Complete Technician

The Human Side

Troubleshooting

• Need to look at computer as a cohesive whole – lots of parts working together

• Basic question: What can be causing this problem?

• No printout; connectivity? Drivers? Paper jam? Slow network connection? Out of paper?

Four parts of Computing Process

• Input

• Processing

• Storage

• Output

• Running a program goes through the steps

The Computing Process

• Most of the time, a computer will wait for you to do something

• Mouse, or keyboard actions, are interpreted by OS routines and the CPU

• The CPU checks with the application to determine the response

• CPU/Program responds with video update or hard drive activity or sound

The Boot Process

• Power on the system• CPU waits for power good signal from power

supply• CPU goes to BIOS for Power On Self Test

(POST)• POST checks CPU, RAM and Video card (also

keyboard and floppy drive)• POST hands control to Master Boot Record

(MBR) on (hard) disk drive• The Boot Sector from active partition is loaded

into memory

Boot Process, cont.

• Ntldr is loaded and initialized from the boot area.

• Change the processor from real mode to 32-bit flat memory mode

• Ntldr starts the appropriate minifile system drivers (built into Ntldr and can read FAT and NTFS

• Ntldr reads the Boot.INI file

Boot Process, cont.

• Ntdetect.com is loaded and run; scans the computer hardware and sends list to Ntldr for inclusion in HKEY_LOCAL_MACHINE\ HARDWARE

• Ntldr then loads Ntoskrnl.exe, Hal.dll and the system hive (from Registry)

• Ntldr scans the System hive and loads the device drivers configured to start at boot time

• Ntldr passes control to Ntskrnl.exe at which point the boot process ends and the load phase starts.

Typical Process

• Press a key on the keyboard

• Signal gets sent to keyboard controller; CPU understands thanks to small program in BIOS loaded into RAM

• All of the TSRs check to see if they need to respond to key press

• CPU and application determine what should happen

More

• CPU sends message to hard disk drive, video card/circuitry, NIC or sound card

• Device responds to CPU and produces output to which the user responds

Troubleshooting Theory

• Identify the problem

• Establish a theory of probable cause

• Test the theory to determine cause

• Establish a plan of action to resolve the problem and implement the solution

• Verify full system functionality

• Document findings, actions and outcomes

Identify the Problem

• This can be the hardest step of the process!

• Talk to the user to determine if something new has occurred

• CompTIA wants you to backup data before you start – although that rarely happens

Establish a theory

• Analyze the issue and come up with a theory as to what is wrong

• Keep things as simple as you can

• Is the case too hot?

• Are components cooked?

• When you find something, take a moment for an “Are you sure?”

Test the Theory

• Try the fix to see what happens

• The theory and the fix are often together

• Sometimes you need to escalate the problem

• Sometimes all you can do is step back for a moment to re-think what is going on

Verify and Prevent

• Make sure the problem is fixed – does the client think so?

• Is there anything you can do to prevent the problem from coming back?

Document

• Findings, actions and outcomes

• Might be highly formalized in your company, might just be notes on work order

• Helps when the next problem occurs

Customers/Clients

• You will see them at their worst: angry, frustrated or worried/guilty

• Important to communicate clearly and effectively

• Pick a side: you and the client against the computer

• Let the client help you find the problem if they insist on being there

Getting Answers

• Remember that the client is not a tech

• “What did you do?” usually won’t help

• Ask questions to clarify the situation: “What were you doing when…”

• Listen, all the way through, to the client’s answer

• Did it ever work? When did it last work? Any software/hardware changes?

Answers, part 2

• Keep questions friendly and factual; don’t use jargon to impress client

• Don’t correct the user as they explain what they know – do your own translation

• Can you go to a working PC and have the client repeat the steps?

Active Listening

• Pay attention to client; don’t think about your response just yet

• Plan on restating what client has told you

• You don’t have to agree with the client; ask gentle questions to steer in better direction

In the Middle

• Most clients want a sense of what you are doing (or going to do)

• Again, no jargon

• If you have to draw a map, you are too technical

• Compliment the client-tech but don’t try to teach him A+

Integrity

• Anything said to you, or around you, is confidential• Stuff on/around the desk is not yours – it’s theirs

and you need permission to use any of it• Have users enter passwords, don’t ask if possible. • Don’t allow a user to put you in a dangerous or

illegal situation • Get supervisor’s (and client’s) approval for any

work outside scope of duties

Respect, part 1

• Need to respect client and job they are trying to do – even online poker

• Treat them as you want to be treated

• You are a service function; you are there at client’s convenience

• Be on time; don’t interrupt client to start your work

Respect, part 2

• Cell phone (does anyone still have a pager) should probably be off – unless you are expecting an urgent call. Voicemail works.

• Tough to deal with: Client caused the problem. Try to explain what they did right.

• Repeat clients are far cheaper than new clients – don’t burn the bridge

Assertiveness

• Don’t be a bully; don’t be a doormat

• Don’t create anger or conflict; show that you understand client’s situation

• Make sure you understand the problem you are to fix

• If it’s the client’s error, use “I” and “me” statements to point to solution

Toolkit

• A phillips-head screwdriver and Dr. Phil in your pocket

• Bring along appropriate spare parts; often this is dictated by your employer

• Field Replaceable Units (FRUs) – stuff you can swap out looking for problem. Most of this happens on your bench

Backup

• CompTIA presumes you will do a backup of client’s data before you start work

• Let the client know that you are not responsible for lost data or lost access to applications

• “…You can always boot to a copy of Windows and go to the Recovery console, you should never lose essential data…”