Chapter 8 Software Troubleshooting Flashcards
Windows System Performance Solutions
Problem:
System not configured
Set the Power setting to High Performance using the Power options icon in the notification area or the Power options in Control Panel.
Windows System Performance Solutions
Problem:
Drive containing paging file and temporary files is nearly full or badly fragmented
Use Disk Cleanup in the drive properties to remove unwanted files, check the drive for errors, and defragment the drive
If you have more available space on a different drive, use the Advanced tab in the system properties to change the location of the paging file and temp files
Windows System Performance Solutions
Problem:
System is overheating and CPU is running at reduced speed
Remove dust and dirt on the CPU and the system fans.
Check for adequate airflow through the system.
Change back to Balanced power setting.
Windows System Performance Solutions
Problem:
Running low on memory
Add RAM. This fixed many performance problems
Exceed the minimum recommended for the version of Windows in use for better performance
Windows System Performance Solutions
Problem:
Sudden performance drop
Check for viruses and malware, this is especially important if performance has suddenly plunged
Windows System Performance Solutions
Problem:
Registry errors messages
The program CCleaner is widely used for this task
Windows System Performance Solutions
Problem:
General and undiagnosed performance issues
Use the performance troubleshooters in your version of Windows
Linux: Three Steps to Better Performance
Performance Optimization:
Remove unneeded startup programs
With recent versions of Ubuntu, use the Startup Application manager
With Fedora or other distributions, install GNOME-TWEAK and use its Startup Application manager
Linux: Three Steps to Better Performance
Performance Optimization:
Install more RAM
Exceed the minimums recommended for the version of Linux in use for better performance
Linux: Three Steps to Better Performance
Performance Optimization:
Disable unneeded system services
System services are typically located in the /etc/init.d directory (folder). Depending on your distribution, you might have a control center that can be used to disable system services, or you might need to use the Nautilus file manager, right-click a service, go to Properties > Permissions, and deselect Execute: Allow Executing File as Program. To determine what a particular service does, look it up in the man pages for your distribution
macOS: Three Steps to Better Performance
Performance Optimization:
Try the additional strategies at right to improve system responsiveness
If your MacBook uses a hard disk, replace it with an SSD
Add more RAM
Use Disk Utility to remove apps you no longer need
Use System Preferences to disable unneeded startup apps
Be sure to install macOS updates as they become available
Remove unwanted Dashboard programs
(widgets)
What symbol next to the network icon in the Windows 7 taskbar indicates that the network has limited connectivity also called local connectivity?
yellow ! symbol
What symbol next to the network icon in the Windows 10 taskbar indicates that the network has limited connectivity also called local connectivity?
red X icon
Take these measures for Windows 7 if you have limited connectivity:
open the Network and Sharing Center and click the red X in the Internet connection dialog
Windows launches an Internet troubleshooter
Follow the troubleshooter’s recommendations
Take these measures for Windows 8/8.1 if you have limited connectivity:
use Search to locate and start the Internet troubleshooter
Follow the troubleshooter’s recommendations
Take these measures for Windows 10 if you have limited connectivity:
Click the network icon in the taskbar to open the Network Status windows
If you are not connected, a Troubleshoot button will appear
For connection problems with any OS take these measures:
Turn off the broadband modem or access device, wait about a minute, and then turn it back on
Then turn off the router, wait about a minute, and turn it on again
If the problem was with the broadband modem/access device, this should solve the problem
If this does not solve the problem, contact the ISP as the problem might be on its network
If only one device is affected in regard to a wireless network connectivity:
disconnect from a wireless network and reconnect to it
If only one device is affected in regard to a wired network connectivity:
restart the computer
Boot failures (or failure to boot) can be caused by:
incorrect boot configuration in the BIOS
corrupt or missing boot files
missing driver files
Windows uses the bootmgr and BCD files during the startup process. If these files are corrupted or missing, you see the corresponding error messages:
BOOTMGR is missing
The Windows Boot Configuration Data file is missing required information
Windows Boot Error Message:
BOOTMGR is missing message means:
the bootmgr is missing or corrupt
This black screen will probably also say Press Ctrl+Alt+Del to Restart; however, doing so probably will not fix the issue
Windows Boot Error Message:
The Windows Boot Configuration Data file is missing message means:
that either the Windows Boot Manager (Bootmgr) entry is not present in the Boot Configuration Data (BCD) store or that the Boot\BCD file on the active partition is damaged or missing
There are two ways to repair a missing bootmgr file:
Boot to the System Recovery options and select the Startup Repair option. This should automatically repair the system and require you to reboot
Boot to the System Recovery options and select the Command Prompt option. Type the bootrec /fixboot command
To repair the Boot Configuration Data (BCD) store, use this process:
- Boot to the System Recovery options and select the Startup Repair option. Windows should automatically repair the system and require you to reboot. If not, move on to the second step
- Boot to the System Recovery options and select the Command Prompt option. Type boot/ rebuildbcd
a. If the Bootred.exe tool runs successfully, Windows presents you with an installation path for a Windows directory. To add the entry to the BCD store, type Yes. A confirmation message appears, indicating that the entry was added successfully. Restart the system
b. If the Bootrec.exe tool can’t locate any missing Windows installations, you must remove the BCD store and then re-create it. To do this you have to type in the command to rebuild the BCD store
The command to rebuild the Boot Configuration Data (BCD) store is:
Bcedit /export C: \BCD_Backup
ren c: \boot\bcd bcd.old
Bootrec /rebuildbcd
If Linux won’t start normally, take these options:
hold down the Shift key while starting the system
If the GRUB or GRUB2 boot loader appears select the entry marked Rescue or Recovery to load a minimal version of Linux
From the Recovery menu you might be offered a variety of options to fix your system; the options you see depends on the distribution
(If a Linux distribution doesn’t have a menu offering these options, you can run most of the options from the command prompt; using su or sudo to run them
Ubuntu version of Linux offers the following Recovery Menu options:
resume: Continues the normal boot process
clean: Frees up space on your file system; use it if the disk is almost full
dpkg: Repairs broken software; use this if software installation failed and be sure to enable networking first with network
failsafex: Enables system to boot to GUI
fsck: Repairs file system errors
grub: Updates grub boot loader
network: Enables networking, which is turned off in Recovery mode
root: Opens system in read/write root shell mode (for experts only)
system-summary: Displays information about the system
Some BIOS will not boot to Linux because Linux partitions don’t use the MS-DOS boot flag. To fix the problem follow these steps:
Start the system from a Live CD or Live USB drive and open a terminal session
Use the command sudo fdisk /dev/sda and view partition table settings by running the “p” (print) command
A bootable partition is marked as “a” (active)
If no partition is marked as active, use the “a” command to mark this partition as active, save changes with “w” (write), and restart the system after removing the Live CD
To start macOS in special startup modes, do this:
press Cmd+R as soon as the startup sound plays and continue pressing until you are prompted to select a language
macOS Utilities menu includes the following options:
Restore from Time Machine Backup:
Reinstall macOS
Get Help Online
Disk Utility
Why would you use the following option within the macOS Utilities menu?
Restore from Time Machine Backup
If a backup exists and you with to restore it
Why would you use the following option within the macOS Utilities menu?
Reinstall macOS
When you want to install a new version of macOS
Why would you use the following option within the macOS Utilities menu?
Get Help Online
When you want to open online help and remote diagnostics options
Why would you use the following option within the macOS Utilities menu?
Disk Utility
When you want to repair problems with hard drives
Common Causes of Symptoms for a Malfunctioning OS
Application crashes
There are several different causes for this, but most common ones are lack of RAM and overheated CPU
Common Causes of Symptoms for a Malfunctioning OS
Blue and black screens, BSOD and pin wheel
Software conflicts, corrupt OS files
Common Causes of Symptoms for a Malfunctioning OS
Printing issues
Several possibilities include drivers, print spoolers, and network connectivity
Common Causes of Symptoms for a Malfunctioning OS
Slow bootup
Slow loading of services or drivers. Drivers may be corrupt
Common Causes of Symptoms for a Malfunctioning OS
Slow profile load
Corrupt profile (drives, etc)
Common Solution(s) of Symptoms for a Malfunctioning OS
Application crashes
Kill tasks
Add RAM
Clean airflow vents
Reboot
Apply application updates
Roll back updates if problems started after last update
Common Solution(s) of Symptoms for a Malfunctioning OS
Blue and black screens, BSOD, and pin wheel
Safe boot
Check hardware
Re-image/reload OS
Common Solution(s) of Symptoms for a Malfunctioning OS
Printing issues
Check connections
Clear print queue
Reboot printer
Reprint
Common Solution(s) of Symptoms for a Malfunctioning OS
Services fail to start
Search for “Local Services” and try right-clicking to restart
Common Solution(s) of Symptoms for a Malfunctioning OS
Slow bootup
Check boot order
Scan for malware
Disable/delay startup applications
Common Solution(s) of Symptoms for a Malfunctioning OS
Slow profile load
Edit the Registry- cautiously! Microsoft and others have support steps for this, but they involve Registry edits. Be sure you know what you are doing before editing the Registry!
