COM 226

SYSTEM TROUBLESHOOTING II
LECTURE NOTE

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TROUBLESHOOTING TECHNIQUES

Troubleshooting is not just the application of technical knowledge and expertise; the approach you
choose to take is equally important. These approach include the following.

1. Gather information
Before you begin, spend some time gathering as much information as you can about the problem.
Ensure you ask the customer to describe all of the circumstances surrounding the problem:

 What are the exact error messages appearing on the screen or coming from the speaker?
 Has anyone else experienced the same problem?
 How long has the problem been occurring?
 What changes have been made recently to the system?
The latest change to a system is very often the cause of the problem.
 Has the customer tried to solve the problem?

2. Be prepared
Before you visit a customer to fix a problem, ensure that you have all the necessary hardware and
software tools, documentation and any other information you may need to avoid repeated and
unnecessary trips between your office and the customer’s location.

3. Be calm
A calm approach instills confidence in the customer and will also prevent you from making rash or
incorrect decisions.

4. Take your time

Taking time to think about the problem increases the likelihood that you will arrive at the correct
solution and that you will therefore take the appropriate steps to solve a problem.

5. Keep your concentration

Troubleshooting requires a great deal of concentration. After long periods of time, the mind can
become fatigued and concentration is reduced. Consider taking breaks or leaving the problem for a
while in order to refresh your mind.

6. Do not assume
A problem may be reported that is similar to one you have experienced before, but you should not
assume that the problem is identical. Although the symptoms may be similar, the problem and its
solution could be different. Always treat each problem as a new challenge.

7. Be flexible
Be prepared to try something different. If you have decided what the problem is, but cannot seem
to solve it, it may be that you are incorrect. Be prepared to start again from the beginning with
an open mind.

8. Consult
Be aware that you may not have all the answers all the time. Consider consulting your colleagues,
internet discussion groups or manufacturers help lines. This will not only help you to solve the
problem quicker, but will increase your knowledge and experience.

9. Know when to give up

You will not always be able to fix the problem yourself. Be prepared to pass the problem on rather
than wasting the customer’s time.

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 10. Make sure you cure the problem, not just the symptom
For example, if the power cable of a PC blows a fuse, you should not only replace the fuse, but also
check to see if there are any power problems in the building that may have caused the fuse to
blow in the first place.

Troubleshooting is not much of a big issue especially when one knows the key items or areas to
check when problems arise. Four common items to always check in the course of diagnosing and
troubleshooting problems on a system.

1. Verify power settings, CPU temperatures, and fan speeds in CMOS

2. Check all connectors and cables to make sure they are secure
3. Check port, device settings for conflicts.
4. Check BIOS/CMOS settings for errors.

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SERIAL (COM), PARALLEL (LPT) AND UNIVERSAL SERIAL BUS (USB) FAILURE

LPT INTERFACE/PORT
The LPT interface is also called the parallel port. They were commonly used to connect the dot
matrix, ink jet and laser jet printers. It appears mostly as purple on the I/O interface of the
Motherboard and it has 25 holes on the board (female interface). In windows operating system it is
identified as LPT1, LPT2… etc for respective ports in the system. The parallel connectors include
the DB25 female and the Centronics 36 pin

COM PORT
The COM port is also called the Serial port and similar to the parallel port, it is used to connect
MODEMS, UPSs, Scanners and other serial devices. It appears as a male interface on the
Motherboard and it possesses 9 pins. In windows operating system, it is identified as COM1,
COM2… etc for respective serial ports. The connectors include the DB9 male, and the DB 25 male.

USB INTERFACE
USB stands for Universal Serial Bus and the ports are used to connect many different devices today
including printers, scanners, UPSs, MODEMS, digital cameras, USB disks etc. We have the USB 1.1
standard and the faster USB 2.0 standard. It has a 4-pin connector.

