CHAPTER 6 Supporting Windows XP Professional After completing this chapter, you will be able to: Identify the most common operating system problems. Explore options for addressing operating system problems. Determine when and how to use safe mode, LastKnownGood configuration, and Recovery Console startup options. Determine when and how to restore the computer to a previous state by using System Restore and Automated System Recovery. Create virtual RAM to increase operating system and application performance. When the operating system fails to perform correctly, users often cannot run any other program, and therefore cannot perform their work. The risk of losing important data also exists if problems are not corrected. In this chapter, you examine the most common operating system problems that users encounter, and explore options for addressing those problems. The Most Common Operating System Problems Some of the most common problems that users encounter with the operating system are: A device stops responding after a driver is changed. The operating system becomes unstable after a driver or other application is installed. The operating system fails to respond, or does not start correctly. The operating system does not start at all The operating system operates very slowly when multiple applications are running. The following sections describe methods for addressing each of these problems. These methods can also be used to addess a wide variety of other operating system problems.
78 Supporting Windows XP Professional TIP You should try these tools in the order they are listed. In other words, try starting the system in safe mode first. If you cannot resolve the problem, then try Last Known Good configuration, and so forth. Starting the Operating System Using Special Tools Windows XP Professional comes with several tools that enable you to start it when it does not start up as normal. By using one of these tools, you can either troubleshoot a problem or restore the computer to a configuration that was known to work correctly. When you encounter a problem with the operating system s startup, your first course of action is to start it with one of the following special tools: 1. Safe mode 2. LastKnownGood configuration 3. Recovery Console Starting the Operating System in Safe Mode When Windows XP Professional does not run normally, your first step in addressing the problem is to restart the computer in safe mode. Safe mode is an advanced boot option. Advanced boot options in Windows XP Professional enable you to start the computer when you cannot start it normally. Safe mode is the advanced boot option that is most often used. Safe mode is designed to help you narrow the focus of your troubleshooting efforts. When you start a computer in safe mode, you are starting it with a limited number of default settings and drivers in place. These include a VGA video driver, a Microsoft mouse driver, and the minimum number of device drivers necessary to start the computer. When the computer does not start after you install new software, you might be able to start it in safe mode with minimal services running, and then change your computer settings or remove the newly installed software that might be causing the problem. To access safe mode, you press F8 when prompted during the startup process. You then see three safe mode options on the Advanced Boot Options page, as shown in Figure 6-1. These are described in Table 6-1. Choose the appropriate option by using the arrow keys.
Supporting Windows XP Professional 79 FIGURE 6-1 Advanced Boot Options page TABLE 6-1 Safe mode options Safe Mode Option Safe Mode Safe Mode with Networking Safe Mode with Command Prompt Description Starts the computer by using only the minimum services and drivers Starts the computer by using only the minimum services and drivers, plus network connections Starts the computer by using only the minimum services and drivers; after logging on, the command prompt is displayed instead of the Windows XP Professional desktop, Start menu, and taskbar If a symptom does not reoccur when you are in safe mode, then the minimum services and drivers are not contributing to the problem. If the computer starts in safe mode, and the symptom reoccurs, it is realted to minimum services and drivers. If this is the case, then you should try to return the computer to a previous state by using either the LastKnownGood configuration, or by using System Restore, both of which are discussed later in this chapter. If the computer does not successfully start by using safe mode, then you might need to use the Recovery Console feature to repair the system, or start the computer by using the LastKnownGood configuration, which is discussed next.
80 Supporting Windows XP Professional Starting the Operating System by Using the LastKnownGood Configuration If your computer does not start using safe mode, then the problem might have been caused by a change made to the computer. You might be able to use the LastKnownGood configuration to undo the change that is causing the problem. LastKnownGood is the configuration that was in place the last time Windows successfully started. Understanding the LastKnownGood Configuration The registry is a database that contains all the configuration information for a computer. The registry is made up of a hierarchical arrangement of keys and subkeys, similar to that shown in Figure 6-2. Keys and subkeys are like folders and subfolders. A control set is a subkey that contains system information, such as what services to start, and which device drivers to load when the computer starts. A configuration is a pointer stored in the KEY_LOCAL_MACHINE\SYSTEM\SELECT subkey of the registry. The pointers in this subkey point to control sets. One of these configurations is the LastKnownGood configuration. The LastKnownGood configuration is the last control set that was used to successfully start the computer. FIGURE 6-2 Configuration sets When to Use the LastKnownGood Configuration You use the LastKnownGood configuration to troubleshoot the types of problems described below. After a new device driver is installed, the operating system does not respond. This configuration will not contain any information about the new possibly defective driver.
