Software support

[Mark]

I have been having trouble with some software (Lego Star Wars II)
recently which means the whole computer shuts down occasionally whilst
this software is running. (Apart from one time there is nothing in
the event log. NB: The computer does not crash or reboot, it shuts
down as if it had been done from the start menu. On only one occasion
the software was uninstalled when I switched the computer back on, and
the event log showed that the shutdown had been initiated by the
uninstall.)

I have been in contact with the support company (Activision) via their
web site. They have told me to stop my virus checker, windows
firewall, and windows update.

I am reluctant to comply with these instructions because it would
leave me vulnerable to malware. However they say they will not help
if I do not follow their instructions. Does anyone have any advice
on what to do in this situation?

TIA, Mark.

 

[Adam Raff]

Hi Mark,

What I think they are asking you is to try it and see if it works if not you
can then send them an email to say it did not work after all services are
turned off. If it works then you can start narrowing the problem down by
enabling one item at a time to see what breaks the system.

If this program does not need Internet access, then disconnect your self
from the Internet and disable the features and play the game and see what
happens. If you need to be connected to the Internet and you tried the
above test, if nothing happens then this may tell you that something is
connecting to your system while you are connect to the internet. Now you
will have to make a choose to see what you want to do next. You can try to
to play while on the internet and see what happens if the system shuts down
with the system files off that tells me that something may be connecting to
the system or the program is doing something while connected which is
causing the shut down. Please note that I am not telling you do this.
Not if you do not feel comfortable about it.

My guess is that it will not fix the issue. Systems shut down like yours
could be caused by a few issues. Overheating, Memory that may be bad or
some sort of virus.

I hope this gives you a few ideas to look into. If you want you can
download a memory check which will check your memory to make sure that it
running properly. I believe a program called mem86 which is very good and
free.

Adam Raff

 

[Mark]

What I think they are asking you is to try it and see if it works if not you
can then send them an email to say it did not work after all services are
turned off. If it works then you can start narrowing the problem down by
enabling one item at a time to see what breaks the system.

Adam, thanks for replying. (My main reason for the original post is
that I think they are trying to fob me off, rather than actually
provide "support".)

In a sense I have already narrowed down the problem to Lego Star Wars
II.

If this program does not need Internet access, then disconnect your self
from the Internet and disable the features and play the game and see what
happens. If you need to be connected to the Internet and you tried the
above test, if nothing happens then this may tell you that something is
connecting to your system while you are connect to the internet.

Nothing is connecting from the Internet.

You can try to
to play while on the internet and see what happens if the system shuts down
with the system files off that tells me that something may be connecting to
the system or the program is doing something while connected which is
causing the shut down.

Sorry, I don't understand this.

My guess is that it will not fix the issue.

Me too, hence the original post.

Systems shut down like yours
could be caused by a few issues. Overheating, Memory that may be bad or
some sort of virus.

I could maybe understand if it was malware doing this, but not memory
or overheating problems. The latter usually cause slowdowns or
crashes/hangups. If it is malware then the worse course of action
IMHO is to disable the Virus checker!

I hope this gives you a few ideas to look into. If you want you can
download a memory check which will check your memory to make sure that it
running properly. I believe a program called mem86 which is very good and
free.

I had done a lot of investigation myself before using their "support",
including running memtest86 overnight.

M.

 

[db ´¯`·.. >]

perhaps what the service
representatives were trying
to convey is that something
is interfering with the program,
which is a reasonable assumption.

simply because no one in the
world knows what all you have
installed and running on your
pc, you really need to begin
by peeling away the layers of
programs that may be running.

for example, you really do not
need microsoft updates running.

also, it is unclear what firewall
you have installed or how many
and if they are configured correctly,
so they can be blocking the ports
required by your game.

the easiest solution is simply turn
them off temporarily and see if
this is a solution.

the same is true with your spywares
and antivirus's.

what might also be helpful to
the above is simply doing a
clean boot.

