Miscellaneous Notes:
If you ever find a system with no dates to rollback to, it is because scanreg has been taken out of startup.

Walkthrough Availability:
There is a walkthrough of this utility in eMacInfo2 under Troubleshooting → Windows XP troubleshooting tool emulators. EmacID#70106

System Restore

It is a utility designed to keep track of major changes within the OS such as drivers, registry keys, and “Interesting Operations”. Interesting operations are those operations performed by a program that may be modifying a system file or in general creation, deletion, modification of registry keys. System restore makes backups and keeps track of modification of files, so that it can undo them at a later time.

OS availability: Windows ME and Windows XP

When to use it?
Customer installs a program and the system no longer boots to normal windows. We boot to safe mode and do the system restore to before the problem began. The system will now boot to normal windows.

Command Usage
System restore can be done from both normal mode and safe mode. For Windows XP it can also be run from safe mode command prompt only. Should the restore be run from normal mode, and only normal not safe mode, an option to undo the restoration process will become available. This feature is there in case system restore has unwanted and adverse side-effects. System restore uses a wizard like interface where you are given a calendar and select a date before the problem began.

Windows ME and XP:
• Click on Start → Programs → Accessories → System Tools → System Restore → Restore my Computer to an Earlier time → choose a bolded date on the calendar before the problem began → Next → Next → it will restart and the restore will be complete
• Click on Start → RUN → type in msconfig → Select Launch System Restore → follow the steps outlined above starting with choose a bolded date.
• It can be run from safe mode in either of the two above ways.

Windows XP only:

• Restart the computer and tap F8 while rebooting → Select the option to boot to Safe Mode Command Prompt only → press Enter to choose Microsoft Windows XP home edition → select Administrator for the user name → at the prompt type in %systemroot%\system32\restore\rstrui.exe → choose a bolded date on the calendar before the problem began → Next → Next → it will restart and the restore will be complete
• When entering safe mode select the Administrator user → select NO and this will put you straight into System restore.

Miscellaneous Notes:
A few things to note is that in the example above the program would no longer show up in Add/remove programs because the registry was restored to before it was installed. The files for the program will still be on the hard drive and any files the customer may have modified such as text documents would not have been changed. Manual restore points can be created through the system restore interface.

Walkthrough Availability:
There is a walkthrough of this utility under Troubleshooting → Windows XP troubleshooting tool emulators. EmacID#70106.

Disk Cleanup

It is designed to free up space on the hard drive. For all operating systems it will delete temporary internet files, downloaded program files and empties the Recycle Bin. For Windows ME and XP it allows you the option to delete old system restore

OS availability: Windows 98, ME, and XP

When to use it?
Anytime a customer is getting an error about low disk space it is suggested you run Disk Cleanup.

Command Usage
It is run the same way between all operating systems
Click on Start → Programs → Accessories → System Tools → Disk Cleanup → check the options you wish to do → click OK.

If in Windows ME and XP, you wish to delete all but the latest restore points, open Disk Cleanup with the above steps then → Select More options → Under the System restore category select Clean up → then click OK. This will delete the old restore points as well.

Miscellaneous Notes:
Disk cleanup is less of a troubleshooting tool and more of a system maintenance tool. Anytime a customer is wishing to free up space or is getting an error about low disk space refer them to Disk Cleanup. Occasionally Disk Cleanup will not run if all the options are selected. When this happens try running Disk Cleanup with only one option checked at a time.

Walkthrough Availability:
There is a walkthrough of this utility under Troubleshooting → Windows XP troubleshooting tool emulators. EmacID#70106

CHKDSK / Scandisk

The reason these utilities are grouped together is they perform the same function, which is scanning the file system for errors and correcting them. Both also include a thorough option that will scan the entire hard drive for physical errors.

OS availability:
CHKDSK is available in Windows XP and Scandisk is available in Windows 98 and Windows ME

When to use it?
There are a few different situations in which you would use these utilities. If the hard drive is making any unusually loud sounds and the system seems to be running slow. Using either utility with the thorough option will help you determine if the hard drive has failed. If the customer is trying to defragment the drive and it says there are errors in the file system. In any situation where the computer has shut down incorrectly and is no longer operating properly.

