Chapter Overview

1
Chapter Overview

• Basic Troubleshooting Techniques
• Windows Troubleshooting Tools
• Client Relations

2
Troubleshooting

• Recognize that troubleshooting may be a
  technicians most difficult task.
• Develop a plan of action after diagnosing a
  problem.
• Approach the problem in an organized and
  methodical manner.
• Quickly eliminate alternatives to focus on the
  cause of the problem.

3
The Five Phases of Troubleshooting
4
Basic Windows Troubleshooting Approach

• Start by gathering information about the problem
  and the system.
• Determine if the system will boot, and look for
  an obvious problem.
• Localize and identify the problem.
• Define an action plan that uses appropriate
  tools.

5
Basic Windows Troubleshooting Approach (Cont.)

• Resolve the problem.
• Minimize the potential for recurrence by taking
  steps to eliminate further harm to the system.
• Document your work.

6
Performing a Differential Diagnosis

• Differential diagnosis involves examining system
  behavior and filtering out the most likely
  problem.
• If a symptom is linked to an action, then that
  action is the most likely cause.
• In developing a differential diagnosis, you
  should
• Identify possible causes and work to eliminate
  all but one
• Validate your assumption by testing the solution
• Observe where in the operational cycle the
  problem occurs

7
Three Components of the Operational Cycle
8
Experience Is Key

• Check out initial hunches first. If the problem
  is not solved, follow the plan.
• Have a disaster recovery plan that uses backups
  to restore systems in the case of a corrupt
  operating system (OS) or hard disk drive crash.
• Follow the natural order of working through each
  phase.

9
Startup Issues

• If the OS fails to load, hardware or driver
  problems are often the cause.
• Identify any changes to the system.
• Ask questions to determine the users skill
  level.
• Explore the possibility of a virus.
• Identify the proper tools to use.

10
Operational Issues

• Applications, network connections, and system
  services can cause isolated problems.
• If a device attached to the system is not
  working, the problem may be the driver or
  conflicts with another device.
• System-wide devices or services might cause
  erratic problems.

11
Shutdown Issues

• Some of the most difficult problems to diagnose
  are computers that
• Hang unexpectedly during normal operation
• Restart unexpectedly
• Hang during shutdown or refuse to shut down
• These problems can stem from faulty device
  drivers, runaway system processes, malfunctioning
  applications, memory management problems, or
  hardware problems.

12
Working Through the Phases

• Ensure that all hardware meets system and
  compatibility requirements.
• Search the Knowledge Base on the Microsoft Web
  site or the Microsoft TechNet Subscription CD-ROM
  or DVD.
• Ensure that the system is receiving adequate and
  clean power.
• Use a virus program to rule out infection.

13
System Startup in Safe Mode and Command Mode

• Problems during the power-on self test (POST) are
  almost always directly related to hardware.
• If the system still fails after you remove
  suspect hardware, you should use safe mode.
• Pressing F8 after the POST invokes safe mode.
• If safe mode is not possible, you can use command
  mode.
• Microsoft Windows 2000 and Microsoft Windows NT
  can start the system in Last Known Good
  Configuration.

14
Operating System Management Tools
15
Operating System Management Tools (Cont.)
16
Operating System Management Tools (Cont.)
17
Operating System Management Tools (Cont.)
18
Operating System Management Tools (Cont.)
19
Operating System Management Tools (Cont.)
20
Operating System Management Tools (Cont.)
21
Operating System Management Tools (Cont.)
22
Operating System Management Tools (Cont.)
23
The Windows 2000 Computer Management Snap-In
24
The Windows 98 MSI Tool
25
Using the Windows 98 System Configuration Utility
26
Using Device Manager to Troubleshoot Windows
27
Shutdown and Related Problems

• Shutting down Microsoft Windows improperly can
  corrupt data.
• Technicians should educate users on the proper
  way to shut down their computers.
• When a system hangs during shutdown, it is
  typically due to an application that is not
  releasing resources.
• Two useful troubleshooting tools are selective
  startup and Task Manager.
• Selectively choosing the options to load during
  startup can help isolate the problem.

28
Using Task Manager

• Task Manager is not available in Microsoft
  Windows 9x.
• Pressing CtrlAltDel invokes Task Manager.
• If there is unusually high CPU usage, the system
  might be running low on resources.
• If you suspect an application, you should close
  it and observe the result in Task Manager.

