II - Diagnose and Troubleshoot Computer Systems

Unit of Competency Module Title
Diagnose and Troubleshoot Computer System Diagnosing and Troubleshooting Computer System
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General Pointers: Relax If while troubleshooting you are going crazy truing to find the
problem, do something else for a while. Leave it for the next day and get a good rest. Its amazing how often after sleeping on the problem an answer may just pop into your head.
Introduction
+ + + + Diagnose and Troubleshoot Computer System + + + +
Work systematically The computer parts are connected together

in systematic and logical order. hen you are troubleshooting, be sure to wor! systematically and chec! each part could possibly be using the problem. The below steps are our recommended steps to try when troubleshooting any software and hardware related issue on your computer. "ll of these steps are a great way to begin troubleshooting and#or to try when other solutions have not resolved your issue. hen trying these steps, most users will either have their issues resolved or be able to find the next best step for troubleshooting their problem.
Upon completion of this chapter, you will be able to: Diagnose of faults of computer system Repair defects in computer system and networks Test System and Networks
TECHOLOGICAL FOUNDATION INSTITUTE

BAGO CITY NEGROS OCCIDENTAL
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Basic Sources of Problems:

A. Human Error $re%uently the cause of a problem is human error. The user may have done something incorrect which causes the computer to wor! incorrectly. &ome common human errors are' Lac! of familiarity with the software "n incorrect command being executed in the software " wrong !ey being punched The hardware not being plugged in and turned on (ot placing the dis! in the correct drive $orgetting to close the drive door.
B. Software
alfunction
)ach piece of software has its own *personality+ and can have bugs or problems which have nothing to do with the hardware. ,roblems which can show up on your screen after the -.. ,rompt are usually software related. "nother possibility is to call the software manufacturers technical support line. "lso chec! your "/T0)1)-.2"T and -0($I3.&4& files. 0ften erratic computer problems are caused by conflicting programs and commands in these two files. The solution is to remove some or all commands and see if the computer still has a problem.
!. Har"ware
alfunction
,roblems which show up on your screen before the -. prompt are usually hardware related. The following sections in this lesson is how to deal systematically with hardware related problems.
Sym#toms an" Possible !ures

WAR$%$G&&& 5ont wor! on the insides of the computer with the power on. Turn off the computer and disconnect the power card before opening the computer. A. 'roubles(ootin) t(e System *nit 6The system unit is the basic computer box, i.e. chassis, motherboard, and power supply7
A.+ !om#uter "oes not turn on an" a##ears com#letely "ea".

Is the power switch on8 Is there power from the wall outlet8 ,lug a lamp into the wall soc!et to ma!e sure power is available. Is the power cord properly connected to the wall outlet and the computer power soc!et8 5oes the cord loo! 09 and undamaged8 If it loo!s damaged, replace it. 0pen the system unit and push down on all chips to ma!e sure they are seated properly. -hec! the power connector from the power supply to the motherboard. -hec! the loose wire or foreign object such as a screw or nut causing a short. :iggle all the connections inside and outside of the computer. ,ull out and reinsert all the cards; try placing them in different slots. 6The connections may be corroded.7 Ta!e out all non<essential parts so that only the basic parts such as the motherboard, power supply display card, controller and drive are left. 5oes the computer wor! now8 If so replace each part, one at a time until the problem reoccurs. hen you replace a part and the computer stops wor!ing, you !now that part is the reason for the problem. It can then be replaced.

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If the computer still doesnt operate, remove all the remaining cards including the display card and floppy controller, turn on the power and chec! if the power supply fan is running. If it runs, one of the cards you just removed is bad. If the computer doesnt wor! with the minimal parts installed, start replacing each of the remaining parts, beginning with the power supply. 62e sure to turn the power off before reinserting a card7. $irst swap out the power supply; next, the display card, then the drive controller, and finally the motherboard.
A., '(ere is a smell of smoke.

&hut off the computer. 0pen the computer to determine the reason. It is usually a capacitor or battery that has burned out. The faulty component will most li!ely be blac!ened or ash gray. =eplace the damaged subassembly.
A.- '(e com#uter .locks u#/0 .(an)s u#/0 or .free1es/. %n ot(er wor"s0 you can2t )et any fart(er in t(e software.
This problem is usually software<related. Try hitting the escape, control<brea! or control<!eys. Try *control<alt<delete+ to reboot the computer. If you still cannot reboot, try the reset button if the computer has one, or turn on again. The software may not be able to handle the higher speed' try a slower speed and see what happens. If there is still a problem, use the same steps as ".> 6-omputer does not turn on and appears completely dead7
A.3 Error Rea"in) 4ri5e

-hec! to be sure there is a dis! in the drive and that the drive door is closed. Try a different dis! -hec! to see if the dis! is formatted. 4ou may just need to format the dis! with 50& format command first. 6 WAR$%$G: 2e sure no important data is on the dis! before you try this7
A.6 Ba" comman" or file name

This message indicates an incorrect file name has been entered, try re<entering it with the proper syntax.
A.7 Boot 8ailure

"re you trying to *boot+ off a non<system dis!. Insert a dis! with 50& and see if it will boot. If it doesnt boot follow the steps in the next 6".?7.
A.9 4ri5e makes noise or "oesn2t run #ro#erly

The dis!ette may be of poor %uality and offers too much friction' try a different dis!ette. -hec! whether the label has come off the dis! and gotten stuc! in the drive. -hec! the software. Is the software damaged or is a file missing. Try a new copy of the program. If one drive is giving problems, change the cables so as the reverse the drive 65rive " becomes drive 2 and vice versa7. Is there still the same problem on the same drive, or has it moved to the other drive8 Try the program on someone elses computer. If it still doesnt wor!, the problem is probably the software. -hec! the drive cables to be sure they are firmly in place. If the same drive shows the same problem, try replacing the drive. If the other drive gives problems and the first one is 09, try swapping the out the floppy#hard dis! controller.

Diagnose and Troubleshoot Computer System Diagnosing and Troubleshooting Computer System If the problem persists try swapping the motherboard.
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A.: !annot format a - ; inc( "ri5e for +.33 b

The *device+ or *drive+ data may have been lost in the config.sys file. The floppy dis! may be defective.
B. 'roubles(ootin) t(e Har" 4isk 4ri5e B.+ '(e (ar" "ri5e will not boot u# w(en you turn on t(e com#uter0 or t(e (ar" "ri5e makes unusual noise.
Try booting off drive " and then see if you can access the hard drive. If it is accessible, this means the trac! zero is bad and the drive needs to be reformatted. It could also mean that the boots up files are corrupted. Transfer the boot up files from floppy dis! to the hard dis! 6i.e. sys a' c'7. If that doesnt wor!, bac! up all the data on the drive and reformat the drive. 0pen the computer and chec! that no cables have come loose between the drive and hard dis! controller. If the hard drive is totally inaccessible you can try reformatting it. This will cause all data to be lost. If you have valuable data on the drive you can ta!e it to service center that specializes in hard drives and they may able to save some of the data. If the hard drive cannot be reformatted, try the drive on another computer. If it does not wor!, replace the drive. Try another good type of controller in your computer. If the drive wor!s, replace the faulty controller.
!. 'roubles(ootin) t(e
onitor
!.+ '(e com#uter seems to be workin)0 but t(e screen is blank.

Is the monitor turned on8 -hec! the green L)5 power on the monitor if it has one. "djust the brightness and contrast controls all the way to maximum. -hec! the video cable from the monitor to the computer to be sure it is properly connected. -hec! the power cable. Is it connected properly at both ends8 Try a different monitor on your computer. If it doesnt wor!, the display card is li!ely at fault. =eplace the display card. Try your monitor on a different computer. If it doesnt wor! replace the monitor or have the monitor or have it repaired by a trained technician. -hec! the memory module of your computer. It may not be properly installed or the memory is defective.
!., !om#uter boots0 but "is#lays .<unk/ on t(e screen

It may be that the display card is defective; try a different card. If it wor!s, then your first card may be bad. Try the suspected bad card on another computer. If it displays the same thing, it is fairly conclusive that the card is bad.

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!.- 4is#lay is "im0 o5erly bri)(t0 or blurry0 or un#leasant. 4is#lay is off center. =eft or ri)(t si"e of monitor is obscure".
Try adjusting the control !nobs located on either the front or the bac! of the monitor. It may be necessary to open the monitors casing to get the proper adjustment controls. In this case be very careful because there are high voltage in the monitor.
!.3 '(e 5i"eo "is#lay fa"es an" bri)(tens0 or is wa5y.

The voltage may be fluctuating due to so many appliances or electric devices on the same branch circuit. Turn off all other appliances and peripheral, such as printers, external modem, refrigerator, microwave oven transformer, etc.. and see if that solves the problem. Try a different monitor on your computers; if the problem persists, try swapping out the display card. If the problem was solved by changing the monitor, repair or replace the monitor.
!.6 %ma)e on t(e screen is not strai)(t across t(e screen

If the monitor is still under warranty, bring it bac! to the store for adjustment. If you want to do it yourself, bare in mind that this is a potentially dangerous procedure. 6 WAR$%$G&&& T@I& I& " 5"(3)=0/& ,=0-)5/=) because it must be done while the monitor is on and there are very high voltages around the picture tube. 0pen the monitor casing and loosen the clamp holding the coils around the picture tube. 4ou can loosen them 6usually theres a wing nut7 and rotate the coil assembly until the picture straightens.
4. 'roubles(ootin) t(e >eyboar" D.1 KB error, 301 error, or the keyboard is inoperable
Aa!e sure the !eyboard is plunged in. -hec! that the front panel !eyboard lic! switch is in the unloc!ed position. If you have an "T#,&B switchable !eyboard, chec! to see that it is on the proper setting. -hec! that no !ey is stuc!. Try different !eyboard, if it wor!s properly the original !eyboard is your suspect. Try the original !eyboard on a different computer. If it doesnt wor! properly, the !eyboard is at fault and need to be replaced.
4., ?ou strike t(e key once an" it #ro"uces two letters. Strikin) keys #ro"uces no results on screen. Some keys transmit c(aracters an" some "on2t. Wron) c(aracter set "is#laye".
-hec! the !eyboard connector at the bac! of the computer to ma!e sure it is properly plunged in. -hec! that the problem is not software<related by using different software. -hec! possible stuc! !eys. Try a different !eyboard. The switches under the !eys tend to wear out from constant use and humidity. "lso dirt can get between the contacts thereby affecting the connections. 4ou can try ta!ing the !ey tops off and cleaning the contacts with rubbing alcohol.
E. 'roubles(ootin) t(e E.+ Parity Errors
emory
,arity errors indicate that a memory chip is bad.

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$irst if the computer has a memory expansion board, determine if the faulty chip is on the memory board or the motherboard. If the parity error came up during the ="A chec! it will stop at the number at which the faulty chip is located. If the fault is with the memory card hopefully ="A chip testing program will have come with the card when you purchased it. This program will locate and often display graphically where the faulty chip is. If you dont have such program use the same procedure ad outline on the succeeding notes. It is hard to trac! down the exact chip which is bad on the motherboard because each 2I0& 6which sends the error message7 for the clone uses a different error message coding. $inding the faulty chip can be a redious tas!. Ta!e our all memory cards. Try pressing down on all the ="A chips on the motherboard, sometimes corrosion will affect the contacts and cause the parity error, pressing down on the chips helps seat the chips and improve the connections. Ta!e out the last ban! of chips and change the 5I, switches to reflect any changes in the amount of memory installed. 5o you still have parity error8 If not you !now that the bad chip6s7 is one or more of those nine installed chips. =eplace it one at a time with the nine chips that you just removed. Turn on the computer after installing each chip to see if a parity error pops up. If it does, you !now you have found the bad chip. =eplace any bad chip6s7 with new one6s7.
8. 'roubles(ootin) t(e %nternal
o"em
8.+ !annot call out or recei5e calls.

Aa!e sure the phone line is clear and operable by calling out with a telephone. 5ouble chec! that the parameters for baud, parity stop bits, etc.. have been set properly. -hec! that the -0A ports are matched between the hardware and the communication software. -hec! that you have the proper -0A port number. 5T= setting and interrupt level settings. The software may not be functioning properly. Try it on another computer. If it does not wor! the software is your suspect. Try another communications software on your computer. Try ta!ing out or disabling all other serial ports to see if the problem is caused by a -0A port. I=C or 5T= conflict. Try your modem in another computer if it does not wor! there. "lso, the modem is your suspect and should be replaced. Try another modem in your computer.
G. 'roubles(ootin) t(e Serial@PS,
ouse
G.+ Serial @PS, mouse "oes not res#on"

The mouse settings on your computer is not configured properly. -hec! with the software to be sure you have the correct settings. =emove all other serial ports to be sure they are not conflicting with the mouse. Try a different mouse on your computer. If it wor!s the original mouse is probably faulty and needs to be replaced or repaired. Try the mouse on another computer if it does not wor! the mouse is probably faulty and needs to be replaced or repaired.

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H. 'roubles(ootin) t(e Printer H.+ Printer will not #rint

&erial printers can be very problematic. They may re%uire you to get a special cable redirect the parameters from L,T > to -0A> and set the baud rate and parity to match between the software and the printer. -hec! with the manufacturer or documentation for the correct installation procedure. "lso chec! the following steps as for parallel printer problems. ith the parallel printer chec! the connection of the printer cable to the printer and computer. -hec! whether the ribbon is worn. =eplace it if necessary. Aa!e sure the printer ribbon is installed correctly. Try the printer self<test. If it wor!s go to the next step. If the self<test does not wor!, the problem is printer related. Try a 50& print screen. If it wor!s this means the computer is communicating properly with the printer and it is set up properly. If you can do a print screen the installation of your application program is probably incorrect. If you cannot do a print screen chec! the printer cable. Try a different port for the printer cable. Try a different card with a parallel port. Try removing all other parallel ports to sure there are no port conflicts. If the printer wor!s, then you !now a port conflict exists. Try the printer on a different computer, if it wor!s, then your computer is at fault. If it still doesnt wor! you need to have the printer serviced.
!om#uter PAS' @ bee# co"es

PAS' AB!s
The computer ,0&T 6Power On Self Test) tests the computer, insuring that it meets the necessary system re%uirements and that all hardware is wor!ing properly before starting the remainder of the boot process. If the computer passes the ,0&T the computer will have a single beep 6with some computer BIOS manufacturers it may beep twice7 as the computer starts and the computer will continue to start normally. @owever, if the computer fails the ,0&T, the computer will either not beep at all or will generate a beep code, which tells the user the source of the problem.
'(e ste#s of a PAS'

)ach time the computer boots up the computer must past the ,0&T. 2elow is the common steps a ,0&T performs each time your computer starts. >. Test the power supply to ensure that it is turned on and that it releases its reset signal. B. -,/ must exit the reset status mode and thereafter be able to execute instructions. D. 2I0& chec!sum must be valid, meaning that it must be readable. 4. -A0& chec!sum must be valid, meaning that it must be readable. E. -,/ must be able to read all forms of memory such as the memory controller, memory bus, and memory module. 6. The first FG92 of memory must be operational and have the capability to be read and written to and from, and capable of containing the ,0&T code.

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7. I#0 bus # controller must be accessible. H. I#0 bus must be able to write # read from the video subsystem and be able to read all video ="A. If the computer does not pass any of the above tests, your computer will receive an irregular ,0&T. "n irregular ,0&T is a beep code that is different from the standard one or two beeps. This could be either no beeps at all or a combination of different beeps indicating what is causing the computer not to past the ,0&T. -an do to resolve the issue or help determine what hardware has failed in the computer so it can be replaced. If youIre getting a beep code the remainder of this page contains a listing of each of the major manufacturers beep codes and what they each mean.
A % B%AS bee# co"es

2elow are the "AI 2I0& 2eep codes that can occur. @owever, because of the wide variety of different computer manufacturers with this 2I0&, the beep codes may vary. 2eep -ode > short B short D short G short E short F short ? short H short L short >J short >> short > long, D short > long, H short 5escriptions 5="A refresh failure ,arity circuit failure 2ase FG9 ="A failure &ystem timer failure ,rocess failure 9eyboard controller 3ate "BJ error Kirtual mode exception error 5isplay memory =ead# rite test failure =0A 2I0& chec!sum failure -A0& shutdown =ead# rite error -ache Aemory error -onventional#)xtended memory failure 5isplay#=etrace test failed
AWAR4 B%AS bee# co"es

2elow are "ward 2I0& 2eep codes that can occur. @owever, because of the wide variety of different computer manufacturers with this 2I0&, the beep codes may vary. 2eep -ode > long, B short "ny other beep6s7 5escription Indicates a video error has occurred and the 2I0& cannot initialize the video screen to display any additional information ="A problem.
If any other correctable hardware issues, the 2I0& will display a message.

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%B
B%AS bee# co"es
2elow are I2A 2I0& 2eep codes that can occur. @owever, because of the wide variety of models shipping with this 2I0&, the beep codes may vary. 2eep -ode (o 2eeps > &hort 2eep B &hort 2eep -ontinuous 2eep =epeating &hort 2eep 0ne Long and one &hort 2eep 0ne Long and Two &hort 2eeps 0ne Long and Three &hort 2eeps. Three Long 2eeps 0ne 2eep, 2lan! or Incorrect 5isplay acintos( startu# tones Tones )rror Tone. 6two sets of different tones7 &tartup tone, drive spins, no video ,owers on, no tone. @igh Tone, four higher tones. )rror ,roblem with logic board or &-&I bus. ,roblem with video controller. Logic board problem. ,roblem with &IAA. 5escription (o ,ower, Loose -ard, or &hort. (ormal ,0&T, computer is o!. ,0&T error, review screen for error code. (o ,ower, Loose -ard, or &hort. (o ,ower, Loose -ard, or &hort. Aotherboard issue. Kideo 6Aono#-3" 5isplay -ircuitry7 issue. Kideo 6)3"7 5isplay -ircuitry. 9eyboard # 9eyboard card error. Kideo 5isplay -ircuitry.
P(oenix B%AS bee# co"es

2elow are the beep codes for ,@0)(I1 2I0& CD.J? 0= G.1 2eep -ode ><><><D ><><B<> ><><B<D ><><D<> ><><D<><D<D ><><G<> ><><G<D 5escription # hat to -hec!
Kerify =eal Aode. 3et -,/ type. Initialize system hardware. Initialize chipset registers with initial ,0&T values. &et in ,0&T flag. Initialize -,/ registers. Initialize cache to initial ,0&T values. Initialize I#0.

Unit of Competency Module Title ><B<><> ><B<><B<><D ><B<B<> ><B<B<D ><B<D<> ><B<D<D ><B<G<> ><D<><> ><D<><D ><D<B<> ><D<D<> ><D<D<D ><D<G<> ><D<G<D ><G<><D ><G<B<G ><G<D<> ><G<D<G<D<D ><G<G<> ><G<G<><> B<><><D B<><B<> B<><B<D B<><B<G B<><D<> B<><D<D<D B<><G<> B<><G<D B<B<><> B<B<><D B<B<B<>
Diagnose and Troubleshoot Computer System Diagnosing and Troubleshooting Computer System Initialize ,ower Aanagement.
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Load alternate registers with initial ,0&T values. :ump to /ser,atchJ. Initialize !eyboard controller. 2I0& =0A chec!sum. HBEG timer initialization. HBD? 5A" controller initialization. =eset ,rogrammable Interrupt -ontroller. Test 5="A refresh. Test H?GB 9eyboard -ontroller. &et )& segment to register to G 32. BH "utosize 5="A. -lear E>B9 base ="A. Test E>B base address lines. Test E>B9 base memory. Test -,/ bus<cloc! fre%uency. =einitialize the chipset. &hadow system 2I0& =0A. =einitialize the cache. "utosize cache. -onfigure advanced chipset registers. Load alternate registers with -A0& values. &et Initial -,/ speed. Initialize interrupt vectors. Initialize 2I0& interrupts. -hec! =0A copyright notice. Initialize manager for ,-I 0ptions =0As. -hec! video configuration against -A0&. Initialize ,-I bus and devices. Initialize all video adapters in system. &hadow video 2I0& =0A. 5isplay copyright notice. 5isplay -,/ type and speed. Test !eyboard. &et !ey clic! if enabled.

Unit of Competency Module Title B<B<B<D B<B<D<> B<B<D<D B<B<G<> B<D<><> B<D<><D B<D<B<> B<D<B<D B<D<D<> B<D<D<D B<D<G<> B<D<G<D B<G<><> B<G<><D B<G<B<> B<G<B<D B<G<G<> B<G<G<D D<><><> D<><><D D<><B<> D<><B<D D<><D<> D<><D<D D<><G<> D<B<><> D<B<><D D<B<B<> D<B<B<D D<B<D<> D<B<D<D D<B<G<> D<B<G<D D<D<><>
Diagnose and Troubleshoot Computer System Diagnosing and Troubleshooting Computer System EF )nable !eyboard. Test for unexpected interrupts. 5isplay prompt Press 8, to enter SE'*P. Test ="A between E>B and FGJ!. Test expanded memory. Test extended memory address lines. :ump to /ser,atch>. -onfigure advanced cache registers. )nable external and -,/ caches. 5isplay external cache size. 5isplay shadow message. 5isplay non<disposable segments. 5isplay error messages. -hec! for configuration errors. Test real<time cloc!. -hec! for !eyboard errors &et up hardware interrupts vectors. Test coprocessor if present. 5isable onboard I#0 ports. 5etect and install external =&BDB ports. 5etect and install external parallel ports. =e<initialize onboard I#0 ports. Initialize 2I0& 5ata "rea. Initialize )xtended 2I0& 5ata "rea. Initialize floppy controller. Initialize hard<dis! controller. Initialize local<bus hard<dis! controller. :ump to /ser,atchB. 5isable "BJ address line. -lear huge )& segment register. &earch for option =0As. &hadow option =0As. &et up ,ower Aanagement. )nable hardware interrupts. &et time of day.
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Unit of Competency Module Title D<D<><D D<D<D<> D<D<D<D D<D<G<> D<D<G<D D<G<><> D<G<><D D<G<B<> D<G<B<D D<G<D<> D<G<G<> D<G<G<D D<G<G<G G<><><> G<B<><> G<B<><D G<B<B<> G<B<B<D G<B<D<> G<B<D<D G<B<G<> G<D<><D G<D<><G G<D<B<> G<D<B G<D<D G<D<G<B G<D<G<D
Diagnose and Troubleshoot Computer System Diagnosing and Troubleshooting Computer System -hec! !ey loc!. )rase $B prompt. &can for $B !ey stro!e. )nter &)T/,. -lear in<,0&T flag. -hec! for errors
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,0&T done<<prepare to boot operating system. 0ne beep. -hec! password 6optional7. -lear global descriptor table. -lear parity chec!ers. -lear screen 6optional7. -hec! virus and bac!up reminders. Try to boot with I(T >L. Interrupt handler error. /n!nown interrupt error. ,ending interrupt error. Initialize option =0A error. &hutdown error. )xtended 2loc! Aove. &hutdown >J error. Initialize the chipset. Initialize refresh counter. -hec! for $orced $lash. -hec! @ status of =0A.
2I0& =0A is 09. 5o a complete ="A test. 5o 0)A initialization. Initialize interrupt controller. =ead in bootstrap code. Initialize all vectors. 2oot the $lash program. Initialize the boot device. 2oot code was read 09.

