Chapter 5:Operating Systems
© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicITE PC v4.0Chapter5 1
Chapter 5:Operating Systems
IT Essentials: PC Hardware and Software v4.0
Purpose of this Presentation
List of chapter objectives
Overview of the chapter contents, includingstudent worksheetsstudent labs
Reflection/Activities for instructors to complete toprepare to teach
Additional resources
To provide to instructors an overview of Chapter 5:
ITE PC v4.0Chapter 5 2© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
List of chapter objectives
Overview of the chapter contents, includingstudent worksheetsstudent labs
Reflection/Activities for instructors to complete toprepare to teach
Additional resources
Chapter 5 Objectives 5.1 Explain the purpose of an operating system 5.2 Describe and compare operating systems to include
purpose, limitations, and compatibilities 5.3 Determine operating system based on customer
needs 5.4 Install an operating system 5.5 Navigate a GUI (Windows) 5.6 Identify and apply common preventive maintenance
techniques for operating systems 5.7 Troubleshoot operating systems
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5.1 Explain the purpose of an operating system 5.2 Describe and compare operating systems to include
purpose, limitations, and compatibilities 5.3 Determine operating system based on customer
needs 5.4 Install an operating system 5.5 Navigate a GUI (Windows) 5.6 Identify and apply common preventive maintenance
techniques for operating systems 5.7 Troubleshoot operating systems
Chapter 5 Worksheets and Labs 5.2.2 Worksheet: NOS Certifications and Jobs 5.3.2 Worksheet: Upgrade Components 5.4.2 Lab: Install Windows XP 5.4.5 Lab: Windows XP User Accounts and Updates 5.4.9 Worksheet: FAT32 and NTFS 5.5.1 Lab: Run Commands 5.5.4 Lab: Install Third-Party Software 5.6.2 Lab: Restore Point 5.6.3 Lab: Windows Backup and Recovery
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5.2.2 Worksheet: NOS Certifications and Jobs 5.3.2 Worksheet: Upgrade Components 5.4.2 Lab: Install Windows XP 5.4.5 Lab: Windows XP User Accounts and Updates 5.4.9 Worksheet: FAT32 and NTFS 5.5.1 Lab: Run Commands 5.5.4 Lab: Install Third-Party Software 5.6.2 Lab: Restore Point 5.6.3 Lab: Windows Backup and Recovery
The Purpose of an Operating SystemThe operating system (OS) controls almost all functions
on a computer.
Learn about the components, functions, andterminology related tothe Windows 2000 andWindows XP operatingsystems.
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The operating system (OS) controls almost all functionson a computer.
Learn about the components, functions, andterminology related tothe Windows 2000 andWindows XP operatingsystems.
Roles of an Operating System All computers rely on an operating system (OS) to
provide the interface for interaction between users,applications, and hardware.
The operating system boots the computer andmanages the file system.
Almost all modern operating systems can support morethan one user, task, or CPU.
The operating system has four main roles:Control hardware accessManage files and foldersProvide user interfaceManage applications
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All computers rely on an operating system (OS) toprovide the interface for interaction between users,applications, and hardware.
The operating system boots the computer andmanages the file system.
Almost all modern operating systems can support morethan one user, task, or CPU.
The operating system has four main roles:Control hardware accessManage files and foldersProvide user interfaceManage applications
Characteristics of Operating Systems Control hardware access
OS automatically discovers and configures PnP hardware
File and folder management User interface
Command line interface (CLI)Graphical user interface (GUI)
Application managementOpen Graphics Library (OpenGL)DirectX
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Control hardware accessOS automatically discovers and configures PnP hardware
File and folder management User interface
Command line interface (CLI)Graphical user interface (GUI)
Application managementOpen Graphics Library (OpenGL)DirectX
The Types of Operating Systems Graphical User Interface
(GUI): The user interactswith menus and icons.
Command Line Interface(CLI): The user typescommands at a prompt.
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Graphical User Interface(GUI): The user interactswith menus and icons.
Most operating systems include both a GUI and a CLI.
Compare Operating SystemsTerms often used when comparing operating systems:
Multi-user – Two or more users can work with programsand share peripheral devices, such as printers, at the sametime.
Multi-tasking – The computer is capable of operatingmultiple applications at the same time.
Multi-processing – The computer can have two or morecentral processing units (CPUs) that programs share.
Multi-threading – A program can be broken into smallerparts that can be loaded as needed by the operating system.Multi-threading allows individual programs to be multi-tasked.