The diagrams are represented below:

Figure 1: the LPT, COM and USB

ports

Figure 2: USB
Connector

Figure 3: 25pin and 9pin serial

port

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 Figure 3: Parallel port

PHYSICAL VS. I/O PORTS

There is high need to clarify this difference right away. A serial port is a physical item, a 9- or 15-pin
male DB connector in the back of your PC, but a COM port is just the I/O address and IRQ
assigned to it. A parallel port is a 25-pin female DB connector on the back of your PC, but an LPT is
just the I/O address and IRQ assigned to it. Think of a telephone. If someone pointed to your GSM
phone and said, "that is a 080-30211111," you would correct them: "No, that's a GSM Phone. The
number assigned to it is 080-30211111." Same with serial and parallel ports. You would not look at
a serial port and say "That's COM1." But “that’s a serial port set to COM1”.

SERIAL, PARALLEL AND USB FAILURE

Serial and parallel port has been in existence before USB port, the acronym of USB is Universal
Serial Bus. The serial and parallel port is been used in the olden days (outdated), as the technology
advanced the USB is now in used.
Many laptops now come with USB without serial and parallel port. USB is a specification to
establish communication between devices and a host controller (usually a personal computer)
which has effectively replaced a variety of earlier interfaces such as serial and parallel ports. USB
can connect peripheral devices such as printers, flash drives, keyboard, mouse etc.

This enables every device driver to support devices from different manufacturers that comply with
a given class of code.

SERIAL (COM), PARALLEL (LPT) AND USB PORT FAILURE

The problem of serial, parallel and USB port failure are:
1. Lack of signal (loses is connection).
2. Bridge in data flow or transmission.
3. If you quickly and repeatedly insert and remove a USB device, the USB port may stop
responding. When the port is in this state, it no longer recognizes any USB device, and the
USB device will not work.
4. Poor power supply load regulation.
5. Underrated over current protection device.
6. With the device software drivers or there is a physical problem with the device

The entire problems listed above are explained below:

7. Lack of signal: A USB device, such as a camera, scanner, or printer, loses its connection and
stops working unexpectedly
8. Bridge in data flow or transmission: When there is nothing that joining or connecting serial
parallel and USB port are to the motherboard, the current will not flow.
9. The USB device is not working.
10. Poor power supply load regulation: When the current did not regulate the range of 4.75v to
5.25v to all port it causes it to fail. If the voltage drops the USB and serial parallel port fail.
It Shutdown the power to USB

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SYMPTOM OF PARALLEL SERIAL (LPT) AND USB (PS2)
Symptom is a sign of disease or a sign of the existence of something. The symptom of parallel,
serial (LPT) and USB (PS2) port is explained below:
Symptom Problem
1) Device not detected Loss of signal

2) Improper synchronization Bridge in data flow or transmission.

3) USB device not recognized USB port not responding.

4) Drivers for the USB has not The driver to driver it is not in the CDROM or DVDROM.
found
5) Working perfectly There is a physical problem with the device or there is an issue
with the device software drivers.

TROUBLESHOOTING THE SERIAL (COM) PORTS

1. Check connectors and cable
Check the connector at each end of the cable to ensure that none of the pins are bent
and
therefore not able to connect. Check along the length of the cable to ensure that this is not
damaged. Ensure that the connectors are securely fastened to the serial port and to
the
device.

2. Check device
To ensure that the device is not causing the problem, try a serial device in another COM
port
or on a different PC.

3. Check BIOS Settings.

Check the COM port has not been disabled in the BIOS setup.

4. Check software configuration

Ensure that the serial communication parameters (the number of stop bits, number of
data
bits and maximum speed) are appropriate for the device using the serial port.

5. Resource Conflicts
Using the windows device manager, check that the COM port is not using system resources
that conflict with another device.

TROUBLESHOOTING PARALLEL (LPT) PORTS

6. Check connectors and cable

Check the connector at each end of the cable to ensure that none of the pins are bent and
therefore not able to connect. Check along the length of the cable to ensure that this is not
damaged. Ensure that the connectors are securely fastened to the serial port and to the
device. Check the markings on the cable to ensure that it complies with the IEEE 1284

2. Check the device

To ensure that the device is not causing the problem, try the printer in another LPT port
or
on a different PC. 6

3. Check software configuration

Check the BIOS to ensure the mode set for the LPT port is compatible with the device.
 4. Resource Conflicts
Using the windows device manager, check that the LPT port is not using system resources
that conflict with another device.

