COURSE 9750 | 3-day SESSION
Hands-On Windows Helpdesk Support

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Course Outline

Section I: Windows Diagnostics and Configuration Tools

• Create a troubleshooting plan
  
  • Keeping records
    
  • Backup
    
  • Gather information
    
  • Find the problem
    
  • Develop a plan
    
  • Execute the plan
    
  • Document the fix
    
• Troubleshooting success factors
  
  • Knowledge of the operating system
    
  • Experience with the problem
    
  • Troubleshooting plan
    
  • Luck
    
• Diagnostics and configuration tools
  
  • MSINFO32
    
  • System Configuration Utility
    
• Troubleshooting resources

Lab 1

• Troubleshooting image problems
  
• Exploring the MSCONFIG utility
• Using the Advanced System Information Utility
  
• Using AutoRuns
  

Section II: Troubleshooting Windows Installations

• Prepare the computer
  
  • Check the computer BIOS
    
  • Hardware compatibility list
    
  • Application compatibility
    
  • Check upgrade only switch
    
• The winnt command
  
• The winnt32 command
  
• Using NTDETECT.CHK
  
• Using dynamic updates during installation
  
• Tools for automated & unattended installations
  
  • Unattended Setups and Setup manager
    
  • Remote Installation Service (RIS)
    
  • Systems Management Server (SMS)
    
  • Sysprep
    
• Unattended installation problems and solutions
  
• Troubleshooting Remote Installation Service
  
• The RIPREP utility
  
• Troubleshooting RIS
  
• Other problems related to RIS
  
• Troubleshooting Sysprep

Lab 2

• Using the HCL
  
• Using NTDETECT.COM
  
• Using SYSPREP
  
• Installing and configuring RIS
  

Section III: Troubleshooting the Boot Process

• The boot process
  
• Files in the boot process
  
• The boot.ini file
  
  • The multi syntax
    
  • The scsi syntax
    
  • The signature syntax
    
  • Boot.ini switches
    
• Fault tolerant boot disk
  
  • Mirrored disk issues
    
• Advanced boot options
  
  • Safe mode
    
  • Safe mode with networking
    
  • Safe mode with command prompt
    
  • Enable boot logging
    
  • Enable VGAmode
    
  • Last known good configuration
    
  • Directory services restore mode
    
  • Debugging mode
    
• Recovery console
  
  • Commands

Lab 3

• Changing the default OS
  
• Troubleshooting the Windows boot process
  
• Troubleshooting using Recovery Console
  

Section IV: Chapter 4 Patch Management, Service Packs & Hotfixes

• Windows service packs
  
• The update.exe file
  
• Slipstream installation
  
• Dual mode hotfix
  
• Windows XP service pack 2
  
• Spcheck.exe
  
• Spverify tool
  
• Hfnetchk
  
• Microsoft Baseline Security Analyzer
  
• Software Update Services
  
  • Client side features
    
  • Server side features
    
• Windows Update Service

Lab 4

• Setting up a slipstream installation
  
• Using SPCHECK.EXE
  
• Using HFNETCHK
  
• Using Microsoft Baseline Security Analyzer
  
• Installing and configuring Windows Server Update Service
  

Section V: Chapter 5 Troubleshooting System Error Messages

• Stop errors
  
  • Technical information
    
  • Additional line information
    
  • Researching driver information
    
  • Recommended user action
    
  • Debug port information
    
• Memory dump files
  
  • Small memory dump files
    
  • Kernel memory dump files
    
  • Complete memory dump files
    
  • Analyzing memory dump files
    
• Using error reporting
  
• Using online crash analysis web site
  
• Using symbol files and debuggers
  
• Stop message system event log reporting
  
• Preventing system restarts after a stop message
  
• Common stop messages
  
  • General use
    
  • Installation
    
  • Phase 4
    
  • Software trap
    
  • Stop 0x0000000Aor IRQL_NOT_LESS_OR_EQUAL
    
  • Stop 0x0000001E or KMODE_EXCEPTION_NOT_HANDLED
    
  • Stop 0x00000024 or NTFS_FILE_SYSTEM
    
  • Stop 0x0000002E or DATA_BUS_ERROR
    
  • Stop 0x0000003F or NO_MORE_SYSTEM_PTES
    
  • Stop 0x00000050 or PAGE_FAULT_IN_NONPAGED_AREA
    
  • Stop 0x00000077 or KERNEL_STACK_INPAGE_ERROR
    
  • Stop 0x0000007Aor KERNEL_DATA_INPAGE_ERROR
    
  • Stop 0x0000007B or INACCESSIBLE_BOOT_DEVICE
    
  • Stop 0x0000007F or UNEXPECTED_KERNEL_MODE_TRAP
    
• Livekd
  
• Remote recover
  
• Dr Watson

Lab 5

• Configuring Startup and Recovery Options
  
• Working with Memory DMP files
  
• Using Remote Recover to access a dead computer
  
• Researching failed services and drivers
  

Section VI: Windows 2003/XP Tools for Troubleshooting

• Device Manager
  
• Windows File Protection
  
• Dependency Walker
  
• DirectX Diagnostic Tool
  
• Shutdown Event Tracker
  
• Remote Desktop
  
• Remote Assistance
  
• Netdiag
  
• Ipconfig
  
• Pathping
  
• System Monitor
  
• Event Viewer
  
  • Event classes
    
  • Event Types
    
  • Event Filters
    
  • Event logs

Lab 6

• Using System File Checker/Windows File Protection
  
• Monitoring Windows with System Monitor
  
• Using Remote Desktop and Remote Assistance
  

Section VII: New Troubleshooting Tools with Vista and Server 2008

• Working with new tools included in Vista
  
  • Diagnostic Tools
    
  • Startup Repair
    
  • Restart Manager
    
  • Problem Reports and Solutions
    
  • Windows Performance Diagnostic Console
    
• Working with New Troubleshooting Tools in Server 2008
  
  • Event Viewer
    
  • Device Manager
    
  • Network Monitor
    
  • Tracing
    
  • Event Logging

Lab 7

• Creating an Automated System Recovery
  
• Restoring the System State
  
• Setting and using System Restore Points
  
• Using Device Driver Rollback