Apply the principles of resolving problems for single- user and multi-user computer operating systems 114183

PURPOSE OF THE UNIT STANDARD This unit standard is intended: To provide proficient knowledge of the areas covered. For those working in, or entering the workplace in the area of Information Technology and Computer Sciences.

People credited with this unit standard are able to: Describe diagnostic tools for single-user and multi-user computer operating systems. Identify problems for single-user and multi-user computer operating systems and Resolve problems for single-user and multi-user computer operating systems. The performance of all elements is to a standard that allows for further learning in this area.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING The credit value of this unit is based on a person having prior knowledge and skills to : Use single-user and multi-user computer operating systems and user applications. Resolve technical computer problems.

UNIT STANDARD RANGE The level assigned to this unit standard is appropriate because the individual needs to generate ideas through the analysis and the formulation of responses to well and abstract problems. Need to analyse and evaluate information; exercise significant judgement across a range of functions and accept responsibility for determining and achieving personal outcomes.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 45

INDEX Competence Requirements Page Unit Standard 114183 alignment index Here you will find the different outcomes explained which you need to be proved 47 competent in, in order to complete the Unit Standard 114183. Unit Standard 114183 49 Software diagnostic tools for single- and multi-user computer operating systems 52 Problems related to single-user and multi-user computer operating systems 55 Resolve problems with single-user and multi-user computer operating systems 58 Self-assessment Once you have completed all the questions after being facilitated, you need to check the progress you have made. If you feel that you are competent in the areas 63 mentioned, you may tick the blocks, if however you feel that you require additional knowledge, you need to indicate so in the block below. Show this to your facilitator and make the necessary arrangements to assist you to become competent.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 46

Unit Standard 114183 – Alignment Index SPECIFIC OUTCOMES AND RELATED ASSESSMENT CRITERIA Describe software diagnostic tools for single-user and multi-user computer SO 1 operating systems AC 1 The description outlines the function and operation of software diagnostic tools. AC 2 The description identifies the factors influencing the selection of tools Identify problems related to single-user and multi-user computer operating SO 2 systems AC 1 Problems are identified, explained and described within agreed timeframe. AC 2 The cause(s) of the problem are established without trial and error process AC 3 Problems are logged/recorded for future reference SO 3 Resolve problems with single-user and multi-user computer operating systems AC 1 The solution uses an industry recommended procedure to diagnose problems. AC 2 The solution uses a diagnostic tool to diagnose problems AC 3 The solution to the problem is justified by diagnostic evidence The solution documents the causes and resolutions of problems according to AC 4 industry recommended practice The solution ensures that the operating systems are returned to service, free of AC 5 problem symptoms

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 47

CRITICAL CROSS FIELD OUTCOMES UNIT STANDARD CCFO IDENTIFYING Identify and solve problems in which responses display decision using critical and creative thinking by acquiring understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts.

UNIT STANDARD CCFO WORKING Work effectively with others as a member of a team, group, organisation and/or community by understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.

UNIT STANDARD CCFO ORGANISING Organise and manage him/her self and his/her activities responsibly and effectively.

UNIT STANDARD CCFO COLLECTING Collect, analyse, organise, and critically evaluate information.

UNIT STANDARD CCFO COMMUNICATING Communicate effectively using visual, mathematical and/or language skills in the modes of oral and written presentation.

UNIT STANDARD CCFO DEMONSTRATING Demonstrate an understanding of the world as a set of related systems by recognising that problem solving contexts do not exists in isolation ESSENTIAL EMBEDDED KNOWLEDGE  Familiar with Application Systems. The application of automated systems to the support of specific business functions or processes. E.g.: enterprise resource planning, sales forecasting, airline reservations, petroleum reservoir modelling.  Familiar with Configuration Management. The control and management of ICT assets (or configuration items) including hardware, software, documentation, services, suppliers and network facilities by the use and application of strict change management and recording.  Familiar with Operating Systems. "System" software which controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. E.g.: Windows NT, MVS, UNIX.  Familiar with Corporate, Industry and Professional Standards. Standards associated with the practitioner`s current Role. E.g.: safety standards, departmental programming standards, organisational network performance standards, help desk procedures, corporate quality and change management processes, IT Infrastructure Library.  Familiar with Operating Infrastructure. Knowledge of the ICT infrastructure (hardware, databases, operating systems, local area networks etc) used within own organisation.  Proficient in Desktop Software. The use of everyday desktop software. E.g.: word processing, spreadsheets, graphics.  Familiar with Customer Service Techniques. Techniques for ensuring that full account is taken of customers` real and stated needs in the delivery of products and services.  Familiar with Progress Reporting. Methods and techniques for reporting progress and financial compliance against an agreed plan.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 48

All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.