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'(e P! Boot Process

The power supply performs a self<test. hen all voltages and current levels are acceptable, the supply indicates that the power is stable and sends the ,ower 3ood signal to the processor. The time from switch< on to ,ower 3ood is usually between .> and . E seconds.
,ower supply switched on.
The microprocessor timer chip receives the ,ower 3ood signal.
ith the arrival of the ,ower 3ood signal the timer chip stops sending reset signals to the processor allowing the -,/ to begin operations.
The -,/ starts executing the =0A 2I0& code.
The -,/ loads the =0A 2I0& starting at =0A memory address $$$$'JJJJ which is only >F bytes from the top of =0A memory. "s such it contains only a :A, 6jump7 instruction that points to the actual address of the =0A 2I0& code.
The =0A 2I0& performs a basic test of central hardware to verify basic functionality.
"ny errors that occur at this point in the boot process will be reported by means of Ibeep< codesI because the video subsystem has not yet been initialized.
The 2I0& searches for adapters that may need to load their own =0A 2I0& routines.
Kideo adapters provide the most common source of adapter =0A 2I0&. The start<up 2I0& routines scan memory addresses -JJJ'JJJJ through -?HJ'JJJJ to find video =0A. "n error loading any adapter =0A generates an error such as' 1111 =0A )rror where 1111 represents the segment address of the failed module.
The =0A 2I0& chec!s to see if this is a Icold<startI or a Iwarm<startI
To determine whether this is a warm<start or a cold start the =0A 2I0& startup routines chec! the value of two bytes located at memory location JJJJ'JG?B. "ny value other

Page 1! of 89 than >BDGh indicates that this is a cold<start.
If this is a cold<start the =0A 2I0& executes a full ,0&T 6,ower 0n &elf Test7. If this is a warm<start the memory test portion of the ,0&T is switched off.
The ,0&T can be bro!en down into three components' The Kideo Test initializes the video adapter, tests the video card and video memory, and displays configuration information or any errors. The 2I0& Identification displays the 2I0& version, manufacturer, and date. The Aemory Test tests the memory chips and displays a running sum of installed memory. )rrors that occur during the ,0&T can be classified as either IfatalI or Inon<fatalI. " non< fatal error will typically display an error message on screen and allow the system to continue the boot process. " fatal error, on the other hand, stops the process of booting the computer and is generally signaled by a series of beep<codes. -A0& 6which stands for -omplementary Aetal<0xide &emiconductor7 is a small area of memory 6FG bytes7 which is maintained by the current of a small battery attached to the motherboard. Aost importantly for the =0A 2I0& startup routines -A0& indicates the order in which drives should be examined for an operating systems < floppy first, -5<=om first, or fixed dis! first.
The 2I0& locates and reads the configuration information stored in -A0&.
A#eratin) System 0n a fixed dis! the Aaster 2oot =ecord occupies the very first sector at cylinder J, head J, sector >. It is E>B bytes in size. If this sector is found it is loaded into memory at address JJJJ'?-JJ and tested for a valid signature. " valid signature would be the value EE""h in the last two bytes. Lac!ing an A2= or a valid signature the boot process halts with an error message which might read' (0 =0A 2"&I- < &4&T)A @"LT)5 " Aaster 2oot =ecord is made up of two parts < the partition table which describes the layout of the fixed dis! and the partition loader code which includes instructions for continuing the boot process.
If the first bootable dis! is a fixed dis! the 2I0& examines the very first sector of the dis! for a Aaster 2oot =ecord 6A2=7. $or a floppy the 2I0& loo!s for a 2oot =ecord in the very first sector.
BR
ith a valid A2= loaded into memory the 2I0& transfers
The process of installing multiple operating systems on a single ,- usually involves

Diagnose and Troubleshoot Computer System Diagnosing and Troubleshooting Computer System control of the boot process to the partition loader code that ta!es up most of the E>B bytes of the A2=.
Page 1" of 89 replacing the original partition loader code with a 2oot Loader program that allows the user to select the specific fixed dis! to load in the next step of the process
Partition 'able
The partition loader 6or 2oot Loader7 examines the partition table for a partition mar!ed as active. The partition loader then searches the very first sector of that partition for a 2oot =ecord.
The 2oot =ecord is also E>B bytes and contains a table that describes the characteristics of the partition 6number of bytes per sectors, number of sectors per cluster, etc.7 and also the jump code that locates the first of the operating system files 6I0.&4& in 50&7.
Boot Recor"
The active partitionIs boot record is chec!ed for a valid boot signature and if found the boot sector code is executed as a program.
The boot sectorIs loader chec! the root directory of the active partition to ensure that the first two files found 650& F or earlier7 are I0.&4& and A&50&.&4& 6or their e%uivalent7.
%A.S?S
If found in the first position on the active partition, I0.&4& is loaded into the highest region of contiguous 50& memory and the control of the boot process is handed over to it.
I0.&4& locates A&50&.&4& 6which immediately follows it on dis! in 50& F or earlier7 and loads it into low memory, overwriting the =0A 2I0& initialization code that had been loaded there earlier in the boot process.
!A$8%G.S?S
I0.&4& reads -0($I3.&4& 6if present7.
If loading -0($I3.&4&, 5)KI-) statements are processed first in the order they appear. Then any I(&T"LL statements are processed in the order they appear. The &@)LL statement is then processed loading the named program as the -ommand Line Interpreter for 50&. If no &@)LL statement is present -0AA"(5.-0A is used as the default shell.
!A
A$4.!A
-0AA"(5.-0A is loaded into memory. It sits between the user and 50& as the command line interpreter. If "/T0)1)-.2"T is present, -0AA"(5.-0A loads it and executes the commands it contains.
If "/T0)1)-.2"T is not found -0AA"(5.-0A executes its internal 5"T) and TIA) commands.
A*'AEBE!.BA'
"/T0)1)-.2"T contains a list of software routines and environmental variables that are run at start<up.

Page 1# of 89
4AS Prom#t
If everything goes well -0AA"(5.-0A now displays the 50& prompt and awaits the users commands.
/sing the prompt command in "/T0)1)-.2"T and the "(&I.&4& driver loaded by -0($I3.&4& the 50& prompt can be customized in a number of ways. The standard 50& prompt is is created with the command' ,=0A,T M,M3. ith the "(&I.&4& driver loaded the following command displays a two color 50& prompt'
,=0A,T M)ND>mMpMgM)NJmMeNDB;GJm =egardless of how complex your particular computer or peripheral device might be, a dependable troubleshooting procedure can be bro!en down into four basic steps' define your symptoms, identify and isolate the potential source 6or location7 of your problem, repair or replace the suspected sub<assembly, and re<test the unit thoroughly to be sure that you have solved the problem. If you have not solved the problem, start again from &tep O>. This is a *universal+ procedure that you can apply to any sort of troubleshootingP not just for personal computer e%uipment. 4E8%$E ?A*R S? P'A S hen a ,- brea!s down, the cause might be as simple as a loose wire or connector, or as complicated as an I- or sub<assembly failure. 2efore you open your tool box, you must have a firm understanding of all the symptoms. Thin! about the symptoms carefullyPfor example' Is the dis! or tape inserted properly8 Is the power or activity L)5 lit8 5oes this problem occur only when the computer is tapped or moved8 2y recognizing and understanding your symptoms, it can be much easier to trace a problem to the appropriate assembly or component. Ta!e the time to write down as many symptoms as you can. This note<ta!ing might seem tedious now, but once you have begun our repair, a written record of symptoms and circumstances will help to !eep you focused n the tas! at hand. It will also help to jog your memory if you must explain the symptoms to someone else at a later date. "s a professional troubleshooter, you must often log problems or otherwise document your activities anyway.
%4E$'%8? A$4 %SA=A'E

2efore you try to isolate a problem within a piece of computer hardware, you must first be sure that the e%uipment itself is causing the problem. In many circumstances, this will be fairly obvious, but some situations might appear ambiguous 6i.e., there is no power, no 50& prompt, etc.7. "lways remember that a ,- wor!s because of an intimate mingling of hardware and software. " faulty or improperly configured piece of software can cause confusing system errors. hen you are confident that the failure lies in your systems hardware, you can begin to identify possible problem areas. 2ecause this boo! is designed to deal with sub<assembly

Page 1$ of 89
troubleshooting, start your diagnostics there. The troubleshooting procedures throughout this boo! will guide you through the major sections of todays popular ,- components and peripherals, and aid you in deciding which sub<assembly might be at fault. hen you have identified a potential problem area, you can begin the actual repair process and swap the suspect sub<assembly.
REPA%R AR REP=A!E
2ecause computers and their peripherals are designed as collections of subassemblies, it is almost always easier to replace a sub<assembly outright, rather than attempt to troubleshoot the sub< assembly to its component level. )ven if you had the time, documentation, and test e%uipment to isolate a defective component, many complex parts are proprietary, so it is highly unli!ely that you would be able to obtain replacement components without a significant hassle. The labor and frustration factor involved in such an endeavor is often just as expensive as replacing the entire sub< assembly to begin with 6perhaps even more expensive7. 0n the other hand, manufacturers and their distributors often stoc! a selection of sub<assemblies and supplies. 4ou might need to !now the manufacturers part number for the sub<assembly to obtain a new one. 5uring a repair, you might reach a roadbloc! that re%uires you to leave your e%uipment for a day or two, or maybe longer. This generally happens after an order has been placed for new parts, and you are waiting for those parts to come in. Aa!e it a point to reassemble your system as much as possible before leaving it. 3ather any loose parts in plastic bags, seal them shut, and mar! them clearly. If you are wor!ing with electronic circuitry, be sure to use good<%uality anti<static boxes or bags for storage. ,artial re<assembly 6combined with careful notes7 will help you remember how the unit goes together later on. "nother problem with the fast technological progress we enjoy is that parts rarely stay on the shelf long. That video board you bought last year is no longer available, is it8 @ow about that G1 -5< =0A drive you put in some time bac!8 Today, theres something newer and faster in its place. hen a ,- fails and you need to replace a bro!en device, chances are that youll need to upgrade simply because you cannot obtain an identical replacement device. $rom this standpoint, upgrading is often a proxy of troubleshooting and repair.
REC'ES'
hen a repair is finally complete, the system must be reassembled carefully before testing it. "ll guards, housings, cables, and shields must be replaced before final testing. If symptoms persist, you will have to reevaluate the symptoms and narrow the problem to another part of the e%uipment. If normal operation is restored 6or greatly improved7, test the computers various functions. hen you can verify that the symptoms have stopped during actual operation, the e%uipment can be returned to service. "s a general rule, it is wise to let the system run for at least BG hours to ensure that the replacement sub<assembly will not fail prematurely. This is !nown as letting the system burn in. 5o not be discouraged if the e%uipment still malfunctions. ,erhaps you missed a jumper setting or 5I, switch, or maybe software settings and device drivers need to be updated to accommodate the replacement sub<assembly. If you get stuc!, simply wal! away, clear your head, and start again by defining the current symptoms. (ever continue with a repair if you are tired or frustratedPtomorrow is another day. )ven the most experienced troubleshooters get overwhelmed from time to time. 4ou should also realize that there might be more than one bad assembly to deal with. =emember that a ,- is just a collection of assemblies, and each assembly is a collection of parts. (ormally, everything wor!s together, but when one assembly fails, it might cause one or more interconnected assemblies to fail as well.

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Session 1 Self Check

ulti#le !(oice: Write "own t(e letter of your best answer on t(e s#ace #ro5i"e" before eac( number. QQQQ >. The signal that signifies all power supplied are stable. a. b. c. d. RD.DK Kcore REK ,ower 3ood
QQQQ B. The type of test where you let the system run for at least BG hours to ensure that the replacement sub<assembly will not fail prematurely. a. b. c. d. 2urn in 2urn out 2rea! down 2rea! test
QQQQ D. It can be much easier to trace a problem to the appropriate assembly or component byS a. b. c. d. burn in testing the replaced component. testing the isolated components. testing all your components. recognizing and understanding your symptoms.
QQQQ G. )rrors that occur during the ,0&T can be classified as either IfatalI or Inon<fatalI. a. True b. $alse QQQQ E. ,art of the ,0&T that displays the 2I0& version, manufacturer, and date. a. b. c. d. 2I0& Identification Aemory test Kideo test =ead< rite test
Session + Self !(eck Answers

>. B. D. G. E. d a d a a
'%PS: SA E 'RA*B=ES A$4 SA=*'%A$ % (a5e #roblems in Win"ows after installin) new software. Issue:
I have problems in indows after installing new software.

Page 19 of 89
Cause:
"fter installing any type of utility, driver or other software program on a computer you can encounter an almost endless list of issues that can be caused by any of the below reasons. >. -onfliction with other software installed on the computer. B. Issue with program. D. Improper installation or problems with installation.
Solution: =einstall or uninstall the program

If youIre encountering problems with your computer or other programs after installing new software on your computer attempt to uninstall the program and see if the issues persist. "dditional information about how to uninstall program in indows can be found on document -@JJJDG?. "fter the program has been uninstalled try installing the program again. "dditional information and tips with installing software can be found on document -@JJJEF>. $ote: If after installing a program youIre unable to boot into indows, try booting into &afe Aode. "dditional information about getting into &afe Aode can be found on document -@&"$). In &afe Aode follow the above steps. -hec! for software program updates or new versions If youIre installing a software program or drivers for a hardware device such as a printer. "ttempt to get the latest software and#or drivers from the manufacturer instead of using the included software. " listing of lin!s to drivers can be found on our drivers page.
How "o % fix ille)al o#erationsD Issue: @ow do I fix Illegal 0perations8 Cause:
Illegal 0perations can be caused by several different factors. 2elow is a listing of the more commonly !nown reasons for getting an Illegal 0perations. >. T&=Is or Third<party programs causing memory conflicts or other types of conflicts with the program or programs attempting to be run. B. 5ata not being read properly from source. =unning a program or game with a dirty -5 can cause the -5 to be read improperly causing Illegal 0perations. $loppy dis!ettes which may contain errors can cause illegal operations. D. Installing a program or game on a hard dis! drive that has errors or is highly fragmented. G. -orrupt files. E. Aemory managers. F. 2ad, incorrect or not the latest video drivers. ?. -omputer Kirus. H. "dded hardware L. )rror in program coding >J. -orruption or problem within indows. >>. 2ad Aemory, invalid bits or physically bad memory.

Page 2% of 89
Solution:
T&=Is or Third<party programs T&=Is or Third<party programs running in the bac!ground are one of the more commonly found reasons for Illegal 0perations. If you are receiving an Illegal 0peration when attempting to run a game or program it is recommend that you temporarily remove or disable programs running and T&=Is running in the bac!ground, ensuring that these programs are not causing your issues. "dditional Information on how to remove a T&= can be found on document -@T&=. If, after removing these programs, you run the program or game and no longer receive the Illegal 0perations, it is recommend that you reboot the computer and disable or )nd Tas! each program or T&= one at a time to attempt to determine which program is causing the Illegal 0peration. 5ata not being read properly from source hen running a program or game from a -5 you receive an Illegal 0peration, verify that the -5 is clean. "dditional information on how to clean a -5 or -5<=0A drive can be found on our -leaning ,age. If you are running a game from a floppy dis!ette or other floppy media such as a zip dis!ette or L&>BJ, verify that the dis!ette does not have physical errors with it by running a scandis! or a dis! drive utility included with the drive. Installing a program or game on a hard dis! drive that has errors or is highly fragmented hen installing a program or game onto a hard dis! drive it is recommended if you receive errors after installing that program or game that you attempt to uninstall that program or game, run a scandis!, then a defrag, and finally attempt to install the program or game again. If errors exist on the hard dis! drive, they will cause the program or game to run improperly and can cause Illegal 0perations. "dditional Information on scandis! can be found on our &candis! ,age. "dditional Information on defrag can be found on our 5efrag ,age.
!orru#t files
-orrupt, bad or missing files can cause Illegal 0perations. It is recommended that you attempt to uninstall and or reinstall the program causing the Illegal 0peration to verify that any corrupt, bad or missing files are replaced or repaired during the reinstallation.
emory mana)ers
If you are running a memory manager that is used to obtain more memory or handle the computer memory in replace of indows, it is recommended you temporarily disable or uninstall this program to verify it is not the memory manager causing the Illegal 0perations. 2ad, incorrect or not the latest video drivers 2ad, incorrect or not the latest video drivers may cause Illegal 0perations when performing such tas!s as moving the mouse or dragging data from one source to another as high demands are placed onto the video card. "ttempt to decrease the video settings to FGJ x GHJ, BEF colors to verify if the program or game being run is having errors because of the current video settings.
!om#uter Eirus

Page 21 of 89
2ecause computer viruses are loaded into memory and can change the data of program files when infecting a computer, ensure that a virus protection utility is installed on the computer and that you have the latest Kirus 5efinition. "dded hardware If added hardware has been recently installed onto the computer it is li!ely that either the hardware is conflicting with other hardware devices on the computer or that the drivers used to install that hardware is causing issues with other hardware or software installed on the computer. If added hardware has recently been added to the computer, it is recommended that you temporarily remove that added hardware and the software associated with it to ensure it is not causing your issues.
Error in #ro)ram co"in)

If you are receiving Illegal 0perations only when running a particular program, verify that the program is compatible with the Kersion of indows you are running and ensure no available patches or software are available that may fix errors made during the development stages.
!orru#tion or #roblem wit(in Win"ows

2ecause indows controls the memory operations as well as the file structure and association, it is possible for indows or files associated with indows to become corrupted, causing Illegal 0perations or other errors. It is recommended you reinstall indows if you are experiencing Illegal 0perations in indows or more than one program trying to be run on the computer.
Ba"
emory0 in5ali" bits or #(ysically ba" memory
It is possible that bad memory can cause Illegal 0perations. If you have recently added memory to the computer, it is recommended that it first be removed to verify that you are not experiencing conflicts with the recently installed memory. If no memory has been recently added to the computer and you have tried all the above recommendations you can find additional information about testing your memory on document -@JJJ?JH.
y com#uter is runnin) slow w(at ste#s can % "o to fix itD Issue:
Ay computer is running slow what steps can I do to fix it8
Cause: '(is issue can be cause" by any of t(e below #ossibilities.

>. @ard dis! drive is short on available dis! space. B. &everal software programs have been installed#uninstalled leaving behind bad files and#or confusing the software. D. 5ata -orruption. G. -omputer is overheating. E. 2ad @ardware.

Page 22 of 89
dditional infor!ation:
If your Internet is slow this document does not contain information about this issue. &ee document -@JJJLHF for additional information about why your Internet connection may be slow.
P! Solution:
2elow are steps for Aicrosoft computer is running slow. indows that should help speed up the computer or determine why the
$ot enou)( (ar" "isk "ri5e s#ace

If you have a hard dis! drive that is B32 or smaller, ensure that there is at least BJJA2 of hard dis! drive space free. If you have a hard drive larger than this size, verify that there is at least EJJA2 of free hard dis! space. This available space allows the computer to have room for the swap file to increase in size as well as room for temporary files. &ee document -@JJJEBH for additional information about regaining lost hard dis! drive space.
Har" "ri5e corru#te" or fra)mente"

=un &candis! or something e%uivalent to help ensure that there is nothing physically wrong with the computer hard dis! drive. =un 5efrag to help ensure that data is arranged in the best possible order.
Back)roun" #ro)rams
=emove or disable any T&=s or programs that automatically start each time the computer boots. &ee document -@T&= for additional information.
Har"ware conflicts
Kerify that the 5evice Aanager has no conflicts, but if conflicts are present, resolve them.
%ssues in Win"ows F6 @ F: autoexec.bat @ confi).sys

If you are using Aicrosoft indows LE or from A&<50& follow the below steps. indows LH and do not plan on running any A&<50& programs
>. -lic! &tart, =un and type command and press enter. B. In the A&<50& window type cdT to get to -'T. and then type ren autoexec.bat autoexec.c( and ren confi).sys confi).c( This will rename your autoexec.bat and config.sys and help ma!e sure memory is being optimized through indows.
!om#uter or #rocessor is o5er(eatin)

Aa!e sure your computer and processor is not overheating, excessive heat can cause a significant decrease in computer performance some processors will even lower the speed of the processor automatically to help compensate for the heat related issues. "dditional information about your processor temperature and was of determining how hot it is can be found on document -@JJJFH?.

Page 2 of 89
S#ecific o#eratin) system basic troubles(ootin)

Try running through the basic troubleshooting steps for your operating system.
Erase com#uter an" start o5er

$inally, if none of the above solutions resolve your issues, it is recommended that you either reinstall indows and#or erase everything and then start over. "dditional information about how to do this can be found on document -@JJJ>HF.
Har"ware issues
If your computer continues to be slow after going over each of the above recommendations itIs possible that your computer is experiencing a more serious hardware related issue such as a failing component in the computer. This could be a failing or bad -,/, ="A, Aotherboard, or other component.
How to fix an in5ali" #a)e fault. Issue:
How to fix an in5ali" #a)e fault. dditional infor!ation:

"n invalid page fault is caused when the operating system or a software program attempts to store or call a segment or bloc! of the computerIs memory that does not exist. 2ecause of the invalid call, the program will generate an invalid page fault error message and terminate the program or process to prevent additional issues.
Cause:
There are several reasons a computer may generate an Invalid ,age fault error. 2elow are few of those possibilities. >. Incompatibility or issue with the software programs. B. Issues with the computer memory.
Solution: Remo5e all 'SRs

5isable or unload any T&=s or programs currently running before running the program causing the 3,$. "dditional information on how to end tas! a T&= can be found on document -@T&=.
4elete all #ro)ram tem#orary files

5elete all temporary files that may still be residing on the hard dis! drive from currently or previously running programs. "dditional information on how to remove temporary file can found on document -@JJJBBE.

Page 2! of 89
Run Scan"isk @ 4efra)

"ttempt to run scandis! # defrag on the hard dis! drive as it could be possible your hard dis! drive may have an issue causing the swap file or data files to become corrupt or invalid
*#"ate software or c(eck for software #atc(es

If you are experiencing invalid page faults in only one program, verify that the software program is compatible with the operating system you are running the program within. "lso verify with the manufacturer or vendor of the software program that there are no available patches or updates for the program that may help or resolve your issue.
Recently installe" software @ (ar"ware

If you have recently installed new software or hardware, attempt to uninstall or reinstall that software # hardware to verify it is not causing your issue.
Ba"
emory0 in5ali" bits or #(ysically ba" memory
It is possible that bad memory can cause Illegal 0perations. If you have recently added memory to the computer it is recommended that it first be removed to verify that you are not experiencing conflictions with the recently installed memory. If no memory has been recently added to the computer it is recommended you follow all other steps found on this page before replacing the memory within the computer.
"o# to fi$ a fatal e$ception error.

Issue: How to fix a fatal exce#tion error. dditional infor!ation:
indows and software now commonly use exceptions which allow indows or other software to communicate in layers and communicate errors or exceptions. If a program is given an exception which is invalid or un!nown, the program or operating system will generate a fatal exception. $atal exceptions are also commonly referred to as a $atal 0), as the 0) error is one of the more commonly experienced fatal exception error messages.
8atal exce#tion error messa)es are )enerate" w(en one of t(e below situations occur.
"ccess to an illegal software instruction has occurred. Invalid data or code has been accessed. The privilege level of an operation is invalid.
hen a fatal exception is encountered the error will be in the below format.
fatal e$ception %&'( has occurred at $$$$:$$$$$$$$

In the above example of the fatal exception the 4U represents the actual processor exception, this can range from JJ to J$. )ach of theses processor exceptions are explained under )xtended information.

Page 2" of 89
"fter the processor exception is the enhanced instruction pointer to the code segment and the DB<bit address. This is exactly where the error exception has occurred.
Cause:
$atal exception errors are generally caused by programsI incompatibility, not written properly, heat related issues or other hardware # software issues. 2ecause of the wide range of possibilities, we have created this document to help determine or resolve your issue.
Solution:
Remo5e all 'SRs

5isable or unload any T&=s or programs currently running before running the program or attempting to recreate the error.

5elete all temporary files that may still be residing on the hard dis! drive from currently or previously running programs.

"ttempt to run scandis! # defrag on the hard dis! drive as it could be possible your hard dis! drive may have an issue causing the swap file or data files to become corrupt or invalid
4isable External !ac(e in ! AS

If the option is available, attempt to enter your computerIs -A0& setup and disable the external cache. If this resolves your issue it is li!ely that you are encountering a heat related issue.
Heat relate" issue

Kerify that all fans in and on your computer are properly wor!ing. ,ossibly attempt to add an additional case fan, if there is available space.
A5erclocke" com#uter
If you have overcloc!ed any component within the computer, set the computer to its factory settings to verify that the overcloc!ed component is not causing the issue.
*#"ate software or c(eck for software #atc(es

If you are experiencing invalid page faults in only one program, verify that the software program is compatible with the operating system you are running the program within. "lso verify with the manufacturer or vendor of the software program that there are no available patches or updates for the program that may help or resolve your issue.
Eerify your com#uter (as more t(an ,GG
B a5ailable

Page 2# of 89
If your computer is running low on hard dis! space, your indows swap file will be unable to increase in size when needed, causing programs to be swapped between memory and the hard dis! drive more fre%uently. hen this occurs it is more li!ely that a 3,$ can occur.

