Transcript A+ Guide to Managing and Maintaining your PC, 6e

A+ Guide to Managing and
Maintaining your PC, 6e
Chapter 14
Troubleshooting Windows 2000/XP
Startup
Objectives
• Learn about what happens when Windows 2000/XP
starts up
• Learn about the tools that can help you when
Windows fails to boot or boots with errors
• Learn strategies that you can use to solve problems
when Windows 2000/XP won’t boot
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Introduction
• Two types of startup problems
– Windows 2000/XP will not load the Windows desktop
– Windows 2000/XP loads the desktop with errors
• Topics to cover
– What happens when Windows 2000/XP starts
– Tools and utilities used to solve boot problems
– Strategies and approaches for solving boot problems
• Meet booting problems with a good plan
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Understanding the Windows 2000/XP
Boot Process
• Topics to cover in this section:
– What happens during the boot process
– What files are needed to boot
– Changing settings that affect Windows 2000/XP startup
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What Happens When Windows
2000/XP Starts Up
• The procedure applies to an Intel-based PC
• Programs involved in the initial steps
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Startup BIOS (firmware)
MBR program
Boot sector program
Ntldr
• Table 14-1 describes the steps in detail
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Table 14-1 Steps in the Windows 2000/XP boot process for
systems with Intel-based processors
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Table 14-1 Steps in the Windows 2000/XP boot process for
systems with Intel-based processors (continued)
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Files Needed to Start Windows
2000/XP
• See files in Table 14-2
• Some of the files are core components of the OS
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Table 14-2 Files needed to boot Windows 2000/XP successfully
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Table 14-2 Files needed to boot Windows 2000/XP successfully (continued)
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Important Folders Used in the Startup
Process
• List of key folders used by Windows 2000/XP:
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C:\Windows: the Windows XP installation
C:\Windows\System32: core system files and subfolders
C:\Windows\System32\config: registry hives
C:\Windows\System32\drivers: device driver files
C:\Documents and Settings: user account information
C:\Program Files: installed applications
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The Boot.ini File
• Hidden text file in root directory of active partition
• Read by Ntldr for two types of information:
– Available operating systems (in [operating systems])
– How to set up the boot (in [boot loader])
• You may view and edit information in Boot.ini
• To access Boot.ini, you must first make the file visible
– Change hidden file setting in View tab of Folder Options
• Switches may be used in [operating systems] section
– Ex: /fastdetect: OS bypasses serial port devices at boot
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Figure 14-2 A sample Windows XP Boot.ini file
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Customizing the Way Windows
2000/XP Starts Up
• How to change Windows startup options
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Right-click My Computer and select Properties
After System Properties opens, click Advanced
Under Startup and Recovery, click Settings
If necessary, change settings and enter OK
• Configuring DEP (which changes /NoExecute switch)
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Select Advanced tab of System Properties dialog box
Under Performance, click Settings
Click the Data Execution Prevention tab
Apply changes and click OK
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Figure 14-4 You can access startup and recovery options from the
System Properties dialog box
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Troubleshooting Tools to Solve Startup
Problems
• Sources of information about troubleshooting tools:
– Microsoft Knowledge Base at support.microsoft.com
– Microsoft Windows XP Professional Resource Kit
Documentation (a book)
– Table 14-3 in the text
– Help files for a command tool
• Examples of the many tools available:
– Last Known Good Configuration
– Safe Mode
– System Information (Systeminfo.exe)
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Figure 14-7 The System Information window displays important
information about the system’s hardware, software, and environment
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Advanced Options Menu
• Used to diagnose and fix boot-related problems
• Press F8 key to display Advanced Options menu
• A list of the options
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Safe Mode: boots OS with minimal configuration
Safe Mode with Networking: includes network access
Safe Mode with Command Prompt: text-based only
Enable Boot Logging: records files used during boot
Enable VGA Mode: substitute for regular display
Last Known Good Configuration: stored in the registry
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Figure 14-10 Windows XP Safe Mode with Task Manager
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Advanced Options Menu (continued)
• A list of the options (continued)
– Directory services restore mode: for domain controllers
– Debugging mode: for moving system logs to another PC
