Date post: | 31-Mar-2015 |
Category: |
Documents |
Upload: | paulina-gobert |
View: | 243 times |
Download: | 6 times |
CHAPTER 3Skills for
Troubleshooting Computer Problems
CTS 217:Computer Training
& Support
Chapter ObjectivesIn this chapter, students will learn about: The troubleshooting process and thinking
skills required Communication skills for troubleshooting How to use information resources to help
solve computer problems Diagnostic and repair tools Strategies for troubleshooting How to develop your own approach to
problem solving
2
Introduction Solving problems most frequent task user
support agents perform Varied user concerns
Information requests ? about tasks (data validation in Excel) Product complaints Problem preventing hardware or software use
Might have quick solution (seen it before) or might have to look it up
This chapter: tools, methods, strategies for difficult problems
3
What is Troubleshooting?Troubleshooting is the process of
defining, diagnosing, and solving computer problems
Uses thinking and communications skills, information resources, strategies, and methods (NOT always fixed steps)
Is troubleshooting: A step-by-step process? An iterative process? Loops, false starts, dead
ends A scientific process? Rules of logic A creative process?
4
Sequential versus IterativeProblem-Solving Processes p. 104
5
T/S as an Iterative ProcessA repetitious processA creative process that requires
flexibility, thinking skills, and patience Involves several paths or approaches
to problemsSteps are repeated in a loop until a
fruitful path is foundAvoids hit-or-miss, trial-and-error
approach to troubleshooting
6
T/S as an Iterative ProcessFixed sequence: might find solution,
might notHit-or-miss / Random: might fix it,
might not, could make it worse!Physical tools: diagnostic programs,
multimeterDatabases: knowledge basesThinking skills: Have you seen it
before?
7
Thinking Skills Used In T/S• Problem solving• Critical thinking• Decision making
8
Problem SolvingProblem solving is a process that moves
from the current state X to a goal state Y Considers alternate paths to get from X to Y
Objective is to get from X to Y quickly, accurately, effectively, or efficiently
Look for:– Analogies: how is this problem similar to
others? eMachines restoration & Linux install
– Contradictions: two facts cannot be true at the same time (NIC works in one PC, bad slot?)
9
A Problem-Solving Model p. 105
Grinding noise? Dried ink around cartridge dock Need maintenance kit? Slick rollers keep paper
from feeding properly
10
Critical Thinking Critical thinking is the cognitive skills
used to: Analyze a problem (personal experience) Search for underlying logic or explanation Find alternate ways to think about or explain an
event or situation Examples of critical thinking skills:
Mental models Hypothesis testing Creativity Metacognition
11
Critical Thinking Skills
12
Mental model: a conceptual picture to help understand how a system works Based on education and experience
Computer won’t boot: at POST level or o/s file missing?
Hypothesis testing: a guess or prediction about the cause of a problem and a test to prove or disprove the hypothesis Based on mental model or experience Printer garbage characters – driver or cable?
Critical Thinking Skills
13
Creativity: the ability to find a novel or innovative solution to a problem Think outside the box; apply what you know Seen a similar problem?
Metacognition: the ability to step back from a problem and think about your own thought processes Challenge your assumptions
Did you assume hardware, and it might be software?
MetacognitionCommon metacognitive questions:
What assumptions did I make? Where did I go wrong in my approach? Why did one problem-solving approach work
when another did not? How could I have thought differently about this
problem? EXAMPLES
Restore CD would hang – assumptions: bad CD, bad CD drive ACTUAL problem: defective memory
Application crashes (illegal operation) – software, right? ACTUAL problem: defective brand new memory chip
14
Decision Making Decision making is an ability to:
• Select an alternative from among completing alternatives
• Weigh the pros and cons of each alternative against predefined criteria
• Reach a decision• Which test will most likely fix it?• Tests can be lengthy…choose wisely
15
Tools Troubleshooters UseCommunication skills (Chapter 2) Information resourcesDiagnostic and repair toolsProblem-solving strategiesPersonal characteristics
16
Communication SkillsMost troubleshooting situations require
at least some communication with an end user or vendor about a problem
Types of communication skills Basic listening skills Active listening Probes Critical questions Explanation Verification
17
How Troubleshooters Use Communication SkillsTo get a basic description of a problemTo learn the user’s perspectives on the
problemTo probe for additional information
“won’t do anything” – no power, beep codes, no desktop?
To effectively communicate a solution back to the user
18
Basic Listening SkillsListen to the words a user chooses to
describe the problem Don’t jump to conclusions; can be less
efficientAllow a user enough time to explain a
problemTry to obtain as accurate a description
of the problem as possibleTip: Listen for causal If…Then …
statements
19
Active ListeningActive listening occurs when the
listener is as engaged in the communication process as the speaker Compared to a passive receiver of
informationExample:
“If I try to adjust my monitor, then the screen goes blank.” Possible reasons why?
