2. IT Essentials I v. 3.1 Module 14 Troubleshooting Software
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3. Module 14 Troubleshooting Software
14.1 – Role of the End User
14.2 – DOS Troubleshooting Issues
14.3 – Common Windows Operating System Problems
14.4 – Windows 9x Troubleshooting Problems
14.5 – Using System Tools & System Editors to Troubleshoot Windows 9x and 2000

4. Module 14 Troubleshooting Software (cont.)
14.6 – Windows 9x/2000 Registry Problems
14.7 – Windows NT4/2000 Troubleshooting Problems
14.8 – Windows XP Troubleshooting Problems
14.9 – Troubleshooting Applications
14.10 – Windows Data Backup and Recovery
14.11 – Windows-Specific Printer Software Problem Troubleshooting
Windows-Specific Networking Software Connection Troubleshooting
Windows 9x/NT/2000 Help

5. Role of the End User

6. Overview of the Troubleshooting Process
The troubleshooting process usually begins with the end user.
Their input will narrow the search for the problem that is affecting the computer.
The main goal of troubleshooting is to get the end user working with their system.

7. Eliciting Information from the End User Regarding the Problem
Sometimes the end user can give an idea of what they might have done to cause the problem.
Establish what they were doing at the time they began to experience issues.
Be patient with the end user and do not get frustrated or say something that makes them feel stupid.
They may not know much about computers.

8. Reproducing the Error Symptoms
It becomes necessary to reproduce the error symptoms.
This is a good first approach to take because it will give an idea as to what the end user was doing when the error occurred.
Reproducing the error symptoms is helpful because knowing at what point the error occurs in the process can help identify what area to begin the search for the problem.

9. Identify Recent User Changes to the Software Environment
Identifying any changes that the end user has made to the software environment is another important step.
Many times troubleshooting calls are a result of an end user either installing or uninstalling software.
Sometimes they may have deleted a critical folder or file by accident.

10. Determining Whether the Problem is Hardware or Software Related
When the computer boots up the user should hear a single beep that occurs after the POST.
Hardware failures are typically identified by the operating system being unable to load.
After the BIOS and basic system hardware have been checked and passed, the operating system will start to load.

11. Fixing the Software
Fixing the software will depend on what the problem was that prevented it from working.
It may be necessary to copy some files from the installation CD of the operating system or a CD of an application that was installed back to the hard drive.
It may be necessary to change some paths of the shortcuts to point to the executable of the application that was installed.

12. DOS Troubleshooting Issues

13. System Boot Problems
A bootable disk allows technicians to boot from a diskette instead of the hard drive.
If a system is unable to boot, insert the disk into the floppy drive and restart the computer, making sure that the BIOS is set to boot from the floppy drive.
The disk bypasses the operating system files on the hard drive that are corrupted.

14. System Boot Problems
FDISK is one of the most commonly used MS-DOS commands, even with newer operating systems such as Windows 98, 2000, and XP.
FDISK allows the technician to delete and create partitions on the hard drive.

15. System Boot Problems
The two main configuration files that a computer uses to boot up are CONFIG.SYS and AUTOEXEC.BAT.
Config.sys is a file that contains setup or configuration instructions for the computer system.
Autoexec.bat. file contains a list of DOS commands that will automatically execute when DOS is loaded into the system.

16. DOS Error Messages
Editing the CONFIG.SYS or the AUTOEXEC.BAT file requires familiarity with the various REM statements that will be contained in the CONFIG.SYS and AUTOEXEC.BAT files.
REM statements prevent a line from being read or executed when the CONFIG.SYS and AUTOEXEC.BAT files are being executed.

17. DOS Error Messages
DOS 4.0 versions and above have a memory management program called HIMEM.SYS that manages the extended memory above the 1024 KB level.
When troubleshooting a HIMEM.SYS error is to use the System Editor to check the entry in the CONFIG.SYS file to see if the correct entry is present.
The EMM386.EXE is another memory management program that provides the system with access to the Upper Memory Area (UMA) of RAM.

18. Invalid Directory Errors
There are a few instances where invalid directory errors may appear.
These occur while attempting to navigate through the file system in DOS.
This error will also appear when trying to access a directory that has been deleted or damaged and therefore can no longer be accessed.

