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Collaborative Troubleshooting Operating Systems

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Collaborative Troubleshooting Operating Systems

Introduction
Working in technical support role within an IT department of a major organization requires someone with knowledge of various operating systems and ability to troubleshoot the problem methodically. A good technician can use his knowledge to accurately diagnose, pinpoint the problem, and solve the issue.

Scenario 1

You have recently started in a new technical support role within the IT department of a major manufacturing organization. Your first support call is from a client who is using Windows ME® and has encountered stability problems. Discuss the process you would undertake to identify his or her problem and the operating system’s tools that you would use to do so.

In order to determine the cause of the instability you may need to probe the client and ask questions to help pinpoint the problem. Did the user receive any error messages? Is the computer just generally running slowly? Did the client recently install additional software or hardware? If the client is unable to help answer questions then a process of troubleshooting steps may need to be taken to solve the instability issue. Start with the booting up the computer and checking for any error messages during Power-On Self-Test or POST and that maybe BIOS related. Sometimes BIOS can let you know that a piece of hardware isn’t being detected properly. You may need to enable a device or setting which can be fixed in the BIOS setup. Check your BIOS settings and see that there are no errors in the configuration. A bad configuration can cause a halt the loading process of the OS. Another type of configuration that may need to be checked if Windows fails to load correctly is the Registry. Windows ME has a built in scanreg utility which automatically makes a backup of the registry every time it is booted successfully. You can try to

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