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The Window's Guru's original Windows Troubleshooting and Security Guide!
PC problems can be a huge nightmare. Finding the answers that you need can be even harder. I've put together some simple guides that can get you headed in the right direction. If these guides don't get you up and running feel free to post a thread in one of our forums. Although this thread is being written as thoroughly as possible, please don't let that deter you from starting a thread of your own. Even if a solution here solves your problem, we'd still like for you to share your experience for the benefit of the group. Things to Remember When Posting a Thread
And above all, please post back when you have found a solution that works. Not only do we like to know things worked out for you, but it may also be helpful for anyone else who comes along your thread with a similar issue. For help on how to ask the right questions, check out this link provided by Quantum Skyline. Good luck, and thanks for choosing DevH! Contents: Windows Troubleshooting GuideNote: The bulk of this guide is written for Windows XP, most of the steps outlined in this guide will work in other versions as well. It would be a tedious task to customize this guide for every version of Windows available. Some links for other Windows distributions have been provided. If this guide doesn't fit your particular setup, please open a thread with your issue and someone will be happy to give you a customized response.Have you found this guide helpful? Please take a moment and show your appreciation for the work involved in writing and maintaining this guide.
If you like this guide, don't miss any of my articles on the Developer Shed network. Subscribe to the Live FeedNeed to link to this guide? Don't try to remember the long URL. Just point your links to http://guide.nilpo.com!
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Scripting problems? Windows questions? Ask the Windows Guru! Stay up to date with all of my latest content. Follow me on Twitter! Help us help you! Post your exact error message with these easy tips! Last edited by Nilpo : January 6th, 2008 at 05:31 AM. |
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When a Windows machine randomly reboots during the boot process, Windows will generally tell you what the problem is. Please complete the following steps before posting a thread. This will save time in diagnosing your problem.
What Is A Blue Screen of Death (BSOD)? Most of the time when Windows reboots during the boot sequence, it will display an elusive BSOD (Blue Screen of Death) that contains the error information. Typically, this will flash too quickly for you to read before the computer restarts. Here is how to stop the system from restarting so that you can collect the error information. Click here for an example blue screen from Windows XP.
Breaking The Code: The Blue Screen contains very important information that should be included when you post your thread.
If your computer randomly reboots without displaying a BSOD, this indicates a hardware failure. While this is typically a failing PSU (Power Supply Unit) it can often be other hardware as well. When posting in this instance, be sure to include as much information about your hardware and system configuration as possible. Wherever possible you should indicate brands and model numbers for all of the system components. It also helps to know if this problem has occurred before and with what kind of frequency. Typically, these problems will begin intermittently and progressively become worse. Additional information may also be found in the system Event Logs or in the Boot Log if enabled. The following posts will describe how to enable these logs and use the information they contain. Armed with this information we can better help you diagnose your problem and get you up and running more quickly. Thanks for choosing DevH and remember to stop by often. Click here for a description of the BSOD and it's purpose.Additional Resources: Troubleshooting Windows Stop Messages (Author's Choice Direct Link: http://guide.nilpo.com/bsod Last edited by Nilpo : October 31st, 2007 at 07:24 AM. |
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Using Windows Event Logs
Windows keeps event logs that can be useful in identifying problems. You can view these event logs using the Event Viewer. The following example will show you how to troubleshoot an example event (failing hard drive).
The event logs can be extremely useful in diagnosing and troubleshooting problems. They will also contain warnings that can help indicates problems before they happen. How to Export the Event Log Contents: With the Event Viewer open, select the log you would like to export in the left pane. Select Export List... from the Action menu to save a tab-delimited text file of your event log. screenshot Additional Resources: Windows Events and Error Messages Center Search Direct Link: http://guide.nilpo.com/eventlogs Last edited by Nilpo : October 31st, 2007 at 08:10 AM. |
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Using Windows Boot Logging
Windows Boot Logging can be an effective way to diagnost startup issues. Boot with any of the Windows Safe Mode options will enable boot logging automatically, however, it can also be enable in Normal mode as well.