19. Common Windows Operating System Problems

20. Troubleshooting Setup (Installation) Problems
Other installation issues that are commonly found are hardware issues.
These are identified by "insufficient memory" and "incompatible device driver" errors.

21. Troubleshooting Startup (Booting) Problems
Startup issues typically involve problems with hardware, configuration, and boot or operating systems.
To create a Windows 98 startup disk:
Go to Start> Settings> Control Panel
Double-click the Add/Remove Programs icon
Click the Startup Disk tab and then click Create Disk
Insert the blank diskette into the diskette drive and click OK

22. Troubleshooting Startup (Booting) Problems
The Windows operating system provides many other troubleshooting tools.
They can be used to isolate and correct issues and can be helpful when troubleshooting a system.
Load the system tools configuration utility from the command line by typing MSCONFIG.EXE.

23. Windows Memory Usage Problems
Memory usage errors occur when the operating system or an application attempts to access a memory location that is unallocated.
A General Protection Fault (GPF) occurs when one of the operating system applications attempts to access an unallocated memory location.

24. Windows OS missing/corrupt .DLL or .VxD files
Two important types of files associated with the operating system are .VxD and .DLL files.
A .VxD file is a Virtual Device Driver and is only found in the Windows 9x operating systems.
The Dynamic-Link Library (.DLL) file speaks to the Windows core directly.
These small files store subroutines that either come with the application, or are made by the programmer.

25. System Lockup Errors
The majority of the system lock-up errors occur when a memory allocation error exists or when system resources are too low.
Some system lock-up problems can be prevented by running only one or two applications at a time.

26. Troubleshooting Shutdown Problems
An application may have encountered an error, and the application processes may be hanging up the system and preventing it from shutting down.
One solution is to press the Ctrl+Alt+Del buttons.
The application processes can be shut down manually and then the system can be shut down normally.

27. Windows 9x Troubleshooting Problems

28. Upgrade Issues
Problems encountered during upgrades to Windows 9x will be related to hardware, software, or both.
Check with the manufacturers of the hardware components and the software publishers to determine if updated drivers are needed for the upgrade.
Prior to doing an upgrade, check that the hardware meets the minimum system recommendations for the upgrade.

29. Error Codes and Startup Messages
If the "no operating system found" error message appears during startup the most likely culprits are either a failed hard drive or a damaged or corrupted MBR.
To troubleshoot the problem, first check to make sure that the hard drive is properly installed and that all the cables are properly installed as well.

30. Error Codes and Startup Messages
Windows Protection Error errors can occur when a computer loads or unloads a virtual device driver (VxD).
Illegal Operation error message means that the program in question is having a problem. The "illegal operation" designation covers a wide range of errors.
"A device referenced in SYSTEM.INI, WIN.INI, or Registry is not found.

31. Windows 9x Startup Modes
Access the Windows 9x Startup Modes by pressing the F8 key when the "starting Windows 9x" screen is displayed.
The menu offers several startup options.
Safe Mode is a troubleshooting tool for Windows.
It works much like the command-line switches for Windows 3.x. Safe Mode that allow access into Windows using only the most basic drivers.

32. Windows 9X Error Log Files
The SETUPLOG.TXT file is also created during the installation process and contains the system setup information.
It can be used for safe-recovery situations and is stored on the system root directory.

33. Windows 9X Error Log Files
If the system crashes during the hardware detection phase of the start up process, the DETCRASH.LOG file will be created.
This file will contain information about the processes that were running when the crash occurred.

34. Windows 9X Error Log Files
Use this file to read the information that is generated when the DETCRASH.LOG file is created.
It will tell which components have been detected by the system and which ones have not.

35. Windows Virtual Memory Errors
Virtual Memory Settings default paging file size is 2 MB.
The recommended paging file size for Windows 2000 is equal to 1.5 times the total amount of RAM.
Windows will set a default paging file size during installation.

36. Windows Virtual Memory Errors
In some instances SWAP file errors or "Swap file Corrupt" messages may display, indicating that the permanent Swap file that was created for Windows has become corrupt.
The most common reason that swap file errors are received is if the amount of hard drive space is running out.
This error may also appear when disk management functions like FORMAT and FDISK are running.

