1. Chapter Eight Troubleshooting Operational Problems

2. © 2006-2011 Wiley, Inc. All Rights Reserved. Strata Objectives Covered 2.2 (2.2 FC0-U21 U.K.) Recognize common operational problems caused by hardware –Critical error message or crash –System lockup (freeze) –Application will not start or load –Cannot logon to network –Driver/hardware compatibility –Input device will not function 2

3. © 2006-2011 Wiley, Inc. All Rights Reserved. Types of Failures Startup failure OS error messages OS slowdown or lockup Application failure Device failure 3

4. © 2006-2011 Wiley, Inc. All Rights Reserved. Nothing on the Monitor No fans, no drive spinning –Usually a power problem –Check that computer is plugged in –Try replacing power supply –Bad motherboard or CPU can cause computer to appear dead Fans and noise but no video –Bad monitor or display adapter 4

5. © 2006-2011 Wiley, Inc. All Rights Reserved. POST Card POST = Power On Self Test Circuit board that fits into a slot on the motherboard Displays a two-digit numeric code on its LED Tells you where the system is in the boot process Book that accompanies card tells what each number represents 5

6. © 2006-2011 Wiley, Inc. All Rights Reserved. Startup Error Message Gray text on a black background Occurs before OS loads Often triggered by failing hard disk or bad memory Exact wording varies: –Disk drive failure –No boot disk found –Memory parity error 6

7. © 2006-2011 Wiley, Inc. All Rights Reserved. STOP Error Message Gray text on a royal blue background Occurs after OS has started loading Error message begins with STOP, and is followed by a code that tells the exact problem Look up error code online Power off/on the PC to try booting again 7

8. © 2006-2011 Wiley, Inc. All Rights Reserved. Reasons Windows Won’t Load Missing or corrupt Windows system files (examples: Winload.exe, Ntoskrnl.exe, Hal.dll, Winlogon.exe) Missing or corrupt driver file for critical device Corrupt Registry Incompatible or corrupt applications or services loading at startup 8

9. © 2006-2011 Wiley, Inc. All Rights Reserved. Troubleshooting Windows Startup Errors Boot into Safe Mode Disable all non-essential programs from loading at startup –Use MSCONFIG (System Configuration) –On Startup tab, deselect any non- essential items 9

10. © 2006-2011 Wiley, Inc. All Rights Reserved. Troubleshooting Windows Startup Errors Disconnect all non-essential external devices Try using System Restore to return system to earlier state 10

11. © 2006-2011 Wiley, Inc. All Rights Reserved. Windows Recovery Environment Boot from the Windows DVD –Change boot order in BIOS setup if needed to prefer the DVD drive Choose System Recovery Options Choose Startup Repair and follow the prompts 11

12. © 2006-2011 Wiley, Inc. All Rights Reserved. Mac OS X Startup Problems Flashing question mark icon means it can’t find the hard disk or a system folder Prohibition icon (or “sad Mac” on older versions) indicates all other system problems Error code accompanies icon; look up code online 12

13. © 2006-2011 Wiley, Inc. All Rights Reserved. OS System Error Messages Some common Windows errors: –Windows has recovered from a serious error –The system is low on virtual memory. Windows is increasing the size of your virtual memory paging file –Data error reading/writing drive –A runtime error has occurred. Do you wish to debug? 13

14. © 2006-2011 Wiley, Inc. All Rights Reserved. OS Slowdown Common reasons: –Physical memory is mostly used up, so the OS is relying more than usual on the paging file –CPU is being heavily used Either/both of the above can be caused by malfunctioning software or malware 14

15. © 2006-2011 Wiley, Inc. All Rights Reserved. OS Slowdown Check memory and CPU usage using Task Manager Terminate any applications or services that are out of control 15

16. © 2006-2011 Wiley, Inc. All Rights Reserved. OS Lockup Does mouse pointer still work? –Yes: application problem. Use Task Manager to terminate unresponsive application, or reboot. –No: hardware or overheating problem. Power off, and allow PC to cool 10-15 minutes. Check fans and cooling systems. 16

17. © 2006-2011 Wiley, Inc. All Rights Reserved. Application Won’t Install or Run Check system requirements Shut down all other running programs Check manufacturer’s Support website for known compatibility issues Check Support website for available patches and updates 17

18. © 2006-2011 Wiley, Inc. All Rights Reserved. Application Won’t Install or Run If older application, try Compatibility Mode –Right-click application icon and click Properties –Use Compatibility tab settings 18

19. © 2006-2011 Wiley, Inc. All Rights Reserved. Recovering from Application Crashes Windows: Right-click task bar and choose Task Manager, or press Ctrl+Alt+Delete 19

20. © 2006-2011 Wiley, Inc. All Rights Reserved. Recovering from Application Crashes Mac: Choose Force Quit from the Apple menu, or press Command+Option+Esc If problem persists, reboot If rebooting does not solve problem, troubleshoot as described next 20

21. © 2006-2011 Wiley, Inc. All Rights Reserved. Troubleshooting Application Crashes Check hardware and OS requirements Check compatibility issues at Support website (example: specific display adapter may be incompatible) Check documentation for any workarounds If older app, try Compatibility Mode 21

22. © 2006-2011 Wiley, Inc. All Rights Reserved. Previously Working Application Fails Check for virus or other malware infection Repair or reinstall application Check that application’s license has not expired Try a System Restore to restore earlier version of system files Remove recent Windows update(s) 22

23. © 2006-2011 Wiley, Inc. All Rights Reserved. Device Failures Hardware/driver compatibility –Check for any available driver or software updates –Check that driver is for the specific model you have 23

24. © 2006-2011 Wiley, Inc. All Rights Reserved. Device Failures Malfunctioning input devices –Check for damage –On a mouse or keyboard, check that dirt is not impeding operation –Try plugging into a different port –Check device status in Device Manager –Reboot 24

25. © 2006-2011 Wiley, Inc. All Rights Reserved. Can’t Browse Network Resources Confirm that network adapter is working Use command prompt IPCONFIG 25

26. © 2006-2011 Wiley, Inc. All Rights Reserved. Can’t Browse Network Resources Confirm that cable or wireless connection is established with router or switch –Use command prompt PING to ping 127.0.0.1 (loopback address) –Ping the IP address of router or switch 26

27. © 2006-2011 Wiley, Inc. All Rights Reserved. Troubleshooting Network Connectivity Network login rejected –Check that caps lock isn’t on –Ask network admin about any known issues preventing login 27

28. © 2006-2011 Wiley, Inc. All Rights Reserved. Troubleshooting Internet Connectivity Power-cycle your cable or DSL modem Power-cycle the router and computer At command prompt, PING a website 28

29. © 2006-2011 Wiley, Inc. All Rights Reserved. Troubleshooting Internet Connectivity At command prompt, use TRACERT to see where connectivity is breaking down 29

30. © 2006-2011 Wiley, Inc. All Rights Reserved. Troubleshooting Internet Connectivity Check with your ISP to see if there is a temporary service outage Wait a few hours to see if problem resolves itself 30