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
Microsoft IntelliMirror (Page 2)
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
Microsoft IntelliMirror (Page 3)
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
Microsoft IntelliMirror (Page 4)
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)
Microsoft Backup Utility (Page 2)
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
Microsoft Backup Utility (Page 3)
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)
Microsoft Backup Utility (Page 4)
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
Microsoft Backup Utility (Page 5)
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)
Microsoft Backup Utility (Page 6)
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)
Microsoft Backup Utility (Page 7)
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
Microsoft Backup Utility (Page 8)
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
Microsoft Backup Utility (Page 9)
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
Windows File Protection (Page 2)
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
Windows File Protection (Page 3)
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
Windows File Protection (Page 4)
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
Emergency Repair Process (Page 2)
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
Emergency Repair Process (Page 3)
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 (Page 2)
Recovery Console also may be run from the installation CD-ROM … Press <F8> when prompted and select
Recovery Console from alternate boot menu
Recovery Console (Page 3)
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
Recovery Console (Page 4)
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
Recovery Console (Page 5)
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 (Page 6)
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
Recovery Console (Page 7)
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)
Event Viewer (Page 2)
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
Event Viewer (Page 3)
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
Troubleshooting Printer Problems (Page 2)
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
Troubleshooting Printer Problems (Page 3)
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)
Applying Service Packs and Hot Fixes (Page 2)
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
Applying Service Packs and Hot Fixes (Page 3)
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
Applying Service Packs and Hot Fixes (Page 4)
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
Applying Service Packs and Hot Fixes (Page 5)
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
Applying Service Packs and Hot Fixes (Page 6)
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