IT 286 Week 4 Assignment Collaborative Troubleshooting Operating Systems Paper
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IT 286 Week 4 Assignment Collaborative Troubleshooting Operating Systems Paper

Course Number: COMPUTER S manajemen , Spring 2013

College/University: Universitas Indonesia

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Troubleshooting Operating Systems Collaborative Troubleshooting Operating Systems IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems INTRODUCTION Working in a technical support role requires someone who is both adept with technology and who also has the necessary customer service skills that are required to work with people. Anytime a technical support person is presented...

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Operating Troubleshooting Systems Collaborative Troubleshooting Operating Systems IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems INTRODUCTION Working in a technical support role requires someone who is both adept with technology and who also has the necessary customer service skills that are required to work with people. Anytime a technical support person is presented with a problem they must know based on the description of the problem how to accurately diagnose the issue. Without a broad understanding of PCs and the associated operating systems that they use a technical support person would spend lots of wasted time trying to figure out the problem. A good technician knows based on knowledge and past experience that certain types of problems are typically caused by certain components or software in the system. This knowledge allows the technician to quickly identify the problem. Scenario 1 - You have recently started in a new technical support role within the IT department of a major manufacturing organization. Your first support call is from a client who is using Windows ME and has encountered stability problems. Discuss the process you would undertake to identify his or her problem and the operating systems tools that you would use to do so. The first step would be to determine the nature of the instability. There are many things that can lead to instability issues. Before doing any troubleshooting we must first try to narrow down the problem so we are able to focus the troubleshooting according to the specific issue. The approach to troubleshooting will be based upon the exact error message or symptom that is occurring. Some of the typical problems resulting from instability are system lockups and the blue screen of death (BSOD). ( Windows ME Troubleshooting) If the problem is specific to a IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems piece of software then the troubleshooting steps should focus around the changes created by that software or the hardware components that interact with that software.( Windows ME Troubleshooting) First, when the computer boots see if there is any error messages that are displayed that may be caused by a problem with a BIOS setting. Sometimes this could be a problem detecting a piece of hardware or a driver that loads on startup that isnt working correctly. Go through the BIOS and verify that the settings are correct for the PC. This just takes a couple of minutes but unless you are starting from a good configuration you may not be able to narrow down the issue. If the user has recently installed or uninstalled a piece of software that is having trouble either finishing the install/uninstall process then the user can boot into safe mode in order to prevent that installation program from running. To boot into safe model press and hold F8 on boot until the startup menu appears. Choosing #3 will allow the computer to boot into safe mode. (Windows ME Troubleshooting) Once into safe mode one can use the Windows ME utility called scanreg that backs up the registry each time the computer is booted. If the user can successfully boot into safe mode then scanreg /restore can be used to restore the registry to the version that existed when the IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems computer was booting successfully. Try rebooting and hopefully the issue is resolved. You can then attempt to reinstall the offending software. Other possible problems could be hardware related and the best place to look for these types of issues is in the Device Manager. Upon opening device manager you can look for possible problems by noting the yellow exclamation point as illustrated below: By double clicking on the offending hardware you can see the error message and then use the internet or Windows Help to further figure out what the exact error code means. Sometimes it can be a conflict with another device in the system. If this is the case and its a device that exists as a card within the PC changing the slot that the card resides in may fix the issue. (Fix a Computer that Wont Start, 2006) Also, be sure and check the drivers tab to make sure that theres not a problem with the driver. If there is go to the hardware manufacturers web site and IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems check for updated drivers for the particular piece of software that shows a conflict. After updating the drivers reboot the machine and see if the problem is resolved. In conjunction with the aforementioned statement, be sure that the computer has the most up-to-date version of the OS along with the current Windows fixes. You can do this through Windows Update on the computer or by going to www.windowsupdate.com and allowing the web site to check the current version of the OS and its components. Other things to check include making sure the PC have enough hard drive space for the paging file. A recommended amount is 500 MB. (Windows ME Troubleshooting) Running scandisk and defrag can also help to find disk related problems. Finally, ensure that the computer has the proper antivirus software installed to ensure the problem is not caused by a virus and is a true system or software problem. Scenario 2 - Your next call is from a user whose Windows XP machine will not boot. Outline the steps you would complete to identify the source of the users problem and list the tools provided in Windows XP that might be useful in your analysis. As in scenario 1 the first thing is to turn on the computer and see if there are any errors that appear from the BIOS. These could range from the memory not correctly being seated to any number of other problems. For instance, the BIOS could return a result of boot disk not found indicating that a hard drive containing a partition that contains the boot loader information was not found. This could range from a hard drive failure to a bad sector on the disk that is preventing the operating system from loading. There are a couple of options for troubleshooting the boot procedure. Moreover, with any troubleshooting analysis first check to see if there has IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems been any software or hardware that has been recently installed on the machine. If a new hard drive was installed it may just need to have the option to detect it turned on in the BIOS. Ensure that each of the hard drives that are in the machine are recognized and show up in the BIOS and show the correct size and configuration. If software was recently installed prior to the problem boot into Windows XP safe mode by pressing F8 when the computer boots. The XP boot menu appears as indicated below: (Getting into Windows Safe Mode. (n.d.)) Select Last Known Good Configuration from the startup menu and see if the problem is resolved. If there are no BIOS errors then watch for any errors on boot up into Windows XP. Occasionally there can be programs or executables that run on startup that may prevent the OS from loading. One way to troubleshoot this once in safe mode is to run