Chapter 16 Chapter 16: Troubleshooting

Chapter 16 Learning Objectives n Develop your own problem-solving strategy n Use the Event Viewer to locate and diagnose problems n Troubleshoot configuration, security, connectivity, and network printing problems

Chapter 16 Learning Objectives (continued) n Troubleshoot boot problems, using a variety of tools including the emergency repair disk, safe mode, and the recovery console n Back up and restore system state data

Chapter 16 Problem Solving Strategy n Develop a problem solving strategy to help you troubleshoot more effectively such as: u Understanding how the server and network interact u Training users to help you solve problems u Learning the essential business processes of your organization

Chapter 16 Using Network Diagrams n Create network diagrams to help determine the location of specific problems

Chapter 16 Training Users n Train users to work as allies in solving network and server problems by: u Learning to save their work when a problem occurs u Precisely recording error messages u Quickly reporting error situations and the conditions under which they occurred

Chapter 16 Learning Business Processes n Learn the essential business processes of your organization and use this knowledge to help you locate and solve problems more rapidly

Chapter 16 Solving Problems Step by Step n Develop a thorough step-by-step approach to solving problems: u Get as much information as possible before you start u Obtain the precise wording of error messages u Start with simple solutions u Determine how many people are affected

Chapter 16 Solving Problems Step by Step (continued) u Check for alerts sent to your account u Check the event logs u Use System Monitor filtering u Check for local power problems

Chapter 16 Tracking Problems and Solutions n Keep a database or log of problems and how they were solved, so that later you don’t have to guess how the same or a similar problem was solved in the past

Chapter 16 Using Run As n Sometimes you have to work on problems when someone else is logged on or from another person’s computer. Try using the Run as option so you do not have to log off that account to have Administrator privileges.

Chapter 16 Using the Windows 2000 Server Logs for Troubleshooting n Windows 2000 Server records valuable notification information in event logs: u System log: An event log that records information about system-related events such as hardware errors, driver problems, and hard drive errors u Security log: An event log that records access and security information about logon accesses, file, folder, and system policy changes

Chapter 16 Using the Windows 2000 Server Logs for Troubleshooting (continued) u Application log: An event log that records information about how software applications are performing u Directory Service log: An event log that records events that are associated with the Active Directory, such as updates to the Active Directory, events related to the Active Directory’s database, replication events, and startup and shutdown events

Chapter 16 Using the Windows 2000 Server Logs for Troubleshooting (continued) u DNS Server log: An event log that provides information about events associated with the DNS Server, such as instances in which DNS information is updated, when there are problems with the DNS service, and when the DNS Server has started successfully after booting u File Replication Service log: An event log that contains information about file replication events such as changes to file replication, when the service has started, and completed replication tasks

Chapter 16 Sample Information in the System Log n Type of event n Date and time of the event n Source of the event n Category of the event n Event number n User account involved n Computer involved

Chapter 16 Viewing an Event Log Figure 16-1 Event Viewer

Chapter 16 Viewing a Specific Event Figure 16-2 Viewing a system log event

Chapter 16 Troubleshooting Tip n If a server suddenly crashes or is not functioning normally, make the system log your first stop to look for a problem

Chapter 16 Event Log Filtering n You can look for specific events in a log by setting up a filter on criteria such as: u Event type, including warning, error, information, success audit, failure audit u Event source u Event category u Event ID u User account u Computer u Date range u Time range

Chapter 16 Setting Up an Event Log Filter Figure 16-3 Creating a system log filter

Chapter 16 Event Log Configuration n There are several options for maintaining event logs: u To size each log to prevent it from filling to fast u To regularly clear each log before it is full u To automatically override the oldest events when a log is full

Chapter 16 Event Log Configuration (continued) Figure 16-4 Configuring event log settings

Chapter 16 Troubleshooting Server Configuration Problems n Steps you can take to troubleshooting server configuration problems include: u Check the event logs u Check the Control Panel Add/Remove Programs tool for components that need further configuration u Use the Configure Your Server tool in the Administrative Tools menu

Chapter 16 Troubleshooting Server Configuration Problems (continued) Figure 16-5 Checking to make sure a Windows component is configured

