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PC Troubleshooting - Goodheart

1. Chapter 15 PC Troubleshooting 679 VY The System Information msinfo32 exe utility provides information about the system as well as online help and access to system troubleshooting tools Y Dr Watson is used to collect information about the computer system before and during a software failure Y The DirectX Diagnostic Tool checks the validity of any existing DirectX software tools and add ons Y The System File Checker sfc exe checks for missing changed or corrupt system files Y Windows XP and Windows 2000 ntdetect com is now merged into the Windows Vista kernel Y The two methods of backing up files are incremental and differential Y Performing regularly scheduled maintenance can prevent future problems and improve system performance Review Questions Answer the following questions on a separate sheet of paper Please do not write in this book 1 What are the three major fault areas 2 What is most likely the cause of a failure during POST 3 How can you tell that the system kernel has been loaded in the Windows operating system 4 If there are no power lights and the fan is not running which is most likely the cause a Power supply b Motherboard c Hard drive d CMOS settings 5 You can start the PC in safe mode after pressing a Ctrl Alt Del b F8 c F3 d Ctrl Shift Del 6 How does safe mode differ from a normal boot process How can you access the Advanced Boot Options menu i
2. FHR Yersil E JT eet i i a 0 bel s ray Windows e PC Troubleshooting 653 Figure 15 9 The Windows Recovery Console is accessed by booting to the Windows Vista installation DVD and selecting Repair your computer Figure 15 10 Windows Recovery Environment prompts for the operating system to repair 654 Computer Service and Repair Figure 15 11 Windows Recovery Environment tools Pee E A Saute ra PADa te ar amie pore bee The Startup Repair option searches for and replaces corrupt or missing system files System Restore provides access to the System Restore utility from which you can restore the system to a point in time that the system was working The Windows Complete PC Restore option makes an image of the hard disk drive including files such as the MBR which normally cannot be accessed or copied without the use of third party tools This option is only available in Windows Vista Business Ultimate and Enterprise editions It is not available in the Home versions It is the most complete restoration option It replaces the entire collection of operating system files as well as all data You can even restore the complete system to a brand new computer if the original computer cannot be recovered The Windows Memory Diagnostics Tool option of course loads the Memory Diagnostics Tool and the Command Prompt option provides access to the command prompt from whi
3. Chapter15 PC Troubleshooting 645 Y Invalid partition table Y Error loading operating system Y Missing operating system If any of these three error messages appear you most likely have a hard drive problem To check try booting the system from a floppy disk If the system boots normally from the floppy this will verify a hard drive problem Mechanical Hard Drive Failure Mechanical parts wear out A sure sign of an upcoming mechanical hard drive failure is an unusual sound coming from inside the computer when it is being accessed a read or write operation is being done The sound may be a high pitched whining sound or a clanking sound The strange sound coming from the hard drive is mechanical in origin and cannot be repaired Swapping out the bad hard drive is the only solution The only guaranteed method of fully recovering from a hard drive failure is by doing regular backups of the data You can always reinstall a collection of software when replacing a hard drive but the data will be lost unless a recent backup has been made Users should be instructed to back up data regularly but it is even more important when a hard drive makes strange sounds Data should be backed up immediately and a technician should be called to prepare for the crash You should have parts on hand and be prepared to replace the hard drive MBR Failure Recovery Hard drives can also fail because of corrupted files and data The most important area of
4. Pressing the F8 key during the boot process halts the boot process and displays a menu on the screen These choices vary somewhat depending on the operating system you are using A typical Windows 98 operating system lists the following options Normal Logged Safe Mode Safe Mode with Network Support Step by Step Confirmation Command Prompt Only Safe Mode Command Prompt Only Previous Version of MS DOS Normal means that you start the PC as you normally would The second choice Logged means that a log of boot activities will be recorded in a file called bootlog txt stored in the root directory of drive C The log contains information about which files loaded correctly Safe Mode will start automatically if Windows detects a system startup failure In safe mode Windows uses a basic configuration Safe mode bypasses startup files such as config sys autoexec bat the registry high memory and parts of the system ini You will likely use this very handy option on a frequent basis In this option only the essentials are used to start the system giving you a chance to diagnose the computer Safe mode disables Windows device drivers and starts the display in standard VGA mode When in safe mode each corner of the monitor screen displays the words Safe Mode You can force a Windows 98 or Me system to start in safe mode by holding down the left Ctrl key while booting Step by Step Confirmation operates as implied It allows
5. are installing for the first time The following table compares the boot sequences of the various Windows operating systems Notice that they are all similar in that they begin with the POST Chapter 15 PC Troubleshooting 667 Windows 95 98 Windows 2000 and XP Windows Vista and Me POST POST POST io sys Initial startup phase Initial startup phase msdos sys Boot loader phase Windows Boot Manager phase config sys Detect and configure hardware phase command com Kernel loading phase Kernel loading phase autoexec bat Logon phase Logon phase Power On Self Test POST When a computer has power first applied to the motherboard by pressing the on power switch the BIOS or EFI will start the boot process by performing a quick check of hardware components and verifying that all hardware devices listed in the BIOS configuration database are present and appear to be in working order The BIOS configuration settings are typically automatically detected or manually modified when the computer is first assembled and started the very first time The BIOS typically has a default configuration that will usually start most computers without a problem but not always Some BIOS configurations require technician modification The hard disk drive is automatically detected and configured by the BIOS and typically does not need to be modified by the technician All configuration data is then stored in the CMOS memory The BIOS is independent f
6. display Many computer systems display the results of the POST as it occurs You will see the RAM check verified on the screen as well as the hard disk drive identified and other devices present Soon after the POST turns over loading the 640 Computer Service and Repair Microsoft Dynamic Link Library DLL an executable file that can be called and run by Microsoft software applications or by third party software programs operating system to the boot strap program you will see a progress bar appear on the screen When you see the progress bar you know that the second stage has begun and the operating system has successfully loaded the system kernel The operating system then initializes the hardware devices Failure during the second stage is usually the result of a corrupt required operating system file such as ntldr or failure to properly detect and initialize a piece of hardware such as the sound card It can also be the failure of a required hardware driver file The fastest way to repair a system failure that occurs during the loading and initialization of the operating system is by reinstalling required system files Simply insert the installation CD DVD and then reboot the computer When the installation CD DVD boots follow the screen prompts For more information on problems caused by hard drive failure that can occur during the second stage see the Hard Drive Failures section Detailed troubleshooting methods for this stage
7. Comnections The pini spooler could not open the regeiry key This can occur the regertry key m corrupt os missing or ff the geelry niganik bet are fides dela le Legged LLL 2007 HIZAL AM Task Category Nome Kepwrordc Classic Computer ncbnrt wan can be accessed through the Event Log Online Help option To find more about the extensive capabilities of the Windows Vista Event Viewer use Windows Vista Help and Support Log files are created as ASCII text files They are used to record events that take place or to collect information about hardware and software systems There can be many different log files on a computer system not just the ones discussed in this section These logs are created because many software and hardware manufacturers write their own log file collection programs to assist them and you in determining problems that may have occurred during the installation of their hardware or software package The log files can also be used to relay information to technical support personnel by e mail or telephone Sometimes these files can also be accessed remotely by technical support personnel Chapter 15 PC Troubleshooting 663 Remote Assistance Remote Assistance was introduced with Windows XP It allows a user to invite another user to access their computer and assist them in repair The user needing help sends an e mail invitation to another person such as a technical support person Technical support can then
8. Console into a much more sophisticated utility called the Windows Recovery Environment It is discussed in the following section Windows Recovery Environment The Windows Recovery Environment WinRE is a vast improvement over earlier startup repair utilities developed by Microsoft for their operating systems It is launched by booting to the Windows Vista installation DVD A dialog box will prompt you to select the keyboard layout and regional preferences such as language The next screen presents an option to perform a system repair and looks similar to that in Figure 15 9 Figure 15 7 Several restore points may be available in a single day These include scheduled restore points created by the computer and restore points created by the user 652 Computer Service and Repair Figure 15 8 Text based commands available in Recovery Console Command Description attrib bootcfg cd or chdir Clears or sets file attributes Used to recover multiboot system failures and to reconfigure the boot ini file chkdsk copy Changes directories or folder location Checks for and may repair bad disk sectors and checks the surface of the disk Copies a file del or delete dir Deletes a file Displays the contents of a directory disable Disables a service or driver diskpart enable Manages the partitions on a disk Enables a service or file exit expand Closes the Recovery C
9. Memory Diagnostic ESC Cancel ENTER Choose TAB Menu system is installed on a computer However the Boot Manager still runs even if it does not appear on the display The default for the boot manager is 30 seconds but the delay is reduced to approximately 2 seconds when only one operating system is present It is during this two second interval that the F8 key can be pressed to interrupt the boot process causing the Advance Boot Options menu to appear The Advanced Boot Options menu is similar to the one in Figure 15 5 If you do not press F8 within the two seconds after completion of the POST the operating system will quickly load the Windows Boot Loader winload exe the Kernel ntoskrnl exe and the Session Manager smss exe which results in the familiar Windows graphical user interface The Advanced Boot Options menu cannot be accessed once the computer reaches this point You must restart the computer to access the Advanced Boot Options menu with the F8 key You may start pressing the F8 key before POST is finished This will usually automatically start the Advanced Boot Options menu The Boot Manager then passes control to the Boot Loader Boot Loader phase In this phase the Windows Boot Loader winload exe first loads the kernel ntoskrnl exe into RAM but does not execute it yet Next the hardware abstract layer file hal dll is loaded into RAM as well as the system registry hive Certain key services are star
10. PC with the Windows Vista operating system installed You may substitute a Windows XP system for this lab activity Procedure 1 Boot the computer and wait for the desktop to be displayed This step is to ensure your system is working properly 2 Restart the PC and press F8 during the boot sequence to access the Advanced Boot Options menu At times it is very difficult to catch the exact moment when POST ends and the loading of the operating system begins You can try tapping the F8 key repeatedly after the computer starts and continue until the Advanced Boot Options menu appears on the screen If you cannot access the Advanced Boot Options menu call your instructor for assistance a After the Advanced Boot Options menu appears select the Safe Mode option 4 When the computer starts in safe mode the words Safe Mode will appear in all four corners of the display The desktop background will be black Also the screen resolution is reduced 5 On a separate sheet of paper make a list of all Advanced Boot Options menu options omputer Service and Repair 6 ___ Copy the following list of items on a separate sheet of paper and indicate if each can be accessed during safe mode operation Indicate each item with a yes or no Backup and Restore ____ Windows Remote Assistance _____ Command Prompt System Tools _____ System Restore _____ Access the Internet ______ Event Viewer _____ Task Manager Con
11. Sent Hot Reported Hot Reported Hot Reported Report Sent Figure 15 23 shows the remote connection options listed in the System Properties dialog box under the Remote tab Both Remote Assistance and Remote Desktop are available in Windows XP Professional and Windows Vista but only Remote Assistance is available in Windows XP Home Edition Windows Vista Problem Reports and Solutions The Windows Vista Problem Reports and Solutions utility Figure 15 24 identifies problems as they occur on the system and can be used to automatically find solutions Problems are automatically reported to Microsoft via the Internet If a solution is known it is sent to the computer and is posted in a window as a solution A complete history of all problems and solutions can be archived for future use and diagnostics This is a great improvement over previous versions of error reporting utilities The path to this utility is Start Maintenance Problem Reports and Solutions Figure 15 23 Salem Properties Two remote access General Computer Hame Hardee Advanced r ram r Spier Flesiote Bioran gitet Fiemote P OS a 2 are f available in Windows i Select the riya Gal the corgaie can ba ied from aeih K bestion XP Professional Haemete Aitiiinog Remote Assistance C Aie Plemote Ausitanne inetahone be ba send hon ii computer and Remote Desktop Lean mie Shoal Hamete Aspens The Windows XP Home addition only includes Remote Assistance Asrga Cheah
