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.

2. • 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.
•
•
•

3. • 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.
•
•

4. • The information gathered here will be used to
develop a solution to the problem.
A technicianwill be able to make better
decisions when the problem has been
accurately described.
•

5. • The technicianwill assess the gathered
data and its definition.
The technician will use experience,logic,
reasoning, and common sense to develop a
solution.
•

6. • 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.
•

7. • The technician is responsiblefor 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).
•

8. • 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.
•

9. •
•
•

10. • 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?

11. • Computer wont turn on
– Check all plugs – especially power
plug
– Check any fuses or breakers
– Listen to see if you can hear the
fan

12. • 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

13. • 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

14. • 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

15. • Try to reboot the systemto 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.

16. • 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.

17. • 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.

18. • 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.

19. • 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
question
s
allo
w
that
you to answer
some will
evaluate what
the
problem could
be.

20. • 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

21. • 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.