The Complete A+ Guideto PC Repair 5/e Update

Chapter 5Logical Trobleshooting

Chapter 5Logical Trobleshooting

Chapter Objectives

• After completing this chapter you will be able to:• Perform basic procedures used when troubleshooting

a PC• Describe how the POST error codes help when

troubleshooting a computer• Describe the importance of good communication

when dealing with the computer user

Troubleshooting Overview

Solving a problem is easier with logical reasoning and by taking logical steps. 4

3 Separate problem into logical areas

Repair or test another theory

Identify the problem1

2 Establish a theory

Test the solution5

6 Provide feedback to the user

Identify the Problem

Many problems relate to the users

• Have the user demonstrate or recreate the problem.

• Ask the user if anything has been changed. Do not be threatening; otherwise, the user might not be forthright and honest.

• Verify obvious things like power or speakers muted.

• Do not assume that there is not a problem if it cannot be re-created. Problems can be intermittent.

• BACK UP DATA, if possible, before making changes.

Establish a Theory

• A technician determines if the computer problem is hardware or software related (or both) by using his or her senses: sight, hearing, and smell can reveal a great deal.

• Post (Power On Self-Test) – Checks out the hardware in a sequential order − If POST finds an error, the BIOS issues a beep and/or displays a

numeric error code or text message.

• Error codes may vary from computer to computer. − The secret is knowing the manufacturer of the BIOS chip.

AMI BIOS Audio Beeps

Award (now Phoenix Technologies) BIOS POST Errors (Posted to monitor)

Part 1

Award (now Phoenix Technologies) BIOS POST Errors

Part 2

Phoenix Audio Beep Codes

Hardware errors are usually obvious because of POST error codes or errors that occur when accessing a particular device.

Hardware

Software

Patch

Software Errors occur when the user accesses a particular application or when the system boots.

Establish a Theory

Software provided by a manufacturer to correct a known problem. (Also called a service release.)

Divide and Conquer

• The process of divide and conquer refers to dividing and subdividing a larger unit into logical areas until a problem is isolated.

• When isolating problems always begin by checking the easy stuff first

• Often substituting a replacement part that is known to be good for a suspect part can be used to determine if the suspect part is faulty.

• Do not charge customers for parts that do not fix the problem.

Divide and Conquer

• If you suspect a software problem but do not hear any unusual beeps or see any POST error codes, you may need to step through the boot process and files.

• With Windows, you can access the Advanced Boot menu by pressing the F8 key while the computer is booting. Select a menu option such as step-by-step confirmation to go through the boot process and files.

• More is covered in the operating system chapters.

Divide and Conquer Example

• A user encounters an error when they attempt to write data to a CD.

• The first step in the process would be to determine whether the error is related to hardware or software. Attempt to access the disc from another application. A successful attempt would indicate a problem with the initial software and an unsuccessful attempt would indicate a disc or CD/DVD hardware problem.

• If the first step causes you to suspect hardware as the problem, start by ruling out the disc. Try to save using a different disc. If the attempt is successful then the disc is bad. If the attempt is unsuccessful begin to eliminate other parts of the CD/DVD drive system. Begin to swap out the drive, cable or other electronics one at a time until the problem is located.

Repair the Problem or Go Back to Test Another Theory

• Determining the cause of a problem usually takes longer than fixing the problem itself.

• Software problems frequently involve reloading software applications, software drivers, or getting software updates and patches from the appropriate vendor.

• Hardware problem resolution simply involves swapping the damaged part.

• If a problem cannot be solved by swapping a part or reloading software, you should return to logical troubleshooting and investigate new sources of the problem.

• People who troubleshoot randomly without a plan are referred to as “gunslingers.” Gunslingers are the most dangerous technicians to have on staff.

Test the Solution and Document

• Never assume the hardware component or the replaced software repairs a computer. Computers can have multiple problems at once. A repair may not offer a complete solution to a problem.

• You should test the computer yourself after repairs are made.

• You should also have the user test the computer in normal working conditions to assure that the problem is indeed repaired.

Soft Skills - Provide Feedback to the User

• The best technicians are the ones the users trust, and those who explain problems in a way that customers can understand.

• A computer repair is never finished until the user is updated.• Do not use technical terms with users who are not

technically competent.• Treat computer users as if they are intelligent, even if they

are not proficient in technical terminology.

Provide FeedbackMaintain a positive attitude and do the best job you can.

Be profes-sional

ListenWatch

what you sayAsk

questions

Use clear, concise statements. Be pleasant, patient, and professional.

Do not become defensive or judgmental.

Avoid using technical slang, jargon, or acronyms

Respect the customer’s privacy and property.

Ask questions when appropriate and they are relevant to the problem.

Be clear

Respect

Allow customers to complete their sentences. Do not interrupt.

Questions???Questions???