ITE PC v40 Chapter12

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2007 Cisco Systems, Inc. All rights reserved. Cisco Public

ITE PC v4.0

Chapter 12 1

Chapter 12:

AdvancedOperating Systems

IT Essentials: PC Hardware and Software v4.0


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Chapter 12 2 2007 Cisco Systems, Inc. All rights reserved. Cisco Public

Purpose of this Presentation

List of chapter objectives

Overview of the chapter contents, including

student worksheets

student activities

student labs

Reflection/Activities for instructors to complete toprepare to teach

Additional resources

To provide to instructors an overview of Chapter 12:


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Chapter 12 Objectives

12.1 Select the appropriate operating system based oncustomer needs

12.2 Install, configure, and optimize an operating

system 12.3 Describe how to upgrade operating systems

12.4 Describe preventive maintenance procedures foroperating systems

12.5 Troubleshoot operating systems


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Chapter 12 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 SystemProblem


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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 onefor your customer


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Select the Appropriate Operating System

RemoteDesktop

NetworkSharing

Scalable CPUSupport

EFSSupport

EnhancedSecurity

Microsoft

WindowsxpProfessional

YES YES YES YES YES

Microsoft

WindowsxpHome Edition

No YES No No No

Microsoft

WindowsxpMedia Center Edition

YES YES YES YES YES

Microsoft

Windows2000 Add-On YES YES YES YES

Select hardware that meets or exceeds the minimumrequirements for the OS


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Operating Systems Capabilities

An operating system is the interface between the userand the computer.

Provides a bridge between the hardware and applications

Creates a file system to store dataManages applications

Interprets user commands

Operating systems have minimum requirements forhardware.


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Network Operating System (NOS)

A network operating system (NOS) is an operatingsystem that contains additional features to increasefunctionality and manageability in a networkedenvironment.

Examples of network operating systems:

Windows 2000 Server

Windows 2003 Server

UNIXLinux

Novell NetWare

Mac OS X


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Server NOS

The NOS is designed to provide network resources toclients:

Server applications, such as shared databases

Centralized data storage

Directory services that provide a centralized repository ofuser accounts and resources on the network, such asLDAP or Active Directory

Network print queue

Network access and security

Redundant storage systems, such as RAID and backups


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Network ProtocolsNetwork operating systems provide several protocolsdesigned 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


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Install, Configure, and Optimize an OSTo install Windows XP Professional:

Insert the installation CD

An installation wizard asks a series of questions

The wizard completes the installation automatically


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Default and Custom Installations A default installation requires minimal user interaction.

A custom installation allows the user to customize theregional settings and the network settings.

The technician can automate and customize a WindowsXP Pro installation to include the following features:

Productivity applications, such as Microsoft Office

Custom applications

Support for multiple languagesOS Deployment Feature Packusing Microsoft SystemsManagement Server (SMS)

Hardware device drivers


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Windows XP Custom Install Methods Unattended installation from a network distribution point

using an answer file.

Image-based installation using Sysprep and a disk-imaging program, which copies an image of the operatingsystem directly to the hard drive with no user intervention.

Remote installation using Remote Installation Services(RIS), which can download the installation across thenetwork.

OS Deployment Feature Pack using Microsoft SystemsManagement Server (SMS), which can dramaticallysimplify deployment of an operating system across theorganization.


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Disk Structure

Types of partitions on a hard drive:

Primary partitions

Extended partitionsLogical drives

NOTE: Only one partition may be designated as theactive partition for booting the system.

In most cases, the C: drive is the active partition andcontains the boot and system files.

Additional partitions can be created as needed fororganizing files or dual-booting.

Create, view, and manage disks, directories, and files


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Disk Management Utility

Used to display information and perform services suchas partitioning and formatting disks in Windows



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File Systems of Windows XP

Partitions are formatted with a file system. Two filesystems available in Windows XP:

FAT32

NTFS - greater stability and security features

The type of file system, NTFS or FAT32, provides therules that files within each directory must follow.



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File Extensions

Windows file systems require at least three characters afterthe 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 fileextensions:

Start > Control Panel > Folder Options > File Types tab >Advanced > Always show extension



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System Tools

To maintain and optimize an

operating system: Disk error checking which can

scan the hard drive for filestructure errors

Hard drive defragmentationconsolidates files for fasteraccess

Optimize the performance of operating systems


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Virtual Memory

Swap file uses free space on the hard drive totemporarily 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 alwayshelpful and may slow down the computer



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Virtual Memory Settings in Windows XP


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Disk Defragmenter

Disk Defragmenter makes files on the hard drive contiguousand 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:\documentsand settings\%USERPROFILE%\local settings\temp



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Services

Services are a type of application that runs in thebackground and waits for requests

Only necessary services should be startedServices 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



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Optimize Web Browser and Email

Web browsers and e-mail

Typically the most-used applications

Optimizing them should increase the computers performance Microsofts Internet Explorer (IE), general settings:

Change the homepage and browser appearance

View or delete the information saved by the browser:

History

Temporary files

Cookies

Optimize the performance of browsers

Passwords

Web-form information

Cookies are information transmitted between aweb browser and a web server with the purpose oftracking user information to customize the page

delivered to the user.


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Internet Explorer Browser Options

To access these settings:

Open an IE window

Go to Tools menu

Select Internet Options


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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. Adjustablesettings 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


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Configure Email Client Software

Use the following information to set up an emailaccount 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


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Email Protocols Post Office Protocol version 3 (POP3)

Downloads email from a server to manipulate and store on localcomputer.

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.


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Set Display Properties

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 aremeasured in Hertz (Hz) or times per second.

Display colors

Colors created by varying the light intensity of the three basiccolors.

Set screen resolution and update video driver


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Upgrade the Video Driver

The Windows default video driver may work, but may notprovide all performance options.

