WINDOWS 1002000 PROFESSIONAL RESOURCE KIT [Electronic resources] نسخه متنی

Troubleshooting Device Management

As a general troubleshooting step, always make sure that you are using updated drivers. You can get updated drivers from the Windows Update Web site. For information about Windows Update, see the Windows Update link on the Web Resources page at Troubleshooting Tools and Strategies" in this book.

Problems with Enabling PC Cards

If you have the correct drivers but your PC Card is still not available, your computer is probably using the wrong memory window for the device. Windows 2000 Professional selects a default set of commonly supported settings. Your socket might not support certain interrupt settings, so you might be able to get a PC Card socket to work by changing the IRQ. Similarly, your socket might not work on certain memory windows, and changing the memory window might solve your problem.

To change the memory window for a PC card device

In Device Manager, click the node for your PC Card socket, and then click Properties.

In the PC Card controller properties, click the Global Settings tab.

Make sure that the Automatic Selection check box is not checked.

Change the Start address according to information from your hardware manual.

Typically, selecting a Start value higher than 100,000 works.

Restart Windows 2000 Professional.

To change the IRQ for a PC card device

In Device Manager, click the node for your PC Card socket, and then click Properties.

Change the IRQ from its default to a value that does not conflict with other IRQ settings used on your computer.

Restart Windows 2000 Professional.

If your computer has problems with the display, determine whether the problems persist when you use lower screen resolutions and different color depths with the display driver. If the display driver fails and changing resolutions does not resolve the problem, check or replace the current display driver. Also, make sure the installed display driver is the correct one for the installed display adapter.

Windows 2000 Professional includes safeguards that prevent unsupported settings from being implemented in most cases. However, problems result when Windows 2000 Professional has incorrect information about a monitor or display adapter supporting certain features.

If Windows 2000 Professional correctly identifies your display adapter and you attempt to set the adapter to a setting it does not support, in most cases you see an error message stating that the display adapter does not support the selected resolution or color depth. Less commonly, Windows 2000 Professional tries to set the selected resolution or color depth, and your system stops responding.

Windows 2000 Professional can identify Plug and Play monitors and automatically adjust the refresh rates available in the user interface to correspond to the settings provided in the monitor's INF file listing the monitor's capabilities. This results in reliable monitor operation and usually prevents users from setting incorrect or incompatible refresh rates.

With older monitors, however, it is possible to set refresh rates incorrectly. If you select a higher refresh rate than the monitor can support, you see a corrupted display with an image that looks like a maladjusted horizontal display with oscillating multiple images. If this happens, Windows 2000 Professional returns the monitor to its original refresh rate after a few moments.

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If the video signal is set to an unsupported refresh rate, newer monitors might mute the video signal and return an error message such as "Invalid sync" or "Unsupported mode."

If Windows 2000 Professional does not recognize the display adapter, try using the basic VGA driver (by definition, a generic 640 x 480, 16-color driver). However, keep in mind that multiple monitor support is not available when you are using a basic VGA driver. If you have a vendor-supplied driver disk for the display adapter, you can install the drivers on that disk. If the drivers were not written for Windows 2000 Professional, some advanced display features might be disabled.

If an error occurs during display adapter initialization, the computer stops responding. To restart the computer, press CTRL+ALT+DEL. This problem might occur if you are using a video accelerator card and you change the display from the default setting (640 x 480, 16 colors) to 1024 x 768, 256 colors in the Display Properties dialog box for your display adapter. Although Windows 2000 Professional might accept the changes, the error still results. The Super VGA (SVGA) driver (1024 x 768) included with Windows 2000 Professional is designed only for nonaccelerated SVGA display adapters. To correct this problem, change the display driver back to the default VGA setting.

To see if the display error is corrected by changing the screen color setting

In Control Panel, double-click Display, and then click the Settings tab.

Check the setting in Colors. If the selection is other than 16 Colors, select 16 Colors.

Click OK.

Retest the condition that was causing the display error. If the error does not recur, you might want to temporarily operate at a lower resolution until you can upgrade the display driver to a version that functions without error.

To check the display drivers

In Device Manager, expand Display adapters.

Double-click the specific display adapter shown.

In the Adapter Properties dialog box, click the Driver tab, and then click Driver Details.

Click each file shown in the Driver files box. If available, the Provider, File version, and Copyright information appears below the file tree (some vendors' display drivers might not contain version information).

Check the displayed file versions for compatibility. Windows 2000 Professional display driver files have version numbers starting at 4.00.