If you have recently installed new software or hardware attempt to uninstall or reinstall that software # hardware to verify it is not causing your issue.
!P* !ore Eolta)e

If available, verify within your -A0& or by jumper that your -,/ core voltage is set to factory specification. This may re%uire that you consult your documentation or motherboard manufacturer.
How to fix a )eneral #rotection fault. Issue: How to fix a )eneral #rotection fault. Cause:
There are several possibilities and reasons a computer receives a 3eneral ,rotection $ault error, below is a listing of some of the more common reasons. >. The program being used is calling a section of memory that is already being used by another program or T&=. B. The program has not been programmed properly or is still in testing and is calling an invalid portion of memory.
Solution:
The following are recommendations into finding the cause of a 3,$ and or resolving a 3,$. It is important to !now that 3,$s are always li!ely to occur on the computer and if you are experiencing a 3,$ rarely such as once every few wee!s to not worry about attempting to locate the root cause of that 3,$. @owever, if you are experiencing 3,$ error messages often it is recommended you follow the following recommendations to help resolve your issues.
Remo5e all 'SRs

5isable or unload any T&=s or programs currently running before running the program causing the 3,$.

5elete all temporary files that may still be residing on the hard dis! drive from currently or previously running programs.

"ttempt to run scandis! # defrag on the hard dis! drive as it could be possible your hard dis! drive may have an issue causing the swap file or data files to become corrupt or invalid. Kerify your computer has more than BJJ A2 available

Page 2$ of 89
If your computer is running low on hard dis! space, your indows swap file will be unable to increase in size when needed, causing programs to be swapped between memory and the hard dis! drive more fre%uently. hen this occurs it is more li!ely that a 3,$ can occur.

If you have recently installed new software or hardware attempt to uninstall or reinstall that software # hardware to verify it is not causing your issue.
4isable external cac(e

If your -,/ utilizes external cache attempt to disable it temporarily to verify if it is causing your 3,$ error messages. If available, you will be able to disable your external cache through -A0&. If this resolves your issue it is recommended that you contact your manufacturer or motherboard # -,/ manufacturer for additional recommendations and#or 2I0& updates that may resolve your issue.
4isable Power
ana)ement @ Screen sa5ers
If you are receiving 3,$s when away from the computer or during durations when your computer is inactive, attempt to disable power management and screen savers to ensure that they are not causing your issue. "dditional information on power management can be found on our power management page.
A#eratin) System issue

It is possible for indows or an overwritten indows related file to cause a 3eneral ,rotection fault. Aost commonly the 3eneral ,rotection $ault with )xplorer and 9=(LDHF.)1). "ttempt to reinstall your operating system to resolve the issue.
Bad !e!ory or other bad hard#are

If you have followed all of the above recommendations and continue to experience 3,$s itIs possible hardware inside your computer may also be bad. 0ften bad memory is the primary cause for random 3,$s. "dditional information about testing your computer memory can be found on document -@JJJ?JH. dditional infor!ation: &ee our 3,$ dictionary definition for additional information about this term and related lin!s.
)unti!e errors.
Issue: )unti!e errors. Cause: The runtime or run<time error message can be caused by' >. B. D. G. -onfliction with T&= or other running program &oftware issue -omputer Kirus Aemory issue

Unit of Competency Module Title Solution:
Page 28 of 89
2efore following the below recommendations for troubleshooting your runtime error if youIre getting a runtime error with a runtime error code and error message such as V=untime error ?E path#file access errorV, s!ip to the below runtime error listing for a listing of runtime error codes and additional information and causes for these errors.
!onfliction wit( 'SR or ot(er runnin) #ro)ram

If you are encountering a runtime error message while in indows or above ensure that the issue is not being caused by a third<party program or T&= by end tas!ing all open programs. "dditional information about T&=s and how to end tas! a T&= can be found on document -@T&=. If, after end tas!ing all T&=s, you continue to experience the same issue and are running indows LE or indows LH, verify that no utility or program is being loaded in the autoexec.bat # config.sys that is causing your issue by temporally renaming the files. To do this, follow the below instructions. 1. 2oot to a A&<50& prompt. Information on how to do this can be found on document -@50&. B. 0nce at the A&<50& prompt, type' cdT Wpress enter. ren autoexec.bat autoexec.ch Wpress enter. ren config.sys config.ch Wpress enter. 0nce completed, reboot the computer.
Software issue
If your issue persists it is possible that the program, utility or game causing the runtime error may have issues. Kerify through the developerIs web site that all updates or patches that may be available have been downloaded and applied. If no patches or updates are available, attempt to uninstall and#or reinstall the program that is causing the issue. If you are having a runtime error in your operating system, reinstall the operating system. "dd<on, plug<in, or other extra software Aany runtime errors are also caused by other add<ons, plug<ins, or other extra software that has been installed onto the computer and is associated with the program generating the error. If you have any extra software installed that is associated with the program generating the error ma!e sure there are no available updates for the programs and#or try uninstalling each of them to verify theyIre not the cause of your issue.
!om#uter 5irus
2ecause computer viruses are capable of tampering with the system settings # memory it is possible for a computer virus to generate a runtime error. If you are currently running a virus protection program on your computer ensure it has the latest updated patch or .dat file. If you do not have a computer virus protection program it is recommended one be purchased or that a demo be temporarily downloaded to scan your computer hard dis! drive for viruses. "dditional information about computer viruses can be found on our virus information page.
emory issue

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$inally, if you have followed all of the above recommendations, it is possible that you may be encountering a hardware # memory related issue. e recommend that you first contact the developer of the program causing the issue for any possible solutions. If no solutions are found, we recommend you contact the computer or motherboard manufacturer for additional recommendations and#or service. " complete listing of computer<related companies can be found here.
Runtime error listin)s

2elow is a listing of Aicrosoft indows and indows software runtime error codes and related =untime error messages. If youIre encountering one of the below runtime error codes and have a matching runtime error message see the associated additional information column for causes and information about that runtime. If the additional information does not help resolve your issue try the recommendations under the above solution section. Runtime error co"e E Runtime error messa)e A""itional information ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. This issue can be caused when the computer does not meet the programs system re%uirements or to much memory is already being used for the program to run. ? 0ut of memory If your computer meets the re%uirements try first reinstalling the program to ma!e sure itIs not an issues with the program installation. If this does not resolve your issue review document -@JJJD?E for additional information about troubleshooting out of memory issues. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,roblem with a math formula in the program or the programs code. Kerify no software updates are available for the program causing this error. Aa!e sure your system regional settings are setup correctly and that the program youIre running is made for your version of indows. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram error, verify the program has all the latest updates.
Illegal function call
0verflow
&ubscript out of range
>J
5uplicate definition
>>
5ivision by zero
>D
Type Aismatch
>G
0ut of string space
>L BJ
(o =esume =esume without error

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If updated try reinstalling the program. If you continue to have the same errors contact the software developer. This issue can be caused by a program or memory error. $irst try going through the out of memory troubleshooting on document -@JJJD?E, if this does not resolve the issue try reinstalling # updating the program. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. This issue is often caused with a bad installation or an issue caused after another program has been installed that replaced the programs 5LL. -lose all programs and T&=s and try installing the program again. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. $ile re%uired by the program to run is not found. ,rogram needs to be reinstalled or missing file6s7 need to be copied bac! to the computer. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram or file associated with program is being used and program does not have access to use it. Try closing all open programs and run program again. "dditional information about closing T&=s can also be found on document -@T&=. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. The dis!, for example, the hard dis! drive does not have enough space for the program to run or for associated files to be copied to. $ree up dis! space on the computer hard drive. "dditional information about how to determine hard dis! drive space can be found on document -@JJJDFL. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. " hardware device or necessary re%uirement for the program is not being found. Kerify all hardware and software re%uired by the program is installed. If you continue to have the same issues verify the latest updates are installed for the program as well as any hardware device the program needs.
BH
0ut of stac! space
DE
&ub or $unction not defined
GH
)rror in loading 5LL
EB
2ad file name or number
ED
$ile not found
EG
2ad file mode
EE
$ile already open
EH
$ile already exists
F>
5is! full
FB
Input past end of file
FD
2ad record number
FG
2ad file name
FH
5evice unavailable

Page 1 of 89
?J
,ermission denied
The location of where the program is being copied to does not have proper rights. 0r a file that is trying to be copied over because itIs currently being used. Try closing all programs and T&=s and running#installing the program again. "dditional information about closing T&=s can also be found on document -@T&=. Kerify you have proper rights to the location you are attempting to install the program to.
?>
5is! not ready
?G
,rogram error, verify the program has all the latest updates. -anIt rename with different drive If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram does not have rights or access to a file. 0ften this is caused when a program is trying to access a networ! file it doesnIt have proper access to either because of networ! privileges or something is bloc!ing the program. This issue can also be caused when the file is being used by another program or is read<only. 5irectory of where the program needs to be copied to or files associated with the program need to be copied to is missing. Try reinstalling the program. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. "n associated program file is missing or corrupt. Try reinstalling the program. ,rogram is corrupted, try generating the runtime error. reinstalling the program
?E
,ath#$ile access error
?F
,ath not found
L>
0bject variable set to (othing
LD
Invalid pattern
LG
Illegal use of (/LL
>JB
-ommand failed
DDL GBL
" file is missing or invalid 0bject creation failed
GDH
(o such property or method
,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer.
GDL
"rgument type mismatch
GGJ
0bject error
LJ> LJB
,rogram error, verify the program has all the latest updates. Input buffer would be larger than If updated try reinstalling the program. If you continue to FG9 have the same errors contact the software developer. 0perating system error Kerify the program is compatible with your version of
Diagnose and Troubleshoot Computer System Diagnosing and Troubleshooting Computer System indows and#or has any software updates.
Page 2 of 89
LJD
)xternal procedure not found
,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. " setting either in the program shortcut or being defined by the user is correct. Try running just the program without any additional settings or variables. ,rogram error, verify the program has all the latest updates. If updated try reinstalling the program. If you continue to have the same errors contact the software developer. This issue can be caused when the computer does not meet the programs system re%uirements or to much memory is already being used for the program to run.
LJG
3lobal variable type mismatch
LJE
/ser<defined type mismatch
LJF
)xternal procedure mismatch
interface
>JJ>
0ut of memory
If your computer meets the re%uirements try first reinstalling the program to ma!e sure itIs not an issue with the program installation. If this does not resolve your issue review document -@JJJD?E for additional information about troubleshooting out of memory issues. This issue is often caused with a bad installation or an issue caused after another program has been installed that replaced the programs 5LL. -lose all programs and T&=s and try installing the program again.
>JBE
5LL is not supported
4i5i"e error. Issue: 5ivide error. (ote' This document also applies to the error messages V5ivide by UeroV, V5ivide by JV or V5ivide 0verflowV error messages. dditional infor!ation: The divide error messages are caused when the computer or software attempts run a process that attempts to perform a mathematical division by zero, which is an illegal operation. This error message could also be caused by a computer or software limitation or conflict with computer memory. Cause: This issue can be caused by any of the below possibilities. >. B. D. G. E. F. @ardware # software incompatibility )rror with autoexec.bat # config.sys 5river issue &oftware issue )xternal -ache # Bnd level -ache Improper calculation

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of 89
?. 0perating &ystem issue H. @ardware issue Solution: @ardware # software incompatibility This issue can occur if software is being run on a computer that has hardware that is incompatible with the software. $or example, this issue may occur with restore software designed for a specific computer and is being run on another computer or on the correct computer that has added hardware within it. )nsure that the software that is being run on the computer is compatible with the computer and that the computer meets the system re%uirements and#or determine if there are updates or replacements to the software being used.
*rror #ith autoe$ec.bat + confi,.sys

/sers who are running Aicrosoft indows D.x can temporarily remar! or remove any additional lines that may not be re%uired in the autoexec.bat # config.sys /sers who are running Aicrosoft indows LE or indows LH, it is recommended that they temporarily rename the autoexec.bat and config.sys to ensure that these files are not causing the issue. To do this, follow the below instructions' >. -lic! &tart # &hutdown and restart the computer in a A&<50& mode. B. 0nce at the A&<50& mode, type' cdT Wpress enter. ren autoexec.bat autoexec.ch Wpress enter. ren config.sys config.ch Wpress enter. D. 0nce the files have been renamed, reboot the computer. $ote: if you are unable to get to a A&<50& prompt or to indows to rename or edit the files, boot the computer to a A&<50& mode only. Information about how to do this can be found on document -@50&. 5river issue If you are encountering a divide error within indows, ensure that all computer hardware devices, such as the computer video card, sound card, networ! card or modem have the latest drivers and#or patches.
Software issue
If the divide error is occurring while in a computer game or software program and the above recommendations does not resolve your issue, ensure that all software patches and#or upgrades have been obtained and applied. In addition, ensure that another program that may be running in the bac!ground, such as a Kirus protection program, is not causing your issue by end tas!ing all third<party programs # T&=s. Information about T&=s and how to end tas! these programs can be found on document -@T&=.
External cac(e @ ,n" le5el cac(e

If you are encountering the divide error in an older software program or game it can be caused by compatibility issues with )xternal # Bnd level cache. Temporarily disabling this feature in -A0& may resolve your issue.
%m#ro#er calculation

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If you are performing a calculation in any type of program and experience a divide error, ensure that the calculation being performed is possible. &ome programs are not capable of verifying the accuracy of a calculation and may perform an illegal instruction. @owever, many programs, such as Aicrosoft )xcel, will generate an error such as O5IKXJ error indicating the formula or calculation is invalid or you are attempting to divide by zero.
A#eratin) system issue

If you continue to experience a divide error while in indows or in a particular software program and have followed each of the above recommendations, ensure that the issue is not being caused by the operating system by attempting to reinstall the operating system.
Har"ware issue
$inally, if none of the above recommendations resolve or help to determine the cause of your issue it is possible that your computer may have a hardware issue. 3enerally, when a 5ivide )rror is encountered because of hardware it is caused by an issue with the computer ,rocessor 6-,/7.
Issues relatin, to !s,sr-3..

Issue: Issues relating to msgsrvDB. dditional infor!ation: (ote' It is !nown that users may confuse msgsrvDB with msgrvDB. related to this document. hile msgrvDB is a spelling error, it is
The file Aicrosoft msgsrvDB.exe or msgsrvDB.dll is a file located in the -'T indowsT&4&T)A directory placed on the computer during the indows installation. The description of this file is V indows DB<bit Kx5 Aessage &erverV and is responsible for such indows tas!s as' Cause: )rrors or issues relating to msgsrvDB can be caused by any of the below possibilities. >. B. D. G. E. F. ?. H. =esource conflict or issue T&=s or other running programs &ound driver or sound card issues 0nboard sound or video issue AI5I device or codec issues ,ower Aanagement or screensaver issue Aicrosoft $ind $ast related issue Aemory manager being used @andle ,lug and ,lay messages between various parts of the operating system. @andle responses to and from setup programs. 5isplay the initial logon dialog box if a networ! is present or profiles are enabled. ,lay the system startup and shutdown sounds. Load the indows drivers at startup and then unload them at shutdown. =un the shell program.

Page " of 89
L. Issue with shell >J. -omputer virus or bac! orifice >>. 2ad hardware Solutions: $A'E: If you are unable to boot into indows because of the A&3&=KDB error, attempt to follow the below steps in indows &afe Aode. Information about booting into &afe Aode can be found on document -@&"$).
Resource conflict or issue

2efore attempting any of the below recommendations, ensure that the computer has no conflicts or errors in indows 5evice Aanager. If conflicts or errors are present, it is highly recommended that they be fixed first, as they could be causing your issue.
'SRs or ot(er runnin) #ro)rams

If you are encountering the A&3&=KDB error when attempting to open a program or perform a particular tas! on a computer, verify programs or other T&=s are not causing your issues by )nd Tas!ing all T&=s and closing all programs before running or performing the tas! generating your A&3&=KDB error.
Soun" "ri5er or soun" car" issues

$irst, ensure that you have the correct audio devices in Aultimedia by following the below steps' >. -lic! &tart # &ettings # -ontrol ,anel double<clic! the multimedia icon. B. Kerify that the playbac! device is set to the audio device in the computer. &econd, verify that your sound card has the latest drivers and#or updates installed from the computer or motherboard manufacturer 6if onboard sound7. " listing of computer sound drivers can be found on our sound card drivers page.
'roubles(ootin) onCboar" au"io.

Issue: Troubleshooting on<board audio. Solution: 'roubles(ootin) onCboar" au"io If your computer has on<board audio which is currently not wor!ing, follow the below steps to determine or resolve your audio issues. >. Kerify that the sound card is enabled within -A0&. The majority of all on<board sound cards can be enabled or disabled within -A0&. "dditional information on how to get into -A0& can be found on our -A0& page. B. 0nce this setting as been verified as enabled or installed within -A0&, refer to the appropriate document for troubleshooting your sound card. If you are planning on purchasing a new sound card and have on<board audio it is highly recommended that you disable the on<board audio before installing the new sound card. 2elow is the two methods that an on<board can be disabled.

Unit of Competency Module Title 1.
Page # of 89
The majority of all on<board sound cards can be enabled or disabled within -A0&. "dditional information on how to get into -A0& can be found on our -A0& page. B. If your computer does not have an option within -A0& to disable the on<board audio it is li!ely that either the motherboard has a jumper which can be set to disable the on<board audio, or the on< board audio will disable automatically when the new sound card is installed into the computer. ,lease refer to the motherboard manual or contact your computer or motherboard manufacturer for additional information.
%4% "e5ice or co"ec issues

Kerify that the computer has the proper AI5I codec and that no more than >> AI5I devices are installed. To chec! this, follow the below steps' >. B. D. G. E. -lic! &tart # &ettings # -ontrol ,anel 5ouble<clic! the Aultimedia icon &elect the "dvanced or 5evices tab -lic! the R next to VAI5I 5evices and InstrumentsV Kerify that the correct codec is installed according to the sound card installed in the computer. In addition, verify that no more than >> AI5I devices are listed below this category.
If more than >> AI5I devices are installed or the improper codec appears to be installed, remove the improper codec or one of the AI5I devices. (ote' if AI5I )xpress 1T driver is installed, you may also wish to remove this codec to help free up available space for additional AI5I devices.
Power
ana)ement or screensa5er issue
If you are experiencing issues with A&3&=KDB after recovering from power management or when the computer has been idle for over >J minutes, it is possible that your computer may have issues with ,ower Aanagement. To attempt to resolve these issues, please try the below recommendations. If any screensavers or -,/ sharing programs such as &)TI are running on the computer, temporally disable these programs to ensure they are not causing your issue. B. If your issues persist, attempt to disable ,ower Aanagement by clic!ing &tart # &ettings # -ontrol ,anel # ,ower. In the ,ower menu, disable or set the power settings to 0ff or (ever. 0nce set, clic! o! or "pply and reboot the computer. 1.
icrosoft 8in" 8ast relate" issue

)nsure that Aicrosoft $ind $ast is not being loaded in the startup group by clic!ing &tart # ,rograms # &tartup. If V$ind $astV or VAicrosoft $ind $astV is listed, remove this program from automatically loading each time your computer boots; follow the below steps' >. B. D. G. E. F. -lic! &tart # &ettings # Tas!bar Y &tart Aenu -lic! &tart Aenu ,rograms tab -lic! the "dvanced button -lic! the R next to ,rograms and then the R next to startup @ighlight the $ind $ast icon and press the delete !ey on the !eyboard. 0nce removed, close out of all windows and reboot the computer to see if issue has been resolved.
emory mana)er bein) use"

If the computer has a memory manager installed such as C)AA, temporarily uninstall this program from the computer to ensure it is not causing your issue.

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%ssue wit( s(ell

If your are using a shell other than explorer.exe 6standard indows shell7, it is possible that the msgsrvDB error is being encountered because of the third<party shell. Temporarily disable or remove the third<party shell and attempt to use the standard indows explorer.
!om#uter 5irus or back orifice

)rrors relating to msgsrvDB can be caused by computer viruses, and in some cases bac! orifice, which is a hac! utility used to gain access to an individualIs computer. Kerify that you have the latest updates for your computer virus scanner and that no viruses have been detected on your computer. "dditional information and help with computer viruses can be found on our virus information page.
At(er Software corru#tion

If you have attempted each of the above recommendations and your issue is not listed in the below specific A&3&=KDB.5LL errors, it is possible your computer may have another type of software or data corruption causing the issue.
Ba" (ar"ware
If after reinstalling the operating system you immediately continue to experience the A&3&=KDB errors, it is possible that the computer may have bad hardware. If your sound card is not an onboard sound card and you are familiar with )&5, you may want to consider temporarily physically removing the sound card or 5K5 decoder cards and see if the issue persists. S#ecific SGSRE-,.4== errors:
A&3&=KDB.5LL caused a general protection fault in -AHDDJ&2.5=K A&3&=KDB.)1) caused a general protection fault in -AHDDJ&2.5=K )1,L0=)= caused a general protection fault in -AHDDJ&2.5=K Iexplorer caused a general protection fault in -AHDDJ&2.5=K This issue is related to the -<Aedia HDDJ sound card chipsets included in various computer sound cards and some modems. Kerify with the sound card manufacturer, modem manufacturer, or, if you have an onboard sound card, the motherboard manufacturer, to see if any updated drivers or patches are available for your sound card # modem. A&3&=KDB caused an invalid page fault in module 9ernelDB.dll during Aicrosoft (etwor! 6A&(7 login or when attempting to open Internet )xplorer or Aicrosoft 0utloo! This issue may be encountered when the A&( password file is corrupt. To resolve this issue, follow the below instructions. >. -lic! &tart # $ind # $iles or $olders B. In the (amed field type' D. G. E. F. Z.pwl Kerify that the Loo! in field is loo!ing in the -' drive -lic! $ind (ow If files are found clic! )dit and clic! &elect "ll. 0nce all the files are highlighted, press the delete !ey.

Page 8 of 89
?. 0nce the files have been deleted, reboot the computer, when the computer reboots, the pwl files should be recreated and you should then be able to log into A&(. H. If this resolves your issue and you are running indows LE, download the file mspwlupd.exe from our indows LE download page. SGSRE-, cause" a )eneral #rotection fault in >R$=-:7.EBE "urin) win"ows install This issue may be caused by a problem with the dblbuff.sys file. Aicrosoft has released a support fix for this issue, but to obtain the file you must contact Aicrosoft. &ee Aicrosoft CBJLDB> for additional information. hen browsing or installing device drivers, one of the following error messages occurs' AsgsrvDB caused a 3eneral ,rotection $ault in module 9ernelDB AsgsrvDB caused an invalid page fault in AsgrvDB.dll A&3&=KDB caused an invalid page fault in module 9ernelDB.dll AsgsrvDB caused a 3eneral ,rotection $ault in AsgsrvDB.exe This issue may be caused by a problem with the msgrvDB.exe file. Aicrosoft has released a support fix for this issue, but to obtain the file you must contact Aicrosoft. &ee Aicrosoft CBGEEHD for additional information.
/hy do /indo#s pro,ra!s stop respondin,.

Issue: hy do indows programs stop responding8
dditional infor!ation: " computer, operating system, software program or driver may stop responding or cause other programs to stop responding because of several possible reasons, such as a confliction of software or hardware resources between two programs, lac! of system resources, or a bug in the software or drivers. Solution: To recover from a program that has stopped responding, a user can generally press the -T=L R "LT R 5)L !eys on his or her !eyboards to open the V-lose ,rogramV window or open the VTas! AanagerV window and clic! the V)nd Tas!V button to terminate the program. If another window opens, clic! the V)nd Tas!V button again to confirm stopping that program. It is important to realize that when a program stops responding any wor! that has not been saved will more than li!ely be lost when end tas!ing a program. /nfortunately, there is no alternative. If you continue to experience programs loc!ing the computer or stop responding we recommend you review our 3eneral Troubleshooting page for recommendations on steps that can be performed to help stop this issue from occurring.
)e,ainin, co!puter hard disk dri-e space.

