Author: Bob Lin

• If the computer is displaying the Dell logo and does not move past that point, it has probably failed POST.
• If the power indicator lights up and it is amber or orange, this is usually an indicator that it has failed POST.
• If you see any text on a black screen, the computer is currently performing the POST. If the computer stays in that condition and does not move past it, it has probably failed POST.
• If the monitor displayed anything at all during the startup process but is now black, this probably indicates that the computer failed POST.
• If the computer is beeping or if Diagnostic LEDs/Power LEDs are flashing, note down if there is a particular pattern in which it beeps or flashes and the colours seen.
• If the computer is not beeping and the Diagnostic LEDs and caps/num/scroll lock LEDs are not flashing or lit, unplug all connections and remove all media communication devices (e.g. external monitors); reconnect one at a time and check if the computer functions.

Situation: the user can’t boot his computer after windows 10 update. The power led is on but not hard drive led. Also the monitor doesn’t show any Dell logo.

Troubleshooting: 1. Open the computer and reset it, for example, reset jump, reset memory, reset hard rive, reset battery.

2. On the back under power supply, if there is button, press it to reset the power.

3. This is from Dell website: Perform a hard reset 1) Power off your Dell PC. 2) Disconnect the AC adapter or power cord and remove the battery (for Dell laptop PCs). 3) Disconnect all external devices or peripherals like USB drives, printer cables and media cards (SD/xD). 4) Press and hold the power button for 15-20 seconds to drain residual power.5) Connect the AC adapter or power cord and the battery (for Dell laptop PCs). If your Dell PC still does not power on or boot into the operating system, follow the guide below based on the symptoms that you are experiencing on your Dell PC. You can also follow instructions below to run a hardware diagnostic check on your Dell PC.

4.

Situation: The client lost her USB drive. When she can see tit in Disk management with Unknown and Not Initialized.

If she tries to initialize, she gets this message: Data Error (cyclic redundancy check).

Troubleshooting: 1. Try Stellar Data Recovery scan and deep scan, can’t see any files.

2. Try EaseUS Data Recovery, scan and deep scan, can’t see anything.

3. Try MiniTool Power Data Recovery, we can see some RAW files.

Situation: when the client tries to install .NET Framework 3.5/2.0 on his Windows 10 computer, he gets this error:

Windows couldn’t complete the requested changes.

The changes couldn’t be completed. Please reboot your computer and try again.

Error code: 0x800F0954

Troubleshooting:

1. Install .NET Framework (or Optional Features) from Windows 10 ISO or DVD. 1) Mount the Windows 10 ISO image or inset DVD. 2) locate the sources>sxs location, for example E:\sources\sxs. 3) Open an elevated Command Prompt (Administrator) window. 4) Run this command: dism /online /enable-feature /featurename:NetFX3 /Source:E:\sources\sxs /LimitAccess or powershell command:

Add-WindowsCapability -Online -Name NetFx3~~~~ -Source E:\Sources\SxS

2. Bypass WSUS if you have WSUS. Please refer to this article:

How to disable WSUS policy on workstation

Data Recovery Rate

Diagnostic Fee: $50 (waived if it is for personal use or paid for the recovery)

Level One – Data accidentally deleted from a working drive; Data lost because a drive was reformatted; Lost data because of Windows OS update: $199 up to 10 GB (includes Diagnostic Fee: $50.00).

Level Two – Windows OS corruption; Files are damaged; Files deleted and then overwritten after continued hard drive use: $399.99 up to 10 GB (includes Diagnostic Fee: $50.00).

Level Three – Windows severe file system issues; Encrypted files; Light mechanical issues: $599.99 up to 10 GB (includes Diagnostic Fee: $50.00).

Level Four – Serious server issues with file system or software; RAID file system recovery; Failed or damaged hard drive: $1000 up to 100 GB (includes Diagnostic Fee: $50.00).

Additional Fee is $100 per hour after 10 GB/100 GB (Level Four) GB recovery.

Windows OS Recovery Rate

Diagnostic Fee: $50 (waived if it is for personal use or paid for the recovery) Fee: $50 (waived if it is for personal use or paid for the recovery).

Windows Workstation Recovery: $150 (includes Diagnostic Fee: $50.00).

Windows Server Recovery: $250 (includes Diagnostic Fee: $50.00).

Additional Fee is $100 per hour if it is more than 3 hours.

Situation: When the user opens Outlook, he gets this error: “The name on the security certificate is invalid or does not match the name of the site”

Troubleshooting: In most cases, this is Autodiscover Domain Name System (DNS) records issue. Use https://testconnectivity.microsoft.com/ to troubleshoot Autodiscover problem or This Microsoft article may help:

“The name on the security certificate is invalid or does not match the …https://support.microsoft.com/…/the-name-on-the-security-certificate-is- invalid-or-does-not-match-the

Or try to clear the cache.

Situation: Whenever morning, the user has a black screen and can’t login the domain computer. After restarting the computer, she can’t login because the account is locked.

Troubleshooting: The event viewer shows Event ID 40960: The Security System detected an authentication error for the server LDAP. The failure code from authentication protocol Kerberos was “The user account has been automatically locked because too many invalid logon attempts or password change attempts have been requested.

We find the user changed the computer screen save recently and she selects a family photo. We fix the problem by disabling the photo screen save.

Note: You may use some tools to troubleshoot this issue.

Account Lockout Tools
http://technet.microsoft.com/en-us/library/cc738772(WS.10).aspx
Virus alert about the Win32/Conficker worm
http://support.microsoft.com/kb/962007

Also

•user’s account in stored user name and passwords
•user’s account tied to persistent mapped drive
•user’s account as a service account
•user’s account used as an IIS application pool identity
•user’s account tied to a scheduled task
•un-suspending a virtual machine after a user’s pw as changed
•A SMARTPHONE!!!

For more refer KB article:http://technet.microsoft.com/en-us/library/cc773155(WS.10).aspx

Troubleshooting account lockout the Microsoft PSS way:
http://blogs.technet.com/b/instan/archive/2009/09/01/troubleshooting-account-lockout-the-pss-way.aspx

Using the checked Netlogon.dll to track account lockouts
http://support.microsoft.com/kb/189541

If the multiple user ids are getting locked in AD this could be the sympton of Win32/Conficker worm.

See this similar thread too:

Event ID 40690 – Accounts keep locking out
http://social.technet.microsoft.com/Forums/en/winservergen/thread/8c684d03-c075-4015-8799-03ee9f1cd853
http://social.technet.microsoft.com/Forums/en-US/w7itprosecurity/thread/e1ef04fa-6aea-47fe-9392-45929239bd68/

Situation: The client can’t send print job to Dymo Labelwritre 450.

Troubleshooting: 1. Make sure you have correct printer driver.

2. Make sure the cable is good.

3. If it is a new Windows 10 computer, make sure the USB port works. Try different port for a test.

Situation: The user has a problem to open Word and Outlook. When we try to repair Office,, it gives this error: error code 30034-4.

Troubleshooting: 1. Run SYSTEM FILE CHECKIN: SFC/SCANNOW .

2. Disable firewall and any security software.

3. Uninstall and re-install Office.

4. Make sure no pre-existing Office version in the computer.

Situation: After install Office 365, the user can’t open any Office apps such as word, Outlook. When trying to uninstall office, he gets this Error Code 30015-25.

Troubleshooting: 1. Restart the Computer doesn’t fix the problem.

2. Run repair doesn’t fix the problem.

3.