A+™ Essentials Tutorial

3. Diagnosing, and Troubleshooting

3.1 Recognize and interpret the meaning of common error codesand startup messages from the boot sequence, and identify steps to correct theproblems.

  • 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
    • A device referenced in SYSTEM.INI, WIN.INI, 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
  • Using the correct Utilities
    • Dr. Watson
    • Boot Disk
    • Event Viewer

3.2 Recognize when to use common diagnostic utilities and tools. Given a diagnostic scenario involving one of these utilities or tools, select the appropriate steps needed to resolve the problem.
Utilities and tools may include the following:

  • 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)
  • Diagnostic tools, utilities and resources
    • User/installation manuals
    • Internet/web resources
    • Training materials
    • Task Manager
    • Dr. Watson
    • Boot Disk
    • Event Viewer
    • Device Manager
    • WinMSD
    • MSD
    • Recovery CD
    • CONFIGSAFE
  • Eliciting problem symptoms from customers
  • Having customer reproduce error as part of the diagnostic process
  • Identifying recent changes to the computer environment from the user

3.3 Recognize common operational and usability problems and determine how to resolve them.
Content may include the following:

  • Troubleshooting Windows-specific printing problems
    • Print spool is stalled
    • Incorrect/incompatible driver for print
    • Incorrect parameter
  • Other Common problems
    • General Protection Faults
    • Bluescreen error (BSOD)
    • Illegal operation
    • Invalid working directory
    • System lock up
    • Option (Sound card, modem, input device) or will not function
    • Application will not start or load
    • Cannot log on to network (option – NIC not functioning)
    • Applications don’t install
    • Network connection
  • Viruses and virus types
    • What they are
    • TSR (Terminate Stay Resident) programs and virus
    • Sources (floppy, emails, etc.)
    • How to determine presence

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