Issue: =egaining computer hard dis! drive space. Answers: Aicrosoft indows LH, A), BJJJ, 1, and Kista users

Page 9 of 89
Run t(e 4isk !leanu# o#tion >. 0pen Ay -omputer. 2. =ight<clic! on the hard dis! drive that you wish to regain hard dis! drive space. $or example, right< clic! on the -' drive. D. -lic! ,roperties. 4. ithin the 3eneral tab, clic! the V5is! -leanupV button located next to the pie chart. E. indows will scan the computer for all files available to clean up. F. 0nce in the 5is! -leanup window chec! each of the boxes 6except Vcompress old filesV7 that are ta!ing dis! space and clic! 0! and then 4es if you wish to proceed. -ompress8 hen performing a 5is! -leanup youIll have an option to compress your hard drive. e strongly recommend users do not compress their hard dis! drive and#or compress their old files. A""itional su))estion for Win"ows ,GGG an" Win"ows BP users: indow BJJJ and indows 1, !eeps all the necessary files needed to uninstall any of the updates ever installed on your computer. 0ften this is several dozen updates that can ta!e up several hundred and sometimes over > gig of space on your hard dis! drive. &ee document -@JJJHGL for additional information about these folders, how to locate them, and delete them. 4isable System Restore indows 1, users can also decrease the default space utilized by indows &ystem =estore and often gain several additional gigabytes of hard dis! drive space. &ee the below steps in customizing this feature. >. -lic! &tart, ,rograms, "ccessories, &ystem Tools, and open V&ystem =estoreV. B. ithin the &ystem =estore window, clic! V&ystem =estore &ettingsV. D. ithin the V&ystem =estoreV tab you can either chec! the VTurn off &ystem =estore on all drivesV to completely disable this feature, or clic! the &ettings button and decrease the space usage, which we would recommend. 4isable (ibernation If you turn your computer off instead of using hibernation mode you can disable this feature to free up a lot of dis! space. "dditional information about disabling hibernate can be found be found on document -@JJ>JJJ.
icrosoft Win"ows F6 users

/sers can regain computer hard dis! space by performing any or all of the below steps. !lean u# tem#orary files >. -lic! &tart and then &earch or $ind 2. In the V$ile TypeV text field type' Z.tmp and verify the computer is loo!ing at the -' drive or the drive that contains your 0perating &ystem. D. &earch for files and delete each of the temporary files that are found. 4elete c(k files ,erform the same steps as number one except search for Z.ch! and delete any of the files that are found. *ninstall ol" #ro)rams or )ames no lon)er use"

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SC4AS an" Win"ows -.x users

/sers can regain computer hard dis! drive space by performing any or all of the below steps. $rom the A&<50& prompt, type Vdel Z.tmp #sV and Vdel Z.ch! #sV. This command will delete any temporary files or scandis! error files on the hard dis! drive. B. 5elete any software programs or games you are no longer using from A&<50& or from indows. 1.
/indo#s restarts #ithout #arnin,.

0uestion: indows restarts without warning. dditional infor!ation: &ome of the below steps in the answer re%uire you open your computer and remove hardware devices, while in the computer ma!e sure youIre aware of )&5. Cause: This issue could be caused by any of the below possibilities. >. B. D. G. E. &oftware issue or error. @ardware issue or error. @eat related issue. -omputer virus. Issue with operating system.
ns#er: Software issue or error )rrors generated by software programs can cause a computer to reboot unexpectedly or without warning. If you are running indows 1, see the below section V$or indows 1, usersV before continuing. If you are not running indows 1, or following the below steps still cause your computer to reboot without warning. 2oot your computer into &afe Aode, and let the computer run in &afe Aode. "dditional information and help with getting into &afe Aode can be found on document -@&"$). If the computer is still rebooting in &afe Aode the issue is li!ely not software related but something else, s!ip to the next section. If the computer is not rebooting in &afe Aode it is li!ely you have software related issue. e would recommend you run through the basic troubleshooting section for your operating system. 8or Win"ows BP users indows 1, is designed to automatically reboot each time an error occurs such as a 2&o5. "lthough this may be nice for errors that do not occur often, users who have a re<occurring error may wish to identify the error to troubleshoot it. 2elow are the steps on how this feature can be disabled and enabled in indows 1,. 1. B. 3. 4. E. $rom the des!top ri)(tCclick on y !om#uter. -lic! the Pro#erties option. In the &ystem ,roperties window clic! the A"5ance" tab. In "dvanced clic! the Settin)s button under Startup and Recovery. In the &tartup and =ecovery window unc(eck t(e Automatically restart chec! box.

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F. -lic! 0!. (ow if the computer generates and error it should not automatically restart and enable you to display any errors your computer may be experiencing. Har"ware issue or error "ny failing hardware component in your computer could cause your computer to unexpectedly generate an error and#or reboot without warning. If you have recently attempted to add a new hardware device, remove that device to ma!e sure it is not causing your issues. Aa!e sure you are not encountering any hardware conflicts by viewing 5evice Aanager for errors. "dditional information about 5evice Aanager can be found on our 5evice Aanager page. (ew drivers can also cause this issue, if you have recently performed any hardware driver updates you may wish to try an earlier version of the drivers. "dditional information and help with computer drivers can be found on our drivers page. If you have updated drivers and removed any hardware that could be causing this issue and continue to experience random reboots, itIs possible that the memory is bad in the computer. "dditional information about testing computers memory can be found on document -@JJJ?JH. $inally, hardware devices that are not installed properly in the computer can also cause random reboots. Aa!e sure all the cables and expansion cards are connected properly to the computer. The best way to determine this is to disconnect and reconnect all cables and expansion cards. !om#uter 5irus -omputer viruses such as the blaster virus are written to reboot your computer without warning. /sually these viruses will ma!e the computer reboot ever E, >J, >E or DJ minutes after the computer has booted. If you believe your computer may be infected with a virus or are uncertain if your computer is infected with a virus ma!e sure your virus scanner definitions are up to date. Heat relate" issue Aany computer today are designed to turn off or automatically reboot if the computer, processor, or other device in your computer gets to hot. If you have heard any abnormal noises coming from your computer recently such as a high s%uealing this could indicate a fan may be failing in your computer. 4ou can first start by verifying the fan on the power supply is wor!ing by examining the bac! of the computer and seeing if the fan is moving and moving smoothly. $or all other fans in the computer you will need to either open the computer and ma!e sure the fan are wor!ing 6processor fan and case fan7 and#or if your 2I0& monitors the =,A of the fans enter 2I0& and ma!e sure the 2I0& does not report any errors. /sers may also be able to determine how hot their computer is by onboard thermal sensors, if your computer comes e%uipped with these sensors ma!e sure your -,/ is not running to hot. %ssue wit( o#eratin) system If after following each of the above recommendations your computer still continues to reboot it is li!ely that you are experiencing a Aicrosoft indows operating system related issue that cannot be explained. To help ma!e sure this is the case please try the below steps. >. =eboot the computer and enter -A0& setup as the computer is booting. B. "fter you have loaded the computer in -A0& setup let the computer sit.

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If the computer does not reboot while letting the computer sit in -A0& it is li!ely that you are in fact experiencing an issue with Aicrosoft indows and it is recommend that if you have followed all of the above recommendations that you reinstall your version of Aicrosoft indows. !om#uter turns off wit(out warnin). 0uestion: -omputer turns off without warning. Cause: This issue could be caused by any of the below possibilities. >. B. D. G. E. @eat related issue. @ardware issue or error. -omputer virus. Issue with operating system. 0ther failing hardware
ns#er: Heat relate" issue " computer that turns off without warning is often a heat related issue. Aany computers today are designed to turn off or automatically reboot if the computer, processor, or other device in your computer gets too hot. If you have heard any abnormal noises coming from your computer recently such as a high s%uealing, this could indicate a fan may be failing in your computer. 4ou can first start by verifying the fan on the power supply is wor!ing by examining the bac! of the computer and seeing if the fan is moving and moving smoothly. $or all other fans in the computer, you will need to either open the computer and ma!e sure the fan are wor!ing 6processor fan and case fans7 and#or if your 2I0& monitors the =,A of the fans, enter 2I0& and ma!e sure the 2I0& does not report any errors. hile inside the computer itIs also a good idea to verify the processor heatsin! is properly connected by disconnecting and reconnecting the heatsin!. If the processor heatsin! is not properly it will not !eep the processor cool causing the computer to overheat. /sers may also be able to determine how hot their computer is by onboard thermal sensors. If your computer comes e%uipped with these sensors, ma!e sure your -,/ is not running to hot. Har"ware issue or error "ny failing hardware component in your computer could cause your computer to unexpectedly turn off without warning. If you have recently attempted to add a new hardware device, remove that device to ma!e sure it is not causing your issues. 2efore attempting to remove any hardware, ma!e sure you are not encountering this issue because of hardware conflicts by viewing 5evice Aanager for errors. "dditional information about 5evice Aanager can be found on our 5evice Aanager page. If you have not recently installed any new hardware into the computer, the next best solution to determining if this is a hardware issue would be remove any hardware on the computer that is not needed. $or example, remove your modem, networ! card, sound card, and any other expansion cards that are not needed for the computer to operate. =un the computer without these cards to see if they are the cause of your issue.

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!om#uter 5irus ItIs possible for your computer to be infected with a virus that is designed to shut down your computer or turn it off. If your computer seems to be turning off when executing a certain program at specific times in the day, it could be infected. If you believe your computer may be infected with a virus or are uncertain if your computer is infected with a virus, ma!e sure your virus scanner definitions are up to date. %ssue wit( o#eratin) system If after following each of the above recommendations your computer still continues to reboot, it is li!ely that you are experiencing a Aicrosoft indows operating system related issue that cannot be explained. To help ma!e sure this is the case, please try the below steps. =eboot the computer and enter -A0& setup as the computer is booting. If you are not familiar with how to enter -A0&, please read through document -@JJJ>LB. B. "fter you have loaded the computer in -A0& setup, let the computer sit. 1. If the computer does not turn off while letting the computer sit in -A0&, it is li!ely that you are in fact experiencing an issue with Aicrosoft indows or your operating system and it is recommend that if you have followed all of the above recommendations that you reinstall your version of Aicrosoft indows. At(er failin) (ar"ware If after reinstalling your operating system, or during the installation of your operating system, your computer turns off abnormally, it is very li!ely that other hardware is failing in the computer. 0ften this is ="A, -,/, Aotherboard, and#or ,ower &upply 6in that order7. If you have extra available parts or have a friend or co<wor!er with a similar configuration that is willing to allow you to test their hardware in your computer, try swapping these parts to determine if they are at fault. 0therwise, you will need to have the computer serviced. Win"ows free1es or sto#s res#on"in) freHuently. 0uestion: indows freezes or stops responding fre%uently. Cause: This issue could be caused by any of the below possibilities. >. B. D. G. E. F. ?. &oftware related issue. 5river related issue. 0perating system related issue. @eat related issue. @ardware issue. &erious issue with indows @ardware failure.
ns#er: This document contains recommendations on what to do if the computer fre%uently freezes or completely halts. "n easy way to determine if your computer is in this situation is by pressing the (um Loc! button on the !eyboard and watching the (um Loc! led to see if it turns off and#or on.

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If youIre able to get the light to turn off an on, press -T=L R "LT R 5)L and attempt to end tas! the program. "dditional information about this can be found on document -@T&=. 0therwise continue reading this document. Software relate" issue " computer loc!ing up or freezing is often is caused by a software related issue. If youIre encountering loc!ups when the computer is opening a particular program, ma!e sure you have all the latest updates for that program. 4ou can find the latest updates for your software through the software developer or publisher. 4ri5er relate" issue " computer loc! up can also be caused by drivers. $or example, if there is an issue that exists with your video drivers a computer could loc! up while playing a game or displaying any other type of video. Aa!e sure you have the latest drivers for all major devices in your computer 6video, sound, modem, and networ!7. " listing of driver related pages as well as driver related help can be found on our drivers page. A#eratin) system relate" issue Aa!e sure your operating system has all of the latest updates installed on it. Heat relate" issue If the computer processor is getting too hot it can cause the computer to freeze. If you have heard any abnormal noises coming from your computer recently such as a high s%uealing, this could indicate a fan may be failing in your computer. 4ou can first start by verifying the fan on the power supply is wor!ing by examining the bac! of the computer and seeing if the fan is moving and moving smoothly. $or all other fans in the computer you will need to either open the computer and ma!e sure the fan are wor!ing 6processor fan and case fan7 and#or if your 2I0& monitors the =,A of the fans, enter 2I0& and ma!e sure the 2I0& does not report any errors. /sers may also be able to determine how hot their computer is by onboard thermal sensors. If your computer comes e%uipped with these sensors, ma!e sure your -,/ is not running too hot. Har"ware issue In addition to software, hardware can also cause a computer to loc!. If you have recently added any new hardware into the computer, try temporarily removing it to ma!e sure it is not the cause of your issue. 2efore attempting to remove any hardware, ma!e sure you are not encountering this issue because of hardware conflicts by viewing 5evice Aanager for errors. "dditional information about 5evice Aanager can be found on our 5evice Aanager page. If you have not recently installed any new hardware into the computer, the next best solution to determining if this is a hardware issue would be remove any hardware on the computer that is not needed. $or example, remove your modem, networ! card, sound card, and any other expansion cards that are not needed for the computer to operate. =un the computer without these cards to see if they are the cause of your issue. (ote' hen opening the computer, ma!e sure you are aware of )&5 and its potential dangers. &ee our )&5 page for additional information. Serious issue wit( Win"ows If you have tried all the above recommendations and the computer continues to fre%uently loc! up, its possible that indows may be seriously corrupt. Try running through the basic troubleshooting steps for

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your version of indows on our basic troubleshooting page. If these additional steps do not resolve your issue, we suggest you bac!up all information and erase and reinstall indows on your computer.
Har"ware failure If after reinstalling your operating system, or during the installation of your operating system, your computer turns off abnormally, it is very li!ely that other hardware is failing in the computer. 0ften this is ="A, -,/, Aotherboard, and#or ,ower &upply 6in that order7. If you have extra available parts or have a friend or co<wor!er with a similar configuration that is willing to allow you to test their hardware in your computer, try swapping these parts to determine if they are at fault. 0therwise, you will need to have the computer serviced. W(at s(oul" % "o w(en a com#uter free1esD 0uestion: hat should I do when a computer freezes8 ns#er: This document contains recommendations on what to do if the computer fre%uently freezes or completely halts. "n easy way to determine if your computer is in this situation is by pressing the (um Loc! button on the !eyboard and watching the (um Loc! led 6light7 to see if it turns off and#or on. If youIre able to get the light to turn off and on and are running Aicrosoft and attempt to end tas! the program. ake sure t(e com#uter is really fro1en "lthough the above (um Loc! tric! is a good indication on whether or not the computer is really frozen, itIs still always a good recommendation to give the computer at least a minute before turning it off. Reboot t(e com#uter "fter waiting a minute, reboot the computer; itIs completely loc!ed and will not recover. 9eep in mind that all wor! being wor!ed on is going to be lost and cannot be recovered if the information has not been saved or automatically saved. $ot a 5ali" Win-, a##lication. 0uestion: (ot a valid inDB application. inDB application. indows, press -T=L R "LT R 5)L
-'T,rogram $ilesTmyprogramTprogram.exe is not a valid
Cause: 1his issue can be caused by any of the belo# possibilities. >. B. D. G. $ile is corrupt, bad, or missing. $ile is not designed for your version of indows. $ile is a virus, worm, or other malware file. @ardware incompatibility.

Unit of Competency Module Title ns#er:
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8ile is corru#t0 ba"0 or missin) If the file or program youIre attempting to run is corrupt or missing, properly and sometimes generate this error message. 4ownloa" files If you downloaded this file and verified it is a file that will wor! with your version of indows, delete the file and try downloading and running it again. ItIs possible during the download that the file became corrupted. $inally, if the second download does not wor!, try downloading the file from a different webpage. It is possible that the person or company maintaining the website mista!enly uploaded a corrupt version of the file youIre attempting download. %nstallin) a #ro)ram from a !4 or ot(er "isk If youIre attempting to install a program and are getting this error, verify that the -5 is clean. If the -5 is dirty or bad, you could get this error during the install and#or get this error after the program has been installed because it was not copied properly onto the computer. Runnin) a #ro)ram from t(e com#uter If youIre running the program from a shortcut on the computer, verify that the program is still on the computer. In some cases if the program is no longer installed on the computer you may get this error. If the hard dis! drive is corrupted or bad it can also cause wor!ing programs to fail either because not all the data can be read from the hard dis! drive or because the program has become corrupted while on the drive. =un scandis! and defrag on the hard dis! drive to chec! for any potential errors. =on) file name issue Aa!e sure the program or file youIre attempting to run does not contain the same name as the long file name directory it is contained in. $or example, executing a file named VprogramV in the Vprogram filesV directory can cause errors in some versions of indows. "dditionally, if youIre attempting to install a program and after the install the program does not wor!, you may also want to try installing the program in a different directory. Ba" file "ny file can be changed or renamed to be a .exe file. If youIre downloading the file, ma!e sure the file is supposed to be a .exe file and that itIs not being changed. If youIre attempting to create a .exe, file ma!e sure youIre compiling the file for indows and never just rename a file to a .exe file. $or example, renaming a .bat file to a .exe file will not ma!e the file an executable file. $or a file to become an executable file it needs to either be compiled or converted through a software program designed to convert the file. indows will be unable to execute the file
8ile is not "esi)ne" for your 5ersion of Win"ows If youIre trying to run a program that is not designed for your version of indows you may get this error. "lthough many older programs designed to wor! in older versions of indows will wor! with new versions of indows, unfortunately, not all programs will wor!.

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If the program is an older A&<50& program or early indows program you may get this error. If the program is designed for a FG<bit version of indows and youIre running it in a DB<bit version of indows, it will not wor! and generate this error.
8ile is a 5irus0 worm0 or ot(er malware file This error can be generated by a file that is a virus, worm, trojan, or other type of malware file. 0ften, this will be caused because the virus scanner installed in the computer will not allow the file to be installed or run. Try scanning the file to verify it is not a virus and#or infected. If the file has been chec!ed and is clean, it is still possible that the virus protection program and#or another program installed on the computer is causing issues during the install or execution of the program. 2oot the computer into &afe Aode and try running the program; booting the computer into &afe Aode will ma!e sure nothing is running in the bac!ground that could be causing this issue. issin) icrosoft Win"ows ."ll files.
0uestion: 2issin, 2icrosoft /indo#s .dll files. Cause: " missing or corrupt .dll file can be caused by any of the below possibilities. >. "nother program was uninstalled that removed a .dll file that was re%uired by another program or the operating system. B. " program was installed that overwrote the .dll file with either an older version or a version that is incompatible with other programs causing .dll errors. D. " bad installation of a program corrupted one or more files causing the .dll errors. G. "nother user or program maliciously or mista!enly deleted the .dll file or an associated file. E. " hardware issue exists with the computer, such as a bad hard dis! drive, causing the data on the drive to become corrupt, casing the .dll errors. ns#er: This document is meant to be a solution for users who are encountering missing .dll errors or other error messages related to .dll files. 2efore trying the recommended resolutions to resolving these errors, we suggest if youIre getting a single missing .dll error, that you search for that .dll file on -omputer @ope. $or example, if youIre getting an error similar to VInternet )xplorer encountered an error in 9)=()LDB.5LL at J>D?'2$$D>L>-V, search for V!ernelDB.dllV to ma!e sure a specific document has not been created for your issue. In some situations a .dll file error may be caused by a specific situation. If the -omputer @ope search does not return any results for your .dll file or youIre encountering issues with several different .dll files, continue reading our recommendations for resolving your issue. 4ownloa"in) a ."ll file In some situations, it may be possible to download or copy a .dll file from another computer onto your computer to resolve the issue. @owever, because .dll error messages are almost always a more serious issue and#or replacing the missing .dll file with a replacement will cause additional errors or report additional missing files, we suggest you try the below suggestions first. If you still wish to try to download or copy a missing .dll file, unfortunately, -omputer @ope does not have a library of downloadable .dll files; however, there are several other sites that do offer this service. Safe mo"e

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If youIre encountering .dll errors that are preventing you from getting into indows, to troubleshoot the computer, boot the computer into &afe Aode. "dditional information and help with getting into indows &afe Aode can be found on document -@&"$). 0nce successfully in &afe Aode, you can continue with the below steps. If your computer boots normally and#or youIre able to bypass the .dll errors and still operate can continue following the below steps. icrosoft Win"ows BP an" Win"ows ,GGG users If youIre a Aicrosoft indows 1, or indows BJJJ user, Aicrosoft has included some tools that can help resolve .dll file errors relatively easily; before trying any of the below recommendations you, may want to first try the below suggestions. indows, you
Win"ows BP users only $irst, try restoring the computer bac! to an earlier date, this troubleshooting step is a %uic! and easy recommendation that can resolve a lot of issues encountered with Aicrosoft indows computers. Win"ows BP an" Win"ows ,GGG users /se the indows 1, &$- command to have windows scan and repair files; to run this command, follow the below steps. "dditional information about the &$- command can be found on our &$- command page. -lic! &tart >. -lic! =un B. Type Vsfc #scannowV and press enter. 0nce the above steps have been completed, indows will verify that all protected windows files are intact.
%ssue wit( ."ll files only wit( a s#ecific #ro)ram If youIre encountering the missing, corrupt, or other errors relating to .dll files only when you attempt to open or run a program, itIs li!ely an issue with that program. Than!fully, resolving program<specific errors can be much easier than operating system related .dll errors. If the program youIre attempting to run has wor!ed in the past on your computer and has only recently started to get the .dll errors, reinstalling the program generating the errors will almost always resolve your problem. "dditionally, while reinstalling the program, itIs also a good idea to chec! if updates or patches have been made available by the developer of your program. /pdates are often found through the developerIs website. Recently uninstalle" #ro)ram If you have recently uninstalled a program on the computer, it is possible that the program may have removed a .dll file that is necessary for indows or a indows program to wor! properly. If youIve already tried the above recommendations, you may wish to reinstall the program to get whatever file has been deleted bac! on the computer. If this resolves your .dll error message and you wish to uninstall the program again, during the uninstall process, ma!e sure that you clic! V(oV or V(o to allV when as!ed to delete a system file or any file that may be used by another program.

