Lesson 11Troubleshooting

Core Hardware Fundamentals

Objectives

Describe the procedures for isolating failing components.Describe information-gathering techniques that can be used to get more information about a system failure.Describe common troubleshooting tools and their uses.Identify common error codes and suggested recovery procedures.Identify common PC failures and suggested resolutions.Identify common printer failures and suggested resolutions.

Basic Troubleshooting Flow

Document the failure.Collect all relevant information.Duplicate the failure.Check for obvious errors.Isolate the failing component.Repair or replace the failing component.Document the resolution.Inform the customer.

Role of Information

Questioning users Open-ended questioning Closed-ended questioning

Documentation System inventory Service history Manufacturer documentation Commercial press User groups Internet

Troubleshooting Tools

ScrewdriversSocketHex driversPliersWire cuttersTweezers

Volt-ohmmeterCleaning suppliesBoot disketteHardware diagnosticsIC tool Miscellaneous items

Quick Checks

System checksSystem or device not plugged inSystem or device not turned onCable not connected or loose

Printer checksNot onlineOut of paperOut of toner or inkDocument in print queueDocument paused

POST Error Beep CodesBeep Code Indicated Error

None System port failure/system did not run POST

1 short Dynamic RAM refresh

2 short Parity circuitry test failure

3 short Failure first 64 KB RAM or CMOS RAM

4 short System timer failure

5 short Processor failure

6 short Keyboard/keyboard controller/Gate A20

7 short Processor virtual mode failure

8 short Video display adapter/adapter memory

9 short ROM BIOS checksum

10 short CMOS RAM register

1 long, 1 short Motherboard error

1 long, 2 short Video display adapter/memory

1 long, 3 short System memory error

1 long, 8 short Video display adapter/adapter memory

POST Numeric Error Codes

Error Class Indicated Error0100 Motherboard errors

0200 Memory errors

0300 Keyboard errors

0400 Monochrome display errors

0500 CGA display errors

0600 5 ½-inch floppy disk drive errors

0700 Math coprocessors (FPU) errors

0900 LPT1 errors

1000 LPT2 errors

1100 COM1 errors

1200 COM2 errors

1300 Game controller errors.

Part 1

Error Class Indicated Error1400 Printer errors1700 Hard disk driver errors2400 First VGA/EGA errors2500 Second VGA/EGA errors3000 Network adapter errors4800 IBM internal modem errors7000 Phoenix BIOS chipset errors7300 3 ½-inch floppy disk drive errors8600 Pointing device errors8900 MIDI errors11200 SCSI adapter errors

POST Numeric Error CodesPart 2

Common POST Errors

Error Code Description0161 CMOS power failure, probably caused by a dead battery0201 System RAM test error. Restart to check for transient errors0301 Stuck key, missing keyboard or failing keyboard1701 Hard disk drive not ready or hard disk controller failure7301 3 ½-inch floppy disk drive or controller failure

Common System Failures

Motherboard (system board)Power supplyKeyboard and mouseDisplay monitorHard disk driveCD-ROM/DVDMemoryModemAdaptersPrinters

Internal Modem Checks

Properly seatedResource assignment conflictsTelephone lineTelephone cable

External Modem Checks

Plugged in and receiving powerTurned onSerial cable attachedTelephone lineTelephone cable

Common Impact Printer Problems

Faint printStreakingHorizontal tearingMissing print/white linesPaper misfeeds

Common Ink Jet Printer Problems

Poor print qualityMissing dots/white linesStreakingBleedingPaper misfeeds

Common Laser Printer Problems

Streaked/dirty pagesLight/incomplete printingRepeating mark or dotsPoor print qualityMemory overflowPaper misfeed