ITE PC v40 Chapter12

Chapter 12: Advanced Operating Systems
IT Essentials: PC Hardware and Software v4.0
ITE PC v4.0 Chapter 12
2007 Cisco Systems, Inc. All rights reserved.
Cisco Public
Purpose of this Presentation

To provide to instructors an overview of Chapter 12: List of chapter objectives Overview of the chapter contents, including
student worksheets student activities student labs
Reflection/Activities for instructors to complete to prepare to teach

Additional resources
Cisco Public
Chapter 12 Objectives
12.1 Select the appropriate operating system based on customer needs
12.2 Install, configure, and optimize an operating system

12.3 Describe how to upgrade operating systems 12.4 Describe preventive maintenance procedures for operating systems 12.5 Troubleshoot operating systems
Cisco Public
Chapter 12 Worksheets, Activities, and Labs

12.1.2 Activity: Network Protocols
12.2.2 Lab: Advanced Installation of Windows XP 12.2.3 Lab: Create a Partition in Windows XP Pro
12.2.4 Lab: Customize Virtual Memory Settings

12.2.5 Lab: Install an Alternate Browser (Optional) 12.2.6 Activity: E-Mail Protocols 12.4.1 Lab: Schedule Task Using GUI and at Command 12.5.3 Lab: Fix an Operating System Problem 12.5.3 Remote Technician: Fix an Operating System Problem
ITE PC v4.0 Chapter 12 2007 Cisco Systems, Inc. All rights reserved. Cisco Public
Brands and Versions of Operating Systems

Various brands of operating systems
Microsoft Windows Apple Mac OS
UNIX and Linux
Several versions or distributions

Windows 2000 Professional Windows XP Home, Professional or Media Center Editions Windows Vista Home Basic, Business and Premium Editions
Compare OS versions or editions to find the best one for your customer
Cisco Public
Select the Appropriate Operating System

Select hardware that meets or exceeds the minimum requirements for the OS
Remote Desktop
Microsoft
Network Sharing
YES
Scalable CPU Support

YES
EFS Support
YES
Enhanced Security
YES
Windowsxp
Professional
Microsoft
YES
Windowsxp
Home Edition
Microsoft
No
YES
No
No
No
Windowsxp
Media Center Edition
Microsoft
YES
YES
YES
YES
YES
Windows2000
Add-On
YES
YES
YES
YES
Cisco Public
Operating Systems Capabilities

An operating system is the interface between the user and the computer.
Provides a bridge between the hardware and applications
Creates a file system to store data

Manages applications Interprets user commands
Operating systems have minimum requirements for hardware.
Cisco Public
Network Operating System (NOS)

A network operating system (NOS) is an operating system that contains additional features to increase functionality and manageability in a networked environment. Examples of network operating systems:
Windows 2000 Server Windows 2003 Server UNIX Linux Novell NetWare Mac OS X
Cisco Public
Server NOS
The NOS is designed to provide network resources to clients:
Server applications, such as shared databases
Centralized data storage Directory services that provide a centralized repository of user accounts and resources on the network, such as LDAP or Active Directory Network print queue Network access and security Redundant storage systems, such as RAID and backups
Network Protocols
Network operating systems provide several protocols designed to perform network functions.
Defines how files are exchanged on the web Provides services for file transfer and manipulation
Retrieves e-mail messages from an e-mail server

Resolves URLs for websites to their IP addresses
Automates assignment of IP addresses

10
Install, Configure, and Optimize an OS

To install Windows XP Professional:
Insert the installation CD

An installation wizard asks a series of questions The wizard completes the installation automatically
Cisco Public
11
Default and Custom Installations

A default installation requires minimal user interaction. A custom installation allows the user to customize the regional settings and the network settings. The technician can automate and customize a Windows XP Pro installation to include the following features:
Productivity applications, such as Microsoft Office Custom applications Support for multiple languages OS Deployment Feature Pack using Microsoft Systems Management Server (SMS) Hardware device drivers
12
Windows XP Custom Install Methods

Unattended installation from a network distribution point using an answer file. Image-based installation using Sysprep and a diskimaging program, which copies an image of the operating system directly to the hard drive with no user intervention. Remote installation using Remote Installation Services (RIS), which can download the installation across the network. OS Deployment Feature Pack using Microsoft Systems Management Server (SMS), which can dramatically simplify deployment of an operating system across the organization.
13
Disk Structure
Create, view, and manage disks, directories, and files Types of partitions on a hard drive:
Primary partitions Extended partitions Logical drives
NOTE: Only one partition may be designated as the active partition for booting the system. In most cases, the C: drive is the active partition and contains the boot and system files.
Additional partitions can be created as needed for organizing files or dual-booting.

