ICONSOLVE TECH LEARNING CENTER
UNIT: TROUBLESHOOTING COMPUTERS & NETWORK
COURSE: PDI
10 HOURS
TOPICS
• Troubleshooting Startup Issues
• Troubleshooting System Hardware & Software Issues
• Troubleshooting Application Software Issues
• Troubleshooting Network Issues
• Troubleshooting Storage Issues
• Troubleshooting Virus Issues
• Troubleshooting File Issues
TROUBLESHOOTING STARTUP ISSUES
• Computers can delay startup due to several reasons:
– Power issues
– Boot media
– Startup files
– System Services
– Device Drivers
– Startup apps
• We use msconfig.exe to troubleshoot most startup issues
• Press Windows + R
• Type msconfig.exe and press enter
POWER ISSUES & BOOT MEDIA
• Socket plugged in
• The device that keep the boot
files is called a ROM
• Socket is on
• Power Cable connected
• Power button
• These boot files come with the
Manufacture system
• If there’s any issue with the boot
file, the system will not start
• Battery is charging
• Using the device while charging
• The device boots after passing
the Basic Input Output System
(BIOS) check
STARTUP FILES & SYSTEM SERVICES
• The startup files are required to
load the Operating System (OS)
• This happens after BIOS check is
passed
• The startup files are in the
operating system
• Remember the OS is in the Hard
Disk Drive of the device.
• Every system needs small pieces
of software to run so that you
can use your device
• Example, on mobile devices, the
network services run as soon as
you turn your phone on so that it
can pick up a network
• Some apps depend on services to
run properly. Example, you can’t
call someone without a network
DEVICE DRIVERS & STARTUP APPS
• We learned in Certificate Level
that device drivers help us to use
the hardware components
attached to your computer.
• So if the sound driver is not
working, you will not hear a
sound or use your microphone
• Every device on your computer
or mobile has a driver
• These are apps that run after the
device has finished booting
• They can cause the computer to
glitch or run slow
• If you need the startup apps,
then you have to give your
computer time to finish loading
before you use it, else, you can
disable all the startup apps
TROUBLESHOOTING SYSTEM HARDWARE & SOFTWARE ISSUES
• What are system software?
• Issues that cause system software to glitch or run slow include:
– RAM Space
– Device Drivers
– Windows Update
– Disk Space
– Screen
– Motherboard
– Keyboard
– Pointing Device (Mouse)
– Central Processing Unit
SYSTEM HARDWARE ISSUES
• The main hardware that cause issues
on a computer to fail are in this order:
a.
b.
c.
d.
e.
f.
g.
The Motherboard
ROM & RAM
Processor
Hard Disk Drive (HDD)
Keyboard
Screen / Monitor
Mouse
When a device boots and you can see
the screen, it means all these are okay
• However, you computer can glitch
or run slow when these devices are
not enough in terms of capacity and
speed.
• How to check HDD for space
• How to check processor for speed
• How to check RAM for Capacity
• How to change screen resolution
SYSTEM SOFTWARE ISSUES
• Windows OS comes in many version
and each version has it’s limitation
and capacity.
• Device drivers are also install on the
Operating System
• Higher devices run higher OS
• Device drivers help the device to
function properly on your computer
• Computers can have issues if the
correct OS is not running on the
device
• You can enable or disable a
hardware device that is causing
issues on your computer
• How to check the operating system
specifications on your computer
• How do we open the device driver?
WINDOWS UPDATE ISSUES
• Almost all operating system for both computers and mobile devices need to update
regularly.
• In the Certificate Level, we learn that regular update of applications and system software
help prevent the system from vulnerabilities (malware and hacking attacks etc.).
• However, these updates can sometimes cause the computer to glitch and in some cases,
the system will not even boot to the desktop, some updates also affect the device drivers.
• We can disable and uninstall an update that is causing startup issues.
• Remember most operating systems are set to update automatically and you can disable it
• Click on Windows, type windows update and click on windows update settings.
TROUBLESHOOTING APPLICATION SOFTWARE ISSUES
• What is an application software?
• When an application software is not running properly and it’s glitching, some common issues are:
– Improper installation
– Does not meet minimum system requirement
– Using too much processor and memory power
– Using too much internet data
How to install and uninstall and application
How to stop an application from running at startup
How to detect which app is using to much processor and memory
How to detect which app is taking too much network
We use task manager to troubleshoot application software. Click on windows and type Task Manager
TROUBLESHOOTING NETWORK ISSUES
• ISP brings internet through
mobile, cable, or satellite.
• The internet is connected to
your router or wireless router
• If you are using a cable, the
internet is connected to a
switch
• An IP address is assigned to
the device to give the device
connectivity.
WHAT NETWORK ISSUES TO DO EXPERIENCE?
