IT Essentials 5.0: Chapter 12: Advanced Troubleshooting
The computer cannot receive a certain email attachment.
-Ask the sender to split the attachment into smaller parts and resend them. (attachment too large) -Ask the sender to scan the attachment (virus)
Each time a network printer is restarted, users receive a "Document failed to print" message.
-Assign a static IP to the printer (DHCP set) -Assign a different static IP address to the printer (another device has same IP)
The laptop accesses the hard drive excessively
-Change the virtual memory settings. (set incorrectly) -Install additional RAM -Delete or remove unneeded files and applications (no free space)
The computer locks up without any error messages
-Check and reset the CPU and FSB settings. -Check and replace any cooling devices as necessary. (overheating) -Uninstall the software update or perform a System Restore. (corrupted OS) -Run chkdsk /F /R. (corrupted OS) -Replace any failing devices with known-good devices. (RAM / HDD / PSU failing) -Scan for and remove the virus.
RAID stops working.
-Check the power connection to the RAID controller. (not receiving enough power) -Replace the RAID controller. (failed) -Reconfigure the BIOS settings for the RAID controller. (incorrect)
The laptop shuts off randomly or is excessively hot.
-Clean all of the vents. (poor ventilation) -Replace any faulty fans. (faulty fans) -Clean and reset the heat sink (dirty or loose CPU heat sink)
The laptop keyboard does not work or individual keys do not work.
-Clean the keyboard. (damaged by liquid) -Reconnect the laptop keyboard. -Replace the laptop keyboard. -Use an external keyboard (worn or old).
A computer cannot access a specific HTTPS site.
-Clear the SSL state. -Add the trusted root certificate -Select Tools > Internet Options > Advanced tab and ensure the SSL checkbox is enabled. (SSL browser certifcate incorrect)
Common causes of hardware problems
-Computer power problems -Loose external cable connections -Faulty RAM -Incorrect device driver -Fans are dirty -Incorrect jumper settings (PATA) -CMOS battery problem -Failed parts
Computer cannot telnet to another computer.
-Configure the Firewall to open port 23. -Configure the router to allow port 23. (blocked by router)
Computer cannot ping another computer on the network.
-Configure the Windows Firewall to allow ping requests. (Firewall blocking req) -Configure the router to allow ping requests. (router blocking req)
Computer can ping outside the local network but has no Internet connectivity.
-Configure the Windows Firewall to open port 80. -Configure the router to allow port 80.
The computer does not recognize a removable external drive.
-Download the correct drivers for the drive. (incorrect drivers) -Attach external power to the device or remove some of the USB devices. (too many attached devices)
Computer can ping an IP address but not a hose name
-Enable NetBIOs over TCP/IP. -Reboot the DNS server. -Enter the correct DNS settings -Enter the correct host name.
A user cannot access the FTP server.
-Enable port forwarding on the router to forward port 21 to the IP address of the FTP server. (port forwarding disabled) -Increase the maximum number of simultaneous FTP servers (maximum # reached)
The laptop's built-in speakers are not producing any sound.
-Enable the audio in the BIOS. (disabled in BIOS) -Un-mute the sound (muted sound) -Replace the speakers (damaged speakers). -Use external speakers (built-in are damaged
The computer does not obtain or renew the IP address.
-Enable the computer to obtain the IP address automatically. (static IP) -Check the cable connections (loose network cable). -Change the firewall settings to allow DHCP traffic. (firewall blocking DHCP)
A service failed to start when the computer booted.
-Enable the service (service disabled) -Set the service to Automatic. (is set to Manual) -Re-enable or re-install the required service
Users are experiencing intermittent connectivity on the wireless network.
-Ensure the access point is centrally located. (too far away) -Change the channels on the wireless network. (interference from outside sources) -Add another access point. (too many users)
The FTP client software cannot find the FTP server.
-Enter the correct IP address and port settings in the client (incorrect IP or port setting) -Reboot the FTP server.
RAID cannot be found.
-Examine all the cable connections to all of the drives in the array. -Check the power connection to the RAID controller (not receiving power) -Replace the RAID controller (ctrler has failed) -Reconfigure the BIOS settings for the RAID controller. (BIOS incorrect)
Users are experiencing slow transfer speeds on the wireless network.
-Implement a wireless security plan. (unauthorized interference) -Add another access point. (too many users connected to access point)
A computer exhibits slow performance.