msconfig. Msconfig allows one to modify several different settings of programs and executables that run on startup. XP also has some compatibility with older programs so there can be win.ini and system.ini that may need to be removed. Be sure and check the startup tab for any programs that may be suspicious. In addition, if there was an error on boot up, one may look for the program in diagram my aforementioned that may have been causing the problem. You can uncheck that program and then reboot to see if that fixes the problem. If it does then you will need to further IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems troubleshoot the issue as it relates to that piece of software. If there was a recent hardware change, try booting the machine in normal mode after removing the hardware to see if that particular component is causing the problem. If a registry problem is detected its a good idea to restore from a previous copy. XP provides system restore points that can be used to restore the machine to its earlier settings. Under Start, Programs, Accessories, System Tools choose System Restore. One will have the option to restore to an earlier version of the settings including the registry. (Microsoft Windows Registry. (n.d.) ) Another option if the problem is with Windows is to perform a repair installation. To do this just boot from the Windows XP install disk. You will be prompted to press Enter to boot from the disk. When prompted select the option to repair the current Windows installation. This will overwrite the core operating system files and should allow the computer to return to normal function. IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems Scenario 3 - It is clear that the organization has not adopted an operating system standard, and, as a result, numerous products and versions are in use throughout the company. Consider the operating systems and discuss which of these you would recommend and why. Which of them would you recommend replacing if they were in use within your organization? A standard operating system on all company PCs provides a standard that is useful to any organization. First the cost savings associated with supporting only a single operating system is a huge plus for the organization. With only one OS the helpdesk can specialize in the problems specific to only one OS. When a customer calls theres not even a need to ask which OS is used as the standard is always in place. Based on estimates provided by Microsoft Windows XP is still the most commonly installed operating system on business PCs. This is likely due to its stability and ease of configuration. Other versions such as Windows Vista were not met with great fanfare from the consumer community and the same soon followed from the business community. Vista proved to not be as stable as XP so corporations chose not to implement it. Now that Windows 7 is in full force the operating system has sold 240 million copies. (Consumers Driving Business Windows 7 Adoption, 2010) 100 million of those copies went to business users. (Consumers Driving Business Windows 7 Adoption, 2010) While a consumer typically uses the OS that comes with a PC a corporate organization may uninstall everything and install the standard image used by all PCs within the organization. As with other things consumer demand for Windows 7 is driving demand for the business user. As consumers buy new PCs and start to like the new Windows 7 they want the same functionality on their business desktop or laptop. Windows 7 has proven to be stable. In fact, only one service pack exist which was IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems released in June of 2010. (Consumers Driving Business Windows 7 Adoption, 2010) The service pack does have several fixes but very few major issues as has been the case with previous rollouts. Another advantage of rolling out Windows 7 is that is supports advanced virtualization which allows a corporation to buy a low or underpowered PC and provide the necessary mechanisms for the PC to use virtualization in order to run applications. Also according to Microsoft is that Windows 7 saves $140 in total cost of ownership per year per PC within the organization. (Consumers Driving Business Windows 7 Adoption, 2010) While this appears to only be substantiated by Microsoft it must be working as many businesses are continuing to rollout and standardize on Windows 7. In order to support advanced applications business will eventually upgrade all their PCs to Windows 7. This is a slow process but it appears Windows 7 is the successor to replace XP in the workplace. Windows XP is the only other possible installation that may be accepted by businesses at this point but since its several years old many organizations will opt to go for the newer version as they know they will have to upgrade at some point in the future. (Consumers Driving Business Windows 7 Adoption, 2010) There may be some cost associated with upgrading to Windows 7 especially for older desktops as some hardware components do not have Windows 7 based drivers and will not work under Windows 7. Its unlikely this would affect a broad spectrum of users and only people using certain hardware so the additional cost to upgrade those items would be warranted. Moreover, one thing driving the upgrade is that consumers are using Windows 7 at home and it becomes a familiar operating system and one they want to use at work as well. If IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems employees can be more productive by using the same operating system at work then there is a positive gain for the organization. (Consumers Driving Business Windows 7 Adoption, 2010) CONCLUSION Regardless of the OS that is selected any organization should standardize on a single operating system installation to ease the deployment and maintenance of the rollout. Having multiple copies of different operating systems makes the support procedures more difficult Being a technical support professional requires not only a great deal of knowledge about computer systems but a lot of patience in dealing with people. Many times in addition to handling the technical side of the problem a support person may also have to deal with a customer who is less than happy about the state of his or her computer. One must leverage the knowledge to fix the problem while also presenting a good face to the customer. In order to stay on the cutting edge of technology one must also continually work to garner an understanding of new types of hardware and software that come onto the market on a daily basis. In addition to working with systems the internet is a great resource for keeping up on the changes in technology in relation to how they affect the job of a technical support professional IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems References: Consumers Driving Business Windows 7 Adoption. November 3, 2010. Ars Technica. Retrieved February 27, 2011 from: http://arstechnica.com/media/news/2010/11/consumersdriving-business-windows-7-adoption-xp-is-on-the-way-out-at-last.ars How to Fix a Computer that Wont Start. September 7, 2006. Microsoft.com. Retrieved February 27, 2011 from: http://www.microsoft.com/windowsxp/using/setup/support/nostart.mspx IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems Getting into Windows Safe Mode. (n.d.) ComputerHope.com. Retrieved March 1, 2011 from: http://www.computerhope.com/issues/chsafe.htm#01 Microsoft Windows Registry. (n.d.) ComputerHope.com. Retrieved February 27, 2011 from: http://www.computerhope.com/registry.htm Basic Microsoft Windows ME Troubleshooting. (n.d.) ComputerHope.com Retrieved March 1, from: http://www.computerhope.com/issues/chwinme.htm IT/286 - COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA)

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