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This section discusses an approach for solving system problems. Meticulous record-keeping is essential to successful troubleshooting. You should keep readily accessible all records of the network layout, cabling, previous problems and their solutions, and dates of installation of hardware and software.
Many problems can be avoided with routine virus checks. Be sure to check for viruses before installing or upgrading Windows 98 on a computer that is already in use.
Caution
Anti-virus software may interfere with the installation of Windows 98. Disable all anti-virus software before running setup for any operating system. Once Windows 98 is successfully installed, re-enable the anti-virus protection.
To troubleshoot a problem, follow these general guidelines:
Start troubleshooting by gathering information. Develop a clear understanding of the symptoms and collect pertinent system information to understand the environment in which they occur. Precisely what is not working correctly? Under what conditions does the problem occur? Which aspects of the operating system control those conditions? Is the problem specific to an application, or is it specific to a subsystem (networks, video, and so on)?
Try to narrow down exactly what you expect to have happen versus what is happening.
Consider the following:
One strategy for isolating the source of the problem is to attempt to reproduce the symptom using another application that offers similar functionality. If the problem is reproducible, it might be subsystem- or hardware-related. If the problem is not reproducible, investigate the application itself.
Check to see if the problem is a common issue by reviewing Help and the TXT files included on the Windows 98 compact disc. For example, check Setup.txt and Readme.txt.
See the Troubleshooting topic in Help for the Windows 98 Troubleshooters. Use the Troubleshooters to diagnose and solve technical problems with the following system components and events:
To get troubleshooting assistance from Windows 98 Help
Try to identify all the variables that could affect the problem. As you troubleshoot the problem, try to progressively eliminate these variables to isolate the root cause of the issue. Keep records of what you do and the effect of each action. If you must eventually escalate your issue to a support provider, your detailed notes will be invaluable to the technician.
Eliminating variables helps determine the cause of a problem. Do symptoms manifest themselves when you run the system in Safe Mode? If not, you can use the System Configuration Utility (Msconfig.exe) to identify problems with software loading during a normal startup. By selecting Diagnostic startup – interactively load device drivers and software and following the instructions you can safely eliminate all of the items at once to determine if the problem can be isolated using the tool. If the symptoms are no longer reproducible, you can add items back in its Selective startup until the symptoms reappear, thus identifying the problem’s source. The System Configuration Utility is described later in this chapter.
Caution
Do not modify Config.sys and Autoexec.bat until you have determined it is safe to do so. Your system might require legacy software to access the hard disk through a drive overlay or compression. If your system will run in Safe Mode, you can modify these files without losing access to the drive.
Windows 98 does not load protected-mode device drivers when it is run in Safe Mode. If you determine that the problem is not with software loading at startup using Msconfig.exe, you could attempt to isolate the problem with the protected-mode configuration by disabling suspect devices’ drivers. To do so, in Control Panel double-click System and then click the Device Manager tab.
Caution
The Plug and Play specification allows an operating system to disable devices at the hardware level. For example, if you disable a COM port in Device Manager, you may be required to enter the CMOS or system setup to re-enable it.
If the problem is the result of a recent change to the system, undo that change. Microsoft System Information (MSInfo) maintains a history of device drivers installed on the system. If you are unsure of a system’s recent history, use MSInfo to better understand what has happened. If a device fails and its history indicates a recent upgrade to a new driver, replace it with the original driver and retest. If an update installed from the Windows Update Web site fails to meet your expectations, restore the original files by running the Update Wizard Uninstall from the Tools menu in MSInfo. If everything was fine yesterday, try restoring yesterday’s configuration files by running MS-DOS-based Registry Checker with the /restore command prompt option (Scanreg /restore). Restoring a previous day’s backup set will result in the loss of any changes made in the interim. Registry Checker is described in "Using Registry Checker" and "Restoring the Registry" later in this chapter.
Test each modification individually to see if it solved the problem. Make note of all modifications and their effect on the symptoms. This provides you with the information product support personnel will request if you eventually determine you need their assistance, and it provides an excellent reference for future troubleshooting.
Technical newsgroups offer peer support for common computer problems. When possible, post persistent problems on the appropriate online forum. Other users may have already discovered, reported, and found workarounds for your problem. Suggestions from others may save you time in tracking down the source of the problem by giving you direction for your troubleshooting. For more information about technical support resources such as Microsoft TechNet, see http://www.microsoft.com/.
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