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Recently installe" #ro)ram If you have recently installed a program and after the installation began encountering your .dll error messages, we suggest you first chec! if updates are available for the program. In some situations, a program may need to be updated for it to wor! properly on your computer. /pdates are often found through the developerIs website. If no updates are available for the program, try uninstalling the program to resolve the issue. If this does correct your issue, we suggest you contact the developer of the program. Eirus0 s#yware0 or ot(er malware installe" on t(e com#uter causin) your ."ll error It is possible for a virus, spyware, or other malware program to cause .dll errors; and therefore, we suggest users ma!e sure to run a full virus and spyware scan on your computer.
Win"ows ."ll error messa)e or ."ll errors w(en tryin) to "o somet(in) wit(in Win"ows an" not a #ro)ram Aicrosoft indows .dll errors or .dll error messages that occur when starting indows or trying to do something within indows, such as opening the -ontrol ,anel, can be more serious and unfortunately more difficult to resolve. $or these errors we suggest you run through the basic troubleshooting steps for your operating system. If running through these steps you encounter the same issues to resolve your .dll errors, it is li!ely youIll need to reinstall or erase everything and reinstall indows to resolve your errors. If issues continue after windows has been reinstalled or errors occur during the installation of possible that you may have a hardware issue that is the cause of all your problems. indows, itIs
Basic software troubles(ootin)

Issue: 2asic game troubleshooting. dditional infor!ation: This document has been created as a location of general steps that can be ta!en to help you with problems you may be experiencing with computer games. 2elow are some reasons why a user may follow the steps in this document. >. /n!nown or undocumented problem with a computer game. B. Issue with the performance or stability of a game. Solutions: -lic! on one or more of the below lin!s that matches the issue you are experiencing. If you are having issues with installing a A&<50& game in indows.. /nable to install the game )rror during install 3ame does not load or has an error when it attempts to load

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3ame crashes while being played ,roblems with video ,roblems with sound ,roblems connecting to an online game server In<game help, hints, wal!throughs, and#or advice 0ther game issues *nable to install t(e )ame >. Kerify the dis!ettes or -5 are readable by reading the files from the drive. $or example, Aicrosoft indows users can explore the drive in indows explorer. If the -5 attempts to "uto,lay, you may need to right<clic! the drive and clic! )xplore to browse the drive. B. If the -5 reads fine with no errors, verify your computer meets the minimum re%uirements of the game. If your computer does not have enough dis! drive space or does not meet the re%uirements, the game may not install. 3. Aa!e sure the game you are installing is compatible with the version of 0perating &ystem you have on your computer. $or example, many older games developed for A&<50& or indows LE may not wor! or are incompatible with the later versions of indows. 4. If you are using the "uto,lay menu to install the game, try executing the setup.exe or install.exe directly from the floppy dis!ettes or from the -5 instead of the "uto,lay setup menu. 5. If you are getting stopped at the -5<9)4 or &erial (umber verification, verify you are entering your correct number. If you lost your number or !ey or it does not wor!, you will need to contact the developer of the game. -omputer @ope will not provide any users with an alternate number or !ey. F. 0ther programs running in the bac!ground can cause issues with the program install. Aa!e sure all programs and T&=s are closed; additional information about closing all programs can be found on document -@T&=. If you still continue to run into issues try installing the program from &afe Aode. Error "urin) install >. Kerify your computer meets the re%uirements of the game. $or example, if your computer runs out of dis! space during the installation, this would cause an error during the installation. 2. Kerify the -5 is clean and contains no significant scratches. Information about how to clean a -5 and a -5<=0A can be found on our cleaning page. D. 0ther programs running in the bac!ground can cause issues with the program install. Aa!e sure all programs and T&=s are closed; additional information about closing all programs can be found on document -@T&=. If you still continue to run into issues, try installing the program from &afe Aode.
Game "oes not loa" or (as an error w(en it attem#ts to loa" >. If the game is a -5 game, ma!e sure the correct -5 is in the computer when attempting to play the game. In some cases it may be necessary to have the first or last -5 in the computer when attempting to play the game. B. Kerify the game documentation ma!es no mention of the error you are experiencing. Aany times the error and explanation to how to resolve the error are already documented. 3. Kerify no patches or updates are available from the developer of the game. &ee our game developer page for a listing of lin!s to game company pages. Aany times the game developer will list the available drivers. If you are not sure who the developer of a game is, use a popular search engine and search for drivers for your game. In most cases a game will start out as version >.J. 4. If the game utilizes Aicrosoft 5irect1 it is possible you may have an issue with 5irect1 that was caused during the installation of another game or program. Aa!e sure you have the latest version of 5irect1 installed on the computer. "dditional information about 5irect1 can be found on our 5irect1 page. E. &ome games may re%uire other programs such as 0pen3L or Cuic!Time to be installed in order to play them. If you did not install all the programs during the installation, try running the install again. F. Aa!e sure all other programs are closed when you attempt to run the game.

Unit of Competency Module Title 7.
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Aa!e sure the computer has been rebooted at least once after the game has been installed. In some cases the game may install files that are not initialized until the computer has been rebooted. 8. If computer is overcloc!ed try reducing the speed bac! to the computerIs correct settings to ensure that the overcloc!ed settings are not causing the issue. L. If the above recommendations do not resolve your issues, attempt to install the game again. Game cras(es w(ile bein) #laye" Kerify no patches or updates are available from the developer of the game. &ee our game developer page for a listing of lin!s to game company pages. Aany times the game developer will list the available drivers. If you are not sure who the developer of a game is, use a popular search engine and search for drivers for your game. In most cases a game will start out as version >.J. 2. 0ther programs running in the bac!ground while playing a game can cause issues. Aa!e sure all programs and T&=s are closed; additional information about closing all programs can be found on document -@T&=. If you still continue to run into issues, try installing the program from &afe Aode. 3. Aa!e sure you have the latest updates for your video and sound card. " listing of video drivers can be found on our video card drivers page. Kerify you have the latest sound drivers for your sound card. " listing of sound drivers can be found on our sound card drivers page. G. If the above recommendations do not resolve your issues, attempt to install the game again. 1.
Problems wit( 5i"eo Kerify you have the latest video drivers for your video card. " listing of video drivers can be found on our video card drivers page. B. If the game utilizes Aicrosoft 5irect1 it is possible you may have an issue with 5irect1 that was caused during the installation of another game or program. Aa!e sure you have the latest version of 5irect1 installed on the computer. "dditional information about 5irect1 can be found on our 5irect1 page. 1. Problems wit( soun" >. Kerify you have the latest sound drivers for your sound card. " listing of sound drivers can be found on our sound card drivers page.
Problems connectin) to an online )ame ser5er Kerify no patches or updates are available from the developer of the game. Aany times to connect to a game you must be running the same version as the server. &ee our game developer page for a listing of lin!s to game company pages. Aany times the game developer will list the available drivers. If you are not sure who the developer of a game is, use a popular search engine and search for drivers for your game. In most cases a game will start out as version >.J. B. &ome games re%uire additional software to be installed before they can connect to online servers. $or example, many games re%uire 3ame&py. If your game re%uires these programs, verify they are installed on your computer. D. ait an hour or so and try connecting to the server again. Aany times a server may crash because of a problem and#or go down for an update. 0f course, when this occurs it is more than li!ely you will not be able to connect or view servers. 1. %nC)ame (el#0 (ints0 walkt(rou)(s0 an"@or a"5ice Try searching our web page for additional help, hints, wal!throughs, and#or advice on a game. /nfortunately, because we are not a web page dedicated to computer gaming, we do not have a very extensive database

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of computer game information. If you cannot find what you are loo!ing for, we recommend you try the third< party game pages listed on our networ! and#or try searching using your favorite search engine.
Basic 2icrosoft Internet *$plorer troubleshootin,.

Issue: 2asic Aicrosoft Internet )xplorer troubleshooting. dditional infor!ation: This document was created as a location to find basic steps to perform when attempting to troubleshoot problems in Aicrosoft Internet )xplorer. 2efore following the recommendations in solutions, ma!e sure you have reviewed each of the issues listed on our Internet )xplorer page to ma!e sure they do not apply to your issue. Solutions: 1. -lose all but one Internet )xplorer window. B. -lear your Internet browser history. D. -lear any V/n!nownV or V5amagedV downloaded programs by clic!ing the Tools menu, Internet 0ptions, clic! the &ettings button, clic! the Kiew 0bjects... button, and selecting each of the programs that are damaged or un!nown and pressing the delete !ey. If youIre unable to delete an object it may be part of an add<on, step six gives additional information about disabling and deleting add<ons. G. Kerify that your Security settings under 'ools menu, %nternet A#tions are set to medium at the most. &ome web pages may not function properly if the security settings are set too high. E. =estore defaults for advanced Internet options by opening the 'ools menu, %nternet A#tions, clic! the A"5ance" tab, and clic!ing the Restore 4efaults button. 6. 5isable and#or uninstall all Internet )xplorer "dd<ons. To do this -lic! 'ools, %nternet A#tions, clic!ing the Pro)rams tab, and then clic! the ana)e a""Cons button. In the Aanage add<ons window highlight each of the add<ons and then select 5isable or if this is something you wish to delete clic! the 5elete button. (ot all programs will have the option to delete, if this add<on is a toolbar, toolbars and many other add<ons are usually deleted through the "dd#=emove programs. ?. -lose Internet )xplorer. H. 0pen one Internet )xplorer window and try again. 9. If the issue persists ma!e sure your browser has not been hi<jac!ed by following the recommendation on document -@JJJE?H. >J. Aa!e sure you have all the latest updates from AicrosoftIs indows update page. >>. If you have any popup bloc!ers installed on the computer try disabling the popup bloc!er and#or uninstalling the popup bloc!er. &ome popup bloc!er programs can cause additional issues with the browser. >B. If all the above recommendations do not resolve your issue, this issue has recently started occurring, and you are running Aicrosoft indows 1,, you can also do a system recover bac! to an earlier date.
Basic software troubles(ootin).

Issue: 2asic software troubleshooting. dditional infor!ation: This document has been created as a location of general steps that can be ta!en to help you with problems you may be experiencing with computer software programs and software utilities. 2elow are some reasons why a user may follow the steps in this document.

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>. /n!nown or undocumented problem with a computer software program. B. Issue opening and#or running a software program. Solutions: *nable to install a software #ro)ram >. Kerify the dis!ettes or -5 are readable by reading the files on the drive. $or example, Aicrosoft indows users can explore the drive in indows explorer. If the -5 attempts to "uto,lay, you may need to right<clic! the drive and clic! )xplore to browse the drive. B. If the -5 reads fine with no errors verify your computer meets the minimum re%uirements of the software program. If your computer does not have enough dis! drive space or does not meet the re%uirements, the program will not install. 3. Aa!e sure the program or utility you are installing is compatible with the version of 0perating &ystem you have on your computer. $or example, many older utilities such as a virus protection program may only wor! with a specific version of Aicrosoft indows. G. If you are getting stopped at the -5<9)4 or &erial (umber verification, verify you are entering your correct number. If you lost your number or !ey or it does not wor!, you will need to contact the developer of the program. Error "urin) installation >. Kerify your computer meets the re%uirements of the program or utility. $or example, if your computer runs out of dis! space during the installation, this would cause an error during the installation. 2. If you are running Aicrosoft indows LE or higher try installing the program from &afe Aode. D. Kerify the -5 is clean and contains no significant scratches Pro)ram or utility "oes not loa" or (as an error w(en it attem#ts to loa" >. Kerify the program or utility documentation ma!es no mention of the error you are experiencing. Aany times the error and explanation to how to resolve the error are already documented. B. Kerify no patches or updates are available from the developer of the program or utility. In some cases the software program may re%uire an update before it can be successfully run on your computer. D. Aa!e sure all other programs are closed when you attempt to run the program or utility. If the program successfully runs after closing all other programs, itIs possible that the program may have issues with other programs. 4. Aa!e sure the computer has been rebooted at least once after the program has been installed. In some cases it may be re%uired. E. Kerify your computer has the correct date. In some cases a program may rely on the date and if that date is incorrectly set it may cause issues. F. If following the above recommendations does not resolve your issues, attempt to reinstall the program or utility. At(er In some cases your software issue may be related to your 0perating &ystem. If you have not already run through your 0perating &ystemIs basic troubleshooting section, please clic! here to go to our basic troubleshooting section.
Basic (ar"ware troubles(ootin)

!om#uter Har"ware Information about computer hard dis! drives. Iuick links Si1e information

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Har" 4ri5e AB!s Har" 4ri5e s#ecifications Har" 4ri5e interfaces Si1e information 4ebu) Routines 'roubles(ootin) Har" "isk "ri5e "efinitions Har" "isk "ri5e buyin) ti#s @ard dis! drive "2-s The hard dis! drive is the primary storage location where data is permanently stored. 2elow is an illustration of what the inside of the hard dis! drive may loo! li!e. The four main components of a hard dis! drive are the platters, head arm, chassis, and the head actuator.
The capacity of a computer hard dis! drives and the files it contains can be confusing. 2elow is a listing of the standards in different size values. It is important to realize that not all manufacturers and developers use these values. $or example, a manufacturer may consider a gigabyte as the value of a gibibyte. Bit $ibble Byte >ilobit >ilobyte >ibibit >ibibyte ebibit ebibyte e)abit e)abyte Gibibit Gibibyte Gi)abyte Gi)abit 'ebibit 'ebibyte 'erabyte 'erabit Pebibit Pebibyte Petabit Petabyte Exabyte Exabit Exbibit Exbibyte Jettabyte ?ottabyte Kalue of J or > G 2its H 2its >,JJJ bits >,JJJ bytes >,JBG bits >,JBG bytes >,JGH,E?F bits >,JGH,E?F bytes >,JJJ,JJJ bits >,JJJ,JJJ bytes >,J?D,?G>,HBG bits >,J?D,?G>,HBG bytes >,JJJ,JJJ,JJJ bytes >,JJJ,JJJ,JJJ bits >,JLL,E>>,FB?,??F bits >,JLL,E>>,FB?,??F bytes >,JJJ,JJJ,JJJ,JJJ bytes >,JJJ,JJJ,JJJ,JJJ bits >,>BE,HLL,LJF,HGB,FBG bits >,>BE,HLL,LJF,HGB,FBG bytes >,JJJ,JJJ,JJJ,JJJ,JJJ bits >,JJJ,JJJ,JJJ,JJJ,JJJ bytes >J>H bytes >J>H bits BFJ bits BFJ bytes >JB> bytes >JBG bytes
The majority of computer hard dis! drives are permanently stored in an internal drive bay at the front of the computer and are connected with one "T" # &-&I cable and power cable. /nli!e other drives, the hard dis! drive is the only drive that is not physically accessed by the user li!e the floppy dis! drive or the -5<=0A drive.
Har" "ri5e " computerIs main storage media device, also called a (ar" "isk "ri5e or abbreviated as H4 or H44. The (ar" "ri5e was first introduced on &eptember >D, >LEF and consists of one or more hard dis!s inside of air sealed casing. Aost hard drives are permanently stored in an internal drive bay at the front of the computer and are connected with one "T" # &-&I cable and power cable. 2elow is an illustration of the inside of a hard dis! drive.

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2elow is a graphic illustration of laptop computer hard drive. In the below graphic you can see the hard dis! driveIs bac!, bottom and top.
!om#uter Har"ware Information about the ,&#B port

PS@, PAR' AEERE%EW ,&#B ports are found on the majority of all I2A computers today. This port is used to accept input devices such as the Aouse and 9eyboard.
Pin > B D
4escri#tion Aouse 5ata (ot -onnected 3round

Diagnose and Troubleshoot Computer System Diagnosing and Troubleshooting Computer System G E F ,ower REK Aouse -loc! (ot -onnected
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/hen bootin, co!puter I recei-e se-eral beeps.

Issue: hen booting computer I receive several beeps. Cause: This can be caused by one following possibilities' >. B. D. G. 9eyboard has a stuc! !ey. -omputer has a password. &ystem -hassis alarm. -omputer does not pass ,0&T.
Solution: >eyboar" (as a stuck key " stuc! !ey or a !eyboard that has failed can cause the computer to beep abnormally. Turn off the computer and temporarily disconnect the computer !eyboard and turn on the computer. If the beeping does not occur when the computer !eyboard is disconnected it is li!ely that a !ey is stuc! or that the !eyboard is bad. &lapping the bac! of a !eyboard to dislodge any dust, dirt, or hair may help ensure there are no stuc! !eys on the !eyboard.
!om#uter (as a #asswor" &ome computers have the capability of having a 2I0& !eyboard password. This password will sometimes cause the computer to beep and the !eyboard not to wor!. To determine if this is the case loo! at the !eyboard L)5s 6(um Loc! # -aps Loc! # &croll Loc!7 if these are flashing continuously the computer has a password. System !(assis alarm " beeping or buzzing tone can also be caused by the system chassis alarm also !nown as the intruder alarm when the system case is removed. Kerify that the beeping or buzzing noise does not also occur when the computer is off. If this is the case attempt to remove and cover of the case and then put the case bac! on.
3SB de-ices not #orkin, or bein, detected in Safe 2ode or 2S4D5S.

Issue: /&2 devices not wor!ing or being detected in &afe Aode or A&<50&. Cause: (o legacy support.

Unit of Competency Module Title Solution:
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$or a /&2 device to wor! in a =eal Aode environment 6A&<50&7 or &afe mode in earlier versions of indows, /&2 legacy emulation drivers must be installed and#or Legacy /&2 support must be enabled in -A0&. &ome computer # motherboard manufacturers may have =e)acy *SB su##ort or *SB >eyboar" Su##ort in -A0& and by default this option is generally disabled. If this option is present, ensure that it is Enable" if you wish to enable Legacy /&2 support. "dditional information and help with entering the -A0& setup can be found on document -@JJJ>LB. $ote: )nabling the option in -A0& This option will only support computer !eyboards and mice, without additional drivers. 0ther /&2 devices such as printers, -5<=0A drives.
=iHui" s#ille" into keyboar". Issue: Li%uid spilled into !eyboard. Cause: It is possible when drin!s are around computers that a substance may be spilt into that device. Solution: If any type of li%uid has been spilt within the !eyboard you can attempt to clean it with the steps on our -leaning page; however, because of the dramatic decrease of cost with computer !eyboards, it is recommended that you simply replace the !eyboard to help prevent frustration and possibility of failure again in the future. >eyboar" error at boot. Issue: 9eyboard error at boot. Cause: "n error with the !eyboard can be caused by any of the below possibilities. >. B. D. G. 9eyboard is not connected properly. &tuc! !ey 2ad !eyboard 2ad ,&#B or "T port
Solution: 9eyboard is not connected properly Kerify that the !eyboard is connected properly to the computer by turning off your computer and then disconnecting and reconnecting the !eyboard to the computer. &tuc! !ey

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)nsure that there are no stuc! !eys on the !eyboard. If all !eys appear to be o! and you have a standard des!top computer with !eyboard, attempt to turn !eyboard over and gently hit the bac! of the !eyboard to loosen any dirt or hair that may be stuc! in the !eyboard.
Ba" keyboar"
Try another !eyboard on the computer to verify that the !eyboard has not gone bad. 2ad ,&#B or "T port If all of the above solutions are not able to resolve your issue it is li!ely that the port on the bac! of the computer may be bad and the motherboard or I#0 board may need to be replaced.
6ot all keys on keyboard #ork.

Issue: (ot all !eys on !eyboard wor!. Cause: This issue is often caused by a bad !eyboard or software preventing these !eys to be pressed. Solution: Kerify that the !ey is not wor!ing in more than one application. It is possible that some !eys may not be used in all programs. This generally always applies to the $unction !eys $> through $>B. If not all !eys are wor!ing in all programs and you have indows, attempt to boot the computer to a A&< 50& prompt or &afe Aode and test the !eyboard in 50&. If all above suggestions have been completed or if you are not running indows, it is li!ely that the !eyboard and#or !eys are bad and it is recommended that the !eyboard be replaced with a new one.
6o keys on !y keyboard #ork.

0uestion: (o !eys on my !eyboard wor!. Cause: This issue is often caused by either a bad !eyboard, bad interface board, and#or bad motherboard. ns#er: Turn off the computer and disconnect the !eyboard from the computer and connect another !nown wor!ing !eyboard to it. (ew !eyboard wor!s If connecting another !eyboard wor!s. &hutdown the computer and try the potentially bad !eyboard again. If the !eyboard still fails itIs bad and should be replaced. (ew !eyboard doesnIt wor!

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If this is a ,&#B !eyboard and connecting multiple !eyboards or a !nown wor!ing !eyboard to the computer ,&#B port doesIt wor! unfortunately the ,&#B port is bad. 2ecause this port is part of the motherboard for this issue to be resolved youIll need to replace the motherboard.
8lowc(art for A'B Power Su##ly Re#air

arningX 4ou must unplug your "T1 power supply from the wall before wor!ing inside the case. -lic! diamonds for troubleshooting details.
A'B Power Su##ly 8ailure 4ia)nostics The first step in power supply diagnostics is determining whether or not the power comes on. @ow can you tell if the power is on8 -an you hear fans turning and drives motors spinning up, see little lights on the front of the -,/ case or hear any beeps8 If the system case is hot 6if you get a shoc!7 pull the plug immediately < you have a ground failure and a short. If your hearing isnIt good, you can always chec! to see if the power supply fan is creating a breeze. Aonitors are powered independently, so unless youIre loo!ing at a noteboo! ,-, a live screen doesnIt indicate a wor!ing power supply.

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If the power doesnIt come on, the first thing to chec! is that you have a live power source. 4ou donIt need a 5KA 65igital Kolt Aeter7 to chec! if your power outlet is live. :ust unplug the power supply cord and plug in a lamp or a radio. If you are using a power strip, donIt assume the soc!et you are using is good because the other outlets are wor!ing and the power strip status light is on. Aany power strips IIve encountered in the field have at least one bad outlet, and wor!ing outlets have been !nown to fail for no particularly good reason. ,ower supply cords very rarely fail, but itIs possible for the female connector on the power supply end to bac! out of the soc!et. Aa!e sure that both ends of the power supply cord are fully seated in the outlet and the power supply, respectively. -hec! to ma!e sure the correct voltage 6>>JK# BBJK7 is selected on the power supply. hile this should never come up with a ,- thatIs just been sitting on the des!, if youIve replaced the power supply or moved the ,-, itIs always a possibility. This small red slide switch is located on power supply, usually between the power cord and the on#off override switch on the bac! of the case. /nplug the supply and select the proper voltage for your country. If you tried to power up with the switch set to BBJK in a country using >>JK, the system should be 09 when you correct the voltage. If you tried running on >>JK in a BBJK country, youIve at probably blown a fuse in the supply 6at the least7, or damaged the supply and possibly other components. If pressing your power switch doesnIt immediately shut down the ,-, thatIs normal for "T1 systems. The action of the power switch is programmable and is controlled through -A0& &etup. The default operation for most power switches re%uires you to hold the switch in for three to five seconds before the system will power down. This allows use of the power switch to wa!e the ,- from some power saving VsleepV or Vstand< byV modes, depending on -A0& &etup power management settings. If the problem is that the operating system canIt turn off the ,- when you shut down, itIs li!ely a bad setting in power management or a corrupted file in the operating system. 0ne very good reason for the power supply to fail is an unconnected power switch. The power switch lead on "T1 ,-s, often labeled , or , <0(, runs from the front panel of the case to a connector bloc! on the motherboard. This issue should only come up if youIve been wor!ing in the case 6the leads can pull off the connection bloc! very easily7, or if youIve replaced the motherboard. The switch isnIt polarized so it doesnIt matter which way it goes on the motherboard posts, but it must be on the correct two posts. The proper location is usually printed right on the motherboard next to the connector bloc!, and you can also consult the motherboard documentation. In cases where the documentation provided with the system and the information printed on the motherboard donIt agree, I go with the motherboard. -hec! the switch operation with a 5igital Kolt Aeter on the continuity or resistance setting. 0n all "T1 systems, the power switch is really just a logic switch that tells the motherboard, to which a tric!le of live power is always supplied, to instruct the power supply to come fully alive. If your power supply features a heavy cord running forward to a large switch on the case front, with four connections, you have an old "T style supply and potentially deadly live line voltage is present at the switch. These procedures do not apply to the obsolete "T power supplies. hen IIm wor!ing on an "T1 system and donIt have a tester handy, I short the two pins on the motherboard with a screwdriver, where the logic switch from front panel should be attached, and see if the system starts. This is a Vlive powerV test. 5onIt do it if you may get startled and bash the screwdriver into something should the system power up, because thereIs no way to repair short<circuit or gouging damage once itIs done. If the switch is bad and you donIt have a replacement switch, chec! for a reset button on the front panel. 4ou can usually get away with using the reset button for the , <0( logic switch, and live without the hard reset. The power supply will to fail to operate if the power to motherboard isnIt connected. -hec! that the BJ pin "T1 power connector and any additional motherboard power connections, such as the >BK supply for ,G systems, are properly connected and seated. The latching mechanism for the standard "T1 connector is counter<intuitive. 4ou have to push in on the latch at the top to release it at the bottom, at which point the connector should pull off with almost no force re%uired. 4ou should hear or feel the latch clic! in when the connector is seated. =emove the power leads to the drives to ensure that you arenIt trying to power up into a short. The motherboard power must remain connected to activate the "T1 power supply. If you have a 5KA 65igital Kolt Aeter7 and experience wor!ing around live circuitry, you can try chec!ing the 5- voltages at the connectors to see if they are live, or within E[ of the rated voltage. IIm not advising you do this live testing, as itIs much easier and safer to try swapping in a new power supply. /nless you have a special testing

