Computer Programming (Java) – Grade 12
Quarter 1 – Module 8: Basic Software Troubleshooting
First Edition, 2020
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Computer
Programming
QUARTER 1
+
MODULE
8
Basic Software
Troubleshooting
Introductory Message
For the Facilitator:
Welcome to the Computer Programming (Java) 12 Self-Learning Module on
Basic Software Troubleshooting Skills!
This Self-Learning Module was collaboratively designed, developed and
reviewed by educators from the Schools Division Office of Pasig City headed by its
Officer-in-Charge Schools Division Superintendent, Ma. Evalou Concepcion A.
Agustin, in partnership with the City Government of Pasig through its mayor,
Honorable Victor Ma. Regis N. Sotto. The writers utilized the standards set by the K
to 12 Curriculum using the Most Essential Learning Competencies (MELC) in
developing this instructional resource.
This learning material hopes to engage the learners in guided and independent
learning activities at their own pace and time. Further, this also aims to help learners
acquire the needed 21st century skills especially the 5 Cs, namely: Communication,
Collaboration, Creativity, Critical Thinking, and Character while taking into
consideration their needs and circumstances.
In addition to the material in the main text, you will also see this box in the
body of the module:
Notes to the Teacher
This contains helpful tips or strategies that
will help you in guiding the learners.
As a facilitator you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing them to
manage their own learning. Moreover, you are expected to encourage and assist the
learners as they do the tasks included in the module.
For the Learner:
Welcome to the Computer Programming (Java) 12 Self-Learning Module on
Basic Software Troubleshooting Skills!
This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time. You
will be enabled to process the contents of the learning material while being an active
learner.
This module has the following parts and corresponding icons:
Expectations - This points to the set of knowledge and skills
that you will learn after completing the module.
Pretest - This measures your prior knowledge about the lesson
at hand.
Recap - This part of the module provides a review of concepts
and skills that you already know about a previous lesson.
Lesson - This section discusses the topic in the module.
Activities - This is a set of activities that you need to perform.
Wrap-Up - This section summarizes the concepts and
application of the lesson.
Valuing - This part integrates a desirable moral value in the
lesson.
Posttest - This measure how much you have learned from the
entire module.
EXPECTATIONS
After completing this lesson, you should be able to:
1. understand the concept of Troubleshooting
2. apply the concept in accordance with standard operating procedures, and
3. recognize the application of Software Troubleshooting in the workplace.
PRETEST
DIRECTION: Write the acronym for the following.
1. RAM - _________________________________________________________________________
__________________________________________________________________________________
2. OS - ___________________________________________________________________________
__________________________________________________________________________________
3. CMOS - _______________________________________________________________________
__________________________________________________________________________________
4. BIOS - ________________________________________________________________________
__________________________________________________________________________________
5. VIRUS - _______________________________________________________________________
__________________________________________________________________________________
RECAP
DIRECTION: Write F if the statement is TRUE, and T if the statement is FALSE.
_____1. If your Wi-Fi is working fine but your PC keeps disconnecting from it, then
your PC’s network card may not be receiving full power. Windows has a built-in
power saver option that gives less power to the network card. You need to disable
this feature.
_____2. A heating PC slows down the whole system and leads to frequent crashes.
_____3. If your PC is not powering on at all – not even a single light in it, then it must
be a problem with the power source.
_____4. PC components cannot get damaged due to constant exposure to heat.
_____5. Hardware troubleshooting is the process of reviewing, diagnosing and
identifying operational or technical problems within a hardware device or equipment.
It aims to resolve physical and/or logical problems and issues within a computing
hardware.
LESSON
Basic Software Troubleshooting
Software troubleshooting is the process of scanning, identifying, diagnosing
and resolving problems, errors and bugs in software. It is a systematic process that
aims to filter out and resolve problems, and restore the software to normal operation.
The software troubleshooting process starts with identifying the problem, checking
on possible issues that can cause such problems and then working on measures and
alternatives to find a solution.