– Disable automatic restart on system failure: stops reboot
• Blue screen of death (BSOD)
– Also called a stop error or system failure
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Figure 14-13 Control what happens after a stop error
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Recovery Console
• A command-driven OS for serious troubleshooting
• Functions performed with the Recovery Console
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Repair a damaged registry, system files, or file system
Enable or disable a service or device driver
Repair master boot program on hard drive
Repair boot sector on the system partition
Repair a damaged Boot.ini file
Recover data when the Windows OS is beyond repair
• Recovery Console is protected from illegal access
• Table 14-4 (partially reproduced) lists commands
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Table 14-4 Commands available from the Recovery Console
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Recovery Console (continued)
• Use the recovery console to fix hard drive problems
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Fixmbr: restores the master boot program in the MBR
Fixboot: repairs the OS boot record
Diskpart: used to view, create, and delete partitions
Chkdsk: repairs file system and recovers data
• Restore the registry following steps in Table 14-5
• Disabling a service or device driver
– Listsvc: lists all services currently installed
– Disable: disables a service
– Enable: shows current status or reinstates a service
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Table 14-5 Steps to restore the Windows 2000/XP registry
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Recovery Console (continued)
• Use the Recovery Console to restore system files
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Map: displays the current drive letters
Systemroot: sets Windows directory as default directory
Delete: deletes a file
CD: changes directory
Copy: makes a backup of the current Ntldr file
Bootcfg: lets you view and edit the Boot.ini file
Expand: extracts files compressed in cabinet (.cab) files
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Figure 14-23 Recovery Console command to repair Ntldr
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Recovery Console (continued)
• Use the recovery console to recover data
– First step: change some Recovery Console settings
– Second step: copy data from hard drive to other media
• Optional installation of the Recovery Console
– Open a command window
– Navigate to \i386 folder on Windows 2000/XP CD
– Enter the command winnt32 /cmdcons
• The Recovery Console is installed at this step
– Restart your computer
• Recovery Console should be on the boot loader menu
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Strategies for Troubleshooting
Windows 2000/XP Startup
• Topics to cover
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General guidelines for troubleshooting
How to respond to startup errors
How to clean up a sluggish startup
How to restore system files
Methods to use as a last resort
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Guidelines for Troubleshooting Boot
Problems
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Ask the user what happened before problem started
Back up data before trying to solve an OS problem
Determine what point in boot the system fails
Check the simple things first; e.g., loose cables
Boot to Advanced Options, select Last Known Good
Configuration
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Respond to Any Startup Errors
• Signs of a successful startup
– You can log onto Windows
– The Windows desktop is loaded
– The hourglass pointer has disappeared
• If an error message appears during boot, address it
• Table 14-6 identifies error messages
– The table is partially reproduced in the following slide
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Table 14-6 Startup error messages and their meanings
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Respond to Any Startup Errors
(continued)
• Errors that occur before the windows load begins
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Startup BIOS is still in control
All core startup components must work for success
Essential hardware: CPU, boot device, power supply
Example: BIOS cannot find a hard drive
• Stop error
– Drastic error that causes Windows to hang or lock up
– Search Microsoft support site for help with problem
– Example: a bad USB device causes BSOD to appear
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Figure 14-25 A BSOD might be caused by hardware or software
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Respond to Any Startup Errors
(continued)
• Program not found error
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Entry in the registry or a startup folder, but no program
Cause: uninstall routine leaves entry behind
You can use Msconfig to identify orphan entry
If the entry is in registry, delete entry to eliminate error
• Errors from when a device or service has failed to start
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Use Device Manager to update the driver
Uninstall and reinstall the device
Boot from Last Known Good Configuration
Try Safe Mode, System Restore, Recovery Console
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Figure 14-28 Delete orphan registry entry left there by malware
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Cleaning Up Startup
• Locations to check for cleanup