Enabling Boot Logging - Method 1:
Enabling boot logging will cause Windows to create a log file of the boot process. The default location for the log file is: C:\Windows\Ntbtlog.txt Click here for an example log file.The log file will specify the time of startup and the location of all drivers that were loaded. It will also note any drivers that were not successfully loaded. This log file can be used with other tools such as the System Event Viewer to locate problems. Programs like Boot Log Analyzer can help you use your boot log more effectively. Additional Resources: Available Switch Options for the Windows XP Boot.ini File Direct Link: http://guide.nilpo.com/bootlog Last edited by Nilpo : October 31st, 2007 at 08:10 AM. |
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Other Miscellaneous or Program Specific Errors
So what do you do when you're not having a Windows specific problem? Perhaps, you're receiving an error from another program. The following links will guide you to some other common troublespots.
Additional Resources: Windows Installer Error Reference Direct Link: http://guide.nilpo.com/programerrors Last edited by Nilpo : October 31st, 2007 at 08:11 AM. |
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Using Device Manager to Troubleshoot Hardware
The Device Manager can be a very useful tool in diagnosing hardware related problems such as hardware failures, resource conflicts, and firmware or driver conflicts. Learning to make use of the Device Manager can greatly reduce diagnostic times and increase overall system performance. Here are some common uses of the Device Manager.
Troubleshooting Hardware: The Device Manager's primary function is to provide an interface for diagnosing and troubleshooting your system's hardware. Right-clicking any device and choosing Properties will open the devices Properties dialog. From here, you can access many of the Device Manager's tools. On the General tab, the Device Status box will indicate any problems with your device. The links below can be used to identify the specific error code. Beneath the Device Status box you will also find a Troublehoot button. Clicking this button will start Windows' Hardware Device Troubleshooter which can be very useful in identifying configuration problems and failing hardware. Working With Device Drivers: In order for your system to use installed hardware, it must have a valid device driver for it. Drivers are generally provided by your hardware manufacturer when you purchase your hardware, but they are often updated frequently. You should always be sure to use the latest driver available for the best performance. The Device Manager makes working with drivers very easy. After downloading the latest driver release from your hardware manufacturer's website, follow the following steps to install your updated driver.
It is also a good idea to ensure that any software or hardware was designed to work with your Windows version. Microsoft provides a constant database of certified software and hardware components that meet its standards. Windows Catalog and Hardware Compatibility List Verifying Unsigned Drivers: Digital signing is an added security feature used to ensure that you are using an original device driver. This helps ensure that your driver comes from a credible source and that it is not corrupt. You should always use signed drivers whenever possible. The following link will guide you through verifying a driver's signature. How to Use Driver Verifier to Troubleshoot Windows Drivers Rolling Back Drivers: Whenever you use the Hardware Update Wizard to install or update device drivers, a backup of any existing driver is created in the event that the new driver is corrupt or incompatible. Windows makes it very simple to roll back to a previous driver in case of a problem. How To Roll Back A Device Driver Using Windows XP Device Driver Rollback Beats BSOD Identifying System Resource Usage: In order for hardware components to function they must make use of system resources such as memory. Each device is assigned certain resources that it is allowed to use. Sometimes incompatible devices are assigned the same resources causing a resource conflict. The Device Manager provides an easy way to identify the resources in use by a specific device. Power users can also use this information to customize how resources are used and use the information to increase hardware and system performance and also to increase system stability. In a device's properties dialog, you can click the Resources tab to view the resource information for that device. This view not only shows what specific resources are reserved for that device but also any conflicts there may be. Printing a Device Manger Report: The Device Manager also has the ability to print reports about your hardware configuration. This can be useful for documenting a system configuration, identifying problems, and for submitting when requesting help with device issues. How To Print a Device Manager Report in Windows XP Other Resources: Troubleshooting Device Manager Issues in Win XP Direct Link: http://guide.nilpo.com/devicemanager Last edited by Nilpo : October 31st, 2007 at 08:11 AM. |
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Using the Network Troubleshooter for Internet and Connectivity Problems
A broken internet connection or lost network connection can make for a bad day. With so many different possibilities ranging from confguration problems to hardware failures it can often be difficult and time consuming trying to resolve the problem. Windows provides a tool called the Network Troubleshooter that can help identify potential trouble spots.
