written by ben edwards georgia ctae resource network 2010 basic troubleshooting or: repairing the...
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![Page 1: Written by Ben Edwards Georgia CTAE Resource Network 2010 Basic Troubleshooting Or: Repairing the Inevitable System Crash](https://reader036.vdocument.in/reader036/viewer/2022062321/56649ead5503460f94bb52b3/html5/thumbnails/1.jpg)
Written by Ben Edwards
Georgia CTAE Resource Network
2010
Basic TroubleshootingOr: Repairing the Inevitable System Crash
![Page 2: Written by Ben Edwards Georgia CTAE Resource Network 2010 Basic Troubleshooting Or: Repairing the Inevitable System Crash](https://reader036.vdocument.in/reader036/viewer/2022062321/56649ead5503460f94bb52b3/html5/thumbnails/2.jpg)
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.
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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!
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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!).
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Problem Solving• A variant of the general problem solving techniques
you learned earlier can be used for troubleshooting.
Identify the problem
Gather Information
Propose Solution
Success?Test
Solution
Document Solution
Yes
No
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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.
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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
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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
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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.
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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.
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Success?
• Yes– Congratulations!– Write down the successful
solution• No
– Undo the solution– Gather more information– Propose and test another
solution
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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