Computer Troubleshooting Guide PDF

**Trial and error** -- If you suspect a faulty component, you may install or swap this to another known functional component to see whether the problem is the component or not. **Verify hardware settings** -- View the hardware settings and its configuration in the BIOS and if it is correct. **Reco...

**Trial and error** -- If you suspect a faulty component, you may install or swap this to another known functional component to see whether the problem is the component or not. **Verify hardware settings** -- View the hardware settings and its configuration in the BIOS and if it is correct. **Record it** -- Document your troubleshooting, take notes of the errors, symptoms and solutions. 1. **Check Cables** -- In case a device failure like black out screen, erratic keyboard, mouse and/or printer, it is wise to check its data and power cable first. Make sure that they are properly and securely connected and functioning. 2. **Check computer specification** -- Before attempting to boot a system that is exhibiting problems, you should make sure that the computer meets the system requirements for running the operating system involved and that the components are all compatible. 3. **Detect change** -- Determine what changed before the problem occurred. 1. **Power-on-self-test (POST)** -- A series of built in-in diagnostic performed by the BIOS when the computer is first started. It checks all the basic components including the CPU, Ram, system clock, keyboard etc. It is often the best indicator of system problems, and the results are often displayed as code on the screen and/or sounded as beep codes. a. **Beep codes** -- An audible signal and usually combination of beeps that are sounded by BIOS upon startup when a computer error is encountered. Numerous beep codes patterns depend on the manufacturer of BIOS. [Types of Beep Codes per Manufacturer] -------------------------------------------------- 1. **Award BIOS Beep Codes** Manufactured by Award Software International, now owned by Phoenix Technologies. Many popular motherboard ---------- -- -- high/low ---------- -- -- 2. **IBM Beep Codes IBM (International Business Machines)** -- is an American multifunctional technology and consulting corporation. 3. **Phoenix BIOS Beep Codes --** Manufactured by Phoenix Technologies. It was the first company to successfully mass produce the BIOS for the PC that greatly helped the PC industry. It uses sequence of beeps to indicate problem. The "-" between each number on the chart below indicates a pause between each beep. 4. **AMI BIOS Beep Codes** -- Manufactured by American MegaTrends, Inc. AMI is also known worldwide for its best-in-class BIOS. b. **Error Message (On Screen)** If the computer can access the video card encountering an error, BIOS will display an error message on-screen. The error messages can be text error messages and/or numeric codes. c. **General Error Messages** -- Here are the most common error messages and their meaning that can help you in diagnosing computer problems. For other error messages, consult your motherboard manual. 2. [ Software testing tools] ------------------------------------- d. **Windows Memory Diagnosis** -- Built-in memory diagnostic tool that can check your memory for defects like third party MemTest86 Applications. e. **Resource Monitor** -- It shows the comprehensive details about your computer\'s resource usage. f. **Disk Defragmenter** -- It enhances the performance of your computer by defragmenting your hard disk. g. **Chkdsk (Check Disk)** -- It is a Windows built-in application that can help solve some computer problems and enhances by making sure that the HDD is free from defects. h. **Task Manager** -- It displays the current running processes program and services. It is used to monitor performance/ close a program that is not responding. i. **Dxdiag - DirectX diagnosis** -- If you are having a hard time to launch or make a movie or game to play properly, then this tool can help you. 3. Other third-party tools ----------------------- - MemTest86 - PC Tools - BurnInTest - Glary Utilities 1. **Define the problem** -- The first phase is the most important. You only need a pen, and paper good listening skills. Your customer is the best source of information. Ask some questions to help you identify the problem and list the incidents that might have caused the problem. If one question leads to another question, determine if the question is important. If so, ask follow ups. 2. **Isolate the problem** -- There is no detailed correct approach or procedure to follow. There is no substitute for experience. Remove any unrelated problems and start from the simplest to the more complex ones. The objective is to narrow down your search to one or two general categories or types of error. Look for error messages and have a collection handy of the most common error messages. They often will isolate the problem for you. 3. **Conduct the repair** -- After you have isolated the problem and determine the possible source of problem on a few categories, the process of elimination