How to troubleshoot home networking in Windows XP Additional Resources: Windowx XP and Windows 2003 Network Problem Solver (Requires IE6+) For help installing a network, check out the excellent Home Networking with Windows XP guide by moistmule. Also, check out my guide How To Diagnose a Slow or Broken Connection. Direct Link: http://guide.nilpo.com/nettroubleshooter Last edited by Nilpo : October 31st, 2007 at 08:12 AM. |
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Using Dr. Watson for System Troubleshooting
Dr. Watson for Windows is a program debugger that ships with all Windows versions. This tool can be a very effective way to troubleshoot program errors.
Anytime a program error occurs, for instance when a program terminates or becomes unresponsive, Dr. Watson is started automatically and a log of the problem is created. This log can be a great aide in resolving the problem. The links below will help you use the Dr. Watson and the Dr. Watson log more effectively. The default location of the Dr. Watson log is: C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson\drwtsn32.log Click here for an example log file An error dump called user.dmp may also be created. This is a binary memory dump file. Additional Resources: Dr. Watson Overview Direct Link: http://guide.nilpo.com/drwatson Last edited by Nilpo : October 31st, 2007 at 08:12 AM. |
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Repairing Internet Explorer and Windows Explorer
Many Internet Explorer and Windows Explorer problems already have fixes available. Run Windows Update to ensure that you have the latest patches and hotfixes installed.
Internet Explorer and Windows Explorer errors can stem from a variety of different places. Incorrect system configurations, spyware/adware, viruses, and failing hardware can all cause unexpected behavior. Various tools are availabe below for fixing general problems. Specific problems can be googled. I'll touch on some of the more common ones below. Internet Explorer Opens Blank Pages: This issue is generally caused when system files used by Internet Explorer become corrupt or changed. Replacing and re-registering these files will generally fix the problem. Internet Explorer opens blank pagesWindows Explorer Causes an "Invalid Page Fault" When Using Thumbnail View: This problem can occur when the Thumbs.db file in a particular folder becomes corrupt. A fix can be found in this Knowledgebase Article. Windows Explorer Needs to Close When Viewing My Network Places: This problem can occur when using printers that do not support printer sharing on a home network. One resolution can be found here. Explorer.exe Repeatedly Quits Unexpectedly: There can be a number of causes for this problem. Cleaning your system of spyware/adware and running a full AV scan can relieve this problem. Other issues can be found here. Additional Resources: Description of the Internet Explorer Repair Tool Direct Link: http://guide.nilpo.com/explorer Last edited by Nilpo : October 31st, 2007 at 08:12 AM. |
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Troubleshooting Windows Installer Problems
Errors that occur during software installations can be difficult to figure out. They can range from insufficient resources, locked memory, and hardware problems. The errors generated by Windows Installer and the system event logs can prove useful in determining the problem.
Many issues with Windows Installer arise when trying to reinstall a program that has been removed. In this case, part of the previous install process may still remain in the registry. Microsoft provides a tool for removing these old traces. Windows Installer CleanUp Utility When having problems installing software, it's usually good to run Windows Update and update device drivers prior to the installation. Don't forget, you should always create a restore point or backup before new software or making hardware changes. Windows Installer Error Messages Windows Installer Error Codes Windows Installer Error Reference NOTE: The information in the above links only applies to installations based on the Windows Installer. Direct Link: http://guide.nilpo.com/windowsinstaller Last edited by Nilpo : October 31st, 2007 at 08:13 AM. |
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Troubleshooting Shutdown Issues
Troubleshooting shutdown issues can be a very tedious task. There are hundreds of possibilities that can cause your computer to shutdown slowly. Hanging or unresponsive programs are the most common cause, however, failing hardware is also very common.