Software Troubleshooting Techniques
1. Free up RAM by closing other open programs. - Every piece of software uses
Random Access Memory (RAM). The more software that's running on your computer,
the more RAM it uses. This can be especially problematic if you're using older
machines that don't have a lot of RAM. So, if a software program refuses to load or
is running slowly, the first thing to do is to close all other open applications.
If you want to find out which open applications might be hogging your RAM, both
Windows and Macintosh operating systems (OS) have tools that display this
information:
•
In Windows, hit Ctrl+Alt+Delete, then choose the Start Task Manager option.
From the window that appears, click the Processes tab, then click the Memory
menu item. This sorts all open processes based on the amount of RAM they're
using. You can shut down a runaway process by clicking the End Process
button. Before you do that, you may want to do a bit of research on the process
to ensure that you don't accidentally stop a critical process or program.
•
In Mac OS X, use the Activity Monitor (called the Process Viewer in older
versions of OS X). Access the Activity Monitor by going to Applications >
Utilities. Once you've called up the Activity Monitor, sort programs based on
RAM usage by clicking the column labeled "Real Memory."
2. Restart the software. - Software problems can stem from a conflict with other
programs or simply from difficulties the software encountered when starting up.
Shutting the program down and restarting it can sometimes resolve these issues.
3. Shut down and restart your computer. - If restarting the problematic program
doesn't resolve the issue, try rebooting your computer. Once the computer has fully
restarted, re-launch the application in question and see if the problem has been
resolved.
4. Use the Internet to find help. - No matter what software problems you encounter,
chances are it's happened to someone else. So, there's a good chance you can find
help on the Internet. Here are a few places to get started:
•
Search for answers: In your search engine query, include the software
program name and version, the problem you encountered, and the
circumstances under which the problem occurred. If you received a specific
error message, enter the exact error message text, along with the name of the
application.
•
Check the vendor's website: Most software vendors provide some form of
product help, such as answers to frequently asked questions, product
documentation, or user discussion forums.
5. Undo any recent hardware or software changes. - Changes to software and
hardware can sometimes cause software problems, such as:
•
Conflicts with other software: Newly installed software may conflict with
other software. For example, Symantec Norton Antivirus can conflict with
competing antivirus products. So, if you recently installed another antivirus
program and Norton Antivirus no longer works correctly, uninstalling the
other antivirus product could solve your problem.
•
Changes to computer settings: Undo any recent changes to your computer's
settings, and try launching the software again. For example, the Windows
Control Panel includes an option to "Set Program Access and Defaults," which
allows you to disable access to certain applications. If you accidentally disable
access to a program here, the program may not run.
•
Conflicts with new or improperly configured hardware, such as scanners
and printers. If you've recently connected new hardware to one of your
computers, try disconnecting the hardware and see if that corrects the
software issue.
6. Uninstall the software, then reinstall it. - Sometimes, software problems occur
because critical application files have been removed, updated, or deleted. For
example, many Windows applications use Dynamic Link Library (DLL) files to
perform basic tasks. Often, several applications will use the same DLL file. If you've
recently removed one program from your computer, it's possible you removed DLL
files that another program relied on. Similarly, adding a program could add or update
DLL files. Applications that were dependent on those DLL files may become unstable
or stop working entirely.
To ensure that all the necessary files are intact, you can completely uninstall the
problematic software, then reinstall it. Even if you remove a program using its builtin uninstall wizard (if it includes one), it's still a good idea to check your hard drive's
Program Files folder — usually located on the C drive — for any remnants of the
program, and delete any files or folders you find. Before reinstalling, check to see if
there's a new version of the program available. The vendor or developer might have
introduced bug fixes that address the issue you're having.
7. Look for software patches. - Software vendors may also fix bugs by issuing
patches — small software updates that address known problems. Even if you're using
the most current version of the software, there may be a more recent patch available
for that version.
8. Scan for viruses and malware. - Viruses, spyware, and other forms of malicious
software (or "malware") can cause software to freeze, crash, or quit working entirely.
If tips 1 through 8 haven't helped solve your software problem, you may also want to
scan the computer using both antivirus and anti-malware tools to find and remove
viruses and malware. Use the most thorough scan mode available, and remember to
restart your machine if the antivirus or anti-malware programs found any threats.
