Basic Computer Troubleshooting: Using Safe Mode in Windows Operating System

Most of Sony users are calling about black screen or windows error recovery problem in their computers. Or sometimes, the computer crashes or locks up. They reboot the computer and it loads a strange looking Windows desktop with the words Safe Mode in the four corners. What is Safe Mode in Windows operating system? How does it works?


Safe Mode is a special way for Windows to load when there is a system-critical problem that interferes with the normal operation of Windows. The purpose of Safe Mode is to allow you to troubleshoot Windows and try to determine what is causing it to not function correctly. Once you have corrected the problem, then you can reboot and Windows will load normally.


There are several things that happen when Windows boots in Safe Mode that differ from a standard boot:

• Safe Mode does not run the autoexec.bat or config.sys files.

• Most device drivers are not loaded. A device driver is the software that Windows uses to interact with a piece of hardware, such as a printer or scanner.

• Instead of the normal graphics device driver, Safe Mode uses standard VGA graphics mode. This mode is supported by all Windows-compatible video cards.

• Himem.sys, which is normally loaded as part of the config.sys script, is loaded with the /testmem:on switch. This switch tells the computer to test the extended memory before continuing.

• Safe Mode checks the msdos.sys file for information on where to find the rest of the Windows files. If it finds the files, it proceeds to load Windows in Safe Mode with the command win /d:m. If it does not find the Windows files, it will run command.com to bring up a C: prompt.

• Windows boots using a batch file called system.cb instead of the standard system.ini file. This file loads the Virtual Device Drivers (VxDs) that Windows uses to communicate with the standard parts of the computer.

• Windows now loads the regular system.ini file plus win.ini and Registry settings. It skips the [Boot] (except for the shell and device lines) and [386Enh] sections of system.ini and does not load or run any programs listed in win.ini.

• The Windows desktop loads up in 16 colors and at a resolution of 640 x 480 with the words "Safe Mode" in each corner.

Safe Mode starts up automatically if Windows does not boot on the previous attempt. You can also invoke Safe Mode by pressing F5 or by pressing F8 and selecting it from the boot menu.
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So what should you do if your computer boots to Safe Mode? First, try to determine what has changed on your system that could have caused Windows to fail to boot properly. If you have added any kind of hardware, go to the Control Panel and remove it and uninstall the software driver for that device. Then attempt a reboot. If Windows boots properly, you can be reasonably certain that there was some type of conflict with the device and try to resolve it.


Use this same method if you have loaded a new game or application sometime recently. Go to the Control Panel, click on Add/Remove Programs and remove the software. Try a reboot and hopefully you will get a normal Windows boot.


If the problem is definitely not new hardware or software, then you most likely have a corrupted Registry. In this case, you will quite likely have to perform a new installation of Windows to set things right.

Basic Computer Troubleshooting: Hardware

Troubleshooting is a form of problem solving most often applied to repair of failed products or processes. It is a logical, systematic search for the source of a problem so that it can be solved, and so the product or process can be made operational again. Troubleshooting is needed to develop and maintain complex systems where the symptoms of a problem can have many possible causes. Troubleshooting is used in many fields such as engineering, system administration, electronics, automotive repair, and diagnostic medicine. Troubleshooting requires identification of the malfunction(s) or symptoms within a system. Then, experience is commonly used to generate possible causes of the symptoms. Determining which cause is most likely is often a process of elimination - eliminating potential causes of a problem. Finally, troubleshooting requires confirmation that the solution restores the product or process to its working state.

In general, troubleshooting is the identification of, or diagnosis of "trouble" in a system caused by a failure of some kind. The problem is initially described as symptoms of malfunction, and troubleshooting is the process of determining the causes of these symptoms.

A system can be described in terms of its expected, desired or intended behavior (usually, for artificial systems, its purpose). Events or inputs to the system are expected to generate specific results or outputs. (For example selecting the "print" option from various computer applications is intended to result in a hardcopy emerging from some specific device). Any unexpected or undesirable behavior is a symptom. Troubleshooting is the process of isolating the specific cause or causes of the symptom. Frequently the symptom is a failure of the product or process to produce any results. (Nothing was printed, for example).
Troubleshooting is a process. The process for troubleshooting is to isolate the area of the system that the problem has occurred and attempt to take steps toward resolving the problem.