• Connectivity issues may either be hardware, software, or configuration:
– Computer cannot connect to the network
• Mostly a hardware issue
– Computer is connected by not browsing
• IP Address issue
– Computer is connected and it’s browsing but it is slow
• Data usage issue
TROUBLESHOOTING NETWORK TECHNIQUES
• Is my network interface card (NIC) working properly?
• Is my NIC configured properly?
• Is my network getting it’s configuration automatically or manually?
• What program or app is using all my network bandwidth
• Is my public IP on black list?
• Using the automatic network troubleshooting tool (For Windows)
• Using ipconfig and ncpa.cpl
CLASS EXERCISE
1. Barrow’s laptop cannot connect to the internet. He can see the available wireless devices,
is the issue hardware, software or misconfiguration?
2. Haddy has noticed that she can access some website but cannot access some websites,
sometimes, her emails do not send and bounce back, what could be the problem?
3. Amina has a new router for home use, but she uses her laptop at work also, at home, she
struggles to connect to the router, at work, everything works fine, how can she fix the issue
4. Sainabou is your assistant at the office, she complains that her internet finishes fast, what
and how should you check to find out why her internet is finishing fast?
5.
Mr. Ceesay is your boss at work, he got a new laptop, the laptop cannot see available WiFi, how
would you help him to figure it out?
6.
One of the partners who visited your company wants to connet his phone, but your network is
using DHCP 192.168.0.100-253 and it’s exhausted. How would you connect him, step by step?
TROUBLESHOOTING STORAGE ISSUES
• There are four main types of storage computers and mobile devices use:
– ROM
• Read Only Memory - used to keep files from the manufacturers of the devices
– RAM
• Random Access Memory - used to hold currently opened files. it’s volatile
– SSD
• Solid State Drive - non volatile, lighter, faster read & write, more expensive
– HDD
• Hard Disk Drive - non volatile, heavier, slow read & write, less expensive
Volatile loses content when there’s no power supply
ISSUES WITH STORAGE DEVICES AND THEIR CAUSES
• Overheating
– Poor ventilation, running heavy applications, improper shutdown
• Slow Read and Write
– running heavy applications, always transferring heavy files, using all your free space
• Crashing
– improper shutdown, improper ejecting of USB drives, not using your SSD for 7 years
• Malware Attack
– Malware mostly corrupt files on your storage device. Always use anti-malware
CONNECTING STORAGE DEVICES
• We learned from certificate level that all storage devices are viewable from This PC
• Connecting USB devices is easy, open This PC and plug in your device
• Most USB storage devices are Plug & Play
• For Android Devices:
– Plug the cable, connect it to your laptop, open your phone and go to settings, you have
to allow your phone to allow the computer to access Media Files
For iPhone Devices: You need to download iTunes on your laptop. iPhone does not allow full
access to the Media Files
HOW TO MANAGE MEMORY & STORAGE DRIVES
• Always keep 10% of disk space available all the time
• Use Disk cleanup to clean this Windows system disk to free up space
• Don’t keep unwanted files in your recycle bin
• Uninstall unused apps on your computer
• Do not place your computer on cloths, always allow ventilation
• Do not open too many applications or tabs in the browser
• Backup your important files to a cloud or Removable disk.
TROUBLESHOOTING VIRUS ISSUES
• Malware are programs that damage files, corrupt files, hide files, & encrypt files
• Malware can come to your device by downloading infected files and programs or putting
infected files in a USB into your computer.
• Antivirus is a program that scans your device and USB drive to identify & remove malware
• The Windows Security Essential is the antivirus that comes with the Windows OS
• SMADAV is not an anti-malware software, it is very useful to scan infected USB drives
• Remember that your antivirus software is ONLY good when you keep it updated always
REMOVING MALWARE FROM YOUR DEVICE
• Scanning your computer hard drive:
– Quick Scan
– Full Scan
• Setting your computer to disable auto play
– When you connect your USB Drive, it should not open automatically. If not, viruses can
start running and spreading on your computer.
– You need to disable auto play and scan your USB before you open it
• If your system has too many viruses, it is advisable to install the Windows OS
TROUBLESHOOTING FILE ISSUES
• Finding Files
– Using the search box
– Using recently opened
– Using the application software
– Checking the recycle bin
– Hiding and unhiding file
• File Properties
– You need to know the file type, file size, application software, location of the file etc. to
help you find issues with your files
TROUBLESHOOTING FILE ISSUES
• Converting Files
– Remember that files must open with the appropriate application software
– If you force a file to open with the wrong software, it will corrupt
– You can convert Word to PDF and PDF to Word
– You can also convert some files by copying the content and pasting it in the application
software you are using
• Organizing Files
– If you don’t organize your files, you will find issues with the files.
– The best practice is the create a folder and name you files properly while saving them in
the correct folders.
FINAL
TEST
QUIZ & PRACTICAL TEST
20 Questions Quiz
40 mins Practical Test