37. Using System Tools and System Editors to Troubleshoot Windows 9x and 2000

38. Using System Tools
The Event Viewer is used to monitor system events, application events, and security events in Windows 9x.
System events include things like successful and failed Windows component startups.
The SCANREG.EXE file is used to scan the registry for corruption. If system troubleshooting seems to indicate that an error is caused by a corrupted registry entry then run this executable.

39. Using System Tools
The DEFRAG.EXE utility rewrites all the files on the hard drive back to the beginning of the drive, making it easier and faster for the hard drive to retrieve the information.
Other utilities include:
CHKDSK.EXE
SCANDSKW.EXE
MSCONFIG.EXE
EDIT.COM

40. Using Windows Device Manager to Troubleshoot
The Windows Device Manager provides a way to view the hardware on the system in a graphical interface while also helping to manage and troubleshoot.
The Device Manager is used to disable, un-install, and update device drivers.

41. Using Windows System Editors
A system administrator can use the SYSEDIT.EXE and POLEDIT.EXE editor to edit configuration settings to the user interface.
In Windows 2000 the Group Policy Editor (GPE) allows the administrator to edit a policy for an entire group of users at one time.
Use the System Policy Editor (POLEDIT.EXE) to set up different security restrictions for different users.

42. Windows 9x/2000 Registry Problems

43. The Registry Files
The Registry files contain all the system configuration information.
This includes the local hardware configuration, the network environment, file associations, and user configurations.
USER.DAT and SYSTEM.DAT are the Registry files that contain all of the contents in the Registry.

44. The Registry Structure
Be familiar with the Registry structure subtrees and understand the purpose of these subtrees.
There is a key for every process that is running on the system in the registry editor.
The following five subtrees or subtree keys are displayed in Registry Editor Window.

45. Editing the Registry
Access the registry editors by typing “REGEDIT.EXE” or “REGEDT32.EXE” at the Run command window on the Start menu.
There will be an interface with the registry subtrees window, allowing the search of all registry values.
This allows the manual change any of any needed registry values.

46. Cleaning the Registry
If the Registry becomes too cluttered with old files and old application registry entrees, it can cause problems and degrade system performance.
Third party registry cleaning tools are recommended to edit the Registry.
Popular third party registry cleaning tools are Norton WINDOCTOR and Microsoft RegCleaner.

47. Windows NT4/2000 Troubleshooting Problems

48. Windows NT/2000 Installation Problems (Review)
The most common types of installation problems that occur when installing Windows NT or 2000 are hardware and software compatibility issues.
Before installing Windows 2000, check to make sure that the hardware is capable of running Windows 2000.
The processor must be at least in the Pentium class, and the system must have at least 64MB of RAM.

49. Windows NT/2000 Upgrade Issues
The issues that will occur when upgrading to Windows NT and 2000 will be similar to the issues that occur when performing Windows 9x upgrades.
As with Windows 9x, problems that occur during upgrades to Windows 2000 will either be hardware or software.

50. Windows NT Startup Modes
Startup Mode options are available in Windows NT, just as in Windows 9x.
The startup process for Windows NT is a little different from that of Windows 9x.

51. Windows 2000 Startup Modes
Windows 2000 provides an advanced Options Menu that provides features in addition to the Safe Mode options.
Options available:
Enable Boot Logging
Enable VGA mode
Last Known Good Configuration
Debugging Mode

52. Windows 2000 Recovery Console
The Windows 2000 Recovery Console is a command-line interface used to perform a variety of troubleshooting and recovery tasks.
These include starting and stopping services, reading and writing data on a local drive (including drives that are formatted with the NTFS file system), and formatting hard disks.

53. Windows XP Troubleshooting Problems

54. Windows XP Installation Problems (Review)
Begin troubleshooting by checking the system BIOS. An outdated BIOS can cause problems with disk partitioning, power management, peripheral configuration, and other important low-level functions.
Select the Non-Plug and Play operating system option when the computer is using the most current version of the BIOS. Even though Windows XP is a Plug and Play operating system the BIOS option can prevent Windows XP boot loader from accessing devices at startup.
If the computer comes with a high-performance IDE controller or SCSI device, Windows XP may not include a compatible driver. This can be solved by downloading a driver that is compatible with Windows XP.

55. Windows XP Upgrade Issues
As with Windows 9x, NT and 2000, problems that occur during upgrades to Windows XP will either be hardware related, software related, or both.
Before any upgrade is started, consult the Microsoft website to see if the hardware is compatible. Check with the manufacturer of the hardware components and software to see if they have any updated drivers that are necessary for the upgrade.
Same with software, check first to see if it is compatible and check for Windows XP drivers.