TROUBLESHOOTING USB PORTS

USB ports are designed to be very simple. You simply insert a plug and play compatible device in to
one and it works.

Most Modern BIOS will have some (though few) configuration options for USB. Through your BIOS
setup program, it may be possible to disable USB support altogether or simply to disable support
for older USB devices. Thus if your USB device is not working after installing the correct drivers
and plugging it in;

 Check the BIOS settings and make sure the USB is available
 Check Device Manager to be sure the USB is available and working properly.
 Check Connector and Cable
 Resource Conflicts.
 Try disconnecting the USB device, closing any software for the device that may be open,
uninstalling the USB device software driver, and then reinstalling the driver. Connect the
USB device to the computer after the software drivers are installed. Refer to the device
manufacturer for more information.

GENERAL DIAGNOSIS OF SERIAL (COM), PARALLEL (LPT) AND USB PORT

Diagnosis: This is identification of a disease from its symptoms. these diagnosis are also helpful:

1. Check the pins if properly straighten, if it is not straightened use screw driver to straight
it.
2. Check if the ports are well fixed to the motherboard.
3. Check if the current is high to regulate the various components on d motherboard .
4. This could be a problem with I/O port or the motherboard.

HOW TO TROUBLESHOOT WHEN Parallel, Serial and USB DEVICE Quit Working Unexpectedly
in Microsoft Windows

• Disable power management on the USB hub

To preserve power, Microsoft Window XP tries to disable USB when a device is not used. Under
certain circumstances this function does not work and may cause USB devices to fail to respond
when called. To resolve this issue, disable power management on the USB hub by doing the
following:

STEP 1
 Click Start, and right-click My Computer.
 Click Properties, and then click Hardware.
 Click Device Manager.
 Double-click the Universal Serial Bus Controllers branch to
 expand it.

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  Right-click USB Root Hub and then click Properties.
 Click Power Management.
 Deselect Allow the computer to turn off this device to save power.
 Repeat Steps 5 through 7 for each USB Root Hub.

Click OK, and close Device Manager.

STEP 2
 Go to control panel
 Go to add program wizard
 Troubleshoot problem you are having with your
 hardware
 Back, Next, cancel
 Click on next
 The wizard will search for hardware connected to your PC
 Click on installed hardware Pick USB interface, and then click next, it will tell you may be
is working perfectly or not

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CAUSES OF MODEM FAILURE

A modem works with your telephone line to translate analog telephone signals into digital serial
data. Modems can also translate digital serial data into analog telephone signals. There are two
types of modems, internal and external. An external modem sits outside the PC and plugs into a
serial port. An internal modem is a card that snaps into an expansion slot. Internal modems carry
their own onboard serial port. A modem is another easily identifiable device in PCs. Old modems,
internal or external, have two RJ-11 sockets. One connects the modem to the telephone jack on
the wall like the ones shown in the figure below, and the other is for an optional telephone so you
can use the phone line when the modem is not in use. Modern modems also have USB connectors.

Typical Modem Connections.

A modem can be defined as a device which is used to establish connection between a system and
the ISP (internet service provider).

Computer information is stored digitally (i.e. Inform of 1's and O's) but information to be
transmitted over telephone lines exists as analogue signals. Therefore, a modem converts between
analogue and digital signals. It does this by "modulation" which involves converting digital signals
to analogue signals and "demodulation" which involves converting analogue signals back to digital
form thus enabling the sending and receiving side to get information or data properly decoded.

The diagrammatic illustration below is a real life scenario of how a modem functions in signal
conversion.

TYPES OF MODEM
 Internal modem: An internal modem resides in a printed circuit board inserted into
the computer.
 External modem: Are those an individual can plug into a USB port. They are slightly
different from internal modems because they can be moved easily from one computer to
another

PROBLEMS A MODEM COULD ENCOUNTER

1. Modem displays "error 691" and "error 692" when trying to connect. .
2. Modem connection is not fast as it was before.
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 3. Modem keeps getting disconnected from the internet.
4. Modem connection could not be established at all.
5. Modem fails to initialize.

