Transcript 2.02 Troubleshooting

I NFORMATION S UPPORT
AND S ERVICES
2.02 U NDERSTAND BASIC TROUBLESHOOTING
OF HARDWARE AND SOFTWARE .
TROUBLESHOOTING CATEGORIES
Troubleshooting falls into two categories:
Hardware
Software
HARDWARE TROUBLESHOOTING
Involves troubleshooting of the computer
components such as the motherboard, RAM,
hard drive, etc.
SOFTWARE TROUBLESHOOTING
Involves troubleshooting the operating
system and applications installed on the
computer.
OPERATING SYSTEM
The software which controls the operation of
the computer and its components.
Examples:
Microsoft Windows
RedHat Linux
MacOS X
OS TROUBLESHOOTING
Common problems include:
Device drivers missing or not installed
Windows not updated with the latest updates
and fixes
Viruses/Spyware/Malware installed on the
computer
DEVICE MANAGER
Device Manager
WINDOWS UPDATE
Windows update as it appears in Windows 7
ANTIVIRUS
Sample Antivirus product showing a clean system
HARDWARE TROUBLESHOOTING
Check the electric power.
• Plug a lamp into the same power outlet as
the computer to be sure the outlet is
working.
• Make sure the computer and monitor are
plugged in.
TRY SIMPLE SOLUTIONS FIRST.
Check the cables.
• Make sure that peripheral devices
are plugged in securely.
Restart the computer.
• Many software problems will
correct themselves when you do.
IN SPECIAL CASES…
• Disconnect peripheral devices that are not
essential to the operation of the system,
and then restart the computer.
• Listen for and identify sounds, such as a
cooling fan that has stopped or a hard
drive that is making unexpected noises.
• Run security software to be sure that there
are no hacking issues on the computer.
IN SPECIAL CASES…
Computers tend to crash or hang up when the
hard disk becomes too full.
• Free up space by deleting unnecessary
files, temporary Internet files, and items
in the Recycle Bin.
• Do not delete files that may be part of the
operating system or other necessary
programs.
If these steps do not resolve an issue, call
technical support.
WRAP UP
 This presentation covered basic
troubleshooting.
 Questions?