1 / 47

Objectives

70-270: MCSE Guide to Microsoft Windows XP Professional Second Edition, Enhanced Chapter 15: Troubleshooting Windows XP. Objectives. Understand the general principles of troubleshooting Use troubleshooting tools Troubleshoot installation and printer problems

blythe-blackburn
Download Presentation

Objectives

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. 70-270: MCSE Guide to Microsoft Windows XP ProfessionalSecond Edition, EnhancedChapter 15: Troubleshooting Windows XP

  2. Objectives • Understand the general principles of troubleshooting • Use troubleshooting tools • Troubleshoot installation and printer problems • Troubleshoot RAS and network problems • Troubleshoot disk problems and other issues • Apply services packs and hot fixes • Understand the use of Microsoft troubleshooting references Guide to MCSE 70-270, Second Edition, Enhanced

  3. General Principles of Troubleshooting • Take action to resolve issues at hand as quickly as possible • Troubleshooting • Art and science • Systematically diagnosing and eliminating problems in computer system • Usually fairly tedious process Guide to MCSE 70-270, Second Edition, Enhanced

  4. Collect Information • Can never have too much information • Information is best weapon: • For resolving problems • For preventing them in the first place • Information areas: • System (hardware and software) • Previous troubleshooting, maintenance, and configuration activities • Current problem Guide to MCSE 70-270, Second Edition, Enhanced

  5. Collect Information (continued) • Preventive maintenance • Computer information file (CIF) • Detailed information about hardware and software products that make up computer • Not just a single file • Ever-expanding accumulation of data sheets sorted into related groupings • Should be stored in protected area Guide to MCSE 70-270, Second Edition, Enhanced

  6. Collect Information (continued) • Computer information file (CIF) • Should be accessible in event of an emergency • Constructing CIF from scratch is a lengthy process • CIF information: • Platform, type, brand, and model number of each component • Complete manufacturer specifications Guide to MCSE 70-270, Second Edition, Enhanced

  7. Collect Information (continued) • CIF information: • Configuration settings, including jumpers and dip switches, as well as what each setting means • Manual, user’s guide, or configuration sheets • Version of BIOS, driver software, patches, fixes, and so on, with floppy copies • Printed and floppy copies of all parameter and initialization files Guide to MCSE 70-270, Second Edition, Enhanced

  8. Collect Information (continued) • CIF information: • Detailed directory structure printout • Names and versions for all installed software • Network-assigned names, locations, and addresses • Status of empty ports or slots, upgrade options, or expansion capabilities • System requirements, such as the manufacturer’s listed minimum system requirements for its operating system, drivers, applications, hardware, etc. Guide to MCSE 70-270, Second Edition, Enhanced

  9. Collect Information (continued) • CIF information: • Warranty information, such as service phone numbers and e-mail addresses, and support Web sites • Complete technical support contact information • Error log with detailed and dated entries of problems and solutions • Date and location of the last complete backup • Location of backup items and original software • Network layout and cabling map Guide to MCSE 70-270, Second Edition, Enhanced

  10. Collect Information (continued) • CIF information: • Copies of all software, the operating system, and driver installation or source CDs and/or floppies • Nonphysical characteristics of your system • Items in CIF should be dated and initialed • Essential that contents of the CIF be complete and up to date Guide to MCSE 70-270, Second Edition, Enhanced

  11. Collect Information (continued) • Maintain both: • Printed or written version • Electronic version Guide to MCSE 70-270, Second Edition, Enhanced

  12. System Information Tool Guide to MCSE 70-270, Second Edition, Enhanced

  13. Use Commonsense Troubleshooting Guidelines • Problems tend to occur: • When you are stressed • Short on time • When it is just generally inconvenient • Troubleshooting tips: • Be patient • Be familiar with your system’s hardware and software • Attempt to isolate the problem • Divide and conquer Guide to MCSE 70-270, Second Edition, Enhanced

  14. Use Commonsense Troubleshooting Guidelines (continued) • Troubleshooting tips: • Eliminate suspects • Undo the most recent change • Investigate common points of failure first • Recheck items that have caused problems before • Try the easy and quick fix first Guide to MCSE 70-270, Second Edition, Enhanced

  15. Use Commonsense Troubleshooting Guidelines (continued) • Troubleshooting tips: • Let the fault guide you • Make changes one at a time • Repeat the failure • Keep a detailed log of errors and attempted solutions • Learn from mistakes (your own and others’) • Experiment Guide to MCSE 70-270, Second Edition, Enhanced

  16. Troubleshooting Tools • Become familiar with the repair and troubleshooting tools native to Windows XP • Can save time later • Tools: • Event viewer • Computer Management Guide to MCSE 70-270, Second Edition, Enhanced

  17. Event Viewer • Used to view system messages • Information about: • System drivers or service failures • Security problems • Misbehaving applications Guide to MCSE 70-270, Second Edition, Enhanced

  18. Event Viewer, System Log Guide to MCSE 70-270, Second Edition, Enhanced

  19. Event Viewer • System log • Security log • Application log • Directory service • DNS Service • File Replication Service Guide to MCSE 70-270, Second Edition, Enhanced

  20. Event Viewer (continued) • All logs collect the same meta-information about each event: • Date • Time • Source • Category • Event • User ID • Computer Guide to MCSE 70-270, Second Edition, Enhanced