It is important to note any changes to the system prior to the problem as well as immediate symptoms. Troubleshooting is a process. The process for troubleshooting is to isolate the area of the system that the problem has occurred and attempt to take steps toward resolving the problem. It is important to note any changes to the system prior to the problem as well as immediate symptoms. For instance, if a system performs well until you open an unexpected mail attachment from a co-worker. It is possible the system was affected by the act of opening the attachment (possible virus/worm).


COMPUTER TROUBLESHOOTING

Trying to track down and resolve technical problems on your computer is, undeniably, one of life's most frustrating experiences. To help you through the process, I've written some articles that explain the critical issues you need to understand to do effective troubleshooting on personal computers. This section will tackle mainly on the basic troubleshooting of computer's hardware problems.


1. The computer does not display, beep, clear POST or boot.

NOTES:
* Because each of these steps represents a possible solution to this issue, check the computer status after completing each step.

1. Restart the computer by pressing and holding the power button until all power indicator lights are off, waiting 30 seconds, and then pressing the power button again.
2. Remove or disconnect all removable media.
3. Restart the computer to Safe Mode.
4. Reset the computers BIOS to the default values.
5. Restart the computer to the Last Known Good Configuration.
6. Disconnect all peripheral devices connected to the computer.
7. Remove any additional third-party cards that were installed in the computer.
8. Remove any additional RAM memory modules that have been added to the computer.
9. Remove and replace (reseat) the original RAM memory modules that came installed in the computer.
   

NOTE: Refer to the operating instructions supplied with the computer for specific information on how to install, remove or replace RAM memory modules.

The troubleshooting steps listed above should resolve your issue. If you have completed all of the steps and the issue is not resolved, service may be required.

2. The Windows freezes or stops responding frequently.

Cause:

This issue could be caused by any of the below possibilities.

1. Software related issue.
2. Driver related issue.
3. Operating system related issue.
4. Heat related issue.
5. Hardware issue.
6. Serious issue with Windows
7. Hardware failure.

Answer:

This article contains recommendations on what to do if the computer frequently freezes or completely halts. An easy way to determine if your computer is in this situation is by pressing the Num Lock button on the keyboard and watching the Num Lock led to see if it turns off and/or on.

If you're able to get the light to turn off an on, press CTRL + ALT + DEL and attempt to end task the program. Additional information about this can be found on document CHTSR. Otherwise continue reading this document.
Software related issue

A computer locking up or freezing is often is caused by a software related issue. If you're encountering lockups when the computer is opening a particular program, make sure you have all the latest updates for that program. You can find the latest updates for your software through the software developer or publisher.

Driver related issue

A computer lock up can also be caused by drivers. For example, if there is an issue that exists with your video drivers a computer could lock up while playing a game or displaying any other type of video. Make sure you have the latest drivers for all major devices in your computer (video, sound, modem, and network). A listing of driver related pages as well as driver related help can be found on our drivers page.

Operating system related issue

Make sure your operating system has all of the latest updates installed on it. Additional information about updating Windows can be found on document CH000545.

Heat related issue

If the computer processor is getting too hot it can cause the computer to freeze. If you have heard any abnormal noises coming from your computer recently such as a high squealing, this could indicate a fan may be failing in your computer.

You can first start by verifying the fan on the power supply is working by examining the back of the computer and seeing if the fan is moving and moving smoothly. For all other fans in the computer you will need to either open the computer and make sure the fan are working (processor fan and case fan) and/or if your BIOS monitors the RPM of the fans, enter BIOS and make sure the BIOS does not report any errors.

Users may also be able to determine how hot their computer is by onboard thermal sensors. If your computer comes equipped with these sensors, make sure your CPU is not running too hot.

Hardware issue

In addition to software, hardware can also cause a computer to lock. If you have recently added any new hardware into the computer, try temporarily removing it to make sure it is not the cause of your issue.

Before attempting to remove any hardware, make sure you are not encountering this issue because of hardware conflicts by viewing Device Manager for errors. Additional information about Device Manager can be found on our Device Manager page.

If you have not recently installed any new hardware into the computer, the next best solution to determining if this is a hardware issue would be remove any hardware on the computer that is not needed. For example, remove your modem, network card, sound card, and any other expansion cards that are not needed for the computer to operate. Run the computer without these cards to see if they are the cause of your issue.

