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Chapter Twenty-Two: Troubleshooting Theory, Oss, and Security

The document discusses troubleshooting theory, operating system problems and solutions, security issues and tools for desktop and mobile operating systems. It covers identifying problems, establishing causes, testing solutions, and documenting outcomes for troubleshooting.

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Pradeep Manral
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We take content rights seriously. If you suspect this is your content, claim it here.
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65 views18 pages

Chapter Twenty-Two: Troubleshooting Theory, Oss, and Security

The document discusses troubleshooting theory, operating system problems and solutions, security issues and tools for desktop and mobile operating systems. It covers identifying problems, establishing causes, testing solutions, and documenting outcomes for troubleshooting.

Uploaded by

Pradeep Manral
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Chapter Twenty-Two

Troubleshooting Theory, OSs, and


Security

© Wiley Inc. 2015. All Rights Reserved.


220-902 Objectives Covered
• 4.1 Given a scenario, troubleshoot PC operating system
problems with appropriate tools.
• 4.2 Given a scenario, troubleshoot common PC security
issues with appropriate tools and best practices.
• 4.3 Given a scenario, troubleshoot common mobile OS and
application issues with appropriate tools.
• 4.4 Given a scenario, troubleshoot common mobile OS and
application security issues with appropriate tools.
• 5.5 Given a scenario, explain the troubleshooting theory.

© Wiley Inc. 2015. All Rights Reserved.


Troubleshooting Theory
• Identify the problem: Question the user and identify user
changes to computer and perform backups before making
changes.
• Establish a theory of probable cause (question the
obvious): If necessary, conduct external or internal
research based on symptoms.
• Test the theory to determine cause: Once theory is
confirmed determine next steps to resolve problem. If
theory is not confirmed re-establish new theory or
escalate.
• Establish a plan of action to resolve the problem and
implement the solution.
• Verify full system functionality and if applicable
implement preventive measures.
• Document findings, actions, and outcomes.
•  
© Wiley Inc. 2015. All Rights Reserved.
Common OS Problems

• Proprietary Crash Screens


(BSOD/Pin Wheel)/Kernel Panic
• Failure to Boot
• Improper Shutdown
• Spontaneous Shutdown/Restart
• Device Fails to Start/Detected.
• Missing DLL Message
• Service Fails to Start.
© Wiley Inc. 2015. All Rights Reserved.
Common OS Problems (cont.)
• Compatibility Error
• Slow System Performance
• Boots to Safe Mode
• File Fails to Open
• Missing NTLDR
• Missing Boot Configuration Data
• Missing Operating System

© Wiley Inc. 2015. All Rights Reserved.


Common OS Problems (cont.)
• Missing Graphical Interface/GUI
Fails to Load
• Missing GRUB/LILO
• Multiple Monitor
Misalignment/Orientation

© Wiley Inc. 2015. All Rights Reserved.


Operating System Tools

• BIOS/UEFI
• SFC
• Logs
• System Recovery Options
• Repair disks
• Pre-installation environments
• MSCONFIG

© Wiley Inc. 2015. All Rights Reserved.


Operating System Tools (cont.)

• DEFRAG
• REGSRV32
• REGEDIT
• Event Viewer
• Safe mode
• Command prompt
• Uninstall/reinstall/repair

© Wiley Inc. 2015. All Rights Reserved.


Common Symptoms
• Pop-ups
• Browser redirection
• Security alerts
• Slow performance
• Internet connectivity issues
• PC/OS locks up
• Application crash

© Wiley Inc. 2015. All Rights Reserved.


Common Symptoms (cont.)
• OS update failures
• Rogue antivirus
• Spam
• Renamed system files
• Files disappearing
• Hijacked email
• Access denied
• Invalid certificate (trusted root CA)
© Wiley Inc. 2015. All Rights Reserved.
Security Tools

• Antivirus software
• Antimalware software
• Recovery console
• Terminal
• System restore/Snapshot

© Wiley Inc. 2015. All Rights Reserved.


Best Practices of Malware
Removal in Windows
• Identify malware symptoms.
• Quarantine infected system.
• Disable System Restore.
• Remediate infected systems.
• Schedule scans and updates.
• Enable System Restore and
create a restore point.
• Educate the end user.
© Wiley Inc. 2015. All Rights Reserved.
Common Mobile Problems

• Dim display
• Intermittent wireless
• No wireless connectivity
• No Bluetooth connectivity
• Cannot broadcast to external monitor
• Touchscreen non-responsive
• Apps not loading

© Wiley Inc. 2015. All Rights Reserved.


Common Mobile Problems
(cont.)
• Slow performance
• Unable to decrypt email
• Extremely short battery life
• Overheating
• Frozen system
• No sound from speakers
• Inaccurate touchscreen response
• System lockout

© Wiley Inc. 2015. All Rights Reserved.


Mobile Tools/Solutions

• Hard reset
• Soft reset
• Close running applications
• Reset to factory default
• Adjust configurations/settings
• Uninstall/reinstall apps
• Force stop

© Wiley Inc. 2015. All Rights Reserved.


Common Mobile Security
Issues
• Signal drop/weak signal
• Power drain
• Slow data speeds
• Unintended Wi-Fi connection
• Unintended Bluetooth pairing
• Leaked personal files/data
• Data transmission overlimit

© Wiley Inc. 2015. All Rights Reserved.


Common Mobile Security
Issues (cont.)
• Unauthorized account access
• Unauthorized root access
• Unauthorized location tracking
• Unauthorized
camera/microphone activation
• High resource utilization

© Wiley Inc. 2015. All Rights Reserved.


Mobile Security Tools

• Antimalware
• App scanner
• Wi-Fi analyzer
• Cell tower analyzer
• Backup/restore

© Wiley Inc. 2015. All Rights Reserved.

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