Problem Solving Techniques - Computer Troubleshooting PDF

AKAKI POLYTECNIC COLLEGE DEPARTMENT OF ICT Hardware and Network Servicing Level-II  UNIT ONE: IDENTIFY PROBLEMS 1.1 Identifying Hardware, software, user or procedural problem Overview of Problems Problem - is any challenge that hinders us from attaining our objectives; Routine problems...

AKAKI POLYTECNIC COLLEGE DEPARTMENT OF ICT Hardware and Network Servicing Level-II  UNIT ONE: IDENTIFY PROBLEMS 1.1 Identifying Hardware, software, user or procedural problem Overview of Problems Problem - is any challenge that hinders us from attaining our objectives; Routine problems – are computer problems that happen intermittently again and again and we are familiar with. -Routine problems are easy to solve ▪ A problem sometimes can be as simple as restarting your computer to solve but sometimes it may take many steps and processes, it may need to break into small and manageable formats (divide and conquer rule) so that we can solve easily. ▪ Identifying problem is the first step in problem solving that is why it is said that ―Identified problem is equal to solved problem‖ ▪ In order to identify computer related problems, we need to categorize problem areas as follows: ▪ Hardware related problems ▪ Software related problems ▪ User or Procedure related problems 1.1.2 Hardware problems ▪ The power supply, ▪ The motherboard, ▪ The memory chips, ▪ The CPU, ▪ The CPU sink, ▪ The various cards and ▪ Parts that make up the actual physical presence of the computer may crush or problem of incompatibility. 1.1.3 Software related problems ▪ Problems with Windows 7 usually arise when some process or event has corrupted or deleted settings or files that Windows depends upon to run smoothly. ▪ The method that Windows uses to track what is installed and removed is through the Windows registry. This registry file is quite often the source of Windows problems. ▪ You might see errors about.dll files missing ▪ cab files being overwritten ▪ you might see that Windows just won‘t start or ▪ it will start, but then crash with the ―blue screen of death Application software related problems ▪ Application issues are the main cause of most computer problems. There are so many different software programs, all written in different code; all trying to talk to each other and work together without having conflicts. ▪ The best way to avoid these types of problems is to: Keep track of what you install on your computer. Watch how your computer behaves after you install a new program. ▪ If your computer begins to slow down or act strangely, you can troubleshoot the issue by uninstalling that program and seeing if the problem is resolved. The best way to view computer troubleshooting. Know your computer, and keep track of anything new you do with it. ▪ Then when a problem shows up, ask yourself, "Since the last time my computer was working fine, what changes were made?" In this way, you can quickly narrow down the possible causes to the most likely culprit. 1.1.4 User related problems or procedural problems ▪ The most commonly used methods to identify problems in dealing computer problem troubleshooting are collecting information from user/customer and computer itself. ▪ Collecting Information A well-defined problem really is half the solution. Something magical happens when you write down precisely what is wrong. I.Interview The followings are some of the questions one need to mention during the interview. I. What has been changed recently? II. Has anyone added a new program recently? III. Which programs are affected? IV. Which programs are working still properly? V. Which components are dead, which components still work? VI. Has any hardware changed?' If so reverse engines, revert to how it was and check if that cures the problem. Pattern recognition is a vital troubleshooting skill. II. Looking at computer symptoms – there are many helpful error codes beep sounds, symptoms shown by our computer which help us to determine what the problem is, how to troubleshoot etc. ▪ Error codes displayed on screen, shown in device manager, event viewer etc. ▪ Listen beep sound codes III. Using your sense organs Smelling to identify for burnt components if any visual inspection - Looking Light emitting diodes (LED) for NIC, HDD, CD- ROM, etc. burnt components also can be identified by visual inspection, swollen parts releasing fluid like capacitors etc. Watch the user while he/she is performing or using computer, so that we can identify procedural or user related problems. In all cases where you are trying to troubleshoot a problem, you need to use a logical step-by-step approach and go from simple to complex. For example, two questions that you would always ask in this situation are: A. When did the problem begin? B. Has any new hardware or software been added between the times that the problem appeared and when the system was last working correctly? ▪ Here is a list of reasons why a computer might hang each time a specific software application is run. It could indicate: ✓A corrupted file, ✓An incorrect installation, ✓Hard disk failure, ✓A virus, ✓A new application causing conflict, ✓New hardware causing conflict, ✓New device drivers causing a conflict with older software 1.2 Defining and determining Problems 1.2.1 General computer problem troubleshooting guide Here‘s a general troubleshooting guide that you can use when a computer develops a fault. 