WIN7 Troubleshooting

Playbook

IT

Troubleshooting Management

Printing

Components

Network

Components

Win7 Startup

Components

File Access

Components

Other

Components

Computer name Look for duplicate names by pinging the computer name while suspect

machine is turned off

DCHP value Compare value and network settings; insert E4E and expect error

DNS Compare value with model; E4E and expect network errors

Domain Compare value with model; change computer name and expect error

Firewall Compare and simplify settings

Gateway Compare settings with model

IP address Check duplicates by shutting down machine and pinging the same IP

Subnet mask Compare value with model

Networking interface Compare model; insert model to replace suspect object if possible;

connect to a nearest domain or network and compare result with a model

TCP Ports Compare value with model; close PORT and expect known error

Components Isolation Task

Network Components

Authentication Test with wrong username/password; then do same thing with a model

machine

Automatic login Do manual login; automate using existing or non-existing account

Boot Options Simplify boot options; compare boot settings

BIOS Simplify BIOS or hardware settings; compare settings with model

Dependent services Minimize dependent services; stop service and expect error; compare

setting with model

Device drivers compare file profile; revert to old version and compare results with model;

use generic drivers if possible to simplify

Environment variables Simplify variable value or type; manually enter value instead; pass

variable to a model and compare results

Firmware Compare firmware properties with model; downgrade version and

compare with model

Group Policy Simply group rules; compare rules with model

Guest account Simply account by stripping all access to guest then add permission

gradually

Components Isolation Task

Startup Components

Hard drive Insert known model HD to replace HD; Insert problem HD to a model

machine

Partitions Change active partition; use smaller active partition and test; use a

model HD or vice versa

PATH Simplify path; compare path with model; shorten path;

Policies Simplify policies then incrementally add new rules; compare policies

with model machine;

POST (power on self-test) Compare all hardware and settings with model machine; Insert bad

hardware and do E4E

Registry Compare model; insert model to replace suspect object

Services Compare settings with model; Rename services file for E4E; copy model

file to problem machine

User Account Simplify user permission; add extra rights step by step then compare

results

Workgroup Create workgroup from model machine then compare

Win 7 core OS Simplify with safe mode;

Components Isolation Task

Startup Components

Print queue Print from a different machine to that same queue and compare results;

compare queue settings from model;

Print drivers Compare driver file with model; Use generic driver and compare results

with model

Printer settings Compare printer setup with model

Spooler service Print to another print queue;

Spooler file Compare and check version with model; Insert model file

Registry Printer setting Compare and/or copy working model; HKLM\SYSTEM

\CurrentControlSet\Control\Print\Printers\<printer name>

Printer Driver folder Compare version; delete / rename file and expect error; copy working

driver file; C:\..\System32\DriverStore\FileRepository ; C:\..\System32\spool\DRIVERS\x64\3 (dll files)

Printer Connection USB Use other USB port; use known working USB port; connect printer to a

model machine

Printer Connection TCP Ping Printer TCP; compare TCP settings

Components Isolation Task

Printing Components

Encryption Create a simple basic file to encrypt then decrypt; simplify file permission;

encrypt a minimum number of files; do manual instead of automated

File backup Backup one file with basic file properties then restore; compare from model;

create one file for backup; Try manual instead of automated

File compression Compress one basic file or folder to compare with model

File permissions

Simplify file permissions; compare model; Apply file permission on a simple file

and compare behavior with model

Read and Execute

permission

Assign permission to one basic user account then admin account. Then

compare results with model. Insert model file to suspect file.

File extensions compare extension settings with model; create custom extension association;

simplify application that opens the extension

Removable drives Simplify - save to local, remote then removable

Shared folders Share folder to local users then external users; Compare with model

File (itself) Simplify file properties; compare properties with model file; insert model file

Components Isolation Task

File Access Components

3rd Party

applications (local) Simplify application settings; compare model setup

Web application Compare web and network environment with model machine

Internet Explorer Compare IE model settings; simplify setting; create new IE profile

Shared network

resources

Share locally then remotely; share to one person then group; compare folder

settings with model folder

URL Access local website then remote website. Access internal website then

external; use IP number and compare results with model; E4E DNS

Components Isolation Task

Other Components

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