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Chapter Overview

Basic Troubleshooting Techniques Windows Troubleshooting Tools Client Relations

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Troubleshooting

Recognize that troubleshooting may be a technician’s most difficult task.

Develop a plan of action after diagnosing a problem.

Approach the problem in an organized and methodical manner.

Quickly eliminate alternatives to focus on the cause of the problem.

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The Five Phases of Troubleshooting

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Basic Windows Troubleshooting Approach

Start by gathering information about the problem and the system.

Determine if the system will boot, and look for an obvious problem.

Localize and identify the problem. Define an action plan that uses

appropriate tools.

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Basic Windows Troubleshooting Approach (Cont.)

Resolve the problem. Minimize the potential for recurrence by

taking steps to eliminate further harm to the system.

Document your work.

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Performing a Differential Diagnosis

Differential diagnosis involves examining system behavior and filtering out the most likely problem.

If a symptom is linked to an action, then that action is the most likely cause.

In developing a differential diagnosis, you should Identify possible causes and work to eliminate all

but one Validate your assumption by testing the solution Observe where in the operational cycle the

problem occurs

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Three Components of the Operational Cycle

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Experience Is Key

Check out initial “hunches” first. If the problem is not solved, follow the plan.

Have a disaster recovery plan that uses backups to restore systems in the case of a corrupt operating system (OS) or hard disk drive crash.

Follow the natural order of working through each phase.

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Startup Issues

If the OS fails to load, hardware or driver problems are often the cause. Identify any changes to the system. Ask questions to determine the user’s skill

level. Explore the possibility of a virus. Identify the proper tools to use.

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Operational Issues

Applications, network connections, and system services can cause isolated problems.

If a device attached to the system is not working, the problem may be the driver or conflicts with another device.

System-wide devices or services might cause erratic problems.

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Shutdown Issues Some of the most difficult problems to

diagnose are computers that Hang unexpectedly during normal operation Restart unexpectedly Hang during shutdown or refuse to shut down

These problems can stem from faulty device drivers, runaway system processes, malfunctioning applications, memory management problems, or hardware problems.

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Working Through the Phases

Ensure that all hardware meets system and compatibility requirements.

Search the Knowledge Base on the Microsoft Web site or the Microsoft TechNet Subscription CD-ROM or DVD.

Ensure that the system is receiving adequate and clean power.

Use a virus program to rule out infection.

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System Startup in Safe Mode and Command Mode

Problems during the power-on self test (POST) are almost always directly related to hardware.

If the system still fails after you remove suspect hardware, you should use safe mode.

Pressing F8 after the POST invokes safe mode. If safe mode is not possible, you can use

command mode. Microsoft Windows 2000 and Microsoft

Windows NT can start the system in “Last Known Good Configuration.”

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Operating System Management Tools

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Operating System Management Tools (Cont.)

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Operating System Management Tools (Cont.)

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Operating System Management Tools (Cont.)

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Operating System Management Tools (Cont.)

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Operating System Management Tools (Cont.)

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Operating System Management Tools (Cont.)

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Operating System Management Tools (Cont.)

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Operating System Management Tools (Cont.)

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The Windows 2000 Computer Management Snap-In

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The Windows 98 MSI Tool

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Using the Windows 98 System Configuration Utility

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Using Device Manager to Troubleshoot Windows

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Shutdown and Related Problems Shutting down Microsoft Windows improperly

can corrupt data. Technicians should educate users on the

proper way to shut down their computers. When a system hangs during shutdown, it is

typically due to an application that is not releasing resources.

Two useful troubleshooting tools are selective startup and Task Manager.

Selectively choosing the options to load during startup can help isolate the problem.

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Using Task Manager

Task Manager is not available in Microsoft Windows 9x.

Pressing Ctrl+Alt+Del invokes Task Manager.

If there is unusually high CPU usage, the system might be running low on resources.

