Q280069: Games: How to Troubleshoot Invalid Page Faults (Part 2)
Article: Q280069
Product(s): Microsoft Home Games
Version(s): 1.0,2.0
Operating System(s):
Keyword(s):
Last Modified: 16-MAY-2002
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The information in this article applies to:
- Microsoft Age of Empires Expansion: The Rise of Rome, version 1.0
- Microsoft Age of Empires II Expansion: The Conquerors
- Microsoft Age of Empires II: The Age of Kings, version 2.0
- Microsoft Age of Empires, Gold Edition
- Microsoft Age of Empires, version 1.0
- Microsoft Allegiance, version 1.0
- Microsoft Asheron's Call, version 1.0
- Microsoft Baseball 2000
- Microsoft Baseball 2001
- Microsoft Best of Windows Entertainment Pack, version 1.0
- Microsoft Casino
- Microsoft Classic Board Games
- Microsoft Close Combat for Windows 1.0
- Microsoft Close Combat III: The Russian Front, version 1.0
- Microsoft Close Combat: A Bridge Too Far, version 2.0
- Microsoft Combat Flight Simulator 2: WWII Pacific Theater, version 1.0
- Microsoft Combat Flight Simulator: WWII Europe Series, version 1.0
- Microsoft Crimson Skies
- Microsoft Flight Simulator 2000
- Microsoft Flight Simulator 2000 Professional Edition
- Microsoft Flight Simulator 98
- Microsoft Golf 1999 Edition
- Microsoft Golf 2001 Edition
- Microsoft International Soccer 2000, version 1.0
- Microsoft Links 2001
- Microsoft Links LS 2000
- Microsoft MechWarrior 4: Vengeance
- Microsoft Metal Gear Solid
- Microsoft Midtown Madness 2, version 2.0
- Microsoft Midtown Madness, version 1.0
- Microsoft Monster Truck Madness 2, version 2.0
- Microsoft Monster Truck Madness, version 1.0
- Microsoft Motocross Madness 2, version 2.0
- Microsoft Motocross Madness, version 1.0
- Microsoft NBA Full Court Press for Windows, version 1.0
- Microsoft NBA Inside Drive 2000, version 1.0
- Microsoft NFL Fever 2000, version 1.0
- Microsoft Outwars, version 1.0
- Microsoft Pandora's Box, version 1.0
- Microsoft Pinball Arcade, version 1.0
- Microsoft Plus! Game Pack: Cards and Puzzles
- Microsoft Return of Arcade for Windows, version 1.0
- Microsoft Return of Arcade, Anniversary Edition
- Microsoft Revenge of Arcade, version 1.0
- Microsoft Soccer, version 1.0
- Microsoft StarLancer, version 1.0
- Microsoft Train Simulator, version 1.0
- Microsoft Urban Assault, version 1.0
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SUMMARY
=======
This article is the second of two articles that describe how to troubleshoot
"invalid page fault" and "fatal exception" error messages in the Microsoft games
listed at the beginning of this article. This article contains troubleshooting
questions and possible resolutions.
For additional information about how to troubleshoot "invalid page fault" and
"fatal exception" error messages, click the article number below to view the
article in the Microsoft Knowledge Base:
Q280068 Games: How to Troubleshoot Invalid Page Faults and Exception Errors
(Part 1)
For additional information about other troubleshooting strategies, click the
article number below to view the article in the Microsoft Knowledge Base:
Q275481 How to Troubleshoot Program Faults with Dr. Watson
MORE INFORMATION
================
Does your computer meet the system requirements for the game?
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Query the Microsoft Knowledge Base for information about the system requirements
for the game at the following Microsoft Web site:
http://support.microsoft.com/?pr=kbinfo
Use the following parameters to query for the system requirements:
1. In the Search (KB) box, select the name of your game.
2. In the "For solutions containing" box, type "System Requirements" (without
the quotation marks).
3. In the Using box, select "All the words entered".
NOTE: If you do not see the Using box, click Show Options.