12. Start Windows Normally Description Start Windows with only the core drivers and services Use when you cannot boot after installing a new device or driver ENTER Choose ESC Cancel 650 Computer Service and Repair Figure 15 6 System Restore gives the option to restore the computer s system settings and performance to a previous point in time or to create a restore point System Restore Welcome to System Restore Tou can ue System Resbore to undo harmhul changes to your computer snd resbore its settings and perfonnance Tribe Regione peuri four age bo an earba tires Cosled oregbore poii pihai cain pou bo ise recent work gach at cored documents etal or history and Faworibes lists To begin select the task that you want bo perime G estore my commuter boan taber bere w Create a restore paii Bary changes that System Meshore mahis fo your computer are complebely rerperdible Tour computer subomebosly crestes mesbore paints called sytem checkpomts but you can ako use System Reston bo creahe you oven restore ponds This i pahal Ff you ane Sha to mabe a maior change to pour fies gach ob Fakai anew progam or dhang pour regeiry To continue select am option and thean click Mest or installing software If something is done to the system that results in improper operation the System Restore feature can be used to return the system to its previous state This is done by selecting Restore my computer to
13. Windows Vista Home basic and Home Premium does include a feature for backing up personal files Microsoft System Configuration Utility With the Microsoft System Configuration Utility msconfig exe also referred to as Msconfig you can perform a diagnostic startup or select specific services and applications not to load Using the process of elimination you can determine which service or application is causing the problem The System Configuration Utility is used to eliminate items that can cause a problem during the startup of the computer system and after the user logon This is one of the most common and useful troubleshooting utilities provided by Microsoft as part of the operating system Figure 15 12 shows the latest version of the System Configuration Utility used in Windows Vista When used in troubleshooting startup problems you can select the Diagnostic startup option which loads only the basic devices and services necessary to start the operating system You can also select the Selective startup option which provides a more selective diagnostic startup It allows you to choose between system services and startup items For a very detailed selection of which services and applications to allow to load and run on the system additional tabs are provided such as Boot Services and Startup This utility is slightly different depending on the exact operating system and the features associated with that particular operating system For e
14. an earlier time from the opening screen System Restore displays a calendar of restore points from which the user can choose Figure 15 7 Microsoft Windows XP and Vista make an automatic backup of all registry files when you create a system restore point You can create a system restore point by following the path Start All Programs lAccessories System Tools System Restore The path is the same for Windows XP and Windows Vista Recovery Console The Recovery Console is a last resort recovery utility available in Windows 2000 and XP Recovery Console is also referred to as command console and repair console The Recovery Console is used when the problem is so severe you cannot access the safe mode startup option Recovery Console is not a GUI utility It is a text based command line utility Commands are issued at the Recovery Console command line prompt The commands are very similar to the old style DOS commands issued at the DOS prompt Many of the commands you are probably already familiar with but there are some new ones Look at the chart in Figure 15 8 The chart is a partial listing of the many commands available in Recovery Console Chapter 15 PC Troubleshooting 651 kai ayshan Mos tore Select a Restore Point The Folkmar calendar depis in baid al of the dates thet hyrre neshore pirts available The lect desolayes the pestone pia that ane avedlathe foe thet salaried date Pomhite byes of restone parks
15. are priben checkpowhs ichedwled nevions pants omated by your agaa manual nesbore ports restore paris created by you ard mertalistion neshore paris subomeie reshore ports edted when iatan prog ams are neted L Dn tht cabendlar check aliaki iabe 7 Dr his Ert click a reeiare poimi Friday October 31 2003 katai P phata mew emba EVADA Uya dirar eal Recovery Console looks very much like the Windows command interpreter but it is not the same Recovery Console is not installed by default Unless the computer system has been previously configured to run Recovery Console from the hard disk drive you must use the installation CD to start the Recovery Console To do this insert the installation CD into a bootable CD ROM drive You may need to configure the BIOS settings to allow the CD ROM drive to be the first device in the boot sequence When the PC boots to the installation program select R to repair the system and C to enter Recovery Console Selecting R will command the Recovery Console to perform an automatic recovery of the system similar to the Last known good configuration option Choosing C displays the Recovery Console command prompt You can issue commands from the command prompt or copy a missing file from a floppy disk to the operating system directory The Recovery Console is a last resort utility and should only be used by technicians with advanced troubleshooting experience Windows Vista has redesigned the Recovery
16. as bad Figure 15 29 shows a disk being accessed by Norton Disk Editor It can examine the disk and display the sectors in your choice of ASCII binary or hexadecimal code Sections can then be copied to another disk Mechanical and electronic repairs should be left to the specialist Many businesses specialize in this type of data recovery An electronic circuit board controller mounted on the drive could fail It can be replaced but it takes a skilled electronics technician The circuit conductors are very fragile and easily broken Also disk drive platters can be removed and installed on other drives However it takes special tools training and a clean room which is not just a room that is clean A clean room is a room where dust and foreign particles have been completely eliminated Chapter15 PC Troubleshooting 675 af 7h THR 7I 35 b DE FO OF ga Of 80 pn O OF mi 80 Fa 33 J CS J7 1E 4 7 C7 OF fe Fe 0 OO F 37 Fe 3 00 73 1 TF 3 Ea ie co 2 Je TE ii Ie Oe 3 16 FE i al 14 i 38 1 J EJ C 78 53 78 TI ae dye 73 Fiii 7a Lem rt Hae disk T2 DD SZ 5 0 6 ae Fi rr r HArplare T T b i P Lf aad sirike any BE F 4 3 7 E whee ready zi 4 rh 2 BC Igi itk Beet fail LF ure lS 0E4R 18 CO HIRES COM fia on D7 opolo eeot 3E da0eg e Ce des pi 1 j jiri Preparation for Installing or Upgrading an Operating System Before installing a new operating system several appropriat
17. components Two Microsoft Web sites provide extensive information that will be very valuable when troubleshooting computers The first site http support microsoft com is designed for the average computer user and the second Web site http technet microsoft com is designed for advanced technicians or IT professionals Save both links in your Internet Browser because you will most likely be using them often to assist you with computer problems Summary Y Try the simple things first when troubleshooting Yy Write down changes made as you progress through the troubleshooting stages Y A failure during the POST is hardware related Y The PC Doctor POST card can be used to detect and analyze system failures during the POST Y A failure during the loading of the required operating system files and hardware initialization is usually a sign that there is a corrupt system operating file or hardware driver file Y A failure after logon is usually a software application or service problem VY Hard drives have a high failure rate because mechanical systems have a higher failure rate than electronic systems Y You can start the Windows operating system in several different modes accessed by pressing F8 when the Windows logo appears VY Safe mode loads the minimum generic drivers and bypasses autoexec bat and config sys if they exist Y The System Configuration Utility msconfig exe allows users to modify the system configuration
18. for More Information http bioscentral com http support dell com support edocs systems dim2300C advanced htm http support microsoft com www ami com www bioscentral com postcodes awardbios htm www computerhope com beep htm www configsafe com www pc doctor com www phoenix com www sysinternals com www winternals com Chapter 15 Laboratory Activity Chapter 15 Laboratory Activity Advanced Boot Options After completing this laboratory activity you will be able to Access the Advanced Boot Options menu Explain the purpose of each Advanced Boot Options menu option Explain the purpose of the ntbtlog txt file VSN 8 Explain why the Advanced Boot Options menu may not be available to a technician Introduction One of the most important steps in troubleshooting a PC system is accessing the Windows Advanced Boot Options menu This menu is accessible only after a successful POST has been completed If you cannot access the Advanced Boot Options menu you most likely have a hardware problem and the computer did not successfully complete POST Another reason you will not be able to access the Advanced Boot Options menu is because required system startup files are corrupted If system files are corrupted you will need to reinstall the system files The most common option in the Advanced Boot Options menu is Safe mode This option allows the computer to finish the complete boot sequence but with a minimal
19. more Microsoft Vista now includes the Memory Diagnostics Tool which diagnoses memory chip problems If the Memory Diagnostics Tool detects a problem with a section of RAM it automatically restricts the use of the RAM cell locations to avoid using the defective memory section This allows the computer to be used until the RAM is replaced To start the Memory Diagnostics Tool go to Start All Programs Administrative Tools Right click Memory Diagnostics Tool and select Run as administrator from the shortcut menu You will be prompted that Windows needs your permission to continue Click Continue to grant permission Chapter 15 PC Troubleshooting 665 File ation Mew Help e 200M a ie Compii anacpement floral z i a hem Toole Pokal and Petorsunce m Tack heduler Cru yon D Event Verwer E Shared Felten E Local Uien and Grii if Rebabdity and Pestormance di Deme Manage lS Steeage a Ont Minigimeni EJ Seimei Mare Hct cerns b fh ferent ad Appbe ston j Diik EL OLE Hagen Artie Time r i Metwork BS tne BO hetero Ubin is Memary Oo Hare Faunin E Me Wied Fieital Mlamecey teem Mora a Benounce igw Help Create a Dala Cofedor bet ond Daga Petormance bisrebe ior hylin Arini wei Pert orm Bata Cefiecioen Hirig Doardult and Manage Dati You can also start the Memory Diagnostics Tool from the command line
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21. software or allocation software has been loaded The post may fail to complete if a damaged hardware device fails POST or fails its own diagnostic routine For example a telephone modem that has been damaged during a thunderstorm may cause the computer to lock up during the POST or immediately after If you just built the computer system and it fails to successfully boot the first time during POST chances are you have improperly installed the RAM CPU or CPU cooling device A high speed CPU that has an improperly installed cooling fan and heat sink may generate excessive heat in a few seconds causing the computer to freeze while performing the POST Improperly seated RAM may also cause the computer to fail during POST When memory is improperly seated a beep code typically will be issued indicating a problem with RAM Go back and reinstall these devices and remove all unnecessary devices such as adapter cards that are not required for system operation and reboot the system If the problem still persists you can either substitute parts to determine which hardware device is causing the failure during POST or use a third party utility that uses a POST card to diagnose the POST problem A very popular third party utility suite used by repair centers is PC Doctor Service Center 6 The complete PC Doctor Service 6 kit is shown in Figure 15 1 The kit includes all the software and hardware you need to perform a thorough testing of all computer hardwa
22. the system files and possible loss of important data Microsoft has an extensive article on registry editing and recovery at the following Web site links Y http support microsoft com kb 256986 Y http support microsoft kb 322756 Y http support microsoft com kb 307545 You should never attempt to repair the registry files directly An error made in the registry files can render the computer system inoperable You may have to completely reinstall the system onto a clean hard drive Simply loading the software over the corrupt registry would do no good The new installation would inherit the previous corrupt settings _oT ch Tip Event Viewer The Event Viewer in Windows 2000 and XP allows you to view the application security and system log files These log files are named AppEvent Evt SecEvent Evt and AppEvent Evt and are only viewable through the Event Viewer program Each log can be viewed in chronological order or by categories such as event and user Since the Event Viewer log files retain a history of events that have occurred on the PC it can be a very valuable troubleshooting tool For example users typically will not want to reveal information about installed software such as games especially if gaming software is against company policy A technician can quickly view a list of software changes and obtain objective data that can be used to identify possible causes of system problems Further enhancements were develo
23. top Alley une fo conmect semohely ho then computer FulFomouter Poem WinPinobebook Leari tagia abt Haroto Cheah oi z Microcott Setup Topi Mecresedt Setup Togi Program compatibakty problem BLS 2007 7 39 AM Report Sent a Sharedficoes ShmedAccess Service Hang Report SLL 2007 2 50 PRA Report Sent NT Miraton Visual Basar 2008 Expeess Edits MINADO 9 38 MA Report Sent a Wires Lint Creel ane 3 Wado Love Orel are Genend error from Wank LL 14 2007 1 10 FM Report Sent Windows Vista Reliability and Performance Windows Vista Reliability and Performance utility is a new addition to the Microsoft Computer Management console Figure 15 25 shows the Reliability and Performance option in the left hand pane and the program in the center pane Notice that the Reliability and Performance utility displays the current condition of the CPU disk drive s network adapter and memory The options for this utility are extensive and too much to cover in a short section To learn more about the Reliability and Performance utility use Windows Vista Help and Support Windows Vista Memory Diagnostics Tool Memory problems can be difficult to identify because they can occur intermittently For example if a computer slowly overheats after an extended period of time RAM could stop working or cause software program errors Often a technician may do a complete reinstallation of the operating system only to have a random error occur once
