Windows 7 Troubleshooting - Known Root Causes
[This documentation is preliminary and is subject to change.]
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Introduction
Windows Troubleshooting Platform brings a powerful and versatile facility for building diagnostics to solve a variety of computer problems. In fact, Windows 7 is equipped with a number of diagnostics that troubleshoot common PC problems such as printer, display, and audio issues that users may face. For any diagnostics to be effective the root causes must be identified, and carefully chosen data sources are the key to well crafted detection and resolution logics. In essence, the data sources are the means to gathering and modifying system states in order to determine if there is a problem and leading to correcting the problem.
This article shows the root causes for troubleshooters in Windows 7 and the data sources that can be considered for implementing the detection and resolution logic. Readers who are not familiar with Windows 7 Troubleshooting should start with the Windows Troubleshooting Guide and refer to the Windows Troubleshooting Platform for detailed implementation references.
Data source collection guidelines
There is no one set of data source from which to draw information from. At the same time the selection of data sources must be done with careful consideration. The following offers guidelines to consider when determining data sources.
- Collect all the data that is required to make an accurate assessment of the system within the scope of the troubleshooter. There may be a need to combine data from a wide variety of sources in order to fully detect a particular root cause. However, the focus should be around the goals of the troubleshooter.
- Choose the simplest and the most focused data source to consume. Testing diagnostics can be a challenging task. Choose the path to implement with the simplest code.
- Select sources of information that will be available on the widest range of machines. This ensures consistent troubleshooting across a wide coverage.
- Avoid installing custom tools as much as possible. Custom tools may be necessary but they most often than not lead to added complexity.
- Consider the following categories of data sources which are listed in the order of most preferred to the least preferred.
- PowerShell Cmdlets
- Windows Management Infrastructure (WMI)
- Registry Keys
- Windows Events
- Dispatchable COM Objects & .NET Providers
- Windows Tools
- Windows API
Troubleshooting Common Problems
The listing below illustrates the data sources to consider when examining some common PC problems. These are organized by problem categories with each highlighting the primary root causes. A root cause is composed of three stages: detection, resolution, and verification. In most cases, verification can be the same as the detection; meaning to verify what is fixed can be done with the same detection logic. However in some cases verification is not possible. For instance, when troubleshooting audio playback with low volume detection, the end-user can adjust the volume but there’s no way to programmatically determine whether such adjustment can be verified as fixed. This also leads to the discussion on when resolution must be performed by the end-user. For example if a detection of a root cause is video card lacking certain capability, the resolution is for the end-user to install the correct driver or upgrade the video card. Neither of these can be performed automatically. These are marked as “Manual” to indicate the action must be applied by the end-user.
- Display Aero Desktop Effects
- Audio Playback and Recording
- System Maintenance
- Printer
- Performance
- Windows Update
- Hardware and Devices
- Devices and Printer
- Windows Media Player Settings
- Windows Media Player Library
- Windows Media Player DVD
- Power
- Internet Explorer Performance
- Internet Explorer Safety
Display Aero Desktop Effects
Desktop Window Manager Session Manager service isn't running |
---|
Description |
The Desktop Window Manager Session Manager service and the Desktop Window Manager process are used to display Aero desktop effects such as transparency. The service or process is currently stopped. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Transparency is disabled |
---|
Description |
Transparency must be enabled in order to display transparent window borders. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Mirror drivers don't support Aero effects |
---|
Description |
A running program uses a mirror driver (a type of display driver) which is not compatible with the Aero desktop experience. |
Detection |
|
Resolution |
Manual |
Verification |
Same as detection |
Aero effects not supported on this Windows edition |
---|
Description |
Some Aero features such as transparency are not included on certain Windows editions. |
Detection |
|
Resolution |
Manual |
Verification |
Same as detection |
Video card doesn't support required display settings |
---|
Description |
Video card doesn't support DirectX 9.0 or higher, Pixel Shader Model 2.0 or higher, or doesn't have sufficient memory or memory bandwidth required to display Aero effects such as transparency. |