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Startup folders for startup processes
Unwanted scheduled tasks
Group Policy startup entries
Installed fonts
• Msconfig: used to find other startup entries
• Services Console: used to disable unwanted services
• Check startup folders
– Move unwanted programs or shortcuts to another folder
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Figure 14-29 This startup folder holds several unneeded services
that appear in the system tray and take up system resources
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Cleaning Up Startup (continued)
• Look for unwanted scheduled tasks
– Tasks launched at startup are in C:\Windows\Tasks
– Inspect folder for unwanted or malicious tasks
• Check Group Policy for unwanted startup events
– Group Policy scripts are placed in one of four folders
– Malicious software is sometimes placed in these folders
• Check for too many installed fonts
– Fonts stored in C:\Windows\Fonts folder
– Install or uninstall a font: move font into or out of folder
– Make sure folder does not hold more than 260 files
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Figure 14-30 The Scheduled Task folder can contain tasks that launch at startup
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Figure 14-31 Fonts are kept in the C:\Windows\Fonts folder
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Cleaning Up Startup (continued)
• Use Windows XP Msconfig to limit startup events
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To access utility, enter Msconfig in the Run dialog box
Click Services tab to view all services set to start
Click Startup tab to view/edit list of startup programs
Deselecting a startup item is not a permanent solution
• Check for corrupted or unneeded files
– Service: support program running the background
– Identify services from the Services Console
– Investigate the service on the Internet
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Figure 14-33 Use the Msconfig Startup tab to control programs launched at startup
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Figure 14-34 The Services console is used to start, stop, and schedule services
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Restore System Files
• Return to a previous Windows XP restore point
– Try Driver Rollback before System Restore
– If using System Restore, select a close restore point
– Accessing System Restore when Windows GUI is down
• Try booting into Safe Mode
• Use Windows 2000/XP boot disk to verify boot files
– If OS boots from disk, problem is in root folder of C drive
– To create boot disk, copy boot files from PC or setup CD
– A repair suggestion: replace Ntldr, Ntdetect.com, Boot.ini
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Restore System Files (continued)
• Use the Recovery Console to restore system files
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Boot to the Recovery Console
Get a directory listing of files in the root directory
Use the Chkdsk command to scan hard drive for errors
Try copying backup registry files to \..\system32\config
Identify faulty service using Listsvc, Disable, and Enable
Replace faulty service with a copy from the setup CD
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Recover or Repair the Windows
2000/XP Installation
• Recovery partitions and recovery CDs
– If provided, use a recovery CD instead of a setup CD
• Recovery CD has drivers specific to system and OS build
– Hidden partition may also be used for recovery
• Windows XP Automated System Recovery (ASR)
– Recovers system from time of last full backup of drive C
– Access ASR backup from setup CD (press F2)
– Follow directions onscreen to restore drive C
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Figure 14-35 Brand name recovery CDs and a Windows XP setup CD
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Recover or Repair the Windows
2000/XP Installation (continued)
• The Windows 2000 Emergency Repair Process
– Method of last resort (all changes to system are lost)
– Process uses Emergency Repair Disk (ERD)
• In-place upgrade of Windows 2000/XP
– Software/hardware are reinstalled, user data preserved
– Use repair utility on Windows 2000/XP setup CD
• Clean installation of Windows 2000/XP
– First step: copy data files to a safe place
– Destroy current Windows 2000/XP installation
– Reinstall the OS from the Windows 2000/XP setup CD
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Figure 14-38 Windows XP Setup can repair the selected Windows installation
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Summary
• Files used in boot process are stored in root directory
of hard drive and C:\Windows\System32 folder
• Boot.ini file: key startup file with [operating system]
and [boot loader] sections
• Advanced Options menu: diagnostic utility accessed
before the OS GUI is loaded
• Safe Mode: Advanced Option menu item that runs
system with essential processes only
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Summary (continued)
• Recovery Console: command-driven OS used to
troubleshoot serious startup problems
• Blue screen of death (BSOD): serious stop error
• When cleaning up the startup process, check folders
with startup files and run anti-virus software
• Restore system files using System Restore, a boot
disk, or the Recovery Console
• Restore an entire system using Automated System
Recovery or performing a clean installation
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