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Terms often used when comparing operating systems:
Multi-user – Two or more users can work with programsand share peripheral devices, such as printers, at the sametime.
Multi-tasking – The computer is capable of operatingmultiple applications at the same time.
Multi-processing – The computer can have two or morecentral processing units (CPUs) that programs share.
Multi-threading – A program can be broken into smallerparts that can be loaded as needed by the operating system.Multi-threading allows individual programs to be multi-tasked.
Real Mode Executes only one program at a time Addresses only 1 MB of system memory at a time Directly accesses memory and hardware Subject to crashes Available to all modern processors Only used by DOS and DOS applications
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Executes only one program at a time Addresses only 1 MB of system memory at a time Directly accesses memory and hardware Subject to crashes Available to all modern processors Only used by DOS and DOS applications
Program Codedirectly controls PC
hardware.
PC hardware can beinterrupted by bad
code.
Protected Mode Has access to all memory Can manage multiple programs simultaneously Allows the system to use virtual memory Provides 32-bit access to memory, drivers, and I/O transfers Each program is assigned a space in memory Computer is protected from program errors
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Has access to all memory Can manage multiple programs simultaneously Allows the system to use virtual memory Provides 32-bit access to memory, drivers, and I/O transfers Each program is assigned a space in memory Computer is protected from program errors
Program Codedirectly controlsPC hardware.
PChardwarecannot beinterrupted
by bad code.
HardwareAbstraction
Layer(HAL)
Programtalks to
HAL
HAL controlshardwareand stops
errors.
Virtual Real Mode Allows a real-mode application to run within a protected-mode
operating system Creates virtual machines for each program that runs in real mode Each virtual machine receives 1 MB of memory and access to
hardware In the event of a program error, only the virtual machine is
affected
OS provides virtual machine to host the code and protect the PC
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Allows a real-mode application to run within a protected-modeoperating system
Creates virtual machines for each program that runs in real mode Each virtual machine receives 1 MB of memory and access to
hardware In the event of a program error, only the virtual machine is
affected
OS provides virtual machine to host the code and protect the PC
Program operates invirtual machine
PC hardwarecontrolled by
virtual machine;errors arestopped
Program Code
Compare Operating Systems
Desktop OperatingSystem
• Supports a single user
• Runs single-userapplications
• Shares files and folders
• Shares peripherals
• Used on a small network
• Supports multiple users
• Runs multi-userapplications
• Is robust and redundant
• Provides increased security
• Used on a network
Network OperatingSystem
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• Supports a single user
• Runs single-userapplications
• Shares files and folders
• Shares peripherals
• Used on a small network
• Supports multiple users
• Runs multi-userapplications
• Is robust and redundant
• Provides increased security
• Used on a network
Compare Operating Systems Desktop operating systems:
Microsoft Windows: Windows XPMacintosh: Mac OS XLinux: Fedora, Ubuntu, and othersUNIX
A desktop OS has the followingcharacteristics:
Supports a single userRuns single-user applicationsShares files and folders on a smallnetwork with limited security
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Desktop operating systems:Microsoft Windows: Windows XPMacintosh: Mac OS XLinux: Fedora, Ubuntu, and othersUNIX
A desktop OS has the followingcharacteristics:
Supports a single userRuns single-user applicationsShares files and folders on a smallnetwork with limited security
Network Operating Systems (NOS) Common NOS include:
Novell NetwareMicrosoft Windows ServerLinuxUNIX
A network OS has the followingcharacteristics:
Supports multiple usersRuns multi-user applicationsIs robust and redundantProvides increased security compared todesktop operating systems
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Common NOS include:Novell NetwareMicrosoft Windows ServerLinuxUNIX
A network OS has the followingcharacteristics:
Supports multiple usersRuns multi-user applicationsIs robust and redundantProvides increased security compared todesktop operating systems
Determine Proper Operating System
Create an accurate profile of your customer byanalyzing the daily, weekly, and monthly computeractivities
Select appropriate software and hardware to satisfyexisting and future requirements
To select the proper operating system:
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Create an accurate profile of your customer byanalyzing the daily, weekly, and monthly computeractivities
Select appropriate software and hardware to satisfyexisting and future requirements
What Does Your Customer Require? Office applications
word processing, spreadsheets, orpresentation software
Graphics applicationsPhotoshop or Illustrator
Animation applicationsFlash
Business applicationsaccounting, contact management,sales tracking or database
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Office applicationsword processing, spreadsheets, orpresentation software
Graphics applicationsPhotoshop or Illustrator
Animation applicationsFlash
Business applicationsaccounting, contact management,sales tracking or database
Identify Minimum Hardware Requirements Customer may need to upgrade or purchase additional
hardware to support the required applications and OS. A cost analysis will indicate if purchasing new
equipment is a better idea than upgrading. Common hardware upgrades:
RAM capacityHard drive sizeProcessor speedVideo card memory and speed
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Customer may need to upgrade or purchase additionalhardware to support the required applications and OS.
