It's Never Done That Before!: A Guide to Toubleshooting Windows XP

283 Pages·2006·13.336 MB·English

by  John Ross

GGEE TT TTHHEE UUPPPPEERR IITT’’SS NNEE VVEERR DDOONNEE
HH AANNDD OONN
WWIINNDDOOWWSS XXPP!!
TTHHAATT BBEE FFOORREE!!
II
TT A G U I D E T O T R O U B L E S H O O T I N G W I N D O W S X P
’’
Do some Windows XP problems make you scratch • Survival strategies for wrangling device drivers, the SS
your head in wonder? Has an application suddenly BIOS, and the Windows Registry
NN
chosen not to start or a piece of hardware simply J O H N R O S S
• Techniques for dealing with viruses, spyware, and EE
stopped working? Ever had the Internet “disappear”
or been faced with a Blue or Black Screen of Death? Internet problems VV
Do the neighbors call you to fix their machines when • Advice for getting the most out of the Microsoft EE
you’d really prefer to hand them a book so they can Knowledge Base and other online resources, plus RR
solve their own problems? tips for dealing with technical support
DD
If you know enough about computers to use one but Got Windows problems? You’re not alone. Reach for
OO
not always enough to fix those unexpected Windows It’s Never Done That Before!—the lifeline you’ll grab
NN
problems, It’s Never Done That Before! is the book for when your computer does something you didn’t expect
you. It gives you: it to do. EE

• Troubleshooting techniques and tips for solving ABOUT THE AUTHOR TT
common XP problems HH
John Ross has been using and writing about Windows
• Strategies for finding and fixing obscure It’s Never since the first version was introduced more than 20 years AA
Done That Before! problems ago. He is author of books about Windows for Microsoft TT
Press and Sybex, and other books about networks and
• Hints for troubleshooting BIOS beep codes and Blue
the Internet for several major publishers. His most recent BB
Screen errors
book for No Starch Press was The Book of Wi-Fi. He has EE
• Help with XP’s troubleshooting tools (such as Safe also been a consultant for major technology manufactur- FF
Mode and the Recovery Console) ers, including Motorola and AT&T. OO
RR
EE
!!
R
O
S
THE FINEST IN GEEK ENTERTAINMENT™ $29.95 ($38.95 CDN) S
® www.nostarch.com WINDOWS XPSHELVE IN:
“I LAY FLAT.”
®
This book uses RepKover—a durable binding that won’t snap shut. ®
www.it-ebooks.info
indtb_TITLE_COPY.fm Page ii Friday, April 14, 2006 2:07 PM
www.it-ebooks.info
indtb_TITLE_COPY.fm Page iii Friday, April 14, 2006 2:07 PM
IT’S NE VER DONE
THAT BEFORE!
A Guide to Troubleshooting
Windows XP
by John Ross
®
San Francisco
www.it-ebooks.info
indtb_TITLE_COPY.fm Page iv Friday, April 14, 2006 2:07 PM
IT’S NEVER DONE THAT BEFORE! Copyright © 2006 by John Ross.
All rights reserved. No part of this work may be reproduced or transmitted in any form or by any means, electronic or
mechanical, including photocopying, recording, or by any information storage or retrieval system, without the prior
written permission of the copyright owner and the publisher.
Printed on recycled paper in the United States of America
1 2 3 4 5 6 7 8 9 10 – 09 08 07 06
No Starch Press and the No Starch Press logo are registered trademarks of No Starch Press, Inc. Other product and
company names mentioned herein may be the trademarks of their respective owners. Rather than use a trademark
symbol with every occurrence of a trademarked name, we are using the names only in an editorial fashion and to the
benefit of the trademark owner, with no intention of infringement of the trademark.
Publisher: William Pollock
Managing Editor: Elizabeth Campbell
Cover and Interior Design: Octopod Studios
Developmental Editor: Peter Spear
Copyeditors: Judy Flynn and Publication Services, Inc.
Compositor: Riley Hoffman
Proofreader: Stephanie Provines
Indexer: Publication Services, Inc.
For information on book distributors or translations, please contact No Starch Press, Inc. directly:
No Starch Press, Inc.
555 De Haro Street, Suite 250, San Francisco, CA 94107
phone: [phone]; fax: [phone]; [email protected]; www.nostarch.com
The information in this book is distributed on an “As Is” basis, without warranty. While every precaution has been
taken in the preparation of this work, neither the author nor No Starch Press, Inc. shall have any liability to any
person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the
information contained in it.
Library of Congress Cataloging-in-Publication Data
Ross, John, 1947-
It's never done that before! : a guide to troubleshooting Windows XP / John Ross.
p. cm.
Includes index.
