MCDST 70272: Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Ope

1
MCDST 70-272 Supporting Users and
Troubleshooting Desktop Applications on a
Microsoft Windows XP Operating System
Chapter 10 Configure and Troubleshoot Devices
and Connectivity
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Objectives

• Identify and troubleshoot problems with locally
  attached devices
• Describe networking components and
  interconnectivity
• Identify and troubleshoot network connectivity
  problems

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Identifying and Troubleshooting Problems with
Locally Attached Devices

• To identify and troubleshoot locally attached
  devices, you will need to develop proficiency
  with the Device Manager
• Device Manager can be used to install and
  troubleshoot storage devices and printers

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Resolving Driver Issues with Device Manager

• Device Manager provides information on
• How the hardware is installed and configured
• How the hardware interacts with the computers
  programs
• To access the Device Manager
• Click the Start menu, right-click My Computer,
  and click Properties
• From the System Properties dialog box that opens,
  click the Hardware tab
• Click the Device Manager button on the Hardware
  tab

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Resolving Driver Issues with Device Manager
(continued)
Figure 10-1 Device Manager window
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Resolving Driver Issues with Device Manager
(continued)

• To view the properties for a device
• Double-click the device entry in the Device
  Manager window
• Driver tab of the Properties dialog box displays
  information about the device driver for a
  particular device
• Device driver a program that controls a device
• Every device must have a driver program

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Resolving Driver Issues with Device Manager
(continued)

• Updating a device driver
• A manufacturer may update a device driver to
  provide new capabilities or fix problems
• The files for the updated driver may be zipped
  (compressed into a self-executing file)
• Rolling back a driver
• A device driver roll back allows for the
  reinstallation of the previous driver

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Resolving Driver Issues with Device Manager
(continued)

• To uninstall a device driver
• Click the Uninstall button on the Driver tab
• Microsoft attaches digital signatures to Windows
  device drivers to let you know that the device
  driver you are installing is compatible
• To configure driver signing
• Click the Driver Signing button on the Hardware
  tab
• Choose from the three driver signing options
  shown in Figure 10-8

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Resolving Driver Issues with Device Manager
(continued)
Figure 10-8 Driver Signing Options dialog box
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Using Storage Devices

• Universal Serial Bus (USB)
• Used by removable storage devices
• Permits up to 127 mice, printers, and storage
  devices to be connected to a single serial bus
• Storage devices
• 3.5 Floppy drive
• CD-R
• CD-RW
• Zip Drive
• DVDR

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Using Storage Devices (continued)

• Storage devices (continued)
• DVD-R
• DVDRW
• DVD-RW
• USB Removable drive
• USB Mobile hard drive
• Hard drive
• Network drive

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Installing a USB Storage Device

• Steps for installing most USB devices on
  computers running Windows XP
• If needed, power on the device
• Plug the device or device cable into a USB port
  (the device will be detected and the proper
  device drivers installed)

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Troubleshooting Local Storage Device Problems

• Messages and dialog boxes that you might see
• HI-SPEED USB Device Plugged into non-HI-SPEED USB
  Hub message
• Problem Ejecting USB Mass Storage Device dialog
  box
• Low Disk Space balloon
• A message indicating that the disk is full
• Disk Cleanup can free up space on your hard drive

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Working with Printers Installing Local Printers

• For most printers, you can let Windows XP install
  the printer using Plug and Play (PNP)
• With USB and PNP, steps for installing a new
  printer
• Power on the printer
• Plug in the USB cable between printer and
  computer
• Wait for PNP to install the printer

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Installing Local Printers (continued)

• If PNP fails to install a printer, you can use
  the Add Printer wizard
• Steps for starting the Add Printer wizard
• Click Start
• Click Printer and Faxes
• Click the Add a printer link

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Installing Local Printers (continued)
Figure 10-23 Add Printer wizard - Local or
Network Printer page
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Troubleshooting Printers and Print Jobs

• Items to check at the printer
• Power
• Connectivity
• Online
• Hardware
• Paper
• Manual print

