Microsoft Windows XP Professional Resource Kit 2003
ISBN: N/A
EAN: N/A
EAN: N/A
Year: 2005
Pages: 338
Pages: 338
Any device installed in your system can cause startup and stability problems. Thus it is important to become familiar with common issues, so that you can diagnose and troubleshoot hardware. This compilation of troubleshooting examples can help you resolve common hardware problems by using Windows XP Professional features such as Device Manager. Checklists of troubleshooting suggestions included in this section might also provide solutions to hardware problems.
The list of devices shown in Device Manager can provide valuable information about hardware problems you might encounter. For example, devices that have resource conflicts or other problems are marked with a yellow exclamation point. You can fix problems with device drivers by updating or uninstalling the driver from Device Manager. You can view a device s properties and system resources to establish where a conflict originates. You can disable a device by using Device Manager to see which device might be causing a problem.
When there is a problem with a device, Device Manager provides an error code on the device s properties page. For a list of Device Manager error codes and suggested solutions, see Device Manager Error Codes, an appendix in this book.
For more information about Device Manager, see Device Manager earlier in this chapter.
Typically, installation of new internal devices in Windows XP Professional proceeds smoothly. If a problem occurs, Table 9-5 can help you identify the cause and find a solution.
| Suggestion | Course of Action |
|---|---|
| Check the HCL. | Verify that the device is listed on the Hardware Compatibility List (HCL) and then check Windows Update for newer Windows XP Professional drivers. For non-HCL devices, consult the manufacturer s Web site for Windows XP Professional updates. |
| Update device drivers. | Check Windows Update to determine whether updated drivers are available. If your device driver is not listed on Windows Update, check the manufacturer s Web site. If you cannot restart the computer after installing new drivers, see Troubleshooting Startup in this book. |
| Upgrade the adapter s firmware. | Upgrade the computer s firmware to the latest revision. Certain types of network cards, such as combination modem and network cards for portable computers and Preboot Execution Environment (PXE) adapters used for Remote Installation Services (RIS) might require BIOS updates to take full advantage of advanced features. Note: To start from a PXE device into a Windows 2000 or Windows XP Professional RIS enabled network, the system firmware boot order option must be set so that the network adapter is the first device on the list. Typically, the floppy disk or CD ROM is the first device, with the network adapter set as one of the last options. Upgrade the adapter s firmware to the newest version. This could improve the adapter s stability and compatibility. |
| Upgrade the computer s firmware. | For a discussion about keeping motherboard firmware revisions current, see Troubleshooting Concepts and Strategies in this book. |
| Verify that ISA devices operate in Plug and Play mode. | For ISA devices, verify that they are operating in Plug and Play mode. For non Plug and Play devices, choose resource settings that do not conflict with existing settings for other devices. |
| Replace or move the adapter. | Replace the adapter with an identical adapter type. If problems disappear, this indicates a hardware problem with the first device. You can also try physically moving the adapter to another slot. Some motherboards assign resources based on slot position, and relocating a device from one slot to another might resolve hardware conflicts. Manuals for some PCI network adapters strongly advise that you use a master slot whenever possible to avoid problems on x86-based systems. Refer to your computer s documentation for the location of these master PCI slots. If you are experienced with hardware, some x86-based motherboards have a firmware option that allows you to assign IRQ resources manually. |
| Restart or shut down the computer. | Restart the computer to make sure that device drivers are activated. This is sometimes required for ISA devices that must restart to fully initialize. For multiple boot x86-based systems with Windows 95 or Windows 98 installed, each operating system might assign different resources to the same device, resulting in initialization problems. If you suspect a problem, you can use Device Manager to verify that the device is still functioning. A yellow exclamation point or a red X indicates malfunctioning or improperly installed hardware. Restarting the computer might work, or a full shutdown might be required before you can switch operating systems. |
| Verify that the network driver is properly installed. | Verify that the Local Area Connection icon is present in Network Connections in Control Panel. If an installation problem exists, no icon appears. Try refreshing the screen to display the icon. |
| Verify network driver settings. | Many adapters use drivers that attempt to auto-detect network settings such as media type, media connector, and duplex. Occasionally, automatic settings are incorrectly detected, and you might need to make manual changes so that the device works (a common example is the duplex setting). If default driver settings do not work, try manually changing each parameter one at a time and observe the result. Note: For TCP/IP networks, Windows XP Professional uses Media Sensing, a feature that attempts to re-establish broken connections without restarting the computer. This can cause problems when two computers are connected directly to each other by a crossover network cable. For best results, avoid using crossover cables and use network hubs instead. For more information about disabling media sensing, see article Q239924, How to Disable Media Sense for TCP/IP in Windows 2000, in the Microsoft Knowledge Base. To find this article, see the Microsoft Knowledge Base link on the Web Resources page at http://www.microsoft.com/windows/reskits/webresources |
| Verify compatibility of network tools. | Bonus tools are often included with products installed by using OEM drivers. These tools might be incompatible with Windows XP Professional. Uninstall extra tools (leaving the base drivers in place) to determine whether this resolves problems. If bonus tools cause the problem, search for updated versions on the manufacturer s Web site. |
Typically, modem troubleshooting involves setup and installation problems. Understanding the differences between the two types of modems, standard and controller-less, can help to resolve problems. See Modems earlier in this chapter.
