-
Troubleshooting
- How does one approach troubleshooting computer problems? Troubleshooting
computer problems is a complex art. It involves knowledge of hardware devices,
the operating system, and application software. The purpose of this web page
is to present a general overview of troubleshooting. There are a few things
you must consider before troubleshooting your computer. You need to know if
you have the necessary skills to do the troubleshooting. I have found some
of my most difficult troubleshooting sessions have been the result of a user
attempting to resolve a problem which they did not have the necessary skills
or knowledge to perform. Do not stop reading if you don't think you can do
the troubleshooting yourself. This material should also assist you when speaking
to a technical support person. If you really want to learn how to troubleshoot,
there are many books on the subject at various skill levels.
- Identifying the
problem is the most important step in the troubleshooting process. It is also
one of the most often overlooked. Part of identifying the problem includes
gathering the facts concerning the problem. When did the problem start? When
was the last time the application or computer functioned properly? What changes
were made between these times?
- Identify the resources at your disposal for
problem resolution. Resources include the Internet, web sites and Newsgroups,
books, technical support, help desks, and consulting groups.
- Windows 98 includes a number of Troubleshooters
You will find the troubleshooters included with Windows 98 Help. Press the
start button, then select Help. The troubleshooters appear at the bottom of
the left hand column of the Help window. The troubleshooter tools walk you
through a series of questions and answers selected with radio buttons. The
troubleshooters are simple and the most novice user should be able to follow
them. I do list the troubleshooters included in Windows 98, but because they
are so easy to use, I do not include instructions.
- Networking
- Modem
- Startup and Shutdown
- Printer
- Drive Space 3
- Memory
- MSDOS Programs
- Display
- Direct X
- Sound
- The Microsoft Network
- Hardware Conflict
- Dial Up Networking
- Direct Cable Connection
- PC Card Back to the TOP
Back to the TOP
Windows 98 Tools
Windows 98 includes new tools that
should help you keep Windows 98 running properly.
Windows 98 Update
- This long awaited tool which allows you to download Updates for Windows
98 with ease. From the Start menu, select the Windows Update and Internet
Explorer launches to the Microsoft Windows 98 Update Web site. Instructions
on the web site are self explanatory. I suggest you try the Windows Update
once a week to keep Windows 98 current. Back to the TOP
System Information
- The following tools are found by clicking the Start button with your left
mouse button, then select Programs, then Accessories, System Information and
finally System Tools. System Information This is a great place to start troubleshooting
problems. When you select System Information, the System Information window
opens. The left column has the following items: Hardware Resources, Components
and Software Environment. Each of these items expands by pressing the 'plus
sign'(+) next to the item. The right column presents information from the
items selected in the left hand column. There is a wealth of information present
concerning the system configuration, too much to really present in this page.
Try it yourself and see the personal information about your machine. This
is the place to look if you want to know what type of hardware you have without
opening the case. There are three types of information presented in the right
column: Basic, Advanced and History. Each are selected by a radio button.
For example, launch the System Information Application and then expand the
components. Select Modem and select the Basic Information radio button. View
the information presented and then select the Advanced Information button.
Note, the Basic button provides only the Modem type, while the advanced button
contains the registry key for the Modem and Driver information (other information
may be displayed if your modem was not configured with plug and play). Other
items of interest are Hardware Conflicts, Components Problem Devices, and
Software Environment Drivers. Ever wonder how some applications which are
not in the StartUp group is launched when Windows starts?. Selecting the Tools
option from the toolbar opens a dropdown menu with the following selections:
- Windows Report Tool- This tool is used to create
a report containing the information that might be required when you contact
Microsoft Technical Support. Update Wizard Uninstall Use this only if a
support technician tells you to uninstall the Update Wizard.
- System File Checker- This one checks your files
for corruption/changes and allows you to restore the corrupted files, if
necessary.
- Signature Verification Tool The Signature Verification Tool verifies the
signature on file which has been electronically signed by Microsoft. This
allows you to find files which have been changed and not signed by Microsoft.