Possible Causes of Symptoms of Malware Infection
Pop-ups
If the browser has pop-up blocking enabled but pop-ups are showing up anyway, the system might be infected with malware.
If many pop-ups are displayed onscreen
Possible Causes of Symptoms of Malware Infection
Browser redirection also known as browser hijacking
Some “free” apps offer to change your browser home page during installation, but you can opt in or opt out of the change. If an app changes your browser home page without notifying you, if could be malware.
Possible Causes of Symptoms of Malware Infection
Security alerts
Sometimes alerts that pop up without any notification in Defender or the Action Center are attempts to infect your system by tricking you into clicking a phishing link in the pop-up
Common Symptoms of Malware Infections are:
Pop-ups
Browser redirection
Fake security alerts
Slow performance
Internet connectivity issues
PC/OS Lockups
Application crashes
OS updates failures
Rogue antivirus
Spam
Renamed system files
Files disappearing
File permission changes
Hijacked email and responses from users regarding email
Automated replies from unknown sent email
Access denied
Invalid certificate
Logs
OS and Third Party Tools to Prevent and Fight Malware Infections:
Antivirus software
Provides real-time protection against threats from local files, websites, and email.
It should be configured to perform scans at least weekly
OS and Third Party Tools to Prevent and Fight Malware Infections:
Anti-malware software
Normally used to scan for infections that might have been missed by antivirus software
These programs typically do not conflict with antivirus software
Built in versions are called Gatekeeper in macOs and Windows Defender in Windows is both Anti-malware and Anti-virus software
OS and Third Party Tools to Prevent and Fight Malware Infections:
WinRE/Recovery Console
can be used when a Windows OS fails to start
can be used to try commands in a safe environment to see if they resolve an issue
OS and Third Party Tools to Prevent and Fight Malware Infections:
Bootable antivirus programs
Bootable USB flash drives or optical discs can be used to launch antivirus and anti-malware scans without starting the normal OS
OS and Third Party Tools to Prevent and Fight Malware Infections:
Terminal (macOS and Linux)
can be used to change file attributes, delete files, and run backup and repair utilities
OS and Third Party Tools to Prevent and Fight Malware Infections:
Preinstallation environments
used by itself to run programs on a Windows system from the command line
OS and Third Party Tools to Prevent and Fight Malware Infections:
Event Viewer
use to see what events have taken place in the system including app crashes, security changes, and more
OS and Third Party Tools to Prevent and Fight Malware Infections:
Refresh/Reset
Windows 8/8.1 includes Refresh to reinstall Windows and Windows Store apps, remove other apps and leave user data in place. They include Reset to return systems to its as-shipped condition and deletes user data
In Windows 8, Reset Your PC removes all files and performs a factory reset
Windows 10 Reset enables you to keep personal files, if deisred
OS and Third Party Tools to Prevent and Fight Malware Infections:
MSCONFIG/Safe boot
can be used to turn off selected startup programs and nonessential system services. The Safe Boot option turns off all startup programs and nonessential system services
What is the seven-step procedure to remove malware?
- Identify malware symptoms
- Quarantine infected systems
- Disable System Restore (in Windows)
- Remediate the infected systems
a. Updating anti-malware software
b. Scanning and removal (Safe mode, preinstallation environment) - Schedule scans and run updates
- When the system is clean, enable System Restore without copying infected files. Manually create a restore point in Windows
- Educate the end user.
Describe the step in the malware removal process:
Quarantine infected systems
Disconnect the system from wired and wireless networks and suspect any media that has touched the system as being possibly infected
Describe the step in the malware removal process:
Disable System Restore (in Windows)
Disable System Restore at this point so that it doesn’t run and create a restore point with infected files before the system is cleaned
Some malware programs have used System Restore to reinfect systems
System Restore is designed to help recover from user error or system crashes, not spread malware
Describe the step in the malware removal process:
Remediate the infected systems
Use a different system to change passwords for network access, e-commerce, and social media. Back up data in case the system must be reformatted. Check backup for malware before reinstalling it.