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Troubleshooting Printers and Print Jobs
(continued)

• Items to check at the computer
• Print driver
• Test page
• Printer dialog box
• Test print
• Test application

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Troubleshooting Printing at the Application Level

• Windows XP troubleshooters
• Wizards that guide you through the steps to
  diagnose and fix known computer-related problems
• Can help you resolve printing problems

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Troubleshooting Printing at the Application Level
(continued)
Figure 10-28 A list of potential problems
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Describing Networking Components and
Interconnectivity Clients and Servers

• Network a series of computer devices or nodes
  interconnected by communication paths
• Client/server model
• Client a desktop computer that accesses, or
  makes use of, network resources
• Server a computer that provides network
  resources to other computers and their users

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Clients and Servers (continued)

• Peer-to-peer networks
• Employ desktop computers that are peers (or
  equals capable of being both clients and servers)
• Small Office Home Office (SOHO) network
• An example of a peer-to-peer network
• Serves the needs of the small or home office
  environment

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Clients and Servers (continued)
Figure 10-30 Peer-to-peer network
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Clients and Servers (continued)
Figure 10-31 Client/server network
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LANs, MANs, and WANs

• Local Area Networks (LANs)
• LAN group of computers and other network devices
  that share a common communications line or
  wireless link
• Scope of the network is limited to a small
  geographic area (for example, within an office
  building)

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LANs, MANs, and WANs (continued)

• Metropolitan Area Networks (MANs)
• MAN interconnects users and computer resources
  in a geographic area larger than that covered by
  even a large local area network
• Used to describe the interconnection of networks
  in a city into a single larger network
• Wide Area Networks (WANs)
• WAN a geographically dispersed
  telecommunications network
• A WAN may be privately owned or rented, but the
  term usually connotes the inclusion of public
  networks

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Network Hardware

• Network wiring
• There are a number of network wiring types, each
  with specific characteristics cable type, speed,
  length limitations, and other restrictions
• The LAN cable is plugged into a LAN connector on
  the back of the computer
• Many newer models of computers come with an
  on-board LAN connector (or RJ-45 connector)

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Network Hardware (continued)

• If your computer does not have an on-board LAN
  connector, you will need to
• Locate the preinstalled Network Interface Card
  (NIC)
• Install a NIC
• Every client or server must have at least one NIC

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Network Hardware (continued)

• Hubs
• Copy frames from a single input port to the other
  ports so all devices on the segment can see all
  the frames
• Switches
• Channel incoming frames from any of multiple
  input ports to the specific output port on the
  segment
• Routers
• Forward packets from one network segment to the
  next network segment

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Network Hardware (continued)
Figure 10-32 Network equipment
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Network Hardware (continued)

• Network printers
• It makes good economic sense to share a printer
• Sharing a printer on the network makes that
  printer available to several users

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Networking Software

• A network operating system (NOS) includes special
  functions for connecting computers and devices
  into a local area network (LAN)
• Services for network servers
• Domain Controller (DC) manages access to network
  resources
• File and print services stores data files and
  provides print support
• Domain Name System (DNS) resolves computer names
  into Internet addresses

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Identifying and Troubleshooting Network
Connectivity Problems

• Categories of problems
• Hardware including NICs and modems
• TCP/IP addressing including the configuration of
  IP addressing
• Name resolution including DNS and NetBIOS name
  resolution
• Remote connection including dial and
  authentication
• Network security including ICF

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Troubleshooting Hardware Problems

• Troubleshooting Network Interface Cards
• Check the physical connection between the network
  cable and the NIC
• Use the software tools available within the Local
  Area Connection properties to determine if a NIC
  is operating properly in the computer
• Find out the number of packets sent from your NIC
  and received by your NIC

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Troubleshooting Hardware Problems (continued)

• Troubleshooting modems
• Verify that the modem has power (if it is
  external)
• Check the cable connections
• Use the modem diagnostics to further test the
  modem

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Troubleshooting Hardware Problems (continued)
Figure 10-34 Modem diagnostics
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Troubleshooting TCP/IP Problems