SOUTH AFRICAN QUALIFICATIONS AUTHORITY REGISTERED UNIT STANDARD:

Apply the principles of resolving problems for single-user and multi-user computer operating systems SAQA ID UNIT STANDARD TITLE 114183 Apply the principles of resolving problems for single-user and multi-user computer operating systems ORIGINATOR SGB Information Systems and Technology FIELD SUBFIELD Field 10 - Physical, Mathematical, Computer and Life Information Technology and Computer Sciences Sciences ABET UNIT STANDARD PRE-2009 NQF LEVEL NQF LEVEL CREDITS BAND TYPE Undefined Regular Level 5 Level TBA: Pre-2009 7 was L5 REGISTRATION STATUS REGISTRATION REGISTRATION END SAQA DECISION START DATE DATE NUMBER Reregistered 2018-07-01 2023-06-30 SAQA 06120/18 LAST DATE FOR LAST DATE FOR ACHIEVEMENT ENROLMENT 2024-06-30 2027-06-30

PURPOSE OF THE UNIT STANDARD This unit standard is intended:  To provide proficient knowledge of the areas covered.  For those working in, or entering the workplace in the area of Information Technology and Computer Sciences.

People credited with this unit standard are able to:  Describe software diagnostic tools for single-user and multi-user computer operating systems.  Identify problems for single-user and multi-user computer operating systems and  Resolve problems for single-user and multi-user computer operating systems.  The performance of all elements is to a standard that allows for further learning in this area.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING The credit value of this unit is based on a person having prior knowledge and skills to :  Use single-user and multi-user computer operating systems and user applications.  Resolve technical computer problems.

UNIT STANDARD RANGE Specific Outcomes and Assessment Criteria: SPECIFIC OUTCOME 1 Describe software diagnostic tools for single-user and multi-user computer operating systems. ASSESSMENT CRITERION 1 1. The description outlines the function and operation of software diagnostic tools.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 49

ASSESSMENT CRITERION 2 2. The description identifies the factors influencing the selection of tools.

SPECIFIC OUTCOME 2 Identify problems related to single-user and multi-user computer operating systems. OUTCOME RANGE Problem types - configuration, file management, user access. ASSESSMENT CRITERION 1 1. Problems are identified, explained and described within agreed timeframe. ASSESSMENT CRITERION 2 2. The cause(s) of the problem are established without trial and error process. ASSESSMENT CRITERION 3 3. Problems are logged/recorded for future reference.

SPECIFIC OUTCOME 3 Resolve problems with single-user and multi-user computer operating systems. OUTCOME RANGE Problem types - configuration, file management, user access. ASSESSMENT CRITERION 1 1. The solution uses an industry recommended procedure to diagnose problems. ASSESSMENT CRITERION 2 2. The solution uses a diagnostic tool to diagnose problems. ASSESSMENT CRITERION 3 3. The solution to the problem is justified by diagnostic evidence. ASSESSMENT CRITERION 4 4. The solution documents the causes and resolutions of problems according to industry recommended practice. ASSESSMENT CRITERION 5 5. The solution ensures that the operating systems are returned to service, free of problem symptoms.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS  The relevant Education and Training Quality Authority (ETQA) must accredit providers before they can offer programmes of education and training assessed against unit standards.  An assessor, accredited by the relevant ETQA, will assess the learner`s competency.  Assessment procedures will be supplied by the ETQA in alignment with NSB requirements.  All assessment activities must be fair, so that all candidates have equal opportunities. Activities must be free of gender, ethnic or other bias.  Assessment procedures, activities and tools must be transparent, affordable and support development within the field, sub-field and NQF.  Questions and answers to determine theoretical knowledge are expected.  Examination of an assessment portfolio.  Reporting skills are demonstrated by effective communication, using verbal (language) and/or writing skills.  Direct observation in simulated or actual work conditions.

