Basic Troubleshooting Concepts PC Tech Support

What is Troubleshooting Finding a cause to a problem and fixing it.

The Process Define the Problem Zero in on the Cause Make the Repair Confirm the Results Document the Results

Define the Problem Is the system physically present? If so, great. If not, you will need to ask the end user What are the symptoms Remember, the end user knows less than you, so be patient

Define the Problem Questions to ask Was the computer working properly before this problem began? When did you first notice the problem? Was the computer moved recently? Have you made any changes to hardware or software? Has anything happened to the computer? Can you reproduce the problem? What does the problem look like? Are there any error messages? Funny noises or smells? Do you have a backup?

Zero in on the Cause Isolate the problem Experience Based Attempt to recreate the error Intermittent Problems Remove one variable at a time

Make the Repair Start with a plan and follow it.\ The plan should be based on your assumptions. Document everything you do.

Confirm the Results Make sure the problem or error no longer exists. Make sure the fix didn’t create new problems.

Document the Repair It is a reference for you in the future. It can protect you from future, unwarranted complaints