CHAPTER 1 (I)

CHAPTER 1

Troubleshooting Hardware Failures

Windows 7 is the newest addition to the family of Windows client operating systems, a family that includes Windows XP and Windows Vista. If you are an enterprise support technician in a company that has deployed Windows 7, you are likely to be responsible for supporting not only this operating system, but also any client applications that run on Windows 7 and the physical computers that support this software.

As part of this job, therefore, you need to know which tools you can use to diagnose faulty hardware and how to use them. Windows 7 includes many such tools, such as built-in troubleshooters, memory diagnostic software, disk diagnostic software, and other utilities.

This chapter introduces you to these tools, along with strategies for troubleshooting particular hardware components.

■ Identify and resolve hardware failure issues.

Lessons in this chapter:

■ Lesson 1: Using Windows 7 Hardware Troubleshooting Tools 2

■ Lesson 2: Troubleshooting Hardware Components 35

Before You Begin

To complete the exercises in the chapter, you must have the following:

■ A computer running Windows 7 Professional, Enterprise, or Ultimate

■ Basic knowledge of Microsoft Windows

Lesson 1: Using Windows 7 Hardware

Troubleshooting Tools

In this lesson, you learn about tools available in Windows 7 (such as the Action Center,  Windows 7 troubleshooters, Reliability Monitor, Event Viewer, and Device Manager) that  you can use to start troubleshooting computer failures. The lesson then introduces other tools (such as Startup Repair, Windows Memory Diagnostic, Chkdsk, and Disk Defragmenter) that you can use to troubleshoot, diagnose, and repair failures related to a specific hardware component.

After this lesson, you will be able to:

■ Use several tools in Windows 7 to troubleshoot hardware failures.

Estimated lesson time: 60 minutes

Troubleshooting with the Windows 7 Action Center

When you are troubleshooting a computer problem of an unknown origin, the first and easiest place to check for information about that problem is the Action Center. The Action

Center is an expanded version of the tool that was called the Security Center in Windows Vista. In Windows 7, the newly expanded Action Center displays more than security warnings.

Now it displays all types of important alerts that require user action. Although these alerts often indicate software problems related to security (such as faulty firewall or antivirus settings) or maintenance (such as failed backups), they can also indicate certain types of hardware problems, such as those related to missing or incompatible device drivers. The

Action Center is shown in Figure 1-1.

FIGURE 1-1 The Windows 7 Action Center

You can access the Action Center by clicking the flag icon in the notification area of the taskbar. When you click this icon, a menu appears (as shown in Figure 1-2) and displays links to view any alert messages, to initiate recommended actions, and to open the Action Center itself.

FIGURE 1-2 The Action Center displays a flag in the Notification Area.

Note that even if you don’t see any alert messages in the Action Center that are related to the problem you are trying to solve, you can still use the Action Center to connect to other important troubleshooting tools. For example, from within the Action Center, you can open Control Panel troubleshooters and Reliability Monitor, both of which are described later in this chapter.

Enabling Alerts in the Action Center

You can configure the Action Center to limit the type of alert messages that it displays. For this reason, if you are troubleshooting a hardware failure and no related alerts are displayed in the Action Center, you should verify that Windows Troubleshooting messages have not been turned off. To do so, in the Action Center, first select the Change Action Center Settings option, as shown in Figure 1-3.

FIGURE 1-3 Changing Action Center settings

Then, under Turn Messages On Or Off, verify that the Windows Troubleshooting check box is selected, as shown in Figure 1-4.

FIGURE 1-4 Disabling Windows troubleshooting messages in the Action Center

Troubleshooting with Windows 7 Troubleshooters

Another new tool you can use to diagnose hardware failures in Windows 7 is a troubleshooter. Troubleshooters are wizards that automatically attempt to diagnose and repair common computer problems. Windows 7 includes many built-in troubleshooters, but many more are likely to appear through third-party vendors by means of the new Windows Troubleshooting Platform. The Windows Troubleshooting Platform exposes detailed troubleshooting information about the Windows environment through a scripting interface and then provides a simple framework for creating new troubleshooting wizards. As a result, software vendors, equipment manufacturers, and even administrators can create new troubleshooters that help diagnose and fix a particular device, application, or configuration area. For example, an external hard drive manufacturer can easily create a troubleshooter that helps customers diagnose and fix errors related to this hard drive before the customers call tech support. Also, an administrator can create a troubleshooter that detects and fixes the most commonly observed problems on the local business network, and then she can instruct users to run this troubleshooter before calling the help desk.

REAL WORLD

J.C. Mackin

How useful are troubleshooters, really? The troubleshooters built into Windows 7 are not designed to provide Tier 2 support, so they are most useful in helping ordinary users check for basic problems. However, there is a reason to be optimistic about the future of this new technology because the power of the Windows Troubleshooting Platform is impressive. Troubleshooters have the potential to dig deep and investigate many low-level configuration settings in a way that will make these tools suitable for Tier 2 support. This potential is best exploited by vendors who know their specific product well and can make targeted troubleshooters that investigate these low-level settings. Troubleshooters will therefore be most useful to Tier 2 desktop support technicians if third-party vendors take advantage of the Windows Troubleshooting Platform to help support their products. Whether that actually happens in a significant way, however, remains to be seen.

At the time of this writing, Windows includes 23 built-in troubleshooters, all of which are shown in Table 1-1. A few of these built-in troubleshooters, such as Hardware And Devices, Playing Audio, and Network Adapter, are designed to help diagnose hardware problems specifically. In addition, the System Maintenance troubleshooter includes a routine to check locally attached hard disks for bad sectors, lost clusters, cross-linked files, and directory errors.

Of the 23 troubleshooters listed, all but Devices And Printers are available in Control Panel. The Devices And Printers troubleshooter is discussed later in this lesson in the section

“Running the Devices And Printers Troubleshooter.”

NOTE TROUBLESHOOTING PACKS

The features of each troubleshooter are defined in a set of scripts called a troubleshooting pack. Troubleshooting packs are created by using Windows PowerShell, a scripting language and execution environment used for Windows administration. Windows PowerShell is relatively easy to learn, so you do not have to be a seasoned programmer to create a troubleshooting pack. You can view the troubleshooting packs installed on your system by navigating to

C:\Windows\Diagnostics\System.