24. will not always be cables that were not reconnected Sometimes when a cable is pulled loose the user will inadvertently replace the cable incorrectly The cable may be off one pin or a pin may be damaged Data cables can also be pinched when systems are reassembled Another major problem occurs when mixing different generation technologies together inside the same PC When a PC has been upgraded several times problems do arise An older BIOS chip may not be able to recognize certain new memory module or see the vast new hard drive that has been installed Check the system resources for conflicts Use the System Properties dialog box or the Microsoft System Information utility Dust Accumulation The accumulation of dust inside a PC is typical The type of environment in which the PC operates as well as its age determines how much dust has accumulated Large amounts of dust can cause heating problems by blocking air filters and by collecting on processor heat sink fins and fan components preventing the proper dissipation of heat The dust acts like an insulator and holds the heat to the CPU rather than allowing the cooling fins to dissipate it The dust can clog air filters and render a fan inoperable Remove dust carefully using a can of compressed air or a special vacuum cleaner designed for PC cleaning Standard vacuum cleaners can generate a tremendous amount of static electricity which is very dangerous to computer chips Use only vacuu
25. you the option to carry out or reject boot process files displayed on the screen on a step by step basis This allows you to disable specific drivers called for in each line in the autoexec bat and config sys By disabling each line one at a time you can determine which files and drivers are corrupt Command Prompt Only allows the computer to boot to the command line interface not to the Windows graphical user interface The command interpreter is loaded A command prompt appears on the screen and you are free to issue commands from the prompt such as scandisk dir and copy You can start Windows from the command line simply by typing win and then pressing Enter URRAS Chapter 15 PC Troubleshooting 649 Safe Mode Command Prompt Only starts the computer with only the essential drivers as if in safe mode It does not load the graphical user interface The command interpreter is loaded and the command prompt appears allowing commands to be issued Depending on the version of Windows you are using not all options will be available For example the Last known good configuration option is available from safe mode of Windows 2000 XP and Vista but not in Windows 98 or Me Last known good configuration when selected uses the last set of registry data before the system failed This selection assumes that a change occurred in the configuration of the computer system which resulted in the system failure Windows Vista uses the F
26. 8 function key to launch the Advance Boot Options menu This menu is slightly different in appearance when compared to the menu of previous versions Figure 15 5 shows the Advanced Boot Options menu System Restore System Restore can be used to restore a system to a previous working state System Restore first became available in Windows Me Restore points which are backups of system settings and configurations make it possible for a computer to revert to an earlier time when the computer system was working properly Look at Figure 15 6 When System Restore first opens it provides two options Create a restore point and Restore my computer to an earlier time Although System Restore automatically creates restore points daily and before a software program is installed the Create a restore point option allows the user to make a backup of the existing system Creating a restore point manually should always be performed before changing configurations adding hardware Figure 15 5 Windows Vista Advanced Boot Options menu Advanced Boot Options Choose Advanced Options for Microsoft Windows Use the arrow keys to highlight your choice Safe Mode Safe Mode with Networking Safe Mode with Command Prompt Enable Boot Logging Enable low resolution video 640 x 480 Last Known Good Configuration Directory Services Restore Mode Debugging Mode Disable automatic restart on system failure Disable Driver Signature Enforcement
27. Accessories System Tools System Restore Right click My Computer select Properties from the shortcut menu and then select the System Restore tab Start All Programs Accessibility System Restore What command can be run to view and manually edit the system registry in Windows XP a msconfig b sysconfig c boot ini d regedt32 What command can be issued to view the Windows XP System Configuration Utility a sfc b sysconfig c msconfig d regedit What would be used to diagnose a problem that occurs during the POST phase of the system boot operation a A POST card b A multimeter c Windows System Configuration Utility d A DOS disk Suggested Laboratory Activities Do not attempt any suggested laboratory activities without your instructor s permission Certain activities can render the PC operating system inoperable 1 2 Launch msinfo32 exe from Start Run in Windows XP or Start Search in Windows Vista View all the information related to the system Launch msconfig exe from the Start Run in Windows XP or Start Search in Windows Vista Look at all the options available that can be used to diagnose a system problem Try stopping the loading of a specific software application and observe the results Access the boot options menu in both Windows XP and Windows Vista Press the F8 key during the boot to access the menu and then select Safe mode option to observe the effect on the operatin
28. This sample chapter is for review purposes only Copyright The Goodheart Willcox Co Inc All rights reserved After studying this chapter you will be able to State commonly practiced troubleshooting steps Identify the three stages of computer operation Recognize common startup problems and understand their causes Restart a PC in a variety of troubleshooting modes Identify the appropriate diagnostics utility to use given a specific problem Step through a PC s boot sequence YS N58 NN Explain basic data recovery methods A Exam Key Points The A Certification exams place a great deal of weight on knowing the basics of troubleshooting You need to become familiar with the tools their limitations and their purpose The best way to become familiar with troubleshooting tools is by using them Study the menu options such as Safe Mode and how to access them It is very important to study the setup readme txt files that come with each version of Windows installation CDs They contain a lot of information that is used on the A Certification exams and that is usually not found in textbook material Key Words and Terms The following words and terms will become important pieces of your computer vocabulary Be sure you can define them blue screen error kernel mode clean room Microsoft Dynamic Link Library DLL differential backup startup problem incremental backup user mode Troubleshooting a PC requires a
29. To do this right click Command Prompt in the Start menu Select Run as administrator from the shortcut menu You will be prompted that Windows needs your permission to continue Click Continue Enter mdsched at the command prompt Figure 15 26 shows the Windows Memory Diagnostics Tool dialog box Notice that the test can be performed immediately or scheduled to run the next time the computer is started The Windows Memory Diagnostics Tool in progress looks similar to that in Figure 15 27 Notice that the status of the memory diagnostics appears on the screen in text mode not graphic mode The progress of the tests is presented as a bar graph and as a numerical percentage Any problems identified are also presented on the screen m Check your computer for memory problems Birney problems can cause yout compater to lose mfoomation or stop working How doss Windows diggar memory preblens Restart now and check for problems recommenced Saee your work and clove any open peogramns before rearing Check for problems the next time start my computer Figure 15 25 Windows Vista Reliability and Performance utility Figure 15 26 The Windows Memory Diagnostics Tool is a new utility introduced with Windows Vista 666 Computer Service and Repair Figure 15 27 A recreation of the Windows Memory Diagnostics Tool in progress Windows Memory Diagnostics Tool Windows is checking for memory problems This might take se
30. Tools System Information or by typing msinfo32 at the Run prompt aw Syalem Coriiquratian Li tility Ble yew Heo General Config ays Ainete bat System ini Wind Statup 7 Serhan peleobion 7 pore stetup load all device driven and tolhw ia C Dispos setup iiercievety ined dnioe drema and solma X Hinom Spobem Information Bie Edt View Toot Hel Bl aj ej Sytem lamaan H Hidep Ringim Comporeenits E Bois Errewonment E ippa Mieropol erais Fa d 10 IIA Can naia uerg AGAMN TO 400 Da AS uP T S Dn EDITAT a hsc IHH Copia Genurelnte Perdar ll Proeecice TEEME Fuse BES piile hoii hag Windows managed psp file on drea C 10162 hes Available space on dree C PIEN of 12H FATH Awelable spore on dive T 407 IME of GSP SME TFS For Help press F1 Cunen System bviomstion Chapter 15 PC Troubleshooting 657 Note that Windows NT does not respond to msinfo32exe Windows NT is an older operating system and used a set of three emergency recovery disks when problems occurred J pn uoT th Tip Hardware devices system resources software and Internet program settings can be displayed from this location You can readily determine conflicts in system resources as well as most startup problems There is also an online help program This can assist you when you need to know more about your diagnostics utilities There are several troubleshootin
31. are covered in the Recovering from a System Startup Failure section Third Stage System logon is the end of the second stage Keep in mind that not all operating systems require a logon The third stage is when the desktop first appears During the third stage startup programs services and applications are loaded The most common problems that can occur during this time are usually due to corrupt or incompatible drivers and files File corruption Files can become corrupt in various ways such as by virus attacks and hardware failures For example an intermittent RAM failure can corrupt files also if the file contents is being transferred or copied during the time of RAM failure Files are also corrupted by being stored in an area of the hard drive that has a bad sector All data saved to the bad sector is lost thus corrupting the contents of the complete file Overwritten DLL file Certain files such as DLL can cause a system failure when inappropriately applied in a software program or when they become corrupt A Microsoft Dynamic Link Library DLL file is an executable file that can be called and run by Microsoft software applications or by third party software programs Rather than write code from scratch each time a new software application is written a programmer can simply call a DLL from within the program they have written and run the function they need automatically One DLL can be used by more than one software program at the sa
32. ars in Windows 98 and Me Text box areas are provided for you to report information about the error Figure 15 19 shows the Error Reporting dialog box available in Windows XP In Windows XP you can choose to report errors generated by the Windows operating system or by other programs installed on the computer Some programs may generate an error report each time they are launched or closed If you find the automatic generation of an error report annoying there is an option to disable it The Error Reporting utility can be accessed through the System Properties dialog box in Windows XP Figure 15 20 The complete path to the Error Reporting utility is Start Settings Control Panel System Advanced Error Reporting 660 Computer Service and Repair Figure 15 18 Windows Report Tool as it appears in Windows Me Pay particular attention to the text box areas that allow user input describing the problem Figure 15 19 An example of the Error Reporting dialog box in Windows XP Figure 15 20 Look at the Error Reporting button in the lower right area of the System Properties dialog box This is used to access the Error Reporting dialog box in Windows XP Windows Hepenit Tow Fie Qptons Hep To report a problem pive the lolloweng information and ihan click Hed Packi T al Syitem ties val be crdectod by the Wince Report ged te he hechnetagms B dgio thy gaol Chanos System File Setections Err
33. ch you can use commard line utilities to repair the system Some computer manufacturers pre install System Recovery Tools To access System Recovery Tools in a pre installed system you would press F8 during the boot process and then select Repair Your Computer from the Advanced Boot Options menu Automated System Recovery The Automated System Recovery ASR utility is new with Windows XP ASR is designed to replace the Emergency Repair Disk option used in Windows NT and 2000 The ASR utility automatically restores critical files that were backed up by the Backup utility The ASR wizard can be accessed through the menu options of the Backup utility and through many third party troubleshooting utilities Chapter 15 PC Troubleshooting 655 When ASR is used in conjunction with the Backup utility it is possible to restore critical system files and data files The Backup utility is available through Start All Programs Accessories System Tools Backup The Backup utility can also be accessed by running NTbackup from the Run dialog box Windows Vista continues to offer system backups through the Backup and Restore Center However it does not use the acronym ASR when referring to the newest backup and restore system Be aware that there is a difference between the backup features of the Windows Vista editions Windows Vista Home Basic and Windows Vista Home Premium do not provide a feature for performing a complete PC backup image
34. combination of the technician s knowledge intuition and experience There are many diagnostic tools that are included as standard programs for Microsoft software systems There are also many diagnostic tools available from third party vendors that can assist in the troubleshooting process Third party vendor programs range from freeware and T 636 Computer Service and Repair shareware to systems costing several thousands of dollars The more expensive programs include a diagnostic board that plug into the PC s expansion slots Most problems can be diagnosed without expensive system diagnostics The value of expensive diagnostic tools is they can be used to save time and money when trying to identify problems that may be caused by two or more components For example it can be difficult to determine if a problem is caused by a troublesome CPU or a bad motherboard When this situation arises a simple solution is to substitute a known or good CPU for the suspect CPU However this substitution alone can be a very expensive proposition Common Sense Practices Remember when troubleshooting and repairing PCs that time is money When diagnosing PC failures and problems always take the quickest and easiest path first When troubleshooting there are some common sense practices you should follow Y Determine the major area at fault Determine what action occurred just prior to failure or problem Write down settings before
