Chapter 12 Textbook Questions and Answe

Chapter 12 Questions and Answers - Bryce Moore - 11/25/2014

1. What are the six steps that you can use to solve any computer problem?
Step 1: Interview the User and Back Up Data
Step 2: Establish a Theory
Step 3: Test your Theory
Step 4: Plan the fix and resolve the problem
Step 5: Verify and Prevent
Step 6: Document
2. Blue screen errors happen when which type of processes encounter an error?
When processes running in Kernel mode encounter a problem and Windows must stop the system.
3. In what folder are driver files stored?
C:\Windows\System\32\drivers
4. What is the command to use the Memory Diagnostics tool?
Chkdsk with /rparameter
5. What method can you use to test memory on a Windows XP system by using the Memory Diagnostics tool without having to install Windows 7 or Vista on the system?
In the command prompt window, enter mdsched.exe, press enter. A dialog box will ask if you want to run the test now or on the next restart
6. What is the command to use the System File Checker to immediately verify system files?
To verify system files on the next start? sfc /scannow sfc /scanrs
7. How many bits does an x86-based operating system process at one time?
32-bit
8. What GUI tool can you use to stop a program that is hung?
Task Manager
9. What command-line tool can you use to stop a program that is hung?
Taskkill
10. How can you eliminate the possibility that an application error is caused by another application or service running in the background Tasklist : More
11. How does Windows know which application to use to open a file when you double-click the file in Windows Explorer?
File Extensions
12. Which windows tool can you use to install the drivers needed so that a user can open a data file using an application that is normally not used with the file?
( ODBC ) Data Sources Open Database Connectivity
13. Which two tools might a software developer or system administrator use to register a component of an application in the windows registry?
Component Services ( COM+ ) tool, Regsvr32_ utility
( You can unregister a component in Regsvr32_ by using the command: /u parameter
14. If an application works when the system is loaded in Safe Mode, but does not work when Windows is loaded normally, what can you assume?
You can assume that the problem might be the operating system, device drivers, or other applications that load at startup and are conflicting with the application
15. When an application written for Windows XP does not work in Windows 7, which tool should you attempt to use first to solve the problem, Compatibility Mode or XP Mode?
You can try running compatibility mode first. The steps for this are-
Step 1: Check the " Run this program in compatibility mode for: " option
Step 2: From the drop-down menu, select the operating system that the application was written to run under.
Step 3: Click " Apply " and close the " Properties " box.

If Compatability Mode does not fix the problem, the last resort is to run it in XP Mode
XP Mode can be used to install XP in a virtual machine under Windows 7.

Why?
Applications installed in XP Mode only work in the XP enviroment. Again, ( only use this option as a last resort because XP Mode takes up a lot of system resources.

Thinking Critically
1. Categorize each of the following tasks or decisions into one of the six steps to troubleshoot any computer problem.
a. Set up back up schedule.
b. Reimage Windows 7
c. Decide the problem must be a courrupted video driver.
d. Copy Word documents to a USB flash drive.
e. Apply a restore point

Six Steps:
Step 1: Interview the User and Back Up Data d. Copy Word documents to a USB flash drive.
e. Apply a restore point a. Set up back up schedule.

Step 2: Establish a Theory
c. Decide the problem must be a courrupted video driver.

Step 3: Test your Theory
b. Reimage Windows 7

Step 4: Plan the fix and resolve the problem
Step 5: Verify and Prevent
Step 6: Document

2. As a helpdesk technician, list four good detective questions to ask if a user calls to say, " My PC won't boot. "
1. What error messages, unuusal displays, or failures did you see?
2. When did the problem start?
3. Have you made any hardware softwarem or configuration changes?
4. Has anyone else used your computer recently?
5. What changes have recently been made to the system?

3. Reword the following questions that might be asked when interviewing a user over the telephone. Your new questions should reflect a more positive attitude toward the user.
a. Did you drop your laptop?
Has the laptop been damaged by a fall or drop recently?
b. Did you forget to recharge the laptop battery?
Was the charger plugged in all the way on the laptop?
c. You say the problem is that Microsoft Word is giving an error, but do you really know how to use that application?
Can you read to me what the error on Microsoft Word says?

4. A user tells you that Microsoft Word gives errors when saving a file. What should you do next?
b. Ask the user when the problem first started.