1. A+ Guide to IT Technical Support, 9th Edition
Chapter 12
Supporting Customers and Troubleshooting Windows
Chapter 12
Supporting Customers and Troubleshooting Windows

2. Objectives
Support customers in the non-technical ways that they want and expect, beyond your technical skills
Apply general strategies and steps to troubleshoot and solve any computer problem
Troubleshoot application problems using appropriate Windows tools
Objectives
Support customers in the non-technical ways that they want and expect, beyond your technical skills
Apply general strategies and steps to troubleshoot and solve any computer problem
Troubleshoot application problems using appropriate Windows tools
A+ Guide to IT Technical Support, 9th Edition

3. What Customers Want: Beyond the Technical Know-How
Commit to providing excellent service and to treating customers as you would want to be treated in a similar situation
Important to be prepared
Includes knowing what customers want, what they don’t like, and what they expect from an IT technician
What Customers Want: Beyond the Technical Know-How
Commit to providing excellent service and to treating customers as you would want to be treated in a similar situation
Important to be prepared
Includes knowing what customers want, what they don’t like, and what they expect from an IT technician
A+ Guide to IT Technical Support, 9th Edition

4. Becoming a Competent and Helpful Support Technician
Traits of a competent and helpful technician:
Trait 1: Be dependable and reliable
Trait 2: Keep a positive and helpful attitude
Trait 3: Listening without interrupting your customer
Trait 4: Proper and polite language
Trait 5: Show sensitivity to cultural differences
Trait 6: Take ownership of the problem
Becoming a Competent and Helpful Support Technician
Traits of a competent and helpful technician:
Trait 1: Be dependable and reliable
Trait 2: Keep a positive and helpful attitude
Trait 3: Listening without interrupting your customer
Trait 4: Proper and polite language
Trait 5: Show sensitivity to cultural differences
Trait 6: Take ownership of the problem
A+ Guide to IT Technical Support, 9th Edition

5. Becoming a Competent and Helpful Support Technician
Traits of a competent and helpful technician (cont’d):
Trait 7: Portray credibility
Trait 8: Work with integrity and honesty
Trait 9: Know the law with respect to your work
Observe the laws concerning use of software
Trait 10: Look and behave professionally
Becoming a Competent and Helpful Support Technician
Traits of a competent and helpful technician (cont’d):
Trait 7: Portray credibility
Trait 8: Work with integrity and honesty
Trait 9: Know the law with respect to your work
Observe the laws concerning use of software
Trait 10: Look and behave professionally
A+ Guide to IT Technical Support, 9th Edition

6. Planning for Good Service
To provide good service there must be a plan that covers the entire service situation
From the first contact with the customer to closing the call
Most good service for customers of IT support begins with entries in call tracking software
Planning for Good Service
To provide good service there must be a plan that covers the entire service situation
From the first contact with the customer to closing the call
Most good service for customers of IT support begins with entries in call tracking software
A+ Guide to IT Technical Support, 9th Edition

7. Call Tracking Software
Call tracking software – tracks support calls and gives technicians a place to keep their call notes
Initial call for help starts the process by creating a ticket
A record of the request and what is happening to resolve it
Stays open until the issue is resolved
Support staff assigned to the ticket document progress in the call tracking system
As an open ticket ages, more attention and resources are assigned to it
Call Tracking Software
Call tracking software – tracks support calls and gives technicians a place to keep their call notes
Initial call for help starts the process by creating a ticket
A record of the request and what is happening to resolve it
Stays open until the issue is resolved
Support staff assigned to the ticket document progress in the call tracking system
As an open ticket ages, more attention and resources are assigned to it
A+ Guide to IT Technical Support, 9th Edition

8. Initial Contact With a Customer
Customers expect both technical and interpersonal skills
Beginning a phone call professionally
Identify yourself and your organization
Ask for and write down name and number of caller
Follow company polices to obtain further information
Be familiar with your company’s customer service policies
Open up the conversation for the caller to describe the problem
Initial Contact With a Customer
Customers expect both technical and interpersonal skills
Beginning a phone call professionally
Identify yourself and your organization
Ask for and write down name and number of caller
Follow company polices to obtain further information
Be familiar with your company’s customer service policies
Open up the conversation for the caller to describe the problem
A+ Guide to IT Technical Support, 9th Edition

