1. The Process of Troubleshooting Hardware Issues
Hardware problems can take several different forms:
Hardware problems that prevent Windows from starting
A newly installed hardware accessory that does not work as expected
A hardware accessory that did work correctly, but now fails
Unpredictable
symptoms, such as failing applications and services, Stop errors,
system resets, and accessories that behave unreliably
You should use a different
process to troubleshoot each of these broad problem categories. The
following sections discuss each of these suggested processes.
1.1. How to Troubleshoot Problems That Prevent Windows from Starting
Some hardware
problems—especially those related to hard disks or core features such as
the motherboard or processor—can prevent Windows from starting.
1.2. How to Troubleshoot Problems Installing New Hardware
Often, you might
have difficulty installing a new hardware feature, or an existing
hardware feature might suddenly fail. If you are having trouble
installing a new hardware feature, follow these steps:
If Windows will not start.
Install any updates available from Windows Update.
Download
and install updated software and drivers for your hardware. Hardware
manufacturers often release updated software for hardware features after
they release the hardware. You can typically download software updates
from the manufacturer's Web site.
Remove
and reinstall any newly installed hardware by strictly following the
manufacturer's instructions. You often need to install the software
before connecting the hardware. For detailed information about troubleshooting universal serial bus (USB) devices.
Use
Event Viewer to find any related events that might provide useful
information for diagnosing the problem. Typically, drivers will add
events to the System Event Log. However, drivers could add events to any
log.
Install
updated drivers for other hardware features, including basic
input/output system (BIOS) and firmware updates for all hardware
accessories and your computer. Updated drivers for other hardware features can sometimes solve incompatibility problems with new hardware.
If
possible, move hardware to different connectors on your computer. For
example, move internal cards to different slots, or connect USB devices
to different USB ports. If this solves the problem, the original
connector on your computer has failed or the device was not connected
correctly.
Replace any cables used to connect the new hardware to your computer. If this solves the problem, the cable was faulty.
Connect the new hardware to a different computer. If the hardware fails on multiple computers, you might have faulty hardware.
Contact
the failed hardware manufacturer for support. You might have a hardware
or software failure; the hardware manufacturer can assist with
additional troubleshooting.
1.3. How to Troubleshoot Problems with Existing Hardware
If a hardware feature that previously worked suddenly fails, follow these troubleshooting steps:
If Windows will not start.
Use
Reliability Monitor to determine how long the problem has been
occurring and what related symptoms might be occurring. Then use Event Viewer to find any related events
that might provide useful information for diagnosing the problem.
Install any updates available from Windows Update.
Roll
back any recently updated drivers, even if they are for other devices.
Driver problems might cause incompatibilities with different devices.
Download
and install updated software and drivers for your hardware. Hardware
manufacturers often release updated software for hardware features after
they release the hardware. You can typically download software updates
from the manufacturer's Web site.
Remove and reinstall any newly installed hardware.
Install updated drivers for other hardware
features, including BIOS and firmware updates for all hardware
accessories and your computer. Updated drivers for other hardware
features can sometimes solve incompatibility problems with hardware.
Troubleshoot
disk problems by using ChkDsk to identify and possibly fix disk-related
problems. Disk problem can corrupt drivers, which might cause hardware
to stop functioning.
If
possible, move hardware to different connectors on your computer. For
example, move internal cards to different slots and connect USB devices
to different USB ports. If this solves the problem, the original
connector on your computer has failed or the device was not connected
correctly.
Replace any cables used to connect the new hardware to your computer. If this solves the problem, the cable was faulty.
Connect
problematic hardware to a different computer. If the hardware fails on
multiple computers, you might have a hardware malfunction. Contact the
hardware manufacturer for technical support.
Perform
a system restore to attempt to return the computer to the latest state
when it was functioning correctly.
Contact
the hardware manufacturer for support. You might have a hardware or
software failure, and the hardware manufacturer can assist with
additional troubleshooting.
1.4. How to Troubleshoot Unpredictable Symptoms
Hardware, driver, and disk problems can cause unpredictable symptoms when Windows is running, including:
Many different types of
problems can cause these symptoms. To identify the source of these
problems and possibly fix the issue, follow these steps. After each
step, determine whether the problem continues.
If Windows will not start.