1. Don‘t fear. 2. Observe: ✓What are the symptoms? ✓What conditions existed at the time of failure? ✓What actions were in progress? ✓What program was running? ✓What was displayed on the screen? ✓Was there an error message? ✓What functions are still working?  …cont’d 3. Use your senses (sight, hearing, smell and touch). 4. Check power supply: 5. Documentation (fill in a pre-designed check list): ✓What is the computer doing? ✓What is the computer not doing? ✓What is being displayed on the screen? ✓Is there any error message? ✓What is still operating with everything connected? ✓Is power still operating on each part of a computer? 6. Assume one problem: Use correct data and resources 7. Use proper test equipment. 8. Isolate units one-by-one 9. Consult your index of symptoms: Using your logbook, help desk database, or any relevant flow charts in reference books and manuals.  …Cont’d 10. Localise to a stage. 11. Isolate to the failed part. 12. Test and verify proper operation. After diagnosing and rectifying the fault, you need to document it in the log book or help desk database for future reference. 1.3 Identifying and documenting condition of Hardware, software, user and problem ▪ Preventive maintenance ✓Is a regular and systematic inspection, cleaning, and replacement of worn parts, materials, and systems. ✓Helps to prevent failure of parts, materials, and systems by ensuring that they are in good working order. ✓Reduces the probability of hardware or software problems ▪ Troubleshooting is a systematic approach to locating the cause of a fault in a computer system. A good preventive maintenance program helps minimize failures. Hardware ▪ Check the condition of cables, components, and peripherals. Clean components to reduce the likelihood of overheating. ▪ Repair or replace any components that show signs of damage or excessive wear. ▪ Use the following tasks as a guide to create a hardware maintenance Remove dust from fan intakes. Remove dust from the power supply. Remove dust from components inside the computer. Clean the mouse and keyboard. Check and secure loose cables. Software Verify that installed software is current. Use the tasks listed as a guide to create a software maintenance schedule that fits the needs of your computer equipment: ✓Review security updates. ✓Review software updates. ✓Review driver updates. ✓Update virus definition files. ✓Scan for viruses and spyware. ✓Remove unwanted programs ✓Scan hard drives for errors. ✓Defragment hard drives. Here is a list of some of the important information to gather from the customer: 1.3.2 Documenting Problems ▪ Document the information obtained from the customer in the work order and in the repair book. ▪ Write down anything that you think might be important for you or another technician. ▪ After you have determined the exact cause of the problem, establish a plan of action to resolve the problem and implement the solution. When researching possible solutions for a problem, use the following sources of information: Your own problem-solving experience Other technicians Internet search Newsgroups Manufacturer FAQs Computer manuals Device manuals Online forums Technical website Document Findings, Actions, and Outcomes Finish the troubleshooting process by closing with the customer. Communicate the problem and the solution to the customer verbally and in writing. If possible, demonstrate how your solution has solved the problem. Be sure to complete the documentation, which should include the following information: Description of the problem Steps to resolve the problem Components used in the repair SELF CHECK QUASTIONS Unit Two: Determine fundamental / root causes of the problem 2. Identifying possible causes 2.1 Determining the fundamental causes of the problems The most frequently used method of identifying causes of computer problems are still gathering additional information. You may achieve it by: Getting input from other people who notice the problem and who are affected by it. Collect input from other individuals one at a time Use diagnostic tools Write down what your opinions and what you've heard from others.  Seek advice from a peer or your supervisor in order to verify your impression of the problem. Write down a description of the cause of the problem and in terms of what is happening, where, when, how, with whom and why. Search Microsoft Knowledgebase databases for common computer problem causes Search Internet Potential causes of damage to computer hardware and software Temperature variations -Solder joints can be broken. Contacts undergo accelerated corrosion. Power cycling - Same as for temperature variation Static electricity -Some static-sensitivity problems are caused by improper grounding of computer power. Power line noise-The wire size and length will affect the resistance of a power circuit. Radio frequency interference - White spots and lines appear on the screen Phosphor burn on a monitor -Reduces the life of monitor (cathode ray tube) 2.2 Developing possible cause statement Problem solving -is the act of defining a problem; determining the cause of the problem; identifying, prioritizing, and selecting alternatives for a solution; and implementing a solution. The Six Step Problem Solving Model 1. Define the Problem -Once the group has a clear understanding of what the problem is, they investigate the wider symptoms to discover the implications of the problem. 