Classroom PC Troubleshooting 101

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Classroom PC Troubleshooting 101

• Presented by
• Rima Duhon
• Region 4 Teaching, Learning and
• Technology Center Branch Lab
• LACUE, December 2003

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PC Troubleshooting Topics

• Protecting your computer the network
• Types of Threats
• Antivirus Software
• Windows Updates
• Hardware Issues
• Computer, Monitor, Printer Network
• Shortcut Keys
• Defragmenting and Scan Disc
• Software Issues
• Freezing
• Error Messages
• Other
• Questions

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Protecting Your Computer and the Network

• Types of Threats
• Operating System Updates
• Antivirus Software

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Types of Threats

• Adware
• Dialers
• Hack Tools
• Hoax
• Remote Access
• Spyware
• Trojan Horse
• Virus
• Worm

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Types of Threats

• What you can do about Ad Ware or Spy Ware
• Regularly delete cookies and temporary internet
  files, and empty cache
  
• Install Ad Ware program and run regularly i.e.
  Ad-aware from Lavasoft (free)
  http//www.lavasoft.de/support/download/free
  
• Install Spyware software and run regularly, i.e.
  Spybot

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Viruses

• Unwanted program or code that replicates
• spreads from computer to computer and can
  sometimes be very malicious.
  
• Runs without the user knowing it.
• Can change system files without your knowledge
  and cause computer to do strange things, even
  crash.
  
• Can send itself out via email to infect others.
• email attachment
• Be cautious of downloading files that contain
  macros
  

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Viruses Current Alerts

• Win32.Swen.A - email Microsoft Update notice
• Win32.Mimail.J PayPal expired account notice
• Win32.Bugbear.B - jdbgmgr.exe
• Win32.Holar.G - When the worm counter reaches 31,
  the worm attempts to disable the mouse and
  keyboard and deletes files from the local hard
  disk.
• Win32.Nachi.A - worm exploits Dcom RPC
  vulnerability (Windows XP, 2000, NT 4.0)
  
• Win32.Poza - worm using the exploit described in
  MS03-026 to gain access to unpatched Windows
  installations

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Viruses Trojan Horses

• Trojan Horses are impostors--files that claim to
  be something desirable but, in fact, are
  malicious.
  
• They do not replicate themselves.
• Contain malicious code that when triggered can
  cause loss, or even theft, of data.
  
• Sent by email to you it does not email itself.
• opening an email attachment or downloading and
  running a file from the Internet.

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Viruses Trojan Horses

• Backdoor.SubSeven is a Trojan horse, similar to
  Netbus or Back Orifice. It enables unauthorized
  people to access your computer over the Internet
  without your knowledge.
• PWSteal.Trojan attempts to steal login names and
  passwords.
  
• Do not save passwords on your computer!
• JS.Seeker

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Viruses Worms

• Worms are programs that replicate themselves from
  system to system without the use of a host file.
  
  
• In contrast to viruses which requires the
  spreading of an infected host file.
  
• There is a difference between how worms and
  viruses use the host file. Usually the worm will
  release a document that already has the "worm"
  macro inside the document. The entire document
  will travel from computer to computer via the
  network, so the entire document should be
  considered the worm.

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Hoax

• Also called viruses
• Email in chain letter fashion
• describes some devastating, highly unlikely type
  of virus or a big pay off if you forward the
  email
  
• Microsoft is not going to pay you for beta
  testing anything!
  
• Victorias Secret is not going to send you a
  coupon for forwarding an email!
  
• The Teddy Bear hoax has you delete a program
  that was installed with Windows. jdbmgr.exe is
  the Java Debugger Manager and does have an icon
  that looks like a Teddy Bear.
• With this, YOU are the virus!

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Hoax

• How do you know if something is a hoax?
• Access one of the following web sites
• Hoaxbusters
• http//hoaxbusters.ciac.org/
• This site is a Federal computer system and is the
  property of the United States Government. It is
  maintained by the US Department of Energy.
  