Moderation Process:  Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.  Moderation procedures, activities and tools must be transparent, affordable and support development within the field, sub-field and NQF.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE  Familiar with Application Systems. The application of automated systems to the support of specific business functions or processes. E.g.: enterprise resource planning, sales forecasting, airline reservations, petroleum reservoir modelling.  Familiar with Configuration Management. The control and management of ICT assets (or

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 50

configuration items) including hardware, software, documentation, services, suppliers and network facilities by the use and application of strict change management and recording.  Familiar with Operating Systems. "System" software which controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. E.g.: Windows NT, MVS, UNIX.  Familiar with Corporate, Industry and Professional Standards. Standards associated with the practitioner`s current Role. E.g.: safety standards, departmental programming standards, organisational network performance standards, help desk procedures, corporate quality and change management processes, IT Infrastructure Library.  Familiar with Operating Infrastructure. Knowledge of the ICT infrastructure (hardware, databases, operating systems, local area networks etc) used within own organisation.  Proficient in Desktop Software. The use of everyday desktop software. E.g.: word processing, spreadsheets, graphics.  Familiar with Customer Service Techniques. Techniques for ensuring that full account is taken of customers` real and stated needs in the delivery of products and services.  Familiar with Progress Reporting. Methods and techniques for reporting progress and financial compliance against an agreed plan.

Critical Cross-field Outcomes (CCFO): UNIT STANDARD CCFO IDENTIFYING Identify and solve problems in which responses display decision using critical and creative thinking by acquiring understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. UNIT STANDARD CCFO WORKING Work effectively with others as a member of a team, group, organisation and/or community by understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions. UNIT STANDARD CCFO ORGANISING Organise and manage him/her self and his/her activities responsibly and effectively. UNIT STANDARD CCFO COLLECTING Collect, analyse, organise, and critically evaluate information. UNIT STANDARD CCFO COMMUNICATING Communicate effectively using visual, mathematical and/or language skills in the modes of oral and written presentation. UNIT STANDARD CCFO DEMONSTRATING Demonstrate an understanding of the world as a set of related systems by recognising that problem solving contexts do not exists in isolation.

REREGISTRATION HISTORY As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015.

UNIT STANDARD NOTES Supplementary information: None.

Sub-Sub-Field (Domain): Hardware, Infrastructure, Maintenance and Support.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 51

Describe software diagnostic tools for single-user and multi- user computer operating systems Time: 180 minutes Activity: Self and Group

AC1 computer is made up of many hardware and software systems. In a computer support role you may need to gather information about any one of these systems to A help you decide if the system is performing correctly or not. This information may also help you decide on the best action to resolve a particular problem.

Standard diagnostic tools will allow you to gather this information. Many of these tools are built into either the operating system or the hardware itself. While third party companies may provide specialist diagnostic tools, we will focus on the information that should be available from accessing the tools on the operating system you are using.

Software diagnosis (also: software diagnostics) refers to concepts, techniques, and tools that allow for obtaining findings, conclusions, and evaluations about software systems and their implementation, composition, behavior, and evolution.

It serves as means to monitor, steer, observe and optimize , , and software re-engineering in the sense of a business intelligence approach specific to software systems. It is generally based on the automatic extraction, analysis, and visualization of corresponding information sources of the . It can also be manually done and not automatic.

A diagnostic program is an automatic computer program sequence that determines the operational status within the software, hardware, or any combination thereof in a component, a system, or a network of systems. Diagnostic programs ideally provide the user with guidance regarding any issues or problems found during its operation.

Diagnostics programs may be simple or complex, operating unknowingly within everyday devices or awaiting their invocation to make more complex performance assessments. Your desktop computer comes with several sophisticated diagnostic programs.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 52

Technicians use these tools to find causes of erratic behavior, slow operation and other problems. These programs consist of software built into hardware drivers and components of the OS.

Each computer system has built into it a range of tools to help the user determine its ‘status’. By ‘status’ we mean that they help determine if the system is working correctly or not. If a system is not working correctly, diagnostic tools can provide information vital to solving the problem.

The most common types of computer problems will be found during these processes: • booting the computer • loading the operating system • manually checking the system. Diagnostic tools are available at each of these stages and are outlined in the following sections. These tools provide the foundation of any troubleshooting that involves the malfunctioning of a computer.

IMPORTANT: You will be directed to use a number of diagnostic and configuration tools to gather information about your system. Changing any of the settings using these tools may cause your computer to malfunction. If you are in any doubt about the use of a particular tool, contact your supervising teacher.

