Chapter Three: Hardware and Network Troubleshooting PDF

AKAKI POLYTECNIC COLLEGE DEPARTMENT OF ICT Hardware and Network Servicing Level-II Unit Three: Recommend solutions to problem 3.Identifying potential solution to problem ▪ As IT professionals, we are regularly expected to troubleshoot all kinds of technology problems as they arise du...

AKAKI POLYTECNIC COLLEGE DEPARTMENT OF ICT Hardware and Network Servicing Level-II Unit Three: Recommend solutions to problem 3.Identifying potential solution to problem ▪ As IT professionals, we are regularly expected to troubleshoot all kinds of technology problems as they arise during the day-to-day operations of our jobs. 3.1.1. An Unresponsive PC ▪ First check the cable. Unplug it from the computer and the outlet. Re- plug in both sides and try booting it again. ▪ Check the wall outlet. Plug something else into the outlet and see if it works. If you have a surge protector, try a different outlet. ▪ Turn the system off and wait 30 seconds and then try again. ▪ Sometimes the monitor has something to do with the system acting up. Unplug the power cord from the monitor and the wall and re-plug it. Unplug the cable from the computer to the monitor and re-plug it into the monitor. Try rebooting.  …Cont’d ▪ Listen to identify a beeping series if there is one to report it to the technical help. ▪ If you have a tower computer you should see indicator lights just above the power button on the PC, if you see any numbers lit up report this to the Help Desk. ▪ Turn in all comments to the Help Desk. 3.1.2. Monitor Troubleshooting Symptom 1: The monitor screen is black ▪ Diagnosis Check to see if the computer turned on. Is the computer turned on? There is a light on the CPU. ▪ Check to see if the monitor getting power. If no lights appear on the front of the monitor at all, it is not getting any power from the power source. Check to see if ALL plugs are secure. ▪ Power strip to the wall socket. Check to see if the Power Strip turned on …Cont’d ▪ Check to see if the monitor getting a signal from the computer ▪ Check to see if the brightness has been turned entirely down ▪ Check to see if the computer in Power Save or Sleep mode. ▪ Check to see if all peripherals plugged in. 3.1.3. The screen is too bright or too dark Diagnosis ▪ Check if the Brightness or contrast control is at the appropriate position, not at the maximum or minimum. ▪ Check if the specified voltage is applied ▪ Check if the signal timing of the computer system is within the specification of the monitor. ▪ Especially, check the horizontal frequency. 3.1.4. The screen is shaking Diagnosis ▪ Move all objects that emit a magnetic field, such as a motor or transformer, away from the monitor. ▪ Check if the specified voltage is applied. ▪ Check if the signal timing of the computer system is within the specification of the monitor 3.1.5. Printer Troubleshooting Symptom 1: The Printer is not printing Diagnosis Check to see if the printer getting power ▪ If there are no lights or no display on the front of the printer, the printer is not getting electricity or power. ▪ Check to make sure the power cord is plugged in both to the wall or power strip and to the back of the printer. ▪ If the printer is still not getting power, plug the power cord into a different outlet on the power strip. If this does not work, try plugging the printer into a different wall outlet. …Cont’d Check to see if you can print a Windows test page Check to see if there is paper in printer. Is there a paper jam? Check to see if the computer getting a signal from the printer. Check to see if Printer offline or Paused. Check to see if their multiple jobs in the Print queue. 3.1.6. The printer is printing streaks on the page ▪ The printer in spite of everything is not printing? ▪ If the printer is a LaserJet, try changing the toner cartridge. If the new toner cartridge does not improve the streaking problem, return old cartridge to the printer and place the new toner cartridge back in its original packaging for later use. 3.1.7. CD Troubleshooting Symptom: The computer won't read the CD Diagnosis Check to see if the label side of the CD is faced up Check to see if the CD be read from the CD Rom drive of another computer. Check to see if the CD scratched or dirty Check to see if the CD is a CD-R or CD-RW that was burned 3.1.8. Keyboard Troubleshooting Symptom: ▪ Keyboard doesn't respond and gives off a constant beeping noise when booting up Diagnosis Check the plug to make sure it's connected securely. ▪ Check to see if there a key stuck. ▪ Try unplugging it and re-plugging it again. If there is no response, check the indicator light on the keyboard. 3.1.9. Mouse Troubleshooting Symptom 1: The mouse is acting erratic Diagnosis Reboot the computer and see if that corrects the problem. If not check to see if there is insufficient memory. Symptom 2: The mouse will only move one way, either vertically or horizontally Diagnosis ▪ Clean the mouse ▪ Shut down your machine and unplug your mouse from the computer. Open the underside of the mouse and remove the ball. If the ball is a rubber ball, do not clean it with alcohol. 