troubleshooting - advice for teachers from university of nevada

Welcome to Computer Troubleshooting in Tonopah!

Bill Doherty

Our Mission:

– Provide you with some basic troubleshooting skills.

– Provide knowledge of troubleshooting resources.

– Provide confidence in your ability to work with computer hardware and software problems.

– Have fun doing it.

When We’re Finished:

• You should be able to solve simple computer problems yourself.

• You should be able to communicate effectively with a technician when you need help.

• You won’t be able to quit your teaching job and become a full time geek.

Overview

• Troubleshooting methodology• Hardware basics• Software basics• Printing basics• Networking basics• Buying computers

Troubleshooting Methodology

Get in the Right Frame of Mind

• Relax– Murphy’s law

• Do no harm– Make a backup– Make sure you can undo your work

Try a Quick Fix

• Eliminate user error – Make sure you are following the correct

procedures– Make sure the results really are an error

• Check the inventory - make sure everything is plugged in and turned on

• Turn everything off and back on again (after you have saved your information)

Use the Scientific Method

Identify the problem

Gather Information

Propose Solution

Problem Solved?

Test Solution

Document Solution

Yes

No

Identify the Problem

• Describe symptoms as completely and accurately as possible.– Date, time.– Scope of problem.– What you were doing when problem occurred.

Gather Information

• Is the problem reproducible?

• Recent changes• Current configuration• Assemble resources

Troubleshooting Resources

• Plan ahead.– Get copies of software, etc.– Find vendor sites for your hardware/software– Find internet support communities

Propose a Solution

• Easiest solutions• Most likely solutions• Use a strategy:

– Process of elimination– Divide and conquer

Test the Solution

• Test only one thing at a time!

Problem Solved?

• Yes– Congratulate yourself – Document the solution

• No– Undo the solution– Gather more information– Propose and test another solution

Methodology Summary

• Get in the right frame of mind• Try a quick fix• Use the scientific method• Use your Internet resources• Use the right strategy

Initiation!

• Demonstrate your knowledge of the secret world of troubleshooting.

Hardware Troubleshooting Objectives

• Recognize the main components and understand their basic function.

• Understand that there are different types of components.

• Get familiar with how the components are installed.

• Understand common hardware problems.

Safety Note

• Protect yourself– Power off– “One hand rule”– Don’t open a monitor

• Protect the equipment– Power off– Grounding strap

Take It Apart

• Motherboard overview• Hard drive/CD/DVD• NIC/expansion cards• Memory

Put It Back Together

Software Objectives

• Be able to use basic operating system utilities to monitor system functions and identify software related problems.

• Be able to install a desktop operating system and perform basic configuration functions.

• Be able to obtain and install software updates and patches.

Agenda

• Finish Software– Troubleshooting tips/drivers– Install software in lab

• Networking Overview• Printing• Computer purchasing?

Review

• What’s the first step in troubleshooting?

Software Problems

• Isolate the problem– Document– Application– Operating system

Document Problems

• Try opening a backup copy • Try opening on another machine• Try opening with a different version of the

program

Application Programs

• Try another document• Uninstall any new items• Apply vendor updates

Operating System

• Try a different application• Check disk drive space

– Use scan disk and defrag for maintenance• Try a Windows troubleshooting wizard• Apply vendor updates

Let’s Install Software

• Install Windows – Work with drivers as required

• Find Windows update• Download and install Adobe Acrobat• Uninstall Adobe Acrobat

Printing Objectives • Be able to properly

connect a printer.• Be able to install print

driver software.• Be able to access and

understand the windows tools used for print troubleshooting.

• Be able to perform basic troubleshooting of network printing.

Printing Basics

• Install a new printer– Get correct cable and driver

• Troubleshoot printing– Start at printer and use process of elimination.

• Network printing– Things to look for

Network Objectives • Identify and solve basic

networking problems.• Differentiate between problems

with a single machine and the entire network.

• Identify the reasons for common internet error messages.

• Find and use windows utilities helpful in identifying network problems.

Common Network Problems

• Internet Problems– Bad URL– Server down– Missing or old plug-in

• Network Problems– Cable– Software/client– Server

Buying a Computer

• Name brand, but:– HP, Compaq

• Mid-range are best buys• Exceptions are:

– Graphic arts– Video production