To upgrade the driver:

Download most recent driverRemove the current driver

Disable anti-virus software

Install the new driver

Enable anti-virus softwareRestart the computer


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Troubleshoot Video Driver Issues

Troubleshooting problems after installing video driver

Example: After performing the graphical performance steps and restartthe 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

Set screen resolution and update video driver


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Dual-Boot Process

There is a dual-boot process for multiple operating systemson 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 partitionInstall the oldest OS on the primary partition or the hard drive markedwith an active partition

Install the second OS on the second partition or hard drive

The boot files are automatically installed in the active partition

Installation of a second operating system


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The boot.ini File

During installation, the boot.ini file is created on theactive 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. Inthe Startup and Recovery area, select Settings. Click Edit.

Installation of a second operating system


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Upgrading 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 incompatibilityissues before upgrading

Upgrade Advisor is free and downloadable from the MicrosoftWindows website

Backup all data prior to beginning the upgrade

Describe how to upgrade operating systems


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Preventive Maintenance for OS

Automating scheduledupdates

Installing service packs

Using Restore Points ifnecessary to restore thesystem to a previous state


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Schedule Automatic Tasks and Updates

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 > SystemTools > Scheduled Tasks

Double-click Add Scheduled Task

Scheduled Tasks utility is a Windows-based GUI utility.


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Schedule Automatic Tasks and UpdatesCLI automatic updates in the command line.

Use the at command to automatically schedule acommand, a script file, or an application to run at aspecific date and time.

To use the at command, you must be logged in as amember of the Administrators group.

To learn more about the at command, choose Start >Run. At the CLI prompt, type cmd, and then pressReturn. At the command prompt, type at/?


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Automatically Update Windows XPSchedule automatic tasks and updates

Settings to choose from regarding Windows XPupdates:

Automatic (need to specify a date and time)

Download updates for me, but let me choose when to installthem

Notify me but don't automatically download or install them

Turn off Automatic Updates

To access Automatic Updates:

Select Start > Control Panel > double-click AutomaticUpdates


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Restore Points

Set restore points

Restore points return the OS to a predefined point intime.

If installation of an application or a hardware drivercauses problems, try uninstalling the application ordriver

If uninstalling does not help, try to restore the computerto an earlier time when the system worked properly

To access the System Restore utility:

Select Start > All Programs > Accessories > System Tools >System Restore


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Windows XP Restore PointsSet 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 andregistry settings used by the Windows OS.

System restore does not back up personal data files orrecover corrupted or deleted personal files.

To backup data, use a dedicated backup system, such asa tape drive, CDs, or even a USB storage device.


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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

Troubleshooting Process


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Level-one Technician Gathers Data

Description of problem by the level-one helpdesktechnician:

Customer cannot surf the Internet or access any networkresources.

Customer can login to the network using other computers.

Customer has verified that their username, password, anddomain name are correct.

The helpdesk technician was unable to resolve theproblem, so the work order is escalated to a level-twotechnician.

Step 1: Gather data from the customer


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Level-two Technician Gathers DataStep 1: Gather data from the customer

Level-two technician asks open-ended questions:

Which specific network resources are you trying to accesswith your desktop computer?

Are there any network resources that you can access?

When were you last able to access the network from yourdesktop?

Level-two technician draws these conclusions:

In the office, no resources can be accessed.

When using the modem to connect, no problems areexperienced.

The problems started just after a new update was installed.


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Level-two Technician Gathers DataStep 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 ofdetails.

Technician draws these conclusions:

Focus on an operating system problem.


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Verify the Obvious IssuesStep 2: Verify the obvious issues

Technician asks some general questions and somerelated 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 properlyworking device?

Do the mouse and keyboard work?

Have any cables been added or disconnected?


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Conclusions from Checking the ObviousStep 2: Verify the obvious issues


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.


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Quick SolutionsStep 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


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Gather Data from the ComputerStep 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 runsdiagnostic software.


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.


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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 theinstallation of the update.

Technician decides on a solution:

Restore the computer to the state it was in before the automaticsystem update ran on the computer.

Technician takes this action:

Ask customer to use the System Restore application.


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Evaluate Problem & Implement SolutionStep 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 networkconnectivity.

To prevent the problem from occurring again:

Set Automatic Updates to require permission of the network administrator

or the user.


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System Restore Point ScreensStep 5: Evaluate the problem and implement the solution


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Close with the CustomerStep 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 customerof the work that was performed.

If the solution is acceptable, the technician can finish thedocumentation 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


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Closed Work OrderStep 6: Close with the customer

Make two copies of thefinal work order anddocumentation

One for the customer

One for the technician


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Common Problems and Solutions

Problem Symptom Possible Solution

You have a dual-boot system, but you areunable to access the second operatingsystem.

Make sure the boot.ini is not corrupt andverify that it is correct.

A screen goes blank after you install anupdated graphics driver.

If the new driver is bad, boot to VGA modeand use Roll Back Driver to restore theprevious driver.

A customer plans to install Windows XP on100 computers in a branch office over aweekend, but is very concerned about how

much time it will take.

Advise the customer that the installation CDwill take too long. Consult with customerabout one of the automated installation

solutions.The customer is receiving warnings aboutthe hard drive becoming too full.

Run the Disk Cleanup utility to deletetemporary files.

A customer receives error messages thatan application will not launch because arequired service is not running.

Ask the customer for the name of the servicein the error message and restart the service.


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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 theoperating 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 followingsteps:

Receive the work order

Research the problem

Take the customer through various steps to try and resolve theproblem

Document the problem and the resolution


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Chapter 12 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 avoidproblems

Knowing which preventive maintenance procedures areappropriate for the customer

Knowing how to troubleshoot operating system problems


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Q and A


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