Command Usage
Windows 98 and ME:
• Start → Programs → Accessories → System tools → Scandisk → choose the drive you want to scan → choose whether or not you want a thorough scan → Click OK
→ Scandisk can be run from safe mode

Windows XP:
CHKDSK cannot be run within Windows to fix problems. It must restart the computer and run on startup in order to fix a problem. Below in the instructions on how to run it if you remove the switch /f it will simply run and tell you if errors exist or not and will not fix it or require a restart.

• Start → Run → CMD → type in chkdsk /f → It will say in order to run must restart → in the middle of restarting it will run → fix problems then continue restarting → once back within Windows it is done

• Start → My Computer → right click the drive you wish to check → select properties → select the Tools tab → Check now under Error checking → choose one or both options → click OK → it will then need to be restarted → once it restarts it will run

Miscellaneous Notes:
The thorough option within 98 and ME and the Scan for and attempt recovery of bad sectors in XP all take hours depending on the system. Minimum time that can be expected for it to run is slightly over an hour.

Walkthrough Availability:
There is a walkthrough of these utilities under Troubleshooting →  Very bottom Windows XP troubleshooting tool emulators. EmacID#70106

Disk Defragmenter

As your computer uses and modifies files it will split some files up into parts. By splitting them it is more efficient with space utilization on your hard drive however if it begins splitting files into to many parts it takes your computer longer to reassemble those parts into a usable file slowing your system down. Disk Defragmenter goes through and reassembles all the files on your hard drive in one contiguous block.

OS availability: Windows 98, ME and XP

When to use it?
When a customer complains that opening their files is extremely slow. If they are getting low disk space. In general this should be used on a monthly basis for system maintenance.

Command Usage
It can be run from both safe mode and normal mode. Often times its better to run it from safe mode as there will not be other applications accessing information on the hard drive while Disk Defragmenter is also accessing it.

Start → Programs → Accessories → System Tools → Disk Defragmenter → choose the drive you wish to defragment → click OK and the process will begin and finish automatically

Miscellaneous Notes:
XP has the option to Analyze, which will take about 2-3 minutes, and tell you if you should defragment a given drive. The defragment process on all systems normally takes a few hours and possibly ten hours on a system that is heavily fragmented or has a large hard drive.

Walkthrough Availability:

There is a walkthrough of this utility under Troubleshooting → Windows XP troubleshooting tool emulators. EmacID#70106

MSCONFIG

It is a utility designed to help you configure your system. The main reason it is used is to remove items from startup. Startup applications can cause a lot of problems and MSCONFIG is used to remove them from running immediately following the startup process. For Windows XP there is also a services tab available that is for system startup items that should always be enabled.

OS availability: Windows 98, ME, and XP

When to use it?
This is commonly called a “blanket” troubleshooting step. It is not a guaranteed fix however it is a lot like tuning up your car in that it is not going to make matters worse. If something is removed from startup that shouldn’t have been, the option always exists to simply go back into MSCONFIG and re-enable it.

Command Usage
This command can be run from both safe mode and normal mode.

Windows 98, ME, XP:
Start → Run → type in msconfig → select the startup tab → remove unwanted items.

Windows XP only:
You may also select the Services tab → select Hide All Microsoft Services → remove unwanted items.

Miscellaneous Notes:
Services are different from startup items because services are required for the operating system to function properly. Most services are not listed in startup so they are not disabled on accident causing Windows to no longer load properly. The only time a service should be disabled is when following an article in eMacInfo2.

The client has specifically requested that anti-virus software and BigFix remain in startup AT ALL TIMES. If troubleshooting requires disabling anti-virus software or BigFix, remove them from startup temporarily. Perform the troubleshooting steps and always re-enable the anti-virus software and BigFix prior to ending the call.

Walkthrough Availability:

There is a walkthrough of this utility under Troubleshooting → Windows XP troubleshooting tool emulators. EmacID#70106

System File Checker (SFC)

It checks system files for corruption and if it detects that a system file has become corrupted it will either automatically reinstall a fresh copy of the file, or prompt, the file to be replaced. Windows XP has backups of all Windows files in the c:\windows\i386 directory.

OS availability: Windows 98 and XP

When to use it?
System file checker is an option that does not always have a specific symptom you will run it for. Common uses are random lockups, unstable applications, random reboots, and in general situations where we cannot determine a specific problem. Try all possible options on the phone. If we cannot determine if the issue was corrected have the customer start system file checker. System file checker can take between ten to fifteen minutes to run. Set the customers expectations correctly and have them call back in if the problem persists.

