Technology troubleshooting
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This document provides guidance on how to become a more effective technology troubleshooter. It recommends that troubleshooters remain calm, explore problems hands-on, know where to find help, and ask questions. Troubleshooting involves hardware, software, and internet issues. Effective strategies include eliminating potential causes, using manuals, recording steps taken, and calling on reinforcements. The document outlines specific tips for troubleshooting each type of issue and provides hypothetical troubleshooting scenarios to demonstrate the techniques.
Technology troubleshooting
- 1. * Keep Calm & Carry On: How to Become A More Effective Technology Troubleshooter Marissa Rose Staff Development Day October 24, 2013
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- 4. *Effective troubleshooters: *Are willing to explore problems hands-on. *Know where to turn for help. *Work together with others to both share and gain knowledge. *Ask non-stop questions.
- 5. *Effective troubleshooting isn’t: * Memorizing every detail of every device and software you come across. * Always having all the answers. * Being born with innate technical ability. * Assuming you can’t do it.
- 6. *Three types of troubleshooting: * Working with hardware * Working with software * Working with the internet
- 7. *Hardware * Hardware are the physical components that make up a machine: * Mouse * Keyboard * Smartphone device
- 8. *Software * Software is a program that enables a computer to perform a specific task. * Microsoft Word * iTunes * Angry Birds
- 9. *Internet * A giant collection of electronically connected networks. Remember these ladies?
- 10. Hello, server? I’d like to go to facebook.com, please. Computer Server Other servers
- 12. Keep a calm head. No, really.
- 13. *Use your senses to gather information: * Take a careful visual inventory of the equipment in front of you. * Feel the computer with your hand. Is it running hot? Is it sticky? * Listen—do you hear any strange noises? No noise at all?
- 14. Start fiddling: Check cables, turn on/off, plug in/unplug.
- 15. Use the process of elimination.
- 16. *Utilize tech reference. * Online searching * Manuals * MPL tech troubleshooting database
- 17. *Call in reinforcements. * Other staff members * eKeeper * Insist on hands-on experience, when possible
- 18. Write it down. Record what you did, and share for future reference http://geeks.munpl.org
- 19. *Troubleshooting software * These tips still apply: * Keep a calm head. * Utilize tech reference. * Call in reinforcements. * Record & share what you did for future reference.
- 20. Review your program’s settings & preferences.
- 21. * * Learn4Life (ed2go) * Webinars * Online support sites (support.microsoft.com)
- 24. Find the “Help” page.
- 25. *Troubleshooting the Internet * These steps still apply: * Keep a calm head. * Utilize tech reference. * Call in reinforcements. * Record & share what you did for future reference. * Check for updates.
- 27. Switch browsers.
- 30. *Look deeper * Could it be a virus? * A system problem? * Internet research * Call in reinforcements
- 31. *Practice time: What would you do?
- 32. *Scenario 1 You are typing up a Word document at your work computer. When you’re all finished, you click “File” and then “Print” in the main menu. After waiting a few minutes, you realize your document still has not printed out of the machine. You look through the settings in your Word document and realize that everything is correct (you’ve selected the correct printer to send it to, you really clicked the “Print” button, etc.). You are also certain that the printer isn’t out of paper.
- 33. *Scenario 2 A patron brings her laptop into the library to use the internet. She approaches you and says that she has been unable to connect to her favorite webpage, and insists that she is always able to connect to it on her internet connection at home.
- 34. *Scenario 3 A co-worker in your department is having trouble completing a work assignment in Adobe Photoshop. He asks you if you have any idea how to help. You have never used Adobe Photoshop before.
- 35. *In conclusion:
- 36. *