Troubleshoot a wireless networking problem

You received this message because hardware or software on your computer caused Windows to shut down unexpectedly and restart. This is a serious problem, commonly referred to as a stop error or blue screen.

Although the specific cause of this problem is not known, it appears to be related to wireless networking.

To try to solve this problem, follow these steps. One step might solve the problem, but if it doesn't, then go on to the next step.

  1. Check for updated wireless networking drivers

    Some wireless networking drivers might be listed as optional hardware updates in Windows Update. To check for and install optional hardware updates, follow these steps:

    1. Click to go to the Windows Update websiteClick to go to the Windows Update website

      Note
      If Microsoft Update is installed you'll be taken to the Microsoft Update website.

    2. Click Custom to check for available updates.

    3. In the left pane, under Select by Type, click each of the following links to view all available updates:

      • High Priority

      • Software, Optional

      • Hardware, Optional

      Note
      We recommend you install all High-Priority updates. These updates improve your computer's security and stability.

    4. Select updates for your device and any other updates you want to install, click Review and install updates, and then click Install Updates.

    Note
    If no wireless networking updates are found, go online to your wireless hardware manufacturer's website to look for driver updates. If there are none, we recommend contacting your computer manufacturer directly for additional support. Let them know that your wireless networking components generated an error and ask if product updates are available.

    How do I find my computer manufacturer?

    Click Start, click Run, type msinfo32, and then click OK. Your computer manufacturer is listed as the System Manufacturer in the right pane of the System Information window.

    Go to www.microsoft.com and search for "computer manufacturers"Tap or click to go online to see contact info for most computer manufacturers

  2. Collect information about your computer and search the Internet for a solution

    To continue troubleshooting this problem, you will need to collect more information about your computer and use it to find more information online.
    1. Find the device name and driver name for your wireless network hardware and print out your system information

      1. Click Start, and then click Run.

      2. In the Run box, type msinfo32, and then press ENTER.

      3. In the left pane, double-tap or double-click Components, double-tap or double-click Network, and then tap or click Adapter. Search for any adapter that references "wireless," and then, for each one found, write down its name, adapter type, product type, and driver (typically, the driver will be a file with a file name extension of .sys and a name such as Portcls.sys).

      4. In the left pane, tap or click System Summary.

      5. Tap or click File, tap or click Print, select a printer, and then tap or click Print.

        If you do not have a printer and you want to copy the system information, tap or click Edit, click Select All, press CTRL+C, open a program in which to paste the information (such as WordPad), and then press CTRL+V.

    2. Use Event Viewer to find specific information about this problem

      Event Viewer is an advanced tool that displays detailed information about significant events on your computer. It can be helpful when troubleshooting problems and errors with Windows and other programs.

      1. Click Start, click Run, type eventvwr, and then click OK.

      2. Click Application.

      3. Click View, and then click Filter.

      4. In the Event Source drop-down list, click any one of the following: Save Dump, System Error, or Windows Error Reporting.

      5. In the Event ID field, type 1001, and then click OK.

      6. Review each event listed and write down its bugcheck code (for example, "0x000000D1" or "0x0000008E").

      7. Go to the next step to search the Internet for a solution.

    3. Perform an Internet search

      Use the information you collected in the previous step to search the Internet for more help. If you find troubleshooting steps, make sure that they apply to your specific computer before you follow them.

      1. Go online to search the Internet for specific bugcheck codes you found using Event Viewer. For example, search for "0x000000D1" or "0x0000008E."

      2. Go online to search the Internet for the driver name. For example, search for "portcls.sys."

      3. Go online to search the Internet using different combinations of text, such as "Blue Screen" or "Stop Error" along with the driver or device name. For example, you could search for "portcls.sys bluescreen".

  3. Use Shut Down instead of Hibernate

    Some mobile computers are known to have wireless networking problems when hibernation is used. Try shutting down and restarting your computer without using the Hibernate feature:
    1. Click Start, and then click Shut Down.

    2. Ensure that Shut Down is selected in the drop-down list, and then click OK.

    3. Restart your computer.

  4. Disable your wireless network adapter

    If you are unable to troubleshoot this problem, or if the error continues, you can disable your wireless network adapter. Once the adapter is disabled, you will not have wireless networking capabilities on your computer, but the error should stop occurring. Note that this action should not affect any standard (hard-wired) network adapters on your computer, which can be used as an alternative to a wireless connection.

    To disable your wireless network adapter, follow these steps:

    1. Click Start, and then click Control Panel.

    2. Click Performance and Maintenance, and then click System.

    3. Click the Hardware tab, and then click Device Manager.

    4. Double-click Network adapters. The name of your wireless network adapter will be listed here. Note that there might be more than one network adapter listed. If this is the case, write down all network adapter names, because you might need them when you contact your computer manufacturer.

    5. Right-click the wireless network adapter name, and then click Disable. When the confirmation dialog appears, click Yes. You might need to repeat this step for each wireless network adapter listed under Network adapters.

    After disabling your wireless network adapter, we recommend contacting your computer manufacturer for support.

    How do I find my computer manufacturer?

    Click Start, click Run, type msinfo32, and then click OK. Your computer manufacturer is listed as the System Manufacturer in the right pane of the System Information window.

    Go to www.microsoft.com and search for "computer manufacturers"Tap or click to go online to see contact info for most computer manufacturers