BB Service

CIA TECHNICAL HA NDBOOK
TABLE OF CONTENTS
1 . M is s io n Ob je c t iv e s
2 . L e v e l 1 - P r e - Op e r a t io n s (P r e- O p)
3 . C h e c k - In
3.1 In-Store Forms
4 . L e v e l 2 – Dia g n o s t ic s
4.1 PC Doctor
4.2 DFT
4 . 3 Vi r u s S c a n
5 . C o n t a c t C lie n t
6 . R e p a ir
6 . 1 M o t h e r b o a r d / P o w e r- r el a t e d s e r v i c e
6.2 BIOS Errors
6.3 STOP / SU Errors
6 . 4 C o m m o n O p e r a t i n g S y st e m E r r o r s
6.5 Windows Registry
6 . 6 O p e r a t i n g S y s t e m S e r vi ce C h e c k l i s t
6 . 6 . 1 S y s t e m Tu n e - u p an d O p t i m i z a t i o n
6 . 7 Vi r u s R e m o v a l
6.8 Spyware Removal
6 . 9 W i n s o c k 2 a n d D i a l - U p N et w o r k i n g ( D U N )
6 .1 0 Op e r a t in g S y s t e m R e pai r
6 .1 0 .1 S o f t In s t a ll W in d ow s 98/ S E/ M E
6 .1 0 .2 C le a n In s t a ll 9 8 /S E/ M E
6 .1 0 .3 F o r ma t In s t a ll at i on of W i ndow s 98/ S E/ M E
6 .1 0 .4 W in d o ws 2 0 0 0/ X P R epai r M et hods
6 .1 1 C o mmo n F ile E x t e n s io n s f or D at a B ackup
6 .1 2 Ge n e r ic / Qu ic k F ix e s
7 . P o s t - Op
8 . C h e c k - Ou t
MISSION OBJECTIVES
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U n d e r s t a n d n e w w a y s t o c hec k i n c l i e n t s a n d m a n a g e t h e i r e x p e c t a t i o n s
Understand new diagnostic processes and tools
Tr o u b l e s h o o t a n d e r a d i c a t e vi r u s e s e f f e c t i v e l y
U n d e r s t a n d w h a t A d w a r e / S p yw a r e a r e a n d h o w t o e r a d i c a t e t h e m
L e a r n n e w, b a s i c , a n d l o w l e ve l t r o u b l e s h o o t i n g p r o c e d u r e s
L e a r n m o r e e f f e c t i v e w a ys o f r e s o l v i n g a d v a n c e d o p e r a t i n g s y s t e m i s s u e s , N O T j u s t
r e s t o r in g
R e s o l v e a d v a n c e d W i n s o c k/ D i al - u p N e t w o r k i n g i s s u e s
2.0 - LEVEL 1 – PRE-OPERATIONS (PRE-OP)
T h e f o llo win g a r e s t e p s t h a t t a ke onl y a m om ent andA be per f or m ed on ever y com put er
b e f o r e it is c h e c k e d in t o t e c h be n ch or at t he begi ni ng of an on- si t e ser vi ce cal l
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R e p l i c a t e c l i e n t ’s i s s u e ( s )
Open the computer case:
Check for dust
C h e c k f o r d i s t e n d e d c a p a c i t or s
C h e c k f o r u n s e a t e d c a r d s a nd u n c o n n e c t e d c a b l e s
C h e c k f a n s f o r p r o p e r o p er a t i o n
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P e r f o r m v i s u a l s o f t w a r e i n s pec t i o n f o r v i r u s e s a n d s p y w a r e
Check for rogue processes and startup applications
C h e c k F o r Du s t
T h e f o llo win g a r e p r o b le ms t h a t c an and w i l l be caused by dust :
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Static Electricity
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Heat
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Fan malfunction
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System board shorts
Ty p i c a l l y, y o u c a n u s e s o m e t yp e o f p r e s s u r e d a i r t a n k ( l i k e t h e o n e u s e d i n M o b i l e I n s t a l l ) t o
e f f e c t i v e l y c l e a n o u t c o m p u t e rs . B e c a u s e o f t h e c h e m i c a l r e s i d u e t h a t m a y a c c u m u l a t e o n t h e
s y s t e m b o a r d , c a n n e d a i r i s n ot r e co m m e n d e d f o r p e r f o r m i n g t h i s . G e t a u t h o r i z a t i o n f r o m t h e
c lie n t f o r a S y s t e m C le a n in g b e f or e per f or m i ng t hi s t ask.
Dis t e n d e d C a p a c it o r s
A D i s t e n d e d C a p a c i t o r i s a n i m m ed i a t e s e r v i c e d i s q u a l i f i e r. W h e n a d i s t e n d e d c a p a c i t o r i s
f o u n d , y o u c a n d e e m t h e c o m p u t er t o h a v e a d e f e c t i v e s y s t e m b o a r d . L o o k f o r e i t h e r a b u l g e o n
t h e t o p s i d e o f t h e c a p a c i t o r or a n ac i d - l i k e m a r k o n t h e t o p o r t h e b o t t o m o f t h e c a p a c i t o r.
3.0 - COMPUTER CHECK- IN
* P e r f o r m t h e i n i t i a l d i a g n o s i s f or t h e p r o d u c t b e f o r e c r e a t i n g a S TA R S e r v i c e O r d e r
F o r a ll c o mp u t e r s , a d min is t e r th e f ol l ow i ng:
P e r f o r m t h e No n - Ne g o t ia b le s
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R e q u i r e t h e c l i e n t t o s i g n d i sc l a i m e r f o r m .
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Each computer is granted a five minute consultation. These five minutes should be used
f o r “ q u ic k f ix e s ” a n d t h e i ni t i al di agnost i c. A l l st eps of C . A . R . E. shoul d be adm i ni st er ed
a t t h is t ime a s we ll.
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If the computer is able to be repaired in less than five minutes, perform repairs and
s e n d c l i e n t o n t h e i r w a y.
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If computer is not able to be repaired during initial consultation phase, inform the
c lie n t t h a t a f u ll, in - d e p t h di ag nosi s m ust be per f or m ed t o det er m i ne t he nat ur e and
e x t e n t o f t h e p r o b le m(s ).
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I f t h e c l i e n t ’s e q u i p m e n t i s n ot c o v e r e d b y a w a r r a n t y o r P S P, i n f o r m c l i e n t t h a t a $ 5 9
d ia g n o s t ic f e e is n e c e s s a r y t o per f or m t he di agnost i c pr ocedur es t o det er m i ne t he
p r o b le m.
• I n f o r m c l i e n t o f a nt i c i pa t e d t o t a l c o s t o f s e r v i c e a n d a l s o i n f o r m t h e m t h a t t h e
$ 5 9 d ia g n o s t ic f e e is n o n- r ef undabl e and does not appl y t ow ar ds t he cost of t he
r e p a ir s .
• If p r o d u c t is c o v e r ed un der by a w ar r ant y or PS P t he $59 di agnost i c f ee i s
wa iv e d .
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C r e a t e S TA R t a g a t t h i s t i me w i t h d e t a i l e d n o t e s .
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C o l l e c t $ 5 9 D i a g n o s t i c F e e t hr o u g h P. O . S . a n d a t t a c h c o p y o f r e c e i p t t o s i g n e d S TA R
Ta g .
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Inform client that they will be receiving a phone call with a quote for total cost of
r e p a ir s wit h in g iv e n t ime f r a m e
Du r in g t h e in it ia l c o n s o la t io n ph a se a t hor ough exam i nat i on of bot h har dw ar e and sof t w ar e
p ie c e s s h o u ld b e p e r f o r me d t o ma ke a ver y know l edgeabl e and accur at e r ough est i m at e f or
t o t a l c o s t o f r e p a ir s .
E x a m i n a t i o n p o i n t s t o c o n s i d e r, bu t n o t l i m i t e d t o :
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O p e n c a s e t o c h e c k f o r d u st
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P r o p e r o p e r a t i o n o f a l l f a ns
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Unseated cards and cables
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Distended capacitors
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S p y w a r e a n d o r Vi r u s e s
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Low system resources
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Amount of memory
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A n y o t h e r a p p l i c a b l e e x a m i na t i o n s t h a t t h e t e c h n i c i a n f e e l s n e c e s s a r y
3.1 - IN-STORE FORMS
I n - S t o r e Ta c t i c a l A n a l y s i s ( f r o n t )
Da t a c o lle c t io n p o in t s in c lu d e
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C l i e n t ’s p e r s o n a l : n a m e , a dd r es s , p h o n e , c o m p u t e r h a b i t s
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C l i e n t ’s c o m p u t e r i n f o r m a t i on : O S v e r s i o n , C P U , R A M , H D
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P r e -Op c h e c klit s
C u s t o me r f e e d b a c k in f o r ma t io n
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D e b r i e f i n g a n d R e c o m m e n d at i o n s : r e c o m m e n d a t i o n s o f w h a t s h o u l d / m i g h t b e d o n e t o c o m p u t e r
Ta c t i c a l C a s e R e p o r t
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Te c h n i c i a n ’s n o t e s e c t i o n
Te c h n i c i a n w i l l d o c u m e n t A LL w o r k p e r f o r m e d a n d t h e r e s u l t s h e r e
T h i s w i l l b e s h o w n t o t h e c l i en t w h e n t h e y p i c k t h e i r m a c h i n e u p
A d d i t i o n a l n o t e s a b o u t t h e c l i e n t ’s c o m p u t e r
P a y me n t d u e
4.0 - LEVEL 2 DIAGNOSTICS
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Run
Run
Run
Run
PC Doctor
DFT
virus scan
s p y w a r e s c a n ( r e f e r e nc e s e c t i o n 6 . 8 f o r i n s t r u c t i o n s )
Do c u me n t AL L L e v e l 2 d ia g n o s t ic f i ndi ngs. Ther e ar e appr opr i at e sect i ons on t he “I n- S t or e
Ta c t i c a l A n a l y s i s ” f o r m f o r a l l of t h e L e v e l 1 a n d L e v e l 2 D i a g n o s t i c t e s t s u n d e r t h e s e c t i o n
la b e le d “ S y s t e m Dia g n o s is ” .
I f p o s s i b l e h a r d d r i v e f a i l u r e i s p r es e n t , I M M E D I AT E LY S T O P w o r k i n g o n t h e c l i e n t ’s m a c h i n e
a n d c o n t a c t t h e m wit h f in d in g s /s ol ut i ons.
On c e y o u r L e v e l 2 d ia g n o s t ic s a r e com pl et ed, st op w or ki ng on t he m achi ne and cont act t he
c lie n t f o r a p p r o v a l.
4.1 - PC-DOCTOR DIAGNOSTICS
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S t a r t t h e P C i n t o a n y v e r s i on o f M i c r o s o f t ® W i n d o w s ®
Close all programs, INCLUDING anti-virus programs
I n s e r t t h e P C - D o c t o r C D i n t o t he C D - R O M
Connect Parallel loop back Adaptor (program will not run without it)
S e l e c t o n e o f t h e i n s t a l l op t i o ns f r o m t h e O p t i o n s m e n u
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Install
Quick Install and Run
Create self-booting disk
R u n P C - D o c t o r f r o m CD
Uninstall
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E x a m p l e ( r u n n i n g w i t h i n O S)
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S e l e c t D i a g n o s t i c s f r o m t he m e n u
T h e p r o g r a m will a s k y o u t o s e le ct t he t est s t o
b e r u n a n d t h e n p r o mp t y o u t o t hi s scr een t o conf i r m
(t h is will a ls o g iv e y o u a n y s p e cia l i nst r uct i ons f or each t est )
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Te s t i n g w i l l c o m m e n c e a n d r ec o r d p a r a m e t e r s a n d s t a t u s
N o t e : S o m e t e s t s ( m o u s e , g r ap h i c s , k e y b o a r d ) w i l l r e q u i r e i n t e r a c t i o n . O n c e a g a i n t h i s
will b e n o t e d a s s p e c ia l in st r uct i ons bef or e t he t est i ng st ar t s.
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Once testing is completed the results will be posted to view applicable issues. The
d e t a ils t a b will a ls o d r ill d own i nt o m or e i nf or m at i on about each t est .
4.2 - Hard Drive Sector Scan - DFT (Drive Fitness Test)
C h o o s e ATA o r S C S I s u p p o r t
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I f r u n n i n g t h e t e s t f r o m a C D , c h o o s e A b o r t ( A ) w h e n a m e s s a g e a p p e a r s a t t e m p t i n g t o a c c e s s th e
f lo p p y d r iv e f o r a lo g f ile . T h is m essage w i l l not appear w hen r unni ng D FT f r om a f l oppy
A g r e e t o t h e l i c e n s e a g r e em e nt
Ve r i f y t h a t a l l h a r d d r i v e s app e a r
R u n t e s t s i n ‘ A d v a n c e d ’ m o de
T h is s o f t wa r e p a c k a g e r u n s o n ly on e H ar d D r i ve at a t i m e. S t ar t t est i ng one of t he dr i ves.
I f t h e h a r d d r i v e t e s t s c o m p l e te s uc c e s s f u l l y t h e r e s u l t s s c r e e n w i l l d i s p l a y w i t h a g r e e n b a c k g r o u nd .
