PC Components Troubleshooting Problems with Personal Computers Computer Engineering Level 1 Objective 102.01 Copyright ExplorNet™

Troubleshooting PCs Troubleshooting Theory: Component One… How the computer works as a whole Simple walk through example of printing a picture on the printer… Turn on the printer then the computer. (What are you looking for when successful?) Log onto the computer and display the picture located on your computer. (How did the file information turn into a picture on the display?) Print the picture on the printer.(Did the picture print exactly like the display?)

Troubleshooting PCs Troubleshooting Models: Component Two… You need a method of attack You need to develop a method or plan to determine solutions to problems. Questioning to get the facts Open-ended questions become closed-ended questions Isolating the problem Fix the problem Communicate with everyone

Troubleshooting PCs Customer Service: Component Three… Completing the process while under pressure The old saying “The customer is always right” is as true today as it ever was. It’s NOT easy troubleshooting a problem with an angry customer pressuring you. Establishing a rapport with the customer Handling customer complaints Be professional and stay on-topic Listen carefully Use courtesy and good manners Take notes

Troubleshooting PCs Troubleshooting Processes As you work through the troubleshooting process, fully understand the subsystems As yourself which of the components are involved in the faulted computing process. Is the problem in the boot process? Is the problem in the application process? Does the problem seem to be one specific hardware/software component?

Troubleshooting PCs Troubleshooting Techniques Techniques to troubleshoot computers are many and varied Make sure you research before you start! Use your senses Quick check first Is the problem hardware or software Cold boot and count to ten Read the directions Get to a bare-bone machine One at a time Document everything

Troubleshooting PCs Troubleshooting Techniques CompTIA’s Six Steps of Troubleshooting The following are CompTIA’s steps for troubleshooting, outlined in the A+ Core Exam objectives. Be familiar with these before attempting A+ certification! Identify the problem. Establish a theory of probable cause. Test the theory to determine cause. Establish a plan of action to resolve the problem and implement the solution. Verify full system functionality and if applicable implement preventative measures. Document findings, actions and outcomes.

Troubleshooting PCs Troubleshooting Tools Know both software and hardware tools that help you troubleshoot Make yourself a “tool box” of items you could use when troubleshooting