Fault Tolerance and Troubleshooting

Windows XP Fault Tolerance and Troubleshooting

70-270: MCSE Guide to Microsoft Windows XP Professional

Microsoft IntelliMirror (Page 1)

Set of Windows XP features that ensures the availability of: User’s data via synchronization Recovery of personalized settings Software and application installation and repair


User data management: Using folder redirection, a folder on a user's

local machine (i.e. My Documents) can be synchronized with a folder on a network

Local or network versions of modified files are updated on the other location automatically

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Synchronizing Files http://course.labmentors.com


User settings management Equivalent of a roaming profile Since a user in a domain network can logon

to their personal settings from any machine … If a computer is unavailable or crashes, the

user configurations can be transferred to another machine …

Or even could be used as an alternative to retaining personal settings when upgrading to a new machine


Software installation and maintenance If users inadvertently remove applications

or system files, or if their systems crash … Windows Installer Service (WIS) can be

used to rebuild software (applications, updates and even O/S upgrades)

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1. Download Adobe Acrobat Reader from: http://www.adobe.com/products/acrobat/readstep2.html

2. Install program Adobe Reader and Google Toolbar

3. Run Control Panel

4. Select "Add or Remove Programs" applet

5. Select <Change/Remove> for "Google Toolbar"

6. Click <Yes> button to confirm (if necessary)

7. Follow prompts

8. Close dialog windows

Microsoft Backup Utility (Page 1)

The only Windows XP utility for making backups using media: Tape drives External hard disks (i.e., network drives) Zip or Jaz drives Recordable CD-ROM drives Logical (partitioned or mapped) drives (Microsoft IntelliMirror technologies are used

only to synchronize to a network folder)


To launch the utility select Start menu Programs Accessories System Tools Backup

The two methods to back up data are the Backup Wizard (default option when Backup is executed) and manual backup: Click the Advanced Mode hyperlink and the

Backup tab to set backup options manually Or click Wizard Mode hyperlink on Welcome tab

in Advanced mode to return to the wizard


In Advanced Mode, the Backup utility main functions are: Back up programs and files Restore programs and files Create an ASR data set (Automated

System Recovery)


Options include backing up: Everything on computer Just specific files and folders System State data including system’s boot

files, COM settings, and Registry data

Microsoft Backup Utility

Microsoft Backup Utility

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Backup "My Documents" to "F:\" Delete a file from "My Documents" Restore files from the backup


Select Backup Type tab in the Tools Options… dialog: Copy backup—backs up all files but does not

set off archive bit (not marked as updated) Normal (or full) backup—backs up all files and

sets off archive bit (marked as updated) Daily backup—backs up only files that have

been created or modified the day of the backup (archive bit not set off)


Backup Type (con.): Differential backup—backs up only files that

have been created or modified since last full or incremental backup (archive bit not set off)

Incremental backup–backs up only files that have been created or modified since last full or incremental backup (archive bit is set off)


Most backup schemes combine the use of: Weekly full backups … And daily backups of either type incremental

or differential Incremental daily backups:

Makes daily backup operation run quicker Requires a longer restore period—restore from

last full backup; then perform restores of each incremental backup in order created


Differential backups: Causes a longer and longer backup period

each day (because archive bit is left on) Requires increased storage space on backup

media each day Restore time is greatly reduced in comparison

with incremental—restore from last full backup; then perform restores of last differential backup


Automated System Recovery (ASR) Restores essential system files in event of

severe system failure Does not protect personal data or application

configuration settings Creates a backup of only those files essential

to the boot process Media set consists of both:

Backup floppy One or more backup tapes or other media

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Set up a scheduled backup: Backup files and settings My documents and settings To drive C:\ Advanced button:

Incremental Replace the existing backup Later: Daily (in five minutes)

Preventive Maintenance

Several mechanisms to reduce user problems: Device Driver Rollback (from Chapter 3)

Reinitializes previous driver (was saved by XP) Windows File Protection Automatic Updates and Windows Update

(from Chapter 3) Desktop Cleanup Wizard

Windows File Protection (Page 1)

Ensures that the correct and uncorrupted version of certain operating system core files is retained on system

