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 ©2008 Agenda 1. Introductions 2. Troubleshooting Basics 3. Hardware 4. Common Problems 5. Preventative Maintenance 6. Summary ©2008 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? ©2008 Hospitality Issues Facilities Restrooms Smoking Food and drink Comfort Agenda ©2008 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 ©2008 Hardware Components •Peripherals • Output •CPU • Input ©2008 Troubleshooting Basics 1. Seven step process 2. Easiest to Hardest 3. Outside In ©2008 Seven Steps in Troubleshooting • Analysis • Problem replication/identification • Action Plan • Implementation • Testing • Documentation • Follow Up ©2008 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? ©2008 Step 2: Problem Replication/Identification Most time consuming step Try to repeat the problem Capture error messages Start your documentation ©2008 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 ©2008 Step 4: Implementation Implement at your office/classroom Back up data first Patience is key Document as you go ©2008 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 ©2008 Step 6: Documentation Extremely Valuable Often overlooked Notebooks/journals Spreadsheet/database Indicate problems/resolutions ©2008 Step 7: Follow Up Check on the user/computer Continually test to ensure operation Build trust relationships Fix and teach ©2008 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 ©2008 Physical Diagram Sample ©2008 Cabling Parallel Cable Serial Cable USB Cable PS 2 Mouse/Keyboard Audio Jack Video Cable Network Cable Modem Cable ©2008 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 ©2008 Common Problems Electromagnetic Interference (EMI) Electrostatic Discharge (ESD) Cables Power problems Keyboards and mice Windows errors Disk Drives Device drivers Overheating Spyware/Viruses ©2008 Cables Loose Bent Pins Failures Out of Ports Organization ©2008 Bad Mouse Check your connection May have to reboot Mouse ball/Optical Try another mouse ©2008 Keyboard doesn't respond properly Keyboard/Mouse connection Connect another keyboard Easily replaced ©2008 CD-ROM/Floppy Drive Issues Check your disk Bad connections internally/externally Debris Ejecting flash drives ©2008 Overheating Blocked vents Dust Cooling fans Power supply Room temperature Peripheral overload ©2008 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) ©2008 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 ©2008 Electrostatic Discharge Static cling Environmental causes Prevention ©2008 Error Messages Microsoft KnowledgeBase Google MOREnet’s KnowledgeBase ©2008 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 ©2008 Viruses Difficult to fix Easy to prevent Important to understand and be aware of Common types The best defense ©2008 Spyware Scourge of the internet Placed on your machine without knowledge or (usually) permission ©2008 Preventative Maintenance Cleaning Hard drive Updates ©2008 Cleaning Mouse Keyboard Box Monitor Printer Others ©2008 Hard Drive- Defragmentation ©2008 Hard Drive- Scandisk/Disk Cleanup Disk Cleanup Scandisk ©2008 Hard Drive- File Maintenance Disk cleanup Archiving Backups ©2008 Recommended Tools Compressed air Alcohol or screen swabs Small flashlight Wire ties Extra parts on hand (cables, keyboards, mice, etc.) ©2008 MOREnet’s 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 ©2008 MOREnet’s KnowledgeBase MOREnet recognized IP address: Non-MOREnet-recognized IP address: ©2008 MOREnet’s KnowledgeBase ©2008 KnowledgeBase Tabs ©2008 Other Ways To Help Create Personalized How-To’s for your staff Podcasts Simulations Use Web 2.0 Technology Wiki Blog ©2008 Final Thoughts • Think simple first • Outside in • Gather resources • Document • Be patient ©2008 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 ©2008 MOREnet Training Courses/Registration/Costs www.more.net/training Contact Phone: (800) 509-6673 or (573) 884-7200 E-mail: training@more.net ©2008