You may also be required to make system changes to solve problems identified by the diagnostics. Again, the types of changes required, if incorrectly applied, may cause your computer to malfunction. If you are in doubt about how to proceed with system modifications, consult your supervisor.

AC2 computer diagnostic utility can perform general maintenance to optimize your computer system as well as diagnose and repair damage caused by viruses, A spyware and adware.

Additional capabilities include defragmentation of hard drives, protection and recovery of lost data and fixing registry errors. Selecting the right computer diagnostic utility for your computer system requires a little research to make sure that you get the right product for your needs. Here are some hints and suggestions.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 53

1 - Make an initial assessment of any technical problems that your computer is currently experiencing. Is your computer slow, does it freeze-up and generally perform poorly when you are using it? Does it take a long time for you to make a connection to the Internet?

2 - Consider whether your computer has been displaying error messages or has been prompting you about a possible virus on your system. Have you initially used your computer's own diagnostic utilities to pinpoint the problem?

3 - Think about how you use your computer and what you store on it. A good computer diagnostic utility can optimize your system by removing unnecessary files and deleting your browsing history as well as stored cookies and temporary Internet files.

4 - Decide if you may need a computer diagnostic utility to simply tune-up your computer to increase its overall performance or one that has more extensive tools to repair, recover, and remove viruses and spyware. Each product on the market offers different features.

5 - Determine your computer's requirements and operating system. Do you have a PC or a Mac computer system? There are computer diagnostic utilities available for both single and multi user systems for both PC's and Macs.

6 - Evaluate what features in a computer diagnostic utility that you want. Most computer diagnostic utilities are fairly inexpensive (under R1000) and include a wide array of tools to manage and diagnose computer system problems.

7 - Consider a computer diagnostic utility that incorporates some of the best features to manage programs, track performance, increase speed and to uninstall unwanted programs and tools. Good utilities will optimize system settings at the highest level.

8 - Look for a computer diagnostic utility that is user friendly and easy to use, offering features that make the interface understandable. The best computer diagnostic utilities offer users solid customer service after the purchase.

9 - Read the reviews for computer diagnostic utilities to become better informed as to the many features that they offer. Seeing the many products that are available with a listing of their capabilities will better equip you when you go shopping for a computer diagnostic utility.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 54

Identify problems related to single-user and multi-user computer operating systems Time: 90 minutes Activity: Self and Group

AC1/2 ooting a computer system involves turning the machine on, checking that power LEDs come on and that the screen reflects the expected activity of the system start B up procedure. In a PC system, part of this procedure is the Power On Self Test or POST diagnostic tool. The POST diagnostic tool is built in to the system and starts automatically when the system is turned on.

Any failure related to a major component, such as motherboard, video, keyboard or drive failures, will be detected during the POST phase of a computer system. The total failure of a major hardware component is easily detected. Less crucial devices that fail will normally be detected by the operating system as it loads and are dealt with in the next section. Most hardware systems such as computers and printers have a POST tool to check that their major components are working properly.

Power On Self Test (POST) diagnostic tool During the PC computer system’s loading phase, each of the main components are tested. The failure of any one of these systems would impair the computer’s ability to operate. Such critical devices include the graphics card, motherboard resources, drives and Input/Output (I/O) interfaces such as keyboard and graphics (video cards).

Figure 1: Power On Self Test (POST) diagnostic tool On a PC based system, this provides feedback on the screen about the type of video card detected, the type and speed of the processor detected, the type and number of drives detected, as well as the amount of Random Access Memory (RAM) detected.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 55

It checks the presence of peripheral devices such as keyboard and mouse devices. It also internally tests the correct performance of many motherboard components.

Any failures at this level may result in an error message on the screen, or may be heard as a series of coded ‘beeps’. The beep codes are often unique to a motherboard model and should be interpreted by information found on the motherboard manufacturer’s website.

The POST screen will only briefly appear at the start of the booting process. The CPU’s type and speed will be listed here with other device information. On many systems, pressing the Pause key during this process will freeze the screen, and the space bar key releases it.

If you cannot pause the screen, check with your supervisor or teacher as it may take several restarts to view the information fully. If you must reset the computer, be careful to do so by pressing the reset button before the operating system begins to load, as this will prevent it from recording failed loading attempts.