SOLUTIONS
6. If a modem displays "error 691 ", it implies that access was denied because the username
or password is invalid. The first step to take in this situation is to retype your user name
and Password. If the same error persists, then your account might have expired so
therefore, you should re-activate your account with your ISP (internet service provider).
Similarly, when "error 692" is displayed, it implies that there is a hardware failure in the
port or the modem itself. The three ways to solving this problem are:

 Try to re-install the modem.

 Check the serial cable if connected firmly
 Check for cable compatibility with modem

7. If a modem connection is not as fast as it was before, it could be as a result of heavy files
been downloaded from the internet at that time. So some files should be paused for others
to complete download. If this does not work, then it might be as a result of the presence
of a malicious program (virus or spyware) or software on the system which could be
removed using anti-malware software such as (MALWARE BYTES) or AVG internet security
for virus removal if any.
8. If a modem keeps getting disconnected from the internet, the problem could be on-board
because the port being used might be faulty but not completely damaged so this could be
changed. It should be noted that before any change is made, another modem could be
used on the same port. If it functions, then the modem fault might be with the modem.
Therefore, the modem should be replaced.
9. If a modem connection could not be established at all, the modem should be moved to
another port because some modems function only in ports in which they were plugged
during installation. If this does not solve the problem, then the problem could be ISP
related. Therefore, you should contact your ISP
10. If a modem fails to initialize, this could be as a result of the modem being moved to a port
that was not used during its installation. The modem should be plugged into the
appropriate port. On the other hand, the modem should be checked if properly plugged
into the port. If this still does not work then a system restart should be carried out or
better still re- installation of the modem.

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WINDOWS STARTUP FAILURE
There are several phases computer pass through when it is switched on for use, after the POST
(Power on Self Test), the kernel check and loader check, it boots further to windows startup after
which it boot up to menu for the user to make use of, at this stage (windows startup) if the
computer encounters an error, it will prevent the booting process to stop while the computer will
not able to boot up to menu.

There are several causes of startup problems that can affect computer system not to boot properly
at power-on-time. They are;

1. Malfunctioning hardware
2. Corrupt driver
3. Corrupt file or volume
4. System misconfiguration
5. Electronic infections like virus, malware etc

DIAGNOSING THE PROBLEM

Diagnosing is a step you should always be calm for and never avoid, diagnosing usually begins with
accurate calculation and not assumptions. For example, do you smell something burning? If so,
unplug your system immediately and wait for the smell to cool off, then open the case and inspect
the damage. Do you hear your CPU fan making a slow grinding sound? If yes, switch off your
system and replace the fan before your processor burns and needs replacing. Is your video display
flickering (epileptic display)? Maybe, try reseating the video card after checking if the video cable is
seated properly.

If the problem is not an obvious one, and maybe you get a black screen with one of the following
messages when you try to boot your system.

 A disk read error occurred

 Invalid partition table
 Error loading operating system
 Could not read from selected boot disk
 Windows could not start because the following file is missing or corrupt

You might get a blue screen with some obscure message on it and sometimes make it all the way
through the windows splash screen (displaying Microsoft logo) to the logon box and then suddenly
get a dialog box saying "One or more services failed to start" or your mouse pointer might freeze
and your system hang either before or immediately after logon. These symptoms can be match to
the points explained below and probably know what might be causing them.

SYMPTOMS OF WINDOWS STARTUP FAILURE

S/ Symptoms Possible Cause
n
1 Missing Operating System Master boot record is corrupt due to hard disk
errors or virus infection
2 A disk read error occurred or system Boot sector is corrupt due to hard disk
hangs after BIOS-POST finishes. virus infection errors or virus infection.
3 Windows could not start because of a Boot.ini file is corrupt, missing, or needs updating
computer disk hardware configuration
problem
4 Windows could not start because the Boot volume is corrupt or the referenced. file is
following file is missing or corrupt missing

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5 Blue screens These are typically caused by hardware failure or
driver problems.
6 When the system hangs repeatedly in the These are typically caused by buggy drivers or by
cause of trying to boot it. registry corruption but can also be due to
virus infection

Failure of some components of the hardware is one of the common reasons behind windows start-
up problems. This hardware failure could range from unplugged power cord (a user accidentally
unplug the cord while the system is still booting) to some serious problems like smoke emitting
from the system; updates of the drivers or the BIOS also cause start up problems. Also, if some
key operating system files has corrupted or missing, it will cause the computer system not to boot
further.

