chapter eight troubleshooting operational problems

Chapter Eight

Troubleshooting Operational Problems

© 2006-2011 Wiley, Inc. All Rights Reserved.

Strata Objectives Covered

2.2 (2.2 FC0-U21 U.K.) Recognize common operational problems caused by hardware–Critical error message or crash–System lockup (freeze)–Application will not start or load–Cannot logon to network–Driver/hardware compatibility–Input device will not function

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Types of Failures

• Startup failure• OS error messages• OS slowdown or lockup• Application failure• Device failure

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Nothing on the Monitor

• No fans, no drive spinning– Usually a power problem– Check that computer is plugged in– Try replacing power supply– Bad motherboard or CPU can cause

computer to appear dead

• Fans and noise but no video– Bad monitor or display adapter

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POST Card

• POST = Power On Self Test• Circuit board that fits into a slot on

the motherboard• Displays a two-digit numeric code on

its LED• Tells you where the system is in the

boot process• Book that accompanies card tells

what each number represents

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Startup Error Message

• Gray text on a black background• Occurs before OS loads• Often triggered by failing hard disk or

bad memory• Exact wording varies:

– Disk drive failure– No boot disk found– Memory parity error

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STOP Error Message

• Gray text on a royal blue background• Occurs after OS has started loading• Error message begins with STOP,

and is followed by a code that tells the exact problem

• Look up error code online• Power off/on the PC to try booting

again

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Reasons Windows Won’t Load

• Missing or corrupt Windows system files (examples: Winload.exe, Ntoskrnl.exe, Hal.dll, Winlogon.exe)

• Missing or corrupt driver file for critical device

• Corrupt Registry• Incompatible or corrupt applications

or services loading at startup

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Troubleshooting Windows Startup Errors

• Boot into Safe Mode• Disable all non-essential programs

from loading at startup– Use MSCONFIG

(System Configuration)

– On Startup tab, deselect any non-essential items

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Troubleshooting Windows Startup Errors

• Disconnect all non-essential external devices

• Try using System Restore to return system to earlier state

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Windows Recovery Environment

• Boot from the Windows DVD– Change boot order in BIOS setup if

needed to prefer the DVD drive

• Choose System Recovery Options• Choose Startup Repair and follow

the prompts

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Mac OS X Startup Problems

• Flashing question mark icon means it can’t find the hard disk or a system folder

• Prohibition icon (or “sad Mac” on older versions) indicates all other system problems

• Error code accompanies icon; look up code online

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OS System Error Messages

• Some common Windows errors:– Windows has recovered from a serious

error– The system is low on virtual memory.

Windows is increasing the size of your virtual memory paging file

– Data error reading/writing drive– A runtime error has occurred. Do you

wish to debug?

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OS Slowdown

• Common reasons:– Physical memory is mostly used up, so

the OS is relying more than usual on the paging file

– CPU is being heavily used

• Either/both of the above can be caused by malfunctioning software or malware

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OS Slowdown

• Check memory and CPU usage using Task Manager

• Terminate any applications or services that are out of control

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OS Lockup

• Does mouse pointer still work?– Yes: application problem. Use Task

Manager to terminate unresponsive application, or reboot.

– No: hardware or overheating problem. Power off, and allow PC to cool 10-15 minutes. Check fans and cooling systems.

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Application Won’t Install or Run

• Check system requirements• Shut down all other running

programs• Check manufacturer’s Support

website for known compatibility issues

• Check Support website for available patches and updates

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Application Won’t Install or Run

• If older application, try Compatibility Mode– Right-click application icon and

click Properties– Use Compatibility tab settings

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Recovering from Application Crashes

• Windows: Right-click task bar and choose Task Manager, or press Ctrl+Alt+Delete

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Recovering from Application Crashes

• Mac: Choose Force Quit from the Apple menu, or press Command+Option+Esc

• If problem persists, reboot• If rebooting does not solve problem,

troubleshoot as described next

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Troubleshooting Application Crashes

• Check hardware and OS requirements

• Check compatibility issues at Support website (example: specific display adapter may be incompatible)

• Check documentation for any workarounds

• If older app, try Compatibility Mode

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Previously Working Application Fails

• Check for virus or other malware infection

• Repair or reinstall application• Check that application’s license has

not expired• Try a System Restore to restore

earlier version of system files• Remove recent Windows update(s)

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Device Failures

• Hardware/driver compatibility– Check for any available driver or

software updates– Check that driver is for the specific

model you have

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Device Failures

• Malfunctioning input devices– Check for damage– On a mouse or keyboard, check that dirt

is not impeding operation– Try plugging into a different port– Check device status in Device Manager– Reboot

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Can’t Browse Network Resources

• Confirm that network adapter is working

• Use command prompt IPCONFIG

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Can’t Browse Network Resources

• Confirm that cable or wireless connection is established with router or switch

– Use command prompt PING to ping 127.0.0.1 (loopback address)

– Ping the IP address of router or switch

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Troubleshooting Network Connectivity

• Network login rejected– Check that caps lock isn’t on– Ask network admin about any known

issues preventing login

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Troubleshooting Internet Connectivity

• Power-cycle your cable or DSL modem

• Power-cycle the router and computer

• At command prompt, PING a website

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• At command prompt, use TRACERT to see where connectivity is breaking down

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• Check with your ISP to see if there is a temporary service outage

• Wait a few hours to see if problem resolves itself

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chapter eight troubleshooting operational problems

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