If problems arise during setup or installation of modems, use the following steps for troubleshooting:
Verify that the computer uses the serial port to communicate with the modem. If the system requests area code and dialing options information, open Phone and Modem Options in Control Panel. On the Modems tab, click Properties to verify that the information screen is not blank.
If you have difficulty, repeat the verification step mentioned above, and then check to see whether Device Manager lists your modem. If not, a specific driver for your modem was not found. Windows XP Professional might substitute a Standard Modem driver that provides basic functionality, but it might not support all the advanced features of the modem. You can use the Standard Modem driver temporarily until you obtain an update from the modem manufacturer.
Shut down and restart the computer, and then repeat the above steps.
If you are still having problems with the modem, try moving the external modem to another free serial port if one is available.
For internal modems, see All Modems below.
Troubleshooting options for controller-less modems are limited to updating driver software. Controller-less modems rely on operating-system-specific code to function, so you must use the most current Windows XP Professional drivers.
Use the following suggestions to troubleshoot standard external modems, internal modems, and controller-less modems:
If lack of system resources is an issue (especially for x86-based systems), disable unused COM ports in both the BIOS and in Device Manager. Communication ports consume resources whether they are actively used or not. Disabling unused ports might reduce the potential for hardware conflicts.
If applicable, upgrade modem firmware to the newest version.
Replace the modem with an identical model to verify that the current hardware is not malfunctioning.
Refer to the troubleshooting options listed in Table 9-5, earlier in this chapter.
| Note | Some modems use USB interfaces. For information about troubleshooting USB devices, see Troubleshooting a Universal Serial Bus Device later in this chapter. |
Video problems can stem from two common causes:
The wrong video driver is installed.
The settings made by using Display in Control Panel are incorrect, such as setting the wrong monitor type. This mismatch can result in distorted images if the monitor cannot synchronize with the video card s resolution or refresh rate.
If video distortion occurs immediately after manipulating the Display settings, press ESC to undo the changes. If you succeed in restoring the previous settings, select the correct monitor from the list of available models. If you cannot locate an exact match, use the Default Monitor or obtain a suitable driver from the manufacturer.
If you use the wrong video driver or settings, the system might stop responding and display a Stop message, or the screen might go blank soon after Windows XP Professional starts. To restore previous video settings, restart the computer, and then press F8 to view the following choices on the Windows XP Professional Advanced Options menu:
Last Known Good Configuration. Select Last Known Good Configuration to restore the registry and driver configurations to their state the last time the computer was successfully started.
Safe mode. Start in safe mode and manually update, remove, or roll back the video driver.
Enable VGA mode. Select the Enable VGA mode option to enable standard VGA 640 x 480 resolution and 16-color capability. You can then use Display in Control Panel to select the correct driver for your video adapter.
If the preceding suggestions do not resolve the problem, try the troubleshooting suggestions in Troubleshooting Network and Other Internal Adapters earlier in this chapter.
Under certain circumstances, aggressive video driver settings can cause problems with the monitor. If problems persist, try reducing graphics hardware acceleration. The appropriate setting is often determined by trial and error. For more information about changing hardware acceleration settings, see Changing Hardware Acceleration Settings for Graphics Hardware in this chapter.
When using multiple monitors, you can avoid problems during Windows XP Professional startup by taking the following precautions:
Keep all monitors turned on during startup. This precaution lets you keep track of the image on your screen, which can move from one monitor to another during startup. You can then set your primary and secondary monitor preferences: in Control Panel, open Display and click the Settings tab. For more information about adjusting multiple monitor settings, see Windows XP Professional Help and Support Center.