Chapter 16 Troubleshooting Server Configuration Problems (continued) u Use the Control Panel tools to solve configuration problems u Use the Network and Dial-up Connections tool to solve connectivity problems u Use tools such as Device Manager that are available in the Computer Management tool

Chapter 16 Troubleshooting Server Configuration Problems (continued) Figure 16-6 Using Device Manager to find a configuration conflict

Chapter 16 Troubleshooting Connectivity Problems n To troubleshoot connectivity problems: u Determine how many stations are experiencing the problem u Check the server’s NIC connection u Verify the protocol setup u Make sure the NIC is properly configured and has the most recent driver u Make sure clients are set up for the correct domain or workgroup

Chapter 16 Troubleshooting Connectivity Problems Troubleshooting Connectivity Problems (continued) u Check cable connections and connectors u Examine network cable for damage

Chapter 16 Troubleshooting Connectivity Problems Troubleshooting Connectivity Problems (continued) Figure 16-7 Troubleshooting the NIC media type

Chapter 16 Troubleshooting Connectivity Problems

Chapter 16 Troubleshooting Connectivity Problems (continued)

Chapter 16 Troubleshooting Connectivity Problems (continued)

Chapter 16 Troubleshooting Connectivity Problems (continued)

Chapter 16 Troubleshooting Connectivity Problems (continued)

Chapter 16 Troubleshooting Connectivity Problems (continued)

Chapter 16 Troubleshooting Connectivity Problems (continued)

Chapter 16 Troubleshooting TCP/IP Connectivity n Windows 2000 Server includes command line tools that can be used to troubleshoot TCP/IP connectivity problems (many of these tools are also available in Windows 2000, Windows NT, Windows 98, and Windows 95 clients)

Chapter 16 IpconfigIpconfig n Ipconfig is an example of a TCP/IP troubleshooting tool used to confirm information such as the IP address, subnet mask, and default gateway of the Windows 2000 Server

Chapter 16 Ipconfig (continued) Figure 16-8 Using ipconfig

Chapter 16 PingPing Figure 16-9 Using ping

Chapter 16 Windows 2000, NT, 98, and 95 Diagnostic Commands for TCP/IP Connectivity

Chapter 16 Cable Problems n When network communication problems occur, check for cable problems as one source

Chapter 16 Troubleshooting Cable Problems Table 16-3 Troubleshooting Cable Problems

Chapter 16 Troubleshooting Cable Problems (continued)

Chapter 16 Troubleshooting Cable Problems (continued)

Chapter 16 Troubleshooting Cable Problems (continued)

Chapter 16 Troubleshooting Cable Problems (continued)

Chapter 16 Troubleshooting Network Printing Problems n Try the simplest solutions first when troubleshooting network printing difficulties, such as checking printer connectivity

Chapter 16 Troubleshooting Network Printing Problems Table 16-4 Troubleshooting Network Printing Problems

Chapter 16 Troubleshooting Network Printing Problems (continued)

Chapter 16 Troubleshooting Network Printing Problems (continued)

Chapter 16 Troubleshooting Network Printing Problems (continued)

Chapter 16 Troubleshooting Network Printing Problems (continued)

Chapter 16 Troubleshooting Network Printing Problems (continued)

Chapter 16 Changing a Password n To change an account password when a user has forgotten his or hers: u Open the Active Directory Users and Computers tool u Open the container in which the account resides u Right-click the account and click Reset Password u Enter the new password, confirm it, and click User must change password at next logon

Chapter 16 Using Auditing for Troubleshooting n To help resolve why an account cannot access certain resources, audit those resources and check the security log n Also, use resource auditing to track intruders

Chapter 16 Using the System Security and Analysis Tool n The System Security and Analysis tool can be used to set up default security and to later analyze existing security for problems

Chapter 16 Using the System Security and Analysis Tool (continued) Figure Checking system security

Chapter 16 Using the System Security and Analysis Tool (continued) Figure Security analysis results

Chapter 16 Resolving Boot Problems n Boot problems can be caused by: u Disk failure u Corrupted partition table u Corrupted boot file u Corrupted master boot record u Disk read error

Chapter 16 Troubleshooting Tip n When you first experience a boot problem, try rebooting to see if it is a transient error

