CMP 104 – COMPUTER SYSTEM DESIGN
(3 UNITS)
Module 4:
TOPIC 7: Introduction to Troubleshooting and PC Diagnostic Tools
Prepared by: Dr. T. A. Olowookere
What is Troubleshooting?
Troubleshooting is the process of diagnosing the source of a problem. In order words,
Troubleshooting is the process of figuring out how to solve a computer problem.
It is a form of problem solving, often applied to repair failed products or processes. It
is a logical, systematic search for the source of a problem so that it can be solved, and
so the product or process can be made operational again. It is used to fix problems
with hardware, software, and many other products. The basic theory of
troubleshooting is that you start with the most general (and often most obvious)
possible problems, and then narrow it down to more specific issues.
Troubleshooting requires an organized and logical approach to problems with
computers and other components.
Sometimes issues arise during preventive maintenance. At other times, a customer
may contact you with a problem. A logical approach to troubleshooting allows you to
eliminate variables and identify causes of problems in a systematic order. Asking the
right questions, testing the right hardware, and examining the right data helps you
understand the problem and form a proposed solution to try.
Troubleshooting is a skill that you refine over time. Each time you solve a problem,
you increase your troubleshooting skills by gaining more experience. You learn how
and when to combine steps or skip steps to reach a solution quickly.
The troubleshooting process is a guideline that is modified to fit your needs.
Many common computer problems are easy to fix but hard to diagnose. Once you figure
out what is wrong with the computer, a solution is easy to find.
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Steps involved in Troubleshooting
This section presents an approach to problem solving that you can apply to both PC
hardware and software. You can also apply many of the steps to problem solving to
other work-related areas.
Before you begin troubleshooting problems, always follow the necessary precautions
to protect data on a computer.
Some repairs, such as replacing a hard drive or reinstalling an operating system, might
put the data on the computer at risk. Make sure you do everything possible to prevent
data loss while attempting repairs.
CAUTION: Always perform a backup before beginning any troubleshooting. You
must protect data before beginning any work on any computer. If your work results
in data loss for the computer user, you or your company could be held liable.
Due to this important precaution therefore, let us consider what data backup is and
what to do about backup data.
Data Backup
A data backup is a copy of the data on a computer hard drive that is saved to another
storage device or to cloud storage.
Cloud storage is online storage that is accessed via the Internet. In an organization,
backups may be performed on a daily, weekly, or monthly basis.
If you are unsure that a backup has been done, do not attempt any troubleshooting
activities until you check with the user of the computer. Here is a list of items to verify
with the user about data backups:
Date of the last backup
Contents of the backup
Data integrity of the backup
Availability of all backup media for a data restore
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If the user does not have a current backup and you are not able to create one, ask the
user to sign a liability release form. A liability release form contains at least the
following information:
• Permission to work on the computer without a current backup available
• Release from liability if data is lost or corrupted
• Description of the work to be performed
Figure showing Backup and Restore Point on the Windows Control Panel.
The steps to follow in a standard troubleshooting process are as highlighted in the
table below:
Troubleshooting Steps:
Step 1 Identify the problem.
Step 2 Establish a theory of probable cause.
Step 3 Test your theories to determine the cause of the problem.
Step 4 Establish a plan of action to resolve the problem and implement the solution.
Step 5 Verify full functionality and, if applicable, implement preventive measures.
Step 6 Document your findings, actions, and outcomes.
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Step 1: Identify the problem
The first step in the troubleshooting process is to identify the problem. During this
step, gather as much information as possible from the computer user and then from
the computer.
Actions that Guide in Problem Identification:
Some important actions/points that should guide you while trying to identify
computer problems are:
Ask the computer user questions and be respectful and professional about it.
Use both open-ended and closed-ended questions.
Listen to beep codes.
Use BIOS to identify POST problems.
Use Event Viewer, Device Manager, Task Manager and other diagnostics tools
to help identifying the problem.
(i) Conversation Etiquette
When you are talking to the computer user or customer, follow these guidelines:
• Ask direct questions to gather information.
• Do not use technical or industry jargon.
• Do not talk down to the computer user or customer.
• Do not insult the computer user or customer.
• Do not accuse the computer user or customer of causing the problem.
By communicating effectively, you can elicit the most relevant information about the
problem from the customer.
(ii) Open-Ended and Closed-Ended Questions
Open-ended questions allow customers to explain the details of the problem in their
own words. Use open-ended questions to obtain general information.
Based on the information from the customer, you can proceed with closed-ended
questions.
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Closed-ended questions generally require a yes or no answer. These questions are
intended to get the most relevant information in the shortest time possible.
(iii) Documenting Responses
Document the information obtained from the computer user or customer in the work
order and in the repair journal. Write down anything that you think might be
important for you or another technician. The small details often lead to the solution of
a difficult or complicated problem.
(iv) Beep Codes
Each BIOS manufacturer has a unique beep sequence, a combination of long and short
beeps, for hardware failures.
