1. Troubleshooting Windows Vista Lesson 11

2. Skills Matrix Technology SkillObjective DomainObjective # Troubleshooting Installation and Startup Issues Troubleshoot installation issues 1.5 Understanding Troubleshooting Practices Troubleshoot post- installation configuration issues 2.1

3. Skills Matrix Technology SkillObjective DomainObjective # Using Remote Access Technologies Configure Remote Access4.3 Using Troubleshooting Tools Troubleshoot reliability issues by using built-in diagnostic tools 6.2

4. Chapter 11 Understanding Troubleshooting Practices Establish the symptoms Identify the affected areas Establish what has changed

5. Chapter 11 Understanding Troubleshooting Practices (cont.) Select the most probable cause Implement a solution Test the result Document the solution

6. Chapter 11 Using Remote Assistance Technical support Troubleshooting Training

7. Chapter 11 Creating an Invitation Click Start, and then click Help And Support. Click Windows Remote Assistance. Click Invite Someone You Trust To Help You.

8. Chapter 11 Creating an Invitation (cont.) Select whether you want to send the invitation in an email or save it as a file. Specify a password for the invitation and confirm it.

9. Chapter 11 Creating an Invitation (cont.) Click Finish to complete the procedure if you are saving the invitation to a file. If you are sending it in an email, click Next to open your email program, which you can use to select a recipient and send the message.

10. Chapter 11 Securing Remote Assistance Invitations Interactive connectivity Client-side control Remote control configuration Firewalls

11. Chapter 11 Running the Remote Desktop Client Click Start, and then click All Programs > Accessories > Remote Desktop Connection. Click Options.

12. Chapter 11 Running the Remote Desktop Client (cont.) On the General tab, type the name of the host computer you want to access in the Computer text box. Click the Display tab.

13. Chapter 11 Running the Remote Desktop Client (cont.) In the Remote Desktop Size box, use the slider to select the desired size for the image of the host computer’s desktop that will appear on the client system. In the Colors box, select the desired color depth using the dropdown list, and click the Local Resources tab.

14. Chapter 11 Running the Remote Desktop Client (cont.) Using the controls provided, specify which of the resources on the remote computer you want to bring to your local computer, including sound, printers, Clipboard, smart cards, serial ports, drives, and other Plug and Play devices. In the Keyboard box, specify how you want the client to handle the Windows key combinations you press on your local computer, and then click the Experience tab.

15. Chapter 11 Running the Remote Desktop Client (cont.) On the Experience tab, you can enhance the performance of the Remote Desktop Connection client by eliminating non-essential visual effects from the display information transmitted over the network. Either select one of the network connection speeds from the dropdown list, or choose the items you want to suppress by clearing their checkboxes.

16. Chapter 11 Running the Remote Desktop Client (cont.) Click Connect to initiate the connection process. Supply User Name and Password values to log on to the remote computer, and then click OK.

17. Chapter 11 Using the Problem Reports And Solutions Control Panel Report Categorization Investigation Resolution Response

18. Chapter 11 Understanding the Windows Vista Startup Process Power-on self test (POST) phase Initial startup phase Windows Boot Manager phase Windows Boot Loader phase Kernel loading phase Logon phase

19. Chapter 11 Opening the Startup And Recovery Dialog Box Click Start, and then click Control Panel > System And Maintenance > System. Click Advanced System Settings. Click the Advanced tab. In the Startup And Recovery box, click Settings.

20. Chapter 11 Enabling Boot Logging Turn on the computer. When the POST completes, press the F8 key repeatedly until the Advanced Boot Options menu appears. Select Enable Boot Logging.

21. Chapter 11 Using Windows RE Insert a Windows Vista installation DVD into the drive and restart the computer. If you are prompted to do so, press any key to boot from the DVD. Select the appropriate language and keyboard settings and click Next.

22. Chapter 11 Using Windows RE (cont.) Click Repair Your Computer. Select the instance of the operating system that you want to repair and click Next. Click one of the links to launch a recovery tool.

23. Chapter 11 Using the System Recovery Tools Startup Repair System Restore Complete PC Restore Windows Memory Diagnostic Tool Command Prompt

24. Chapter 11 You Learned When troubleshooting a problem in a professional environment, whether it’s a corporate enterprise network, a help desk in a retail store, or a freelance consultancy, it is important to have a set of troubleshooting procedures.

25. Chapter 11 You Learned (cont.) Establish the symptoms. Identify the affected area. Establish what has changed. Select the most probable cause. Implement a solution. Test the result. Document the solution. Remote access technologies enable a user on one computer to effectively take control of another computer on the network.

26. Chapter 11 You Learned (cont.) Remote Assistance is a Windows Vista feature that enables an administrator, trainer, or desktop technician at one location to connect to a distant user’s computer, chat with the user, and either view all of the user’s activities or take complete control of the system.

27. Chapter 11 You Learned (cont.) Remote Desktop is an administrative feature that enables users to access computers from remote locations, with no interaction required at the remote site. The Problem Reports And Solutions control panel is the user interface for Windows Error Reporting (WER), which is the Windows Vista replacement for the Dr. Watson error handler in earlier versions of Windows.

28. Chapter 11 You Learned (cont.) To troubleshoot a Windows Vista computer that fails to start, you must have an understanding of the startup procedure and knowledge of the tools that are available. The first step to take when a Windows Vista computer fails to start is to determine exactly where in the startup sequence the problem is occurring.

29. Chapter 11 You Learned (cont.) A failure during the initial startup phase typically results in a “Non-system disk or disk error.” When a startup failure occurs after the progress bar appears but before the logon user interface appears, the problem is most likely due to an issue with one of the drivers or services that the kernel is attempting to load.

30. Chapter 11 You Learned (cont.) When the startup process fails after the user has supplied logon credentials, the problem is most likely due to one of the applications running from the Startup group. Windows RE is a stripped-down operating system that supports the same drivers used in a complete Vista installation, as well as a subset of the Win32 application programming interface (API).

31. Chapter 11 You Learned (cont.) When the cause of a startup problem is not immediately apparent, the Startup Repair tool should be the first program you use.