Files include .sys, .dll, .exe and .ocx files, as well as True Type font files


Protects list of sacred files from changes due to application installation, infection from a virus, or human error

Works in the background invisibly to users (in most cases) Sometimes system may prompt user for reboot


If write operation occurs for one of these files, the resulting file is compared to a database of known files … The replacement files may be stored in

WINDOWS\system32\dllcache, the original Windows XP installation disks or a copy, or a network share

If there is a mismatch, the altered file is replaced automatically


System File Checker (SFC) tool: The system software tool that performs the

inspection and replacement of monitored files Usually executed automatically The "SFC" command also can be executed

manually from the command prompt The command also can be used to purge and

rebuild the DLLCACHE folder

Windows File Protection

Desktop Cleanup Wizard

Asks permission to remove unused icons from desktop

Launches automatically every 60 days Can be disabled:

Select the Display applet from "Control Panel" Click the <Customize Desktop> button on the

Desktop tab On the General tab turn off the "Run Desktop

Cleanup Wizard every 60 days" checkbox

Repairing Windows XP Professional

Options for repairing or restoring computer: Safe Mode (from Chapter 13) System Restore Emergency repair process Recovery Console Remote OS installation

System Restore (Page 1)

Can be used to return O/S to previously saved state … Reverse system configuration settings Reverse Registry changes Undo the changes made by installed software Does not affect personal files or e-mail

Only can be used if system boots

System Restore (Page 2)

Automatically creates restoration points during critical system changes

User also can initiate the creation of a restoration point manually

To run System Restore: Start Programs Accessories System Tools

System Restore Controlled and managed through:

System Restore tab of System applet Setting on/off and amount of memory used

System Restore

Emergency Repair Process (Page 1)

For problems caused by: Corrupt or missing system files Startup environment Partition boot sector

Boot from Windows XP Professional Setup CD (or floppy disk) Press "R" when prompted to select to Repair

Windows XP (do not select reinstall), and "R" again to start emergency repair process


Select from one of two options: Fast repair—automatically attempts to repair

problems to Registry, system files, boot volume, and startup environment without user interaction

Manual repair—lets user decide to repair the Registry, system files, boot volume, or startup environment


Reboots automatically if emergency repair process is successful

If unsuccessful it might be necessary to reinstall Windows XP Probably also means reinstalling applications

and updates

Recovery Console (Page 1)

For system administrators and expert users, offers more precise control over troubleshooting and repair process Password for Administrator account must be

entered to logon to Recovery Console Must be installed from "i386" folder of

Windows XP installation disk Use the command prompt Type "winnt32 /cmdcons" to install


Recovery Console also may be run from the installation CD-ROM … Press <F8> when prompted and select

Recovery Console from alternate boot menu


Select "Microsoft Windows Recovery Console" from list of available operating systems when booting

Type "help" at command prompt for list of available Recovery Console commands


Commands: bootcfg—boot file configuration and recovery chkdsk—checks and reports on status of

every sector on disk disable—to disable a service or driver enable—to enable or start a service or driver exit—exit Recovery Console and reboot


Commands (con.): fixboot—writes a new partition boot sector

onto system partition fixmbr—repairs the Master Boot Record systemroot—sets current folder to system

root


Recovery Console often is a better way than the Emergency Restore Process to restore damaged Registry … Registry files in %systemroot%\Repair come

from installation of Windows XP Professional Any changes made after initial installation are

lost when using ERP


To remove Recovery Console: In "My Computer" be certain that on View tab

of Tools menu → Folder Options: "Show hidden files and folders" is on "Hide protected operating system files" is off

In the root directory, delete the \cmdcons folder and the cmldr file

From the "boot.ini" file delete the command C:\CMDCONS\BOOTSECT.DAT="Microsoft Windows Recovery Console" /cmdcons

General Principles of Troubleshooting

Take action to resolve issues at hand as quickly as possible

Troubleshooting Art and science Systematically diagnosing and eliminating

problems in computer system Usually fairly tedious process

Computer Information File

Computer information file (CIF) stores detailed information about hardware and software products that make up computer

Not just a single file but an ever-expanding accumulation of manually created data sheets sorted into related groupings

Should be stored in protected area and accessible in event of an emergency

Constructing CIF from scratch is a lengthy process

System Information Tool

Provides a list of: Installed hardware and software Details of loaded drivers, and whether or not they

are signed IRQ's that are assigned Etc.

