: Advanced Operating Systems IT Essentials: PC Hardware and Software v4.0 1
Purpose of this Presentation To provide to instructors an overview of : List of chapter objectives Overview of the chapter contents, including student worksheets student activities student labs Reflection/Activities for instructors to complete to prepare to teach Additional resources 2
Objectives 12.1 Select the appropriate operating system based on customer needs 12.2 Install, configure, and optimize an operating system 12.3 Describe how to upgrade operating systems 12.4 Describe preventive maintenance procedures for operating systems 12.5 Troubleshoot operating systems 3
Worksheets, Activities, and Labs 12.1.2 Activity: Network Protocols 12.2.2 Lab: Advanced Installation of Windows XP 12.2.3 Lab: Create a Partition in Windows XP Pro 12.2.4 Lab: Customize Virtual Memory Settings 12.2.5 Lab: Install an Alternate Browser (Optional) 12.2.6 Activity: E-Mail Protocols 12.4.1 Lab: Schedule Task Using GUI and at Command 12.5.3 Lab: Fix an Operating System Problem 12.5.3 Remote Technician: Fix an Operating System Problem 4
Brands and Versions of Operating Systems Various brands of operating systems Microsoft Windows Apple Mac OS UNIX and Linux Several versions or distributions Windows 2000 Professional Windows XP Home, Professional or Media Center Editions Windows Vista Home Basic, Business and Premium Editions Compare OS versions or editions to find the best one for your customer 5
Select the Appropriate Operating System Select hardware that meets or exceeds the minimum requirements for the OS Remote Desktop Network Sharing Scalable CPU Support EFS Support Enhanced Security YES YES YES YES YES No YES No No No YES YES YES YES YES Add-On YES YES YES YES Microsoft Windowsxp Professional Microsoft Windowsxp Home Edition Microsoft Windowsxp Media Center Edition Microsoft Windows2000 6
Operating Systems Capabilities An operating system is the interface between the user and the computer. Provides a bridge between the hardware and applications Creates a file system to store data Manages applications Interprets user commands Operating systems have minimum requirements for hardware. 7
Network Operating System (NOS) A network operating system (NOS) is an operating system that contains additional features to increase functionality and manageability in a networked environment. Examples of network operating systems: Windows 2000 Server Windows 2003 Server UNIX Linux Novell NetWare Mac OS X 8
Server NOS The NOS is designed to provide network resources to clients: Server applications, such as shared databases Centralized data storage Directory services that provide a centralized repository of user accounts and resources on the network, such as LDAP or Active Directory Network print queue Network access and security Redundant storage systems, such as RAID and backups 9
Network Protocols Network operating systems provide several protocols designed to perform network functions. Defines how files are exchanged on the web Provides services for file transfer and manipulation Retrieves e-mail messages from an e-mail server Resolves URLs for websites to their IP addresses Automates assignment of IP addresses 10
Install, Configure, and Optimize an OS To install Windows XP Professional: Insert the installation CD An installation wizard asks a series of questions The wizard completes the installation automatically 11
Default and Custom Installations A default installation requires minimal user interaction. A custom installation allows the user to customize the regional settings and the network settings. The technician can automate and customize a Windows XP Pro installation to include the following features: Productivity applications, such as Microsoft Office Custom applications Support for multiple languages OS Deployment Feature Pack using Microsoft Systems Management Server (SMS) Hardware device drivers 12
Windows XP Custom Install Methods Unattended installation from a network distribution point using an answer file. Image-based installation using Sysprep and a diskimaging program, which copies an image of the operating system directly to the hard drive with no user intervention. Remote installation using Remote Installation Services (RIS), which can download the installation across the network. OS Deployment Feature Pack using Microsoft Systems Management Server (SMS), which can dramatically simplify deployment of an operating system across the organization. 13
Disk Structure Create, view, and manage disks, directories, and files Types of partitions on a hard drive: Primary partitions Extended partitions Logical drives NOTE: Only one partition may be designated as the active partition for booting the system. In most cases, the C: drive is the active partition and contains the boot and system files. Additional partitions can be created as needed for organizing files or dual-booting. 14
Disk Management Utility Create, view, and manage disks, directories, and files Used to display information and perform services such as partitioning and formatting disks in Windows 15
File Systems of Windows XP Create, view, and manage disks, directories, and files Partitions are formatted with a file system. Two file systems available in Windows XP: FAT32 NTFS - greater stability and security features The type of file system, NTFS or FAT32, provides the rules that files within each directory must follow. 16
File Extensions Create, view, and manage disks, directories, and files Windows file systems require at least three characters after the last period (.) of a file extension Valid file name: My_file.txt Invalid file name: My_file.xt By default, Windows does not display the file extension This practice can cause security problems Some viruses are executable files disguised as a non-executable file To avoid this security breach, you should always show file extensions: Start > Control Panel > Folder Options > File Types tab > Advanced > Always show extension 17
