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The first step in determining the cause of a Windows runtime error involves gathering as much information as you can about the problem Ask the customer what happened to indicate an error For example, did an application lock up, or is the system refusing to launch a utility Ask the customer about the presence and content of error messages This could be an excellent clue to the cause of the problem For example, if the user can t save to the floppy drive and Windows produced a Device is not ready error, you will have pinpointed the source of the problem Unfortunately, other messages, such as Illegal operation, are more vague
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If possible, ask the user to reproduce the problem That is, have the user perform the procedure that brought on the problem This will allow you to see error messages that the user might not have noticed or remembered; it will also allow you to watch the sequence of events that caused the problem As the user reproduces the error, pay attention to the techniques used they could be the cause of the error Is the user trying to save a file to the Recycle Bin Is the user impatient and overloading the OS by clicking and double-clicking items too quickly It is also important to determine whether there have been recent changes to the system For example, an application that worked normally until a virus scan utility was installed is most likely being affected by the virus scan utility
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Sometimes the information you gather from the customer is sufficient to pinpoint the cause of an error However, this is not always the case If the error persists or if you have not yet determined its cause, restart the computer It is not uncommon for applications to exit improperly, thus tying up resources that other applications are trying to access By restarting the computer, you will clear the system s RAM and possibly put an end to the problem Once the computer has restarted, try again to reproduce the problem This might help you determine if the problem occurs at random or with regularity For example, does the screen go blank at random, or does it happen every time a particular application is started If the problem persists, reboot the computer in Safe mode If the problem does not occur in Safe mode, you can start looking at 16-bit configuration files as the cause Next, determine the components that are involved in the problem That is, try to determine whether the problem is limited to a single utility or perhaps to a specific function within all applications For example, if a utility won t start, try to start another utility If one application won t import images from the scanner, try to access the scanner from another application If a program won t save to the floppy drive, try to save from another application, or use the original application to save to a different drive If the problem seems to stem from a particular device, check its configuration in the Device Manager and ensure that the driver is not corrupted (Refer to 3 for more hardware-related troubleshooting procedures) If the problem seems to occur within a single application, uninstall it, then reinstall the application If the problem persists, check with the application s manufacturer for bug fixes or patches because the problem could be caused by an error within the application itself If the problem is more widespread or if the OS will not run at all, try reinstalling the OS itself
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Windows includes several troubleshooting utilities that can help you quickly and easily pinpoint the causes of some problems Some of the utilities described here can help you resolve problems
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Startup Disks Having a boot disk available for use in troubleshooting a system is a great asset Most technicians carry around a DOS disk that can be used to boot a system if there is a problem ; this can tell a lot about a system If the system can boot from the DOS disk, you know that the processor, memory, and critical components are probably functioning correctly One of the simplest ways to build a startup disk is to make a Startup disk from a Windows 9x system This disk supports the options for extended memory, CD-ROM support, and other utilities The contents of the major components of a Windows startup disk are described in Table 10-1 These files constitute the majority of what needs to be on a bootable floppy disk or CD-ROM FDISK and FORMAT are also contained in the EDBCAB file I prefer to keep them separate, however, because it allows them to be used without extracting them from the compressed file
TABLE 10-1
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