Detection |
|
Resolution |
Manual |
Verification |
Same as detection |
Video card driver doesn't support Aero effects |
---|
Description |
The current video card driver isn't compatible with the Windows Display Driver Model (WDDM). |
Detection |
|
Resolution |
Manual |
Verification |
Same as detection |
Color depth is set too low |
---|
Description |
To render Aero effects, the color depth must be set to 32 bits. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Themes service isn't running |
---|
Description |
Starting the Themes service will enable Aero desktop effects such as transparency. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Current power settings don't support Aero desktop effects |
---|
Description |
The Power Saver plan helps conserve power, and starts when computer is running on battery power. When running computer on battery power, Windows conserves power by disabling visual effects such as the Aero desktop experience. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Desktop Window Manager is disabled |
---|
Description |
The Desktop Window Manager must be enabled in order to display Aero desktop effects such as transparency. |
Detection |
|
Resolution |
|
Verification |
No verification |
Transparency is disabled |
---|
Description |
Transparency must be enabled in order to display transparent window borders. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
The Windows Experience Index has not been computed |
---|
Description |
The Windows Experience Index base score measures the capability of computer's hardware and software configuration and is one of many factors that determine whether the Aero desktop effects can run. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Audio playback and recording
One or more audio service isn't running |
---|
Description |
Both the Windows Audio and the Windows Audio End Point Builder services must be running for audio to work correctly. At least one of these services isn't running. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Audio device muted |
---|
Description |
Audio can't play if the device is muted. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Low audio device volume |
---|
Description |
Audio device volume might be too low to hear. |
Detection |
|
Resolution |
Manual |
Verification |
No verification |
The device is unplugged |
---|
Description |
An audio device must be plugged in to play or record sound. |
Detection |
|
Resolution |
Manual |
Verification |
Same as detection |
Check audio device |
---|
Description |
There might be a problem with audio device. |
Detection |
|
Resolution |
Run the device troubleshooter |
Verification |
No verification |
System Maintenance
Broken shortcuts |
---|
Description |
Broken shortcuts are invalid references to programs and other resources. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Disk volume error |
---|
Description |
Hard disk volumes can contain bad sectors, lost clusters, cross-linked files, and directory errors. These problems can cause the file system to report incorrect volume details and occupy excessive disk space. |
Detection |
|
Resolution |
Manual |
Verification |
No verification |
Error reports are taking up disk space |
---|
Description |
Error reports and logs are currently taking up [unwanted space]MB of disk space. |
Detection |
|
Resolution |
Same as detection |
Verification |
Same as detection |
Troubleshooting history is taking up disk space |
---|
Description |
Troubleshooting history and logs are currently taking up [unwanted space]MB of disk space. |
Detection |
|
Resolution |
Same as detection |
Verification |
Same as detection |
Printer
Print spooler service isn’t runing |
---|
Description |
When the Print Spooler service isn't running, you may not be able to install printers, connect to a network printer, or print to a printer. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Print spooler service is experiencing problem |
---|
Description |
Errors in the Print Spooler service might interrupt printing. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
No physical printer is installed |
---|
Description |
A physical or network printer needs to be installed. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
The printer selected is not the default printer |
---|
Description |
Applications may not be printing to the selected printer because it is not the default printer. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
The printer cannot be contacted over the network |
---|
Description |
Network problems might be preventing the printer from printing. |
Detection |
|
Resolution |
Run the network troubleshooter |
Verification |
Same as detection |
Printer is turned off |
---|
Description |
The printer needs to be turned on in order to print. |
Detection |
|
Resolution |
Manual |
Verification |
No verification |
Printer toner is low or empty |
---|
Description |
When the printer toner is low or empty, documents might appear faint or not print at all. |
Detection |
|
Resolution |
Manual |
Verification |
No verification |
Printer has a paper jam |
---|
Description |
A paper jam is preventing the printer from operating normally. |