A cost analysis will indicate if purchasing newequipment is a better idea than upgrading.
Common hardware upgrades:RAM capacityHard drive sizeProcessor speedVideo card memory and speed
Hardware Compatibility List (HCL) Most operating systems have an HCL. HCLs can be found on the manufacturer's website. HCL includes list of hardware that is known to work with
the operating system.
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Most operating systems have an HCL. HCLs can be found on the manufacturer's website. HCL includes list of hardware that is known to work with
the operating system.
Installing the Operating SystemReasons to perform a clean installation of an OS: When a computer is passed from one employee to another When the operating system is corrupted When a new replacement hard drive is installed in a
computer
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Reasons to perform a clean installation of an OS: When a computer is passed from one employee to another When the operating system is corrupted When a new replacement hard drive is installed in a
computer
Before performing a clean installation: Back up all data first Explain to the customer that existing data will be erased Confirm that all needed data has been successfully
transferred
Hard Drive Setup ProceduresOperating system setup methods: Install an OS over a network from a server Install from a copy of the OS files stored on the hard
drive Install from OS files stored on CDs or DVDsPartitioning and Formatting Hard drive must be logically divided (partitioned) File system must be created on the hard drive During the installation phase, most operating systems
will automatically partition and format the hard drive
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Operating system setup methods: Install an OS over a network from a server Install from a copy of the OS files stored on the hard
drive Install from OS files stored on CDs or DVDsPartitioning and Formatting Hard drive must be logically divided (partitioned) File system must be created on the hard drive During the installation phase, most operating systems
will automatically partition and format the hard drive
Hard Drive Setup ProceduresA technician should understand the process related tohard drive setup.
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Prepare the Hard Drive The first portion of the installation process deals with
formatting and partitioning the hard drive. The second portion prepares the disk to accept the file
system. The file system provides the directory structure that
organizes the user's operating system, application,configuration, and data files.
Examples of file systems:The FAT32 file systemThe New Technology File System (NTFS)
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The first portion of the installation process deals withformatting and partitioning the hard drive.
The second portion prepares the disk to accept the filesystem.
The file system provides the directory structure thatorganizes the user's operating system, application,configuration, and data files.
Examples of file systems:The FAT32 file systemThe New Technology File System (NTFS)
Install the Operating System
Define currency and numerals Text input language Name of user Name of company Product key Computer name Administrator password Date and time settings Network settings Domain or workgroup information
During the Windows XP installation the user must provide:
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Define currency and numerals Text input language Name of user Name of company Product key Computer name Administrator password Date and time settings Network settings Domain or workgroup information
Create Administrator Account Setup creates the administrator account with the user
name “administrator”Change this name to keep the administrator account secureOnly use the administrator account occasionally for criticalsystem changes
Create a fictitious user account to use as a template
Use secure passwordsThese should be a minimum of 7 characters, containing at leastone of each (letter, number, and symbol)
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Setup creates the administrator account with the username “administrator”
Change this name to keep the administrator account secureOnly use the administrator account occasionally for criticalsystem changes
Create a fictitious user account to use as a template
Use secure passwordsThese should be a minimum of 7 characters, containing at leastone of each (letter, number, and symbol)
Complete the Installation When Windows XP installation
completes:Computer will rebootLog in for the first timeRegister Windows XP and verify that you areusing a legal copy of the OS
Verification enables you to downloadpatches and service packs
Use Microsoft Update Manager toscan for new software and to:
Install all service packsInstall all patches
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When Windows XP installationcompletes:
Computer will rebootLog in for the first timeRegister Windows XP and verify that you areusing a legal copy of the OS
Verification enables you to downloadpatches and service packs
Use Microsoft Update Manager toscan for new software and to:
Install all service packsInstall all patches
Check Device Manager for Conflicts
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Look for warning icons (yellow exclamation points) Double-click to learn about the problem Click the plus (+) sign to expand the category May be able to ignore an error
