Basic Troubleshooting

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.

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.

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.

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.

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.

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).

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.

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.

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?

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

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

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

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

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.

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.

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.

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.

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.

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.

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.