1. A+ Certification Guide
Chapter 15
Troubleshooting and Maintaining Windows

2. Chapter 15 Objectives STOP (Blue Screen of Death) Errors:
Discover what a BSOD is, typical causes, how to diagnose
Boot Failures:
Learn what causes boot failures and how to restore an unbootable system back to operation.
Other Windows Problems:
Windows tools and features to use to find the cause and solve problems
Windows Diagnostic and Repair Tools:
System File Checker, Defrag, Registry Editor, Recovery Console, Windows Recovery Environment, and so on
Maintaining Windows:
Scheduling and performing Windows “best practices”

3. STOP (Blue Screen of Death) Errors
Causes and Solutions
Incompatible or defective hardware or software:
Start the system in Safe Mode, and uninstall the last hardware or software installed.
Acquire updates before you reinstall the hardware or software.
Exchange or test memory.
Run SFC /scannow to check for problems with system files.
Registry problems:
Select Last Known Good Configuration as described later in this chapter to see if the system will start.
Viruses:
Scan for viruses and remove them if discovered.
Miscellaneous causes:
Check the Windows Event Viewer, and check the System log

4. Windows Boot Issues: Vista / 7
Bootmgr—Windows Boot Manager.
The Windows loader program.
Replaces NTLDR in earlier versions of Windows.
Determines which operating system to start.
BCD (Boot Configuration Data).
Located in \boot\bcd. It furnishes the Windows Boot Manager with information about the operating system(s) to be booted.
Successor to boot.ini and the Windows kernel
Completes the boot process
Hal.dll (Hardware Abstraction Layer).
A software translator between Windows and system hardware.
SYSTEM key.
Key in the Registry that determines the system configuration.
Device drivers.
Loaded according to the information stored in the Registry.

5. Recovering an Operating System
If Windows will not start properly:
Use the Last Known Good Configuration option
Gets things working again after an unsuccessful change.
Use Safe Mode or other advanced boot options to help diagnose the problem.
If Windows will not boot:
Windows Recovery Environment (WinRE) for Windows Vista.
Recovery Console for Windows XP/2000.
If Windows will not boot and needs to be restored:
Complete PC Backup (Vista).
ASR System Restore (XP).
Emergency Repair Disk (2000).

6. Windows Vista /7 Advanced Boot Options Menu
Safe Mode:
Starts system with a minimal set of drivers; can be used to start System Restore or to load Windows GUI for diagnostics
Safe Mode with Networking:
Starts system with minimal set of drivers and enables network support
Safe Mode with Command Prompt:
Starts system with a minimal set of drivers but loads command prompt
Enable Boot Logging:
Creates a ntbtlog.txt file
Enable Low-Resolution Video (640 x 480):
Uses standard VGA driver , but uses all other drivers as normal
Called Enable VGA Mode in Windows XP
Last Known Good Configuration:
Starts system with the last configuration known to work
Can solve problems caused by newly installed hardware or software

7. Advanced Boot Options

8. Windows Vista Advanced Boot Options Menu
Directory Services Restore Mode:
Used to restore a domain controller’s active directory (Windows Server). It is not used in Windows Vista/XP/2000.
Debugging Mode:
An advanced diagnostics tool that enables the use of a debug program to examine the system kernel for troubleshooting.
Disable Automatic Restart on System Failure (Vista Only):
Prevents Windows from automatically restarting if an error causes failure.
Choose this only if Windows fails, attempts to restart, and fails again.
Disable Driver Signature Enforcement (Vista Only):
Allows drivers containing improper signatures to be installed.
Start Windows Normally:
Used to boot to regular Windows in case a user inadvertently presses F8, but does not want any of the Advanced Boot Options.