35. d by a virus all partition information will be lost when you use the fdisk mbr Two situations are made worse by this command One situation is when you have a multiple boot system using at least two partitions The fdisk mbr command can make the second partition inaccessible as well It overwrites the partition table 646 Computer Service and Repair Figure 15 4 Examine your hard i deive throagh the 08 22 01 11 47a ADLSF4AE MFD command prompt 64 09 12 01 3 36p MODEMDET TXT If you can see your 12 13 01 43a hpbafd ini files you should be 08 29 01 O7a dialer ini able to repair the 08 29 01 10 06a calllog txt drive and save the 04 23 99 DIRECTCC EXE data 09 27 01 2 37p SFCLOG TXT 09 27 01 08p helpdesk 975 11 14 01 3 26p IE4 Error Log tx LOG 47 12 04 01 46a WINNT32 LOG 11 12 01 9 1lla setup Hele 90 12 04 01 10 46a setupact 10g Mele O 11 12 01 9 1lla setuperr 1log LST 51 11 19 01 11 144 WPXINDEX LST LST 166 11 19 01 11 14a PPDINDEX LST MFD 11 742 11 19 01 14a FONTS MFD WPX 11 065 11 19 01 14a AFTOLLW1 WPX BAK 138 11 20 01 28a WININIT BAK LOG 1 337 12 05 01 32p Parallel cable o 290 file s 122 081 313 bytes 39 dirs 10 158 52 MB free the boot sector and the file allocation table This essentially erases any record of the other partitions The second situation affects some older computer BIOS systems that cannot access large disk drives A third party tool called an overlay program is used to remed
36. d Repair startup problem problem that causes the computer to lock up during the boot process The most appropriate utility for diagnosing a problem after the logon is the System Configuration Utility msconfig exe This and other utilities for diagnosing problems during this stage are covered in the Recovering from a System Startup Failure and the Windows Diagnostic Utilities section Etech Tip A malicious software program virus or worm can attack a computer at any time not just after the system logon For example if the MBR is corrupted by a virus the computer will fail before switching from text mode to graphic mode Typical Startup Problems Startup problems are a tough class of computer error that you are bound to run into A startup problem is a problem that causes the computer to lock up during the boot process These problems occur too early in the PC operation to be solved by system diagnostic tools This section details some of the most common and catastrophic boot problems that you will encounter while starting the PC Each of the following problems is described as a symptom Possible solutions are provided as a guide The list of symptoms is condensed and centers on the problems encountered before the boot process is completed Keep in mind that there are hundreds of possible computer symptoms What follows are a few of the most common system hardware failures during the boot Think about the boot process and the step
37. ded into logical partitions This is an archaic partitioning system which evolved from the DOS file system The maximum number of partitions that can be supported by the Microsoft operating systems is 128 Since the GPT does not have the same limitations of MBR based partitions you can have almost an unlimited number of partitions using GPT EFI does not require a GPT partition and can be used with a partition system based on MBR Also EFI can use a disk system that contains both GPT and MBR partitions Since the rest of the boot sequence is different for each of the three types of operating systems the rest of this section is organized by operating system Each operating system boot sequence discussion continues from the initial startup phase to the last phase for that particular operating system Windows 95 98 and Me In the previous stage the io sys file was loaded into memory and the io sys file loaded the FAT into memory With the FAT in memory the io sys file can locate the msdos sys file The msdos sys file is a text file that contains references to items such as where the Windows files are located and options for displaying the boot menu 670 Computer Service and Repair The io sys file then processes the config sys command com autoexec bat and win com files The Windows startup process only loads the config sys file and then the autoexec bat file if they are required for support of legacy programs With these operating sy
38. display you probably have a bad video adapter card Try reseating the video adapter card If the system will still not display change the video adapter card Symptom 7 The system crashes or reboots for no apparent reason Items to check Check the power supply and cables Make sure they are all tight Check for excessive heat on the CPU and memory chips Make sure all DIMMs are seated properly Try reseating the CPU If all of that hardware checks out you likely have a defective motherboard or there is a problem with the hard drive Swapping hard drives with one you know is working should show you where the problem lies If the hard drive is causing the problem check for a virus or a corrupt operating system Always think about the last thing that occurred on the PC before the problem developed For example did you or your client recently install a new software program The following section looks at hard drive failures in more detail Hard Drive Failures Hard drives fail more often than would be thought Any component that is an electronic and a mechanical combination will fail after a period of time In addition hard drives can fail because of software issues A corrupt MBR can cause hard drives to be unresponsive It is important for you to determine more than just if a hard drive is bad You must also determine why it is bad A bad hard drive or a corrupt MBR will generate a screen message such as one of the following
39. dows Boot Manager bootmgr and Windows Vista Boot Loader winload exe Ntdetect is incorporated into the kernel Windows Vista also uses Boot Configuration Data BCD in place of the boot ini file which is used by previous versions of Windows This section begins with the Boot Manager phase Boot Manager phase The Boot Manager bootmgr is used to select which operating system to load when more than one operating system is present on a computer If more than one operating system is installed on a computer a screen similar to the one in Figure 15 28 will appear The Windows Boot Manager screen does not appear if only one operating kernel mode automatic Windows NT mode of operation that oversees the system resources and processor actions user mode the actual user interface mode for the NT based operation system It is very restrictive and many areas are not accessible by the user or user program 671 672 Computer Service and Repair Figure 15 28 The Windows Boot Manager menu will appear by default if there are multiple operating systems on the computer Windows Boot Manager Choose an operating system to start or press TAB to select a tool Use the arrow keys to highlight your choice then press ENTER Earlier Version of Windows Microsoft Windows Vista gt To specify an advanced option for this choice press F8 Seconds until the highlighted choice will be started automatically 22 Tools Windows
40. during and just before a software application fault It tracks down the program that caused the fault and reports the part of the memory and the program in which it occurred This information can be used when contacting product support Dr Watson does not load automatically To activate Dr Watson click Start Run type drwatson and then click OK The Dr Watson diagnostic program will appear as an icon in the system tray bottom right taskbar area You can then 658 Computer Service and Repair Figure 15 15 The advanced view in Dr Watson can be shown by selecting the View menu and selecting Advanced View Running Dr Watson places an icon in the system tray You can activate the program from there right click the icon to open it You can also access Dr Watson as mentioned earlier through Start Programs Accessories System Tools System Information click on the Tools menu and then choose Dr Watson By accessing View from the menu and selecting Advanced View you can view the drivers startup programs and many more items Figure 15 15 Dr Watson can also write to a log to save errors and the descriptions of faults These descriptions can be used when contacting support Dr Watson cannot diagnose a system hang or lockup condition Starting with Windows Vista Dr Watson has been replaced with Problem Reports and Solutions This utility is discussed later in this section DirectX Diagnostic Tool DirectX is a sof
41. e and Repair Troubleshooting Overview There is no one foolproof method to troubleshooting There are too many variables that can cause a computer to fail but there are recommended procedures that can be used to help you organize your approach to solving a computer problem The causes of failure discussed are not all inclusive and should be interpreted as a guide to solving a computer related problem or complete system failure When troubleshooting computer problems the first thing you must do is isolate the problem You must determine if it is a hardware problem software problem or user generated problem This is easier said than done The best way to go about this is to decide when the problem is occurring In other words at what stage of computer operation is the problem occurring Did the failure or problem happen during the POST during the loading and initialization of the required operating system files or after the logon and running the services and application software This section discusses the common causes of failure related to the three stages of computer operation The first stage is the POST The second stage is loading the required operating system files and initializing the hardware system The third stage is after the logon It comprises loading the startup programs and running applications and services First Stage If the problem occurs during POST it is most likely a hardware failure In this stage no operating system
42. e file and shut down the computer 15 Now restart the computer and select Safe Mode from the Advanced Boot Options menu 16 After the computer enters safe mode type msconfig into the Search box to start the System Configuration Utility After the System Configuration Utility dialog box opens select the Services tab to observe which services were loaded All services should be marked Stopped under the Status column 17 Close the System Configuration Utility and then shut down the computer Chapter 15 Laboratory Act 688 Computer Service and Repair 18 You may spend a few minutes exploring the Advanced Boot Options menu at this time If you are having difficulty opening the Advanced Boot Options menu take some time to practice Disassembly of an older or nonfunctioning hard drive will allow you to see how the mechanical and electronic parts of a hard drive work together Do not attempt to open any hard drive that you intend to use again for data storage Once a hard drive case has 19 Return the workstation to its original condition and then go on to been opened the drive cannot be used answer the review questions Read write Servomotor head Review Questions Answer the following questions on a separate sheet of paper Please do not write in this book 1 Which function key is used to access the Advanced Boot Options menu 2 Which options are available when restarting a computer after turn
43. e last full backup This can require a significant amount of space and time if there is a great number of days between full backups These differences may seem insignificant at first but when you are talking about the large volumes of data that some corporations generate you can be talking about significant periods of time Preventive Maintenance Performing routine maintenance on the PC can help prevent future problems and improve system performance Some of the most common but often overlooked routine maintenance items are listed in this section Many of the items can be scheduled to perform automatically System Backups Backups should be performed as part of routine system maintenance You may not be able to repair a failed computer system but you can at least restore critical data after installing a clean copy of the operating system If the system has been configured to perform automatic backups check if the backups are being performed The automatic backup configuration may have been turned off or has been corrupted You can verify that the backup job has run at the scheduled time and that the backup was successful by checking the backup log Most backup programs keep a backup log which is accessible through the program s main menu You should occasionally verify that the data could be read and restored from the backup tape If you have installed a patch however you should verify that you could still restore data Microsoft has many
44. e practices should be followed for the ideal setup Check for viruses Defrag the drive Read the readme txt file Check the operating system s Web site for latest updates known installation problems hardware compatibility lists patches and updates VSN 8 If you are upgrading an existing system be sure to backup existing system data You are probably tired of hearing back up the system data but it is the only way to rebuild a destroyed system There are two commonly accepted methods of backing up files incremental and differential The difference between the two is determined by the archive bit The archive bit is designed to indicate if a file has been backed up or not This issue is important on large data systems where backups are performed daily to ensure against data loss An incremental backup requires a disk or tape for each daily backup When performing an incremental backup only the changes in data since the last incremental or last full backup are copied A copy of the last full data backup plus each incremental backup in sequence must be used to reconstruct an entire collection of data Figure 15 30 When performing a differential backup all the data changes are copied since the last full backup Only one disk or tape is needed to perform the differential backup because it copies all changes in data since the last full backup was performed To restore the data you need only the last full backup and the last diff
45. ed troubleshooting usually by programmers Sends information to another computer via a serial connection Disable Automatic Restart Will not let the system automatically restart on a on System Failure boot failure Disable Driver Signature Does not require drivers to have a driver Enforcement signature Start Windows Normally Starts Windows normally not with any reduced drivers services or configuration As a computer repair technician your main interest will be the following four boot options Safe Mode Safe Mode with Networking Safe Mode with Command Prompt and Last Known Good Configuration Safe Mode is the most commonly accessed option when troubleshooting a computer using the Advanced Boot Options menu It loads only the bare minimum drivers required to run the system Once the computer is started in safe mode you can access other utilities such as System Restore System Configuration Utility Backup other troubleshooting tools By selecting the Enable Boot Logging option the ntbtlog txt will be created during the system boot The ntbtlog txt file contains a list of all drivers loaded and not loaded during the boot This information can help you determine what driver file the computer is having problems loading The ntbtlog txt file can be read using Notepad or a similar software application The following screen capture shows an example of the ntbtlog txt file contents As you can see all drivers are clearly identified a
