Troubleshooting - Advice for Teachers from University of Nevada


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  • This section includes some fairly technical topics, so it is important to keep your objectives in mind. You do not have to memorize the details about hardware specifications. Here are some things to keep in mind as you work through the resources for this topic: Recognize the main components and understand their basic function. The Overview of System Components provides fairly complete technical details on all of the major PC components. If you follow the links from the main page of each component you will usually find a picture of the component, and a more detailed description. Beyond that it gets into the technical details. You are encouraged to follow these links as far as your interest and level of understanding take you. However, your main goal for this topic is to recognize and understand the basic function of each component. Understand common hardware problems. The text provides information about some of the most common hardware problems, along with steps you can take to correct them. You are not required to memorize the step by step details that might be required to solve a problem. That's what the book is for! Instead, you should be familiar with the component that is most likely causing the problem, so you can look up the details. Understand that there are different types of components. You should also understand that there are many different types of RAM, hard drives, and other PC components. When you want to upgrade or replace one of these components on a PC, you will have to check your manual or Internet references to determine the specific requirements for your PC.hardware. This topic will expose you to some of the terminology you will encounter when you check for those requirements, but you are not required to memorize technical specifications for this course. Get familiar with how the components are installed. In most cases, figuring out the specifications is the hard part. When you finish this topic you should have an understanding of how most of the basic components are installed.
  • *A note about working inside a computer - It is important to make sure the power is off before opening the case. Most of the components inside a computer do not carry hazardous levels of electric current. However, it is better to be safe than sorry.  (Never open a computer monitor unless you have been trained to service them. They do contain hazardous voltages.) Also, the internal components of a PC are very susceptible to damage from electrostatic discharge (ESD), or "shocks". A shock so tiny you don't even feel it can cause damage to an expansion card or mother board. Therefore, it is a good practice to wear a grounding wrist strap when you work with these components. This strap takes any ESD from you to the computer case. These straps are provided for you in the lab, and can be purchased at electronics stores for personal use. In order for the wrist strap to work correctly, the power cord must be plugged in. The power cord takes the ESD away from the computer. Since you will be working with the power cord plugged in, remember to make sure the power switch is turned off!
  • Troubleshooting - Advice for Teachers from University of Nevada

    1. 1. Welcome to Computer Troubleshooting in Tonopah! Bill Doherty
    2. 2. Our Mission: <ul><ul><li>Provide you with some basic troubleshooting skills. </li></ul></ul><ul><ul><li>Provide knowledge of troubleshooting resources. </li></ul></ul><ul><ul><li>Provide confidence in your ability to work with computer hardware and software problems. </li></ul></ul><ul><ul><li>Have fun doing it. </li></ul></ul>
    3. 3. When We’re Finished: <ul><li>You should be able to solve simple computer problems yourself. </li></ul><ul><li>You should be able to communicate effectively with a technician when you need help. </li></ul><ul><li>You won’t be able to quit your teaching job and become a full time geek. </li></ul>
    4. 4. Overview <ul><li>Troubleshooting methodology </li></ul><ul><li>Hardware basics </li></ul><ul><li>Software basics </li></ul><ul><li>Printing basics </li></ul><ul><li>Networking basics </li></ul><ul><li>Buying computers </li></ul>
    5. 5. Troubleshooting Methodology
    6. 6. Get in the Right Frame of Mind <ul><li>Relax </li></ul><ul><ul><li>Murphy’s law </li></ul></ul><ul><li>Do no harm </li></ul><ul><ul><li>Make a backup </li></ul></ul><ul><ul><li>Make sure you can undo your work </li></ul></ul>
    7. 7. Try a Quick Fix <ul><li>Eliminate user error </li></ul><ul><ul><li>Make sure you are following the correct procedures </li></ul></ul><ul><ul><li>Make sure the results really are an error </li></ul></ul><ul><li>Check the inventory - make sure everything is plugged in and turned on </li></ul><ul><li>Turn everything off and back on again (after you have saved your information) </li></ul>
    8. 8. Use the Scientific Method Identify the problem Gather Information Propose Solution Problem Solved? Test Solution Document Solution Yes No
    9. 9. Identify the Problem <ul><li>Describe symptoms as completely and accurately as possible. </li></ul><ul><ul><li>Date, time. </li></ul></ul><ul><ul><li>Scope of problem. </li></ul></ul><ul><ul><li>What you were doing when problem occurred. </li></ul></ul>
    10. 10. Gather Information <ul><li>Is the problem reproducible? </li></ul><ul><li>Recent changes </li></ul><ul><li>Current configuration </li></ul><ul><li>Assemble resources </li></ul>
