Understanding and Troubleshooting Your PC Chapter 12 EOC answers 1

0-619-20223-8Lisa Strite Jedlicka 10/4/2018

Chapter Exercises

Multiple Choice

Select the best answer.

1. If you wanted to back up only files that have changed or been created since the last backup, which type of backup would you perform?

a. child

b. normal

c. incremental

d. differential

2. A ______is a malicious logic program that replicates by creating copies of itself, often via e-mail, until it uses up system resources.

a. Trojan horse

b. worm

c. macro virus

d. polypartite virus

3. On a Windows XP computer, documents and other user-created files should be kept in the ______folder.

a. User Documents

b. root directory

c. Users

d. My Documents

4. Which of these items should not be in your PC toolkit with floppy disks and CD-ROMs?

a. magnetized screwdriver

b. flat-head screwdriver

c. tweezers

d. ground bracelet

5. If you receive an e-mail with an attachment named as follows, which is most likely an infected file?

a. report.doc

b. Jan2006profits.xls

c. name.txt.vbs

d. logo.jpg

Answers

1. c

2. b

3. d

4. a

5. c

Fill-in-the-Blank

Write the word or phrase to fill in the blank in each of the following questions.

1. Antivirus software detects a known virus by looking for distinguishing characteristics called a ______, which is a known pattern of virus code.

2. A ______backup backs up files that have changed or been created since the last full backup.

3. ______is a program that performs a specific task, usually related to managing system resources or identifying a problem with a PC.

4. ______, such as PC-Technician, generally is used to identify hardware problems.

5. Having a ______plan can help prevent computer failures and reduce repair costs and downtime.

Answers

1. virus signature, or virus definition

2. differential

3. Utility software

4. Diagnostic software

5. preventive maintenance

Matching Terms

Match the terms with their definitions.

_d_ 1. Philips-head / a. type of screwdriver, rated with a size such as T15
_e_ 2. quarantine / b. program that is activated when a certain condition is detected
_f_ 3. malicious logic program / c. creation of a complete image or copy of a computer's hard drive
_b_ 4. logic bomb / d. type of screwdriver, also called a cross-head
_g_ 5. multi-partite virus / e. an area of a hard disk to store an infected file until the infection can be removed
_j_ 6. payload / f. program that acts without a user’s knowledge to change computer operations and do damage
_h_ 7. 3-pronged parts retriever / g. virus that infects both boot records and program files
_i_ 8. macro / h. a spring-loaded device with three wire prongs to pick up small items
_a_ 9. Torx / i. small program in a document that is executed when the document is loaded or by pressing a key combination
_c_ 10. disk cloning / j. destructive event or prank that a virus is created to deliver

Short Answer Questions

Write a brief answer to each of the following questions.

  1. List the five main types of viruses and explain how each of them infects a computer.
  2. List at least five safe computing tips you should follow to avoid risk of virus, worm, and Trojan horse infection.
  3. Describe the steps you would take to isolate the source of a computer problem.
  4. List and describe five important preventive maintenance tasks.
  5. Following the fundamental rule that you should trade good for suspected bad to isolate a problem, describe the steps you would take to troubleshoot a problem with the monitor.

Answers

1. Five main types of viruses exist: file viruses, macro viruses, boot sector viruses, master boot record viruses, and multipartite viruses.

  • A file virus inserts virus code into program files or executable (.exe or .com) files. Once the program is run, the virus spreads to any program that accesses the infected program.
  • A macro virus uses the macro language of an application, such as a word processing program, to hide virus code. Macro viruses often are spread by e-mail, hiding in macros of attached document files. When a document with an infected macro is opened, the macro virus is loaded into memory.
  • A boot sector virus replaces the boot program used to start the computer system with a modified, infected version of the boot program. When the infected boot program is run, it loads the virus into the computer’s memory.
  • Master boot record (MBR) viruses attack disks in the same manner as boot sector viruses. The difference is that a master boot record virus normally saves a legitimate copy of the master boot record in a different location on the hard disk.
  • A multi-partite virus, also called a polypartite virus, has characteristics of a boot sector virus and a file virus in that it infects both boot records and program files.