If the background color is red, the hard drive has failed a test. Proceed to match up the error code from
t h e l i s t t h a t c a n b e f o u n d o n p age 3 2 o f t h e f o l l o w i n g P D F. M o s t o f t h e t i m e w h e n t h i s t e s t f a i l s th e
h a r d d r iv e n e e d s t o b e r e p la c e d.
h t t p : / / w w w. h g s t . c o m / h d d / s u p po r t / d f t 3 2 _ u s e r g u i d e . p d f
R E P L AC E HD (Us u a lly t h e s e c o d es mean H D r epl acem ent i s necessar y)
-----------------------------------------------------------------0 x 4 2 Dr iv e t e mp e r a t u r e p r o b le m
0 x 7 0 C o r r u p t S e c t o r [ A g e n e r a l h ar d d i s k p r o b l e m w a s d e t e c t e d . Yo u c a n r u n t h e “ E r a s e D i s k ” u t i l i t y. I f
a s u b s e q u e n t t e s t f a ils a g a in , t he dr i ve i s def ect i ve and shoul d be r epl aced.
0 x 7 2 D e v i c e S . M . A . R . T. E r r o r
0 x 7 3 De v ic e d a ma g e d b y s h o c k
0 x 7 4 S . M . A . R . T. S e l f - t e s t f a i l e d [ A n e r r o r w a s d e t e c t e d d u r i n g S . M . A . R . T. s e l f - t e s t . Yo u c a n r u n th e
“ E r a s e D i s k ” u t i l i t y o f D F T. I F a s u b s e q u e n t t e s t f a i l s a g a i n , t h e d r i v e i s d e f e c t i v e a n d s h o u l d be
r e p la c e d .
0 x 7 5 De f e c t iv e Ha r d Dis k Dr iv e C om ponent
OT HE R E R R OR C ODE S
----------------0 x 0 0 No E r r o r
0 x 1 0 Te s t a b o r t e d b y u s e r
0 x 2 0 S e le c t e d d r iv e n o t p r e s e nt
0 x 2 1 ATA M a s t e r d e v i c e n o t p re se nt
0 x 2 2 De v ic e p r o t e c t e d
0 x 2 3 F o r ma t De g r a d e d
0 x 3 0 Ou t o f M e mo r y
0 x 3 1 W r o n g P a r a me t e r
0 x 3 3 F u n c t io n c a n n o t b e e x e c u t ed on t hi s devi ce
0 x 4 0 S y s t e m i n t e r r u p t s t h e c u r r en t o p e r a t i o n [ s m a r t d r v. e x e c a n c a u s e t h i s er r or ]
0 x 4 1 B a d C a b le
0 x 4 3 P e n d in g S C S I r e q u e s t
0 x 4 4 S y s t e m Vi b r a t i o n
0 x 4 5 L o w S y s t e m P e r f o r ma n c e
0 x 7 1 De v ic e n o t r e a d y
4.3 - Virus Scan (McAfee Command Line)
W in d o ws 9 5 / 9 8 / S E / M E
F o llo w t h e s e in s t r u c t io n s f o r s ca nni ng f or vi r uses.
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Boot from MRI or boot disk
Go to CD drive and type in the following command: smartdrv
Go to C drive (C:\)
P r e c e d e t o d e l e t e a l l t e m p / t e mp I n t e r n e t / r e s t o r e f i l e s
No t e : If W in M E , p e r f o r m t h e f ol l ow i ng com m and
* It ma y b e e a s ie r t o r e mo v e t em p/ r est or e f i l es f r om w i t hi n W i ndow s
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Go to CD drive and type in the following commands:
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The scan will commence
4 .3 - W in d o ws NT / 2 0 0 0 / X P - ( N TFS )
E a c h o f t h e s e o p e r a t i n g s y s t e m s h av e t h e a b i l i t y t o r u n o n t h e N e w Te c h n o l o g y F i l e S y s t e m s
(N T F S ) w h i c h c a n n o t b e a c c e s s ed f r o m a s t a n d a r d b o o t d i s k . Yo u f i r s t n e e d t o b o o t i n t o W i n d o w s
S a f e M o d e . T h e n f o llo w t h e s e i ns t r uct i ons:
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Open the run command
Ty p e ‘ c m d ’ o r ‘ c o m m a n d ’ – C om m a n d P r o m p t w i l l o p e n
Go to CD drive and type in the following commands:
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W h e n r u n n i n g a s c a n w i t h i n W i n d o w s N T / 2 k / X P y o u m a y g e t a n e r r o r. C l i c k ‘ I g n o r e ’ a n d
c o n t in u e t h e s c a n p r o c e s s . Th is w i l l not dam age any f i l es.
N O T E : I f a v i r u s i s f o u n d , f i r s t , co n t a c t t h e c l i e n t a n d a p p r o v e ( i f n o t p r e v i o u s l y a p p r o v e d ) t h e
c o s t f o r r e mo v in g a v ir u s .
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T h i s i s a s o f t w a r e i s s u e a nd i t i s n o t c o v e r e d u n d e r a n y w a r r a n t y o r P S P.
This is also a great time to up-sell the installation of new anti-virus software if
n e c e s s a r y.
C o mmo n ly Us e d S wit c h e s :
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/adl = all drives local
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/all = all files
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/ r e p o r t c : \ < f i l e n a m e > = cr e a t e a r e p o r t f i l e
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/ a p p e n d = a p p e n d s r e po r t
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/clean = clean
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/? = help
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scanpm /? = help
5.0 - CONTACTING CLIENT
Af t e r t h e f u ll d ia g n o s t ic s u it e is com pl et ed, cont act cl i ent w i t h f i ndi ngs, appr opr i at e
s o lu t io n s , a n d t o t a l c o s t o f s a i d so lut i ons. I t i s ver y i m por t ant t hat al l r epai r s t hat ar e
n e c e s s a r y t o b e m a d e a r e n o t e d on Ta c t i c a l C a s e R e p o r t f o r m s o t h a t t h e p h o n e c a l l a n d
a p p r o v a l a mo u n t is a c c u r a t e .
Af t e r ma k in g c o n t a c t wit h t h e cl i ent and t hey appr ove/ di sappr ove t he cost , m ake sur e t hat
t h e c o n v e r s a t i o n t i m e , d a t e a n d ap p r o v a l s / d i s a p p r o v a l s a r e d o c u m e n t e d o n t h e Ta c t i c a l
C a s e R e p o r t f o r m. It is t o y o u r ben ef i t t o get t he nam e of per son appr ovi ng/ di sappr ovi ng t he
r e p a ir s if it is n o t t h e c lie n t . If c lie nt appr oves/ di sappr oves par t of t he ser vi ce, but not al l
o f i t , m a k e s u r e t h a t t h e r e a r e n ot e s o n t h e Ta c t i c a l C a s e R e p o r t f o r m t h a t r e f l e c t t h i s . A l s o ,
i f t h e r e a r e a n y p a r t s t h a t c l i e nt ne e d s t o p a y f o r t h i s s h o u l d b e n o t e d o n t h e Ta c t i c a l C a s e
R e p o r t f o r m.
If c lie n t is n o t a v a ila b le , le a v e a message i nf or m i ng t hem t hat t hey shoul d cont act t he t ech
b e n c h a t t h e a p p r o p r ia t e n u mb e r a nd t hat you ar e l ooki ng f or an appr oval f or t he est i m at e.
Af t e r g e t t in g a p p r o v a l p e r f o r m nec essar y r epai r s and cont i nue w i t h ser vi ce.
6.1 - Motherboard / Power-Related Service Diagnostics
NOT E : P r e - Op s h o u ld h a v e a lr e a dy t aken pl ace
If t h e s y s t e m d o e s n o t b o o t :
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U s e p o w e r s u p p l y t e s t er t o v e r i f y t h a t i t i s p u s h i n g o u t p o w e r.
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Te s t p o w e r s u p p l y a n d CM O S b a t t e r y w i t h a v o l t m e t e r.
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P o w e r S u p p l y - ( D C : + / - 5 , +/ - 1 2 )
CMOS – (+/-3V)
NOT E : S e t t in g s will n e e d t o b e ent e r ed i n t he B I O S af t er w ar ds
If p o we r s u p p ly is f u n c t io n in g :
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Check all cables
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P u l l / R e s e a t a l l c a r d s , m e m or y a n d p r o c e s s o r
•
I f t h a t d o e s n ’t w o r k , i t i s pr o ba b l y a b a d m o t h e r b o a r d
If p o we r s u p p ly is n o t f u n c t io n in g :
•
Tr y a d i f f e r e n t p o w e r s u p pl y
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P u l l a l l c a r d s e x c e p t v i d e o c ar d a n d o n e s t i c k o f R A M
•
I f t h e c o m p u t e r t u r n s o n , us e p r o c e s s o f e l i m i n a t i o n t o f i n d o u t w h i c h c a r d i s p r e v e n t i n g
t h e c o mp u t e r f r o m p o we r in g o n.
•
Tr y a t e s t s w i t c h o r j u m p m o t he r b o a r d
L o o k u p B e e p C o d e s if y o u h e a r a ny :
R e f e r e n c e : h t t p : / / w w w. c o m p u t er ho p e . c o m / b e e p . h t m
6.2 - BIOS Errors
Keyboard Errors:
• Check for stuck keys
• Try different keyboar d otherwise it is probably a defective port
• Try another keyboard t ype (USB/PS2)
Checksum Error:
• Reboot system
• If it recurs verify sett ings in BIOS (system clock)
• If it recurs pull batter y and power cable for 30 seconds
• If it recurs replace CMO S battery
• If it recurs re-flash CMOS using jumper on motherboard
• If it recurs it is a de fect ive motherboard
No
•
•
•
•
•
•
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•
Hard Drive Recognized:
Check all cables
See if the Hard Drive is even spinning
Volt-test the power cab le to the hard drive
Check IDE settings in t he BIOS (Auto)
Try different IDE cable and power cable
Try other IDE channel (Secondary)
Try client’s Hard Drive in test computer
Try different Hard Dr ive in client’s computer
6.3 - STOP Errors / SU Er ror s
S T OP E R R OR S
S T OP e r r o r s me s s a g e s a r e s o f tw a r e cr ashes or har dw ar e m al f unct i ons t hat cause t he
o p e r a t in g s y s t e m t o h a lt n o r ma l u sage.
•
A r e s i m i l a r t o S U e r r o r s , a l t ho u g h t h e y d o n ’t a l w a y s h a p p e n w h e n i n s t a l l i n g /
r e in s t a llin g t h e o p e r a t in g s y st em . A gai n, r ef er ence t he M i cr osof t K now l edge B ase f or
d e t a ils o n wh y t h e e r r o r is oc cur r i ng.
•
A l s o , s e a r c h b y S T O P e r r o r num b e r ( i . e . 0 x 0 0 0 0 0 0 0 ) . C h e c k G o o g l e . c o m ( o r G o o g l e
Gr o u p s ) u s in g t h e S U e r r or c ode t o f i nd t he f i x w or kar ound.
S U E R R OR S
•
Usually appear when trying to install a new copy of Windows or when performing a Soft
In s t a ll o f W in d o ws . T h e r e is a f i x or w or kar ound f or al l S U er r or s.
•
W h e n a n S U e r r o r i s e n c ou n t er e d , r e f e r e n c e t h e M i c r o s o f t K n o w l e d g e B a s e a r t i c l e
Q1 2 9 9 7 1 f o r d e t a il o n wh y t h is er r or i s occur r i ng.
•
Also, check Google.com (or Google Groups), using the SU error code to find the fix or
wo r k a r o u n d .
E R R O R S U 0 3 5 0 W I N D O W S 9 x I N STA L L AT I O N I S S U E
•
E r r o r S U 0 3 5 0 - S e t u p w a s un a bl e t o d i s p l a y t h e N o n d i s c l o s u r e A g r e e m e n t . S e t u p w i l l
n o w c lo s e .
•
T h i s i s a c o m m o n e r r o r m e ss ag e s e e n w h e n p e r f o r m i n g a s o f t i n s t a l l a t i o n o f W i n d o w s
9 x Op e r a t in g S y s t e ms
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B o o t t o a C o m m a n d P r o m p t wi t h p r o p e r b o o t d i s k .
•
A t t h e c o m m a n d p r o m p t , t yp e t h e f o l l o w i n g l i n e , a n d t h e n p r e s s E N T E R :
•
C o p y c : \ w i n d o w s \ l i c e n s e . t xt c: \ w i n d o w s \ h e l p
•
W h e n y o u a r e p r o m p t e d t o o ve r w r i t e t h e f i l e , p r e s s Y, a n d t h e n p r e s s E N T E R .
•
R e s t a r t t h e c o m p u t e r a n d r es um e i n s t a l l a t i o n
6.4 - COMMON OPERATING SYSTEM ERRORS AND FIXES
N o O p e r a t i n g S y s t e m F o u n d / I n v al i d S y s t e m D i s k / U n m o u n t a b l e _ B o o t _ Vo l u m e
Ve r i f y t h e r e i s n o f l o p p y o r C D i s i n t h e d r i v e
R u n DF T (if n o t r u n a lr e a d y ) a n d if D FT passes:
* Do NOT run the following if Dynamic Drive Overlay (DDO) is being used [e.g. GoBack,
M a x B L AS T ]
W in d o ws 9 X / M E
•
B o o t o f f o f a b o o t d i s k , a t t he p r o m p t :
If t h is d o e s n o t r e s o lv e t h e p r ob le m pr oceed t o a “S of t I nst al l ” of W i ndow s.
W in d o ws X P
•
•
B o o t o f f t h e c l i e n t ’s O R I G I N A L W i n d o w s X P C D
R u n t h e r e c o v e r y c o n s o l e , c om ma n d p r o m p t r u n t h e c o m m a n d s :
* If the admin password is not available or working, boot off a Win2k CD
•
•
C:\>chkdsk /r
C:\>fixboot
6.5 - WINDOWS REGISTRY
T h e W in d o ws R e g is t r y is a c e n t r al hi er ar chi cal dat abase used t o st or e i nf or m at i on necessar y
t o c o n f ig u r e t h e s y s t e m f o r o n e or m or e user s, appl i cat i ons and har dw ar e devi ces.
