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Supporting Windows XP Professional

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					CHAPTER

6

Supporting Windows XP Professional
Overview
In this chapter, students learn to solve the most common operating system problems. These include driver problems, the operating system becoming unstable, the operating system failing to start or respond, and poor operating system performance.

Preparing to Teach
To prepare for this chapter, complete the following tasks:  Read the entire chapter and complete all the exercises and other step-by-step tasks..  Research the topic “Windows XP Professional” on the Web.

Topic-by-Topic
The Most Common Operating System Problems
Help students put this section in perspective by asking them how often they have had a computer running Windows XP Professional stop operating. If they have not used the operating system, ask about other operating systems, such as Windows 2000 Professional.

Starting the Operating System by using Special Tools
In this section, students learn about safe mode, the LastKnownGood configuration, and the Recovery Console. They also learn when to use each tool. Introduce the Troubleshooting Windows XP Professional Job Aid, in Appendix A and refer to it as needed as you progress through this chapter.

Deploying Student Technical Support Solutions Teacher’s Guide 1

Starting the Operating System in Safe Mode
Safe mode is the preferred way to start an operating system that is not operating normally because it is the least invasive way to start the computer. Safe mode starts the operating system with very limited services and drivers. In this section, explain to students how to get to safe mode, and when to use it.

Starting the Operating System by Using the LastKnownGood Configuration
The LastKnownGood configuration should only be used if safe mode does not work. Explain that the LastKnownGood configuration is the configuration that was in place the last time someone logged on to the computer. Explain when to use this option and when not to. Demonstrate how to start your computer using the LastKnownGood configuration.

Starting the Operating System by Using the Recovery Console
The Recovery Console should only be used when safe mode and the LastKnownGood configuration options are not effective. In this section, explain the uses of the Recovery Console, and have students install it as a startup option on all computers.

Exercise 6-1: Understand Recovery Console Commands
In this exercise, students use the Help and Support Center to explore the options that are available in the Recovery Console. The answers to steps 3-7 appear below in italics. 3. What is the command to find a list of the files and subdirectories on the C: drive? c: dir 4. What is the command to delete the virus.exe file from the i386 folder on the D: drive? del d: i386 virus.exe 5. What is the command to enable the service named cdrom.sys that is located in the windows\system32\drivers folder on the C: drive to start automatically? enable cdrom.sys Service_Auto_Start

Deploying Student Technical Support Solutions Teacher’s Guide 2

6 . What is the command to add a 10 GB partition to your only hard disk? diskpart /add \device\harddisk0_1000 7. What is the command to add a new partition boot sector to your system partition? fixboot c: (where C is the drive letter

Exercise 6-2: Start the Computer by Using Special Tools
In this exercise, students use the information they have learned in this chapter to determine which special tool should be used to start a computer. Then, they use that method to restart the computer. They do not need to configure anything after starting the computer. Answers for each scenario appear below in italics. 1. You install software and your system becomes unstable. You want to determine whether or not the instability is in the operating system. Start the computer in safe mode. If the problem does not reoccur, the problem is not in the core services and drivers. 2. You make configuration changes, and accidentally delete a critical file. The computer stops responding and when you reboot, it does not start normally. A copy of the file exists in a folder on the server. Start the computer by using the LastKnownGood configuration, and then copy the file to the correct location on the computer. 3. A user downloads a file from an e-mail message, and it contains a virus. You are able to remove the virus and want to ensure that any registry values it changed revert to the previous state. Use the LastKnownGood configuration to revert the registry to the previous settings. 4. You need to format the entire hard disk of a computer, but cannot log on to do so. Start the computer by using the Recovery Console.

Restoring the Operating System by Using System Restore
System Restore enables the technician to roll the operating system back to a previous state without losing any user data or settings. In this section, demonstrate how to create a restore point, and then have each student create a restore point. While in System Restore, show students that there are other restore points, and explain the various types. Explain that you can restore the computer to any of the listed restore points.

Deploying Student Technical Support Solutions Teacher’s Guide 3

Restoring the Operating System by Using Automated System Recovery
Automated System Recovery (ASR) is the last resort for restoring the operating system to a previous state. ASR recovers only the system state of the operating system and the disk configurations; it does not recover any files or applications. All data will be lost and all applications must be reinstalled.

Guidelines for Restoring the Computer to a Previous Point
These guidelines will help students to determine when to create restore points, and which tool to use in the event of a computer problem.

Exercise 6-3: Restore the Operating System to a Previous Point
In this exercise, students make configuration changes to computers. Therefore, the computers should not contain critical data. Each student will need a computer on which to perform the tasks. You will need to provide students with a floppy disk that contains a bad CD-ROM driver. To find a driver, go to the manufacturer Web site(s) and choose a driver that is for Windows NT, Windows 95, or Windows 98, if possible. For step 7, help students choose a non-essential application to uninstall, such as a game, that came with the operating system.. For step 10, have students create a set of ASR disks. If they do not know how, help them find the step-by-step instructions in the Help and Support Center. Label each disk with the computer’s name, the date, and the acronym “ASR,” and then store them in a safe place.

Increasing Virtual RAM
This section can be used as an exercise. Students should perform the steps in this section while or after you demonstrate the task(s). Have the students slightly increase the amount of virtual RAM in each computer.

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Deploying Student Technical Support Solutions Teacher’s Guide 4