-----------------

unfortunately the only other
suggestion we can provide
is that if you are leery
then don't bother with the
program - it is that simple.

 

[smlunatick]

Hi Mark,

What I think they are asking you is to try it and see if it works if not you
can then send them an email to say it did not work after all services are
turned off.  If it works then you can start narrowing the problem down by
enabling one item at a time to see what breaks the system.

If this program does not need Internet access, then disconnect your self
from the Internet and disable the features and play the game and see what
happens.  If you need to be connected to the Internet and you tried the
above test,  if nothing happens then this may tell you that something is
connecting to your system while you are connect  to the internet. Now you
will have to make a choose to see what you want to do next.  You can tryto
to play while on the internet and see what happens if the system shuts down
with the system files off that tells me that something may be connecting to
the system or the program is doing something while connected which is
causing the shut down.    Please note that I am not telling you do this.
Not  if you do not  feel comfortable about it.

My guess is that it will not fix the issue.  Systems shut down like yours
could be caused by a few issues.  Overheating, Memory that may be bad or
some sort of virus.

I hope this gives you a few ideas to look into.  If you want you can
download a memory check which will check your memory to make sure that it
running properly.  I believe a program called mem86 which is very good and
free.

Adam Raff









- Show quoted text -

Your problem 'seems" to look exactly like a temperature issue. Your
PC may be shutting down because it may be hotter than the thermal
limit set in the BIOS. This is a safety feature in most PCs so that
you do nt "fry" the CPU or RAM. Check all fans and vents so to make
sure they are clear / working.

 

[Mark]

Your problem 'seems" to look exactly like a temperature issue. Your
PC may be shutting down because it may be hotter than the thermal
limit set in the BIOS. This is a safety feature in most PCs so that
you do nt "fry" the CPU or RAM. Check all fans and vents so to make
sure they are clear / working.

This feature is not enabled in the BIOS. The temperatures (as shown
by the BIOS) are OK.

Mark.

 

[Mark]

perhaps what the service
representatives were trying
to convey is that something
is interfering with the program,
which is a reasonable assumption.

simply because no one in the
world knows what all you have
installed and running on your
pc, you really need to begin
by peeling away the layers of
programs that may be running.

I know that incompatabilities happen. I've just never heard of any
causing these symptoms.

for example, you really do not
need microsoft updates running.

I disagree with this. It is important to have security fixes
installed as soon as they are available.

also, it is unclear what firewall
you have installed or how many
and if they are configured correctly,
so they can be blocking the ports
required by your game.

It's the standard Windows XP SP2 firewall. Again I've never heard of
ports being blocked causing the whole PC to shut down.

the easiest solution is simply turn
them off temporarily and see if
this is a solution.

the same is true with your spywares
and antivirus's.

I have a friend whose computer was immediately infected with a virus
when they did this. I consider it a poor risk.

what might also be helpful to
the above is simply doing a
clean boot.

What do you mean by a "clean" boot?

-----------------

unfortunately the only other
suggestion we can provide
is that if you are leery
then don't bother with the
program - it is that simple.

This program was bought for my son's birthday present. I doubt he
would agree to this.

I was hoping that there is some registry setting that I can set to
report what caused the shutdown.

Mark.

 

[smlunatick]

I know that incompatabilities happen.  I've just never heard of any
causing these symptoms.


I disagree with this.  It is important to have security fixes
installed as soon as they are available.


It's the standard Windows XP SP2 firewall.  Again I've never heard of
ports being blocked causing the whole PC to shut down.



I have a friend whose computer was immediately infected with a virus
when they did this.  I consider it a poor risk.


What do you mean by a "clean" boot?



This program was bought for my son's birthday present.  I doubt he
would agree to this.

I was hoping that there is some registry setting that I can set to
report what caused the shutdown.

Mark.

Have you considered checking with the software's support site in order
to check your system's compatibility?

 

[Mark]

Have you considered checking with the software's support site in order
to check your system's compatibility?

That is what this thread is about - the (poor) support!

M.

 

[froggyjoe]

outlookepxress

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