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Basic Troubleshooting

TechniquesFreedom High SchoolSystems Management

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ObjectivesProvide basic tools and terms used in computer troubleshootingIdentify major internal and external computer components by sightVerbalize basic troubleshooting stepsList at least three resources to enlist in identifying and resolving a problem

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AgendaIntroductionsTroubleshooting BasicsHardwareCommon ProblemsPreventative MaintenanceSummary

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Speaking the Lingo

Being able to distinguish between the “alphabet soup” known as computing acronyms is importantOnline computing terminology sites

http://www.pcwebopedia.comhttp://www.whatis.com

Online acronym sitehttp://www.acronymfinder.com

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Hardware Components

OutputInput

•CPU

•Peripherals

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Troubleshooting BasicsSeven step processEasiest to HardestOutside In

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Seven Steps in TroubleshootingAnalysisProblem replication/identificationAction PlanImplementationTestingDocumentationFollow Up

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What to include in your documentation?

Hardware - workstations, servers, printers, and network devicesSoftware - operating systems and applicationsNetwork diagram - detailing cabling and showing the location of all hardware devices

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Physical Diagram Sample

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Cabling

Parallel Cable

Serial Cable

USB Cable PS 2 Mouse/Keyboard

Audio Jack Video Cable Network Cable Modem Cable

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Boot SequencePower On

CPU Wakes up

CPU gets POST order from BIOS

POST

Check Battery

Check BIOS Check internal Devices(HD,RAM, Ports, Mouse,Keyboard, etc.)

If ok, then find and load OS

OS loads, takes over and loads device drivers, etc. and then the desktop

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Common ProblemsCablesKeyboards and miceDisk DrivesOverheatingPower problemsElectromagnetic Interference (EMI)Electrostatic Discharge (ESD)Windows errorsDevice driversSpyware/Viruses

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CablesLooseBent PinsFailuresOut of PortsOrganization

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Bad Mouse

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Keyboard doesn't respond properly

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CD-ROM/Floppy Drive Issues

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OverheatingBlocked ventsDust Cooling fansPower supplyRoom temperaturePeripheral overload

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Power ProblemsBlack Out- Complete power failureBrown Out- Power “sags” below acceptable levels causing computer to rebootSurges or “Spikes”- Sudden surge of power (i.e. lightning strikes)

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Electromagnetic InterferenceCaused by high power sources like motors, high power lines, etc.Interfere with communication in some types of cablingCauses computer screens to “wobble” or pulse

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Electrostatic DischargeStatic clingEnvironmental causesPrevention

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Error Messages

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Computer displays a disk error or non-system disk message?

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Device DriversProvide the programs that helps the computer to “talk” to a peripheralCommon point of failureCan be difficult to fixCheck the manufacturer’s websites for notification of upgrades

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VirusesDifficult to fixEasy to preventImportant to understand and be aware ofCommon typesThe best defense

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SpywareScourge of the internetPlaced on your machine without knowledge or (usually) permission

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Preventative MaintenanceCleaningHard driveUpdates

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CleaningMouseKeyboardBoxMonitorPrinterOthers

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Hard Drive- Defragmentation

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Hard Drive- Scandisk

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Hard Drive- File MaintenanceDisk cleanupArchivingBackups

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Recommended ToolsCompressed airAlcohol or screen swabsSmall flashlightWire ties

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Final Thoughts

Think simple firstOutside inGather resourcesDocumentBe patient

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Resourceshttp://www.tomshardware.comhttp://www.more.nethttp://www.microsoft.comhttp://www.gateway.comhttp://www.dell.comhttp://www.cisco.com