TABLE 1-1 Built-in Windows 7 Troubleshooters

TROUBLESHOOTER -TROUBLESHOOTING GOAL-CATEGORY

Aero-Display Aero effects such as transparency-Desktop Experience

Connection To A Workplace Using DirectAccess-Connect to your workplace network over the Internet.-Network Devices And Printers-Establish functionality for a device or printer.-Device, Printing Hardware And Devices-Use hardware and access devices connected to your computer.-Device Home Group-View computers or shared files in a home group.-Network

TROUBLESHOOTER	TROUBLESHOOTING GOAL	CATEGORY
Aero	Display Aero effects such as transparency.	Desktop Experience
Connection To A Workplace Using DirectAccess	Connect to your workplace network over the Internet.	Network
Devices And Printers	Establish functionality for a device or printer.	Device, Printing
Hardware And Devices	Use hardware and access devices connected to your computer.	Device
HomeGroup	View computers or shared files in home group.	Network
Incoming Connections	Allow other computers to communicate with your computer through Windows Firewall.	Network
Internet Connections	Connect to the Internet or to particular Web site.	Network
Internet Explorer Performance	Help prevent add-on problems, and optimize temporary files and connections.	Web Browser
Internet Explorer Safety	Help prevent malware, pop-ups, and online attacks.	Web Browser
Network Adapter	Establish functionality for Ethernet, wireless, or other network adapters.	Network
Performance	Help improve overall speed and performance of system.	Performance
Playing Audio	Play sounds and other audio such as music files.	Sound
Power	Help improve battery life and reduce power usage.	Power
Printer	Establish functionality for a printer.	Printing
Program Compatibility	Make older programs run in this version of Windows.	Programs
Recording Audio	Record audio input from microphone or other source.	Sound
Search And Indexing	Find items on your computer using Windows Search.	Windows
Shared Folders	Access shared files and folders on other computers.	Network
System Maintenance	Clean up unused files and shortcuts, check hard disk volumes for errors, and perform other maintenance tasks.	System
Windows Media Player DVD	Play a DVD by using Windows Media Player.	Media Player
Windows Media Player Library	Make media files show up in the Windows Media Player library.	Media Player
Windows Media Player Settings	Reset Windows Media player to default settings.	Media Player
Windows Update	Establish proper functionality for Windows Update.	Windows

Running Control Panel Troubleshooters

Most troubleshooters built into Windows 7 are available through the Troubleshooting item in Control Panel. You should become familiar with these Control Panel troubleshooters before you need them so that you know which ones can help you when a problem arises. For example, if in your job you are called upon to troubleshoot an audio device, it is helpful for you to know that a built-in Playing Audio troubleshooter is available through Control Panel. To access Control Panel troubleshooters, first open the Action Center and click Troubleshooting, as shown in Figure 1-5.

FIGURE 1-5 Opening Windows 7 troubleshooters in the Action Center

This step opens the main window of the Troubleshooting item in Control Panel, shown in Figure 1-6.

FIGURE 1-6 Troubleshooting in Control Panel

If you already see in this window a link to a particular troubleshooter (such as Configure A Device) that you want to run, you can select that link at this point. If you want to review

a complete list of all available troubleshooters without categories, click View All on the left side of the window.

Otherwise, choose a troubleshooting category. For example, if you want to troubleshoot a device, click the Hardware And Sound category to open the Troubleshoot Problems - Hardware And Sound page, shown in Figure 1-7. Within the Hardware And Sound category, the Windows 7 troubleshooters that are available at the time of this writing are Playing Audio, Recording Audio, Hardware And Devices, Network Adapter, Printer, and Windows Media Player DVD.

From the list of available troubleshooters, select the troubleshooter that you want to run.

For example, if you are having trouble with a network adapter, click Network Adapter. The first page of the Network Adapter troubleshooter is shown in Figure 1-8.

FIGURE 1-7 Hardware and sound troubleshooters in Windows 7

FIGURE 1-8 The Network Adapter troubleshooters

Running the Devices And Printers Troubleshooter

The Devices And Printers troubleshooter is a special, easy-to-access hardware troubleshooter that can quickly fix problems related to printers and peripheral devices.

Also known as the Troubleshoot command, this troubleshooter is available only through Devices And Printers, a new feature in Windows 7 that helps you manage peripheral devices and printers on the local machine. To open Devices And Printers, select Devices And Printers from the Start menu, as shown in Figure 1-9.

FIGURE 1-9 Opening Devices And Printers

Devices And

FIGURE 1-9 Opening Devices And Printers

Devices And Printers is shown in Figure 1-10

FIGURE 1-10 The Devices and Printers window in Windows 7

NOTE USING DEVICES AND PRINTERS

One of the best features about Devices And Printers is that it gives you a customized shortcut menu of options for each peripheral device. For example, by right-clicking

a mouse device and clicking Mouse Settings on the shortcut menu, you can open the Mouse Properties dialog box associated with the Mouse item in Control Panel. If you

right-click an external storage device, you are presented with options such as AutoPlay, Browse Files, and Eject. If you open the shortcut menu for a computer device (representing the local computer), you can access many more options, such as Networking Settings, System Properties, Region And Language, and Windows Update.

To start the Devices And Printers troubleshooter, simply right-click the device you want to troubleshoot and then select Troubleshoot from the shortcut menu, as shown

in Figure 1-11.

FIGURE 1-11 Starting a troubleshooter on a device

After you perform this step, the Devices And Printers troubleshooter starts running immediately, as shown in Figure 1-12.

FIGURE 1-12 The Devices And Printers troubleshooter starts running immediately by default.

Using Hardware Troubleshooters

Troubleshooters typically scan for errors and then give you an opportunity to fix any errors that are detected. The last page of the wizard provides a summary of the results found in the error scan.

Although troubleshooters typically detect configuration errors as opposed to hardware failures, you can still use the troubleshooter to help you determine whether a problem with

a device is caused by problems with the physical hardware. For example, if you are troubleshooting a Bluetooth device, the Hardware And Devices troubleshooter might reveal that the device needs to be enabled, as shown in Figure 1-13.

