PowerPoint for

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PowerPoint for Computer Service and Repair
by JoAnne Keltner
Goodheart-Willcox Publisher 18604 West Creek
Drive Tinley Park, IL 60477 www.g-w.com
?Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational
purposes only.
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Chapter 15PC Troubleshooting
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Troubleshooting

• Troubleshooting a PC requires a combination of
  the technicians knowledge, intuition, and
  experience.

4
Importance to the PC Technician

• When troubleshooting a PC, time is money.
• Therefore, it is important that you hone your
  knowledge and experience of common PC problems.
• Doing so will strengthen your intuition and help
  you to make repairs more quickly.

5
Objectives

• State commonly practiced troubleshooting steps.
• Identify the three stages of computer operation.
• Recognize common startup problems and understand
  their causes.
• Restart a PC in a variety of troubleshooting
  modes.

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Objectives

• Identify the appropriate diagnostics utility to
  use given a specific problem.
• Step through a PCs boot sequence.
• Explain basic data recovery methods.

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Presentation Outline
1
Troubleshooting Procedures
2
Common Problems
3
Troubleshooting and Repair Tools
4
Data Recovery Techniques
5
System Maintenance
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Troubleshooting Procedures
1
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Common Sense Practices

1. Determine the major area at fault.
2. Determine what action occurred just prior to
   failure or problem.
3. Write down settings before you change them.
4. Work slowly.
5. Think!

Click each link for details.
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1. Determine Major Area at Fault

• There are three major fault areas to be
  considered
• Hardware failure.
• Software failure.
• User-generated problems.
• The most common error or problem is a
  user-generated problem.

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2. What Happened Last?

• New hardware installed?
• New software installed?
• Did user change any settings?
• Was an e-mail or e-mail attachment opened?

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3. Write Down Settings

• Write down settings that you change.
• Do not depend on your memory!
• Be sure to return the settings to the way you
  found themnot doing so can result in a free
  service call.

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4. Work Slowly

• Do not rushdoing so can create more problems.
• Proceed methodically at a constant pace.

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5. Think!

• Make two lists
• What you know is not the problem.
• Possible problems.
• Check the Web site of the BIOS, PC, and operating
  system manufacturer for the problem.
• Consult fellow technicians.

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Isolating the Problem

• Determine at what stage the problem is occurring.

Stage When It Occurs Most Likely Problem
First POST to turning control over to the OS. Hardware failure.
Second OS boot up progress bar to system logon. Corrupt operating system file or a driver.
Third First appearance of desktop. Corrupt or incompatible drivers and files, such as a DLL.
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Review

• What are the three major fault areas?

• Hardware failure
• Software failure
• User-generated problems

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Review

• What two lists should you make when
  troubleshooting a problem?

• What you know is not the problem.
• Possible problems.

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Review

• What are some resources you can check to
  troubleshoot a problem you have never encountered
  before?

• Web site of the BIOS, PC, and operating system
  manufacturer.
• Fellow technicians.

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Review

• A computer tries to boot. There are two or more
  beeps and no video. At what stage of operation is
  the problem occurring?

• First stage

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Review

• After a user logs in, a blue screen error occurs.
  At what stage of operation is the problem
  occurring?

• Third stage

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Review

• The operating system progress bar appears at the
  bottom of the screen however, the system never
  boots to the desktop, but rather stalls. At what
  stage of operation is the problem occurring?

• Second stage

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Common Problems
2
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Most Common Problems

• Blue screen error.
• Startup problems.
• PC is dead.
• Power light on, but no activity.
• No video.
• System crashes or reboots.

• Setup error displays.
• Mechanical hard drive failure.
• MBR failure.
• Problems after a hardware upgrade.
• Dust accumulation.

Click each link for details.
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Blue Screen Error

• A blue screen error is a blue screen that appears
  with an error code and freezes the system.
• Common causes are the following
• Defective hardware.
• Corrupt files.
• System BIOS settings beyond the capability of the
  hardware.
• Third-party software containing bad code.
• Bad code in the Windows operating system.

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How to Troubleshoot Blue Screen Errors

• Write down the code.
• Search Microsoft support Web site.

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Startup Problems

• A startup problem includes any one of the
  following symptoms
• PC is dead.
• Power light on, but no activity.
• Two or more beeps and then no video.
• Setup error displays.
• PC powers on, but there is no hard drive
  activity.
• System crashes or reboots for no apparent reason.

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PC Is Dead

• Make sure the PC is plugged into a power source.
• Check the power source for power.
• Swap out the power supply and test the PC.