29
The Performance Tab
30
The Windows 98 System Monitor
31
The Windows 98 Resource Meter
32
Registry Recovery

• Registry recovery is a necessary skill for any
  technician because Registry corruption is a fact
  of life.
• The Registry recovery process varies, depending
  on whether Windows 98 or Windows 2000 is
  installed on the system.

33
Troubleshooting the Windows 9x Registry Startup

• The Registry Checker inspects and backs up the
  Registry when the system is started.
• If it encounters an error, it restarts the
  computer in scan mode to try to fix the error.
• If the Registry Checker cannot automatically run,
  you can start it manually from a DOS prompt.
• Pressing F8 to start a DOS prompt allows you to
  run SCANREG /FIX.

34
Restoring the Windows 9x Registry from a Backup

• Replace the current Registry from a backup copy
  if the Registry is corrupt.
• Press F8 to restart the system in MS-DOS mode.
• Type scanreg /restore to start the Registry
  Checker in restore mode.
• Select the last known good Registry backup from
  the list of .cab files.
• If new hardware caused the problem, remove it
  from the system before the Registry repair.

35
Using the Windows 2000 Recovery Console

• Can be used to restore a damaged or corrupt
  Registry
• Can be used with an emergency repair disk (ERD)
  to recover the system
• Is not automatically installed during a normal
  Windows 2000 setup
• Must be used with care improper use could cause
  loss of data and possibly damage the system

36
Recovery Console Procedure

• Start the Recovery Console rather than the OS.
• Use the CD command to change to the
  X\Winnt\Repair\Regback directory.
• Copy files you want to restore to the
  X\System Root\System32\Config directory.
• Completely restore the Registry by copying five
  files from the Regback directory Default, SAM
  (Security Account Management), Security,
  Software, and System.
• Ensure that all files have been copied to the
  Config directory then exit and restart the
  system.

37
MS-DOS Application Incompatibilities

• Windows 9x and Windows 2000 might have problems
  with some MS-DOS applications.
• Improved memory management allows most MS-DOS
  applications to run better in newer versions of
  Windows than in Microsoft Windows 3.11.
• Some MS-DOS applications cannot locate a
  recognizable MS-DOS version and do not run.
• Some legacy MS-DOS applications use resources in
  a way that is incompatible with Windows and can
  cause the system to hang.

38
Supporting MS-DOS Legacy Applications

• MS-DOS applications check the version number of
  MS-DOS before running.
• If the application reads a version it does not
  recognize, it crashes.
• To trick the application into reading the version
  it expects, include the following line in the
  CONFIG.SYS file devicec\windows\setver.exe

39
Supporting Legacy Windows 3.x Applications

• Find the name of the applications module by
  using QuickView.
• If necessary, install QuickView with Add/Remove
  Programs in Control Panel.
• Add the following section to the WIN.INI
  fileCompatibilitymodule_name 0x00200000

40
Other MS-DOS Workarounds
41
Advanced Options for MS-DOS Workarounds
42
Printing Problems

• The Windows 9x online help includes the Print
  Troubleshooter.
• If the Print Troubleshooter does not help solve
  the problem, you can use the Enhanced Print
  Troubleshooter (EPTS).
• You can copy it from the EPTS directory on the
  distribution CD-ROM to the hard disk drive.
• EPTS.EXE runs a more detailed version of the
  standard online help troubleshooter.

43
If the Printer Does Not Print

• Make sure the power is on and the printer is
  online.
• Check the cable connections.
• Verify that the printer has paper.
• Clear any paper jams.
• Clear the print buffer.

• Make sure the driver and printer are in the same
  mode.
• Send a print job directly to the printer.
• Print from another application.
• Delete and reinstall the printer.
• Print to a file and copy the file to the printer
  port.

44
If the Printer Takes Too Long to Print

• Ensure that spooling is enabled and Windows is
  spooling.
• Make sure the drive has enough disk space.
• Defragment the hard disk.

• Check for sufficient system resources.
• Upgrade the printer driver if possible.
• Make sure that Windows is sending TrueType fonts
  as outlines, not bitmaps.

45
If Printouts Contain Random Characters

• Make sure the printer language and type are
  correctly identified.
• Verify that there is enough printer memory.
• Print directly to the printer.

