Some early computers used a process called bootstrapping which means to start ones self with their own efforts. This involves loading a small amount of code, which was then used to progressively load more complex code until the machine was ready for use. This has lead to the term 'booting', referring to the process of starting up a computer.

1st Stage: Power On
The very first thing that is displayed on the screen once the system receives power is the company logo. The logo is designed to simplify the process of booting up. On average, this screen will last about 3 seconds before the POST test is performed.

NOTE: For advanced users, if you press the <TAB>, <ESC>, or <CTRL> key during this stage it will display POST test data. What key you press depends on the motherboard and there is no list of which to try with each model.

2nd Stage: The Power-On Self-Test (POST)
When a computer is first turned on, the BIOS runs a Power-On Self Test (POST) to verify that the hardware currently connected is working properly. There are four vital components that must be present and working for the system to post: motherboard, display adapter, memory, and processor. Components different than those mentioned above can be removed from the system for troubleshooting purposes. The first internal devices we would remove would be the modem and any 3rd party devices.

If errors are encountered during this POST test, they are usually displayed via an audible beep code or as an error number flashed across the screen. These contain messages about the nature of the problem which has been detected.

3rd Stage: Boot the Operating System
Once POST has verified that everything on its checklist is working correctly, it hands control over to the master boot record. The master boot record then executes a small line of code commonly referred to as a “bootstrap loader” from which the operating system begins to load. It is during this time that the Windows logo is on the screen.

4th Stage: Ready to Use
This stage marks the end of the loading process. Finally, when everything is loaded, the hourglass is not on the screen, and the computer is ready for use—the START button appears on the screen.

Components Involved in the Boot Process

The Basic Input Output System (BIOS)

The BIOS is firmware because it is software that is stored on a chip such as EEPROM or flash memory. It has a number of different roles, one of them being to load the operating system. When you turn on your computer and the microprocessor tries to execute its first instruction, it has to get that instruction from somewhere. It cannot get it from the operating system because the operating system is located on a hard disk, and the microprocessor cannot get to it without some instructions that tell it how. The BIOS provides those instructions.

Some of the other common tasks that the BIOS performs include:
• A power-on self-test (POST) for all of the different hardware components in the system to make sure everything is working properly.
• Activating other BIOS chips on different cards installed in the computer - For example, SCSI and graphics cards often have their own BIOS chips.
• Providing a set of low-level routines that the operating system uses to interface to different hardware devices. These routines give the BIOS its name and they manage things like the keyboard, screen, and the serial and parallel ports, especially when the computer is booting.
• Managing a collection of settings for the hard disks, clock, etc.

The BIOS is firmware that interfaces the major hardware components of your computer with the operating system.

The Complimentary Metal Oxide Semiconductor (CMOS)

CMOS circuits were invented in 1963 as a type of RAM memory that can store up to 64 bytes of data. Although memory technology has improved exponentially since that time, motherboard manufacturers still prefer these chips over other types of memory due to low power consumption. The average CMOS battery will last up to 10 years.

Settings that are modified in BIOS are then saved in the CMOS chip on the motherboard. That is the reason why removing the CMOS battery can be an effective way to undo or reset any undesirable changes that have been made by BIOS (such as a forgotten password.)

Remember that CMOS is hardware and BIOS is firmware; they are not the same component, but they rely on each other to work properly.

The Master Boot Record (MBR)

The BIOS reads and executes the first physical sector of the device it is trying to boot from. This first sector on a hard disk is called the Master Boot Record. There is a small program at the beginning of the first sector on the hard disk. The partition information, or partition table, is stored at the end of that sector. When this program gains control, it is powerful enough to load the actual OS and hand control over to it.

Sometimes the Master Boot Record can become corrupted. In this situation, it is a good idea to use the FDISK /MBR command to completely erase any kind of corruption (or even an MBR virus) that exists in the first sector of the hard disk.

The Operating System (OS)

At the simplest level, an operating system does two things. First, it manages the hardware and software resources of the computer system. These resources include such things as the processor, memory, disk space, etc. Second, it provides a stable, consistent way for applications to deal with the hardware without having to know all the details of the hardware.

BIOS Version Overview

Award vs. Phoenix vs. AMI
Award, Phoenix, and American Megatrends Incorporated are separate PC BIOS venders. They design the versions of BIOS used on eMachines motherboards. Different brands/versions of BIOS have their own look and feel, but nonetheless each one has the very same purpose in mind.

Familiarize yourself with the layout, design, and color scheme used by these different versions. You can use that information to your advantage when trying to determine which version of BIOS the customer is using over the phone.