Describe the step in the malware removal process:
Updating anti-malware software
To update anti-malware on a quarantined system, download offline update files on a different system, copy them to a USB flash drive, and install the updates on the quarantined
Describe the step in the malware removal process:
Scanning and removal (Safe mode, preinstallation environment)
Run scans and remove threats in Safe mode or WinRE. If a quarantined system’s antivirus/anti-malware cannot be updated, the apps might be themselves infected or blocked by malware. Download the files needed to create a CD or USB bootable anti-malware disc or USB drive on a different system
Describe the step in the malware removal process:
Schedule scans and run updates
Update anti-malware and antivirus software and run full scans with both. If the infection source is known by name, first use a specific removal tool (if available) and follow it up with full scans. Scan with more than one tool to ensure that the infection is removed
Describe the step in the malware removal process:
When the system is clean, enable System Restore without copying infected files
Manually create a restore point in Wndows
Describe the step in the malware removal process:
Educate the end user:
Discuss principles of avoiding malware infections with end users.
If the infection vector is known, discuss it specifically.
Also provide general guidance for safe computing
A system lockout takes place when:
you have forgotten your password, PIN code, or pattern code and make so many attempts to log in that login attempts are blocked
How can you get into an Android phone after a system lockout?
You can put in you Google (Android) login information if you know it
Perform a hard reset on the phone, which wipes out all apps and data
How can you get into an iPhone phone after a system lockout?
use iTunes to restore your device if you have previously used iTunes to back up the device
A user may be locked out from an app when the rest of the phone is performing normally. The problem could stem from any of the several possibilities, including:
A recent OS update conflicts with the app
The app has an update that needs to be installed
App authentication needs to be updated
If you try to update the app and problems persists, you can take two basic steps to address the issue:
- Completely shut down (not just restart) the phone or device. If this solves the problem, you can stop here
- If Step 1 did not solve the problem, follow these four steps:a. Delete the app
b. Shut down the phone again
c. Restart the phone
d. Download a fresh version of the app
To solve problems with corrupt or outdated apps, you can uninstall them and then reinstall them. For Android follow these steps
- Go to Settings > Device > Applications > Application Manager
- Select an app and tap Uninstall
- To reinstall the app, go to Google Play and install it again
To solve problems with corrupt or outdated apps, you can uninstall them and then reinstall them. For iOS follow these steps:
- On the home screen, press and hold any app’s icon until the apps all wiggle
- Tap the X on an app to remove that app. Tap Delete to confirm.
- To reinstall the app, go to the Apple App Store and install it again
To solve problems with corrupt or outdated apps, you can uninstall them and then reinstall them. For Windows 10 Mobile follow these steps:
1 Press and hold the app’s icon and tap Uninstall
- To reinstall the app, go to the Microsoft Store and install it again
A soft reset restarts:
an Android device to help fix problems with the phone or its apps without deleting user data
Depending upon the device, you can use one or more of the following soft reset methods:
Press and hold the power button until you are prompted to turn off the device and tap Power Off. To turn the device back on, press and hold the power button until the device restarts
Remove the battery. After a minute or two, reinstall the battery and restart the device
Press and hold the power button and volume down button simultaneously until the device restarts
Here’s how to do a restart that simply turns off and re-starts the device:
- Press and hold Sleep/Wake (on the right side of the iPhone) until the Slide to Power Off slider appears
- Drag the slider to the off position and then wait a few seconds
- Press and hold Sleep/Wake until the device displays the Apple logo
Here’s how to do a forced restart that clears the iOS but does not erase data:
iPhone 7 or iPhone 7 Plus: Hold down both the Side and Volume Down buttons for about 10 seconds until the Apple logo is displayed
iPhone 8 or later: Press and quickly release the Volume Up button and then press and quickly release the Volume Down button. Then press and hold the Side button until you see the Apple logo
The term hard reset refers to:
deleting all the information from a mobile device to reset it to factory condition (or reset to factory default). Apple prefers to use the term erase
To erase an iOS device so it can be given away or sold, follow these steps:
go to Settings > General > Reset > Erase All Content and Settings
Before doing a hard reset on an Android device follow these steps:
- Back up the device, if possible
- Try a soft reset
- If you must perform a hard reset, make sure the device is charged
