Troubleshooting Flowcharts
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Begin
Begin
A hard boot does not complete correctly
Does the PC boot properly? Yes Go to Flowchart 4-4 (p. 74)
No Is the screen blank? No Yes
Go to Troubleshooting the Electrical System (p. 31)
Don’t know
Yes Can you hear a single beep during boot? No
Go to Troubleshooting POST Before Video Is Active (p. 26)
Is the problem solved?
Has the OS begun to load?
Can you hear a spinning drive or fan or see lights? No
Reboot
Yes
Read the steps in the boot process Go to Troubleshooting the Boot Process (p. 37)
Yes Go to Troubleshooting the Video Active (p. 37)
No
Does any error message display while Windows 9x loads? Yes
Is problem solved? Go to Troubleshooting POST After Video Is Active (p. 28)
Go to Troubleshooting Loading Windows 9x (p. 44) Go to Troubleshooting Loading DOS (p. 52) Go to Troubleshooting Loading Windows NT (p. 54) Go to Troubleshooting Loading Windows 2000/XP (p. 55)
Yes
Boot using Safe Mode (F5) and go to Using Safe Mode to Troubleshoot Windows 9x (p. 47) Is problem solved?
No Yes Stop
Yes Stop
Windows 9x system? No
Yes
No Yes
Problem solved?
Windows NT system?
No
No Yes
No Boot using the Startup menu (F8) and go to Using the Windows 9x Startup Menu (p. 48)
DOS system?
Yes Stop
Do you have a startup disk?
Windows 2000/XP system? No
No Create a startup disk on another PC
Your OS is not covered in this book
Flowchart 4-1
No
Go to Table 4-6, Error messages while loading Windows 9x (p. 46)
Troubleshooting the boot process
Flowchart 4-2
Yes Boot from a startup disk and go to Using the Windows 9x Emergency Startup Disk (p. 51)
Troubleshooting loading Windows 9x
Begin
Begin
Reboot the computer
Can you recreate the problem?
Is problem solved? No
No
Yes Stop
No
Reboot and launch the Advanced options menu (Press F8)
This problem is likely caused by a root problem. Back up further in the steps you took to reproduce the problem. Begin with a hard boot.
Did you recently install software or device drivers?
Is problem solved? No
Yes Stop
Yes
No
Go to Table 4-9, Error messages while loading Windows 2000/XP (p. 59)
Yes
No
Go to Using Last known Good Configuration to Troubleshoot 2000/XP (p.60)
Is problem solved? No
Is the problem solved? No
Yes Suspect the component that was eliminated to be bad
Have you eliminated all you can? Yes No
Trade good for suspected bad or trade suspected bad for known good in a working system
Yes Stop
No
Go to When your System Has an Intermittent Problem (p. 76)
Troubleshoot that suspected bad component. Go to Troubleshooting Roadmap (p. 9).
Go to Using Safe Mode to Troubleshoot 2000/XP (p.61)
Is problem solved? Yes Stop
Eliminate the unnecessary
Is the problem intermittent?
Does an error message appear AFTER you see the Windows 2000/XP logo screen? Yes
Yes
Go to Using a Boot Disk to Troubleshoot Windows 2000/XP (p.62)
Is problem solved in the bad system or does it appear in the good system?
Is problem solved? Yes
Yes Stop
No Go to Using the Recovery Console to Troubleshoot Windows 2000/XP (p.64)
Troubleshoot the bad component. Go to the Troubleshooting Roadmap (p. 9)
Is problem solved? Yes Stop
No Go to Performing a Reinstallation of Windows 2000/XP (p.68)
Is problem solved? No
Yes Stop
Reformat the hard drive and install Windows 2000/XP
Flowchart 4-3
No
Suspected bad is identified
Troubleshooting loading Windows 2000/XP
Flowchart 4-4
Steps to solving a PC problem after a successful boot
Perform a hard boot
Begin
Does video work?
Can you print from your application?
Yes
No
Is there a floppy disk in the drive?
No
Yes Stop
Go to Troubleshooting the Boot Process (p. 25)
Can you print a test page using the OS?
Yes
Yes
No Go to Troubleshooting the Hard Drive (p. 80)
Check connectivity between PC and printer
Can you get a C prompt?
Suspect a problem with the OS and printer drivers
Yes
Go to Troubleshooting Loading Windows 9x (p. 44)
No Troubleshoot printer. Go to Troubleshooting Localized Printer Problems (p. 95).
No Go to Troubleshooting Loading Windows NT (p. 54)
No Windows 2000/XP?
