Troubleshoot Storage Devices
In this lesson, you will troubleshoot system components. The first component inside the com- puter case that might need troubleshooting are the storage devices. In this topic, you will troubleshoot storage devices.
Storage devices, because they are one of the few system components that contain moving parts, are particularly susceptible to wear and damage. There is a saying that there are two types of storage devices: the ones that have failed and the ones that are failing. Because these devices support so many system functions, it is not always obvious that the device is the cul- prit, yet storage device problems (particularly those involving hard drives) can have a truly devastating effect on a system and on a user’s productivity. Therefore, being able to spot, iden- tify, and correct storage device problems early, before they cause data loss, will be an important skill for you as a support technician.
Common Storage Device Issues
Each type of storage device has issues specific to that device. You will need to recognize the symptoms, problems, and solutions for each issue.
Troubleshooting Hard Drives
There are many problems you might encounter when troubleshooting hard drives.
In this lesson, you will troubleshoot system components. The first component inside the com- puter case that might need troubleshooting are the storage devices. In this topic, you will troubleshoot storage devices.
Storage devices, because they are one of the few system components that contain moving parts, are particularly susceptible to wear and damage. There is a saying that there are two types of storage devices: the ones that have failed and the ones that are failing. Because these devices support so many system functions, it is not always obvious that the device is the cul- prit, yet storage device problems (particularly those involving hard drives) can have a truly devastating effect on a system and on a user’s productivity. Therefore, being able to spot, iden- tify, and correct storage device problems early, before they cause data loss, will be an important skill for you as a support technician.
Common Storage Device Issues
Each type of storage device has issues specific to that device. You will need to recognize the symptoms, problems, and solutions for each issue.
Troubleshooting Hard Drives
There are many problems you might encounter when troubleshooting hard drives.
Hard Drive Symptom
Boot error message: Drive Not Ready—System Halted
POST error codes in the 17xx range
Boot error message: Drive Not Ready—System Halted
POST error codes in the 17xx range
Possible Problem and Solution
Drive is damaged.
Drive is not configured for Master or Cable Select as appropriate to the system.
Data cable is not connected or incorrectly connected to the drive. Solution: Visually inspect the drive and its connections, correct as needed.
1701: Drive not found.
1702: Hard drive adapter not found.
1703: Hard drive failure.
1704: Hard drive or adapter failure.
1780, 1790: Hard drive 0 failed.
1781, 1791: Hard drive 1 failed.
1782: Hard drive controller failed.
Solution: Visually inspect connections and reconnect drive. Replace failed component.
Drive is damaged.
Drive is not configured for Master or Cable Select as appropriate to the system.
Data cable is not connected or incorrectly connected to the drive. Solution: Visually inspect the drive and its connections, correct as needed.
1701: Drive not found.
1702: Hard drive adapter not found.
1703: Hard drive failure.
1704: Hard drive or adapter failure.
1780, 1790: Hard drive 0 failed.
1781, 1791: Hard drive 1 failed.
1782: Hard drive controller failed.
Solution: Visually inspect connections and reconnect drive. Replace failed component.
Hard Drive Symptom
Can’t read from or write to the drive
Can’t read from or write to the drive
Possible Problem and Solution
Bad sectors on the drive.
IRQ conflicts.
Drive failure.
Virus attack. Some problems that appear to be storage device problems are actually virus infections. These can cause physical damage as well, but they usually just damage the files on the stor- age device and not the device itself.
Solution:
Bad sectors on the drive.
IRQ conflicts.
Drive failure.
Virus attack. Some problems that appear to be storage device problems are actually virus infections. These can cause physical damage as well, but they usually just damage the files on the stor- age device and not the device itself.
Solution:
-
● Run chkdsk to try to recover information from bad sectors and
to mark those sectors as unusable.
-
● Check Device Manager for hardware resource conflicts and for
indications of drive failure.
-
● Run virus check software and remove any viruses found.
Drive disconnected, damaged, not recognized by the BIOS. Solution: Visually inspect and reconnect drive. Enable drive in CMOS setup utility.
Physically damaged drive, most likely due to a head crash. Solution: Replace the hard drive. Remind users and technicians not to move a machine while it is in use because that is the most common cause of head crashes.
System not being shut down properly, drive is in the process of failing, virus.