WA R N I N G N O T E : I t i s p o s s i b l e t o p er m a n e n t l y c o r r u p t W i n d o w s b y c h a n g i n g t h e R e g i s t r y.
An y c h a n g e s y o u ma k e s h o u ld b e done w i t h caut i on. B y backi ng up bef or e m odi f i cat i on,
y o u v i r t u a l l y e l i m i n a t e t h e p o s s i b i l i t y o f d i s a s t e r. M a n y r e g i s t r y p r o b l e m s c a n b e r e m e d i e d
b y s o f t in s t a llin g t h e o p e r a t in g sy s tem or i nst al l i ng cer t ai n updat es ( i . e. W i ndow s S er vi ce
P a c k s a n d / o r In t e r n e t E x p lo r e r Up d at es) .
T h e R e g i s t r y i s e d i t e d w i t h a t o o l f ou n d i n y o u r W i n d o w s f o l d e r. T h a t t o o l i s t h e R e g i s t r y
E d i t o r. I t ’s c a l l e d R e g e d i t . e x e a nd i s i n c l u d e d w i t h W i n d o w s f o r t h e p u r p o s e o f v i e w i n g a n d
e d i t i n g t h e R e g i s t r y.
E X P OR T ING R E GIS T R Y K E Y S (B AC KU P)
F in d a n d h ig h lig h t t h e k e y y o u w ant t o m odi f y or del et e.
On t h e F ile me n u , c lic k E x p o r t .
In t h e S a v e in b o x , s e le c t a lo c a t io n w her e you w ant t o save t he R egi st r at i on Ent r i es ( . r eg) ,
in t h e F ile n a me b o x , t y p e a f ile n am e, and t hen cl i ck S ave.
Yo u m a y n o w m o d i f y o r d e l e t e th e ex p o r t e d k e y. I f y o u f i n d t h i s w a s n o t h e l p f u l o r a p a r t o f
W in d o ws h a s b e c o me u n s t a b le , s im pl y D oubl e C l i ck t he expor t ed R egi st r at i on Ent r y ( . r eg)
a n d s e l e c t “ Ye s ” w h e n p r o m p t ed , t o r e s t o r e t h e k e y t o i t s o r i g i n a l s t a t e .
E N U M E R AT O R K E Y
T h e E n u me r a t o r k e y c o n t a in s s u bk eys f or t he speci f i c har dw ar e com ponent s your com put er
u s e s . R e mo v in g in d iv id u a l k e y s wi ll com pl et el y r em ove t he devi ce f r om t he oper at i ng syst em .
W in d o ws 9 X / M E
• L o c a t io n = HK E Y _ L OC AL _ M AC HI N E\ Enum
W in d o ws 2 0 0 0 / X P
• L o c a t io n = HK E Y _ L OC AL _ M AC HI N E\ S yst em \ C ont r ol S et 001\ Enum
C h o o s e n e x t le v e l d o wn = t y p e o f d evi ce
R ig h t c lic k o n t h e d e v ic e y o u w oul d l i ke t o m odi f y and cl i ck per m i ssi ons
S e le c t Allo w F u ll C o n t r o l
E x p o r t (B a c k u p ) t h e K e y a n d M o di f y as needed
R UN K E Y S
P r o g r ams in t h e R u n k e y s s t a r t aut o m at i cal l y each t i m e t hat a user l ogs ont o t he O S
L o c a t io n s :
• H K E Y _ C U R R E N T _ U S E R \ S o f t wa r e \ M i c r o s o f t \ W i n d o w s \ C u r r e n t Ve r s i o n \ R u n
• H K E Y _ L O C A L _ M A C H I N E \ S O F TWA R E \ M i c r o s o f t \ W i n d o w s \ C u r r e n t Ve r s i o n \ R u n
P r o g r a ms t h a t s h o u ld n o t b e s t a r t in g up w i t h W i ndow s can be del et ed.
E X E F ile K E Y
L o c a t io n :
• HK E Y _ C L AS S E S _ R OOT \e x e f i le \shel l \ open\ com m and
A v ir u s ma y c o r r u p t t h is k e y r e s ul t ing i n EX E f i l es bei ng opened by t he vi r us.
T h e v a lu e in t h is s t r in g s h o u ld onl y beo r f ile s .
“% 1” % *
- cl ear out addi t i onal w or ds, char act er s,
6.6 - OPERATING SYSTEM SERVICE CHECKLIST
NOT E : As s u me t h a t P r e - Op h a s bee n pr ef or m ed
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
A t t e m p t b o o t t o n o r m a l W i nd ow s
R e p l i c a t e c l i e n t ’s i s s u e
I f c a n n o t b o o t t o n o r m a l W i nd o w s , b o o t t o S a f e M o d e
C h e c k D e v i c e M a n g e r f o r r ed u nd a n t , c o n f l i c t e d o r u n k n o w n / u n i n s t a l l e d d e v i c e s . ( W i n d o w s
9 x / M E o n ly )
R e m o v e a l l r e d u n d a n t d e vi c es ( A L L e n t r i e s m u s t b e r e m o v e d f o r t h e d e v i c e ) ( W i n d o w s
9 x / M E o n ly )
R e m o v e a l l c o n f l i c t e d d e v i c es a n d u n k n o w n / u n i n s t a l l e d d e v i c e s
Check startup configuration with MSCONFIG
U n c h e c k a u t o e x e c . b a t a n d c on f i g . s y s i n W i n d o w s 9 x O p e r a t i n g S y s t e m s
R e m o v e s t a r t u p p r o g r a m s t hat a r e u n n e c e s s a r y f o r t h e f u n c t i o n o f t h e O S o r p e r i p h e r a l s .
(Alwa y s le a v e An t iv ir u s a nd S of t w ar e Fi r ew al l s enabl ed)
R e b o o t s y s t e m a n d e n t e r N or m a l m o d e
R e i n s t a l l a n y d r i v e r s f o r r em ov e d d e v i c e s
D e l e t e a l l Te m p f i l e s a n d Tem po r a r y I n t e r n e t F i l e s
S e e S y s t e m Tu n e - U p p o r t i o n of t h e S y s t e m Tu n e - U p a n d O p t i m i z a t i o n f o r e x a c t d e t a i l s
Run Windows Update
I n s t a l l O S s e r v i c e p a c k s a nd I n t e r n e t E x p l o r e r u p d a t e s
I n s t a l l a l l C r i t i c a l U p d a t es an d s e l e c t e d o t h e r U p d a t e s
Install DirectX updates
P r o c e e d t o P o s t - Op p r o c e d u r e s
6.6.1 - SYSTEM TUNE-UP AND OPTIMIZATION
* T h is is a p r o c e d u r e t h a t s h o ul d be appl i ed t o A LL m achi nes
(min u s ma c h in e s t h a t h a v e h ar d w ar e or ot her i ssues t hat pr event basi c O S f unct i onal i t y)
* T h is p r o c e d u r e will b e a p p lie d in c onj unct i on w i t h ot her ser vi ces
– it ma y e n d u p b e in g a p p lie d a t di f f er ent st ages w i t hi n sai d ser vi ces
Tu n e - u p
•
C l e a n A L L o f t h e t e m p o r a ry f i l e s o n A L L a c c o u n t s
o
M a k e s u r e t h a t y o u r ebo ot t h e m a c h i n e o n c e i n t o N o r m a l M o d e
( i n c a s e t e m p f i l e s r e ma i n t h a t n e e d t o b e e x e c u t e d )
o
C o m m o n t e m p f i l e l oc at i o n s :
C : \ D o c u m e n t s a n d S e t t i ng s \ % u s e r % \ L o c a l S e t t i n g s \ Te m p
C : \ D o c u m e n t s a n d S e t t i ng s \ % u s e r % \ L o c a l S e t t i n g s \ Te m p o r a r y I n t e r n e t F i l e s
C : \ D o c u m e n t s a n d S e t t i ng s \ % u s e r % \ L o c a l S e t t i n g s \ H i s t o r y
C : \ D o c u m e n t s a n d S e t t i ng s \ % u s e r % \ C o o k i e s
C : \ W i n d o w s \ Te m p
C : \ W i n d o w s \ Te m p o r a r y I n t e r n e t F i l e s
C:\Windows\Cookies
Any c:\temp dir
E v e n t h o u g h C o o k i e s / T I F / H i s t o r y w e r e c l e a n e d , u s e I E ’s “ D e l e t e C o o k i e s ” , “ D e l e t e F i l e s ” , a n d
“ C le a r His t o r y ” o p t io n s t o o .
R e m e m b e r t h a t s o m e . d a t ’s ( s p ec i fi c a l l y i n d e x . d a t ) l o c a t e d w i t h i n t h e s e f o l d e r s m a y n o t b e
a b le t o b e d e le t e d u s in g c o n v e nt i on al del et i on m et hods
6.7 - VIRUS REMOVAL
NOT E : F o r s c a n n in g in s t r u c t io n s p lease r ef er ence sect i on 4. 3.
Ad d t h e < / c le a n > a n d < / a p p e n d> s w i t ches t o t he com m and l i ne. Thi s w i l l cl ean t he vi r uses
a n d a p p e n d y o u r v ir u s .t x t lo g f i le
E x a mp le o f n e w c o mma n d :
•
s c a n p m / a d l / a l l / c l e a n / a ppe n d / r e p o r t c : \ v i r u s . t x t
NOT E : If t h e v ir u s h a s a n o f f ic i al cl ean t ool ( S ym ant ec Fi x U t i l i t y) D O N O T at t em pt t o cl ean
u s i n g t h i s c o m m a n d l i n e m e t h o d , us e t h e F i x U t i l i t y. Yo u m a y t h e n r u n a c o m m a n d l i n e v i r u s
s c a n t o b e s u r e t h e v ir u s wa s er a d icat ed.
V I R U S E R A D I C AT I O N A LT E R N AT I V E S
U s e f i x / r e m o v a l t o o l s l o c a t e d o n M R I \ . \ Vi r u s R e m o v a l To o l s
•
I f t o o l i s n o t a v a i l a b l e / o ut - d a t e d f o r s p e c i f i c v i r u s y o u m a y d o w n l o a d S y m a n t e c r e m o v a l
t o o l s a t h t t p : / / w w w. s y m a nt ec . c o m
S e c o n d a r y Dr iv e :
•
A h a r d d r iv e ma y a ls o b e mou nt ed as a secondar y dr i ve i n a syst em t hat has an act i ve
v ir u s s c a n n in g s o f t wa r e . Th e n r un a m anual scan of t he secondar y dr i ve t o r em ove
v ir u s e s . Do n o t e t h a t u s in g t h is m et hod, a vi r us sof t w ar e m ay quar ant i ne r equi r ed
o p e r a t in g s y s t e m f ile s . T hi s w oul d r equi r e a r epai r or S of t I nst al l of t he oper at i ng
s y s t e m b e f o r e t h e c o m p u t er w i l l f u n c t i o n p r o p e r l y. D o n o t p e r f o r m t h i s o p e r a t i o n w h e n
r e m o v i n g t h e K L E Z v i r u s , u se th e S y m a n t e c F i x U t i l i t y. P l e a s e a l s o n o t e t h a t t h i s m e t h o d
t a k e s mo r e ma n u a l Ag e n t t i me as opposed t o t ypi ng com m ands and l et t i ng t he sof t w ar e
take care of the rest.
S c a n n in g a n d e r a d ic a t in g wit h N T FS
•
S a f e M o d e w i t h n e t w o r k i n g r eq u i r e d f o r o n l i n e s c a n / e r a d i c a t i o n
On lin e
•
H o u s e C a l l a t h t t p : / / h o u s ec al l . t r e n d m i c r o . c o m /
Local
•
BartPE (where available)
V IR US R E S E AR C H
S e e M c A f e e ’s Vi r u s I n f o r m a t i o n L i s t w e b s i t e f o r a d v a n c e d m a n u a l v i r u s r e m o v a l i n s t r u c t i o n s .
http://vil.mcafee.com
Ot h e r e x c e lle n t v ir u s in f o r ma t io n w ebsi t es:
h t t p : / / w w w. s y m a n t e c. c om
h t t p : / / w w w. v i r u s l i s t . c om
NOT E : In W in d o ws M E a n d W in do w s X P r em em ber t o di sabl e t he R est or e f unct i on t o pr event
t h e R e s t o r e d ir e c t o r y f r o m r e - inf e ct i ng t he syst em . R em em ber t o enabl e af t er w ar ds.
If a c lie n t d o e s n o t wa n t v ir u s e s r e m oved f r om t hei r syst em you M U S T m ake a not at i on of
t h is d e n ia l o f s e r v ic e in t h e s e r v ice or der not es.
Als o , if t h e c lie n t d o e s n o t wa nt us t o i nst al l new vi r us sof t w ar e, not e t hat w e do not cover
v ir u s r e - in f e c t io n if t h e c o mp u t er l eaves t he st or e w i t hout pr oper vi r us pr ot ect i on. N ot at e
t h is in t h e s e r v ic e o r d e r a s we ll .
6.8 - ADWARE/SPYWARE REMOVAL
T h i s p r o c e d u r e i s t o b e u s e d as a g u i d e f o r r e m o v i n g a d w a r e / s p y w a r e . T h e r e a r e m a n y, m a n y
wa y s o f r e mo v in g a d wa r e / s p y wa r e, but t hi s i s a pr oven w ay of er adi cat i ng a l ar ge per cent age
of mo s t a d wa r e / s p y wa r e a p p lic at i ons.