Command Usage

Windows 98:
Start → Run à type in sfc → click the Start button → if there is a problem with a file it will state so and in most circumstances replace it automatically. In a situation where a replacement file cannot be found point it to c:\windows\options\cabs

Windows XP:
Start → Run → type in sfc /scannow → this will automatically start the process and if it asks for a file point it to c:\windows\i386

Miscellaneous Notes:
Remember that SFC is for situations we want to try everything we can before ending a call. We start the customer on the process with a warning that it will take between ten to fifteen minutes and if the problem occurs again to call us back.

Walkthrough Availability: There is not a walkthrough currently available for this utility.

Driver Rollback

It allows you to rollback to the last previously working installed driver.

OS availability: Windows XP

When to use it?
Any situation where a working driver was installed and then some sort of update occurred which changed the driver to a newer version causing problems with the system. Driver rollback would allow us to revert to the previously installed driver. Windows updates have caused us to use this utility.

Command Usage
If there is not a previously installed driver when you select rollback driver it will give you an error stating there is not a driver backup.

Start → right click my computer → Properties → Hardware tab → Device manager → click the plus in front of the category of driver → double click the driver name → Driver tab → Rollback Driver → Yes to confirm driver rollback The rollback is now complete.

Miscellaneous Notes:
It only stores one previously installed working driver. If the driver was updated multiple times it would only store the last working one.

Walkthrough Availability:
There is a walkthrough of this utility under Troubleshooting → Windows XP troubleshooting tool emulators. EmacID#70106

Sigverif

Sigverif creates a list of drivers that are signed and unsigned. If the drivers are unsigned it will generate a message stating that unsigned drivers have been found on the system. If there are no unsigned drivers it will simply run and state the fact that no drivers were found to be unsigned.

OS availability: Windows XP

When to use it?
We use this in situations where the customer has added 3rd party hardware before the problem began. It takes about two to three minutes to run and it checks to see if there are unsigned drivers.

Command Usage
Start → Run → type in sigverif → click the Start button → it runs automatically and when done closes out.

Miscellaneous Notes:
If there are unsigned drivers found on the system we ask that the customer remove the 3rd party hardware and contact the maker of each of the devices for updated drivers.

Walkthrough Availability: There is not a walkthrough currently available for this utility.

Desktop Cleanup Wizard

The Desktop Cleanup wizard moves unused Icons into a folder on the desktop called Unused Desktop Icons

OS availability: Windows XP

When to use it?
Runs automatically when an icon hasn’t been used for an extensive period of time

Command Usage
Right click the background → select Properties → Desktop tab → Customize Desktop → Clean Desktop now.

Walkthrough Availability: There is not a walkthrough currently available for this utility.

Windows File Protection

Windows file protection is a built in function of the OS that protects a file’s integrity to maintain system stability. It blocks and undoes changes that it believes are detrimental to the OS.

OS availability: Windows ME and XP

When to use it?
Commonly comes into play when replacing the winsock.dll file, but can be used anytime you suspect system files have been corrupted.

Command Usage
Built in and runs automatically. You can prompt an entire scan of the system by going to
Start → Run → sfc /scannow

Miscellaneous Notes:
Windows file protection will stop most old applications from running. Commonly older applications have older dll file versions. If a program is installed that changes a Windows protected dll, Windows will let the change happen; however it will undo that change within 30 seconds. If an application needs a specific version of a dll that it is trying to install then that application will not work on the system.

Walkthrough Availability: There is not a walkthrough currently available for this utility.

MSINFO32

This utility is designed to allow you to view all the system information. It displays all relevant information on the system. It can display memory, hard drive capacity and currently filled space, version of the OS.

OS availability: Windows 98, ME, and XP

When to use it?
Anytime a customer is wishing to know the specifications of their system. If the customer believes the specification stated on the box are incorrect, run Msinfo32 and verify the system specifications with the customer.

Command Usage
It can be run from normal and safe mode.

Start → Run → MSINFO32

Miscellaneous Notes:
Each OS has different options listed on the Tools menu.

