Wc061201

Troubleshooting Device and Hardware Conflicts Karl D Swenson Support Professional PSS/Jenga Team Microsoft Corporation

Overview        

Introduction A brief overview of Plug and Play (PnP) Understanding conflicts Identifying conflicts Resolving conflicts Driver issues when the system is reinstalled without original drivers Resources Questions 2

Introduction

What Is a Conflict?

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Overview of PnP Hardware Detection System       

System BIOS and CMOS ISA or older devices Windows Configuration Manager PnP devices USB devices Hardware tree HKEY_LOCAL_MACHINE\Enum registry key 4

Understanding Conflicts 

The difference between hardware and driver conflicts 



Hardware conflicts generally involve resource allocation  IRQ (interrupt request)  DMA (direct memory access)  Input/output  Memory addresses Device conflicts involve drivers and software configuration 5

Understanding Conflicts (2) 

When they can happen    

After new hardware installation After program installation During operating system upgrade Out of the blue

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Understanding Conflicts (3) 

Symptoms of conflicts     

Device does not function properly Sound does not work or repeats a sound System does not boot Port will not open Modem will not initialize

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Understanding Conflicts (4) 

Symptoms of conflicts (continued)     

Printer does not print Fatal events occur New devices are not detected Start up and/or shut down problems Problems entering standby and hibernation

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Understanding Conflicts (5) 

Reasons for conflicts     

Driver needs to be updated Driver files are corrupted Registry is corrupted Another program is conflicting with driver BIOS needs to be upgraded

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Understanding Conflicts (6) 

Reasons for conflicts (continued)     

Incompatible hardware Failing hardware Conflicting resources Insufficient resources Virus

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Understanding Conflicts (7)  Driver  BIN

files

files

 Drvdata.bin

and Drvidx.bin

 INF

files  VXD files  Vmm32.vxd  Static

 Other

vxd

driver files

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Identifying Conflicts  Tools

to identify conflicts

 Device

Manager

 Symbols

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Identifying Conflicts (2) 

Tools to identify conflicts (continued) 

Device Manager  Symbols  Common symbols in Windows® 98 and Windows® Millennium Edition (Me)  Red X  Exclamation mark on a yellow field  White I on a blue field  Yellow question mark  New symbol in Windows Me  Green question mark 13

Identifying Conflicts (3)  Tools

to identify conflicts (continued)

 Device

Manager Codes

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Identifying Conflicts (4)  Tools

to identify conflicts (continued)

 Device

Manager View resources used

Right-click and select Properties on the shortcut menu.

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Identifying Conflicts (5)  Tools

to identify conflicts (continued)

 Device

Manager View resources used

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Identifying Conflicts (6)  Tools

to identify conflicts (continued)

 Device

Manager Specific device Resources tab

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Identifying Conflicts (7)  Tools

to identify conflicts (continued)

 Microsoft

System Information tool (Msinfo32.exe)

Windows Millennium Edition

Windows 98

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Identifying Conflicts (8)  Tools

to identify conflicts (continued)

 Msinfo32

in Windows 98 Contains IRQ conflict and sharing information

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Identifying Conflicts (9)  Tools

to identify conflicts (continued)

 Msinfo32

in Windows Millennium Edition Contains conflict and sharing information about IRQ, DMA, input/output, and memory address

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Identifying Conflicts (10)  Tools

to identify conflicts (continued)

 Msconfig Steps

for Msconfig/clean boot troubleshooting

Windows 98

Windows Millennium

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Windows 98

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Windows Millennium

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Identifying Conflicts (11)  Tools

to identify conflicts (continued)

 Removing

devices

 Physically remove

the hardware from the computer

or  Disable through Device Manager

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Identifying Conflicts (12) 

Tools to identify conflicts (continued) 

Safe mode  What drivers load in Safe mode  Ghost devices

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Identifying Conflicts (13) 

Tools to identify conflicts (continued) 

Linear troubleshooting  Application  Hardware  Operating system

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Identifying Conflicts (14) 

Example: Cannot print in Microsoft Word 

Print in Notepad or another application 



Print in MS-DOS® mode 



This can determine if it is an application-specific error Isolates and verifies the integrity of the printer and port by printing directly to the hardware

Print using generic text driver 

Isolates the driver as a potential problem area

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Device Driver Conflicts  Tools

to identify conflicts

 DirectX®

diagnostics (Dxdiag.exe)

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Device Driver Conflicts (2) 

Tools to identify conflicts (continued) 

Minimum functionality drivers  Mouse  Video  Display  Standard modem  Generic (text only) print drivers

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Device Driver Conflicts (3) 

Tools to identify conflicts (continued) 

Parallel installation  Installing Windows into an isolated folder without deleting either data or system configuration information about the existing installation.  Verifies operation of the hardware drivers at the most basic level. No conflicting programs.  The original system can be restored completely intact. 30

Resolving Conflicts  System

only)

Restore (Windows Millennium Edition

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Resolving Conflicts (2)    

System Restore (Millennium Edition only) Restore registry Scandisk Reboot

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Resolving Conflicts (3)  Resource

reallocation

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Resolving Conflicts (4)  Remove

and reinstall in Device Manager

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Resolving Conflicts (5)   

Remove and reinstall in Device Manager Update BIOS Hardware technicians

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Resolving Conflicts (6)  Update

or reinstall drivers

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Resolving Conflicts (7)  Update

or reinstall drivers (continued)

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Resolving Conflicts (8)  Update

or reinstall drivers (continued)

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Resolving Conflicts (9)  Update

or reinstall drivers (continued)

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Resolving Conflicts (10) 

Driver sources    

Device manufacturer’s Web site Computer manufacturer’s Web site Third-party driver clearinghouse Microsoft Hardware Compatibility List (HCL)  http://www.microsoft.com/hcl/

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Resolving Conflicts (11) 

Resolving conflicts 

Using older drivers  Pros  Cons

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Driver Issues 

Scenario: System is reinstalled w/o original drivers    

Computer was originally installed with Windows 95 by the manufacturer. Video works well. Upgraded to Windows 98. Updates video drivers. Video works well. Upgraded to Windows Me. No video upgrade needed. Video works well. Formats and reinstalls Windows Me. Video works, but with less functionality than before. 42

Resource Information    

Q133240 “Troubleshooting Device Conflicts with Device Manager” Q275012 “Description of Green Question Mark in Device Manager” Q262381 “How to Troubleshoot Computer Hangs During Hardware Detection” Q125174 “Explanation of Error Codes Generated by Device Manager”

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Resource Information (2)    

Q131900 “Windows Hardware Compatibility List” Q142984 “How to Install New Hardware in Windows” Q181966 “System Configuration Utility Advanced Troubleshooting Settings” Q267951 “Description of the System Restore Utility in Windows Millennium Edition”

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Resource Information (3) 

 

Q275499 “Troubleshooting Device Driver Issues by Using the Driver Information Database” Q281965 “How to Troubleshoot Using the Msconfig Utility with Windows 98” Q281995 “How to Troubleshoot Using the Msconfig Utility in Windows Millennium Edition”

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