  21. Event Viewer (continued) • Logged events include some level of detail about the error: • Error code number • Detailed description with memory HEX buffer capture Guide to MCSE 70-270, Second Edition, Enhanced

  22. Event Viewer, Event Properties Dialog Guide to MCSE 70-270, Second Edition, Enhanced

  23. Computer Management Tool • Large number of tools are collected into single interface • Found in Administrative Tools application within Control Panel • Makes locating and resolving problems on key system components easier than ever before Guide to MCSE 70-270, Second Edition, Enhanced

  24. Computer Management Tool (continued) Guide to MCSE 70-270, Second Edition, Enhanced

  25. Computer Management Tool (continued) • Sections: • System Tools • Storage • Services and Applications Guide to MCSE 70-270, Second Edition, Enhanced

  26. System Tools • Event Viewer • Shared Folders • Local Users and Groups • Performance Logs and Alerts • Device Manager Guide to MCSE 70-270, Second Edition, Enhanced

  27. Storage • Removable Storage • Disk Defragmenter • Disk Management Guide to MCSE 70-270, Second Edition, Enhanced

  28. Services and Applications • Services • WMI Control • Indexing Service Guide to MCSE 70-270, Second Edition, Enhanced

  29. Troubleshooting Wizards • Many troubleshooting Wizards associated with specific system components or services Guide to MCSE 70-270, Second Edition, Enhanced

  30. Settings Tab, Display Applet Guide to MCSE 70-270, Second Edition, Enhanced

  31. Video Display Troubleshooter Guide to MCSE 70-270, Second Edition, Enhanced

  32. Troubleshooting Installation Problems • Windows XP Professional is susceptible to several types of errors • Error types: • Media errors • Domain controller communication difficulties • Stop message errors or halting on the blue screen • Hardware problems • Dependency failures Guide to MCSE 70-270, Second Edition, Enhanced

  33. Troubleshooting Printer Problems • Printing problems occur anywhere • Only reliable troubleshooting method: • Systematic elimination of possible points of failure Guide to MCSE 70-270, Second Edition, Enhanced

  34. Troubleshooting RAS Problems • Numerous points of possible failure • Configuration of the computers on both ends • Modem settings • Condition of communications line Guide to MCSE 70-270, Second Edition, Enhanced

  35. Troubleshooting Network Problems • Problems range from: • Faults in network cables or hardware • Misconfigured protocols • Workstation or server errors • Hardware devices are just as suspect as software components • May need to perform some electrical tests, change physical settings, etc. Guide to MCSE 70-270, Second Edition, Enhanced

  36. Troubleshooting Network Problems Guide to MCSE 70-270, Second Edition, Enhanced

  37. Troubleshooting Disk Problems • Hard drive is component on your computer that experiences most activity • Drive failures are common • Use Disk Management tool • Located in Computer Management utility in Administrative Tools Guide to MCSE 70-270, Second Edition, Enhanced

  38. Miscellaneous Troubleshooting Issues • Other troubleshooting issues: • Permission problems • MBR problems • Dr. Watson Guide to MCSE 70-270, Second Edition, Enhanced

  39. Permissions Problems • Usually occur: • When user is a member of groups with conflicting permissions • When permissions are managed on per-account basis • To test: • Attempt same actions and activities with Administrator privileges • Examine access control lists (ACLs) Guide to MCSE 70-270, Second Edition, Enhanced

  40. Master Boot Record Problems • If MBR fails: • Emergency repair disk (ERD) cannot be used to repair it • Must use recovery tool • From Recovery Console: • Use FIXMBR command • From DOS: • Use FDISK/MBR command Guide to MCSE 70-270, Second Edition, Enhanced

  41. Using the Dr. Watson Debugger • Application error debugger • Diagnostic tool detects application failures and logs diagnostic details • Data is stored in the Drwtsn32.log file • Can be configured to save memory dump of application’s address space • Automatically started when application error occurs Guide to MCSE 70-270, Second Edition, Enhanced

  42. Dr. Watson Configuration Dialog Box Guide to MCSE 70-270, Second Edition, Enhanced

  43. Applying Service Packs and Hot Fixes • Service pack is collection of: • Code replacements • Patches • Error corrections • New applications • Version improvements • Corrects, replaces, or hides deficiencies of original product, preceding service packs, or hot fixes Guide to MCSE 70-270, Second Edition, Enhanced

  44. Applying Service Packs and Hot Fixes (continued) • Hot fix • Similar to a service pack • Addresses only single problem, or small number of problems • May not be fully tested • Service packs are cumulative Guide to MCSE 70-270, Second Edition, Enhanced

  45. Microsoft Troubleshooting References • The Microsoft Windows Web site • The Knowledge Base • TechNet • Resource Kits Guide to MCSE 70-270, Second Edition, Enhanced

  46. Summary • No matter what problems or errors are discovered, there are several commonsense principles of troubleshooting you should always follow • Information is the most valuable troubleshooting tool • Five common installation problems • Printer problems are most often associated with physical configuration or spooling problems Guide to MCSE 70-270, Second Edition, Enhanced

  47. Summary (continued) • RAS and network problems may be caused by several types of issues, but the most common types arise from misconfiguration • Service packs and hot fixes repair portions of Windows XP Professional after its release Guide to MCSE 70-270, Second Edition, Enhanced

More Related