Verify the BIOS video card initialization sequence. Some system firmware gives you the option of initializing either the PCI or Advanced Graphics Port (AGP) first. You might be able to avoid the video shift from one monitor to another by setting the BIOS values to match your primary and secondary monitor preferences in Windows XP Professional. Consult your hardware documentation before you make any changes to the BIOS.
USB devices are typically reliable and easy to install. However, problems can arise when a new USB device is installed, or when other changes are made to the system that affect a USB device. Windows XP Professional provides error messages when certain USB error conditions are encountered. Refer to the error messages, a description of the error conditions, and recommended solutions in this section to help troubleshoot these problems. Begin with the following USB troubleshooting checklist, which provides suggestions for solutions to common problems with USB devices.
For a step-by-step approach to troubleshooting USB problems, see the USB Troubleshooter in Windows XP Professional Help and Support.
Adding a USB device might cause your system to stop responding. If resetting the computer does not solve the problem, turn off the computer, and try restarting it. If startup or stability problems persist, try any of the following troubleshooting suggestions:
To troubleshoot problems with the USB controller, refer to Table 9.5, earlier in this chapter. USB controllers are either built into the computer or are available as add-on PCI adapters.
Follow the manufacturer s installation instructions for the USB device. Some installations require that you run a setup program before plugging the device into your computer.
Plug the device into another computer to make sure that the problem is not due to your computer configuration. If you can reproduce the problem, the USB device might be malfunctioning.
If the device is attached to a USB hub, unplug it from the hub and reconnect it. Turn the hub off and on or connect the device directly to a free USB port on the computer.
Check the Event Log for USB-related error messages. The message can provide clues or other valuable information about the problem.
Check Device Manager to make sure that all devices on the Universal Serial bus controllers tree are functioning properly. Setting Device Manager to show USB devices by connection is usually the easiest way to spot a faulty device. Check that the device is not disabled. If a yellow exclamation point precedes a device, check Windows Update or contact your hardware vendor to obtain the most recent, compatible driver.
| Note | Some x86-based motherboards with built-in USB controllers feature a BIOS option labeled Assign IRQ to USB. This option must be set to on or yes for USB devices to function. |
Verify that you are not exceeding USB power limits. If a USB device attempts to draw more than 500 milliamps (mA) of electrical current, the device must be accompanied by a wall adapter to draw the additional power. If you are unsure about total USB power consumption for your system, use the power supply if one is furnished with your device to guarantee adequate power.
The USB specification allows up to five external hubs to be connected in a chain.
Always use the cables included with the device and replace damaged or worn cables with an identical type. USB cables come in many kinds and lengths, depending on the capability of the device. Using incorrect cables can degrade performance or cause the device to stop functioning.
To view information about USB power consumption
Open Device Manager, and then expand Universal Serial Bus controllers.
Double-click USB Root Hub.
Click the Power Management tab to view information about power consumption.
When you install a USB device and an appropriate driver exists in the Driver.cab file, the device is configured without the operating system requesting a device driver. However, some USB devices might not be supported with Windows XP Professional drivers.
When you attempt to install an unsupported device, Windows XP Professional prompts you for the appropriate driver. When prompted, select the location on removable media that contains the drivers supplied by the device manufacturer drivers. You can optionally specify a network location.
| Note | The fact that a USB device functions properly in Microsoft Windows 98 or Microsoft Windows 2000 does not guarantee problem-free installation in Windows XP Professional. Some USB devices might stop functioning if you upgrade to Windows XP Professional without updating drivers. Be sure to verify that USB peripherals are on the Windows XP Professional HCL, or that the driver supplied by the manufacturer is compatible with Windows XP Professional. |
The USB error detection and correction scheme uses WMI event-driven architecture to resolve errors. The interface notifies the user when a problem occurs on the bus, gives information about the error, and suggests solutions.
When the user clicks on an error message, a dialog box appears that shows the following:
A description of the error condition.
The tree-view, which is a topological view of the bus. The tree is expanded so that the device in question is displayed, selected, and in bold.
A recommended user action, which depends on the current topology of devices on the bus.
