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- Develop your own problem-solving strategy
- Use the Event Viewer to locate and diagnose problems
- Troubleshoot configuration, security, connectivity, and network printing
problems
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- Troubleshoot boot problems, using a variety of tools including the
emergency repair disk, safe mode, and the recovery console
- Back up and restore system state data
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- Develop a problem solving strategy to help you troubleshoot more
effectively such as:
- Understanding how the server and network interact
- Training users to help you solve problems
- Learning the essential business processes of your organization
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- Create network diagrams to help determine the location of specific
problems
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- Train users to work as allies in solving network and server problems by:
- Learning to save their work when a problem occurs
- Precisely recording error messages
- Quickly reporting error situations and the conditions under which they
occurred
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- Learn the essential business processes of your organization and use this
knowledge to help you locate and solve problems more rapidly
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- Develop a thorough step-by-step approach to solving problems:
- Get as much information as possible before you start
- Obtain the precise wording of error messages
- Start with simple solutions
- Determine how many people are affected
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- Check for alerts sent to your account
- Check the event logs
- Use System Monitor filtering
- Check for local power problems
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- Keep a database or log of problems and how they were solved, so that
later you don’t have to guess how the same or a similar problem was
solved in the past
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- Sometimes you have to work on problems when someone else is logged on or
from another person’s computer. Try using the Run as option so you do
not have to log off that account to have Administrator privileges.
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- Type of event
- Date and time of the event
- Source of the event
- Category of the event
- Event number
- User account involved
- Computer involved
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- If a server suddenly crashes or is not functioning normally, make the
system log your first stop to look for a problem
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- You can look for specific events in a log by setting up a filter on
criteria such as:
- Event type, including warning, error, information, success audit,
failure audit
- Event source
- Event category
- Event ID
- User account
- Computer
- Date range
- Time range
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- There are several options for maintaining event logs:
- To size each log to prevent it from filling to fast
- To regularly clear each log before it is full
- To automatically override the oldest events when a log is full
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- Steps you can take to troubleshooting server configuration problems
include:
- Check the event logs
- Check the Control Panel Add/Remove Programs tool for components that
need further configuration
- Use the Configure Your Server tool in the Administrative Tools menu
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- Use the Control Panel tools to solve configuration problems
- Use the Network and Dial-up Connections tool to solve connectivity
problems
- Use tools such as Device Manager that are available in the Computer
Management tool
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- To troubleshoot connectivity problems:
- Determine how many stations are experiencing the problem
- Check the server’s NIC connection
- Verify the protocol setup
- Make sure the NIC is properly configured and has the most recent driver
- Make sure clients are set up for the correct domain or workgroup
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- Check cable connections and connectors
- Examine network cable for damage
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- Windows 2000 Server includes command line tools that can be used to
troubleshoot TCP/IP connectivity problems (many of these tools are also
available in Windows 2000, Windows NT, Windows 98, and Windows 95
clients)
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- Ipconfig is an example of a TCP/IP troubleshooting tool used to confirm
information such as the IP address, subnet mask, and default gateway of
the Windows 2000 Server
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- When network communication problems occur, check for cable problems as
one source
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- Try the simplest solutions first when troubleshooting network printing
difficulties, such as checking printer connectivity
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- To change an account password when a user has forgotten his or hers:
- Open the Active Directory Users and Computers tool
- Open the container in which the account resides
- Right-click the account and click Reset Password
- Enter the new password, confirm it, and click User must change password
at next logon
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- To help resolve why an account cannot access certain resources, audit
those resources and check the security log
- Also, use resource auditing to track intruders
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- The System Security and Analysis tool can be used to set up default
security and to later analyze existing security for problems
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- Boot problems can be caused by:
- Disk failure
- Corrupted partition table
- Corrupted boot file
- Corrupted master boot record
- Disk read error
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- When you first experience a boot problem, try rebooting to see if it is
a transient error
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- Safe mode: A boot mode that enables Windows 2000 Server to be booted
using the most generic default settings, such as for the display
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- To access the safe mode:
- Reboot the computer
- Press F8
- Select the desired safe mode option in the Advanced Options Menu
- Highlight Windows 2000 Server as the operating system and press Enter
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- Use the emergency repair disk if you cannot boot or solve a problem via
safe mode
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- To access the ERD:
- Boot from the Windows 2000 Server CD-ROM or Setup Disk 1
- Press R on the Welcome to Setup screen
- Press R again on the next screen
- Insert the ERD
- Select M to manually select what to repair or select F to perform all
repair options
- Follow the repair instructions
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- Keep the ERD updated after each key change to Windows 2000 Server so
that you can troubleshoot using the most recent configuration
information
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- Recovery console: A recovery tool that enables you to boot directly into
the Windows 2000 Server command line to perform recovery and
troubleshooting operations. The Recovery Console can be added as a boot
option, started from the Windows 2000 Server CD-ROM, or started from the
Windows 2000 Server floppy installation disks.
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- Some examples of commands that can be used from the recovery console
are:
- chkdsk
- disable
- diskpart
- enable
- fixboot
- fixmbr
- format
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- Plan to back up important system state data so that it can be recovered,
if necessary.
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- System state data consists of:
- System and boot files
- Active Directory
- SYSVOL folder
- Registry
- COM+ Class Registration information
- DNS zones (if installed)
- Certificate information (if installed)
- Server cluster data (if installed)
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- Plan to backup the protected system files along with the system state
data
- The protected system files include:
- Ntldr
- Bootsect.dos
- Boot.ini
- Ntdetect.com
- Ntbootdd.sys
- Ntoskrnl.exe
- Hal.dll
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- To restore a failed system volume:
- Replace the failed hardware
- Install Windows 2000 Server from the CD-ROM
- Use the Backup utility to restore system state data and all other data
using the most recent backup tapes
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- Develop a problem solving strategy that matches your equipment and
organization’s needs
- Develop familiarity with the troubleshooting tools in Windows 2000
Server, such as the Event Viewer, System Monitor, Network Monitor, the
Network and Dial-up Connections tool, safe mode, and recovery console
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- Learn to use the right troubleshooting tool for the job
- Plan to keep the ERD updated for future troubleshooting
- View troubleshooting situations as an opportunity to better understand
your organization, its network, and the Windows 2000 servers on the
network
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