Symptoms of the problemWhen 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: Show
Additionally, you may receive the following error message after you receive the Gathering Exception Data dialog box: <Game Name> has encountered a problem and needs to close. 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 gameDownload the latest updates for the game from their respective Web sites:
Method 2: Restart the computer by using a clean startup procedureWhen 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: 331796 Perform a Clean
Startup to determine whether background programs are interfering with your games or programs Method 3: Create a new user accountFollow these steps for your version of Windows. Windows 7 or Windows VistaStep 1: Open User Accounts
Step 2: Add a new user
Windows XP Home Edition
Windows XP Professional EditionStep 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
If the issue continues to occur, go to the next method. More informationIf 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. 313222 How do I restore security settings to the default settings? 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: 811151 How to copy data from a corrupted user profile to a new profile in Windows XP 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: Fix a corrupted user profile If the issue continues to occur, go to the next method. Method 4: Change the compatibility settingNote This method may not work for newer games that require advanced features.
If the issue continues to occur, go to the next method. Method 5: Update the video driverContact 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: http://update.microsoft.com Click Play to view this streaming media demonstration. For information about your hardware manufacturer, visit the following Web site: http://support.microsoft.com/gp/vendors/en-us 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
Windows XP
Click Play to view this streaming media demonstration. Method 6: Temporarily disable the sound card in WindowsTo temporarily disable the sound card, follow the steps for your version of Windows. Windows 7 or Windows Vista
Windows XP
If the issue continues to occur, go to the next method. Method 7: Reduce sound accelerationWindows XP
Click Play to view this streaming media demonstration. Method 8: Download and install the most recent version of DirectX
If the issue continues to occur, go to the next method. Method 9: Update the sound driverContact 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
Windows XP
Click Play to view this streaming media demonstration. Method 10: Remove and then reinstall the gameStep1: Perform a clean startup of WindowsFollow the steps in Method 2 to perform a clean startup of Windows. Then continue to step 2. Step 2: Remove and then reinstall the gameTo remove and then reinstall the game, follow the steps for your version of Windows. Windows 7 or Windows Vista
If the Setup program does not start automatically, follow these steps:
Windows XP
If the Setup program does not start automatically, follow these steps:
If the issue continues to occur, go to the next method. Method 11: Check Solution Center for your gameAt the Games for Windows Solution Center you can find solutions for most common issues. These solutions let you do the following:
http://support.microsoft.com/games If the issue continues to occur, go to the next method. Method 12 - Windows XP only: Adjust graphics hardware acceleration
Method 13: Scan the computer for virusesThe 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: 49500 List of antivirus software vendors If the issue continues to occur, go to the next method. Method 14: Remove spyware and other unwanted softwareTo 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: http://www.microsoft.com/protect/computer/spyware/default.mspx To run a scan for unwanted software in Windows 7 or in Windows Vista, follow these steps:
If you have cleaned unwanted software from the computer, follow Method 10 to remove and then reinstall the game. Next stepsIf you need more help, visit the Microsoft Customer Support Services Web site to find other solutions. This Web site provides the following services:
Why does my game crash out of nowhere?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.
Why does my game keep crashing?If GPU crashes when playing games, check your drivers. Outdated or corrupted drivers will cause your system to crash when playing games. In addition, overclocking can put extra stress on your graphics card and cause it to generate more heat. As a result, it will overheat and crash.
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