9. Initial Contact With a Customer
Technicians should be prepared to:
Know:
The problem to be addressed
The urgency of the situation
What computer, software, and hardware need servicing
Arrive with a complete set of equipment needed
Greet customer in a friendly manner and shake hands
Listen and ask questions
Initial Contact With a Customer
Technicians should be prepared to:
Know:
The problem to be addressed
The urgency of the situation
What computer, software, and hardware need servicing
Arrive with a complete set of equipment needed
Greet customer in a friendly manner and shake hands
Listen and ask questions
A+ Guide to IT Technical Support, 9th Edition

10. Interview the Customer
As you ask questions:
Take notes
Keep asking questions until you thoroughly understand the problems
Have customers reproduce the problem
Use diplomacy and good manners
Interview the Customer
As you ask questions:
Take notes
Keep asking questions until you thoroughly understand the problems
Have customers reproduce the problem
Use diplomacy and good manners
A+ Guide to IT Technical Support, 9th Edition

11. Set and Meet Customer Expectations
Important to create an expectation of certainty with customers
Establish a timeline with your customer for completion of a project
Keep customer informed of progress
Give the customer an opportunity to make decisions about repairs
Repair or replace?
Help them decide which is to their advantage
Set and Meet Customer Expectations
Important to create an expectation of certainty with customers
Establish a timeline with your customer for completion of a project
Keep customer informed of progress
Give the customer an opportunity to make decisions about repairs
Repair or replace?
Help them decide which is to their advantage
A+ Guide to IT Technical Support, 9th Edition

12. Working With a Customer On Site
Avoid distractions
Don’t accept personal calls on your cell phone
Or use social media
Answer calls from work, but keep call to a minimum
If you must excuse yourself, explain to the customer and return as soon as possible
When working at a user’s desk:
Be as unobtrusive as possible as you work
Keep tools and papers out of customer’s way
Protect customer’s confidential materials
Working With a Customer On Site
Avoid distractions
Don’t accept personal calls on your cell phone
Or use social media
Answer calls from work, but keep call to a minimum
If you must excuse yourself, explain to the customer and return as soon as possible
When working at a user’s desk:
Be as unobtrusive as possible as you work
Keep tools and papers out of customer’s way
Protect customer’s confidential materials
A+ Guide to IT Technical Support, 9th Edition

13. Working With a Customer On Site
When working at a user’s desk (cont’d):
Don’t take over the mouse or keyboard without permission
Ask permission to use the printer or other equipment
Don’t use the phone without permission
Don’t pile your tools on top of user’s papers
Accept personal inconvenience to accommodate the user’s urgent business needs
If user is present, ask before making a software or hardware change
Don’t disclose information on social media
Working With a Customer On Site
When working at a user’s desk (cont’d):
Don’t take over the mouse or keyboard without permission
Ask permission to use the printer or other equipment
Don’t use the phone without permission
Don’t pile your tools on top of user’s papers
Accept personal inconvenience to accommodate the user’s urgent business needs
If user is present, ask before making a software or hardware change
Don’t disclose information on social media
A+ Guide to IT Technical Support, 9th Edition

14. Working With a Customer On the Phone
Requires more interaction with customers
Must be able to visualize what the customer sees
Patience is required if dealing with novice user
If call is disconnected, call back immediately
Don’t eat or drink while on the phone
If caller must be put on hold, tell them how long it will be before you get back to them
Speak clearly and slowly
Keep small talk upbeat and positive
Working With a Customer On the Phone
Requires more interaction with customers
Must be able to visualize what the customer sees
Patience is required if dealing with novice user
If call is disconnected, call back immediately
Don’t eat or drink while on the phone
If caller must be put on hold, tell them how long it will be before you get back to them
Speak clearly and slowly
Keep small talk upbeat and positive
A+ Guide to IT Technical Support, 9th Edition

