Chapter 19 Troubleshooting Theory, OSs, Security

Question 1

4 General Problems in a Computer System are…

pg.932

Answer 1

• Collection of hardware pieces
• OS
• Apps
• Computer user

Question 2

Questions to Ask the User

pg.933

Answer 2

• Can you show me the problem?
• How often does this happen?
• Has any new hardware or software been installed recently?
• Has the computer been moved recently?
• Has someone new used the computer recently?
• Have any other changes been made to the computer recently?

Question 3

How do you know the problem is a hardware problem?

pg.935

Answer 3

• If the problem is manifest when the user uses a piece of hardware (USB or CD)

Question 4

Establishing a Theory

pg.936

Answer 4

• Eliminating Possibilities
• Using External Resources
• Testing Solutions

Question 5

Establishing a Plan of Action

pg.939

Answer 5

• If the 1st fix didn’t work try something else
• Implement the fix on other computers (If needed)
• If everything is working document the solution

Question 6

Common Symptoms OS Issues

pg.942-944

Answer 6

• BSOD
• Failure to Boot
• Improper shutdown
• Automatically shutdown/restart

Question 7

OS Tools

pg.949-959

Answer 7

• Recovery Console
• Repair Disks
• MSCONFIG
• REGSVR32
• Event Viewer
• Safe Mode
• Command Prompt
• Automated System Recovery

Question 8

Recovery Console

pg.949

Answer 8

• Is a command-line utility used for troubleshooting

- Used to copy, rename, or replace operating system files and folders, enable or disable services or device startup

Question 9

Recovery Disks

pg.952

Answer 9

• A CD used to recover your computer and bring it back to the point where it was when it was new

Question 10

MSCONFIG

pg.953

Answer 10

• Helps troubleshoot startup problems

Question 11

REGSVR32

pg.956

Answer 11

• Allows you to register and unregister modules and controls for troubleshooting purposes

Question 12

Event Viewer

pg.957

Answer 12

• Provides info about what’s been going on with the whole system

Question 13

Safe Mode

pg.958

Answer 13

• Is a troubleshooting option for Windows that starts your computer in a limited state
  
  • Only the basic files and drivers necessary to run Windows are started

Question 14

Command Prompt

pg.959

Answer 14

• Allows you to run many troubleshooting utilities

Question 15

Automated System Recovery

pg.959

Answer 15

• Used to simplify recovery of a computer’s system or boot volumes
• 2 parts:
  
  • Automated backup
  • Automated restore

Question 16

Common Symptoms for Security Issues

Answer 16

• Pop-Up
• Security Alerts
• Slow Performance
• PC Locks up

Question 17

Pop-Ups

pg.961

Answer 17

• When a user visits a website and another tab or browser opens in the foreground

Question 18

Security Alerts

pg.962

Answer 18

• People issue phony threats disguised as security alerts

Question 19

Slow Performance

pg.963

Answer 19

• Viruses, worms, and malware cause slow performance because they take resources from other apps

Question 20

PC Locks Up

pg.963

Answer 20

• PC stops responding to commands and stops processing completely

Question 21

Security Tools

pg.965

Answer 21

• Antivirus Software
• Anti-Malware Software
• Anti-Spyware Software
• System Restore

Question 22

Malware Removal Steps

pg.973-974

Answer 22

1. Identify malware symptoms
2. Quarantine infected system
3. Disable System Restore
4. Remediate infected systems
5. Schedule scans and updates
6. Enable System Restore and create restore points
7. Educate the end user