2. Steps users can take to avoid having their computer be infected by a virus, worm, or Trojan horse include:

  • Install an antivirus software on all of your computers. Obtain updates to the antivirus definition or signature files on a regular basis (many antivirus programs now offer an automatic update feature).
  • Never open an e-mail attachment unless you are expecting it and it is from a trusted source. Be especially wary of files with the file extensions VBS, SHS, or PIF, or double file extensions such as NAME.BMP.EXE or NAME.TXT.VBS. These extensions are almost never used in normal attachments, but they are frequently used by viruses and worms.
  • If you feel that an e-mail you get from a friend is somehow strange - if it is in a foreign language or if it just says odd things, double-check with the friend before opening any attachments.
  • Set your antivirus software to automatically scan documents and other e-mail attachments when they are opened. Turn off the message preview pane.
  • If the antivirus program flags an e-mail attachment as infected, delete the e-mail immediately.
  • Check all downloaded programs for viruses, worms, or Trojan horses. These malicious-logic programs often are placed in seemingly innocent programs, so they will affect a large number of users.
  • Set the macro security in programs so you can enable or disable macros. Only enable macros if the document is from a trusted source and you are expecting it.
  • Before using any floppy disk or Zip disk, use the antivirus scan program to check the disk for infection. Incorporate this procedure even for shrink-wrapped software from major developers. Some commercial software has been infected and distributed to unsuspecting users this way.
  • Never start a computer with a floppy disk in drive A, unless it is an uninfected boot disk or recovery disk.
  • Write-protect your recovery disk by sliding the write-protect tab into the write-protect position.
  • Back up your files regularly. Scan the backup program before backing up disks and files to ensure the backup program is virus free.

3. Steps you would take to isolate the source of a computer problem involve:

  • Considering what might be the source of the problem, given what you know about the problem.
  • Eliminating simple things first – for example, by checking cables, power connections, network connections, and so on.
  • Eliminating unnecessary software or hardware to help isolate the problem. For software, boot into Safe Mode to see if this fixes the issue. If you still have problems, boot from your bootable rescue disk(s) or the Windows setup CD. If the problem goes away, you can deduce that the problem is with (1) the OS or applications installed on the hard drive or (2) the hard drive used as the boot device. For hardware, eliminate any unnecessary hardware devices such as the network card, the CD-ROM drive, the mouse, and maybe even the hard drive.
  • Trade good for suspected bad. When diagnosing hardware problems, this method works well if you can draw from a group of parts that you know work correctly. Alternatively, if you have a working PC that is configured similarly to the one you are troubleshooting (a common situation in many corporate or educational environments), rather than trading good for suspected bad, you can trade suspected bad for good. Take each component that you suspect is bad and install it in the working PC. If the component works on the good PC, then you have eliminated it as a suspect. If the working PC breaks down, then you have probably identified the bad component.

4. Five important routine maintenance tasks include organizing the hard drive, creating rescue disks, documenting setup changes, recording setup data, and protecting and backing up software and data.

  • Organizing the files and folders on your hard drive makes it easier to find files and can help you back up and recover files more easily. Keep all of your documents and other files in your My Documents folder and do not store files on the desktop. Keep application software files and their data in separate directories. Be sure that the root directory of the hard drive contains only folders (subdirectories) and system startup files or initialization files.
  • Make a set of rescue disks for the operating system installed on your PC.
  • Keep your documentation and configuration records organized and in a safe place, either in a handwritten notebook or a word processing document. Record any changes in setup data, any maintenance tasks you complete, any problems the computer has, and troubleshooting solutions you used to resolve these issues
  • Be sure to keep a record of (1) CMOS settings and any changes you make to CMOS; (2) DIP switch settings and jumper settings on the motherboard; and (3) any changes to jumpers or DIP switch settings made when installing an expansion card.
  • Back up any important data.
  • Protect software and data by making backups of software installation CDs (if allowed by the EULA) and important files. Do not store data files in the same directory as the software, so that there will be less chance of accidentally deleting or overwriting a software file. Reduce the possibility that protected or hidden files will be deleted, by enabling settings to hide them from the user.

5. Following the fundamental rule of trade good for suspected bad to isolate a problem, the following steps would be used to troubleshoot a problem with the monitor.