The starting point for creating a CIF From Start menu Programs Accessories

System Tools System Information

System Information Tool

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View the System Information dialog From Start menu Programs

Accessories System Tools System Information

Expand and review Hardware Resources, Components, Software Environment and Internet Settings

Troubleshooting Tools

Troubleshooting tools that are available in Windows XP Professional include: Event Viewer Computer Management

Event Viewer (Page 1)

Used to view system messages regarding success and failure of key occurrences

Information includes: System drivers or service failures Security problems Misbehaving applications

Accessed from Administrative Tools in the "Control Panel"

Event Viewer (System Log)


The logs are: System log—internal processes including

hardware and operating system errors, warnings and general information

Security log—audit events for failed logons, user right alterations, attempted object accesses with sufficient permissions

Application log—application (software) events and alerts

There may be also Directory service, DNS Service, and File Replication Service logs


All logs collect the same meta-information about each event: Date, Time, Source, Category, Event, User ID

and Computer Logged events include additional detail

about each error (select Properties): Error code number Detailed description with memory HEX buffer

capture (dump) A link to Microsoft "Help and Support Center"

Event Properties Dialog for Event Viewer

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Create an MMC console for Event Viewer Run console and select the System log Select an event in right pane Select Action Properties (or just

Properties from shortcut menu) Review the information

Computer Management Tool

Large number of tools that are collected into a single interface

Grouping them together makes locating and resolving problems easier

Accessed from Administrative Tools in the "Control Panel"

The console is divided into three sections: System Tools Storage Services and Applications

Computer Management Tool

System Tools (Page 1)

Event Viewer—same information as applet in Administrative Tools

Shared Folders—views hidden and public shares, current sessions and open files; viewing and setting share settings for user limits, caching and permissions

Local Users and Groups—enhanced tool to manage users and groups (disabled if Active Directory is present)

System Tools (Page 2)

Performance Logs and Alerts—the rather tedious and complex Windows XP "Performance Monitor" tool (Chapter 11)

Device Manager—same tool as found on Hardware tab of the System applet in the "Control Panel"

Storage

Removable Storage—manages floppy disks, tapes, ZIP drives, flash drives, etc.

Disk Defragmenter—reassembles fragmented files and aggregates unused space

Disk Management—views and alters partition and volume configuration of hard drives

Services and Applications

Services—stop and starts services, and sets whether they initiate at startup

WMI Control—controls and configures Windows Management Instrumentation service

Indexing Service—related to the indexing of documents to improve searching

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Check to see if "Workstation" and "Server" services are running

Launch Computer Management (from applet Administrative Tools in "Control Panel") and drill down to Services and Applications Services

Right-click service for Properties Click hyperlink to Start, Stop, Pause or

Restart a service

Troubleshooting Wizards

Many troubleshooting Wizards are associated with specific system components or services

Click the <Troubleshoot…> button to start the process (or for some applets the button may be labeled <Repair…>

Answer each question until a solution is determined (the focus is on accomplishing tasks, not just informational)

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Troubleshooting Installation Problems (Page 1)

Windows XP Professional installation is susceptible to several types of errors: Media errors—physical problem with CD-ROM

or the copy of distribution file on the network, or problem with the network link; replace media and restart the installation

Domain controller communication difficulties—if attempting to join a domain; could be mistyped user name, password, or domain name; check spelling and check connection to the network

Troubleshooting Installation Problems (Page 2)

Installation errors (con.): Stop message errors or halting on the blue

screen—most common reason is damaged or incompatible drivers; verify that the driver is correct and compatible with Windows XP

Hardware problems—make sure the device is on the HAL or it may need to be replaced; sometimes manual resolution of Plug and Play conflicts are possible

Dependency failures—a service or driver does not run at startup; check the Event Viewer

Troubleshooting Printer Problems (Page 1)

Printing problems occur anywhere Systematic elimination of possible failure

points should include: Physical components—cable, power, paper

and toner, etc. Printer must be online—check light or LCD

message; may be necessary to press Reset or Online button

Printer server—it must be booted and running


Possible failure points (con.): Print queue—check for stalled jobs (the print

job should show a specific status—if not it may be stalled)