Are you running Microsoft Windows NT 4.0 or Microsoft Windows 2000?
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Download and install the latest Service Pack from the following Microsoft Web
site:
http://www.microsoft.com/windows/default.asp
Are any programs running in the background conflicting with the game?
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If programs are running in the background, clean boot your computer.
To clean boot your computer, use the appropriate method for your version of
Microsoft Windows.
Clean Boot Microsoft Windows Millennium Edition:
1. Click Start, and then click Run.
2. In the Open box, type "msconfig" (without the quotation marks), and then
click OK.
3. On the General tab, click Selective Startup, and then click to clear the
following check boxes:
- Load Static VXDs
- Load Startup Group Items
- Load Environment Variables
4. On the Win.ini tab, click to clear the following check boxes:
- Load=
- Run=
5. Click OK. When you are prompted to restart the computer, do so.
Microsoft Windows 98:
1. Click Start, and then click Run.
2. In the Open box, type "msconfig" (without the quotation marks), and then
click OK.
3. On the General tab, click Selective Startup, and then click to clear the
following check boxes:
- Process Config.sys File
- Process Autoexec.bat File
- Process Winstart.bat File (if available)
- Load Startup Group Items
4. On the Win.ini tab, click to clear the following check boxes:
- Load=
- Run=
5. Click OK. When you are prompted to restart the computer, do so.
For additional information about how to clean boot Windows 98, click the article
number below to view the article in the Microsoft Knowledge Base:
Q192926 How to Perform Clean-Boot Troubleshooting for Windows 98
NOTE: To restore your original Startup options, click Normal Startup on the
General tab in the System Configuration Utility.
Microsoft Windows 95:
1. Restart the computer. When you see the "Starting Windows 95" message, press
the F8 key, and then select Command Prompt Only from the Startup menu.
2. At the command prompt, type "win" (without the quotation marks), and then
press ENTER. Press and hold down the SHIFT key until the Windows startup
sequence is complete.
3. Turn off any anti-virus or disk tool programs installed on the computer.
For information about how to turn off these programs, see the printed or
online documentation for the program.
4. Quit all running programs except Explorer and Systray. To do this, press
CTRL+ALT+DELETE, click the program that you want to quit, and then click End
Task. If you receive a message that the program is busy or not responding,
click End Task again. Repeat this step to quit all programs except Explorer
and Systray.
For additional information about how to clean boot Windows 95, click the article
number below to view the article in the Microsoft Knowledge Base:
Q177604 Multimedia: Troubleshooting Using Clean Boot of Windows 95
NOTE: To restore your original Startup options, restart the computer normally,
and then turn on any anti-virus or disk tool programs installed on the
computer.
For information about how to turn on these programs, see the printed or online
documentation for the program.
Is it DirectX?
--------------
DirectX is a Windows component that improves access to hardware. Games use
DirectX to communicate with your hardware. For more information about DirectX,
visit the following Microsoft Web site:
http://www.microsoft.com/directx/homeuser/aboutdx.asp
To download and install the latest version of DirectX, visit the following
Microsoft Web site:
http://www.microsoft.com/directx/homeuser/downloads/default.asp
To install DirectX in Safe Mode, follow these steps:
- Restart Windows in Safe mode. To do this, use the appropriate method for your
version of Microsoft Windows:
Restart Windows 95:
Restart your computer. When you see the "Starting Windows 95" message, press
the F8 key, and then choose Safe Mode from the Startup menu.
Restart Windows 98 or Windows Me:
Restart your computer, press and hold down the CTRL key after the computer
completes the Power On Self Test (POST), and then select Safe Mode from the
Startup menu.
When Windows starts in Safe mode, click OK.
Restart Windows 2000:
Restart your computer, and when the Boot menu appears, press F8. When the
"Windows 2000 Advanced Options" menu appears, select an option, and then
press ENTER. When the Boot menu appears again, with the words "Safe Mode"
displayed in red at the bottom, select the installation you want to start,
and then press ENTER.