The following six error conditions reported for USB devices result in messages that give error descriptions, and some also give troubleshooting advice:
Electrical surge on hub port. Either a device attached to the port, or the port itself, has drawn more current than allowed, and the hub turned off the port. The port will not function correctly until you reset it. If the device is the cause, it must be detached before resetting the port. To reset the port, disconnect the device, and then click Reset in the dialog box. If the port is the cause, close the dialog box, and do the following to re-enable the port:
Disconnect the hub.
Re-attach the hub.
If it is the root hub, unplug all attached USB devices from the computer, and (if they have power supplies) unplug them from the electric supply. After a few moments, reconnect the devices. The computer can be restarted at any time.
USB hub port power exceeded. A device that requires more than 100 mA has been plugged into a bus-powered hub that can supply only 100 mA to each of its ports. The device will not work until it is plugged into a self-powered hub, or into a root hub, that supplies 500 mA to each port. Disconnect the problem device and reconnect it to an unused port that meets its power requirements. (The error dialog box lists the appropriate port in bold.)
USB host controller bandwidth exceeded. A device request for allocation of bandwidth has failed because the USB host controller is in full use and has no spare bandwidth. Typically, devices support several settings at various levels of bandwidth. A device tries to allocate the highest bandwidth, progressively metering itself back after each bandwidth allocation fails. Repeated requests trigger an error condition.
It is recommended that you close some applications that are using USB devices that use bandwidth. In Device Manager you can view the property page for the host controller to see bandwidth status. Pressing Refresh in the dialog box after making any changes updates bandwidth data to show whether bandwidth is freed.
Maximum number of hubs surpassed. Six or more USB hubs are linked in a chain, and the USB specification allows a maximum of five. It is recommended that you remove the most recently connected hub and connect it to a port that is highlighted on the tree view list in green (signifying that it is free and recommended).
Device enumeration failure. A device is plugged into a USB port, but the operating system does not recognize the device. The failure can have various causes. For example, the device might not initialize properly when it is plugged in, or the device driver might be faulty. If the cause is not a permanent malfunction in the physical device, unplugging and plugging the device in again might allow it to enumerate properly.
Identical serial numbers. The serial number in a device, if it exists, must be unique for each device that shares the same USB Vendor ID and Product ID. Occasionally hardware vendors mistakenly program devices with identical serial numbers. When two or more USB devices with identical serial numbers are plugged into the same system, only the first one plugged in functions. For further assistance, contact the hardware vendor.
For more information about the USB standard, see the USB link on the Web Resources page at http://www.microsoft.com/windows/reskits/webresources
For more information about troubleshooting USB, see the Microsoft Knowledge Base link on the Web Resources page at http://www.microsoft.com/windows/reskits/webresources Search the Knowledge Base using the keywords USB and USB troubleshooting.
Although IEEE 1394 devices are generally reliable, problems do arise with these devices, often when changes are made to the system. The following suggestions for troubleshooting IEEE 1394 devices can help to solve hardware problems:
When installing PCI IEEE 1394 adapters, refer to the troubleshooting options listed in Table 9.5, earlier in this chapter. Some manufacturers provide IEEE 1394 controllers that are integrated into the motherboard, while others offer them as optional components.
Follow the manufacturer s installation instructions. Some IEEE 1394 hardware installations require that you run a setup program before plugging the device into your computer.
Install the IEEE 1394 adapter and peripherals in another computer to make sure that the problem is not due to your computer configuration. If you can reproduce the problem, the IEEE 1394 adapter or the connected device might be malfunctioning.
Be sure to use the correct cables and follow the manufacturer s recommendations for length and type. For example, four-pin IEEE 1394 connectors do not provide power to connected devices, so you must use a separate power adapter. Six-pin connectors do provide power if IEEE 1394 bus power specifications are not exceeded and electrical current is supplied while your computer is on. If problems occur, use the power supply packaged with your device.
For security reasons, you cannot simultaneously connect IEEE 1394 storage devices to multiple Windows XP Professional computers. By design, Windows XP Professional does not mount an IEEE 1394 storage device that is being used by another computer. You must disconnect an IEEE 1394 hard disk from one computer before another computer can use it.
Bus-resets might cause a data flow interruption immediately after a device is attached or removed. Avoid connecting or detaching an IEEE 1394 device during a time-critical operation such as capturing video or burning a CD ROM. Add or remove devices only during idle periods.
For more information about the IEEE 1394 standard, see the IEEE 1394 link on the Web Resources page at http://www.microsoft.com/windows/reskits/webresources