If t h e c lie n t r e q u e s t s t h a t ANY a dw ar e/ spyw ar e appl i cat i on, f i l e, et c be l ef t on t he m achi ne
ou r s e r v ic e c a n n o t a n d will n o t ca r ry a w ar r ant y
Bo o t t h e ma c h in e o n c e in t o No r mal M ode [ i n case t em p f i l es r em ai n t hat need t o be execut ed]
C l i e n t m a y p r o v i d e v i t a l i n f o r m at i on t h a t t e l l s y o u f l a t - o u t t h a t t h e r e ’s s p y w a r e . S o m e o f t h e s e
c o u ld b e b u t a r e n o t limit e d t o :
•
Internet slow
•
To n s o f p o p - u p s
•
Homepage hijackings
S o me k e y s s ig n s t o lo o k f o r :
•
KaZaA
•
To o l b a r s w i t h i n I n t e r n e t E x pl or e r
•
Machine is extremely slow to boot
C o mmo n r u n n in g p r o c e s s e s
•
Hbinst.exe
•
Save.exe
•
Msbb.exe
•
A S T. e x e
•
CMESys.exe
C e r t a i n a p p l i c a t i o n s ( e . g . K a Z a A , We a t h e r B u g , W i l d Ta n g e n t ) w i l l p r o b a b l y n o t w o r k a f t e r y o u
c le a n t h e ma c h in e .
•
Yo u M U S T i n f o r m t h e c l i e n t of t h i s b e f o r e p r o c e e d i n g
B o o t in t o S a f e M o d e [wit h n e t wor k i ng i f appl i cabl e]
•
M o s t s p y w a r e r e m o v a l a pp l i ca t i o n s c a n b e i n s t a l l e d a n d u p d a t e d w i t h i n S a f e M o d e . I f n o t
(o r n o C D- R OM s u p p o r t ), i ns t al l / updat e vi a N or m al M ode, t hen r et ur n t o S af e M ode f or
c le a n in g .
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D e l e t e A L L t e m p f i l e s o n A LL a c c o u n t s ( s e e Tu n e - u p p o r t i o n o f S y s t e m Tu n e - u p a n d
Op t imiz a t io n f o r e x a c t d e t ai ls) . D O N O T r em ove adw ar e/ spyw ar e appl i cat i ons vi a A dd/
R e mo v e P r o g r a ms r ig h t n o w
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I n W i n d o w s X P / M E – D i s a bl e t h e S y s t e m R e s t o r e f u n c t i o n
S P Y B OT S E AR C H & DE S T R OY
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Install SpyBot-S&D with all of the default settings selected.
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A p p l y a l l u p d a t e s m a n u a l l y f r o m M R I . D o n ’t f o r g e t t o c h a n g e t h e p a t h o f i n s t a l l a t i o n f o r
t h e u p d a t e s (Us u a lly < C :\Pr o g ram Fi l es\ S pyB ot - S ear ch & D est r oy\ >) .
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L a u n c h “ S p y B o t - S & D ( a d v anc ed m o d e ) ” . I f I n t e r n e t i s a v a i l a b l e , a p p l y w e b u p d a t e s v i a
S p y B o t S & D . M a n u a l u p d a t es a r e a l s o a v a i l a b l e a t h t t p : / / w w w. s a f e r- n e t w o r k i n g . o r g
Yo u m a y h a v e t o c h a n g e t he m i r r o r s i t e a s D D o S a t t a c k s a r e f r e q u e n t .
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S p y B o t S &D will a u t o ma t ic al l y r est ar t .
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I f y o u ’ r e n o t i n t h e m a i n s ca n pa g e , g e t t h e r e , a n d t h e n “ C h e c k f o r p r o b l e m s ” . R e c o r d
h o w ma n y in s t a n c e s o f s p yw ar e w er e f ound f or your not es.
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T h e s c a n w i l l t a k e a f e w m i n ut e s o r c o u l d e v e n “ f r e e z e ” f o r s o m e t i m e ( e . g . c 2 . l o p ) . T h i s
is n o r ma l s o ju s t le t it f in is h
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W h i l e S p y B o t i s r u n n i n g , per f o r m a s y s t e m o p t i m i z a t i o n ( s e e O p t i m i z a t i o n p o r t i o n o f
S y s t e m Tu n e - u p a n d O p t i m i z at i o n f o r e x a c t d e t a i l s ) .
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W h e n S p y B o t - S & D f i n i s h e s , “S e l e c t a l l i t e m s ” a n d “ F i x s e l e c t e d p r o b l e m s ” . I f “ S e l e c t a l l
it e ms ” is n o t a v a ila b le , go t o S et t i ngs - > S et t i ngs - > t hen enabl e “S how exper t but t ons
in r e s u lt s lis t ” (o p t io n is at t he bot t om ) ; t hen r et ur n t o S pyB ot - S & D t ab and cont i nue
c le a n in g . De p e n d in g o n in f es t at i on l evel , “N et w or k f i xes” m ay need t o be appl i ed; i t w i l l
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a u t o ma t ic a lly n o t if y y o u o f t hi s, si m pl y cl i ck “O K ”. D ur i ng t he f i xi ng of pr obl em s t he
a p p lic a t io n ma y a p p e a r t o f r e e z e. Thi s i s nor m al so j ust l et i t f i ni sh
Usually SpyBot will be able to fix most problems on the first attempt
I f i t a s k s t o b e r u n a t n e x t s t ar t u p , c a n c e l t h i s . I f N e w. n e t w a s i n s t a l l e d a s e c o n d s c a n
i s n e c e s s a r y. R e b o o t i n t o S af e M o d e a n d s c a n a g a i n . O t h e r p r o b l e m s c a n a c t u a l l y b e
r e mo v e d o n a s e c o n d s c a n wi t hout a r eboot .
C o n t i n u e c l e a n i n g w i t h S p y Bo t - S & D u n t i l t h e m a c h i n e i s “ c l e a n ” p e r i t s f i n d i n g s
S o m e p r o b l e m s c a n N O T b e r em o v e d b y S p y B o t - S & D ( e . g . v a r i a n t s o f i - l o o k u p , V X 2 .
B e t t e r In t e r n e t , e t c ).T h e s e w il l have t o be “ski pped” at t hi s poi nt and cl eaned w i t h ot her
t o o ls
A D - AWA R E
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I n s t a l l A d - Aw a r e w i t h a l l o f t h e d e f a u l t s e t t i n g s s e l e c t e d
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Apply all updates manually from MRI. Extract the .zip – usually <C:\Program Files\
L a v a s o f t \ A d - a w a r e 6 > . Yo u c an a c t u a l l y s t a r t t h e i n s t a l l a t i o n a n d s c a n n i n g w i t h t h i s
a p p l i c a t i o n d u r i n g t h e l a t t er s t a g e s o f S p y B o t - S & D t o s a v e t i m e . H o w e v e r, b e c a r e f u l n o t
t o “ c r o s s - c le a n ” in f e c t io n s f oun d by bot h appl i cat i ons ot her w i se you’ l l be chasi ng a none x is t in g in f e c t io n
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L a u n c h A d - Aw a r e . I f I n t e r ne t i s a v a i l a b l e , a p p l y w e b u p d a t e s v i a A d - Aw a r e . M a n u a l
u p d a t e s a r e a l s o a v a i l a b l e at ht t p : / / w w w. l a v a s o f t u s a . c o m / s u p p o r t / d o w n l o a d / .
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After updates are applied, Click “Start”. Be sure to select “Customize” and enable the
f o llo win g :
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“Scan within archives”
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“Scan my IE Favorites for banned URLs”
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“ S c a n m y H o s t s f i l e s ” – t he n c l i c k “ P r o c e e d ”
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R e c o r d h o w m a n y i n s t a n c e s of s p y w a r e w e r e f o u n d f o r y o u r n o t e s . T h e s c a n w i l l t a k e a
f e w min u t e s o r c o u ld e v e n “f r e ez e” f or som e t i m e at var i ous l ocat i ons. Thi s i s nor m al so
ju s t le t it f in is h .
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W h e n A d - Aw a r e f i n i s h e s , “S el e c t a l l o b j e c t s ” ( r i g h t - c l i c k i n r e s u l t s t o g e t t h i s o p t i o n ) ,
c lic k “ Ne x t ” , t h e n “ OK ” . D u r in g t he quar ant i ne pr ocess t he appl i cat i on m ay appear t o
f r e e z e . T h is is n o r ma l s o ju s t le t i t f i ni sh. U sual l y i t w i l l be abl e t o f i x m ost pr obl em s on
t h e f ir s t a t t e mp t .
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If it a s k s t o b e r u n a t n e x t st a r tup, cancel t hi s. O t her pr obl em s can act ual l y be r em oved
o n a s e c o n d s c a n w i t h o u t a r ebo o t . C o n t i n u e c l e a n i n g w i t h A d - Aw a r e u n t i l t h e m a c h i n e
i s “ c l e a n ” p e r i t s f i n d i n g s . So m e p r o b l e m s c a n N O T b e r e m o v e d b y A d - Aw a r e ( e . g .
v a r ia n t s o f i- lo o k u p , V X 2 .B et t e r I nt er net , et c) . These w i l l have t o be “ski pped” at t hi s
p o in t a n d c le a n e d wit h o t h er t ool s
De p e n d in g o n t h e le v e l o f in f e s t at i on, ot her spyw ar e r em oval appl i cat i ons m ay need t o be
used
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S p y S w e e p e r i s a g r e a t t o o l . N ot o n l y f o r c l e a n i n g , b u t a s a p r e v e n t i o n t o o l – s o a t t a c h
it !
On c e b o t h a b o v e p r o g r a ms s h o w t h e m achi ne bei ng “cl ean” m ove ont o a deeper cl eani ng. Thi s
“ C le a n ” ma y me a n t h a t 9 9 % o f t h e inf est at i on w as cl eaned. M i scel l aneous ent r i es l i ke V X 2.
B e t t e r In t e r n e t , C o o lW W W S e a r ch , l ook2m e, i - l ookup m ay st i l l exi st and possi bl y cannot be
c le a n e d b y e it h e r p r o g r a m.
A D D I T I O N A L R E M O VA L T O O L S
T h e r e a r e a f e w a d d i t i o n a l a d w ar e / s p y w a r e r e m o v a l t o o l s t h a t w i l l c o m e i n h a n d y. T h e y c a n
b e l o c a t e d o n t h e M R I C D i n t h e f ol d e r : \ . \ S p y w a r e \ M i s c R e m o v a l To o l s . B e f o r e y o u u s e a n y o f
t h e s e t o o ls , p le a s e r e a d t h e d oc um ent at i on f or each appl i cat i on.
CWShredder
U t i l i t y s p e c i f i c a l l y d e s i g n e d t o r em o v e C o o l W W W S e a r c h . ( S p y B o t / A d - Aw a r e s o m e t i m e s c a n ’t
r e mo v e d a ll o f t h e p a r t s o f t h is hi j ack – t hi s does)
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I f t h e e r r o r “ ‘ A r e q u i r e d dl l , M S V B V M 6 0 . D L L , w a s n o t f o u n d ” a p p e a r s , a p p l y “ Vi s u a l
B a s i c 6 . 0 S P 5 R u n Ti m e Fi l e s” . L o c a t e d o n t h e M R I \ . \ W i n d o w s To o l s .
I f C W S w a s o n t h e m a c h i ne a n d i t i n f e c t e d a n y o f t h e f o l l o w i n g , t h e s p e c i f i c . e x e ’s
will h a v e t o b e r e p la c e d :
w m p l a y e r. e x e , m s c o n f i g . ex e, c o n t r o l . e x e , r u n d l l 3 2 , n o t e p a d . e x e
R e p l a c e m e n t . e x e ’s l o c a t ed o n t h e M R I \ . \ S p y w a r e \ C W S h r e d d e r \ A d d i t i o n a l C W S f i x e s
I f y o u t w e a k m s c o n f i g a nd h av e n o t r e b o o t e d t h e m a c h i n e , C W S h r e d d e r w i l l s a y t h a t i t
f o u n d t h e C W S .M s c o n f ig
T h i s d o e s n o t m a t t e r ; S y st e m C o n f i g u r a t i o n U t i l i t y w i l l n o t p r o m p t o n n e x t r e b o o t
Hija c k t h is
Ut ilit y t h a t a s s is t s in d e t e c t in g a nd r em ovi ng var i ous hi j acki ng ent r i es
WA R N I N G – R e a d A L L d o c u m e n t at i o n a b o u t t h i s a p p l i c a t i o n b e f o r e u s i n g i t
If r u n f r o m a C D, b a c k u p s o f f il es you del et e w i l l N O T be m ade; copy t he appl i cat i on t o t he
d e s k t o p if n e e d e d .
K a Z a AB e g o n e
Ut ilit y d e s ig n e d t o f u lly r e mo v ed K aZaA and al l of i t s r em nant s
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G o o d t o r u n t h i s e v e n i f Ka Z aA w a s n e v e r i n s t a l l e d a s i t f i n d s o t h e r s p y w a r e
a p p lic a t io n s a s s o c ia t e d wi t h K aZaA
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WA R N I N G – T h i s u t i l i t y w i l l d e l e t e t h e “ M y S h a r e d F o l d e r ” f o l d e r t h a t c o n t a i n s t h e
c l i e n t ’s d a t a t h a t w a s d o w nl o a d e d v i a K a Z a A . Yo u M U S T i n f o r m t h e c l i e n t t h a t t h i s
will b e d e le t e d B E F OR E y o u r un t hi s ut i l i t y
If client wishes for KaZaA or content downloaded via KaZaA to remain on the machine,
o u r s e r v i c e c a n n o t a n d w i l l n o t c a r r y a w a r r a n t y. D o c u m e n t t h i s i n y o u r n o t e s .