20
Paraphrasing Paraphrasing is an active listening skill in
which you restate in your own words what you heard a user say
Used to resolve misunderstandings and get a clear problem description; verify understanding
Example: End user description: “I don’t know what
happened, but the program doesn’t work.” Support specialist paraphrase: “Let me make sure I
understand. The program used to work, but now it doesn’t?”
Rest is on p. 110
21
ProbesProbes are follow-up questions
designed to elicit additional information about a problem
A sequence of probes often clarifies a problem situation
Example: “When your computer crashes, is it always
running the same program or different ones?”
Page 111: Role Playing Scenario
22
Critical QuestionsCritical Questions are designed to
elicit important additional information from a user Challenge assumptions a support specialist
might make Often reveal information a user wouldn’t
have thought to relate Things to try when you’re stuck; get beyond
the dead end Make checklist
Browser issue: Flash Player won’t play; installed successfully reset defaults on Security & Adv. tabs
23
Five Critical Questions1. Has this system or component or feature
ever worked? CorelDraw printing2. Have you ever had this problem before?
Cheap DVDs3. Can this problem be replicated? Sign in
problem in one lab only Is it repeatable?
4. What were you doing just before you first noticed the problem? Power outage
5. Have you made recent hardware or software changes to your system? Recent installation
24
ExplanationExplanation is a communication skill
in which a support specialist describes a solution to a problem so a user understands: Why the problem occurred The steps required to resolve it
Explain it on THEIR level; might not have to call back next time
25
VerificationVerification is a communication skill
in which a support specialist makes sure that a user agrees that a problem has been resolved satisfactorily Resolve difference if user thinks problem
not solved Rebooted router – access network now??
26
Information Resources for T/SPersonal experience
Won’t know it all More bkgrd info and exp. = better mental
models Recall = good; must also search well (rapid
changes)Scripts and checklistsKnowledge basesCoworkers and other professional contactsSupport vendors and contractorsEscalation and team problem solving
27
Personal ExperienceBased on a support agent’s education,
career background, and previous experiences
Search personal knowledge for information about a problem or for similar problems Seen it before? What did you do?
Tip: Develop a problem notebook Make notes after a problem is solved, and
organize them by symptoms, equipment type, date, etc. [Put in Word or Access – searchable]
Notes about mods to databases
28
Scripts and Check ListsA script lists questions to ask and
follow-up probes Organized as:
A flowchart A decision tree
Arranged in a logical sequenceCovers all possible known paths to
solve a problemExample: See Figure 3-5 on page 115
(printer LED lights)
29
Knowledge BasesA knowledge base is an organized
collection of information that is a resource in problem solving Articles Procedures Tips Pointers to information Solutions to existing problems Notebook [database] mentioned on
previous slide
30
Examples of Knowledge BasesVendor manuals – service manuals
8710pTrade books (use to supplement poor
vendor manuals)Trade periodicals: computer
magazinesOnline help: might be online vendor
manual, t/s wizardsWeb sites (MS, Dell, HP)Search engines
31
Search Engine Guidelines1. Use keywords that are nouns2. Use present tense verbs3. Include vendor name, model number,
version number4. Include operating system and version5. Put quotes around phrases (errors)6. Put + sign before essential keywords7. Use Boolean operators AND OR NOT
32
Coworkers and Other Prof. Contacts Coworkers: another set of eyes; see
something you don’t Discussion forums: search might lead you
here Listservs: An automated service that
distributes e-mail messages posted to the ListServ to subscribers Search archives; high volume of email
Newsgroups: An Internet discussion in which participants with common interests in a topic post messages; electronic bulletin board
RSS feeds: A service that aggregates information from Web resources (blogs, forums, news) and delivers it to subscribers in a convenient format
33
Support Vendors and ContractorsMay have seen a baffling problem
before and be able to offer suggestions to resolve it Email access to tech support or sign in to
KBOutsourcing: an agreement with a
support services contractor for problem-solving assistance for a fee Handle incident that require special
expertise Backup to in-house support staff when
volume of incidents is heavy
34
Escalation and Team Prob. Solv.Escalation is a referral of a difficult or
complex problem to a higher support level for resolution
Team approach to problem solving Mutual problem solving assistance Team owns the problem, not an individual
35
Diagnostic and Repair ToolsSoftware utilities that help troubleshoot
computer problemsCategories
General-purpose and remote diagnosis Hardware problem diagnosis Software problem diagnosis Network problem diagnosis
36
General-Purpose and Remote Diagnosis toolsRemote access utilities help support
users in distant locations Support agents can:
View a remote user’s screen Enter commands on user’s system
Examples: http://www.remotepcaccess.net/ Expertcity’s GoToAssist Rapid Assist Symantec’s pcAnywhere Security concerns: use VPN, user
authentication and encryption
37
Hardware Problem Diagnosis UtilsPreinstalled on computers; boot menu
keyDetect defective hardware components Identify performance problemsRecover some lost dataDocument and optimize configuration
informationExamples:
Symantec’s Norton SystemWorks [Ghost] PC Diagnostics PC-Doctor
38
Software Problem Diagnosis Utilities Identify configuration information Identify and repair s/w installation and
configuration problemsRepair Windows registryExamples:
PC Tools’ Registry Mechanic iolo technologies System Mechanic Belarc Advisor Dean Software Design’s PC Surgeon
39
Network Problem Diagnosis Utilities Identify network connectivity and
configuration problems Monitor network operation and performance Identify some security breaches (unauth.
