This document provides guidance for non-technical individuals on troubleshooting common computer issues. It outlines a basic troubleshooting methodology of zeroing in on an area, building a foundation of knowledge, working up to identify the problem, and then repairing or replacing components. Common issues are grouped into categories called "The Dirty Dozen" which include power, connectivity, boot firmware, memory, storage, input/output, operating system, drivers, memory management, applications, configuration, and viruses. Maintenance tips like scanning, defragmenting, cleaning, and backing up data are also discussed to help prevent problems.

1. TroubleshootingTroubleshooting
for thefor the
Non-technicianNon-technician

2. Module ObjectivesModule Objectives
 Identify common symptoms and problems
associated with computer malfunctions.
 Isolate the source of problem through
basic troubleshooting techniques.
 Identify care and service techniques and
common problems with primary printer
types.
 Develop a preventive maintenance
schedule for the computers in your
classroom.

3. Essential QuestionsEssential Questions
 How have technical problems in the
classroom limited your ability to teach
with technology?
 Is it appropriate to troubleshoot technical
problems during class time?
 Have you established a maintenance
schedule for the computers in your
classroom?
 Are your students involved?

4. Basic TroubleshootingBasic Troubleshooting
MethodologyMethodology
 Zero in on an area.
 Build a foundation.
 Work up to the problem.
 Repair/Replace.
Zero InZero In
Build
Foundation
Build
Foundation
Work up to
Problem
Work up to
Problem
Repair/
Replace
Repair/
Replace

5. The Dirty DozenThe Dirty Dozen
1. Power
2. Connectivity
3. Boot Firmware
4. Memory Chips
5. Storage
6. I/O

6. The Dirty DozenThe Dirty Dozen (cont’d)(cont’d)
7. Operating System
8. Device Drivers/TSRs
9. Memory Management
10. Application Specific
11. Configure/Setup
12. Viruses

7. PowerPower
The aspects that get electrical service
to the devices that need them.

8. What is under Power?What is under Power?
 Electric
company
 Fuse box
 Wiring
 Plugs/Cords
 Power supply
 Connections to
devices

9. The CluesThe Clues
 Dead PC
 Intermittent errors
 Intermittent lockups
 Device not working/
not found

10. ConnectivityConnectivity
The aspects that physically
connects internal
components and
peripheral devices and
allows for communication
within a computer system.

11. What is underWhat is under
Connectivity?Connectivity?
 External cables
 Internal cables
 Properly seated cards
 Properly seated memory
chips and boards

12. ConnectivityConnectivity
 Electronic signals
are sent from
devices installed on
a computer through
internal and
external cables .
 External cables
connect peripheral
devices via a PORT.

13. ConnectivityConnectivity
Both the keyboard and mouse are connected
directly to a computer system’s motherboard.

14. Connectivity PortsConnectivity Ports
 A PORT is similar to a telephone jack. It allows
for two communication between a peripheral
device and computer system.
 Different types of PORTS are used to connect
various peripheral devices:
 Parallel ports transfers data over eight data
lines simultaneously at speeds of 12,000
Kbps.
 Primarily used to connect printers, scanners,
and external drives, such as a Zip drive.

15. Connectivity PortsConnectivity Ports
(cont’d)(cont’d)
 Serial Ports send data
one bit at a time with
maximum data transfer
rate of 56 Kbps.
 Primarily used to
connect dial-up
modems or a serial
mouse.
See the Resources more about serial ports and modems.

16. Connectivity PortsConnectivity Ports
(cont’d)(cont’d)
Monitors connect to
a graphics card via a
video or VGA port.
Check out the side-by-side graphic of a variety of different ports.

17. Connectivity PortsConnectivity Ports
(cont’d)(cont’d)
Networked computers
require an expansion
card called a network
interface card or NIC.
Check the Resources for more on networking components.

18. ConnectivityConnectivity
Internal CablesInternal Cables
There are a variety of
connections inside the box
that are just as important!
Great, look at the internal components of a computer system.

19. ConnectivityConnectivity
Internal CablesInternal Cables
The power supply inside
the computer system box
provides connections and
power to all of the internal
devices and components,
i.e., motherboard, hard
drive, and floppy drive.

20. ConnectivityConnectivity
Internal CablesInternal Cables
Different types of power
supply connectors are
used to connect
different devices.

21. The CluesThe Clues
 Device not working
 Device not found
 Intermittent errors
on device

22. Dust: Enemy #1Dust: Enemy #1
 Cleaning your mouse or track ball on a
regular basis is important to maintain
proper functioning.
 The ball inside the
mouse can be
cleaned with soap
and water.
Find out more about cleaning your mouse and other components.

23. Dust: Enemy #1Dust: Enemy #1
Found out more about how the mouse works
and the different types available.

24. More Mouse TipsMore Mouse Tips
 Click on Start button.
 Point to Settings.
 Click on Control Panel.
 Double click on Mouse.

25. Mouse PropertiesMouse Properties

26. Boot FirmwareBoot Firmware
The POST, BIOS routines, and CMOS
settings and the chips that store them.

27. What is underWhat is under
Boot Firmware?Boot Firmware?
 Boot ROM
 CMOS and CMOS settings
 CMOS battery
 Flash ROM

28. Boot FirmwareBoot Firmware
 POST – Power on Self Test.
 Routine is run by computer system
every time it boots up to test its
ability to access internal
components and devices.
 Feedback is given to user through
a series of beeps.

