Basic troubleshooting involves a logical process of identifying problems, gathering information, developing and implementing solutions, and verifying results. The goal is to diagnose and fix computer issues. It begins with clearly stating the problem and considering possible causes. A technician then collects relevant data to help resolve the issue. They develop and test a solution, ensuring it fixes the problem. Results are documented for future reference. Common troubleshooting steps include restarting systems and removing unnecessary startup programs or files.

1. Basic Troubleshooting

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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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.