F ix M s g 1 1 7
Ut ilit y d e s ig n t o c u r e ms g 1 1 7 .d ll (Zest yFi nd) i ssues
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G o o d t o u s e t h i s “ j u s t i n c as e” Z e s t y F i n d i s o n t h e m a c h i n e
H a r d t o t e l l i f t h i s h i j a c k er i s a c t u a l l y o n t h e m a c h i n e u n t i l i t r e d i r e c t s y o u
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D e p e n d i n g o n t h e l e v e l o f i nf e s t a t i o n , o t h e r f i x e s m a y n e e d t o b e a p p l i e d
I t w i l l n o t i f y y o u o f t h i s ; u su a l l y w i n s o c k 2 r e l a t e d
K illM s g 1 1 8
Ut ilit y d e s ig n t o c u r e ms g 1 1 8 .d ll issues
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I f t h e m a c h i n e i s “ l o c k i n g ”/ pa u s i n g f o r a l o n g t i m e a o n t h e “ L o a d i n g y o u r p e r s o n a l
s e t t i n g s … ” d i s p l a y, r u n t he f o l l o w i n g r e g i s t r y e n t r y t o s h o w t h e f i l e t h a t i s p o s s i b l y
c a u s in g t h is
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L o c a t e d o n M R I \ . \ W i n d o ws To o l s \ R e g i s t r y E n t r i e s
E n a b l e - S h o w Ve r b os e S e c u r i t y S t a t u s M e s s a g e s . r e g
D i s a b l e - U n d o S h o w Ver b o s e S e c u r i t y S t a t u s M e s s a g e s . r e g
B HODe mo n
B r e a k s d o wn B r o ws e r He lp e r O bj ec t s ( B H O ) f or f ur t her t r oubl eshoot i ng
C o o lW W W S e a r c h .S ma r t K ille r (v1 .v 2) M i ni R em oval
U t i l i t y s p e c i f i c a l l y d e s i g n e d t o r em o v e v a r i a n t s o f C o o l W W W S e a r c h . Yo u w i l l k n o w t h a t t h e
ma c h in e h a s t h is v a r ia n t a s m os t maj or adw ar e/ spyw ar e r em oval t ool s w i l l st ar t , and t hen
s h u t d o wn . M o s t ma jo r a d wa r e / sp yw ar e w eb si t es w i l l be i naccessi bl e. I f t he m achi ne has
a n y o f t h e b e l o w v a r i a n t s , t h i s r e mo v a l m u s t b e r u n F I R S T t o a l l o w S p y B o t a n d A d - Aw a r e t o
run.
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Va r i a n t 2 6 : C W S . S m a r t s e ar c h - C o u n t e r- c o u n t e r- a c t i o n s
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C W S .S ma r t s e a r c h .2 , C W S .S mar t sear ch. 3, and C W S . S m ar t sear ch. 4
If y o u h a v e mu lt ip le u s e r a c c o u n t s o n t he m achi ne you m ust cl ean al l account s usi ng t he
in s t r u c t io n s a b o v e .
M a n u a l C le a n in g
Af t e r y o u “ c le a n ” t h e ma c h in e u si ng al l of t he appl i cabl e appl i cat i ons, t her e w i l l st i l l be
mis c e lla n e o u s f ile s / f o ld e rs / ic ons t hat exi st on t he m achi ne t hat ar e r el at ed t o adw ar e/
s p y wa r e
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A f t e r t h e m a i n [ S p y B o t , Ad - Aw a r e ] a n d m i s c e l l a n e o u s [ C W S h r e d d e r, H i j a c k t h i s ,
K a Z a AB e g o n e , e t c ] a p p lica t io ns ar e r un, t he m achi ne i s pr obabl y t echni cal l y “cl ean”
o
D o y o u w a n t y o u r c l i e n t s t o s ee t h e m e s s l e f t b e h i n d – n o !
o
T h i s c o u l d f r e a k t h e m o u t an d c a u s e a “ r e c a l l ” o n y o u – f i x i t t h e f i r s t t i m e !
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o
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C l e a n t h e F a v o r i t e s f o l d e rs
C : \ D o c u m e n t s a n d S e t t i n g s\ % u s e r % \ F a v o r i t e s
C:\Windows\Favorites
Do NOT d e le t e a ll f a v o r it e s – lo o k f or unusual ent r i es
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Adult Links
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Gambling
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Casino
W h e n t h e s e a r e c r e a t e d t h e r e ar e u sual l y a f ew m ai n f ol der s and t hey al l have t he sam e
mo d if ie d d a t e
S o me t ime s t h e F a v o r it e s a r e s o i nf e ct ed you have t o r em ove al l of t hem ; m or e ef f ect i ve t han
g o i n g t h r o u g h h u n d r e d s o f s h o r t cu t s . Ta l k t o y o u r c l i e n t i f t h i s h a p p e n s .
R e mo v e a ll s p y wa r e / a d wa r e e n t r ie s f r om t he A dd/ R em ove Pr ogr am s Li st. I f i t c a n ’t b e
r e mo v e d , ma n u a lly r e mo v e it
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O p e n R e g i s t r y E d i t o r t o t h e f ol l o w i n g k e y :
[ H K E Y _ L O C A L _ M A C H I N E \ S O FT WA R E \ M i c r o s o f t \ W i n d o w s \ C u r r e n t Ve r s i o n \ U n i n s t a l l ]
T h is k e y is wh e r e t h e Ad d / R e m o ve Pr ogr am l i st i s st or e. S om e of t he ent r i es ar e pl ai nl y l abel
a n d o t h e r s a r e g o in g t o b e in he xa deci m al . For t he hexadeci m al ent r i es you’ l l have t o l ook i n
t h e r ig h t p a n e f o r t h e n a me c o r r e spondi ng t o t he ent r y i n t he A dd/ R em ove Pr ogr am s l i st t hat
y o u wa n t t o r e mo v e . Af t e r t h e A d d/ R em ove Pr ogr am s Li st i s cl ean, r eboot i nt o N or m al M ode
C le a n t h e [C :\P r o g r a m F ile s ] f ol de r b y r em ovi ng t he m i scel l aneous spyw ar e/ adw ar e f i l es/
f o ld e r s . B e s u r e t o o n ly d e le t e f i le s/ f ol der s t hat you know ar e r el at ed t o adw ar e/ spyw ar e.
If y o u r e c o g n iz e a n y in s t a lle r t h at is used t o i nst al l adw ar e/ spyw ar e [ m ost ar e i n t he r oot
d ir e c t o r y ], d e le t e t h e m.
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O n l y d e l e t e e x e c u t a b l e s t ha t yo u k n o w a r e a d w a r e / s p y w a r e
C le a n [C :\W INDOW S \Do wn lo a d ed Pr ogr am Fi l es] – m ay have al r eady been done w i t h
Hija c k t h is
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D o n ’t f o r g e t t o r e m i n d t h e cl i e n t t h a t t h e y ’ l l w i l l h a v e t o d o w n l o a d F l a s h [ o r o t h e r
s imila r ] p lu g - in s if y o u d e le t ed t hem
De le t e t h e mis c e lla n e o u s s p y w a r e/ adw ar e i cons/ shor t cut s on t he deskt op and st ar t m enus
A f t e r A L L o f t h i s y o u h a v e f i n al l y c le a n e d t h e m a c h i n e s o n o w i t ’s t i m e f o r t e s t i n g .
(R e )B o o t in t o No r ma l M o d e a n d t es t I nt er net Expl or er by vi si t i ng com m onl y used si t es. I t i s
a ls o h e lp f u l t o v is it s it e s t h a t us e: Fl ash, S S L, A ct i veX , or ot her si m i l ar t echnol ogi es ar e
g o o d f o r t e s t in g . T h is will h e lp p r e vent cal l backs and r ecal l s.
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h t t p : / / w w w. g o o g l e . c o m
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h t t p : / / w w w. c o m c a s t . c o m
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http://mail.geeksquad.com/sts
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h t t p : / / w i n d o w s u p d a t e . m i c r os of t . c o m
If y o u c a n ’t g e t t o w e b s i t e s , b ut y o u g e t a n I P a d d r e s s , D N S , a n d c a n p i n g , w i n s o c k 2
p r o b a b ly n e e d s t o b e r e p a ir e d . Fo r i nst r uct i ons on how t o do t hi s pl ease see t he w i nsock2/
DUN p r o c e d u r e s .
Te s t r a n d o m p r o g r a m s t h a t m a y hav e b e e n i n f e c t e d [ W M P, m s c o n f i g , c o n t r o l . e x e , e t c ] a n d
p r e f o r m t h is t e s t in g o n AL L u s e r a cc ount s.
R e b o o t t h e m a c h i n e a f e w t i m e s , t es t a g a i n . Te s t i n g s h o u l d o n l y t a k e a f e w m i n u t e s a n d w i l l
h e lp p r e v e n t r e c a lls – s o d o it ! !
If a t a n y t i m e d u r i n g y o u r t e s t in g sp y w a r e / a d w a r e a p p e a r s ( e . g . I E ’s r e d i r e c t i n g y o u , r a n d o m
n o t n o r ma l p o p - u p s , e t c ), y o u m ay have t o st ar t t he r em oval pr ocess al l over agai n
Un in s t a ll AL L s p y wa r e / a d wa r e app li cat i ons used t o per f or m ed t he cl eani ng
De le t e t h e L a v a s o f t f o ld e r in t h e S t ar t M enu and [ C : \ pr ogr am f i l es]
S o me t ime s S p y B o t will b e h e r e t oo ; r em ove i t i f f ound
C le a n t h e [% t e mp % ] d ir e c t o r y one m or e t i m e; H i j ackt hi s/ ot her j unk m ay be her e
In W in d o ws X P / M E – r e e n a b le S ys t em R est or e
R e b o o t t h e ma c h in e a f e w mo r e t im es j ust f or good m easur e
B e s u r e t h a t y o u d o c u m e n t t h r o ugh o u t y o u r r e m o v a l p r o c e d u r e s – i t ’s e a s y t o j o t d o w n a f e w
n o t e s wh ile y o u ’r e d o in g t h e s c a ns / cl eani ng i nst ead of com pi l i ng i t al l at t he end and m i ssi ng
v it a l p o in t s .
D o c u m e n t a t i o n i s n o t o n l y f o r t h e c li e n t , b u t i t ’s f o r t h e e n t i r e G e e k S q u a d – s o d o i t w e l l !
E D U C AT E , E D U C AT E , a n d R E - E D U C AT E t h e c l i e n t – y o u ’ d b e a m a z e d h o w m u c h t h i s h e l p s ! !
6.9 - WINSOCK2 / DIAL-UP NETWORKING (DUN)
* I f y o u a r e e x p e r i e n c i n g d i f f i c ul t y c o n n e c t i n g t o t h e i n t e r n e t o r c a n c o n n e c t t o t h e i n t e r n e t
b u t c a n n o t a c c e s s w e b p a g e s , Wi n s o c k i s d a m a g e d a n d m u s t b e r e s e t t o a w o r k i n g s t a t e . I f
t h e s e s t e p s a r e f o l l o w e d i n t h e co r r e c t o r d e r, m a n y i s s u e s t h a t a r e c a u s e d b y W i n s o c k b e i n g
b r o k e n will b e f ix e d .
* T h e s e i s s u e s m a y i n c l u d e a s l ow i n t e r n e t c o n n e c t i o n , t h e a b i l i t y t o c o n n e c t t o t h e i n t e r n e t
b u t n o t b r o ws e we b s it e s , t h e a b ili t y t o pi ng a w eb si t e by I P addr ess but not by nam e.
