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Wipro Infotech
December 2005
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Table of Contents
1 2 Introduction ....................................................................................................................... 5 Hardware Problem ............................................................................................................ 5 2.1 2.2 2.3 3 System not booting .................................................................................................. 5 Display Problem ....................................................................................................... 5 Peripherals Problem................................................................................................. 6
Installation of Standard IMG Software .............................................................................. 8 4.1 4.2 4.3 Installation of Software............................................................................................. 8 Uninstallation of Software ...................................................................................... 10 Repairing or Reinstalling Software......................................................................... 10
Network Connectivity Problems...................................................................................... 10 5.1 5.2 5.3 5.4 5.5 System not in Network ........................................................................................... 10 Unable to Open Intranet/Internet sites ................................................................... 11 Unable to access Shared Files over Network ........................................................ 11 Changing from ODC to Backbone & Vice Versa................................................... 12 Domain Logging Problems..................................................................................... 12
OS Problems................................................................................................................... 13 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 System Slow........................................................................................................... 13 System Hanging ..................................................................................................... 14 Blue Screen Errors ................................................................................................. 14 NTLDR Missing ...................................................................................................... 15 .dll Files Missing ..................................................................................................... 15 OS Corrupted ......................................................................................................... 15 Operating System not Found ................................................................................. 15 System Restart....................................................................................................... 15
OS Installation................................................................................................................. 16 7.1 7.2 7.3 7.3.1 7.3.2 OS Installation ........................................................................................................ 16 OS Reinstallation.................................................................................................... 17 Upgrading OS......................................................................................................... 18 Windows XP Installation .................................................................................... 18 Windows 2000 Professional Installation ............................................................ 21
1 Introduction
The purpose of this document is to guide engineers on how to resolve some common desktop issues related to hardware and software.
2 Hardware Problem
System not Booting Display Problem Peripherals Problem
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Quick Reference Guide for Desktop Engineers If the same problem persists, then it means the problem is with the Motherboard. Replace the same
Display flickering: Reduce the Contrast and Brightness of the monitor Change the Refresh Rate in Display properties Check for Display Drivers and install correct drivers if necessary If the problem persists, contact the vendor for servicing the faulty parts
Monitor Blank: Decrease the monitor's contrast and brightness Change the frequency of the Monitor If the problem persists, call the Vendor to check out the problem
Mouse Problem: Check whether the mouse is connected properly Clean the mouse ball. Make sure you use a good mouse pad Clean the dust stuck to the Mouse Roller Go to Control Panel and set Moving Speed of the Mouse Pointer Go to Device Manager and check whether the Mouse is enabled or not. If it is disabled, enable it. If it is still not working, Enable Mouse from Bios set-up or choose Bios Default If none of the above works, then replace the mouse.
Quick Reference Guide for Desktop Engineers Sound Card Problem: Check whether the Audio Component is enabled in Bios (if it is onboard card) Confirm whether the card is seated properly in the Motherboard slot (if it is an external card) Confirm whether the slot inserted with the sound card is working (try changing to a different slot) Operating System should be able to detect the Hardware (if it is not able to do so and everything else mentioned above is alright, it means the Hardware is bad) If the OS is able to detect the hardware, try installing the correct drivers for the same
3 Virus Monitoring
Virus problems fall under two categories: Definition Update Threat found
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Quick Reference Guide for Desktop Engineers 3. If the problem persists, check whether any fix tool is available in the antivirus.wipro.com. If it is available, download the exe and remove the virus. If it is a left-alone virus, reboot the machine in safe mode, run a manual scan and delete the threats detected manually
g) WinZip Compression Utility 9.0 SR-1 h) Amyuni PDF Converter 2.08 i) All Security Related OS and Software Patches
Quick Reference Guide for Desktop Engineers OS - Windows 2000 Professional =============================== a) Microsoft Windows 2000 Professional with SP4 b) Internet Explorer 6.0 with SP1 c) Microsoft Office 2003 Professional with SP1 d) Windows Media Player 10 e) Adobe Acrobat Reader 6.0 f) Netscape Navigator 6.22
g) WinZip Compression Utility 9.0 SR-1 h) Amyuni PDF Converter 2.08 i) All Security Related OS and Software Patches
Laptop: OS - Windows XP ================ a) Microsoft Windows XP Professional with SP2 b) Internet Explorer 6.0 with SP1 c) Microsoft Office 2003 Professional with SP1 d) Windows Media Player 10 e) Adobe Acrobat Reader 6.0 f) Netscape Navigator 6.22
g) WinZip Compression Utility 9.0 SR-1 h) Amyuni PDF Converter 2.08 i) j) I Pass Connect Wipro RAS Dialer
k) Wipro VPN Client 4.0.3c l) All Security Related OS and Software Patches
4) Install the same one-by-one 5) Configure the software if required 6) Run the Asset tool 7) Cross Check and do a Preventive Maintenance Checklist.
