NWA-PCUG Newsletter Article
Windows Error Messages? Dr. Bass to the Rescue
Troubleshooting Windows and Internet Explorer Problems

by Steve Bass, Pasadena IBM Users Group, March 2001
stevebass@earthlink.net
(click to email author)


The first rule of computing is that if a PC is working, leave it alone. A more critical rule is that if it's your wife's computer, immediately apply rule numero uno.

I didn't and had to spend time sorting through a particularly insidious Page Fault Error.

So I called Rod Ream and David Jung early and often. And that's why PIBMUG's troubleshooting duo gave their presentation at a recent user group meeting. It was a terrific demo albeit it went a little quickly.

So I put together some of the main points of their tutorial and added a few more details.

Start Here
There are a couple of things to do before you start dealing with error messages:

  • If everything's working, leave it alone
  • Before you do anything, backup your system

  • After you backup, create a bootup disk

  • Pay Attention
    It's imperative you observe what you did before an error message occurred and record your observations. The reason you need to take notes is because of a typical PC-user behavior: You can't figure out the problem and don't have the time to screw around learning something you'll forget the minute it's fixed. If it happens again, I promise, you won't remember what you did.

    If possible use a screen capture utility to take a snapshot of the error message. If your system locks up, you may need to rely on a pencil, a hardship, I know, but it may be necessary.

  • What other applications were running (out front and in the background)
  • Did you recently install any new software, freeware, or shareware?
  • What other items did you recently upgrade
  • Were you browsing the Internet while this occurred?
  • Does the error present itself only at certain times of the day? Only when loading or exiting an application?
  • Is it an occasional problem or does it occur regularly?
  • Can you replicate the error?
  • Use the Right Diagnostic Tool
    You can use any one of a handful of terrific Win 98 diagnostic tools to track down information about your system:

    MS System Info: Get a look at the inside of your system. Select Start * Run, type msinfo32 and click Okay. Browse around.
    MSCONFIG: Check to see what programs Widows loads at start up. Select Start * Run, type msconfig, and click Okay. Head for the Startup Tab. (This applet is available through the MS System Info tool above.)
    HWINFO: The Hardware Info Utility is terrific. Select Start * Run, type hwinfo.exe /ui. Once loaded, click on View and mark Devices with Problems. Examine it and look for problems.

    If you can't find any of these tools, open up Windows Find feature and rummage around your drive to locate them.

    Runs, Hits, and Errors
    Some of the Windows error messages I've received are the size of a Buick. The three common error messages: Page Fault Error, General Protection Fault, and the Blue Screen of Death.

    Page Fault Errors are the easiest to track down, mostly because they give the most information. The message box will typically say, "This program has performed an illegal operation and will be shut down." In the menu bar, you'll see the name of the offending application.

    Now instead of just Closing the box, click Details. If possible, highlight the information (usually just the first few lines is enough), Copy and Paste it into Notepad. This is critical information.

    In my case, the error message was a common one: Explorer caused an invalid page fault in module Kernel32.dll.

    I went to Microsoft's Knowledge Base (MKB). The Evil Empire knows it's cheaper to have us look up a problem on our own rather than have their tech support people help. The site is a wealth of technical support information, all searchable, and with lots of answers. And if someone gives you the article number, it's even easier. (http://search.support.microsoft.com).

    You might also try other sites:

  • ChasM's HelpDesk: Makes it easier to find MKB answers by product name. (http://www.chasms.com.)
  • Windows Trouble: Offers comprehensive help on typical Windows errors. (http://www.windowstrouble.com)
  • My Desktop: Has VitrualDR support forums with lots of help. (http://www.mydesktop.com)
  • Netscape Help: If you're using Netscape, Microsoft's site might not cut it. (http://help.netscape.com/kb/consumer)
  • Microsoft Help Desk For Microsoft Windows 98. It's a book, the old fashioned kind, and available at most bookstores. It's by Stephen Nelson, runs about $30, and lists the most common Knowledge Base problems (986 pages 1 edition, 3/17/1999; Microsoft Press; ISBN: 0735606323.)
  • Once you get to the MS site, stick Kernel32.dll error into the search field and sort through the many answers. Or you might just search on invalid page fault.

    In many cases, the MKB will supply suggestions, work-arounds, or other methods to alleviate the problem.

    For example, my problem- IEXPLORE caused an invalid page fault in module Kernel32.dll- happened only when I was using Internet Explorer. (See articles Q155116 and Q154092)

    Microsoft said to take the following actions:

  • Remove DLLs on desktop
  • Disable IE internal Java compiler
  • Disable IE's active content
  • Dump the history, cache and cookies
  • Video drivers corrupt
  • In my case, David and Rod had the answer (Microsoft didn't) because they knew what question to ask. At first, though, the problem persisted and it was my fault: I didn't supply all the problem details (that's why careful observation is critical).

    It turned out the essential clue I left out was that the problem happened only when I exited Internet Explorer. That lead both of them to suggest I examine IE's Plugins (In IE 5.0, Tools * General Tab * Settings * View Objects. Then look for objects marked corrupt or damaged.).

    A Quick Fix that May Work In general, if you're getting Internet Explorer errors, three things may give you immediate help. Dump your temporary cache files, IE's History file, and your entire temporary directory.

    David and Rod's trick is to stick the bolded lines below into in your AUTOEXEC.BAT. It will give you the option of emptying everything in your Windows temporary directory (folder), a cause of lots of Windows errors. Use Notepad or Msconfig to do add the lines.

    ECHO If restarting after a system crash,
    ECHO DON'T clear the TEMP directory.
    C:\WINDOWS\COMMAND\CHOICE /T:N,10 Clear the TEMP Folder?
    IF ERRORLEVEL 2 GOTO NoClear
    ECHO Y | DEL C:\TEMP\*.tmp
    ECHO Y | DEL C:\WINDOWS\*.tmp
    NoClear:

    Both the cache and history files are easy to get rid of-just do it from your browser's Tools or Options menu item (okay, so you'll need to do a little digging; consider it educational.)

    Steve Bass is a Contributing Editor with PC World Magazine, frequently writes for Forbes ASAP, Working Woman, and Family Circle, and is the president of the Pasadena IBM Users Group. He can be reached at stevebass@earthlink.net

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