8/12/2019 trblsht

1/59

Troubleshootingfor the

Non-technician

8/12/2019 trblsht

2/59

Module Objectives

Identify common symptoms and problemsassociated with computer malfunctions.

Isolate the source of problem through

basic troubleshooting techniques. Identify care and service techniques and

common problems with primary printertypes.

Develop a preventive maintenanceschedule for the computers in yourclassroom.

8/12/2019 trblsht

3/59

Essential Questions

How have technical problems in the

classroom limited your ability to teach

with technology?

Is it appropriate to troubleshoot technical

problems during class time?

Have you established a maintenance

schedule for the computers in yourclassroom?

Are your students involved?

8/12/2019 trblsht

4/59

Basic Troubleshooting

Methodology

Zero in on an area.

Build a foundation.

Work up to the problem. Repair/Replace.

Zero InBuild

Foundation

Work up to

Problem

Repair/

Replace

8/12/2019 trblsht

5/59

The Dirty Dozen

1. Power

2. Connectivity

3. Boot Firmware

4. Memory Chips

5. Storage

6. I/O

8/12/2019 trblsht

6/59

The Dirty Dozen (contd)

7. Operating System

8. Device Drivers/TSRs

9. Memory Management10. Application Specific

11. Configure/Setup

12. Viruses

8/12/2019 trblsht

7/59

Power

The aspects that get electrical service

to the devices that need them.

8/12/2019 trblsht

8/59

What is under Power?

Electric company

Fuse box

Wiring

Plugs/Cords

Power supply

Connections to

devices

8/12/2019 trblsht

9/59

The Clues

Dead PC

Intermittent errors

Intermittent lockups

Device not working/not found

8/12/2019 trblsht

10/59

Connectivity

The aspects that

physically connectsinternal components and

peripheral devices and

allows for communication

within a computer system.

8/12/2019 trblsht

11/59

What is under

Connectivity?

External cables

Internal cables

Properly seated cards

Properly seated memory

chips and boards

8/12/2019 trblsht

12/59

Connectivity

Electronic signals

are sent from

devices installed ona computer through

internal and

external cables .

External cablesconnect peripheral

devices via a PORT.

8/12/2019 trblsht

13/59

Connectivity

Both the keyboard and mouse are connected

directly to a computer systems motherboard.

8/12/2019 trblsht

14/59

Connectivity Ports

A PORT is similar to a telephone jack. It allowsfor two communication between a peripheraldevice and computer system.

Different types of PORTS are used to connectvarious peripheral devices:

Parallel ports transfers data over eight datalines simultaneously at speeds of 12,000

Kbps. Primarily used to connect printers, scanners,

and external drives, such as a Zip drive.

8/12/2019 trblsht

15/59

Connectivity Ports(contd)

Serial Ports send data

one bit at a time with

maximum data transfer

rate of 56 Kbps.

Primarily used to

connect dial-up

modems or a serialmouse.

See the Resources more about serial ports and modems.

http://web2.unt.edu/weblibrary/links/link.php?id=73http://web2.unt.edu/weblibrary/links/link.php?id=73

8/12/2019 trblsht

16/59

Connectivity Ports(contd)

Monitors connect to

a graphics card via avideo or VGA port.

Check out the side-by-side graphic of a variety of different ports.

http://web2.unt.edu/weblibrary/links/link.php?id=74http://web2.unt.edu/weblibrary/links/link.php?id=74http://web2.unt.edu/weblibrary/links/link.php?id=74http://web2.unt.edu/weblibrary/links/link.php?id=74http://web2.unt.edu/weblibrary/links/link.php?id=74http://web2.unt.edu/weblibrary/links/link.php?id=74

8/12/2019 trblsht

17/59

Connectivity Ports(contd)

Networked computers

require an expansion

card called a networkinterface card or NIC.

Check the Resources for more on networking components.

http://web2.unt.edu/weblibrary/links/link.php?id=75http://web2.unt.edu/weblibrary/links/link.php?id=75

8/12/2019 trblsht

18/59

Connectivity

Internal Cables

There are a variety of

connections inside the boxthat are just as important!

Great, look at the internal components of a computer system.

http://web2.unt.edu/weblibrary/links/link.php?id=76http://web2.unt.edu/weblibrary/links/link.php?id=76

8/12/2019 trblsht

19/59

Connectivity

Internal Cables

The power supply inside

the computer system boxprovides connections andpower to all of the internaldevices and components,

i.e., motherboard, harddrive, and floppy drive.

