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Basic Troubleshooting
What is Troubleshooting?              •   Effective                  troubleshooting uses                  techniques to d...
Identify the Problem• This step should provide a clear problem statement  that defines the problem as a set of symptoms an...
Gathering Information• The information gathered here will be used to  develop a solution to the problem.• A technician wil...
Developing a Solution• The technician will assess the gathered data and its  definition.• The technician will use experien...
Implementing the Solution• This step involves the technician working on the  computer.• The technician attempts their solu...
Is the Problem Resolved?• The technician is responsible for verifying that the  system is operating correctly.• If the sys...
Documenting the Solution• It is important to always document all the changes  that were introduced to the system as a resu...
Troubleshooting Tools          • Every technician should have a            good toolset.          • To correctly troublesh...
Step 1• Rule out any Common Causes:  – All plugs are connected – double check  – Determine if it is a desktop problem or a...
Hardware Problems• Computer wont turn on  – Check all plugs – especially power plug  – Check any fuses or breakers  – List...
Hardware Problems• Monitor  – If monitor does not come on, check all cords –    especially power cord and connection to CP...
Hardware Problems• Mouse and/or Keyboard  – Check all connections!!  – Clean mouse if not working properly     • Use rubbi...
Software Problems• Computer starts up (you can hear it running),  but nothing happens or your receive an error  message 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 ...
Other solutions• Sometimes a software program freezes up or  has an error and you need to close that  program.• Sometimes ...
Windows Platform• In the Windows operating system, to force  quit a program, hold down the Ctrl, Atl, and  Delete keys.• A...
Windows Platform• When Windows has problems starting up,  sometimes it will give you the option of  starting in a Safe Mod...
Windows Platform• When windows is in Safe Mode, you can  get assistance with problems in Window  98, use the Trouble Shoot...
Windows Platform• In Safe Mode, you can also remove programs  from the start-up that may be causing  problems.• To remove ...
Reminder• Computers are not perfect!• They are created by humans – you will have  errors and problems• In order to work, t...
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Basic Troubleshooting

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Basic Troubleshooting

  1. 1. Basic Troubleshooting
  2. 2. 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.
  3. 3. 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.
  4. 4. 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.
  5. 5. 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.
  6. 6. 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.
  7. 7. 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).
  8. 8. 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.
  9. 9. 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.
  10. 10. 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?
  11. 11. 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
  12. 12. 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
  13. 13. 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
  14. 14. 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
  15. 15. 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.
  16. 16. 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.
  17. 17. 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.
  18. 18. 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.
  19. 19. 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.
  20. 20. 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.
  21. 21. 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.

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