chapter fifteen troubleshooting windows xp. objectives collect documentation about your systems to...

Chapter FifteenChapter Fifteen

Troubleshooting Troubleshooting Windows XPWindows XP

ObjectivesObjectives

Collect documentation about your systems Collect documentation about your systems to aid in troubleshooting and preventing to aid in troubleshooting and preventing problemsproblems

Review common-sense approaches to Review common-sense approaches to troubleshootingtroubleshooting

Troubleshoot general problems with Troubleshoot general problems with Windows XP ProfessionalWindows XP Professional

Use some of the troubleshooting tools Use some of the troubleshooting tools found in Windows XP Professionalfound in Windows XP Professional

General Principles of General Principles of TroubleshootingTroubleshooting

Troubleshooting is the art and Troubleshooting is the art and science of systematically diagnosing science of systematically diagnosing and eliminating problems in a and eliminating problems in a computer systemcomputer system

Collect informationCollect information Use common-sense troubleshooting Use common-sense troubleshooting

guidelinesguidelines

Collect InformationCollect Information

The first rule of troubleshooting:The first rule of troubleshooting: You can never have too much informationYou can never have too much information

Computer Information File (CIF)Computer Information File (CIF) Provides detailed information about the Provides detailed information about the

hardware and software products that hardware and software products that comprise your computer (and even your comprise your computer (and even your network)network)

An ever-expanding accumulation of data An ever-expanding accumulation of data sheets sorted into related groupingssheets sorted into related groupings

Collect InformationCollect Information

You CIF should also include You CIF should also include nonphysical characteristics of your nonphysical characteristics of your systemsystem

Essential that contents of the CIF be Essential that contents of the CIF be complete and up-to-datecomplete and up-to-date

It is recommended that you maintain It is recommended that you maintain both a printed/written version and both a printed/written version and an electronic version of your CIFan electronic version of your CIF

Use Common-Sense Use Common-Sense Troubleshooting Troubleshooting

GuidelinesGuidelines Be patientBe patient Be familiar with your system’s Be familiar with your system’s

hardware and softwarehardware and software Attempt to isolate the problemAttempt to isolate the problem Divide and conquer (nonessential Divide and conquer (nonessential

devices)devices) Eliminate suspectsEliminate suspects


GuidelinesGuidelines Undo the most recent changeUndo the most recent change Investigate common points of failureInvestigate common points of failure Recheck items that caused problems Recheck items that caused problems

beforebefore Try the easy and quick fix firstTry the easy and quick fix first Let the fault guide youLet the fault guide you


GuidelinesGuidelines Make changes one at a timeMake changes one at a time Repeat the failureRepeat the failure Keep a detailed log of errors and Keep a detailed log of errors and

attempted solutionsattempted solutions Learn from mistakes (your own and Learn from mistakes (your own and

others’)others’) ExperimentExperiment

Event ViewerEvent Viewer

Used to view system messages regarding the failure and/or success of Used to view system messages regarding the failure and/or success of various key occurrences within the Windows XP Professional environmentvarious key occurrences within the Windows XP Professional environment

Figure 15-1: Event Viewer with System log selected

Event ViewerEvent Viewer

Figure 15-2: Event Viewer’s Event Properties

windows displays logged event

details

Computer Management Computer Management ToolTool

Figure 15-3: The Computer

Management tool makes most

management tools available through a single management

console


The Computer Management console The Computer Management console is divided into three sections:is divided into three sections: System ToolsSystem Tools StorageStorage Services and ApplicationsServices and Applications


The System Tool contains five The System Tool contains five individual tools:individual tools: Event ViewerEvent Viewer Shared FoldersShared Folders Local Users and GroupsLocal Users and Groups Performance Logs and AlertsPerformance Logs and Alerts Device ManagerDevice Manager


The Storage section presents three The Storage section presents three tools for administering storage tools for administering storage devices:devices: Removable StorageRemovable Storage Disk DefragmenterDisk Defragmenter Disk ManagementDisk Management


The Service and Applications The Service and Applications section contains management section contains management controls for various installed and controls for various installed and active services and applicationsactive services and applications Some common controls include:Some common controls include:

ServicesServices WMI ControlWMI Control Indexing ServiceIndexing Service

Troubleshooting Wizards Troubleshooting Wizards and Widgetsand Widgets

Windows XP Windows XP Professional Professional includes a includes a great many great many troubleshootitroubleshooting Wizards ng Wizards associated associated with specific with specific system system components components or servicesor services

