Ch 15
- 1. A+ Guide to Managing and Maintaining Your PC, 7e Chapter 15 Tools for Solving Windows Problems
- 2. A+ Guide to Managing and Maintaining Your PC, 7e 2 Objectives • Learn about Windows tools useful to solve problems caused by hardware, applications, and failed Windows components • Learn about Windows Vista/7 tools that can help when Vista/7 gives problems when starting • Learn about Windows 2000/XP tools that can help with XP or 2000 startup problems
- 3. A+ Guide to Managing and Maintaining Your PC, 7e 3 Tools to Help with Blue Screen Errors, System Lockups, and I/O Device Errors • Tools for solving Windows problems after startup – Vista/7 Problem Reports and Solutions window – XP Error Reporting – Vista/7 Memory Diagnostics – System File Checker – Driver Verifier – Startup settings – Tools to verify driver signatures – Device Manager – Diagnostic utilities
- 4. Tools to Help with Blue Screen Errors, System Lockups, and I/O Device Errors (cont’d.) • Vista/7 Problem Reports and Solutions – Use with immediate hardware and software problems – Provides a history feature – Displays an error screen – Problem in Windows kernel mode • STOP or blue screen error occurs on next restart • User can check for solution – Problem in user mode • Bubble displays in notification area A+ Guide to Managing and Maintaining Your PC, 7e 4
- 5. A+ Guide to Managing and Maintaining Your PC, 7e 5 Figure 15-1 Windows reports information about an error Courtesy: Course Technology/Cengage Learning Figure 15-2 Vista/7 error reporting gives an error alert Courtesy: Course Technology/Cengage Learning
- 6. A+ Guide to Managing and Maintaining Your PC, 7e 6 Tools to Help with Blue Screen Errors, System Lockups, and I/O Device Errors (cont’d.) • Vista/7 Problem Reports and Solutions (cont’d.) – Viewing a list of solutions not applied • Click item for more detail and possibly apply the solution • Click Check for new solutions to send information to Microsoft and possibly find new solutions to known problems – Viewing past problem history • Click View problem history
- 7. A+ Guide to Managing and Maintaining Your PC, 7e 7
- 8. A+ Guide to Managing and Maintaining Your PC, 7e 8 Tools to Help with Blue Screen Errors, System Lockups, and I/O Device Errors (cont’d.) • Windows XP Error Reporting tool – Application error encountered: • Problem description message displayed • Option to send error report to Microsoft – After information sent: • Dialogue box appears • Provides ability to obtain possible solutions – Does not keep a history of previous errors
- 9. A+ Guide to Managing and Maintaining Your PC, 7e 9 Windows XP Error Reporting tool replaced by Windows Action Center tool
- 10. Tools to Help with Blue Screen Errors, System Lockups, and I/O Device Errors (cont’d.) • Vista/7 Memory Diagnostics tool – Identifies problem with memory – Eliminates memory as problem source • Vista/7 Error Reporting tool prompt to test memory on next reboot • Command Prompt window command: mdsched.exe • Dual boot: run memory diagnostic test from Windows Vista/7 boot menu • Single OS: force Vista/7 boot menu by pressing Spacebar during the boot • Use Windows Vista/7 DVD A+ Guide to Managing and Maintaining Your PC, 7e 10
- 11. A+ Guide to Managing and Maintaining Your PC, 7e 11 Tools to Help with Blue Screen Errors, System Lockups, and I/O Device Errors (cont’d.) • System file checker (SFC) Windows Vista/7/XP utility – Corrupted Windows system file • May cause Windows application or hardware problem – SFC protects system files and keeps cache current • Can refresh a damaged file – Run SFC in command prompt window: sfc /scannow • Vista/7 requires elevated command prompt
- 12. A+ Guide to Managing and Maintaining Your PC, 7e 12 Tools to Help with Blue Screen Errors, System Lockups, and I/O Device Errors (cont’d.) • Driver verifier runs in the background – Useful for troubleshooting intermittent problems – Specifically designed to put stress on drivers – Problem generates STOP error for problem driver identification • Obtain information by looking at file Properties box – Run for several days • If no problem identified: turn off – Be cautious if running on a server
