WINDOWS 1002000 PROFESSIONAL RESOURCE KIT [Electronic resources]

Chris Aschauer

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Quick Guide to Troubleshooting

This chapter provides information about troubleshooting some of the more commonly encountered problems with using Microsoft® Windows® 2000 Professional, as well as tools that you can use to diagnose and treat problems. In addition, many chapters in this book discuss troubleshooting specific types of problems. Use this guide to determine where to find the information you need to maintain and troubleshoot your system.

You are having problems with your computer and don't know the cause.

Follow general troubleshooting procedures to isolate and repair the problem. Collect data along the way, in case you need to contact support personnel.

Your computer does not start.

Startup problems can be caused by a variety of factors, such as viruses, disk corruption, or missing startup files. Some startup problems can be easily resolved; others might require that you perform emergency repair procedures or recovery operations.

Your system experiences a failure and displays a "blue screen" error.

Stop errors, also referred to as "blue screens," are kernel-level errors. The Stop message provides information about the problem that caused the error and can be used by support personnel to fix the problem.

Your computer has been infected with a virus.

Viruses can infect the MBR or boot sector and cause problems such as preventing the system from starting up successfully. You can use tools to scan your computer for viruses and remove any that are found.

You cannot connect to the Internet or local network.

If you are connecting to the Internet through a modem, check your hardware and dial-up configuration. If you are connected to the Internet or an intranet through a local area network (LAN), check that the server and client are correctly configured and working properly. Make sure that you have permission or a user account to access the network.

Your network connection is slow or unreliable.

Slow or unreliable connections can have a wide range of causes, such as problems on the remote server, with the line you are using to access the network, or with the connection hardware or software you are using.

You are having name resolution problems.

The problem can be caused by a failure in host or NetBIOS name resolution. Check that parameters have been correctly configured.

You are having IP addressing or routing problems.

Incorrect configurations on the client computer can cause problems with IP addressing, routing, IP security, and filtering. Also, check that the remote host or resource is available.

You are connected to a non-Windows-based server, and are experiencing connection or printing problems.

Make sure that you have the correct software installed to connect to the network and that you have configured the client computers correctly.

You cannot install a hardware device.

Make sure that you have installed devices correctly. If a device is not Plug and Play you need to configure it manually. Incompatible hardware devices or device drivers can also cause problems.

You cannot access a drive or other device attached to the computer.

Several problems can prevent devices from working properly. The connecting cables can become loose. A resource conflict can prevent a device from working. Missing or corrupted drivers can prevent the computer from recognizing devices that are installed. Incompatible hardware devices or device drivers can also cause problems.

You installed a second monitor, but there is no display, or the display is distorted.

Make sure that you have configured the monitors correctly and that your display adapters are compatible with Windows 2000 Professional.

You cannot play audio, video, or multimedia files.

Problems with playing multimedia files can have a variety of causes, including missing or incorrectly installed sound cards, hardware or drivers that are not properly installed, or volume settings that are muted or turned down.

Your computer will not wake up from standby or sleep mode.

Make sure that you have configured the monitors correctly and that your display adapters are compatible with Windows 2000 Professional.

You cannot print.

Printing problems can have a variety of causes, such as corrupted drivers or network problems (if you are printing to networked printer). Make sure that you have a driver installed for the printer that you are trying to access.

Your printed files are unreadable, or your print jobs take a long time.

If text is unreadable, there might be a problem with corrupted fonts, or a problem with the application from which you are printing, or the page settings might be incorrect. If you are printing graphics, you might need to use a different printer.

The desktop does not behave as expected, or it does not appear correctly.

Check that Group Policy has not been set so that you can customize your desktop. If you use a Web page as wallpaper, make sure that the Web page can be accessed.