Chapter 12: Advanced Operating Systemsinfo.psu.edu.sa/psu/cis/kalmustafa/CISCO/Lecture Slides/ITE_PC_v40... · Chapter 12 Objectives ð§12.1 Select the appropriate operating system

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


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


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


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


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.


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


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


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


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


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


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.


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


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



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.



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



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


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



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


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



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



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


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


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


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


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


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


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


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


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


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


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


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.


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/?


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


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


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.


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


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


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.


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.


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?


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.


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


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.


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.


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.


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


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


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.


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


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


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


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.


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.


Q and A