Misconfiguration could also be a possible reason behind windows failing to start. Though, you may
be able to start up your computer, some services or application may not function. Virus infections
can also stop your computer from starting up.

The question of why do windows startup problems happens depends majorly on the cause of the
problem. For example, if the error is caused by a virus or some other malware that has probably
been implanted into your computer registry by a program that you downloaded, or an infected
email that you opened; however, viruses or malware driven difficulties are the easy ones to
explain.

Files that are damaged or corrupted, along with drivers, can be difficult to spot. Even with normal
usage, a computer probably houses dozens; if not hundreds of file error from downloads. Users are
not aware of them because the vast majority will not actually cause them any problems. However,
progressively each time such an action causes a file or folder to become even slightly damaged or
corrupted, you just moved a little closer to the point where the errors do begin to have an adverse
effect on the operating system thereby resulting in startup or other problems from the computer
system.

RESOLVING/TROUBLESHOOTING WINDOWS STARTUP PROBLEMS

As a system administrator or aspiring to be, you need to have a set of tools for resolving startup
problems like the ones in the table above. Below are inventory of the main tools:

Last known good configuration: Restores the System Current Control Set portion of the registry to
its version during the last successful logon to the system.

Safe mode: Starts Windows with a minimal set of drivers and creates a record of which drivers load
in.
System Restore: Windows XP only feature to restore system to previously saved configuration.
System Restore: Windows XP only feature to restore system to previously saved configuration.
Repair: Run Windows Setup from your product CD and select the option to try and repair your
installation.

Which tool should you use to address each of the symptoms is described below, if there is no
obvious hardware problem and you have already asked yourself the major question (What was the
last thing I did to this system?) then here is a quick outline that maps the type of tool to be used
for the problem. Underlying problem or visible symptom you need to perform on your system.
s/n Problem/Symptom Tool(s) to Use
1. Corrupt master boot record Recovery Console (fixmbr)
2. Corrupt boot sector Recovery Console (fixboot)

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3. Corrupt or missing boot.ini Recovery Console (bootcfg /rebuild)
4. Corrupt system file Recovery Console (chkdsk)
Restore from ASR
backup Perform a
Repair install
5. Corrupt registry Recovery Console (chkdsk)
System Restore (XP only)
Restore system state from
backup Perform a Repair install
6. Blue screen Last known good
System Restore (XP only)
Safe mode (roll back suspect driver using Device
Manager)
7. Hung system Last known good configuration.
System Restore (XP only)
Safe mode (roll back suspect driver using Device
Manager)
Do not logon, reboot and select last known good, log
8. "One or more services failed to start"
on, undo the last configuration steps you performed.
Safe mode (undo last configuration steps you
performed)

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ILLEGAL OPERATION OFA COMPUTER SYSTEM
Computers have taken over lives in a big way. We check our emails, store our pictures, conduct
research and perform various other tasks using our PCs. Therefore, it's very disconcerting when we
find error messages suddenly displayed on our screens. It's no wonder we freak out and get
frustrated especially when we have something really important to complete. You may have
encountered an error that says" this program has performed an illegal operation and will be shut
down" or you may have come across an error that says" illegal operation caused by (software
application). These are example of illegal operation errors. You may have stumbled on these errors
when you are working in Ms Word, excel, Ms Outlook and various other applications.

An illegal operation is an instruction or a command made to the operating system is an instruction

or a command made to the operating system or the processor that is related to an operation
which is not recognized by the operating system or processor and hence cannot be executed. The
ensuring result is that the program that caused the illegal operation is shut down by the operating
system or the processor. If you were using this particular program when the illegal operation
occurred, it's possible that you will lose the data you were entering. However, sometimes the
system creates a back-up copy that you can retrieve.