begins. Steps: a. **Make a diagnostic plan** -- A diagnostic plan is a simple checklist of what needs to be done based on symptoms and that also includes the tools, materials, and equipment necessary for diagnostic. b. **Follow plan from beginning to end** -- Once you have the plan, it is important to follow it completely. Unsystematically trying things can result in a more serious problem. c. **Repair or replace** -- After pinpointing the source of the d. **Confirm the results** -- Make sure that the problem has been fixed. You should ask the user to test the computer and confirm if the customer's specific specification has been met. Make sure the fix did not create other problems. If through the course of your troubleshooting you have found or created another problems, make sure that you have also fixed them. e. **Document the result** -- Record and document the problem and the detail of the repair. Keeping a record of the repair will become useful when you encounter the same problem again. [There are two types of electricity:] ------------------------------------------------- 1. **Alternating Current (AC)** -- AC oscillates and goes back and forth. House current in the Philippines is 220 VAC and oscillates 60 times in one second (60hertz). A rectifier converts AC to DC. 2. **Direct Current (DC)** -- DC travels in only one direction and is the type of current that electronic devices require, like phones, television. [Electric Components according to] [Resistance] ----------------------------------------------------------------------- a. **Conductors (low resistance)** -- Are composed of electrons that can flow or pass through easily. b. **Insulators (high resistance)** -- Are electrons that cannot flow freely or with great difficulty. c. **Semiconductors** -- Have the capacity of both the conductors and insulators. They vary according to the circuit condition. Examples include silicon and germanium. [Types of Circuits] ------------------------------- 1. **Simple Circuit** -- Is a circuit with a load like a bulb or any device that consumes electricity, a source of power like battery and two pieces of wire to serve as conductor or path of electricity. 2. **Short Circuit** -- Is a type of circuit in which the electricity has found an alternative path to return to the source without passing through the load. 3. **Open Circuit** -- A circuit where the path has been interrupted or \"opened\" at some point so that current will not flow. An open circuit is also called an incomplete circuit. An open circuit could be intentional or un- intentional. 4. **Closed Circuit** -- Is a type of circuit that has a closed path for current to flow. Problems with: -------------- 1. Power supply 2. Processor 3. Memory 4. Hard disk 5. Video card A. **Power Supply** -- Make sure the voltage setting on the back of the power supply (if there is any) is set correctly for your location. B. **Processor** -- Compatibility issue (no boot) Check the CPU and the motherboard manufacturer's specification to make sure that the new processor is compatible with your board. If it is compatible, try removing and reinstalling it to make sure that it is installed correctly. C. **Overheats (shuts down)** -- If the processor overheats, the system will not boot, or the overheating causes the computer to shut down shortly after booting. D. **Memory** -- Various memory issues can cause no boot situations. [Steps in Replacing the Memory] ------------------------------------------- 1. Unplug all the peripheral devices. 2. Remove the power source. 3. Open the computer case and ground yourself. 4. Remove existing memory on the memory module. 5. Install memory card. 6. Close the computer case. 7. Plug all the peripheral devices and power source. E. **Hard Disk Drive** -- "Operating system not found, missing operating system, and setup did not find any hard drives installed on your computer" are error messages, that may occur one or more of the ff. 8. Power supply ------------ Solutions: ---------- 1. Verify that the power supply has the capacity to power all the devices used in your computer 2. If the power supply or the AC outlet has an on and off switch, make sure that it is turned on. 3. Connect the power supply to the matching power connector on the board. 4. Replace with a known good power supply. 5. Make sure the voltage setting on the back of the power supply (if there is any) is set correctly for your location. Problem with processor ---------------------- Solution: --------- 6. Check the CPU and the motherboard manufacturer's specification to make sure that new processor is compatible with your board. If it is compatible, try removing and reinstalling it to make sure that it is installed correctly. Solution: --------- 1. If the processor overheats, the system will not boot, or the overheating causes the computer to shut down shortly after booting. Check for the following: 2. The fans on the processor are properly running 3. Thermal paste is applied to the processor sufficiently 4. All fans are running properly such as the power supply fan and casing fans. 5. Replace with a good known processor. 