Chapter 19 - Troubleshooting Theory, OSs & Security Flashcards
tell me the three things that should never change, regardless of how you approach the troubleshooting process
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always back up your data before making any changes to a system
establish priorities (escalate or de-escalate the job as necessary)
document EVERYTHING
tell me three questions you can ask the user for clarification on the problem at hand
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can you show me the problem
how often does it happen
has any new hardware or software been installed recently
what should you do when you encounter multiple problems that appear unrelated?
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identify them one at a time and solve them one at a time
say that you are troubleshooting and need to strip the system down to the basics. speaking in terms of SOFTWARE, what does this mean you’ll usually have to do?
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get the computer into Safe Mode so that most of the drivers do not load and go from there
you are about to eliminate a possibility as to why something is not working right. why should you bother going to the vendor’s website as part of your troubleshooting process?
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because there might be a specific solution for your problem.
true/false: ALWAYS ground yourself before digging around inside the case
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true
you are establishing a plan of action. you’ve just tested a solution, and depending on the results, you’ll now do one of three things:
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if the first fix didn’t work, try something else
if needed, implement the fix on other computers
if everything is working, document the solution
what does it usually mean if you get the blue screen of death and your windows gui fails to start properly?
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there’s a driver that’s misconfigured OR there’s some hardware that’s misconfigured
for windows xp, vista, and 7, tell me the name of the file that bootstraps the system
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xp - NTLDR
vista and 7 - BOOTMGR
what’s the file that recognizes and loads the SCSI interface?
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NTBOOTDD.SYS
you have chosen to boot the system with the Boot Logging startup option engaged. what is the file that will hold the boot log information?
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NTBTLOG.TXT
what does DLL stand for?
give me an example.
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dynamic link library
HAL.DLL
what is BOOT.INI?
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its a text file that specifies what operating systems are installed on the computer and where they are on the partitioned disk
what are executive subsystems responsible for?
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they parse the Registry for config info, and start services and drivers that are needed
say that you have a system that starts shutting down and restarting when its not supposed to, and it just keeps on doing so. you’ve checked the sleep settings and found nothing out of the ordinary. what do you do next?
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you need to start looking at drivers. put the computer into safe mode and go through them one by one till you find the one that is malfunctioning
what’s the likely reason that your RAID is not detected during installation?
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you don’t have the right drivers taken care of
tell me the path for rolling back a driver
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go to device manager, click on the name of the device in question, go to properties, then on the drivers tab click the button for roll back driver
if your device driver is not digitally signed by microsoft, what does that mean?
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it means that it hasn’t been tested for compatibility with your version of windows
you get a message saying that the BOOTMGR file is missing. what do you do?
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you have two options:
system recovery options and choose startup repair
OR
type bootrec /fixboot at the command prompt
what do you do if your BCD file is missing?
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you have two options:
startup repair
OR
type bootrec /rebuildbcd at the command prompt
what do you do if your GUI fails to load?
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use the windows repair cd or installation dvd
recovery console in windows xp is a command line utility used for troubleshooting. you have a similar tool in windows 7 and vista, but what is it called in those operating systems?
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system recovery options
you are in the recovery console and are using commands to fix stuff. what command do you issue to build or rebuild the BOOT.INI file?
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BOOTCFG
what does the FIXBOOT recovery console command do?
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writes a new boot sector
what does the FIXMBR recovery console command do?
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checks and fixes (if possible) the master boot record
which users can run the SFC machine?
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only users with the administrative permissions
You can use a recovery Cd set to bring the computer back to the point when it was new. When should you use the recovery set?
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only when you’re ready to start from scratch
what’s a quick way to get to the disk defragmenter?
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type defrag into the search box and go from there
what is REGSVR32?
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its a tool that allows you to register and unregister modules and controls for troubleshooting purposes.
