegal Operations when performing such tasks as moving the mouse or dragging data from one source to another as high demands are placed onto the video card. Attempt to decrease the video settings to 640 x 480, 256 colors to verify if the program or game being run is having errors because of the current video settings.

Additional information on how to set the video resolution in Windows 95/98/NT can be found on document CH000190.

Additional information on how to set the video resolution in Windows 3.x can be found on document CH000189.

If, after attempting to adjust the video settings, you still encounter the same issue, verify the computer is utilizing the latest video card drivers by visiting our Video drivers section.

Computer Virus:
Because computer viruses are loaded into memory and can change the data of program files when infecting a computer, ensure that a virus protection utility is installed on the computer and that you have the latest Virus Definition.

Additional information about computer Viruses can be found at our Virus page.

Added hardware:
If added hardware has been recently installed onto the computer it is likely that either the hardware is conflicting with other hardware devices on the computer or that the drivers used to install that hardware is causing issues with other hardware or software installed on the computer.

If added hardware has recently been added to the computer, it is recommended that you temporarily remove that added hardware and the software associated with it to ensure it is not causing your issues.

Error in program coding:
If you are receiving Illegal Operations only when running a particular program, verify that the program is compatible with the Version of Windows you are running and ensure no available patches or software are available that may fix errors made during the development stages.

Corruption or problem within Windows:
Because Windows controls the memory operations as well as the file structure and association, it is possible for Windows or files associated with Windows to become corrupted, causing Illegal Operations or other errors. It is recommended you reinstall Windows if you are experiencing Illegal Operations in Windows or more than one program trying to be run on the computer.   

Bad Memory, invalid bits or physically bad memory:
It is possible that bad memory can cause Illegal Operations. If you have recently added memory to the computer, it is recommended that it first be removed to verify that you are not experiencing conflicts with the recently installed memory.