Chapter 12:AdvancedOperating Systems
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicITE PC v4.0Chapter 12 1
Chapter 12:AdvancedOperating Systems
IT Essentials: PC Hardware and Software v4.0
Purpose of this Presentation
List of chapter objectives
Overview of the chapter contents, includingstudent worksheetsstudent activitiesstudent labs
Reflection/Activities for instructors to complete toprepare to teach
Additional resources
To provide to instructors an overview of Chapter 12:
ITE PC v4.0Chapter 12 2© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
List of chapter objectives
Overview of the chapter contents, includingstudent worksheetsstudent activitiesstudent labs
Reflection/Activities for instructors to complete toprepare to teach
Additional resources
Chapter 12 Objectives 12.1 Select the appropriate operating system based on
customer needs 12.2 Install, configure, and optimize an operating
system 12.3 Describe how to upgrade operating systems 12.4 Describe preventive maintenance procedures for
operating systems 12.5 Troubleshoot operating systems
ITE PC v4.0Chapter 12 3© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
12.1 Select the appropriate operating system based oncustomer needs
12.2 Install, configure, and optimize an operatingsystem
12.3 Describe how to upgrade operating systems 12.4 Describe preventive maintenance procedures for
operating systems 12.5 Troubleshoot operating systems
Chapter 12 Worksheets, Activities, and Labs 12.1.2 Activity: Network Protocols 12.2.2 Lab: Advanced Installation of Windows XP 12.2.3 Lab: Create a Partition in Windows XP Pro 12.2.4 Lab: Customize Virtual Memory Settings 12.2.5 Lab: Install an Alternate Browser (Optional) 12.2.6 Activity: E-Mail Protocols 12.4.1 Lab: Schedule Task Using GUI and at Command 12.5.3 Lab: Fix an Operating System Problem 12.5.3 Remote Technician: Fix an Operating System
Problem
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12.1.2 Activity: Network Protocols 12.2.2 Lab: Advanced Installation of Windows XP 12.2.3 Lab: Create a Partition in Windows XP Pro 12.2.4 Lab: Customize Virtual Memory Settings 12.2.5 Lab: Install an Alternate Browser (Optional) 12.2.6 Activity: E-Mail Protocols 12.4.1 Lab: Schedule Task Using GUI and at Command 12.5.3 Lab: Fix an Operating System Problem 12.5.3 Remote Technician: Fix an Operating System
Problem
Brands and Versions of Operating Systems Various brands of operating systems
Microsoft WindowsApple Mac OSUNIX and Linux
Several versions or distributionsWindows 2000 ProfessionalWindows XP Home, Professional or Media Center EditionsWindows Vista Home Basic, Business and Premium Editions
Compare OS versions or editions to find the best onefor your customer
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Various brands of operating systemsMicrosoft WindowsApple Mac OSUNIX and Linux
Several versions or distributionsWindows 2000 ProfessionalWindows XP Home, Professional or Media Center EditionsWindows Vista Home Basic, Business and Premium Editions
Compare OS versions or editions to find the best onefor your customer
Select the Appropriate Operating System
RemoteDesktop
NetworkSharing
Scalable CPUSupport
EFSSupport
EnhancedSecurity
Microsoft
Windowsxp
Professional
Select hardware that meets or exceeds the minimumrequirements for the OS
ITE PC v4.0Chapter 12 6© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Microsoft
Windowsxp
ProfessionalYES YES YES YES YES
Microsoft
Windowsxp
Home EditionNo YES No No No
Microsoft
Windowsxp
Media Center EditionYES YES YES YES YES
MicrosoftWindows2000 Add-On YES YES YES YES
Operating Systems Capabilities An operating system is the interface between the user
and the computer.Provides a bridge between the hardware and applicationsCreates a file system to store dataManages applicationsInterprets user commands
Operating systems have minimum requirements forhardware.
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An operating system is the interface between the userand the computer.
Provides a bridge between the hardware and applicationsCreates a file system to store dataManages applicationsInterprets user commands
Operating systems have minimum requirements forhardware.
Network Operating System (NOS) A network operating system (NOS) is an operating
system that contains additional features to increasefunctionality and manageability in a networkedenvironment.
Examples of network operating systems:Windows 2000 ServerWindows 2003 ServerUNIXLinuxNovell NetWareMac OS X
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A network operating system (NOS) is an operatingsystem that contains additional features to increasefunctionality and manageability in a networkedenvironment.
