ICT - Inroduction to Computer Hardware and Networking Technology Resources by Asif Mohammad

Author:Asif, Mohammad [Asif, Mohammad]
Language: eng
Format: azw3
Publisher: Mohammad Asif
Published: 2013-09-29T16:00:00+00:00

Trouble Shooting

Basic Aspects of Troubleshooting

Although everyone approaches troubleshooting from a different perspective, a few things should remain constant. Among them is a basic appreciation for data. Any hardware component can be replaced, but data often can’t be. For that reason, it’s important to always perform backups before making any changes.

It’s important to assess every problem systematically and try to isolate the root cause. You always start out with an issue and whittle away at it until you can get down to the point where you can pinpoint the problem—this often means eliminating, or verifying, the obvious. You must establish priorities—one user being unable to print to the printer of her choice isn’t as important as a floor full of accountants unable to run payroll. Prioritize every job and escalate it (or de-escalate it) as you need to.

Last, but perhaps most important, document everything—not just that there was a problem but also the solution you found, the actions you tried, and the outcomes of each.

Basic Diagnostic Procedures

Just as all artists have their own style, all technicians have their own way to troubleshoot. Some people use their instincts; others rely on advice from other people. The most common troubleshooting tips can be condensed into a step-by-step process. You try each step, in order. If the first step doesn’t narrow down the problem, you move on to the next step. In this section, we’ll look at each step in the troubleshooting process.

Step 1: Define the Problem

If you can’t define the problem, you can’t begin to solve it. You can define the problem by asking questions of the user. Here are a few questions to ask the user to aid in determining what the problem is, exactly:

Can you show me the problem? This question is one of the best. It allows the user to show you exactly where and when he experiences the problem.

How often does this happen? This question establishes whether this problem is a one-time occurrence that can be solved with a reboot or whether a specific sequence of events causes the problem to happen. The latter usually indicates a more serious problem that may require software installation or hardware replacement.

Has any new hardware been installed recently? New hardware can mean compatibility problems with existing devices. Some Plug and Play devices install with the same resource settings as an existing device. This can cause both devices to become disabled.

Have any other changes been made to the computer recently? If the answer is yes, ask if the user can remember approximately when the change was made. Then ask her approximately when the problem started. If the two dates seem related, then there’s a good chance that the problem is related to the change. If it’s a new hardware component, check to see that the hardware component was installed correctly.

Step 2: Check the Simple Stuff First

This step is the one that most experienced technicians overlook. Often, computer problems are the result of something simple. Technicians overlook these problems because they’re so simple that the technicians assume they couldn’t be the problem.

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