Understanding and Troubleshooting Your PC
Dec 27, 2015
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Chapter Objectives
In this chapter, you will learn:– About maintaining your PC, including how to make
backups– How to protect against viruses, Trojan horses, and
worms– About approaches for troubleshooting a PC
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Performing Routine Maintenance Tasks
Organize the hard drive root directory– Organizing the files and folders on your hard drive makes it
easier to find files and can help you back up and recover files more easily
– Keep all of your documents and other files in your My Documents folder
– Do not store files on the desktop– Keep application software files and their data in separate
directories– The root directory of the hard drive should contain only
folders and system startup files or initialization files for software
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Performing Routine Maintenance Tasks
Create rescue disks Document all setup changes, problems, and solutions Record setup data Take practical precautions to protect software and
data– Backup the system state and create a restore point before
installing a new software package– Do not store data files in the same directory as the software– Enable settings to hide protected files from the user– Back up original software– Back up data on the hard drive
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Backup Approaches
A full backup backs up all data from the hard drive or a directory or folder of the hard drive
An incremental backup backs up only files that have changed or been created since the last backup
Differential backups backs up files that have changed or been created since the last full backup
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Disk Cloning Software
Disk cloning is the creation of a complete image or copy of a computer’s hard drive, usually used to deploy a new operating system with application software on multiple computers in a corporate network or educational computer lab– Norton Ghost– Drive Image– ImageCast
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Creating a Preventative Maintenance Plan
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Protecting against Viruses, Trojan Horses, and Worms
A malicious logic program is any program that acts without a user’s knowledge, deliberately changes the computer’s operations, and does varying degrees of damage to data and software
Antivirus software protects a computer against infection by identifying and removing any malicious logic programs in memory, in storage, or on files coming in as e-mail attachments
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Computer Viruses
A computer virus is a program designed to infect a computer and replicate itself by attaching itself to other programs
The payload is the destructive event or prank the virus was created to deliver
All viruses have three characteristics:– Has an incubation period– Performs an unwanted function– Replicates itself
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Types of Viruses
A file virus inserts virus code into program files or executable files
A macro virus uses the macro language of an application to hide virus code
A boot sector virus replaces the boot program used to start the computer system with a modified, infected version of the boot program
Master Boot Record (MBR) viruses attack disks in the same manner as boot sector viruses– MBR viruses typically save a legitimate copy of the master
boot record in a different location on the hard disk
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Types of Viruses
A multipartite virus has characteristics of a boot sector virus and a file virus
A logic bomb is a program that is activated when a certain condition is detected
A time bomb is a type of logic bomb that is activated on a particular date
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How Viruses Hide
Antivirus software detects a known virus by looking for distinguishing characteristics called a virus signature, which is a known pattern of virus code
A polymorphic virus changes its distinguishing characteristics as it replicates
An encrypting virus can transform itself into a nonreplicating program to avoid destruction by antivirus program
A stealth virus actively conceals itself
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Trojan Horses
A Trojan horse is a destructive program disguised as a real application, such as a screen saver
Trojan horses can delete files, capture information from your system, or open up a back door that allows a hacker to control your computer remotely– AOL4FREE
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Worms
A worm is a malicious logic program that replicates by creating copies of itself, either on one computer or any number of computers on a network
Eventually, no memory or disk space remains because the worm is using up all system resources
Worms on the Internet routinely perform port scanning
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Hoaxes
A virus hoax is an e-mail message that spreads a false virus warning, usually in chain letter fashion, from person to person
Before ignoring a virus warning, you should check with reputable references to determine if a virus warning is legitimate or a hoax
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Using Antivirus Software
Install an antivirus program on your computer and update it frequently
Perform routine system scans on your computer
Most antivirus programs contain an auto-update feature that regularly prompts users to download the new virus signature or definition files
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Handling an Infection
Run a virus scan using your antivirus software to detect and delete the malicious logic program
If the antivirus program cannot remove the infection, it often quarantines the infected file
Using a recovery disk, the antivirus program can attempt to repair damaged files
In extreme cases, you may need to reformat the hard disk to remove a virus
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Troubleshooting Tools:Building a PC Toolkit
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Troubleshooting Tools:Building a PC Toolkit
Other tools that are helpful to have in a PC toolkit include:– Antistatic bags– Needle-nose pliers– Flashlight– AC outlet ground tester and multimeter– Small cups, bags, or plastic containers– Pen and paper– Utility software
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Utility and Diagnostic Software
Utility software is a program that performs a specific task, usually related to managing system resources or identifying a problem with a PC
Diagnostic software generally is used to identify hardware problems
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Approaches for Troubleshooting a PC: Fundamental Rules
Make backups before making changesFollow the important safety precautionsApproach the problem systematicallyIsolate the problem
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Approaches for Troubleshooting a PC: Fundamental Rules
Do not assume the worstCheck simple things firstBecome a researcherKnow your starting point
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Approaches for Troubleshooting a PC: Fundamental Rules
Establish your prioritiesDo not rushWrite things downTake a break
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Gathering Information:Investigating the Problem
What operating system is installed?What physical components are installed?What is the nature of the problem?Can you duplicate the problem?
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Gathering Information:Isolating the Problem
Consider the possibilitiesEliminate simple things firstEliminate the unnecessaryTrade good for suspected badTrade suspected bad for good
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Gathering Information:Intermittent Problems
The trick in diagnosing problems that come and go is to look for patterns or clues as to when the problems occur
If you cannot reproduce the problem, keep a log of when the problems occur and exactly what messages appear– Take a screen capture
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Chapter Summary
In this chapter, you learned:– About maintaining your PC, including how to make
backups– How to protect against viruses, Trojan horses, and
worms– About approaches for troubleshooting a PC