Custom Installation Options
Follow these steps for disk cloning:Create a master installation on one computerRun SysprepCreate a disk image of the configured computer using third-party disk-cloning softwareCopy the disk image onto a server
When the destination computer is booted,A shortened version of the Windows setup program runsSetup configures only user-specific and computer-specificsettingsAn answer file provides data normally required during set up
With Microsoft System Preparation
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Follow these steps for disk cloning:Create a master installation on one computerRun SysprepCreate a disk image of the configured computer using third-party disk-cloning softwareCopy the disk image onto a server
When the destination computer is booted,A shortened version of the Windows setup program runsSetup configures only user-specific and computer-specificsettingsAn answer file provides data normally required during set up
The Boot Sequence for Windows XP Power On Self Test (POST)
POST for each adapter card that has a BIOS
BIOS reads the Master Boot Record (MBR)
MBR takes over control of the boot process and starts NT Loader(NTLDR)
NTLDR reads the BOOT.INI file to know which OS to load and whereto find the OS on the boot partition
NTLDR uses NTDETECT.COM to detect any installed hardware
NTLDR loads the NTOSKRNL.EXE file and HAL.DLL
NTLDR reads the registry files and loads device drivers
NTOSKRNL.EXE starts the WINLOGON.EXE program and displaysthe Windows login screen
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Power On Self Test (POST)
POST for each adapter card that has a BIOS
BIOS reads the Master Boot Record (MBR)
MBR takes over control of the boot process and starts NT Loader(NTLDR)
NTLDR reads the BOOT.INI file to know which OS to load and whereto find the OS on the boot partition
NTLDR uses NTDETECT.COM to detect any installed hardware
NTLDR loads the NTOSKRNL.EXE file and HAL.DLL
NTLDR reads the registry files and loads device drivers
NTOSKRNL.EXE starts the WINLOGON.EXE program and displaysthe Windows login screen
NTLDR and the Windows Boot Menu If more than one OS is present on the
disk, BOOT.INI gives the user achance to select which to use.
Otherwise:NTLDR runs NTDETECT.COM to getinformation about installed hardwareNTLDR then uses the path specified in theBOOT.INI to find the boot partitionNTLDR loads two files that make up thecore of XP: NTOSKRNL.EXE and HAL.DLLNTLDR reads the Registry files, chooses ahardware profile, and loads device drivers.
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If more than one OS is present on thedisk, BOOT.INI gives the user achance to select which to use.
Otherwise:NTLDR runs NTDETECT.COM to getinformation about installed hardwareNTLDR then uses the path specified in theBOOT.INI to find the boot partitionNTLDR loads two files that make up thecore of XP: NTOSKRNL.EXE and HAL.DLLNTLDR reads the Registry files, chooses ahardware profile, and loads device drivers.
The Windows Registry Recognized by distinctive names, beginning with
HKEY_ Every setting in Windows is stored in the registry Changes to the Control Panel settings, File
Associations, System Policies, or installed software arestored in the registry
Each user has their own section of the registry The Windows logon process uses the registry to set the
system to the state that it was in the last time the userlogged in
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Recognized by distinctive names, beginning withHKEY_
Every setting in Windows is stored in the registry Changes to the Control Panel settings, File
Associations, System Policies, or installed software arestored in the registry
Each user has their own section of the registry The Windows logon process uses the registry to set the
system to the state that it was in the last time the userlogged in
The Windows Registry Files
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The NT Kernel and Security Authority Next, the NT kernel, NTOSKRNL.EXE, takes over
It starts the login file, WINLOGON.EXEThat program starts the Local Security Administration file,LSASS.EXE (Local Security Administration)LSASS.EXE is the program that displays the XP welcomescreen
There are few differences between the Windows XPand the Windows 2000 boot process
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Next, the NT kernel, NTOSKRNL.EXE, takes overIt starts the login file, WINLOGON.EXEThat program starts the Local Security Administration file,LSASS.EXE (Local Security Administration)LSASS.EXE is the program that displays the XP welcomescreen
There are few differences between the Windows XPand the Windows 2000 boot process
Manipulating Operating System Files After you have installed Windows XP, you can use
MSCONFIG for post-installation modifications:This boot configuration utility allows you to set programs thatwill run at startup, and to edit configuration files
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Manipulating Operating System Files The registry is a database that contains information and
settings for all of the hardware, software, users andpreferences. REGEDIT allows users to edit the registry.
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Manipulating Operating System FilesPressing the F8 key during the boot process opens the
Windows Advanced Startup Options menu, which allowsyou to select how to boot Windows.
Safe Mode – Starts Windows but only loads drivers for basiccomponents, such as the keyboard and display.