46. erential backup Figure 15 29 Data on a hard drive that stops working can often be accessed using special software Here a file is being viewed in Norton s Disk Editor incremental backup operation that backs up select files that have changed since the last backup of files The archive bit is reset differential backup operation that saves files that have changed since the last full backup of all files The archive bit is not reset 676 Computer Service and Repair Figure 15 30 The incremental method requires the complete set of disks plus the last full backup to restore the system data The differential method requires only the last differential backup made plus the last full backup to restore the system Monday Tuesday Wednesday Thursday Friday Last Full Data An incremental backup uses a series of backup media one for each incremental backup made Monday Tuesday Wednesday Thursday Friday PAF ie Last Full Backup i Data Recovered A differential backup uses the same media for performing each backup The reason for selecting an incremental or differential backup is based on the amount of time and disk space required for each type of backup Since the incremental backup only copies changes from the last incremental backup there is less data to copy This results in a shorter time period required to perform the backup A differential backup copies all data changes since th
47. ess will start If there is only one default user and the computer is not connected to a network with a server the user will be able to access and run all services for the computer If a user has a limited account they will only be able to run services allocated by the system administrator Startup programs are loaded and run at this point Any problems such as the computer freezing up or a very long delayed appearance of the user desktop are associated with the startup files and services If a computer user installs many programs over a period of time the appearance of the desktop after completing logon will take more time After a successful logon the boot process is considered a success The registry is updated and will become the registry reference for the Last known good configuration A failure of the system after logon is usually a sign of a failed service or a software startup application One of the best utilities for analyzing failures after logon is the System Configuration Utility msconfig exe You can select and isolate services and software applications that might be causing the problem 674 Computer Service and Repair clean room a room where dust and foreign particles have been completely eliminated Linux Boot Sequence Some common versions of Linux are SUSE Xandros Red Hat Caldera and Debian All have graphical user interfaces available and appear similar to the Windows screen display Linux is similar
48. estions Answer the following questions on a separate sheet of paper Please do not write in this book How do you access safe mode in Windows XP while the system is booting a Press the Del key b Press the F8 key c Press Ctrl Alt Del d Hold down the Windows logo key Which of the following typically causes a failure during the POST a Corrupt operating system boot files b A printer driver c A critical hardware device d A software application Which two files are required to load the Windows XP operating system Select two a ntldr b ntoskrnl exe c autoexec bat d cmd com What is the name of the Windows XP kernel a ntldr b ntoskrnl exe c ntdetect com d service exe What key combination is used to access the Windows XP logon dialog box Ctrl Esc Alt Ctrl Alt Del Ctrl Shift Tab Ctrl Shift Esc 6 Chapter 15 PC Troubleshooting 681 sF Which is the recommended way to back up the system registry files in Windows XP Insert the Windows XP installation CD into the CD drive Reboot the computer and then select Backup registry from the menu The Windows XP registry is backed up each time the operating system is started Open Control Panel and then double click the Registry Backup and Restore icon Create a restore point How do you access the System Restore feature in Windows XP Start All Programs System Restore Start All Programs
49. g system See what files and programs can be accessed and run during safe mode 682 Computer Service and Repair 4 Using a specific workstation designated for experimentation by your instructor try several of the following tests Y Remove the data cable from the hard disk drive and boot the system to observe any error messages Y Perform a complete PC backup using Windows Vista The backup utility is located at Start All Programs Maintenance Backup and Restore Center Y Run regedt32 in Windows XP and Windows Vista and inspect the contents of the registry Do not make any changes to any of the contents VY Open the Problem Reports and Solutions in Windows Vista located at Start All Programs Maintenance Problem Reports and Solutions After opening the utility explore the features available but be careful not to select the Clear solution and problem history option 5 Visit the Microsoft TechNet Web site and look at all the available features for technicians 6 Visit the following Web sites and look at the information about BIOS beep codes Y www ami com Y wwwophoenix com Y http bioscentral com 7 Visit the Dell Advanced Troubleshooting Web page at http support dell com support edocs systems dim2300C advanced htm and look at the information provided to assist with troubleshooting Dell Computers 8 Run the Windows Vista Memory Diagnostics Tool mdsched exe from the command prompt Interesting Web Sites
50. g utilities available through this window The essentials of some of these utilities will be covered in the next section Reinstall the Operating System If you cannot repair the system using the utilities provided you will need to reinstall the operating system This is the very last resort to recovering from a system startup failure When reinstalling the operating system first try to perform a system upgrade This will allow you to retain the data files that reside on the hard drive Performing a new installation rather than a system upgrade wipes out all existing files on the hard drive thus losing all data files Some problems can be intermittent and be a hardware problem related to a loose connection or excessive heat For example heat could slowly build up inside a computer caused by partially blocked airflow path resulting in over heating the memory modules Once the memory module has overheated the system locks up Always be aware of What happened last when troubleshooting a computer aT th Tip Windows Diagnostic Utilities Most Microsoft operating systems carry the same troubleshooting utilities You need to become familiar with these utilities to save time when troubleshooting a system problem Let s see how they might be helpful Dr Watson Dr Watson is a standard Microsoft troubleshooting utility that is used to diagnose software fault problems Dr Watson collects information about the computer system
51. ing off the computer using the power switch Can you access Control Panel while in safe mode Can you run msconfig from the Search box while in safe mode What is contained in the ntbtlog txt file Where is the ntbtlog txt file located Can you run the System Configuration Utility while in safe mode What services are shown running in the System Configuration Utility ot le a during safe mode 9 What words appear in the four corners of the display during safe mode 10 What would cause the Advanced Boot Options menu or safe mode not to be available Disk platters
52. loaded EFI can also load and run applications during the POST without the loading of an operating system For example a diagnostic utility or disaster recovery tool or even a virus check program can be run before the operating system is actually loaded This is an extreme difference when comparing BIOS to EFI based systems BIOS is not governed by any collective organization and there is no one set of standards controlling the design of BIOS code The United EFI UEFI organization has designed the EFI to be totally vender neutral This means no one operating system or no one BIOS manufacturer can control the firmware coding All source code is open and shared so that all software and hardware designers have full access to the EFI coding Expect the transition from BIOS to EFI to be gradual not abrupt EFI motherboards also support traditional BIOS iagclech Tip Chapter 15 PC Troubleshooting 669 Initial Startup Phase In the initial startup phase the POST completes and then looks for the boot device where the master boot record MBR is stored The BIOS configuration determines the order for the computer system to locate the next boot device The boot device could be the floppy drive the hard disk drive the CD or DVD drive or the USB Flash drive The exact order can be changed in the BIOS Setup program and stored in the CMOS memory In general the computer uses the hard disk drive as the boot device Exceptions a
53. lue screen error A blue screen error is a blue screen that appears with an error code and then freezes the system Microsoft also refers to blue screen errors as fatal errors stop errors and stop error blue screen error a blue screen that appears with an messages because the system is not recoverable at the time of the error The system error code and then must be restarted before you can attempt to remedy the problem Some of the most common causes for blue screen errors include the following CNN 8 Corrupt files on the hard drive Third party software containing bad code Bad code in the Windows operating system Defective hardware such as memory chips and video adapter cards System BIOS settings that are beyond the capabilities of the hardware freezes the system Also referred to by Microsoft as fatal errors stop errors and stop error messages The error codes displayed on the blue screen can be quite cryptic You should copy the error code and use it as a reference when searching Microsoft s support Web site B Search Results File Edt ew Fabes Tooke Li if E sch E Molders fk A Polder Sone P Search Aasu Search Congar x There were 11497 files found Did you fined what you wanted E res finshed searching Mo refine thii search ni E Ohonga file nasa or ke peronds Change hathar hidden and e i T Tou may aso wank ba Sort results by tabegery Vie results dillennintly a Sot a
54. m cleaners made specifically for electronic equipment Removing dust from a CRT can be dangerous Do not Warning attempt to open and remove dust from inside a CRT without special training There are dangerous voltage levels inside a CRT case that remain even after the CRT Ey has been disconnected from electrical power Recovering from System Startup Failure Recovering from a system startup failure requires the technician to have advanced skills Many of the utilities described in this section should not be used by the inexperienced user because they can cause additional problems if not used correctly To become an experienced technician you should practice using these utilities in the lab before attempting to use them on a customer s PC You can also download extensive information about each of the utilities from the Microsoft Support Web site 648 Computer Service and Repair Boot Options There are a number of different modes you can boot your computer into other than the normal mode that your PC boots into by default The other modes are used for troubleshooting the computer You can force your computer to boot into these other modes They are useful if your computer has any of the following symptoms System stalls for an unusually long period of time S Printer problems as a last resort only Video display problems Y Y Y Computer shuts down or locks up for no apparent reason Y Intermittent error conditions
55. me time By reusing the same code contained in the DLL a programmer saves time and the computer uses less memory and disk space The term dynamic is used because the file can be loaded run and then unloaded from computer memory when no longer needed One of the major software problems in the past is when a user loads a software application from a disc that contains the necessary DLL files required to run their software application All too often the DLL file on the software disc overwrites the existing DLL already residing on the computer If an older DLL file overwrites a newer DLL file an error can occur when the user starts an application other than the one just loaded A classic example is when a user loads an older version of a software game on a computer that has other games Chapter15 PC Troubleshooting 641 requiring the similar DLL file While the older game runs perfectly one or more of the other games may now run incorrectly or may not run at all DLL files usually have a DLL file extension such as mon dll Sometimes the DLL will have an exe file extension Look at Figure 15 3 to see the results of a search for files with the dll extension There are 11 497 files that have a dll extension on this particular computer As you can see there are thousands of possible DLL files that can be used as part of software application programs and hardware drivers Blue screen error The system may also experience a b
56. ments that make up the user interface The gdi exe is the graphic device interface It is responsible for displaying the screen images used as the interface between the user and the operating system All three files are located in the directory structure under Windows System After these three program files are processed the logon window appears The user logs on and the system processes the user s individual settings The system registry contains two main files called system dat and user dat The system dat file contains information that is specific about the computer The user dat contains information about the user A PC may have multiple users thus there can be multiple user dat files containing information about each specific user Such user information would include but not be limited to desktop layout preferences and specific documents created by the user Windows 2000 and XP Boot Sequence Windows 2000 and Windows XP are designed on the NT operating system kernel not the traditional Windows 95 98 operating system kernel However their outward appearance is remarkably similar As with the other systems covered so far these systems start with the POST load the BIOS program and look for the boot sector as well as the MBR Then Windows 2000 and XP follow the NT system Once the BIOS has loaded the ntldr file into RAM it turns control over to it for the boot loader phase During this phase ntldr loads the program startup files fr
57. n Windows Vista What troubleshooting utility is available in Windows XP that can be used when you cannot access the GUI interface or safe mode 9 How do you start the Windows Recovery Environment in Windows Vista 10 What are the five Windows Recovery Environment options in Windows Vista 11 What is the Windows XP ASR utility 12 What utility can be used to eliminate services and applications while troubleshooting a computer problem 13 What program allows you to directly access the registry files 14 Which four hardware resources are monitored by the Reliability and Performance utility 680 Computer Service and Repair J 15 What boot sequence step is similar to all Windows operating systems 16 How can you change the drive search order from drive C to the DVD drive as the first drive looked at for booting purposes 17 What is used in place of the win ini and system ini files to store system information 18 What does the ntldr file do 19 What is the gdi exe used for in the Windows 2000 and XP operating system 20 What is the name of the Windows 2000 and XP kernel file 21 What is the final step to the boot process in a Windows 2000 and XP installation 22 What are some things you should do before installing a new operating system 23 List seven things to perform during regular system maintenance 24 What is the difference between an incremental backup and a differential backup Sample A Exam Qu
