basic troubleshooting
TRANSCRIPT
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Basic Troubleshooting
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What is Troubleshooting? • Effective troubleshooting
uses techniques to diagnose and then fix computer problems.
• A series of logical steps speeds up the troubleshooting process.
• Rarely will simply guessing potential solutions for a problem work.
• Troubleshooting is a cycle.
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Identify the Problem • This step should provide a clear problem statement that
defines the problem as a set of symptoms and associated causes.
• This is done by identifying the general symptoms and then determining the possible causes that could result in these symptoms.
• The outcome of this step should be a written set of ideas and possibilities.
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Gathering Information • The information gathered here will be used to
develop a solution to the problem. • A technician will be able to make better decisions
when the problem has been accurately described.
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Developing a Solution • The technician will assess the gathered data and its
definition. • The technician will use experience, logic, reasoning,
and common sense to develop a solution.
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Implementing the Solution
• This step involves the technician working on the computer.
• The technician attempts their solution through hands-on manipulation of the computer components, which might be hardware and software.
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Is the Problem Resolved? • The technician is responsible for verifying that the system is
operating correctly. • If the system is operating properly, then the troubleshooting
cycle ends successfully. • If the system is not running correctly, the troubleshooting cycle
will continue. • If the technician needs more information, go back to identifying
the problem (step one).
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Documenting the Solution • It is important to always document all the changes that
were introduced to the system as a result of solving one problem.
• This record can be the starting point for troubleshooting any future problems.
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Troubleshooting Tools
• Every technician should have a good toolset.
• To correctly troubleshoot hardware problems, technicians will need to be equipped with the right tools.
• The average computer problem is not going to require sophisticated tools.
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Step 1• Rule out any Common Causes:– All plugs are connected – double check– Determine if it is a desktop problem or a network
problem – what were you doing when it happened?• Turning it on? Using a program? Is it a piece of
hardware that is not working?
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Hardware Problems• Computer wont turn on– Check all plugs – especially power plug– Check any fuses or breakers– Listen to see if you can hear the fan
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Hardware Problems• Monitor– If monitor does not come on, check all cords –
especially power cord and connection to CPU– See if any indicator lights come on– Turn power button on and off
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Hardware Problems• Mouse and/or Keyboard– Check all connections!!– Clean mouse if not working properly• Use rubbing alcohol and Q-tip
– Clean keyboard if keys are sticking• Can use a spray cleaner or rubbing alcohol• Make sure it is given time to dry
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Software Problems• Computer starts up (you can hear it running),
but nothing happens or your receive an error message on the screen.
• You are using a program, such as Word or Netscape, and it stops working (you cant move the mouse or click on
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Step 2• Try to reboot the system to see if that fixes
the problem:
– PC users – hold down the Ctrl, Alt and Delete keys and select Shutdown, or close the program that is having the error.
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Other solutions• Sometimes a software program freezes up or
has an error and you need to close that program.
• Sometimes files need to be removed or extensions and/or start up files need to be removed in order for the computer to work.
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Windows Platform• In the Windows operating system, to force
quit a program, hold down the Ctrl, Atl, and Delete keys.
• A menu will appear that lets you quit the application you are in and/or restart your computer.
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Windows Platform
• When Windows has problems starting up, sometimes it will give you the option of starting in a Safe Mode so that you can fix a problem without it ruining your system or losing files.
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Windows Platform
• When windows is in Safe Mode, you can get assistance with problems in Window 98, use the Trouble Shooting Wizard under the Help menu in the Start Menu.
• This will allow you to answer some questions that will evaluate what the problem could be.
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Windows Platform
• In Safe Mode, you can also remove programs from the start-up that may be causing problems.
• To remove programs from Start up folder by going to the Start Menu, Settings, Taskbar & Start Menu. You can click on remove and then remove a program that appears to be freezing your computer, then restart to see if this fixes the problem.
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Reminder• Computers are not perfect!
• They are created by humans – you will have errors and problems
• In order to work, the computer must read millions of code – it can happen that the code is misread and therefore results in errors.