Safe Mode with Networking Support – Starts Windowsidentically to Safe Mode and also loads the drivers for networkcomponents.
Safe Mode with Command Prompt – Starts Windows and loadsthe command prompt instead of the GUI interface.
Last Known Good Configuration – Enables a user to load theconfigurations settings of Windows that was used the last time thatWindows successfully started. It does this by accessing a copy ofthe registry that is created for this purpose.
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Pressing the F8 key during the boot process opens theWindows Advanced Startup Options menu, which allowsyou to select how to boot Windows.
Safe Mode – Starts Windows but only loads drivers for basiccomponents, such as the keyboard and display.
Safe Mode with Networking Support – Starts Windowsidentically to Safe Mode and also loads the drivers for networkcomponents.
Safe Mode with Command Prompt – Starts Windows and loadsthe command prompt instead of the GUI interface.
Last Known Good Configuration – Enables a user to load theconfigurations settings of Windows that was used the last time thatWindows successfully started. It does this by accessing a copy ofthe registry that is created for this purpose.
Describing Directory Structures Windows file system naming conventions:
Maximum of 255 characters may be usedCharacters such as a period (.) or a slash (\ /) are not allowedAn extension of three or four letters is added to the filename toidentify the file typeFilenames are not case sensitive
Windows filename extension examples:.doc - Microsoft Word.txt - ASCII text only.jpg - graphics format.ppt - Microsoft PowerPoint.zip - compression format
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Windows file system naming conventions:Maximum of 255 characters may be usedCharacters such as a period (.) or a slash (\ /) are not allowedAn extension of three or four letters is added to the filename toidentify the file typeFilenames are not case sensitive
Windows filename extension examples:.doc - Microsoft Word.txt - ASCII text only.jpg - graphics format.ppt - Microsoft PowerPoint.zip - compression format
Describing Directory Structures Each file has a set of attributes that control how the file
may be viewed or altered. The following are the most common file attributes:
R - The file is read-onlyA - The file will be archived the next backupS - The file is marked as a system file and a warning is given ifan attempt is made to delete or modify the fileH - The file is hidden in the directory display
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Each file has a set of attributes that control how the filemay be viewed or altered.
The following are the most common file attributes:R - The file is read-onlyA - The file will be archived the next backupS - The file is marked as a system file and a warning is given ifan attempt is made to delete or modify the fileH - The file is hidden in the directory display
The ATTRIB Command
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NTFS and FAT32 FAT32 is used where files need to be accessed by
multiple versions of Windows. FAT32 is not as secureas NTFS
NTFS can support more and larger files than FAT32,and provides more flexible security features for folders,files, and sizes
Partitions can be converted from FAT32 to NTFS usingthe CONVERT.EXE utility, but not in the reversedirection
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FAT32 is used where files need to be accessed bymultiple versions of Windows. FAT32 is not as secureas NTFS
NTFS can support more and larger files than FAT32,and provides more flexible security features for folders,files, and sizes
Partitions can be converted from FAT32 to NTFS usingthe CONVERT.EXE utility, but not in the reversedirection
Navigating a Graphical User Interface (GUI) A GUI provides graphical representations of all the files,
folders, and programs on a computer.
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Customizing the DesktopTo customize any of these, simply right-click the item and
then select Properties. Taskbar Recycle Bin Desktop background Window appearance
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To customize any of these, simply right-click the item andthen select Properties.
Taskbar Recycle Bin Desktop background Window appearance
The Start Menu Customized to two styles, XP and
Classic Accessed by clicking the Start button The Start menu includes:
A nested list of all installed applicationsA list of recently opened documentsA list of other elements, including; asearch feature, a help center, and systemsettings
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Customized to two styles, XP andClassic
Accessed by clicking the Start button The Start menu includes:
A nested list of all installed applicationsA list of recently opened documentsA list of other elements, including; asearch feature, a help center, and systemsettings
My Computer When you right-click My Computer and
select Properties, there are severalsettings that can be customized:
Computer nameHardware settingsVirtual memoryAutomatic updatesRemote access
Files can also be moved and copied usingMy Computer
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When you right-click My Computer andselect Properties, there are severalsettings that can be customized:
Computer nameHardware settingsVirtual memoryAutomatic updatesRemote access
Files can also be moved and copied usingMy Computer
Launching ApplicationsApplications can be launched in several ways: Click the application on the Start menu
Double-click the application shortcut icon on the desktop
Double-click the application executable file in My Computer Launch the application from the Run window or command line
To view and configure network connections, right-click theMy Network Places icon.