System Tools Optimize the performance of operating systems To maintain and optimize an operating system: Disk error checking which can scan the hard drive for file structure errors Hard drive defragmentation consolidates files for faster access 18
Virtual Memory Optimize the performance of operating systems Swap file uses free space on the hard drive to temporarily store segments of an application or data The OS uses the swap file to mimic RAM To adjust the size of the swap file, you must be logged in as an administrator Typically, you should let Windows manage the size of the swap file Increasing the size of the swap space is not always helpful and may slow down the computer 19
Virtual Memory Settings in Windows XP 20
Disk Defragmenter Optimize the performance of operating systems Disk Defragmenter makes files on the hard drive contiguous and speeds up the reading of files. To defragment a drive Double-click My Computer on the desktop Right-click the drive that you want to optimize Choose Properties. On the Tools tab, click Defragment Now Temporary Files are used by many programs Designed to be automatically deleted later Some must be deleted manually. Check these locations: C:\temp, C:\tmp, C:\windows\temp, C:\windows\tmp, C:\documents and settings\%userprofile%\local settings\temp 21
Services Optimize the performance of operating systems Services are a type of application that runs in the background and waits for requests Only necessary services should be started Services may be enabled if clients need them Services may be stopped for troubleshooting purposes Four settings, or states, used to control services: Automatic - Starts when the PC starts Manual - Administrator must enable or disable the service Disabled - Administrator may disable or stop a service Stopped - The state of a service that has been disabled 22
Optimize Web Browser and Email Optimize the performance of browsers Web browsers and e-mail Typically the most-used applications Optimizing them should increase the computer s performance Microsoft s Internet Explorer (IE), general settings: Change the homepage and browser appearance View or delete the information saved by the browser: Historyare information transmitted Passwordsbetween a Cookies Temporary files Web-form information web browser and a web server with the purpose of Cookies tracking user information to customize the page delivered to the user. 23
Internet Explorer Browser Options To access these settings: Open an IE window Go to Tools menu Select Internet Options 24
Caching in a Web Browser Caching is a feature of the web browser Speeds up access to previously visited websites IE copies the images or the HTML files of visited sites Files are retrieved from the local cache rather than downloaded Cached files may become outdated or large. Adjustable settings are: Refresh at every visit to the page Refresh every time you start IE Refresh automatically Never refresh To access the cached settings in IE: Tools > Internet Options > General tab > Temporary Internet Files > click Settings 25
Configure Email Client Software Use the following information to set up an email account in the email client software: Display name E-mail address Type of incoming mail server (POP3 or IMAP) Incoming mail server name Outgoing mail server name Username Account password 26
Email Protocols Post Office Protocol version 3 (POP3) Downloads email from a server to manipulate and store on local computer. Internet Message Access Protocol (IMAP) Accesses email on a server to manipulate and store on the server. User can also decide to download the email to local computer. Simple Mail Transfer Protocol (SMTP) Sends text-only email across a TCP/IP network and is, normally, used with POP3 or IMAP. Multipurpose Internet Mail Extensions (MIME) Transmits audio, video, pictures, word processor documents, applications. Normally, used in conjunction with SMTP. 27
Set Display Properties Set screen resolution and update video driver Screen resolution Determines the number of pixels displayed. A higher number of pixels will display a better picture. Refresh rate The rate the screen image is refreshed. Refresh rates are measured in Hertz (Hz) or times per second. Display colors Colors created by varying the light intensity of the three basic colors. 28
Upgrade the Video Driver The Windows default video driver may work, but may not provide all performance options. To upgrade the driver: Download most recent driver Remove the current driver Disable anti-virus software Install the new driver Enable anti-virus software Restart the computer 29
Troubleshoot Video Driver Issues Set screen resolution and update video driver Troubleshooting problems after installing video driver Example: After performing the graphical performance steps and restart the computer, you are unable to view the screen. To investigate the problem and restore the settings: Reboot the computer again During the boot phase, use the F8 key Enter the boot options when prompted Select the Enable VGA Mode to boot using a 640 x 480 resolution Once the operating system is loaded: Select Roll Back Driver from graphics card Properties Research possible driver issues 30
Dual-Boot Process Installation of a second operating system There is a dual-boot process for multiple operating systems on a computer. During the dual-boot process: The boot.ini file indicates that more than one OS is present You are prompted to choose the OS that you want to load To create a dual-boot system in Microsoft Windows: More than one hard drive or a hard drive with more than one partition Install the oldest OS on the primary partition or the hard drive marked with an active partition Install the second OS on the second partition or hard drive The boot files are automatically installed in the active partition 31