Serious issue with Windows

If you have tried all the above recommendations and the computer continues to frequently lock up, its possible that Windows may be seriously corrupt. Try running through the basic troubleshooting steps for your version of Windows on our basic troubleshooting page. If these additional steps do not resolve your issue, we suggest you backup all information and erase and reinstall Windows on your computer.

Hardware failure

If after reinstalling your operating system, or during the installation of your operating system, your computer turns off abnormally, it is very likely that other hardware is failing in the computer. Often this is RAM, CPU, Motherboard, and/or Power Supply (in that order).

If you have extra available parts or have a friend or co-worker with a similar configuration that is willing to allow you to test their hardware in your computer, try swapping these parts to determine if they are at fault. Otherwise, you will need to have the computer serviced.

On Being a Computer Technician

Although I love computers, it never occurred in my mind that I will be troubleshooting computer as a job. Computer troubleshooting needs a lot of patience and I easily get bored. I don't even know the basic troubleshooting steps and I usually go to a computer shop if my laptop is not working properly. I don't have much background in the computer aside from using it to social networking ans doing my research papers. I only learned how to operate computer when I was in fourth year high school, just the basic operations of turning it on/off and creating a word document. Hahaha!

Well, we don't have computer at home and I go to computer shops when I have to research about my assignments and check my email. I bought my notebook when I was in my last year in college. The primary reason is obvious, I intend to use my laptop while doing my thesis. It is more convenient to write your ideas in a computer than using a bulks of paper.

My cousins Kuya Benj and Robert, who are siblings, are the one who taught me many things about computers. Kuya Benj is into website business while Robert took up computer course in college. They are different in approach, though. I learned basic hardware troubleshooting from Robert because it was his forte. On the other hand, Kuya Benj taught me how to explore networking and computer programs (softwares). He even showed me how to make money online in numerous ways.

I was doing my thesis and was running out of budget. I decided to look for a part-time job to support my schooling. Working in a call center is my best option because of its schedule. Most of my classes are during afternoon especially the major subjects and I can use my vacant morning time to sleep while working at night. But it was never easy to get a job in the so called "sunrise industry". I applied as customer service representatives in many call centers but I was never offered the job. It took me more than six months until I decided to change focus, I applied as a technical support representatives.

My first application is with Teleperformance since my older brother is working there. I went to its hiring office at EDSA Central, along the corners of Shaw Boulevard and EDSA. It was not meant for me. Next day, that was Friday, I went to Sitel in Ortigas and on that day, I was hired! I was overwhelmed yet nervous because I am not a techie person. Sitel offered me first a networking account, a dial-up internet, and was scheduled for final interview the next day. I arrived home almost midnight and while taking dinner, Sitel called me and asked me to come to their office for final interview in a computer troubleshooting account. I really need a job and I want to start as soon as possible. Aside from that, it is a Sony account. I did not think twice and hurriedly went back to Sitel even I'm not yet finished taking my dinner. It was a panel interview and it came out to be fun and inspiring. On that day, I officially joined the product training which lasted for five weeks.

After training we spent two weeks on A-bay where we spend four hours further training while taking calls for the rest of our shifts. I learned many new things during the training but taking calls exposed me to the actual working environment which taught me things I never learned during the training. More so when we finally transferred to the floor which they called production. Experience is still the best teacher. I learned also by observing my fellow agents how they handle the calls.

At first, I was like lost in the middle of the forest. We, the newbies, have been distributed to different teams. New faces, and I have to make effort again in going along well with my teammates. All of us (newbies) has a hardware split that's why most of our calls ended up for service or repair. My first month is really a disaster and I received hundred percent bad returns or NO RESOLVED surveys. I have resolved calls but I only received bad surveys. How unlucky, right?

It's been almost four months since I'm taking calls and I noticed that most of the hardware problems customers encountered is about the operating system and the hard drive. These includes not able to log in to windows, having a blank or black screen, and freezing computer.
We also often received networking and internet problems and maybe customers also view them as hardware related. Because of this, I requested a basic networking training from the operations manager.

Right now, I am more confident than before in troubleshooting the computer over the phone. On my next posts, I will write about some basic troubleshooting of the most common hardware problem.