Supporting Windows XP Professional 81 A critical device driver is disabled. If certain critical drivers are damaged, the operating system automatically reverts to the LastKnownGood configuration the next time the computer starts. When NOT to Use the LastKnownGood Configuration The LastKnownGood configuration is not effective if you have logged on since the change you want to recover from was made. This is because system information is copied to the LastKnownGood configuration when you log on. It also is not effective for troubleshooting startup problems that are caused by hardware, corrupted files, or issues that are not related to system configuration changes. To start the computer by using the LastKnownGood configuration, do the following: 1. Do not log on. 2. Restart the computer, and when you see the prompt, Please Select The Operating System To Start, press the F8 key. 3. Use the arrow key to highlight the LastKnownGood configuration, and then press Enter. 4. If you have a dual-boot configuration, select the operating system that you want to start, and then press Enter. Starting the Operating System by Using the Recovery Console If safe mode and the LastKnownGood configuration do not enable you to start the computer and fix the problem, then use the Recovery Console. You can install the Recovery Console as a startup option after installing the operating system, or you can run it from the Windows XP Professional CD. Installing the Recovery Console enables you to choose it as an option on the operating system selection menu. When you use the Recovery Console to start the operating system, you can perform a wide variety of tasks, including: Reading and writing data on a local drive formatted with the FAT or NTFS file systems. Copying important data to removable media, such as a floppy disk or CD. Formatting drives on a hard disk. Repairing the system by copying a file from a floppy disk or CD. Starting services that need to be started, or stopping services that are causing problems.
82 Supporting Windows XP Professional Installing the Recovery Console as a Startup Option The Recovery Console can be installed as a startup option only when Windows XP Professional is functioning properly. Installing it as a startup option ensures that it will be available when you need it. If you do not install it as a startup option, then you must run it from the Windows XP Professional CD. To install the Recovery Console as a startup option, do the following: 1. With only Windows XP Professional running, insert the Windows XP Professional CD in the CD-ROM drive. 2. Click Start, click Run, type cmd, and then click OK. 3. Change directories to your CD-ROM drive by typing x: (where x is the letter of your CD-ROM drive). 4. If you are using a 32-bit computer, type \i386\winnt32.exe/cmdcons; if you are using a 64-bit computer, type \ia64\winnt32.exe/cmdcons. Then, press Enter. 5. Click Yes to install the Recovery Console, and then follow the directions on the screen. TIP To use the Recovery Console, you must know the Administrator password for the computer. Also, since GUI mode is not available, you must be able to locate and identify problem files by using basic commands. Running the Recovery Console From the CD To run the Recovery Console from the Windows XP Professional CD, do the following: 1. Insert the Windows XP Professional CD in your CD-ROM drive, and then restart the computer. 2. When the prompt, Press Any Key To Boot From CD, appears, press Enter. 3. On the Setup Notification screen, press Enter. 4. On the Welcome To Setup screen, type r for recovery. 5. Select the operating system you want to repair, and then type the Administrator password. 6. Use the appropriate commands to complete the desired tasks. Exercise 6-1: Understand Recovery Console Commands The Windows XP Professional Help file contains each Recovery Console command, command parameters called switches, and the syntax for their use. In this exercise, you write the syntax of the command to perform the desired Recovery Console task.
Supporting Windows XP Professional 83 1. To find the information you need to complete this exercise, click Start, click Help And Support, type Recovery Console in the Search box, and then press Enter. 2. In the Search Results box, click Recovery Console Commands. Click each command to find the required information for each question below. 3. What is the command to find a list of the files and subdirectories on the C: drive? 4. What is the command to delete the virus.exe file from the i386 folder on the D: drive? 5. What is the command to enable the service named driver cdrom.sys that is located in the windows\system32\drivers folder on the C: drive to automatically start? 6. What is the command to add a 10 GB partition to your only hard disk? 7. What is the command to add a new partition boot sector to your system partition? Exercise 6-2: Start the Computer by Using Special Tools For each of the following scenarios, decide which of the special tools you would use to start the computer. Then, start your computer using that option. 1. You install software and your system becomes unstable. You want to determine whether or not the instability is in the operating system.