- Unplug the device from power
- Turn it off
- Use the appropriate keystroke(s) for your smartphone or tablet and version of Android
Android Mobile Configuration Settings Options
Settings Menu
Connections
Configure WiFi, Bluetooth, Airplane mode, mobile hotspot and tethering, NFC, tap and pay, printing, MirrorLink (connect to car), VPN, set default messaging app, network operators
Check data usage
Android Mobile Configuration Settings Options
Settings Menu
Device > Sounds and Notifications
Configure sounds, vibration, volume, ringtones, sound quality, do not disturb
Android Mobile Configuration Settings Options
Settings Menu
Device > Display
Change brightness, font, screen timeout, screen mode, others
Android Mobile Configuration Settings Options
Settings Menu
Device > Motions and Gestures
Change direct call, mute, others
Android Mobile Configuration Settings Options
Settings Menu
Device > Applications
Change settings for each application, select default apps, uninstall, force stop, or disable apps
Android Mobile Configuration Settings Options
Settings Menu
Personal
Configure wallpaper, themes, lock screen, security, privacy and safety, accessibility, accounts, backup and reset, and easy mode
Android Mobile Configuration Settings Options
Settings Menu
Sysyem
Access language and input, battery and power savings modes, storage usage, date and time, help, developer options, and information about the device (software updates)
Apple iOS Mobile Configuration Settings Options
Settings Menu
General
Set options for Siri, software updates, search, multitasking, lock rotation/mute, auto lock, date and time, keyboard
Apple iOS Mobile Configuration Settings Options
Settings Menu
Main menu
Access Airplane mode, WiFi, Bluetooth, notifications, control center, do not disturb, and settings for individual apps
Apple iOS Mobile Configuration Settings Options
Settings Menu
Display & Brightness
Set brightness, text size, and bold text
Apple iOS Mobile Configuration Settings Options
Settings Menu
Wallpaper
Choose new wallpaper
Apple iOS Mobile Configuration Settings Options
Settings Menu
Sounds
Set volume, event sounds (such as ringtones), lock sounds, and keyboard clicks
Apple iOS Mobile Configuration Settings Options
Settings Menu
Passcode
Create or change the passcode
Apple iOS Mobile Configuration Settings Options
Settings Menu
Battery
View the battery usage and percentage
Apple iOS Mobile Configuration Settings Options
Settings Menu
Privacy
Access location services, contacts, calendars, reminders, photos, Bluetooth sharing, microphone, cameras, HomeKit, motion and fitness, third-party apps, diagnostics, and usage data sharing, and advertising (to limit ad tracking)
When you experience signal drop or a weak signal with a WiFi connection, you can:
scan for other available wireless networks
When you experience signal drop or a weak signal with a cellular data connection, you can:
move to a different location, preferably near a window or outside the building, or adjust how you hold the phone
What can be used to improve performance ff cellular connections are good outside the office or home but poor inside?
a cellular repeater
Power drain is usually caused by:
the screen brightness being turned up and by having too many apps running at the same time
Slow data speeds can be caused by a number of factors like:
No connection to a cellular network
A week cellular or WiFi signal
“Unlimited” data plan speed caps after reaching speed or data limits per billing
To prevent your device from pairing with unknown devices to these:
Turn off Bluetooth when you are not using a Bluetooth device
When you use a Bluetooth device, make sure your mobile device requests a code from a device attempting to pair.\
To prevent personal files or data from being discovered in the event that your mobile device is lost follow these steps:
- Enable encryption
- Enable options to lock and wipe your device in case of loss
- Avoid attaching to open WiFi networks
- Use a VPN for secure connections if you must use an open WiFi network
- Disable WiFi tethering or connection sharing services if not in use
Jailbreaking an iOS device is used to:
allow users to install different OS and continue to use their cellular and data connections
To reduce CPU, memory, and storage usage follow these methods:
Uninstall apps that are not needed
Configure apps to receive updates only via WiFi (not cellular)
Turn off background updates
Before retiring a device or to eliminate apps that may put privacy at risk what should you do?
Perform a factory reset on the device
How do you back up your data and reset a device on an Android device?
- Make sure Back Up My Data and Automatic Restore are enabled
- Go to Settings > Personal > Backup and reset > Factory Data Reset
- After reviewing the warnings, click Reset Device
How do you back up your data and reset a device on an iOS device?
- Install the latest version of iTunes on your host PC or macOS computer
- Start iTunes
- Connect your device to the computer via the charge/sync cable. Trust the device or enter a passcode if prompted
- Select your device
- Back up its contents. Be sure to select Transfer Purchases
- To erase the device go to Summary > Restore
- Tap Restore again to erase your device and reload it to its original factory condition