Examples of network operating systems:Windows 2000 ServerWindows 2003 ServerUNIXLinuxNovell NetWareMac OS X
Server NOSThe NOS is designed to provide network resources to
clients:
Server applications, such as shared databases
Centralized data storage
Directory services that provide a centralized repository ofuser accounts and resources on the network, such asLDAP or Active Directory
Network print queue
Network access and security
Redundant storage systems, such as RAID and backups
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The NOS is designed to provide network resources toclients:
Server applications, such as shared databases
Centralized data storage
Directory services that provide a centralized repository ofuser accounts and resources on the network, such asLDAP or Active Directory
Network print queue
Network access and security
Redundant storage systems, such as RAID and backups
Network ProtocolsNetwork operating systems provide several protocolsdesigned to perform network functions.
Defines how files are exchanged on the web
Provides services for file transfer and manipulation
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Provides services for file transfer and manipulation
Retrieves e-mail messages from an e-mail server
Resolves URLs for websites to their IP addresses
Automates assignment of IP addresses
Install, Configure, and Optimize an OSTo install Windows XP Professional: Insert the installation CD An installation wizard asks a series of questions The wizard completes the installation automatically
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To install Windows XP Professional: Insert the installation CD An installation wizard asks a series of questions The wizard completes the installation automatically
Default and Custom Installations A default installation requires minimal user interaction. A custom installation allows the user to customize the
regional settings and the network settings. The technician can automate and customize a Windows
XP Pro installation to include the following features:Productivity applications, such as Microsoft OfficeCustom applicationsSupport for multiple languagesOS Deployment Feature Packusing Microsoft SystemsManagement Server (SMS)Hardware device drivers
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A default installation requires minimal user interaction. A custom installation allows the user to customize the
regional settings and the network settings. The technician can automate and customize a Windows
XP Pro installation to include the following features:Productivity applications, such as Microsoft OfficeCustom applicationsSupport for multiple languagesOS Deployment Feature Packusing Microsoft SystemsManagement Server (SMS)Hardware device drivers
Windows XP Custom Install Methods Unattended installation from a network distribution point
using an answer file. Image-based installation using Sysprep and a disk-
imaging program, which copies an image of the operatingsystem directly to the hard drive with no user intervention.
Remote installation using Remote Installation Services(RIS), which can download the installation across thenetwork.
OS Deployment Feature Pack using Microsoft SystemsManagement Server (SMS), which can dramaticallysimplify deployment of an operating system across theorganization.
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Unattended installation from a network distribution pointusing an answer file.
Image-based installation using Sysprep and a disk-imaging program, which copies an image of the operatingsystem directly to the hard drive with no user intervention.
Remote installation using Remote Installation Services(RIS), which can download the installation across thenetwork.
OS Deployment Feature Pack using Microsoft SystemsManagement Server (SMS), which can dramaticallysimplify deployment of an operating system across theorganization.
Disk Structure
Types of partitions on a hard drive:Primary partitionsExtended partitionsLogical drives
NOTE: Only one partition may be designated as theactive partition for booting the system.
In most cases, the C: drive is the active partition andcontains the boot and system files.
Additional partitions can be created as needed fororganizing files or dual-booting.
Create, view, and manage disks, directories, and files
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Types of partitions on a hard drive:Primary partitionsExtended partitionsLogical drives
NOTE: Only one partition may be designated as theactive partition for booting the system.
In most cases, the C: drive is the active partition andcontains the boot and system files.
Additional partitions can be created as needed fororganizing files or dual-booting.
Disk Management Utility
Used to display information and perform services suchas partitioning and formatting disks in Windows
Create, view, and manage disks, directories, and files
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File Systems of Windows XP
Partitions are formatted with a file system. Two filesystems available in Windows XP:
FAT32NTFS - greater stability and security features
The type of file system, NTFS or FAT32, provides therules that files within each directory must follow.
Create, view, and manage disks, directories, and files
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Partitions are formatted with a file system. Two filesystems available in Windows XP:
FAT32NTFS - greater stability and security features
The type of file system, NTFS or FAT32, provides therules that files within each directory must follow.
