1. Chapter Fifteen Troubleshooting Windows XP

2. Objectives Collect documentation about your systems to aid in troubleshooting and preventing problems Collect documentation about your systems to aid in troubleshooting and preventing problems Review common-sense approaches to troubleshooting Review common-sense approaches to troubleshooting Troubleshoot general problems with Windows XP Professional Troubleshoot general problems with Windows XP Professional Use some of the troubleshooting tools found in Windows XP Professional Use some of the troubleshooting tools found in Windows XP Professional

3. General Principles of Troubleshooting Troubleshooting is the art and science of systematically diagnosing and eliminating problems in a computer system Troubleshooting is the art and science of systematically diagnosing and eliminating problems in a computer system Collect information Collect information Use common-sense troubleshooting guidelines Use common-sense troubleshooting guidelines

4. Collect Information The first rule of troubleshooting: The first rule of troubleshooting: You can never have too much information You can never have too much information Computer Information File (CIF) Computer Information File (CIF) Provides detailed information about the hardware and software products that comprise your computer (and even your network) Provides detailed information about the hardware and software products that comprise your computer (and even your network) An ever-expanding accumulation of data sheets sorted into related groupings An ever-expanding accumulation of data sheets sorted into related groupings

5. Collect Information You CIF should also include nonphysical characteristics of your system You CIF should also include nonphysical characteristics of your system Essential that contents of the CIF be complete and up-to-date Essential that contents of the CIF be complete and up-to-date It is recommended that you maintain both a printed/written version and an electronic version of your CIF It is recommended that you maintain both a printed/written version and an electronic version of your CIF

6. Use Common-Sense Troubleshooting Guidelines Be patient Be patient Be familiar with your system’s hardware and software Be familiar with your system’s hardware and software Attempt to isolate the problem Attempt to isolate the problem Divide and conquer (nonessential devices) Divide and conquer (nonessential devices) Eliminate suspects Eliminate suspects

7. Use Common-Sense Troubleshooting Guidelines Undo the most recent change Undo the most recent change Investigate common points of failure Investigate common points of failure Recheck items that caused problems before Recheck items that caused problems before Try the easy and quick fix first Try the easy and quick fix first Let the fault guide you Let the fault guide you

8. Use Common-Sense Troubleshooting Guidelines Make changes one at a time Make changes one at a time Repeat the failure Repeat the failure Keep a detailed log of errors and attempted solutions Keep a detailed log of errors and attempted solutions Learn from mistakes (your own and others’) Learn from mistakes (your own and others’) Experiment Experiment

9. Event Viewer Used to view system messages regarding the failure and/or success of various key occurrences within the Windows XP Professional environment Used to view system messages regarding the failure and/or success of various key occurrences within the Windows XP Professional environment Figure 15-1: Event Viewer with System log selected

10. Event Viewer Figure 15-2: Event Viewer’s Event Properties windows displays logged event details

11. Computer Management Tool Figure 15-3: The Computer Management tool makes most management tools available through a single management console

12. Computer Management Tool The Computer Management console is divided into three sections: The Computer Management console is divided into three sections: System Tools System Tools Storage Storage Services and Applications Services and Applications

13. Computer Management Tool The System Tool contains five individual tools: The System Tool contains five individual tools: Event Viewer Event Viewer Shared Folders Shared Folders Local Users and Groups Local Users and Groups Performance Logs and Alerts Performance Logs and Alerts Device Manager Device Manager

14. Computer Management Tool The Storage section presents three tools for administering storage devices: The Storage section presents three tools for administering storage devices: Removable Storage Removable Storage Disk Defragmenter Disk Defragmenter Disk Management Disk Management

15. Computer Management Tool The Service and Applications section contains management controls for various installed and active services and applications The Service and Applications section contains management controls for various installed and active services and applications Some common controls include: Some common controls include: Services Services WMI Control WMI Control Indexing Service Indexing Service

16. Troubleshooting Wizards and Widgets Windows XP Professional includes a great many troubleshooting Wizards associated with specific system components or services Windows XP Professional includes a great many troubleshooting Wizards associated with specific system components or services Figure 15-4: Settings tab in the Display Properties applet