Quick Reference Guide for Desktop Engineers b. Check whether the Network Card has been Disabled (Device Manager/Network Adapter/Mouse Right Click). c. Confirm the correct the IP Address and make sure the Subnet Mask and DNS etc. are as specified. Also, check to ensure there is no Conflict with IP Address or Machine Name. d. If the system is configured to take the IP ADDRESS from DHCP Server, ensure that the DHCP server is working e. Remove the existing Network Drivers and install with the latest Drivers (Out-dated Drivers will also create problems). f. Confirm that the port speed is set to Auto sense / 100MBps & Full Duplex. If all the above things are fine, then it means the problem is with the NETWORK ADAPTER (Replace the NETWORK ADAPTER by logging a vendor incident).
d. Able to access but unable to open the folders. Error message states Access Denied
If you are getting the above mentioned errors while accessing the shared files/folders over the network, follow the steps mentioned below 1. If you are trying to access the network machine and you get error (a), the problem could be because either the network machine (which you are accessing) is not in the network or the local machine itself is not in the network (Refer above page for including the system into the network). Try pinging the network IP. If the local machine and the network machine are in the network and you are able to get a reply, check for the network machines Operating System i.e., either Win 2k or Winxp sp1 or sp2. If the Wipro Confidential Page 11 of 11
Quick Reference Guide for Desktop Engineers network machines OS is Winxp sp2, then the firewall would have been enabled. Disable the firewall in the network machine and you will be able to access the machine. If it is Win 2k/Winxp sp1, check for the group policy in the network machine. To do this, access the following path: Start Run gpedit.msc Administrative templates Network Network Connection Disable the Prohibit Access to properties of components of a remote access connection 2. If you get error (b), go to the remote machine and access the following path: Start Run secpol.msc Sharing and Security model for local accounts (set to)Classic. Local users can authenticate themselves and reboot the machine. If you get error (c.), go to remote machine and unlock the user account (This account will be the User ID the user is using for accessing the machine) If you get error (d), first check the local machine to find out for which folder the user is getting the error message as Access Denied. Then, go to the network machine and login to imguser account. Right click on My Computer Manage Shared folders Shares Right click on the folder the user is unable to access) Properties Share Permissions Click on Add Add the User ID (This User ID is the User ID the user is using to access the machine). Now go to the Users Machine. Log-off the machine and Login into the system. Try re-logging in to the network machine and check. The problem would have been solved.
3.
4.
Quick Reference Guide for Desktop Engineers Right click My Computer Properties Computer Name Click change Remove from Wipro domain and change to Workgroup Reboot the machine After rebooting Rejoin the machine from Workgroup to Domain.
6 OS Problems
The following are some common OS problems: 1. System Slow. 2. System hanging 3. Blue screen errors. 4. NTLDR missing. 5. .dll files missing 6. Operating System not found. 7. System Restart
If the problem persists: Increase the virtual memory; keep registry size as 85 MB. Create free space on your primary disk (i.e. C:\ Drive) (At least 3 times larger than physical RAM) Check to ensure the page file is 1 1/2 Size of the RAM (minimum) or Double the RAM Size (maximum) If RAM size is less than the system speed, ask the user to raise an e-CAR to increase the same
If the problem persists: Increase the virtual memory; keep registry size as 85 MB. Create free space on your primary disk (i.e. C:\ Drive) (At least 3 times larger than physical RAM). Check to ensure the page file is 1 1/2 Size of the RAM (minimum) or Double the RAM Size (maximum). If RAM size is less than the system speed, ask the user to raise an e-CAR to increase the same. Check for Motherboard Problem Check for SMPS/CPU fan problem
6.6 OS Corrupted
Boot through Safe mode or Last Known Good Configuration and check whether it assists the user in taking backup of C:\ by connecting the HDD in other system as slave. Once the backup is done, install a fresh copy of the OS (Refer OS installation).