If you suspect an application, you should close it and observe the result in Task Manager.

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The Performance Tab

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The Windows 98 System Monitor

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The Windows 98 Resource Meter

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Registry Recovery

Registry recovery is a necessary skill for any technician because Registry corruption is a fact of life.

The Registry recovery process varies, depending on whether Windows 98 or Windows 2000 is installed on the system.

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Troubleshooting the Windows 9x Registry Startup The Registry Checker inspects and backs up

the Registry when the system is started. If it encounters an error, it restarts the

computer in scan mode to try to fix the error.

If the Registry Checker cannot automatically run, you can start it manually from a DOS prompt.

Pressing F8 to start a DOS prompt allows you to run SCANREG /FIX.

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Restoring the Windows 9x Registry from a Backup

Replace the current Registry from a backup copy if the Registry is corrupt. Press F8 to restart the system in MS-DOS mode. Type scanreg /restore to start the Registry

Checker in restore mode. Select the last known good Registry backup

from the list of .cab files. If new hardware caused the problem,

remove it from the system before the Registry repair.

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Using the Windows 2000 Recovery Console Can be used to restore a damaged or

corrupt Registry Can be used with an emergency repair

disk (ERD) to recover the system Is not automatically installed during a

normal Windows 2000 setup Must be used with care; improper use

could cause loss of data and possibly damage the system

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Recovery Console Procedure Start the Recovery Console rather than the OS. Use the CD command to change to the X:\

Winnt\Repair\Regback directory. Copy files you want to restore to the X:\

System Root\System32\Config directory. Completely restore the Registry by copying five

files from the Regback directory: Default, SAM (Security Account Management), Security, Software, and System.

Ensure that all files have been copied to the Config directory; then exit and restart the system.

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MS-DOS Application Incompatibilities Windows 9x and Windows 2000 might have

problems with some MS-DOS applications. Improved memory management allows most

MS-DOS applications to run better in newer versions of Windows than in Microsoft Windows 3.11.

Some MS-DOS applications cannot locate a recognizable MS-DOS version and do not run.

Some legacy MS-DOS applications use resources in a way that is incompatible with Windows and can cause the system to hang.

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Supporting MS-DOS Legacy Applications

MS-DOS applications check the version number of MS-DOS before running.

If the application reads a version it does not recognize, it crashes.

To trick the application into reading the version it expects, include the following line in the CONFIG.SYS file: device=c:\windows\setver.exe

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Supporting Legacy Windows 3.x Applications

Find the name of the application’s module by using QuickView.

If necessary, install QuickView with Add/Remove Programs in Control Panel.

Add the following section to the WIN.INI file:[Compatibility]module_name = 0x00200000

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Other MS-DOS Workarounds

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Advanced Options for MS-DOS Workarounds

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Printing Problems

The Windows 9x online help includes the Print Troubleshooter.

If the Print Troubleshooter does not help solve the problem, you can use the Enhanced Print Troubleshooter (EPTS). You can copy it from the EPTS directory on

the distribution CD-ROM to the hard disk drive.

EPTS.EXE runs a more detailed version of the standard online help troubleshooter.

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If the Printer Does Not Print Make sure the power

is on and the printer is online.

Check the cable connections.

Verify that the printer has paper.

Clear any paper jams. Clear the print buffer.

Make sure the driver and printer are in the same mode.

Send a print job directly to the printer.

Print from another application.

Delete and reinstall the printer.

Print to a file and copy the file to the printer port.

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If the Printer Takes Too Long to Print

Ensure that spooling is enabled and Windows is spooling.

Make sure the drive has enough disk space.

Defragment the hard disk.

Check for sufficient system resources.

Upgrade the printer driver if possible.

Make sure that Windows is sending TrueType fonts as outlines, not bitmaps.

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If Printouts Contain Random Characters

Make sure the printer language and type are correctly identified.

Verify that there is enough printer memory.

