1. Maintaining and Troubleshooting Windows 2000 and XP
Chapter 15

2. Overview In this chapter, you will learn to Maintain Windows 2000/XP
Optimize Windows 2000/XP
Troubleshoot Windows 2000/XP
Instructor Tip
When gaining attention and establishing common ground, ask questions of the class such as, “Who here has ever worked with Windows 2000 or XP?” or “Who has ever had to diagnose problems with Windows 2000 or XP?”
For a positive statement, tell the class, “In this lesson, we are going to learn how to work with and diagnose problems in Windows 2000 and XP.”

3. Essentials
CompTIA A+ Essentials
Maintaining Windows

4. Patches, Updates, Service Packs
Windows updated regularly
Flaws, bugs, program errors found and corrected
Windows Update
Allows automatic updating of systems over Internet

5. Automatic Updates Automatic (recommended) Download updates for me
Updates downloaded and installed automatically
Download updates for me
Updates downloaded but not installed automatically
Notify me
User notified when updates are available
Turn off Automatic Updates
No automatic updates

6. User Accounts and Groups
User account needed to log on to system
Only account after install is Administrator
Groups used to assign rights and permissions to groups of users
Two groups created by default
Administrators
Guests (disabled by default)

7. Users and Passwords (2000) Force user logon Administrator account
Users must enter a user name and password
Administrator account
Not recommended for regular use
Additional account created for regular use

8. Create New Users (2000)
Access Users and Passwords applet from Control Panel
Creates user name and password
Can add users to groups
Standard Users—Power Users group

9. Managing Users in XP Users and Passwords applet in Control Panel
Similar to Users and Passwords in 2000

10. Managing Users in XP Two possible logon screens
User name and Password boxes
Welcome screen

11. Managing Users in XP Account types
Computer administrator (member of administrators group)
Limited account (member of local users group)
Accounts can be changed

12. Fast User Switching Allows users to switch between sessions
One user doesn’t need to log off while another user logs on
Both sessions active (though only one visible at a time)

13. Password Security Never give out passwords over the phone
Use strong passwords
At least 6 to 8 characters
Include letters (both cases), numbers, symbols
Change passwords at regular intervals
Don’t write down passwords
Password reset disk can be used in XP

14. Resetting Forgotten Passwords in Windows XP
Windows XP allows the currently logged-on user to create a password reset disk
Use if the password is forgotten
Can access any encrypted files after resetting password
If an administrator resets your password, you’d lose access to encrypted files
User Accounts: in Control Panel, select your user account, choose Prevent a Forgotten Password under Related Tasks and follow the wizard
Don’t use the file encryption capabilities of Windows XP unless you are an advanced user who has researched it first, or unless you have the support of skilled professionals who can take steps to ensure that your encrypted data can be successfully recovered.

15. Disk Maintenance When troubleshooting OS, remember basic disk tools
Error-checking
Disk Defragmenter
Disk Cleanup
Helps clean out junk files

16. Maintenance Registry maintenance Security Registry can get bloated
Older tool from Microsoft named RegClean
Not updated for 2000/XP
Can use third-party tool such as EasyCleaner by ToniArts
Security
Spyware/anti-virus/firewall
Integral part of computing today
Covered in more depth in Chapter 23

17. Optimizing Windows

18. Installing or Removing Software
Installing software
Most programs are distributed on CD-ROMs that make use of the Autorun feature
Or you could use the Add/Remove Programs icon in Control Panel
Removing software
Use the uninstall option that is part of the program
Or go to Control Panel’s Add/Remove Software applet
Licensing
Most application programs are licensed for use on a single computer. If you want to install the program on another computer, the license typically requires you first to remove it from the computer on which it was installed.
Uninstalls
It may seem counterintuitive, but sometimes an application’s uninstall program will request the app’s CD-ROM, so be prepared.

19. Add/Remove Programs
Uninstall option
Control Panel

20. Windows Components
Miscellaneous components can be installed or uninstalled
Access from Add/Remove Programs

21. Installing/Optimizing a Device
Same in 2000 and XP
Driver Updates
Can use Windows Updates
Must use Custom option
Or check manufacturer Web site

22. Driver Signing Process of testing and verifying drivers
Windows Hardware Quality Lab
Tests drivers
Issues digital signatures
Signed drivers
“Designed for Windows 2000”
“Designed for Windows XP”

23. Unsigned Drivers
Many manufacturers issue drivers that have not been tested & signed by MS
When detected during a hardware install, you’ll get the message shown
Can choose Driver Signing Options

24. Device Manager Can roll back faulty driver Original driver installed
Driver updated (with faulty driver)
Driver can be rolled back to original

25. Adding a New Device Windows usually automatically detects new devices
If not, use the Add Hardware Wizard
From Control Panel
From Hardware tab of System Properties
The “plug” in Plug and Play really applies to only USB, IEEE 1394, and SCSI devices, which can simply be plugged in while the computer is running. When installing a PCI or ISA plug and play card, you’ve got to power down, install the card, and power up again before Windows will recognize the device and install the drivers.