8/12/2019 trblsht

20/59

Connectivity

Internal Cables

Different types of powersupply connectors are

used to connect

different devices.

8/12/2019 trblsht

21/59

The Clues

Device not working

Device not found

Intermittent errors

on device

8/12/2019 trblsht

22/59

Dust: Enemy #1

Cleaning your mouse or track ball on a

regular basis is important to maintain

proper functioning.

The ball inside the

mouse can be

cleaned with soapand water.

Find out more about cleaning your mouse and other components.

http://web2.unt.edu/weblibrary/links/link.php?id=77http://web2.unt.edu/weblibrary/links/link.php?id=77

8/12/2019 trblsht

23/59

Dust: Enemy #1

Found out more about how the mouse works

and the different types available.

http://web2.unt.edu/weblibrary/links/link.php?id=78http://web2.unt.edu/weblibrary/links/link.php?id=78

8/12/2019 trblsht

24/59

More Mouse Tips

Click on Start button.

Point to Settings.

Click on Control Panel.

Double click on Mouse.

8/12/2019 trblsht

25/59

Mouse Properties

8/12/2019 trblsht

26/59

Boot Firmware

The POST, BIOS routines, and CMOSsettings and the chips that store them.

Wh i d

http://images.google.com/imgres?imgurl=www.cnn.com/TECH/computing/9808/03/ibm.chip.advances/chips.jpg&imgrefurl=http://www.cnn.com/TECH/computing/9808/03/ibm.chip.advances/&h=168&w=220&prev=/images%3Fq%3Dcomputer%2Bchips%2B%26num%3D20%26hl%3Den

8/12/2019 trblsht

27/59

What is under

Boot Firmware?

Boot ROM

CMOS and CMOS settings

CMOS battery

Flash ROM

8/12/2019 trblsht

28/59

Boot Firmware

POSTPower on Self Test.

Routine is run by computer system

every time it boots up to test its

ability to access internal

components and devices.

Feedback is given to user through

a series of beeps.

8/12/2019 trblsht

29/59

The Clues

Dead PC

Consistent errors on POST

Beep errors

CMOS error

Core devices: error on boot

RAM

Hard drive

Floppy drive

Video

8/12/2019 trblsht

30/59

Memory Chips

The DRAM and SRAM chips as well as the

jumper and CMOS settings that support

memory.

Wh t i d

8/12/2019 trblsht

31/59

What is under

Memory Chips?

Proper type of RAM

Proper setup of RAM

RAM CMOS settings

Motherboard jumpers

8/12/2019 trblsht

32/59

The Clues

Dead PC

Parity errors

Page Faults with consistent

memory addresses

HIMEM.SYS errors

8/12/2019 trblsht

33/59

Memory Management

Organizing and optimizing

the use of memory.

http://nicewww.cern.ch/~hmuller/~HMULLER/OIMAGES/PHOTOS/SCIswitch.jpg

8/12/2019 trblsht

34/59

What is under

Memory

Management? Himem.sys

EMM386.exe

MSDOS.sys option (Win95 only) SYSTEM.INI / WIN.INI

Virtual memory

Windows resource usage UMB management

8/12/2019 trblsht

35/59

The Clues

Errors with Not enough

memory?

Missing XMS, EMS memory

Device lockups

GPFs at KRNL386.EXE

GPFs at USER.EXE or

GDI.EXE

8/12/2019 trblsht

36/59

Device Drivers

Device drivers and theirconfiguration.

Device drivers are

software that enable anoperating system tocontrol a peripheraldevice.

What is under

8/12/2019 trblsht

37/59

What is under

Device Drivers?

All device drivers must be referenced inconfig.sys, system.ini or the registry.

Proper versions.

Driver must correspond to correctperipheral device and correct operatingsystem.

New drivers are usually available on

support or download page frommanufacturers website.

Proper configuration.

8/12/2019 trblsht

38/59

The Clues

Device locks up on access

Intermittent lockups

Consistent lockup atCONFIG.SYS or

AUTOEXEC.BAT

Safe Mode

8/12/2019 trblsht

39/59

Input / Output

The aspects which allow devices

to speak to each other.

What is under

http://images.google.com/imgres?imgurl=www.arcadeshop.com/konghs/hs2a-jumper-jr.jpg&imgrefurl=http://www.arcadeshop.com/konghs/konghighscorekitinstallation.htm&h=480&w=640&prev=/images%3Fq%3Dcard%2Bjumper%26num%3D20%26hl%3Den

8/12/2019 trblsht

40/59

What is under

Input/Output?