Figure 15-4: Settings tab in the Display Properties applet

Troubleshooting Wizards Troubleshooting Wizards and Widgetsand Widgets

Figure 15-5: The Video Display Troubleshooter

Troubleshooting Troubleshooting Installation ProblemsInstallation Problems

Media errorMedia error Domain controller communication Domain controller communication

difficultiesdifficulties Stop message errors or halting on the Stop message errors or halting on the

blue screenblue screen Hardware problemsHardware problems Dependency failuresDependency failures

Troubleshooting Troubleshooting Installation ProblemsInstallation Problems

Figure 15-6: Event Properties dialog box

Troubleshooting Printer Troubleshooting Printer ProblemsProblems

Problems with network printers can Problems with network printers can often bring normal activity to a haltoften bring normal activity to a halt

They can occur anywhere between the They can occur anywhere between the printer’s power cable and the printer’s power cable and the application that’s attempting to printapplication that’s attempting to print

Systematic elimination of possible Systematic elimination of possible points of failure is the only reliable points of failure is the only reliable method for eliminating such errorsmethod for eliminating such errors


Figure 15-7: The default window for any printer shows the contents of its print queue


Figure 15-8: The Windows Task Manager,

Process tab


Table 15-1a: Printer

Troubleshooting


Table 15-1b: Printer Troubleshooting (continued)

Troubleshooting RAS Troubleshooting RAS ProblemsProblems

Check all physical connectionsCheck all physical connections Check the communication line itselfCheck the communication line itself Verify the RAS configuration and the Verify the RAS configuration and the

modem setupmodem setup Check that both the client and Check that both the client and

server dialup configuration matchserver dialup configuration match


Figure 15-9: Setting Security

options


Verify that the user account has RAS Verify that the user account has RAS privilegesprivileges

Inspect the RAS-related logsInspect the RAS-related logs Remember that Multilink and Remember that Multilink and

callback do not work togethercallback do not work together Autodial and persistent connections Autodial and persistent connections

may cause a computer attempt RAS may cause a computer attempt RAS connection with each logonconnection with each logon


Table 15-2a: RAS Troubleshooting


Table 15-2b: RAS Troubleshooting

Troubleshooting Network Troubleshooting Network ProblemsProblems

Check to see if other clients or server or Check to see if other clients or server or subnets are experiencing the same problemsubnets are experiencing the same problem

Check physical network connectionsCheck physical network connections Check protocol settingsCheck protocol settings Reboot the systemReboot the system Verify that the NIC drivers are properly Verify that the NIC drivers are properly

installedinstalled Verify the domain/workgroup membership Verify the domain/workgroup membership

of the clientof the client

Troubleshooting Network Troubleshooting Network ProblemsProblems

Figure 15-3: Network

Connection Troubleshooting

Troubleshooting Disk Troubleshooting Disk ProblemsProblems

Windows XP Professional maintains and Windows XP Professional maintains and tunes its file system automaticallytunes its file system automatically

Most partition, boot sector, and drive Most partition, boot sector, and drive configuration faults can be corrected or configuration faults can be corrected or recovered using the Disk Management recovered using the Disk Management tool in the Computer Management utility tool in the Computer Management utility in Administrative Toolsin Administrative Tools

The only reliable means of protecting data The only reliable means of protecting data on storage devices is to maintain an on storage devices is to maintain an accurate and timely backupaccurate and timely backup

Permission ProblemsPermission Problems

Figure 15-11: Setting share permissions

Master Boot Record Master Boot Record ProblemsProblems

The Master Boot Record (MBR) is the The Master Boot Record (MBR) is the area of the hard drive that contains the area of the hard drive that contains the data structure for initiating the boot data structure for initiating the boot processprocess

If the MRB fails, the Emergency Repair If the MRB fails, the Emergency Repair Disk (ERD) cannot be used to repair itDisk (ERD) cannot be used to repair it Instead you must use a recovery tool of Instead you must use a recovery tool of

some kind, for which there are several some kind, for which there are several approaches:approaches:

Using the Dr. Watson Using the Dr. Watson DebuggerDebugger

Dr. WatsonDr. Watson Windows XP Professional application Windows XP Professional application

debuggerdebugger Detects application failuresDetects application failures Logs diagnostic detailsLogs diagnostic details Windows XP Professional automatically Windows XP Professional automatically

launches Dr. Watson when an launches Dr. Watson when an application error occursapplication error occurs