• Use ready to print (RAW) spooling instead of
  Enhanced Metafile Spooling (EMF).
• Print one job at a time.
• Make sure the printer can support the printable
  region.

46
Other Printing Troubleshooting Tips

• If the Print command on the File menu is dimmed,
  verify that a printer driver is installed.
• If you cannot print from an MS-DOS program, go to
  the printer properties sheet and deactivate the
  Spool MS-DOS Print Jobs option.

47
Getting Organized and Keeping Records

• Providing efficient and effective service is as
  important as resolving hardware or software
  problems.
• The key to efficiency, effectiveness, and success
  is organization and good record-keeping.
• Updating your records each time you perform a
  service saves you time in the long run.
• You should create a database of essential
  information for each computer you work on.

48
Suggested Types of Information to Document

• Use unique and descriptive computer names.
• Document all technical information about the
  system.
• Save all unique data to floppy disks.
• Keep an incident log for each computer.

49
Levels of Support

• Large organizations can separate support
  functions into several levels.
• Some support can be delegated, based on user
  knowledge and organization size.
• Proper delegation of technical support functions
  can save time for everyone.

50
Level 1 Designated, On-Site User

• A designated user in each department can handle
  simple technical support and most trivial
  problems.
• The designated user should have a basic knowledge
  of computers.
• A knowledgeable on-site source can assist you
  effectively.

51
Level 2 Telephone Support

• Telephone support offers a quick solution to
  common problems.
• Getting information over the phone can help you
  prepare for on-site repair.

52
Level 3 On-Site Service

• Decide whether to service the system on-site or
  bring it back to your workplace by asking the
  following questions
• Will repairs interfere with the users work?
• Will the users location interfere with your
  work?
• Is the computer in a high-traffic area?
• Will the user want to help?
• Do you have enough space to work?

53
Spare Parts

• Manage your spare parts inventory by
• Knowing the frequency of failures and number of
  replacement parts you will need
• Knowing how long it takes to get replacement
  parts and ordering them appropriately
• Knowing how quickly your suppliers can provide
  parts
• Buying spare components in bulk whenever possible
• Standardizing your parts to keep your inventory
  small

54
Standardization

• In large organizations, standardization reduces
  the number of spare parts required.
• Standardization is not always possible.
• You should standardize whatever you can control.
• You should establish standards for groups of
  similar systems.
• When you have computers with little in common,
  setting standards such as common interrupt
  requests (IRQs) can be very worthwhile.

55
Customer Service

• The bottom line in computer repair is customer
  service
• The following are two methods for handling
  initial support calls
• The call is routed to a central help desk, and
  then routed to a support team member
• Any member of the support team can respond to a
  call
• Handling support calls professionally is critical
  to your business success

56
Handling a Support Call

1. The greeting briefly identify the caller and
   nature of the problem
2. The description obtain a description by guiding
   the conversation and keeping it focused
3. The interview ask short, logical, and simple
   questions
4. The closure assess, evaluate, and provide a plan
   of action

57
Reports and Logs

• Keep a client profile log describing each client
  and their business.
• Ask the client for referrals and ask if you can
  use them as a reference.
• Keep written records of referrals and contact the
  referred person as soon as possible.
• Leave business cards with clients and ask them to
  distribute the cards.
• Call the client after a few days to ensure that
  the problem has been resolved.

58
Difficult Clients and Coworkers

• Provide training information to users who need
  training.
• Put instructions in writing for clients who
  cannot remember instructions.
• Make advanced users part of the solution, not the
  problem.
• Require users who complain about trivial problems
  to put them in writing.

59
Escalating Problems and Documenting the Closure

• If the problem is outside your expertise, track
  the progress of the responsible person.
• If you are an independent service provider, find
  a solution.
• If you resolved the problem previously but did
  not document the solution
• Pass the information along to other team members
• Keep good documentation for future reference
• Document the closure once the service call is
  completed.

60
Chapter Summary

• Effective troubleshooting requires approaching
  the problem in an organized and methodical
  manner.
• Make a plan, follow it, and document everything
  you do.
• Windows 2000 and Windows 98 share many common
  troubleshooting tools.
• Basic troubleshooting principles apply to OS and
  hardware problems.
• You should understand the three levels of support
  and delegate service requests to the appropriate
  level.
• Outstanding customer service is critical to being
  a successful computer technician.