Connect to or disconnect from a network drive Right-click Properties to configure existing network
connections, such as a wired or wireless LAN connection
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Applications can be launched in several ways: Click the application on the Start menu
Double-click the application shortcut icon on the desktop
Double-click the application executable file in My Computer Launch the application from the Run window or command line
To view and configure network connections, right-click theMy Network Places icon.
Connect to or disconnect from a network drive Right-click Properties to configure existing network
connections, such as a wired or wireless LAN connection
Control Panel Applets
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Display Settings Change the resolution
and color quality Change wallpaper,
screen saver, powersettings, and otheroptions, by clicking theAdvanced button
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Change the resolutionand color quality
Change wallpaper,screen saver, powersettings, and otheroptions, by clicking theAdvanced button
Device Manager Used to view settings for
devices in the computer An exclamation mark
indicates a problem with adevice
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Used to view settings fordevices in the computer
An exclamation markindicates a problem with adevice
Task Manager View all applications that
are currently running Close any applications that
have stopped responding Monitor the performance of
the CPU and virtualmemory
View all processes that arecurrently running
View information about thenetwork connections
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View all applications thatare currently running
Close any applications thathave stopped responding
Monitor the performance ofthe CPU and virtualmemory
View all processes that arecurrently running
View information about thenetwork connections
Event Viewer and Remote DesktopEvent Viewer
Logs a history of events regarding applications,security, and the system.
These log files are a valuable troubleshooting tool.
Remote Desktop
Allows one computer to remotely take control ofanother computer.
This troubleshooting feature is only available withWindows XP Professional.
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Event Viewer
Logs a history of events regarding applications,security, and the system.
These log files are a valuable troubleshooting tool.
Remote Desktop
Allows one computer to remotely take control ofanother computer.
This troubleshooting feature is only available withWindows XP Professional.
Performance SettingsSettings for advanced visuals and for virtual memory
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Add or Remove an Application Utility to install or uninstall applications Tracks installation files for future thorough uninstall, if
desired
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Upgrading an Operating SystemUpgrade Paths
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Upgrading to Windows XP1. Insert the Windows XP CD. Select Start > Run.2. In the Run box, where D is the drive letter for the CD-
ROM, type D:\i386\winnt32 and press Enter. TheWelcome to the Windows XP Setup Wizard displays.
3. Choose Upgrade to Windows XP and click Next. TheLicense Agreement page displays.
4. Read the license agreement and click the button toaccept this agreement.
5. Click Next. The Upgrading to the Windows XP NTFSFile System page displays.
6. Follow the prompts and complete the upgrade. Whenthe install is complete, the computer will restart.
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1. Insert the Windows XP CD. Select Start > Run.2. In the Run box, where D is the drive letter for the CD-
ROM, type D:\i386\winnt32 and press Enter. TheWelcome to the Windows XP Setup Wizard displays.
3. Choose Upgrade to Windows XP and click Next. TheLicense Agreement page displays.
4. Read the license agreement and click the button toaccept this agreement.
5. Click Next. The Upgrading to the Windows XP NTFSFile System page displays.
6. Follow the prompts and complete the upgrade. Whenthe install is complete, the computer will restart.
Preventive Maintenance PlanningComponents of a preventive maintenance plan:
Updates to the operating system and applications
Updates to anti-virus and other protective software
Hard drive error checking
Hard drive backup
Hard drive defragmentation
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Components of a preventive maintenance plan:
Updates to the operating system and applications
Updates to anti-virus and other protective software
Hard drive error checking
Hard drive backup
Hard drive defragmentation
Schedule Tasks The DOS AT command launches tasks at a specified time using
the command line interfaceInformation about the AT command is available at this path: Start >Run > cmd Then type AT /? at the command line.
The Windows Task Scheduler launches tasks at a specified timeusing a graphical interface
Access the Windows Task Scheduler by following this path: Start > AllPrograms > Accessories > System Tools > Scheduled Tasks
Examples of scheduled tasks to runScanDisk (Windows 2000) and CHKDSK (Windows XP) check theintegrity of files and folders and scan the hard disk surface for physicalerrors.
Defrag: Gathers the noncontiguous data into one place, making filesrun faster
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The DOS AT command launches tasks at a specified time usingthe command line interface
Information about the AT command is available at this path: Start >Run > cmd Then type AT /? at the command line.
