Maintaining and Troubleshooting Windows

© 2010 The McGraw-Hill Companies, Inc. All rights reserved

Mike Meyers’ CompTIA A+® Guide to

Managing and Troubleshooting PCs

Third Edition

Maintaining and Troubleshooting Windows

Chapter 17




Third Edition

• In this chapter, you will learn how to

– Maintain Windows

– Optimize Windows

– Troubleshoot Windows

Overview




Third Edition

Maintaining Windows

CompTIA A+Essentials

Essentials




Third Edition

Maintaining Windows

• Maintaining Windows means keeping Windows running well– Patching the OS– Clearing out old files– Pruning the Registry– Running hard drive utilities, such as Error-checking

and Disk Defragmenter– Implementing security against malware– Scheduling maintenance so it happens regularly




Third Edition

Patches, Updates, and Service Packs

• Windows updated regularly– Flaws, bugs, program errors found and corrected– People still didn’t

update theircomputers!

• Windows Update– Enables automatic

updating of systemsover Internet

– Express for high-priority updates




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Accessing Windows Update

• Access Windows Update in two ways

– Start | All Programs | Windows Update

– Or in Internet Explorer, Tools | Windows Update




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Automatic Updates

• Automatic (recommended)– Updates downloaded and installed automatically

• Download Updates for Me– Updates downloaded, but not installed

automatically

• Notify Me– User notified when updates are available

• Turn Off Automatic Updates– No automatic updates




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Managing and Uninstalling

• Highest of the high-priority updates: Service Packs – Collection of updates– Often add new features– Windows XP SP2 considered a different version of the OS

• Security Center (in Control Panel)

• Process of installing and updating Windows is called patch management

• Uninstall service packs– Add/Remove Programs– Spuninst.exe




Third Edition

Disk Maintenance

• When troubleshooting OS, remember basic disk tools– Error-checking– Disk Defragmenter

• Disk Cleanup– Helps clean out junk files




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Registry Maintenance and Malicious Software

• Registry maintenance – Registry can get bloated– Older tool from Microsoft named RegClean– Not updated for 2000/XP/Vista– Can use third-party tool such as CCleaner

by Piriform

• Security– Spyware/antivirus/firewall– Integral part of computing today– Covered in more depth in Chapter 26




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Scheduling Maintenance

• Use the Task Scheduler/Scheduled Tasks– Windows 2000/XP have version 1.0– Windows Vista/7 have version 2.0– Find in the System Tools section of the Start menu– Key to making it work: know the name of the

executable for the program you’re scheduling




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Scheduling Maintenance (continued)

• Task Scheduler in Vista/7 more advanced– Triggers are actions that start a program– Actions define both the program and how the

program runs– Conditions are extra criteria for running the

program• Is the system idle?• Is the system connected to the Internet




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• Typical tasks to schedule– Disk defragmentation (especially with

Windows 2000/XP)• %systemroot%\system32\defrag.exe

– Error-checking• %systemroot%\system32\chkdsk.exe• Use the /F and /R switches




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• This screen shows a typical task scheduled in Windows XP




Third Edition

Lab – What’s Scheduled?

• Many tasks run automatically in Vista• Start | All Programs | Accessories | System

Tools | Task Scheduler• Drill down on menu on left

– Task Scheduler Library– Microsoft– Windows

• Can make changes in scheduling here– Click Defrag to see the

current settings




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Controlling Start-up Programs

• System Configuration Utility – Use to edit and troubleshoot

• Programs that load at start-up• Automatic processes• Services

– Start | Run or Start Search | msconfig




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Lab – MSCONFIG

1. Start | Start Search

2. Type msconfig and press ENTER

3. Select the Startup tab

4. Deselect anythingunnecessary

5. Reboot• Can always undo

in Safe Mode if youdeselect somethingnecessary




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Optimizing Windows




Third Edition

Optimizing Windows

• Optimizing Windows means to make it better

• Five general areas for improvement– Installing and removing software– Installing and removing devices– Adjusting Performance Options to fine-tune

experience for specific computer– Resource tracking to discover and remove

bottlenecks– Preparing for problems to minimize any downtime




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What’s Installed?