POST Beep Codes
Every time a PC is turned on, it will beep. One beep is good! It means that everything is working fine and the POST test was successful. Any more than one beep would indicate a problem. These beeps are usually a sequential combination of short or long beeps, much like Morse code.

An example beep code might be 1-3-3-1 (one beep, pause, three beeps, pause, three beeps, pause, one beep—repeat) This would indicate a problem with the memory, which can usually be resolved simply by reseating the memory.

Beep codes will vary between different versions of BIOS. You can use eMacInfo2 to search for these.

Identifying a No Power Situation

A no power situation is indicated by the absence of light and sound from the tower. Usually it is because the computer isn’t plugged in properly, but sometimes it can also be due to a peripheral device that is installed on the motherboard. (e.g. A modem that had been damaged by lightning via the telephone wire during a thunderstorm). There are other common possible problems such as, power supply failure, bad power cord and bad motherboard.

Identifying a No Video Situation

In this case lights are blinking on the tower, the fans are moving, but there is absolutely nothing being displayed on the monitor. This is usually accompanied by a series of beeps from the tower indicating an error during POST. Usually this is a problem with the monitor or its connection. Keep in mind however, it is possible for the tower to have the problem as well

Identifying a No POST Situation
This time lights are blinking, fans are moving, there is a picture on the monitor, but the system has an error message on the screen indicating that the POST test has failed or the system is beeping repetitively. A “Keyboard error. No keyboard present.” error message on the screen obviously indicates a problem with the keyboard; POST will not continue until this is fixed.

A beep code of 1-3-3-1 indicates a problem with the RAM. In most cases, reseating the memory is enough, but in extreme cases the RAM may need to be replaced via EURP.

Identifying a No Boot Situation
This type of problem happens right as the Windows logo is on the screen. A no boot scenario indicates that lights are blinking, fans are moving, there is a display on the monitor, and the POST test cleared just fine—but for some reason you can’t get into Windows. There is a wide range of error messages that will stop the system from booting. The best method would be to look up the error and troubleshoot it accordingly.

Accessing BIOS and Making Changes to it

How to Get Into BIOS

The easiest way to have a customer do this over the phone is by asking them to:

1. Turn off their computer.
2. Have the customer locate the <DELETE> or <DEL> as it appears on some keyboards. The <DELETE> and <BACKSPACE> keys are not the same.
3. Proceed by holding down <DELETE> on the keyboard while turning the system on.
4. If you continue holding the key, BIOS will appear on the screen.
    a. If it does not, try the same steps by tapping the key rather than just holding the key down.

Note: Intel Seabreeze motherboards use the <F2> key. Asus A7V8X-LA motherboards use the <F1> key.

Phoenix AwardBIOS

The most prominent aspect of this design is its contrasting color scheme: red, yellow, blue. Also note how this version of BIOS displays the title, “Phoenix – AwardBIOS CMOS Setup Utility” directly across the very top center of the screen. Another way to identify this BIOS other than color is the menus are listed vertically and split into two sections.

(Fig. 1-1 A Phoenix-AwardBIOS screenshot. This version of BIOS is the most common.)

There is no mouse cursor here. All navigation must be via the arrow keys on the keyboard.

PhoenixBIOS

The color scheme used in this design is typically described as teal, silver, and blue. This version of BIOS displays the title, “PhoenixBIOS Setup Utility” directly across the very top center of the screen. A way to recognize this BIOS version is the menu is across the top.

(Fig. 1-2 A PhoenixBIOS screenshot. This version of BIOS is the next most common.)

There is no mouse cursor here. All navigation must be via the arrow keys on the keyboard.

AwardBIOS

This color scheme is similar to the Phoenix AwardBIOS design: blue, white, yellow and some red. This version of BIOS displays the title, “CMOS SETUP UTILITY AWARD SOFTWARE, INC.” directly across the very top center of the screen. A main factor that makes this BIOS different than other versions is it does not have any listing for “Advanced (then field)”.

(Fig. 1-3 An AwardBIOS screenshot. This version of BIOS is not common.)

There is no mouse cursor here. All navigation must be via the arrow keys on the keyboard.

AMI BIOS

Finally, the least common version of BIOS but also the most unique, AMI BIOS. This design actually emulated a Windows type of style that even included a mouse cursor.

(Fig. 1-4 An AMI BIOS screenshot. This version of BIOS is not common.)

There is a mouse cursor here. It is actually easier to use than the keyboard.

Boot Priority

Boot priority tells BIOS where to look first for the master boot record. Remember that the master boot record points to the operating system to boot to. It can be saved on a hard drive, a floppy disk, or even a CD--which is how the Restore CDs work. If the order of boot devices gets rearranged, it could cause problems. Resetting BIOS defaults can fix this, but it is good to know how to manually change the settings on your own.