  • Identify the components of the video subsystem: the video card, the power cord to the monitor, the cord from the monitor to the PC case, and the monitor itself. The video card also is inserted into an expansion slot on the motherboard, and the monitor depends on electrical power.
  • To determine which component is causing the issue, try them one at a time. Trade the monitor for one that you know works. Trade the power cord, trade the cord to the PC video port, move the video card to a new slot, and trade the video card. Continue this process until you determine which component is the root cause of the issue.
  • If, after trying all components one at a time, you still have not isolated the issue, take the entire subsystem — video card, cords, and monitor — to a PC that you know works and plug each of them in. If they work, you have isolated the problem to the PC, not the video.
  • Now turn your attention back to the PC: the motherboard, the software settings within the OS, the video driver, and other devices. Compare the video driver on the good PC to the one on the bad PC. Make certain the CMOS settings, software settings, and other settings are the same.

Apply Your Knowledge

1. Creating a PC Toolkit

Research the total cost to create a PC toolkit with all of the items listed in the chapter, excluding the bootable rescue disks, utility and diagnostic software, and a Class C fire extinguisher. Be sure to include at least one of each type of screwdriver. If possible, try to find an existing toolkit that includes many of the items you need. As you complete your research, create a word processing document or spreadsheet to list the items in your PC toolkit, the cost of each, and the total cost.

2. Identifying PC Support Resources

The Internet is an excellent source of information on troubleshooting issues with your PC. For each of the following computer issues, use the Internet to find information on various steps to take to resolve the problem. For each problem, write a brief summary of steps suggested by information to fix the issue, and note the URL of the Web site you used to gather the information.

  1. The error message, Setup has disabled the upgrade option, could not load the file D:\i386\Win9xupg\W95upg.dll, displays while you are upgrading to Windows XP.
  2. The error message, Invalid page fault, displays when you are opening a document in Microsoft Word.
  3. The error message, Not Enough Memory to complete this operation, displays when you start Adobe Photoshop.
  4. The error message, Invalid drive or drive specification, displays when you start the computer.
  5. The error message, 20 Mem Overflow, displays on the printer when you print a large document.

3. Developing Help Desk Skills

Even if you are not employed specifically as a help desk technician, you may be asked to provide support for a friend, family member, or co-worker who recognizes the skills you have in troubleshooting computer problems. To help hone your skills in supporting other computer users, work with a partner who will play the role of the user. Sit with your back to the user, who is in front of the PC, and follow the rules below. Troubleshoot the problem and talk the user through to a solution.

  1. A third person created an error so that the PC does not boot successfully. Neither you nor your partner knows what the third person did.
  2. The user pretends not to have technical insight but to be good at following directions and willing to answer any non-technical questions.
  3. Do not turn around to look at the screen.
  4. Practice professional mannerisms and speech.
  5. As you work, keep a log of any steps you take toward diagnosing and correcting the problem.
  6. When the problem is resolved, have the third person create a different problem that causes the PC not to boot correctly, and exchange roles with your partner.

4. Preventing Infection from Malicious Logic Programs

Many manufacturers of antivirus software have Web sites that provide detailed information about viruses, Trojan horses, and worms currently infecting computers and list detailed steps for how to clean the infection from your PC. Access one or more of the Web sites listed below and look for virus alerts and other information.

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Find three viruses, Trojan horses, or worms that have posed recent threats. For each of these three, list the characteristics of the program, the signs of infection, and how you remove it from your computer.

5. Creating a Preventive Maintenance and Disaster Recovery Plan

Assume that you are a PC technician responsible for all 30 to 35 PCs of a small organization. The PCs are networked to a file server that is backed up each evening. No PC has power protection or line conditioning. Although some users make backups of data on their PC to tape drives or a Zip drive, the company does not have a procedure to back up data or software. Your supervisor asked you to submit a preventive maintenance plan for these PCs, and to estimate the amount of time you will spend on preventive maintenance each month for the next 12 months. She also asked you to submit a suggested PC data backup plan for all users to follow, which will become a company policy. Do the following to create these plans and estimate your time:

  1. List the possible causes of PC failures.
  2. Using the list you created in Step 1, list what you can do to prevent these problems. Divide the list into two categories: what you plan to do one time for each PC or user and what you plan to do on a routine or as-needed basis.
  3. For each PC, estimate the amount of time you need to implement the one-time-only plan and the amount of time you need each year for ongoing maintenance.
  4. Based on your answers to Question 3, how much time do you plan to spend on preventive maintenance, on average, each month for the next 12 months?
  5. In response to the request for a recommended company policy to back up all PC data, write a policy for users to follow to back up data on their PCs. Since all PCs are networked to the file server, suggest that company policy require data on a PC to be backed up to the file server, where it will be backed up nightly in case of a file server failure. Write the backup policy and instructions on how to implement it.