Troubleshooting Pt 2

Troubleshooting Pt 2

Objectives

On completion of this unit, you will be able to:

• Describe basic support and troubleshooting procedures.

• Use websites and tools to obtain support and search for advice and help.

​Resolving & Documenting the Problem (Step 4)

The result of the identifying and understanding phases of troubleshooting is a diagnosis of the root cause of the reported problem. The final phase of troubleshooting is to establish a plan of action to eliminate the root cause without destabilizing some other part of the system.

Multiple Choice

What should you do before you put a plan into action?

• Document findings/lessons learned, actions, and outcomes.

• Ask the user what might have changed.

• Collect more information about the problem.

• Consider the possible outcomes of the fix action.

Multiple Choice

In which step of the troubleshooting process do you question the obvious?

• The third step, in which you establish a theory of probable cause

• The first step, in which you gather information about the problem

• The eighth step, in which you document your findings, actions, and outcomes

• The fifth step, in which you establish a plan of action to resolve the problem

Multiple Choice

What is a symptom of a computer's power supply beginning to fail?

• Power supply fan makes a loud noise.

• Computer automatically logs out and locks the screen.

• Computer reboots randomly, usually on startup.

• Applications freeze and display "Not responding".

​Establish a Plan of Action (Step 5)

There are typically three solutions to any problem.

• Repair—you need to determine whether the cost of repair/time taken to reconfigure something makes this the best option.

• Replace—often more expensive and may be time-consuming if a part is not available. There may also be an opportunity to upgrade the device or software.

• Ignore—as any software developer will tell you, not all problems are critical. If neither repair nor replace is cost-effective, it may be best either to find a workaround or just to document the issue and move on.

​Establish a plan of Action (Step 5)

When you consider solutions, you have to assess the cost and time required. Another consideration is potential effects on the rest of the system. A typical example is applying a software patch, which might fix a given problem in one piece of software but cause other programs not to work. This is where an effective configuration management system comes into play, as it should help you to understand how different systems are interconnected and cause you to seek the proper authorization for your plan.

​Implement a solution (Step 6)

Your plan of action should contain the detailed steps and resources required to implement the solution. As well as these practical steps, you have to consider the issue of authorization. If you do not have the authority to implement a solution, you will need to escalate the problem to more senior personnel. If applying the solution is disruptive to the wider network, you also need to consider the most appropriate time to schedule the reconfiguration work and plan how to notify other network users.

​Implement a Solution(Step 6)

When you make a change to the system as part of implementing a solution, test after each change. If the change does not fix the problem, reverse it and then try something else. If you make a series of changes without recording what you have done, you could find yourself in a tricky position.

Verify Full System Functionality and Implement Preventive Measures (Step 7)

When you apply a solution, validate that it fixes the reported problem and that the system as a whole continues to function normally (that is, identify the results and effects of the solution). Ensure that you were right and that the problem is resolved. Can the user now log in properly? Is there any way you can induce the problem again?

Before you can consider a problem closed, you should both be satisfied in your own mind that you have resolved it and get the customer's acceptance that it has been fixed. Restate what the problem was and how it was resolved then confirm with the customer that the incident log can be closed.

Multiple Choice

You cannot access the wireless network. In Device Manager, you see a small red X near the network adapter. What does this indicate?

• The device has been detected, but a driver is not installed.

• There are no networks within range of the network adapter.

• There is a resource conflict with the device

• The device has been disabled

Multiple Choice

How should you approach troubleshooting when there are multiple levels of work?

• Consider multiple approaches, prioritize each level, and divide and conquer

• Ask an experienced user

• Ignore the hard things and fix what you know

• Try to fix everything at once

Multiple Choice

If you plan on diagnosing a problem by searching technical forums or other Internet resources, what information should you provide if you are getting an error message?

• The types of changes have you noticed

• The exact text of the error message

• If this error is preventing you from using the computer

• If you were able to complete this task before

Verify Full System Functionality and Implement Preventive Measures (Step 7)

To fully solve the root cause of a problem, you should try to eliminate any factors that may cause the problem to recur. For example, if a user plugs their laptop into the wrong network jack, ensure that the jacks are clearly labeled to help users in the future. If a faulty server induces hours of network downtime, consider implementing failover services to minimize the impact of the next incident.