Use
Reliability Monitor to determine how long the problem has been
occurring and what other related symptoms might be occurring . Then use Event Viewer to find any related events
that might provide useful information for diagnosing the problem.
Typically, drivers will add events to the System Event Log. However,
drivers could add events to any log.
Install any updates available from Windows Update.
Install updated drivers available directly from the hardware manufacturer, including BIOS and firmware updates for all hardware accessories and your computer.
Roll back any recently updated drivers.
Troubleshoot disk problems
by using ChkDsk to identify and possibly fix disk-related problems. To
resolve problems related to low free disk space, run the Disk Cleanup
Wizard.
Test your memory for problems by using Windows Memory Diagnostics.
Remove
unnecessary hardware features one by one. If the problem disappears
after removing a hardware feature, that feature likely is causing the
problem.
Perform
a system restore to attempt to return the computer to the latest state
when it was functioning correctly.
Contact
your computer manufacturer for support. You might have a hardware or
software failure, and your computer manufacturer can assist with
additional troubleshooting.
2. How to Diagnose Hardware Problems
Always remember to
check basic issues before attempting to remove and replace parts. Before
installing new peripherals, refer to your motherboard and device
manuals for helpful information, including safety precautions, firmware
configuration, and expansion slot or memory slot locations. Some
peripheral manufacturers recommend that you use a bus-mastering PCI slot
and advise that installing their adapter in a secondary slot might
cause it to function improperly.
2.1. How to Use Device Manager to Identify Failed Devices
Windows 7 can detect
hardware that is not working properly. View failed hardware by following
these steps to use Windows Device Manager:
Click Start, right-click Computer, and then select Manage.
Under System Tools, click Device Manager.
Device
Manager displays all devices. Problem devices (including any devices
with which Windows 7 is unable to successfully communicate) are
displayed with a warning sign. If no categories are expanded and no
devices are visible, Windows did not detect a problem with any device.
2.2. How to Check the Physical Setup of Your Computer
If you have recently opened
the computer case or the computer has been moved or shipped, connectors
may have loosened. You should perform the following tasks to verify that
connections are solid:
Confirm
that the power cords for all devices are firmly plugged in and that the
computer power supply meets hardware specifications
Computer power supplies are available in different sizes and are
typically rated between 200 and 400 watts. Installing too many devices
into a computer with an inadequate amount of power can cause reliability
problems or even
damage the power supply. See the manufacturer's power specifications
when installing new devices and verify that your computer can handle the
increased electrical load.
Disconnect external accessories
External accessories—such as those that connect using USB or IEEE 1394,
PC cards, and ExpressCards—can malfunction and interfere with the
startup process. You can identify the cause of the problem either by
disconnecting devices one by one and attempting to start the computer
after disconnecting each device or by disconnecting all the devices,
restarting the computer, and then reconnecting the devices one by one.
Verify that you correctly installed and firmly seated all internal adapters
Peripherals such as keyboards and video cards often must be installed
and functioning to complete the initial startup phase without generating
error messages. Adapters might become loose if the computer is moved or
bumped or if the computer vibrates from moving parts such as hard
disks.
Verify that you correctly attached cables
Check that you have firmly seated all cable connectors by disconnecting
and reconnecting cables. Search for damaged or worn cables and replace
them as required. To ensure that contacts are solid, use a pencil eraser
to clean dirty connectors.
Check the system temperature
High temperatures inside a computer can cause unpredictable failures.
Many computers will display internal temperatures for the processor,
hard disk, graphics card, or other features if you start the Firmware
menu. Graphical third-party tools also run within Windows for displaying
temperature diagnostic information. If the temperature is high, verify
that all fans are working properly and the vents are not blocked. Verify
that the computer's case is completely assembled. Leaving panels open
might seem like it would improve airflow, but it can actually misdirect
air that should be cooling hot features. Verify that air can flow freely
around the outside of the computer. Particularly with mobile PCs,
verify that the computer is not resting on a soft surface that can
prevent heat dissipation, such as a couch or carpet. Finally, reset
processor and memory speeds to their default settings to verify that the
computer has not been overclocked.
2.3. How to Check the Configuration of Your Hardware
If you have recently changed the hardware
configuration of your computer, or you are configuring a new computer,
you should check the configuration to identify the cause of a startup
problem.