Detection |
|
Resolution |
Manual |
Verification |
No verification |
Printer paper is low or empty |
---|
Description |
When the printer paper is low or empty, you might not be able to print. |
Detection |
|
Resolution |
Manual |
Verification |
No verification |
A print job in the print queue is preventing other print jobs from printing |
---|
Description |
When a print job is caught in the print queue, newly submitted printing jobs can't be completed properly. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Printer is not shared with homegroup |
---|
Description |
If a printer isn't shared on the homegroup, other computers might not be able to use the printer. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Plug and play printer has encountered a driver problem |
---|
Description |
Errors with a printer driver may prevent the printer from printing. |
Detection |
|
Resolution |
Run hardware and devices troubleshooter |
Verification |
Same as detection |
Performance
Power plan is set to power saver |
---|
Description |
The Power saver plan uses the least amount of power but can also reduce performance. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
More than one user logged on to this computer |
---|
Description |
When multiple users are logged on to the computer at the same time, additional computer resources might be used which can reduce performance. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Some devices are running in PIO mode |
---|
Description |
PIO (Programmed Input/Output) is a hardware mode that is slower than DMA (Direct Memory Access) mode. Turning DMA on can help improve performance. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Multiple antivirus programs are running |
---|
Description |
When more than one antivirus program is running at the same time, conflicts might occur that can reduce performance. |
Detection |
|
Resolution |
Manual |
Verification |
Same as detection |
Several programs are running at startup |
---|
Description |
Multiple programs are starting when Windows starts, which can reduce performance. |
Detection |
|
Resolution |
Same data source as detection |
Verification |
Same as detection |
SuperFetch is not running |
---|
Description |
When SuperFetch is not running, Windows can take longer to start programs that you commonly open. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Visual effects might be affecting performance |
---|
Description |
Your computer might not have enough system resources to run several programs at once and also run advanced visual effects like transparency. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Windows Update
Searching for updates failed |
---|
Description |
Windows Update encountered an error searching for updates online. |
Detection |
|
Resolution |
Run the network troubleshooter |
Verification |
No verification |
Hardware and Devices
Device is disabled |
---|
Description |
[Name of the device] is currently turned off in Windows. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Device has a driver problem |
---|
Description |
There is a problem with the driver for [the device name]. The driver needs to be reinstalled. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Device doesn't have a driver |
---|
Description |
There is no driver installed for [the device name] |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Device is not working properly |
---|
Description |
Windows has detected a problem with [the device name] |
Detection |
|
Resolution |
Manual |
Verification |
Same as detection |
Scan for recent hardware changes |
---|
Description |
Scanning might find new devices attached to your computer and install them. |
Detection |
No detection |
Resolution |
|
Verification |
No verification |
Windows Update configured to never install drivers |
---|
Description |
Driver updates aren't automatically installed when detected by Windows Update. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Devices and Printer
Problem with printer |
---|
Description |
There might be problems with [the printer name]. Windows will take additional steps to further troubleshoot. |
Detection |
|
Resolution |
Run the printer troubleshooter |
Verification |
No verification |
Problem with PnP devices |
---|
Description |
There are problems with some PnP devices. Windows will take additional steps to further troubleshoot these devices. |
Detection |
|
Resolution |
Run the device troubleshooter |
Verification |
No verification |
Windows Media Player Settings
Default Windows Media Player settings may need to be restored |
---|
Description |
Configuration settings might be set incorrectly. |
Detection |
No detection |
Resolution |
|
Verification |
No verification |
Settings for network streaming are corrupted |
---|
Description |
The settings used by Windows Media Player for streaming media over the network are corrupted. This might prevent you from playing content that is streamed, as opposed to content that is fully downloaded before being played. |
Detection |
|
Resolution |
|
Verification |
No verification |
Windows Media Player unavailable on this Windows Edition |
---|
Description |
Windows Media Player isn't pre-installed on certain Windows Editions. |
