MAINTENANCE OF

COMPUTER SYSTEMS
AND NETWORKS
Week 5
TROUBLESHOOT
OPERATING SYSTEM:
• Operation system problems can result
from a combination of hardware,
application, and configuration issues.
Computer technicians must be able to
analyze the problem and determine the
cause of the error to repair the operating
system. This process is called
troubleshooting.
TROUBLESH • Most operating systems contain
utilities to assist in the
OOT troubleshooting process. These
OPERATING utilities help technicians
determine why the computer
SYSTEM: crashes or does not boot
properly. The utilities also help
identify the problem and indicate
how to resolve it.
 STEPS IN
TROUBLESHOOTING
OPERATING SYSTEM.

Follow the steps outlined in this section to accurately

identify, repair, and document the problem.
• The first step in the
trouble shooting
process is to gather data Step 1: Gather
from customer. This can
be done by asking the data from the
customer some open- customer.
ended and close ended
questions.
Step 1: Gather Open-Ended Questions
data from the  What problems are you
experiencing with your
customer. computer or network?
 What software has been
• OPERATING SYSTEM installed on your
computer recently?
Closed-Ended Questions
 Has anyone else used your
computer recently?
 Does the computer boot
up successfully?

 What were you doing  Have you changed your

when the problem was password recently?
identified?
 What operating system do  Have you received any
you have installed on your error messages on your
computer? computer?
 What updates or patches  Are you currently logged
have been installed on in to the network?
your computer?
 Open-Ended Questions Closed-Ended Questions
Step 1: Gather What did
 When problems are you
the problem Hasany
 Has anyone else used
equipment

data from the start?

experiencing with your
computer
 What or network?
problems are you
changed?
your computer
recently?
 Have any peripherals been
customer. 
experiencing?
What software has
Can you tell me anything
added?
 Does the computer
 Have
 been installed on your boot any other computers
up successfully?
else about the problem? been added to the
computer recently?
• COMPUTER NETWORK network?

Whatother
What wereusers
you doing
are Have you changed your
 Have you rebooted the
having the problem? was
when the problem password recently?
equipment?
identified?
What type of equipment is  