File Extensions
Windows file systems require at least three characters afterthe last period (.) of a file extension
Valid file name: My_file.txtInvalid file name: My_file.xt
By default, Windows does not display the file extensionThis practice can cause security problemsSome viruses are executable files disguised as a non-executable file
To avoid this security breach, you should always show fileextensions:
Start > Control Panel > Folder Options > File Types tab >Advanced > Always show extension
Create, view, and manage disks, directories, and files
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Windows file systems require at least three characters afterthe last period (.) of a file extension
Valid file name: My_file.txtInvalid file name: My_file.xt
By default, Windows does not display the file extensionThis practice can cause security problemsSome viruses are executable files disguised as a non-executable file
To avoid this security breach, you should always show fileextensions:
Start > Control Panel > Folder Options > File Types tab >Advanced > Always show extension
System Tools
To maintain and optimize anoperating system:
Disk error checking which canscan the hard drive for filestructure errors
Hard drive defragmentationconsolidates files for fasteraccess
Optimize the performance of operating systems
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To maintain and optimize anoperating system:
Disk error checking which canscan the hard drive for filestructure errors
Hard drive defragmentationconsolidates files for fasteraccess
Virtual Memory
Swap file uses free space on the hard drive totemporarily store segments of an application or data
The OS uses the swap file to mimic RAM To adjust the size of the swap file, you must be logged
in as an administrator Typically, you should let Windows manage the size of
the swap file Increasing the size of the swap space is not always
helpful and may slow down the computer
Optimize the performance of operating systems
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Swap file uses free space on the hard drive totemporarily store segments of an application or data
The OS uses the swap file to mimic RAM To adjust the size of the swap file, you must be logged
in as an administrator Typically, you should let Windows manage the size of
the swap file Increasing the size of the swap space is not always
helpful and may slow down the computer
Virtual Memory Settings in Windows XP
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Disk Defragmenter
Disk Defragmenter makes files on the hard drive contiguousand speeds up the reading of files.
To defragment a driveDouble-click My Computer on the desktop
Right-click the drive that you want to optimize
Choose Properties. On the Tools tab, click Defragment Now
Temporary Files are used by many programsDesigned to be automatically deleted later
Some must be deleted manually. Check these locations:
C:\temp, C:\tmp, C:\windows\temp, C:\windows\tmp, C:\documentsand settings\%USERPROFILE%\local settings\temp
Optimize the performance of operating systems
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Disk Defragmenter makes files on the hard drive contiguousand speeds up the reading of files.
To defragment a driveDouble-click My Computer on the desktop
Right-click the drive that you want to optimize
Choose Properties. On the Tools tab, click Defragment Now
Temporary Files are used by many programsDesigned to be automatically deleted later
Some must be deleted manually. Check these locations:
C:\temp, C:\tmp, C:\windows\temp, C:\windows\tmp, C:\documentsand settings\%USERPROFILE%\local settings\temp
Services
Services are a type of application that runs in thebackground and waits for requests
Only necessary services should be startedServices may be enabled if clients need themServices may be stopped for troubleshooting purposes
Four settings, or states, used to control services:Automatic - Starts when the PC startsManual - Administrator must enable or disable the serviceDisabled - Administrator may disable or stop a serviceStopped - The state of a service that has been disabled
Optimize the performance of operating systems
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Services are a type of application that runs in thebackground and waits for requests
Only necessary services should be startedServices may be enabled if clients need themServices may be stopped for troubleshooting purposes
Four settings, or states, used to control services:Automatic - Starts when the PC startsManual - Administrator must enable or disable the serviceDisabled - Administrator may disable or stop a serviceStopped - The state of a service that has been disabled
Optimize Web Browser and Email
Web browsers and e-mailTypically the most-used applicationsOptimizing them should increase the computer’s performance
Microsoft’s Internet Explorer (IE), general settings:Change the homepage and browser appearance
View or delete the information saved by the browser:HistoryTemporary filesCookies
Optimize the performance of browsers
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Web browsers and e-mailTypically the most-used applicationsOptimizing them should increase the computer’s performance
Microsoft’s Internet Explorer (IE), general settings:Change the homepage and browser appearance
View or delete the information saved by the browser:HistoryTemporary filesCookies
PasswordsWeb-form information
Cookies are information transmitted between aweb browser and a web server with the purpose oftracking user information to customize the pagedelivered to the user.
