Chapter 12: Advanced Operating Systems

© 2007 Cisco Systems, Inc. All rights reserved. Cisco PublicITE PC v4.0 Chapter 12 1

Chapter 12: Advanced Operating Systems

IT Essentials: PC Hardware and Software v4.1

ITE PC v4.0 Chapter 12 2© 2007 Cisco Systems, Inc. All rights reserved. Cisco Public

Chapter 12 Objectives 12.1 Select the appropriate operating system based on

customer needs 12.2 Install, configure, and optimize an operating

system 12.3 Describe how to upgrade operating systems 12.4 Describe preventive maintenance procedures for

operating systems 12.5 Troubleshoot operating systems


Brands and Versions of Operating Systems Various brands of operating systems

Microsoft Windows

Apple Mac OS

UNIX and Linux

Several versions or distributionsWindows 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 one for your customer


Select the Appropriate Operating System

Remote Desktop

Network Sharing

Scalable CPU Support

EFS Support

Enhanced Security

Microsoft Windowsxp Professional

YES YES YES YES YES

Microsoft Windowsxp Home Edition

No YES No No No

Microsoft Windowsxp Media Center Edition

YES YES YES YES YES

Microsoft Windows2000 Add-On YES YES YES YES

Select hardware that meets or exceeds the minimum requirements for the OS


Operating Systems Capabilities An operating system is the interface between the user

and the computer.Provides a bridge between the hardware and applications Creates a file system to store data Manages applications Interprets user commands

Operating systems have minimum requirements for hardware.


Network Operating System (NOS) A network operating system (NOS) is an operating

system that contains additional features to increase functionality and manageability in a networked environment.

Examples of network operating systems: Windows 2000 Server Windows 2003 Server UNIX Linux Novell NetWare Mac OS X


Server NOSThe NOS is designed to provide network resources to

clients: Server applications, such as shared databases Centralized data storage Directory services that provide a centralized repository of

user accounts and resources on the network, such as LDAP or Active Directory

Network print queue Network access and security Redundant storage systems, such as RAID and backups


Network ProtocolsNetwork operating systems provide several protocols designed 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


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


Default and Custom Installations A default installation requires minimal user interaction. A custom installation allows the user to customize the

regional settings and the network settings. The technician can automate and customize a Windows

XP Pro installation to include the following features:Productivity applications, such as Microsoft Office

Custom applications

Support for multiple languages

OS Deployment Feature Pack using Microsoft Systems Management Server (SMS)

Hardware device drivers


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 operating system directly to the hard drive with no user intervention.

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

OS Deployment Feature Pack using Microsoft Systems Management Server (SMS), which can dramatically simplify deployment of an operating system across the organization.


Disk Structure

Types of partitions on a hard drive:Primary partitions

Extended partitions

Logical drives

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

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

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

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


Disk Management Utility

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



File Systems of Windows XP

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

FAT32NTFS - greater stability and security features

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



File Extensions

Windows file systems require at least three characters after the last period (.) of a file extension

Valid file name: My_file.txtInvalid file name: My_file.xt

By default, Windows does not display the file extensionThis practice can cause security problemsSome viruses are executable files disguised as a non-executable file

To avoid this security breach, you should always show file extensions:

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



System Tools

To maintain and optimize an operating system:

Disk error checking which can scan the hard drive for file structure errors

Hard drive defragmentation consolidates files for faster access

Optimize the performance of operating systems


Virtual Memory

Swap file uses free space on the hard drive to temporarily 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 always

helpful and may slow down the computer



Virtual Memory Settings in Windows XP


Disk Defragmenter

Disk Defragmenter makes files on the hard drive contiguous and speeds up the reading of files.

To defragment a driveDouble-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 programsDesigned to be automatically deleted later

Some must be deleted manually. Check these locations:

C:\temp, C:\tmp, C:\windows\temp, C:\windows\tmp, C:\documents and settings\%USERPROFILE%\local settings\temp



Services

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

Only necessary services should be started

Services 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 Web Browser and Email

Web browsers and e-mailTypically the most-used applications

Optimizing them should increase the computer’s performance Microsoft’s 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 informationCookies are information transmitted between a web browser and a web server with the purpose of tracking user information to customize the page delivered to the user.


Internet Explorer Browser Options

To access these settings: Open an IE window Go to Tools menu Select Internet Options


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. Adjustable settings 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


Configure Email Client SoftwareUse the following information to set up an email

account 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


Email Protocols Post Office Protocol version 3 (POP3)

Downloads email from a server to manipulate and store on local computer.

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.


Set Display Properties

Screen resolutionDetermines the number of pixels displayed. A higher number of pixels will display a better picture.