This outcome would suggest that the problems you are experiencing with the device are related to software configuration, not to the hardware itself.

FIGURE 1-13 Troubleshooters can suggest fixes for problems discovered.

However, if a troubleshooter detects a problem but cannot provide any information about this problem (as shown in Figure 1-14), this outcome could suggest that the device itself is malfunctioning. In this case, you can use other diagnostics provided by the device manufacturer to further test the functionality of the physical device.

FIGURE 1-14 Unspecified errors require further troubleshooting.

Configuring Settings for Troubleshooters

Clicking the Change Settings option on the main window of the Troubleshooting item in   Control Panel, as shown in Figure 1-15, opens the Change Troubleshooting Settings page.

FIGURE 1-15 Changing settings for troubleshooters

This Change Troubleshooting Settings page is shown in Figure 1-16.

FIGURE 1-16 Configuring features for troubleshooters

The Change Troubleshooting Settings page allows you to modify three settings related to Troubleshooters.

■ Windows Will Check For Routine Maintenance Issues And Remind You

When The System Maintenance Troubleshooter Can Help Fix Problems By defaults, the routine checks are enabled (set to On). This setting is relevant for diagnosing hardware problems—specifically hard disk problems—because the System Maintenance troubleshooter can alert you to some problems detected with the physical disk.

■ Allow Users To Browse For Troubleshooters Available From The Windows Online Troubleshooting Service

By default, this setting is enabled. If your users do not see the list of available troubleshooters expanding over time, be sure to verify that this setting is enabled.

■ Allow Troubleshooting To Begin Immediately When Started This setting affects only the Troubleshooting option in Devices And Printers; it simply determines whether this troubleshooter should skip the opening page of the wizard when this option is selected. By default, this setting is enabled.

Quick Check

■ A mouse device doesn’t seem to be working. What’s the quickest way to run a troubleshooter on the mouse?

Quick Check Answer

■ Open Devices And Printers, right-click the mouse, and click Troubleshoot from the shortcut menu.

Troubleshooting with Device Manager

If a troubleshooter does not automatically fix a problem related to hardware, open Device Manager for more information. Device Manager is a basic tool that you can use to determine whether there are any malfunctioning devices connected to the system.

To view failed hardware in Device Manager, follow these steps:

1. Click Start, right-click Computer, and then click Manage.

2. Under System Tools, click Device Manager.

3. Device Manager displays all locally attached devices. Problem devices (including any devices with which Windows 7 has failed to communicate) are displayed with a warning sign, as shown in Figure 1-17. If no categories are expanded and no devices are visible, then Windows has not detected a problem with any device.

FIGURE 1-17 You can access Device Manager in Computer Management.

If Device Manager detects a problem with a device, right-click the device and open its Properties dialog box. The Properties dialog box for the problem device shown in Figure 1-17 is shown in Figure 1-18.

FIGURE 1-18 Open the Properties dialog box for problem devices in Device Manager.

A common cause of hardware failure is a faulty driver. If the General tab of the Properties dialog box reports a problem with a device driver, click the Driver tab, as shown in Figure 1-19. From this tab, you can choose to update the driver or roll it back to the previously installed version.

FIGURE 1-19 Use the Driver tab of a device to update or roll back its driver.

You should choose to roll back the driver if it was working before you last updated it. If the previously installed driver did not function, or if no previous driver was ever installed,

you should update the driver. Note, however, that the normal way to update a driver is to download and run the most recent driver installation program from the device manufacturer’s Web site. You should use the Update Driver option only if no installation program is available for a functioning driver.

Note also that if Device Manager indicates a problem with a device but can provide no specific information about this problem, you should begin to suspect a hardware malfunction.

Troubleshooting with Reliability Monitor

Reliability Monitor is a tool whose purpose is to measure the stability of a system over time. In Windows 7, you can access Reliability Monitor through the Action Center by expanding the Maintenance Area and then clicking View Reliability History, as shown in Figure 1-20.

FIGURE 1-20 Opening Reliability Monitor in the Action Center

Reliability Monitor itself is shown in Figure 1-21.

Reliability Monitor presents a graphical view of the local computer’s reliability over the past 20 days or 20 weeks. As it rates the stability of the system over that period on a scale from 1 (low) to 10 (high), it traces a continuous blue line.

FIGURE 1-21 Reliability Monitor

To assess a system’s stability, Reliability Monitor tracks the following five categories of events:

■ Application failures

■ Windows failures

■ Miscellaneous failures

■ Warnings

■ Information

The Reliability Details area of Reliability Monitor provides more information about the tracked events. Note that any critical events that occur in the tracked categories lower the rating of the system during a given time period (day or week).

Using Reliability Monitor to Diagnose Hardware Failures

Reliability Monitor collects data about the software failures that have occurred in the recent history of the system. Because hardware failures lead to software failures, however,

this information is important even when you are troubleshooting system failures that you ultimately determine to be caused by faulty hardware.

When troubleshooting a failure of any sort, therefore, check Reliability Monitor to see if Windows has recorded any relevant information about the problem over time. Look specifically for any critical events in the Windows Failures category. If a user complains about Windows crashing, for example, you might find that this problem originated on a date after there was a known change to the system. Crashes that occur very infrequently might suggest an association with a specific application, as opposed to a hardware-specific problem. Crashes that occur during periods of high read or write activity (such as during a backup) might suggest an association with a hard disk drive.

Though Reliability Monitor can provide useful information for troubleshooting, it is also worth noting the limitations of Reliability Monitor as a diagnostic tool. Reliability Monitor can indeed be used to diagnose hardware errors, but it is useful only for those hardware failures that can be recorded by Windows. For example, Reliability Monitor can help you trace the nature of a memory failure that repeatedly causes stop errors. However, hardware failures that occur before Windows even starts naturally cannot be diagnosed by using Reliability Monitor.

In general, consider Reliability Monitor one useful option among the Windows diagnostic tools at your disposal when you are trying to determine the cause of a system failure.

Troubleshooting with Event Viewer

Event Viewer records events that are written to event logs in Windows and other applications.