2. Determine the Root Cause(s) of the Problem Once all the symptoms are found and the problem diagnosed and an initial definition agreed, the PS group begins to explore what has caused the problem. In this step the problem-solving team will use tools such as: ▪ Fishbone diagrams ▪ Pareto analysis ▪ Affinity diagrams Step Three: Develop Alternative Solutions Creative problem solving is about creating a variety of solutions, not just one. Often the most obvious answer is not the most effective solution to the problem. At this stage it is not about finding one solution, but eliminating the options that will prove less effective at dealing with both the symptoms and the root cause. Step Four: Select a Solution In the fourth step, groups evaluate all the selected, potential solutions, and narrow it down to one. This step applies two key questions. 1. Which solution is most feasible? 2. Which solution is favored by those who will implement and use it?  …cont’d ▪ Feasibility is ascertained by deciding if a solution: ▪ Can be implemented within an acceptable timeframe? ▪ Is cost effective, reliable and realistic? ▪ Will make resource usage more effective? ▪ Can adapt to conditions as they evolve and change? Step Five: Implement the Solution Step Six: Evaluate the Outcome The project implementation now needs to be monitored by the group to ensure their recommendations are followed. Monitoring includes checking: ✓Milestones are met ✓Costs are contained ✓Necessary work is completed The Six Step method is a simple and reliable way to solve a problem. 2.3 Identifying fundamental causes and conducting investigation ▪ Troubleshooting is the process of figuring out how to solve a computer problem. ▪ Even with the most updated software and hardware, occasionally computers can malfunction. ▪ In order to solve a problem, you must figure out which part of the system is malfunctioning. You will need to check each component of the computer, unless it is obvious where the problem is coming from. ▪ Isolating the problem will help you solve the problem quickly. ▪ Backing up your important computer files to another source will ensure that if your problem cannot be corrected, you will still have a safe copy of your information. ▪ Below we describe some of the most commonly encountered technology Problems. ✓The printer is not working. ✓The computer is frozen. A program is not responding. ✓The keyboard is not working.  …Cont’d ✓New hardware or software is working incorrectly. ✓The mouse is not working. ✓The computer is slow. ✓The browser‘s homepage suddenly changed 2.3.1 Common Solutions for common problems Problem: The printer is not working. ✓Check if the printer is turned on. If not, turn it on and try again. ✓Check if the printer has paper. If not, put paper in the paper tray and try printing again. ✓Check if the printer has a paper jam. If so, remove the paper, close the printer, and try printing again. ✓Ensure that all printer cables are properly connected. ✓Turn off the printer and turn on again. Problem: The computer is frozen. A program is not responding. ▪ Use the Task Manager to end the program not responding. ▪ Perform a hard reboot by simply pressing the on/off button to turn off the computer manually ▪ Once the computer is responding again, run a virus check Problem: The keyboard is not working ▪ Make sure the keyboard is connected to the computer. If not, connect it to the computer. ▪ If you are using a wireless keyboard, try changing the batteries. ▪ If one of the keys on your keyboard gets stuck, turn the computer off and clean with a damp cloth. ▪ Use the mouse to restart the computer. Problem: New hardware or software is working incorrectly. ▪ Verify your computer meets the requirements of the program or utility. ▪ Uninstall and install the program. ▪ There could be a conflict with another installed program and you should contact your system administrator Problem: The computer is slow. ▪ Restart your computer. ▪ Verify that there is at least 200-500 MB of free hard drive space. ▪ Empty your recycle ▪ Remove temporary files from the Internet. ▪ Perform a disk cleanup. ▪ Run disk defrag. Defragmentation(Defrag) the process of rearranging the data on a storage medium, such as a hard disk drive (HDD), for efficient storage and access. …Cont’d ▪ Remove unused shortcuts from Windows startup ▪ Disable unused program services ▪ Run a virus scan to remove potential viruses that can slow down your computer. Problem: The browser‘s homepage suddenly changed. ▪ Try re-setting the home page to the default: ▪ Run a virus scan.