56. Windows XP Startup Modes
Normal and Safe Mode Boot Modes Windows XP allows users to boot normally, boot to Safe mode, Safe mode with Networking, or Safe mode with Command Prompt.
Enable Boot Logging If the Enable Boot Logging Startup mode is chosen, a NTBTLOG.TXT file will be created.
Enable VGA Mode Use the Enable VGA Startup mode if any display problems are experienced while booting up.
Last Known Good Configuration If a new device driver is loaded to the system and then afterwards the system begins to fail, use the Last Known Good Configuration Startup Mode option.

57. Windows XP Recovery Console
It is important to know how to use the Recovery Console. It is a command-line interface used to perform a variety of troubleshooting and recovery tasks.
These include starting and stopping services, reading and writing data on a local drive (including drives that are formatted with the NTFS file system), and formatting hard disks.
To access, insert the Windows XP CD-ROM into the CD-ROM drive and wait for the Microsoft Windows XP CD dialog box to open. The option to open the recovery console will display. Enter R.
Or…. go to the Run command window on the Start menu and type “cmd”. This will display the command prompt window. Change to the drive letter of the CD-ROM, then to the I386 folder, and run the winnt32 command with the /cmdcons switch.

58. Windows XP Recovery Console
After the Recovery Console is installed, select the operating system.
Use the FIXMBR command to fix hard drive problems. The FIXMBR command repairs a Master Boot Record (MBR). The FIXBOOT command writes a new boot sector onto the system partition.
If the [drive:] option is not specified, FIXBOOT writes the boot sector to the default boot partition.

59. Troubleshooting Applications

60. Troubleshooting DOS Applications
The System File Checker (SFC) command-line utility can be used to scan the operating system files to ensure that they are the correct (original Microsoft) ones.
Most of the time when the SFC utility is run and the copy in the system folder is replaced, the problem will go away.

61. Troubleshooting NT/2000 Applications
The Task Manager displays a list of active applications and helps to identify the applications that are currently not responding.
It can switch to a particular application to troubleshoot it if there are problems with it.

62. Windows Data Backup and Recovery

63. Windows Registry Backup and Recovery Tools
The Registry backup is included as part of something called "System State" backup, which also includes critical boot files and, on domain controllers, the Active Directory database.
Start the Win2K Backup utility by selecting Start > Programs > Accessories > System Tools > Backup, or type NTBACKUP.EXE at the Start menu, Run dialog box.

64. Windows Registry Backup and Recovery Tools
To back up the Registry using Win2K Backup, choose the Backup Wizard or select the Backup tab.

65. Windows Data and Application Backup and Recovery Tools
The first phase is to specify what to backup by choosing one of the following options:
Back Up Everything On My Computer
Back Up Selected Files, Drives, Or Network Data
Only Back Up The System State Data
For Windows 9x, use the backup and restore commands to back up data.
Use BACKUP.EXE to begin the back up process.

66. Types of Data Backup Procedures
Normal backup is also known as full backup. With normal backup, all files on the disk are stored to tape, and the archive bit for all files is set to off or cleared
Incremental backup procedure backs up all the files that have been created or modified since the last full backup.
Differential Backup backs up all the files that have been created or modified since the last full backup but the archive bit is not reset.

67. Windows-Specific Printer Software Problem Troubleshooting

68. Print Spoolers
Spooling is an acronym for Simultaneous Peripheral Operations On-Line.
It refers to the process of loading documents into a buffer (usually an area on a hard drive) until the printer is ready.
This allows users to place multiple print jobs into a queue and print them in the background instead of waiting for each one to finish.

69. Print Queues
When a print job is sent to a printer while it is busy, that print job is held in the printer queue.
A printer queue is a temporary holding area for print jobs that are fed to the printer when it is ready for the next job.
This queue is an area of memory that is set aside on the print server for managing print jobs.

70. Incorrect/Incompatible Printer Drivers
Without the proper drivers installed the system cannot print.
Error messages will most likely appear, stating that the incorrect driver has been installed and that the operating system is unable to find the printer.
In some instances the correct driver may have been installed, but the printer may still not be functioning.
Some printers and printer drivers have numerous software and parameter settings or switches.
In these instances, check the printer software and parameter settings.

