CHAPTER 3Skills for

Troubleshooting Computer Problems

CTS 217:Computer Training

& Support

Chapter ObjectivesIn this chapter, students will learn about: The troubleshooting process and thinking

skills required Communication skills for troubleshooting How to use information resources to help

solve computer problems Diagnostic and repair tools Strategies for troubleshooting How to develop your own approach to

problem solving

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Introduction Solving problems most frequent task user

support agents perform Varied user concerns

Information requests ? about tasks (data validation in Excel) Product complaints Problem preventing hardware or software use

Might have quick solution (seen it before) or might have to look it up

This chapter: tools, methods, strategies for difficult problems

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What is Troubleshooting?Troubleshooting is the process of

defining, diagnosing, and solving computer problems

Uses thinking and communications skills, information resources, strategies, and methods (NOT always fixed steps)

Is troubleshooting: A step-by-step process? An iterative process? Loops, false starts, dead

ends A scientific process? Rules of logic A creative process?

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Sequential versus IterativeProblem-Solving Processes p. 104

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T/S as an Iterative ProcessA repetitious processA creative process that requires

flexibility, thinking skills, and patience Involves several paths or approaches

to problemsSteps are repeated in a loop until a

fruitful path is foundAvoids hit-or-miss, trial-and-error

approach to troubleshooting

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T/S as an Iterative ProcessFixed sequence: might find solution,

might notHit-or-miss / Random: might fix it,

might not, could make it worse!Physical tools: diagnostic programs,

multimeterDatabases: knowledge basesThinking skills: Have you seen it

before?

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Thinking Skills Used In T/S• Problem solving• Critical thinking• Decision making

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Problem SolvingProblem solving is a process that moves

from the current state X to a goal state Y Considers alternate paths to get from X to Y

Objective is to get from X to Y quickly, accurately, effectively, or efficiently

Look for:– Analogies: how is this problem similar to

others? eMachines restoration & Linux install

– Contradictions: two facts cannot be true at the same time (NIC works in one PC, bad slot?)

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A Problem-Solving Model p. 105

Grinding noise? Dried ink around cartridge dock Need maintenance kit? Slick rollers keep paper

from feeding properly

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Critical Thinking Critical thinking is the cognitive skills

used to: Analyze a problem (personal experience) Search for underlying logic or explanation Find alternate ways to think about or explain an

event or situation Examples of critical thinking skills:

Mental models Hypothesis testing Creativity Metacognition

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Critical Thinking Skills

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Mental model: a conceptual picture to help understand how a system works Based on education and experience

Computer won’t boot: at POST level or o/s file missing?

Hypothesis testing: a guess or prediction about the cause of a problem and a test to prove or disprove the hypothesis Based on mental model or experience Printer garbage characters – driver or cable?

Critical Thinking Skills

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Creativity: the ability to find a novel or innovative solution to a problem Think outside the box; apply what you know Seen a similar problem?

Metacognition: the ability to step back from a problem and think about your own thought processes Challenge your assumptions

Did you assume hardware, and it might be software?

MetacognitionCommon metacognitive questions:

What assumptions did I make? Where did I go wrong in my approach? Why did one problem-solving approach work

when another did not? How could I have thought differently about this

problem? EXAMPLES

Restore CD would hang – assumptions: bad CD, bad CD drive ACTUAL problem: defective memory

Application crashes (illegal operation) – software, right? ACTUAL problem: defective brand new memory chip

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Decision Making Decision making is an ability to:

• Select an alternative from among completing alternatives

• Weigh the pros and cons of each alternative against predefined criteria

• Reach a decision• Which test will most likely fix it?• Tests can be lengthy…choose wisely

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Tools Troubleshooters UseCommunication skills (Chapter 2) Information resourcesDiagnostic and repair toolsProblem-solving strategiesPersonal characteristics

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Communication SkillsMost troubleshooting situations require

at least some communication with an end user or vendor about a problem

Types of communication skills Basic listening skills Active listening Probes Critical questions Explanation Verification

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How Troubleshooters Use Communication SkillsTo get a basic description of a problemTo learn the user’s perspectives on the

problemTo probe for additional information

“won’t do anything” – no power, beep codes, no desktop?

To effectively communicate a solution back to the user

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Basic Listening SkillsListen to the words a user chooses to

describe the problem Don’t jump to conclusions; can be less

efficientAllow a user enough time to explain a

problemTry to obtain as accurate a description

of the problem as possibleTip: Listen for causal If…Then …

statements

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Active ListeningActive listening occurs when the

listener is as engaged in the communication process as the speaker Compared to a passive receiver of

informationExample:

“If I try to adjust my monitor, then the screen goes blank.” Possible reasons why?