(Fig. 1-5 Phoenix-AwardBIOS – Advanced BIOS Features – Boot Priority)

Resetting BIOS Defaults

Resetting BIOS defaults will undo any changes that have been made to BIOS and set them back to the factory default settings. While the step-by-step procedure is unique to each version of BIOS.

You may need the customer to read the screen to you, but the way it is phrased is usually very similar. (eg. “Load Setup Defaults”, “Load Fail-Safe Defaults”, “Load Optimized Defaults”, etc.)

Remember there are BIOS screenshots in eMacInfo2 designed to help you guide a customer through this process over the phone. Be sure that you understand how to find these.

Sometimes the customer isn’t able to access the BIOS because that is part of the problem. One example of that scenario might be that there is no display on the monitor, or the BIOS has an administrative password set which was forgotten by the customer. In this case, you will actually have to get inside the computer to reset BIOS defaults.

Removing the CMOS Battery CMOS requires a very low amount of power in order to remember the settings for BIOS. It accomplishes this via the CMOS battery on the motherboard. So, by removing the battery, you are effectively undoing any changes that have been made. Removing the CMOS Jumper On some motherboards, there is also a jumper relatively close to the CMOS battery, which can be used to reset BIOS defaults. A jumper is a plastic clip that covers a pair of pins allowing a connection to be made. Changing the pins the jumper covers will change the different options. Consult the motherboard manual to find out which jumper needs to be changed. A jumper will connect 2 out of 3 pins. Removing the jumper then placing it over the other 2 pins then powering then system on then off again and replacing the jumper back to its original position will erase any BIOS settings.

Upgrading to a New Version of BIOS

The technical term for updating to a new version of BIOS, because of the type of memory that BIOS is saved to, is known as “Flashing BIOS”. Although new versions of BIOS are rare to find and even rarely approved, there are a few eMachines-approved BIOS flash updates in existence. You can download them online from http://www.emachines.com/.

Due to the nature of the BIOS flash process, BIOS updates must be approved before they are installed. There is some potential that a mistake during the update could render the motherboard useless. This also voids the product warranty—eMachines is not responsible for customers who choose to install third-party BIOS flash updates on their own.

Note: As a general rule of thumb, if there is a BIOS flash update, it will be posted on emachines.com. Otherwise there are none which have been approved for consumer use.

Identifying Problems With the Operating System

There are a variety of reasons why the operating system may have trouble loading that are not related to BIOS. Many of these have to do with Windows compatibility issues—primarily software, drivers, and various third-party hardware accessories (eg. Printers, scanners, digital cameras, etc.)

The Restore CDs were designed as a last resort method of fixing these issues, but we avoid it at all costs. In many cases, there are options on the Windows Advanced Options menu which allow us to access and repair the operating system when we would otherwise normally have not been able to.

The Windows Advanced Options Menu

The Windows Advanced Options menu was built into all versions of Windows and what options you have depend on the operating system. We can access the menu during the boot process before the Windows logo even appears on the screen. To do so, simply tap the <F8> key repeatedly as the system is booting. You only have a 30-second window of opportunity so you must be quick about it.

(Fig. 1-6 The Windows Advanced Options menu)

Once the menu appears on the screen, the user has a variety of options to choose from. The most useful options from a troubleshooting standpoint are “Safe Mode”, “Enable VGA Mode”, “Safe Mode with Command Prompt” and “Last Known Good Configuration”. We will discuss these options in detail.

Safe Mode
This option uses a minimal set of device drivers and services to start Windows. It is an excellent method of getting around malicious startup applications and corrupt drivers.

Always try Safe-Mode when things aren't working in Normal mode. From Safe Mode, you have administrator access to the system. Via the START button, you can run any repair tool you like in order to fix the system.

One popular example might be when the computer consistently freezes when the customer tries to click on START. Because the system is frozen, you can’t click on START, so you need to restart the computer tapping <F8> in order to boot into Safe Mode. From there, you can clear TSRs using MSCONFIG. After the computer is restarted, the system will usually run much faster than before the customer called.

Safe Mode with Command Prompt
This option does the same thing as safe mode however it boots straight to a command line. The only time we use this option is when we are trying to boot straight into the system restore utility. At the command prompt you would type %systemroot%\system32\restore\rstrui.exe and press the enter key.

Enable VGA Mode
This option starts Windows in 640 x 480 mode, using the current video driver. This mode is useful particularly for older monitors, which cannot display the default 800 x 600 setting Windows XP is configured for. One thing special to note about this option is if you boot with it once and are able to get into Windows with an undistorted screen then you should instruct the customer to go into the display properties and adjust the color settings to keep the current settings. If you do not take this step when they restart they will have the same problem again. You always try this option when the display is distorted in Windows, but not in BIOS.