Windows 98:
· Internet Explorer Repair Utility: Can only be done if they have upgraded to Internet Explorer (IE) 5.5 or later. Provides the option of trying to repair IE without having to run a restore
• DirectX Diagnostic Tool: Will bring you into DirectX options and allow you to view how much video memory is available
• Windows Report Tool: Not used
• Update Wizard Uninstall: Can allow you to uninstall windows updates
• System File Check: Opens SFC
• Signature Verification Tool: NOT USED
• Registry Checker: Does a scan of your registry for errors and can make a backup
• Automatic Skip Driver Agent: Not Used
• Dr Watson: Not used
• System Configuration Utility: Opens MSCONFIG
• Scandisk: Opens Scandisk
• Version Conflict Manager: Not Used:

Windows ME:
• WMI Control: Not used
• System restore: Opens the system restore utility
• Network Diagnostics: A networking diagnostic utility that can be used to troubleshoot simple network problems
• DirectX Diagnostics: Will bring you into DirectX options and allow you to view how much video memory is available
• Update Wizard Uninstall: Can allow you to uninstall windows updates
• Signature Verification Tool: Not used
• Registry Checker: Does a scan of your registry for errors and can make a backup
• Automatic Skip Driver Agent: Not Used
• Dr Watson: Not used
• System Configuration Utility: Opens MSCONFIG
• Scandisk: Opens Scandisk

Windows XP:
• Net Diagnostics: A networking diagnostic utility that can be used to troubleshoot simple network problems
• System Restore: Opens the system restore utility
• File Signature Verification Utility: Allows you to check your system for signed and unsigned drivers
• DirectX Diagnostic Tool: Will bring you into DirectX options and allow you to view how much video memory is available
• Dr Watson: Not used

Walkthrough Availability:
There is a walkthrough of this utility under Troubleshooting à Windows XP troubleshooting tool emulators. EmacID#70106

Reinstalling Internet Explorer

Reinstalling IE attempts to fix any problems with the files that IE uses. It does this by expanding original copies of those files from the c:\windows\i386 directory, replacing the existing files with the original copies. If there is file corruption specifically with IE files this will resolve the issue.

Repairing IE has the same goal as reinstalling it however it does it in a different fashion. With IE 5.5 and later, IE has an option to repair its own files.

OS availability: Windows XP and depends on the version of Internet Explorer

When to use it?
Situations where we might reinstall IE are based largely on if IE isn’t working in any way. If the program won’t open, cannot view web pages but can connect to the Internet, and unable to access secured websites are all reasons why you would reinstall IE.

Command Usage
The time it takes to do this process is completely dependant on the customer. The reinstallation can take up to two minutes

Windows XP:
Start → Run → type in inf → click the OK button → locate the file named IE.inf or IE → right click the file → select Install → when prompted for a location have them type in the box c:\windows\i386 → click the OK button to complete the reinstallation process

Miscellaneous Notes:

IE 5.5 and later:
Check for Internet Explorer 5.5 or greater in Add/remove programs. If IE 5.5 or greater is not listed in Add/remove programs then an earlier version is installed that cannot be repaired. Selecting IE 5.5 and selecting the Add/remove button will then bring up a prompt asking to remove or repair. Selecting repair and then OK will repair it automatically.

Walkthrough Availability: There is not a walkthrough currently available for this utility.

Replacing Winsock.dll

Winsock.dll has many functions but for our purposes only the basic information needs to be understood. Winsock.dll provides a bridge between the internet browser and the TCP/IP stack. The TCP/IP stack is in charge of organizing information from the communication device. Without this file working properly you will be able to get connected but not browse any web pages.

OS availability: Windows XP

When to use it?
This can be used in any situation where they are able to connect but cannot actually get to a web page. A common error message they will get is “Page Cannot Be Displayed”. This is a situation in which we would replace the winsock.dll file

Command Usage
Most of the process will be automated by the system so for our purposes this is a very quick and easy troubleshooting step.

Start → Run → Type in system32 → Locate the file winsock.dll → Right click and select rename → Rename the file to winsock.old → At this point the system will automatically replace the file.

Miscellaneous Notes:
This is a common troubleshooting step in general for internet problems. Sometimes its unclear as to what is happening with the internet connection. This is normally a three to four minute process.

Walkthrough Availability: There is not a walkthrough currently available for this utility.

DOS / Command Line / Command Prompt

The names of the above items are different but they do the same basic function. All of them allow you to type in commands to accomplish a task. The differences between them are dependent on the OS and how you reach them.

OS availability: Windows 98, Windows ME, Windows XP

When to use it?
The use of the above tools is dependant on what you are trying to do. Use DOS or one of the other tools when the customer doesn’t have a mouse or the OS isn’t running and we are attempting to fix it.