• Start with the System Information tool– Referred to on exams as MSINFO32– Shows installed software and resources




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Installing or Removing Software

• Installing software– Most programs are distributed on optical discs that

make use of the Autorun feature– Or you could use the Add or Remove Programs

applet in Control Panel (2000/XP)– Use Run as Administrator . . . in Windows Vista

when UAC balks at an installation

• Removing software– Use the uninstall option that is part of the program– Add or Remove Programs (2000/XP)– Programs and Features (Vista)




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Add or Remove Programs

Uninstall option

Control Panel




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Windows Components/Features

• Miscellaneous Windows components can be installed or uninstalled

• Access from Add or Remove Programs in Windows 2000/XP




Third Edition

Windows Components/Features (continued)

• Miscellaneous Windows components can be installed or uninstalled

• Access from Programs and Features in Windows Vista/7




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Installing/Optimizing a Device

• Pretty much the same in all versions of Windows

• Driver Updates– Can use Windows Update– In Windows 2000/XP, must

use Custom option in Windows Update to see updates

– Or check manufacturer’s Web site




Third Edition

Installing/Optimizing a Device (continued)

• Driver Updates in Vista– Can use Windows Update




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Driver Signing

• Process of testing and verifying drivers

• Windows Hardware Quality Lab– Tests drivers– Issues digital signatures

• Signed drivers– “Designed for Windows 2000”– “Designed for Windows XP”– “Designed for Windows Vista”




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Unsigned Drivers

• Many manufacturers issue drivers that have not been tested and signed by Microsoft– When detected during a hardware install, you’ll get the

message shown




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Device Manager

• Can roll back faulty driver− If you accidentally install a faulty driver, you can roll

back to the driver that was installed originally




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Adding a New Device

• Windows usually automatically detects new devices

• If not, use the Add Hardware Wizard

– From Control Panel

– From Hardware tab of System Properties




Third Edition

Lab – Install a Modem (1)

• About 99 percent of the time, Windows will detect new hardware installed within the system unit

• There are times when the user will want to install legacy devices (really old devices)

• In cases like this, Windows trusts that it is there and you installed it correctly

• For this lab, we will install a Phantom Modem




Third Edition


1. Start | Control Panel | Add Hardware | Add Hardware Wizard, next – Windows will scan your

computer for new hardware

2. In XP, select Yes, I have connected | Next | Scroll to Add a new hardware device | Next

3. Install hardware manually | Modem | Next | Don’t detect | Next | Standard 56000bps | Next | COM 2 | Next | Finish

4. Find it in Device Manager




Third Edition


• While in the Device Manager, right-click the newly installed Modem, then select Disable– What symbol is displayed when a device has been

disabled?

• There is no modem attached to the computer, so we need to delete the device– Right-click the device, then click Uninstall




Third Edition

Performance Options

• Visual effects in Windows affect performance• You can enhance the performance of a

minimum-spec. computer by disabling some or all of the fancier effects– System applet | Advanced tab or Advanced System

Settings | Advanced tab– Right-click My Computer/Computer and select Properties |

Advanced tab or Advanced System Settings– Click the Options (Windows 2000) or Settings (Windows

XP/Vista) button in the Performance section– Opens the Performance Options dialog box




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Performance Options (continued)

• Select Adjust for best performance to remove some features and improve performance

• Select Custom to suit specific needs




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Performance Options, Other Tabs

• Rarely adjust Advanced features– Processor scheduling

• Programs• Background services

– Memory usage• Programs• System cache

– Virtual memory• Change location of paging file• Change size of paging file




Third Edition

Performance Options, Other Tabs (continued)

• Data Execution Prevention (DEP)

• Monitors memory– Stops hostile takeovers

by viruses and other malware

– Does not stop viruses, just makes them less effective

– Can monitor all running programs, but resource intensive

– Only XP SP2 and later




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Resource Tracking

• Track resources to find and relieve bottlenecks

• Core Resources– CPU– Memory– Disk– NIC

• Resource tracking tools– Task Manager (all)– Performance Console (2000/XP)– Sidebar Gadgets (Vista)– Performance and Reliability Monitor (Vista)




Third Edition

Task Manager

• Task Manager enables real-time tracking– Applications– Processes– Performance

• Can force programs and processes to stop

• To start– Press CTRL-SHIFT-ESC– or CTRL-ALT-DEL




Third Edition

Performance Console (2000/XP)

• One of the Administrative Tools• Double-click the Performance shortcut to run




Third Edition

Performance Console (2000/XP) (continued)

• Performance console contains two utilities– System Monitor snap-in

• Track resource use and network throughput• Collect and view real-time data about memory, disk,

processor, network, and other activity in graph, histogram, or report form

– Performance Logs and Alerts snap-in• Collect performance data from local or remote computers• Configure logs to record performance data and set system

alerts to notify you when a value is above or below a defined threshold




Third Edition

Performance Console

Add counter

Legend

Value bar

• Press CTRL-H to highlight one set of data




Third Edition

Objects and Counters

• An object is a system resource

• A counter tracks specific information about the object

• Performance consoleincludes System Monitor – Shows real-time data on

objects– Click the + to add

counters for new objects




Third Edition

Performance Logs and Alerts

• Performance Logs and Alerts enables you to create a baseline or log

– Record of anything that happens on your computer

– Right-click Counter Logs and select New Log Settings

– Give it a name and then make your choices




Third Edition

Windows Vista Sidebar

• Sidebar enables you to load various gadgets

• Some provide nice diagnostic tools– CPU utilization meter– RAM usage– Network speed and connectivity