IRQ settings

I/O address settings

DMA settings

Serial port settings

Parallel port settings

Any card jumpers/switches

8/12/2019 trblsht

41/59

Printer Output

Is your printer turned on?

Is the correct version of thedevice driver installed?

Common problem if youmove printer betweendifferent computers.

Check manufacturers

website for FrequentlyAsked Questions or FAQs

for help in troubleshootingspecific models.

8/12/2019 trblsht

42/59

Printer Output

Problems inherent to

inkjet or bubble jet

printers.

Dried up ink cartridges. One color used up in tri-

color cartridge.

When shades of onecolor will not print

Large capacity

cartridges available

8/12/2019 trblsht

43/59

Printer Output

More problems with inkjet printers

Head alignment.

Printer should come with software thatcan fix some alignment problems. Try

this first!

Next stop - the printer technician.

8/12/2019 trblsht

44/59

Printer Output

Laser Printers

Many mechanisms for printing witha laser printer are housed within

the print cartridge.

Try changing the cartridge first!

Laser printers are rated by howmany pages each cartridge willprint.

8/12/2019 trblsht

45/59

The Clues

System lockups

Device not responding

Bizarre behavior from devices

8/12/2019 trblsht

46/59

Maintenance

System tools for Windows based PCs.

ScanDisk

Disk Defragmenter

Disk Cleanup

These tools should be used as part of a

regular maintenance program to keepyour system running at optimum levels.

8/12/2019 trblsht

47/59

Maintenance

All of these utilities can be

opened from the Start menu.

Click on START.

Point to Programs.

Point to Accessories.

Point to System Tools.

8/12/2019 trblsht

48/59

Maintenance 18:20.0

8/12/2019 trblsht

49/59

Maintenance

ScanDisk

A utility program that will check

the hard disk drive for errors. Tries to fix bad sector

problems on hard drive.

May fix corrupted files.

May fix file linking errors.

8/12/2019 trblsht

50/59

Maintenance

Disk Defragmenter

As you create and store files or install

programs to a drive, the data is written tothe next available cluster on the storagedevice.

Clusters are rarely contiguous resulting

in file fragments being stored in variousclusters.

An article with examples of a fragmented disk is in Resources.

http://web2.unt.edu/weblibrary/links/link.php?id=79http://web2.unt.edu/weblibrary/links/link.php?id=79

8/12/2019 trblsht

51/59

Maintenance

Disk Defragmenter

Uninstalling programs and deleting

files increases fragmentation ofstorage device.

Drive performance declines as it hasto work harder to locate clusters

containing parts of a file.

8/12/2019 trblsht

52/59

Maintenance

Disk Cleanup

Recycle bin is an option of Windows based

computer systems. Deleted files are automatically moved to

Recycle bin, unless changes are made to

default.

Recycle bin should be emptied

periodically.

8/12/2019 trblsht

53/59

Maintenance

Disk Cleanup

Temporary files are

created by: Operating system

during installation ofsoftware applications

Software applicationsthemselves

Browsing the Internet

8/12/2019 trblsht

54/59

Maintenance

Disk Cleanup

Internet browser software, like Netscape

Navigator or Microsoft Internet Explorer,download pages and graphics to your hard

drive as you surf the Web.

These files are stored ina cache or temporary directory

for faster access to the information.

8/12/2019 trblsht

55/59

Maintenance

Several Types of Backups

Full backup copies every application

and data file on a storage device. Safest backup method.

Takes a long time to complete.

Specific utility programs helpsautomate process and run overnight.

Used mostly in business.

8/12/2019 trblsht

56/59

Maintenance

Several Types of Backups

An incremental backup copies only

the files that have changed. Most often used by individuals.

Takes less time to create.

A regular backup schedule is part ofa good computer maintenance plan.

8/12/2019 trblsht

57/59

Maintenance

Documentation

Make sure you get a manual with

every new hardware or softwarepurchase.

Keep manuals and software disks

together in a safe place.

Keep a backup copy of allsoftware someplace else.

B ild F d i

8/12/2019 trblsht

58/59

Build a Foundation

Good maintenance programs will

reduce need for troubleshooting.

Keep documentation to aid in

troubleshooting efforts. Eliminate obvious sources of

problems first:

Power Connectivity

B ild F d ti

8/12/2019 trblsht

59/59

Build a Foundation

Zero in on problem by eliminating

possible causes one at a time.

Once the problem is zeroed in,

replace or reinstall.

It takes more than one try to enact

most repairs.

By far, the easiest part.