9. Windows XP Boot Errors/Fixes
NTDETECT failed:
This message is displayed if the NTDETECT.COM file is missing or corrupted.
Copy d:\i386\ntldr c:\ (if d: is the drive of the windows cd-rom)
NTLDR is missing:
This message is displayed if the NTLDR file is missing or corrupted.
d:\i386\ntdetect.com c:\
Invalid boot.ini:
Displayed if the boot.ini file is missing or corrupted. The system might boot anyway, particularly if there is only disk partition on the first hard disk.
Recopy file.
In recovery console, use command Bootcfg /rebuild.
Ntoskrnl.exe is missing:
This message is displayed if Windows cannot find the file. If the boot.ini file is invalid, fixing it could fix this problem as well.
Reinstall from CD.
‘Missing Operating System’ error:
Recovery console , use ‘fixmbr’ command.

10. Windows Recovery Environment (WinRE)
Used for Boot Problems
Access WinRE by
Booting to the Windows Vista DVD
Booting to a special drive partition with WinRE on it
Press F8 to bring up Advanced Options menu.
Look for Repair Your Computer.
If this option does not show, WinRE is not installed.
Subsequent options:
Startup Repair
System Restore
Complete PC Restore
Command Prompt

11. Windows XP Diagnostic and Repair Tools
Recovery Console:
A limited command-line environment that can be run from the Windows XP CD or from the startup menu (if it were preinstalled or installed by the user).
Fixboot and Fixmbr:
Available from the Windows XP Recovery Console for fixing boot problems
Automated System Recovery (ASR):
A backup routine used to restore an unbootable system.
User must then reinstall applications and restore data files to complete the recovery process.
Windows Repair Discs

12. XP Recovery Console Command-line interface tool: Used by XP/2000
Start by:
Boot with Windows XP CD Recovery Console.
Press R.
Install Recovery Console using Windows XP CD-ROM while system is running.
You need to log in using an administrative access/password.

13. Windows XP Recovery Windows XP—Automated System Recovery (ASR):
Restore systems settings:
Includes user accounts, disk configuration, video settings, system boot, and hardware settings
Accessed with NTBackup:
Click Automated System Recovery Wizard.

14. Other Windows Problems
Improper shutdowns
Device fails to start
Missing DLL message
Services fail to start
Compatibility error
Slow system performance
Boots to Safe Mode
File fails to open

15. Windows Vista/7 Diagnostic and Repair Tools
Sfc:
Check system files; replace damaged/ invalid files with correct versions.
MSConfig:
System Configuration is used to display and configure boot options and as a convenient way to access other troubleshooting programs.
Defrag:
Defragments files to improve file access speed, especially on a drive that has frequent changes to its contents and doesn’t have a lot of unused space
REGSVR32: Registers or unregisters DLL files and ActiveX components
REGEDIT: Views and edits Windows Registry contents
Event Viewer:
Displays event logs for troubleshooting or management purposes
Safe Mode and other advanced boot options:
Special boot options that can be used when the system won’t boot normally
Device Manager:
Displays driver, resource, and version information for hardware devices

16. Maintaining Windows :

17. Performing Scheduled Backup and Restore
Task Scheduler:
Start All Programs Accessories System Tools Task Scheduler
Image Backup:
Only Windows Vista:
Backup Status and System Configuration.
Backs up the entire system partition:
Includes operating system, settings, and installed programs
Compressed
Also called “bare metal restore” and “disaster recovery.”
Windows XP:
Install NTBackup from XP-CD
Need to use third-party software.
Ghost, Acronis, Drive Image, and so on.

18. NT Backup Utility Wizard

19. Vista Backup and Restore
Creating a system image backup:
Start > All Programs > Accessories > System Tools > Backup Status and Configuration.
Click Complete PC Backup.
Select Create Backup Now and follow instructions.
Restoring the system:
Insert the installation disc/system repair disc.
Boot from CD when prompted.
Click Repair Your Computer.
Select OS to repair.
Select Windows Complete PC Restore, and follow instructions.

20. Windows 7 Backup and Restore
One of the options in Control Panel.
Click Create a System Image.
Select a destination.
Start Backup.
To restore system, use same process as with Vista.

21. System Restore and Restore Points
Resets computer configuration to a specific point in time:
Settings are stored as a restore point.
Registry changes since that point can be reversed to enable system to run as it did on the date of the restore point.