15. Dealing With Difficult Customers
When trying to solve a problem over the phone and the customer is not knowledgeable:
Be specific with your instructions
Don’t ask the customer to do something that might destroy settings or files without having them back up first
Ask customer what is displayed on the screen to help track keystrokes
Follow along at your own computer
Give the customer plenty of opportunity to ask questions
Dealing With Difficult Customers
When trying to solve a problem over the phone and the customer is not knowledgeable:
Be specific with your instructions
Don’t ask the customer to do something that might destroy settings or files without having them back up first
Ask customer what is displayed on the screen to help track keystrokes
Follow along at your own computer
Give the customer plenty of opportunity to ask questions
A+ Guide to IT Technical Support, 9th Edition

16. Dealing With Difficult Customers
When trying to solve a problem over the phone and the customer is not knowledgeable (cont’d):
Compliment the customer whenever you can
If customer cannot help you solve the problem without a lot of coaching, tactfully request that the caller have someone with more experience call you
Dealing With Difficult Customers
When trying to solve a problem over the phone and the customer is not knowledgeable (cont’d):
Compliment the customer whenever you can
If customer cannot help you solve the problem without a lot of coaching, tactfully request that the caller have someone with more experience call you
A+ Guide to IT Technical Support, 9th Edition

17. Dealing With Difficult Customers
When the customer is overly confident:
Compliment the customer’s knowledge, experience, or insight
Slow the conversation down
Don’t back off from using problem solving skills
Be careful not to accuse the customer of making a mistake
Even though the customer might be using technical jargon, do not use jargon back to the customer
Dealing With Difficult Customers
When the customer is overly confident:
Compliment the customer’s knowledge, experience, or insight
Slow the conversation down
Don’t back off from using problem solving skills
Be careful not to accuse the customer of making a mistake
Even though the customer might be using technical jargon, do not use jargon back to the customer
A+ Guide to IT Technical Support, 9th Edition

18. Dealing With Difficult Customers
When the customer complains:
Be an active listener, and let customers know they are not being ignored
Give the customer a little time to vent, and apologize when you can
Start conversation over from beginning
Don’t be defensive
Know how your employer wants you to handle a situation where you were verbally abused
Dealing With Difficult Customers
When the customer complains:
Be an active listener, and let customers know they are not being ignored
Give the customer a little time to vent, and apologize when you can
Start conversation over from beginning
Don’t be defensive
Know how your employer wants you to handle a situation where you were verbally abused
A+ Guide to IT Technical Support, 9th Edition

19. Dealing With Difficult Customers
When the customer complains (cont’d):
If the customer is complaining about a product or service that is not from you company, don’t say “That’s not our problem”
If the complaint is against you or your product, identify the underlying problem if you can
Sometimes simply making progress or reducing the problem to a manageable state reduces the customer’s anxiety
Point out ways you think communication could be improved
Dealing With Difficult Customers
When the customer complains (cont’d):
If the customer is complaining about a product or service that is not from you company, don’t say “That’s not our problem”
If the complaint is against you or your product, identify the underlying problem if you can
Sometimes simply making progress or reducing the problem to a manageable state reduces the customer’s anxiety
Point out ways you think communication could be improved
A+ Guide to IT Technical Support, 9th Edition

20. The Customer Decides When the Work Is Done
When you think a problem is solved, allow customer to decide when the service is finished
Complete these tasks before closing the call:
Reboot computer to make sure you have not caused a problem with the boot
Allow the customer enough time to be fully satisfied that all is working
Ask user to verify any restored data
Review service call with the customer
Explain preventative maintenance to the customer
The Customer Decides When the Work Is Done
When you think a problem is solved, allow customer to decide when the service is finished
Complete these tasks before closing the call:
Reboot computer to make sure you have not caused a problem with the boot
Allow the customer enough time to be fully satisfied that all is working
Ask user to verify any restored data
Review service call with the customer
Explain preventative maintenance to the customer
A+ Guide to IT Technical Support, 9th Edition

21. Sometimes You Must Escalate a Problem
Every technician does not know how to solve every problem with a computer
Sometimes, a problem needs to be assigned to someone higher in the support chain
If that happens, follow through to make sure the customer and new support person have made contact
Sometimes You Must Escalate a Problem
Every technician does not know how to solve every problem with a computer
Sometimes, a problem needs to be assigned to someone higher in the support chain
If that happens, follow through to make sure the customer and new support person have made contact
A+ Guide to IT Technical Support, 9th Edition