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Power Light On, but No Activity

• Check for power good signal.
• Check connection from power supply to the
  motherboard.
• Reseat the CPU.
• May be a defective motherboard.

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No Video

• Two or more beeps
• Make sure monitor is plugged into computer and
  power source.
• Reseat video card.
• Replace video card.
• Decode the beep error.
• Normal activity
• Check if monitor is plugged into computer.
• Swap out monitor for a known good monitor.
• Reseat video adapter card or change it.

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A Setup Error Displays

• PC powers on, but no drive activity.
• Make sure drive is identified in the CMOS.
• Check connections between the power supply and
  hard drive and motherboard.
• Boot with a system disk and see if you can access
  the hard drive.
• If you can access the hard drive, you may have a
  problem with the operating system.

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System Crashes or Reboots

• Check power supply and cables.
• Check for excessive heat on the CPU.
• Reseat CPU and memory.
• Could be motherboard, virus, or corrupted
  operating system.

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Mechanical Hard Drive Failures

• Clue Unusual sound when the hard drive is
  accessed.
• Solution Replace the hard drive.

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MBR Failure

• If damaged, computer will not boot.
• Boot with a boot disk and enter dir c at command
  prompt to see if drive is accessible.
• If accessible, back up any important data.
• To back up to a CD-RW, must boot PC with a system
  restore CD and load CD-RW drivers.

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Using Fdisk/MBR

• Use only as a last resort.
• Do not use on a multiple boot system.
• Do not use if the hard drive was set up with an
  overlay program.

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Problems after a Hardware Upgrade

• Cable connection may be loose or left
  disconnected.
• CPU fan disconnected.
• Data cable attached incorrectly.
• Data cable pinched in the case.
• Hardware incompatible.

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Dust Accumulation

• Can cause heat-related problems.
• Blocks air filter, preventing proper air
  circulation.
• Remove dust with a can of compressed air or a
  vacuum designed for PCs.

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Boot Sequence Review

• Windows 95/98/Me.
• Windows 2000/XP.
• Windows Vista.
• Linux.

Click each link for details.
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Windows 95/98/Me Boot Sequence

1. POST
2. Bootstrap program
3. io.sys
4. msdos.sys
5. system.dat
6. config.sys

1. command.com
2. autoexec.bat
3. win.com
4. krnl386.exe
5. gdi.exe
6. user.exe

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Kernel and Boot Mode

• A Windows NT operating system has two modes of
  operation kernel and boot.
• Kernel mode oversees system resources and
  processor actions.
• User mode is the actual user interface with the
  operating system.

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Windows 2000/XP Boot Sequence

1. Power-on self-test (POST)
2. MBR
3. NTLDR
4. boot.ini
5. ntdetect.com
6. ntoskrnl.exe
7. hall.dll
8. winlogon.exe

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Windows Vista Boot Sequence

1. Power-on self-test (POST)
2. MBR
3. bootmgr
4. winload.exe
5. ntoskrnl.exe
6. hal.dll
7. smss.exe
8. winlogon.exe

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Linux

1. POST
2. Bootloader program, such as lilo
3. Linux kernel
4. init program

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Review

• What are some causes of blue screen errors?

• Defective hardware.
• Corrupt files.
• System BIOS settings beyond the capability of the
  hardware.
• Third-party software containing bad code.
• Bad code in the Windows operating system.

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Review

• What are some things to check and do if the PC
  appears dead?

• Check that the PC is plugged into a power source.
• Check the power source for power.
• Swap out the power supply and test the PC.

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Review

• Reseat the _____ if the power light on the PC is
  on but there is no activity.

• CPU

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Review

• If a computer shows normal activity but no video,
  reseat the _____ card or change it.

• video adapter

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Troubleshooting and Repair Tools
3
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Windows Troubleshooting Tools

• Microsoft System Information.
• Dr. Watson.
• System Configuration Utility.
• DirectX Diagnostic Tool.
• System File Checker.
• Windows Report Tool.

• Event Viewer.
• Registry Editor.
• Remote Assistance.
• Problem Reports and Solutions.
• Reliability and Performance.
• Memory Diagnostics Tool.

Click each link for details.
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Microsoft System Information
98 Me XP Vista

• Microsoft System Information displays detailed
  information about the hardware and software in
  the system.
• Accessed in Windows XP through Start All
  Programs Accessories System Tools System
  Information.
• Also accessed by typing msinfo32 in the Run
  dialog box of Windows XP or the Search box of
  Windows Vista.

