1. Basic Troubleshooting Or: Repairing the Inevitable System Crash
Written by
Ben Edwards
Georgia CTAE
Resource Network
2010

2. Intro to Troubleshooting
Troubleshooting is a logical, systematic search for the source of a problem, so that it can be solved.
Objective: Be able to identify, evaluate, and correct computer-based problems using resources such as hardware, software, and online support.

3. The Three Rules Remain calm and logical
Troubleshooting is a rational process of elimination in a complex environment
Document
This way you don’t
do things more times
than necessary
You also must remember
what you’ve done in
order to potentially undo it!
Do no harm
Make a backup
Make sure you can undo any changes you make
It is possible to make your situation worse!

4. Getting Started Start with the basics
Make sure you are dealing with an error, and not just doing something wrong.
Make sure everything is connected and on.
Try closing the document/application (if applicable).
Try rebooting the computer, resetting the modem, router, printer, etc. (After you’ve saved your work, of course!).

5. Problem Solving
A variant of the general problem solving techniques you learned earlier can be used for troubleshooting.
Identify the problem
Gather Information
Propose Solution No
Test Solution
Success?
Yes
Document Solution

6. Identify the problem
Define the symptoms as clearly and fully as possible
As always, document.
Write down the error message, the problem application, or the specific problem.

7. Gather Information Record any changes you’ve made
What have you added, removed, changed, or done recently?
Record your current configuration
Hardware, operating system, etc.
Gather resources

8. Resources Number 1 Resource: The Internet Diagnostic tools
Chances are your question has already been answered somewhere. Online forums like spywareinfoforum.com and bleepingcomputer.com are useful tools.
Online virus scanners like Kaspersky, PandaSecurity, and BitDefender.
Diagnostic tools
Network, hard drive, memory, and other diagnostic and recovery tools available for free (all available on Hiren’s Boot CD)
Virus and Malware scanners like AVG, Malwarebytes, HijackThis
Tech support
Keep the phone numbers for your various hardware and software tech support handy

9. Propose Solutions Start with the easiest and most likely solutions
Have a plan
Process of elimination: eliminate most likely and easiest solutions first, either solving the problem along the way or eventually leaving only one possibility.

10. Test Solution Change only one variable at a time!
Test individual possibilities rather than trying multiple solutions at once.
Document each change so that you can potentially undo it later.

11. Success? Yes No Congratulations! Write down the successful solution
Undo the solution
Gather more information
Propose and test another solution

12. Summary Three Rules: Find out exactly what’s happening
Stay calm, document, and don’t make things worse than they started
Find out exactly what’s happening
Research, use resources
Propose a solution
Test the solution
Repeat if necessary