22. Working With Co-Workers
Put business matters above personal matters
Do not be personally offended when someone lets you down or does not please you
Keep negative opinions to yourself
Practice good organization skills
Know your limitations and be willing to admit when you can’t do something
Working With Co-Workers
Put business matters above personal matters
Do not be personally offended when someone lets you down or does not please you
Keep negative opinions to yourself
Practice good organization skills
Know your limitations and be willing to admit when you can’t do something
A+ Guide to IT Technical Support, 9th Edition

23. Strategies To Troubleshoot Any Computer Problem
Should first approach the problem as an investigator
Be careful not to compound the problem through actions before discovering as much as you can about the problem
Ask questions until you understand the source of the problem
A systematic method used by most expert troubleshooters is introduced in this chapter
Refer to the diagram on the next slide
Strategies To Troubleshoot Any Computer Problem
Should first approach the problem as an investigator
Be careful not to compound the problem through actions before discovering as much as you can about the problem
Ask questions until you understand the source of the problem
A systematic method used by most expert troubleshooters is introduced in this chapter
Refer to the diagram on the next slide
A+ Guide to IT Technical Support, 9th Edition

24. Strategies To Troubleshoot Any Computer Problem
Figure General approach to problem solving
A+ Guide to IT Technical Support, 9th Edition

25. Strategies To Troubleshoot Any Computer Problem
There are 13 rules introduced throughout the chapter that might be useful when troubleshooting
Here is Troubleshooting Rule #1: Approach the Problem Systematically
Start at the beginning and walk through it carefully
If you find more than one problem on the same computer, work on only one problem at a time
Trying to solve more than one at a time can get very confusing
Strategies To Troubleshoot Any Computer Problem
There are 13 rules introduced throughout the chapter that might be useful when troubleshooting
Here is Troubleshooting Rule #1: Approach the Problem Systematically
Start at the beginning and walk through it carefully
If you find more than one problem on the same computer, work on only one problem at a time
Trying to solve more than one at a time can get very confusing
A+ Guide to IT Technical Support, 9th Edition

26. Step 1: Interview the User and Back Up Data
Some possible questions to ask:
Please describe the problem. What error messages, unusual displays, or failures did you see?
When did the problem start?
What was the situation when the problem occurred?
What programs or software were you using?
What changes have recently been made to the system?
Has there been a recent thunderstorm or electrical problem?
Step 1: Interview the User and Back Up Data
Some possible questions to ask:
Please describe the problem. What error messages, unusual displays, or failures did you see?
When did the problem start?
What was the situation when the problem occurred?
What programs or software were you using?
What changes have recently been made to the system?
Has there been a recent thunderstorm or electrical problem?
A+ Guide to IT Technical Support, 9th Edition

27. Step 1: Interview the User and Back Up Data
Some possible questions to ask (cont’d):
Have you made any hardware, software, or configuration changes?
Has someone else used your computer recently?
Is there some valuable data on your system that is not backed up that I should know about before I start working on the problem?
Can you show me how to reproduce the problem?
Step 1: Interview the User and Back Up Data
Some possible questions to ask (cont’d):
Have you made any hardware, software, or configuration changes?
Has someone else used your computer recently?
Is there some valuable data on your system that is not backed up that I should know about before I start working on the problem?
Can you show me how to reproduce the problem?
A+ Guide to IT Technical Support, 9th Edition

28. Step 1: Interview the User and Back Up Data
Troubleshooting Rule #2: Establish Your Priorities
Decide what your first priority is
When practical, ask user for help deciding priorities
Troubleshooting Rule #3: Beware of User Error
If you suspect this, ask user to show you the problem and watch what the user is doing
Troubleshooting Rule #4: Keep Your Cool and Don’t Rush
A wrong move can be costly – carefully plan your moves and research the problem
Step 1: Interview the User and Back Up Data
Troubleshooting Rule #2: Establish Your Priorities
Decide what your first priority is
When practical, ask user for help deciding priorities
Troubleshooting Rule #3: Beware of User Error
If you suspect this, ask user to show you the problem and watch what the user is doing
Troubleshooting Rule #4: Keep Your Cool and Don’t Rush
A wrong move can be costly – carefully plan your moves and research the problem
A+ Guide to IT Technical Support, 9th Edition