Some Typical Causes of Slow Shutdown:
DevH Thread: WinXP needs 15min to shut down Windows Restarts Instead of Shutting Down: Sometimes Windows may restart instead of shutting down. This typically happens when your system has a STOP 0x0000000a error while the "Automatically Restart [on System Failure]" option is set in your system properties. You can see this to disable that option. However, you need to resolve the STOP error to fix the problem. This happens on system that have Roxio Easy CD Creator installed. The resolution can be found in this Microsoft Knowledgebase Article. Shutdown Hangs or Your System Stops Responding During Shutdown: Sometimes your system will just refuse to shut down. This can happen when Windows doesn't properly unload from memory or when it cannot end certain running processes. Various hardware failures or corrupt drivers can also cause these symptoms. Try uninstalling any newly installed hardware or software or returning to a previous restore point before the problem occured. Make sure that your are running the latest available drivers for your hardware. The items below can help you pinpoint an actual problem. Other Ways to Identify Problems:
Windows XP Shutdown Troubleshooter Direct Link: http://guide.nilpo.com/shutdown Last edited by Nilpo : October 31st, 2007 at 08:07 AM. |
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Troubleshooting Resource Conflicts
A resource conflict occurs when two or more devices try to use the same system resources, such as IRQ or Memory Address, at the same time. Modern Windows versions are generally very good at handling resource requests and configurations for you. However, it's not always that easy. Resource conflicts have taken on seemingly legendary status. In the old days, they were difficult to diagnose, but today that is no longer a problem. They are both quick and relatively easy to fix.
How To Identify Possible Resource Conflicts: Typical symptoms of a resource conflict can include a popping or cracking sound from your computer's speakers, unresponsive or non-working hardware, and extremely slow system performance when accessing specific hardware. Frequent system crashes when accessing specific hardware is also a good indicator of a conflict. Locating the Conflict: If you suspect a certain hardware device as being the culprit, viwiing it's status in Device Manager will reveal any conflicts. However, if you do not know where to begin, the System Information tool can be quite useful.
Resolving the Conflict: If the trouble device is Plug-N-Play compatible, uninstalling and reinstalling the device is the simplest way to resolve conflicts. If that does not work you will have to manually set the resource settings for one or more devices. You might also try removing the device in Device Manager and letting Windows auto-detect it again. Additional Resources: Resolving Hardware Conflicts Direct Link: http://guide.nilpo.com/resourceconflicts Last edited by Nilpo : October 31st, 2007 at 08:13 AM. |
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Troubleshooting A Non-Booting PC or Boot Errors
A PC that will not boot can be the beginning of a very bad day. There can be many causes from hardware failures to software conflicts that can cause your PC to become useless. Here are some commonly occurring problems and how to troubleshoot and fix them.
Troubleshooting A PC That Won't Turn On: You press the power button and nothing happens. Now what? First, begin with the basics.
Using BIOS Beep Codes and POST Results: Every system BIOS performs a POST, or Power On Self Test, when the computer is turned on. The intial hardware test will return audible beeps to indicate the results. While most are fairly similar, each company has their own beep codes. Check your BIOS manufacturer's website for those codes. Links to the most common companies are provided below. Beep codes will generally indicate hardware failures. If you suspect that hardware is failing, double check to make sure that it is properly installed. If the hardware connects in a slot such as a PCI or AGP slot, be sure that it is properly seated. This also applies to RAM modules and processors. Be sure any required cables are firmly plugged into the appropriate connections. If all seems wel, then the hardware is most likely bad and should be replaced. The POST sequence continues with other tests that will display on-screen errors. These errors should be noted. You can typically find the meaning of these errors in your motherboard documentation or on your motherboard manufacturer's website. BIOS Beep Code References: http://www.pchell.com/hardware/beepcodes.shtml Common Boot Errors:
Your PC Freezes or Hangs During Boot: When a PC hangs or freezes during boot this usually indicates either corrupt startup files or corrupt device drivers. Try booting into Safe Mode and see if boot completes successfully. If it does, disable any uneeded startup items. Typically, the PC does not actually hang. It will usually load eventually. Try walking away from the computer and seeing if the boot finishes. In some cases this has taken up to a couple of hours. The bootlog or event log can lead to the culprit. Update device drivers and run sfc /scannow from the Command Prompt. If this does not work check for failing hardware and reintall Windows as a last resort. Additional Resources: Real World Technologies' Boot-Up Troubleshooting Cookbook Direct Link: http://guide.nilpo.com/startup Last edited by Nilpo : October 31st, 2007 at 08:22 AM. |
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Diagnosing a Sluggish or Slow PC
Diagnosing a sluggish or slow PC can be a drag. Anything from installed software to failing hardware can affect your PC's performance drastically. Here are some tips for bring that PC back to life.