CAUSES OF ILLEGAL OPERATION

* Corrupt files
* Memory managers
* Newly Added Hardware
* Error in program coding
* Corruption or problem within windows
* Bad memory issues or damaged registry
* Computer virus
* Data not being read properly from source

SOLUTIONS
Corrupt files: corrupt, bad or missing files can cause illegal operations. It is recommended that you
uninstall or reinstall the program causing the illegal operation to verify that any corrupt, bad or
missing files are replaced or repaired during the reinstallation.

Memory managers: if you are running a memory manager that is used to obtain more memory or
handle the computer memory in replace of windows, it is recommended you temporarily disable or
uninstall this program to verify if it is not the memory manager causing the illegal operations.

Newly added program: when installing a program or game onto a hard disk drive it is
recommended if you receive errors after installing the program or game that you uninstall that
program or game, run a scan disk, then a defrag, and finally install the program or game again.

Error in program coding: if you are receiving illegal operations only when running a particular
program, verify that the program is compatible with the version of windows you are running and
ensure no available patches or software's are available that may fix errors made during the
development stages.

Corruption or problem within window: because windows controls the memory operation as well
as the full structure and associated with windows to become corrupted, causing illegal operations
or the other errors. It is recommended you reinstall windows if you are experiencing illegal
operations in windows or more than one program trying to be run on the computer

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Bad memory issues or damage registry files: it is possible that bad memory can cause illegal
operations, if you load recent added memory to computer; it is recommended that first removed
to verify that you are not experiencing conflict with recently installed memory.

Computer virus: Because computer virus is 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 virus definition.

Data not being read properly from source: when running a program or a game from a CD you
receives an illegal operation verify that the CD is clean. If you are running a game from a floppy
diskette or floppy media such as Zip diskette, verify that d diskette does not physical errors with
running a Scandisk.

If you encounter an illegal operation error, the usual thing to do is to continue your work if the
program is still running. If the program has being shut down, you can try reopening and restarting
the program or application. if this doesn't work, reboot the system and try again. If the problem
keep reoccurring with a particular application, its advisable to contact the computer manufacturer
or vendor.

Very often, when we're forced to close a program because we get an illegal operation error
message plastered on our screen we think we have done something wrong, but actually this is
frequently cause due to a bug in the application created by the programmer probably created an
erroneous code in the program, Because of this the operating system cannot understand what the
program or application is trying to say and result in a illegal operations error message. You can
visit the website of the software manufacturer is the issue keeps reoccurring

As with all other error, illegal operation errors can also be mitigated and repaired through regular
cleaning of the registry by registry cleaning.

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VIRUS PROTECTION UTILITY FAILURE

VIRUS
This is a computer program that can copy itself and infect a computer system. They are also small
programs that are designed to spread from one computer to another and to interfere with
computer operation.

Virus Protection
This is the process and action taken to prevent computer system from virus attack i.e. program
designed to prevent viruses, worms, and Trojan horses from getting into a system as well as
remove any malicious programs that has already infected a computer system.

Virus Protection Utility

This is a kind of software designed to help analyze, configure, optimize and maintain the computer.
A single piece of utility software is called a utility or tool. So, Antivirus utility is a virus protection
utility.

SYMPTOMS OF VIRUS PROTECTION UTILITY FAILURE

 Actions of virus program attack on a system.

 Unnecessary duplication of files.
 Missing files.
 Malfunctioning of computer antivirus.

CAUSES OF VIRUS PROTECTION UTILITY FAILURE

Corrupted or missing files: This is the same thing as running an application with insufficient
resources. If a file from a suite of antivirus program is corrupted or mistakenly deleted or not
found, this could be as a result of user error, it renders that program either invalid or incomplete.
This will make it not capable of doing the function of such file.

Improper system shutdown: improper shut down can disorganize or cause loss of file which may
include the antivirus software. An illustration is if a person forces shutdown of a computer, before
it shuts down, it will ask the user option of force shutdown or cancel. Before force shutdown is
chosen, it would have informed user that some unclosed running programs may get lost.