When troubleshooting, power on the computer and listen. As the system proceeds
through the POST, most computers emit one beep to indicate that the system is
booting properly. If there is an error, you might hear multiple beeps. Document the
beep code sequence, and research the code to determine the specific hardware failure.
(v) BIOS Information
If the computer boots and stops after the POST, investigate the BIOS settings to
determine where to find the problem. A device might not be detected or configured
properly. Refer to the motherboard documentation to make sure that the BIOS settings
are accurate.
(vi) Some Diagnostic Tools
Event Viewer
When system, user, or software errors occur on a computer, the Event Viewer is
updated with information about the errors. The Event Viewer application shown in
the figure below usually records the following information about any problem:
• What problem occurred
• Date and time of the problem
• Severity of the problem
• Source of the problem
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• Event ID number
• Which user was logged in when the problem occurred
Although the Event Viewer lists details about the error, you might need to further
research the solution.
Figure showing Event Viewer Diagnostic Tool Application on Windows
Device Manager
The Device Manager shown in the figure below displays all the devices that are
configured on a computer. The operating system flags the devices that are not
operating correctly with an error icon. A yellow circle with an exclamation point (!)
indicates that the device is in a problem state. A red circle and an X means that the
device is disabled. A yellow question mark (?) indicates that the system does not know
which driver to install for the hardware.
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Figure showing Device Manager Diagnostic Tool Application on Windows
Task Manager
The Task Manager shown in the figure below displays the applications that are
currently running. With the Task Manager, you can close applications that have
stopped responding. You can also monitor the performance of the CPU and virtual
memory, view all processes that are currently running, and view information about
the network connections.
Figure showing Task Manager Diagnostic Tool Application on Windows
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Take Home Assignment: Other Diagnostic Tools
Question: You are to Conduct research to determine which other software diagnostic tools are
available to help diagnose and solve problems.
Many programs to help you troubleshoot hardware are available. Manufacturers of system
hardware usually provide diagnostic tools of their own. For instance, a hard drive
manufacturer might provide a tool to boot the computer and diagnose why the hard drive does
not boot Windows.
Step 2: Establish a theory of probable cause
The second step in the troubleshooting process is to establish a theory of probable
cause. First, create a list of the most common reasons why the error would occur.
Even though the customer may think that there is a major problem, start with the
obvious issues before moving to more complex diagnoses.
List the easiest or most obvious causes at the top. List the more complex causes at the
bottom. The figure below shown some possible theories of probable cause that may
be established. The next steps of the troubleshooting process involve testing each
possible cause.
Step 3: Test the theory to determine cause
You determine an exact cause by testing your theories of probable causes one at a time,
starting with the quickest and easiest. This figure below identifies some common steps
to determine the cause of the problem as theorized in the previous step.
After identifying an exact cause of the problem, you then determine the steps to
resolve the problem. As you become more experienced at troubleshooting computers,
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you will work through the steps in the process faster. For now, practice each step to
better understand the troubleshooting process.
If you cannot determine the exact cause of the problem after testing all your theories,
establish a new theory of probable causes and test it. If necessary, escalate the problem
to a technician with more experience. Before you escalate, document each test that you
tried.
Step 4: Establish a plan of action to Resolve the problem and Implement
the solution
After you have determined the exact cause of the problem, establish a plan of action
to resolve the problem and implement the solution.
Sometimes quick procedures can correct the problem.
If a quick procedure does correct the problem, verify full system functionality and,
if applicable, implement preventive measures.
If a quick procedure does not correct the problem, research the problem further
and then return to Step 3 to establish a new theory of the probable cause.
After you have established a plan of action, you should research possible
solutions. The figure below lists possible research locations. Divide larger
problems into smaller problems that can be analyzed and solved individually.
Prioritize solutions starting with the easiest and fastest to implement.
Create a list of possible solutions and implement them one at a time.
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If you implement a possible solution and it does not correct the problem, reverse
the action you just took and then try another solution.
Continue this process until you have found the appropriate solution.
Step 5: Verify full functionality and, if applicable, implement
preventive measures
After the repairs to the computer have been completed, continue the troubleshooting
process by verifying full system functionality and implementing the preventive
measures needed. Verifying full system functionality confirms that you have solved
the original problem and ensures that you have not created another problem while
repairing the computer.
Whenever possible, have the customer verify the solution and system functionality.
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Step 6: Document findings, action, and outcomes
After the repairs to the computer have been completed, finish the troubleshooting
process with the customer.
Communicate the problem and the solution to the customer verbally and in writing.
The figure below shows the steps to be taken when you have finished a repair.
Verify the solution with the customer. If the customer is available, demonstrate how
the solution has corrected the computer problem. Have the customer test the solution
and try to reproduce the problem. When the customer can verify that the problem has
been resolved, you can complete the documentation for the repair in the work order
and in your journal. Include the following information in the documentation:
• Description of the problem
• Steps to resolve the problem
• Components used in the repair
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