To view the systems detected configuration more fully, examine the system Setup or CMOS tool. Some references may prefer to use the term BIOS in place of the term CMOS. They refer to the same tool. To enter this tool, users are normally required to press a key or key combination such as the DEL (Delete) key or Shift + F10 during the POST sequence. Because these settings effect the operation of the PC, many companies password protect this tool so unauthorised users cannot access this area.

The Setup or CMOS tool for your PC holds the configuration of your computer. It lists how much memory the system has, how many drives are detected and which drive it should load the operating system from. It will also have configuration options for a range of other items such as power management and I/O interfaces, just to name a few. The motherboard manual that came with the PC holds information about the CMOS tool and its use.

At this level, the tool is simply used to determine that the system has detected its elementary components such as RAM, HDDs, FDD, etc. The CMOS settings should reflect the known configuration of the PC. Normally the IDE drives should be set to ‘AUTO’ which stands for Automatic Detection. Any errors such as RAM or drives not being recognised by the system should be recorded and reported to a supervising technical support person.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 56

The default or factory settings can normally be restored by choosing the relevant menu option. When you exit the CMOS, exit without saving your changes, unless you have deliberately changed a setting. This prevents accidental changes from occurring. For a MacIntosh system, when you boot the PC will either show a happy face and load, or show a sad face and refuse to load.

Fixing faults detected here, on either a PC or Mac system, may require the case to be opened and can effect the warranty of the computer. It must be authorised by your manager who will refer it to an appropriate technical person.

Loading the operating system Once the POST sequence has been completed, the system then looks for a boot device as the CMOS configuration dictates. From here the computer begins to load the series of services or programs that together form what is called the operating system (OS). Normally the operating system’s name and version (or service pack number) will be displayed during this process.

AC3 Log files and OS booting tools Common failures at this point may relate to the failure of minor hardware devices or incorrect configuration of devices that are physically OK. Any services or devices that fail to load are usually noted in a log file by the operating system. This file can then be examined at a later time to help determine what went wrong. Most Windows and Unix systems create log files during the loading process. These log files provide details that will alert you to errors. Many of the system log entries are fully explained in the operating system’s documentation or the support section of their Internet site.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 57

Resolve problems with single-user and multi-user computer operating systems Time: 180 minutes Activity: Self and Group

The following screen is from the system log of a Windows XP system.

Figure 2: System Log of a Windows XP system

Examine entries in the log to determine which (if any) represent possible errors in the booting process. Each entry has an Event ID number that can be searched for in the Microsoft Knowledge Base. Search the Knowledge Base at http://support.microsoft.com for Event ID 1007 and determine the nature of the event warning.

If the system failure is so bad that the operating system fails before it loading process is complete, most systems provide tools that allow the computer to boot in restricted or ‘Safe’ modes, or alternatively provide emergency recovery disks. Using these options, the system then boots with a reduced set of services, allowing you to examine boot logs or device management tools to help detect problems.

Entries in the system log may require further research to explain their full meaning. Most operating system companies provide documentation on their website to assist in the interpretation of log file messages. For Windows 2000/XP, Microsoft’s Knowledge Base website has many articles about different Event Viewer messages.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 58

Manually checking the system Device management tools Most operating systems now work with the concept of ‘Plug and Play’ devices. This simply means that when a new device is installed, the system will automatically detect it and install the most appropriate software drivers for it.

A driver is a small piece of software written for a specific device. To make life simpler, many standard drivers are built into operating systems so they automatically work when installed. However, special features of that particular device model may only be available if the manufacturer’s device driver is installed.

All current PC and Mac operating systems provide you with tools to look at the devices installed on your computer. In this context, a ‘tool’ is a small program that is designed to perform a limited, specialised role — such as providing information about a hardware device. In a graphical user interface (GUI), which Windows, MacIntosh and most Unix-based operating systems have, the tool may be represented by an icon. It may also form the properties of an object represented on the desktop, such as ‘My Computer’.

In a text-based system, which Unix and Windows based systems also have, the tool may be in the form of a specific command related to a specific device. Examples of tools are shown in the following screen shot.

Figur e 3: Confi gurat ion tools Devic e Mana geme nt tools provide you with information and configuration options for devices attached to your system. They should provide you with a list of devices attached to your system and information about their status.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 59

In a PC system these tools should also list the resources that devices use, such as an Interrupt (IRQ), Input/Output (I/O) memory range and Direct Memory Access (DMA) channel, etc. In a Mac system, the resource allocation for devices is automatic. Device Management tools may provide information about the software driver that was installed to manage the device.