58. ns are in working order The Session Manager is also responsible for loading the page file or virtual memory The page file supplements the amount of RAM installed on the computer Microsoft does not allow third party venders software applications to directly access hardware and certain operating system files But when access is needed by the third party software applications the Session Manager manages the activities If the startup process fails here you will see a Microsoft system blue screen error Recall that a blue screen error is a full screen text message describing the error on a plain blue background There will be a cryptic error code that can be used to conduct a search at the Microsoft Web site to find the most likely cause Microsoft has a very extensive collection of troubleshooting information at their TechNet Web site The last phase of the startup process is called the logon phase Logon phase In this phase the windows logon file winlogon exe is executed and the Windows Logon dialog box appears A user typically enters his or her logon name and password to proceed to the operating system desktop After a successful logon the Isass exe file loads and runs This file is the Local Security Authority LSA Then the service subsystem file services exe loads and runs The exact services loaded and started is determined by the computer s configuration and the user s credentials Only the services the user is allowed to acc
59. number of drivers and services Drivers and services are often the cause of a computer system failing to complete the boot process By loading only a minimal number of drivers and services a failed computer system can be often started and repaired while in safe mode The Advanced Boot Options menu is accessed at startup by pressing the F8 key after POST and before loading the operating system The following table describes each menu option Similar options are available in Windows XP Computer Service and Repair Advanced Boot Option Description Safe Mode Starts the operating system with only the minimal drivers and services required to operate the system Safe Mode with Networking Includes the necessary network adapter drivers and services needed to establish a network connection Safe Mode with Command Starts with the command prompt rather than Prompt the GUI Requires fewer drivers this way Enable Boot Logging Creates a log file called ntbtlog txt which lists all the drivers installed during the startup sequence Enable Low Resolution Video Uses the lowest possible video resolution and 640x480 a low refresh rate for minimal impact of system resources Last Known Good Starts Windows using the last set of successful Configuration advanced registry and configuration settings Directory Services Used for starting a domain controller for Restore Mode directory support Debugging Mode Used for advanc
60. om Sytem Tasks Startup Hisoks Kenal Drivers Uses uiers MS DOS Drivers 16 8 Modules To hep cupport lechracans smakne the poblem descabe what pou were doen when the poblem ooouned Chapter 15 PC Troubleshooting 659 A Dieci Diagnostic Tool aE Figure 15 16 Syatem Deck Fiet X Macks Files Directs Drivers Display Sound Music Input Nemak Moree The DirectX Cs masal De Pe a a A06 030518 WER 2222 00 J checks for problems pope ae with DirectX files aoan i 4 20 1999 222200 This check shows no aE Ag i DENT SO 4 05 tiA LLIA eo problems LEO WERE 2222 00 LWG Fr i KENTIA ff oe BUMS Re bs 222200 1 KIII Se PL aie te ie l ANIR 242200 ADE THE UZVI 24200 IES eT 22au Figure 15 17 j Syctom File Chocks RAE System Fie Checker verles the ngrty of your system fle System File Checker Select an option ard chek Stat l can by used to check 7 can iar alleged the integrity of W a Fle is found to be val original i HEE Pe Vaal react aranpasa aa system files atly you of dodeted Hes O Eirad one ibe bom mitslaton dik Specdiy Be system hie you wenke kka to intone SSS uns A Windows Report Tool The Windows Report Tool is a utility that allows the PC system settings to be copied and sent to technical support for evaluation Of course a modem connection is needed and the system must be bootable Figure 15 18 shows the Windows Report Tool dialog box as it appe
61. om the boot sector Part of Chapter 15 PC Troubleshooting loading the startup files is the detection of the preferred operating system This information is stored in the boot ini file Windows 2000 and XP like NT allow for the existence of more than one operating system They will coexist with Windows 95 Windows 98 Windows NT MS DOS and OS 2 Note that in a BIOS based system the operating system provides a boot manager to select which operating system to boot to after the POST has been completed Often there are compatibility issues when multiple operating systems reside on the same computer and use a boot manager designed by one of the operating system such as Microsoft or Linux The EFI has designed and implemented a boot manager that allows the selection of the operating system to load during the POST period This will hopefully prevent incompatibility issues caused by the operating system designing the boot manager rather than the EFI standard implementing the operating system boot manager Once Windows 2000 or XP is selected as the operating system ntldr calls the ntdetect com file This file detects the hardware in the PC system After the hardware detection is complete the boot process loads the operating system kernel called ntoskrnl exe and the hal dll The hal dll is the hardware abstraction layer The Windows 2000 and XP operating systems do not allow software programs to gain direct access to the system hardware
62. onsole Extracts a compressed file known as a cab file fixboot fixmbr Writes a new boot sector on a partition Repairs the master boot record format help Formats a partition volume or logical drive Displays a list of Recovery Console commands listsve Lists all available services and drivers logon Lists all Windows 2000 and XP systems and lets you log on to one particular system md or mkdir rd or rmdir Creates a directory or folder Removes a directory or folder ren or rename Renames a file Look closely in the lower left hand side of the dialog box and you will see an option to Repair your computer The letter R is underlined which represents the fact that you can simply press the letter R on the keyboard to start the repair process This feature is a standard option in repair scenarios because the mouse might not be working and you may only have use of the keyboard The first dialog box to appear requests you to identify the correct drive or partition to repair Look at the screen capture in Figure 15 10 to see the first dialog box as it appears in a repair scenario The second dialog box to appear prompts you to select the type of repair as shown in Figure 15 11 The five options are as follows Y Startup Repair System Restore Windows Complete PC Restore Windows Memory Diagnostics Tool Y Y Y Y Command Prompt dk Tha Viena Mika icine boll
63. or Reporting Salem Proporibne System Aeshore Automatic Updates Fente General Computer Mime Hija Advanced Tou mudd be legged on acon Adramabator io make mial of these chang Peformance Viewal effects proceso pcheduling meamoy usage snd wrhasl metry User Peohlers Desking painga selated in your lagen Crge Slartup and Aecarsery Syetemn duviup zien Laluna ord delbuggng information Chapter 15 PC Troubleshooting 661 Windows Vista uses the Problem Reports and Solutions feature to serve as the same function as Windows Report Tool It is discussed later in this section Registry Editor You can also manually view and modify registry contents manually by running either regedit exe or regedt32 exe Regedit exe is a 16 bit version of the registry editor and regedt32 exe is the 32 bit version Windows Vista does have a version of both available Windows XP will run either editor but the preferred registry editor to make changes is regedt32 exe Microsoft states that in general you should not edit or modify the contents of the system registry There are times when Microsoft provides step by step instructions as to how to modify the contents of the registry using these utilities to repair a problem Never simply use trial and error methods when working with a registry The contents of the registry are critical An improper modification can disable the computer operating system requiring a complete reinstallation of
64. or a power good signal The power good signal is sent back to the BIOS system to signal that the power supply is on and ready The signal back should be approximately 5 volts Pin 1 is usually the power good pin Pull the connector back just far enough to check for 5 volts 1 volt If the power is very low there may not be sufficient voltage to power up the system The power output does not have to be completely dead to affect startup If the power good signal checks out check the connection from the power supply to the motherboard Reseat this connection Try reseating the CPU Sometimes the CPU is not making a good electrical contact CPUs operate on fairly low voltages A slight oxidation buildup on one of the CPU s pins that is operating at 3 3 volts is sufficient to render the CPU dead Cleaning the oxidation will bring it back If you perform all of the listed operations and the system still fails to activate you probably have a defective motherboard Symptom 3 The system tries to boot There are two or more beeps and then nothing no video The fan is running and there is a power light Items to check Make sure the monitor is plugged in correctly both the data plug and the power cord Check the video card Try reseating the card If those actions do not help try to decode the beep error code If you have the manual that came with the motherboard start there Newer manuals are often CDs as opposed to the traditional pape
65. ped for Event Viewer in Windows Vista Look at Figure 15 21 The Event Viewer is a centralized depository of various logs that were kept separate in early versions of Windows operating systems Event logs relating to system setup and configuration applications security and more can be accessed and grouped into summaries such as Error Warning Information and Audit success You can use the mouse to select specific types of event and expand the list You can then select individual events and look at them in detail as shown in Figure 15 22 Notice that more information about the event 662 Computer Service and Repair Figure 15 21 Windows Vista Event Viewer Figure 15 22 Detailed information about an event is shown in the Event Properties dialog box and is accessed by double clicking the event Actions a Cuo View P Gena Vermeer Lore ue Perec Loge Apphoatens and berace Lo Subse pines Y Crests Cutten View Open Saved Log J fey can ere cent That bare tainen place on your meschane by import Cinto vere cherie int ipgregeurte log mt the tree or tiepe pirt An aggregated yee of all ypa logs 1 shpen beiga Cocect to Another C Summary of Aderanestiatioe Events Fverd Type Event 1D Sout leg Criteal E Eines E Waring E riomas E dit Scene The print spocter failed to reopen an existing printer connection because it could mot read the configuration infermateon from the regetry bry 1 5 1E Printen
66. people get curious and go into the BIOS setup to see what it looks like They also make changes either intentionally or accidentally What makes it worse is they generally deny going into the setup program 644 Computer Service and Repair Symptom 5 The PC powers on but there is no drive activity Items to check Check the system CMOS settings Make sure the drive is identified The drive should be identified in the setup program as far as the number of cylinders heads and sectors In addition while the PC is booting the hard drive manufacturer followed by the hard drive model number will often flash on the screen when the BIOS finds it If the drive is not detected during the boot the screen will flash something similar to No Hard Disk Drive You should also check the connections between the power supply and the hard drive and the motherboard and the hard drive They should be tight If all that checks out boot the system with a boot disk From the command prompt see if you can access the hard drive If you can access the hard drive change your default directory to C Windows When in the Windows directory type win to see if you can start Windows Symptom 6 There is normal boot activity lights and sounds but no video Items to check Check if the monitor is plugged into the computer and that the monitor has power Swap the monitor out for a monitor that is known to be good If the system still fails to generate a
67. problems with Chapter 15 PC Troubleshooting their DLL files A DLL file used in the restore process could develop a problem after a system patch is installed Disk Cleanup Utility The Disk Cleanup Utility can be used to regain hard drive space such as that consumed by temporary files files sitting in the Recycle Bin unused Windows components unneeded installed programs and restore points created by the System Restore utility Some of the temporary files that Disk Cleanup allows you to remove are downloaded program files temporary Internet files and offline files The Disk Cleanup Utility performs the functions of other Windows programs such as Recycle Bin and Add or Remove Programs From this one utility the Recycle Bin can be emptied saving you the extra steps of accessing Recycle Bin and clicking Empty Recycle Bin Windows components and installed programs can be uninstalled rather than accessing Add or Remove Programs The Disk Cleanup Utility can be used to remove all but the most recent restore points created by the System Restore utility System Restore automatically backs up system information This information can be used to restore a computer to a previously operational state Depending on factors such as how much hard drive space is available how much hard drive space is allocated to System Restore and the amount of activity on the hard drive System Restore can save one to three weeks of system information in file
68. r booklet If there is no manual look up the BIOS chip manufacturer on the Internet First copy all information from the BIOS chip or motherboard and then head to the manufacturer s Web site Symptom 4 You see a setup error indicated on the screen Items to check This is probably a CMOS setup problem Access the BIOS setup routine by using the key combination indicated on the screen If no setup routine is given try key combinations you are familiar with Some popular combinations can be found in Figure 3 39 from Chapter 3 Motherboards You can also look up the keystroke combination for accessing the BIOS at the BIOS manufacturer s Web site Normally CMOS settings do not change However sometimes when you install a new hard drive and the drive is automatically detected the settings change Also if the battery used to hold the CMOS data is going bad you could lose the settings The date and time not matching the true date and time is a good indication that your battery is going bad Be sure to write down the existing CMOS settings before you make any changes to them This is extremely important if you are going to try something like the Return to default settings option When that option is selected many settings will change instantly and you will not be able to tell which settings have changed or what they changed from Check the manufacturer s Web site for the correct CMOS settings for your particular model of PC Sometimes