14
Disk Management Utility

Create, view, and manage disks, directories, and files Used to display information and perform services such as partitioning and formatting disks in Windows
Cisco Public
15
File Systems of Windows XP

Create, view, and manage disks, directories, and files Partitions are formatted with a file system. Two file systems available in Windows XP:
FAT32 NTFS - greater stability and security features
The type of file system, NTFS or FAT32, provides the rules that files within each directory must follow.
Cisco Public
16
File Extensions
Create, view, and manage disks, directories, and files
Windows file systems require at least three characters after the last period (.) of a file extension
Valid file name: My_file.txt Invalid file name: My_file.xt
By default, Windows does not display the file extension

This practice can cause security problems Some viruses are executable files disguised as a non-executable file
To avoid this security breach, you should always show file extensions:
Start > Control Panel > Folder Options > File Types tab > Advanced > Always show extension
Cisco Public
17
System Tools
Optimize the performance of operating systems To maintain and optimize an operating system:
Disk error checking which can scan the hard drive for file structure errors Hard drive defragmentation consolidates files for faster access
Cisco Public
18
Virtual Memory
Optimize the performance of operating systems
Swap file uses free space on the hard drive to temporarily store segments of an application or data
The OS uses the swap file to mimic RAM To adjust the size of the swap file, you must be logged in as an administrator Typically, you should let Windows manage the size of the swap file
Increasing the size of the swap space is not always helpful and may slow down the computer
Cisco Public
19
Virtual Memory Settings in Windows XP
Cisco Public
20
Disk Defragmenter
Disk Defragmenter makes files on the hard drive contiguous and speeds up the reading of files.
To defragment a drive
Double-click My Computer on the desktop
Right-click the drive that you want to optimize

Choose Properties. On the Tools tab, click Defragment Now
Temporary Files are used by many programs

Designed to be automatically deleted later Some must be deleted manually. Check these locations: C:\temp, C:\tmp, C:\windows\temp, C:\windows\tmp, C:\documents and settings\%USERPROFILE%\local settings\temp
21
Services
Services are a type of application that runs in the background and waits for requests
Only necessary services should be started
Services may be enabled if clients need them

Services may be stopped for troubleshooting purposes
Four settings, or states, used to control services:

Automatic - Starts when the PC starts Manual - Administrator must enable or disable the service Disabled - Administrator may disable or stop a service Stopped - The state of a service that has been disabled
22
Optimize Web Browser and Email

Optimize the performance of browsers
Web browsers and e-mail
Typically the most-used applications Optimizing them should increase the computers performance
Microsofts Internet Explorer (IE), general settings:

Change the homepage and browser appearance
View or delete the information saved by the browser:

History Passwords Cookies are information transmitted between a Temporary Web-form information web browser files a web server with the purpose of and Cookies tracking user information to customize the page delivered to the user.
23
Internet Explorer Browser Options

To access these settings:
Open an IE window Go to Tools menu
Select Internet Options
Cisco Public
24
Caching in a Web Browser

Caching is a feature of the web browser
Speeds up access to previously visited websites IE copies the images or the HTML files of visited sites Files are retrieved from the local cache rather than downloaded
Cached files may become outdated or large. Adjustable settings are:

Refresh at every visit to the page Refresh every time you start IE Refresh automatically
Never refresh
To access the cached settings in IE:

Tools > Internet Options > General tab > Temporary Internet Files > click Settings
25
Configure Email Client Software

Use the following information to set up an email account in the email client software: Display name E-mail address Type of incoming mail server
(POP3 or IMAP)
Incoming mail server name

Outgoing mail server name Username
Account password
26
Email Protocols
Post Office Protocol version 3 (POP3)
Downloads email from a server to manipulate and store on local computer.
Internet Message Access Protocol (IMAP)