71. Windows-Specific Networking Software Connection Troubleshooting

72. Error Messages
The NIC driver software issues will most likely include incorrect versions of the driver, corrupt drivers, or incompatible drivers.
The correct driver can usually be downloaded from the manufacturer website.

73. Incorrect Parameter Setting/Switches
In some instances, NICs and NIC drivers are installed that have numerous configuration software and parameter settings or switches.
The correct driver may have been installed however, the NIC may still not be functioning.
Sometimes after installing the drivers, specific settings or switches must be configured to allow the NIC to work properly.

74. Incorrect Protocols or Protocol Properties
For the system to successfully log on to the network, the protocols must be set correctly.
Find out what type of protocol the network is using, whether it is TCP/IP or IPX/SPX or another protocol.
Then access the properties page of the network setting.
Check the protocol properties to see if they are set properly.

75. Incorrect Client or Client Properties
The proper Client and/or Client Properties must also be installed.
Without the proper Clients installed, users will not be able to access the resources on the servers.

76. Missing or Incorrect Bindings
Transport protocols are assigned to run on specific network adapters.
When a protocol runs on a specific network adapter, the protocol and adapter are bound to each other.
The most frequently used protocol is listed first in the protocol binding on the NIC.
The act of creating this association between protocols and adapters is called binding.

77. Incorrect Service Selection
File and Print Sharing Services is a popular service that is in just about every network.
If this is not installed, files or printers cannot be shared with anyone on the network.

78. Incorrect Primary Network Logon Settings
If a user cannot log on, they will not be able to access the desktop or any of the network resources.
If this happens, log on with the administrator account and check the account settings to see if they are correct.
Check the password setting and make sure that it has not expired or been locked out.

79. Incorrect Computer Name or Workgroup Name
Another feature that will make the system unable to access the network is an incorrect computer name or workgroup name.
The computer may be a part of a particular workgroup, and, if it has an incorrect workgroup name, then it will be denied network access.

80. Network Troubleshooting Software Utilities
The PING.EXE utility is short for Packet Internet Groper.
It is used to determine whether a specific IP address is accessible.
It works by sending a packet to the specified address and waiting for a reply.
PING is used primarily to troubleshoot Internet and network connections.

81. Network Troubleshooting Software Utilities
TRACERT.EXE is a utility that traces a packet from the computer to an Internet host. It shows how many hops the packet requires to reach the host and how long each hop takes.

82. Network Troubleshooting Software Utilities
The WINIPCFG.EXE is a tool that shows the basic IP networking settings of a Windows 95, Windows 98, or Windows ME computer.
This will not work on NT or 2000 systems.
IP addresses are allocated and assigned by the Dynamic Host Configuration Protocol (DHCP).

83. Network Troubleshooting Software Utilities
The IPCONFIG.EXE utility is the Windows NT/2000 equivalent of the WINIPCFG.EXE command in Windows 95, 98, and ME.
It performs the same functions as the WINIPCFG.EXE command in that it allows users to view all the IP address information as well as the WINS server addresses, DNS server addresses, and the DHCP server addresses.

84. Network Troubleshooting Software Utilities
The NetStat utility displays the current TCP/IP network connections and protocols information for the computer.
The NetStat command displays the contents of various network-related data structures.
There are a number of output formats, depending on the options for the information presented.

85. Windows 9x/NT/2000/XP Help

86. Help and Troubleshooting Files
The Windows 9x and 2000/XP Help files are more comprehensive than the Windows NT help files.
Access the Help files utility from the Start Menu or from the Help icon located on the Standard Toolbar.
The Help and Troubleshooting Files contain several entries with information regarding common Windows issues.

87. Help and Troubleshooting Files
Window XP includes a new help feature called the Help and Support Center.
The Help and Support Center home page includes links to basic tools and utilities such as Disk Defragmenter, System Configuration Utility, Network Diagnostics, and Windows Update.
All of these utilities can be run from the Help and Support Center window.

88. Troubleshooting and Information Resources
There is a solution for almost every troubleshooting issue in these resource kits.
They provide CDs and textbooks with thousands of pages of in-depth technical information that provide reference material when researching a problem.
They also provide many added features and troubleshooting tools.