- Registry Checker- This is basically done automatically
each time Windows 98 starts. But if you wish to run it, it is accessible.
- Automatic Skip Driver Agent- Windows 98 uses the
Automatic Skip Driver Agent (ASD) to disable drivers which have caused Windows
98 to fail in starting. These drivers are stored by the Automatic Skip Driver
Agent. You can reenable drivers which are skipped by using ASD. If the driver
still fails, it will be disable by the ASD.
- Dr. Watson- This utility helps debug problems.
By enabling Dr. Watson, and enabling the 'Logging' you can access these
results to see what happened if you are experiencing some problems.
- System Configuration Utility- This one is a great
troubleshooting tool which allows you to back-up system configuration files
and make adjustments to the system configuration files all in one area.
When problems start happening, this is where you go to disable StartUp programs
or disable any program that is the problem.
- Scandisk- Scandisk scans your hard drive for errors.
This task should be done at least once a week. It is automatically launched
when you do an improper shutdown of Windows 98.
- Version Conflict Manager- Version Conflict Manager
is the tool you wished you had with Windows 95. Loading software on your
system sometimes replaces newer DLLs with older ones which may cause problems.
Version Conflict Manager saves the DLLs which were replace so that they
can be later restored if needed. Microsoft advises this tool should only
be used by technical support people or people who are well versed in the
operating system.
Back to the TOP
WINDOWS ERRORS
- If you encounter errors or devices in your system that are not funtioning,
one easy way to find out if you have a faulty device, is to click on START,
SETTINGS, CONTROL PANEL, then the SYSTEM icon. At the top of the page click
on DEVICE MANAGER. You will see a list of different devices. Look for one
with a yellow exclamation park on it. This means that there is a system conflict
and the device is not presently working. If you find one of these marks, contact
your computer manufacturer and find out about fixing this problem. If there
isn't a malfunctioning device then there is another problem.
- IS WINDOWS LOCKING UP? No one can used Windows 95 that sooner or later you
don't encounter a lock-up. That basically means your computer just sits there
and won't respond. One thing to try that may help identify the problem is
the hold down the ALT key and the CTRL key and while holding them down tap
the DELETE key one time. If the system isn't locked up too bad this will bring
up the CLOSE PROGRAM box. This box shows current programs that are running
in Windows 95. Don't just start shutting them all down. Look for one that
will have NOT RESPONDING in parenthesis (not responding). Highlight that line
and click on end task. You will probably have to reboot the computer anyway
but this will let you know what program caused Windows to lock up.
Back to the TOP
Fixing Corrupted Registry
- If Windows95 gives you the dreaded "Your registry is corrupt" message,
DO NOT PACNIC! Instead, reboot the computer. When you see "Starting Windows
95", push the "F8" key. Choose "Safe mode command prompt only" from the menu.
You will quickly get a "C:\>" prompt. Change to your Windows directory and
type "regedit /e savebutt.reg" It will say "exporting file". eventually it
will stop with an error message. After this, type "attrib system.dat -r -s
-h". Then type "ren system.dat system.old". Lastly you need to type "regedit
/c savebutt.reg". These commands will pull only the undamaged sections from
your old registry and make a new one based on these. If it fails, reinstall
Windows. If it works, some of your programs may no longer function. Reinstall
them. This is a last desperate attempt to fix Windows. If your computer still
functions properly when you get the corrupted registry message, just continue
to run your computer until it fails. This fix may not work.
Back to the TOP
USB Device and PCI Bridge Driver Problems.
- If you have one of the new Pentium Motherboards or the Pentium II Motherboards
or maybe some of the older systems have an "Other Device" or "Unsupported
Device". It is most likely a USB or Universal Serial Bus Device. The new OSR2
Version of Windows 95 has the support for this device but it is extremely
difficult to get the driver in if you haven't done it before. You have to
go to Control Panel and then into System. There should be an Unsupported Device
there. One will be a PCI Bridge and the Other one is the USB Device. Put in
the Windows 95 CD and open My Computer. Double Click "Other" director and
then double click on USB. Run the executable file there and it will install
the USB drivers after it checks your harddrive for errors. It will have you
reboot the computer. After the computer reboots, go to Control Panel and then
System. Double click the device and then click on driver and have it search
for the driver. It will probably not find the driver. In the window where
you specify the device, type in C:\WINDOWS\INF. It will find the driver and
then start copying files. When it gets about 50% done it will ask for the
location of another file. Type in C:\WINDOWS\SYSTEM and it will find the driver.