- 13. A+ Guide to Managing and Maintaining Your PC, 7e 13 Tools to Help with Blue Screen Errors, System Lockups, and I/O Device Errors (cont’d.) • XP Tools to verify driver signatures – Prevent boot problems, unstable Windows systems, and error messages – File Signature Verification tool • Displays information about signed (authorized) file – Driver Query tool driverquery.exe • Directs information about drivers to a file – Device Manager • Use if problem driver is known • Review digital signature information in device’s Properties dialog box
- 14. A+ Guide to Managing and Maintaining Your PC, 7e 14 Tools to Help with Blue Screen Errors, System Lockups, and I/O Device Errors (cont’d.) • Using Device Manager to update drivers – Locate drivers – In Device Manger, right-click device, select Properties – Select the Driver tab, click Update Driver • Update Driver Software box opens – Search Internet for drivers or browse computer • Using Device Manager to roll back drivers – In Device Manger, right-click device, select Properties – Click Roll Back Driver
- 15. A+ Guide to Managing and Maintaining Your PC, 7e 15 Tools to Help with Blue Screen Errors, System Lockups, and I/O Device Errors (cont’d.) • Device setup CD: use diagnostic utilities • Tools for blue screen errors – Look for stop error and specific error number • Search Microsoft Web site – Vista/7 Problem Reports and Solutions window • Might provide information after reboot – Event Viewer might provide events • Tools for system lockouts – Use event viewer, Reliability and Performance Monitor, Vista/7 Problem Reports and Solutions window, and/or Vista/7 Memory Diagnostics
- 16. A+ Guide to Managing and Maintaining Your PC, 7e 16 Figure 15-20 A blue screen of death (BSOD) is definitively not a good sign; time to start troubleshooting. Courtesy: Course Technology/Cengage Learning search MSDN for these errors
- 17. Vista/7 Tools For Solving Startup Problems • Vista/7 tools to solve startup problems – Advanced Boot Options menu • XP/2000: Advanced Options menu – Vista/7 Recovery Environment – Command prompt window in Windows RE A+ Guide to Managing and Maintaining Your PC, 7e 17
- 18. Files Needed to Start Windows Vista/7 • Vista/7 system successful start – When user can log onto Windows and desktop loads – Hardware requirements • CPU, motherboard, memory, power supply, boot device – Two files managing Vista/7 startup • Windows Boot Manager (BootMgr) • Windows Boot Loader (WinLoad.exe) – Vista/7 configuration data • Stored in Vista/7 Boot Configuration Data (BCD) file – System partition contains BootMgr and BCD – Boot partition contains other files A+ Guide to Managing and Maintaining Your PC, 7e 18
- 19. A+ Guide to Managing and Maintaining Your PC, 7e 19 Table 15-2 Software components and files needed to start Windows Vista/7
- 20. A+ Guide to Managing and Maintaining Your PC, 7e 20 Files Needed to Start Windows Vista/7 (cont’d.) • Vista/7 Boot Configuration Data (BCD) file – Structured the same as a registry file – Contains configuration information about how Vista/7 started – BCD information • Settings controlling BootMgr and WinLoad.exe • Settings controlling WinResume.exe • Settings to start and control Windows Memory Diagnostic program • Settings that launch Ntldr to load previous OS in a dual- boot configuration • Settings to load a non-Microsoft operating system
- 21. Steps to Start a Vista/7 Computer A+ Guide to Managing and Maintaining Your PC, 7e 21 Figure 15-21 Steps to booting the computer and loading Vista/7 Courtesy: Course Technology/Cengage Learning
- 22. A+ Guide to Managing and Maintaining Your PC, 7e 22 Figure 15-22 Steps to complete loading Vista/7 Courtesy: Course Technology/Cengage Learning
- 23. Steps to Start a Vista/7 Computer (cont’d.) • Windows startup is officially completed when Windows desktop appears and wait circle disappears A+ Guide to Managing and Maintaining Your PC, 7e 23 Figure 15-27 Windows Vista/7 logon screen Courtesy: Course Technology/Cengage Learning