On most computers, Event Viewer contains thousands of events, most of which can be safely ignored. However, when troubleshooting, you should examine the Event Log to find events that might help you uncover the source of the problem that you are trying to diagnose.

Remember, however, that not all problems generate an event. For this reason, it is possible that you will not see any events related to the issue you are troubleshooting.

To open Event Viewer and view hardware-related events, follow these steps:

1. Click Start, right-click Computer, and then click Manage.

2. Under System Tools, expand Event Viewer.

3. Under Event Viewer, expand Windows Logs, and then click System.

4. In the Actions pane, click Filter Current Log.

5. In the Filter Current Log dialog box, select the Critical and Error check boxes, and click OK.

Once you perform these steps, Event Viewer appears with only critical events and errors displayed, as shown in Figure 1-22.

For more information on troubleshooting with Event Viewer, see Chapter 8, “Performance,” and Chapter 9, “Troubleshooting Software Issues.”

FIGURE 1-22 Event Viewer

Browse through this filtered list of events. In particular, pay close attention to events with a source related to the hardware component that is experiencing problems. For example,

if you are experiencing disk errors, look for errors related to the system disk. If any such events are written, they could be crucial in helping you diagnose the issue in question.

REAL WORLD

J.C. Mackin

Don’t be overly concerned if you don’t understand many of the event log messages that appear in Event Viewer. If you see a critical error in the event log that you don’t understand, simply copy the event ID and message and then perform a search online to find out more information about it. When researching an event log message, be sure to read whatever information is available on Microsoft sites such as http://technet.microsoft.com and http://support .microsoft.com. However, there are other sites where you can research event IDs. One particularly useful site is http://eventid.net, which enables administrators to pool their knowledge about particular event IDs.

Troubleshooting Startup Failures with Startup Repair

A physically malfunctioning disk, motherboard, or RAM module can prevent a system from starting, but so can a faulty disk configuration. If you need to troubleshoot a system that does not start, you first need to rule out software configuration or data corruption errors on the disks as the cause.

Startup Repair automatically detects and fixes many hard disk errors that prevent Windows from starting. Startup Repair begins by analyzing boot sectors, the boot manager, disk configuration, disk integrity, boot configuration data (BCD) registry file integrity, system file integrity, boot logs, and event logs. Then, it attempts to solve any problems it has found.

This repair process can involve repairing configuration files, solving simple disk problems, replacing missing system files, or running System Restore to return the computer to an earlier state. Because Startup Repair performs these tasks automatically, you can solve startup problems much faster by using this tool than you would otherwise if you had to perform this analysis and repair manually.

Startup Repair helps you diagnose hardware failures precisely because it repairs common software configuration errors found on boot disks (typically hard disks). If Startup Repair fails to fix a Windows startup problem, you can normally remove disk configuration from the list of potential sources of the error you want to resolve. You can then turn your attention to other possible causes, such as a third-party disk partitioning utilities, physical disk problems, physical drive problems, an incorrectly configured basic input/output system (BIOS), faulty memory, or a faulty motherboard.

Launching the Startup Repair Tool

You access Startup Repair through the Windows Recovery Environment and its associated System Recovery Options, which are installed automatically on the boot disk by the Windows 7 Setup program. The Windows Recovery Environment is a light operating system that you can use to fix Windows problems offline. To open the Windows Recovery Environment, press F8 as your computer starts to open the Advanced Boot Options menu. Then, choose the Repair Your Computer option, as shown in Figure 1-23.

If the startup problem that you are diagnosing prevents you from accessing the Advanced Boot Options menu, you can access the Windows Recovery Environment and

System Recovery Options by booting from the Windows 7 DVD. With this latter method, the Install Windows wizard opens. Then, select your language, click Next, and choose the Repair Your Computer option on the second page of the Install Windows wizard, as shown in Figure 1-24.

FIGURE 1-23 Opening the Windows Recovery Environment from the Advanced Boot Options menu

FIGURE 1-24 Opening the Windows Recovery Environment through the Windows 7 DVD

Either method of starting the Windows Recovery Environment opens the first page of the System Recovery Options wizard, one version of which is shown in Figure 1-25. This particular version of the first page appears when you boot from the Windows 7 DVD. If instead you have chosen Repair Your Computer through the Advanced Boot Options menu, you are asked to specify a language, and then, on a second page, you are prompted to provide local user credentials.

FIGURE 1-25 Opening System Recovery Options

The last page of the System Recovery Options wizard is the main page and is common to all versions: the Choose A Recovery Tool page. To launch the Startup Repair tool, choose that option on the page, as shown in Figure 1-26.

FIGURE 1-26 Choosing the Startup Repair recovery tool

Figure 1-27 shows the Startup Repair tool running. During this period, it runs the following tests:

■ Check for updates

■ System disk test

■ Disk failure diagnosis

■ Disk metadata test

■ Target OS test

■ Volume content check

■ Boot manager diagnosis

■ System boot log diagnosis

■ Event log diagnosis

■ Internal state check

■ Boot status test

FIGURE 1-27 The Startup Repair tool

After it runs the tests and repairs the disk, Startup Repair displays a diagnosis of the startup error.

If Startup Repair finds no errors, you can turn to troubleshoot other system components, such as the physical memory or the physical disk.

Troubleshooting RAM with Windows Memory Diagnostic

Damage to RAM installed in a computer is a common source of system failures. Memory problems can prevent Windows from starting or can cause unpredictable stop errors when

Windows is already running. Memory-related problems typically cause intermittent failures and they are difficult to diagnose without a special diagnostic utility. If you suspect memory errors might be the cause of a computer problem, the special diagnostic utility that you can use in Windows 7 to test your computer’s memory is Windows Memory Diagnostic.

You must run Windows Memory Diagnostic offline, but you can start the tool in a number of ways on a system running Windows 7. From within the Windows interface, you can

schedule the tool to run the next time the system starts. You can also start the tool through the Windows Boot Manager menu or through System Recovery Options. Each of these three methods is described in the following section.