9. Check for a firewall conflict. - Some organizations may choose to install personal
firewall software on each computer, rather than a centralized hardware or softwarebased firewall. Personal firewalls can be an important line of defense against hackers
and other security threats, but they can also cause software conflicts.
Firewalls frequently display messages asking whether it should allow a program to
run or block it. Therefore, it's possible to accidentally tell the personal firewall to
block a program from running. Check the firewall's settings to see if the problematic
software was added to the firewall's list of programs to block. If so, change the
firewall's settings to allow the software to run, then check to see if you're still having
issues with your software.
10. Boot up in Safe Mode. - Some software malfunctions can be caused by OS
settings or other system problems. Windows and Mac operating systems both offer a
troubleshooting environment known as Safe Mode. Safe Mode disables non-critical
applications and processes, which theoretically makes it easier to isolate problems.
Most Windows computers allow you to enter Safe Mode by pressing the F8 key as
your computer is booting up. On a Mac, enter Safe Mode by pressing the Shift key
while your computer boots up (or immediately after it boots up). Once your computer
is in Safe Mode, launch the problematic software and try to replicate the problem
you had while your computer was in normal mode. If you don't have the same
problem in safe mode, there's a good chance that the issue was caused by your OS
or another program, not by the application you are troubleshooting.
11. Defragment your hard drive. - As a final troubleshooting step, you might
defragment your computer's hard drive. Defragmenting rearranges your hard drive's
file structure so that the system runs more efficiently. Defragmenting will probably
be most useful if you're experiencing overall sluggishness on your computer, because
defragmenting is meant to make your entire system run faster. Note that
defragmenting a hard drive applies primarily to Windows-based computers. Most
recent Windows editions — including XP, Vista, and Windows 7 — include a built-in
disk-defragmentation tool. To launch it, go to Start > All Programs > Accessories >
System Tools > Disk Defragmenter. Be aware that defragmenting a hard drive can be
time-consuming, so make sure to perform this task when you will be away from your
computer for a few hours.
ACTIVITIES
DIRECTION: Below are samples of scenario that you may encounter when your PC
has a software problem. On the table, provide a diagnosis/analysis of the problem
and provide a possible solution/s.
Criteria
Completeness
Analysis
4
The student
completes the
activity.
Explain
evidently
possible
solution
according to
diagnosis
provided.
Scenario
1. Software does not run.
2. Viruses prevents your
computer to run
programs.
3. OS doesn’t load
4. Critical application
files have been removed,
updated, or deleted
5. Newly installed
software conflicts with
other software.
3
The student
has 1
incomplete
answer.
Explain
possible
solution
according to
diagnosis
provided.
2
The student
has 2-3
incomplete
answer.
Possible
solution is not
suited for the
scenario
Diagnosis/Analysis
1
The student
has 4 or more
incomplete
answer.
No solution
provided.
Possible Solution/s
WRAP-UP
Whenever you have a problem with your computer, don't panic! There are
many basic troubleshooting techniques you can use to fix issues like this. There are
many different things that could cause a problem with your computer. No matter
what's causing the issue, troubleshooting will always be a process of trial and error—
in some cases, you may need to use several different approaches before you can find
a solution; other problems may be easy to fix. We recommend starting by using the
following tips.
✓ Write down your steps: Once you start troubleshooting, you may want
to write down each step you take. This way, you'll be able to remember exactly
what you've done and can avoid repeating the same mistakes. If you end up
asking other people for help, it will be much easier if they know exactl y what
you've tried already.
✓ Take notes about error messages: If your computer gives you an error
message, be sure to write down as much information as possible. You may be
able to use this information later to find out if other people are having the
same error.
✓ Always check the cables: If you're having trouble with a specific piece of
computer hardware, such as your monitor or keyboard, an easy first step is
to check all related cables to make sure they're properly connected.
✓ Restart the computer: When all else fails, restarting the computer is a good
thing to try. This can solve a lot of basic issues you may experience with your
computer.
