Sim-Ex™ Tutorial for A+ Essentials

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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