Basic Troubleshooting Or: Repairing the Inevitable System Crash

1. Written by Ben Edwards Georgia CTAE Resource Network 2010 Basic TroubleshootingOr: Repairing the Inevitable System Crash

2. Intro to Troubleshooting • Troubleshooting is a logical, systematic search for the source of a problem, so that it can be solved. • Objective: Be able to identify, evaluate, and correct computer-based problems using resources such as hardware, software, and online support.

3. The Three Rules • Remain calm and logical • Troubleshooting is a rational process of elimination in a complex environment • Document • This way you don’t do things more times than necessary • You also must remember what you’ve done in order to potentially undo it! • Do no harm • Make a backup • Make sure you can undo any changes you make • It is possible to make your situation worse!

4. Getting Started • Start with the basics • Make sure you are dealing with an error, and not just doing something wrong. • Make sure everything is connected and on. • Try closing the document/application (if applicable). • Try rebooting the computer, resetting the modem, router, printer, etc. (After you’ve saved your work, of course!).

5. Problem Solving • A variant of the general problem solving techniques you learned earlier can be used for troubleshooting. Gather Information Identify the problem Propose Solution No Test Solution Success? Yes Document Solution

6. Identify the problem • Define the symptoms as clearly and fully as possible • As always, document. • Write down the error message, the problem application, or the specific problem.

7. Gather Information • Record any changes you’ve made • What have you added, removed, changed, or done recently? • Record your current configuration • Hardware, operating system, etc. • Gather resources

8. Resources • Number 1 Resource: The Internet • Chances are your question has already been answered somewhere. Online forums like spywareinfoforum.com and bleepingcomputer.com are useful tools. • Online virus scanners like Kaspersky, PandaSecurity, and BitDefender. • Diagnostic tools • Network, hard drive, memory, and other diagnostic and recovery tools available for free (all available on Hiren’s Boot CD) • Virus and Malware scanners like AVG, Malwarebytes, HijackThis • Tech support • Keep the phone numbers for your various hardware and software tech support handy

9. Propose Solutions • Start with the easiest and most likely solutions • Have a plan • Process of elimination: eliminate most likely and easiest solutions first, either solving the problem along the way or eventually leaving only one possibility.

10. Test Solution • Change only one variable at a time! • Test individual possibilities rather than trying multiple solutions at once. • Document each change so that you can potentially undo it later.

11. Success? • Yes • Congratulations! • Write down the successful solution • No • Undo the solution • Gather more information • Propose and test another solution

12. Summary • Three Rules: • Stay calm, document, and don’t make things worse than they started • Find out exactly what’s happening • Research, use resources • Propose a solution • Test the solution • Repeat if necessary