The boot.ini File Installation of a second operating system During installation, the boot.ini file is created on the active partition to allow choice of OS to boot. boot.ini can be edited to change the order of the operating systems the length of time to select an OS (default is 30 seconds) To edit the boot.ini file: Right-click My Computer > Properties > Advanced Tab. In the Startup and Recovery area, select Settings. Click Edit. 32
Upgrading Operating Systems Describe how to upgrade operating systems Operating systems must be upgraded periodically To remain compatible with the latest hardware and software Because support for older OS is eventually withdrawn A Windows XP upgrade can be performed from a CD or over a network Ensure that the new OS is compatible with the computer Use Microsoft Upgrade Advisor to scan the system for incompatibility issues before upgrading Upgrade Advisor is free and downloadable from the Microsoft Windows website Backup all data prior to beginning the upgrade 33
Preventive Maintenance for OS Automating scheduled updates Installing service packs Using Restore Points if necessary to restore the system to a previous state 34
Schedule Automatic Tasks and Updates Scheduled Tasks utility is a Windows-based GUI utility. Use the Scheduled Tasks utility to automate: Disk cleanup Backup Disk defragmenter Starting other applications To open the Scheduled Tasks wizard: Select Start > All Programs > Accessories > System Tools > Scheduled Tasks Double-click Add Scheduled Task 35
Schedule Automatic Tasks and Updates CLI automatic updates in the command line. Use the at command to automatically schedule a command, a script file, or an application to run at a specific date and time. To use the at command, you must be logged in as a member of the Administrators group. To learn more about the at command, choose Start > Run. At the CLI prompt, type cmd, and then press Return. At the command prompt, type at/? 36
Automatically Update Windows XP Schedule automatic tasks and updates Settings to choose from regarding Windows XP updates: Automatic (need to specify a date and time) Download updates for me, but let me choose when to install them Notify me but don't automatically download or install them Turn off Automatic Updates To access Automatic Updates: Select Start > Control Panel > double-click Automatic Updates 37
Restore Points Set restore points Restore points return the OS to a predefined point in time. If installation of an application or a hardware driver causes problems, try uninstalling the application or driver If uninstalling does not help, try to restore the computer to an earlier time when the system worked properly To access the System Restore utility: Select Start > All Programs > Accessories > System Tools > System Restore 38
Windows XP Restore Points Set restore points Windows XP may create restore points: When an install or upgrade takes place Every 24 hours, if the computer is running Manually, at any time Restore points contain information about the system and registry settings used by the Windows OS. System restore does not back up personal data files or recover corrupted or deleted personal files. To backup data, use a dedicated backup system, such as a tape drive, CDs, or even a USB storage device. 39
Troubleshooting Process Step 1 Gather data from the customer Step 2 Verify the obvious issues Step 3 Try quick solutions first Step 4 Gather data from the computer Step 5 Evaluate the problem and implement the solution Step 6 Close with the customer 40
Level-one Technician Gathers Data Step 1: Gather data from the customer Description of problem by the level-one helpdesk technician: Customer cannot surf the Internet or access any network resources. Customer can login to the network using other computers. Customer has verified that their username, password, and domain name are correct. The helpdesk technician was unable to resolve the problem, so the work order is escalated to a level-two technician. 41
Level-two Technician Gathers Data Step 1: Gather data from the customer Level-two technician asks open-ended questions: Which specific network resources are you trying to access with your desktop computer? Are there any network resources that you can access? When were you last able to access the network from your desktop? Level-two technician draws these conclusions: In the office, no resources can be accessed. When using the modem to connect, no problems are experienced. The problems started just after a new update was installed. 42
Level-two Technician Gathers Data Step 1: Gather data from the customer Technician asks closed-ended questions: Is your network cable plugged in? Does anyone else have this problem? Have you changed your password recently? Have you received any error messages on your computer? Technician gets this information: Customer's computer experiences unexpected errors. Customer reports an on-screen error regarding the OS; unsure of details. Technician draws these conclusions: Focus on an operating system problem. 43
Verify the Obvious Issues Step 2: Verify the obvious issues Technician asks some general questions and some related to the functioning of the OS: Is the power turned on? Has any software been added or upgraded? Has any hardware been added or removed? Is the NIC link light on? Is the NIC listed in the Device Manager as a properly working device? Do the mouse and keyboard work? Have any cables been added or disconnected? 44
Conclusions from Checking the Obvious Step 2: Verify the obvious issues Technician gets this information: The computer can connect successfully by modem. The computer cannot connect to any network resources. Other computers can access network resources. All cables are connected properly. There is no link light on the NIC. Technician draws these conclusions: Problem may be a bad cable, bad NIC, or a driver problem. 45