Chapter 16 Safe Mode n Safe mode: A boot mode that enables Windows 2000 Server to be booted using the most generic default settings, such as for the display

Chapter 16 Accessing the Safe Mode n To access the safe mode: u Reboot the computer u Press F8 u Select the desired safe mode option in the Advanced Options Menu u Highlight Windows 2000 Server as the operating system and press Enter

Chapter 16 Accessing the Safe Mode (continued) Figure Advanced Options Menu for booting Windows 2000 Server

Chapter 16 Advanced Menu Options Table 16-5 Advanced Menu Options

Chapter 16 Advanced Menu Options (continued)

Chapter 16 Advanced Menu Options (continued)

Chapter 16 Using the Emergency Repair Disk n Use the emergency repair disk if you cannot boot or solve a problem via safe mode

Chapter 16 Accessing the Emergency Repair Disk n To access the ERD: u Boot from the Windows 2000 Server CD- ROM or Setup Disk 1 u Press R on the Welcome to Setup screen u Press R again on the next screen u Insert the ERD u Select M to manually select what to repair or select F to perform all repair options u Follow the repair instructions

Chapter 16 Accessing the Emergency Repair Disk (continued) Figure Accessing the repair option

Chapter 16 Accessing the Emergency Repair Disk (continued) Figure Repair options

Chapter 16 Troubleshooting Tip n Keep the ERD updated after each key change to Windows 2000 Server so that you can troubleshoot using the most recent configuration information

Chapter 16 Using the Recovery Console for Troubleshooting n Recovery console: A recovery tool that enables you to boot directly into the Windows 2000 Server command line to perform recovery and troubleshooting operations. The Recovery Console can be added as a boot option, started from the Windows 2000 Server CD-ROM, or started from the Windows 2000 Server floppy installation disks.

Chapter 16 Recovery Console Command Options n Some examples of commands that can be used from the recovery console are: u chkdsk u disable u diskpart u enable u fixboot u fixmbr u format

Chapter 16 Troubleshooting Boot Problems

Chapter 16 Troubleshooting Boot Problems (continued)

Chapter 16 Troubleshooting Boot Problems (continued)

Chapter 16 Troubleshooting Boot Problems (continued)

Chapter 16 Troubleshooting Boot Problems (continued)

Chapter 16 Troubleshooting Boot Problems Associated with Stop Messages Table 16-7 Troubleshooting Boot Problems Associated with Stop Messages

Chapter 16 Troubleshooting Boot Problems Associated with Stop Messages (continued)

Chapter 16 Troubleshooting Boot Problems Associated with Stop Messages (continued)

Chapter 16 Troubleshooting Boot Problems Associated with Stop Messages (continued)

Chapter 16 Troubleshooting Boot Problems Associated with Stop Messages (continued)

Chapter 16 Troubleshooting Boot Problems Associated with Stop Messages (continued)

Chapter 16 System State Data n Plan to back up important system state data so that it can be recovered, if necessary.

Chapter 16 System State Data Elements n System state data consists of: u System and boot files u Active Directory u SYSVOL folder u Registry u COM+ Class Registration information u DNS zones (if installed) u Certificate information (if installed) u Server cluster data (if installed)

Chapter 16 Backing Up System State Data Using the Backup Tool Figure Backing up system state data

Chapter 16 Protected System Files n Plan to backup the protected system files along with the system state data n The protected system files include: u Ntldr u Bootsect.dos u Boot.ini u Ntdetect.com u Ntbootdd.sys u Ntoskrnl.exe u Hal.dll

Chapter 16 Restoring a Failed System Volume n To restore a failed system volume: u Replace the failed hardware u Install Windows 2000 Server from the CD- ROM u Use the Backup utility to restore system state data and all other data using the most recent backup tapes

Chapter 16 Chapter Summary n Develop a problem solving strategy that matches your equipment and organization’s needs n Develop familiarity with the troubleshooting tools in Windows 2000 Server, such as the Event Viewer, System Monitor, Network Monitor, the Network and Dial-up Connections tool, safe mode, and recovery console

Chapter 16 Chapter Summary n Learn to use the right troubleshooting tool for the job n Plan to keep the ERD updated for future troubleshooting n View troubleshooting situations as an opportunity to better understand your organization, its network, and the Windows 2000 servers on the network