29. Step 1: Interview the User and Back Up Data
Back up any important data that is not currently backed up before you begin working
If computer won’t boot to Windows desktop, use File/Windows Explorer to copy files to a flash drive
If File/Windows Explorer can’t be used
Remove the hard drive and connect to a USB port on another computer
Copy the data to the other computer
Step 1: Interview the User and Back Up Data
Back up any important data that is not currently backed up before you begin working
If computer won’t boot to Windows desktop, use File/Windows Explorer to copy files to a flash drive
If File/Windows Explorer can’t be used
Remove the hard drive and connect to a USB port on another computer
Copy the data to the other computer
A+ Guide to IT Technical Support, 9th Edition

30. Step 2: Examine The System and Make Your Best Guess
Troubleshooting Rule #5: Make No Assumptions
Hardest rule to follow
Do your own investigating after the user tells you about the problem
Troubleshooting Rule #6: Try the Simple Things First
Most problem are easy to fix
Check simple things first
Example: if USB drive is not working, verify the drive works on another computer before verifying drivers
Step 2: Examine The System and Make Your Best Guess
Troubleshooting Rule #5: Make No Assumptions
Hardest rule to follow
Do your own investigating after the user tells you about the problem
Troubleshooting Rule #6: Try the Simple Things First
Most problem are easy to fix
Check simple things first
Example: if USB drive is not working, verify the drive works on another computer before verifying drivers
A+ Guide to IT Technical Support, 9th Edition

31. Step 2: Examine The System and Make Your Best Guess
Follow this process to form best theory and test:
Reproduce the problem and observe for yourself what the user described
Decide if the problem is hardware or software related
Make your best guess as to the source of the problem
Example: if video does not work, a best guess is the monitor cables are loose or the monitor is turned off
Troubleshooting Rule #7: Become a Researcher
Search the web, ask questions, read documentation, make phone calls
Step 2: Examine The System and Make Your Best Guess
Follow this process to form best theory and test:
Reproduce the problem and observe for yourself what the user described
Decide if the problem is hardware or software related
Make your best guess as to the source of the problem
Example: if video does not work, a best guess is the monitor cables are loose or the monitor is turned off
Troubleshooting Rule #7: Become a Researcher
Search the web, ask questions, read documentation, make phone calls
A+ Guide to IT Technical Support, 9th Edition

32. Step 2: Examine The System and Make Your Best Guess
Figure Search the manufacturer web sites for help with a
hardware or software product
A+ Guide to IT Technical Support, 9th Edition

33. Step 3: Test Your Theory Example of a test:
Video does not work and you suspect loose cables
Check the connection and discover that it is loose
Connect it securely and problem is solved
Example that includes testing an incorrect guess:
DVD drive won’t read a DVD, suspect a scratched DVD
DVD looks fine, no scratch
Next guess, DVD drive is not recognized by Windows
Check Device Manager and it reports errors
Next guess, drivers are corrupted
Step 3: Test Your Theory
Example of a test:
Video does not work and you suspect loose cables
Check the connection and discover that it is loose
Connect it securely and problem is solved
Example that includes testing an incorrect guess:
DVD drive won’t read a DVD, suspect a scratched DVD
DVD looks fine, no scratch
Next guess, DVD drive is not recognized by Windows
Check Device Manager and it reports errors
Next guess, drivers are corrupted
A+ Guide to IT Technical Support, 9th Edition

34. Step 3: Test Your Theory Troubleshooting Rule #8: Divide and Conquer
Isolate the problem – Remove one hardware or software component after another until the problem is isolated
Try the following:
In Windows, perform a clean boot to eliminate all nonessential startup programs and services
Boot from a bootable DVD or flash drive to eliminate OS and startup files on the hard drive
Step 3: Test Your Theory
Troubleshooting Rule #8: Divide and Conquer
Isolate the problem – Remove one hardware or software component after another until the problem is isolated
Try the following:
In Windows, perform a clean boot to eliminate all nonessential startup programs and services
Boot from a bootable DVD or flash drive to eliminate OS and startup files on the hard drive
A+ Guide to IT Technical Support, 9th Edition