Scheduling Windows Memory Diagnostic to Start

Although you cannot run the Windows Memory Diagnostic tool while Windows is also running, you can use Windows to schedule the utility to run automatically the next time the

system starts. To do so, click Windows Memory Diagnostic from the Administrative Tools menu. Alternatively, you can click Start, type mdsched, select Mdsched from the Programs list, and then press Enter. Either method opens the Windows Memory Diagnostic window, shown in Figure 1-28.

FIGURE 1-28 Scheduling Windows Memory Diagnostic to run

In this window, you can choose either to restart the computer immediately and check for memory errors, or to check automatically for memory errors whenever you start the computer next.

Starting Windows Memory Diagnostic in Windows Boot Manager

If you want to perform memory diagnostics and Windows is not running, you can start the Windows Memory Diagnostic tool by selecting it in Windows Boot Manager.

Windows Boot Manager is a feature that enables you to choose an operating system to start when multiple operating systems are installed on the local machine. Typically, Windows Boot Manager does not appear when you have only one operating system installed. However, you can force Windows Boot Manager to appear by repeatedly pressing the spacebar as your system starts.

When Windows Boot Manager does appear, press Tab to change the selection from Windows 7 to Windows Memory Diagnostic, as shown in Figure 1-29. Then, press Enter to start the diagnostic tool.

FIGURE 1-29 Starting Windows Memory Diagnostic from Windows Boot Manager

Starting Windows Memory Diagnostic from System Recovery Options

The third way you can start the Windows Memory Diagnostic tool is through System Recovery Options. Like the Startup Repair tool, Windows Memory Diagnostic is available as an option on the Choose A Recovery Tool page, as shown in Figure 1-30.

Running Windows Memory Diagnostic

Whichever of the methods you use to start Windows Memory Diagnostic, the tool begins testing memory immediately when the program starts, as shown in Figure 1-31.

FIGURE 1-30 Selecting the Windows Memory Diagnostic recovery tool

FIGURE 1-31 Windows Memory Diagnostic performs two test passes by default.

Pressing F1 reveals the Windows Memory Diagnostic - Options page, as shown in Figure 1-32.

FIGURE 1-32 Options for Windows Memory Diagnostic

As shown on the Options page, you can perform three levels of testing: Basic, Standard, and Extended. Standard is the default level; it performs eight types of tests. Basic performs

only three types of memory tests, and Advanced performs 17. Whichever level you choose, the tests are performed twice by default. You can choose any number of test passes between 1 and 99.

REAL WORLD

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It is tempting to believe that you can simply run Windows Memory Diagnostic at the default settings to find out whether you need to replace a memory module.

In truth, though, an individual circuit used to store data in memory can malfunction a relatively small percentage of the time. Infrequent errors in physical memory can

cause occasional stop errors but still pass undetected by diagnostic tests that are not performed thoroughly.

Plan to use the default settings in Windows Memory Diagnostic for routine maintenance checks. But when a computer experiences stop errors for an unknown

reason, you should plan to perform much more thorough checks and let them run for many hours. Also, remember that the less frequently the errors appear, the more thorough the testing needs to be.

After Windows Memory Diagnostic completes testing, Windows starts. On the desktop, Windows displays a notification bubble with the test results, as shown in Figure 1-33. You can view related events in the System Event Log with the source Memory Diagnostics Results (event ID 1201).

FIGURE 1-33 A notification bubble for Windows Memory Diagnostic

If you do identify a memory failure, be sure to replace the faulty RAM module. If the computer has multiple memory modules and you are unsure which module or modules are causing the problem, remove all modules except the first. Then, rerun Windows Memory Diagnostics to determine whether a fault is detected. Next, remove the first module, insert the second, and run Windows Memory Diagnostic again. Repeat the process for each module that your system includes until you find the source of the problem.

If problems persist even after replacing the memory, the problem is likely to be caused by an outside source. For example, high temperatures (often found in mobile PCs) can cause memory to be unreliable. Although computer manufacturers typically choose memory specifically designed to withstand high temperatures, adding third-party memory that does

not meet the same specifications can cause failure. Besides heat, other devices inside the computer can cause electrical interference. Finally, remember that motherboard or processor problems may occasionally cause memory communication errors that resemble failing memory.

Troubleshooting Hard Disk Problems with Chkdsk

Chkdsk is a tool that automatically finds and repairs disk volume problems related to bad sectors, lost clusters, cross-linked files, and directory errors. You can run Chkdsk either in

Windows or offline, but if you want to scan the system volume itself, you must run the tool outside of Windows. In this case, as with Windows Memory Diagnostic, you can schedule the tool to run the next time Windows starts.

NOTE TROUBLESHOOTING WITH Chkdsk

Disk errors are a common source of problems that appear in software. Bad sectors on a hard disk, for example, can result in stop errors, system freezes, or other errors. When you are troubleshooting problems that do not appear to be the result of a recent system change, you should always remember to use Chkdsk to scan your disks for errors.

The name Chkdsk refers to the spelling of the command-line version of the tool, but you can also start Chkdsk through the graphical user interface. To do so, open the properties of the volume you want to check and click the Tools tab. Then, click Check Now, as shown in

Figure 1-34.

FIGURE 1-34 Running Chkdsk from Windows

This step opens the Check Disk dialog box, as shown in Figure 1-35. In this dialog box, you choose whether to fix both file system errors and bad sectors, or just file system errors. Once you have made the selection, click Start.

FIGURE 1-35 Chkdsk options

If you have selected the system volume to check, you see the message shown in Figure 1-36. This message indicates that the hard disk will be checked for errors the next |time you start your computer.

FIGURE 1-36 Scheduling Chkdsk to run

Quick Check

■ When do you need to run Chkdsk offline?

Quick Check Answer

■ When the disk you want to check is the system disk

Troubleshooting Hard Disk Problems with Disk Defragmenter

Disk fragmentation refers to the gradual dispersion of data on a disk over time. Because disk fragmentation slows down your computer, your disks need to be defragmented regularly. Disk Defragmenter rearranges fragmented data so your disks and drives can work more efficiently. Disk Defragmenter runs automatically on a schedule in Windows 7

(Every Wednesday at 1 A.M.), but you can also analyze and defragment your disks and drives manually.

