Chapter # 9

Problem solving

1. Difficulty Signing In to Operating System You are attempting to sign in to your operating system,
but you receive an error message stating that you have entered an invalid password. What are your
next steps?

Answer

First step is to see if your caps look is on. Then check your password and try again. If you still have
the message, if you are on a domain then contact the systems administrator. If you are not create a
password reset disk.

Most log-in errors are the result of:

 not properly closing out a session from a previous log in

 using a browser or operating system that is not supported by our systems
 trying to log in using a bookmark of the URL
 trying to log in too many times with an incorrect password

If you encounter log-in errors, try to resolve by following the steps outlined below. If you are still not
able log in, please take a screen capture of the error message and contact us. Screen captures are
very helpful for ETS staff when researching the issue.

1. Close all internet browsers, then open a new browser window.

2. When you initially save the test-taker URL above as a bookmark or favorite, it converts to a
very long URL and must be edited. We recommend that you do not bookmark the URL.
3. If the issue persists, the Internet browser cache may need to be cleared. Use the links below
to access instructions on clearing the cache on these supported browsers.

 Chrome: Clearing the cache

 Firefox: Clearing the cache
 Safari: Clearing the cache

2. Missing Customization Settings When you sign in to your operating system, your customized
desktop background does not appear. Instead, the operating system displays the default desktop
background. What might have happened?

Answer

It may happen because third party software has changed the display settings or the files are
corrupted in the Windows folder. It may have also happened because the graphics driver expired or
the windows updates were not installed properly.
3. Incompatible Program You have upgraded to the latest version of an operating system on your
computer. After the upgrade, you realize that programs that used to run without issue now do not
run. What are your next steps?

Answer

1. Check if the program or application has any updates.

2. After updating the application, restart the system and then run the program again.

3. If the same issue occurs again, set the operating system back to the previous version.

4. Insufficient Access You are attempting to install a program on your computer and a dialog box
appears informing you that you have insufficient privileges to install the program. What might be
wrong?

Answer

Access to install

 Operating system acts as an interface between the hardware and the user.
 It controls peripheral devices like printers, hard drives and mouse.
 It is also responsible for the management and coordination of activities on a computer
system.
 Insufficient privilege problems occur to the user logged in only when the administrator does
not provide access to the user for modifications.

 Hence the user will not have privilege to install the required software.
 If the user tries to install, then the dialog box describing about insufficient privilege is
displayed.

5. Software Update Issues You have heard that new software updates are available for your
operating system, but when the operating system checks for updates, it shows that no updates are
available. Why might this be the case?

Answer

Check the version to update the software, if it is the same the software will automatically update. If

not, it can be updated from the Company M store.

6. Virtual Machine Error You use virtual machines on your office computer so that you can run and
test software in multiple operating system versions. When you attempt to run one of the virtual
machines, you receive an error message that the virtual machine already is running. You are certain
that the virtual machine is not running. What steps can you take to correct the problem?

Answer

This may occur because the virtual machine is running in some other system; so, shut down the

workstation that is working currently may help and delete the files with the extension .lck, .lock files,
or the folder in the system. Restart and run the workstation. Start the virtual machine. The steps to

take the correct problem

• Run the virtual machine software.

• select the virtual machine one want to run.

• Click the button to run the virtual machine.

• when one is finished using the virtual machine, shut down the operating system similar to how

one would shut down one computer.

7. Missing Files and Settings When you sign in to various computers at work with the credentials
assigned by your IT department, you typically see all your files. When you recently signed in to the
computer in your office, however, you were unable to view your files. What are your next steps?

Answer

• The credentials must be confidential it should not be the date of birth or name of the person
because

some suspicious person can log in to the computer or the system and leak the data or delete the
data

this might be one of the reason and preventive measure to take care of the credentials.

• And install the anti-virus software to detect the malicious attacks and phishing links that damage
the

device and the whole data.

Explanation:

The system can be kept in a protected view, and using the admin access can disable the protected

view. Otherwise, the files will not be synchronized or saved properly in the server. Anti virus
software

is used to protect the computer from malware attacks that damage the devices and delete the files

and folders.

8. Faulty Update Your computer is set to install updates for the operating system, programs, and
apps automatically. You have learned through your company’s IT department that a recent operating
system update causes a problem to occur with a program you use regularly. What are your next
steps?

Answer
Remove the update which causes the problem in running devices or regular applications.

Steps:

• Search for update history.

• Select view update history.

• Select uninstall updates.

• Restart the device.

9. Mobile Device Operating System Upgrade A notification appears on your mobile phone stating
that an operating system upgrade has been downloaded and is ready to install. Your company has
provided the mobile phone to you for work-related business, and you are hesitant to install the
upgrade.What are your next steps?

Answer

• First, contact the technical team of the company,

• If they talk about the upgrade of software then the user can proceed with the update and install

it.

• If they haven't talked about explain about the notification that the user received and once they

are confirming or agree the user allows the update.

• The user free to proceed with the installation of the update.

10. Slow System Performance Your office computer has been running slow lately, and you are
attempting to determine the cause. What steps can you take to determine what might be slowing
your computer’s performance?

Answer

1) Too many start-up programs

2) Gaps in time between reboots
3) Too many background programs
4) Hard drive is almost full
5) Not enough memory

6) Processor is overheating

7) Fragmented hard drive

8)Hardware failure
9) You have a virus
10) Software needs to be updated