84 Supporting Windows XP Professional 2. You make configuration changes, and accidentally delete a critical file. The computer stops responding and when you reboot, it does not start normally. A copy of the file exists in a folder on the server. 3. A user downloads a file from an e-mail message, and it contains a virus. You are able to remove the virus and want to ensure that any registry values it changed revert to the previous state. 4. You need to format the entire hard disk of a computer, but cannot log on to do so. Restoring the Operating System by Using System Restore In addition to the LastKnownGood configuration (and rolling back drivers, which was discussed in Chapter 5), Windows XP Professional offers the System Restore and Automated System Recovery tools for returning the operating system to a previous state. You use System Restore to restore the computer to a previous state when you want to ensure that you do not lose any work users have done since that point. You use Automated System Recovery only if all other restoration efforts fail. Restoring the Operating System by Using System Restore System Restore is a Windows XP Professional component that enables you to restore the computer to a previous state without losing changes to data, such as that contained in documents, Favorites, images, or e-mail. System Restore works by restoring the operating system to an identified restore point. Restore points are automatically created once a day at a set time. They can also be made manually. Restore points are like a picture of your computer at a specific moment in time. They capture the exact state of the system at that moment. Because automatic restore points are created every day, you can usually choose a very recent restore point to revert to. You might want to manually create a restore point before major changes are made to the system, such as installation of a driver or application.
Creating Restore Points Supporting Windows XP Professional 85 You should manually create a restore point before you make changes to the computer s system files or install an application, unless you are sure the application is compatible with the operating system and all other applications running on the computer. To create a restore point, do the following: 1. Click Start, click Help And Support, and then under Pick A Task, click Undo Changes To Your System With System Restore. 2. Click Create A Restore Point, click Next, type a name for the restore point (such as, Before ApplicationX Installation ), and then click Create. Reverting to Restore Points System Restore preserves existing data by not restoring certain types of files to a previous point. These include all files created with Microsoft Office applications, and those files created with most other applications; e-mail files; browsing history files; and Favorites. Additionally, System Restore does not restore anything in the My Documents folder. To ensure that a specific type of file is not restored to a previous point, put it in the My Documents folder. Windows XP creates several types of restore points, including: Initial System Check Point. This restore point is created the first time the computer is started after upgrading to or installing Windows XP Professional. Restore to this point only when you want to lose all system changes that occurred after installation. Program Name Installation Restore Point. When you install a program by using InstallShield or Windows XP Professional Installer, System Restore creates a restore point. Restore to this point when you want to remove the installed files and registry settings. To revert to changes made by a program that was installed in another way, select the first restore point before the program was installed Windows XP Professional Automatic Update Restore Points. When you install updates, a restore point is created. If you download the updates but do not install them, then a restore point is not created. Restore to this point to undo changes caused by an update. Manually Created Restore Points. When you manually create a restore point, it enables you to roll back any changes that you made after that point. Restore Operation Restore Points. Any time that you restore the computer to a previous point, a new restore point is created. Restore to this point when you want to undo the restoration you recently performed.
86 Supporting Windows XP Professional Unsigned Device Driver Restore Points. Anytime the operating system detects that you are installing an unsigned device driver, it creates a restore point. Restore to this point when you notice problems after installing a driver. However, you might want to try rolling back the driver first (see the section Rolling Back Drivers in Chapter 5). Microsoft Backup Utility Recovery Restore Point. Immediately before beginning any Backup utility operation, System Restore creates a restore point. Restore to this point when you or someone else performs any action with the Backup utility, and that action results in an undesirable state. System Restore restores the following: Registry settings Profiles (local only roaming user profiles are not restored) COM+ database objects WFP.dll cache WMI database IIS metabase System Restore does not restore the following (and they are not affected by the use of System Restore): Passwords User-created data stored in the user profile Contents of the My Documents folder Contents of redirected folders WPA settings (Windows authentication information is not restored) Items listed in the FILESNOTTOBACKUP or KEYSNOTTORESTORE subkeys of the HKEY_LOCAL_MACHINE\SYSTEM\CONTROLSET001\B ACKUPRESTORE key in the registry. To revert to a restore point using System Restore, do the following: 1. Access System Restore through Help And Support. 2. Follow the instructions shown in the System Restore Wizard. Restoring the Operating System by Using Automated System Recovery Automated System Recovery (ASR) is the last resort for restoring the operating system to a previous state. ASR recovers only the system state of the operating system, and the disk configurations; it does not recover any files or applications.