69. rating system Checking for and installing patches on a regular basis will keep the security level high on the computer system Some patches can have adverse effects on your computer system Be sure to back up your system files before installing a patch Computer Service and Repair Virus Protection Updates Virus protection software requires updates on a regular basis Your virus protection can fail to protect your system if it does contain the latest virus definitions Check the company Web site of your virus protection software for the latest virus information and updates Clean the Physical System Routinely check and clean the cooling system on the computer The cooling system includes the power supply fan s and the fans located on critical components such as the CPU chipset memory modules and video cards Also remove dust accumulations from passive heat sinks located in the same areas Dust should be removed using a static free vacuum cleaner Also be sure to remove dust and debris from keyboards mouse and the screen areas Do not use chemicals when cleaning the plastic parts of a computer system or the screen area First attempt to clean the plastic parts with a dry soft lint free cloth Next try a damp cloth and as a last resort you may use a mild cleaning solution Keep water away from electronic components inside the computer and computer vents Avoid the use of any harsh chemicals for cleaning the computer and computer
70. re components PC Doctor is used by Circuit City firedog technicians as well as Staples to perform computer diagnostics in the service department The PC Doctor POST card Figure 15 2 is inserted into any PCI slot and used to diagnose errors during POST caused by hardware failure such as the CPU RAM or the motherboard A POST error code is displayed on the LEDs The technician can then match the code to the diagnostic chart in the user manual Chapter 15 PC Troubleshooting 639 Figure 15 1 The PC Doctor Service Center 6 is a complete kit for diagnosing computer hardware PC Doctor Inc Supports Wiridowe Vaia Figure 15 2 PC Doctor PCI POST card PC Doctor Inc TIFF g e F i Without a POST card a technician would have to substitute the CPU RAM and motherboard with a known good component Part substitution can be very time consuming and expensive The technician runs the risk of damaging a part during the substitution process For more information on problems that can occur during the POST stage see the following chapter sections Typical Startup Problems Hard Drive Failures Additional Mechanical Problems and Boot Sequences Second Stage If the problem occurs during stage two operating system loading and initialization the problem is most likely related to a corrupt operating system file or a driver You can identify when stage two starts by observing the screen
71. re when a floppy is used to startup the computer or when an installation CD or DVD is used to install an operating system or for system recovery After identifying the location of the MBR the BIOS loads the MBR into RAM For Windows 95 98 and Me the BIOS then loads the io sys file into RAM You should recall that the io sys file contains generic drivers necessary for communicating with hardware devices such as the monitor floppy drive hard drive and keyboard This io sys file then loads the file allocation table FAT into RAM The FAT is a table of all the files on the hard drive along with their attributes and locations For Windows 2000 and XP the BIOS loads the ntldr file into RAM and for Windows Vista it loads the Windows Boot Manager bootmgr Keep in mind you cannot use a non bootable CD DVD or floppy to start the computer When a non bootable media is encountered during the boot sequence an error message will appear on the screen Some possible errors include the following Y Non system disk Y Missing Ntloader ntldr Y Hard disk errors In an EFI system a GUID Partition Table GPT is used instead of an MBR to locate partitions on a physical disk s This table overcomes the partition limitations imposed by the MBR Before GPT Microsoft operating system partitioning was based on the limitations of the MBR Partitions could consist of four primary partitions or three primary partitions and one extended partition subdivi
72. repair the system while they chat with the user Remote Assistance should not be confused with Remote Desktop Remote Desktop allows a user to connect directly to their computer from another 664 Computer Service and Repair Figure 15 24 The Problem Reports and Solutions utility G z keeps a listing of Problems Windows has identified all the problems Windows Vista has pia Problem Date Status a l Orr tofia allato identified on the Denver software metalation Installed genenc drver softenne WILD aot PM Report Sent system including ethereal setup 0 8 De 5 location For example a user could connect to their office computer from their home computer The user would have complete control over their office computer just as if they were sitting at its keyboard Remote Assistance is a temporary connection and a person must be present at both locations a description of the problem the date it was identified and whether or not a report was sent to Microsoft ethereal setup 0 99 0 oe ethereal setup 0 99 One ethereal cetp 0 99 Deo ethereal tetup 0 99 0Lewe ethereal cetep 0 99 0 eme amp GWE lect recity Ande lectronectei OVitlecinemyAndilectoruct Meru Program ompebialt y problem LL a Ds AM Report Sent Program Compatibility Program Compatibility Program Compatibility Program compatiblity problem Program Compatbilty LATS ROOF 1129 AM LUZ 448 PM 26 2007 453 PM LUT Salt PM SL A LAF AM Report
73. rom the operating system All systems today use either BIOS or EFI as the first computer software routine to run on the computer Since the POST is independent of the operating system it is safe to assume that you have a hardware problem if the computer fails during the POST or the POST generates an error message or a series of beeps You can research the error message or beep codes at the BIOS or motherboard manufacturer Web site You can also do an Internet search using the contents of the error message as the key terms The following is a partial list of the system hardware checked during the POST CPU system clock CPU registers Keyboard controller Windows Boot Loader phase Video controller RAM Disk controllers Motherboard bus Adapter card ROM pe Se SO On The POST can only display error messages after the video has been tested and verified The system can fail or lock up before the video has been verified and thus give no screen error message a Tech Tip 668 Computer Service and Repair When POST is complete some adapters such as video cards or hard disk drives may carry out their own firmware diagnostics routine that is built into the device This is independent from BIOS diagnostics The Extensible Firmware Interface EFI is a new approach to the BIOS system The original BIOS program was first developed in the late 1970s Before BIOS each computer manufacturer had to have a matching operating sys
74. s called restore points Disk Defragmenter Utility As you recall from Chapter 9 Magnetic Storage Devices files can become fragmented over time by opening closing and deleting them and by changing their contents These activities can result in a file being segmented and stored in various clusters across the hard drive The Disk Defragmenter utility rearranges all files on your hard drive into a continuous series of clusters This results in better disk performance The Disk Defragmenter utility should be run at least once per month depending on the amount of file activity on the system and especially run after using the Disk Cleanup Utility Also be aware that running Disk Defragmenter on a large disk 80 GB or more can take a very long time Schedule to run the Disk Defragmenter when you will not require the use of the computer for an extended period of time ScanDisk and Chkdsk Disk error checking should be performed on a regular basis Windows 98 and Me use the ScanDisk utility and Windows NT 2000 XP and Vista use the Chkdsk utility Both programs inspect the hard disk and correct errors in the file structure such as bad sectors lost clusters cross linked files and directory errors Install Patches Check for the latest software patches for your operating system Patches should be installed on a regular basis especially as a matter of security Many operating system security problems are discovered after the release of an ope
75. s either Loaded driver or as Did not load driver Chapter 15 Laboratory Activit ver netrasa int Wap dispnames WAN H la ort IPvo anerrasa inf aa el ato disprase wan Hiniport PPPOE Gnetrasa inf ap pptp dispnanes wan Miniport PPTP AFD SYS Loaded driver Sys tennont systen2 DRIVERS CdF S sys pid not Toad driver AFD 5 Did not load driver arp ays Did not load driver aro svs Did not load driver AFD SYS Microsoft a winde a version 6 0 Suild 6000 iz 4 O7743730 4 Tenoot systen32 ntkrotpa Exe Sys Demnnor sys Lema ha Sye Demioor sys Lema kdcom dl SR ae ee eect ane anne et a17 Sys Demioor systema cr dll Systemoot systen 2 dr ivers waf01000 s sys kE FATURO AVTORITAR VAr EEL aS Sys temioot systeme2 drivers acpt SYS e Loaded driver Systemioor systemd drivers weILiG STs eeEeEeEeEEeEEEeEee The computer will automatically start up in a modified boot menu called Windows Error Recovery if the computer did not shut down properly for example if you shut the computer down with the power switch rather than use the option from the Start menu There will be only four choices to choose from Safe Mode Safe Mode with Networking Safe mode with Command Prompt Start Windows Normally If no selection is made in approximately 30 seconds the computer will automatically select the Start Windows Normally option Equipment and Materials Y
76. s involved System boot failures involve the power supply CPU hard drive boot device BIOS CMOS system configuration autoexec bat file loading of drivers and the loading of the operating system Now let s look at some of the most common hardware problems and their symptoms during the boot process When reading the list that follows assume that there is one hard drive labeled C and a CD drive labeled D Note that these are recommended procedures not absolute procedures Also viruses can imitate some of the described symptoms Always check for the presence of a virus and protect your disk while doing so Remember always attempt the simplest tests first Then move on to the more complex and labor intensive tests Symptom 1 There is no power light no fan running and no sound of boot operation at all It appears that the PC is completely dead Items to check Before you open the case make sure the PC is plugged in Next check the power from the wall outlet or power strip or both Be sure there is power to the unit If you have power then the likely problem is the computer s power supply Open the case and test the power supply outputs Swapping out power supplies is generally more cost effective than fixing a broken one Symptom 2 The power light LED is on and the fan is running but there is no activity The system appears dead Chapter 15 PC Troubleshooting 643 Items to check Check the power supply f
77. ser as possible This can save valuable time Chapter 15 PC Troubleshooting 637 Proceed Carefully Do not rush when diagnosing problems Operating in a hurry will lead to sloppy work This can create new problems or cause you to overlook something important In contrast do proceed in a methodical yet constant pace Customers will not appreciate a technician who is standing around drinking coffee talking socializing or any other activity that appears to be a nonproductive use of energy Customers are typically paying a premium price for service and are losing the use of their computers while they are inoperable Don t waste their money or next time there is a problem someone else will be called Write Things Down Do not rely on your memory alone while performing troubleshooting Before you change a setting write down the current setting If you are going to delete a file write down the file name You can make the problem much harder to find if you create another problem along the way If a problem is not cleared after changing a setting or deleting a file you should return the system file or setting to the way you found it Do not simply move on and try something else Think Think the problem through Don t try operations out of desperation Desperate technicians will often run the same test twice knowing the results from the first test were valid These are acts of desperation and they occur when a technician is s
78. stems Microsoft started moving away from the use of config sys autoexec bat and the win ini and system ini files The win ini and system ini files were used with earlier versions of Windows and stored hardware and software information These files were replaced with the system registry The system registry is a database that stores information about the hardware and software systems The registry is continually referenced by the operating system and software programs The autoexec bat config sys command com and io sys have been renamed for Windows 98 by changing the file extensions to dos For example io sys in Windows 98 is now called io dos The config sys and autoexec bat files are not required for Windows 95 98 and Me but are still available to maintain downward compatibility with legacy software programs and drivers _otech Tip After autoexec bat loads the win com file loads Win com then loads the Windows kernel krnI386 exe the graphic device interface gdi exe and user exe The krni386 exe is the kernel file or core program of the operating system There is also a krnl286 exe which was used with earlier models of the operating system It manages the processor functions and system resources such as memory DMA channels IRQs and port functions It also loads programs schedules processor events and controls the actions of the CPU The user exe file is designed to allow the user to manipulate the icons windows and ele
79. ted to support various device drivers that are required during the boot process Lastly the kernel ntoskrnl exe is executed and takes over operation of the computer system Kernel loading phase After the kernel ntoskrnl exe is executed the kernel and hardware abstract layer hal dll work together to communicate with software applications drivers and hardware Driver files that do not require user security clearance are typically loaded For example the driver and services required to minimally run the printer is loaded at this time Now the kernel and hardware abstract layer work together to process information stored in the registry which will be required to complete the boot process The kernel creates a new registry key which contains information about Chapter 15 PC Troubleshooting 673 the drivers and devices loaded so far and through the rest of the boot operation This information is used for the Last known good configuration boot option when troubleshooting the system or attempting to recover from a system failure The kernel then loads the Session Manager smss exe Session Manager phase In this phase the boot process switches from text mode to graphic mode A progress bar appears at the bottom of the screen The session manager continues to run in the background until the computer is shut down The Session Manager starts and runs an abbreviated version of Chkdsk and determines if the system volumes and partitio