Internet Explorer Browser Options
To access these settings: Open an IE window Go to Tools menu Select Internet Options
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To access these settings: Open an IE window Go to Tools menu Select Internet Options
Caching in a Web Browser Caching is a feature of the web browser
Speeds up access to previously visited websites
IE copies the images or the HTML files of visited sites
Files are retrieved from the local cache rather than downloaded
Cached files may become outdated or large. Adjustablesettings are:
Refresh at every visit to the page
Refresh every time you start IE
Refresh automatically
Never refresh
To access the cached settings in IE:Tools > Internet Options > General tab > Temporary Internet Files >click Settings
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Caching is a feature of the web browserSpeeds up access to previously visited websites
IE copies the images or the HTML files of visited sites
Files are retrieved from the local cache rather than downloaded
Cached files may become outdated or large. Adjustablesettings are:
Refresh at every visit to the page
Refresh every time you start IE
Refresh automatically
Never refresh
To access the cached settings in IE:Tools > Internet Options > General tab > Temporary Internet Files >click Settings
Configure Email Client SoftwareUse the following information to set up an email
account in the email client software: Display name E-mail address Type of incoming mail server
(POP3 or IMAP)
Incoming mail server name Outgoing mail server name Username Account password
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Use the following information to set up an emailaccount in the email client software:
Display name E-mail address Type of incoming mail server
(POP3 or IMAP)
Incoming mail server name Outgoing mail server name Username Account password
Email Protocols Post Office Protocol version 3 (POP3)
Downloads email from a server to manipulate and store on localcomputer.
Internet Message Access Protocol (IMAP)Accesses email on a server to manipulate and store on the server.
User can also decide to download the email to local computer.
Simple Mail Transfer Protocol (SMTP)Sends text-only email across a TCP/IP network and is, normally, usedwith POP3 or IMAP.
Multipurpose Internet Mail Extensions (MIME)Transmits audio, video, pictures, word processor documents,applications.
Normally, used in conjunction with SMTP.ITE PC v4.0Chapter 12 27© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Post Office Protocol version 3 (POP3)Downloads email from a server to manipulate and store on localcomputer.
Internet Message Access Protocol (IMAP)Accesses email on a server to manipulate and store on the server.
User can also decide to download the email to local computer.
Simple Mail Transfer Protocol (SMTP)Sends text-only email across a TCP/IP network and is, normally, usedwith POP3 or IMAP.
Multipurpose Internet Mail Extensions (MIME)Transmits audio, video, pictures, word processor documents,applications.
Normally, used in conjunction with SMTP.
Set Display Properties
Screen resolutionDetermines the number of pixels displayed. A higher number ofpixels will display a better picture.
Refresh rateThe rate the screen image is refreshed. Refresh rates aremeasured in Hertz (Hz) or times per second.
Display colorsColors created by varying the light intensity of the three basiccolors.
Set screen resolution and update video driver
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Screen resolutionDetermines the number of pixels displayed. A higher number ofpixels will display a better picture.
Refresh rateThe rate the screen image is refreshed. Refresh rates aremeasured in Hertz (Hz) or times per second.
Display colorsColors created by varying the light intensity of the three basiccolors.
Upgrade the Video Driver The Windows default video driver may work, but may not
provide all performance options. To upgrade the driver:
Download most recent driverRemove the current driverDisable anti-virus softwareInstall the new driverEnable anti-virus softwareRestart the computer
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The Windows default video driver may work, but may notprovide all performance options.
To upgrade the driver:Download most recent driverRemove the current driverDisable anti-virus softwareInstall the new driverEnable anti-virus softwareRestart the computer
Troubleshoot Video Driver Issues
Troubleshooting problems after installing video driverExample: After performing the graphical performance steps and restartthe computer, you are unable to view the screen.
To investigate the problem and restore the settings:Reboot the computer again
During the boot phase, use the F8 key
Enter the boot options when prompted
Select the Enable VGA Mode to boot using a 640 x 480 resolution
Once the operating system is loaded:Select Roll Back Driver from graphics card PropertiesResearch possible driver issues
Set screen resolution and update video driver
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Troubleshooting problems after installing video driverExample: After performing the graphical performance steps and restartthe computer, you are unable to view the screen.
To investigate the problem and restore the settings:Reboot the computer again
During the boot phase, use the F8 key
Enter the boot options when prompted
Select the Enable VGA Mode to boot using a 640 x 480 resolution
Once the operating system is loaded:Select Roll Back Driver from graphics card PropertiesResearch possible driver issues
Dual-Boot Process
There is a dual-boot process for multiple operating systemson a computer.
