Computer /nm./: a device designed to speed and automate errors Hardware /nm./: the part of the computer that you can kick — From the Jargon File The Anatomy of a Computer Bill Lester - NinthBridge

You have nothing to fear, but fear itself!

The Anatomy of a Computer Define Terms Examine Scenarios Learn about Tools Learn about Resources Perform Activities Objectives:

"The computer allows you to make mistakes faster than any other invention, with the possible exception of guns and vodka." “…any of a variety of electronic devices that are capable of accepting data and instructions, executing the instructions to process the data, and presenting the results. A computer typically has a central processing unit (CPU), internal and external memory storage, and various input/output devices such as a keyboard, display screen, and printer. A computer system consists of hardware (the physical components of the system) and software (the programs used by the computer to carry out its operations)…” Computers * Microprocessor Motherboard/Bus * Operating System Power * Memory * Ports * Input Data Storage * Display * Peripherals What is a Computer?

Microprocessor Motherboard/Bus Operating System Power Memory Input/Output Ports Input Devices Data Storage Devices Display Peripherals Computers * Microprocessor Motherboard/Bus * Operating System Power * Memory * Ports * Input Data Storage * Display * Peripherals Anatomy of a Computer

Computers * Microprocessor Motherboard/Bus * Operating System Power * Memory * Ports * Input Data Storage * Display * Peripherals Microprocessor

Computers * Microprocessor Motherboard/Bus * Operating System Power * Memory * Ports * Input Data Storage * Display * Peripherals Motherboard/Bus

Windows –XP –2000 –NT –98 MAC OS –10.x LINUX –Red Hat 8.0 Computers * Microprocessor Motherboard/Bus * Operating System Power * Memory * Ports * Input Data Storage * Display * Peripherals Operating System

Computers * Microprocessor Motherboard/Bus * Operating System Power * Memory * Ports * Input Data Storage * Display * Peripherals Power

Computers * Microprocessor Motherboard/Bus * Operating System Power * Memory * Ports * Input Data Storage * Display * Peripherals Memory

Computers * Microprocessor Motherboard/Bus * Operating System Power * Memory * Ports * Input Data Storage * Display * Peripherals Input/Output Ports

Computers * Microprocessor Motherboard/Bus * Operating System Power * Memory * Ports * Input Data Storage * Display * Peripherals Input Devices

Computers * Microprocessor Motherboard/Bus * Operating System Power * Memory * Ports * Input Data Storage * Display * Peripherals Data Storage Devices

Computers * Microprocessor Motherboard/Bus * Operating System Power * Memory * Ports * Input Data Storage * Display * Peripherals Display

Computers * Microprocessor Motherboard/Bus * Operating System Power * Memory * Ports * Input Data Storage * Display * Peripherals Peripherals

Exercise Lets take apart a computer! –Open –Label –Identify –Reassemble

What is “Troubleshooting”? What is the best methodology for troubleshooting? What is the most common mistake in troubleshooting? Troubleshooting Objectives:

Description Environment History Change History Define the Problem Problem Identification * Assumptions Causes * Resolution Exercises * Resources

Software Hardware Operating System Drivers Network Internet External Miracle And #1 cause: USER! Define the range of causes Problem Identification * Assumptions Causes * Resolution Exercises * Resources

Don’t assume that you do not have the skills to solve the problem Don’t assume that there are multiple causes to your problem Do realize that you may be able to take the troubleshooting to an intermediate point, and then you will have to consult an “expert”. Assume that this problem has happened before to others Assume that there is a resolution to your problem Assumptions Problem Identification * Assumptions Causes * Resolution Exercises * Resources

Assume there are resources that will help you solve your problem –Peer Resources –Expert Resources –Isolated Resources The most difficult problems to troubleshoot are intermittent problems The most frustrating problems to troubleshoot are those where the solution relies on the active participation of other troubleshooters Assumptions Problem Identification * Assumptions Causes * Resolution Exercises * Resources

Ask lots of questions, but don’t be accusatory Clues –Error messages –Funny smells –Liquids –Static electricity –Warm room/computer –Logs –Utilities Survey nearby users Begin the systematic elimination of causes Problem Identification * Assumptions Causes * Resolution Exercises * Resources

Start with the simplest/most obvious –Is the plug in? –When in doubt, reboot –Can you duplicate the problem? Notice if anything changes during the troubleshooting process. Nothing is too silly/stupid Eliminate big items –Is it just this machine or all machines? –Is it just this user or other/all users? –Is it this version of the software/hardware or other/all versions? Eliminate items that have multiple sub-items Begin the systematic elimination of causes Problem Identification * Assumptions Causes * Resolution Exercises * Resources

Change only one thing at a time! –Takes a while, but is the most effective methodology for identifying the cause of a problem Alternative method –Multiple changes, if clear and easy Make the enduser part of the troubleshooting team (if appropriate) Begin the systematic elimination of causes Problem Identification * Assumptions Causes * Resolution Exercises * Resources

Be certain that you have identified/resolved the problem –Test and retest Try to explain to the user the problem’s cause/resolution Document – Don’t reinvent the wheel Resolution Problem Identification * Assumptions Causes * Resolution Exercises * Resources

Exercise - Describe an interesting troubleshooting experience. Exercise – The printer doesn’t work Exercise – I can’t find the NE key Exercise – The Internet doesn’t work Exercises Problem Identification * Assumptions Causes * Resolution Exercises * Resources

Resources Problem Identification * Assumptions Causes * Resolution Exercises * Resources