Dashboard/core 2/Study
Software Troubleshooting

Study Guide

Software Troubleshooting makes up 23% of Core 2. You need to diagnose and resolve Windows boot problems (BSoD, startup issues), application conflicts, malware removal procedures, and mobile OS troubleshooting (app crashes, connectivity, performance).

1Windows Boot Issues

Windows won't boot can have many causes. Safe Mode loads Windows with minimal drivers — use it to troubleshoot. Startup Repair is an automated fix tool. System Restore rolls back to a previous restore point. Bootrec /fixmbr and /fixboot repair the boot sector. BSoD (Blue Screen of Death) shows an error code — note it for diagnosis.

Examples:

•Boot into Safe Mode by holding Shift while clicking Restart, then choosing Troubleshoot > Startup Settings
•A BSoD with 'IRQL_NOT_LESS_OR_EQUAL' often indicates a driver or RAM issue
•System Restore can fix issues caused by recent software or driver installations
2Application Troubleshooting

Common app issues: won't install (check requirements, permissions), crashes (update, reinstall, check compatibility), runs slowly (check resources, close background apps). Compatibility mode lets old apps run on newer Windows versions. Check Event Viewer for application error logs.

Examples:

•An old app that won't run on Windows 11 may work in Windows 8 compatibility mode
•Event Viewer > Windows Logs > Application shows application crashes and errors
•A program that won't install may require admin privileges — right-click > Run as administrator
3Malware Removal Procedure

1) Disconnect from the network to prevent spread. 2) Boot into Safe Mode. 3) Run antivirus scan (Windows Defender or third-party). 4) If scan fails, use a bootable rescue disk. 5) Delete temporary files. 6) Restore from backup if necessary. 7) Update OS and all software. 8) Educate the user on prevention.

Examples:

•Boot into Safe Mode before scanning — many malware types disable antivirus in normal mode
•A bootable rescue disk (like Kaspersky Rescue Disk) scans outside the OS where malware can't hide
•After removing malware, always change passwords — they may have been compromised
4Mobile OS Troubleshooting

Common mobile issues: apps crashing (clear cache, reinstall), slow performance (close background apps, free storage), battery drain (check battery usage, reduce brightness), connectivity issues (toggle airplane mode, forget and reconnect to networks), screen issues (recalibrate, check for damage).

Examples:

•Clearing an app's cache can fix crashes without losing data — Settings > Apps > Storage > Clear Cache
•If Wi-Fi won't connect on a phone, forget the network and re-enter the password
•A factory reset should be a last resort — always back up data first
Test-Taking Tips
Safe Mode is your best friend for troubleshooting — it loads minimal drivers and services.
Always note the BSoD error code — it tells you exactly what failed.
For malware removal, disconnect from the network FIRST to prevent spread.
On mobile devices, try clearing the app cache before reinstalling.