© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 1 Control Panel Applets

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 2 Display Settings  Change the resolution and color quality  Change wallpaper, screen saver, power settings, and other options, by clicking the Advanced button

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 3 Device Manager  Used to view settings for devices in the computer  An exclamation mark indicates a problem with a device

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 4 Task Manager  View all applications that are currently running  Close any applications that have stopped responding  Monitor the performance of the CPU and virtual memory  View all processes that are currently running  View information about the network connections

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 5 Event Viewer and Remote Desktop Event Viewer  Logs a history of events regarding applications, security, and the system.  These log files are a valuable troubleshooting tool. Remote Desktop  Allows one computer to remotely take control of another computer.  This troubleshooting feature is only available with Windows XP Professional.

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 6 Performance Settings Settings for advanced visuals and for virtual memory

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 7 Add or Remove an Application  Utility to install or uninstall applications  Tracks installation files for future thorough uninstall, if desired

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 8 Upgrading an Operating System Upgrade Paths

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 9 Upgrading to Windows XP 1.Insert the Windows XP CD. Select Start > Run. 2.In the Run box, where D is the drive letter for the CD- ROM, type D:\i386\winnt32 and press Enter. The Welcome to the Windows XP Setup Wizard displays. 3.Choose Upgrade to Windows XP and click Next. The License Agreement page displays. 4.Read the license agreement and click the button to accept this agreement. 5.Click Next. The Upgrading to the Windows XP NTFS File System page displays. 6.Follow the prompts and complete the upgrade. When the install is complete, the computer will restart.

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 10 Preventive Maintenance Planning Components of a preventive maintenance plan:  Updates to the operating system and applications  Updates to anti-virus and other protective software  Hard drive error checking  Hard drive backup  Hard drive defragmentation

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 11 Schedule Tasks  The DOS AT command launches tasks at a specified time using the command line interface Information about the AT command is available at this path: Start > Run > cmd Then type AT /? at the command line.  The Windows Task Scheduler launches tasks at a specified time using a graphical interface Access the Windows Task Scheduler by following this path: Start > All Programs > Accessories > System Tools > Scheduled Tasks  Examples of scheduled tasks to run ScanDisk (Windows 2000) and CHKDSK (Windows XP) check the integrity of files and folders and scan the hard disk surface for physical errors. Defrag: Gathers the noncontiguous data into one place, making files run faster

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 12 Automatic Updates  An automatic update service scans the system for needed updates, and recommends what should be downloaded and installed.  Automatic update services can setup to download and install updates as soon as they are available or as required, and install them when the computer is next rebooted.

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 13 Restore Point An image of the current computer settings. If the computer crashes, the OS can roll back to a restore point.  The restore point utility only operates on OS and application files.  Anti-virus software should be run to remove malware before creating a restore point. When to create a restore point:  Before updating or replacing the OS  When an application or driver is installed  Manually at any time

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 14 Backup the Hard Drive  Backup tools allow for recovery of data.  Use the Microsoft Backup Tool to perform backups.  Establish a backup strategy that will allow for the recovery of data.  Decide how often the data must be backed up and the type of backup to perform.  Windows XP uses Volume Shadow Copying, which allows users to continue to work even as a backup is taking place.  It is only necessary to make copies of the files that have changed since the last backup.

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 15 Types of Backups Description Clear marker Normal Selected files and foldersYes Copy Selected files and foldersNo Differential Selected files and folders that changed since the last backup No Incremental Selected files and folders that changed since the last backup Yes Daily Selected files and folders that changed during the day No

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 16 Step 1 Gather data from the customer Step 2 Verify the obvious issues Step 3 Try quick solutions first Step 4 Gather data from the computer Step 5 Evaluate the problem and implement the solution Step 6 Close with the customer Troubleshooting Process

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter Gather Data from the Customer  Customer information Company name, contact name, address, phone number  Computer configuration Operating system, patches and updates, network environment, connection type  Use a work order to collect information  Description of problem Open-ended questions What were you doing when the problem was identified? Closed-ended questions Are you currently logged into your network?

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter Verify the Obvious Issues Examine the most obvious causes of a problem.  Is the caps lock key set to ON?  Is there a non-bootable disk in the floppy drive?  Are the drive settings and boot order configured correctly in BIOS?  Can you log on as another user?  Was the computer turned off without being shut down properly?  Has the password changed?  Does the monitor have power?  Does the display have the correct settings?

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter Try Quick Solutions First  Use the Last Known Good Configuration settings  Enter Safe Mode to troubleshoot video problems  Uninstall an application that was recently added  Roll back the system using a System Restore point  Examine the Device Manager for device conflicts  Run cleanmgr to clean up temp files  Run chkdsk/f to repair problems with the hard drive  Run defrag to speed up the hard drive  Reboot the computer  Login as a different user

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter Gather Data from the Computer  Examine system files.  Run diagnostic software.  Refer to the computer user manual or BIOS website for the meaning of beep codes.  Examine the event logs to determine the cause of computer problems.

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 21 You may need to conduct further research  Refer to repair manuals  Study the product documentation  Visit the manufacturer’s website  Consult repair journals  Talk to technicians who may have repaired similar problems. Implement the most likely solution first  Return the computer to the original state before trying the next solution  It may be necessary to test many potential solutions before the problem is resolved 5. Evaluate Problem & Implement Solution

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter Close with the Customer When you are confident that the problem is resolved:  Document the customer information, problem description, and steps to resolve the issue in the work order.  Explain to the customer how you solved the problem.  Let the customer verify that the problem has been solved.  Complete all documentation including sales orders, time logs, and receipts.  Complete the work order.  Update the repair journal. You can use the notes from the journal for future reference.

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 23 Common Problems and Solutions Problem SymptomPossible Solution The computer displays the desktop in 16 color VGA mode after updating the video drivers. Use the “Roll Back Driver” option to remove the new video driver. Remove any unnecessary programs from the Startup tab and reboot the computer. The computer will no longer boot to Windows and gives the error “Invalid systems disk” Remove any floppies and CDs from the computer and verify that the HDD is set as a bootable device in the BIOS setup. The computer will not finish loading Windows. Boot the computer in safe mode and uninstall any recently installed applications.

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 5 24 Chapter 5 Summary  Consider the customer's needs when selecting an OS.  The main steps in setting up a customer's computer include preparing the hard drive, installing an operating system, creating user accounts, and configuring installation options.  A GUI shows icons of all files, folders, and applications on the computer.  Establish a backup strategy that allows for the recovery of data.  Preventive maintenance helps to ensure optimal operation of the OS.  Tools for troubleshooting an OS problem include Windows Advanced Options menu, event logs, device manager, and system files.