In some operating systems, many different tools may be required to find this information. In other operating systems, this information may all be available from one tool. Management of hard disk drives

Hard disk drives are a vital part of any computer system. They retain data saved as files and can have a directory or folder system to organise files into a logical system. The constant writing, modifying and deleting files may cause errors from time to time. These errors often relate to file processes, such as saving a file that has been interrupted before it could be completed. This interruption could be caused by a power outage, application crash or shutting down a system incorrectly.

Checking the file system Each operating system provides you with standard tools to check the integrity of the file system. While different operating systems may support a range of different file systems, the basics remain the same. There is some master record of what files are on a drive and where those files can be found.

This is called the File Allocation Table (FAT). The FAT holds the list of files contained on the drive and the address of the first block where that file is stored. It is effectively a ‘table of contents’ to the disk drive. Checking the integrity of the file system involves matching the FAT against the drive’s contents. Should this become damaged, or incorrect, the results for your data could be devastating.

Checking the drive Your operating system may also provide you with an option, or separate tool, to check the actual integrity of the drive. By this we are referring to a process where the actual data blocks on the drive are checked to ensure that they store data correctly. Originally this is also done when you format the drive, which is why it can take so long to format large hard disk drives.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 60

Defragging the drive It is also possible that your drive becomes ‘messy’ which is known as fragmentation. Imagine your drive as a book, where information (or data) saved as files is written on the first available page (or block). When saving is complete, the file name and the page it starts on are entered into the ‘Contents’ page (or File allocation Table) of the book. The next file saved will take the next available page and so on.

However, when we wish to add more data to the first file we may require more than one page to hold the additional information. It can’t be stored on the next page as it is already used by another file. So the next available blank page is used and we must link the first page of the file to the page number that is the second page of the file.

Having a file spread over a series of ‘non-contiguous’ blocks slows the reading and writing processes. The term ‘non-contiguous blocks’ simply means a series of blocks which are not stored next to one another. This is called fragmentation.

The process of de-fragmentation refers to a tool which tries to rearrange files into contiguous blocks to improve the performance of the file system. It can be dangerous as any interruption to this process may result in data loss and corruption. Always ensure that a backup exists for a drive before running a tool to de-fragment your disk.

Task Manager The Windows operating system runs dozens of programs on your computer and you will seldom notice them unless problems arise. These programs monitor the state of your printer, network, mobile devices and other hardware. If your computer becomes unusually sluggish, the cause may be one of these programs running excessively.

The Windows Task Manager displays a list of all the programs running on your computer, along with the amount of memory they consume and how active they are. To see the Task Manager, press "Ctrl-Shift-Esc.”

If a program in the Task Manager window uses more than 20 percent of the computer’s CPU time for a prolonged period, the program may be caught in an error state. To solve this problem, try restarting the computer.

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 61

Windows Defender If your PC has a malware infection, your computer’s performance suffers. Malware may cause your Web browser to display unwanted pop-up ads and you may experience other annoyances. The Windows operating system includes a program called Windows Defender, which scans your hard drives for viruses, spyware and other malicious programs.

Windows Defender reports on the problems it finds, isolates the malware and removes it. Windows Defender uses a database of known malware, and the database is continually updated by Microsoft so that the program catches even the newest viruses.

Drivers Your PC uses a variety of devices for data storage, communications, input and display. Each of these has a program called a driver that carries data between the hardware and Windows. Frequently, drivers have a diagnostic capability that checks the device’s operation and troubleshoots problems. Windows organizes these drivers in its Device Manager, which you can see by clicking the Windows "Start" button, right-clicking “Computer,” selecting “Properties” and clicking the “Device Manager.”

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 62

You are now ready to go through a check list. Be honest with yourself

Tick the box with either a √ or an X to indicate your response

□ I am able to describe software diagnostic tools for single-user and multi-user computer operating systems

□ I am able to identify problems for single-user and multi-user computer operating systems

□ I am able to resolve problems for single-user and multi-user computer operating systems

You must think about any point you could not tick. Write this down as a goal. Decide on a plan of action to achieve these goals. Regularly review these goals.

My Goals and Planning: ______

Module 1 – Methodology to troubleshoot hard- and software problems Author: LEARNER MANUAL Rel Date: 27/01/2018 Rev Date: 01/06/2023 Doc Ref: 48573 LM Mod 1 v-1 PAGE 63