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Troubleshooting
Windows Issues
This section will discuss some of the more common Windows errors and how to resolve them:
- Windows Protection Errors - This typically is caused by the type or speed of the RAM installed in the system.
- Bad or Missing COMMAND.COM - This means that the OS is unable to locate the file COMMAND.COM. To fix this problem use the make sure that the necessary boot files are located on the hard drive. If not, boot with the startup disk and enter the command SYS C:\ which will copy the system files to the hard drive(Windows 9x only).
- HIMEM.SYS not loaded - Check the CONFIG.SYS file and make sure that the line Device=C:\HIMEM.SYS exists and that the path specified to the file is where the file actually is.
- Error in CONFIG.SYS line XX - This error is usually caused by a syntax error in the CONFIG.SYS or AUTOEXEC.BAT file where XX will be the line number that the error occurred.
- Operating system not found - A common cause of this error is booting a system with a non-bootable floppy in the floppy drive. It can also be caused by missing boot files. To correct this, boot with the startup disk and enter the command SYS C:\ which will copy the system files to the hard drive(Windows 9x only).
- General Protection Faults(GPF) - Can be caused by software or hardware. GPFs can be caused by damaged core files which may need to be replaced or by a corrupt registry which can be restored from backup. They can be caused by running an application that is not designed for the operating system you are using. The Dr Watson utility will write information about these errors to DRWATSON.LOG which can be viewed for more information.
- Illegal Operation - Usually caused when 2 or more application attempt to use the same memory space. Incorrectly installed applications and software bugs. Try reinstalling the application and if the errors persist, check with the software vendor for patches/updates to the software.
- System locks up - Typically, this is caused by an application that is hung and can be corrected by ending the task. To end a task press CTRL + ALT + DEL and find the application that is not responding. ALT + F4 can also be used to close active windows. In Windows NT/2000/XP the CTRL + ALT + DEL or CTRL + SHIFT + ESC keys can be used to access Task Manager.
- Application will not start - Make sure that the file that is executed has a .EXE, .BAT or .COM extension. If attempting to run the application from a shortcut, make sure in the shortcut properties that the path to the application is correct.
Printing Issues
- Print Spooler is stalled - Go to the spool folder which is located in C:\Path to system files\spool\printers directory and delete all files in this location and resend any incompleted print jobs.
- Incorrect print drivers - Having an incorrect driver can cause any number of problems from pages coming out as garbled ASCII text to not having access to the full range of features available for that printer. Drivers can be updated by going to the Printers control panel, right clicking on the printer and select properties.
- Out of memory - Print jobs have to be spooled to hard disk space. If there is not enough hard disk space available this error will occur. Try freeing up hard drive space or move the spool folder to a drive with more free space.
- You send a print job to the printer and nothing happens. No error condition present at printer. Check and make sure that the printer is not offline.
Other Troubleshooting Tools
Throughout this guide we have discussed many of the Windows troubleshooting tools. Below is a list of the ones that haven't been covered yet.
- MSINFO - Used to view installed devices and drivers. - Windows 9x
- HWINFO - The Hardware Diagnostic Utility is located in C:\Windows\HwInfo.exe and there aren't any shortcuts to it by default. In order to run this utility you need to append a /UI switch. This "tool" was run during your initial install of Win98 and created a record of various hardware settings, drivers, file sizes & dates, memory ranges, resource allocation, etc. - Windows 98 only
- Dr Watson - Will generate an error log when certain types of errors occur. This information can be accessed by typing drwatson in the run dialog box. - Windows 3.x/9x/NT/2000/XP
- ASD.EXE - Automatic Skip Driver Agent identifies devices that can cause Windows 98 or Windows Me to stop responding (hang) when you start your computer, and then disables them so that they are bypassed when you next restart your computer.
- Maintenance Wizard(TUNEUP.EXE) - Allows you to schedule maintenance utilities such as defrag and scandisk. - Windows 98
- Signature Verification Tool - Microsoft "Signs" drivers which means that they are approved to work on a particular operating system. This tool checks files and informs you whether or not they have been signed by Microsoft. - Windows 98/2000/XP
- Event Viewer - This tool is a log of system, application and security events(successes and failures). Can be used to obtain more information about system and application errors. - NT/2000/XP
- SCANDISK - The ScanDisk utility inspects the hard drive for errors and corrects them. The standard test will inspect files and folders while the advanced test will also checks the disks physical surface. ScanDisk is run automatically on startup when the system detects that the system was not shut down properly. Scandisk is available in DOS 6.x and Windows 9x. CHKDSK is the utility used in Windows NT/2000/XP.
Viruses
There are several different categories of viruses as follows:
- File infector viruses - File infector viruses infect executable program files such as .com and .exe files. The can infect other files when an infected program is run from floppy, hard drive, or from the network.
- Boot sector viruses - Boot sector viruses infect the system area of a disk known as the boot record.
- Master boot record viruses - Master boot record viruses are memory resident viruses that infect disks in the same manner as boot sector viruses. The difference between these two virus types is where the viral code is located. These can often be fixed by using FDISK /MBR.
- Multi-partite viruses - Infect both boot records and program files.
- Macro viruses: These types of viruses infect data files and are the most common. With the advent of Visual Basic in Microsoft's Office 97, a macro virus can be written that not only infects data files, but also can infect other files as well.
There are 2 other types of attacks that are common via the use of Trojans and Worms as described below:
- Trojan Horse - These are files that claim to be something desirable but are destructive and cause loss or theft of data. Trojans are different from viruses as they do not replicate themselves like viruses do.
- Worms - These are programs that replicate themselves from system to system without the use of a host file.
Most viruses are spread via email and the internet, but can also be spread via removable media(i.e. floppies) or across a network. Anti-virus software should be used to protect against virus threats and "clean" files when a computer does become infected. It is important to keep your system service packed and install security updates from Microsoft. Windows Update is a service provided in Windows 2000/XP that keeps track of updates installed on your system and will prompt you when additional updates are available.
Spyware
A more recent threat to computers has been the recent explosion of Spyware. Spyware is software that is installed on your system without you knowing about it. This software can cause a wide range of problems including excessive popup windows, system problems, or having your system compromised from a security standpoint. Spyware can either be piggybacked to software that you download and seems legitimate or installed by visiting some web sites. The best way to deal with spyware is to remove all programs that you do not use in the Add/Remove programs control panel and use a 3rd party spyware removal software package such as Spybot or Ad-aware.
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