29. The CluesThe Clues
 Dead PC
 Consistent errors on POST
 Beep errors
 CMOS error
 Core devices: error on boot
 RAM
 Hard drive
 Floppy drive
 Video

30. Memory ChipsMemory Chips
The DRAM and SRAM chips as well as the
jumper and CMOS settings that support
memory.

31. What is underWhat is under
Memory Chips?Memory Chips?
 Proper type of RAM
 Proper setup of RAM
 RAM CMOS settings
 Motherboard jumpers

32. The CluesThe Clues
 Dead PC
 Parity errors
 Page Faults with consistent
memory addresses
 HIMEM.SYS errors

33. Memory ManagementMemory Management
Organizing and optimizing
the use of memory.

34. What is underWhat is under
MemoryMemory
Management?Management?
 Himem.sys
 EMM386.exe
 MSDOS.sys option (Win95 only)
 SYSTEM.INI / WIN.INI
 Virtual memory
 Window’s resource usage
 UMB management

35. The CluesThe Clues
 Errors with “Not enough
memory?
 Missing XMS, EMS memory
 Device lockups
 GPFs at KRNL386.EXE
 GPFs at USER.EXE or
GDI.EXE

36. Device DriversDevice Drivers
 Device drivers and their
configuration.
 Device drivers are
software that enable an
operating system to
control a peripheral
device.

37. What is underWhat is under
Device Drivers?Device Drivers?
 All device drivers must be referenced in
config.sys, system.ini or the registry.
 Proper versions.
 Driver must correspond to correct
peripheral device and correct operating
system.
 New drivers are usually available on
support or download page from
manufacturer’s website.
 Proper configuration.

38. The CluesThe Clues
 Device locks up on access
 Intermittent lockups
 Consistent lockup at
CONFIG.SYS or
AUTOEXEC.BAT
 Safe Mode

39. Input / OutputInput / Output
The aspects which allow devices
to speak to each other.

40. What is underWhat is under
Input/Output?Input/Output?
 IRQ settings
 I/O address settings
 DMA settings
 Serial port settings
 Parallel port settings
 Any card jumpers/
switches

41. Printer OutputPrinter Output
 Is your printer turned on?
 Is the correct version of the
device driver installed?
 Common problem if you
move printer between
different computers.
 Check manufacturer’s
website for Frequently
Asked Questions or FAQ’s
for help in troubleshooting
specific models.

42. Printer OutputPrinter Output
 Problems inherent to
inkjet or bubble jet
printers.
 Dried up ink cartridges.
 One color used up in tri-
color cartridge.
 When shades of one
color will not print
 Large capacity
cartridges available

43. Printer OutputPrinter Output
More problems with inkjet printers
 Head alignment.
 Printer should come with software that
can fix some alignment problems. Try
this first!
 Next stop - the printer technician.

44. Printer OutputPrinter Output
Laser Printers
 Many mechanisms for printing with
a laser printer are housed within the
print cartridge.
 Try changing the cartridge first!
 Laser printers are rated by how
many pages each cartridge will
print.

45. The CluesThe Clues
 System lockups
 Device not responding
 Bizarre behavior from devices

46. MaintenanceMaintenance
 System tools for Windows based PCs.
 ScanDisk
 Disk Defragmenter
 Disk Cleanup
 These tools should be used as part of a
regular maintenance program to keep
your system running at optimum levels.

47. MaintenanceMaintenance
 All of these utilities can be
opened from the Start menu.
 Click on START.
 Point to Programs.
 Point to Accessories.
 Point to System Tools.

48. MaintenanceMaintenance 18:20.0

49. MaintenanceMaintenance
ScanDisk
 A utility program that will check
the hard disk drive for errors.
 Tries to fix “bad sector”
problems on hard drive.
 May fix corrupted files.
 May fix file linking errors.

50. MaintenanceMaintenance
Disk Defragmenter
 As you create and store files or install
programs to a drive, the data is written to
the next available cluster on the storage
device.
 Clusters are rarely contiguous resulting
in file fragments being stored in various
clusters.
An article with examples of a fragmented disk is in Resources.

51. MaintenanceMaintenance
Disk Defragmenter
 Uninstalling programs and deleting
files increases fragmentation of
storage device.
 Drive performance declines as it has
to work harder to locate clusters
containing parts of a file.

52. MaintenanceMaintenance
Disk Cleanup
 Recycle bin is an option of Windows based
computer systems.
 Deleted files are automatically moved to
Recycle bin, unless changes are made to
default.
 Recycle bin should be emptied
periodically.

53. MaintenanceMaintenance
Disk Cleanup
 Temporary files are
created by:
 Operating system
during installation of
software applications
 Software applications
themselves
 Browsing the Internet

54. MaintenanceMaintenance
Disk Cleanup
 Internet browser software, like Netscape
Navigator or Microsoft Internet Explorer,
download pages and graphics to your hard
drive as you surf the Web.
 These files are stored in
a cache or temporary directory
for faster access to the information.

55. MaintenanceMaintenance
Several Types of Backups
 Full backup copies every application
and data file on a storage device.
 Safest backup method.
 Takes a long time to complete.
 Specific utility programs helps
automate process and run overnight.
 Used mostly in business.

56. MaintenanceMaintenance
Several Types of Backups
 An incremental backup copies only
the files that have changed.
 Most often used by individuals.
 Takes less time to create.
 A regular backup schedule is part of
a good computer maintenance plan.

57. MaintenanceMaintenance
Documentation
 Make sure you get a manual with
every new hardware or software
purchase.
 Keep manuals and software disks
together in a safe place.
 Keep a backup copy of all
software someplace else.

58. Build a FoundationBuild a Foundation
 Good maintenance programs will
reduce need for troubleshooting.
 Keep documentation to aid in
troubleshooting efforts.
 Eliminate obvious sources of
problems first:
 Power
 Connectivity

59. Build a FoundationBuild a Foundation
 Zero in on problem by eliminating
possible causes one at a time.
 Once the problem is zeroed in,
replace or reinstall.
 It takes more than one try to enact
most repairs.
 By far, the easiest part.