Accesses email on a server to manipulate and store on the server. User can also decide to download the email to local computer.
Simple Mail Transfer Protocol (SMTP)

Sends text-only email across a TCP/IP network and is, normally, used with POP3 or IMAP.
Multipurpose Internet Mail Extensions (MIME)

Transmits audio, video, pictures, word processor documents, applications. Normally, used in conjunction with SMTP.
27
Set Display Properties

Set screen resolution and update video driver Screen resolution
Determines the number of pixels displayed. A higher number of pixels will display a better picture.
Refresh rate
The rate the screen image is refreshed. Refresh rates are measured in Hertz (Hz) or times per second.
Display colors
Colors created by varying the light intensity of the three basic colors.
Cisco Public
28
Upgrade the Video Driver

The Windows default video driver may work, but may not provide all performance options. To upgrade the driver:
Download most recent driver Remove the current driver Disable anti-virus software
Install the new driver

Enable anti-virus software Restart the computer
Cisco Public
29
Troubleshoot Video Driver Issues

Set screen resolution and update video driver
Troubleshooting problems after installing video driver
Example: After performing the graphical performance steps and restart the computer, you are unable to view the screen.
To investigate the problem and restore the settings:

Reboot the computer again
During the boot phase, use the F8 key

Enter the boot options when prompted Select the Enable VGA Mode to boot using a 640 x 480 resolution
Once the operating system is loaded:

Select Roll Back Driver from graphics card Properties Research possible driver issues
30
Dual-Boot Process
Installation of a second operating system
There is a dual-boot process for multiple operating systems on a computer.
During the dual-boot process:

The boot.ini file indicates that more than one OS is present You are prompted to choose the OS that you want to load
To create a dual-boot system in Microsoft Windows:

More than one hard drive or a hard drive with more than one partition Install the oldest OS on the primary partition or the hard drive marked with an active partition Install the second OS on the second partition or hard drive The boot files are automatically installed in the active partition
31
The boot.ini File

Installation of a second operating system During installation, the boot.ini file is created on the active partition to allow choice of OS to boot. boot.ini can be edited to change
the order of the operating systems
the length of time to select an OS (default is 30 seconds)
To edit the boot.ini file:

Right-click My Computer > Properties > Advanced Tab. In the Startup and Recovery area, select Settings. Click Edit.
Cisco Public
32
Upgrading Operating Systems

Describe how to upgrade operating systems
Operating systems must be upgraded periodically
To remain compatible with the latest hardware and software
Because support for older OS is eventually withdrawn
A Windows XP upgrade can be performed from a CD or over a network
Ensure that the new OS is compatible with the computer

Use Microsoft Upgrade Advisor to scan the system for incompatibility issues before upgrading Upgrade Advisor is free and downloadable from the Microsoft Windows website
Backup all data prior to beginning the upgrade

33
Preventive Maintenance for OS

Automating scheduled updates Installing service packs Using Restore Points if necessary to restore the system to a previous state
Cisco Public
34
Schedule Automatic Tasks and Updates

Scheduled Tasks utility is a Windows-based GUI utility.
Use the Scheduled Tasks utility to automate:

Disk cleanup Backup Disk defragmenter Starting other applications
To open the Scheduled Tasks wizard:

Select Start > All Programs > Accessories > System Tools > Scheduled Tasks Double-click Add Scheduled Task
Cisco Public
35
Schedule Automatic Tasks and Updates

CLI automatic updates in the command line. Use the at command to automatically schedule a command, a script file, or an application to run at a specific date and time. To use the at command, you must be logged in as a member of the Administrators group. To learn more about the at command, choose Start > Run. At the CLI prompt, type cmd, and then press Return. At the command prompt, type at/?
Cisco Public
36
Automatically Update Windows XP

Schedule automatic tasks and updates Settings to choose from regarding Windows XP updates:
Automatic (need to specify a date and time)
Download updates for me, but let me choose when to install them
Notify me but don't automatically download or install them Turn off Automatic Updates
To access Automatic Updates:

Select Start > Control Panel > double-click Automatic Updates
Cisco Public
37
Restore Points
Set restore points Restore points return the OS to a predefined point in time.
If installation of an application or a hardware driver causes problems, try uninstalling the application or driver
If uninstalling does not help, try to restore the computer to an earlier time when the system worked properly To access the System Restore utility:
Select Start > All Programs > Accessories > System Tools > System Restore
Cisco Public
38
Windows XP Restore Points

Set restore points
Windows XP may create restore points:
When an install or upgrade takes place Every 24 hours, if the computer is running Manually, at any time
Restore points contain information about the system and registry settings used by the Windows OS.
System restore does not back up personal data files or recover corrupted or deleted personal files.
To backup data, use a dedicated backup system, such as a tape drive, CDs, or even a USB storage device.
Cisco Public
39
Troubleshooting Process
Step 1 Gather data from the customer
Step 2 Verify the obvious issues

Step 3 Try quick solutions first Step 4 Gather data from the computer Step 5 Evaluate the problem and implement the solution Step 6 Close with the customer
Cisco Public
40
Level-one Technician Gathers Data

Step 1: Gather data from the customer Description of problem by the level-one helpdesk technician:
Customer cannot surf the Internet or access any network resources.
Customer can login to the network using other computers. Customer has verified that their username, password, and domain name are correct.
The helpdesk technician was unable to resolve the problem, so the work order is escalated to a level-two technician.
Cisco Public
41
Level-two Technician Gathers Data

Step 1: Gather data from the customer Level-two technician asks open-ended questions:
Which specific network resources are you trying to access with your desktop computer? Are there any network resources that you can access? When were you last able to access the network from your desktop?
Level-two technician draws these conclusions:

In the office, no resources can be accessed. When using the modem to connect, no problems are experienced. The problems started just after a new update was installed.
42
Level-two Technician Gathers Data

Step 1: Gather data from the customer
Technician asks closed-ended questions:
Is your network cable plugged in? Does anyone else have this problem? Have you changed your password recently?
Have you received any error messages on your computer?
Technician gets this information:

Customer's computer experiences unexpected errors. Customer reports an on-screen error regarding the OS; unsure of details.
Technician draws these conclusions:

Focus on an operating system problem.
43
Verify the Obvious Issues

Step 2: Verify the obvious issues Technician asks some general questions and some related to the functioning of the OS:
Is the power turned on? Has any software been added or upgraded? Has any hardware been added or removed? Is the NIC link light on? Is the NIC listed in the Device Manager as a properly working device?
Do the mouse and keyboard work?

Have any cables been added or disconnected?
44
Conclusions from Checking the Obvious

Step 2: Verify the obvious issues Technician gets this information:
The computer can connect successfully by modem.
The computer cannot connect to any network resources. Other computers can access network resources. All cables are connected properly. There is no link light on the NIC.
Technician draws these conclusions:

Problem may be a bad cable, bad NIC, or a driver problem.
Cisco Public
45
Quick Solutions
Step 3: Try quick solutions first
Technician tries these quick solutions:
Reboot Install a known good network cable to this computer Boot in safe mode using the F8 menu Boot to last known good configuration using the F8 menu Boot from startup disk Ensure IP address information is correct for this computer
Technician follows these best practices:

Documents results of each solution tried Undo failed solutions before trying the next solution
Cisco Public
46
Gather Data from the Computer

Step 4: Gather data from the computer
Technician gathers data:
Repeats some of the tests done by the level-one technician.
To look for OS problems, technician examines system files and runs diagnostic software.
Technician gets this information:

An automatic system update was performed recently.
Conclusion:
The update may be causing the problem.
Technician takes this action:

Ask customer to look for restore points at the time of the update.
Cisco Public
47
Evaluate Problem & Implement Solution

Step 5: Evaluate the problem and implement the solution
Technician records these notes:
Computer worked on Tuesday, but not on Wednesday. Automatic system update ran at midnight Tuesday.
Restore points were automatically created prior to the installation of the update.
Technician decides on a solution:

Restore the computer to the state it was in before the automatic system update ran on the computer.
Technician takes this action:

Ask customer to use the System Restore application.
48
Evaluate Problem & Implement Solution

Customer takes this action:
Chooses Restore my computer to an earlier time option.
Chooses the restore point created before the update was installed.
Reboots computer.
Results of the solution:

Computer operates normally.
Likely cause of the problem:

A patch that was installed through an automatic update disabled network connectivity.
To prevent the problem from occurring again:

Set Automatic Updates to require permission of the network administrator or the user.
49
System Restore Point Screens

Cisco Public
50
Close with the Customer

Step 6: Close with the customer
Technician discusses results with customer:
If possible, verbally verify the solution with the customer. If possible, allow customer to demonstrate that the repair has solved the problem. If customer is not available, technician should inform the customer of the work that was performed.
If the solution is acceptable, the technician can finish the documentation and close the work order. Documentation should include:
A restatement of the problem Steps taken in the troubleshooting process, and the solution Time needed to solve the problem
51
Closed Work Order

Step 6: Close with the customer Make two copies of the final work order and documentation
One for the customer
One for the technician
Cisco Public
52
Common Problems and Solutions

Problem Symptom
You have a dual-boot system, but you are unable to access the second operating system. A screen goes blank after you install an updated graphics driver. A customer plans to install Windows XP on 100 computers in a branch office over a weekend, but is very concerned about how much time it will take. The customer is receiving warnings about the hard drive becoming too full. A customer receives error messages that an application will not launch because a required service is not running.
Possible Solution
Make sure the boot.ini is not corrupt and verify that it is correct. If the new driver is bad, boot to VGA mode and use Roll Back Driver to restore the previous driver. Advise the customer that the installation CD will take too long. Consult with customer about one of the automated installation solutions. Run the Disk Cleanup utility to delete temporary files. Ask the customer for the name of the service in the error message and restart the service.
2007 Cisco Systems, Inc. All rights reserved. Cisco Public
53
Fix an Operating System Problem

Now that you understand the troubleshooting process, it is time to apply your listening and diagnostic skills. The first lab is designed to reinforce your skills with the operating system. You will check restore points before and after using Windows Update. The second lab is designed to reinforce your communication and troubleshooting skills. This lab includes the following steps:
Receive the work order Research the problem Take the customer through various steps to try and resolve the problem Document the problem and the resolution
54
Chapter 12 Summary
Ensuring that you understand the technology needs of the customer Knowing the differences between common operating systems Matching the customer needs to the proper technologies Knowing the different methods to install an operating system Knowing how to upgrade different operating systems
Understanding how preventive maintenance can avoid problems

Knowing which preventive maintenance procedures are appropriate for the customer
Knowing how to troubleshoot operating system problems

55
Q and A
Cisco Public
56
Cisco Public
57

ITE PC v40 Chapter12

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

ITE PC v40 Chapter12

Uploaded by

Copyright:

Available Formats

Chapter 12: Advanced Operating Systems

IT Essentials: PC Hardware and Software v4.0

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

Purpose of this Presentation

Reflection/Activities for instructors to complete to prepare to teach

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

12.2 Install, configure, and optimize an operating system

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

Chapter 12 Worksheets, Activities, and Labs

12.2.4 Lab: Customize Virtual Memory Settings

Brands and Versions of Operating Systems

UNIX and Linux

Several versions or distributions

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

Select the Appropriate Operating System

Scalable CPU Support

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

Operating Systems Capabilities

Creates a file system to store data

Operating systems have minimum requirements for hardware.

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

Network Operating System (NOS)

2007 Cisco Systems, Inc. All rights reserved.

Retrieves e-mail messages from an e-mail server

Automates assignment of IP addresses

Install, Configure, and Optimize an OS

Insert the installation CD

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

Default and Custom Installations

Windows XP Custom Install Methods

Additional partitions can be created as needed for organizing files or dual-booting.

Disk Management Utility

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

File Systems of Windows XP

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

By default, Windows does not display the file extension

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

Virtual Memory Settings in Windows XP

ITE PC v4.0 Chapter 12

2007 Cisco Systems, Inc. All rights reserved.

Right-click the drive that you want to optimize

Temporary Files are used by many programs

Services may be enabled if clients need them

Four settings, or states, used to control services:

Optimize Web Browser and Email

Microsofts Internet Explorer (IE), general settings:

View or delete the information saved by the browser:

Internet Explorer Browser Options

Select Internet Options