Solution: Educate users on how to properly shut down the system. Run virus protection software. Back up the data, replace failed or failing drive.
Drive is too full or fragmented. The hard drive controller is too slow. An incorrect (and slower) cable was used to connect the drive.
Solution: Delete all unneeded files. Defragment the drive. Verify and replace the hard drive cable if necessary.
Computer will not boot
Repeated grinding noises
Data corruption or utilities not running properly
Hard drive is slow
Repeated grinding noises
Data corruption or utilities not running properly
Hard drive is slow
Troubleshooting Optical Drives
There are some common problems you will encounter with optical drives.
There are some common problems you will encounter with optical drives.
Optical Drive Symp-
tom
Cannot insert optical disc into drive
Drive mechanism won’t pull disc or tray in
Cannot insert optical disc into drive
Drive mechanism won’t pull disc or tray in
Possible Problem and Solution
Misaligned case, which prevents drive door from opening and the tray from moving in and out properly.
Solution: Realign the optical drive within the computer case.
The gears may be stripped, especially if the user pushed on the tray directly rather than using the buttons to manipulate the drive. Solution: Replace the drive and educate the user on how to prop- erly insert and remove discs.
Misaligned case, which prevents drive door from opening and the tray from moving in and out properly.
Solution: Realign the optical drive within the computer case.
The gears may be stripped, especially if the user pushed on the tray directly rather than using the buttons to manipulate the drive. Solution: Replace the drive and educate the user on how to prop- erly insert and remove discs.
Optical Drive Symp-
tom
Unable to read an optical disc
Drive will not release the disc
Can’t hear sound or music when playing an audio CD
Intermittent optical drive problems
Unable to read CDs you have burned
Unable to view DVD mov- ies
Unable to read an optical disc
Drive will not release the disc
Can’t hear sound or music when playing an audio CD
Intermittent optical drive problems
Unable to read CDs you have burned
Unable to view DVD mov- ies
Possible Problem and Solution
Inexpensive trays in drives or stickers that don’t cover the entire surface of the disc can cause it to wobble because it throws the balance of the drive off. Data can be difficult or impossible to read because of the wobble.
Solution: Remove the sticker if it is uneven. If the tray is the problem, replace the drive.
Sometimes this occurs because the software is still accessing the disc, or the tray can simply be stuck.
Solution: Carefully insert a straightened paper clip in the hole in the front of the drive and gently push in to release the catch on the drive so that you can remove the disc.
The wires from the CD drive to the sound card are disconnected. Other possibilities are that the speakers are turned off or down or that the sounds were muted through the Windows settings. Solution: Connect the wires between the CD drive and the sound card. Verify that sound is not muted and that the speakers’ volume is set properly.
Corrupted or outdated drivers.
Solution: Uninstall and reinstall the drivers. Install updated drivers.
Possibly data corruption in the burn process, attempting to burn at higher speeds than the media supports, overtaxing the processor by running other programs while burning, problem with the CD burning application. Most programs will warn the user of any such problems, but sometimes users turn off such notifications (or verification of the burn) and will not be informed there is a problem.
Solution: Re-create the CD with proper settings.
Solution: Make sure that your drive, video card, and its drivers support DVD video, and that you have the necessary software to play a movie.
Inexpensive trays in drives or stickers that don’t cover the entire surface of the disc can cause it to wobble because it throws the balance of the drive off. Data can be difficult or impossible to read because of the wobble.
Solution: Remove the sticker if it is uneven. If the tray is the problem, replace the drive.
Sometimes this occurs because the software is still accessing the disc, or the tray can simply be stuck.
Solution: Carefully insert a straightened paper clip in the hole in the front of the drive and gently push in to release the catch on the drive so that you can remove the disc.
The wires from the CD drive to the sound card are disconnected. Other possibilities are that the speakers are turned off or down or that the sounds were muted through the Windows settings. Solution: Connect the wires between the CD drive and the sound card. Verify that sound is not muted and that the speakers’ volume is set properly.
Corrupted or outdated drivers.
Solution: Uninstall and reinstall the drivers. Install updated drivers.