During the dual-boot process:The boot.ini file indicates that more than one OS is present
You are prompted to choose the OS that you want to load
To create a dual-boot system in Microsoft Windows:More than one hard drive or a hard drive with more than one partition
Install the oldest OS on the primary partition or the hard drive markedwith an active partition
Install the second OS on the second partition or hard drive
The boot files are automatically installed in the active partition
Installation of a second operating system
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There is a dual-boot process for multiple operating systemson a computer.
During the dual-boot process:The boot.ini file indicates that more than one OS is present
You are prompted to choose the OS that you want to load
To create a dual-boot system in Microsoft Windows:More than one hard drive or a hard drive with more than one partition
Install the oldest OS on the primary partition or the hard drive markedwith an active partition
Install the second OS on the second partition or hard drive
The boot files are automatically installed in the active partition
The boot.ini File
During installation, the boot.ini file is created on theactive partition to allow choice of OS to boot.
boot.ini can be edited to changethe order of the operating systemsthe length of time to select an OS (default is 30 seconds)
To edit the boot.ini file:Right-click My Computer > Properties > Advanced Tab. Inthe Startup and Recovery area, select Settings. Click Edit.
Installation of a second operating system
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During installation, the boot.ini file is created on theactive partition to allow choice of OS to boot.
boot.ini can be edited to changethe order of the operating systemsthe length of time to select an OS (default is 30 seconds)
To edit the boot.ini file:Right-click My Computer > Properties > Advanced Tab. Inthe Startup and Recovery area, select Settings. Click Edit.
Upgrading Operating Systems
Operating systems must be upgraded periodicallyTo remain compatible with the latest hardware and software
Because support for older OS is eventually withdrawn
A Windows XP upgrade can be performed from a CD orover a network
Ensure that the new OS is compatible with the computerUse Microsoft Upgrade Advisor to scan the system for incompatibilityissues before upgrading
Upgrade Advisor is free and downloadable from the MicrosoftWindows website
Backup all data prior to beginning the upgrade
Describe how to upgrade operating systems
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Operating systems must be upgraded periodicallyTo remain compatible with the latest hardware and software
Because support for older OS is eventually withdrawn
A Windows XP upgrade can be performed from a CD orover a network
Ensure that the new OS is compatible with the computerUse Microsoft Upgrade Advisor to scan the system for incompatibilityissues before upgrading
Upgrade Advisor is free and downloadable from the MicrosoftWindows website
Backup all data prior to beginning the upgrade
Preventive Maintenance for OS
Automating scheduledupdates
Installing service packs Using Restore Points if
necessary to restore thesystem to a previous state
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Automating scheduledupdates
Installing service packs Using Restore Points if
necessary to restore thesystem to a previous state
Schedule Automatic Tasks and Updates
Use the Scheduled Tasks utility to automate: Disk cleanup Backup Disk defragmenter Starting other applications
To open the Scheduled Tasks wizard: Select Start > All Programs > Accessories > System
Tools > Scheduled Tasks Double-click Add Scheduled Task
Scheduled Tasks utility is a Windows-based GUI utility.
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Use the Scheduled Tasks utility to automate: Disk cleanup Backup Disk defragmenter Starting other applications
To open the Scheduled Tasks wizard: Select Start > All Programs > Accessories > System
Tools > Scheduled Tasks Double-click Add Scheduled Task
Schedule Automatic Tasks and UpdatesCLI automatic updates in the command line. Use the at command to automatically schedule a
command, a script file, or an application to run at aspecific date and time.
To use the at command, you must be logged in as amember of the Administrators group.
To learn more about the at command, choose Start >Run. At the CLI prompt, type cmd, and then pressReturn. At the command prompt, type at/?
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Use the at command to automatically schedule acommand, a script file, or an application to run at aspecific date and time.
To use the at command, you must be logged in as amember of the Administrators group.
To learn more about the at command, choose Start >Run. At the CLI prompt, type cmd, and then pressReturn. At the command prompt, type at/?
Automatically Update Windows XPSchedule automatic tasks and updates Settings to choose from regarding Windows XP
updates:Automatic (need to specify a date and time)Download updates for me, but let me choose when to installthemNotify me but don't automatically download or install themTurn off Automatic Updates
To access Automatic Updates:Select Start > Control Panel > double-click AutomaticUpdates
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Settings to choose from regarding Windows XPupdates:
Automatic (need to specify a date and time)Download updates for me, but let me choose when to installthemNotify me but don't automatically download or install themTurn off Automatic Updates
To access Automatic Updates:Select Start > Control Panel > double-click AutomaticUpdates
Restore PointsSet restore points Restore points return the OS to a predefined point in
time. If installation of an application or a hardware driver
causes problems, try uninstalling the application ordriver
If uninstalling does not help, try to restore the computerto an earlier time when the system worked properly
To access the System Restore utility:Select Start > All Programs > Accessories > System Tools >System Restore
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Restore points return the OS to a predefined point intime.