access) Help recover from network problems Examples:
EMC’s SMARTS Solar Winds Packet Trap’s Network and Traffic Analyzer Manage Engine’s OP Manager
40
Network Problem Diagnosis UtilitiesRemote mgmt: manage distribution of
software to myriad of PCsPerformance mgmt: track uptime,
identify problems Keep tools at fingertips (flash drive)
41
8 Common P/S StrategiesLook for a simple, obvious fixAttempt to replicate a problemExamine the configuration Initiate a root cause analysisView a system as a group of
subsystemsUse a module replacement strategyApply a hypothesis-testing approachRestore a basic configuration
42
Look for a Simple, Obvious FixMost computer problems are simple
Develop a checklist of possible alternatives Check for disconnected cables Reboot the system
Table 3-1: Monitor Power Plug Plug and replug just to be sure; outlet
working?Shut down or reboot
May solve: low memory, device conflicts, app freezes, inoperative peripherals
43
Attempt to Replicate the Problem Replication is a process of trying to
repeat a problem in the same or a different situation or environment
Try moving a problem to a different computer or another user
Examine results:1. The problem also appears in a different
environment2. The problem is localized; dependent on
a specific environmentCOMPARE THE DIFFERENCES!
44
Examine the ConfigurationMany problems occur because a
combination of hardware and software do not work well together
Check on hardware and software Installation requirements (chk doc) Possible incompatibilities
Not supported by o/s Current driver Resource conflict
45
Initiate a Root Cause AnalysisRoot cause analysis is a strategy that
looks beyond the visible symptoms of a recurring problem to search for an underlying cause An iterative process Asks a series of Why?
Steps1. Identify (in writing) what the problem is2. Describe (in writing) why the problem occurs3. Return to step 1 until the root cause of a
problem is identified (5+ interations)
46
View a Systemas a Group of SubsystemsA block diagram of the subsystems and
their relationship to each other is sometimes helpful
Start at: Either end of a chain of events In the middle of the chain
Trace the problem forward or backward Memo with wrong font p. 128-129 why?
47
Use a Module Replacement StrategyModule replacement replaces a
hardware or software component with one that is known to work Swap out suspect hardware components
Don’t replace too many at once Reinstall software packages
Repair option
48
Apply a Hypothesis-Testing ApproachFormulate a hypothesis – a guess or
prediction – about the cause of the problem Based on experience Uses critical thinking (list possible
problems) Tip: Try brainstorming with others to
develop alternate hypothesesDesign an experiment (a test) to see if
an hypothesis is true or false User cannot log in p. 130-131 (h/w, s/w,
n/w)
49
Restore a Basic ConfigurationEliminate variables or factors that can
make a problem complex or complicated Remove hardware components to simplify a
configuration Disconnect a system from a network to
observe its standalone operationExt. DVD burner works when something
else is removed – Why? Are they incompatible?
S/W won’t run when on network Why?Practice and experience needed
50
Personal Characteristics of Successful TroubleshootersExercise patience and persistence
Frustrated walk away for awhileEnjoy the problem-solving process
View “problems” as opportunities/challengesEnjoy working with people
Don’t have to like everyone as friend (professional)
Enjoy continuous learning opportunities Periodicals, training, learning from each
other
51
Develop Your Own Approach to Problem Solving Identify the strengths a support specialist
brings to each problem Identify areas for improvement in problem
solving Recognize which tools and skills have been
successful to solve past problems (trial and error – easy to get frustrated)
Rely on information resources that have proved useful in past situations
Improved by the metacognition process (self-examination)
52
Chapter SummarySuccessful troubleshooting relies on an
understanding of the troubleshooting process and uses thinking skills
Troubleshooting process is: Iterative Creative
Thinking skills for troubleshooting include: Problem solving Critical thinking Decision making
53
Chapter Summary (continued)
Troubleshooting uses several skills and tools
Communication skills Information resources Diagnostic and repair tools Problem-solving strategies Personal characteristics of
troubleshooters
54
Chapter Summary (continued)
Problem-solving strategies1. Look for a simple, obvious fix2. Attempt to replicate the problem3. Examine the configuration4. Initiate a root cause analysis5. View a system as a group of
subsystems6. Use module replacement7. Apply a hypothesis-testing approach8. Restore a basic configuration
55