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Identifying Potential Solutions to Problems

• IT professionals are regularly expected to troubleshoot technology problems.

Troubleshooting an Unresponsive PC

• Begin by checking the cable connections at both the computer and the outlet.
• Verify the wall outlet is functional by plugging in another device; if using a surge protector, test a different outlet.
• Power the system off, wait 30 seconds, then attempt to restart.
• If the monitor is affecting system function, disconnect the power cord from both the monitor and the wall, then reconnect; also, disconnect and reconnect the cable linking the computer to the monitor before rebooting.
• Check for any beeping sounds as this can tell the technical help where the issue resides.
• Examine the indicator lights above the power button on tower computers, and report any lit numbers to the Help Desk.
• Report all findings to the Help Desk.

Troubleshooting a Black Monitor Screen

• Verify if they computer is turned on by checking for a light on the CPU.
• Determine whether the monitor is receiving power.
• Ensure all plugs are securely connected and the power strip is switched on.
• Confirm the monitor is receiving a signal from the computer.
• Make sure the brightness setting is not set too low.
• See if the computer is in Power Save or Sleep mode.
• Check that all peripherals are properly plugged in.

Troubleshooting a Screen That Is Too Bright or Too Dark

• Check the brightness and contrast settings, ensuring they are not at their maximum or minimum.
• Ensure the specified voltage is applied.
• Verify that the computer system's signal timing is within the monitor's specifications.
• Pay special attention to the horizontal frequency.

Troubleshooting a Shaking Screen

• Remove any objects emitting magnetic fields, like motors or transformers, from the vicinity of the monitor.
• Verify that the specified voltage is applied.
• Check that the signal timing of the computer system aligns with the monitor's specifications.

Troubleshooting a Printer That Is Not Printing

• Ensure the printer is receiving power by looking for lights or a display on the front panel.
• Check that the power cord is securely connected to both the wall or power strip and the printer itself.
• If the printer still lacks power, try plugging it into a different outlet on the power strip or a different wall outlet.
• Check if a Windows test page can be printed.
• Verify that the printer has paper and isn't experiencing a paper jam.
• Make sure the computer is sending a signal to the printer.
• Check if the printer is offline or paused.
• Verify that the print queue doesn't have multiple jobs

Troubleshooting Streaks on Printed Pages

• If it a LaserJet printer then attempt changing the toner.
• If the new toner cartridge doesn't solve that issue, put the old cartridge back in the printer, and store the new one in its original packaging for potential later use.

Troubleshooting a CD That Won't Read

• Ensure that the label side of the CD is facing up when inserted.
• Test the CD in another computer's CD-ROM drive.
• Look for scratches or dirt on the CD.
• Verify whether the CD is a burned CD-R or CD-RW.

Keyboard Troubleshooting

• If the indicator light comes on after plugging in it may need replacing.
• If the keyboard gives off a constant beeping noise when booting up and it doesn't respond, check that the plug is securely connected.
• Determine if there is a stuck key.
• Try unplugging and re-plugging the keyboard in.

Mouse Troubleshooting

• Reboot if the mouse is acting erratic and it should correct the issue or see if there is insufficient memory.
• If the mouse only moves vertically or horizontally, then clean the mouse.
• Shut down the machine and unplug the mouse from the computer and open under side and remove ball to remove any dust etc but in a rubber ball do not clean it with alcohol.

Network Troubleshooting

• The computer is not working in the network.
• This could be because programs require network drives to run or operate properly.

Video/Screen Troubleshooting

• A system for troubleshooting the video, screen or monitor is a process.
• Check the power is on and the cord is in correctly.
• Check for a signal and also that it is plugged in correctly.
• Check brightness.
• If the desktop icons are too IMMENSE or too undersized it is due to the Display Settings. The standard video setting for most College software is 800x600.
• Symptom 3: The Screen goes black if not used for a few minutes because the power saver or energy saver features may be turned on, to correct this problem, turn off the feature. Go to the Start button (lower left-hand corner of the screen). Go to Settings. Go to Control Panel.

Startup Troubleshooting

• If the computer is making noise or attempting to start up, but there is no video or no display on the monitor then there may be something wrong with the startup.
• Symptom 1: No power lights on the monitor and/or computer then check the power cords.
• Restart and follow the diagram, contacting help desk if necessary.

Hard Drive Troubleshooting

• The symptom is that the cursor is stuck on the hourglass.
• Diagnosis by opening Task Manager and simultaneously press [Ctrl] [Alt] [Delete]. A list of Programs showing what's currently running and "Not Responding" instead of "Running" will show. Select this task and click the End Task button.
• Resetting a computer that is already turned on then Press [Ctrl] [Alt] [Delete] once to open the Task Manager then press [Ctrl] [Alt] [Delete] again to restart the computer.

