Microsoft Knowledge Base Wiki

When you start or play any one of the games that is listed
in the “Applies to” section, you experience one or more of the following
symptoms:

• The game crashes (stops responding)
• The game closes unexpectedly
• The computer restarts unexpectedly
• The game window is minimized to the taskbar and
  cannot be restored

Additionally, you may receive the following error message after
you receive the Gathering Exception Data dialog box:

The error message asks you to send the
error report details to Microsoft.

To resolve this issue, use the following methods in the order in which they are presented.

Method 1: Check for the latest update for the game

Download the latest updates for the game from their respective Web sites:

Method 2: Restart the computer by using a clean startup procedure

When you start Microsoft Windows, typically there are several
programs that start automatically and run in the background that may interfere
with the game. These programs may include antivirus and system utility
programs. When you perform a clean startup procedure, you prevent these programs from
starting automatically.

To restart the computer by using
a clean startup procedure, click the following article number to view the article in the Microsoft Knowledge Base:

For more information or to view steps for other operating
systems, click the following article number to view the article in the Microsoft Knowledge Base:

If the issue continues to occur, go to the next
method.

Method 3: Create a new user account

Follow these steps for your version of Windows.

Windows 7 or Windows Vista

Step 1: Open User Accounts

1. Click Start

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   , type Control nusrmgr.cpl in the Start Search box, and then press ENTER.

2. Click User Accounts.

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   If you are prompted for an administrator password or for a confirmation, type the password, or provide confirmation.

Step 2: Add a new user

1. On the Users tab, click
   Add.
2. Type a name for your user account, type your full name, and then type a
   description for your account.
3. If the computer is set up as part of a client/server
   network, type the domain name, and then click Next.

   Note If the computer is set up as an individual computer without a
   network or in a peer-to-peer network, you do not have to provide a domain
   name.

4. Type a user password, and then type the user password again
   to confirm it.

   Important Passwords are case-sensitive. For example, “MyPassword” and
   “mypassword” are treated as different passwords.

5. Click Next.
6. Select the level of access for your user account, and then
   click Finish.

   Note Some games require a user account that has administrator-level access
   to run.

Windows XP Home Edition

1. Click Start, click Control
   Panel, and then click User Accounts.
2. In the Pick a task list, click
   Create a new account.
3. Type the name that you want to use for the account, and
   then click Next.
4. Select the account type that you want, and then click
   Create Account.

   Note Some games require a user account that uses the administrator account type
   to run.

Windows XP Professional Edition

Step 1: Open User Accounts

To open User Accounts, click Start, click Run, type Control nusrmgr.cpl in the Open box, and then click OK.

Step 2: Add a new user

1. On the Users tab, click
   Add.
2. Type a name for your user account, type your full name, and type a
   description for your account.
3. If the computer is set up as part of a client/server
   network, type the domain name, and then click Next.

   Note If the computer is set up as an individual computer without a
   network or in a peer-to-peer network, you do not have to provide a domain
   name.

4. Type a user password, and then type the user password again
   to confirm it.

   Important Passwords are case-sensitive. For example, “MyPassword” and
   “mypassword” are treated as different passwords.

5. Click Next.
6. Select the level of access for your user account, and then
   click Finish.

   Note Some games require a user account that has administrator-level access
   to run.

If the issue continues to occur, go to the next
method.

More information

If creating a new user account fixes the problem, sign out of this new user account, and then sign in to your usual user account to see whether the problem reappears there. If there is still a problem in your usual user account, you may want to use the Fix It button in the following article to restore the default security settings in this account. Then check whether that fixes the problem. Otherwise you must move your data from the account that has the problem into the user account that you just created so that you can access it when you use the new user account.

For more information about how to copy data to your new user profile when you are using Windows XP, click the following article number to view the article in the Microsoft Knowledge Base:

For more information about how to copy data to your new user profile when you are using Windows Vista, click the following topic title to view the topic in Windows Help and How-to:If the issue continues to occur, go to the next
method.

Method 4: Change the compatibility setting

Note This method may not work for newer games that require advanced features.

1. Right-click the game icon, and then click Properties.
2. Click the Compatibility tab.
3. Click to select the Run this program in compatibility mode for check box, and then select Windows 98/Windows Me from the list.
4. Click OK.

If the issue continues to occur, go to the next
method.

Method 5: Update the video driver

Contact the manufacturer of the video adapter for information
about how to obtain and install the latest version of the video driver for your
video adapter. To see whether applicable driver updates are available, visit the
following Microsoft Windows Update Web site: Click Play to view this streaming media
demonstration.

For information about your hardware manufacturer, visit the following Web site:

Microsoft provides third-party contact information to help you
find technical support. This contact information may change without notice.
Microsoft does not guarantee the accuracy of this third-party contact
information.

To determine the name and the manufacturer of your video adapter, follow these steps for your version of Windows.

Windows 7 or Windows Vista

1. Click Start

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   , type dxdiag in the Start Search box, and then press ENTER.

2. Click the Display tab.
3. Under Device, look for
   Name and Manufacturer.
4. Click Exit.

Windows XP

1. Click Start, click Run, type dxdiag in the Open box,
   and then
   click OK.
2. Click the Display tab.
3. Under Device, look for
   Name and Manufacturer.
4. Click Exit.

Click Play to view this streaming media
demonstration.
If the issue continues to occur, go to the next
method.

Method 6: Temporarily disable the sound card in Windows

To temporarily disable the sound card, follow the steps for your version of Windows.

Windows 7 or Windows Vista

1. Click Start

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   , type device manager in the Start Search box, and then press ENTER.