17. Troubleshooting Wizards and Widgets Figure 15-5: The Video Display Troubleshooter

18. Troubleshooting Installation Problems Media error Media error Domain controller communication difficulties Domain controller communication difficulties Stop message errors or halting on the blue screen Stop message errors or halting on the blue screen Hardware problems Hardware problems Dependency failures Dependency failures

19. Troubleshooting Installation Problems Figure 15-6: Event Properties dialog box

20. Troubleshooting Printer Problems Problems with network printers can often bring normal activity to a halt Problems with network printers can often bring normal activity to a halt They can occur anywhere between the printer’s power cable and the application that’s attempting to print They can occur anywhere between the printer’s power cable and the application that’s attempting to print Systematic elimination of possible points of failure is the only reliable method for eliminating such errors Systematic elimination of possible points of failure is the only reliable method for eliminating such errors

21. Troubleshooting Printer Problems Figure 15-7: The default window for any printer shows the contents of its print queue

22. Troubleshooting Printer Problems Figure 15-8: The Windows Task Manager, Process tab

23. Troubleshooting Printer Problems Table 15-1a: Printer Troubleshooting

24. Troubleshooting Printer Problems Table 15-1b: Printer Troubleshooting (continued)

25. Troubleshooting RAS Problems Check all physical connections Check all physical connections Check the communication line itself Check the communication line itself Verify the RAS configuration and the modem setup Verify the RAS configuration and the modem setup Check that both the client and server dialup configuration match Check that both the client and server dialup configuration match

26. Troubleshooting RAS Problems Figure 15-9: Setting Security options

27. Troubleshooting RAS Problems Verify that the user account has RAS privileges Verify that the user account has RAS privileges Inspect the RAS-related logs Inspect the RAS-related logs Remember that Multilink and callback do not work together Remember that Multilink and callback do not work together Autodial and persistent connections may cause a computer attempt RAS connection with each logon Autodial and persistent connections may cause a computer attempt RAS connection with each logon

28. Troubleshooting RAS Problems Table 15-2a: RAS Troubleshooting

29. Troubleshooting RAS Problems Table 15-2b: RAS Troubleshooting

30. Troubleshooting Network Problems Check to see if other clients or server or subnets are experiencing the same problem Check to see if other clients or server or subnets are experiencing the same problem Check physical network connections Check physical network connections Check protocol settings Check protocol settings Reboot the system Reboot the system Verify that the NIC drivers are properly installed Verify that the NIC drivers are properly installed Verify the domain/workgroup membership of the client Verify the domain/workgroup membership of the client

31. Troubleshooting Network Problems Figure 15-3: Network Connection Troubleshooting

32. Troubleshooting Disk Problems Windows XP Professional maintains and tunes its file system automatically Windows XP Professional maintains and tunes its file system automatically Most partition, boot sector, and drive configuration faults can be corrected or recovered using the Disk Management tool in the Computer Management utility in Administrative Tools Most partition, boot sector, and drive configuration faults can be corrected or recovered using the Disk Management tool in the Computer Management utility in Administrative Tools The only reliable means of protecting data on storage devices is to maintain an accurate and timely backup The only reliable means of protecting data on storage devices is to maintain an accurate and timely backup

33. Permission Problems Figure 15-11: Setting share permissions

34. Master Boot Record Problems The Master Boot Record (MBR) is the area of the hard drive that contains the data structure for initiating the boot process The Master Boot Record (MBR) is the area of the hard drive that contains the data structure for initiating the boot process If the MRB fails, the Emergency Repair Disk (ERD) cannot be used to repair it If the MRB fails, the Emergency Repair Disk (ERD) cannot be used to repair it Instead you must use a recovery tool of some kind, for which there are several approaches: Instead you must use a recovery tool of some kind, for which there are several approaches:

35. Using the Dr. Watson Debugger Dr. Watson Dr. Watson Windows XP Professional application debugger Windows XP Professional application debugger Detects application failures Detects application failures Logs diagnostic details Logs diagnostic details Windows XP Professional automatically launches Dr. Watson when an application error occurs Windows XP Professional automatically launches Dr. Watson when an application error occurs

