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.