The Windows Task Scheduler launches tasks at a specified timeusing a graphical interface
Access the Windows Task Scheduler by following this path: Start > AllPrograms > Accessories > System Tools > Scheduled Tasks
Examples of scheduled tasks to runScanDisk (Windows 2000) and CHKDSK (Windows XP) check theintegrity of files and folders and scan the hard disk surface for physicalerrors.
Defrag: Gathers the noncontiguous data into one place, making filesrun faster
Automatic Updates An automatic update service scans the system for
needed updates, and recommends what should bedownloaded and installed.
Automatic update services can setup to download andinstall updates as soon as they are available or asrequired, and install them when the computer is nextrebooted.
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An automatic update service scans the system forneeded updates, and recommends what should bedownloaded and installed.
Automatic update services can setup to download andinstall updates as soon as they are available or asrequired, and install them when the computer is nextrebooted.
Restore PointAn image of the current computer settings. If the computer
crashes, the OS can roll back to a restore point. The restore point utility only operates on OS and
application files. Anti-virus software should be run to remove malware
before creating a restore point.When to create a restore point: Before updating or replacing the OS When an application or driver is installed Manually at any time
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An image of the current computer settings. If the computercrashes, the OS can roll back to a restore point.
The restore point utility only operates on OS andapplication files.
Anti-virus software should be run to remove malwarebefore creating a restore point.
When to create a restore point: Before updating or replacing the OS When an application or driver is installed Manually at any time
Backup the Hard Drive Backup tools allow for recovery of data. Use the Microsoft Backup Tool to perform backups. Establish a backup strategy that will allow for the
recovery of data. Decide how often the data must be backed up and the
type of backup to perform. Windows XP uses Volume Shadow Copying, which
allows users to continue to work even as a backup istaking place.
It is only necessary to make copies of the files thathave changed since the last backup.
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Backup tools allow for recovery of data. Use the Microsoft Backup Tool to perform backups. Establish a backup strategy that will allow for the
recovery of data. Decide how often the data must be backed up and the
type of backup to perform. Windows XP uses Volume Shadow Copying, which
allows users to continue to work even as a backup istaking place.
It is only necessary to make copies of the files thathave changed since the last backup.
Types of Backups
Description Clearmarker
Normal Selected files and folders Yes
Copy Selected files and folders No
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Copy Selected files and folders No
Differential Selected files and folders thatchanged since the last backup No
Incremental Selected files and folders thatchanged since the last backup Yes
Daily Selected files and folders thatchanged during the day No
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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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
1. Gather Data from the Customer Customer information
Company name, contact name, address, phone number
Computer configurationOperating system, patches and updates, network environment,connection type
Use a work order to collect information
Description of problemOpen-ended questionsWhat were you doing when the problem was identified?Closed-ended questionsAre you currently logged into your network?
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Customer informationCompany name, contact name, address, phone number
Computer configurationOperating system, patches and updates, network environment,connection type
Use a work order to collect information
Description of problemOpen-ended questionsWhat were you doing when the problem was identified?Closed-ended questionsAre you currently logged into your network?
2. Verify the Obvious IssuesExamine the most obvious causes of a problem.
Is the caps lock key set to ON?
Is there a non-bootable disk in the floppy drive?
Are the drive settings and boot order configured correctly inBIOS?
Can you log on as another user?
Was the computer turned off without being shut down properly?
Has the password changed?
Does the monitor have power?
Does the display have the correct settings?
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Is the caps lock key set to ON?
Is there a non-bootable disk in the floppy drive?
Are the drive settings and boot order configured correctly inBIOS?
Can you log on as another user?
Was the computer turned off without being shut down properly?
Has the password changed?
Does the monitor have power?
Does the display have the correct settings?
3. Try Quick Solutions First Use the Last Known Good Configuration settings Enter Safe Mode to troubleshoot video problems Uninstall an application that was recently added Roll back the system using a System Restore point Examine the Device Manager for device conflicts Run cleanmgr to clean up temp files Run chkdsk/f to repair problems with the hard drive Run defrag to speed up the hard drive Reboot the computer Login as a different user
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Use the Last Known Good Configuration settings Enter Safe Mode to troubleshoot video problems Uninstall an application that was recently added Roll back the system using a System Restore point Examine the Device Manager for device conflicts Run cleanmgr to clean up temp files Run chkdsk/f to repair problems with the hard drive Run defrag to speed up the hard drive Reboot the computer Login as a different user
4. Gather Data from the Computer Examine system files.
Run diagnostic software.
Refer to the computer user manual or BIOS website forthe meaning of beep codes.
Examine the event logs to determine the cause ofcomputer problems.
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Examine system files.
Run diagnostic software.