If you have an incompatible driver, you can reinstall the original driver from the Windows 2000 Professional product CD or get new drivers from the Windows Update Web site. For information about Windows Update, see the Windows Update link on the Web Resources page at http://windows.microsoft.com/windows2000/reskit/webresources.

To find out if an incorrect display driver is installed

Restart the computer in safe mode. When the message "For troubleshooting and advanced startup options for Windows 2000, press F8" appears, press F8 to display the Windows 2000 Advanced Options Menu, and then select Safe Mode.

If this resolves the display problem, the display driver is probably involved. Try replacing the driver with a newer version, or reinstall the driver from the original disks. For more information about troubleshooting problems in safe mode, see "Troubleshooting Tools and Strategies" in this book.

To see if the display error is corrected by changing screen resolution

In Control Panel, double-click Display, and then click the Settings tab.

Check the setting in the Screen area menu. Select a setting with a lower resolution.

Click OK.

Retest the condition that was causing the display error.

To change your display driver back to VGA

Restart the computer in safe mode.

In Control Panel, double-click Display, and then click the Settings tab.

Click Advanced, and then click the Monitor tab.

In Monitor Type, click Properties.

On the Driver tab, click Update Driver.

The Upgrade Device Driver wizard is displayed. Click Next, and then follow the instructions on the screen.

If you want to use a high-resolution display driver with Windows 2000 Professional, consult your display adapter manufacturer for the proper driver to use.

Correcting Problems with Multiple Monitors

This section describes problems that might occur when using multiple monitors. As a general troubleshooting step, make sure that your video card is included on the Hardware Compatibility List (HCL) and that you are using an updated driver.

The system does not detect the secondary adapters.

Make sure that you have the correct drivers for your monitors. Restart the computer, and start Device Manager. Expand the node for the monitor, and right-click to open the Properties dialog box. On the Drivers tab, click Update Driver, insert a disk containing the correct drivers, and then select Display a list of known drivers for this device so that I can choose a specific driver. Select Have Disk, and then click Next. When the files have been copied, click Finish.

If the problem is not corrected, you might have an unsupported display adapter. Choose an adapter that is supported and repeat the procedure for setting up multiple monitors. For more information about supported adapters, see the Hardware Compatibility List link on the Web Resources page at http://windows.microsoft.com/windows2000/reskit/webresources.

The primary monitor displays the startup screen and the secondary monitor is blank.

Check that the secondary monitor is plugged in and turned on. Check the power connections and cabling. Check that the monitor is capable of displaying the mode and refresh rates that are set up for it.

If you are still having a problem, switch the primary and secondary monitors.

The primary monitor displays the startup screen and the secondary monitor displays the desktop.

Shut down the computer and remove the secondary adapter. Check that you disabled VGA on the secondary adapter display. Disable VGA and reinstall the adapter.

If the VGA was disabled, restart the computer and open Device Manager. Under Display Adapters double-click the secondary adapter. On the General tab, check Device Status to see if there is a resource conflict. Change the resource and restart.

If neither of these procedures resolves the problem, you might have incompatible display adapters. Select a new primary or secondary display adapter and repeat the procedure "To add a secondary monitor to your computer" earlier in this chapter.

After installing the secondary monitor, the system does not complete the POST routine and there is no display on either monitor.

Turn off the computer and place the secondary display adapter in another PCI slot. Make sure that the primary display adapter is in PCI slot 1. Restart the computer and set up the primary display. Confirm that the drivers are correctly loaded. If this does not work, you might need to use a different PCI slot for your primary adapter. If the display adapters do not work in any of the PCI slots, you might have incompatible display adapters. Select a new primary or secondary display adapter and repeat the procedure "To add a secondary monitor to your computer" earlier in this chapter.

If one of the displays is AGP, check in the BIOS to make sure that the Primary Video option is set correctly for the VGA-enabled device. For example, if the VGA device is PCI, set the Primary Video to PCI.

The secondary monitor performs a POST, and only the secondary monitor is listed in the Display Properties.

The VGA-disabled device completed the POST routine instead of the primary display, preventing the multiple monitor configuration from working with the VGA device. Switch PCI slots between the two adapters (if they are both PCI) or set the BIOS option to run the POST routine the display port that corresponds to the VGA device.

After restarting, the secondary monitor has no display.

In Control Panel, double-click Display, and then click the Settings tab. Check that Extend my Windows desktop into this monitor is selected. If it is not, select this option and restart the computer.