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System Information Screen
98 Me XP Vista
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Dr. Watson
95 98 Me XP

• Dr. Watson is used to diagnose software problems
  and when contacting technical support.
• Collects info about the PC just before and during
  a software application fault.
• Tracks down the program that caused the fault.
• Reports the part of memory and the program that
  caused the fault.

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Accessing Dr. Watson
95 98 Me XP
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Dr. Watson Advanced View
95 98 Me XP
Fig. 15-4
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Setting Up Dr. Watson in Windows XP
XP
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System Configuration Utility
95 98 Me XP Vista

• The System Configuration Utility allows you to
  select a startup type and to modify the
  config.sys, autoexec.bat, system.ini, and win.ini
  files.
• Can eliminate suspected areas of trouble.
• Accessed by entering msconfig into the Run dialog
  box.

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SCUWindows 95, 98, Me
95 98 Me
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SCUWindows XP
XP
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SCUWindows Vista
Vista
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SCUStartup
95 98 Me XP Vista
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DirectX Diagnostic Tool
95 98 Me XP

• The DirectX Diagnostic Tool checks every DirectX
  file for problems.
• Allows you to look for non-Microsoft approved
  program labels.
• DirectX files are used for game development and
  all types of multimedia programs.

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DirectX Diagnostic ToolDirectX Files
95 98 Me XP Vista
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System File Checker
95 98 Me XP

• The System File Checker checks for corrupt,
  changed, or missing files from Windows-based
  applications.
• Can be used to restore system files.
• To run on a Windows 95, 98, and Me PC, access
  through the System Information Utility or enter
  sfc in the Run dialog box.
• To run on an Windows XP or Vista PC, enter sfc at
  the command prompt.

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System File Checker95, 98, and Me
95 98 Me
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System File CheckerXP
XP
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Windows Report Tool
98 Me XP

• The Windows Report Tool allows PC system settings
  to be copied and sent to technical support for
  evaluation.

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Accessing WRT98 and Me
98 Me
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Windows Report Tool98 and Me
98 Me
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Accessing Windows Report ToolXP
XP
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Windows Report Tool SetupXP
XP
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Windows Report Tool Choose ProgramsXP
XP
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Event Viewer
2000 XP Vista

• Allows you to view the application, security, and
  system log files.
• Valuable troubleshooting and security tool.
• Can view information in chronological order or by
  categories.
• Windows Vista has an enhanced version of this
  tool.

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Event Viewer
2000 XP
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Event ViewerVista
Vista
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Event Viewer Event PropertiesVista
Vista
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Registry Editor
95 98 Me XP Vista

• Allows you to view and modify registry contents.
• In Windows versions earlier than Windows XP,
  regedit.exe and regedt32.exe are two separate
  programs.
• In Windows XP and Vista, running regedt32.exe
  runs regedit.exe.

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Registry Editor
HKEY_CLASSES_ROOT Object linking and embedding
(OLE) information and how files are associated.
95 98 Me XP Vista
HKEY_CURRENT_USER Information about the current
workstation user.
HKEY_LOCAL_MACHINE Information specific to the
local computer.
HKEY_USERS Information for each user of this
workstation.
HKEY_CURRENT_CONFIG Display and printer settings.
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Remote Assistance
XP Vista

• Allows a user to invite another user to access
  their computer and to assist in a repair.
• User sends an e-mail invitation to the technical
  support person.
• Technical support can chat with the user while
  they repair the computer.

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Remote Assistance Setup
XP Vista
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Remote AssistanceAsk for Assistance 1
XP Vista
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Remote AssistanceAsk for Assistance 2
XP Vista
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Remote AssistanceAsk for Assistance 3
XP Vista
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Problems and Solutions
Vista

• Identifies problems as they occur on the system.
• Can be used to automatically find solutions.
• Problems are automatically reported to Microsoft
  via the Internet.
• If a solution is known, it is sent to the
  computer.
• History of problems and solutions can be viewed
  through Start Maintenance Problem Reports and
  Solutions.

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Problems and Solutions
Vista
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Reliability and Performance
Vista

• A new addition to the Microsoft Computer
  Management Console.
• Displays the current condition of the CPU, disk
  drive(s), network adapter, and memory.

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Reliability and Performance
Vista
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Memory Diagnostics Tool
Vista

• Diagnoses memory chip problems.
• If it detects a problem, it automatically
  restricts the use of the problem RAM cell
  locations.
• From the menu access Start All Programs
  Administrative Tools. Right-click Memory
  Diagnostics Tool and select Run as administrator.
• Or, right-click Command Prompt in the Start menu
  and select Run as administrator. Click Continue
  and then enter mdsched at the command line.