W in d o ws 9 8 / S E / M E
R e mo v e T C P / IP in t h e n e t wo r k s t ac k
•
S t a r t - > S e t t i n g s - > C o n t r ol Pa n e l - > N e t w o r k i n g
•
Remove all TCP/IP settings in the box -> click “OK”
•
DO NOT Reboot
R e mo v e Dia l- Up Ne t wo r k in g
•
S t a r t - > S e t t i n g s - > C o n t r ol Pa n e l - > A d d / R e m o v e P r o g r a m s - > W i n d o w s S e t u p
•
Click on Communications
•
U n c h e c k D i a l - U p N e t w o r ki n g - > c l i c k “ O K ”
•
DO NOT Reboot
R e mo v e t h e W in s o c k 2 r e g is t r y k ey
•
Start -> Run -> type regedit -> click “OK”
•
S e a r c h f o r W i n s o c k 2 a n d de l e t e a l l i n s t a n c e s ( s h o u l d b e t w o f o l d e r s )
•
Exit Windows Registry
•
Reboot
R e in s t a ll Dia l- Up Ne t wo r k in g
•
S t a r t - > S e t t i n g s - > C o n t r ol Pa n e l - > A d d / R e m o v e P r o g r a m s - > W i n d o w s S e t u p
•
Click on Communications
•
C h e c k D i a l - U p N e t w o r k i n g - > cl i c k “ O K ”
•
Reboot
W INDOW S 2 0 0 0
R e mo v e t h e W in s o c k 2 r e g is t r y k ey
•
S t a r t - > R u n - > t y p e r e g e d it – cl i ck “O K ”
•
F o l l o w t h e p a t h H K E Y _ L O C A L_ M A C H I N E \ S Y S T E M \ C u r r e n t C o n t r o l S e t \ S e r v i c e s
•
D e l e t e : HK E Y _ L OC AL _ M A CH IN E\ S Y S TEM \ C ur r ent C ont r ol S et \ S er vi ces\ w i nsock2
Un in s t a ll T C P / IP
•
S t a r t - > S e t t i n g s - > N e t w or k an d D i a l - U p c o n n e c t i o n s
•
R i g h t - c l i c k L o c a l A r e a C o n ne ct i o n - > P r o p e r t i e s
•
U n c h e c k T C P / I P - > C l i c k U ni n st a l l
•
Reboot
R e - in s t a ll T C P / IP
•
S t a r t - > S e t t i n g s - > N e t w or k an d D i a l - U p c o n n e c t i o n s
•
R i g h t - c l i c k L o c a l A r e a C o n ne ct i o n - > P r o p e r t i e s
•
C l i c k I n s t a l l - > h i g h l i g h t P r o t oc o l - > c l i c k “ A d d ”
•
Install TCP/IP
•
Reboot
W in d o ws X P
R e mo v e t h e W in s o c k a n d W in s oc k 2 regi st r y keys
•
Start -> Run -> type regedit -> click “OK”
•
F o l l o w t h e p a t h H K E Y _ L O C A L_ M A C H I N E \ S Y S T E M \ C u r r e n t C o n t r o l S e t \ S e r v i c e s
•
Delete:
H K E Y _ L O C A L _ M A C H I N E \ S YS TEM \ C u r r e n t C o n t r o l S e t \ S e r v i c e s \ W i n s o c k
H K E Y _ L O C A L _ M A C H I N E \ S YS TEM \ C u r r e n t C o n t r o l S e t \ S e r v i c e s \ W i n S o c k 2
M a k e s u r e a ll f ile s a r e s h o wn
•
S t a r t , M y C o m p u t e r - > To o l s - > F o l d e r O p t i o n s … - > Vi e w
•
E n a b l e < S h o w h i d d e n f i l e s and f o l d e r s >
R e - in s t a ll T C P / IP
•
Start -> Control Panel -> Network Connections
•
Right-click the connect you wish to repair -> Properties
•
C l i c k “ I n s t a l l … ” - > h i g h l i g ht P r o t o c o l - > c l i c k “ A d d … ”
•
Click “Have Disk…” -> click “Browse…” -> point to the <c:\windows\inf folder>
* “ W i n d o w s ” f o l d e r m a y b e n a me d “ W i n n t ”
•
Click “Open” -> click “OK”
•
H i g h l i g h t “ I n t e r n e t P r o t o c o l ( TC P / I P ) ” - > c l i c k “ O K ”
* In s t a lla t io n will p a u s e f o r a f ew seconds - > w hen f i ni shed, cl ose al l open W i ndow s
N o t e : I n X P, i t i s n o t u s u a l l y n e c es sa r y t o r e b o o t a f t e r r e - i n s t a l l i n g T C P / I P. Tr y t o o p e n I n t e r n e t
E x p l o r e r a n d s e e i f y o u c a n b r o w se . I f y o u s t i l l c a n n o t b r o w s e a f t e r c o m p l e t i n g t h e a b o v e s t e p s ,
r e b o o t . Af t e r r e b o o t in g y o u s h ou ld be abl e t o br ow se w eb si t es.
6.10.1 - SOFT INSTALL OF W INDOWS 98/SE/ME
A n y I n t e r n e t E x p l o r e r u p g r a d e s s ho u l d b e u n i n s t a l l e d u s i n g a d d / r e m o v e p r o g r a m s b e f o r e a s o f t
in s t a ll o f W in d o ws 9 8 / M E i s per f or m ed.
B o o t f r o m W in d o ws b o o t d is k t o a D O S pr om pt .
* Tr y p e r f o r m i n g a S o f t I n s t a l l u si n g t h e i r C A B S f i r s t
A.
D e l e t e c u r r e n t C A B f i l e s a nd g o t o t h e C : d r i v e .
B.
C r e a t e a n e w C A B S d i r e c t o r y, a n d c o p y c a b f i l e s f r o m t h e c l i e n t ’s o p e r a t i n g s y s t e m C D t o
t h e n e w “ c a b s ” d i r e c t o r y.
C.
T h e p r o c e s s f o r M E i s e x a ct l y t h e s a m e e x c e p t o n t h e C D t h e f o l d e r t h a t c o n t a i n s t h e c a b
f ile s is D:\win 9 x in s t e a d of D :\ w i n98
D.
A f t e r t h e c o p y i s c o m p l e t e sw i t c h b a c k t o t h e C : d r i v e a n d r u n W i n d o w s 9 8 / M E i n s t a l l a t i o n
b y t y p in g “ s e t u p ” .
E.
R u n a W i n d o w s i n s t a l l a s y ou n o r m a l l y w o u l d . M a k e s u r e w h e n i t i s c o m p l e t e d t h a t a l l
p r o g r a m s a n d d e v i c e s a r e wo r k i n g p r o p e r l y a n d t h a t t h e p o s t - o p p r o c e d u r e i s p e r f o r m e d .
6.10.2 - CLEAN/PARALLEL INSTALL OF WINDOWS 98/SE/ME
C lie n t M US T B E NOT IF IE D b e f o r e a C l ean/ Par al l el I nst al l i s done t o any O per at i ng S yst em .
N o d a t a w i l l b e l o s t . H o w e v e r, t he C L I E N T m u s t r e i n s t a l l A L L o f t h e i r p r o g r a m s f o r t h e i r d a t a
t o wo r k , o r h a v e u s in s t a ll t h e i r so f t w ar e at an addi t i onal f ee.
A system restore must be done from the Restore CDs if the computer is an OEM computer that
d i d n o t c o m e w i t h p r o g r a m d i sk s . A l l d a t a w o u l d b e l o s t i n t h i s c a s e . ( s e e f o r m a t i n s t a l l o f
W in d o ws 9 8 / M E )
A C l e a n / P a r a l l e l I n s t a l l o f W i nd o ws i s v e r y s i m i l a r t o a S o f t I n s t a l l o f W i n d o w s . T h e m a i n
d i f f e r e n c e i s t h a t y o u r e n a m e t he e n t i r e W i n d o w s d i r e c t o r y a n d t h e n c r e a t e t h e n e w f o l d e r s
f o r t h e c a b s . Yo u r u n t h e s e t u p e xa c t l y t h e s a m e w a y a s y o u d o i n a s o f t i n s t a l l .
B o o t f r o m W in d o ws b o o t d is k t o D O S pr om pt .
A.
R e n a m e c u r r e n t W i n d o w s di r ec t o r y t o w i n o l d
B.
C r e a t e n e w W i n d o w s d i r e ct o r y a n d c o p y c a b s f r o m W i n d o w s 9 8 / M E d i s k
C.
T h e p r o c e s s f o r M E i s e x a ct l y t h e s a m e e x c e p t o n t h e C D t h e f o l d e r t h a t c o n t a i n s t h e c a b
f ile s is D:\win 9 x in s t e a d of D :\ w i n98
D.
A f t e r t h e c o p y i s c o m p l e t e sw i t c h b a c k t o t h e C : d r i v e a n d r u n W i n d o w s 9 8 / M E i n s t a l l a t i o n
b y t y p in g “ s e t u p ” .
Yo u m a y n e e d t o r e i n s t a l l s o me dr i v e r s a f t e r a C l e a n / P a r a l l e l I n s t a l l o f W i n d o w s . D o w n l o a d
t h e p r o p e r d r iv e r s f r o m t h e in t e r net .
•
C o m p u t e r M a n u f a c t u r e r ’s we b si t e
•
D e v i c e M a n u f a c t u r e r ’s w eb si t e
•
w w w. d r i v e r g u i d e . c o m ( U s er n a me : d r i v e r s P a s s w o r d : a l l )
•
w w w. g o o g l e . c o m / g r o u p s . g oo g le . c o m
L o o k f o r m o d e l n u m b e r s o n d e vi ce P r i n t e d C i r c u i t B o a r d ( P C B ) a n d m a j o r I n t e g r a t e d C i r c u i t s
(IC ) f o r s e a r c h c r it e r ia .
A f t e r a C l e a n / P a r a l l e l I n s t a l l , ve r i f y t h a t t h e i n i t i a l p r o b l e m h a s b e e n r e s o l v e d a n d c a n ’t b e
recreated.
I f t h e p r o b l e m c a n ’t b e r e c r e a t ed, p r o c e e d a n d c o m p l e t e p o s t - o p p r o c e d u r e s .
I f t h e p r o b l e m s t i l l o c c u r s , t r y u p dat e s ( W i n d o w s , I n t e r n e t E x p l o r e r ) , t h e n p r o c e e d t o a F o r m a t
In s t a ll o f W in d o ws (c o n t a c t t h e cl i ent bef or e pr oceedi ng) .
6.10.3 - FORMAT INSTALL O F WINDOWS 98/SE/ME
A F o r m a t I n s t a l l o f W i n d o w s 98 / M E D E L E T E S A L L D ATA O N T H E H A R D D R I V E . T h e c l i e n t
m u s t k n o w t h a t A L L D ATA W I L L B E D E L E T E D F R O M T H E D R I V E . A l l p r o g r a m s w i l l h a v e t o b e
r e in s t a lle d b y t h e c lie n t , o r we c an i nst al l t hem f or an addi t i onal f ee. A For m at I nst al l of
W i n d o w s 9 8 / M E s h o u l d o n l y b e us ed a s a l a s t r e s o r t a f t e r a l l o t h e r o p t i o n s h a v e b e e n t r i e d .
B o o t f r o m W in d o ws b o o t d is k t o D O S pr om pt .
A.
Format C: drive
a:\>format c:
B.
A f t e r f o r m a t c o m p l e t e s c re a t e n e w W i n d o w s d i r e c t o r y a n d c o p y c a b s f r o m W i n d o w s
9 8 / M E d is k
C.
T h e p r o c e s s f o r M E i s e x a ct l y t h e s a m e e x c e p t o n t h e C D t h e f o l d e r t h a t c o n t a i n s t h e
c a b f ile s is D:\win 9 x in s t e ad of D : \ w i n98
D.
After the copy is complete switch back to the C: drive and run Windows 98/ME
in s t a lla t io n b y t y p in g “ s e t u p” .
Yo u w i l l n e e d t o r e i n s t a l l s o m e dr i v e r s a f t e r a F o r m a t I n s t a l l o f W i n d o w s . D o w n l o a d t h e
p r o p e r d r i v e r s f r o m t h e i n t e r n e t , or u s e d r i v e r d i s k s t h a t c a m e w i t h t h e c o m p u t e r.
•
C o m p u t e r M a n u f a c t u r e r ’s we b si t e
•
D e v i c e M a n u f a c t u r e r ’s w eb si t e
•
w w w. d r i v e r g u i d e . c o m ( U s er n a me : d r i v e r s P a s s w o r d : a l l )
•
w w w. g o o g l e . c o m / g r o u p s . g oo g le . c o m
L o o k f o r mo d e l n u mb e r s o n d e v i ce Pr i nt ed C i r cui t B oar d ( PC B ) and m aj or I nt egr at ed C i r cui t s
(IC ) f o r s e a r c h c r it e r ia .
M a k e s u r e W i n d o w s , p r o g r a m s , and d e v i c e s a r e w o r k i n g p r o p e r l y. P r o c e e d w i t h p o s t - o p
procedure.
6.10.4 - WINDOWS 2000 & XP REPAIR METHODS
•
•
•
S o f t I n s t a l l s ( R e p a i r I n st a l l a t i o n )
Clean/Parallel Installs
Format and Installs
T h e r e a r e t h r e e wa y s y o u c a n a t t em pt t o r esol ve m or e sever e t echni cal i ssues t hat r equi r e
a t le a s t a p a r t ia l r e in s t a lla t io n o f t he oper at i ng syst em . The best pr act i ce i s t o do t he l east
i n t r u s i v e f i x p o s s i b l e ( d o n ’t a m p ut a t e a n a r m t o f i x a b r o k e n f i n g e r n a i l ) . T h e G e e k S q u a d
a lwa y s t r ie s t o le a v e a c o mp u t e r “t he w ay i t used t o be”, because cl i ent s ar e used t o t he
w a y t h e y d o t h i n g s . T h e y l i k e t o ha v e t h e s o l i t a i r e i c o n i n t h e u p p e r r i g h t c o r n e r, a n d t h e
a d o r a b l e p u p p y w a l l p a p e r. Ty p i c al l y, w h e n y o u n e e d t o r e i n s t a l l t h e O S , y o u w i l l f i n d t h a t
c l i e n t s h a v e t h e i r r e s t o r e C D b u r i ed i n a c l o s e t s o m e w h e r e . I f y o u ’ r e l u c k y, t h e y h a v e a n
a c t u a l X P o r 2 0 0 0 C D . M o r e r e c ent l y, s o m e m a n u f a c t u r e r s h a v e s t o p p e d g i v i n g o u t C D s a n d
a r e e it h e r p u t t in g t h e OS a n d r es t or e i nf or m at i on on a hi dden har d dr i ve par t i t i on, or put t i ng
ima g e s o n t h e h a r d d r iv e t h a t ca n be bur ned t o C D s. Ther e i s a pot ent i al f or dat a cor r upt i on
wh e n p e r f o r min g a n y s o r t o f in s t al l, especi al l y w hen t her e i s f i l e syst em or par t i t i on
c o r r u p t io n . It is v e r y imp o r t a n t t o back up dat a bef or e at t em pt i ng any r e- i nst al l at i on, as
c a t a s t r o p h e c a n s t r i k e a t a n y t i m e . D o n ’t g e t c a u g h t i n t h e h e a d l i g h t s o f a n e m p t y d i r e c t o r y
t r e e , in f o r m t h e c lie n t o f p o t e n t ia l r i sks, and suggest backi ng up any i m por t ant dat a f i l es
“ ju s t in c a s e ” . B e lo w a r e t h e be st w ays t o per f or m each t ype of i nst al l at i on.