Print directly to the printer.

Use ready to print (RAW) spooling instead of Enhanced Metafile Spooling (EMF).

Print one job at a time.

Make sure the printer can support the printable region.

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Other Printing Troubleshooting Tips

If the Print command on the File menu is dimmed, verify that a printer driver is installed.

If you cannot print from an MS-DOS program, go to the printer properties sheet and deactivate the Spool MS-DOS Print Jobs option.

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Getting Organized and Keeping Records Providing efficient and effective service is as

important as resolving hardware or software problems.

The key to efficiency, effectiveness, and success is organization and good record-keeping.

Updating your records each time you perform a service saves you time in the long run.

You should create a database of essential information for each computer you work on.

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Suggested Types of Information to Document

Use unique and descriptive computer names.

Document all technical information about the system.

Save all unique data to floppy disks. Keep an incident log for each computer.

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Levels of Support

Large organizations can separate support functions into several levels.

Some support can be delegated, based on user knowledge and organization size.

Proper delegation of technical support functions can save time for everyone.

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Level 1: Designated, On-Site User

A designated user in each department can handle simple technical support and most trivial problems.

The designated user should have a basic knowledge of computers.

A knowledgeable on-site source can assist you effectively.

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Level 2: Telephone Support

Telephone support offers a quick solution to common problems.

Getting information over the phone can help you prepare for on-site repair.

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Level 3: On-Site Service

Decide whether to service the system on-site or bring it back to your workplace by asking the following questions: Will repairs interfere with the user’s work? Will the user’s location interfere with your

work? Is the computer in a high-traffic area? Will the user want to help? Do you have enough space to work?

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Spare Parts Manage your spare parts inventory by

Knowing the frequency of failures and number of replacement parts you will need

Knowing how long it takes to get replacement parts and ordering them appropriately

Knowing how quickly your suppliers can provide parts

Buying spare components in bulk whenever possible

Standardizing your parts to keep your inventory small

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Standardization In large organizations, standardization

reduces the number of spare parts required. Standardization is not always possible. You should standardize whatever you can

control. You should establish standards for groups of

similar systems. When you have computers with little in

common, setting standards such as common interrupt requests (IRQs) can be very worthwhile.

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Customer Service The bottom line in computer repair is

customer service The following are two methods for

handling initial support calls: The call is routed to a central help desk, and

then routed to a support team member Any member of the support team can

respond to a call Handling support calls professionally is

critical to your business success

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Handling a Support Call

1. The greeting: briefly identify the caller and nature of the problem

2. The description: obtain a description by guiding the conversation and keeping it focused

3. The interview: ask short, logical, and simple questions

4. The closure: assess, evaluate, and provide a plan of action

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Reports and Logs Keep a client profile log describing each

client and their business. Ask the client for referrals and ask if you can

use them as a reference. Keep written records of referrals and contact

the referred person as soon as possible. Leave business cards with clients and ask

them to distribute the cards. Call the client after a few days to ensure

that the problem has been resolved.

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Difficult Clients and Coworkers

Provide training information to users who need training.

Put instructions in writing for clients who cannot remember instructions.

Make advanced users part of the solution, not the problem.

Require users who complain about trivial problems to put them in writing.

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Escalating Problems and Documenting the Closure If the problem is outside your expertise, track

the progress of the responsible person. If you are an independent service provider,

find a solution. If you resolved the problem previously but did

not document the solution: Pass the information along to other team members Keep good documentation for future reference

Document the closure once the service call is completed.

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Chapter Summary Effective troubleshooting requires approaching the

problem in an organized and methodical manner. Make a plan, follow it, and document everything you

do. Windows 2000 and Windows 98 share many

common troubleshooting tools. Basic troubleshooting principles apply to OS and

hardware problems. You should understand the three levels of support

and delegate service requests to the appropriate level.

Outstanding customer service is critical to being a successful computer technician.