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fixture, you must leave the connectors attached while chec!ing, which re%uires an exposed connector surface or a cheater lead. This is necessary because switching power supplies wonIt operate properly without a load, either failing to come on or even self<destructing 6in extreme, low %uality, instances7. I just po!e the 5KA probes into the top of the BJ wire connector at the motherboard, since thereIs usually room next to the wire to get down to the conductor. "T1 Kersion >.B < BJ wire motherboard connector ,in > D.DK 0ran 0ran D.DK ,in B D.DK 0ran 2lue <>BK ,in D 3nd 2l! 2l! 3nd ,in G EK =ed ,in E 3nd 2l! ,in F EK =ed 2l! 3nd ,in ? 3nd 2l! 2l! 3nd ,in H 3ray <EK ,in L ,urp EK ,in >J 4ell =ed EK
,Q09 EK&2 >BK hite =ed
3reen 2l! ,Q0( 3nd
,in >> ,in >B ,in >D ,in >G ,in >E ,in >F ,in >? ,in >H ,in >L ,in BJ The color scheme used for the voltages in the BJ pin connector holds for the other "T1 standard power supply connectors. @owever, brand name manufacturers often build proprietary power supplies or ma!e up their own color coding, so I wouldnIt throw out a power supply that supplies EK where you thin! it should supply D.DK. ItIs more li!ely a proprietary design than a failure. The EK on ,in L is always present when the power supply is plugged in. This connection supplies power to the various ,- circuits that operate even when the ,- is turned off, such as V a!e on AodemV or V a!e on L"(.V ItIs also the reason you should never wor! in the ,- with the power supply plugged in, unless you can remember to turn off the override switch every time. This live power is supplied to the adapter slots, so replacing adapters with the power cord plugged in may damage the motherboard or adapters. )ven though the drive leads arenIt powered with the system turned off, you might drop a screw while wor!ing on a drive. If that screw lands in just the wrong place, li!e an open bus slot, it could create a short and damage the motherboard. "ssuming your ,- is connected to a monitor, the next %uestion is, do you have a live screen8 5oes text or a splash screen appear8 " message saying V,lease connect monitorV or V(o video signal detectedV counts as a V(oV answer in this case. If the screen is live, but you see multiple images or endless scrolling, the video adapter is providing signals that cannot be interpreted by the monitor. This usually occurs when you attach an old monitor to a new ,- and the monitor doesnIt support the refresh rate at the screen resolution selected in the indows settings. If the power supply comes on but you donIt get a live screen, switch off and try again. 4ou may have to hold the power switch in for five or more seconds before the system powers bac! down. If it fails to power down, you can turn off the switch on the bac! of the power supply, turn off your power strip, or unplug the cord. " ,- that boots on the second or third try is most li!ely suffering from a %uic! powerQo! 6or powerQgood7 signal, coming on before the power supply has stabilized. The presence of the powerQo! signal tells the motherboard that the power supply is stable, while its absence tells the motherboard to stay off to protect itself. ItIs possible the power supply isnIt %uite up to the current "T1 standard or the motherboard is a little too demanding about timing. 2ooting twice every time you want to turn on the ,- isnIt an ideal situation, so unless you leave it on all the time, loo! into buying a higher %uality power supply, ideally one recommended by the motherboard manufacturer. 2eep codes are part of the ,-Is ,ower 0n &elf Test 6,0&T7 routine. 0ne beep means the system has passed the test and the 2I0& believes that the -,/ and memory and video are functioning properly. "ll other beep codes vary by 2I0& supplier and system brand, but endlessly repeating slow beeps often indicate ="A failure, so shut down and try reseating the memory module6s7. " repeated string of beeps, either D or L beeps long, is fre%uently video failure, so unplug the power and try reseating the video adapter. If you are getting beeps with a live screen, the problem is unli!ely to be power supply related. ,roceed to the Aotherboard, -,/ and ="A $ailure diagnostics.

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If you donIt get any beeps, ma!e sure the case spea!er is connected and chec! for beeps again. If the motherboard lac!s a connection point for a case spea!er near the power switch and L)5 bloc!, it probably employs an onboard piezoelectric spea!er. If you have recently added any new components to the system, they may be overtaxing the power supply or causing a short circuit. This includes both adapters and drives. The first step in any failure situation is to try undoing the last change you made. I recently encountered a system which powered up but failed to initialize the video adapter when the secondary I5) ribbon cable was connected bac!wards to a -5 driveX "lthough the component you just added may have wor!ed in another system, it doesnIt mean you hoo!ed it up properly, that itIs compatible with the current ,-, or that it didnIt fail in the interim. -ommon power supply problems unrelated to the boot process are noisy operation and unstable voltages, both of which are a reason to replace the supply. There are two common noise problems associated with power supplies, noisy fans and whistling capacitors. (oisy fans can be replaced, but only if youIre a reasonably competent technician because you can really get a nasty zap from the stored energy in the capacitors even when the power supply is unplugged. Aa!e sure your noisy fan problem isnIt due to something silly li!e a piece of paper po!ing in through the fan grille before you rush out and buy a replacement. If your dog wonIt stay in the room when the computer is turned on or if your !ids hear a high pitched whistling that you donIt, itIs probably a capacitor. To determine whether the capacitor is in the power supply or elsewhere in the system will re%uire a process of elimination or some parts swapping. /nstable voltage problems are real ghosts in the machine, and can mimic all sorts of other problems. If you get into a fla!y failure situation that you canIt diagnose and youIve already started troubleshooting 6i.e. swapping parts7, you may as well try a new power supply as well. IIve seen power supplies produce some really bizarre failures, li!e a ,- that reboots when you set your coffee cup down too hard on the table. The most pervasive of the unstable power supply problems are random loc!ups or spontaneous reboots. Aodern motherboards have some ability to regulate the power they receive, but itIs got to be within a reasonable range. hen it starts overshooting the limits, the system may freeze or shutdown the motherboard to protect itself. "s soon as the ,- powers up, you should be able to hear the hard drive motor spin the drive 6li!e a very, very, %uiet jet ta!ing off7 and the read#write head see!ing 6a gentle clun!ing sound7. If youIre absolutely baffled as to whether or not the drive is spinning up, due to bac!ground noise or hearing problems, you can resort to feeling the drive cover. If that still doesnIt do it, I power down, remove the drive cage or the drive itself, and hold it firmly by the edges 6not touching any exposed wires or the circuit board on the bottom7 while powering up. The drive resists twisting movements li!e a gyroscope if itIs spun up. 5onIt play with it. If you move too fast or touch the circuit board to something that can cause a short, youIll damage the drive. :ust power down, reinstall, and continue with the diagnostics. If system power is coming on but the drive still isnIt spinning up, ma!e sure that your power lead is seated in the drive power soc!et. It doesnIt need to go all the way to the ridge stop on the connector, but it should go in a good half inch or so. It does ta!e a good deal of force to seat the cheaper leads in some drives. Try another lead, even if you have to disconnect another drive to get it. Try another drive. "t this point itIs still %uite possible that the power supply is defective, but if you have a drive that you !now spins up, itIs a good way to eliminate one possibility. "s long as you donIt smell smo!e coming out of the drive you can test the drive in another system. If you are using &-&I rather than I5) hard drives, chec! the documentation for a jumper that suppresses spin up on boot. &-&I drives offer this option because you can install as many as >E in a single system, and if they all tried to spin up at once it would swamp any power supply. (ormally, the &-&I host adapter will spin them up in order of their &-&I I5. If system power isnIt coming on, disconnect all drives, one at a time, and try powering up after each change. If the system powers up, youIve found a faulty drive or a faulty lead from the power supply. If the system wonIt power up with all drives disconnected, start removing adapters, one at a time, leaving the video for last. /nplug power cord before removing each adapter, then reconnect to power up. If the system powers up, replace all adapters except the last one removed before power came on. If power still comes on, try the last adapter you removed in different slot before giving up on it.. If you find an adapter that actually prevents the system from powering up, it must be replaced. If this is your video adapter and it is an "3, type, for which the motherboard only has one slot, it could be that the "3,

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slot is faulty. "nother possibility is that the adapter is !eyed as universal but is installed on a new motherboard that expects low voltage "3, adapters 6"3, G1 or H17. 0nce youIve eliminated the drives and the adapters, one of the few remaining possibilities is a motherboard short. =emove the motherboard and chec! for a standoff or screw located in the wrong place or rolling around loose. I often build out systems on the bench without a case, supporting the motherboard on a static proof bag over a cardboard box or some similar arrangement to give the adapters room to seat. This method eliminates any case mounting issues from the diagnostics process, but it introduces all sorts of ris!s, not the least of which is absence of the case ground. (ormally, a short circuit will result in a burnt smell and a ruined motherboard, sometimes damaging any of the attached components 6memory, -,/, adapters7 as well. In many instances, youIll be able to figure out which component is ruined by the presence of burn mar!s or a strong odor of smo!e coming from the component, though if it happens in a closed case, the smo!y smell can stic! to everything. If you canIt locate a failed component by visual inspection, you need to have access to a test<bed system 6an inexpensive but completely functioning ,- for testing %uestionable parts7. 5onIt test parts that may be fried in a good system, because some types of failures will cause damage to the next machine. If youIve reached this point without getting the system to power up, you probably have a defective power supply or motherboard. Try replacing the power supply first since theyIre cheaper than motherboards. =epairing power supplies re%uires a good !nowledge of electronics as there are usually Vno user serviceable parts.V )ven when power supplies are unplugged, they can give nasty zap from stored power in the electrolytic capacitors. If the power supply or motherboard is new, they may be incompatible with one another due to poor adherence to "T1 standards or support for different generations of the "T1 standard.
'roubles(ootin) a Ei"eo A"a#ter an" !om#uter
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Ei"eo !ar" Problem

Is the system power coming on8 -an you hear fans turning and drive motors spinning up, see little lights on the front of the -,/ case, hear any beeps8 eIre tal!ing about system power here, not the monitor power. If the system isnIt powering up, or if you arenIt sure whether or not it is, go to the ,ower &upply $ailure chart now. 5oes anything at all show up on the screen with the monitor power on, or is it just as blac! as before you powered on the -,/8 e arenIt demanding any signs of intelligent life in this case, any sign of life will do.

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"ssuming the system power comes up, does the monitor power come on8 Aost monitors have a status L)5 on the front bezel that should show green, orange, or blin!ing if the monitor is powered on. 4ou can also hear most monitors power on with a gentle sound, though I canIt describe it beyond saying itIs the sound of a -=T tube warming up. Aa!e sure the monitor is plugged into a good outlet by testing the outlet with a lamp or any other device that will prove beyond a doubt that the outlet is good. Aa!e sure that the power cord is either permanently attached at the monitor end or that it is seated fully in the soc!et, since partial cord insertion is the most common failure for monitors with detachable cords. L-5 displays donIt ma!e any sound when you turn them on, but they donIt have a simple power cord, either. L-5 monitors are usually powered by an external transformer, which in turn is powered from a regular "outlet. If the L-5 display doesnIt show any signs of life, ma!e sure that the cords into and out of the transformer are fully seated. &ome transformers are e%uipped with a status L)5 to show when they are operating, though you can also chec! for live output with a 5- voltmeter. The power connection to the L-5 display is often aw!ward to inspect, recessed into the bac! of the display. The important thing is to ma!e sure it is started correctly, then seated all the way. $ew things related to computers are more embarrassing than ta!ing your monitor for repair and finding out that the brightness was turned all the way down. This fre%uently happens with exposed dials when you pic! up the computer monitor and move it, though a pran!ster might also turn down the settings when theyIre concealed behind a pop<out door right under the screen. Aa!e sure that manual brightness and contrast controls on the monitor are set somewhere in the middle of their range, since itIs not always obvious which way is maximum or minimum. If the monitor is alive, turning the brightness and contrast all the way up will often result in the screen lighting up a little. The easiest way to chec! if the monitor is good is to simply attach it to another wor!ing ,-. If you see nothing but a single underline character blin!ing on and off, usually in the top left<hand corner of the screen, thereIs probably a problem with initializing the video adapter. That could be caused by the adapter being improperly seated, the motherboard not initializing the adapter properly, or any other motherboard related failure. -ontinue with the diagnostic flowchart. Aost new monitors will display something such as V(o signal source,V or V"ttach video signal,V as long as they are healthy, and powered on. These messages should appear even if the ,- or video adapter is dead. This is actually one of the more useful innovations in monitor technology, because it offers definitive proof that the computer monitor or L-5 display is alive and most li!ely capable of displaying an image if a video signal was present. /nfortunately, it only proves something by its presence, since older monitors and cheaper models may not display anything at all. Aa!e sure the >E pin video signal cable 6D rows of E pins each7 is seated s%uarely on the video port on the bac! of the video card. The hold<down screws on either side of the connector should be screwed in all the way, but not made up too tight. If the video cable is connected correctly, remove it and inspect the connector for damage. Loo! carefully at the pins in the connector to ma!e sure none of them are at an angle or flattened against the bottom. (ote that missing pins in a video cable are the norm, usually the monitor I5 pins. ItIs great if you have a spare video cable and a monitor with a detachable cable, but most monitors have an integrated cable 6doesnIt detach7 and most people donIt have a spare anyway. 4ouIll usually have to settle for visual inspection for whether the cable may have been crushed or breached. If you see that a pin in the connector is bent, you can try to straighten it very slowly with tweezers or fine needle nose pliers. If a pin brea!s, you can buy a replacement connector and solder it on with a fine soldering iron and infinite patience. 4ouIll also need a heatshrin! gun and tubing if you want to do it right. The last time I did one it too! me almost three hours, though I didnIt really have the right soldering iron tip. Kideo -onnector ,inout ><=ed B<3reen

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D<2lue G<Aonitor I5 6(ote' pins for I5 bits often not present7 E<3round F<=ed =eturn 6coax shield7 ?<3reen =eturn 6coax shield7 H<2lue =eturn 6coax shield7 L (o<-onnection >J<&ync 3round >><Aonitor I5 >B<Aonitor I5 >D<@orizontal<&ync >G<Kertical<&ync >E<Aonitor I5
5o you hear a string of beeps8 @ealthy ,-s should beep once or twice when they are turned on and pass their ,ower 0n &elf Test 6,0&T7 routine. hile different 2I0& manufacturers use different beep codes to identify failures, a repeating string of beeps 6three or nine in a row7 is a common indicator of video card failure. To start troubleshooting the video adapter, chec! if itIs is properly seated. This is an in<the<box chec!, so ma!e sure you unplug the power cord to the system first. 4ou can usually spot a poorly seated video adapter, especially "3, adapters, as more of the contact edge of the card is out of the soc!et towards the front of the case than the bac!. This doesnIt apply to motherboards with built<in video. hether or not the video adapter appears to be seated properly, reseat it. =emove the video adapter hold<down screw, remove the adapter, then reseat it in the slot, pushing down evenly. 2e careful that putting the hold<down screw bac! in doesnIt lever the front edge of the video adapter 6the end away from the screw7 up a fraction of an inch out of the slot, because thatIs all it ta!es. If reseating the card doesnIt clear up the beeps, itIs either video adapter failure or ="A on the motherboard. 4ou can power down and try reseating the ="A at this point, without going all the way through the motherboard diagnostics. There used to be beep codes for all sorts of component failures, but most of those components have long since been integrated into the motherboard and canIt be replaced if they fail. 5oes the system get as far as showing the 2I0& screen and loc!ing up8 2y 2I0& screen, weIre tal!ing about the text information or brand<name graphics that appear on the screen in the initial boot stages. " system that freezes up at this point is rarely suffering from a video failure, though a conflict between the video card and another installed adapter is still possible. 5id you install any new adapters immediately before the video card problem appeared8 ith the power disconnected, remove any other adapters, one at a time, then reconnect power and attempt to reboot after each removal. Loc!ing up on the 2I0& screen is often due to an adapter conflict, but if removing the other adapters doesnIt solve the problem, proceed to Aotherboard, -,/ and ="A $ailure. 5o you get a live screen, or at least move past the 2I0& screen, with all the other adapters removed8 If so, the problem is either a bad adapter preventing proper operation of the bus or an adapter conflicting with the video card. In either case, you can reinstall the adapters one at a time, powering up after each one, troubleshooting the problem by process of elimination. 5onIt forget to unplug the system each time before ta!ing any action inside the case. If the motherboard is a new upgrade, try the video adapter in another system before trashing it, since it could be a simple incompatibility. If installing a new video adapter doesnIt solve your Vdead screenV problem, itIs probably a motherboard related problem, even though you got to this point without any beep codes. ,roceed to Aotherboard, -,/ and ="A $ailure.
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!P*0 RA
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5o you get a live screen8 " message saying V(o Kideo &ignalV or anything similar doesnIt count as a live screen in this case. 4ou need to get at least as far as a 2I0& screen, either the system 2I0& or an adapter 2I0& loading. 5oes the system power up8 5o you hear any beeps, drives spinning up, fans, etc. If the power isnIt coming on, proceed to ,ower &upply $ailure. If the power supply diagnostics sent you bac! here, follow through these diagnostics as a double<chec! before giving up on the motherboard. If you havenIt performed the Kideo $ailure diagnostics for a dead screen yet, do so now. 5onIt ignore the obvious steps, li!e chec!ing the power cord and the outlet. If you s!ip the video diagnostics and continue with the motherboard flowchart, you could easily end up buying replacement parts for hardware thatIs not bad. 0ne of the most common failures following motherboard or ="A upgrades is improper insertion of memory modules. The levers should be lowered before inserting the memory module, and should raise themselves up and loc! in place when the module is correctly seated. If youIre using =IAA 6=ambus Inline Aemory Aodule7 memory, the modules in a ban! must be matched, and you must install -=IAAs 6-ontinuity =IAAs7 in the empty soc!ets. If youIre using older &IAA 6&ingle Inline Aemory Aodules7, each ban! needs a matched pair. In both cases, matched doesnIt just mean capacity and speed, it also means manufacturer. I

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have a new page up for upgrading laptop memory with &05IAAs. $or replacing regular 5IAA memory, see the illustrated replacing ="A. There are a number of reasons for a system with a good power supply to refuse to power up which were covered in the power supply diagnostics. "nother reason is a failed -,/ insertion, whether itIs a slot or soc!et -,/. ith good lighting, using a flashlight if necessary, ma!e sure that any soc!et -,/ is sitting dead flat in the soc!et, which means that the heat sin! should be perfectly parallel to the motherboard surface; the -,/ may be so totally hidden beneath some heat sin!s that you canIt see the edges. This problem should really only be relevant if you just upgraded your -,/ or installed a new motherboard, because the -,/ soc!et loc!s the -,/ in firmly and the heat sin! adds another level of clamping. If a soc!et -,/ is a new install, you have to remove the heat sin! and -,/ to visually inspect it for damage such as crushed or bent legs. " -,/ will not seat correctly if the soc!et loc!ing arm wasnIt raised all the way up before the -,/ was inserted, or wasnIt lowered all the way down after. If your -,/ wonIt sit down in the soc!et properly, either the soc!et is faulty or you have the wrong -,/ for the motherboardX I havenIt seen a -,/ creep out of a soc!et due to thermal shoc! for over a decade. ItIs pretty tough to tell if slot type -,/s are seated by visual inspection, so when in doubt, I reseat them. 0n the plus side, you can remove and reseat a slot -,/ without removing the heat sin!, since they form an integral unit. Aa!e sure you correctly identify release levers on a slot -,/ pac!age, which are normally located at the top of the -,/ pac!age, to the inside of the motherboard support structure. " stone dead -,/ is another reason for a system to fail. "ll modern -,/s re%uire a heat sin!, and most of these are an active heat sin!, with a fan on top. 4ou may encounter a heat sin! without a fan in mass< manufactured brand<name systems where the manufacturer had the engineering talent in<house to do a thorough thermal analysis and determined that the airflow over a passive finned heat sin! was enough to !eep the -,/ within the operating temperature range. hen there is a fan on the heat sin!, it must be hoo!ed up to the correct power point on the motherboard for the 2I0& to monitor its condition and turn it off and on. If you just installed a new -,/ and powered the system up with no heat sin!, it may have failed already. If the fan on your active heat sin! isnIt spinning up, replace it and hope for the best. Aa!e sure you see the new heat sin! fan operating since it could be the power point on the motherboard thatIs failed. If you have a system that powers up, the next %uestion is, do you hear any beeps coming from the motherboard spea!er. If your motherboard doesnIt have an integrated piezoelectric spea!er but does have a spea!er connection next to the power and reset connections 6usually the front, left<hand corner of the motherboard7 attach a case spea!er. If you hear an unending string of beeps, itIs often bad ="A, while a repeated se%uence can be ="A or video. 0ther beep codes have been largely abandoned since they pertained to non<user replaceable surface mount components. 2eeps or no beeps, I always reseat the video adapter and the ="A, paying special attention to the loc!ing levers on the memory soc!ets. "re your motherboard settings on the defaults8 hether you just put in a new motherboard or have been fooling around with overcloc!ing, restore the default settings. This is often accomplished with a single jumper or switch setting, but sometimes it involves moving several jumpers or switches. 3et the default values from the motherboard documentation. If you canIt find the original manual or locate the e%uivalent documentation on the Internet, you may have to s!ip this procedure. &ometimes, the sil! screens on the motherboard are sufficiently detailed to wor! out the defaults, but you need really good eyes to figure it out. "lthough weIre repeating a little of the power supply diagnostics here, stripping down the system is the next step in a Vno power<upV scenario. /nplug the power cord before each change in the case. 5isconnect drives, one at a time, reconnecting power and trying power up after each. (ext start removing adapters, saving the video adapter for last, reconnecting power and retrying after each change to ensure you discover which component is causing the failure. =unning the motherboard without a case is a common techni%ue used by technicians to eliminate any weird grounding and shorting issues or mechanical stresses. It also ma!es it much easier to swap the -,/ if thatIs re%uired. I normally do my bench testing on top of a cardboard box, with a static free bag or foam between the bottom of the motherboard and the cardboard. 4ou donIt wal! away from a test li!e this or you might come bac! to find the box on fireX If your motherboard powers up on the bench with the same power supply

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that you used in the case, you have a geometry problem. Ideally, you should have a spare power supply for bench testing if youIre going to do regular repair and testing wor!. Aa!e sure some standoffs arenIt higher than others, putting unacceptable stress on the motherboard. -hec! that every standoff appears under a screw hole. The easiest way to be sure is to count the standoffs, count the screws, and ma!e sure there are no screws leftover after you install the motherboard. There could be a short caused by a misplaced standoff, a loose screw, metal chips from shoddy materials. IIve encountered standoff shorts that produce an endless string of beeps li!e ="A failure, without damaging the motherboard. ThereIs also the possibility that the case geometry is so messed up 6out of s%uare or level when the cover is forced on7 that itIs putting an unacceptable mechanical stress on the motherboard resulting in an open circuit. If you canIt find the cause of the problem, donIt hesitate to try another case and power supply. If you still have a Vno powerV situation with the motherboard running out of the case, thereIs always the last refuge of a scoundrel. &wap in a !nown good -,/ not forgetting to install a good heat sin! and to connect the fan, even just for a %uic! test. I try to !eep around some cheap old -,/s for this purpose, just in case the motherboard is a -,/ eater. ItIs another good reason to leave all the motherboard settings on the default V"utomaticV setting, so you donIt have to fool around with them at this stage. If your old -,/ is bad and the heat sin! fan is dead, itIs a pretty sure bet that the dead fan caused the -,/ failure. If the heat sin! fan is wor!ing, determining whether the -,/ failure was due to poor heat sin! contact, improper motherboard settings, or lousy power regulation from the motherboard is a guessing game. If the motherboard is an older ma!e and you have a couple buc!s to spare, replace the -,/ and the motherboard together. =eplacing just the -,/, even if the motherboard tests out 09, is !ind of ris!y and usually tough to justify from a price#performance standpoint unless the system was practically new, say less than a half a year old. If you still have a no power situation, not to mention no beeps and no video, youIre probably loo!ing at a bad motherboard. "gain, this diagnosis assumes that you went through the Kideo $ailure diagnostics, which would have forced you through the ,ower &upply $ailure diagnostics as well. I still wouldnIt be in a hurry to ta!e a gun to the motherboard. 3et your system operating with a replacement motherboard and all the identical parts that the old motherboard failed with before you ma!e the trash can decision. I just added some illustrated instructions for replacing a motherboard to this site, including installing a new motherboard. 5oes the system power right up, give a happy beep or two, then freeze on the 2I0& screen8 This can occur on an all text screen, during or after memory count, while chec!ing for drives, or the feared VKerifying 5AI 5ata ,ool.V The problem is very li!ely due to a conflict, most li!e between the adapters but also possibly between incompatible drives sharing a bus. &trip the system down to bare<bones, just a power supply, motherboard, minimum ="A, -,/ and heat sin!, and video adapter. If the system no longer freezes when itIs stripped down, but complains about the lac! of a boot device, proceed to -onflict =esolution. Try swapping the ="A around, reordering the ban!s if you have more than one ban! of ="A installed, or moving the only module installed to a neighboring slot. If this doesnIt cure the freeze<up, and you have some suitable !nown good ="A from another system, try it. If the ="A currently installed doesnIt meet the motherboard manufacturer specs, you shouldnIt be using it; even if it seemed to wor! until this point. Improperly selected ="A can be the cause of problems ranging from no<boot to intermittent loc!<ups. Is the ="A seated correctly and in the proper %uantities 6i.e., number of modules, addition of continuity modules, or -=IAAs, if you are using =IAAs7. "lso ma!e sure that the system didnIt use tinned 6silver color7 contacts against gold contacts, or the dissimilar metals will cause corrosion over time due to a constant electrical current when the power is off. =eplacing ="A at this point isnIt a guaranteed proposition, but itIs a good item to eliminate. 5onIt toss out the ="A you remove because you may find out later that itIs actually good. If you arenIt using the default -A0& settings, try restoring them all at this point. 4ou can usually restore these from a major -A0& menu item li!e V=estore 5efault &ettingsV or V2I0& 5efault &ettings.V The default settings usually put everything on autodetect and use the recommended timing for the ="A. This means if youIre overcloc!ing, stop it, at least until you get the system running again. It doesnIt matter whether or not overcloc!ing the exact same -,/ or ="A in a friendIs system wor!ed without a hitch, youIre exceeding the manufacturers recommendations so itIs a gamble.