Command Usage
Windows 98:

Start → Run → Command → Press Enter or Click OK
Start → Programs → Ms-Dos Prompt
Boot to the restore CD à Select option 3

Windows ME:
Start → Run → Command → Press Enter or Click OK
Boot to the restore CD → Select option 2

Windows XP:
Start → Run → CMD
Boot to the restore CD → Select option 2

Miscellaneous Notes:
There are a number of commands that will be used for troubleshooting purposes. All commands use the /? switch to get help with using the command. To use a switch you type in the command follow with the switch.

• MD: Makes a directory / folder
o md directoryname

• COPY: Copies the file to another location
o copy testfile.txt directorynametocopy

• DIR: Shows a listing of the current directory
o dir
o dir /s Shows a listing of every subdirectory

• CD: Change Directory: Changes from one directory to another.
o cd directorynametochangeto
o cd \ Goes to the root drive typically c:
o cd .. Goes up one directory

• DEL / DELETE: Allows you to delete a file
o del testfile.txt

• FDISK: Opens the FDISK program
o Fdisk /mbr resets master boot record

Walkthrough Availability: There is not a walkthrough currently available for the different commands

FDISK

It can be reached from the restore CD on Windows XP systems. This allows you to modify, create, and delete partitions. You can also use it to re-write the master boot record.

OS availability: Windows 98 and ME

When to use it?
You would use FDISK to delete the partitions in the following situations

• A virus is suspected to have been present on the system
• The Master boot record has become corrupt
• Trying to determine if the hard drive has failed
• The restore runs but stops at different points of completion and gives a write error

Command Usage
Boot to the restore CD → Select the option for either Boot to a DOS prompt or Boot to a Command prompt → at the a:\> type in fdisk → You will now want to delete all partitions → Reboot → Recreate a primary DOS partition. You will now be in the FDISK program. Refer to eMacInfo2 Fdisk step by step for a complete walkthrough. Windows ME and newer the restore process will re-create the partition automatically.

To re-write the master boot record
Boot to the restore CD à Select the option for either Boot to a DOS prompt or Boot to a Command prompt → at the a:\> type in fdisk /mbr à Make sure no error appeared → Restart the computer.

Miscellaneous Notes:
Anytime that the customer cannot restore you should attempt deleting the partitions and running the restore again. Another option with this utility is to re-create the partition to verify the hard drive integrity.

Walkthrough Availability:
There is a walkthrough of this utility under Troubleshooting → FDISK Step by step. EmacID#70058. Fdisk /mbr EmacID#70051

HyperTerminal

HyperTerminal allows you to troubleshoot the modem by communicating with it by using text based AT commands. This allows us to bypass any connection settings or 3rd party software that might be interfering with connectivity.

OS availability: Windows 98, ME, and XP

When to use it?
HyperTerminal is used to troubleshoot the modem without any other software. If there is a situation in which we cannot determine if it is the software being used, such as AOL or MSN Explorer, we could use HyperTerminal to do some basic diagnostics on the modem.

Command Usage

All Operating Systems:
Start → Programs → Accessories → HyperTerminal
Start → Run → type in hypertrm

From this point onward the exact steps that you do depend on the type of HyperTerminal test you are running. The AT commands test is if the customer only has one phone line and cannot connect while we are on the phone. The test to connect to a BBS mail server is if they have two phone lines.

• Testing with AT commands: Click Cancel → type in ATZ press enter → type ATE1 in press enter → type in atx1dt1234567 press enter → Look for responses.
• Testing with connection to BBS mail servers: Click Cancel → type in ATZ press enter → type ATE1 in press enter à type in atx1dt18006245123 press enter → See if it connects

The BBS mail server numbers are: MCI Mail 18004566245, At&T Mail 18006245123 and Compuserve Mail 18008484480. If one BBS mail server fails try another.

Miscellaneous Notes:
The responses that we are looking for after the AT commands are simple OK statements. When typing in the commands the customer will not be able to see what they are typing unless they put in the command ATE1. If the BBS mail server connects it will pop up a message stating “Enter User name and Password”. Given a situation in which this works we know it is not a problem with the computer and would then refer the customer back to the internet service provider. In a situation where it did not and got an error message we would then further troubleshoot the computer itself.

Walkthrough Availability:
There are multiple walkthroughs, some more thorough than others, of this utility.

• Troubleshooting → Hyper Terminal Commands and Examples EmacID#70064
• Reference → Animations → Hyperterminal Walkthrough
• Troubleshooting → HOW TO: Running a Hyperterminal Test EmacID#70058