1 / 29

Less than beginner troubleshooting techniques

Less than beginner troubleshooting techniques. John Riley MOREnet Technical Trainer. Seven Steps in Troubleshooting. Analysis Problem replication/identification Action Plan Implementation Testing Documentation Follow Up. Step 1: Analysis – Ask Questions.

kaia
Download Presentation

Less than beginner troubleshooting techniques

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Less than beginner troubleshooting techniques John Riley MOREnet Technical Trainer

  2. Seven Steps in Troubleshooting • Analysis • Problem replication/identification • Action Plan • Implementation • Testing • Documentation • Follow Up

  3. Step 1: Analysis – Ask Questions • Has the machine moved lately? • Program changes (updates)? • Environmental factors? • When was the last time the computer worked correctly? • Were you on the computer or was it just sitting?

  4. Step 2: Problem Replication/Identification • Most time consuming step • Try to repeat the problem • Capture error messages • Start your documentation

  5. Step 3: Action Plans • Can it be fixed? • Do you need parts? • Do you need a technician? • Is it under warranty? • Upgrade? Patches or drivers? • Continue your documentation

  6. Step 4: Implementation • Implement at your office/classroom • Back up data first • Patience is key • Document as you go

  7. Step 5: Testing • Normal process • Bring peripherals back one at a time • Bring network components back one at a time • Document your progress • Briefly explain

  8. Step 6: Documentation • Extremely Valuable • Often overlooked • Notebooks/journals • Spreadsheet/database • Indicate problems/resolutions

  9. No email • Do you have the correct server addresses for both your POP and your SMTP? • How about Internet connectivity? • Make sure you have rights to send through mail relay • Example: If you use a mail.connect.more.net email address, you can receive from anywhere but can only send from MOREnet backbone • Can’t send if you connect through private ISP (AOL, etc)

  10. Can’t access a website • Internet connectivity? • Try other websites • Check proxy settings • If your school requires you to go through a proxy server, make sure you turn off proxy setting within browser if accessing Internet through private ISP • In IE, Tools-Internet Options-Connections-LAN settings • PING and TRACERT

  11. IP addressing issues • Are you using DHCP or Static? • If Static, what numbers did you put in? • Correct subnet mask? • Correct DNS numbers? • Correct Gateway address?

  12. Error Messages Microsoft KnowledgeBase Google MOREnet’s KnowledgeBase

  13. Device Drivers • Provide the programs that helps the computer to “talk” to a peripheral • Common point of failure • Can be difficult to fix • Check the manufacturer’s websites for notification of upgrades

  14. Viruses • What they are • How to fix them • How to prevent them

  15. Spyware • What is it? • What does it do? • How do I protect my system?

  16. Preventative Maintenance • Cleaning • Hard drive • Updates

  17. Clean your desktop

  18. Clean the file system/registry

  19. Defragmentation • What is Defrag? • Why do I want to do this? • Recommended once a month • More frequently if you move a lot of data to and from your hard drive

  20. Hard Drive- Scandisk

  21. Disable startup programs

  22. OS Troubleshooting tools • Safe Mode • Last Known Good Configuration • Step by step • System Restore Point

  23. Error Messages

  24. Startup Errors • Windows fails to load • Device drivers • Services fail to load • Bad swap file

  25. Firewalls • What are they? • How do they work? • Do I need one?

  26. Recommended Tools • Cheap tool-kits • Comes with needle-nose pliers, flat and Phillips screwdrivers, plastic tube, etc • Black “Sharpie” Marker • Small flashlight • Static straps

  27. What do I have

  28. Am I secure?

  29. Resources • http://www.tomshardware.com • http://www.more.net • http://www.microsoft.com • http://www.gateway.com • http://www.cisco.com

More Related