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Memory Diagnostics Tool Dialog Box
Vista
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Memory Diagnostics In Progress
Vista
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Windows Boot Options

• When to use boot options.
• Windows 98 Boot options.
• Windows XP Boot options.
• Windows Vista Boot options.

Click each link for details.
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When to Use Boot Options

• System boot stalls for an unusually long time.
• Printer problems (as a last resort only).
• Video display problem.
• Computer shuts down or locks up for no apparent
  reason.
• Intermittent error condition.

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Windows 98 Boot Options

• Normal.
• Logged.
• Safe Mode.
• Safe Mode with Network Support.
• Step-by-Step Confirmation.
• Command Prompt Only.
• Safe Mode Command Prompt Only.
• Previous Version of MS-DOS.

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Windows XP Boot Options

• Safe Mode.
• Safe Mode with Networking.
• Safe Mode with Command Prompt.
• Enable Boot Logging.
• Enable VGA Mode.
• Last Known Good Configuration.
• Directory Service Restore Mode.
• Debugging Mode.

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Windows Vista Boot Options

• Safe Mode.
• Safe Mode with Networking.
• Safe Mode with Command Prompt.
• Enable Boot Logging.
• Enable low-resolution video (640 ? 480).
• Last Known Good Configuration (advanced).
• Directory Services Restore Mode.
• Debugging Mode.
• Disable automatic restart on system failure.
• Disable Driver Signature Enforcement.
• Start Windows Normally.

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Repair Utilities

• System Restore.
• Recovery Console.
• Windows Recovery Environment (WinRE).
• Automated System Recovery.

Click each link for details.
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System Restore
Me XP Vista

• System restore is used to restore a system to a
  previous state.
• Creates restore points, which are backups of
  system settings and configurations.
• Accessed through Start All Programs
  Accessories System Tools System Restore.

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System Restore Options
Me XP Vista
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Accessing Restore Points
Me XP Vista
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Recovery Console
2000XP

• Recovery Console is a last resort recovery
  utility.
• Referred to as command console and repair
  console.
• Uses text-based commands.
• Started from the installation disk.
• Select R to repair the system and C to enter
  Recovery Console.

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Common Recovery Console Commands
2000XP
Command Description
bootcfg Recovers multiboot system failures and reconfigures the boot.ini file.
disable Disables a service or a driver.
diskpart Manages disk partitions.
enable Enables a service or a driver.
fixboot Writes a new boot sector on a partition.
fixmbr Repairs the master boot record.
listsvc Lists all available services and drivers.
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Windows Recovery Environment (WinRE)
Vista

• Launched by booting to the Windows Vista
  installation DVD and selecting Repair your
  computer.
• The first dialog box to appear will ask you to
  identify the correct drive or partition to
  repair.
• The second dialog box will present five options.

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WinRERepair Your Computer
Vista
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WinREIdentify Drive or Partition
Vista
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WinREFive Options
Vista
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Automated System Recovery (ASR)
XP

• Automated System Recovery (ASR) automatically
  restores critical files that were backed up by
  Windows Backup utility.
• The Backup utility is accessed through Start
  All Programs Accessories System Tools
  Backup.

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ASR Wizard Screen 1
XP
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ASR Wizard Screen 2
XP
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ASR Wizard Screen 3
XP
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Reinstalling the Operating System

• Reinstall OS if you cannot fix the problem with
  troubleshooting utilities.
• First, try fixing the problem with an upgrade.
• If upgrade does not fix the problem, completely
  reinstall the operating system.

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Review

• Which of the following utilities is available
  only in Windows Vista and allows you to view a
  history of problems?

1. Event Viewer
2. Microsoft System Information
3. Reliability and Performance
4. Problem Reports and Solutions

?
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Review

• Which of the following is a text-based utility
  used as a last resort?

1. Automated System Recovery
2. Recovery Console
3. System Restore
4. Registry Editor

?
111
Review

• Which of the following automatically restores
  critical files that were backed up by the Windows
  Backup utility?

?

1. Automated System Recovery
2. Recovery Console
3. System Restore
4. Windows Recovery Environment

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Review

• Which of the following creates backups of system
  settings and configurations?

1. Automated System Recovery
2. Recovery Console
3. System Restore
4. Windows Recovery Environment

?
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Review

• When may it be appropriate to use a boot option?

• System boot stalls for an unusually long time.
• Printer problems (as a last resort only).
• Video display problem.
• Computer shuts down or locks up for no apparent
  reason.
• Intermittent error condition.