If installation of an application or a hardware drivercauses problems, try uninstalling the application ordriver
If uninstalling does not help, try to restore the computerto an earlier time when the system worked properly
To access the System Restore utility:Select Start > All Programs > Accessories > System Tools >System Restore
Windows XP Restore PointsSet restore points Windows XP may create restore points:
When an install or upgrade takes place
Every 24 hours, if the computer is running
Manually, at any time
Restore points contain information about the system andregistry settings used by the Windows OS.
System restore does not back up personal data files orrecover corrupted or deleted personal files.
To backup data, use a dedicated backup system, such asa tape drive, CDs, or even a USB storage device.
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Windows XP may create restore points:When an install or upgrade takes place
Every 24 hours, if the computer is running
Manually, at any time
Restore points contain information about the system andregistry settings used by the Windows OS.
System restore does not back up personal data files orrecover corrupted or deleted personal files.
To backup data, use a dedicated backup system, such asa tape drive, CDs, or even a USB storage device.
Step 1 Gather data from the customer
Step 2 Verify the obvious issues
Step 3 Try quick solutions first
Step 4 Gather data from the computer
Step 5 Evaluate the problem and implement the solution
Step 6 Close with the customer
Troubleshooting Process
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Step 1 Gather data from the customer
Step 2 Verify the obvious issues
Step 3 Try quick solutions first
Step 4 Gather data from the computer
Step 5 Evaluate the problem and implement the solution
Step 6 Close with the customer
Level-one Technician Gathers Data
Description of problem by the level-one helpdesktechnician:
Customer cannot surf the Internet or access any networkresources.Customer can login to the network using other computers.Customer has verified that their username, password, anddomain name are correct.
The helpdesk technician was unable to resolve theproblem, so the work order is escalated to a level-twotechnician.
Step 1: Gather data from the customer
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Description of problem by the level-one helpdesktechnician:
Customer cannot surf the Internet or access any networkresources.Customer can login to the network using other computers.Customer has verified that their username, password, anddomain name are correct.
The helpdesk technician was unable to resolve theproblem, so the work order is escalated to a level-twotechnician.
Level-two Technician Gathers DataStep 1: Gather data from the customer Level-two technician asks open-ended questions:
Which specific network resources are you trying to accesswith your desktop computer?Are there any network resources that you can access?When were you last able to access the network from yourdesktop?
Level-two technician draws these conclusions:In the office, no resources can be accessed.When using the modem to connect, no problems areexperienced.The problems started just after a new update was installed.
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Level-two technician asks open-ended questions:Which specific network resources are you trying to accesswith your desktop computer?Are there any network resources that you can access?When were you last able to access the network from yourdesktop?
Level-two technician draws these conclusions:In the office, no resources can be accessed.When using the modem to connect, no problems areexperienced.The problems started just after a new update was installed.
Level-two Technician Gathers DataStep 1: Gather data from the customer Technician asks closed-ended questions:
Is your network cable plugged in?
Does anyone else have this problem?
Have you changed your password recently?
Have you received any error messages on your computer?
Technician gets this information:Customer's computer experiences unexpected errors.
Customer reports an on-screen error regarding the OS; unsure ofdetails.
Technician draws these conclusions:Focus on an operating system problem.
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Technician asks closed-ended questions:Is your network cable plugged in?
Does anyone else have this problem?
Have you changed your password recently?
Have you received any error messages on your computer?
Technician gets this information:Customer's computer experiences unexpected errors.
Customer reports an on-screen error regarding the OS; unsure ofdetails.
Technician draws these conclusions:Focus on an operating system problem.
Verify the Obvious IssuesStep 2: Verify the obvious issuesTechnician asks some general questions and some
related to the functioning of the OS: Is the power turned on? Has any software been added or upgraded? Has any hardware been added or removed? Is the NIC link light on? Is the NIC listed in the Device Manager as a properly
working device? Do the mouse and keyboard work? Have any cables been added or disconnected?
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Technician asks some general questions and somerelated to the functioning of the OS:
Is the power turned on? Has any software been added or upgraded? Has any hardware been added or removed? Is the NIC link light on? Is the NIC listed in the Device Manager as a properly
working device? Do the mouse and keyboard work? Have any cables been added or disconnected?
