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Basic Troubleshooting Process for Operating Systems Applying the Troubleshooting Process to Operating Systems OS problems can result from a combination of hardware, software, and network issues. Computer technicians must be able to analyze the problem and determine the cause of the error to repair the computer. This process is called troubleshooting.

The first step in the troubleshooting process is to identify the problem. The figure is a list of open-ended and closed-ended questions to ask the customer.

Establish a Theory of Probable Cause After you have talked to the customer, you can establish a theory of probable causes. The figure lists some common probable causes for OS problems.

         

Test the Theory to Determine Cause After you have developed some theories about what is wrong, test your theories to determine the cause of the problem. The figure shows a list of quick procedures that can help determine the exact cause of the problem or even correct the problem. If a quick procedure does correct the problem, you can jump to verifying the full system functionality. If a quick procedure does not correct the problem, you need to research the problem further to establish the exact cause.

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Establish a plan of Action to Resolve the Problem and Implement the Solution After you have determined the exact cause of the problem, establish a plan of action to resolve the problem and implement the solution. The figure shows some sources you can use to gather additional information to resolve an issue.

 

Verify Full System Functionality and Implement Preventive Measures After you have corrected the problem, verify full system functionality and, if applicable, implement preventive measures. The figure lists the steps to verify full system functionality.

           

Document Findings, Actions, and Outcomes In the final step of the troubleshooting process, you must document your findings, actions, and outcomes. The figure lists the tasks required to document the problem and the solution.

       

Common Problems and Solutions for Operating Systems OS problems can be attributed to hardware, application, or configuration issues, or to some combination of the three. You will resolve some types of OS problems more often than others. The figure is a chart of common operating system problems and solutions.

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Summary This chapter introduced computer operating systems. As a technician, you should be skilled at installing, configuring, and troubleshooting an OS. The following concepts from this chapter are important to remember:

• Several  different  operating  systems  are  available,  and  you  must  consider  the  customer’s  needs  and  environment  when  choosing  an  OS.  

• The  main  steps  in  setting  up  a  customer’s  computer  include  preparing  the  hard  drive,  installing  the  OS,  creating  user  accounts,  and  configuring  installation  options.  

• A  GUI  shows  icons  of  all  files,  folders,  and  applications  on  the  computer.  A  pointing  device,  such  as  a  mouse,  is  used  to  navigate  in  a  GUI  desktop.  

• A  CLI  uses  commands  to  complete  tasks  and  navigate  the  file  system.  

• You  should  establish  a  backup  strategy  that  allows  for  the  recovery  of  data.  Normal,  copy,  differential,  incremental,  and  daily  backups  are  all  optional  backup  tools  available  in  Windows  operating  systems.  

• With  a  virtual  machine  manager,  system  resources  on  a  host  computer  can  be  allocated  to  run  virtual  machines.  Virtual  machines  run  operating  systems,  and  using  them  can  provide  users  with  greater  system  functionality.  

• Preventive  maintenance  techniques  help  to  ensure  optimal  performance  of  the  OS.  

• Some  of  the  tools  available  for  troubleshooting  an  OS  problem  include  administrative  tools,  system  tools,  and  CLI  commands.