Verify that you correctly configured any jumpers or dual in-line package (DIP) switches
Jumpers and DIP switches close or open electric contacts on circuit
boards. For hard disks, jumper settings are especially important,
because they can adversely affect the startup process if not correctly
set. For example, configuring two master Advanced Technology Attachment
(ATA) disks that are installed on the same channel or assigning
duplicate small computer system interface (SCSI) ID numbers to devices
in the same SCSI chain might cause a Stop error or error messages about
hard disk failure.
Configure boot configuration data (BCD) references correctly when a hard disk is added
Installing an additional hard disk or changing the disk configuration
in a computer can prevent Windows from starting. In this case, use the
Startup Repair tool within System Recovery tools to automatically
resolve the problem.
Verify SCSI configuration If your computer uses or starts from SCSI devices and you suspect that these devices are causing startup problems, you need to check the items listed in Table 1.
Table 1. Checklist for Troubleshooting SCSI Devices
ITEM | DESCRIPTION |
---|
All devices are correctly terminated. | Verify
that devices are correctly terminated. You must follow specific rules
for termination to avoid problems with the computer not recognizing an
SCSI device. Although these rules can vary slightly from one type of
adapter to another, the basic principle is that you must terminate an
SCSI chain at both ends. |
All devices use unique SCSI ID numbers. | Verify
that each device located on a particular SCSI chain has a unique
identification number. Duplicate identification numbers can cause
intermittent failures or even data corruption. For newer devices, you
can use the SCSI Configured AutoMagically (SCAM) standard. The host
adapter and all devices must support the SCAM standard. Otherwise you
must set ID numbers manually. |
The BIOS on the startup SCSI controller is enabled. | Verify
that the SCSI BIOS is enabled for the primary SCSI controller and that
the BIOS on secondary controllers is disabled. SCSI firmware contains
programming instructions that allow the computer to communicate with
SCSI disks before Windows 7 starts. Disabling this feature for all host
adapters causes a startup failure. For information about disabling or
enabling the BIOS, refer to the documentation provided with your SCSI
controller. |
You are using the correct cables. | Verify
that the connecting cables are the correct type and length and are
compliant with SCSI requirements. Different SCSI standards exist, each
with specific cabling requirements. Consult the product documentation
for more information. |
The firmware settings for the host SCSI adapter match device capabilities. | Verify
that host adapter BIOS settings for each SCSI device are set correctly.
(The BIOS for the SCSI adapter is separate from the computer
motherboard firmware.) For each SCSI device, you can specify
settings—such as Sync Negotiation, Maximum Transfer Rate, and Send Start
Command—that can affect performance and compatibility. Certain SCSI
devices might not function correctly if settings are set beyond the
capabilities of the hardware. Consult the documentation for your SCSI adapter and device before changing default settings. |
SCSI adapters are installed in a master PCI slot. | Verify
that you installed the host adapter in the correct mother-board slot.
The documentation for some PCI SCSI adapters recommends using busmaster
PCI slots to avoid problems
on 32-bit computers. Refer to the manufacturer's documentation for your
motherboard or computer to locate these busmaster PCI slots. If your
SCSI adapter is installed in a non-busmaster PCI slot, move it to a
master slot to see whether the change improves operation and stability. |
Warning:
As a precaution, always shut down the computer and remove the power connector before troubleshooting hardware. Never attempt to install or remove internal devices if you are unfamiliar with hardware.
Note:
MORE INFO For more information about SCSI termination, see Microsoft Knowledge Base article 92765, "Terminating a SCSI Device," at http://support.microsoft.com/?kbid=92765 and Microsoft Knowledge Base article 154690, "How to Troubleshoot Event ID 9, Event ID 11, and Event ID 15 Error Messages," at http://support.microsoft.com/?kbid=154690.
2.4. How to Verify That System Firmware and Peripheral Firmware Are Up to Date
You can sometimes trace
instability and compatibility problems to outdated firmware. Whenever
possible, use the latest firmware version. If Setup does not respond
when you are installing the operating system, the cause might be the
firmware for your DVD drive. Try upgrading the DVD firmware to the
latest version.