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Paraphrasing Paraphrasing is an active listening skill in

which you restate in your own words what you heard a user say

Used to resolve misunderstandings and get a clear problem description; verify understanding

Example: End user description: “I don’t know what

happened, but the program doesn’t work.” Support specialist paraphrase: “Let me make sure I

understand. The program used to work, but now it doesn’t?”

Rest is on p. 110

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ProbesProbes are follow-up questions

designed to elicit additional information about a problem

A sequence of probes often clarifies a problem situation

Example: “When your computer crashes, is it always

running the same program or different ones?”

Page 111: Role Playing Scenario

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Critical QuestionsCritical Questions are designed to

elicit important additional information from a user Challenge assumptions a support specialist

might make Often reveal information a user wouldn’t

have thought to relate Things to try when you’re stuck; get beyond

the dead end Make checklist

Browser issue: Flash Player won’t play; installed successfully reset defaults on Security & Adv. tabs

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Five Critical Questions1. Has this system or component or feature

ever worked? CorelDraw printing2. Have you ever had this problem before?

Cheap DVDs3. Can this problem be replicated? Sign in

problem in one lab only Is it repeatable?

4. What were you doing just before you first noticed the problem? Power outage

5. Have you made recent hardware or software changes to your system? Recent installation

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ExplanationExplanation is a communication skill

in which a support specialist describes a solution to a problem so a user understands: Why the problem occurred The steps required to resolve it

Explain it on THEIR level; might not have to call back next time

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VerificationVerification is a communication skill

in which a support specialist makes sure that a user agrees that a problem has been resolved satisfactorily Resolve difference if user thinks problem

not solved Rebooted router – access network now??

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Information Resources for T/SPersonal experience

Won’t know it all More bkgrd info and exp. = better mental

models Recall = good; must also search well (rapid

changes)Scripts and checklistsKnowledge basesCoworkers and other professional contactsSupport vendors and contractorsEscalation and team problem solving

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Personal ExperienceBased on a support agent’s education,

career background, and previous experiences

Search personal knowledge for information about a problem or for similar problems Seen it before? What did you do?

Tip: Develop a problem notebook Make notes after a problem is solved, and

organize them by symptoms, equipment type, date, etc. [Put in Word or Access – searchable]

Notes about mods to databases

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Scripts and Check ListsA script lists questions to ask and

follow-up probes Organized as:

A flowchart A decision tree

Arranged in a logical sequenceCovers all possible known paths to

solve a problemExample: See Figure 3-5 on page 115

(printer LED lights)

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Knowledge BasesA knowledge base is an organized

collection of information that is a resource in problem solving Articles Procedures Tips Pointers to information Solutions to existing problems Notebook [database] mentioned on

previous slide

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Examples of Knowledge BasesVendor manuals – service manuals

8710pTrade books (use to supplement poor

vendor manuals)Trade periodicals: computer

magazinesOnline help: might be online vendor

manual, t/s wizardsWeb sites (MS, Dell, HP)Search engines

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Search Engine Guidelines1. Use keywords that are nouns2. Use present tense verbs3. Include vendor name, model number,

version number4. Include operating system and version5. Put quotes around phrases (errors)6. Put + sign before essential keywords7. Use Boolean operators AND OR NOT

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Coworkers and Other Prof. Contacts Coworkers: another set of eyes; see

something you don’t Discussion forums: search might lead you

here Listservs: An automated service that

distributes e-mail messages posted to the ListServ to subscribers Search archives; high volume of email

Newsgroups: An Internet discussion in which participants with common interests in a topic post messages; electronic bulletin board

RSS feeds: A service that aggregates information from Web resources (blogs, forums, news) and delivers it to subscribers in a convenient format

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Support Vendors and ContractorsMay have seen a baffling problem

before and be able to offer suggestions to resolve it Email access to tech support or sign in to

KBOutsourcing: an agreement with a

support services contractor for problem-solving assistance for a fee Handle incident that require special

expertise Backup to in-house support staff when

volume of incidents is heavy

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Escalation and Team Prob. Solv.Escalation is a referral of a difficult or

complex problem to a higher support level for resolution

Team approach to problem solving Mutual problem solving assistance Team owns the problem, not an individual

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Diagnostic and Repair ToolsSoftware utilities that help troubleshoot

computer problemsCategories

General-purpose and remote diagnosis Hardware problem diagnosis Software problem diagnosis Network problem diagnosis

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General-Purpose and Remote Diagnosis toolsRemote access utilities help support

users in distant locations Support agents can:

View a remote user’s screen Enter commands on user’s system

Examples: http://www.remotepcaccess.net/ Expertcity’s GoToAssist Rapid Assist Symantec’s pcAnywhere Security concerns: use VPN, user

authentication and encryption

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Hardware Problem Diagnosis UtilsPreinstalled on computers; boot menu

keyDetect defective hardware components Identify performance problemsRecover some lost dataDocument and optimize configuration

informationExamples:

Symantec’s Norton SystemWorks [Ghost] PC Diagnostics PC-Doctor

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Software Problem Diagnosis Utilities Identify configuration information Identify and repair s/w installation and

configuration problemsRepair Windows registryExamples:

PC Tools’ Registry Mechanic iolo technologies System Mechanic Belarc Advisor Dean Software Design’s PC Surgeon

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Network Problem Diagnosis Utilities Identify network connectivity and

configuration problems Monitor network operation and performance Identify some security breaches (unauth.

access) Help recover from network problems Examples:

EMC’s SMARTS Solar Winds Packet Trap’s Network and Traffic Analyzer Manage Engine’s OP Manager

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Network Problem Diagnosis UtilitiesRemote mgmt: manage distribution of

software to myriad of PCsPerformance mgmt: track uptime,

identify problems Keep tools at fingertips (flash drive)

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8 Common P/S StrategiesLook for a simple, obvious fixAttempt to replicate a problemExamine the configuration Initiate a root cause analysisView a system as a group of

subsystemsUse a module replacement strategyApply a hypothesis-testing approachRestore a basic configuration

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Look for a Simple, Obvious FixMost computer problems are simple

Develop a checklist of possible alternatives Check for disconnected cables Reboot the system

Table 3-1: Monitor Power Plug Plug and replug just to be sure; outlet

working?Shut down or reboot

May solve: low memory, device conflicts, app freezes, inoperative peripherals

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Attempt to Replicate the Problem Replication is a process of trying to

repeat a problem in the same or a different situation or environment

Try moving a problem to a different computer or another user

Examine results:1. The problem also appears in a different

environment2. The problem is localized; dependent on

a specific environmentCOMPARE THE DIFFERENCES!

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Examine the ConfigurationMany problems occur because a

combination of hardware and software do not work well together

Check on hardware and software Installation requirements (chk doc) Possible incompatibilities

Not supported by o/s Current driver Resource conflict

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Initiate a Root Cause AnalysisRoot cause analysis is a strategy that

looks beyond the visible symptoms of a recurring problem to search for an underlying cause An iterative process Asks a series of Why?

Steps1. Identify (in writing) what the problem is2. Describe (in writing) why the problem occurs3. Return to step 1 until the root cause of a

problem is identified (5+ interations)

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View a Systemas a Group of SubsystemsA block diagram of the subsystems and

their relationship to each other is sometimes helpful

Start at: Either end of a chain of events In the middle of the chain

Trace the problem forward or backward Memo with wrong font p. 128-129 why?

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Use a Module Replacement StrategyModule replacement replaces a

hardware or software component with one that is known to work Swap out suspect hardware components

Don’t replace too many at once Reinstall software packages

Repair option

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Apply a Hypothesis-Testing ApproachFormulate a hypothesis – a guess or

prediction – about the cause of the problem Based on experience Uses critical thinking (list possible

problems) Tip: Try brainstorming with others to

develop alternate hypothesesDesign an experiment (a test) to see if

an hypothesis is true or false User cannot log in p. 130-131 (h/w, s/w,

n/w)

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Restore a Basic ConfigurationEliminate variables or factors that can

make a problem complex or complicated Remove hardware components to simplify a

configuration Disconnect a system from a network to

observe its standalone operationExt. DVD burner works when something

else is removed – Why? Are they incompatible?

S/W won’t run when on network Why?Practice and experience needed

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Personal Characteristics of Successful TroubleshootersExercise patience and persistence

Frustrated walk away for awhileEnjoy the problem-solving process

View “problems” as opportunities/challengesEnjoy working with people

Don’t have to like everyone as friend (professional)

Enjoy continuous learning opportunities Periodicals, training, learning from each

other

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Develop Your Own Approach to Problem Solving Identify the strengths a support specialist

brings to each problem Identify areas for improvement in problem

solving Recognize which tools and skills have been

successful to solve past problems (trial and error – easy to get frustrated)

Rely on information resources that have proved useful in past situations

Improved by the metacognition process (self-examination)

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Chapter SummarySuccessful troubleshooting relies on an

understanding of the troubleshooting process and uses thinking skills

Troubleshooting process is: Iterative Creative

Thinking skills for troubleshooting include: Problem solving Critical thinking Decision making

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Chapter Summary (continued)

Troubleshooting uses several skills and tools

Communication skills Information resources Diagnostic and repair tools Problem-solving strategies Personal characteristics of

troubleshooters

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Chapter Summary (continued)

Problem-solving strategies1. Look for a simple, obvious fix2. Attempt to replicate the problem3. Examine the configuration4. Initiate a root cause analysis5. View a system as a group of

subsystems6. Use module replacement7. Apply a hypothesis-testing approach8. Restore a basic configuration

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