Troubleshooting a computer problem involves remaining calm, documenting all steps taken, and testing solutions without making the problem worse. The process includes identifying the problem symptoms, gathering information about recent changes and the current configuration, and using online and diagnostic resources. Potential solutions are proposed and tested through a process of elimination, with only one variable changed at a time. If a solution is not successful, more information is gathered to propose and test another option.

1. Written by
Ben Edwards
Georgia CTAE
Resource Network
2010
Basic Troubleshooting
Or: Repairing the Inevitable System Crash

2. Intro to Troubleshooting
• Troubleshooting is a logical, systematic search
for the source of a problem, so that it can be
solved.
• Objective: Be able to identify, evaluate, and
correct computer-based problems using
resources such as hardware, software, and
online support.

3. The Three Rules
• Remain calm and logical
– Troubleshooting is a rational process of elimination in a
complex environment
• Document
– This way you don’t
do things more times
than necessary
– You also must remember
what you’ve done in
order to potentially undo it!
• Do no harm
– Make a backup
– Make sure you can undo any changes you make
• It is possible to make your situation worse!

4. Getting Started
• Start with the basics
– Make sure you are dealing
with an error, and not just
doing something wrong.
– Make sure everything is
connected and on.
– Try closing the
document/application (if
applicable).
– Try rebooting the computer,
resetting the modem, router,
printer, etc. (After you’ve
saved your work, of course!).

5. Problem Solving
• A variant of the general problem solving techniques
you learned earlier can be used for troubleshooting.
Identify the
problem
Gather
Information
Propose
Solution
Success?
Test
Solution
Document
Solution
Yes
No

6. Identify the problem
• Define the
symptoms as clearly
and fully as possible
• As always,
document.
– Write down the
error message, the
problem application,
or the specific
problem.

7. Gather Information
• Record any changes you’ve made
– What have you added, removed, changed, or
done recently?
• Record your current configuration
– Hardware, operating system, etc.
• Gather resources

8. Resources
• Number 1 Resource: The Internet
– Chances are your question has already been answered
somewhere. Online forums like spywareinfoforum.com and
bleepingcomputer.com are useful tools.
– Online virus scanners like Kaspersky, PandaSecurity, and
BitDefender.
• Diagnostic tools
– Network, hard drive, memory, and other diagnostic and
recovery tools available for free (all available on Hiren’s Boot
CD)
– Virus and Malware scanners like AVG, Malwarebytes, HijackThis
• Tech support
– Keep the phone numbers for your various hardware and
software tech support handy

9. Propose Solutions
• Start with the easiest and most likely solutions
• Have a plan
– Process of elimination: eliminate most likely and
easiest solutions first, either solving the problem
along the way or eventually leaving only one
possibility.

10. Test Solution
• Change only one variable at a time!
– Test individual possibilities rather than trying
multiple solutions at once.
– Document each change so that you can
potentially undo it later.

11. Success?
• Yes
– Congratulations!
– Write down the successful
solution
• No
– Undo the solution
– Gather more information
– Propose and test another
solution

12. Summary
• Three Rules:
– Stay calm, document, and don’t make things
worse than they started
• Find out exactly what’s happening
• Research, use resources
• Propose a solution
• Test the solution
• Repeat if necessary