36. Using the Dr. Watson Debugger Figure 15-12: Dr. Watson configuration dialog box

37. Applying Service Packs and Hot Fixes Service pack Service pack Collection of code replacements, patches, error corrections, new applications, version improvements, or service-specific configuration settings from Microsoft that corrects, replaces, or hides the deficiencies of the original product, preceding service packs, or hot fixes Collection of code replacements, patches, error corrections, new applications, version improvements, or service-specific configuration settings from Microsoft that corrects, replaces, or hides the deficiencies of the original product, preceding service packs, or hot fixes Hot fix Hot fix Similar to a service pack, except it addresses only one problem, or a small number of problems, and it may not be fully tested Similar to a service pack, except it addresses only one problem, or a small number of problems, and it may not be fully tested

38. Applying Service Packs and Hot Fixes Important points to remember about patches such as service packs and hot fixes: Important points to remember about patches such as service packs and hot fixes: Always make a backup or your system before applying any type of patch Always make a backup or your system before applying any type of patch Be sure you’ve retrieved a patch for the correct CPU type and language version Be sure you’ve retrieved a patch for the correct CPU type and language version Always read the readme and Knowledge Base Q documents for each patch Always read the readme and Knowledge Base Q documents for each patch Update your Emergency Repair Disk (ERD) both before and after applying a patch Update your Emergency Repair Disk (ERD) both before and after applying a patch

39. Applying Service Packs and Hot Fixes Make a complete backup of the Registry using the Registry Editor or the REGBACK utility on the Microsoft Windows XP Professional Resource Kit Make a complete backup of the Registry using the Registry Editor or the REGBACK utility on the Microsoft Windows XP Professional Resource Kit Export the disk configuration data from Disk Administrator Export the disk configuration data from Disk Administrator Because service packs rewrite many system-level files, you must disconnect all current users, exit all applications, and temporarily stop all unneeded services before installing any service pack or patch Because service packs rewrite many system-level files, you must disconnect all current users, exit all applications, and temporarily stop all unneeded services before installing any service pack or patch

40. Applying Service Packs and Hot Fixes To locate Microsoft Knowledge Base documents, visit or use one of these resources: To locate Microsoft Knowledge Base documents, visit or use one of these resources: Web site: http://support.microsoft.com/ Web site: http://support.microsoft.com/ TechNet CD TechNet CD Microsoft Network Microsoft Network Resource Kit documentation (online help file) Resource Kit documentation (online help file)

41. Applying Service Packs and Hot Fixes To determine what service packs have been applied to your system, you can use one of the following techniques: To determine what service packs have been applied to your system, you can use one of the following techniques: Enter WINVER from command prompt to view an About Windows dialog box Enter WINVER from command prompt to view an About Windows dialog box Select Help, About Windows from the menu bar of any native tool such as My Computer or Explorer Select Help, About Windows from the menu bar of any native tool such as My Computer or Explorer Use the Registry Editor to view the CSDVersion value in the HKEY_LOCAL_MACHINE\SOFTWARE\Micro- soft\WindowsNT\CurrentVersion Use the Registry Editor to view the CSDVersion value in the HKEY_LOCAL_MACHINE\SOFTWARE\Micro- soft\WindowsNT\CurrentVersion

42. Microsoft Troubleshooting References The Microsoft Windows Web site: The Microsoft Windows Web site: http://microsoft/windows/ http://microsoft/windows/ The Knowledge Base The Knowledge Base TechNet TechNet Resource Kits Resource Kits

43. Chapter Summary There are several common-sense principles of troubleshooting you should always follow There are several common-sense principles of troubleshooting you should always follow Information is the most valuable troubleshooting tool Information is the most valuable troubleshooting tool Windows XP Professional tools most often used for troubleshooting are Event Viewer and the Computer Management tool Windows XP Professional tools most often used for troubleshooting are Event Viewer and the Computer Management tool

44. Chapter Summary There are five common installation problems: There are five common installation problems: Media errors Media errors Domain controller communication difficulties Domain controller communication difficulties Stop message errors or halts on the blue screen Stop message errors or halts on the blue screen Hardware problems Hardware problems Dependency failures Dependency failures

45. Chapter Summary Printer problems are most often associated with physical configuration or spooling problems Printer problems are most often associated with physical configuration or spooling problems RAS and network problems may be caused by several types of problems, but the most common type arises from misconfiguration RAS and network problems may be caused by several types of problems, but the most common type arises from misconfiguration Service packs and hot fixes are used to repair portions of Windows XP Professional after its release Service packs and hot fixes are used to repair portions of Windows XP Professional after its release