-Install additional RAM. (not enough memory) -Close unneeded programs. (running too many programs) -Run Disk Cleanup (full hard drive)
The laptop makes a long beeping noise after installing new RAM.
-Install the correct type of RAM. (incorrect type) -Remove and reinstall the RAM. (incorrect RAM installation) -Replace the damaged RAM module.
A computer cannot connect to a shared network folder using the net use command.
-Make sure the network folder is shared using the net share command. (not shared) -Set the computer to the same workgroup as the computer with the shared network folder.
An application does not install.
-Obtain a new installation disk or delete the file and download the installation file again. (file corrupted / virus) -Run the installation application under compatibility mode. (program not compatible with OS) -Close applications before installing a new program. (too many programs running) -Install hardware that meets the minimum installation requirements. (does not meet req.) -Run the installation again and accept the security warning. (ignored or canceled)
The laptop LED power light is not on when the laptop is plugged into an AC outlet.
-Plug the laptop into a known good power source. (AC power source broken) -Unplug and securely connect the power cable to the laptop. (power cable not secure) -Replace the AC adapter. (adpater defective)
The printer prints unknown characters.
-Plug the printer directly into the wall outlet (UPS) -Uninstall the incorrect print driver and install the correct one. (incorrect driver) -Secure the printer cables. (loose cables) -Set the printer to Use Printer Online (set otherwise)
A device did not start when the computer booted.
-Power on the external device. (not powered on) -Secure the data cable and power cable to the device. -Enable the device in the BIOS settings. -Replace the device. (failed device) -Remove the newly installed device. (conflict with new) -Re-install or roll back the driver. (corrupted or installing driver)
The computer continually restarts without displaying the desktop.
-Press F8 to open the Advanced Options Menu and choose Disable on "Automatic restart on system failure". -Run chkdsk /F /R from the recovery console. (startup file corrupted)
Computer can ping the proxy server, but has no Internet connectivity.
-Re-enter proxy server settings, including IP address and port of the server, and any other exceptions if applicable -Reboot the proxy server (offline)
A computer can connect to a network device by IP address but not by host name.
-Re-enter the host name. (incorrect host) -Re-enter the IP address of the DNS server. (incorrect settings) -Reboot the DNS server. (shut down DNS)
Common steps to verify system functionality
-Reboot the computer -Restart external devices -Access all devices and shared resources -Print a document -Read and write to all storage devices -Validate the amount of GPU, CPU resources, and the date and time -Test network connectivity -Execute commonly used applications
The computer does not recognize a SCSI drive.
-Reconfigure the SCSI ID. (incorrect ID) -Ensure that the SCSI chain is terminated at the correct end points. (termination not set correctly) -Turn on the drive before booting the computer. (not powered prior to booting)
The computer cannot send or receive email.
-Reconfigure the email client settings. (incorrect email client settings) -Reboot the email server or notify your email service provider. (email server down) -Fix loose or disconnect network cable(s).
When attempting to use the ipconfig release or ipconig renew command, you receive the message: "No operation can be performed on the adapter while its media is disconnected"
-Reconnect network cable. (unplugged) -Change the TCP/IP properties of the LAN adapter to use DHCP. (static IP address)
The laptop will not boot or access a newly installed hard drive.
-Reconnect the hard drive -Update the laptop BIOS
When you run a program, a missing or corrupt DLL message is displayed
-Reinstall the program that has a missing or corrupt DLL file. -Reinstall the application that uninstalled the DLL. -Register the DLL file using the Regsvr32 command. (DLL file not registered) -Run sfc /scannow in Safe Mode. (DLL file corrupted)
A program listed in the registry is not found.
-Reinstall the program. -Reinstall the program and run the uninstall program again. (installation directory removed) -Run chkdsk /F /R to fix the hard drive file entries. (corrupted hd) -Scan for and remove the virus.
The computer displays an "Invalid Boot Disk" error after the POST
-Remove all media from the drves. -Change the boot order in the BIOS settings to start with the boot drive. (incorrect boot order) -Reconnect the hard drive cables or reset the hard drive jumpers. -Install an operating system. -Use the bootrec /fixmbr command from System Recovery options. (corrupted MBR) -Run fdisk /mbr from the CLI in XP -Run virus removal software. (boot sector virus) -Replace the hard drive.
The laptop will not power on when using the battery.
-Remove and reconnect the battery. -Charge the battery. (cannot hold a charge) -Replace the battery. (defective)
A system file is corrupted.