- 24. Advanced Boot Options Menu • Press F8 as Vista/7 loads • Safe Mode boots a minimum configuration OS – Uses default system services – No networking – Uses a plain video driver – “Safe Mode” appears in four corners of the screen – GUI interface – Screen resolution: 600 x 800 – Desktop wallpaper (background): black A+ Guide to Managing and Maintaining Your PC, 7e 24
- 25. A+ Guide to Managing and Maintaining Your PC, 7e 25 Advanced Boot Options Menu (cont’d.) Figure 15-28 Safe Mode loads a minimum Vista/7 configuration Courtesy: Course Technology/Cengage Learning
- 26. A+ Guide to Managing and Maintaining Your PC, 7e 26 Advanced Boot Options Menu (cont’d.) • Recovering the system using Safe Mode – Use System restore – Scan system for virus and run Chkdsk – Use Device Manager to uninstall, disable a device with problems, or roll back a driver – Use Msconfig to disable unneeded services or startup processes – Use Programs and Features window to uninstall software – Investigate problems
- 27. Advanced Boot Options Menu (cont’d.) • Tips about loading Safe Mode – Safe mode selection order • First, try Safe Mode with Networking • Next, try Safe Mode • Then, try Safe Mode with Command prompt – Safe Mode won’t load if core Windows components are corrupted – When loading Windows in Safe Mode • All files used for the load are recorded in Ntbtlog.txt file • File might identify service, device driver, or application loaded at startup causing a problem A+ Guide to Managing and Maintaining Your PC, 7e 27
- 28. Advanced Boot Options Menu (cont’d.) • Safe mode with networking – Use when solving a problem with booting and network access is needed • Safe mode with command prompt – Use the SFC command to verify system files – Use the Chkdsk command to check for file system errors – If problem not solved, launch System Restore A+ Guide to Managing and Maintaining Your PC, 7e 28
- 29. Advanced Boot Options Menu (cont’d.) • Enable boot logging – Windows loads normally with regular desktop – All files used during load process are recorded • C:WindowsNtbtlog.txt A+ Guide to Managing and Maintaining Your PC, 7e 29 Figure 15-29 Sample Ntbtlog.txt file Courtesy: Course Technology/Cengage Learning
- 30. Advanced Boot Options Menu (cont’d.) • Enable low-resolution video (640x480) – Windows XP: “Enable VGA Mode” – Used when video setting does not allow screen to display clearly to fix a bad setting • Last known good configuration – Saved in registry after each successful logon – Can undo a bad installation and solve the problem – Try the Last Known Good early in troubleshooting, before it’s overwritten • When logging onto the system in Safe Mode, the Last Known Good not saved A+ Guide to Managing and Maintaining Your PC, 7e 30
- 31. Advanced Boot Options Menu (cont’d.) • Directory services restore mode (Windows Domain controllers only) – Used as one step in the process of recovering from a corrupted Active Directory • Debugging mode – Can move system boot logs from failing computer to another computer for evaluation • Disable automatic restart on system failure – Stop rebooting upon encountering a system failure A+ Guide to Managing and Maintaining Your PC, 7e 31
- 32. The Windows Recovery Environment (Windows RE) • Operating system launched from the Vista/7 DVD – Provides graphical and command-line interfaces • Steps to launch Windows RE – 1. Boot from Vista/7 setup DVD*, and select language preference – 2. Click Repair your computer • Recovery environment (RecEnv.exe) launches – 3. From the Recovery Options dialog box, select the Vista/7 installation to repair – 4. System Recovery Options window appears • Lists recovery options *http://neosmart.net/blog/2008/windows-Vista/7-recovery-disc-download/ 32
- 33. A+ Guide to Managing and Maintaining Your PC, 7e 33 Figure 15-34 Recovery tools in Windows RE Courtesy: Course Technology/Cengage Learning
