1. Basic Troubleshooting Or: Repairing the Inevitable System Crash

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

13. Common Computer Problems Collected by: Said Alrashdi University of Nizwa

14. Freezing Problem: My computer won't do anything. Solution:
1- Make sure your computer is turned on.
2- plugged in.
3- there is no little square thing (called a disk) in the slot (called a drive) in your computer when you turn it on.
4- other solution…..just think???

15. Illegal or Invalid
Problem: My computer says I did something "illegal" and "invalid", am I in trouble?
Solution:
1- If you click the Details button, you will see the program that is having the problems but not necessarily causing the problem, which may give you a hint of what to check.
2- your application is in limit or demo testing or trial version
3- other solution…..just think???

16. Printer Jam Problem: Printer will not print. Solution:
1- Check and make sure that the paper isn’t stuck.
2- Check and make sure there is no hard part block the printer.
3- other solution…..just think???

17. No Sound Problem: The sound will not work. Solution:
1- Make sure your speakers are plugged in or turned up.
2- Check the sound port is plugged in correct place.
3- other solution…..just think???

18. Keyboard and Mouse Problem: My Keyboard or Mouse won’t work. Solution:
1- Make sure that the cables are securely connected.
2- make sure the device is installed in your PC
3- other solution…..just think???

19. Monitor Problem: My monitor won’t work. Solution:
1- Make sure that your monitor is plugged in and on.
2- Check the VGA port is working
3- resolution of the display
4- compatible of the devices.
5- other solution…..just think???

20. Printer Problem: My printer won’t work. Solution:
1- Make sure that your printer is plugged in and on.
2- Check two cables (power – Data)
3- be sure the installation in updated correctly
4- other solution…..just think???

21. Maximize Problem: Window does not fill the screen. Solution:
1- Push the square beside the X.
2- Check the application options.
3- other solution…..just think???

22. Typing
Problem:
When I type the words that I am typing are going over other words.
Solution:
1-Push the insert key.
2-other solution…..just think???

23. Capital Letters Problem: I can’t get my words to all be capital.
Solution:
1- On the left of your keyboard is a button that says Caps Lock. If you want all capital letters then push this button.
2- Shift button allowed for change the letter case.
3- other solution…..just think???

24. Number Keys Problem: My number keys won’t work. Solution:
1- Push the Num Lock key.
2-other solution…..just think???

25. Slow Computer Problem: My computer is so slow! Solution:
1-You need to exit out of all the extra programs, then reboot, and be very patient.
2- upgrade (processor or RAM)
3- System clean up – sorting system files – sys. Restore
4- other solution…..just think???

26. Folders Problem: I can’t find anything after I save it! Solution:
1- Set up folders for the things you use the most. Sort things into these folders the same way you would use a file cabinet to organize things.
2- To make a new folder just click File-New-Folder, and then give it a name.
3- other solution…..just think???

27. Mouse Stick Problem: My mouse is frozen and will not click. Solution:
1- Make sure that is clean and plugged in.
2- Check mouse pad.
3- other solution…..just think???

28. Wallpaper
Problem: I don’t know how to change my background on my desktop.
Solution:
1- Go to your desktop and right click then go down to properties and click on it then go themes and you can change your background to what every you want. Make sure that you push APPLY and OK.
2- other solution…..just think???

29. Task Bar Problem: I don’t know where my task bar is. Solution:
1- Click in the blank blue space and drag it back to the bottom.
2- other solution…..just think???

30. Sticky Keys or Filter Keys
Problem: My keyboard is not working.
Solution:
1- Just look at the bottom of the screen where the time is and there will probably be a little old fashioned clock just double click that clock and uncheck everything that is checked.
2- other solution…..just think???

31. Icons Problem: I’ve lost an icon! Solution:
1- Open your Recycle Bin and see if it’s there. If it is, right click on it and restore it. If it isn’t, then go to Start-Programs-The program you need an icon for-right click, and send to desktop.
2- other solution…..just think???

32. Files Problem: I don’t know how to transfer files. Solution:
1- You just have to drag and drop.
2- Copy – Paste
3- Send to…
4- other solution…..just think???

33. Reboot Problem: I don’t know how to reboot my computer. Solution:
1- Just go to start and shut down. Once it’s all off, push the power button to restart it.
2- other solution…..just think???

34. Others … 1- Forget BIOS Password
2- Forget System Password (user – Password)
3- Set Time & Date
4- Expansion slots problem (plug hardware)
5- No Operating Systems found.(HDD – OS )

35. University of Nizwa Said Mohammed Ali Alrashdi LAB Instructor