10. Problem with memory Various memory issues can cause no boot situations: ----------------------------------------------------------------------- 7. Check the memory module and the motherboard manufacturer's specification to make sure that the new memory is compatible with your board. If it is compativle, try removing and reinstalling it to make sure it is seated correctly. 8. If you are using multiple memory modules, try to isolate a specific memory modules as defective and boot the computer with just one memory module installed at a time. 9. Replace with a known good memory. 5. **Problem** with HDD "Operating system not found, missing operating system, and setup did not find any hard drives installed on your computer" are error messages, that may occur one or more if the following conditions are true: 6. The BIOS does not detect hard disk Possible Solutions: ------------------- 1. Verify the BIOS settings. Verify the computer's BIOS settings to make Problem with Video Card ----------------------- A. Out of scan range 1. Verify that the display is connected. 2. Restart the system in safe mode and select a supported resolution and refresh rate. B. Text is too large or too small ------------------------------ C. **Text is scrambled or appears distorted** 3. Install the most recent stable driver for your computer. D. No video and other severe video problems ---------------------------------------- A. **If you upgraded the processor** -- Check the processor manufacturer's specification to make sure the new processor is compatible with your board. B. **If you added or changed memory modules** -- Make sure the new memory modules are compatible with your motherboard by checking its manufacturer's specification. C. **If you installed a new add-in card in a PCI or PCI express slot** -- Check power requirement, some PCI express graphics D. **If you added a new drive (hard drive, CD-ROM, DVD)** -- Make sure all drive cables are properly connected. Make sure the correct power cable is connected to the new drive. Make sure other devices and cables inside the chassis were not disturbed or loosened when you added the new drive. E. **If you installed new software or new device drivers** -- Try booting into Safe Mode and uninstall the new software or driver. F. **Computer Does not Boot after Changing BIOS Settings** -- If you are still able to enter the BIOS setup, reset the BIOS to the factory defaults. You can also clear the CMOS by using the motherboard jumper. If you cannot enter the BIOS setup during boot, clear the CMOS by removing the battery. The following are its steps: [Steps in Removing the CMOS Battery] ------------------------------------------------ 1. Turn off all peripheral devices connected to the computer. 2. Disconnect the power cord from the AC power source. 3. Remove the computer cover. 4. Find the battery on the board. 5. Note the orientation of the + and -- on the battery, and with a medium flat-blade screwdriver, gently pry the battery free from its connector. 6. Wait one hour, then replace the battery. 7. Replace the computer cover. 8. Plug the computer and all devices back in. G. **No Sound** -- Make sure that the speaker is plugged into a working power source, e.g. USB or power outlet, and is tuned on. Make sure your speakers are correctly connected to the computer jack. Make sure the speaker volume is not turned down too low or muted. Make sure that your computer has a sound card and is working properly. H. **Network Connection Problem** -- Means that a computer cannot connect to a network. Troubleshooting connection problems can be challenging because there are so many possible causes. I. **Erratic or malfunctioning keyboard, mouse, printer, camera, and other peripheral devices** -- Reattach the device securely, test different USB ports for USB devices, and ensure correct driver settings and configurations are verified. J. **Blue Screen of Death (BSOD)** -- A fatal system error where the screen turns blue, but it is actually a system crash; and it appears when the operating system reaches a condition where it can no longer operate safely. It is caused by: - Virus and malware - Damage or altered video card - Other software/hardware problems Possible solutions: ------------------- - Boot your PC with the Last Known Good Configuration option. - Reinstall graphic card driver. - If you have just recently made changes to the computer's configuration, then you may just use the System Restore. - Use the startup option lets you start Windows in advanced troubleshooting mode like safe mode. PERIPHERAL COMPONENT ==================== ACCELERATED GRAPHICS PORT (AGP) =============================== INDUSTRY STANDARD ARCHITECTURE ============================== UNIVERSAL SERIAL BUS (USB) -- A =============================== PERSONAL SYSTEM/2 (PS/2) -- PS/2 ================================ BROUTERS (BRIDGE AND ROUTER) -- =============================== NETWORK INTERFACE CARDS (NICS) -- ================================= WIRELESS ACCESS POINTS (WAPS) -- ================================