Yes Try a new printer cable
Go to Troubleshooting Loading Windows 2000/XP (p. 55)
Begin Are you using a wireless PC? Yes Can you access other wireless PCs or the access point? No Troubleshoot the wireless network. Go to Troubleshooting a Wireless Network (pg 104)
No Can you access other wired PC’s? No Troubleshoot the wired network. Go to Troubleshooting a Wired Network (pg 104)
Yes Can you access wired PCs on the network?
No Troubleshoot the wired network. Go to Troubleshooting a Wired Network (pg 104)
Yes Yes Can you access the Internet? Yes Stop
No Is Internet access by way of another PC on the network? Yes Can you access the Internet at that PC? Yes Troubleshoot Internet access across a network. Go to Troubleshooting TCP/IP (pg 106)
No
No Troubleshoot the Internet access Dial-up connection? No Cable modem?
Yes
Go to Troubleshooting Modems (pg 107)
Yes
Go to Troubleshooting Cable Modem (pg 112)
Yes
Go to Troubleshooting DSL (pg 112)
No DSL?
No Your Internet access type is not covered in this book
Flowchart 4-7
No
Yes
Troubleshooting the hard drive
Troubleshooting network problems
Flowchart 4-6
Yes Turn printer online
Do the printer and cable work with a different PC?
Troubleshoot PC, including printer port and OS. Go to Troubleshooting Printer Problems with the OS or Device Drivers (p. 99).
Your OS is not covered in this book
Flowchart 4-5
Can you print a test page using controls at the printer again?
Can you print with a different printer and printer cable from this PC?
Go to Troubleshooting Loading DOS (p. 52)
Windows NT?
Check power to printer. Turn printer off and back on offline.
No Go to Troubleshooting the Hard Drive File System (p. 84)
No DOS?
No
Yes
Boot from a floppy disk and try to access the drive
Troubleshoot the OS
Yes
Troubleshoot the application. Go to Troubleshooting Printing from an Application (p. 100).
Can you print a test page using controls at the printer?
No Does BIOS report the hard drive is present?
Windows 9x?
Yes
No
Remove disk
No There is more than one problem. Begin troubleshooting the PC and a known good printer and cable. Go to Troubleshooting Printer Problems with the OS or Device Drivers (p. 99).
How to isolate a printer problem
Begin
A hard boot does not complete correctly
Does the PC boot properly? Yes Go to Flowchart 4-4 (p. 74)
No Is the screen blank? No Yes
Go to Troubleshooting the Electrical System (p. 31)
Don’t know
Yes Can you hear a single beep during boot? No
Go to Troubleshooting POST Before Video Is Active (p. 26)
Is the problem solved?
Has the OS begun to load?
Can you hear a spinning drive or fan or see lights? No
Reboot
Yes
Read the steps in the boot process Go to Troubleshooting the Boot Process (p. 37)
Yes Go to Troubleshooting the Video Active (p. 37)
No
Does any error message display while Windows 9x loads? Yes
Is problem solved? Go to Troubleshooting POST After Video Is Active (p. 28)
Go to Troubleshooting Loading Windows 9x (p. 44) Go to Troubleshooting Loading DOS (p. 52) Go to Troubleshooting Loading Windows NT (p. 54) Go to Troubleshooting Loading Windows 2000/XP (p. 55)
Yes
Boot using Safe Mode (F5) and go to Using Safe Mode to Troubleshoot Windows 9x (p. 47) Is problem solved?
No Yes Stop
Yes Stop
Windows 9x system? No
Yes
No Yes
Problem solved?
Windows NT system?
No
No Yes
No Boot using the Startup menu (F8) and go to Using the Windows 9x Startup Menu (p. 48)
DOS system?
Yes Stop
Do you have a startup disk?
Windows 2000/XP system? No
No Create a startup disk on another PC
Your OS is not covered in this book
Flowchart 4-1
No
Go to Table 4-6, Error messages while loading Windows 9x (p. 46)
Troubleshooting the boot process
Flowchart 4-2
Yes Boot from a startup disk and go to Using the Windows 9x Emergency Startup Disk (p. 51)
Troubleshooting loading Windows 9x
Begin
Begin
Reboot the computer
Can you recreate the problem?
Is problem solved? No
No
Yes Stop
No
Reboot and launch the Advanced options menu (Press F8)
This problem is likely caused by a root problem. Back up further in the steps you took to reproduce the problem. Begin with a hard boot.
Did you recently install software or device drivers?
