Basic Troubleshooting Process for Operating Systems
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1 Basic Troubleshooting Process for Operating Systems Applying the Troubleshooting Process to Operating Systems OS problems can result from a combination of hardware, software, and network issues. Computer technicians must be able to analyze the problem and determine the cause of the error to repair the computer. This process is called troubleshooting. The first step in the troubleshooting process is to identify the problem. The figure is a list of open-ended and closed-ended questions to ask the customer. Establish a Theory of Probable Cause After you have talked to the customer, you can establish a theory of probable causes. The figure lists some common probable causes for OS problems. Test the Theory to Determine Cause After you have developed some theories about what is wrong, test your theories to determine the cause of the problem. The figure shows a list of quick procedures that can help determine the exact cause of the problem or even correct the problem. If a quick procedure does correct the problem, you can jump to verifying the full system functionality. If a quick procedure does not correct the problem, you need to research the problem further to establish the exact cause. 1
2 Establish a plan of Action to Resolve the Problem and Implement the Solution After you have determined the exact cause of the problem, establish a plan of action to resolve the problem and implement the solution. The figure shows some sources you can use to gather additional information to resolve an issue. Verify Full System Functionality and Implement Preventive Measures After you have corrected the problem, verify full system functionality and, if applicable, implement preventive measures. The figure lists the steps to verify full system functionality. Document Findings, Actions, and Outcomes In the final step of the troubleshooting process, you must document your findings, actions, and outcomes. The figure lists the tasks required to document the problem and the solution. Common Problems and Solutions for Operating Systems OS problems can be attributed to hardware, application, or configuration issues, or to some combination of the three. You will resolve some types of OS problems more often than others. The figure is a chart of common operating system problems and solutions. 2
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8 Summary This chapter introduced computer operating systems. As a technician, you should be skilled at installing, configuring, and troubleshooting an OS. The following concepts from this chapter are important to remember: Several different operating systems are available, and you must consider the customer s needs and environment when choosing an OS. The main steps in setting up a customer s computer include preparing the hard drive, installing the OS, creating user accounts, and configuring installation options. A GUI shows icons of all files, folders, and applications on the computer. A pointing device, such as a mouse, is used to navigate in a GUI desktop. A CLI uses commands to complete tasks and navigate the file system. You should establish a backup strategy that allows for the recovery of data. Normal, copy, differential, incremental, and daily backups are all optional backup tools available in Windows operating systems. With a virtual machine manager, system resources on a host computer can be allocated to run virtual machines. Virtual machines run operating systems, and using them can provide users with greater system functionality. Preventive maintenance techniques help to ensure optimal performance of the OS. Some of the tools available for troubleshooting an OS problem include administrative tools, system tools, and CLI commands. 8
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