 having a problem?system
What operating  Have you received any
 do you
What arehave installed
the effects of the   error messages on your
on your computer?
problem? computer?
 Describe your work
What updates or  
environment.  Are you currently
patches have been logged in to the
 When did on
installed youyour
last back up   network?
your computer?
computer?
 What type of backup did  
you perform?
• After you have talked to the
customer, you should verify Step 2: Verify
the obvious issues. Some
issues for operating systems
the obvious
include: issues.
Step 2: Verify
the obvious
issues. • Incorrect settings are in the BIOS
• Caps Lock key is set to ON.
• OPERATING SYSTEM • Non-bootable media is in floppy
drive or CD-ROM or flash drive
during computer bootup.
• Password Changed.
• Monitor does not have power.
• Monitor settings are incorrect
Step 2: Verify
the obvious • High Bandwidth Usage
issues. (Bandwidth is the maximum amount of
data transmitted over an Internet
• COMPUTER NETWORK connection in each amount of time.)
• High CPU Usage
• Physical Connectivity Issues
• Malfunctioning Devices or
Equipment
• Interference in the Wireless
Network
• After the obvious issues
have been verified, try some Step 3: Try
quick solutions. A list of quick solutions
possible quick solutions for
operating systems include first
Step 3: Try • Press F8 during bootup to use
quick solutions the last known good
first configuration settings.
• Press F8 to enter SAFE MODE to
• OPERATING SYSTEM
troubleshoot video problems.
• Uninstall an application that was
recently added by using ADD or
REMOVE programs utility in the
CONTROL PANEL.
• Roll back the system using a
system restore.
Step 3: Try • Examine the Device Manager for
quick solutions device conflicts.
first • Run Clean manager to remove
temporary files
• OPERATING SYSTEM
• Run ScanDisk to repair problems
with the hard drive.
• Run Defrag to speed up the hard
drive.
• Reboot the computer.
• Log in as a different user.
Step 3: Try
• Restart the equipment.
quick solutions
first • Renew the IP address.
• Perform a Network
• COMPUTER NETWORK
Assessment
• Speed Test
• Return to the previous
saved restore point
• If quick solutions did not
correct the problem, it is
time to gather data from the Step 4: Gather
computer. Some different
ways to gather information data from the
about the problem from the computer.
computer include the
following:
Step 4: Gather
data from the
computer. • System files
• OPERATING SYSTEM • Event logs
• Device Manager
• Configuration files
• Diagnostic software
Step 4: Gather • Open Device Manager
data from the • Open Event Viewer.
computer. • Use ipconfig.
• Ping the localhost.
• COMPUTER NETWORK
• Ping the local IP address.
• Ping the default gateway.
• Ping a popular website.
• Verify wireless router
configuration.
• Verify e-mail client
configuration.
Step 5:
Evaluate the
problem and
implement
solution.
Step 5: Evaluate
the problem and
implement • Problem-solving experience
solution. • Other technicians
• Internet search
• COMPUTER NETWORK
• Newsgroups
• OPERATING SYSTEM
• Manufacturer FAQs
• Computer manuals
• Device Manuals
• Online Forums
• Technical websites
• After you have solved the
problems, you will close Step 6: Close
with the customer. A list of
the steps required to with the
complete this task include customer.
the following:
Step 6: Close with
the customer. • Step 1: Discuss the solution
implemented with the
• COMPUTER NETWORK
customer.
• Step 2: Have the customer
• OPERATING SYSTEM
verify that the problem has
been solved.
• Step 3: Provide the customer
with all paperwork.
Step 6: Close with
the customer. • Step 4: Document the steps
taken to solve the problem in
• COMPUTER NETWORK
the work order and the
technician’s journal.
• OPERATING SYSTEM
• Step 5: Document any
components used in the
repair.
• Step 6: Document the time
spent to resolve the
problem.
IDENTIFY COMMON
PROBLEMS AND
SOLUTIONS
Operating system problems can be attributed to hardware,
application, or configuration issues, or to some combination
of the three.
Common Problems and solutions:
Problem Symptom Possible Solution

Operating System

 The computer displays the desktop in 16-color • Use the Roll Back Driver option to remove the
VGA mode after updating the video drivers. new video driver.
• Remove any unnecessary programs from the
Startup tab and reboot the computer.

 The computer will no longer boot to Windows Remove any floppies and CD-ROMs from the
and gives the “Invalid system disk” error computer and verify that the HDD is set as a bootable
device in the BIOS setup.

 The computer will not finish loading Windows Boot the computer in Safe Mode and uninstall any
recently installed applications.
 Common Problems and solutions:
Problem Symptom Possible Solution
Network

 The computer
Users displays
report that the desktop
a network in increasingly
printer is 16-color VGA Use the and
Replace Roll reroute
Back Driver option toprinter
the network removecable.
the new
mode afterThe
unreliable. updating
networkthecable
videotravels
drivers.under a desk video driver.
and become frayed and pinched. Remove any unnecessary programs from the Startup
tab and reboot the computer.
 The user’s Connection Status screen shows fewer The wireless connection has failed. Reset the wireless
than a dozen packets sent and received, even adapter card. Click Repair to refresh the IP address, and
 The computer
though will no has
the computer longer boot
been on to
forWindows
hours. and Remove
Check any floppies and CD-ROMs from the computer
again.
gives the “Invalid system disk” error and verify that the HDD is set as a bootable device in
A user receives a warning message that hard drive the BIOS
Locate thesetup.
folder where web browser or temporary files

space is low. are stored, and verify that the folder size is a problem.
 The computer will not finish loading Windows BootDisk
Use theCleanup
computer orinthe
Safe Mode cleanup
browser and uninstall
utilityany
to
recently installed applications.
delete. The temporary file, or delete them manually.

 A network has become slow as more users are Replace the hub with switch.
added. All users connect to a 24-port hub
Questions, Comments and opinions
would be appreciated.

Prepared by: Mr. Peter James Calucin

THANK YOU