2. Right-click the driver that you want to disable.
3. Click Disable, and then click Yes.
4. Click OK.
5. Restart Windows, and then test the game.

Windows XP

1. Click Start, click Run, type system.cpl in the Open box, and then click OK.
2. Click the Hardware tab, and then click
   Device Manager.
3. Double-click Sound, Video and Game
   Controllers.
4. Double-click the sound card.
5. Under Device Usage, click Do Not
   Use This Device (Disable).
6. Restart Windows, and then test the game.

If the issue continues to occur, go to the next
method.

Method 7: Reduce sound acceleration

Windows XP

1. Click Start, click Run, type dxdiag in the Open box,
   and then
   click OK.
2. On the Sound tab, in the DirectX
   Features section, change the Hardware Sound Acceleration
   Level to Basic acceleration.
3. Click Exit.

Click Play to view this streaming media
demonstration.
If the issue continues to occur, go to the next
method.

Method 8: Download and install the most recent version of DirectX

1. To download the latest version of DirectX, visit the following
   Microsoft Web site:
2. Click Download the latest DirectX.
3. Click Continue, and then click Download.
4. Follow the directions to install the latest version of DirectX.

If the issue continues to occur, go to the next
method.

Method 9: Update the sound driver

Contact the manufacturer of the sound card to ask about how
to obtain and install the latest version of the sound driver for the sound
card or visit the Windows Update site to look for applicable drivers. (See Method 5 for contact information.)

To determine the name and manufacturer of your sound card, follow the steps for your version of Windows.

Windows 7 or Windows Vista

1. Click Start

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   , type dxdiag in the Start Search box, and then press ENTER.

2. Click the Sound tab.
3. Under Device, look for
   Name. Under Drivers, look for Provider.
4. Click Exit.

Windows XP

1. Click Start, click Run, type dxdiag in the Open box,
   and then
   click OK.
2. Click the Sound tab.
3. Under Device, look for
   Name. Under Driver, look for
   Provider.
4. Click Exit.

Click Play to view this streaming media
demonstration.
If the issue continues to occur, go to the next
method.

Method 10: Remove and then reinstall the game

Step1: Perform a clean startup of Windows

Follow the steps in Method 2 to perform a clean startup of Windows. Then continue to step 2.

Step 2: Remove and then reinstall the game

To remove and then reinstall the game, follow the steps for your version of Windows.

Windows 7 or Windows Vista

1. Click Start

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   , type programs and features in the Start Search box, and then press ENTER.

2. In the list of installed programs, click the
   Microsoft game that you want to remove, and then click
   Uninstall.
3. Follow the instructions to complete the
   removal process.
4. Insert the game CD into the CD or DVD
   drive.
5. Follow the instructions to complete the
   installation process.

If the Setup program does not start automatically, follow these steps:

1. Click Start

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   , type
   drive:setup.exe in the Start Search box, and then press ENTER.

   Note In this example, drive represents the drive letter of the CD or DVD
   drive.

2. Follow the instructions that appear on the screen to complete the
   installation process.

Windows XP

1. Click Start, point to
   Settings, and then click Control
   Panel.
2. Double-click Add or Remove Programs.
3. In the list of installed programs, double-click the
   Microsoft game that you want to remove, and then click
   Uninstall or click Change/Remove.
4. Follow the instructions to complete the
   removal process.
5. Insert the game CD into the CD or DVD
   drive.
6. Follow the instructions to complete the
   installation process.

If the Setup program does not start automatically, follow these steps:

1. Click Start, click
   Run, type
   drive:setup.exe in the Open box, and then click OK.

   In this example, drive is the drive letter of the CD or DVD
   drive.

2. Follow the instructions to complete the
   installation process.

If the issue continues to occur, go to the next
method.

Method 11: Check Solution Center for your game

At the Games for Windows Solution Center you can find solutions for most common issues. These solutions let you do the following:

• Look up top product issues, error messages, and troubleshooting tips
• Find product help from a discussion group or from a support professional
• Find technical product contact information, such as telephone numbers and e-mail addresses

If the issue continues to occur, go to the next
method.

Method 12 – Windows XP only: Adjust graphics hardware acceleration

1. Click Start, click Run, type desk.cpl in the Open box, and then click OK.
2. On the Settings tab, click Advanced.
3. Click the Troubleshoot tab.
4. Move the Hardware Acceleration slider two notches to the left of Full to the Disable all cursor and advanced drawing accelerations setting.
5. Click OK , and then click OK again.
6. Test the game.

If the issue continues to occur, go to the next
method.

Method 13: Scan the computer for viruses

The game may close, generate an error, or crash during
start or during play if your computer is infected by a virus.

Important If you already have antivirus software installed, update your antivirus program by installing the
latest signature files before you
scan your computer for viruses. Most companies that create antivirus software release a new signature file each month. After you obtain the latest signature
files, scan your computer. For help obtaining the antivirus signature files,
contact the antivirus software manufacturer.

If you do not have
antivirus software installed, to view a list of antivirus software vendors,
click the following article number view the article in the Microsoft Knowledge
Base:

If you have cleaned your computer of viruses, follow Method 10 remove and then
reinstall the game.

If the issue continues to occur, go to the next
method.

Method 14: Remove spyware and other unwanted software

To learn more
about the symptoms of spyware and other unwanted software, about how to remove
spyware, and about how you can help protect your computer, visit the following
Microsoft Web site: To run a scan for unwanted software in Windows 7 or in Windows Vista, follow these steps:

1. Click Start

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   , and then click All Programs.

2. Click Windows Defender.
3. Click the down arrow next to Scan, and then click Full Scan.

If you have cleaned unwanted software from the computer, follow Method 10 to remove and then
reinstall the game.