-Repair your computer from the advanced startup options menu. -Boot computer into Safe Mode and run sfc /scannow (computer was shut down improperly).
GUI is missing for all users or GUI fails to load.
-Repair your computer from the advanced startup options menu. -Run Windows Startup Repair (missing startup files) -Reinstall the OS. (corrupted OS via Windows update)
Date and time are incorrect when the laptop is powered on.
-Replace the CMOS battery. -Remove and reinstall the CMOS battery. (Failed or loose)
Cannot insert a PC Card into the laptop.
-Replace the PC Card with an ExpressCard. (PC Card not supported) -Remove the plastic protector from the card slot. -Purchase a PC Card to ExpressCard adapter
The laptop screen appears black or very dim. A buzzing noise may be also heard.
-Replace the display inverter. -Replace the backlight lamp.
Laser printer prints vertical lines or streaks on every page
-Replace the drum or replace the toner cartridge when it contains the drum (drum is damaged) -Remove and shake the toner cartridge.
An "OS not found" error message is displayed when the computer is started
-Replace the hard drive (failed) -Change the jumper settings in the hard drive. (incorrect jumper) -Change the boot order in BIOS to boot the correct hard drive. (boot order incorrect) -Boot the computer to the Recovery Console. At the command prompt, use the bootrec /fixmbr or boot rec /fixboot in Windows 7 or Vista or the fixmbr in XP. (MBR is corrupted)
Laptop display screen and external monitor will not display images, while the laptop hard drive and fans are operating normally.
-Replace the laptop motherboard if it has onboard video. -Replace the video card.
Paper jams when printing
-Replace the paper with the manufacturer's recommended paper type. (wrong type) -Insert new paper in the paper tray. (humidity)
The computer displays a BSOD.
-Research the STOP error and the name of the module that produced the error. -Replace any failing devices with known-good devices.
The computer reboots without warning, locks up, or displays error messages or the BSOD
-Reset to the factory default settings for the motherboard. (voltages too high) -Lower the FSB settings (front-side bus V too high) -Lower the multiplier settings (CPU multiplier too high) -Lower the CPU voltage settings.
Common steps to determine cause
-Restart the computer -Disconnect and reconnect external / internal cables -Secure the adapter card -Rollback or reinstall adapter driver -Replace the RAM -Clean the fans -Reset the jumpers -Secure or replace CMOS battery -Update the firmware -Listen for beeps -Look for error codes or messages
The computer is running slowly and has a delayed response.
-Restart the process with services.msc -If the process is not needed, end the process with Task Manager. -Restart the computer. -Disable Aero.
The computer displays a "BOOTMGR is missing" after the POST.
-Restore BOOTMGR from installation media. -Restore the Boot Configuration Data from installation media. -Change the boot order in the BIOS settings to start the boot drive -Run chkdsk /F /R from the recovery console.
The computer displays a "Missing NTLDR" error after POST in Windows XP.
-Restore NTLDR from installation media -Restore ntdetect.com from installation media. -Restore boot.ini -Change the boot order in the BIOS settings. -Run fdisk /mbr from cmd prompt. -Run chkdsk /F /R from the recovery console -Reset hard drive jumpers.
After updating the CMOS firmware, the computer will not start
-Restore the original firmware from the onboard backup if there is one available. -Contact the motherboard manufacturer to obtain a new CMOS chip. -If the motherboard has two CMOS chips, the second CMOS chip can be used.
No gadgets appear on the desktop
-Right-click on the desktop > gadgets > right-click on a gadget > Add. (gadgets not been installed) -Register the file msxml3.dll by entering regsvr32 msxml3.dll > Enter at the command prompt. (corrupted, broken, or uninstalled XML file)
Laptop firewall exceptions are allowing unauthorized connections from rogue computers.
-Set Windows Firewall to "Do not allow exceptions when using a public network". (incorrect settings) -Enable the Windows Firewall
The OS is missing.
-Set the active partition using the diskpart tool from the System Recovery Options. (partition not active) -Run Windows Startup Repair. (missing startup files)
The search feature takes a long time to find results.
-Start the index services using services.msc. (index not running) -Change the settings of the index service in the Advanced Options panel. (not indexing correctly)
The computer cannot telnet into a remote computer
-Start the telnet service on the remote computer -Configure the remote computer to accept telnet connections.
The computer automatically obtained the IP adress 169.254.x.x but cannot connect to the network.