Possibly data corruption in the burn process, attempting to burn at higher speeds than the media supports, overtaxing the processor by running other programs while burning, problem with the CD burning application. Most programs will warn the user of any such problems, but sometimes users turn off such notifications (or verification of the burn) and will not be informed there is a problem.
Solution: Re-create the CD with proper settings.
Solution: Make sure that your drive, video card, and its drivers support DVD video, and that you have the necessary software to play a movie.
Troubleshooting Floppy Drives and Tape Drives
There are some common problems you will encounter with other drive types.
There are some common problems you will encounter with other drive types.
Other Drive Type
Symptom
Unable to write to a floppy disk
Unable to read a floppy disk
Unable to write to a floppy disk
Unable to read a floppy disk
Possible Problem and Solution
The disk might be write-protected, not yet formatted, or the floppy disk drive might have failed.
Solution: Remove write protection from the disk. Format the disk. Replace the floppy disk drive.
The disk might be corrupt or infected with a virus.
Solution: Scan the floppy disk for viruses. Check to see if you can read the disk in another computer’s floppy disk drive. Verify that the disk wasn’t formatted with another operating system.
The disk might be write-protected, not yet formatted, or the floppy disk drive might have failed.
Solution: Remove write protection from the disk. Format the disk. Replace the floppy disk drive.
The disk might be corrupt or infected with a virus.
Solution: Scan the floppy disk for viruses. Check to see if you can read the disk in another computer’s floppy disk drive. Verify that the disk wasn’t formatted with another operating system.
Other Drive Type
Symptom
Unable to remove floppy disk
Unable to insert a tape cartridge into an internal tape drive
Unable to read from or write to a tape cartridge
Unable to remove floppy disk
Unable to insert a tape cartridge into an internal tape drive
Unable to read from or write to a tape cartridge
Possible Problem and Solution
If you insert a floppy disk with a damaged metal shield, it might not come out all the way when extracted. Do not yank it out and leave the shield and spring inside the drive; you might need to remove and open the drive to remove the disk.
Solution: Back up data from damaged floppies and discard them.
The computer case is not properly aligned with the chassis, mak- ing the opening for the internal drive difficult to access.
Solution: Check the alignment of the computer case and correct it if necessary.
The tape drive might be dirty or the tape cartridge itself might be damaged. There might be foreign material or a broken door flap obstructing the drive.
Solution: Clean the tape drive. Remove or repair obstructions. If possible, attempt to read the tape cartridge in another tape drive. If you can’t read the tape cartridge, odds are it is corrupted and might not be recoverable. If the tape cartridge is physically dam- aged, discard it. (Always keep multiple backups of important data.)
If you insert a floppy disk with a damaged metal shield, it might not come out all the way when extracted. Do not yank it out and leave the shield and spring inside the drive; you might need to remove and open the drive to remove the disk.
Solution: Back up data from damaged floppies and discard them.
The computer case is not properly aligned with the chassis, mak- ing the opening for the internal drive difficult to access.
Solution: Check the alignment of the computer case and correct it if necessary.
The tape drive might be dirty or the tape cartridge itself might be damaged. There might be foreign material or a broken door flap obstructing the drive.
Solution: Clean the tape drive. Remove or repair obstructions. If possible, attempt to read the tape cartridge in another tape drive. If you can’t read the tape cartridge, odds are it is corrupted and might not be recoverable. If the tape cartridge is physically dam- aged, discard it. (Always keep multiple backups of important data.)
ATA Drive Troubleshooting Tips
There are some important points to keep in mind as you troubleshoot PATA drive problems.
There are some important points to keep in mind as you troubleshoot PATA drive problems.
PATA Issue
Configuring single drives
Configuring two drives
Removing a drive
Configuring single drives
Configuring two drives
Removing a drive
Description
If you have one drive on a channel, depending on the manufacturer, it might need to be configured as single—not master or slave. Alternatively, set it to cable select and plug it in to the Parallel ATA cable connector furthest from the motherboard. Check your manufacturer’s documentation for the proper procedures and settings for your drive.
With two drives on a channel, set both to cable select or configure them both manually, setting one to master and the other to slave. Don’t mix these settings by setting one to be cable select and the other as either master or slave. Make sure both aren’t set to master or slave.
If you remove the second Parallel ATA hard disk from a computer with two drives installed, verify that the disk that remains in the computer is set as single. The Master/Slave setting should be used only when there is more than one hard disk in a system; otherwise, a disk-controller error will occur when you restart the computer.