Quick Reference Guide for Desktop Engineers Software Issues: Uninstallation of Antivirus and Check Uninstallation of third party application Check the Event Log and find which application is to generate this issue Uninstall service pack from Safe Mode and reinstall the same Repair the Operating system using OEM CD (Plane CD of OS)
7 OS Installation
7.1 OS Installation
1. Ensure that the user has taken complete backup of the system drive (usually the C: drive) 2. Check which OS has to be installed and follow the steps 3. If it is a new user and some old data not used by the user or his project team is available on the system, then get an approval from the PM/TM for installation of the OS and only then go ahead with the installation 4. Put the latest Image CD in the CDROM drive 5. When asked to install a fresh OS, in the Bios select boot from CD option, enter the displayed key and continue 6. When it comes to partition, if the same user is going to use the system, then delete the System Drive and recreate the same. Else, delete all partitions and create new partitions 7. Note: It is always advisable to create a 10 GB System Drive Partition. This can be modified as per user request or the Drive capacity 8. Select the newly created Drive and Continue 9. Select the option for formatting with NTFS file system 10. Once this is selected, the image will continue formatting and install the OS and the content (STD Soft wares) in it 11. Put the Second image CD and continue the installation 12. Once the OS and the IMG Standard Software are installed, check for all the soft ware 13. Install the latest Service Pack and Patches for both OS and Soft ware 14. Configure SUS Client 15. Install the latest version of the Symantec Antivirus and ensure that the same is pointing to the right SAV Server and is Updated with the latest definitions 16. Ensure to rename the Administrator Account to imguser 17. If the machine is in backbone, configure the same to Domain Wipro Confidential Page 16 of 16
Quick Reference Guide for Desktop Engineers 18. If not, create a local user account for the user 19. Configure the Outlook, Printer, Proxy, and Windows Messenger 20. Run Asset Tool in the newly configured system 21. Once everything is done, cross-check with the help of a Preventive Maintenance checklist. 22. Check with the user and once confirmed, close the incident.
7.2 OS Reinstallation
1. Ensure that the user has taken complete backup of the system drive (usually the C drive) 2. Check which OS has to be installed and follow the steps 3. If it is a new user and any old data not used by the user or his project team is present on the system, then get an approval from the PM/TM for re-installation of OS and only then go ahead with the re-installation 4. Put the latest Image CD in the CDROM drive 5. When asked for installing a fresh OS, enter the displayed key and continue 6. When it comes to partition, if the same user is going to use the system, only then delete the System Drive and recreate the same. Else, delete all partitions and create new ones 7. Note: It is always advisable to create a 10 GB System Drive Partition. This can be modified as per user request or the Drive capacity 8. Select the newly created Drive and continue 9. Select the option for formatting with NTFS file system 10. Once this is selected, the Image will continue formatting and will install the OS and the content (STD Soft ware) in it 11. Put the Second image CD and continue the installation 12. Once the OS and the IMG Standard Soft wares are installed, check for all the soft ware 13. Install the latest Service Pack and Patches for both OS and Soft ware 14. Configure SUS Client 15. Install the latest version of the Symantec Antivirus and ensure that the same is pointing to the right SAV Server and is updated to the latest definitions 16. Ensure to rename the Administrator account to imguser 17. If the machine is in backbone, configure the same to Domain 18. If not, create a local user account for the user 19. Configure the Outlook, Printer, Proxy, and Windows Messenger 20. Run asset tool in the newly configured system Wipro Confidential Page 17 of 17
Quick Reference Guide for Desktop Engineers 21. Once everything is done, cross-check with the help of a Preventive Maintenance checklist. 22. Check with the user and once confirmed, close the incident
7.3 Upgrading OS
Upgrade from Win2K, Windows 2000, Windows2000 to Windows XP, WinXP, and Windows XP Professional: 1. MAP the drive Dump Server 2. Copy the I386 folder to Local disk, preferably D Drive 3. Click winnt32.exe for starting the set up wizard 4. Select install and upgrade and follow the Wizard 5. Once the OS and the IMG Standard Software are installed, check for all the soft ware 6. Install the latest Service Pack and Patches for both OS and Soft ware 7. Configure SUS Client 8. Install the latest version of the Symantec Antivirus and ensure that the same is pointing to the right SAV Server and is updated to the latest definitions 9. Ensure to rename the Administrator account to imguser. 10. If the machine is in backbone, configure the same to Domain. 11. If not, create a local user account for the user 12. Configure the Outlook, Printer, Proxy, and Windows Messenger 13. Run asset tool in the newly configured system 14. Once everything is done, cross-check with the help of a Preventive Maintenance checklist 15. Check with the user and once confirmed, close the incident