To run Disk Defragmenter manually, follow these steps:

1. Click Start. Type Disk Defragmenter, and then press Enter when Disk Defragmenter appears highlighted in the Programs list.

The Disk Defragmenter window opens.

2. Under Current Status, select the disk you want to defragment.

3. To determine if the disk needs to be defragmented or not, click Analyze Disk.

4. Once Windows is finished analyzing the disk, you can check the percentage of fragmentation on the disk in the Last Run column. If the number is above 10%, you should defragment the disk.

5. To defragment the disk, click Defragment Disk.

Disk Defragmenter might take from several minutes to a few hours to finish, depending on the size and degree of fragmentation of your hard disk. You can still use your computer during the defragmentation process.

EXAM TIP

Remember that Disk Defragmenter runs automatically by default in Windows 7.

PRACTICE Troubleshooting in Windows 7

In this practice, you run a troubleshooter in Windows 7 and view the script contents that make up the troubleshooter. Then, you run the Startup Repair tool and observe the results.

EXERCISE 1 Running a Windows 7 Troubleshooter

In this exercise, you run the Playing Audio troubleshooter. You then browse to C:\Windows\Diagnostics\System and view the contents of the Windows PowerShell scripts that make up the troubleshooting pack associated with this troubleshooter.

1. Log on to a computer running Windows 7 as an administrator.

2. Open Control Panel, and then click System And Security.

3. Within the Action Center category, click Troubleshoot Common Computer Problems.

4. On the Troubleshoot Computer Problems page, click Hardware And Sound.

5. On the Troubleshoot Problems - Hardware And Sound page, click Playing Audio.

The first page of the Playing Audio troubleshooter opens.

6. Click Advanced.

The Apply Repairs Automatically check box is selected by default.

7. Click Next.

8. The Playing Audio wizard scans for problems and attempts to repair any problems that

it finds.

9. When the wizard completes, click View Detailed Information.

10. Spend a few moments to review the contents of the troubleshooting report.

11. Click Next, and then click Close.

12. In Windows Explorer, browse to C:\Windows\Diagnostics\System.

This folder contains the locally installed troubleshooting packs that support troubleshooters available on the system.

13. Open the Audio folder.

This folder contains the Windows PowerShell scripts that run when you run the Playing Audio troubleshooter.

14. Spend a few minutes viewing the Windows PowerShell scripts in this folder.

The scripts are used to query the local system for very detailed configuration and status information.

15. Close all open windows.

EXERCISE 2 Running Startup Repair

In this exercise, you start the computer and open the Advanced Boot Options menu by pressing F8. From this menu, you choose the Repair Your Computer option. In the Windows

Recovery Environment that opens; you complete the System Recovery Options wizard and select the Startup Repair tool.

1. If your computer running Windows 7 is running, restart it. If it is not running, start it now.

2. As soon as the computer starts, press the F8 key and hold it down. The Advanced Boot Options menu appears.

3. Verify that Repair Your Computer is selected, and then press Enter. The first page of the System Recovery Options wizard appears.

4. In the Select A Keyboard Input Method drop-down list, verify that your desired keyboard input method is selected, and then click Next.

5. On the second page of the System Recovery Options wizard, enter local administrator credentials, and then click OK. The Choose A Recovery Tool page opens.

6. Click Startup Repair. Startup Repair opens and checks for errors.

7. When Startup Repair has finished the check, click View Diagnostic And Repair Details.

8. Review the Startup Repair diagnosis and repair log.

9. Click Close.

10. Click Finish.

11. Click Shut Down.

Lesson Summary

■ The Action Center is a good place to begin troubleshooting.

■ Windows 7 includes many built-in troubleshooters that are part of the new extensible Windows Troubleshooting Platform.

■ Reliability Monitor enables you to learn about the relative stability of a system in recent history.

■ To fix common startup problems, use the Startup Repair tool, which is available in the list of System Recovery Options in the Windows Recovery Environment.

■ To check physical memory for errors, use Windows Memory Diagnostic.

■ To check a physical disk for errors, use Chkdsk.

■ To check a physical disk for fragmentation, use Disk Defragmenter

Lesson Review

You can use the following questions to test your knowledge of the information in Lesson 1, “Using Windows 7 Hardware Troubleshooting Tools.” The questions are also available on the companion CD if you prefer to review them in electronic form.

NOTE ANSWERS

Answers to these questions and explanations of why each answer choice is correct or incorrect are located in the “Answers” section at the end of the book.

1. You are an enterprise support technician for a large company. The help desk asks for your assistance in resolving a computer problem. The computer in question is running

Windows 7 and has been experiencing system freezes with increasing frequency. 

The help desk staff informs you that except for critical Windows Updates, no software changes have been made to the system since the problem first appeared. In addition,

a thorough virus scan has revealed no malware on the system.

Which of the following tools is most likely to reveal a problem on the system that is consistent with the issue reported?

A. Chkdsk

B. Disk Defragmenter

C. Startup Repair

D. Device Manager

2. You are troubleshooting a system failure. When you turn the computer on, a message appears indicating that the partition table is invalid. You have verified that the system includes only a single volume, and that Windows 7 is installed on the volume.

Which of the following tools should you first use to troubleshoot the problem reported?

A. Chkdsk

B. Reliability Monitor

C. Windows Memory Diagnostic

D. Startup Repair

Lesson 2: Troubleshooting Hardware Components

Whereas Lesson 1 introduced many tools in Windows 7 that you can use to troubleshoot hardware problems, this lesson introduces a targeted set of strategies for troubleshooting particular components.

When troubleshooting computer failures in general, your plan should be to narrow down the scope of the problem to determine first whether the failure is hardware- or software- related.

Once you suspect that faulty hardware is responsible for the computer failure, you can focus your troubleshooting efforts on a particular hardware component (such as the motherboard or hard disk) to determine whether that component is the cause of the failure. Knowing which component to troubleshoot first requires a basic understanding of the computer boot process.

It also requires you to know the typical behaviors associated with the failure of each component. In this lesson, you learn basic procedures for troubleshooting the four hardware components that are most often responsible for computer failures: the power supply unit, the motherboard, RAM, and hard disks. In the process, you learn the behaviors associated with the failure of these component types.