​Document your findings (Step 8)

All the way through the preceding steps, it is important that information about the problem, tests performed, and attempted resolutions are recorded. That way, when a problem is resolved, a complete record exists documenting the symptoms, possible causes investigated, and the ultimate resolution. This information can be very helpful when troubleshooting similar symptoms on subsequently reported problems and provides the foundation of a knowledge base for your help desk.

​Document your findings (Step 8)

Most troubleshooting takes place within the context of a ticket system. This shows who is responsible for any particular problem and what its status is. This gives you the opportunity to add a complete description of the problem and its solution (findings, actions, and outcomes).

This is massively useful for future troubleshooting, as problems fitting into the same category can be reviewed to see if the same solution applies. It also helps to analyze IT infrastructure by gathering statistics on what type of problems occur and how frequently.

​Document your findings (Step 8)

When you complete a problem log, remember that people other than you may come to rely on it. Also, logs may be presented to customers as proof of troubleshooting activity. Write clearly and concisely, checking for spelling and grammar errors.

Troubleshooting PC Issues

If you are troubleshooting a computer that will not start or a peripheral device that will not work, first inspect the component for physical damage. Look for dents, scratches, or cracks that might show a device has been dropped or banged. This might have caused damage to the internal components. Inspect cables and connectors for signs of wear and dirt. Inspect the ports on the computer case for dirt and damage.

​Troubleshooting PC Issues

When you start a computer, it automatically runs a program stored in firmware called the Power-On Self-Test (POST). The POST routine ensures that all the components required to start the computer are present. If the tests complete successfully, the computer may issue a single beep. Not many computers beep these days, so do not be worried if the computer boots silently. You should also be able to see images on the screen. Otherwise, try to isolate the issue using the following tests:

Test 1

No beep—check whether the power light has come on and whether the disk light is flickering and whether there is an image on the screen. You should also be able to hear some disk activity and the whir of fans inside the PC. If you cannot detect any of these things, there is a power problem. Check the power cable and fuse. If these are OK, then the problem is either with the computer's internal power supply or the electrical outlet (try plugging in a lamp to test).

Multiple Choice

Why is it important to ask a user questions when first hearing about a problem?

• To make them feel better about their problem

• To encourage the user to identify the root cause of the problem

• To help you classify the problem in terms o1f nature and scope

• Questions are actually not needed; you can and should work with the information you have

​Test 2

More than one beep—the beeps specify where the problem is (and there may be an error message on the screen), but you will probably need to get help to diagnose and fix it. Do check that nothing is resting on the keyboard; if a key is pushed down it can cause this type of error.

​Test 3

Screen is dark—check that the monitor is plugged in and switched on, that the power cable and fuse are good, and that the cable from the monitor to the computer is properly connected. If you see a message such as "No sync," the cable is probably disconnected or damaged. If you can see a very dim image, check that the brightness control hasn't been turned all the way down.

​POST

If there are no problems during POST, the firmware then passes control of the computer to the operating system, which finishes loading before displaying the logon prompt. If the operating system fails to load, there should be an error message. The error message should help to diagnose the cause of the boot failure.

If the system boots but a peripheral device does not work, first check for loose connections between the device and the computer. If you can discount physical problems, the device's driver might need updating or replacing.

​POST

If a computer crashes during operation and stops responding to any mouse clicks or keyboard presses, there could be a fault in either hardware or software. These issues can be difficult to diagnose, but do check that the computer is not becoming too hot. If the computer overheats, it can stop working suddenly, and overheating can be a relatively common occurrence.

​Support

When troubleshooting a system, it is important not to attempt solutions that may be beyond your experience or expertise. You could easily cause more damage by "experimenting." In the first instance, follow the basic guidelines for troubleshooting specific problems in the manufacturer's documentation. The setup or maintenance guide should be included with a new PC system, though often it is available as a PDF rather than printed copy.

You can also use the vendor's website to look for the documentation; typically, you will need to use the product code to find this. For example, on HP's website, click the link for "Support" then choose the "Drivers and Downloads" option. Enter the product name or code to view the available files. This will include drivers for hardware components and system guides and manuals.