35. Step 3: Test Your Theory Troubleshooting Rule #9: Write Things Down
Take notes, draw diagrams, make lists
Troubleshooting Rule #10: Don’t Assume the Worst
When working with a hard drive that is not working, don’t assume that data is lost
Troubleshooting Rule #11: Reboot and Start Over
Take a break, walk away from the problem
Come back and begin again
Step 3: Test Your Theory
Troubleshooting Rule #9: Write Things Down
Take notes, draw diagrams, make lists
Troubleshooting Rule #10: Don’t Assume the Worst
When working with a hard drive that is not working, don’t assume that data is lost
Troubleshooting Rule #11: Reboot and Start Over
Take a break, walk away from the problem
Come back and begin again
A+ Guide to IT Technical Support, 9th Edition

36. Step 4: Plan Your Solution and Then Fix the Problem
Troubleshooting Rule #12: Use the Least Invasive Solution First
Fix the problem so that they system returns to normal working condition with the least amount of effort
Troubleshooting Rule #13: Know Your Starting Point
Find out what works and doesn’t work before you take anything apart
Step 4: Plan Your Solution and Then Fix the Problem
Troubleshooting Rule #12: Use the Least Invasive Solution First
Fix the problem so that they system returns to normal working condition with the least amount of effort
Troubleshooting Rule #13: Know Your Starting Point
Find out what works and doesn’t work before you take anything apart
A+ Guide to IT Technical Support, 9th Edition

37. Step 4: Plan Your Solution and Then Fix the Problem
Plan your solution and fix the problem:
Consider different solutions and select the least invasive one
Before applying your solution, determine what works and what doesn’t work
Fix the problem
Step 4: Plan Your Solution and Then Fix the Problem
Plan your solution and fix the problem:
Consider different solutions and select the least invasive one
Before applying your solution, determine what works and what doesn’t work
Fix the problem
A+ Guide to IT Technical Support, 9th Edition

38. Step 5: Verify the Fix and Take Preventative Action
After problem is fixed:
Reboot the system and verify all is well
Have the user check everything and verify also
Ask yourself this question: Could this problem have been prevented?
If so, instruct the user on what to do, set Widows to automatically install updates, etc…
Step 5: Verify the Fix and Take Preventative Action
After problem is fixed:
Reboot the system and verify all is well
Have the user check everything and verify also
Ask yourself this question: Could this problem have been prevented?
If so, instruct the user on what to do, set Widows to automatically install updates, etc…
A+ Guide to IT Technical Support, 9th Edition

39. Step 6: Document What Happened
Reasons to document:
Help when troubleshooting the next situation
Train others
Develop effective preventative maintenance plans
Satisfy any audits or employer queries about your work
Many companies use Help Desk Software to record this information
Step 6: Document What Happened
Reasons to document:
Help when troubleshooting the next situation
Train others
Develop effective preventative maintenance plans
Satisfy any audits or employer queries about your work
Many companies use Help Desk Software to record this information
A+ Guide to IT Technical Support, 9th Edition

40. Troubleshooting Applications
Problems with an application might be caused by:
The application
Hardware
The operating system
Data
Other applications in conflict with the application
User
Troubleshooting Applications
Problems with an application might be caused by:
The application
Hardware
The operating system
Data
Other applications in conflict with the application
User
A+ Guide to IT Technical Support, 9th Edition

41. General Steps For Solving Application Errors
Step 1: Interview the User and Back Up Data
Ask the user to reproduce the problem while you watch
Try a reboot
Step 2: Error Messages, the Web, Co-Workers, and Logs Might Help
Error messages and the Action Center
Use Event Viewer and Reliability Monitor to look for clues
Find and ask for help
General Steps For Solving Application Errors
Step 1: Interview the User and Back Up Data
Ask the user to reproduce the problem while you watch
Try a reboot
Step 2: Error Messages, the Web, Co-Workers, and Logs Might Help
Error messages and the Action Center
Use Event Viewer and Reliability Monitor to look for clues
Find and ask for help
A+ Guide to IT Technical Support, 9th Edition

42. General Steps For Solving Application Errors
Step 3: Consider the Data or the Application is Corrupted
Consider data corruption
Application settings might be wrong
The application might be corrupted
Uninstall and reinstall the application
General Steps For Solving Application Errors
Step 3: Consider the Data or the Application is Corrupted
Consider data corruption
Application settings might be wrong
The application might be corrupted
Uninstall and reinstall the application
A+ Guide to IT Technical Support, 9th Edition