The PCI Bridge is one that doesn't have a driver that I can find. Some manufacturers
include a driver with the Motherboard. If you don't have a driver, you can
fix it. Click on Start, and the run and put in the command line "regedit".
This is the Windows 95 registry editor. Click on HKEY_LOCAL_MACHINE, then
click on "Enum", then click on "PCI". There will be several VEN_8086 Devices.
Double click on the last 2 or 3 and the BUS_##### until you find one that
says PCI Bridge. There will be a line that says "Device Unknown". Double click
on that and in the dialog box erase Device Unknown and type in "DeviceCommon".
Click OK and that should fix the problem. Back to the TOP
Still have problems?
E-mail me 1. Quit the software application you are in and restart the computer.
This reloads the system software and will often resolve minor application software
glitches along with freeing up extra memory. 2. Save your current file under
a different name and location by using the Save As command. Quit the software
program, restart it and open the new copy. 3. Reinstall your application software.
If a software program is corrupted or infected by a virus, throwing it away
and reinstalling from the original discs will often fix the problem. 4. Try
using a disk repair utility such as Norton Utilities. These programs scan and
repair your hard drive and perform other system maintenance. 5. If these steps
don't work, try contacting one or more of the Internet troubleshooting sites
listed below.
Back to the TOP
- Windows 95- Troubleshooting on 95 is pretty much similiar to 98, only the
amount of tools are extremely limited.
Back to the TOP
- Windows 2000- nothing as of yet Back to the TOP more
below though!
-
Links
Back to the TOP
Help!!
This is a sneak preview of the questions that computer resources staff will
ask when first encountering a malfunctioning computer. By following these
trouble-shooting tips you may be able to solve your own problem in a short
amount of time. If, after troubleshooting your machine it still doesn't work,
at least you will be able to describe the problem to user services in a much
more informed manner.
GENERAL ADVICE
1. Reboot: If something is not working, or crashed, first restart your computer.
This solves most problems.
2. Virus check: Check to see if your version of the virus scanning software
is current with the one in the software server.
3. Run a complete scan of your hard drive.
4. Determine the scope of the problem: Try to determine if it is hardware,
network, software related or a specific file problem. Is it with the whole
office, only one platform (only Macs or PC's), or just your computer? Is it
with one specific application or one file?
5. See if you are "on" the network: Not being connected to the network is
the culprit in most printing, web and email problems. Here is how to test
for network connections: In Windows 95, 98 or NT, do you see drive "P"? On
Mac, go to chooser. Do you see zones, a box in the lower left?
Back to the TOP
HARDWARE RELATED TROUBLESHOOTING "Computer doesn't
start up at all."
1. Check power cords and power strip are firmly connected.
- Is there electricity?
- Is there electricity?
- Is the power strip on?
- Is the monitor on?
- Is the hard drive on?
- Does either the monitor or computer green light come on?
- Does the monitor light come on green at all, even briefly, or is it orange?
2. Check all cable and power connections.
- Do you hear the hard drive start up? If yes, try substituting monitors
with someone else in the office, to see if that works.
- If the monitor seems to work, but nothing comes up, try booting the PC
with a "Boot" or startup disk.
3. Do you get error messages (if so write them down), or nothing?
4. When did it last work?
- What was the last thing you did before shutting it down?
- Did you install new software or hardware?
- Delete any files? Back to the TOP
Computer gets stuck starting up the operating system
Check all cable and power connections. Do you get error messages (if so
write them down), or nothing? When did it last work? What was the last thing
you did before shutting it down? Did you install new software or hardware?