Conclusions from Checking the ObviousStep 2: Verify the obvious issues
Technician gets this information:The computer can connect successfully by modem.The computer cannot connect to any network resources.Other computers can access network resources.All cables are connected properly.There is no link light on the NIC.
Technician draws these conclusions:Problem may be a bad cable, bad NIC, or a driver problem.
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Technician gets this information:The computer can connect successfully by modem.The computer cannot connect to any network resources.Other computers can access network resources.All cables are connected properly.There is no link light on the NIC.
Technician draws these conclusions:Problem may be a bad cable, bad NIC, or a driver problem.
Quick SolutionsStep 3: Try quick solutions first Technician tries these quick solutions:
Reboot
Install a known good network cable to this computer
Boot in safe mode using the F8 menu
Boot to last known good configuration using the F8 menu
Boot from startup disk
Ensure IP address information is correct for this computer
Technician follows these best practices:Documents results of each solution tried
Undo failed solutions before trying the next solution
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Technician tries these quick solutions:Reboot
Install a known good network cable to this computer
Boot in safe mode using the F8 menu
Boot to last known good configuration using the F8 menu
Boot from startup disk
Ensure IP address information is correct for this computer
Technician follows these best practices:Documents results of each solution tried
Undo failed solutions before trying the next solution
Gather Data from the ComputerStep 4: Gather data from the computer Technician gathers data:
Repeats some of the tests done by the level-one technician.
To look for OS problems, technician examines system files and runsdiagnostic software.
Technician gets this information:An automatic system update was performed recently.
Conclusion:The update may be causing the problem.
Technician takes this action:Ask customer to look for restore points at the time of the update.
ITE PC v4.0Chapter 12 47© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Technician gathers data:Repeats some of the tests done by the level-one technician.
To look for OS problems, technician examines system files and runsdiagnostic software.
Technician gets this information:An automatic system update was performed recently.
Conclusion:The update may be causing the problem.
Technician takes this action:Ask customer to look for restore points at the time of the update.
Evaluate Problem & Implement SolutionStep 5: Evaluate the problem and implement the solution
Technician records these notes:Computer worked on Tuesday, but not on Wednesday.Automatic system update ran at midnight Tuesday.Restore points were automatically created prior to theinstallation of the update.
Technician decides on a solution:Restore the computer to the state it was in before the automaticsystem update ran on the computer.
Technician takes this action:Ask customer to use the System Restore application.
ITE PC v4.0Chapter 12 48© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Technician records these notes:Computer worked on Tuesday, but not on Wednesday.Automatic system update ran at midnight Tuesday.Restore points were automatically created prior to theinstallation of the update.
Technician decides on a solution:Restore the computer to the state it was in before the automaticsystem update ran on the computer.
Technician takes this action:Ask customer to use the System Restore application.
Evaluate Problem & Implement SolutionStep 5: Evaluate the problem and implement the solution Customer takes this action:
Chooses “Restore my computer to an earlier time” option.
Chooses the restore point created before the update was installed.
Reboots computer.
Results of the solution:Computer operates normally.
Likely cause of the problem:A patch that was installed through an automatic update disabled networkconnectivity.
To prevent the problem from occurring again:Set Automatic Updates to require permission of the network administratoror the user.
ITE PC v4.0Chapter 12 49© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Customer takes this action:Chooses “Restore my computer to an earlier time” option.
Chooses the restore point created before the update was installed.
Reboots computer.
Results of the solution:Computer operates normally.
Likely cause of the problem:A patch that was installed through an automatic update disabled networkconnectivity.
To prevent the problem from occurring again:Set Automatic Updates to require permission of the network administratoror the user.
System Restore Point ScreensStep 5: Evaluate the problem and implement the solution
ITE PC v4.0Chapter 12 50© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Close with the CustomerStep 6: Close with the customer Technician discusses results with customer:
If possible, verbally verify the solution with the customer.
If possible, allow customer to demonstrate that the repair hassolved the problem.
If customer is not available, technician should inform the customerof the work that was performed.
If the solution is acceptable, the technician can finish thedocumentation and close the work order.
Documentation should include:A restatement of the problem
Steps taken in the troubleshooting process, and the solution
Time needed to solve the problemITE PC v4.0Chapter 12 51© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Technician discusses results with customer:If possible, verbally verify the solution with the customer.
