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Chapter 12 1
Chapter 12:
AdvancedOperating Systems
IT Essentials: PC Hardware and Software v4.0
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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
Create, view, and manage disks, directories, and files
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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.
Create, view, and manage disks, directories, and files
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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
Create, view, and manage disks, directories, and files
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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
Optimize the performance of operating systems
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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
Optimize the performance of operating systems
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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
Optimize the performance of operating systems
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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
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.
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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.
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.
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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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