• TCP/IP a suite of protocols developed to allow
  cooperating computers to communicate across a
  network, including the Internet
• Troubleshooting IP addressing
• An IP address includes a network ID and a host ID
• All nodes on the same physical network segment
  must have the same network ID
• Each node is assigned a host ID

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Troubleshooting TCP/IP Problems (continued)

• Using Ping to test connectivity
• Ping utility used for desktop connectivity
  issues
• Ping allows you to determine if a desktop can
  send/receive from an adjacent device
• Using the ipconfig command to verify IP
  configurations
• ipconfig command desktop IP configuration issues
• ipconfig/all obtains a detailed listing of the
  desktop configuration information

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Troubleshooting TCP/IP Problems (continued)

• Troubleshooting APIPA addressing
• Automatic Private IP Addressing (APIPA) allows
  computers to self-assign IP address
  configurations
• ipconfig can verify that APIPA is enabled and an
  IP address in the APIPA range was assigned
• ipconfig/renew can ask the computer to request
  an IP address

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Troubleshooting Name Resolution Problems

• When you install Windows XP Professional, you
  must specify the computer name
• Fully qualified domain name (FQDN) uniquely
  defines a host on the IP network
• Network Basic Input Output System (NetBIOS) an
  application programming interface (API) used by
  programmers to access services on a LAN
• DNS servers provide name resolution for larger
  networks

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Troubleshooting Name Resolution Problems
(continued)

• To provide faster host name resolution, the DNS
  resolver places entries in a DNS resolver cache
  on the local computer
• Troubleshooting DNS name resolution
• Two possible name resolution problems
• A user receives no response when using an
  application that needs to resolve a host name
• The users application receives a response from
  the DNS server but the information returned is
  incorrect

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Troubleshooting Name Resolution Problems
(continued)

• Troubleshooting NetBIOS
• When your computer starts up, it registers a
  unique NetBIOS name with a service indicator
• When a computer needs to use a NetBIOS service
  with another computer, a NetBIOS name to an IP
  address resolution must occur
• Windows Internet Naming Service (WINS) maps
  NetBIOS names to IP addresses

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Troubleshooting Remote Connection Issues

• To resolve dial problems, verify
• Modem is working and is properly configured
• Phone line has a dial tone
• Phone number dialed
• Ports available on the remote access server

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Troubleshooting Remote Connection Issues
(continued)

• Resolving authentication problems
• Verify the credentials of the user
• Check if remote access server is enabled and
  started
• Verify that a remote access policy is not
  prohibiting the connection

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Identify and Troubleshoot Network Security
Components

• Internet Connection Firewall (ICF) Microsofts
  implementation of a stateful packet firewall
• Troubleshooting ICF
• When you establish ICF, existing Internet
  applications may not work through the firewall
• When ICF is established, your remote users and
  customers may not be able to connect to Web
  servers on the private network
• Users may have problems browsing the network to
  locate computers and file shares

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Identify and Troubleshoot Network Security
Components (continued)

• Troubleshooting Remote Assistance and ICF
• Both inbound and outbound connections must be
  permitted on port 3389
• If your users cannot establish Remote Assistance
  connections through ICF, verify that a service
  definition exists for the Remote Desktop from the
  Services tab

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Identify and Troubleshoot Network Security
Components (continued)

• Virus detection
• Educate your users about viruses
• Make users aware of the common signs of viruses
• Install at least one commercial virus-detection
  program on your users computers
• Programs on removable storage devices may also
  contain viruses

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Summary

• This chapter explored how to
• Identify and troubleshoot problems with devices
• Resolving issues with Device Manager
• Using storage devices
• Resolving print issues
• Describe network components and
  interconnectivity
• Terminology for clients and servers
• Categories for major types of network designs
• Definitions and uses for network hardware
• Networking software

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Summary (continued)

• Troubleshoot and identify network connectivity
  problems
• Hardware problems
• LAN problems
• Name resolution problems
• Remote connection problems
• Network security components