BASIC TROUBLESHOOTING TECHNIQUES

OBJECTIVES
1. Basic tools and terms used in computer troubleshooting
2. Major internal and external computer components by sight
3. Basic troubleshooting steps
4. Three major components of network troubleshooting

SEVEN STEPS IN TROUBLESHOOTING

Analysis
Problem replication/identification
Action Plan
Implementation
Testing
Documentation
Follow Up

Step 1: Analysis Ask Questions

Has the machine moved lately?

Program changes (updates)?
Environmental factors?
When was the last time the
computer worked correctly?
Were you on the computer or was it
just sitting?

Step 4: Implementation

Implement at your office/classroom

Back up data first
Patience is key
Document as you go

Step 5: Testing
Step 2: Problem
Replication/Identification

Most time consuming step

Try to repeat the problem
Capture error messages
Start your documentation

Step 3: Action Plans

Can it be fixed?
Do you need parts?
Do you need a technician?
Is it under warranty?
Upgrade? Patches or drivers?
Continue your documentation

Normal process
Bring peripherals back one at a time
Bring network components back one
at a time
Document your progress
Briefly explain

Step 6: Documentation

Extremely Valuable
Often overlooked
Notebooks/journals
Spreadsheet/database
Indicate problems/resolutions

Step 7: Follow Up

Check on the user/computer

Continually test to ensure operation
Build trust relationships
Fix and teach

COMMON PROBLEMS OF COMPUTER:

Can't start your computer?
1. Examine the cables, connectors, and power cords to make sure they're plugged in
securely. Often times a loose cable or connector (power, network, keyboard, mouse,
speaker, monitor cable, etc.) is the cause of the problem.
2. If you're using a power strip or a surge protector, make sure it's on and that it works.
Remember that a surge protector may not be working because it is designed to selfdestruct. When an electric jolt is too much, your surge protector takes the hit saving
your more expensive hardware from the voltage.
3. Try plugging something else directly into the electrical outlet to make sure there isn't a
power problem.
4. Check to see if your monitor is on. Sounds silly, but it has solved my own problem more
than once.

My computer freezes

Try restarting your computer. Many basic problems can be resolved easily and quickly this
way.

Press the Ctrl & Alt & Del keys on your keyboard together at the same time. This should
bring up a menu that will allow you to run Task Manager. In Task Manager, switch to the
Applications tab. Highlight any programs with the status 'Not Responding' and choose End
Task. You may be asked to confirm if you want to end the unresponsive program, so choose
Yes. Do this for all programs that are not responding.

If all else fails and you cannot shutdown/restart your computer, then hold down the power
button on the machine until it forcibly turns off. Wait a few seconds and then turn it back
on again.

Nothing appears on the monitor

Make sure both the computer and monitor are on.

Make sure the monitor is securely plugged into the computer.

Make sure the power cable is firmly plugged into the monitor.

Some computers have multiple display ports, so make sure you have plugged the monitor
into the correct one. Try each one in turn, switching the monitor off then on in between
moves.

Most monitors have a status window displayed when you turn it on. Check if you can see
this status window when you press the power button on the monitor. You can also try this
with the menu button on the monitor, which should bring up an options menu on the
screen. This shows the screen is working ok, so it may be an issue with the video cable from
the monitor or the machine itself.

Check the brightness & contrast levels of the monitor via the menu button, to make sure it
has not been set too dark.

Move the mouse and press any key on the keyboard to make sure the screensaver hasn't
activated or that the computer hasn't gone into standby/hibernation mode.

Keyboard/Mouse does not work

Make sure the keyboard/mouse is firmly plugged into the back of the computer.

Try unplugging one or both, and then reinserting it into the back of the computer.

Try plugging your USB keyboard/mouse into a different USB socket.

Replace the keyboard/mouse with one that you know works.

If you cannot see any lights on your keyboard when you press the Caps Lock or Num Lock
key, it may be a dead keyboard.

Make sure there is no dirt or fluff clogging up either the optical laser or roller ball on the
underside of your mouse. It may require a clean.

If you are using a wireless keyboard/mouse, try pressing the reset button on the device or
replace the batteries.

Power Comes but no Display

1. Remove the RAM card from the mother board and clean it with rubber eraser and re-plug it and
try.
2. Replace a RAM card and try.
3. If its having both separate and On board VGA, pull the separate VGA card and try with Onboards VGA out.
4. If its having a separate VGA card, Remove the VGA card from the mother board and clean it
with rubber eraser and re-plug and try.
5. If it has only separate VGA card replace the VGA card and try.
6. Reset the BIOS and try.
7. If still not Display, disconnect all the peripherals and wire harnesses except, Processor, RAM
card (VGA card, if available) and power supply, and then try to switch on from mother boards
front panel connector. (If computer has separate VGA card and on-board VGA as well, proceed
with onboard VGA until isolate the defective part).
8. If still no display, remove the mother board with processor, RAM card and VGA card from
Casing and lay it on antistatic surface and plug a power supply and try.
9. Replace the processor and try.
10. Replace the Power supply and try.
11. Still its not display means faulty mother board.

Computer is restarting or getting off, automatically.

1. First before replacing anything checks the all Cooling FANs are working properly.
2. Re-plug all the Connecters tiredly and Clean all the contacts of RAM, VGA and Other Add-On
cards with rubber eraser.
3. Disconnect the HDD and switch on the PC and let it run. If it runs for considerable time, most
probably power supply is OK.
4. Then re-Attach the HDD and Run a scan disk for HDD and check.
5. Run a third party RAM test.
6. Disconnect USB cables or any other Add-On card and test.
7. If its having a separate VGA card On-board VGA card, try on On-board VGA card. Otherwise
replace the VGA card and Try.
8. Disable any Power saving feature or Screen server on the OS and try.
9. Update the Latest BIOS version for Mother Board.
10. If still happens you have to replace RAM, VGA card, Processor, HDD, HDD interface cables
ultimately power supply. Replace one at a time and check.
11. After replacing a peripheral, here is some test run I always do for detect these types of errors.
Create a note pad Document and write this syntax ( Dir /s pres Enter a.bat) save it on the

desktop and exit while re-naming this file as a.bat (.TXT extension should be .BAT) then double
click on that icon and it will run. Right click again and again on this icon. Then it will run number
of sessions. 50 sessions is enough. In this way you can make the busy on PC and test whether
Problem is Solve or not.

Group Activity. (5 each group). (1 whole)

1. In every group each member will contribute 1 common problem in a
computer, follow the steps in troubleshooting, a total of 5 problems in
a group (do not include the problem stated above).

2. Discuss the given problem in a computer and follow the steps in

troubleshooting a computer.
Cant get on to the network or the Internet?
Computer is Slow
If your printer does not work
Windows locks up while working
Missing or lost sound in Windows