• They maintain a list of known hoaxes.
• Symnantec Security Response http//www.symantec.co
  m/avcenter/hoax.html
  
• Sophos http//www.sophos.com/virusinfo/explained/
  teachers.html
  

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Anti-Virus Software

• The best defense is a good offense--Install
  anti-virus software, update it regularly (daily)
  and run it DAILY.
  
• Free AVG from Grisoft available at
  www.grisoft.com
  
• Use the licensed version of the Anti-Virus
  software purchased by your district.
  

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Protect Your Computer

• Create a bogus email address in your address
  book, i.e. aa_at_none.com
  
• Do not open or download files from unknown or
  forwarded emails and be cautious of those from
  people you do know. File extensions to look for
  
• .pif or a dual extension .exe.pif
• If on a network you open the whole system up for
  infection.
  
• Do not run or download executable files (.exe or
  .zip extension) from the Internet or any attached
  to an email.

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Protect Your Computer

• Rather than sending a document as an attachment,
  whenever possible paste the text from the
  document into the body of your email.
  
• Save any Word files in Rich Text Format (RTF) as
  opposed to DOCs. RTF files do not support the
  macro language and cannot carry viruses.
  
• Do not download games from web sites.
• Check for Microsofts security updates
  regularly.
  
• Write-protect floppy disks before inserting them
  into other users' computers.

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Protect Your Computer

• Establish, and enforce, a SCAN FIRST policy if
  you allow others/students to use floppies from
  outside of the classroom/home.
  
• Insert diskette then run an anti-virus scan on
  the 3-1/2 floppy drive before allowing any file
  to be opened.
  
• Insert CD-ROM then run an anti-virus scan on the
  CD-ROM drive before allowing any file to be
  opened (generally applies to CD-R or CD-RWs)

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Protect Your Computer

• Backup important data regularly.
• If data can be easily reproduced dont worry
  about it.
  
• Schedule regular (daily) tests by anti-virus
  software and make sure the computer is on prior
  to the scheduled run time!

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Protect Your Computer

• There are two things that are most important in
  protecting your computer and your systems
  network
  
• Install, Update and Run Anti-Virus Software
  DAILY.
  
• Update Windows operating system directly from the
  Microsoft web site (www.microsoft.com) or set
  your computer to check for updates
  automatically.
• Note Windows XP requires log in as
  administrator to receive install updates
  

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PC Troubleshooting

• Hardware Issues

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Hardware Issues

• The computer, monitor or printer will not power
  up.

• Check the cable connections to assure they are
  tightly inserted (pushing, never rocking--Bent
  pins can cause a problem).

• Check the surge protector, it may be unplugged
  or turned off.

• Unplug from surge protector and plug directly
  into power source (surge protector may be bad).
  

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Hardware Issues

• If a printer will not power up and all
  connections are tightly inserted, get another
  printer power supply and try it.
  
• If it works the power supply needs to be
  replaced.
  

• Check with school custodian, inform of power
  problem and ask him/her to check
  switches/breakers to your classroom.

• If all of the above fails follow your districts
  technology department procedures for requesting
  technical/repair assistance.

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Hardware Issues

• If monitor screen is black

• Make sure the monitor is turned on.

• If energy saving feature is on the system may
  be sleeping, press a key on the keyboard or move
  the mouse around a bit and wait to see if the
  monitor comes on. Power light on monitor will be
  amber rather than green if sleeping (timed out).

• Check power cord for tight connection and see
  that is plugged into power supply.

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Hardware Issues

• If power is on and cables are connected but still
  have a dark screen, check brightness and/or
  contrast controls and adjust settings.

• Get another monitor that you know is working and
  establish that the video card is working.

• If the other monitor works, the original monitor
  may be faulty.
  
• If the other monitor does not work, the video
  card may be at fault.

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Hardware Issues

• The computer started up with a blue screen
  stating that the system had not been properly
  shut down and a scan started running.

• This will occur when the power button is pushed
  to turn the computer off without going to Start,
  Shut Down.

• Let the scan run and once completed normal
  startup will begin.