• Start | All Programs | Accessories | Windows Sidebar to add them

• Or click the + button on the sidebar




Third Edition

Reliability and Performance Monitor (Windows Vista/7)

• Contains complete Performance Monitor• Adds more tools

– Resource Overview– Reliability Monitor– Data Collector Sets – Reports

• Start PerformanceInformation andTools in Administrative Tools– Opens with Resource Overview




Third Edition

Reliability and Performance Monitor (continued)

• Resource Overview– Advanced Task Manager for quick glance at what’s

in use

• Performance Monitor– Works the same as the Performance Monitor in XP

• Reliability Monitor– Describes stability and reports crash dates

• Data Collector Sets– Tracks all sorts of things– Both user defined and presets– Use Reports to view the results




Third Edition

Windows Broken?

• It is only a matter of time before something goes wrong with Windows

• There are things the client and the technician can do to head off problems or minimize potential damage and downtime




Third Edition

Preparing for Problems

• Tools to prepare for problems in Windows 2000 and Windows XP– Backup Utility (Both)– Emergency Repair Disk (Windows 2000)– Automated System Recovery (Windows XP)– Backup Wizard (Both)

• Tools to prepare for problems in Windows Vista– Backup and Restore Center

• Other tools– System Restore (XP/Vista)– Recovery Console (2000/XP)– System Recovery Options (Vista)




Third Edition

Backup

• Backup program enables you to back up and restore data and system files– Backup or Restore Wizard offers a nice set of

features– Deselect the Always start in wizard mode check box

for more options

• Always verify your backup– Would be bad to count on a bad or incomplete

backup!




Third Edition

Backup: Advanced Options

• Different options according to OS• Windows 2000: Emergency Repair Disk (ERD)

• Stores a copy of the Registry in \WINNT\REPAIR

• Windows XP: Automated System Recovery (ASR)• Creates a backup of your system containing the system

partition and disks containing the operating system




Third Edition

Backup Wizard

• Backup program enables you to back up and restore data and system files– Backup System State Data backs up the Registry

and other key system data




Third Edition

Backup Options

• Goal of a good backup is to have the data ready for you quickly in case of a crash

• Do you need to do a full backup every night? – Most files won’t change– Too time consuming

• Archive bit indicates that a file has been backed up– Off = backed up and not changed– On = new or changed since last backup




Third Edition

Backup Options

• Normal backup– Full backup; archive bit is turned off

• Incremental backup– Backs up all files with archive bit on– Turns archive bit off

• Differential backup– Backs up all files with archive bit on– Leaves archive bits on




Third Edition

Incremental vs. Differential

• Both start with full backup• Incremental backups stay small, quick• Differential get progressively bigger, but

require only two restores to restore




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Backup and Restore Center

• Back up files or back up the whole computer

• Simplified options– Tape not supported– No longer can choose

to run incremental or differential




Third Edition

System Restore

• System Restore enables you to create a restore point

– A copy of your computer’s configuration at a specific point in time

– Does not include data, only system configuration

– To create a restore point• Start | All Programs | Accessories | System Tools |

System Restore

– A new restore point is automatically created whenever you install new software




Third Edition

System Restore (continued)




Third Edition

Lab – Create a Snapshot (1)

• Your company is about to install a new software package

• You want to make sure you have a backup copy of the system configuration before this new package is installed– Start | All Programs |

Accessories | System Tools | System Restore




Third Edition

Lab – Create a Snapshot (2)

• “Welcome to System Restore” | Create a Restore Point | Before_the_big_install | Create– The computer will create a snapshot of the system

settings




Third Edition

Lab – Software, BAD IDEA!