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3. Select the first option by pressing the ENTER key. The Windows XP Licensing Agreement appears on the next screen 4. Read the agreement or press F8 to agree with the terms of the license 5. The setup program continues and looks for previous installations of Windows. A screen opens with a list of the existing partitions and any unpartitioned space in the computer. The user has the following options: To set up Windows XP on the selected item, press ENTER To create a partition in the unpartitioned space, press C To delete the selected partition, press D
6. Normally, just press Enter, unless the user wishes to run a dual boot system 7. A screen appears giving the user information on their selection and a means of formatting the selected partition. Choices are as follows: Format the partition using NTFS file system Format the partition using the FAT file system Select Format the partition using the NTFS file system
8. The selected partition is formatted. This process can take several minutes to complete 9. Once the format step is finished, the Windows setup program begins copying files to the Windows installation folders This might take several minutes to complete. A progress bar appears on the monitor indicating the status of the copying step. The names of the files appear in the lower right hand area of the screen. 10. The system restarts after completing the file copy Step. The Windows XP splash screen appears 11. A Windows setup screen appears showing the stages of the install: Collecting Information Dynamic Update Preparing installation Installing Windows Finalizing Installation
An estimate of the time needed to complete the installation appears as does a progress bar for installing Devices. The monitor changes as new Microsoft Information pages appear
Quick Reference Guide for Desktop Engineers 12. A panel eventually appears requesting information on the Regional and Language options. Unless specifically requested to do otherwise, go with the Defaults (English, US Keyboard layout). Select Next 13. Panel opens requesting user to "Personalize Your Software". Enter an appropriate Name. (Either the installer's name or the name of the Actual PC owner).Enter an organization (optional). Select Next 14. Panel opens requesting the Windows XP Product Key: This is a 25 Character Key supplied by Microsoft or your OEM 15. Panel opens showing the Computer Name and a place to add an Administrator Password for the computer. Select a password. The password has to be entered twice. Select Next 16. Panel opens to allow Date and Time settings to be adjusted. Check that the date is correct and set the correct Time Zone (Atlantic Time (Canada) in most cases). Make sure the tick box is checked for automatic adjustment of daylight saving changes. (Default). Select Next 17. Windows setup now starts a network install component. Various information backgrounds appear on the screen during the network install 18. Panel opens called Network Settings.Choices are as follows: Typical Settings (List of settings automatically installed) Custom Settings components) (Allows manual configuration of networking
19. Panel opens labeled Workgroup or Computer Domain. Use the Default setting and make the Computer a member of a Workgroup. The default name of the workgroup is WORKGROUP. Select Next 20. Network configuration continues. Files are copied to the appropriate locations on the computers hard drive. Information screens continue to appear. Progress bar (green) shows the progress of the overall Windows XP installation process 21. Windows enters a registering components stage. A progress bar (green) shows progress of this stage 22. Windows enters a Save Settings stage. A progress bar (green) shows progress of this stage 23. System restarts when it has finished the Save Settings stage 24. Windows XP Professional splash screen appears. System re-boots 25. After a short wait the Welcome to Microsoft Windows screen appears. 26. Select Next 27. Windows will offer to set up an internet connection. 28. Select Next 29.A screen appears asking if you are ready to register with Microsoft. Wipro Confidential Page 20 of 20
Quick Reference Guide for Desktop Engineers The options displayed are as follows: Yes, I'd like to register with Microsoft now No, not at this time.
30. Select the option: "No, not at this time". Select Next 31. A screen appears asking "Who will use this computer?" Make the appropriate entry and select Next 32. A Thank You screen appears with the Finish option at the bottom of the screen 33. Select Finish 34. System brings up the Log on to Windows Dialogue box. You now have a working Windows XP Professional System up and running.
14. Setup installs and configures Windows 2000 components and performs the following tasks: Installs Start menu items Registers components Saves settings Removes any temp files 15. After Setup has completed these processes, click Finish to terminate the wizard.