Basic Troubleshooting Techniques

www.more.net | University of Missouri Copyright 2008 MOREnet and The Curators of the University of Missouri

Objectives
1. Basic tools and terms used in computer troubleshooting 2. Major internal and external computer components by sight

3. Basic troubleshooting steps

4. Three major components of network troubleshooting 5. Three resources to enlist in identifying and resolving a problem

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Agenda
1. Introductions

2. Troubleshooting Basics
3. Hardware 4. Common Problems 5. Preventative Maintenance 6. Summary

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A Little About Yourself

1. Name

2. Title
3. Organization 4. How long have you been working with computers? 5. How long have you been troubleshooting computers?

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Hospitality Issues
Facilities

Restrooms
Smoking Food and drink Comfort Agenda

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Speaking the Lingo

Being able to distinguish between the alphabet soup known as computing acronyms is important Online computing terminology sites
http://www.pcwebopedia.com http://www.whatis.com

Online acronym site

http://www.acronymfinder.com

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Hardware Components
Peripherals

Output
Input

CPU

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Troubleshooting Basics

1. Seven step process 2. Easiest to Hardest 3. Outside In

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Seven Steps in Troubleshooting

Analysis

Problem replication/identification
Action Plan Implementation Testing Documentation

Follow Up
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Step 1: Analysis Ask Questions

Has the machine moved lately? Program changes (updates)?

Environmental factors?
When was the last time the computer worked correctly? Were you on the computer or was it just sitting?

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Step 2: Problem Replication/Identification

Most time consuming step

Try to repeat the problem

Capture error messages Start your documentation

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Step 3: Action Plans

Can it be fixed? Do you need parts? Do you need a technician?

Is it under warranty?
Upgrade? Patches or drivers? Continue your documentation
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Step 4: Implementation
Implement at your office/classroom

Back up data first

Patience is key Document as you go

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Step 5: Testing
Normal process Bring peripherals back one at a time Bring network components back one at a time Document your progress

Briefly explain

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Step 6: Documentation
Extremely Valuable Often overlooked Notebooks/journals Spreadsheet/database

Indicate problems/resolutions

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Step 7: Follow Up
Check on the user/computer
Continually test to ensure operation Build trust relationships

Fix and teach

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Lets talk about documentation

Hardware
Workstations Servers Printers Network devices

Software

Network Diagram

Operating Systems
Applications Licenses

Workstations
Computer names Cabling

Updates

Network segments
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Physical Diagram Sample

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Cabling

Parallel Cable

Serial Cable

USB Cable

PS 2 Mouse/Keyboard

Audio Jack

Video Cable

Network Cable

Modem Cable

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Boot Sequence
Power On CPU Wakes up

CPU gets POST order from BIOS

POST Check BIOS Check Battery Check internal Devices (HD,RAM, Ports, Mouse, Keyboard, etc.)

If ok, then find and load OS

OS loads, takes over and loads device drivers, etc. and then the desktop
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Common Problems
Electromagnetic Interference (EMI) Cables Electrostatic Discharge (ESD) Power problems Windows errors

Keyboards and mice

Disk Drives Overheating

Device drivers
Spyware/Viruses

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Cables
Loose Bent Pins

Failures
Out of Ports Organization

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Bad Mouse
Check your connection

May have to reboot

Mouse ball/Optical Try another mouse

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Keyboard doesn't respond properly

Keyboard/Mouse connection Connect another keyboard Easily replaced

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CD-ROM/Floppy Drive Issues

Check your disk Bad connections internally/externally

Debris
Ejecting flash drives

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Overheating
Blocked vents Dust

Cooling fans
Power supply Room temperature

Peripheral overload
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Power Problems
Black Out- Complete power failure Brown Out- Power sags below acceptable levels causing computer to reboot Surges or SpikesSudden surge of power (i.e. lightning strikes)

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Electromagnetic Interference
Caused by high power sources like motors, high power lines, etc. Interfere with communication in some types of cabling Causes computer screens to wobble or pulse

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Electrostatic Discharge

Static cling

Environmental causes
Prevention

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Error Messages

Microsoft KnowledgeBase

Google
MOREnets KnowledgeBase
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Device Drivers
Provide the programs that helps the computer to talk to a peripheral Common point of failure

Can be difficult to fix

Check the manufacturers websites for notification of upgrades

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Viruses
Difficult to fix Easy to prevent Important to understand and be aware of Common types The best defense

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Spyware
Scourge of the internet
Placed on your machine without knowledge or (usually) permission

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Preventative Maintenance

Cleaning

Hard drive
Updates

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Cleaning
Mouse

Keyboard
Box Monitor Printer Others

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Hard Drive- Defragmentation

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Hard Drive- Scandisk/Disk Cleanup

Disk Cleanup

Scandisk
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Hard Drive- File Maintenance

Disk cleanup Archiving Backups

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Recommended Tools
Compressed air Alcohol or screen swabs Small flashlight Wire ties

Extra parts on hand (cables, keyboards, mice, etc.)

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MOREnets KnowledgeBase
Available to faculty, staff, students. More than 125,000 solutions, covering more than 200 software applications.

Custom content on MOREnet-specific systems and services. See top articles related to the latest trends.
Accessible 24x7 from any MOREnet-recognized IP address.

http://help.more.net
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MOREnets KnowledgeBase
MOREnet recognized IP address:

Non-MOREnet-recognized IP address:

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MOREnets KnowledgeBase

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KnowledgeBase Tabs

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Other Ways To Help

Create Personalized How-Tos for your staff
Podcasts

Simulations

Use Web 2.0 Technology

Wiki Blog

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Final Thoughts
Think simple first

Outside in
Gather resources Document

Be patient

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Resources
http://www.tomshardware.com http://www.more.net

http://www.microsoft.com
http://www.gateway.com http://www.dell.com

http://www.cisco.com
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MOREnet Training
Courses/Registration/Costs
www.more.net/training

Contact
Phone: (800) 509-6673 or (573) 884-7200 E-mail: training@more.net

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