Bài giảng Computer - Chapter 21

Chapter Overview Basic Troubleshooting TechniquesWindows Troubleshooting ToolsClient Relations 1Troubleshooting Recognize that troubleshooting may be a technician’s most difficult task.Develop a plan of action after diagnosing a problem.Approach the problem in an organized and methodical manner.Quickly eliminate alternatives to focus on the cause of the problem. 2The Five Phases of Troubleshooting3Basic Windows Troubleshooting Approach Start by gathering information about the problem and the system.Determine if the system will boot, and look for an obvious problem.Localize and identify the problem.Define an action plan that uses appropriate tools. 4Basic Windows Troubleshooting Approach (Cont.) Resolve the problem.Minimize the potential for recurrence by taking steps to eliminate further harm to the system.Document your work. 5Performing a Differential Diagnosis Differential diagnosis involves examining system behavior and filtering out the most likely problem.If a symptom is linked to an action, then that action is the most likely cause. In developing a differential diagnosis, you should Identify possible causes and work to eliminate all but oneValidate your assumption by testing the solutionObserve where in the operational cycle the problem occurs 6Three Components of the Operational Cycle7Experience Is Key Check out initial “hunches” first. If the problem is not solved, follow the plan. Have a disaster recovery plan that uses backups to restore systems in the case of a corrupt operating system (OS) or hard disk drive crash.Follow the natural order of working through each phase. 8Startup Issues If the OS fails to load, hardware or driver problems are often the cause. Identify any changes to the system.Ask questions to determine the user’s skill level.Explore the possibility of a virus.Identify the proper tools to use. 9Operational Issues Applications, network connections, and system services can cause isolated problems.If a device attached to the system is not working, the problem may be the driver or conflicts with another device.System-wide devices or services might cause erratic problems. 10Shutdown Issues Some of the most difficult problems to diagnose are computers that Hang unexpectedly during normal operationRestart unexpectedlyHang during shutdown or refuse to shut down These problems can stem from faulty device drivers, runaway system processes, malfunctioning applications, memory management problems, or hardware problems. 11Working Through the Phases Ensure that all hardware meets system and compatibility requirements.Search the Knowledge Base on the Microsoft Web site or the Microsoft TechNet Subscription CD-ROM or DVD.Ensure that the system is receiving adequate and clean power.Use a virus program to rule out infection. 12System Startup in Safe Mode and Command Mode Problems during the power-on self test (POST) are almost always directly related to hardware.If the system still fails after you remove suspect hardware, you should use safe mode.Pressing F8 after the POST invokes safe mode.If safe mode is not possible, you can use command mode.Microsoft Windows 2000 and Microsoft Windows NT can start the system in “Last Known Good Configuration.” 13Operating System Management Tools14Operating System Management Tools (Cont.)15Operating System Management Tools (Cont.)16Operating System Management Tools (Cont.)17Operating System Management Tools (Cont.)18Operating System Management Tools (Cont.)19Operating System Management Tools (Cont.)20Operating System Management Tools (Cont.)21Operating System Management Tools (Cont.)22The Windows 2000 Computer Management Snap-In23The Windows 98 MSI Tool24Using the Windows 98 System Configuration Utility25Using Device Manager to Troubleshoot Windows26Shutdown and Related Problems Shutting down Microsoft Windows improperly can corrupt data.Technicians should educate users on the proper way to shut down their computers.When a system hangs during shutdown, it is typically due to an application that is not releasing resources.Two useful troubleshooting tools are selective startup and Task Manager.Selectively choosing the options to load during startup can help isolate the problem. 27Using Task Manager Task Manager is not available in Microsoft Windows 9x.Pressing Ctrl+Alt+Del invokes Task Manager.If there is unusually high CPU usage, the system might be running low on resources.If you suspect an application, you should close it and observe the result in Task Manager. 28The Performance Tab29The Windows 98 System Monitor30The Windows 98 Resource Meter31Registry Recovery Registry recovery is a necessary skill for any technician because Registry corruption is a fact of life.The Registry recovery process varies, depending on whether Windows 98 or Windows 2000 is installed on the system. 32Troubleshooting the Windows 9x Registry Startup The Registry Checker inspects and backs up the Registry when the system is started. If it encounters an error, it restarts the computer in scan mode to try to fix the error.If the Registry Checker cannot automatically run, you can start it manually from a DOS prompt.Pressing F8 to start a DOS prompt allows you to run SCANREG /FIX. 33Restoring the Windows 9x Registry from a Backup Replace the current Registry from a backup copy if the Registry is corrupt. Press F8 to restart the system in MS-DOS mode.Type scanreg /restore to start the Registry Checker in restore mode.Select the last known good Registry backup from the list of .cab files. If new hardware caused the problem, remove it from the system before the Registry repair. 34Using the Windows 2000 Recovery Console Can be used to restore a damaged or corrupt RegistryCan be used with an emergency repair disk (ERD) to recover the systemIs not automatically installed during a normal Windows 2000 setupMust be used with care; improper use could cause loss of data and possibly damage the system 35Recovery Console Procedure Start the Recovery Console rather than the OS.Use the CD command to change to the X:\Winnt\Repair\Regback directory.Copy files you want to restore to the X:\System Root\System32\Config directory.Completely restore the Registry by copying five files from the Regback directory: Default, SAM (Security Account Management), Security, Software, and System.Ensure that all files have been copied to the Config directory; then exit and restart the system. 