Applying Troubleshooting Methodologies Term Paper

Pages: 6 (1783 words)  ·  Bibliography Sources: 6  ·  Level: College Senior  ·  Topic: Education - Computers

Applying Troubleshooting Methodologies

Component #1 - Identifying Tools and Techniques

Knowledgebase Problem 1: Computer will not power on Methodology to isolate:

To isolate the issue by verifying that the power source is actually functional. Plug something else into the outlet and ensure it turns on. Try to turn on the computer again once you know the power source is functional. If it does not turn on still, try a different power cable to ensure the cable is not bad.

Support instructions (including tools to use):

Verify the power source is functional.

Verify that the power cable is functional and properly connected.

Open the front panel of the computer tower and select the power button internally to ensure the outer case button is not the issue.

Replace the motherboard on the computer if the above does not work. If the computer is not turning on with a working power source and cord, the motherboard is most likely the source of the problem.

Knowledgebase Problem 2: System powers on, but fails during boot up

Methodology to isolate:

To ensure the issue is isolated to an issue with the hard drive, try booting up the computer with an alternative power cord and monitor. If the problem persists it is most likely the hard drive or other internal component causing the issue.

Support instructions (including tools to use):

1. Turn on the power of the computer and quickly begin to tap the F8 key.

2. Select "Safe Mode" as the startup selection using the keyboard.

3. Once in safe mode select Start (All Programs (Accessories (System Tools (System Restore. Choose a restore point prior to when this issue began to occur.

4. If you do not have a restore point saved or this does not work you may try to repair from your original Operating System installation CD or partition on your computer.

5. Boot from your Operating System CD or partition and select to repair.

6. If repairing does not work you may try to fully reformat your computer from your original Operating System installation CD or partition on your computer.

7. Boot from your Operating System CD or partition and select to reformat. Follow the on screen directions.

Knowledgebase Problem 3: New hardware installation fails

Methodology to isolate:

If new hardware fails to install on your computer, disconnect the new hardware to isolate the issue. One the hardware is disconnected restart your computer. If the computer restarts without issue there is probably an issue with the new hardware's driver that was installed.

Support instructions (including tools to use):

1. Visit the hardware manufactures web site and see if there is an updated driver to download. If so download and install the driver. Once installed reconnect the hardware and verify if it works.

2. If it does not work complete a system restore by selecting Start (All Programs (Accessories (System Tools (System Restore. Choose a restore point prior to when this issue began to occur.

3. Once the system is restored to the previous point, try to install the hardware again to see if the issue replicates or if installation is successful.

Knowledgebase Problem 4: New software installation fails

Methodology to isolate:

First isolate the software installation problem by verifying if the software is compatible with the computer you are installing it on. If it's not compatible with the hardware or operating system, then find some similar and compatible software and install that instead.

Support instructions (including tools to use):

1. To troubleshoot a software installation failure remove and reinstall the software. To do this download Microsoft's Windows Installer CleanUp Utility. This utility will ensure all traces of previous versions of the software you are trying to install are removed before trying to reinstall.

2. Run the Windows Installer CleanUp Utility. In the list of products installed find the software that failed to install. Select "Remove."

3. Restart your computer and then try to reinstall the software.

Knowledgebase Problem 5: Machine is running very slowly

Methodology to isolate:

Isolate the issue of a computer running very slowly by selecting Control+Alt+Delete to view what applications and processes are running. If there is a large amount of applications open close unnecessary applications. If this does not help the issues try rebooting. If the computer is still running very slowly try to complete the support instructions below.

Support instructions (including tools to use):

1. Run the Disk Defragmenter by selecting Start (All Programs (Accessories (System Tools (Disk Defragmenter.

2. A list of hard drives will be displayed on screen, select "Analyze Disk" and then "Defragment Disk."

3. Run the Disk Clean up by selecting Start (All Programs (Accessories (System Tools (Disk Cleanup.

4. Select the hard drive you wish to run Disk Clean up on and select "OK."

5. Disk Cleanup will analyze the hard drive and determine what space can be freed.

6. When complete categories will be displayed. Select the categories you want to delete and select "Clean up system files."

7. If the two above tools do not help verify if any applications are running in the background and run an a virus scan to ensure there is not any virus or malware affecting the computer's speed.

Knowledgebase Problem 6: Unable to print

Methodology to isolate:

To isolate the issue ensure that the printer is functional. Connect a different computer to the printer and print a test document. If the printer is working with the other computer, it is known that there is an issue with the first computer.

Support instructions (including tools to use):

1. Verify that the printer is plugged in correctly to the computer.

2. Verify the printer is turned on and does not have an error or is not jammed.

3. Try to print a test page directly from the printer's front panel.

4. Verify that the program you are printing from is selecting the correct printer when you select "Print."

5. Navigate to Start (Control Panel (Printer and Faxes. Find your printer icon and verify the status is online. If it is not shown as online try rebooting the printer.

Knowledgebase Problem 7: Cannot connect to the network and/or Internet

Methodology to isolate:

To ensure that the issue is with the computer's ability to connect to the internet and not the internet service itself, connect an alternate computer to the same internet connection. Ensure this other computer can access the internet successfully. If it can, you know it is an issue with the other computer.

Support instructions (including tools to use):

1. Verify the most obvious items first. Ensure the network cable is secure or ensure that the correct wireless network is selected from the list and the password was entered correctly.

2. Verify that you still have no internet connection, try going to more than one web site.

3. Open your network control panel by selecting Start (Control Panel (Network and Sharing. Disable your internet connection and then enable the connection. Often times reconnecting will correct the issue.

4. If the above has not corrected the issue turn off your router by unplugging it from the power source, wait three minutes, and plug it back in. Try your connection again.

Component #2 - Apply troubleshooting tools and practices

Troubleshooting Tool 1: Disk defragmentation

Tool Overview:

As a computer is used and files are stored, updated, and deleted from the hard drive it becomes messy or in other words fragmented. This means that the file is not stored together in one contiguous location. Disk defragmentation should be run regularly as part of normal computer maintenance.

Tool Usage:

The following steps overview how to use the Disk Defragmentation Tool

1. Select Start (All Programs (Accessories (System Tools (Disk Defragmenter.

2. A list of hard drives will be displayed on screen, select "Analyze Disk."

3. When analysis is complete the window displays a recommendation of action to take. Select "Defragment Disk" to complete these recommendations.

4. Optionally you may view the Defragmentation Report for additional details. This will show information such as Total Fragmented Files and Total Excess Space.

Analysis of Results:

There were many fragmented files on the computer. This causes the hard drive's performance and reliability to suffer. The hard drive heads had to search longer and harder for the files in their fragmented locations. By running the disk defragmenter tool the hard drive was reorganized and files put into contiguous locations for better performance and reliability.

Troubleshooting Tool 2: Disk Cleanup

Tool Overview:

Files can become obsolete on computers overtime. Disk Cleanup is a tool that determines which files on a hard drive can deleted to free space. It also can improve system performance.

Tool Usage:

The following steps overview how to use the Disk Cleanup Tool

1. Select Start (All Programs (Accessories (System Tools (Disk Cleanup.

2. Select the hard drive you wish to run Disk Clean up on and select "OK."

3. Disk Cleanup will analyze the hard drive and determine what space can be freed.

4. When complete categories will be displayed. Select the… [END OF PREVIEW]

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