After this lesson, you will be able to:

■ Use several tools in Windows 7 to diagnose hardware failures.

Estimated lesson time: 30 minutes

Distinguishing Hardware Failures from Software Failures

When a computer system fails, you should first try to determine whether the failure is a result of software or hardware errors. This determination isn’t always easy. Though some hardware-related failures are simple to distinguish from software-related ones, others (for example, those resulting from a damaged memory module) exhibit behaviors remarkably similar to software-related failures.

In general, however, the following rule applies to failures caused by faulty hardware.

A system failure is caused by a hardware problem when one of the following occurs:

■ The failure occurs before the operating system loads.

■ The failure occurs randomly, in a way that suggests no relation to any particular software activity.

If you suspect that a system failure is caused by a hardware problem, you can use the information in this lesson along with the tools described in Lesson 1 to diagnose the particular nature of the problem.

Understanding the Boot Process

If a hardware device is not functioning, this problem often reveals itself before the operating system loads. For this reason, when you are troubleshooting hardware issues, it is important to understand in a computer boot sequence the steps that precede the start of the operating system. If you can observe at what point the failure occurs, familiarity with this sequence can help you pinpoint the particular component that is failing.

The following steps summarize the boot sequence, up to and including the load of the operating system:

1. Power on.

During this phase, the power supply feeds power to the motherboard and the CPU (chip).

2. Perform instructions contained in the BIOS.

Once the CPU has power, it immediately starts executing the instructions that are written in the BIOS. The BIOS is an example of firmware, or low-level software that works closely with hardware. A computer’s BIOS contain the processor-dependent code that is responsible for testing basic hardware functionality of the computer and for passing control to the boot device.

The BIOS also contains software interfaces to hardware that enable the operating system to use features such as power management, virtualization, hot swapping, and booting from universal serial bus (USB) devices.

NOTE EXTENSIBLE FIRMWARE INTERFACE (EFI)

EFI is an advanced replacement for BIOS that is beginning to appear in some new computers. Whether a computer uses BIOS or EFI for its firmware, the essential role

of this firmware in the computer’s boot process is the same.

During the boot phase, the instructions in the BIOS consist of two steps:

a. Perform the power on self-test (POST)

The POST is the hardware check that is performed by the BIOS as soon as the computer is turned on. When the POST detects a hardware error such as a failed video device, it signals the error with a beep code indicating the type of failure detected.

b. Read instructions on the boot device

The second function performed by the BIOS is to pass control to the boot device and read the instructions on that boot device. The boot device should be the device on which the operating system is stored. Typically, this boot device is an internal hard disk, but in the BIOS Setup program, you can specify the order of devices that you want the BIOS to investigate for boot code.

3. Operating system loads from boot device.

If the boot sequence fails to reach this point, the problem can be the result of an incorrectly configured selection of boot device in the BIOS Setup program, of a faulty Master Boot Record (MBR) on the hard disk, of a failed driver (typically for a SCSI hard drive), or of a hardware failure. It is worth mentioning that if a computer crashes after the operating system begins to load from the boot device, the failure is somewhat more likely to be the result of a software problem than a hardware problem. But this is not a rule; hardware-related crashes can occur at any time.

EXAM TIP

You might need to upgrade your BIOS to enable certain features such as booting from a USB or network device.

NOTE BASIC TROUBLESHOOTING STRATEGY

When troubleshooting, always begin by taking the overall least risky, costly, and difficult action that can help you narrow down or identify the source of the problem. Then, if you

need more information to identify the problem, take the overall next-least risky, costly, and difficult action, and so on.

Troubleshooting the Power Supply Unit

The power supply unit converts AC current from the wall outlet into DC current at the proper voltages needed by various computer components such as the motherboard.

The following section provides a set of basic strategies for troubleshooting power supply problems.

CAUTION:

UNPLUG YOUR COMPUTER BEFORE OPENING THE CASE!

Do not touch internal components when a computer is plugged in. You can electrocute yourself or seriously damage the computer. Note also that computer circuits are extremely sensitive to static electricity, even at levels that we can’t feel. Before you touch any components, always ground yourself by first touching the metal structure of the computer case.

The computer appears dead. (There are no fans, lights, sounds, or signs of movement when you attempt to start it.)

1. Verify that the wall outlet is working.

2. Verify that the power cords are properly attached to the wall outlet, to the computer, and to the motherboard. (Remember that most modern motherboards require two power connectors.)

3. Verify that any internal power switch is turned on if such a switch exists and is turned on, and if the power supply works in another computer, replace the switch.

4. If your power supply has a voltage switch, verify that the switch is set to the proper AC voltage for your country.

5. If the previous steps do not uncover the source of the problem, replace the power supply.

The computer freezes before the operating system starts.

1. Compare the power requirements of your devices with the power capacity of the power supply unit. Verify that the power supply unit provides the wattage necessary to power all the computer devices in your computer. If not, replace the power supply with a more powerful unit.

2. Test with a multimeter to determine whether the power supply unit is supplying correct and consistent voltage to the machine. If not, replace the power supply.

The computer suddenly shuts off at unpredictable moments.

1. Verify that the power supply unit fan is working. If not, you can replace just the power supply fan.

2. Verify that the motherboard fan is working. Replace this fan if necessary.

3. Run Windows Memory Diagnostic to check your RAM for hardware faults, as described in Lesson 1 of this chapter.

4. Run motherboard diagnostic software to check the functionality of the motherboard.

To obtain this software, consult the motherboard manufacturer.

5. If the previous steps do not uncover the source of the problem, replace the entire power supply unit.

The power supply unit is making a loud, continuous noise.

Replace the power supply unit.

Troubleshooting the Motherboard

The motherboard is the main component of the computer. It includes the CPU or CPUs, slots for memory modules; expansion slots for other devices; and (typically with modern motherboards) built-in components and related ports for Ethernet, sound, video, and USB.

Figure 1-37 shows a modern motherboard with built-in components for video, USB, Ethernet, and audio.

The following section provides a set of basic strategies for troubleshooting motherboard problems.

When you attempt to start the computer, you see no video and hear no beep codes.