Detection |
|
Resolution |
Manual |
Verification |
No verification |
Windows Media Player Library
Media library is corrupted |
---|
Description |
The media library used by Windows Media Player is corrupted. This might affect your ability to browse and search for media files on your computer. |
Detection |
No detection |
Resolution |
|
Verification |
No verification |
Windows Media Player unavailable on this Windows Edition |
---|
Description |
Windows Media Player isn't pre-installed on certain Windows Editions. |
Detection |
|
Resolution |
Manual |
Verification |
No verification |
Windows Media Player DVD
No DVD playback device detected or missing driver |
---|
Description |
No DVD playback device was detected on your computer. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
DVD decoder not detected |
---|
Description |
Windows Media Player requires a DVD decoder to play DVD media. No DVD decoder was detected on your computer. |
Detection |
|
Resolution |
Manual |
Verification |
No verification |
The DVD playback device is not working properly |
---|
Description |
There are problems with the DVD playback device. Windows will take additional steps to further troubleshoot it. |
Detection |
|
Resolution |
Run printer troubleshooter |
Verification |
No verification |
Windows Media Player unavailable on this Windows Edition |
---|
Description |
Windows Media Player isn't pre-installed on certain Windows Editions. |
Detection |
|
Resolution |
Manual |
Verification |
No verification |
Power
An enabled screensaver prevents the display from going to sleep, increasing power consumption |
---|
Description |
Using a screen saver instead of having the display go to sleep uses more power. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Power scheme is currently set to high performance |
---|
Description |
The period of time before your computer enters sleep mode is longer than the default setting, and might affect power usage. Setting power to Balanced will allow your computer to enter sleep mode and prolong battery life. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Note: The set of data sources listed below can all be considered for implementing the following power troubleshooting root causes.
USB Selective Suspend is disabled, causing inefficient power consumption |
---|
Shorten the length of time before Windows turns off disk |
---|
Shorten the length of time before Windows enters sleep mode |
---|
Wireless adapter settings are not configured for power efficiency |
---|
Lowering laptop screen brightness will help prolong battery life |
---|
Minimum processor state is inefficient |
---|
Shorten the length of time before Windows turns off the display |
---|
Reduce the dim display idle time-out setting |
---|
Detection |
|
Resolution |
|
Verification |
Same as detection |
Internet Explorer Performance
Add-ons are causing Internet Explorer to stop responding |
---|
Description |
One or more problematic add-ons were detected. These add-ons might be causing Internet Explorer to stop responding. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Caching policy setting for temporary Internet files isn't optimized |
---|
Description |
Storing temporary Internet files can help speed up browsing when you return to websites that you visit often. If they are not saved, or deleted frequently, browsing might seem slow. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Disk space allowed for temporary Internet files isn't optimized |
---|
Description |
The current disk space allocated for the temporary Internet file cache is too large or too small. This can reduce Internet Explorer performance. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Setting the number of concurrent server connections too low or too high may cause Internet Explorer performance problems |
---|
Description |
The number of concurrent or simultaneous connections that Internet Explorer can maintain to a single website or server has changed. Using the default setting might help improve performance. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Add-ons may slow down Internet Explorer startup and tab creation |
---|
Description |
One or more add-ons were detected. These add-ons might slow down Internet Explorer startup and tab creation. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Internet Explorer Safety
SmartScreen filter is turned off |
---|
Description |
This setting checks for suspicious websites and can help make browsing the web safer. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Popup blocker is turned off |
---|
Description |
A pop-up is a small web browser window that appears on top of the website you're viewing. Pop-up windows often open as soon as you visit a website and are usually created by advertisers. Pop-up Blocker lets you limit or block most pop-ups. |
Detection |
|
Resolution |
|
Verification |
Same as detection |
Internet Explorer default security settings have been modified |
---|
Description |
Some Internet Explorer security settings have been changed from the default settings. This might reduce overall security. |
Detection |
|
Resolution |
|
Verification |
Same as detection |