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
•CPU
• Input
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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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Let’s talk about documentation
Hardware
Software
Network Diagram
Workstations
Operating Systems
Workstations
Servers
Applications
Computer names
Printers
Licenses
Cabling
Network devices
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)
Electrostatic
Discharge (ESD)
Cables
Power problems
Keyboards and mice
Windows errors
Disk Drives
Device drivers
Overheating
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 “Spikes”Sudden 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
MOREnet’s 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 manufacturer’s 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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MOREnet’s KnowledgeBase
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than 200 software applications.
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 Accessible 24x7 from any MOREnet-recognized
IP address.
http://help.more.net
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Non-MOREnet-recognized IP address:
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MOREnet’s KnowledgeBase
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KnowledgeBase Tabs
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Other Ways To Help
Create Personalized How-To’s 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
©2008