If possible, allow customer to demonstrate that the repair hassolved the problem.
If customer is not available, technician should inform the customerof the work that was performed.
If the solution is acceptable, the technician can finish thedocumentation and close the work order.
Documentation should include:A restatement of the problem
Steps taken in the troubleshooting process, and the solution
Time needed to solve the problem
Closed Work OrderStep 6: Close with the customer
Make two copies of thefinal work order anddocumentation
One for the customerOne for the technician
ITE PC v4.0Chapter 12 52© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Make two copies of thefinal work order anddocumentation
One for the customerOne for the technician
Common Problems and SolutionsProblem Symptom Possible Solution
You have a dual-boot system, but you areunable to access the second operatingsystem.
Make sure the boot.ini is not corrupt andverify that it is correct.
A screen goes blank after you install anupdated graphics driver.
If the new driver is bad, boot to VGA modeand use Roll Back Driver to restore theprevious driver.
ITE PC v4.0Chapter 12 53© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
A screen goes blank after you install anupdated graphics driver.
If the new driver is bad, boot to VGA modeand use Roll Back Driver to restore theprevious driver.
A customer plans to install Windows XP on100 computers in a branch office over aweekend, but is very concerned about howmuch time it will take.
Advise the customer that the installation CDwill take too long. Consult with customerabout one of the automated installationsolutions.
The customer is receiving warnings aboutthe hard drive becoming too full.
Run the Disk Cleanup utility to deletetemporary files.
A customer receives error messages thatan application will not launch because arequired service is not running.
Ask the customer for the name of the servicein the error message and restart the service.
Fix an Operating System Problem Now that you understand the troubleshooting process, it is
time to apply your listening and diagnostic skills.
The first lab is designed to reinforce your skills with theoperating system. You will check restore points before andafter using Windows Update.
The second lab is designed to reinforce your communicationand troubleshooting skills. This lab includes the followingsteps:
Receive the work orderResearch the problemTake the customer through various steps to try and resolve theproblemDocument the problem and the resolution
ITE PC v4.0Chapter 12 54© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Now that you understand the troubleshooting process, it istime to apply your listening and diagnostic skills.
The first lab is designed to reinforce your skills with theoperating system. You will check restore points before andafter using Windows Update.
The second lab is designed to reinforce your communicationand troubleshooting skills. This lab includes the followingsteps:
Receive the work orderResearch the problemTake the customer through various steps to try and resolve theproblemDocument the problem and the resolution
Chapter 12 Summary Ensuring that you understand the technology needs of the
customer Knowing the differences between common operating systems Matching the customer needs to the proper technologies Knowing the different methods to install an operating system Knowing how to upgrade different operating systems Understanding how preventive maintenance can avoid
problems Knowing which preventive maintenance procedures are
appropriate for the customer Knowing how to troubleshoot operating system problems
ITE PC v4.0Chapter 12 55© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Ensuring that you understand the technology needs of thecustomer
Knowing the differences between common operating systems Matching the customer needs to the proper technologies Knowing the different methods to install an operating system Knowing how to upgrade different operating systems Understanding how preventive maintenance can avoid
problems Knowing which preventive maintenance procedures are
appropriate for the customer Knowing how to troubleshoot operating system problems
Instructor TrainingActivities
ITE PC v4.0Chapter 12 56© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Instructor TrainingActivities
Activities for Instructor Training1. Take the Quiz provided in Chapter 12 course content.
2. Complete the 2 activities, 1 worksheet and 6 labsincluded in Chapter 12. While you are completingthese, make notes of potential issues and questionsthat students may have.
3. Show examples of the AT command. The genericform of the command may be difficult to understand.
4. Make the troubleshooting section into an interactiveproblem-solving discussion with instructors, ratherthan a one-way presentation.
ITE PC v4.0Chapter 12 57© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
1. Take the Quiz provided in Chapter 12 course content.
2. Complete the 2 activities, 1 worksheet and 6 labsincluded in Chapter 12. While you are completingthese, make notes of potential issues and questionsthat students may have.
3. Show examples of the AT command. The genericform of the command may be difficult to understand.
4. Make the troubleshooting section into an interactiveproblem-solving discussion with instructors, ratherthan a one-way presentation.
Instructor Training Discussion Share and discuss with the other instructors, your
list of any potential student issues and questionsregarding the activities and labs.
ITE PC v4.0Chapter 12 58© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public