36MS-DOS Application Incompatibilities Windows 9x and Windows 2000 might have problems with some MS-DOS applications.Improved memory management allows most MS-DOS applications to run better in newer versions of Windows than in Microsoft Windows 3.11.Some MS-DOS applications cannot locate a recognizable MS-DOS version and do not run.Some legacy MS-DOS applications use resources in a way that is incompatible with Windows and can cause the system to hang. 37Supporting MS-DOS Legacy Applications MS-DOS applications check the version number of MS-DOS before running.If the application reads a version it does not recognize, it crashes.To trick the application into reading the version it expects, include the following line in the CONFIG.SYS file: device=c:\windows\setver.exe38Supporting Legacy Windows 3.x Applications Find the name of the application’s module by using QuickView.If necessary, install QuickView with Add/Remove Programs in Control Panel.Add the following section to the WIN.INI file:[Compatibility]module_name = 0x00200000 39Other MS-DOS Workarounds40Advanced Options for MS-DOS Workarounds41Printing Problems The Windows 9x online help includes the Print Troubleshooter.If the Print Troubleshooter does not help solve the problem, you can use the Enhanced Print Troubleshooter (EPTS). You can copy it from the EPTS directory on the distribution CD-ROM to the hard disk drive.EPTS.EXE runs a more detailed version of the standard online help troubleshooter. 42If the Printer Does Not Print Make sure the power is on and the printer is online.Check the cable connections.Verify that the printer has paper.Clear any paper jams.Clear the print buffer.Make sure the driver and printer are in the same mode.Send a print job directly to the printer.Print from another application.Delete and reinstall the printer.Print to a file and copy the file to the printer port.43If the Printer Takes Too Long to Print Ensure that spooling is enabled and Windows is spooling.Make sure the drive has enough disk space.Defragment the hard disk.Check for sufficient system resources.Upgrade the printer driver if possible.Make sure that Windows is sending TrueType fonts as outlines, not bitmaps.44If Printouts Contain Random Characters Make sure the printer language and type are correctly identified.Verify that there is enough printer memory.Print directly to the printer.Use ready to print (RAW) spooling instead of Enhanced Metafile Spooling (EMF).Print one job at a time.Make sure the printer can support the printable region.45Other Printing Troubleshooting Tips If the Print command on the File menu is dimmed, verify that a printer driver is installed.If you cannot print from an MS-DOS program, go to the printer properties sheet and deactivate the Spool MS-DOS Print Jobs option. 46Getting Organized and Keeping Records Providing efficient and effective service is as important as resolving hardware or software problems.The key to efficiency, effectiveness, and success is organization and good record-keeping. Updating your records each time you perform a service saves you time in the long run. You should create a database of essential information for each computer you work on. 47Suggested Types of Information to Document Use unique and descriptive computer names.Document all technical information about the system.Save all unique data to floppy disks.Keep an incident log for each computer. 48Levels of Support Large organizations can separate support functions into several levels.Some support can be delegated, based on user knowledge and organization size.Proper delegation of technical support functions can save time for everyone. 49Level 1: Designated, On-Site UserA designated user in each department can handle simple technical support and most trivial problems.The designated user should have a basic knowledge of computers.A knowledgeable on-site source can assist you effectively.50Level 2: Telephone SupportTelephone support offers a quick solution to common problems.Getting information over the phone can help you prepare for on-site repair.51Level 3: On-Site ServiceDecide whether to service the system on-site or bring it back to your workplace by asking the following questions:Will repairs interfere with the user’s work?Will the user’s location interfere with your work?Is the computer in a high-traffic area?Will the user want to help?Do you have enough space to work?52Spare Parts Manage your spare parts inventory by Knowing the frequency of failures and number of replacement parts you will needKnowing how long it takes to get replacement parts and ordering them appropriatelyKnowing how quickly your suppliers can provide parts Buying spare components in bulk whenever possibleStandardizing your parts to keep your inventory small 53Standardization In large organizations, standardization reduces the number of spare parts required. Standardization is not always possible.You should standardize whatever you can control.You should establish standards for groups of similar systems.When you have computers with little in common, setting standards such as common interrupt requests (IRQs) can be very worthwhile. 54Customer Service The bottom line in computer repair is customer serviceThe following are two methods for handling initial support calls: The call is routed to a central help desk, and then routed to a support team memberAny member of the support team can respond to a call Handling support calls professionally is critical to your business success55Handling a Support Call The greeting: briefly identify the caller and nature of the problemThe description: obtain a description by guiding the conversation and keeping it focusedThe interview: ask short, logical, and simple questionsThe closure: assess, evaluate, and provide a plan of action56Reports and Logs Keep a client profile log describing each client and their business.Ask the client for referrals and ask if you can use them as a reference.Keep written records of referrals and contact the referred person as soon as possible.Leave business cards with clients and ask them to distribute the cards.Call the client after a few days to ensure that the problem has been resolved. 57Difficult Clients and Coworkers Provide training information to users who need training.Put instructions in writing for clients who cannot remember instructions.Make advanced users part of the solution, not the problem.Require users who complain about trivial problems to put them in writing. 58Escalating Problems and Documenting the Closure If the problem is outside your expertise, track the progress of the responsible person.If you are an independent service provider, find a solution. If you resolved the problem previously but did not document the solution: Pass the information along to other team members Keep good documentation for future reference Document the closure once the service call is completed. 59Chapter Summary Effective troubleshooting requires approaching the problem in an organized and methodical manner.Make a plan, follow it, and document everything you do.Windows 2000 and Windows 98 share many common troubleshooting tools.Basic troubleshooting principles apply to OS and hardware problems.You should understand the three levels of support and delegate service requests to the appropriate level.Outstanding customer service is critical to being a successful computer technician. 60