WARNING: Do not select a Microsoft Windows NT 4.0 installation.
For additional information about how to obtain and install the latest version of
DirectX, click the article number below to view the article in the Microsoft
Knowledge Base:
Q179113 How to Download and Install DirectX
Is There an Issue with the Video Driver?
----------------------------------------
Games require plenty of information from your video adapter when you run or start
a game. A damaged or outdated video driver can cause an invalid page fault or
exception error to occur.
Contact your computer or video adapter manufacturer to inquire about how to
obtain and install the latest version of the video driver for your video
adapter.
Drivers are small programs that allow your operating system to communicate with
the hardware in your computer. A driver acts as a translator between your
hardware and operating system. The driver helps Microsoft Windows understand
requests from your hardware. Beyond acting as a translator, a driver can also
enhance the operation of a particular piece of hardware, such as a video adapter
or a sound card.
A new video driver for your video adapter might allow your video adapter to use
video features more efficiently or improve performance.
For information about how to contact your hardware manufacturer, click the
appropriate article number below to view the article in the Microsoft Knowledge
Base:
Q65416 Hardware and Software Third-Party Vendor Contact List, A-K
Q60781 Hardware and Software Third-Party Vendor Contact List, L-P
Q60782 Hardware and Software Third-Party Vendor Contact List, Q-Z
To determine the manufacturer and model of your video adapter:
1. Click Start, point to Settings, and then click Control Panel.
2. Double-click System.
3. Click Device Manager.
4. Double-click "Display adapters".
NOTE: In the branch under "Display adapters", the manufacturer and model of
your video adapter should be displayed.
5. Close System Properties, and then close Control Panel.
If the issue continue to occur, proceed to the next method.
Change the Windows Color Palette Setting to "High Color (16 Bit)"
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To change the Windows Color Palette setting to "High Color (16 bit)", follow
these steps:
1. Click Start, point to Settings, and then click Control Panel.
2. Double-click Display.
3. Click the Settings tab.
4. In the Color Palette or Colors box, click High Color (16 bit).
5. Click OK, and then click OK again. If you are prompted to restart the
computer, do so.
6. Close Control Panel.
If the issue continues to occur, proceed to the next method.
Reduce the Graphics Hardware Acceleration
-----------------------------------------
To reduce the graphics hardware acceleration:
1. Click Start, point to Settings, and then click Control Panel.
2. Double-click System.
In Windows 2000, double-click Display.
3. Click the Performance tab, and then click Graphics.
In Windows 2000, click Settings, click Advanced, and then click the
Troubleshooting tab.
4. Move the Hardware Acceleration slider until it is one notch to the right of
None (the Basic acceleration setting).
5. Click OK, and then click Close.
6. When you are prompted to restart the computer, click Yes.
NOTE: Do not reduce hardware acceleration for Motocross Madness 1.
NOTE: If you encounter any problems after you reduce the hardware acceleration
setting, follow these steps to restore the original setting:
a. Restart Windows in Safe mode. To do this, use the appropriate method for
your version of Microsoft Windows:
Restart Windows 95:
Restart your computer. When you see the "Starting Windows 95" message,
press the F8 key, and then choose Safe Mode from the Startup menu.
Restart Windows 98, Windows Me:
Restart your computer, press and hold down the CTRL key after the computer
completes the Power On Self Test (POST), and then select Safe Mode from
the Startup menu.
When Windows starts in Safe mode, click OK.
Windows 2000:
Restart your computer, and when the Boot menu appears, press F8. When the
"Windows 2000 Advanced Options" menu appears, select an option, and then
press ENTER. When the Boot menu appears again, with the words "Safe Mode"
displayed in red at the bottom, select the installation you want to start,
and then press ENTER.
WARNING: Do not select a Microsoft Windows NT 4.0 installation.
b. Repeat steps 1-6, but in step 4 move the Hardware Acceleration slider back
to its original setting.