Refer to the computer user manual or BIOS website forthe meaning of beep codes.
Examine the event logs to determine the cause ofcomputer problems.
You may need to conduct further research Refer to repair manuals Study the product documentation Visit the manufacturer’s website Consult repair journals Talk to technicians who may have repaired similar problems.
Implement the most likely solution first Return the computer to the original state before trying the
next solution It may be necessary to test many potential solutions before
the problem is resolved
5. Evaluate Problem & Implement Solution
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You may need to conduct further research Refer to repair manuals Study the product documentation Visit the manufacturer’s website Consult repair journals Talk to technicians who may have repaired similar problems.
Implement the most likely solution first Return the computer to the original state before trying the
next solution It may be necessary to test many potential solutions before
the problem is resolved
6. Close with the CustomerWhen you are confident that the problem is resolved: Document the customer information, problem description,
and steps to resolve the issue in the work order. Explain to the customer how you solved the problem . Let the customer verify that the problem has been solved. Complete all documentation including sales orders, time
logs, and receipts. Complete the work order. Update the repair journal. You can use the notes from the
journal for future reference.
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When you are confident that the problem is resolved: Document the customer information, problem description,
and steps to resolve the issue in the work order. Explain to the customer how you solved the problem . Let the customer verify that the problem has been solved. Complete all documentation including sales orders, time
logs, and receipts. Complete the work order. Update the repair journal. You can use the notes from the
journal for future reference.
Common Problems and Solutions
Problem Symptom Possible Solution
The computer displays thedesktop in 16 color VGA modeafter updating the video drivers.
Use the “Roll Back Driver” option toremove the new video driver.
Remove any unnecessary programsfrom the Startup tab and reboot thecomputer.
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The computer displays thedesktop in 16 color VGA modeafter updating the video drivers.
Use the “Roll Back Driver” option toremove the new video driver.
Remove any unnecessary programsfrom the Startup tab and reboot thecomputer.
The computer will no longer bootto Windows and gives the error“Invalid systems disk”
Remove any floppies and CDs from thecomputer and verify that the HDD is setas a bootable device in the BIOS setup.
The computer will not finishloading Windows.
Boot the computer in safe mode anduninstall any recently installedapplications.
Chapter 5 Summary Consider the customer's needs when selecting an OS. The main steps in setting up a customer's computer include
preparing the hard drive, installing an operating system,creating user accounts, and configuring installation options.
A GUI shows icons of all files, folders, and applications on thecomputer.
Establish a backup strategy that allows for the recovery ofdata.
Preventive maintenance helps to ensure optimal operation ofthe OS.
Tools for troubleshooting an OS problem include WindowsAdvanced Options menu, event logs, device manager, andsystem files.
ITE PC v4.0Chapter 5 69© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Consider the customer's needs when selecting an OS. The main steps in setting up a customer's computer include
preparing the hard drive, installing an operating system,creating user accounts, and configuring installation options.
A GUI shows icons of all files, folders, and applications on thecomputer.
Establish a backup strategy that allows for the recovery ofdata.
Preventive maintenance helps to ensure optimal operation ofthe OS.
Tools for troubleshooting an OS problem include WindowsAdvanced Options menu, event logs, device manager, andsystem files.
Instructor TrainingActivities
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Instructor TrainingActivities
Activities for Instructor Training1. Take the Quiz provided in Chapter 5 course content.
2. Complete the 3 worksheets, 2 activities, and 7 labsincluded in Chapter 5. While you are completingthese, make notes of potential issues and questionsthat students may have.
3. Conduct Internet research to pre-screen onlineresources for students to use in completing thefollowing student worksheets:5.2.2 NOS Certifications and Jobs5.3.2 Upgrade Components
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1. Take the Quiz provided in Chapter 5 course content.
2. Complete the 3 worksheets, 2 activities, and 7 labsincluded in Chapter 5. While you are completingthese, make notes of potential issues and questionsthat students may have.
3. Conduct Internet research to pre-screen onlineresources for students to use in completing thefollowing student worksheets:5.2.2 NOS Certifications and Jobs5.3.2 Upgrade Components
Instructor Training Discussion Share and discuss with the other instructors, your list
of any potential student issues and questionsregarding the worksheets, activities and labs.
Share with the other instructors, your list of onlineresources for students to use in completing theresearch worksheets.
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Share and discuss with the other instructors, your listof any potential student issues and questionsregarding the worksheets, activities and labs.
Share with the other instructors, your list of onlineresources for students to use in completing theresearch worksheets.
Q and A
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