1.5 gigabits per second (gbps) SATA cards do not
always auto negotiate with newer 3.0 gbps drives.
Use jumper settings on the drive to limit the trans-
fer rate to 1.5 gps.
If you have one drive on a channel, depending on the manufacturer, it might need to be configured as single—not master or slave. Alternatively, set it to cable select and plug it in to the Parallel ATA cable connector furthest from the motherboard. Check your manufacturer’s documentation for the proper procedures and settings for your drive.
With two drives on a channel, set both to cable select or configure them both manually, setting one to master and the other to slave. Don’t mix these settings by setting one to be cable select and the other as either master or slave. Make sure both aren’t set to master or slave.
If you remove the second Parallel ATA hard disk from a computer with two drives installed, verify that the disk that remains in the computer is set as single. The Master/Slave setting should be used only when there is more than one hard disk in a system; otherwise, a disk-controller error will occur when you restart the computer.
PATA Issue
Moving to another system
Moving to another system
Description
If you need to move a Parallel ATA drive from one computer to another, you likely won’t run into problems. However, especially if there is a great difference in age between the computers, you might run into problems. The BIOS of another com- puter might not support LBA or Large (ECHS), or the computer might not be set up for it. In that case, data on the hard drive would be lost if you install it in that system. You can change the mode for a hard drive (from LBA to Large, or vice versa), but this poses a risk of data loss. Typically, you should only set the mode when you first install the disk. If you do need to change it, make sure you have a working backup of all of the data on the disk before doing so.
If you need to move a Parallel ATA drive from one computer to another, you likely won’t run into problems. However, especially if there is a great difference in age between the computers, you might run into problems. The BIOS of another com- puter might not support LBA or Large (ECHS), or the computer might not be set up for it. In that case, data on the hard drive would be lost if you install it in that system. You can change the mode for a hard drive (from LBA to Large, or vice versa), but this poses a risk of data loss. Typically, you should only set the mode when you first install the disk. If you do need to change it, make sure you have a working backup of all of the data on the disk before doing so.
There are several points to keep in mind when troubleshooting SATA drive problems.
SATA Issue
Controller card
Controller driver
Drive not detected
Drive size limitation
Speed limitation
Controller card
Controller driver
Drive not detected
Drive size limitation
Speed limitation
Description
Not all SATA controller cards are supported on all operating systems. Check the vendor specifications for the operating system or software you are using.
SATA drives themselves do not require drivers, but the SATA controller does. Ensure that you are using the latest version.
If you install a fresh copy of your operating sys- tem and the SATA drive is not detected, then restart the setup process and press F6 when prompted to install the driver.
If the SATA controller drivers are not loaded dur- ing the operating system installation, then the drive will only report the 137 GB capacity supported natively by the operating system.
Not all SATA controller cards are supported on all operating systems. Check the vendor specifications for the operating system or software you are using.
SATA drives themselves do not require drivers, but the SATA controller does. Ensure that you are using the latest version.
If you install a fresh copy of your operating sys- tem and the SATA drive is not detected, then restart the setup process and press F6 when prompted to install the driver.
If the SATA controller drivers are not loaded dur- ing the operating system installation, then the drive will only report the 137 GB capacity supported natively by the operating system.
SCSI Drive Troubleshooting Tips
Keep some basic points in mind as you troubleshoot SCSI drive problems.
Keep some basic points in mind as you troubleshoot SCSI drive problems.
Issue
IDs and termina- tion
Resetting system
IDs and termina- tion
Resetting system
Description
The vast majority (up to 95 percent) of problems with SCSI disks are due to incor- rect ID settings and improper termination. Verify that all SCSI devices have unique SCSI ID numbers and are properly terminated.
When a SCSI system is booted or reset, SCSI controllers generally need to renew all SCSI device connections before activating the devices, causing a delay during POST.
The vast majority (up to 95 percent) of problems with SCSI disks are due to incor- rect ID settings and improper termination. Verify that all SCSI devices have unique SCSI ID numbers and are properly terminated.
When a SCSI system is booted or reset, SCSI controllers generally need to renew all SCSI device connections before activating the devices, causing a delay during POST.
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