If the issue continue to occur, proceed to the next method.
Is There an Issue with the Sound Driver?
----------------------------------------
To determine if the sound driver is causing the issue, turn off the sound card in
Windows:
1. Click Start, point to Settings, and then click Control Panel.
2. Double-click Multimedia or "Sounds and Multimedia".
3. Click the Devices or the Hardware tab.
4. Click plus symbol next to Audio Devices to expand the branch.
5. Double-click your sound card.
6. Click to select the following check boxes:
- "Do not use this audio features on this device"
- "Do not map through this device"
In Windows 2000, click to select the "Do not use this device (disable)" check
box.
7. Click OK.
8. Restart your computer.
NOTE: If you are running Motocross Madness 2, Crimson Skies, or StarLancer, do
not turn off the sound card in Windows. Instead, update your sound card
drivers.
To determine the manufacturer and model of your sound card:
1. Click Start, point to Settings, and then click Control Panel.
2. Double-click System.
3. Click the Device Manager tab.
4. Click the plus sign (+) next to "Sound, video and game controllers" to expand
the branch.
5. Note the manufacturer and model of the sound card that is listed in the
"Sound, video and game controllers" branch.
6. Click OK, and then close Control Panel.
If you do not receive an invalid page fault error message after you turn off your
sound card, update your sound card drivers.
Please contact your hardware manufacture to obtain and install the latest drivers
for your sound card.
For information about how to contact your hardware manufacturer, click the
appropriate article number below to view the article in the Microsoft Knowledge
Base:
Q65416 Hardware and Software Third-Party Vendor Contact List, A-K
Q60781 Hardware and Software Third-Party Vendor Contact List, L-P
Q60782 Hardware and Software Third-Party Vendor Contact List, Q-Z
If you update your sound card drivers and you still receive an invalid page fault
error message, reduce Sound Acceleration in Windows. To do this:
Reduce Hardware Sound Acceleration in Dxdiag
If you run the game on a computer that is running Windows 95, Windows 98, Windows
Me, or Windows 2000, reduce the Hardware Sound Acceleration setting:
1. Click Start, and then click Run.
2. In the Open box, type "dxdiag" (without the quotation marks), and then click
OK.
3. Click the Sound tab.
4. Under DirectX Features, move the Hardware Sound Acceleration Level slider all
the way to the left (the "No acceleration" setting).
5. Click Exit.
If the issue continue to occur, proceed to the next method.
Change the Preferred Playback Device to the Game Compatible Device
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NOTE: These steps are only for Windows 95, 98, and Me. To change the preferred
playback device to the game compatible device:
1. Click Start, point to Settings, and then click Control Panel.
2. Double-click Multimedia.
3. On the Audio tab, click Game Compatible Device in the "Preferred device" box
under Playback.
4. Click to select the "Use only preferred devices" check box, and then click
OK.
5. Close Control Panel.
6. Restart the computer.
If the Game Compatible Device is not listed, add the device by following the
steps in the following Microsoft Knowledge Base article:
Q178637 Using Game Compatible Device to Troubleshoot Sound Problems
For additional information about the game compatible device, click the article
number below to view the article in the Microsoft Knowledge Base:
Q177614 What Is the Game Compatible Audio Device?
Are There Duplicate Devices in Safe Mode?
-----------------------------------------
If the computer initializes multiple versions of a single CD-ROM drive, display
adapter, or sound, video, or game controller when you start Microsoft Windows,
the game may generate an error message. For additional information about how to
check for and turn off multiple devices, click the article number below to view
the article in the Microsoft Knowledge Base:
Q187916 Game Stops Responding or Quits Unexpectedly
Was the Game Installed Properly?
--------------------------------
Uninstall the game, clean boon your computer (see the "Are any programs running
in the background conflicting with the game?" section earlier in this article),
delete the game folder, and then reinstall the game. To uninstall the game and
then delete the game folder, follow these steps:
1. Insert the the game CD into the CD-ROM drive. Press and hold down SHIFT when
you insert the CD-ROM to prevent the program from starting automatically.