Printer driver—reinstall or update Attempt to print from different application or

different client Attempt to print using Administrator access


Possible failure points (con.): Print spooler—attempt to stop and restart;

check "Spoolsv.exe" in Task Manager (if it is stalled, will be using no CPU time or most of it); change destination where print spool file resides if there is less than 100 MB free space

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Right-click document in print queue and select Restart from shortcut menu

Stop and Start the Print Spooler service Launch Computer Management (from applet

Administrative Tools in "Control Panel"); drill down to Services and Applications Services

Right-click "Spoolsv.exe" for Properties Back in print queue, right-click document and

select Cancel; then try to reprint Or see if remaining job(s) print

Troubleshooting RAS Problems

RAS—Remote Access Service Allows users to log into system remotely over phone

lines (often when users are traveling) Numerous points of possible failure:

Phone number, username and password Configuration of the computers on both ends must

match, i.e. security and protocol settings Modem settings and power Condition of communications line

Old wiring, electrical interference, bad weather Also is call waiting disabled?

Troubleshooting Network Problems (Page 1)

Hardware devices are just as suspect as software components

May need to perform some electrical tests, change physical settings, etc.

Check: To see if other clients or network components

are experiencing the same problem Faults in NIC, network cables, terminators,

hubs, repeaters, routers, etc.

Troubleshooting Network Problems (Page 2)

Check (con.): Protocol settings Restart system NIC drivers using self-test or diagnostic

software to see if they are properly installed The domain/workgroup membership of client

Troubleshooting Disk Problems

Hard drive is the most active component on your computer that experiences so drive failures are not uncommon

Use Disk Management tool located in the Computer Management utility in Administrative Tools

Back up regularly

Miscellaneous Troubleshooting Issues

Other troubleshooting issues: Permission problems MBR problems Dr. Watson—an application error debugger

which detects application failures and logs diagnostic details

Permissions Problems

Usually occur: When user is a member of groups with

conflicting permissions When permissions are managed on per-

account basis To test:

Attempt same actions and activities with Administrator privileges

Examine access control lists (ACLs)

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Master Boot Record Problems

If MBR (contains data structure that starts boot process) fails, the emergency repair disk (ERD) cannot be used to repair it Must use one of the recovery tools

From Recovery Console, select FIXMBR command which will repair the MBR

If unable to run Recovery Console, boot to MS-DOS and use FDISK/MBR command

Applying Service Packs and Hot Fixes (Page 1)

A Service pack is a collection of code replacements, patches, error corrections, new applications and version improvements Corrects, replaces, or hides deficiencies of either

the original product, earlier service packs, or hot fixes

Service packs are cumulative—all the updates for Service Pack 1 (SP1) are included in SP2

Not a bad idea to wait a period of time after release before implementing (Microsoft known for service packs with problems)


Hot fix is similar to a service pack, but addresses only single problem, or small number of problems May not be fully tested so it should be used

only when the problem it was designed to fix actually exists


Important points to remember about patches (service packs and hot fixes): Always back up system before applying Be certain the patch is for the correct CPU type and

language version Always read the readme file and Knowledge Base Q

documents before installing Update ERD before and after installing Back up the Registry Export disk configuration data from Disk

Administrator


Service packs rewrite system-level files, so disconnect all users, exit all applications, and temporarily stop all unneeded services

To determine which is the latest service pack installed: Select Help menu About Windows in any

native Windows dialog In Registry view CSDVersion value entry in

HKLM\SOFTWARE\Microsoft\WindowsNT\CurrentVersion subkey


Many ways to download and install of the most recent service pack: Download from

http://www.microsoft.com/windowsxp/sp2/default.mspx

Easy way is to click Windows Update Web site hyperlink in "Automatic Updates" applet of Control Panel


An integrated installation of a service pack involves integrating it into the installation procedure of Windows XP Download network installation version of service pack Install it in a network server folder and unpack it Integrate files into duplicated Windows XP

Professional CD files Share the folder and start the installation

Service pack cannot be uninstalled when integrated in the Windows XP installation