DOMAIN 3.0: Diagnosing and Troubleshooting

This domain requires the ability to apply knowledge to diagnose and troubleshoot common problems relating to Windows 9x and Windows 2000. This includes understanding normal operation and symptoms relating to common problems.

Content Limits

3.1 Recognize and interpret the meaning of common error codes and startup messages from the boot sequence, and identify steps to correct the problems.
Content may include the following:
 
  • Safe Mode
 
  • No operating system found
 
  • Error in CONFIG.SYS line XX
 
  • Bad or missing COMMAND.COM
 
  • HIMEM.SYS not loaded
 
  • Missing or corrupt HIMEM.SYS
 
  • SCSI
 
  • Swap file
 
  • NT boot issues
 
  • Dr. Watson
 
  • Failure to start GUI
 
  • Windows Protection Error
 
  • Event Viewer – Event log is full
 
  • A device referenced in SYSTEM.INI, WIN.INI, Registry is not found

3.2 Recognize common problems and determine how to resolve them.
Content may include the following:
 
  • Eliciting problem symptoms from customers
 
  • Having customer reproduce error as part of the diagnostic process
 
  • Identifying recent changes to the computer environment from the user
 
  • Troubleshooting Windows-specific printing problems
 
  • Print spool is stalled
 
  • Incorrect/incompatible driver for print
 
  • Incorrect parameter
 
  • Other Common problems
 
  • General Protection Faults
 
  • Illegal operation
 
  • Invalid working directory
 
  • System lock up
 
  • Option (Sound card, modem, input device) or will not function
 
  • Application will not start or load
 
  • Cannot log on to network (option – NIC not functioning)
 
  • TSR (Terminate Stay Resident) programs and virus
 
  • Applications don’t install
 
  • Network connection
 
  • Viruses and virus types
 
  • What they are
 
  • Sources (floppy, emails, etc.)
 
  • How to determine presence