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"n overheating will cause the system to %uic!ly loc! up. =emove the existing heat sin! and fan, ma!e sure that the fan is wor!ing properly "(5 that the geometry of the bottom of the heat sin! will bring it in full contact with the exposed -,/ die or the top of the -,/ pac!age. &ee my illustrated guide for how to replace a -,/. "pply an approved thermal grease or thermal tape before reinstalling the heat sin!. 5onIt put on too much thermal grease or youIll just ma!e a mess. The thermal media is only there to fill the microscopic gaps between the die surface and the heat sin!. 5onIt improvise your thermal material, go to a computer or electronics store and buy some. Installing heat sin!s can be frustrating, but this isnIt a Vbash away at itV process. 4ou can damage the -,/ if you start crac!ing the heat sin! against it in an attempt to get the heasin! to sit right. 2e patient, study the mechanical connections, ma!e sure you arenIt hitting some poorly placed component on the motherboard and chec! that your heat sin! isnIt so oversized it just wonIt fit on the particular motherboard.
Mak !"# $% &a' (' $%a$ % a$ !)'k !*)'! "* $% ! +(', $%a$ *(- # +(. ! ('. I& )$ ,( !'/$0 , !*)$ 1 )'2 +('' +$ , $( $% +(## +$ *(- # *()'$ 3! $% .($% #1(a#, .a'"a450 # *4a+ )$ -)$% a ' a+$)6 % a$ !)'k "')$. Mak !"# $% 1($$(. !"#&a+ (& $% ' - "')$ -)44 .ak &"44 +('$a+$ -)$% $% 7*(! , C8U ,) (# $% $(* (& $% C8U *a+ka2 . T% ('49 *#(14 . -)$% # *4a+)'2 a' a+$)6 % a$ !)'k )! )$ .a9 1 $(( 4a$ &(# 9("# C8U. C8U! %a6 a' "'&(#$"'a$ $ ', '+9 $( ,a.a2 $% .! 46 ! -% ' $% 9 (6 #% a$. S(. C8U! +a' 2( )'$( $% #.a4 #"'a-a9 a', , !$#(9 $% .! 46 ! )' a .a$$ # (& ! +(',! -)$%("$ *#(* # +((4)'2.
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arningX 4ou must unplug your "T1 power supply from the wall before wor!ing inside the case.
Har" 4ri5e 8ailure 4ia)nostics

"re all installed I5) drives properly identified by the 2I0& and displayed on the start<up screen8 "ny modern ,- should be able to identify the drive by model number, brand, capacity, and usually the transfer

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mode. &ome brand name ,-s may not display a start<up 2I0& registration screen, so youIll have to enter -A0& &etup to view the information. If the !ey stro!e re%uired to enter -A0& &etup isnIt displayed on the screen as the ,- begins to boot, youIll need to loo! it up in the documentation or on the Internet. -ommon !eys used to access -A0& &etup at boot are, W5)L., W$>. and W$B.. "ny time two I5) drives share a single cable, the computer needs a way to tell them apart. This can be accomplished by using jumpers on the drives to set one to VAasterV and the other to V&laveV or through selection by the cable. The Aaster#&lave setting is fixed by a single jumper, usually on the bac! end of the drive between the power soc!et and the I5) connector. The labeling for the jumpers is usually in shorthand, VAV for Aaster and V&V for &lave. &ome older drives include a jumper for V&ingleV 6and spelled out labels7 for when the drive is the only drive installed on the ribbon. &ince all modern computers support both a primary and a secondary I5) interface, itIs not necessary with a two drive system to hang them both on the same cable. The boot hard drive should always be the Aaster on the primary I5) interface. If the -5, 5K5, or any other I5) drive is to share the same cable, it should be set to &lave. Aost new I5) drives support -able &elect 6-&7 which means the pin BH connection in the cable will determine which drive is Aaster and which is &lave. The HJ wire ribbon cables that should come with all new motherboards and drives support cables select and have color coded connectors' Aotherboard I5) -onnector < 2lue, &lave I5) connector 6middle connector on cable7 < 3rey, Aaster < 2lac!. -able select is supported by custom GJ wire ribbon cable and older drives; these are usually found in brand<name systems. The jumpers on both drives should be set to cable select if you arenIt setting one as Aaster and the other as &lave. If the drives still donIt register properly, ma!e sure the power cable is seated in the driveIs power soc!et, which can ta!e a bit of force. The ribbon cable connectors must also be seated all the way into the I5) port on both the drives and the motherboard, or adapter card if youIre are using a ="I5 adapter. The most common reason for a cabling failure of this sort is that the connection was partially dislodged when you were wor!ing in the case on something else. Try a new ribbon cable. hile cable failures are rare, it can happen, and itIs a favorite tric! of investigative reporters writing articles about computer repair rip<offs to intentionally introduce a bad I5) cable into a ,- just to see how many parts a shop will sell them. 5oes the hard drive spin up8 e covered this in the power supply diagnostics, but IIll repeat it here for convenience. hen the ,- powers up, you should hear the hard drive motor spinning up the drive and the gentle clun!ing sound of the read#wrote head see!ing. If I canIt tell whether or not the drive is spinning up, even with my fingers on the driveIs top cover, I run the drive in my hand. " spun up drive resists a slow twisting movement just li!e a gyroscope. 5onIt flip it %uic!ly or play with it or you may damage the drive, not to mention touching the circuitry against a conductor and causing a short. :ust power down, put the drive bac! in and continue with the diagnostics. If itIs a &-&I drive, youIre on the wrong diagnostics page, but maybe some new I5) hard drive will adopt the &-&I practice of a jumper to delay spin up. &-&I drives offer this option since you can install up to >E on a single controller, and spinning them all up at once would cause the hardiest power supply to droop. Try swapping the power lead or running the drive on another power supply. 0ne of the reasons I always use four screws in drives is so I can push hard on the power connector without the unit shifting around and possibly damaging the circuit board. IIve never bro!en a power soc!et off the circuit board on a hard drive, but IIve seen it done, so donIt go too crazy on it. Try the hard drive in another ,- before you conclude that itIs dead. /&2 enclosures are the easiest way to test hard drives, and I just put up a page for recovering laptop hard drive data with a /&2 enclosure. "re the ribbon cable connectors and the I5) ports on the drives and the motherboard !eyed such that the cable can only go one way8 -hec! the pin > location on all of the connectors and ports. 0n I5) drives, pin > is traditionally located next to the power cord, but itIs not a >JJ[ rule for all time. Aotherboards can be pretty strange about cable ports. IIve even seen one where the pin numbering on the floppy and I5) interfaces were oriented opposite. The pin > location on the motherboard is normally mar!ed with an arrow, a dot, a white s%uare, anything to show one end of the interface as different from the other. If the motherboard wonIt register any drive you attach, even on new cables, and if those drives are spinning up, it indicates that either the I5) controller is bad or all the drives youIve tried are bad. 4ou can try running on the secondary I5) controller if youIve only been wor!ing with the primary, but the next stop is installing an add< in I5) adapter or replacing the motherboard.

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The troubleshooting procedures for I5) drives that arenIt recognized by the 2I0& are identical, whether they are hard drives, -5s, 5K5s, tapes or any other I5) device. If the 2I0& registers the installed I5) drives correctly and the drive youIre having problems with is a -5 or 5K5, proceed to the -5 or 5K5 $ailure diagnostics. 5oes the drive cycle up and down8 Try swapping the power lead for a spare or one used by another drive. Try isolating the drive on its ribbon cable, even if it means temporarily doing without another drive for the sa!e of troubleshooting. If neither fix helps, try disconnecting the ribbon cable to ensure that the drive isnIt receiving some fla!y power down signal from a bad I5) interface or crazy power management scheme. If it still cycles up and down, the drive is probably toast. Test the drive in another system before labeling it dead. If you have an old drive that spins up but wonIt see! 6you never hear the head move in and out7, itIs probably a mechanical failure. The last ditch effort before giving up or sending it out for data recovery is tapping lightly with a screwdriver on the cover of the drive, away from the circular section where the dis!s are spinning. This might encourage a stuc! head to get moving. :ust ma!e sure you have your bac!up media prepared if you try this, because it may wor! just the one time. 5oes the drive ma!e little clic!ing noises and fail to get going8 =estart the machine, with the reset button if you have one, and hopefully it will boot. If not, try in a warmer room, or put the ,- in direct sunlight to warm up and then try it again. 4ou can also replace a laptop hard drive, in fact, itIs one of the few components that can be easily procured. ItIs far from guaranteed, but this is one of the few problems that can result from the drive being too cold rather than too hot. If you do get it started, run &can5is!. It doesnIt hurt to reseat all of the cables on the drive and the ribbon cable to the motherboard, since connections can also loosen up over time. @owever, if you canIt get it going, it could be a legitimate drive failure. If you mind losing all of the data onboard, try $5I&9ing and reinstalling the operating system again. 5oes the 2I0& report the transfer mode correctly, ie, /5A"#>JJ, "T"#FF8 /5A" must be enabled in -A0&, or set on V"uto,V for high speed transfers. "ll new I5) hard drives re%uire the HJ wire ribbon cable, at least for high speed operation. 4ou can chec! -A0& &etup to see if thereIs a manual override to select the higher speed transfers, though the automatic settings should pic! it up. "lso try isolating the hard drive as the sole device on the primary controller. If youIre adding a new hard drive to an older system, itIs possible that motherboard # 2I0& simply doesnIt support the faster transfer, even with the new cable. IId be leery of flashing the 2I0& to try to get the speed up, even if the motherboard manufacturer supplies it. -hec! the settings in -A0& and ma!e sure the drive transfer rate isnIt being turned down to some ancient ,I0 mode. -A0& may allow you to set both the ,I0 mode and the /5A" mode for each individual drive. The default setting should be V"utoV for all of these. -hec! all of the operating system related drive settings 6caching, etc., varies li!e crazy with 0&7. Aa!e sure you have enough ="A installed for the applications you are running. If the system bogs every time you open a new window or scroll down a page and you hear the hard drive see!ing itself silly, youIre probably swapping out to virtual memory on the hard drive too often. ="A is cheap, BEF A2 isnIt a bad investment in your sanity. -an you install an operating system, or access the drive with any generation of $5I&9 to create or view partitions8 -hec! again that the ribbon cable is fully and evenly seated and there arenIt any Vread onlyV jumpers set on the drive 6normally only found on &-&IIs7. Try a new ribbon cable. If this doesnIt do it, it sounds li!e either the driveIs A2= is messed up, or thereIs a problem with the way the software is communicating with the 2I0&, which really shouldnIt happen. If you donIt mind losing whatever info is on the drive, you can try $5I&9#A2= and see if it helps
4E4 an" !4 Re#air wit( 4ia)nostic 8lowc(arts


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!4CRA
an" 4E4 'roubles(ootin)
The most basic and potentially most disastrous problem that can occur with a -5 or 5K5 drive is a stuc! tray. ill the tray eject when you press the eject button8 ,ress it once, li!e a doorbell, and then move your finger away, or you may be sending it repeated open and close commands. The drive wonIt pop right open if it is actively playing a disc, and the operating system may be able to override the stop and open command. If youIre trying to eject a music -5 using Aedia ,layer software 6clic!ing on a software eject button on the screen7 and it doesnIt wor!, try the manual button on the drive. If this is a newly installed drive, ma!e sure you used the short screws shipped with the drive and not longer screws which can jam the mechanism. If thereIs a disc in the drive that can no longer be read, ma!e sure the power supply lead is still seated in the soc!et on the bac! of the drive.

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&hut down, restart, and try again. If the tray still doesnIt eject, reboot again and note whether the 2I0& registers the drive. &ome brand name ,-s donIt report installed hardware on a boot screen, so youIll have to access -A0& &etup to chec!. If the 2I0& doesnIt registered the drive, it may have dropped dead. IIve seen -5 recorders as cheap as M>L.LE and -5 players for less, so you !now they arenIt built to last forever. ,roceed to I5) 5rive $ailure if the 2I0& no longer registers the drive. "ssuming the drive is still registered by the 2I0& and operating system, you really do have a stuc! disc. The next step is to loo! for a pinhole on the front of the -5 or 5K5 drive. ,ower down the system and unplug the power cord, then straighten out a couple inches worth of paper clip, the heaviest gauge that will fit in the hole. 3ently push the paper clip straight into the hole, until you feel it depress the release mechanism. This will sometime cause the tray to pop out a fraction of an inch, other times you will have to pry it a little to get it started. 0nce you have enough tray stic!ing out to grab it with your fingers, you should be able to pull it out, though it can offer %uite a bit of resistance, and you may damage whatever disc is inside. If the faceplate seems to be bulging as you pull, the disc is hung up on it, and the best thing to do is remove the drive from the ,- and then remove the faceplate. The faceplate is normally held on by simple plastic clips wor!ing from the inside out. 3ently depress them into the side of the drive while removing the faceplate so you donIt brea! them off. If you have removed the drive from the system, tried the manual pinhole release, removed the faceplate and still canIt get the disc out, you have a problem. IIve ta!en whole drives apart with no luc!. If thereIs a mechanical failure, it probably isnIt repairable without access to parts. "t this point, I usually just pry and pray. If I had a 5K5= worth several hundred dollars, IId consider sending it out. 5oes the drive read discs8 hen you mount a disc, be it software or music, does the drive ac!nowledge that a disc is present and let you view the contents8 It doesnIt matter 6at this point7 whether or not you can get through installing the software on the disc or read all of the information. The %uestion is simply, can the drive see anything at all on the disc8 5o you have -5 and 5K5 drives installed8 ItIs easy enough to mix up drives on a ,-, and a -5 drive isnIt going to going to have much luc! reading a 5K5. " -5 recorder along with a 5K5 player is a common two drive combination, but the 5K5 may not be able to read -5s recorded just two inches away. &ee -5 or 5K5 =ecording ,roblem if youIre having trouble reading a recorded disc. &ome older systems have both a -5 =0A 6reader7 and a -5= 6recorder7. "re you reading the right drive8 If you have two physical drives, ma!e sure the operating system is actually loo!ing at the drive the -5 or 5K5 has been placed in. Trust me, IIve been fooled myself into opening up a machine by blind belief in the wrong drive letter. Aost drives have an activity L)5 that tells you when the drive is active. Aa!e sure the activity L)5 is lighting up on the drive you put the disc in when you try to read it. 5oes the drive read other discs8 Try another disc, a factory -5 in -5 =0As or -5=s or a factory 5K5 in 5K5 =0As or 5K5=s. If it wor!s, the problem is with the media and not the drive. Aa!e sure the disc you canIt read is the right type for the drive your are trying it in, ie, -5, 5K5, -5=, 5K5=, noting that many of the recordable discs wonIt be readable in other players. -lean the disc with a soft bit of flannel. The discs are plastics, so donIt use solvents. &cratches can render a disc unreadable, including scratches on the surface 6label7, which cause distortions in the layer that is actually being read from the bottom. Try the disc in another reader before chuc!ing it out, it could just have trouble with the device you were trying it in. 5oes the drive show up in the operating system, on your des!top or in 5evice Aanager in indows operating systems8 If not, the first step is to reinstall the driver. 3et the latest driver from the manufacturerIs website and install it. If you can boot an 0& -5 in the drive, but the drive has disappeared from 5evice Aanager, try reinstalling the 0&. If that doesnIt ma!e 5evice Aanager happy, see if thereIs a firmware update for the drive itself, though flashing a drive, just li!e flashing a motherboard 2I0&, should be a last resort. )ven though the 2I0& registers the driveIs presence, you can still try swapping the ribbon cable. Try changing the transfer mode the -5 is operating in -A0& &etup to a lower speed, if thatIs possible. Try swapping the drive to another lead from the power supply, even though itIs already Vawa!eV enough for the 2I0& to have registered its presence. The laser lens in the drive could be incredibly dirty, so if you can find an inexpensive cleaning !it, itIs worth a try.

Page $# of 89
4ou could have a simple cabling problem or Aaster#&lave conflict. If the drive is the &lave on primary I5) controller with the hard drive, move it to the secondary I5) controller as the Aaster 6re%uires another I5) ribbon cable7. If you already have another device installed as the secondary Aaster, you can try the drive as the secondary &lave or temporarily replace the secondary Aaster for the sa!e of seeing if it will wor!. If the 2I0& is new enough 6say, post >LL?7 to identify individual I5) devices on the power up screen and it doesnIt see your I5) -5 or 5K5, you arenIt going to get it to wor!. &ee the new illustrated guide for how to install a -5 drive. -an you listen to music -5s through your spea!ers8 The following assumes that you can get operating system sounds to play from your spea!ers. If not, proceed to &ound $ailure. $irst, ma!e sure that the volume controls in software arenIt turned down. (ext, if the drive is e%uipped with an audio jac! on the front, stic! in a cheap headphone 6if you have one7 and see if the -5 is playing. In any case, if the -5 is spinning and the time is advancing in whatever version of Aedia ,layer you have installed, the drive is actually playing the -5. The audio patch cord from the drive to the sound card or the sound port on the motherboard may not be connected, or the device volume could be turned down in a software mixer panel. The easy chec! for incorrect audio patch cable 6D or G wires7 connection without opening the ,- is to try a multimedia -5, such as a game. If the sound wor!s in the game, the problem is a missing or improperly connected cable. (ote also that in two drive systems, the builder may only have patched the audio output of one of the drives through to the sound card. 5oes the drive cause the whole ,- to tremble when it spins up8 Is it noisy8 Aa!e sure that the drive, if internal, is mounted with four screws, and level. &uper high speed drives, say anything over GJ1, will vibrate li!e crazy if a disc is off balance, either because it was chuc!ed up wrong on the spindle, or because the disc itself has some weighting problem. "side from obvious physical flaws 6li!e the dog or the !id too! a bite out of the edge of the disc7 a miss<applied label can create an unbalanced disc. Try ejecting and reinserting the disc. I wouldnIt !eep running a drive that vibrates badly. It could end up damaging the discs 6discs have been !nown to shatter at high speeds7 and it doesnIt do the other components in your system any good to be vibrated, which can lead to connections wor!ing apart or worse. If the problem only occurs with some discs, you can blame the discs. 0therwise, IId loo! into a new drive. 5oes your problem involve recording -5s or 5K5s8 If so, proceed to -5#5K5 =ecording ,roblems. $or a problem booting a factory -5 in a recorder, stay here. ItIs become increasingly difficult to tell factory pressed -5s from recorded -5s, due to the highly polished labels that can be easily printed for recorded -5s and 5K5s. $actory produced discs are usually silver on the read surface, while recorded discs are often gold or green. 5oes your system refuse to boot !nown good boot -5s, li!e operating systems from indows LH on up8 Try setting the boot se%uence in -A0& &etup to boot to the -5 or 5K5 first. This shouldnIt really be necessary if the hard drive is uninitiated, but IIve seen it fix the problem. IIve also seen some high speed drives which ta!e too long to spin up and report to the 2I0& that thereIs a bootable disc present. &ometimes you can get around this by opening and closing the tray, which should cause the drive to spin up, and hitting reset right after youIve done so. ith any luc!, youIll get the timing right so that the 2I0& chec!s for a bootable -5 while the drive is still active

Page $$ of 89
'roubles(ootin)
o"em C 4ialCu# WonKt !onnect
'roubles(ootin)
o"ems
The first troubleshooting %uestion for a dial<up modem is, does your modem actually dial the phone8 If you have a des!top ,-, there should be a little piezoelectric spea!er on the modem itself. Aany people 6and computer vendors7 turn down the volume for this in software, which you can find on the V,ropertiesV tab of the modems in indows -ontrol ,anel. (oteboo! computers will normally run the sound through the

Page $8 of 89 indows and the volume dial built into the
noteboo! spea!ers, which means the volume controls in noteboo! body must both be turned up.
5oes the I&, answer8 4ou should be able to hear the I&,Is modem pic! up and whistle and hiss bac! at your modem through the spea!er. If not, ma!e sure you are dialing the right phone number and that the I&, isnIt temporarily down. :ust dial the number from a regular phone handset and the I&, modem should pic! up and whistle at you. Aa!e sure you have the area code and any prefix for an outside line correct, especially if you are dialing from a business. 5ial<up lines in a business must have a clean path through a business phone system 6,21 < ,rivate 2ranch e1change7, just li!e fax lines. If the phone is always busy, call the I&,Is tech support for help or try one of the other phone numbers they provide. It could simply be that they donIt have enough modems available for the traffic in your area at certain times of day. If you hear the modem dial but the dial tone remains until an operator pic!s up and tells you that your phone is off hoo!, youIre trying to use VtoneV dialing on a VpulseV system. This problem is easily corrected in the V5ialing ,ropertiesV of the basic modem page in -ontrol ,anel. 5o you get an error stating that the I&, canIt negotiate a connection, protocol, anything along those lines8 /nfortunately, this error is too generic to help much with how to troubleshoot the problem. )ven messages telling you to chec! your password can be caused by just about anything. Try redialing several times without changing anything to ma!e sure you arenIt just encountering an overloaded modem pool. hile standards such as K.LJ and K.LB are bac!wards compatible, it pays to match your standard to the I&,Is for both EF9b#s performance and reliability. -all your I&, help line to confirm your login information if itIs the first time youIre dialing in. =e<enter your password, remembering that caps usually count. "ssuming you have your username and password right, the odds are any errors reported arenIt due to any protocol settings on your part, especially if you havenIt changed the defaults. If the error crops up at random, itIs usually due to the weather and the time of day, as both play a major role in the circuit conditions of the telco infrastructure. &tormy or damp weather can badly degrade the lines of older telephone networ!s. Trying at different times of the day is also important for troubleshooting modem problems, with the beginning of the business day, and a period in the mid<afternoon usually being the worst times. IIve actually run non<Internet modem applications on dedicated lines that showed a huge increase of line noise during these periods, whatever your telco tells you. ill your modem connect at a lower speed8 4ou can change the maximum speed the modem will try to connect at in -ontrol ,anel, but IIve noted that the settings donIt always ta!e effect, even after rebooting. 4ou can search on the Internet for the modem control string to force your modem to K.DG compatibility, then insert it in the "dvanced &ettings for the modem which can be accessed through the Aodem ,roperties in -ontrol ,anel or 5evice Aanager. If you succeed in connecting at a lower speed, try going through the Aodem ,erformance troubleshooting. -an you connect to a different I&,8 The best test for eliminating modem failure is to see if it will connect to a different service. If you can connect to a friendIs I&,, itIs a definite proof that the modem isnIt bad. It doesnIt mean that the I&, you canIt connect to is at fault, it could be a %uestion of matching modem standards. 2y the same to!en, if you canIt connect to another I&,, it doesnIt prove your modem is faulty, it could still be a problem with line conditions. The current EF9b#s standards in use are K.LJ and K.LB although some services still support 9EF$lex and 1B. If the software reports, V(o 5ial ToneV, ma!e sure you have the patch cord from the modem to the wall jac! plugged into the VlineV jac! of the modem. The VphoneV jac! on the modem is for plugging in a regular telephone to use when you arenIt online. If the wall jac! is live, try changing the telephone patch cord running from the VlineV jac! on the modem to the jac! on the wall. -hec! the phone jac! at the wall with a telephone handset. If it doesnIt wor! you need to troubleshoot the in<wall wiring or try a different jac!. @ave you installed the most recent driver you can find on the modem manufacturerIs web site8 If your modem is integrated on the motherboard, it would be an update to your motherboard driver. )ven if your modem is brand<new, hardware often ships with obsolete drivers, either because itIs been sitting on the shelf

Page $9 of 89
somewhere for a year, or because a recent operating system release has overta!en it and a better driver is available. 5oes the operating system report the modem as present and operating8 This information appears in 5evice Aanager in indows. If not, reinstall the driver for the modem. If an I=C conflict is reported in 5evice Aanager, resolve it by either changing I=C in software 6with a plug<n<play modem7 or changing the I=C jumper on the modem for an old card. If you absolutely canIt get around it, you may have an extremely unfriendly sound card or other adapter on the bus which is hogging the I=C the modem is capable of dealing with. (ote that a modem can share an I=C with a serial port in some cases, though it canIt be used when a device is actually attached to that port. If you canIt resolve the 5evice Aanager problem, either you have a hardware conflict, or the modem is bad. &ee the illustrated guide for how to install a EF9 modem. ,roceed to the -onflict =esolution chart. 5oes the operating system or dialing software report the port is Vin useV when you try to dial8 In indows -ontrol ,anel . Aodems, go to V5iagnostics,V select your modem, and clic! on VAore InfoV. Try shutting down and rebooting. The Vport in useV error is due to another active software application claiming the port the modem is set on. 4ou could get this error if youIre already using the modem but donIt realize it for some reason, but itIs more li!ely that youIve recently installed software for synchronizing a palm device or for a camera thatIs colliding with the modem driver.