80. tem designed especially for that computer After the BIOS was developed you could run a variety of operating systems on the same computer The BIOS was responsible for linking the communications between the operating system and the PC hardware EFI was first introduced by Intel but now a large group of computer hardware manufacturers are involved with creating a set of standards of design for EFI The group organization is the United EFI UEFI EFI can be installed to work directly with BIOS or as a replacement for BIOS EFI is required on computers that wish to use a new file system directory structure referred to as GUID In the future EFI is expected to replace BIOS EFI was not supported by the Windows Vista operating system at the time of Windows Vista s original release However the Windows Vista service pack 1 does include support for EFI system Apple MAC OS X first started support of EFI in 2006 EFI is also supported by various Linux systems such as Red Hat and Novell SUSE The Intel Itanium processor is designed to support EFI as well Microsoft Windows Server 2003 was the first Microsoft operating system to support EFI Hewlett Packard HP also supports EFI on their HP UX servers which are Unix based systems iclech Tip Traditional BIOS is limited in size and typically has less than 1 MB of ROM It also uses 16 bit drivers EFI is not limited in size and can load 32 bit and 64 bit drivers before the operating system is
81. the hard disk is the master boot record MBR If the MBR is damaged the hard drive will not support the booting process However you will still be able to boot from a bootable floppy or CD Once you boot from the floppy or CD try to look at the hard drive by entering the dir C command at the command prompt Figure 15 4 If you can view the files on the hard drive then you are in a position to do a repair You probably will be able to remedy the situation As a precaution back up all data immediately You will not be able to back up the files in every situation But if you can see files on the hard drive you should be able to back up important data to some kind of data storage media Generally on an older system you will be forced to do a copy to disk Though on some newer systems you may be able to access the drive via an existing network connection A modern computer with a bootable CD RW allows for a quicker and easier backup of system files You can boot the PC using a system restore CD The CD is placed in the drive and loads all necessary files to boot the PC In addition you may load a driver to support the CD RW After the drivers are loaded for the CD RW you can copy files that need to be backed up Avoid using the fdisk mbr command unless it is as a last resort The fdisk mbr rewrites the boot code portion of the MBR The last two bytes in the MBR contain partition and volume information If the last two bytes in the MBR were delete
82. the way that traditional Windows programs allow The hal dll is a machine language program that serves as the go between for software and hardware The hal dll makes it possible for the computer system to be hardware and device independent It supports many different CPU platform designs In other words the PC does not have to be an IBM clone It could use a processor such as Digital s Alpha processor The ntoskrnl exe file is the heart of the operating system It initializes the hardware system and drivers It controls and oversees the entire operating system and the processing of instructions and files The entire boot process is not considered complete until you log on with the Ctrl Alt Delete key combination Once you log on the system turns to the user mode of operation There are two modes of operation user mode and kernel mode Kernel mode oversees the system resources and processor actions This is an automatic mode requiring no user intervention User mode is the actual user interface with the operating system It is very restrictive in the sense that many areas are not accessible by the user or user programs This environment is what makes NT based operating system such a stable system as compared to other earlier Microsoft Windows products The stability is due to software and users not being allowed to manipulate hardware resources and features Windows Vista Boot Sequence In Windows Vista ntldr has been replaced by the Win
83. to the other systems in that a POST is performed and a BIOS routine is loaded It is common to boot from a floppy disk when using Linux but you may also boot from the hard drive Like any typical startup operating system after the initial system startup the Linux operating system takes over Linux uses a boot manager called lilo which stands for Linux loader Lilo looks at the configuration file called lilo conf to detect operational information The lilo boot manager allows the user to select other operating systems when more than one exists on the hard drive Linux operating systems can coexist with Microsoft Windows operating systems Once the Linux kernel loads the system runs the init program The init is the system initialization similar to DOS or Windows All the system processes such as the keyboard mouse and network connections require initialization Data Recovery Techniques Many times data on a nonfunctioning hard drive is not actually lost although it cannot be directly accessed Think about the causes of failure for a hard drive They include the electronics board mounted on the hard drive the mechanical parts inside the drive or simply a boot sector failure If you can still see the drive directory on drive C when using a boot disk chances are excellent for recovering the data One of the most common ways to recover data is with software There are a number of third party programs out there designed to read disks that show
84. trol Panel 7 Now reboot the computer and let the computer start normally Do not press the F8 key 8 Shut down the computer using the power on off button Restart the computer and see which boot options are available to you List the available options on a separate piece of paper 9 Now reboot the computer and select Safe Mode with Command Prompt from the Advanced Boot Options menu Answer the following question on a separate piece of paper Is the user interface text mode only or graphic user interface 10 Type and enter the dir command at the command prompt and observe the action Note To stop the directory command press Ctrl Pause Break 11 Type and enter exit at the command prompt Then press Ctrl Alt Del and click the Shut down button in the lower right corner of the display This will shut down the computer 12 Restart the computer and then use F8 to open the Advanced Boot Options menu 13 Select the Enable Boot Logging option to create a driver status log 14 Look in the root directory and look under the Windows folder to see if the ntbtlog txt file exists The file is a hidden system file so you will need to change the folder options to show hidden files You can do this by opening an Explorer window and selecting Tools Folder Options Show hidden files and folders You can use the Start menu Search box to assist you in locating the file After the file is opened look at its contents Close th
85. tumped When you run out of tests stop and think about the situation Writing things down in a list helps Make two lists First make a list of what you know is not the problem Then make a list of possible problems that could still exist Check the Web site of the manufacturer of the PC the BIOS and the operating system There could be corrections posted for exact symptoms you are encountering Many times a problem is discovered that affects a particular setup or particular combination of hardware and software programs Don t hesitate to contact the manufacturer of the hardware or software in question by e mail with a description of the problem Most questions will be answered in 24 to 48 hours at no cost for the service You can get much faster replies by calling but that service is seldom free Your fellow technicians are another very important source of information As you progress in the PC repair world you will make many friends It is a standard practice to share information with a colleague who may have encountered a similar problem A peer may have a quick and easy answer to a problem that you have not encountered before Other times simply discussing the problem with a peer can be quite helpful Explaining the problem forces you to summarize the situation and describe it in logical terms Just the act of verbalizing the problem may allow you to solve it Never be embarrassed to use this form of assistance 638 Computer Servic
86. tware development tool used for multimedia applications It allows programmers to directly access many of the built in features of Windows A poorly written program using DirectX can cause severe system hangs or crashes The DirectX Diagnostic Tool looks at every DirectX program file on the computer Figure 15 16 You can look for non Microsoft approved program labels here If it is Microsoft approved you should not have a problem That cannot be said for other programmers tools DirectX program files are abundant They are used for game development and all types of multimedia programs The Directx Diagnostic Tool is still incorporated into Windows Vista but it is much more sophisticated than earlier versions System File Checker The System File Checker sfc exe can be run to check for corrupt changed or missing files from Windows based applications See Figure 15 17 It can also be used to restore system files To start the System File Checker program in Windows versions earlier than Windows XP select it from the Tools menu in the Microsoft System Information utility or type sfe in the Run dialog box In Windows XP you can access the system file checker by typing sfc at the command prompt The responsibilities of System File Checker are incorporated directly into the Windows Vista Resource Checker but it can still be run from the command prompt with administrator rights using the sfc command oe untitled Dr Wats oni view i Diagn
87. veral minutes Running test pass 1 of 2 17 complete Overall test status 09 complete Status No problems have been detected yet Although the test may appear inactive at times it is still running Please wait until testing is complete Windows will restart the computer automatically Test results will be displayed again after you log on F1 Options The Windows Memory Diagnostics Tool can also be run from the Memory Diagnostics Tool option on the Windows Vista installation DVD Boot Sequences The computer boot sequence is very similar in all the Windows NT based operating systems Windows 2000 and Windows XP and Windows Vista However the boot sequence of these operating systems is very different from Windows 98 and earlier operating systems A good understanding of the startup process is an essential part of troubleshooting It is therefore imperative that you study the boot sequence of all standard operating systems and compare the differences One way to accomplish this is to study the programs associated with the boot disk created for each system The boot disk contains the files necessary to boot the computer as well as some of the various enhancement files Not all files on a boot disk are necessary for booting the system Information about a system boot sequence and boot files are usually contained in the readme txt file of the installation discs Always read the readme txt files of the operating system you
88. xample the Windows 95 and 98 System Configuration Utility has tabs named Win ini or System ini to accommodate the win ini and system ini files that were used in Figure 15 12 EE ee l ai n ngaj l 3 E a gg la Windows General Beot _ Servicen Startup Toots Vista System Start selecbon Configuration horma Hartu Load all deaz drivers and services e sym sin tg Losd basic devanes and services oiy Selective startup 656 Computer Service and Repair Figure 15 13 Windows XP System Configuration Figure 15 14 Microsoft System Information can be used to find boot problems and other conflicts those operating systems Figure 15 13 The Windows Vista System Configuration Utility has several enhancements over previous versions of this utility For example the Tools tab provides a central and convenient location for some popular tools such as Event Viewer Security Center and Task Manager Microsoft System Information Windows boot problems can be very difficult to diagnose especially if they are intermittent problems An extremely useful utility found in the Windows 98 and later versions of the operating system is Microsoft System Information msinfo32 exe Microsoft System Information displays detailed information about the hardware and software in the system Figure 15 14 shows the window that is displayed after running msinfo32 exe You can activate it from Start Programs Accessories System
89. y the large disk access problem The fdisk mbr command can overwrite the information used by the overlay program to allow large disk support This can further complicate or compound the program Many third party software systems can repair an MBR especially if the software is installed before the problem develops The software recovery systems make a copy of all vital information including creating a copy of the MBR When an error occurs the recovery software can use the copy to help recover the damaged system In addition third party software systems can be used to inspect copy and modify bytes in each sector of the hard drive This is a very powerful tool but using it can be very time consuming Additional Mechanical Problems There are a number of other mechanical faults that cause problems in PCs Boards cards and cables can go bad but these occurrences are not all that common You will find that along with hard drive failure most of your other mechanical problems will arise from two areas improper hardware upgrades and accumulation of dust in the system Chapter 15 PC Troubleshooting 647 Problems after Hardware Upgrades There are many possible system failures after a hardware upgrade The first thing to check when a system fails to boot is the power and cable connections Many times while working inside the case cables are pulled loose So the first thing to look for is free hanging cables However cable problems
90. you change them Go slowly Y Y Y Y Think think think Determining the Major Fault Area The first step is to try to determine what major area is the most likely source of the fault There are three major fault areas to be considered Y Hardware failure Y Software failure Y User generated problems The most common error or problem is the user generated problem Some users like to tinker with Control Panel and others will try to solve their problems alone Users with a little technical knowledge can be the most dangerous They often attempt to fix a problem alone before calling the technician When this happens you may very well be faced with more than one problem First the original problem likely still exists and then there are additional problems created by the user Repairing computers in a school setting can be the most frustrating Some students love to experiment on the settings on a school s computer before trying the activity on their home computer What Happened Last It is critical to determine from the computer user what the last action on the computer was prior to the problem occurring or before computer failure Often the last action taken by the user can lead the technician directly to the problem Find out if the user recently installed some new software Perhaps there has been a recent hardware upgrade to the problem PC Has the user recently downloaded a file from the Internet Ask as many questions of the u

PC Troubleshooting - Goodheart

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