ISBN 1-59327-076-3
1. Microsoft Windows (Computer file) 2. Operating systems (Computers) I. Title.
QA76.76.O63R682 2006
005.4'46--dc22
2005028821
www.it-ebooks.info
INDTB_02.book Page v Friday, April 14, 2006 12:19 PM
B R I E F C O N T E N T S
Acknowledgments..........................................................................................................xv
Introduction.................................................................................................................xvii
Chapter 1: Troubleshooting Methods and Tools..................................................................1
Chapter 2: Types of Windows Problems and Failures........................................................25
Chapter 3: What to Do When Windows Won’t Start........................................................39
Chapter 4: Black Screens and Blue Screens......................................................................55
Chapter 5: Solving Device Driver Problems......................................................................65
Chapter 6: Using the Microsoft Knowledge Base and Other Online Resources......................75
Chapter 7: Using System Restore and Other Rollback Techniques........................................89
Chapter 8: Underneath It All: TheBIOS...........................................................................97
Chapter 9: The Windows Registry: HereBeDemons.......................................................107
Chapter 10: Dealing with Individual Programs and Files..................................................117
Chapter 11: Service Packs, Patches, and Other Updates..................................................127
Chapter 12: Viruses, Spyware, and Other Nasties..........................................................133
Chapter 13: Internet Connection Problems.....................................................................143
Chapter 14: Local Network Problems............................................................................157
Chapter 15: Dealing with Hardware Problems................................................................165
Chapter 16: Troubleshooting and Replacing Hard Drives.................................................175
Chapter 17: Troubleshooting and Replacing Other Hardware..........................................193
Chapter 18: If All Else Fails . . . Call Tech Support..........................................................209
Chapter 19: Cutting Your Losses: What to Do When Nothing Else Works..........................221
www.it-ebooks.info
INDTB_02.book Page vi Friday, April 14, 2006 12:19 PM
Chapter 20: Things to Do Now, Before Your Computer Crashes.......................................231
Appendix A: Device Manager Error Codes and BIOS POST Beep Codes...........................245
Appendix B: Free and Inexpensive Security Programs for Windows XP..............................257
Index.........................................................................................................................259
vi Brief Contents
www.it-ebooks.info
INDTB_02.book Page vii Friday, April 14, 2006 12:19 PM
C O N T E N T S I N D E T A I L
ACKNOWLEDGMENTS xv
INTRODUCTION xvii
1
TROUBLESHOOTING METHODS AND TOOLS 1
Troubleshooting Basics ..............................................................................................2
What May Have Gone Wrong? ...................................................................2
What Has Changed? ...................................................................................2
Record Your Steps .......................................................................................3
Is This a New Problem? Has It Ever Done This Before? .....................................3
Start with a Plan .......................................................................................................4
1. Identify the Symptoms ..............................................................................4
2. Try Restarting the Computer ......................................................................7
3. Look for an Explanation ...........................................................................8
4. Places to Look for Help ..........................................................................14
5. Try a Fix ...............................................................................................22
6. Check the Result ....................................................................................22
7. Keep a Record of the Fix ........................................................................22
8. Prevent a Repeat ...................................................................................23
2
TYPES OF WINDOWS PROBLEMS AND FAILURES 25
No Power .............................................................................................................26
Checking Power on a Desktop Computer .....................................................26
Checking a Laptop Computer .....................................................................27
Errors During Startup ..............................................................................................27
Troubleshooting Windows Failures ...........................................................................29
Black Screens ........................................................................................................29
Blue Screens ..........................................................................................................30
Everything Is Frozen in Place ...................................................................................30
Nonfatal Error Messages ........................................................................................31
Responding to Nonfatal Error Messages ......................................................31
Error Messages: Finding Translations from the Cryptic ................................................32
What to Do When Windows Is Acting Oddly ............................................................33
Pop-up Ads and Redirected Web Pages: Your Desktop UnderAttack ............................34
Hardware Problems ................................................................................................36
Memory Problems .....................................................................................37
Internet Connection Problems ...................................................................................37
Local Network Problems ..........................................................................................38
Where Do We Go from Here?.................................................................................38
www.it-ebooks.info
INDTB_02.book Page viii Friday, April 14, 2006 12:19 PM
3
WHAT TO DO WHEN WINDOWS WON’T START 39
The Windows Startup Sequence ...............................................................................40
Power-on Self Test (POST) ...........................................................................40
Beep Codes..............................................................................................40
Initial Startup: What Happens When You Push the Button ..............................41
Run the Boot Loader ..................................................................................41
Detect and Configure Hardware .................................................................41
Load the Windows Kernel ..........................................................................42
Logon ......................................................................................................42
So What Can Go Wrong? ......................................................................................42
Making Sense of Startup Error Messages .....................................................43
Returning to the Last Known Good Configuration .......................................................45
Bypassing Windows with the Recovery Console .........................................................46
Solving Startup Problems with the Recovery Console ......................................47
Safe Mode ............................................................................................................48
The System Configuration Utility ...............................................................................48
Using the Configuration Utility to Streamline Startup ......................................51
The Boot Log: A History of Startup Programs ..............................................................52
Solving Those “Did Not Load” Errors ...........................................................53
4
BLACK SCREENS AND BLUE SCREENS 55
Black Screens .......................................................................................................56
Open Windows in Safe Mode ....................................................................56
Look for a Hardware Problem .....................................................................56
Blue Screens ..........................................................................................................57
How to Read a Stop Message ....................................................................57
Look for More Details.................................................................................58
Replace the Driver File ...............................................................................58