Last Known Good Configuration
This option starts Windows by loading the hardware profile from the last time it successfully loaded the operating system. This option is something we try frequently as it’s a quick two-minute step.

When All Else Fails
If none of the Windows Advanced Options work, you still have a few more options you can try by using the Restore CDs. For example, booting to a command prompt and executing an FDISK /MBR command to erase any corruption in the master boot record has been known to fix booting issues. Unfortunately not all systems come with FDISK on the restore CD, but it is always worth a try if the software is there. Do not expect it to be on every possible system.

For some specific issues such as UNMOUNTABLE_BOOT_VOLUME, the Recovery Console CD is necessary to fix the operating system without erasing user data. But if nothing else works, then it is time to run a Full System Restore using the Restore CDs.

What are Startup Applications?

Most people know that the more programs you have running on your computer at once, the more likely it is that your computer will either run slowly or even crash. What most people don't know is that every time you boot your computer there is a list of programs, called startup applications, that load on your computer. Many times customers do not understand what these are because they are they are displayed as icons in the bottom right hand corner. Some of these programs are essential, but most aren't. Turning off some of these programs can significantly increase your computer's performance and reliability.

Generally, startup applications can be broken into five sub-categories:

Utilities
Applications that have to startup in order to be useful. This would be anti-virus, firewalls and system maintenance software.

Helper Applications
Applications that lend to the functionality of the computer but, do not necessarily need to start every time the computer starts. These would be sound trays, print trays, Quicktime and Real Player.

Novelty Applications
Applications that do not lend anything to the proper operation of the computer. Instant messengers are the most common of these types of applications.

Junkware
The main thing that differentiates junkware from novelty is that it aggressively tries to install itself on your computer. Examples would be Weather Cast, WeatherBug and Bonzai Buddy. Another important factor of junkware is that it typically contains spyware.

Spyware
Programs that are used by internet companies to track, record, and regularly report statistics and personal information about you to statistical analysts who pay for that information. These programs try to hide from you as long as possible.

Spyware can be an illegal type of software in most circumstances it was installed legitimately without the customer ever having realized they agreed to its installation. However there are certain issues that a privacy oriented user may object to and therefore prefer not to use the product.

Adware
Programs that are designed to pop up advertisements on the screen in order to make money every time you click on them. While legitimate adware companies will disclose the nature of data that is collected, there is almost no way for the user to actually control that. This kind of software along with spyware has recently been causing a lot of problems and generating a lot of calls for the call center. Customers commonly do not understand what piece of software they’ve installed that is causing all these banners to pop up and therefore call us to have them removed.

Malware
Malware is not a virus. It is typically installed for the purposes of taking over your computer. It is broken down into three sub-categories.

• Homepage Hijackers constantly change your homepage to one of their websites.
• Search Page Redirects exploit the setting when you type an incorrect address to refer you to their website.
• Dialer software disables your default dial-up Internet connection. Then it installs a dialer to connect to a toll number.

Virus
All of the above software listed exploit legal loopholes while a virus is illegal in nature. While there are several virus variations you can summarize them as programs capable of causing great harm to files or other programs on the same computer and usually reproducing themselves.

Managing Startup Applications

All five categories of startup applications have the potential to create problems for the operating system. No matter what kind of computer you buy or what type of program is starting up, too many of them at once will freeze the system. This is a well-known fact in the technical support world and that is why it is so important to learn how to manage them.

Windows does not depend on startup applications to run properly. You can theoretically remove as many as you want and you will still be able to click on START without them. The only reason why someone would want startup items is if they understand what it is. As a general rule of thumb, it is safe to say that if the customer does not understand what a startup application is then they don’t need any.

However, there are some startup applications that were installed by eMachines, which we would like to remind the customers to look for. Some examples are BigFix, Anti-Virus, Keyboard drivers, etc. You can manage these programs using MSCONFIG.

In general a lot of the more malicious programs will not locate themselves in startup and therefore are not as easy to remove. There is a specific series of steps to try when programs are being difficult to remove from starting up:

• Boot to safe mode
• Clear startup applications
• Disable 3rd party browser extensions from Internet Options
• Boot to normal mode
• Suggest the customer do a search in their favorite search engine for Spyware removal.

Boot Process Conclusion

From start to finish, you should now have some insight into what is happening behind the scenes. When the customer is seeing the eMachines logo, you know the system is running the POST test. When the customer is seeing the Windows logo, you know the operating system is booting. You should also understand how to use BIOS and the Windows Advanced Options menu to troubleshoot problems during the boot process.