Software Troubleshooting Techniques
1. Free up _________ by closing other open programs
2. Restart the ______________.
3. Shut down and restart your ___________.
4. Use the Internet to find help.
5. Undo any recent hardware or software changes.
6. Uninstall the software, then ____________ it.
7. Look for software patches
8. Scan for ___________ and malware.
9. Check for a firewall conflict.
10. Boot up in Safe Mode.
11. Defragment your hard drive.
VALUING
DIRECTION: Read and answer the question carefully in two to three sentences.
1. Based on what you have learned about this lesson, what is the most important
thing to do when you encounter software problems with your computer??
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
POST-TEST
DIRECTIONS: Read the statements carefully, and choose the correct answer/s by
writing the letter/s before the number.
_________1. You notice that one of the users keeps shutting his computer down by
pressing the power button, instead of using the shutdown process of the operating
system. You inform the user that this is not a good practice because? (choose 2)
a. Over time it could cause component failure
b. Power surges to components could cause damage
c. It takes time for the power supply to recharge
d. It could damage the monitor
_________2. What is the most likely cause of a Windows Error (Blue Screen of
Death) on a typical home computer?
a. Bad computer memory (RAM) causes most Windows errors
b. Damage to the operating system (Windows) from a computer virus causes
most Windows errors.
c. Bugs in Microsoft Windows cause most Windows errors.
d. Bugs in non-Microsoft products cause most Windows errors
_________3. What is usually the easiest way to fix an application which won't start
anymore?
a. Run virus scanner to fix the application because you probably have a virus.
b. Reboot your computer to fix the application because it’s probably a
system error.
c. Uninstall and reinstall the application to reset the application completely.
d. Run Windows Registry repair software to fix the application because it’s
probably a registry error.
______4. If you get strange errors on your computer and don't have a virus, what
should you check next?
a. Check your firewall in case a hacker is trying to break into your computer.
b. Check your BIOS in case you don’t have Plug and Play enabled.
c. Check your computer memory (RAM) in case it’s starting to fail.
d. Check your Windows Updates for any patches you need to install.
______5. If your computer is running slow, what default Windows program will help
you find which program is using all of your processing power (CPU) or memory?
a. You can use Task Manager to find the offending program
b. You can use the Control Panel to find the offending program.
c. You can use Scandisk to find the offending program
d. You can use the Device Manager to find the offending program
______6. If it takes a long time to open files, how can you usually speed up Windows
without buying anything?
a. You can increase the speed Windows opens files on a magnetic hard drive
by defragmenting the drive with Windows Defrag.
b. Rebooting Windows will make files open more quickly
c. Running Windows Scandisk or CheckDisk to check your disk drive for
errors will speed up opening files.
d. Turning off your firewall will speed up opening files
______7. Which of the following error messages might you receive when there is a
problem with ram? (Choose all that apply).
a. Memory address error
b. Memory test fails
c. CMOS error
d. Memory parity error
______8. Which of the following could be used to fix a Windows start up problem?
(Choose all that apply).
a. Use last know good configuration
b. Use safe mode
c. Use CMOS to change settings to default
d. Use a bootable disk from an earlier version of you operating system
______9. Which of the following could help you fix intermittent pc problems?
(Choose all that apply).
a. Use system restore
b. Perform a clean boot
c. Use checksum utility
d. Use undo recent changes option
______10. Which of the following could cause a computer to run slow? Choose all
that apply.
a. Malfunction in the hardware
b. Corrupt programs running
c. Viruses
d. Too much memory added
References
Websites:
Eleven Tips for Troubleshooting Software, Accessed July 17, 2020, 01:02:55 PM,
https://www.techsoup.org/support/articles-and-how-tos/eleven-tips-fortroubleshooting-software
Basic Software Troubleshooting, Accessed July 17, 2020, 01:25:15 PM,
https://www.computerhope.com/issues/chsoft.htm
Common Computer Issues (and How to Fix Them), Accessed July 17, 2020,
01:38:20 PM, https://www.rednightconsulting.com/6-common-computer-issuesfix/
Software Troubleshooting, Accessed July 17, 2020, 02:03:21 PM,
https://www.techopedia.com/definition/30019/software-troubleshooting