Quick Solutions Step 3: Try quick solutions first Technician tries these quick solutions: Reboot Install a known good network cable to this computer Boot in safe mode using the F8 menu Boot to last known good configuration using the F8 menu Boot from startup disk Ensure IP address information is correct for this computer Technician follows these best practices: Documents results of each solution tried Undo failed solutions before trying the next solution 46
Gather Data from the Computer Step 4: Gather data from the computer Technician gathers data: Repeats some of the tests done by the level-one technician. To look for OS problems, technician examines system files and runs diagnostic software. Technician gets this information: An automatic system update was performed recently. Conclusion: The update may be causing the problem. Technician takes this action: Ask customer to look for restore points at the time of the update. 47
Evaluate Problem & Implement Solution Step 5: Evaluate the problem and implement the solution Technician records these notes: Computer worked on Tuesday, but not on Wednesday. Automatic system update ran at midnight Tuesday. Restore points were automatically created prior to the installation of the update. Technician decides on a solution: Restore the computer to the state it was in before the automatic system update ran on the computer. Technician takes this action: Ask customer to use the System Restore application. 48
Evaluate Problem & Implement Solution Step 5: Evaluate the problem and implement the solution Customer takes this action: Chooses Restore my computer to an earlier time option. Chooses the restore point created before the update was installed. Reboots computer. Results of the solution: Computer operates normally. Likely cause of the problem: A patch that was installed through an automatic update disabled network connectivity. To prevent the problem from occurring again: Set Automatic Updates to require permission of the network administrator or the user. 49
System Restore Point Screens Step 5: Evaluate the problem and implement the solution 50
Close with the Customer Step 6: Close with the customer Technician discusses results with customer: If possible, verbally verify the solution with the customer. If possible, allow customer to demonstrate that the repair has solved the problem. If customer is not available, technician should inform the customer of the work that was performed. If the solution is acceptable, the technician can finish the documentation and close the work order. Documentation should include: A restatement of the problem Steps taken in the troubleshooting process, and the solution Time needed to solve the problem 51
Closed Work Order Step 6: Close with the customer Make two copies of the final work order and documentation One for the customer One for the technician 52
Common Problems and Solutions Problem Symptom Possible Solution You have a dual-boot system, but you are unable to access the second operating system. Make sure the boot.ini is not corrupt and verify that it is correct. A screen goes blank after you install an updated graphics driver. If the new driver is bad, boot to VGA mode and use Roll Back Driver to restore the previous driver. A customer plans to install Windows XP on 100 computers in a branch office over a weekend, but is very concerned about how much time it will take. Advise the customer that the installation CD will take too long. Consult with customer about one of the automated installation solutions. The customer is receiving warnings about the hard drive becoming too full. Run the Disk Cleanup utility to delete temporary files. A customer receives error messages that an application will not launch because a required service is not running. Ask the customer for the name of the service in the error message and restart the service. 53
Fix an Operating System Problem Now that you understand the troubleshooting process, it is time to apply your listening and diagnostic skills. The first lab is designed to reinforce your skills with the operating system. You will check restore points before and after using Windows Update. The second lab is designed to reinforce your communication and troubleshooting skills. This lab includes the following steps: Receive the work order Research the problem Take the customer through various steps to try and resolve the problem Document the problem and the resolution 54
Summary Ensuring that you understand the technology needs of the customer Knowing the differences between common operating systems Matching the customer needs to the proper technologies Knowing the different methods to install an operating system Knowing how to upgrade different operating systems Understanding how preventive maintenance can avoid problems Knowing which preventive maintenance procedures are appropriate for the customer Knowing how to troubleshoot operating system problems 55
Instructor Training Activities 56
Activities for Instructor Training 1. Take the Quiz provided in course content. 2. Complete the 2 activities, 1 worksheet and 6 labs included in. While you are completing these, make notes of potential issues and questions that students may have. 3. Show examples of the AT command. The generic form of the command may be difficult to understand. 4. Make the troubleshooting section into an interactive problem-solving discussion with instructors, rather than a one-way presentation. 57
Instructor Training Discussion Share and discuss with the other instructors, your list of any potential student issues and questions regarding the activities and labs. 58
Q and A 59
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