If two monitor icons are not displayed in the Display Properties dialog box on the Settings tab, you might have incompatible display adapters. Select a new primary or secondary display adapter and repeat the procedure "To add a secondary monitor to your computer" earlier in this chapter.

Correcting Problems with SCSI Devices

This section includes problems that might occur with SCSI devices.

A SCSI device fails to work.

The SCSI and CD-ROM support built into Windows 2000 Professional requires that CD-ROM drives provide SCSI parity to function properly. For many drives, this is a configurable option or is active by default.

If you have trouble with a SCSI drive, make sure the SCSI bus is set up properly (refer to your hardware documentation for specific details).

In some cases, adding or removing a SCSI adapter might prevent your computer from starting correctly. Check the following:

The ends of the SCSI bus must have terminating resistor packs (also called terminators) installed.

If you have only internal or only external SCSI devices, the ends of the bus are probably the SCSI adapter and the last device on the cable. If you have both internal and external SCSI devices, the adapter is probably in the middle of the bus and must not have terminators installed. If you disconnect a device that has terminators installed (such as an external CD-ROM drive), be sure to install terminators on whatever device then becomes the last one on the bus. One of the devices on the SCSI bus (usually the adapter) needs to be configured to provide termination power to the bus.

Windows 2000 Professional supports as many internal and external SCSI devices as the SCSI controller supports. In addition to the requirement that the last external and the last internal SCSI device be terminated, some hardware has additional requirements for where it must be placed in the SCSI chain.

Removable media must be mounted on the drive before running Setup.

If you have a SCSI removable media device, such as a cartridge drive, make sure the media is mounted on the drive before running Setup. If no media is mounted on the drive, errors might occur during Setup that prevent installation of Windows 2000 Professional.

Setup does not recognize the correct SCSI CD-ROM drive.

Windows 2000 Professional Setup can recognize multiple CD-ROM drives connected to the same SCSI host adapter. Therefore, if it does not recognize one of the CD-ROM drives, there is a hardware problem. For example, it might be caused by a legacy adapter with more than one device with the same SCSI ID.

Some drivers that are supported in Windows NT 4.0 do not work under Windows 2000. Also, devices that use microchannel architecture are not supported for use with Windows 2000.

Correcting Problems with Other Devices

This section describes problems that might occur with devices other than the display or SCSI devices.

The computer stops responding when you install a PCI device.

If Windows 2000 Professional stops responding or restarts when you are installing a PCI device, uninstall the device.

The system stalls when accessing the CD-ROM.

After you press CTRL+ALT+DEL to shut down and restart the computer, Windows 2000 Professional might be unable to find the CD-ROM or might stall when trying to access the drive; sometimes, pressing CTRL+ALT+DEL does not reset the computer. If this happens, turn off and then restart the computer. Use the Add/Remove Hardware option in Control Panel to install the drivers provided with Windows 2000 Professional for the specific CD-ROM device.

WAV files cannot be played.

If Windows 2000 Professional cannot recognize the sound card, you might not be able to play WAV files.

To verify sound card settings

In Device Manager, double-click Sound, video and game controllers.

Double-click the specific sound card, and then in the card's properties, click the Driver tab so you can verify the drivers.

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Some of the entries displayed are subcomponents of the audio device, and do not have driver tabs. Search the tree for entries with numbers in their descriptions (for example, Super 23 Audio Device). This is the "root" device.

Click the Resources tab, and verify resource settings.

Check the Conflicting device list, and verify that no conflicts for the sound card settings appear in the list.

Ports for sound cards with multiple CD-ROM adapters are not detected.

If a sound card has multiple CD-ROM adapters, they often include a program that activates the port to be used. This program must run before Windows 2000 Professional starts. If it does not, Windows 2000 Professional does not detect the port.

An input device fails.

If an input device, such as the keyboard or the mouse, fails, do the following:

Check the physical connection.

In Device Manager, check the driver used for the device.

Check for conflicts with the I/O and IRQ resources used.

Check for conflicting drivers or applications.

The mouse moves erratically, or keyboard input fails.

For specific problems concerning mouse or keyboard operation, do the following:

Check that there is no dust or debris caught in the mouse or on the surface where the mouse is gliding.

In Device Manager, check the mouse and keyboard drivers, replacing them if necessary.

In Control Panel, double-click Mouse, click the Motion tab, and then configure the pointer speed.

Check the port used for the mouse.

Check the physical connection of the mouse and keyboard.

Restart the computer and hold down the left CTRL key until the Microsoft Windows 2000 Professional startup menu message appears, and then choose the Logged option. Check the Bootlog.txt file and verify that the mouse driver is loading.