Refresh rateThe rate the screen image is refreshed. Refresh rates are measured in Hertz (Hz) or times per second.

Display colorsColors created by varying the light intensity of the three basic colors.

Set screen resolution and update video driver


Upgrade the Video Driver The Windows default video driver may work, but may not

provide all performance options. To upgrade the driver:

Download most recent driver

Remove the current driver

Disable anti-virus software

Install the new driver

Enable anti-virus software

Restart the computer


Troubleshoot Video Driver Issues

Troubleshooting problems after installing video driverExample: After performing the graphical performance steps and restart the 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 PropertiesResearch possible driver issues

Set screen resolution and update video driver


Dual-Boot Process

There is a dual-boot process for multiple operating systems on 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 partition

Install the oldest OS on the primary partition or the hard drive marked with 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


The boot.ini File

During installation, the boot.ini file is created on the active partition to allow choice of OS to boot.

boot.ini can be edited to changethe 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. In the Startup and Recovery area, select Settings. Click Edit.

Installation of a second operating system


Upgrading Operating Systems

Operating systems must be upgraded periodicallyTo 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 computerUse Microsoft Upgrade Advisor to scan the system for incompatibility issues before upgrading

Upgrade Advisor is free and downloadable from the Microsoft Windows website

Backup all data prior to beginning the upgrade

Describe how to upgrade operating systems


Preventive Maintenance for OS

Automating scheduled updates

Installing service packs Using Restore Points if

necessary to restore the system to a previous state


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 > System

Tools > Scheduled Tasks Double-click Add Scheduled Task

Scheduled Tasks utility is a Windows-based GUI utility.


Schedule Automatic Tasks and UpdatesCLI automatic updates in the command line. Use the at command to automatically schedule a

command, a script file, or an application to run at a specific date and time.

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

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


Automatically Update Windows XPSchedule automatic tasks and updates Settings to choose from regarding Windows XP

updates:Automatic (need to specify a date and time)

Download updates for me, but let me choose when to install them

Notify me but don't automatically download or install them

Turn off Automatic Updates

To access Automatic Updates:Select Start > Control Panel > double-click Automatic Updates


Restore PointsSet restore points Restore points return the OS to a predefined point in

time. If installation of an application or a hardware driver

causes problems, try uninstalling the application or driver

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

To access the System Restore utility:Select Start > All Programs > Accessories > System Tools > System Restore


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 and registry settings used by the Windows OS.

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

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


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


Level-one Technician Gathers Data

Description of problem by the level-one helpdesk technician:

Customer cannot surf the Internet or access any network resources.

Customer can login to the network using other computers.

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

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

Step 1: Gather data from the customer


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 access with your desktop computer?

Are there any network resources that you can access?

When were you last able to access the network from your desktop?

Level-two technician draws these conclusions:In the office, no resources can be accessed.

When using the modem to connect, no problems are experienced.

The problems started just after a new update was installed.


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 of details.

Technician draws these conclusions:Focus on an operating system problem.


Verify the Obvious IssuesStep 2: Verify the obvious issuesTechnician asks some general questions and some

related 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 properly

working device? Do the mouse and keyboard work? Have any cables been added or disconnected?


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.


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


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 runs diagnostic 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.


Evaluate Problem & Implement SolutionStep 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 the installation of the update.

Technician decides on a solution:Restore the computer to the state it was in before the automatic system update ran on the computer.

Technician takes this action:Ask customer to use the System Restore application.


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 network connectivity.

To prevent the problem from occurring again:Set Automatic Updates to require permission of the network administrator or the user.


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


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 customer of the work that was performed.

If the solution is acceptable, the technician can finish the documentation 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


Closed Work OrderStep 6: Close with the customer Make two copies of the

final work order and documentation

One for the customer

One for the technician


Common Problems and SolutionsProblem Symptom Possible Solution

You have a dual-boot system, but you are unable to access the second operating system.

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

A screen goes blank after you install an updated graphics driver.

If the new driver is bad, boot to VGA mode and use Roll Back Driver to restore the previous driver.

A customer plans to install Windows XP on 100 computers in a branch office over a weekend, but is very concerned about how much time it will take.

Advise the customer that the installation CD will take too long. Consult with customer about one of the automated installation solutions.

The customer is receiving warnings about the hard drive becoming too full.

Run the Disk Cleanup utility to delete temporary files.

A customer receives error messages that an application will not launch because a required service is not running.

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


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 the

operating 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 following steps:

Receive the work order

Research the problem

Take the customer through various steps to try and resolve the problem

Document the problem and the resolution


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 avoid

problems Knowing which preventive maintenance procedures are

appropriate for the customer Knowing how to troubleshoot operating system problems


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Chapter 12: Advanced Operating Systems

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