2.5. How to Test Your Hardware by Running Diagnostic Tools
If the problem occurs
after the power-on self test (POST) routine finishes but before Windows
fully loads, run any diagnostic software that the manufacturer of the hardware
adapter provides. This software typically includes self-test programs
that allow you to quickly verify proper operation of a device and might
help you to obtain additional information about the device, such as
model number, hardware, and device firmware version.
Additionally, you can use Windows to run a memory test on your computer.
2.5.1. How to Simplify Your Hardware Configuration
Hardware
problems can occur when you have both newer and older devices installed
on your computer. If you cannot resolve problems by using safe mode and
other options such as rolling back drivers, temporarily disable or
remove Microsoft Internet Security and Acceleration (ISA) devices that
do not support Plug and Play. If you can start Windows with these older
devices removed, these devices are causing resource conflicts, and you
need to manually reconfigure the resources assigned to them.
While you are diagnosing startup problems related to hardware, it is recommended that you simplify your configuration. By simplifying
your computer configuration, you might be able to start Windows. You
can then gradually increase the computer's hardware configuration
complexity until you reproduce the problem, which allows you to diagnose
and resolve the problem.
Avoid troubleshooting when you
have several adapters and external peripherals installed. Starting with
external and ISA devices, disable or remove hardware devices one at a
time until you are able to start your computer. Reinstall devices by
following the manufacturer's instructions, verifying
that each is functioning properly before checking the next device. For
example, installing a PCI network adapter and a SCSI adapter at the same
time can complicate troubleshooting, because either adapter might cause
a problem.
ISA devices cause a
large share of startup problems related to hardware because the PCI bus
does not have a reliable method for determining ISA resource settings.
Device conflicts might occur because of miscommunication between the two
bus types. To avoid ISA and PCI conflicts, try temporarily removing ISA
devices. After you install a new PCI device, you can use Device Manager
to determine which system resources are available to ISA devices. Then
reconfigure the ISA devices that do not support Plug and Play to
eliminate any conflicts. If the problems continue after you reinstall
ISA devices and you cannot resolve them with assistance from technical
support, consider upgrading to newer hardware.
Simplifying
your computer configuration also helps when problems prevent you from
installing Windows. For more information about simplifying your hardware
configuration to resolve setup problems, see Microsoft Knowledge Base
article 224826, "Troubleshooting Text-Mode Setup Problems on ACPI
Computers," at http://support.microsoft.com/?kbid=224826.
2.6. How to Diagnose Disk-Related Problems
Disk-related problems typically occur before Windows starts or shortly afterward. Refer to Table 2 for a list of symptoms, possible causes, and sources of information about disk-related startup problems.
Table 2. Diagnosing Disk-Related Startup Problems
SYMPTOM, MESSAGE, OR PROBLEM | POSSIBLE CAUSE | FOR MORE INFORMATION |
---|
The POST routine displays messages similar to the following.
Hard disk error.
Hard disk absent/failed.
| The system self-test routines halt because of improperly installed devices. | Verify that hardware is connected properly, as described earlier in this section. |
The system displays MBR-related or boot sector–related messages similar to the following.
Missing operating system.
Insert a system diskette and
restart the system.
| The Master Boot Record (MBR) or partition boot sector is corrupt because of problems with hardware or viruses. | Run Startup Repair. |
The system displays messages about the partition table similar to the following.
Invalid partition table.
A disk-read error occurred.
| The partition table is invalid because of incorrect configuration of newly added disks. | Run Startup Repair. If Windows still fails to start, use the System Recovery command prompt to configure your disks. |
You cannot access Windows after installing another operating system. | The boot sector is overwritten by another operating system's setup program. | Run Startup Repair. |
System files are missing. | Required startup files are missing or damaged, or entries in the BCD registry file are pointing to the wrong partition. | Run Startup Repair. |
The EFI boot manager or Windows Boot Manager displays messages similar to the following.
Couldn't find loader.
Please insert another disk.
| System files are missing. | Run Startup Repair. |
CMOS or NVRAM disk configuration settings are not retained. | The CMOS memory or NVRAM is faulty, data is corrupted, or the battery that retains these settings needs replacing. | Follow the manufacturer's instructions for replacing or recharging the system battery. |
Infrequently,
disk-related issues such as corrupted files, file system problems, or
insufficient free space might cause Stop messages to appear. For more
information about maintaining disks and troubleshooting disk-related