43. General Steps For Solving Application Errors
Step 4: Consider Outside Interference
Suspect a virus
System resources might be low
A service may have failed to start
Bad memory
Corrupted hard drive
A background program might be conflicting with the application
General Steps For Solving Application Errors
Step 4: Consider Outside Interference
Suspect a virus
System resources might be low
A service may have failed to start
Bad memory
Corrupted hard drive
A background program might be conflicting with the application
A+ Guide to IT Technical Support, 9th Edition

44. General Steps For Solving Application Errors
Step 5: Consider Windows Might Be the Problem
A problem with an application might be solved by updating or restoring Windows system files
Download Windows updates
Use System File Checker to verify and replace system files
Boot Windows in Safe Mode
Use System Restore
General Steps For Solving Application Errors
Step 5: Consider Windows Might Be the Problem
A problem with an application might be solved by updating or restoring Windows system files
Download Windows updates
Use System File Checker to verify and replace system files
Boot Windows in Safe Mode
Use System Restore
A+ Guide to IT Technical Support, 9th Edition

45. Memory Diagnostics Identifies problem with memory
Eliminates memory as problem source
Use one of these methods to start the utility
Command Prompt window command: mdsched.exe
If you cannot boot from the hard drive, boot from the Windows setup DVD, click Repair your computer
For Windows 8, click Troubleshoot and then Advanced options, click Command Prompt, enter mdsched.exe
For Windows 7, select the Windows installation to repair, on the System Recovery Options screen, click Windows Memory Diagnostic
Memory Diagnostics
Identifies problem with memory
Eliminates memory as problem source
Use one of these methods to start the utility
Command Prompt window command: mdsched.exe
If you cannot boot from the hard drive, boot from the Windows setup DVD, click Repair your computer
For Windows 8, click Troubleshoot and then Advanced options, click Command Prompt, enter mdsched.exe
For Windows 7, select the Windows installation to repair, on the System Recovery Options screen, click Windows Memory Diagnostic
A+ Guide to IT Technical Support, 9th Edition

46. System File Checker System file checker (SFC)
SFC protects system files and keeps cache current
Can refresh a damaged file
Run SFC in elevated command prompt window: sfc /scannow
If corrupted system files are found, might need the Windows setup DVD to restore files
If SFC won’t run using the above command, try the command sfc /scanonce
Will scan files immediately after the next reboot
System File Checker
System file checker (SFC)
SFC protects system files and keeps cache current
Can refresh a damaged file
Run SFC in elevated command prompt window: sfc /scannow
If corrupted system files are found, might need the Windows setup DVD to restore files
If SFC won’t run using the above command, try the command sfc /scanonce
Will scan files immediately after the next reboot
A+ Guide to IT Technical Support, 9th Edition

47. Responding To Specific Error Messages
When An Application Hangs:
Use Task Manager to end it
If Task Manager can’t end it, use the Tasklist and Taskkill commands
Tasklist command returns the process identify (PID)
Taskkill command uses the process ID to kill the process
Example:
use taskkill | more to list running processes
Note the PID of the process you want to end (ex. 7132)
Enter taskkill /f /pid:7132 to forcefully kill the process
Responding To Specific Error Messages
When An Application Hangs:
Use Task Manager to end it
If Task Manager can’t end it, use the Tasklist and Taskkill commands
Tasklist command returns the process identify (PID)
Taskkill command uses the process ID to kill the process
Example:
use taskkill | more to list running processes
Note the PID of the process you want to end (ex. 7132)
Enter taskkill /f /pid:7132 to forcefully kill the process
A+ Guide to IT Technical Support, 9th Edition

48. Responding To Specific Error Messages
When a File Fails to Open
Windows depends on the file extension to associate a data file with an application used to open it
Called a file association
A program associated with a file extension is called a default program
When Windows doesn’t know which application to call on to open a file, it displays an error message
Solution: change the file association for the data file’s file extension
Responding To Specific Error Messages
When a File Fails to Open
Windows depends on the file extension to associate a data file with an application used to open it
Called a file association
A program associated with a file extension is called a default program
When Windows doesn’t know which application to call on to open a file, it displays an error message
Solution: change the file association for the data file’s file extension
A+ Guide to IT Technical Support, 9th Edition