- 34. The Windows Recovery Environment (cont’d) • Steps to launch Windows RE (cont’d.) – 5. Startup Repair can automatically fix many Windows problems – 6. Startup Repair suggests solutions – 7. View list of items examined and actions taken • Click on Click here for diagnostic and repair details • View log file – 8. View list of restore points – 9. Windows Complete PC Restore • Completely restore drive C and possibly other drives to state when last backup made A+ Guide to Managing and Maintaining Your PC, 7e 34
- 35. The Windows Recovery Environment (cont’d) • Steps to launch Windows RE (cont’d.) – 10. Use the Windows Memory Diagnostic Tool – 11. Click Command Prompt to open a command prompt window • Issue commands: repair corrupted Vista/7 system or recover data – 12. Reboot in between fixes – Exiting the Recovery Environment • Click Shut Down or Restart A+ Guide to Managing and Maintaining Your PC, 7e 35
- 36. The Command Prompt Window in Windows RE • Use when graphical tools available in Windows RE fail to solve the Vista/7 problem – Can issue commands to repair system files, boot records, and partitions – Restore registry files using those saved in the C:WindowsSystem32ConfigRegBack folder A+ Guide to Managing and Maintaining Your PC, 7e 36
- 37. A+ Guide to Managing and Maintaining Your PC, 7e 37 Table 15-3 Commands used in the command prompt window of Windows RE to repair system files and the file system
- 38. A+ Guide to Managing and Maintaining Your PC, 7e 38 Table 15-4 Steps to restore the registry files (continued)
- 39. A+ Guide to Managing and Maintaining Your PC, 7e 39 Windows 2000/XP Tools for Solving Startup Problems • Topics covered – Boot process and the Boot.ini file – Tools that can help when Windows 2000/XP gives startup problems • Advanced Options Menu • Windows 2000/XP Boot Disk • Recovery Console • Windows 2000 Emergency Repair process
- 40. What Happens When Windows 2000/XP Starts Up • Windows 2000/XP system has started up when the user logged on, Windows desktop loaded, hourglass associated with pointer disappeared A+ Guide to Managing and Maintaining Your PC, 7e 40 Table 15-5 Steps in the Windows 2000/XP boot process for systems with Intel-based processors (continued)
- 41. A+ Guide to Managing and Maintaining Your PC, 7e 41 Table 15-5 Steps in The Windows 2000/XP boot process for systems with Intel-based processors (continued)
- 42. Files Needed to Start Windows 2000/XP A+ Guide to Managing and Maintaining Your PC, 7e 42 Table 15-6 Files needed to boot Windows 2000/XP successfully
- 43. Advanced Options Menu • Press F8 when “Starting Windows” message appears – Menu used to diagnose and fix problems when booting Windows 2000/XP A+ Guide to Managing and Maintaining Your PC, 7e 43 Figure 15-43 Press the F8 key at startup to display the Windows XP Advanced Options menu Courtesy: Course Technology/Cengage Learning
- 44. Windows 2000/XP Boot Disk • Boots the system bypassing boot files stored in the root directory of drive C – Can prove damaged sectors or missing or damaged files required to boot the OS • Creating a boot disk – Format the disk with Windows 2000/XP – Copy files to the disk • Windows 2000/XP desktop loads successfully from boot disk – Attempt to repair Windows 2000/XP installation A+ Guide to Managing and Maintaining Your PC, 7e 44
- 45. Windows 2000 Emergency Repair Process • Last resort – Restores system to the state it was in immediately after the Windows 2000 installation • Process uses an Emergency Repair Disk (ERD) – Contains information about current installation – Points to a hard drive folder where registry backed up when Windows 2000 installed • Folder: %SystemRoot%repair • In most systems: C:Winntrepair A+ Guide to Managing and Maintaining Your PC, 7e 45
- 46. Summary • Many tools and settings are available for solving Windows problems occurring after startup – Tools Vista/7 startup problems • Advanced Boot Options menu • Vista/7 Recovery Environment • Windows RE command prompt – Tools for Windows 2000/XP startup problems • Advanced Options Menu • Windows 2000/XP Boot Disk • Recovery Console • Windows 2000 Emergency Repair process A+ Guide to Managing and Maintaining Your PC, 7e 46