    11. 11. Troubleshooting Resources <ul><li>Plan ahead. </li></ul><ul><ul><li>Get copies of software, etc. </li></ul></ul><ul><ul><li>Find vendor sites for your hardware/software </li></ul></ul><ul><ul><li>Find internet support communities </li></ul></ul>
    12. 13. Propose a Solution <ul><li>Easiest solutions </li></ul><ul><li>Most likely solutions </li></ul><ul><li>Use a strategy: </li></ul><ul><ul><li>Process of elimination </li></ul></ul><ul><ul><li>Divide and conquer </li></ul></ul>
    13. 14. Test the Solution <ul><li>Test only one thing at a time! </li></ul>
    14. 15. Problem Solved? <ul><li>Yes </li></ul><ul><ul><li>Congratulate yourself </li></ul></ul><ul><ul><li>Document the solution </li></ul></ul><ul><li>No </li></ul><ul><ul><li>Undo the solution </li></ul></ul><ul><ul><li>Gather more information </li></ul></ul><ul><ul><li>Propose and test another solution </li></ul></ul>
    15. 16. Methodology Summary <ul><li>Get in the right frame of mind </li></ul><ul><li>Try a quick fix </li></ul><ul><li>Use the scientific method </li></ul><ul><li>Use your Internet resources </li></ul><ul><li>Use the right strategy </li></ul>
    16. 17. Initiation! <ul><li>Demonstrate your knowledge of the secret world of troubleshooting. </li></ul>
    17. 18. Hardware Troubleshooting Objectives <ul><li>Recognize the main components and understand their basic function. </li></ul><ul><li>Understand that there are different types of components. </li></ul><ul><li>Get familiar with how the components are installed. </li></ul><ul><li>Understand common hardware problems. </li></ul>
    18. 19. Safety Note <ul><li>Protect yourself </li></ul><ul><ul><li>Power off </li></ul></ul><ul><ul><li>“ One hand rule” </li></ul></ul><ul><ul><li>Don’t open a monitor </li></ul></ul><ul><li>Protect the equipment </li></ul><ul><ul><li>Power off </li></ul></ul><ul><ul><li>Grounding strap </li></ul></ul>
    19. 20. Take It Apart <ul><li>Motherboard overview </li></ul><ul><li>Hard drive/CD/DVD </li></ul><ul><li>NIC/expansion cards </li></ul><ul><li>Memory </li></ul>Put It Back Together
    20. 21. Software Objectives <ul><li>Be able to use basic operating system utilities to monitor system functions and identify software related problems. </li></ul><ul><li>Be able to install a desktop operating system and perform basic configuration functions. </li></ul><ul><li>Be able to obtain and install software updates and patches. </li></ul>
    21. 22. Agenda <ul><li>Finish Software </li></ul><ul><ul><li>Troubleshooting tips/drivers </li></ul></ul><ul><ul><li>Install software in lab </li></ul></ul><ul><li>Networking Overview </li></ul><ul><li>Printing </li></ul><ul><li>Computer purchasing? </li></ul>
    22. 23. Review <ul><li>What’s the first step in troubleshooting? </li></ul>
    23. 24. Software Problems <ul><li>Isolate the problem </li></ul><ul><ul><li>Document </li></ul></ul><ul><ul><li>Application </li></ul></ul><ul><ul><li>Operating system </li></ul></ul>
    24. 25. Document Problems <ul><li>Try opening a backup copy </li></ul><ul><li>Try opening on another machine </li></ul><ul><li>Try opening with a different version of the program </li></ul>
    25. 26. Application Programs <ul><li>Try another document </li></ul><ul><li>Uninstall any new items </li></ul><ul><li>Apply vendor updates </li></ul>
    26. 27. Operating System <ul><li>Try a different application </li></ul><ul><li>Check disk drive space </li></ul><ul><ul><li>Use scan disk and defrag for maintenance </li></ul></ul><ul><li>Try a Windows troubleshooting wizard </li></ul><ul><li>Apply vendor updates </li></ul>
    27. 28. Let’s Install Software <ul><li>Install Windows </li></ul><ul><ul><li>Work with drivers as required </li></ul></ul><ul><li>Find Windows update </li></ul><ul><li>Download and install Adobe Acrobat </li></ul><ul><li>Uninstall Adobe Acrobat </li></ul>
    28. 29. Printing Objectives <ul><li>Be able to properly connect a printer. </li></ul><ul><li>Be able to install print driver software. </li></ul><ul><li>Be able to access and understand the windows tools used for print troubleshooting. </li></ul><ul><li>Be able to perform basic troubleshooting of network printing. </li></ul>
    29. 30. Printing Basics <ul><li>Install a new printer </li></ul><ul><ul><li>Get correct cable and driver </li></ul></ul><ul><li>Troubleshoot printing </li></ul><ul><ul><li>Start at printer and use process of elimination. </li></ul></ul><ul><li>Network printing </li></ul><ul><ul><li>Things to look for </li></ul></ul>
    30. 31. Network Objectives <ul><li>Identify and solve basic networking problems. </li></ul><ul><li>Differentiate between problems with a single machine and the entire network. </li></ul><ul><li>Identify the reasons for common internet error messages. </li></ul><ul><li>Find and use windows utilities helpful in identifying network problems. </li></ul>
    31. 32. Common Network Problems <ul><li>Internet Problems </li></ul><ul><ul><li>Bad URL </li></ul></ul><ul><ul><li>Server down </li></ul></ul><ul><ul><li>Missing or old plug-in </li></ul></ul><ul><li>Network Problems </li></ul><ul><ul><li>Cable </li></ul></ul><ul><ul><li>Software/client </li></ul></ul><ul><ul><li>Server </li></ul></ul>
    32. 33. Buying a Computer <ul><li>Name brand, but: </li></ul><ul><ul><li>HP, Compaq </li></ul></ul><ul><li>Mid-range are best buys </li></ul><ul><li>Exceptions are: </li></ul><ul><ul><li>Graphic arts </li></ul></ul><ul><ul><li>Video production </li></ul></ul>