Eliminating Unnecessary Services: You have to understand that your computer only has so many resources available. Your CPU is only so fast, there is only so much RAM, and your paging file is only so big. With these limitations, you have to make wise use of them. System services are programs that run in the background anytime your PC is turned on. Many of these support the operating system and are required, but many are not. Microsoft doesn't always know what is best for us. You can disable any services you don't need and free up some of those wasted resources. A complete list of all the Windows XP services can be found here. Another great guide can be found here. Windows XP Services that can be disabled (PDF by TechRepublic) Ugrade You Hardware: Computer programs today are much more intensive than they were months or even years ago. From time to time you will need to upgrade your hardware in order to maintain decent performance. The most common, and probably cheapest, upgrade is your system RAM. RAM, often referred to as memory, is key to proper system performance. Every active program is running on your PC is loaded into memory. The more available, the better. And don't cheap out. Name brand memory modules will perform much better than "value" modules. Upgrading your CPU and motherboard periodically is also recommended. While you're inside your case adding your new hardware, don't forget to periodically replace any ribbon cables. A failing power supply may also affect system performance. Update Windows: Windows Update will ensure that you are always running the latest, most stable copies of your system files. It will also plug known security holes. You can run the Windows Update tool from the All Programs group on your Start Menu or use Internet Explorer and visit the Microsoft Windows Update website. Free Up Disk Space: The more junk you have on your hard drive, the longer it takes to find and load programs and files. Uninstall any unused applications, and delete any uneeded files. Storing lots of photos, mp3's, or other files? Try compressing them so that they take up less space. Periodically reintalling your OS can have dramatic results as well. This will remove any old and unneeded system files as well as rebuilding a clean registry. Consider using a second hard drive for storage to keep the size of your working hard drive as small as possible. Remove Spyware, Malware, and Viruses: These types of processes can be very hard to find in your system. Having spyware, adware, or viruses on your system will result in very poor performance. Regularly run a full AV scan and spyware scan to keep your system clean and healthy. The links below will provide several options for doing this. For more detailed information check out Nilpo's Updated! Virus Removal Primer. Another great resource is A Windows XP Optimization Guide.