-Turn on the DHCP server. (DHCP off) -Run ipconfig /release and then ipconfig /renew -Reboot the computer
The UAC no longer prompts the user for permission
-Turn on the UAC in the User Account applet in the Control Panel. (UAC turned off)
After upgrading from a single core CPU to a dual core CPU, the computer runs slower and shows one CPU graph in Task Manager
-Update the CMOS firmware to support the multi-core CPU (BIOS does not recognize multi-core)
Computer boots to Safe Mode
-Use msconfig to adjust the startup settings for the program. (program causes Safe Mode) -Use msconfig to configure the computer to boot normally. (configured to boot to Safe Mode)
The computer displays an "Inaccessible Boot Device" error after the POST
-Use the Last Known Good Configuration to boot the computer. (incompatible device driver) -Boot to safe mode and load a restore point from before the installation of new hardware. (incompatible device driver) -Restore the BOOTMGR file from Windows 7 or Vista installation media. (corrupted BOOTMGR) -Restore the NTLDR from Windows XP installation media (corrupted NTLDR)
A computer on one network cannot ping a computer across the network.
-Use tracert to locate which link is down and fix the broken link (bad connection) -Ensure the ICMP echo request is enabled.
Email program is properly configured but cannot connect to the email server.
-Verify that the email server is operational. -Create a Windows Firewall exception for your email software. (blocking email)
Nslookup reports "Can't find server name for address 127.0.0.0: timed out"
Add the IP address of a valid DNS server to the TCP / IP properties of the LAN adapter.
The computer can send email, but cannot receive email.
Archive or delete emails to create space (inbox full)
Paper is not being fed into the printer OR paper is creased after printing.
Clean or replace the pickup rollers.
An IP address conflict message displays when connecting a new computer to the network.
Configure each device with a unique IP address. (same IP assigned to different devices)
Computer runs slowly at the same time every day.
Configure the antivirus software to scan the computer when the computer is not in use. (Antivirus scanning at the same time)
Encrypted files that are moved over the network to a new computer are no longer encrypted.
Convert the partition on the new computer to NTFS and re-encrypt the files. (new computer does not have NTFS)
TPM does not show up in Device Manager.
Enable the TPM in BIOS. (disabled)
The computer cannot authenticate the email server.
Enter the correct email server settings. (incorrect settings)
The FTP server disconnects the client after a short period of inactivity.
Increase the amount of time an FTP client is allowed to remain connected without performing any actions.
External laptop display connected to the laptop shows content but the laptop screen is blank.
Press the Fn key with the appropriate multifunction key to display output on the laptop screen.
A computer has network access but does not have Internet access.
Reboot the router and reconfigure router settings. (gateway IP incorrect) / (router not configured properly)
The laptop does not return from Standby or Hibernate mode.
Reconfigure the laptop BIOS settings and the Windows power management settings. (conflict)
Computer boots only to VGA mode.
Reinstall the video driver (corrupt driver)
The laptop will not start up and only the fans and LEDs are working.
Replace the CPU (it has failed.)
The laptop operation time while using the battery is very short.
Replace the battery (old battery).
The toner is not fusing to the paper
Replace the fuser.(defective fuser)
The laptop hard drive has data access errors and makes unusual noises.
Replace the hard drive (HDD has failed)
The laptop screen only displays vertical lines that can change colors.
Replace the laptop display screen. (laptop screen failure)
User complains that the BIOS settings keep changing.
Set a password to protect access to the BIOS settings (users are allowed to access BIOS).
Six Steps for Advanced Troubleshooting
Step 1: Identify the Problem. (questions) Step 2: Establish a Theory of Probable Causes Step 3: Test the Theory to Determine Cause Step 4: Establish a Plan of Action to Resolve the Problem and Implement the Solution Step 5: Verify Full System Functionality Step 6: Document Findings, Actions, and Outcomes
A computer with Windows 7 installed does not run Aero.
Upgrade the processor, RAM, and video card to meet minimum Microsoft requirements for Aero.
The printer will not print large / complex images
Add more memory to the printer.
The computer shuts down without warning.
Boot to Safe Mode and manage startup applications using the msconfig command line utility. (program caused Windows to shut down)
The network icon in the notification area shows a yellow exclamation point. When attempting to use the ipconfig release or ipconig renew command, you receive the message: "The operation failed as no adapter is in the state permissible for this operation".
Change the configuration from a static IP to automatic.
