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OS Exam – Domain 3 Diagnosing and Troubleshooting

OS Exam – Domain 3 Diagnosing and Troubleshooting. Fall, 2003. Domain 3 Sections. 3.1 – Recognize and interpret common error codes and boot startup messages 3.2 – Recognize when to use common diagnostic utilities and tools and how to troubleshoot

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OS Exam – Domain 3 Diagnosing and Troubleshooting

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  1. OS Exam – Domain 3Diagnosing and Troubleshooting Fall, 2003

  2. Domain 3 Sections • 3.1 – Recognize and interpret common error codes and boot startup messages • 3.2 – Recognize when to use common diagnostic utilities and tools and how to troubleshoot • 3.3 – Recognize common operational and usability problems and how to resolve them

  3. 3.1 – Common error and boot codes • Common error messages and codes • Boot failure and errors • Invalid boot disk • Inaccessible boot device • Missing NTLDR • Bad or missing Command interpreter • Startup messages • Error in CONFIG.SYS line XX • HIMEM.SYS not loaded • Missing or corrupt HIMEM.SYS • Device/Service has failed to start

  4. Other Error messages • A device referenced in SYSTEM.INI, WIN.INI, or Registry is not found • Event Viewer – Event log is full • Failure to start GUI • Windows Protection Error • User-modified settings cause improper operation at startup • Registry corruption

  5. Correction Utilities • Dr. Watson • Boot Disk • Event Viewer

  6. 3.2 – Using diagnostic tools and utilities / troubleshooting • Startup disks • Required files for a boot disk • Boot disk with CD-ROM support • Startup Modes • Safe mode • Safe mode with command prompt • Safe mode with networking • Step-by-Step/Single step mode • Automatic skip driver (ASD.EXE)

  7. Diagnostic tools, utilities and resources • User/installation manuals • Internet/web resources • Training manuals • Task Manager • Dr. Watson • Boot Disk • Event Viewer • Device Manager • WinMSD • MSD • Recovery CD • CONFIGSAFE

  8. Other methods of troubleshooting • Eliciting problem symptoms from customers • Having customer reproduce error as part of the diagnostic process • Identify recent changes to the computer environment from the user

  9. 3.3 – Recognize/resolve common operational and usability problems • Troubleshooting Windows-specific printing problems • Print spool is stalled • Incorrect/incompatible driver for print • Incorrect parameter

  10. Other Common Problems • General Protection Faults • BSOD • Illegal operation • Invalid working directory • System lockup • Option (sound card, modem, etc.) will not work • Application will not start or load • Cannot log onto network (i.e. – check NIC) • Applications don’t install • Network connection

  11. Viruses and virus types • What they are • TSR programs and viruses • Sources (floppy, e-mail, etc.) • How to determine presence

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