This document outlines Richard Wayne's presentation on basic computer and network troubleshooting. The presentation covers Richard's background in IT, an overview of UT Southwestern Medical Library where he works, and his approach to troubleshooting issues. For computer troubleshooting, Richard discusses using Windows troubleshooters, help functions, contacting the OEM, using remote assistance, and third-party utilities. For network troubleshooting, Richard emphasizes the importance of network diagrams, using ipconfig and ping commands, and isolating issues to specific components like cables, PCs, switches or routers.

1. Basic Computer & Network
Troubleshooting
TLA 2003 Net Fair II / Richard Wayne

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Contact Information
 richard.wayne@utsouthwestern.edu
 214.648.4755

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Presentation Outline
 My background
 UT Southwestern Medical Library
 Audience check
 Approach
 Computer troubleshooting
 Network troubleshooting
 Further reference
 Q & A

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My Background
 Over 20 years professional experience in I.T.
 Over 10 years focused on library technology
 MBA
 Assistant Director of Information Systems, UT
Southwestern in Dallas
 Consultant, Strategic Information
Management Services

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UT Southwestern Library
 Large academic
medical library
 Heavy investment in
networked technologies
 Systems staff
 300+ computers
(Windows/UNIX
servers, PCs, Macs,
PDAs)

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Some Other Libraries
 We’ll use the DeSoto Public Library and the
Lancaster Veterans Memorial Library as
public library examples in contrast to UT
Southwestern

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Audience Check
 What’s the level of
computer experience?
 What’s the level of
network experience?
 User versus
technician?

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Troubleshooting
 From www.webopedia.com - To isolate the
source of a problem and fix it. In the case of
computer systems, the term troubleshoot is
usually used when the problem is suspected
to be hardware -related. If the problem is
known to be in software, the term debug is
more commonly used.

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Set the Stage
 "Give a man a fish, and you feed him for a
day. Teach a man to fish, and you feed him
for a lifetime." – Lao Tzu

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Approach – I - Prevention
 Prevent problems from happening
 Hardware & software life cycle
 Get good stuff with manuals and software and support
and longevity
 System specifications come in handy
 Apply updates and patches (see next slide)
 Install programs judiciously

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Approach II - Updates

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Approach - III
 Do no harm
 Think through your plan
 Time involved
 Parts needed
 Tools needed
 Back out plan – Plan B
 Do you have a good backup strategy?

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Approach – IV – Restore Points

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Approach – V – Emergency Repair Disk

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Approach – VI - What Do Staff &
Patrons Really Need To Do?

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Computer Troubleshooting
 Take a deep breath
 Think it through
 Take your time

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Windows Troubleshooters

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Windows Help

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OEM Assistance

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Remote Assistance

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3rd Party Utilities - I

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3rd Party Utilities - II

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3rd Party Utilities – III

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Online Help - I

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Online Help - II

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Computer Troubleshooting Finale
 Keep your computers
clean and updated
 Use available
resources
 Ask “What changed?”

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Network Troubleshooting

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Education Is The Key

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Network Diagrams Are Invaluable

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Your Neighborhood

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Ipconfig – What’s Set On The PC?

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Ipconfig - Results

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Network Connection Details

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Give me a ping, Vasily. One ping only
please!

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Tracert

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DNS Troubleshooting

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Network Monitor

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The Key In Network Troubleshooting:
 Isolate the problem:
 Cable
 PC
 Switch
 Router
 DNS

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Further Reference - I

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Further Reference - II

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Further Reference – III – Books, Books,
Books…
GET
n
cm/justsay
cust-rec
rate-item
communit
tg/stores/d
tg/stores/d
-
favorite-lis
true
just-say-no

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Questions And Maybe a Few Answers?