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Soun" !ar" an" S#eaker 'roubles(ootin)


Page 81 of 89
P! Soun" !ar" Problems C 4ri5er an" Har"ware

Is sound enabled in the operating system8 In indows, the basic V&oundsV menu is found in -ontrol ,anel. &ound events that have little spea!ers next to them are enabled. )nable sounds for some actions that you recognize 6li!e Vexit programV or VminimizeV7 and see if your spea!ers wor! now. (ote that operating system sounds donIt need to be enabled for music -5s or games to wor!, but if youIre here, weIre starting off with the assumption that you arenIt getting any sound out of the spea!ers at all. I just posted a page that loo!s at some laptop sound problem issues. "re the spea!ers plugged in to a power source8 The volume control on spea!ers usually serves as an on#off as well. There are some super cheap spea!ers that donIt offer amplification, in which case there wonIt be any power cord, but donIt expect much in terms of volume or %uality. =eally ancient spea!ers may be powered by batteries rather than a transformer, so if your spea!ers donIt have a power cord, double chec! that they donIt have a hatch for batteries. Aany older sound adapters and noteboo! computers have a manual volume dial, as do most external spea!ers. Aanual volume dials should be adjusted to somewhere in the middle of the range, not all the way to one extreme or the other. 5id you chec!8 -hec! again. 4ou donIt want to invite a friend over to help with your sound problem, only to find the volume is manually turned down. @ave you loaded the best driver for the sound card8 The best driver means the most recent driver, so chec! the manufacturerIs website for an update, because your sound card may have been sitting on a shelf for a year before you bought it. If the sound is integrated on the motherboard, chec! for an update at your motherboard manufacturerIs web site. 5oes 5evice Aanager register the sound card or integrated motherboard audio and report that the device is wor!ing properly8 )ven if you donIt have the proper driver, 5evice Aanager will probably identify it as a sound controller. 2efore you start stripping down the system or chase off to conflict resolution, ma!e sure the adapter is seated in the motherboard slot. If the 5evice Aanager reports a resource conflict between any of the audio devices and another device, loo! through all of your device reports and figure out where the conflict is. It may be resolvable by changing the settings in 5evice Aanager, or it may ta!e aggressive reshuffling of adapters. If you get a VX,V V8V or ViV on the sound controller in 5evice Aanager, proceed to -onflict =esolution. -hec! your documentation or the symbols on the sound card to ma!e sure you actually have the spea!ers plugged into the proper jac!. 0n high<end sound cards with front and rear spea!er jac!s, try the front spea!er jac! first. -hec! that your audio patch cables are all plugged firmly into the proper jac!s and that the cables arenIt damaged. If you have /&2 spea!ers, they donIt jac! directly into the sound card. &oftware volume controls are the O> problem with sound, and a real pain to figure out if multiple people use the system. "side from the primary volume control often found in your system tray, there are various other mixer panels and volume adjustments that get installed with the driver and are offered in various applications. "ll of these can cause a complete absence of sound if the VmuteV box is chec!ed. I donIt have any magic method for finding the mixer panel or any additional volume controls in a typical system. The Aultimedia icon in -ontrol ,anel is a good place to start. 5oes your sound system wor! properly with everything except music -5s8 If so, proceed to -5 and 5K5 ,laybac! diagnostics. 0ne good test is to try the spea!ers and cables on another system, or another device with a spea!er jac!, li!e a portable radio. Aa!e sure you first turn the spea!er volume control all the way down in case the output is already amplified. If your spea!ers and cables donIt wor! anywhere, try swapping the cables to find out which is faulty. If the spea!ers and cables are good, either the sound card is blown or you didnIt loo! hard enough for a hidden mute in software. If 5evice Aanager only registers the sound card when you strip out all the adapters except the video card, itIs definitely a conflict. If you have another sound card lying around, itIs a good time to try it; otherwise proceed to -onflict =esolution.

Page 82 of 89
If your only audio support is built into the motherboard, ma!e sure itIs enabled in -A0& &etup. If you are using a sound card, ma!e sure any motherboard audio is disabled in -A0& &etup. If you canIt get the operating system to recognize the sound card, which is sure to be plug<and<play, shut down and unplug, remove all the other adapters except the video card from the system, reboot and let the 2I0& and operating system adjust. Then shut down and unplug again, replace the sound card, and see if you can get it going. If this wor!s, you might still have problems when you add the other adapters bac! in, but if you do it one at a time, at least youIll find out for sure where the conflict lies.

Page 8 of 89
$etwork 'roubles(ootin) 8lowc(art

$etwork !able an" Hub 'roubles(ootin) 5oes the ,- 6 or!station7 see any networ! resources, servers, other wor!stations8 (ote that some versions of networ!ing software display VrememberedV resources, even when the ,- canIt access them, so youIll need to actually clic! on a given resource to see if itIs really available.

Page 8! of 89
@ave you recently added a networ! hub8 Is the wor!station the first wor!station on a new hub, being stac!ed or chained to existing hub6s78 hen connecting hubs or switches with twisted pair 6=:<GE connector7 cabling, whether >J2aseT or >JJ2aseT, ma!e sure that you either connect to an V1V port 6uplin! port7, or use a special crossover cable. " crossover cable, unli!e a straight through cable, connects pins > and B on one end to D and F on the other end, and vice versa. 4ou must use a twisted pair for each for noise protection. If you do have an 1 or uplin! port, you normally see that it is connected to an adjacent port by a line or other symbol. 4ou can only use one or the other, since they are using the same physical circuitry, with the 1 port ma!ing the pair reversal. &ome people seem to thin! that hubs are bullet proof, but IIve seen as many bad hubs and bad ports on hubs as bad networ! adapters. @ubs also have a power transformer that needs to be plugged into a live outlet. Aost networ! adapters have one or more onboard L)5s to show the status of the lin! and networ! activity 6traffic7. If your documentation tells you that you have such a lin! light, is it lit8 (o lin! light indicates thereIs a actual brea! in your physical layer. -hec! the physical connectors at all points on your networ! in the failed path, and ma!e sure that you are within all of the limits for your physical layer in terms of number of wor!stations and distances. 0n a >J2aseT or >JJ2aseT networ!, swap the wor!station cable to another port on the hub and see if it wor!s. hile itIs possible the adapter or the next port or device to which itIs connected is bad or powered off, the problem is usually caused by the cable. ireless and I= adapters may fail simply due to the physical location 6blind spot7 or distance from the transceiver. 0ld coax networ!s can have the wrong or missing termination 6the most common, Thin )thernet, re%uires EJ 0hm terminators at segment ends7. @ave you cloned the software configuration from another wor!station on the networ! 6everything but the uni%ue portion of the I, address, assuming youIre set up for T-,#I,78 ItIs too easy to ma!e a mista!e with which protocol should be the default or with the spelling of a or!group, etc. "t an active wor!station, go through every option in the networ! setup and print screen every page and sub page that comes up. 9eep it around for future reference when you run into networ!ing problems with a similar wor!station. If this is the first wor!station on the networ!, or the second on a peer<to<peer, go with the defaults and ma!e use of the operating systemIs built in troubleshooter, at least in indows versions. 4our problem is most li!ely software configuration, which is far too in depth to address in the chart. hen in doubt, reboot. 5oes the 5evice Aanager see the networ! adapter and report no conflicts8 Try reinstalling the driver and rebooting. In indows, start by deleting the existing networ! device in 5evice Aanager. If indows still wonIt recognize the networ! adapter, it could be a conflict with another hardware adapter or it could be faulty. If the adapter is built<in, either on the motherboard or in a noteboo!, try restoring the defaults in -A0& &etup. ,roceed to the -onflict =esolution flowchart. @ave you tried a !nown good cable8 )ven if the lin! light is lit, it doesnIt mean your cable is capable of carrying networ! traffic. "n incredible number of techs ma!e these cables wrong out of sheer laziness or ignorance. 5onIt say, V2ut itIs a new cableXV $our conductors are actually used for normal implementations >J2aseT and >JJ2aseT, and the wiring is straight through, ><>, B<B, D<D, F<F. ,ins > and B and pins D and F must each use a twisted pair, or the longer runs will fail and shorter runs will act unpredictably. Kisually inspect connectors to ma!e sure they are solid and wired properly 6i.e. two shared pairs for ><B, D<F7. &%uint into the transparent connector and try to ta!e note of the color coding for pins >, B, D and F. Then go loo! at the other end of the cable and ma!e sure that the color coding is the same, "(5 that a pair 6i.e, blue, blue stripe7 is used for the pair > and B and the pair D and F. Ta!e the ,- 6just the system box which some people call the -,/7 to another wor!station location and swap it out with that ,-. If you get right on the networ!, that tells you that the physical lin! to the location where it failed is bad. That could be the patch cable, the in<wall wiring, or the port on the hub it connects to. If it doesnIt wor! at the new location, that tells you itIs either the networ! adapter or the software configuration. If itIs an add<in adapter and you have a spare, by all means try swapping it out, but the software settings are more often the culprit. Aa!e sure the driver is up<to<date and the correct version for the 0&, ma!e sure that you have cloned all the settings 6except the machine name or final I, address7 from a wor!ing machine, and try going through the 0& troubleshooting steps. "re your networ! access problems of a random or intermittent nature8 -hec! for loose connectors. ItIs very easy to install a =:<GE connector improperly or fail to crimp it tightly enough to hold to the cable such that it loosens up with just a minor physical movement. The problem might also be interference somewhere in the

Page 8" of 89
cable run. Aa!e sure itIs not draped over the bac! of a -=T or running directly over florescent lights or other noisy =$ emitters. 4ou could be experiencing software conflicts with other processes on the ,-. 4ou can try eliminating all tas!s except the minimal networ! configuration and do some large file movements to see if the hardware layer is solid. Aore li!ely itIs simply the loading of the networ!, a traffic jam, or youIre exceeding the number of simultaneous users supported by the hardware 6including wireless7 or the software. "re you using &hielded Twisted ,air 6&T,7 or any other cable type with a non<signaling shield8 (ote that this is not the usual case for twisted pair cabling. Aa!e sure that the shield is grounded at one end only, or you could end up with a ground loop and a constant lea!age current. If itIs not grounded at either end, it may act as an antenna to pic! up and disperse interference. "lso, ma!e sure that your cables, even when grounded, are intelligently routed. &tay away from transformers, high current junctions, heavy e%uipment that can induce lots of electrical noise, though itIs primarily the higher fre%uencies you need to worry about. "re you within the physical layer limits for your networ!8 This applies to both wired and wireless networ!s. 5onIt go by the number in the I))) standard, use the limit in the hub, switch or base station documentation. 2e aware that the distance limitations are based on a normal operating environment with the proper cabling or antennas installed. If your cables are made wrong, routed poorly, or are low %uality, the limits will be reduced. =erouting cables, adding repeaters 6amplifiers7 or eliminating sources of interference can increase the reach of your networ!. @ave you tried a different port on the hub8 ThereIs no rule that says hubs have to fail all at once, and even though a performance degradation of a single port is a rarity, itIs worth trying. It could also be that the cable end plugged into the hub wasnIt crimped on as tightly as it could have been, causing the performance of the lin! to be dependent on the exact position of the cable, an unacceptable situation. 5oes the problem, be it lost connections, slow performance or anything else, occur during periods when networ! traffic is high or a large number of users are logged on8 There are many reasons a networ! can bog down or have trouble in high traffic or high user count situations, including the natural limitations of the technologies being used. In general, if you are using a passive hub, you can greatly increase your networ! performance during high traffic periods by swapping the hub for an active switch. "lso, if you are running a hybrid L"(, with a mix of >J2aseT and >JJ2aseT adapters, you should upgrade them all to >JJ2aseT, providing the cable plant is all -at E, which it better beX Is the ,- fla!y when itIs not on the networ!8 If so, donIt waste any more time on networ! diagnostics, proceed to Aotherboard, -,/ and ="A failure and loo! for the symptoms the ,- is displaying. This isnIt a good test of software problems, since you run different applications and have different resource usage when youIre connected to the networ!. 4ou should always have a proven long bypass cable for testing, that you can run directly from the wor!station to the hub without going through walls, ceilings, etc. Aa!e sure you are within the distance limits for twisted pair, wireless and I=, and within the total number of active stations limit for wireless and I=. -hec! for physical cable damage. The sheathing on the -at E cables is thin and the inner conductors can be easily bro!en if the cable is stretched or crimped. 5oes a new networ! adapter fix the problem8 (ew ,-I networ! adapters cost less than M>J, so thereIs no reason not to try one. If youIre running a wireless networ! with noteboo!s and add on wireless adapters, borrow one from a good unit. If the new networ! adapter hasnIt fixed the problem and youIve gone through all the physical layer diagnostics to get here, itIs a software issue.

Diagnose and Troubleshoot Computer System Diagnosing and Troubleshooting Computer System Page 8# of 89
4ia)nose P! !ase Problems

The case is essentially a shell and not prone to causing operating problems. @owever, here are a few instances where the case may at the root of the problem. !(eck !lick on un"erline" items for furt(er information The power supply fan is failing and needs replacement. /sually the power supply is replaced, but some ,- cases have the power supply permanently installed. =eplace the case with one that has removable power supply. -hec! that it is securely plugged into the outlet and into the bac! of the ,-. -hec! that the outlet has power. -hec! for a second power switch near the power supply. The main power switch has failed and needs to be replaced. The power supply has failed and needs to be replaced. Aa!e sure that the case shell or cover is properly installed and secured. The power supply could be overheating, chec! that the fan is wor!ing. -hec! any secondary cooling fans for proper operation. The power supply could be failing. -lean out all dust and clear the air inta!es. Aa!e sure that the case shell or cover is properly installed and secured.
Sym#tom
It ma!es a s%uealing or other loud noise
(othing happens when I turn on the ,-
I hear a rattling sound
The ,- randomly shuts itself off
How 'o 4ia)nose P! Har"ware Problems

Diagnose and Troubleshoot Computer System Diagnosing and Troubleshooting Computer System e
Page 8$ of 89
/se the general diagnosis table below as a guide to finding the problem component. have separate diagnostic pages for each component of the ,-. Sym#tom !(eck !lick on un"erline" items for furt(er information
hen I turn it on... It ma!es no sound and there are no lights
-hec! the ,ower &upply -hec! the Aotherboard -hec! the -,/ =ead our 2eep -odes List -hec! the 9eyboard -hec! the Kideo -ard -hec! the Aemory -hec! the Aotherboard Aa!e sure the monitor has power -hec! the connection to the video card -hec! the Kideo -ard -hec! the @ard 5is! -hec! the Aemory -hec! the Aotherboard -hec! the -,/ -hec! the 9eyboard -hec! the Kideo -ard -hec! the Aemory -hec! the ,ower &upply -hec! the Aotherboard -hec! the -,/
hen I turn it on... It just beeps
hen I turn it on... It sounds normal but the screen is blan! hen I turn it on... It starts up but never loads the operating system hen I turn it on... It freezes 2)$0=) the operating system starts loading
hen I turn it on... It freezes @IL) the operating system is loading hile it is on... It ma!es a screeching or other loud noise
This is probably a software problem not covered in this hardware guide. If you are using indows, try booting into safe mode by holding down the V$HV !ey or in some cases the V-0(T=0LV !ey.
-hec! the ,ower &upply, -,/, -ase or other Internal $ans -hec! the -5<=0A -hec! the @ard 5is! -hec! the $loppy 5rive
-hec! the power features in the 2I0& -hec! the power features in the indows -ontrol TECHOLOGICAL FOUNDATION INSTITUTE It shuts itself off ,anelBAGO CITY -hec! the ,ower &upply NEGROS OCCIDENTAL -hec! that all fans are wor!ing -hec! for the accumulation of dust
hile it is on...
If the problem occurs in association with a specific hardware component, visit the diagnostic page for that particular part. Unit of Competency Diagnose and Troubleshoot Computer System &oftware Issues are not covered in this hardware guide. Module Title Diagnosing and Troubleshooting Computer System
Page 88 of 89
A#eratin) system "oes not start Lt(e lo)on screen "oes not a##ear
8eature: =ast >nown Goo" W(en to use it: hen you suspect that a change you made to your computer before restarting might be causing the failure. W(at it "oes: =estores the registry settings and drivers that were in effect the last time the computer started successfully. A5ailable on: indows 1, @ome )dition and indows 1, ,rofessional. 8eature: Safe o"e an" System Restore W(en to use it: If you used Last 9nown 3ood and your system is still not wor!ing. W(at it "oes: &tarts using only basic files and drivers 6mouse, except serial mice; monitor; !eyboard; mass storage; base video; default system services; and no networ! connections7. If you are able to start the system in &afe Aode, you can then use &ystem =estore to restore all system and application settings bac! to those that were in effect at at a time when your system was wor!ing optimally. A5ailable on: indows 1, @ome )dition and indows 1, ,rofessional. 8eature: Reco5ery !onsole W(en to use it: If using Last 9nown 3ood is unsuccessful, and you cannot start the computer in &afe Aode. This method is recommended only if you are an advanced user who can use basic commands to identify and locate problem drivers and files. To use the =ecovery -onsole, restart the computer with the installation -5 for the operating system in the -5 drive. hen prompted during text<mode setup, press = to start the =ecovery -onsole. W(at it "oes: $rom the =ecovery -onsole, you can access the drives on your computer. 4ou can then ma!e any of the following changes so that you can start your computer' )nable or disable device drivers or services. -opy files from the installation -5 for the operating system, or copy files from other removable media. $or example, you can copy an essential file that had been deleted. -reate a new boot sector and new master boot record 6A2=7. 4ou might need to do this if there are problems starting from the existing boot sector. A5ailable on: "ll versions of indows 1,. 8eature: Automate" System Reco5ery W(en to use it: "fter all other attempts at recovery fail, or if you have replaced a damaged system hard drive. 4ou must have previously used 2ac!up to create an "utomated &ystem =ecovery set. W(at it "oes: "utomated &ystem =ecovery restores all dis! signatures, volumes, and partitions on the dis!s re%uired to start the computer. "utomated &ystem =ecovery then installs a simplified installation of indows and automatically starts a restoration using the bac!up created by the "utomated &ystem =ecovery wizard.

Diagnose and Troubleshoot Computer System Diagnosing and Troubleshooting Computer System Page 89 of 89
A5ailable on: indows 1, ,rofessional. "utomated &ystem =ecovery is not available on indows 1, @ome )dition. 8eature: Win"ows %nstallation com#act "isc W(en to use it: hen you cannot start the computer in &afe Aode, neither Last 9nown 3ood nor =ecovery -onsole has been successful, and you have no bac!up to use with "utomated &ystem =ecovery. W(at it "oes: =einstalls the operating system. 4ou will then need to reinstall your applications and restore your data files from bac!ups. A5ailable on: "ll versions of indows 1,.

II - Diagnose and Troubleshoot Computer Systems

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Unit of Competency Module Title

Work systematically The computer parts are connected together

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Unit of Competency Module Title

Basic Sources of Problems:

Sym#toms an" Possible !ures

A.+ !om#uter "oes not turn on an" a##ears com#letely "ea".

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Unit of Competency Module Title

A., '(ere is a smell of smoke.

A.3 Error Rea"in) 4ri5e

A.6 Ba" comman" or file name

A.7 Boot 8ailure

A.9 4ri5e makes noise or "oesn2t run #ro#erly

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Unit of Competency Module Title

A.: !annot format a - ; inc( "ri5e for +.33 b

!.+ '(e com#uter seems to be workin)0 but t(e screen is blank.

!., !om#uter boots0 but "is#lays .<unk/ on t(e screen

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Unit of Competency Module Title

!.3 '(e 5i"eo "is#lay fa"es an" bri)(tens0 or is wa5y.

!.6 %ma)e on t(e screen is not strai)(t across t(e screen

E. 'roubles(ootin) t(e E.+ Parity Errors

,arity errors indicate that a memory chip is bad.

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Unit of Competency Module Title

8. 'roubles(ootin) t(e %nternal

8.+ !annot call out or recei5e calls.

G. 'roubles(ootin) t(e Serial@PS,

G.+ Serial @PS, mouse "oes not res#on"

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Unit of Competency Module Title

H. 'roubles(ootin) t(e Printer H.+ Printer will not #rint

!om#uter PAS' @ bee# co"es

'(e ste#s of a PAS'

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Unit of Competency Module Title

A % B%AS bee# co"es

AWAR4 B%AS bee# co"es

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Unit of Competency Module Title

B%AS bee# co"es

P(oenix B%AS bee# co"es

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Unit of Competency Module Title

'(e P! Boot Process

,ower supply switched on.

The microprocessor timer chip receives the ,ower 3ood signal.

The -,/ starts executing the =0A 2I0& code.

The =0A 2I0& chec!s to see if this is a Icold<startI or a Iwarm<startI

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Unit of Competency Module Title

Page 1! of 89 than >BDGh indicates that this is a cold<start.

ith a valid A2= loaded into memory the 2I0& transfers

The process of installing multiple operating systems on a single ,- usually involves

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Unit of Competency Module Title

I0.&4& reads -0($I3.&4& 6if present7.

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