Recommendation About Possible Solutions

• Look at your problems in different ways in order to find a new perspective.
• It's useful to do brainstorming, or rapid noting of alternatives no matter how silly, which is an excellent discovery process. Once listed or alternatives are listed, be open to their possibilities.
• Weigh/Rank Alternatives so after listing possible alternatives, evaluate them without prejudice.

Selecting the Best Alternative

• Do not consider alternative as "perfect" and consider your intuition, or inner feelings when deciding on a course of action.
• Can is there is something hasn't been taken into consideration. Compromise through considering compromise, ensures full grasp of the problem to produce hybrid solutions.

Elements of a Plan

• Step-by-step process
• Communications strategy in alerting stakeholders
• Identifying and allocating resources
• Timeline for implementation

Monitoring/Evaluating progress

• Implementation is best when evaluated in terms of is effects on resources, stakeholders, the timeline, and the overall progress
• It is also important to consider what you have learned from your experience and what you consider important.

Documenting and Submitting Recommended Solutions

• Success greatly depends on accurately documenting a fault and its symptoms.
• Businesses vary in size, complexity and IT infrastructure meaning documentation requirements may vary.
• Good quality documentation is good practice and a must-have.
• ITIL (Information Technology Infrastructure Library) is a set of best practices standards for Information Technology service management.
• Provides standards (and actual templates) for maintaining documentation.
• Once everything is fully functional, documenting the process is important including findings, actions, and outcomes.
• Documentation provides a history of equipment and users so that problem issues are known.

Types of Communication Media

• Physical media relies on both speaking and being seen for the audience to feel connected.
• Mechanical media relies on methods such as emails, social media, and print.

Physical Media

• This is where the person who is talking can be seen and heard by the audience so as able to not only hear the messages but also to see the body language and feel the climate in the room.
• This does not need to be two-way channels because in certain situations, the receiver expects physical communication.
• This is especially the case when dealing with high concern messages, e.g. organizational change or downsizing.
• If a message is important to the receiver, they expect to hear it live from their manager. Such as large meetings like town hall meetings, Department meetings such as weekly meetings, up close and personal exclusive meetings and video conferences.

Large Meetings

• They have got great symbolic value and should be used only at special occasions.
• They are excellent when presenting a new vision or strategy, inform about reorganization or share new values.
• The opportunity for dialogue is limited.

Weekly Departmental Meetings

• They communicate daily operative issues, gives status reports and solves problems.
• They are used to follow up on information from large meetings and management team meetings
• Up close and personal meetings which are what happens when a senior manager meets with a small selection of employees to discuss and answer questions. Useful for launching campaigns and implementing new strategies.

Viral Communication

• It refers to a communication phenomenon in which number of information shares grow exponentially like how viruses spread in population.
• It can be word-of-mouth delivered or enhanced by social media.

Mechanical Media

• It refers to written or electronic channels that can be used as archives for messages or for giving the big picture and a deeper knowledge.
• Examples of Mechanical Media
  • E-mail
  • Weekly letters or newsletters
  • Personal letters
  • Billboards
  • Intranet
  • Magazines or papers
  • SMS
  • Social media

Emails

• Good for daily communication to specific target groups.
• It's best for up-to-date and simple messages where there is no risk of misunderstanding
• Tips include
  • Right short and straight to the point.
  • Target your messages to the audience and avoid sending unnecessary emails to all employees.
  • Set up your subject line to describe what the e-mail is about.
  • Clearly state if the message is for information or for action.

Weekly Letters

• They're intended for those who have large groups of employees and who have difficulties in meeting all of them.
• They're often used to publish a personally weekly letters.
• Personal letters are meant so short summary of news with personally reflections
• Personal letters are used at special occasions and it can be justified to send a personal letter to employees in order to get attention to a specific issue.

Billboard

• One of the most forgotten types of communication medium.
• Use billboards to inform people who do not have computers and/or access to the intranet or to reach people that work part time and does not attend weekly meetings, using
  • News summary
  • Weekly letters
  • Minutes from meetings
  • Schedules
  • Holiday lists

Intranet

• One of the most used types of communication method
• It uses a website that company uses to deliver updates and information to its workforce such as communicating across an organization, and managing workflows
  • SMS can be use for texting to a new mobile telephone, with a proved effective communication medium
  • The advantage with SMS is that it is fast.
  • Some companies use it as an alert system
• SMS should be used rarely as an exclusive channel.

Pull and Push Channels

• SMS is a new method for text messaging to alert mobile phones
• push channels are more reliable then pull chanels