Supporting Windows XP Professional 87 IMPORTANT When you use ASR, all data will be lost and all applications must be reinstalled. Never perform an automated system recovery until you have consulted your instructor or faculty advisor and gained their permission. Creating ASR Recovery Disks 1. Click Start, point to All Programs, point to Accessories, point to System Tools, and then click Backup. 2. In the Backup Utility Wizard, click the Advanced Mode button. 3. On the Tools Menu, click ASR Wizard. 4. Follow the directions on your screen. IMPORTANT You will need a blank 1.44 MB floppy disk to save your system settings, and removable media such as a CD to save the backup files. Only the system files necessary for starting your computer are saved by this procedure. To backup your data, see Backing Up Files and Folders in Help. Recovering from a System Disaster by Using ASR 1. Make sure you have the following items before you begin the recovery procedure: Your previously created ASR floppy disk. Your previously created backup media. The original Windows XP Professional installation CD. 2. Insert the Windows XP Professional installation CD into your CD drive. 3. Restart your computer. If prompted to press a key in order to start the computer from CD, press the appropriate key. 4. Press F2 when prompted during the text-only mode section of Setup. You will be prompted to insert the ASR floppy disk you have previously created. 5. Follow the directions on the screen.
88 Supporting Windows XP Professional Guidelines for Restoring the Computer to a Previous Point When you restore the computer to a previous point, you should always use the tool that will be the least disruptive to the system while enabling you to make the desired change. Use the following guidelines: Create restore points before you perform any major configuration changes. For critical systems, create ASR backups and ASR disks on a regular schedule. Regularly back up important data, such as your help desk ticket tracking system. Table 6-2 lists suggestions for the best tool to use for specific problems. TABLE 6-2 Recommended tools for specific problems Problem After installing or updating a driver, the device stops working After installing or updating a driver, you can log on but the system is unstable After installing or updating a driver, the operating system stops responding After making configuration changes, the operating system experiences significant problems You need to restore the operating system to a previous point without losing user data You make configuration changes, and the operating system then fails to respond You install an application that causes your system to become unstable, and you want to remove all components of the application The operating system, including the LastKnownGood configuration, does not start Solution Roll back the driver to revert to the previous working driver Roll back the driver to revert to the previous working driver; if system stability does not improve, use System Restore to restore the operating system settings to a restore point before the driver was installed Use the LastKnownGood configuration to start the computer; disable the driver, then restart the computer and roll back the driver Use System Restore to restore the computer to the restore point you created prior to making the configuration changes; if this does not work, use the LastKnownGood configuration Use System Restore Use the LastKnownGood configuration to revert the operating system to an operable state Use the LastKnownGood configuration to revert any registry settings the application might have changed Use ASR
Supporting Windows XP Professional 89 Exercise 6-3: Restore the Operating System to a Previous Point IMPORTANT In this exercise, you make major changes to a computer system. Ensure that the computer system on which you are working contains no critical data, and that it can be reconfigured if necessary. Your instructor will provide you with a computer on which to perform the following tasks. If any process asks you to restart the computer, do so: 1. Log on using an account with Administrator privileges. 2. Create a restore point, and name it Before Configuration Changes. 3. In Device Manager, navigate to the CD-ROM device, and upgrade the driver to the driver on a floppy disk provided by your instructor. Ignore any warning messages that appear as you try to install the driver. 4. Attempt to access the CD-ROM drive and verify that it is not working. 5. Use the Roll Back Driver option to revert to the previous working driver. 6. Verify that the CD-ROM drive is functional again. 7. Create a restore point named Application (where Application is the name of a non-critical application installed on the computer). Uninstall the application. Verify that the application is not installed. 8. Use System Restore to roll the system back to the Application restore point. (your system will restart). 9. Verify that the application you deleted has been restored.
90 Supporting Windows XP Professional 10. Create a set of ASR disks. You should store these disks for later use in case you need to recover the operating system. Remember that recovering the operating system in this manner means that you will lose all programs and data on the computer unless you somehow copy that data to another system first. Increasing Virtual RAM One of the main problems that users complain of is computers operating too slowly, especially when multiple applications, or instances of applications are open. This problem is often caused by insufficient available RAM. Windows XP Professional enables you to increase virtual RAM by designating part of the hard disk to operate as RAM. Increasing virtual RAM helps you address issues associated with insufficient RAM. When you increase virtual RAM, you are actually increasing the size of the paging file. MORE INFORMATION For more information on how RAM, virtual RAM, paging files, and the hard disk work together, see Chapter 2, Understanding Hardware. TIP For best performance, set the Initial Size to not less than the recommended size under Total Paging File Size For All Drives. The recommended size is equivalent to one and a half times the amount of RAM on your system. To increase virtual RAM, do the following: 1. Click Start, right-click My Computer, and then click Manage to start Computer Management. 2. In the Computer Management console, right-click Computer Management (Local) and then click Properties. 3. On the Advanced tab, in the Performance section, click Settings. 4. On the Performance Options page, in the Virtual Memory section, click Change. 5. On the Virtual Memory page, click Custom Size, alter the minimum and maximum sizes for the paging file, and then click OK three times.