49. Responding To Specific Error Messages
When a Service Fails to Start
Can be caused by a corrupted or missing service program
Or the service might not be configured to launch at startup
Check the Services console to make sure the service is set to start automatically
Use the service’s Properties box to find the path and filename to the executable program
Next, use Explorer to make sure the program file is not missing
Responding To Specific Error Messages
When a Service Fails to Start
Can be caused by a corrupted or missing service program
Or the service might not be configured to launch at startup
Check the Services console to make sure the service is set to start automatically
Use the service’s Properties box to find the path and filename to the executable program
Next, use Explorer to make sure the program file is not missing
A+ Guide to IT Technical Support, 9th Edition

50. Responding To Specific Error Messages
When A DLL Is Missing or a Component Is Not Registered
Most applications have many small programs called components that serve the main program
These small component services often have a .DLL extension (Dynamic Link Library)
When an error message appear about a missing DLL
Reinstall the application
Recover it from backup or from the application installation files
Responding To Specific Error Messages
When A DLL Is Missing or a Component Is Not Registered
Most applications have many small programs called components that serve the main program
These small component services often have a .DLL extension (Dynamic Link Library)
When an error message appear about a missing DLL
Reinstall the application
Recover it from backup or from the application installation files
A+ Guide to IT Technical Support, 9th Edition

51. Responding To Specific Error Messages
When A DLL Is Missing or a Component Is Not Registered (cont’d)
The relationship between the main program and the component might be broken
Use a Microsoft Management Console snap-in called Component Services (COM+) to register components
On older versions of Windows use the Regsvr32.exe program to register the component
Responding To Specific Error Messages
When A DLL Is Missing or a Component Is Not Registered (cont’d)
The relationship between the main program and the component might be broken
Use a Microsoft Management Console snap-in called Component Services (COM+) to register components
On older versions of Windows use the Regsvr32.exe program to register the component
A+ Guide to IT Technical Support, 9th Edition

52. Responding To Specific Error Messages
Figure Use the Component Services window to register components used by an application
A+ Guide to IT Technical Support, 9th Edition

53. Responding To Specific Error Messages
Figure Use the regsvr32 command to register or unregister an application component
A+ Guide to IT Technical Support, 9th Edition

54. Responding To Specific Error Messages
When the Application Has Never Worked
Update Windows and search the web
Run the installation program or application as an administrator
Consider whether an older application is having compatibility problems with Windows
Verify that the application is digitally signed
Responding To Specific Error Messages
When the Application Has Never Worked
Update Windows and search the web
Run the installation program or application as an administrator
Consider whether an older application is having compatibility problems with Windows
Verify that the application is digitally signed
A+ Guide to IT Technical Support, 9th Edition

55. Responding To Specific Error Messages
Figure Execute a program using administrative privileges
A+ Guide to IT Technical Support, 9th Edition

56. Responding To Specific Error Messages
Figure This program is digitally signed
A+ Guide to IT Technical Support, 9th Edition

57. Summary Customers want more than just technical know-how
Customers expect their first contact to be professional and friendly
Know how to ask penetrating questions when interviewing a customer about a problem
Set and meet customer expectations with good communication
Deal confidently and gracefully with customers who are difficult
Find out how to escalate a problem you cannot solve
Summary
Customers want more than just technical know-how
Customers expect their first contact to be professional and friendly
Know how to ask penetrating questions when interviewing a customer about a problem
Set and meet customer expectations with good communication
Deal confidently and gracefully with customers who are difficult
Find out how to escalate a problem you cannot solve
A+ Guide to IT Technical Support, 9th Edition

58. Summary
Many technicians use a six step troubleshooting process to help them solve PC related problems
A problem with an application might be caused by the application, the hardware, the OS, the data, other applications in conflict, or the user
Windows error messages and logs can help examine a system looking for the source of an application problem
There are many tools and features available in Windows to address specific application error messages
Summary
Many technicians use a six step troubleshooting process to help them solve PC related problems
A problem with an application might be caused by the application, the hardware, the OS, the data, other applications in conflict, or the user
Windows error messages and logs can help examine a system looking for the source of an application problem
There are many tools and features available in Windows to address specific application error messages
A+ Guide to IT Technical Support, 9th Edition