Wait, Wait! Don’t Let the Message Disappear! .............................................59
Finding a Fix .........................................................................................................60
The Microsoft Knowledge Base ...................................................................61
Try Other Internet Resources .......................................................................64
5
SOLVING DEVICE DRIVER PROBLEMS 65
Device Drivers .......................................................................................................66
DLL Files ................................................................................................................68
Diagnosing a Driver Problem ...................................................................................68
Where to Find New Drivers ....................................................................................70
Installing New Drivers .............................................................................................71
Returning to an Earlier Version .................................................................................72
Storing and Organizing Your Drivers ........................................................................73
Use Device Driver Rollback to Solve a Conflict ...........................................................73
viii Contents in Detail
www.it-ebooks.info
INDTB_02.book Page ix Friday, April 14, 2006 12:19 PM
6
USING THE MICROSOFT KNOWLEDGE BASE AND
OTHER ONLINE RESOURCES 75
Try the Help Screens First ........................................................................................76
README Files ........................................................................................................78
The Microsoft Knowledge Base ................................................................................78
Opening the Knowledge Base ....................................................................79
Reading a Knowledge Base Article ..............................................................80
Buried Treasure in the Knowledge Base .......................................................82
Hardware and Software Manufacturers’ Websites .....................................................83
Newsgroups and Independent Support Services .........................................................84
Search Online for the Symptoms ..............................................................................87
Don’t Panic (Yet) ....................................................................................................87
7
USING SYSTEM RESTORE AND
OTHER ROLLBACK TECHNIQUES 89
Before You Try System Restore .................................................................................90
Creating Restore Points ...........................................................................................92
Returning to a Restore Point .....................................................................................94
Starting System Restore in Safe Mode .......................................................................95
8
UNDERNEATH IT ALL: THE BIOS 97
The Power-on Self Test ............................................................................................98
Changing the BIOS Settings ....................................................................................99
Opening the BIOS Setup Tool ................................................................................100
Changing BIOS Settings ........................................................................................100
Date and Time ........................................................................................101
Configuring Hard Drives and Other IDE Devices .........................................101
Diskette Settings ......................................................................................103
Boot Sequence ........................................................................................103
Turn Num Lock On or Off .........................................................................104
Other BIOS Settings.................................................................................104
If All Else Fails, Return to the Default .......................................................................104
Updating the BIOS ...............................................................................................105
9
THE WINDOWS REGISTRY: HERE BE DEMONS 107
Opening, Reading, and Editing the Registry ............................................................109
How the Registry Is Organized ..............................................................................110
Using the Registry to Repair or Modify Windows .....................................................111
Deleting a Registry Item ............................................................................112
Adding a New Registry Item .....................................................................113
Editing an Existing Registry Item ................................................................114
Getting the Junk Out: Registry Cleanup Tools ...........................................................114
Contents in Detail ix
www.it-ebooks.info
INDTB_02.book Page x Friday, April 14, 2006 12:19 PM
10
DEALING WITH INDIVIDUAL PROGRAMS AND FILES 117
The Program Won’t Start .......................................................................................118
Have You Used This Program Before? ........................................................118
Have You Just Upgraded? ........................................................................118
What Else Has Happened Lately? .............................................................119
Is There Another Way to Open the Program? .............................................119
Reinstall the Program ............................................................................................120
Delete and Reinstall Again .......................................................................120
A File Opens in the Wrong Program ......................................................................121
The Program Freezes ............................................................................................122
I Can’t Read a File ...............................................................................................124
Try a Different Program ............................................................................124
Check the File Extension ...........................................................................124
The File Won’t Print ..............................................................................................125
11
SERVICE PACKS, PATCHES, AND OTHER UPDATES 127
When to Update ..................................................................................................128
Finding and Installing the Latest Updates .................................................................128
Installing Microsoft Windows Updates .......................................................128
Updating Security Software ......................................................................130
What If an Update Creates Problems? ....................................................................130
Updating the BIOS ...............................................................................................130
Use the Right BIOS ..................................................................................131
Follow the Instructions ..............................................................................132
12
VIRUSES, SPYWARE, AND OTHER NASTIES 133
Protecting Your System ..........................................................................................134
Viruses, Worms, and Trojan Horses ........................................................................134
Antivirus Programs ...............................................................................................135
Take Precautions .....................................................................................136
Spyware .............................................................................................................136
Where Did That Come From? ...................................................................136
Protecting Against Spyware ......................................................................137
Finding and Removing Spyware ................................................................137
Identifying Malware .............................................................................................138
Stopping Break-ins: Firewalls .................................................................................140
Firewall Software ....................................................................................140
Firewall Hardware ..................................................................................142
13
INTERNET CONNECTION PROBLEMS 143
Isolate the Problem ...............................................................................................144
Follow the Signal ....................................................................................144
The Local Network Hub or Router ..............................................................146
x Contents in Detail
www.it-ebooks.info