Using the Dr. Watson Using the Dr. Watson DebuggerDebugger

Figure 15-12: Dr. Watson

configuration dialog box

Applying Service Packs Applying Service Packs and Hot Fixesand Hot Fixes

Service packService pack Collection of code replacements, patches, error Collection of code replacements, patches, error

corrections, new applications, version corrections, new applications, version improvements, or service-specific configuration improvements, or service-specific configuration settings from Microsoft that corrects, replaces, settings from Microsoft that corrects, replaces, or hides the deficiencies of the original or hides the deficiencies of the original product, preceding service packs, or hot fixesproduct, preceding service packs, or hot fixes

Hot fixHot fix Similar to a service pack, except it addresses Similar to a service pack, except it addresses

only one problem, or a small number of only one problem, or a small number of problems, and it may not be fully testedproblems, and it may not be fully tested


Important points to remember about Important points to remember about patches such as service packs and hot patches such as service packs and hot fixes:fixes: Always make a backup or your system Always make a backup or your system

before applying any type of patchbefore applying any type of patch Be sure you’ve retrieved a patch for the Be sure you’ve retrieved a patch for the

correct CPU type and language versioncorrect CPU type and language version Always read the readme and Knowledge Always read the readme and Knowledge

Base Q documents for each patchBase Q documents for each patch Update your Emergency Repair Disk (ERD) Update your Emergency Repair Disk (ERD)

both before and after applying a patchboth before and after applying a patch


Make a complete backup of the Registry Make a complete backup of the Registry using the Registry Editor or the REGBACK using the Registry Editor or the REGBACK utility on the Microsoft Windows XP utility on the Microsoft Windows XP Professional Resource KitProfessional Resource Kit

Export the disk configuration data from Disk Export the disk configuration data from Disk AdministratorAdministrator

Because service packs rewrite many system-Because service packs rewrite many system-level files, you must disconnect all current level files, you must disconnect all current users, exit all applications, and temporarily users, exit all applications, and temporarily stop all unneeded services before installing stop all unneeded services before installing any service pack or patchany service pack or patch


To locate Microsoft Knowledge Base To locate Microsoft Knowledge Base documents, visit or use one of these documents, visit or use one of these resources:resources: Web site: http://support.microsoft.com/Web site: http://support.microsoft.com/ TechNet CDTechNet CD Microsoft NetworkMicrosoft Network Resource Kit documentation (online Resource Kit documentation (online

help file)help file)


To determine what service packs have been To determine what service packs have been applied to your system, you can use one of applied to your system, you can use one of the following techniques:the following techniques: Enter WINVER from command prompt to view an Enter WINVER from command prompt to view an

About Windows dialog boxAbout Windows dialog box Select Help, About Windows from the menu bar of Select Help, About Windows from the menu bar of

any native tool such as My Computer or Explorerany native tool such as My Computer or Explorer Use the Registry Editor to view the CSDVersion Use the Registry Editor to view the CSDVersion

value in the HKEY_LOCAL_MACHINE\value in the HKEY_LOCAL_MACHINE\SOFTWARE\Micro-soft\WindowsNT\SOFTWARE\Micro-soft\WindowsNT\CurrentVersionCurrentVersion

Microsoft Microsoft Troubleshooting Troubleshooting

ReferencesReferences The Microsoft Windows Web site: The Microsoft Windows Web site:

http://microsoft/windows/http://microsoft/windows/ The Knowledge BaseThe Knowledge Base TechNetTechNet Resource KitsResource Kits

Chapter SummaryChapter Summary

There are several common-sense There are several common-sense principles of troubleshooting you principles of troubleshooting you should always followshould always follow

Information is the most valuable Information is the most valuable troubleshooting tooltroubleshooting tool

Windows XP Professional tools most Windows XP Professional tools most often used for troubleshooting are often used for troubleshooting are Event Viewer and the Computer Event Viewer and the Computer Management toolManagement tool


There are five common installation There are five common installation problems:problems: Media errorsMedia errors Domain controller communication Domain controller communication

difficultiesdifficulties Stop message errors or halts on the Stop message errors or halts on the

blue screenblue screen Hardware problemsHardware problems Dependency failuresDependency failures


Printer problems are most often Printer problems are most often associated with physical associated with physical configuration or spooling problemsconfiguration or spooling problems

RAS and network problems may be RAS and network problems may be caused by several types of problems, caused by several types of problems, but the most common type arises but the most common type arises from misconfigurationfrom misconfiguration

Service packs and hot fixes are used Service packs and hot fixes are used to repair portions of Windows XP to repair portions of Windows XP Professional after its releaseProfessional after its release

chapter fifteen troubleshooting windows xp. objectives collect documentation about your systems to...

Documents

management controls

troubleshooting tools

management tools available

rule of troubleshooting

windows xp professionaluse

system toolsstorageservices

system messages

individual tools