Delete any files? For Mac, try starting system with extensions off (Restart
while holding down "shift" key). Then turn extensions on with extension manager
slowly to find problem. In Windows 95 or 98, press "F8" at start up, and try
launching in "Safe Mode" "I can't move the mouse", or "the keyboard doesn't
respond." Check the cable connections between mouse, keyboard and the computer.
"I can't read a floppy disk." Does your computer recognize the A: drive? Can
you read other floppy disks, or none? Can it be read in another computer?
Mac or PC? What type of disk is it- high density, low density, Mac or PC formatted?
Run a complete antivirus scan of the floppy disk. Can you read anything off
the disk or is it just a problem with one file? Copy the file to the local
hard drive, then try to open it. Back to the TOP
NETWORK RELATED TROUBLESHOOTING
"I can't log in to the network." Can anyone in the office log in on any
other computer - Mac or PC? Can you log on, with your own password, to someone
else's computer, just not your own? Check network cables, remove and put back
in. In Windows 95, check the network setup. Is "Microsoft Client for Netware"
the preferred login? Did you get any error messages on startup? On Mac, go
to chooser. Do you see zones, a box in the lower left? If not, go to either
Appletalk control panel or Network control panel, and try to switch it to
Ethernet, to find GSD Zone. "I can't use email." Are you on the network otherwise?
Can anyone in the office get into their mail on any other computer - Mac or
PC? Do you remember your password? "I can't print." Are you on the network
otherwise? Can anyone in the office print from any other computer to that
printer - Mac or PC? Can you print to any other printer or none? Try turning
printer on and off. Is there a paper jam at the printer? Check printer network
cables, remove and put back in. If it didn't print, have you kept trying to
send it? If so, you may have a large queue of files, which you will need to
clean up. Delete them all including the print which has stalled. In Windows
95, check the network setup. Did you get any error messages on startup? Go
to Start-Settings-Printers. Select the printer you want, is it shaded out?
Go to properties, and check network path. Check the printer queue. Is it stalled,
or is some file stuck in it? Try deleting that file. On Mac, go to chooser.
Do you see zones, a box in the lower left? If so, are you selecting the proper
driver - LaserWriter, HP, etc.? Is your printer listed? Are other printers
listed? Try setting it up again. "I Can't get onto the Web." Are you on the
network otherwise? Can other people open up the Web? In Windows 95, go to
Start-Settings-Control Panels-Network. Go to TCPIP protocol, and preferences
button. Check settings. Click start menu, choose run, type "winipcfg", were
you assigned an IP Address? On Mac, go to chooser. Do you see zones, a box
in the lower left? If not, go to either MacTCP control panel or TCPIP control
panel, and check the server. Back to the TOP
COMMON WINDOWS PRINTING PROBLEMS
"All prints give me an error page, PS Header not loaded." Look in printer
setup, check a box which states "load header". " I keep getting an extra first
page, with my name on it." Windows 95: go to printer preferences, capture
settings, Uncheck a box which says "enable banner". Windows NT: go to control
panels, CSNW, Uncheck banner box. Back to the TOP
SOFTWARE RELATED TROUBLESHOOTING
"My software application doesn't work" When did it last work? Has this software
been working or is this the first time you tried it? Did you delete any files?
If this is the first time you tried it, did you try to install it yourself?
From disk, or over the network? If installed over the network, did you read
the GSD instructions first? Are you on the network? Is "Key access" loaded
and running? On a Mac, try rebuilding the desktop (Restart holding down the
option and apple clover key). Reload the software. "My computer keeps crashing
in...(Word, Excel, etc.)." Try opening different files in the program, not
the same one each time. It may be a data problem, not the software. Do computer
maintenance procedures: Empty out temp folders and netscape cache. Run scandisk,
defrag in Windows 95 or 98. Use Norton Utilities on a Mac. Reload the software.
Back to the TOP
DATA OR FILE RELATED TROUBLESHOOTING
1. Try opening file from hard disk first, not from a floppy disk.
2. Open file and save it with a different name. The original may be corrupted.
3. Use your backup! Back to the TOP
{Info}
COMPUTER
WIZARD