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Data Recovery Techniques
4
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Data Recovery with Software

• Some third-party programs, such as Norton Disk
  Editor, can be used to recover data.

Fig. 15-17
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Data Recovery from a Failed Hard Drive

• Hard drive can be sent to a business that
  specializes in data recovery.
• Electronic circuit board can be replaced or
  platters can be removed and installed in another
  drive.
• Platter removal and installation must be done in
  a clean room.

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Review

• To recover data from a failed hard drive, the
  _____ can be replaced or the _____ can be removed
  and installed in another drive.

• electronic circuit board, platters

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Review

• Platter removal and installation must be done in
  a _____.

• clean room

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System Maintenance
5
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Purpose

• Can help prevent future problems and improve
  system performance.
• Some maintenance tasks can be scheduled to
  perform automatically.

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Common Maintenance

• System backups.
• Disk cleanup.
• Disk defragmentation.
• Scandisk and Chkdsk.
• Installing patches.
• Installing virus protection updates.
• Cleaning the physical system.

Click each link for details.
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System BackupsIncremental

• An incremental backup backs up select files that
  have changed since the last backup of files.
• The archive bit is reset.
• To restore data, you need the last full backup
  plus each incremental backup.

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System BackupsDifferential

• A differential backup saves files that have
  changed since the last full backup of all files.
• The archive bit is not reset.
• To restore data, you need only the last full
  backup and last differential backup.

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Disk Cleanup Utility

• Disk Cleanup utility can be used to regain hard
  drive space by removing the following
• Temporary Internet files.
• Files in the Recycle Bin.
• Unused Windows components.
• Unneeded installed programs.
• Restore points.

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Accessing Disk Cleanup
126
Disk Cleanup
127
More Options
128
Disk Defragmenter Utility

• Rearranges all files on your hard drive into a
  continuous series of clusters.
• Improves performance.
• Should be run at least once per month and after
  running the Disk Cleanup utility.

129
ScanDisk and Chkdsk

• Should be performed on a regular basis and before
  running the Disk Defragmenter utility.
• Inspects the hard drive and corrects errors in
  the file structure, such as bad sectors, lost
  clusters, cross-linked files, and directory
  errors.
• ScanDisk found on Windows 98 and Me.
• Chkdsk found on Windows NT, 2000, XP, and Vista.

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Installing Patches

• Always check for the latest software patches for
  your operating system.
• Installing latest patches keeps the security
  level high.
• Some patches can have adverse effects on the
  computer system always back up your system files
  before installing a patch.

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Virus Protection Updates

• Update your virus protection software regularly.
• Virus protection will fail if your virus program
  does not contain the latest virus definitions.

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Clean the Physical System

• Routinely check and clean the cooling system on
  the computer.
• Remove dust accumulation from passive heat sinks.
• Use a static-free vacuum cleaner.
• Remove dust and debris from keyboards, mouse, and
  the screen areas.

133
Review

• What is the purpose of PC maintenance?

• It can help prevent future problems and improve
  system performance.

134
Review

• Which of the following can be used to regain hard
  drive space?

1. Chkdsk
2. Disk Cleanup
3. ScanDisk
4. Disk Defragmenter

?
135
Review

• Which of the following can be used to rearrange
  files on your hard drive into a continuous series
  of clusters?

1. Chkdsk
2. Disk Cleanup
3. ScanDisk
4. Disk Defragmenter

?
136
Review

• Always _____ your system files before installing
  a patch.

?

1. back up
2. clean up
3. defrag
4. ScanDisk

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Glossary
138
Blue Screen Error

• A blue screen that appears with an error code and
  then freezes the system. Also referred to by
  Microsoft as fatal errors, stop errors, and stop
  error messages.

139
Clean Room

• A room where dust and foreign particles have been
  completely eliminated.

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Differential Backup

• Operation that saves files that have changed
  since the last full backup of all files. The
  archive bit is not reset.

141
Incremental Backup

• Operation that backs up select files that have
  changed since the last backup of files. The
  archive bit is reset.

142
Kernel Mode

• Automatic Windows NT mode of operation that
  oversees the system resources and processor
  actions.

143
Microsoft Dynamic Link Library (DLL)

• An executable file that can be called and run by
  Microsoft software applications or by third-party
  software programs.

144
Startup Problem

• Problem that causes the computer to lock up
  during the boot process.

145
User Mode

• The actual user interface mode for the NT
  operating system. It is very restrictive, and
  many areas are not accessible by the user or user
  program.

146
Discussion Question

• What troubleshooting tool or tools would you use
  to diagnose a PC that displays errors while
  loading programs during startup?