26. Performance Options
Performance Options are under the Advanced tab of My Computer Properties

27. Resource Tracking Core Resources Resource tracking tools CPU Memory
Disk
NIC
Resource tracking tools
Task Manager
Performance Console

28. Task Manager To start Task Manager,
Press Ctrl-Shift-Esc or Ctrl-Alt-Del

29. Performance Console Performance Monitor contains two utilities
System Monitor snap-in
Track resource use and network throughput
Collect and view real-time data about memory, disk, processor, network, and other activity in graph, histogram, or report form
Performance Logs and Alerts snap-in
Collect performance data from local or remote computers
Configure logs to record performance data and set system alerts to notify you when a value is above or below a defined threshold

30. Performance Console Press Ctrl-H to highlight one set of data
Add counter
Value bar
You need to have a Computer Administrator account to perform some performance tasks.
Legend
Press Ctrl-H to highlight one set of data

31. Objects and Counters An object is a system resource
A counter tracks specific information about the object
Performance console includes System Monitor
Shows real-time data on objects
Click the + to add counters for new objects
The information on handles, threads, and processes offer a “gee whiz” factor to the Performance tab, giving you a quick snapshot of what’s happening behind the scenes with your programs. You can’t do much with the information, but it’s there for you anyway. Here’s what they mean:
Handles Opening one program usually involves opening other program or data files. Handles shows all interlinks between these programs and the other programs and files they use.
Threads Most 32-bit programs break themselves into multiple “mini-programs” called threads.
Processes Any running executable program or subsystem (usually a DLL) running on the system. This includes applications and services, as well as kernel-based programs.

32. Performance Logs and Alerts
Performance Logs and Alerts allows you to create a baseline or log
Record of anything that happens on your computer
Right-click Counter Logs and select New Log Settings
Give it a name and then make your choices

33. Preparing for Problems
Tools to prepare for problems
System Restore
Backup and Restore Wizard
Automated System Recovery
Emergency Repair Disk
Recovery Console
System
Restore
Backup/ Restore
ASR
ERD
Recovery Console
2000 Pro No
Yes
XP Home
XP Pro

34. System Restore System Restore enables you to create a restore point
A copy of your computer’s configuration at a specific point in time
Does not include data, only system configuration
To create a restore point
Start | All Programs | Accessories | System Tools | System Restore
A new restore point is automatically created whenever you install new software

35. System Restore

36. Backup and Restore Wizard
Backup program enables you to back up and restore data and system files
Backup System State Data backs up the Registry and other key system data

37. Backup and Restore Wizard
Another option
Windows 2000: Emergency Repair Disk (ERD)
Stores a copy of the Registry in \WINNT\REPAIR
Windows XP: Automated System Recovery (ASR)
Creates a backup of your system containing the system partition and disks containing the operating system

38. Recovery Console
Recovery Console offers a command-line interface to help resolve issues such as faulty drivers
Access Recovery Console
Run Setup, select Repair and then Recovery Console (lets you run it from the CD)
Or install to your hard drive and run \i386\winnt32 /cmdcons from your Setup CD

39. Troubleshooting Windows

40. Failure to Boot Common errors Your response No Boot device Present
NTLDR Bad or Missing
Invalid Boot.ini
Your response
Attempt to repair
Attempt to restore
Rebuild

41. Attempt to Repair
The Recovery Console is a text-mode command interpreter
Separate from the Windows command prompt
Allows you to gain access to the hard disk
Limited access to NTFS and FAT volumes
Requires an Administrator password
Start and stop services, repair the master boot record and boot sector, format volumes
Windows NT does not have the Recovery Console.

42. Recovery Console Commands

43. Attempt to Restore For Windows 2000 For XP use ASR Use ERD
ERD is available only if ERD disk was created
For XP use ASR
ASR Recovery is available only if ASR backup was created
Consider ASR a last resort
Restores to ASR backup point

44. Rebuild Try to back up or recover data first
Recover CDs or recovery partitions restore system to factory state
All data is lost

45. Failure to Load GUI Device driver problems Registry Windows Stop Error
Blue Screen of Death (BSoD)
Remove the device and reboot
Registry
BSOD with “Registry File Failure”
“Windows could not start”
Restore the Registry (Last Known Good) and reboot

46. Advanced Startup Options
Press F8 after POST to launch Advanced Startup Options
Safe Modes
Enable Boot Logging
Enable VGA Mode
Last Known Good Configuration
Directory Services Restore Mode (Server only)
Debugging Mode
Boot Normally (to abort advanced boot options)

47. Advanced Startup Options
Safe Mode
Basic files and drivers are loaded with no network
Can access Device Manager and restore points in Safe Mode
Often works in response to BSoD
Safe Mode with Networking
Networking capabilities added
Safe Mode with Command Prompt
Command prompt only

48. Advanced Startup Options
Enable Boot Logging
ntbtlog.txt is located in the windir folder (C:\winnt)
Enable VGA Mode
Load driver in standard VGA mode
Allows correction of settings (refresh/resolution)
Directory Services Restore Mode
Domain controllers only
Debugging Mode
Rarely used

49. Advanced Startup Options
Use Last Known Good
If you install a new device driver, and Microsoft Windows 2000 restarts but the system stops responding
If you accidentally disable a critical device driver
Don’t use Last Known Good
When the problem isn’t related to Windows 2000 configuration changes
After you log on
When startup failures relate to hardware failures or missing or corrupted files
Last Known Good can only fix configuration problems if you use it before a successful reboot and logon after the change. Last Known Good cannot correct problems that are not related to configuration changes in the operating system. This includes problems caused by hardware failure and corrupted files not related to a recent configuration change.

50. Troubleshooting Tools in the GUI
Once in the GUI, can use any tools we’ve discussed or will discuss
Event Viewer
Device Manager
More

51. Autoloading Programs MSConfig
Can set which programs and servers automatically start or don’t
Very effective when combating Spyware

52. Services and System Files
If critical services does not start, Windows will give error
Common error: Service set to manual instead of automatic
System Files
DLLs
Protected with System File Checker (SFC)
SFC /SCANNOW will verify they are healthy