22. Windows Components System Files: XP
NTLDR—The Windows loader program.
Boot.ini—Affects how Windows starts up.
Ntdetect.com—Detects the hardware installed on your system.
Ntoskrnl.exe:
The Windows kernel completes the boot process after being initialized by NTLDR.
Hal.dll (Hardware Abstraction Layer).
Translates software commands between Windows and system hardware.
SYSTEM key in the Registry
Determines the system configuration.
Device drivers.
Loaded according to the information stored in the Registry.

23. Windows Components: Registry
Important Registry file associations from C:\ System32 folder:
Default—Default settings from HKEY users
Security Accounts Manager (SAM).
Security log.
Software—Software settings in HKEY Local machine\software
System—Settings from HKEY LOCAL MACHINE\System
User files stored by system and Registry:
NTUser.dat.
Records user preferences in user’s “My Documents and Settings”
UsrClass.dat.
User preferences for file and application “Local Settings”

24. Windows Components: Registry
Database for All Settings (System, User, Programs)
Five sections (hives); accessed by typing regedit from “run.”
HKEY_CLASSES_ROOT
Links file extensions to specific applications installed on the computer; also stored in HKEY_LOCAL_MACHINE
HKEY_CURRENT_USER
Stores configurations specific to the current user, such as screensaver, desktop theme, and Microsoft Office user information; also stored in HKEY_USERS
HKEY_LOCAL_MACHINE
Stores hardware and software setup information
HKEY_USERS
Stores user-specific information for all users of this computer.
HKEY_CURRENT_CONFIG
Stores the settings for the current hardware profile
Also stored in HKEY_LOCAL_MACHINE

25. Using Windows Update and Microsoft Update
Major update collections are called service packs:
Hundreds of updates, patches, and security solutions
Windows Update Service (WUS):
Can update system automatically
StartAll ProgramsWindows Update
Critical updates and service packs
Windows updates.
Noncritical system updates
Driver updates.
Microsoft Update:
For Microsoft Office and other related programs

26. Reviewing the Troubleshooting Process
Identify the problem.
Establish probable cause.
Test your theory.
Identify a solution.
Reproduce the problem.
Verify system functions.
Document the solution.

27. Identifying the Problem: Logs and Services
Event logs and services:
Compmgmt.msc from run line
Symptoms and error codes (might require you to try to reproduce the problem):
Check BIOS, system properties, Device Manager.
Program versions/service packs.
Power issues
Interference sources

28. Diagnosing/Troubleshooting Problems
Identifying the problem—Information from a user interview:
The software in use at the time of the problem.
The hardware in use at the time of the problem.
The task the customer was trying to perform at the time of the problem.
The environment in the office or work area at the time of the problem.
If new software or hardware has been added to the computer or network.
If any changes have been made to the system configuration.
If other users are having the same or similar problems.
Ask: “What has changed since the last time the system worked?”

29. Application Troubleshooting
Installation problems:
Not enough space on hard drive
Lack of administrative access permission
System incompatibility:
Not enough RAM or CPU
Incompatible with OS version
Check to see if another application can be installed.
If not, perhaps the CD/DVD is not reading the media.
Check Computer Management:
Event ViewerApplication

30. What Have You Learned?
How could you recover a non-booting system from a failed driver update?
What is the utility in Vista that can recover the system and reset it to boot properly?
Windows XP is telling you that NTLDR is missing. What are your options?
What is a hotfix versus a service pack?
How does NTBackup differ from an image backup?

31. Reflection
Jerry is calling to complain about the squiggly line across the middle of his computer screen. The technician arrives and replaces the monitor, but the line is still there. Which step did the technician skip?

32. Chapter 15 Summary STOP (Blue Screen of Death) Errors
Discover what a BSOD is, typical causes, how to diagnose
Boot Failures
Learn what causes boot failures and how to restore an unbootable system back to operation.
Other Windows Problems
Windows tools and features to use to find the cause and solve problems.
Windows Diagnostic and Repair Tools
System File Checker, Defrag, Registry Editor, Recovery Console, Windows Recovery Environment, etc.
Maintaining Windows
Scheduling and performing Windows “best practices”
Next Lesson: Chapter 16