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Hardware Issues

• A red, green and blue striped box is displayed on
  the monitor with the text No Sync Input.

• This means that the monitor is on but it is not
  receiving a signal from the system.

• Turn the desktop/tower on at the power switch.

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Hardware Issues

• I cannot print.

• There are many things that can cause this
  problem
  
• Check to see that printer is turned on.

• Shared Printer
• If the printer is connected to another computer,
  make sure that the shared computer is turned on.

• Default Printer
• Make sure that you are trying to print to the
  right printer by going to File, Print and
  double-checking which printer is identified in
  the printer name box.

• Check/Change Cable

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Hardware Issues

• Connect printer to another computer and try
  printing from it.
  
• If prints problem may be within the computer
• If does not print problem may be with the
  printer.
  
• Check manufacturer web site for updated printer
  drivers, download and install. Try printing
  again.
  
• Uninstall then reinstall printer software. Try
  printing again.
  
• Access the printer diagnostic program.
• Turn the printer off and restart the computer.

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Hardware Issues

• The numeric keypad does not work.
• The Num Lock must be on, indicated by a green
  light.
  
• If Num Lock is off, push the Num Lock key in the
  upper left corner of the numeric keypad.

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Hardware Issues

• The keyboard is frozen.
• Shut the computer down.
• Unplug the keyboard from the port and reinsert
  tightly.
  
• Wait about 60 seconds then turn power back on.
• If you did not save prior to the keyboard
  freezing you may lose all data entered after the
  last save.

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Hardware Issues

• The mouse is frozen.
• If it is a new mouse you may need to install the
  mouse software.
  
• Check to make sure that the connection is tight
  (push, never wiggle). Check pins.
  
• Save what youre working on by using the shortcut
  keys Ctrl S then shut the computer down.
  Unplug and reconnect mouse cable to the port
  tightly (pushing not wiggling). Wait 60 seconds
  and then power up again.

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Hardware Issues

• Check to see that mouse ball is inserted
  (children love to take them and use them as a
  marble!).
  
• If the mouse ball is missing you can still work
  using shortcut keyssee handout.
  
• Clean the inside of the mouse, gunk collects
  inside the housing for the mouse ball which may
  cause problems.
  

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Hardware Issues

• To clean the wheels inside the mouse
• Remove the cover from the back of the mouse.
• Remove the mouse ball.
• Use a Q-Tip dipped in rubbing alcohol to gently
  rub buildup from wheels.
  
• Replace mouse ball and cover.

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Hardware Issues

• Computer is frequently freezing, hanging, or
  crashing.
  
• Freezing usually describes the system suddenly
  becoming completely inactive while running with
  no error messages on the screen, the mouse
  pointer will not move, and pressing keys has no
  effect (yet system beeps may be heard).

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Hardware Issues

• You will probably lose all work if you have not
  saved prior to the system freezing.
  
• Press Ctrl Alt Del simultaneously. The
  Close Program dialog box will open. If a program
  is not responding this will be noted.
  
• Click on the program name.
• Press the End Task button. If another window
  opens press End Task again.

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Hardware Issues
If system remains frozen then you must shut down

• Press Ctrl Alt Del again then press Shut
  Down button.
  
• Press the Reboot button, not the power button,
  to restart the system.
  
• Press the Power button on the desktop/tower and
  let system cool down for several minutes before
  restarting.
  
• Last resort, unplug from power supply then
  reconnect and power up again.

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Hardware Issues

• Computer is slow to load or run programs.
• Delete Findfast from your system.
• Check the space available on the C drive.
• Delete all temporary internet files and cookies
  (If not emptied on a regular basis they can
  consume a lot of memory).
  
• Delete unnecessary programs or files.
• Run Scan Disc and then Defragment the C drive
  see handout.

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Scan Disc Defragment

• Open My Computer then right-click on the C
  drive. Click Properties in the pop-up menu.
  
• The Properties dialog box opens with the General
  tab active.
  
• DiskCleanup
• Click the Tools tab.
• Error Checking
• Defragment

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Hardware Issues

• Computer started in Safe Mode.
• You can still use your computer but Windows loads
  minimal or limited options.
  