Outdated Antivirus: antivirus software has their limited dates; they are produced to overcome
current computer viruses. Outdated antivirus has no power over any virus that may attack a
computer system 'fI'

Unlicensed software: Some antivirus has an inbuilt behavior to capture any unauthorized software
or software with no certificate. Antivirus utility can capture such software and take it to the
quarantine, such software will not be available for the user at that time.

Zero hour virus: this is the latest virus produced by the programmers that is just about to be
spread out to computer systems. Zero hour virus is destructive to the latest antivirus software
because it is just about to be released out.

User error: this is a mistake made by the users of computer where they waywardly deleted a file
from a suite of antivirus software.
Incompatibility: Some antivirus software are not compatible with some operating system and
this can cause antivirus failure. For example, Symantec Antivirus 10.2 is not compatible with
Mac OS X
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Leopard; the OS put Norton into an "incompatible software" folder, so even though I've paid
for a year of Norton.

SOLUTIONS
 Proper installation of antivirus.
 Installation of licensed utility.
 Current antivirus update: antivirus software is must-have protection.
 Keep it installed, enabled, and up-to-date at all times.
 Certification: only consider antivirus that has achieved certification from each of the three
core testing agencies: Virus Bulletin,
 Checkmark, and ICSA Labs. Then determine the features that will meet your
particular needs.
 Installation of manufacturers' recommended antivirus software.
 Remove Antivirus Software Error associated files from a computer by
 scanning with anti-malware program. Super Antispyware can be used.

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Printer
The vast majority of printers use a special connector called a "parallel port." Parallel ports carry
data on more than one wire, as opposed to the serial port, which uses only one wire. Parallel ports
are distinct in the PC world. They exclusively use a 25-pin female DB connector (See Figure below).
There are some SCSI host adapters with an identical 25-pin female DB type connector, but these
rarely appear in IBM-style PCs.

Parallel port

Like serial ports, parallel ports on earlier PCs mounted on a card, usually the same "I/O card" that
contained the serial ports. Parallel ports today are directly supported by the motherboard via a
direct connection or "dongle" (Figure is shown below).

Parallel port connected to motherboard via dongle

Parallel ports used to be the exclusive domain of printers. Today, many other types of devices use a
parallel port. The figure below shows a picture of an Iomega ZIP(tm) drive that uses the parallel
port. Note that this drive has a second connector to enable you to daisy-chain another parallel
device onto the ZIP drive. This parallel daisy-chaining has a number of problems that make it
rather unstable unless very carefully configured. If you need to daisy-chain, get USB.

Daisy-chained parallel devices

Most modern printers now use the USB connection and operate on plug and play.

TROUBLESHOOTING PRINTER PROBLEMS

Below are eight (8) guidelines/troubleshooting procedures to follow when you have printer
problems.

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1. A successful Print Test Page from the OS eliminates all problems, except the application you
are printing from. Try printing from another application.
2. Print test page from printer: This proves that the printer hardware is okay.
3. Printer not working: Check that the printer is switched on plugged in, online; check cables,
device driver, switch box; check/change CMOS printer type settings.
4. Paper Jam: Can be caused by Cheap paper, wrong type of paper, or paper that was stored
or loaded improperly.
5. LaserJet 20 Mem Overflow error or bottom on page not printed out: PC or printer needs
more memory.
6. Print output slow: upgrade printer, add more memory, or faster processor to printer.
7. Output garbled or corrupted: Update printer driver, check CMOS, and printer settings.
8. Poor Quality: Toner/Ribbon low, cheap/ wrong paper.
9. Laser Memory Errors: this is likely not enough memory for the print job.
10. Blank pages: OPC drum, corona transfer wire improperly seated or damaged.
11. Networked printer problems: Check printer to make sure it is shared, properly configured,
has correct latest printer driver, has enough disk space on print server for print spooler,
and that the spooler service is not stalled or off.

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NETWORK PROBLEMS

Computer network varies from peer to peer, to LAN, CAN, MAN, WAN. Also it can be in terms of
the media which include the wired and the wireless. Here are some problems that might occur
on some of the above mentioned types and medium.