O E M S O F T WA R E D I S C
S O F T I N S TA L L
A s o f t in s t a lla t io n is t h e le a s t in t r usi ve w ay t o r epai r an O S w i t h cor r upt f i l es and/ or
mis s in g o r d a ma g e d p o r t io n s o f t he O S . O nce you’ r e done w i t h a sof t i nst al l , ver y l i t t l e has
c h a n g e d c o s m e t i c a l l y, l e a v i n g t h e c l i e n t h a p p y a s a c l a m . E v e n t h o u g h t h e s o f t i n s t a l l l e a v e s
t h in g s v is ib ly u n t o u c h e d , t h e r e is al w ays a chance f or m assi ve dat a cor r upt i on, usual l y w hen
a c o r r u p t f ile s y s t e m is in v o lv e d - so i nf or m cl i ent of any pot ent i al r i sks bef or e st ar t i ng
wo r k .
OE M X P a n d W in 2 k c d s g iv e y o u t w o opt i ons f or i nst al l at i on – a r epai r i nst al l ( sof t i nst al l ) ,
o r a c l e a n i n s t a l l . To a t t e m p t a S of t i n s t a l l ( o r r e p a i r i n s t a l l a t i o n ) :
1.)
S e l e c t t h e f i r s t m e n u o p t i on: “ To s e t u p W i n d o w s X P n o w, P r e s s E n t e r ” .
2.)
S e t u p w i l l s e a r c h f o r p r e v i o us i n s t a l l a t i o n s o n t h e d r i v e .
3.)
I f a n i n s t a l l a t i o n i s f o u n d, i t w i l l g i v e y o u t h e o p t i o n t o e i t h e r r e p a i r t h e i n s t a l l a t i o n
t h a t wa s f o u n d , o r t o in s t al l a f r esh copy of t he O per at i ng S yst em .
4.)
S e l e c t t h e r e p a i r o p t i o n “ To r e p a i r t h e s e l e c t e d W i n d o w s X P i n s t a l l a t i o n , p r e s s R ” .
S e t u p will t h e n g o t h r o u gh a s er i es of checks and w i l l begi n r epai r i ng any cor r upt
o r mis s in g s y s t e m f ile s , a n d wi l l cont i nue t hr ough set up as i f i t w as a st andar d
in s t a lla t io n .
C L E A N / PA R A L L E L I N S TA L L
S o m e t i m e s a s o f t i n s t a l l d o e s n ot r e s o l v e t h e i s s u e y o u a r e t r y i n g t o r e p a i r. A c l e a n / p a r a l l e l
i n s t a l l i s n e c e s s a r y w h e n t h e r e i s e x t r e m e O S c o r r u p t i o n , c o r r u p t r e g i s t r y, e t c . A c l e a n o r
p a r a lle l in s t a ll is in s t a llin g a f r e sh copy of w i ndow s on t he syst em i n a di f f er ent di r ect or y
t h a n t h e c u r r e n t c o p y o f win d o ws . The advant age t o doi ng t hi s r at her t han f or m at t i ng i s t hat
a l t h o u g h y o u a r e “ s t a r t i n g f r o m scr a t c h ” w i t h w i n d o w s , t h e c l i e n t ’s d a t a i s n o t l o s t . B e s u r e
t o in f o r m t h e c lie n t t h a t AL L a ppl i cat i ons and per i pher al s w i l l need t o be r ei nst al l ed ( t hat
m e a n s Wo r d , Q u i c k e n , S c r a b b l e , et c … ) a f t e r t h e w i n d o w s r e i n s t a l l a t i o n h a s f i n i s h e d . T h e
c l i e n t ’s d a t a S H O U L D n o t b e l o s t , ho w e v e r b e s u r e t o w a r n t h e m o f t h e r i s k o f d a t a l o s s ,
a n d s t r o n g ly s u g g e s t b a c k in g up a ll i m por t ant dat a bef or e pr oceedi ng w i t h t he i nst al l at i on.
Alt h o u g h d a t a s h o u ld n o t b e lo st , i nf or m at i on l i ke e- m ai l and qui cken dat a m ay need t o be
imp o r t e d a f t e r t h e r e s p e c t iv e p r o gr am s ar e r ei nst al l ed.
1.)
I f p o s s i b l e , r e n a m e t h e c l i en t ’s W i n d o w s , P r o g r a m F i l e s , a n d D o c u m e n t s a n d S e t t i n g s
d ir e c t o r y b e f o r e p r o c e e d in g wi t h t he i nst al l at i on. Thi s w i l l r educe t he r i sk of dat a l oss
d u r in g t h e r e in s t a ll.
2.)
B o o t t o t h e O E M W i n 2 k o r W i n d o w s X P C D a n d s e l e c t “ To s e t u p W i n d o w s X P n o w,
Press Enter”.
3.)
S e l e c t t h e o p t i o n t o i n s t a l l a fr e s h c o p y o f W i n d o w s .
4.)
S e t u p w i l l p r o m p t y o u f o r t h e ne w i n s t a l l a t i o n l o c a t i o n .
5.)
I f y o u w e r e n o t a b l e t o r e nam e t h e c u r r e n t w i n d o w s d i r e c t o r y b e f o r e s t a r t i n g t h e c l e a n
in s t a ll, c h a n g e t h e in s t a ll at i on di r ect or y f r om “W i ndow s” t o “W i ndow s2” or “W i nX P”.
T h is will b e y o u r n e w wind o ws di r ect or y
6.)
P r o c e e d t h r o u g h i n s t a l l a s n o r ma l .
F O R M AT A N D I N S TA L L AT I O N
A f o r ma t a n d in s t a ll is t h e mo s t i nt r usi ve f i x possi bl e, and shoul d onl y be used i n ext r em e
c a s e s o f p a r t i t i o n o r f i l e s y s t e m c or r u p t i o n . T h i s m e t h o d c a u s e s a l l d a t a o n t h e c l i e n t ’s h a r d
d r iv e t o b e e r a s e d a n d a c le a n a n d f r esh copy of w i ndow s t o be i nst al l ed. Thi s i s a *LA S T
R E S OR T * .
W h e n p e r f o r min g a f o r ma t a n d i ns t al l , t her e ar e 3 t hi ngs you m ust do bef or e pr oceedi ng
wit h t h e wo r k .
1.)
I n f o r m t h e c l i e n t t h a t a l l o f t h ei r d a t a i s g o i n g t o b e l o s t , a n d w h y i t i s n e c e s s a r y t o
t a k e s u c h h a r s h a c t io n t o r e so l ve t hei r pr obl em ( par t i t i on t abl e i s cor r upt , et c. . . )
2.)
Inform the client that they will not have any of their data after you format the system
3.)
I n f o r m t h e c l i e n t t h a t t h e i r d at a w i l l b e g o n e w h e n y o u a r e d o n e . T h i s m e a n s e - m a i l s ,
b o o k ma r k s , p h o t o s , d o c u me n t s, qui cken dat a. G one, never goi ng t o see i t agai n.
R e it e r a t e t h is p o in t o v e r an d over unt i l you ar e sur e t he cl i ent under st ands.
To p e r f o r m a f o r m a t a n d i n s t a l l :
1.)
B o o t t o t h e O E M C D . S e l e ct t h e o p t i o n “ To s e t u p W i n d o w s X P n o w, P r e s s E n t e r ” .
2.)
S e t u p w i l l f i n d t h e p r e v i o us i n s t a l l a t i o n a n d w i l l a s k i f y o u w a n t t o r e p a i r i t o r
“ c o n t in u e in s t a llin g a f r e s h c opy of W i ndow s X P w i t hout r epai r i ng”
3.)
Press ESC.
4.)
D e l e t e t h e c u r r e n t p a r t i t i o n a n d f o l l o w s e t u p ’s i n s t r u c t i o n s t o c r e a t e a n d f o r m a t a n e w
o n e . B E F OR E y o u d o d e le t e t he par t i t i on, i t i s cr uci al t hat you expl ai n t o t he cl i ent
t h a t A L L o f t h e i r d a t a i s g o i ng t o b e e r a s e d . Te l l t h e m t h i s a t l e a s t 3 t i m e s b e f o r e
f o r m a t t i n g t h e d r i v e . E x p l ai n t o t h e m w h a t d a t a i s - m o s t p e o p l e d o n ’t k n o w t h a t t h e i r
d a t a is “ a ll o f t h e ir M P 3 f il es ”, or “al l of t hei r pi ct ur es f r om t he l ake cabi n”. O nl y
a f t e r t h e c lie n t u n d e r s t a n d s a nd agr ees t o l osi ng al l of t hei r dat a, cont i nue del et i ng
t h e p a r t it io n a n d r e c r e a t in g a new one.
5.)
S e t u p w i l l w a l k y o u t h r o u gh t h e r e s t o f t h e i n s t a l l . A f t e r t h e i n s t a l l a t i o n i s c o m p l e t e ,
it is y o u r r e s p o n s ib ilit y t o i ns t al l al l needed dr i ver s and t o m ake sur e ever yt hi ng i s
w o r k i n g a s i t s h o u l d b e . Yo u s ho u l d m a k e s u r e t h e y c a n g e t o n l i n e a n d c h e c k t h e i r e ma il. T h is d o e s n o t me a n yo u have t o r ei nst al l al l t he appl i cat i ons t hat w er e i nst al l ed
b e f o r e . R e in s t a llin g a p p lic at i ons and i m por t i ng dat a i s an addi t i onal ser vi ce and shoul d
b e b i l l e d a c c o r d i n g l y.
NOT E : It wo u ld b e wis e t o n o t e a n y er r or s you r un acr oss dur i ng i nst al l at i on and r esear ch
t h e c a u s e a n d p o s s ib le e f f e c t of sai d er r or s. I t i s al so i m por t ant t o m ake sur e t hat t he O S i s
t o t a lly p a t c h e d a n d t h e n e we s t se r vi ce packs ar e i nst al l ed.
S O F T I N S TA L L W I T H R E C O V E R C D
S o m e r e c o v e r y C D s g i v e y o u t h e opt i o n f o r a d e s t r u c t i v e r e p a i r o r a n o n - d e s t r u c t i v e r e p a i r.
If y o u e n c o u n t e r a ma c h in e t h a t w as shi pped w i t h W 2K or X P and i t cam e w i t h r ecover y C D s,
it is wis e t o in v e s t ig a t e wh a t o p t ions ar e avai l abl e f or t hat speci f i c r ecover y di sc. A f t er you
h a v e e x a min e d y o u r o p t io n s , inf o r m t he cl i ent of your r ecom m endat i on. I f a non- dest r uct i ve
r e p a i r o p t i o n e x i s t s , r e a d t h r o u gh a n y w a r n i n g s t h a t t h e r e c o v e r y C D ’s d i s p l a y s a n d m a k e
s u r e t o r e la y t h a t in f o r ma t io n t o t he cl i ent i n w or ds t hey can under st and.
On c e y o u h a v e e d u c a t e d t h e c l ie nt and t hey under st and w hat i s goi ng t o happen t o t hei r
s y s t e m ( a n d w h y i t i s n e c e s s a r y) , r u n t h e n o n - d e s t r u c t i v e r e p a i r. T h e s t e p s t o p e r f o r m t h i s
o p e r a t io n will v a r y f r o m ma c h i n e t o m achi ne and you shoul d r ead ever yt hi ng V ER Y car ef ul l y
b e f o r e p r o c e e d in g .
If t h e o n ly o p t io n t h a t t h e r e c o v er y C D has t o of f er i s a dest r uct i ve i nst al l , a sof t i nst al l i s
n o t p o s s ib le . At t h is p o in t , y o u sh oul d st op, l ook at al l avai l abl e opt i ons, and pr esent t he
le a s t in t r u s iv e o p t io n t o r e s o lv e t he pr obl em t o t he cl i ent . I t i s up t o t hem t o deci de how
t h e y wa n t t o p r o c e e d f r o m t h er e .
F O R M AT A N D I N S TA L L W I T H R E CO V E R C D
T h is is t h e s t a n d a r d r e c o v e r y op t io n f or m ost PC s. R est or e C D s ar e ver y st r ai ght f or w ar d and
g e n e r a l l y f o r m a t a n d r e - i m a g e t h e c l i e n t ’s h a r d d r i v e , r e t u r n i n g i t t o t h e s t a t e t h e s y s t e m
wa s in wh e n it c a me o f f t h e s h el f . I t i s cr uci al t o st r ess t he i m por t ance of i nf or m i ng t he
c lie n t a b o u t wh a t f o r ma t t in g r eal l y m eans and m aki ng sur e t hat t he cl i ent under st ands t he
r e s u lt b e f o r e d o in g a n y wo r k th a t coul d possi bl y r esul t i n dat a l oss. A gai n, t hi s shoul d be a
L A S T R E S O R T.
NOT E : No t o n ly is it v e r y imp or t a n t t o expl ai n r i sks and r easons f or your suggest i ons t o
c lie n t s in a ll s it u a t io n s , it is al s o ext r em el y i m por t ant t o docum ent EV ER Y TH I N G i n t he
notes!
6.11 - COMMON FILE EXTENSIONS FOR DATA BACK-UP
T h e f o llo win g is a lis t o f p r o g ra m s t hat ar e com m onl y backed up and t he r el evant f i l es and t ypi cal
lo c a t io n s .
T h is is n o t a ll in c lu s iv e s o it is im por t ant t o consul t t he cl i ent as t o any speci f i c needs t hey m ay
have.