2. Click Start, point to Settings, and then click Control Panel.
3. Double-click Add/Remove Programs.
4. On the Install/Uninstall tab, click the game, and then click Add/Remove
(Windows 2000 users, click Remove).
5. Follow directions on your screen to uninstall the game.
6. Delete the game folder. By default, most Microsoft games are installed in the
following default folder:
C:\Program Files\Microsoft Games\
7. Reinstall the game.
Gather Information in DirectX
-----------------------------
1. Click Start, and then click Run.
2. In the Open box, type "dxdiag" (without the quotation marks), and then click
OK.
3. First, note the version number.
4. Write down anything in the Notes section, except for the following: No
problems found. Write down uncertified drivers.
5. Run tests for the following items:
a. On the Display tab, click the "Test DirectDraw" button to test DirectDraw
functionality.
b. On the Display tab, click the the "Test Direct3D" button to test Direct3D
functionality
c. On the Sound tab, click the "Test DirectSound" button to test DirectSound
functionality.
d. On the Music tab, click the "Test DirectMusic" button to test DirectMusic
functionality.
6. Repeat step 4 until all tabs have been examined.
For additional information about DirectX tabs, click the article number below to
view the article in the Microsoft Knowledge Base:
Q190900 DirectX: Description of the DirectX Diagnostic Tool
If the problem is not resolved, contact Microsoft Product Support Services.
More support options available at the following Microsoft Web site:
http://support.microsoft.com/support/default.asp
(http://support.microsoft.com/support/default.asp)
Support Online
To easily diagnose and answer technical questions yourself, visit
http://support.microsoft.com/support (http://support.microsoft.com/support) .
Or, you can browse support information about your product conveniently
consolidated at http://support.microsoft.com/support/games
(http://support.microsoft.com/support/games).
Contact Microsoft Online:
You can also submit your support question via the Internet. For more details,
visit the following Microsoft Web site:
http://support.microsoft.com/support/webresponse.asp
(http://support.microsoft.com/support/webresponse.asp)
Note: If your Microsoft product was pre-installed or distributed with your
personal computer or provided by an Internet service provider (ISP), the
personal computer manufacturer or ISP is responsible for providing your product
support. Please contact the manufacturer or source from which you obtained your
Microsoft product for support information.
When you contact us for support, you should be at your computer and have the
appropriate product documentation at hand. Be prepared to give the following
information:
- The version of the Microsoft product you use.
- The type of hardware you use.
- The operating system you use.
- The exact wording of any messages that appeared on your screen.
- A description of what happened and what you were doing when the problem
occurred.
- A description of how you tried to solve the problem.
Personal No-Charge Support
Monday-Friday, excluding holidays, Microsoft offers unlimited no-charge support
for Microsoft Games. In the United States, call (877) 632-2080, 5:00 A.M. to
9:00 P.M. Pacific Time. In Canada, call (905) 568-3503, 8:00 A.M. to 11:00 P.M.
Eastern Time. Support is also available on Saturdays from 9:00 A.M. - 3:00 P.M.
Pacific time in the US and from 10:00 A.M. - 6:00 P.M. Eastern time in Canada.
Toll charges may apply.
Pay-Per-Incident Support
In the United States, for $35 US per incident, call (800) 936-5700, 24 hours a
day, seven days a week. In Canada, for $45 CDN plus tax per incident, call (800)
668-7975, 8:00 A.M. to 11:00 P.M., Monday-Friday, excluding holidays and on
Saturdays 10:00 A.M. 6:00 P.M. Eastern Time. Fees are billed to your VISA,
MasterCard, or American Express card.
Text Telephone Available Monday-Friday, excluding holidays. In the United States
and Canada call (425) 635-4948, from 5:00 A.M. - 9:00 P.M. and on Saturday from
9:00 A.M. - 3:00 P.M. Pacific Time.
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Version : :1.0,2.0
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