WIRELESS NETWORK
COMMON PROBLEMS ON WIRELESS NETWORK
 Installation of wrong driver version for the wireless network adapter.
If the occurs the network adapter might not work. The solution to get the right driver and
install it.

 Wireless network has their range and if it happens that you falls toward the end of the
range or out of the range, you might have problem with the strength of the network or
possibly not being able to connect to the network

SOLUTION
You might get a repeater: A repeater receives signal, regenerate it and rebroadcast it and
this extends the range of the wireless network.

 DHCP configuration error - this error do occur when trying to connect to a wireless
network. New access points comes with their own DHCP server which assigns addresses to
host using it own i.p format range like 192.168.0.x and if the network uses a different
address then there might be problem on the network.

SOLUTION
Disable the DHCP server on your access router.

 Too many user on the wireless network

If there are too many users on the network, the network becomes too slow and processes
on the network take time. This may lead to network congestion as well and it may be due
to;
I. Unsecured network,
II. Leakages of authentications by the users

SOLUTION
I.
The solution to Use includes;
this of secured network.
II. Use of intelligent
III password Use of MAC
. address filter

WIRED NETWORK

ERRORS / OR PROBLEMS ON WIRED NETWORK MEDIA

LOOP BACK ERROR CAUSES: This error occurs when the two ends of a network cable is plugged on
a single device (switch or hub). When this error occurs, the entire network from the switch is
down.
SOLUTION is to trace the network cable one by one from the network device to the host.

CABLE PROBLEM: Cables that connect different parts of a network can be shorted. A short
occurs when the wire conductor comes in contact with another conductive surface, changing
the path of the signal.
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SOLUTION
Cable testers can be used to test for many types of cable problems e.g cut cable, incorrect
cable connections, cable shorts, interference level, and connection problem.

NETWORK TOPOLOGY
ERROR THAT MAY OCCUR ON SOME OFTHE TOPOLOGIES
Network topology has to do with the way the workstations on a network are linked together. There
are three different types of the topology, and the errors that may occur on some topology are
below:

Bus Topology - in this topology, computer are connected in a straight line on a single cable
segment. The problem is with this connection is that a single break in the 'cable would take down
the entire network.

Star Topology - all computers are connected through a central connection point (hub).
 A single break in the cable would take down connection to that single computer.
 A failure in the Hub affects the whole system.

OTHER NETWORK PROBLEMS

CONGESTION: This occurs when there is too much traffic clogging network pathways.
Congestion can be caused by the following:

CAUSES
 Too many users on a network segment - for example, class c type of i.p address allows
just 254 hosts on the network and if all these have been used up, then the problem of
network congestion occurs.
 Increased power of new PCs and servers.

SOLUTION
The solution to congestion has been explained above (too many user on the network).

FILE CHECK SEQUENCE ERRORS (FCS)

This error occurs when packets are transmitted and received. Each contains a file check sequence
which allows the receiving device to determine if the packet is complete without examining each
bit.

CAUSES
 Network noise - this can occur if the cable is closed to noise sources or heavy machinery
 Faulty cable due to improper termination, untwisted etc can also cause this error

SOLUTION is to move it away from noisy environment and to change faulty cable

COLLISION ERROR
CAUSE
Collision occurs when more than one device tries to use the network at the same time. This occurs
on half duplex networks (such as hub)

SOLUTION- upgrade to full duplex.

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UNKOWN PROTOCOL
CAUSE
It occurs when the IP protocol port is not recognized by the network. IP protocol port may not be
recognized if the port is exceeding 1024.
SOLUTION
• Manufacturer's advice,
• Check if the port is
dynamically assigned
and if it can be
recognized.

SOFTW ARE
PROBLEMS
CAUSES
Network problems can often be traced to software configuration such as DNS configuration, WINS
configuration, the registry etc.
SOLUTION: check the configuration settings

DUPLICATE IP ADDRESSING
This occurs mostly when two or more workstations in the same network or sub network have been
assigned the same network (ip) address. This error is common mostly when there are more DHCP
servers or then the address are static.
SOLUTION: reassign with a new static ip that will not cause conflict, restart system or check DHCP
server.

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