Basic Tips and Tricks For an Entry Level Desktop Support Technician Jared Gaul & Will Kline

Basic Tips and Tricks For an Entry Level Desktop Support Technician Jared Gaul & Will Kline

Overview

Overview Startup

Overview Startup Troubleshooting peripherals

Overview Startup Troubleshooting peripherals Internet Connectivity

Overview Startup Troubleshooting peripherals Internet Connectivity Device manager

Overview Startup Troubleshooting peripherals Internet Connectivity Device manager Task Manager

Overview Startup Troubleshooting peripherals Internet Connectivity Device manager Task Manager Hardware Replacement

Overview Startup Malware tools Troubleshooting peripherals Internet Connectivity Device manager Task Manager Hardware Replacement

Overview Startup Malware tools Troubleshooting peripherals Misc Volume FN Key Screen Resolution Display settings Internet Connectivity Device manager Task Manager Hardware Replacement

Overview Startup Malware tools Troubleshooting peripherals Misc Volume FN Key Screen Resolution Display settings Internet Connectivity Device manager Task Manager Hardware Replacement Q&A

Startup Issues Blue Screen Possible causes: Malfunctioned Hardware Such as memory, power supply. Poorly written or missing device drivers.

Startup Issues - Reseat or replace the memory - Boot into safe mode - Windows Recovery Hold Shift and press F8 on startup to open Recovery Mode. Select See Advanced Repair Options, press Troubleshoot and select Advanced Options. Click on Windows Startup Settings and press Restart.

Startup Issues No Screen

Startup Issues Things to check: Is it beeping? Any lights? Physical damage? Battery indicator lights? Any screen activity? Is the fan running? Any peripherals connected?

Startup Issues Beeping / Flash Codes Occurs during Post Indicates an issue at startup and is used for troubleshooting common issues. https://www.youtube.com/watch?v=uCAYQ3PcPwI

Startup Issues Dell Lenovo

Troubleshooting Peripherals Printers - USB / Network Keyboards / Mice Audio (external speakers, etc.) Quick Tip duplicating / extending screen

Printers

Wired / USB Printer Is the printer plugged into a multi-outlet strip? -is the strip turned on (don’t laugh)? Is the printer turned on? Is the USB cable connected to your laptop? Can the printer print out a test page? Is the print spooler service on your laptop stopped? Need restarted?

To check the print spooler Right click This PC and select manage Select Services and Applications > Services Locate Print Spooler and select stop Then 4.) navigate to the C:\Windows\System32\Spool 5.) delete any content in the Print Spool folder 6.) restart the Printer Spooler service

Network(able) Printer Does the printer have a valid IP address assigned to it? Can you ping the printer? Can you open the web interface of the printer? Is the Ethernet cable connected properly? Is the network port active? Do you have activity on the Ethernet port?

Mice / Keyboard Is it plugged in? If wireless, is it turned on? Did you replace the batteries? Is the dongle present in the laptop? Is there updated drivers? Is it loaded in the device manager?

How to access device manager Windows + R- sysdm.cpl Right click my computer (This PC) / properties/ device manager Device Manager is a Control Panel applet in Microsoft Windows operating systems. It allows users to view and control the hardware attached to the computer. When a piece of hardware is not working, the offending hardware is highlighted for the user to deal with. The list of hardware can be sorted by various criteria.

Volume - is the computer muted? - is the volume up? - is the audio driver corrupt / missing? - is the default audio device selected? - is there a pair of headsets connected?

Volume *Use Device Manager to check for updates *Uninstall the device (Windows+R- appwiz.cpl) *Scan for hardware changes to see and download driver from the web

Display settings Windows + P - quick access to extended view / duplicate

Internet Connectivity If wired, do you have any activity lights? Does the laptop have an off switch to the wireless? Can you reach any file servers? Valid, current web pages? Check to see if you have a valid ip address using the command: ipconfig

Internet Connectivity Use the FN Key (Brand Specific) Ex) Lenovo - FN + F8

Rebooting Computer A lot of the troubleshooting tips we provided may be resolved by a simple reboot of the computer. Let's face it, not all users shut down their computer on a daily basis. Many small issues can be resolved by a simple restart. The user may tell you : I just powered on the machine ■ Just recently I rebooted... ■ This can be a vague answer as they may just put it to sleep or logged off their account and logged back on. . . Here are some tips on how to get the actual boot time of the computer.

PC Open Command Prompt (CMD) Enter: systeminfo It will generate the system report, scroll to the very top and locate Boot Time:

Mac Uptime Method 1: Select the apple in the upper left corner Select About This Mac Select System Report Select Software Locate Time Since Boot Method 2: Navigate to the applications folder Open the utilities Launch Terminal Enter: UpTime

Hardware Replacement Cracked screens from dropped /thrown laptops Replacement keyboards due to spilled liquid Cracked palm rest / mouse

What to Look for Field Replacement Unit Places to shop FRU Code What does FRU stand for? Field Replacement Unit Places to shop Manufacturer’s Website Where you purchased your equipment Amazon

What to Look for

Virus Removal tools Microsoft Forefront Windows Defender MalwareBytes Ccleaner

Windows Defender

Virus Removal tools malwarebytes https://www.malwarebytes.com/

Virus Removal tools CCleaner https://www.ccleaner.com/

Task Manager Here are a few ways to open Task Manager: Right-click the Taskbar and click on Task Manager. Open Start, do a search for Task Manager and click the result. Use the Ctrl + Shift + Esc keyboard shortcut. Use the Ctrl + Alt + Del keyboard shortcut and click on Task Manager.

Questions?

Thank You! Jared & Will