3.1.10. Networking Troubleshooting Symptom: My PC is not working on the Network Diagnosis Programs that require network drives to run or operate properly: 3.1.11. Video/Screen Troubleshooting Symptom 1: The Monitor is Black Diagnosis Symptom 2: The desktop Icons are too IMMENSE or too undersized Diagnosis Usually this 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 Diagnosis The power saver or energy saver features may be turned on. To correct this problem, you can turn off the feature. Symptom 3: The Screen goes black if not used for a few minutes Diagnosis The power saver or energy saver features may be turned on. To correct this problem, you can turn off the feature. Left mouse-click on the Start button (lower left-hand corner of the screen). Go to Settings. Go to Control Panel. 3.1.12. Sound Troubleshooting Symptom 1: The computer has no sound Diagnosis Fig. 1.2 Sound Troubleshooting Diagram 3.1.13. Startup Troubleshooting If your computer is making noise or attempting to start up, but there is no video or no display on the monitor. Symptom 1: No power lights on the monitor/computer 3.1.14. Hard Drive Troubleshooting Symptom 1: The cursor is stuck on the hourglass Diagnosis Open Task Manager Simultaneously press [Ctrl] [Alt] [Delete]. You will see a list of all tasks (programs) currently running. You may notice one program has "Not Responding" instead of "Running" listed next to it. Select this task and click the End Task button. Resetting a computer that is already turned on: Press [Ctrl] [Alt] [Delete] once to open the Task Manager. Press [Ctrl] [Alt] [Delete] again to restart the computer. 3.2 Recommendation about possible solutions 3.2.1 Developing/Ranking alternatives ▪ Look at your problems in different ways; find a new perspective that you haven't thought of before. ▪ Brainstorming, or rapid noting of alternatives no matter how silly, is an excellent discovery process. Once you have listed or mapped alternatives, be open to their possibilities. Weigh/Rank Alternatives ▪ After listing possible alternatives, evaluate them without prejudice, no matter how appealing or distasteful.Consider all criteria While a suitable solution may solve the problem, it may not work if resources aren't available, if people won't accept it, or if it causes new problems Select the best alternative ▪ Don't consider any alternative as "perfect solution." ▪ Consider your intuition, or inner feelings in deciding on a course of action Return to your trusted outsider: Is there something you missed? Compromise ▪ Consider compromise when you have a full grasp of the problem, and your alternatives. Competing solutions may yield a hybrid solution. 3.3 Planning Implementation and evaluation of solutions 3.3.1. Develop a plan for implementation Elements: ▪ Step-by-step process or actions for solving the problem. ▪ Communications strategy for notifying stakeholders. Where important or necessary, inform those who care for you and/or will be affected by the change. Prepare them as necessary about your decision ▪ Resource identification/allocation ▪ Timeline for implementation 3.3.2 Monitoring/Evaluating progress ▪ Your implementation will only be successful if you are evaluating your solution, the effects of it on resources and stakeholders, your timeline, and your progress ▪ Whether or not you achieved your goals, it is important to consider what you have learned from your experience: about yourself, about what you consider important. 3.4 Documenting and submitting recommended solutions 3.4.1 Documenting system problems and symptoms ▪ Your success as a fault-finding technician greatly depends on your ability to accurately document a fault and its symptoms. Documentation standards ▪ Businesses tend to be very diverse in size, complexity and IT infrastructure; hence, their documentation requirements may vary. One thing is important though, good quality documentation is good practice and a must-have. cont’d ▪ ITIL(Information Technology Infrastructure Library) is a set of best practices standards for Information Technology service management. They too provide standards (and actual templates) for maintaining documentation. 3.4.2 Document the process ▪ Once everything is fully functional, documenting the process becomes important. ▪ This is where you document findings, actions, and outcomes. When the problem occurs again, there will be information available to walk someone through the means of troubleshooting and resolving the issue. ▪ Documentation provides a history of equipment and users so that problem issues are known. 