1. Disconnect all external accessories, such as external drives and PC cards, and then attempt to restart the computer. If you can start the computer, attempt to isolate the problem device by attaching one more device and restarting and until the failure reappears. Once you determine the external device that is causing the problem, contact the device manufacturer for further troubleshooting instructions.

FIGURE 1-37 Modern motherboards usually include built-in components for video, USB, Ethernet, and audio.

2. Verify that the monitor is in fact receiving power and is plugged into the computer.

3. Verify that the power supply fan is running. If it is not running, troubleshoot the power supply.

4. Verify that all required power connectors are plugged into the motherboard and into other computer devices. (Remember that most modern motherboards require two power connectors.)

5. Verify that any internal power switch is turned on.

6. If your power supply has a voltage switch, verify that the switch is set to the proper AC voltage for your country.

7. Verify that the motherboard is seated properly and that the CPU is fitted properly in its slot.

8. Verify that your RAM modules are seated properly and in the correct slots according to the motherboard manufacturer’s specifications.

9. Run Windows Memory Diagnostic and replace any RAM modules if necessary.

10. Reset the BIOS to default settings. (To learn how to do this, consult the manual for the motherboard. Note that you can also reset the BIOS by removing the battery on the motherboard for 30 minutes.)

11. Use the manual for the motherboard to verify that any jumpers on the motherboard are properly set.

12. If your computer has no internal speaker (which would allow you to hear beep codes), replace the video card.

13. Replace the power supply unit.

14. Replace the motherboard.

When you turn on the computer, you hear beep codes, but the computer fails to start.

1. Disconnect all external accessories such as external drives and PC cards, and then attempt to restart the computer. If you can start the computer, attempt to isolate the problem device by attaching one more device and restarting until the failure reappears.

2. Consult the motherboard manual or manufacturer Web site to determine the meaning of the beep code you hear.

3. Try to fix the faulty component denoted by the beep code. This step might include attaching power connectors, reseating components such as RAM or the CPU, resetting the BIOS, or resetting motherboard jumpers.

4. If necessary, replace the faulty component denoted by the beep code.

The computer repeatedly loses power whenever it runs for a number of minutes.

1. Verify that the CPU fan on the motherboard is working. If not, replace the CPU fan.

2. Adjust the environment around the computer so that hot air cannot build up in its vicinity. (Laptops are especially sensitive to this.)

The computer shuts down randomly at unpredictable intervals.

1. Run Windows Memory Diagnostic to check your RAM for hardware faults, as described in Lesson 1 of this chapter.

2. Run motherboard diagnostic software to check the functionality of the motherboard.

To obtain this software, consult the motherboard manufacturer.

3. Adjust the environment around the computer so that hot air cannot build up in its vicinity. (Laptops are especially sensitive to this.)

The operating system cannot use power management, virtualization, USB or network boot, hot swapping, or other features that are supported by your hardware.

Enable the desired feature in the BIOS Setup program.

Troubleshooting RAM

In the context of personal computers, the term RAM refers specifically to the volatile, dynamic random access memory supplied by modules such as dual inline memory modules (DIMMs).

This type of memory is used to store relatively large amounts of data in a location that the processor can access quickly. An important limitation of computer RAM is that it can store data only when power is supplied to it.

The most typical symptom of a memory problem is a system crash or stop error in Windows. When these errors occur, you might see a message explicitly indicating a memory problem. However, memory problems can also prevent Windows from starting in the first place. If you see an error message directly related to memory, or if you need to rule out faulty memory as the cause of computer crashes or startup failures, performs the following steps:

1. Run Windows Memory Diagnostic software, as described in Lesson 1 of this chapter.

2. If no errors are found, or if some of the installed RAM is not recognized, do the following:

a. Verify that the memory modules are seated properly.

b. Verify that the memory modules are seated in the proper slots according to the motherboard manufacturer’s specifications.

c. Verify that the memory used is the type required according to the motherboard manufacturer’s specifications.

d. If the problem persists, remove all modules, clean the memory slots, insert one module in the first slot, and then restart the computer. Use this method to test all your memory modules.

Troubleshooting Hard Disks

Described technically, a hard disk drive represents a type of non-volatile memory storage device that encodes data on a spinning magnetic platter. Though the technology is decades old, it is still the most common type of computer storage today. However, hard disk drives are starting to be replaced by alternative forms of non-volatile storage, such as solid-state drives.

The following section provides a set of basic strategies for troubleshooting hard disk problems.

You hear a loud whirring, screeching, or clicking.

1. Back up your data. The hard drive could be about to fail.

2. Replace the drive.

The operating system fails to start, and you receive an error message similar to any of the following:

Hard disk error.

Invalid partition table.

A disk-read error occurred.

Couldn’t find loader.

1. Verify that the BIOS Setup program is configured to boot from the hard drive.

2. Verify that the hard drive contains an operating system.

3. Run the Startup Repair tool, as described in Lesson 1 of this chapter.

4. Verify that the power connectors are attached to the hard drive.

5. Verify that any jumpers on your hard drives are configured properly according to manufacturer specifications.

6. Attempt to recover the disk by using the System Image Recovery option.

7. Replace the hard drive.

The operating system loads, but performance gradually decreases over time.

Run Disk Defragmenter, as described in Lesson 1 of this chapter.

The operating system loads, but you find evidence of data corruption.

OR

The system occasionally freezes and remains unresponsive.

1. Run Chkdsk, as described in Lesson 1 of this chapter.

2. Run software diagnostics from the hard disk drive manufacturer to test the physical functionality of the hard disk drive.

Quick Check

■ Is a system freeze more likely to be the result of damage to the hard disk or the RAM?

Quick Check Answer

■ A system freeze is more likely to be the result of damage to the hard disk.

MORE INFO TROUBLESHOOTING HARDWARE COMPONENTS

For more detailed guidance about troubleshooting hardware components, see Computer

Repair with Diagnostic Flowcharts: Troubleshooting PC Hardware Problems from Boot

Failure to Poor Performance, Revised Edition (Foner Books, 2008), by Morris Rosenthal. You can find substantial excerpts from this book at http://www.fonerbooks.com/pcrepair.htm.