• The software package has caused strange problems throughout the company

• You need to bring the computers back to a simpler, happier time– Start | All Programs |

Accessories | System Tools | System Restore | Restore my computer to an earlier time

– Select the snapshot you made in theprevious lab




Third Edition

Recovery Console (2000/XP)

• Recovery Console offers a command-line interface to help resolve issues such as faulty drivers

• Access Recovery Console– Run Setup, select Repair and then Recovery

Console (lets you run it from the CD)

– Or install to your hard drive from XP disc Start | Run | d:\i386\winnt32 /cmdcons (assuming d: is the optical drive letter)




Third Edition

System Recovery Options (Vista)

• Graphical Tool– Boot to the Vista (or 7) DVD– Select Repair your computer




Third Edition

Troubleshooting Windows




Third Edition

Troubleshooting Windows

• Failure to boot

• Failure to load the GUI

• Troubleshooting tools in the GUI

• Troubleshooting application problems




Third Edition

Failure to Boot

• Common errors

– No Boot device present– NTLDR bad or missing– Invalid Boot.ini

• Three-step response process

– Attempt to repair– Attempt to restore– Rebuild




Third Edition

Attempt to Repair (2000/XP)

• The Recovery Console is a text-mode command interpreter– Separate from the Windows command prompt– Enables you to access the hard drive – Limited access to NTFS and FAT volumes– Requires an Administrator password– Start and stop services, repair the master boot

record and boot sector, format volumes– Boot to Windows CD and select Repair– Access preinstalled Recovery Console at startup




Third Edition

Recovery Console Commands




Third Edition

Recovery Console Commands (continued)

• Chkdsk– Runs CheckDisk

• Cls– Clear screen

• Disable and Enable– Disables and enables

services or drivers

• Diskpart– Create or deletes a

partition

• Extract– Brings files in from

CAB files

• Fixboot– Writes a new boot

sector partition– If you receive “NTLDR

is compressed” • Run Recovery Consol |

FIXBOOT

• Fixmbr– Fixes the Master Boot

Record




Third Edition

Attempt to Restore (2000/XP)

• For Windows 2000– Use ERD– ERD is available only if ERD disk was created

• For Windows XP, use ASR– ASR Recovery is available only if ASR backup

was created– Consider ASR a last resort– Restores to ASR backup point




Third Edition

Rebuild

• Try to back up or recover data first

• Recover CDs or recovery partitions, restore system to factory state– All data is lost




Third Edition

Failure to Load GUI

• Device driver problems– Windows Stop Error– Blue Screen of Death (BSoD)

Remove the device and reboot

• Registry– BSoD with “Registry File Failure”– “Windows could not start”

Restore the Registry w/ Advanced Startup Options (Last Known Good Configuration) and reboot




Third Edition

Advanced Startup Options

• Press F8 after POST to launch Advanced Startup Options – Safe Mode– Safe Mode with Networking– Safe Mode with Command Prompt– Enable Boot Logging (creates NTBTLOG.TXT)– Enable VGA Mode/Enable Low-Resolution Mode– Last Known Good Configuration– Directory Services Restore Mode (Server only)– Debugging Mode– Disable Driver Signature Enforcement (Vista)– Start Windows Normally (to abort advanced boot

options)




Third Edition

Advanced Startup Options (continued)

–Safe Mode• Basic files and drivers are loaded

with no network

• Can access Device Manager and restore points in Safe Mode

• Often works in response to BSoD

–Safe Mode with Networking• Networking capabilities added

–Safe Mode with Command Prompt

• Command prompt only




Third Edition

Advanced Startup Options (continued)

• Enable Boot Logging– ntbtlog.txt is located in the %systemroot% folder

(commonly C:\Winnt or C:\Windows)

• Enable VGA Mode– Load driver in standard VGA mode– Allows correction of settings (refresh/resolution)

• Directory Services Restore Mode– Domain controllers only

• Debugging Mode – Rarely used




Third Edition

Troubleshooting Tools in the GUI

• Once in the GUI, can use any tools we’ve discussed or will discuss

• Event Viewer

• Device Manager

• More




Third Edition

Autoloading Programs

• System Configuration Utility (msconfig) – Can set which programs and services automatically

start; can turn services off– Very effective when combating Spyware




Third Edition

Services and System Files

• Services– If critical services does not

start, Windows will give error– Common error:

Service set to manual instead of automatic

• System Files– Corrupted DLL files– Corrected with

System File Checker (SFC)– SFC /SCANNOW will verify they are healthy and

replace if necessary




Third Edition

System Restore

• When you can get into the GUI, use System Restore to load a restore point

– Return to working copy of Windows

– Will not delete or replace data files

– Great “oops” tool




Third Edition

Application Problems

• Installation problems– Often lacking supporting program, such as

.Net Framework– Download the proper version from Microsoft

• Compatibility issues– Can try running older applications in

compatibility mode – Can also Run as administrator in Vista

• Problems with uninstalling– Usually a lack of privilege – Right-click and Run as administrator




Third Edition

Documents

Maintaining and Troubleshooting Windows