Over time your hard drive can become fragmented. This happens as files are deleted and overwritten. If fragmentation is severe enough this can cause serious performance issues. Programs will open slower, the paging file will take longer to access, and overall transfer speeds will seem to crawl. You can use Windows' own built in defragmenter or download a third-party one at your own discretion. Enable Disk Caching: Most modern hard disk have an internal cache. This cache is a small bit of RAM on the hard drive used to index recent or often accessed information. Enabling this features can dramatically improve drive search times when performing common tasks. This Knowledgebase Article describes how to enable the disk caching feature. You should note that enabling disk caching can post a risk for possible data loss if the the drive loses power. This risks are further explained here. Control Your Startup Tasks: The programs that start when your computer boots are known as tasks. As you install more and more programs on your computer, often your task list can become quite large. Many of these programs are not needed at Windows startup and can be safely disable. Several freeware programs are available to aid in this task. Stop by The Useful Freeware Database for several suggestions. For help identifying startup tasks try Startup Programs and Executables Listings or Task List Programs. Update the BIOS: The BIOS is a memory chip located on your motherboard. It contains all of the basic input/output instructions that make your hardware work. The BIOS version on your motherboard may not always support the latest capabilities of your hardware, and in some cases, may not be compatible at all. Updating the BIOS regularly will keep your hardware working together more smoothly. Visit your motherboard manufacturer's website for the latest stable BIOS release. For a list of hardware manufacturer's websites, try your favorite search engine or check out Nilpo's "Abridged" Bookmarks. Enable DMA or UDMA: Most modern hard drives and optical drives support DMA, or Direct Memory Access. DMA is a feature that allows your drive to transfer data into memory without involving your CPU. This means it's both faster and less intensive on your system. Making sure this feature is enabled on all drives that support it can take a tremendous load off of your computer's processor. In Windows XP, DMA is enabled automatically on drives that support it, but it can sometimes become disabled. You can re-enable it in the Device Manager from the Properites dialog of your drive's controller. Optimize the System Registry: The registry is a central location for storing system settings. It spans across several files, but appears as one storage unit. Applications add settings to the registry all of the time. However, these settings aren't always removed when programs are uninstalled. Use a program like Tweaknow's RegCleaner Standard or Jouni Vuoro's RegCleaner (last freeware edition) to keep your registry as slim as possible. Another thing to keep in mind is that the registry is a combination of files. As information is added and deleted from these files they will often become fragmented resulting in slower system performance due to the fact that it takes longer for Windows to locate the information it needs. Using a program like NTREGOPT will keep your registry files degragmented for the best system performance. Optimize Video Settings: Your video display is probably the intensive part of your overall system performance. Always use the latest drivers available from your graphics card manufacturer to ensure that your video hardware is running at it's peak performance level. You should also configure Windows to make the most of your hardware's capabiltiies to take some stress off of other areas of your system. One way to do that is too make sure that Windows is making full use of the hardware's acceleration.
Disable GUI Effects: Windows XP comes with all kinds of nice pretty effects and animations for the various menus. Disabling these will take some toll off of your system.
Uninstall Unused Fonts: When Windows loads it loads every font installed on your system into memory regardless of whether or not they are being used. Deleting or moving unused or uneeded fonts from the Fonts folder in your Windows directory will increase system performance. You can double-click most fonts for a preview or try a third-party font manager such as FontFinder 32. Clean Your Desk!: Just like having a messy desk makes any office less productive, having a cluttered Desktop will make Windows perform slower. Group desktop items into meaningful folders or use the Desktop Cleanup Wizard to remove some old or unused icons.
PC Pitstop: Free PC Diagnostics, computer help, and TuneupsOver time, every computer begins to perform slower. Wearing hardware, system changes, and installed programs are just a few of the culprits. Using these tips will help you get maximum performance and maximum life out of your investment. Direct Link: http://guide.nilpo.com/slowpc Last edited by Nilpo : October 31st, 2007 at 08:08 AM. |
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Diagnosing a PC that Frequently Hangs or Freezes
A PC that frequently hangs or freezes is unreliable and relatively useless. When a PC hangs, it's usually because it is waiting for system resources to become available or because and unrecoverable program error has occured.
After a crash, first end any uneeded programs running on your computer to eliminate the possibility of a subsequent crash. So, first things first, let's determine exactly what's running on your PC. The Windows Task Manager isn't always enough. It's relatively easy to hide processes from the Task Manager, and it won't show you anything running as a system service. Try using a program like Sysinternal's Process Explorer instead. End any uneeded or unwanted processes. For help identifying processes, try one of the following links: Windows Process LibraryIn addition, you should follow the steps outlined in Diagnosing a Sluggish or Slow PC to determine if adware or viruses are to blame. Try uninstalling any recently installed programs that may be causing your computer to crash. You should also check the Event Logs for any pertinent information. You may also use Microsoft's Online Crash Analysis to determine the cause and cure for your troubles. Take the time to stop by PC Pitstop and perform a full tune-up. Direct Link: http://guide.nilpo.com/frozenpc Last edited by Nilpo : October 31st, 2007 at 08:14 AM. |
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