4. Communication Media 4.1 Types of communication medium i. Physical media ii. Mechanical media Physical media ▪ With physical media we mean channels where the person who is talking can be seen and heard by the audience. ▪ The whole point here is to be 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. In certain situations, the receiver expects physical communication ▪ This is the case especially 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. ▪ Large meetings, town hall meetings ▪ Department meetings (weekly meetings) ▪ Up close and personal (exclusive meetings) ▪ Video conferences ▪ Viral communication or word of mouth Large meetings ▪ Large meetings have got great symbolic value and should be used only at special occasions. ▪ Large meetings are excellent when you want to present a new vision or strategy, inform about reorganization or share new values. ▪ The opportunity for dialogue is limited at large meeting Weekly departmental meetings ▪ Group communicate daily operative issues, gives status reports and solves problems. ▪ Used to follow up on information from large meetings, management team meetings ▪ Up close and personal- ▪ a form of meetings where, often, a senior manager meets with a ―random‖ selection of employees to discuss and answer questions. ▪ It can also be used in specific projects or campaigns e.g. launching new strategies. Viral communication ▪ The term of viral communication refer to communication phenomenon which the number of information sharing grow exponentially like how viruses spreading in population. ▪ It can be word-of-mouth delivered or enhanced by the network effects of social media. Mechanical media ▪ The second of the two types of communication medium is mechanical media. ▪ With mechanical media we mean written or electronic channels. These channels 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 E-mail ▪ is a good channel for the daily communication to specific target groups. ▪ It is suitable mainly for up-to-date and ―simple‖ messages and where there is no risk of misunderstanding Some short E-mail tips: ✓ Right short and straight to the point. ✓Target your messages to the audience and avoid sending unnecessary all- employees-emails. ✓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- ▪ Managers that have large groups of employees and who has difficulties in meeting all of them often choose to publish a personally weekly letter. ▪ It is sort of a short summary of news with personally reflections. Personal letters ▪ At special occasions it can be justified to send a personal letter to employees in order to get attention to a specific issue. Or it can be a letter with your personal commentary on an ongoing reorganization that affects many employees. Billboard ▪ One of the most forgotten types of communication medium. Especially today, when everything is about social media. ▪ 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 ✓ News summary ✓ Weekly letters ✓ Minutes from meetings ✓ Schedules ✓ Holiday lists Intranet ▪ one of the most used types of communication medium and a very important communication channel. ▪ used to communicate across an organization, and manage workflows. An example is a website that company uses to deliver updates and information to its workforce. Employee magazine ▪ A Magazine offers the opportunity to deepen a specific issue, explain context, describing consequences or tell a story. ▪ It also has the opportunity to reach many employees. SMS ▪ text messaging to the mobile phone is one of the new types of communication medium and not a very widely used channel but where it is used it is proven very effective. ▪ The advantage with SMS is that it is fast. ▪ Some companies use it as an alert system ▪ But it should be used rarely as an exclusive channel. Social Media ▪ Is a ―Media designed to be disseminated through social interaction, created using highly accessible and scalable publishing techniques. ▪ Supports the human need for social interaction, using Internet- and web-based technologies to transform broadcast media monologues (one to many) into social media dialogues (many to many). ▪ It supports the democratization of knowledge and information, transforming people from content consumers into content producers. ▪ More and more companies are using social media in their external marketing, setting up twitter and Facebook accounts etc. Push or Pull Push channels Are channels where the sender is pushing the message to the receiver. Meaning it is up to the sender to control the communication. ✓E-mail ✓Newsletters and letters (if sent out) ✓Magazines (if sent out) ✓Meetings ✓Telephone ✓SMS Pull channels is when the receiver is pulling the message from the sender. It is up to the receiver when he or she wants to take in the message. ✓Intranet ✓Billboards ✓New letters and letters (if not sent out) ✓Magazines (if not sent out) Social media Push channels are often regarded as having higher reliability than pull channels because of SELF CHECK QUASTION! THE END! Thank you