Is problem solved? No
Yes Stop
Yes
No
Go to Table 4-9, Error messages while loading Windows 2000/XP (p. 59)
Yes
No
Go to Using Last known Good Configuration to Troubleshoot 2000/XP (p.60)
Is problem solved? No
Is the problem solved? No
Yes Suspect the component that was eliminated to be bad
Have you eliminated all you can? Yes No
Trade good for suspected bad or trade suspected bad for known good in a working system
Yes Stop
No
Go to When your System Has an Intermittent Problem (p. 76)
Troubleshoot that suspected bad component. Go to Troubleshooting Roadmap (p. 9).
Go to Using Safe Mode to Troubleshoot 2000/XP (p.61)
Is problem solved? Yes Stop
Eliminate the unnecessary
Is the problem intermittent?
Does an error message appear AFTER you see the Windows 2000/XP logo screen? Yes
Yes
Go to Using a Boot Disk to Troubleshoot Windows 2000/XP (p.62)
Is problem solved in the bad system or does it appear in the good system?
Is problem solved? Yes
Yes Stop
No Go to Using the Recovery Console to Troubleshoot Windows 2000/XP (p.64)
Troubleshoot the bad component. Go to the Troubleshooting Roadmap (p. 9)
Is problem solved? Yes Stop
No Go to Performing a Reinstallation of Windows 2000/XP (p.68)
Is problem solved? No
Yes Stop
Reformat the hard drive and install Windows 2000/XP
Flowchart 4-3
No
Suspected bad is identified
Troubleshooting loading Windows 2000/XP
Flowchart 4-4
Steps to solving a PC problem after a successful boot
Perform a hard boot
Begin
Does video work?
Can you print from your application?
Yes
No
Is there a floppy disk in the drive?
No
Yes Stop
Go to Troubleshooting the Boot Process (p. 25)
Can you print a test page using the OS?
Yes
Yes
No Go to Troubleshooting the Hard Drive (p. 80)
Check connectivity between PC and printer
Can you get a C prompt?
Suspect a problem with the OS and printer drivers
Yes
Go to Troubleshooting Loading Windows 9x (p. 44)
No Troubleshoot printer. Go to Troubleshooting Localized Printer Problems (p. 95).
No Go to Troubleshooting Loading Windows NT (p. 54)
No Windows 2000/XP?
Yes Try a new printer cable
Go to Troubleshooting Loading Windows 2000/XP (p. 55)
Begin Are you using a wireless PC? Yes Can you access other wireless PCs or the access point? No Troubleshoot the wireless network. Go to Troubleshooting a Wireless Network (pg 104)
No Can you access other wired PC’s? No Troubleshoot the wired network. Go to Troubleshooting a Wired Network (pg 104)
Yes Can you access wired PCs on the network?
No Troubleshoot the wired network. Go to Troubleshooting a Wired Network (pg 104)
Yes Yes Can you access the Internet? Yes Stop
No Is Internet access by way of another PC on the network? Yes Can you access the Internet at that PC? Yes Troubleshoot Internet access across a network. Go to Troubleshooting TCP/IP (pg 106)
No
No Troubleshoot the Internet access Dial-up connection? No Cable modem?
Yes
Go to Troubleshooting Modems (pg 107)
Yes
Go to Troubleshooting Cable Modem (pg 112)
Yes
Go to Troubleshooting DSL (pg 112)
No DSL?
No Your Internet access type is not covered in this book
Flowchart 4-7
No
Yes
Troubleshooting the hard drive
Troubleshooting network problems
Flowchart 4-6
Yes Turn printer online
Do the printer and cable work with a different PC?
Troubleshoot PC, including printer port and OS. Go to Troubleshooting Printer Problems with the OS or Device Drivers (p. 99).
Your OS is not covered in this book
Flowchart 4-5
Can you print a test page using controls at the printer again?
Can you print with a different printer and printer cable from this PC?
Go to Troubleshooting Loading DOS (p. 52)
Windows NT?
Check power to printer. Turn printer off and back on offline.
No Go to Troubleshooting the Hard Drive File System (p. 84)
No DOS?
No
Yes
Boot from a floppy disk and try to access the drive
Troubleshoot the OS
Yes
Troubleshoot the application. Go to Troubleshooting Printing from an Application (p. 100).
Can you print a test page using controls at the printer?
No Does BIOS report the hard drive is present?
Windows 9x?
Yes
No
Remove disk
No There is more than one problem. Begin troubleshooting the PC and a known good printer and cable. Go to Troubleshooting Printer Problems with the OS or Device Drivers (p. 99).
How to isolate a printer problem
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