Troubleshooting.ppt
- 2. Troubleshooting Steps 1. Identify the problem 2. Gather Information 3. Develop & implement a solution 4. If the problem isn't solved, go back to Step 1 and refine your information. 5. Document the problem and the solution.
- 3. Identify the Problem After the user describes the problem, attempt to recreate it yourself. Make note of other factors that exist when the problem occurs.
- 4. Gather Information Did the problem start after the user installed hardware or software? Did the problem appear suddenly or gradually? Attempt to recreate the situation leading to the problem. Use available troubleshooting utilities.
- 5. Develop and Implement a Solution Remove or replace a suspect part. Uninstall offending software. Run Antivirus or Antispyware utility. Verify the problem is solved.
- 6. Troubleshooting Hardware POST Errors BIOS Error Messages OS Load Errors Errors reported by user
- 7. POST Messages Can be audible (Beeps) or visual • Most are related to system memory or cache • Keyboard missing or locked • Video System failure POST Card
- 8. BIOS Messages May be fatal or non-fatal Examples • CMOS battery low or dead • Incorrect CPU speed • Incorrect memory size • No boot device For some errors, easy solution is to reset BIOS to factory defaults.
- 9. OS (Windows) Errors Problems during Windows setup • Graphic video system • Loading Hardware or Drivers • Setting up communications (network) Boot into Safe Mode (F8) • If Safe Mode is successful, Windows core files are OK, problem is in 3rd party hardware or drivers.
- 10. Troubleshooting Windows Entering Safe Mode (F8) • Basic Safe Mode – Only very basic drivers and system files are loaded. • Safe Mode with Networking – NIC drivers and information files are loaded. • Safe Mode with Command Prompt – Windows GUI is not loaded.