‘M y Do c u me n t s ’ d ir e c t o r y
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U s u a l l y b e s t t o b a c k u p e v er y th i n g i n t h i s d i r e c t o r y
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S o m e c o m m o n e x t e n s i o n s f o un d h e r e :
* . d o c - M S Wo r d d o c u m e n t s
* . x l s – M S E x c e l s p r e a d s h eet
*.jpg – image files
‘F a v o r it e s ’ d ir e c t o r y
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W i n 2 K / X P – C : \ D o c u m e n t s a nd S e t t i n g s \ % u s e r % \ F a v o r i t e s
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W i n 9 x / M E – C : \ W i n d o w s \ F av or i t e s
M ic r o s o f t Ou t lo o k
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*.pst – Outlook data file
W in 2k/ XP: C:\D ocuments and Setti ngs\ %user%\ Local Setti ngs\ Appl i cati on Data\ Mi crosoft\ Outl ook
Win 9x/ME: C:\Windows\Profi les\%user%\Local Settings\Application Data\Microsoft\Outlook
M ic r o s o f t Ou t lo o k E x p r e s s
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* . d b x - O u t l o o k E x p r e s s d at a f i l e ( m o s t c o m m o n l y )
W in 2 k/ XP : C:\Do cu me n ts a n d Se tti n g s\ %u s e r%\ L o c a l S e tti n g s \ Ap p l i c a ti o n Da ta \ I d e n ti ti e s \ { %} \ Mi c ro s o ft\ Ou tl o o k E x p re s s
W in 9 x/ ME : C:\W in d o ws\Ap p lica ti o n Da t a \ I d e n ti ti e s \ { %} \ Mi c ro s o ft\ Ou tl o o k E x p re s s
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* . w a b – W i n d o w s A d d r e s s B oo k
W i n 2 K / X P – C : \ D o c u m e n t s and S e t t i n g s \ % u s e r % \ A p p l i c a t i o n D a t a \ M i c r o s o f t \ A d d r e s s B o o k
W i n 9 x / M E - C : \ W i n d o w s \ A p pl i c a t i o n D a t a \ M i c r o s o f t \ A d d r e s s B o o k
* . c s v – C o m m a S e p a r a t e d Val u e s
A m o r e r e l i a b l e w a y t o e x por t / b a c k - u p a d d r e s s b o o k e n t r i e s
To E x p o r t : F i l e > E x p o r t > A d dr e ss B o o k > Te x t F i l e > E x p o r t
To I m p o r t : F i l e > I m p o r t > O t her A d d r e s s B o o k > Te x t F i l e > I m p o r t
Qu ic k e n
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*.qdf - Quicken data file
Stores all transactional data for the account
Ty p i c a l l o c a t i o n - C : \ P r o g ra m F i l e s \ Q u i c k e n W \ B a c k u p
I f t h e d a t a h a s n o t b e e n b a cke d u p r e c e n t l y, t h e e n t i r e Q u i c k e n W d i r e c t o r y s h o u l d b e c o p i e d
Qu ic k B o o k s
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* . q b b - Q u i c k B o o k s c o m p a ny f i l e
S t o r e s a l l c o m p a n y - s p e c i fi c i nf o r m a t i o n
Ty p i c a l l o c a t i o n – C : \ P r o g r am F i l e s \ I n t u i t \ Q u i c k B o o k s
M ic r o s o f t M o n e y
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*.mny
Stores all transactional data for the account
Ty p i c a l l o c a t i o n – C : \ P r o g r am F i l e s \ M i c r o s o f t M o n e y
6.12 - GENERIC/QUICK FIXES
T h e s e a r e s o me s p e e d y f ix e s t ha t a r e of t en used.
M i c r o s o f t Wo r d w i l l n o t o p e n
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Enable “Show hidden files and folders”
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N o r m a l . d o t i s p r o b a bl y c or r u p t a n d n e e d s t o b e p l a c e d .
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S i m p l y s e a r c h f o r n o r m a l .d o t a n d d e l e t e ; Wo r d w i l l r e c r e a t e t h i s f i l e n e x t t i m e i t ’s
opened
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C : \ D o c u m e n t s a n d S et t i n g s \ % u s e r % \ A p p l i c a t i o n D a t a \ M i c r o s o f t \ Te m p l a t e s
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C : \ P r o g r a m F i l e s \ M i c r os of t O f f i c e \ Te m p l a t e s
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Yo u m u s t i n f o r m t h e c l i en t t h a t t h e i r c u s t o m i z a t i o n s w i l l b e l o s t
P a g i n g f i l e i s s e t t o 0 M B a n d w on ’t s t a y s e t w h e n y o u m a n u a l l y t r y t o s e t i t
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A p p l y t h e I n t e l A p p l i ca t i on A c c e l e r a t o r v 2 . 3 ; i f a p p l i c a b l e
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L o c a t e d o n t h e M R I \ . \ I n t el
C a n ’t a c c e s s a n y w e b s i t e s , b u t yo u g e t a n I P, D N S , a n d c a n p i n g
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W i n s o c k 2 m a y n e e d t o be r e p a i r e d ; s e e w i n s o c k 2 / D U N f i x e s
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Yo u c a n p e r f o r m t h i s m an u a l l y o r t h e r e a r e a f e w t o o l s o n t h e M R I
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\.\Spyware\Winsock2 Utilities
W in d o ws 2 0 0 0 / X P On ly
U s e r a c c o u n t s a r e t a k i n g a l o n g t i m e t o l o a d / p a u s i n g a t t h e “ L o a d i n g Yo u r P e r s o n a l S e t t i n g s . . . “
me s s a g e – u s e t h is .r e g t o s h o w y ou w hat f i l e i s possi bl y causi ng t hi s
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A p p l y S h o w Ve r b o s e S e c ur i t y S t a t u s M e s s a g e s . r e g
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L o c a t e d o n t h e M R I \ . \ W i nd o ws To o l s \ R e g i s t r y E n t r i e s
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D o n ’t f o r g e t t o a p p l y t h e u nd o t o r e t u r n t h e m a c h i n e b a c k t o d i s p l a y i n g t h e d e f a u l t
me s s a g e
Ou t lo o k E x p r e s s 6 n o t a llo win g a t t achm ent s
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I f S e r v i c e P a c k 1 w a s i n st a l l ed , “ D o n o t a l l o w a t t a c h m e n t s t o b e s a v e d o r o p e n e d t h a t
c o u ld p o t e n t ia lly b e a v ir us ” w as aut om at i cal l y enabl ed; si m pl y uncheck t hi s opt i on
Yo u
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c a n ’t a c c e s s t h e f o l l o w i n g si t e s:
Secured Sockets Layer (SSL)
A c t i v e X i s w o r k i n g p a r t i a l l y /n o t a t a l l
W i n d o w s U p d a t e i s n o t w o r ki n g p r o p e r l y ( w e b s i t e d i s p l a y s a n A c t i v e X e r r o r )
A O L v e r s i o n s g r e a t e r t h a n 7 .0 ( s p e c i f i c a l l y 9 . 0 O p t i m i z e d ) w o n ’t a c c e s s m o s t s i t e s ,
s p e c if ic a lly S S L
A p p l y t h e C r y p t o g r a p h i c se r vi c e a n d A c t i v e X f i x e s v 3 . b a t
L o c a t e d o n t h e M R I \ . \ W i nd o ws To o l s \ B a t c h F i l e s
I f n e t w o r k s h a r e s a r e t a k i n g a l on g t i m e t o d i s p l a y, t r y t h i s t w e a k
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W h e n a p p l i e d t h i s t e l l s t he c om p u t e r n o t t o l o o k a t t h e s h a r e s f o l d e r, t h e r e f o r e s p e e d i n g
u p y o u r s h a r in g
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A p p l y S p e e d u p f i l e . p r i n t s ha r i n g t w e a k . r e g
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L o c a t e d o n t h e M R I \ . \ W i nd o ws To o l s \ R e g i s t r y E n t r i e s
T h e r e is a f o ld e r o n t h e M R I w it h a f ew hel pf ul l i nks t o var i ous w eb si t es
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\.\Helpful Links
7.0 - Post-Operations (Post - Op)
A f t e r c o m p l e t i n g a n y t y p e o f c o mp u t e r s e r v i c e , p o s t - o p e a c h s y s t e m t o v e r i f y t h a t a l l o f t h e
f o l l o w i n g i t e m s a r e p r o p e r l y f unc t i o n i n g . T h i s i s d o n e t o c a t c h a n y i s s u e s t h a t m a y s t i l l b e
occurring. By taking less than 5 minutes you may save a client the inconvenience of having to
b r in g t h e ir c o mp u t e r b a c k f o r w h at coul d have been an easy f i x.
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R e b o o t t h e s y s t e m a m i n i m um o f t h r e e t i m e s
Wa t c h f o r s h u t d o w n p r o b l em s
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Te s t a l l F l o p p y a n d C D d r i v es
Te s t s o u n d , m o d e m / N I C , a n d vi d e o ( i . e . h i g h e r t h a n 1 6 - b i t 8 0 0 x 6 0 0 )
C h e c k D e v i c e M a n a g e r i n N o r ma l M o d e
C h e c k f o r m u l t i p l e e x t r a n eo u s d e v i c e s i n S a f e M o d e D e v i c e M a n a g e r ( W i n 9 x o n l y )
M a k e s u r e W i n d o w s r e c o gni z es a l l t h e R A M i n t h e s y s t e m
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L o a d w e b p a g e s ( t r y t o u s e c l i en t ’s a c c o u n t i f p o s s i b l e )
O p e n a s a m p l i n g o f a p p l i ca t i o ns o n t h e d e s k t o p t h a t t h e c l i e n t l i k e l y u s e s
( e . g . M i c r o s o f t Wo r d , M i c r os of t E x c e l , Q u i c k B o o k s , Q u i c k e n , e t c . )
Te s t t h e i r m a j o r a p p l i c a t i o ns w h e t h e r y o u w o r k e d o n t h e m o r n o t .
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T h i s h a s t u r n e d u p m a n y l i t t l e i ssu e s i n t h e p a s t t h a t m a y h a v e b e c o m e p o t e n t i a l r e c a l l s . A
s a t is f ie d c lie n t me a n s a p o t e n t i al r epeat cl i ent !
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E d u c a t e , e d u c a t e , a n d r e - e duc a t e t h e c l i e n t o n w h a t w a s d o n e w i t h t h e i r s y s t e m !
C h e c k - Ou t
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P u l l u p c l i e n t ’s s e r v i c e o r der t h r o u g h S TA R
Ve r i f y p r o d u c t i s c o m p l e t e
G e t p r o d u c t , p a p e r w o r k , a nd al l p a r t s
E x p l a i n i n d e t a i l w h a t w a s wr o n g a n d w h a t s e r v i c e w a s p e r f o r m e d
M a k e s u r e t h e c l i e n t i s f u l l y a wa r e o f E V E R Y T H I N G y o u d i d t o t h e i r m a c h i n e
Make recommendations as to how to prevent it from happening again
C l o s e s e r v i c e o r d e r i n S TA R
P r o c e s s p a y m e n t t h r o u g h P. O . S .
Parts and Labor
G e t c l i e n t ’s s i g n a t u r e o n c l os e d s e r v i c e o r d e r
L a s t l y, t h a n k t h e c l i e n t f or t h ei r b u s i n e s s !
8.0 - COMPUTER CHECK- OU T
W h e n t h e c lie n t r e t u r n s t o p ic k up t hei r ser vi ced pr oduct , per f or m t he f ol l ow i ng:
1.
2.
3.
4.
a.
b.
c.
Greet the client.
U s e S TA R t o i d e n t i f y t h e u ni t ; u s e t h e S e r v i c e O r d e r n u m b e r o r t h e c l i e n t ’s p h o n e n u m b e r
a n d l a s t n a m e t o p u l l u p t h ei r S e r v i c e O r d e r.
S h o w t h e c l i e n t t h e Ta ct i c al C a s e R e p o r t f o r m ( o n r e v e r s e s i d e o f I n - S t o r e Ta c t i c a l
An a ly s is f o r m) a n d e x p la in a n y appl i cabl e i nst r uct i ons r egar di ng t he pr oduct
C l o s e t h e S e r v i c e O r d e r i n STA R t o p r i n t o u t c o p i e s o f t h e S e r v i c e O r d e r.
R i n g o u t t h e b a l a n c e d u e i n P. O . S . e v e n o f t h e r e i s a $ 0 b a l a n c e d u e . C o l l e c t p a y m e n t a s
a p p l i c a b l e . I t i s e x t r e m e l y i m p or t a n t t h a t a l l s e r v i c e s a n d h a r d w a r e p i e c e s a r e p r o c e s s e d
t h r o u g h P. O . S . a s t o p r e v e nt s h r i n k a n d t o n o t m i s s o u t o n a n y l a b o r c h a r g e s .
H a v e t h e c l i e n t s i g n a c o p y of t h e S e r v i c e O r d e r ; t e c h n i c i a n s h o u l d s i g n i t a s w e l l . K e e p
s ig n e d c o p y f o r t h e s t o r e f il e.
Give the unsigned copy of the Service Order and the unit to the client.
I f r e p a i r s w e r e c o m p l e t e d a n d ve r if i e d u s i n g t h e f u l l d i a g n o s t i c s u i t e a n d t h e p o s t - o p w a s
p e r f o r m e d a n d n o t e d t h e n t h e re i s n o r e a s o n t o p o w e r o n t h e c o m p u t e r a n d s h o w t h e c l i e n t
t h a t i t i s f u n c t i o n i n g a p p r o p r i a t e l y. I f c l i e n t r e q u e s t s t o h a v e u n i t p o w e r e d u p a t t h a t t i m e
p o we r u p t h e ma c h in e a n d d e m o ns tr at e pr oper oper at i on.