• This is Windows way of indicating that there is a
  problem.
  
• You can restart the computer and it should start
  up in normal mode.

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Network Issues

• I cannot access the Internet.
• Did you log on to the network correctly?
• Check the T1-line into the computer to make sure
  that it is tightly inserted and that a green
  light is on.
  
• Remove and reinsert line.
• Try another T1-line.
• See if other computers in school
• are having the same problem.
• Reset the hub/check with school
• technology liaison.
• Contact Technical Department if
• schools network access is down.

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PC Troubleshooting

• Software Issues

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Software Issues

• To find out what version of Windows is installed,
  what type of processor is installed or how much
  RAM the computer has

• Right click on the My Computer icon on the
  desktop. A pop-up menu appears.
  
• On the pop-up menu click Properties.
• In the System Properties dialog box the General
  tab will be active and displaying all system
  information.

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Software Issues
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Software Issues

• The program Im working in has frozen.
• Press Ctrl Alt Del simultaneously. The
  Close Program dialog box will open. If a program
  is Not Responding this will be noted.
  
• Note See Hardware Issues Freezing and follow
  same procedures

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Software Issues

• While working on a document my system froze. I
  received a Fatal Error Message after pressing
  End Task from the Close Program dialog box.
  
• OR
• While running a program you received a full blue
  screen that said there was a Fatal Exception
  Error.
  

This is called the Blue Screen of Death!
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Software Issues

• Two options were provided, which do I choose
  Hit any key to continue or press CtrlAltDel
  ?
  
• Press any key to continue If you choose this
  option you may or may not get back to the
  document that you were working on prior to this
  error occurring.
• Press CtrlAltDel This will reboot the system
  and restart it.

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Software Issues

• I turned the computer on, my system will not boot
  up, and the following message appeared

• There is a floppy diskette in the 3-1/2 Floppy
  drive. Eject the floppy diskette then press any
  key.

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Software Issues

• After saving to a floppy diskette I ejected the
  disk and the following screen appeared. I cannot
  get back to my desktop.

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Software Issues

• When I try to start a program from the shortcut I
  get a Missing Program error.
  
• If the program was moved from its original
  location, delete the old shortcut and create a
  new shortcut to the new location.
  
• The program may have been deleted without being
  properly uninstalled see handout on how to
  uninstall a program.

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Software Issues

• The shortcut is trying to access the program from
  the CD-ROM drive but the program is not in the
  drive.
  
• A second hard drive or another drive has been
  installed which kicked the CD-ROM letter up to a
  new lettersee handout for instructions on how to
  redirect shortcut.

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Software Issues

• One of my students has downloaded a picture from
  the Internet onto the desktop. How do I get the
  picture off and get back to the regular desktop?
  
• See handout for instructions on Display
  Properties.

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Software Issues

• My desktop, mouse pointer and sounds have been
  changed. How do I go back to the original
  settings?
  
• See handout for instructions on Display
  Properties, how to reset the mouse pointer and
  how to reset sounds.

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Software Issues

• I was inserting text into a document and it was
  erasing the text as I typed rather than
  inserting.
  
• The Insert key was toggled off.
• Push the Insert key located between the
  alpha-numeric keys and the numeric keypad.
  
• If working in MS Word, you can Undo back to the
  original text--see handout for alternate method
  of toggling the Insert option on and off in Word.

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Credits

• Computer Associates (CA) available at
• http//www3.ca.com/virusinfo/glossary.aspx
• Donald Gremilion, Network Specialist, Vermilion
  Parish School Board
  
• Grisoft, Inc. (AVG) available at www.grisoft.com
  Kim Bergeron, IT Facilitator, Lafayette Parish
  School System
  
• Symantec available at
• http//securityresponse.symantec.com/avcenter/refa
  .htmlDistribution
  
• Mike Dartez, Instructional Assistant, Region 4
  TLTC
  
• Wendel Zerangue, Network Administrator, Lafayette
  Parish School System
  

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Do you have any Questions?