1. © 2011 Pearson Addison-Wesley. All rights reserved. Addison Wesley is an imprint of The Complete A+ Guide to PC Repair 5/e Chapter 5 Logical Trobleshooting

2. © 2011 Pearson Addison-Wesley. All rights reserved. Chapter Objectives After completing this chapter you will be able to: –Perform basic procedures used when troubleshooting a PC –Describe how the POST error codes help when troubleshooting a computer –Describe the importance of good communication when dealing with the computer user

3. © 2011 Pearson Addison-Wesley. All rights reserved. Troubleshooting Overview Solving a problem is easier with logical reasoning and by taking logical steps. 4 3 Separate problem into logical areas Repair or test another theory Identify the problem 1 2 Establish a theory Test the solution 5 6 Provide feedback to the user

4. © 2011 Pearson Addison-Wesley. All rights reserved. Identify the Problem Many problems relate to the users Have the user demonstrate or recreate the problem. Ask the user if anything has been changed. Do not be threatening; otherwise, the user might not be forthright and honest. Verify obvious things like power or speakers muted. Do not assume that there is not a problem if it cannot be re- created. Problems can be intermittent. BACK UP DATA, if possible, before making changes.

5. © 2011 Pearson Addison-Wesley. All rights reserved. Establish a Theory A technician determines if the computer problem is hardware or software related (or both) by using his or her senses: sight, hearing, and smell can reveal a great deal. Post (Power On Self-Test) – Checks out the hardware in a sequential order −If POST finds an error, the BIOS issues a beep and/or displays a numeric error code or text message. Error codes may vary from computer to computer. −The secret is knowing the manufacturer of the BIOS chip.

6. © 2011 Pearson Addison-Wesley. All rights reserved. AMI BIOS Audio Beeps

7. © 2011 Pearson Addison-Wesley. All rights reserved. Award (now Phoenix Technologies) BIOS POST Errors Part 1

8. © 2011 Pearson Addison-Wesley. All rights reserved. Award (now Phoenix Technologies) BIOS POST Errors Part 2

9. © 2011 Pearson Addison-Wesley. All rights reserved. Phoenix Audio Beep Codes

10. Hardware errors are usually obvious because of POST error codes or errors that occur when accessing a particular device. Hardware Software Patch Software Errors occur when the user accesses a particular application or when the system boots. Establish a Theory Software provided by a manufacturer to correct a known problem. (Also called a service release.)

11. © 2011 Pearson Addison-Wesley. All rights reserved. Divide and Conquer The process of divide and conquer refers to dividing and subdividing a larger unit into logical areas until a problem is isolated. When isolating problems always begin by checking the easy stuff first Often substituting a replacement part that is known to be good for a suspect part can be used to determine if the suspect part is faulty. Do not charge customers for parts that do not fix the problem.

12. © 2011 Pearson Addison-Wesley. All rights reserved. Divide and Conquer If you suspect a software problem but do not hear any unusual beeps or see any POST error codes, you may need to step through the boot process and files. With Windows, you can access the Advanced Boot menu by pressing the F8 key while the computer is booting. Select a menu option such as step-by-step confirmation to go through the boot process and files. –More is covered in the operating system chapters.

13. © 2011 Pearson Addison-Wesley. All rights reserved. Divide and Conquer Example A user encounters an error when they attempt to write data to a CD. The first step in the process would be to determine whether the error is related to hardware or software. Attempt to access the disc from another application. A successful attempt would indicate a problem with the initial software and an unsuccessful attempt would indicate a disc or CD/DVD hardware problem. If the first step causes you to suspect hardware as the problem, start by ruling out the disc. Try to save using a different disc. If the attempt is successful then the disc is bad. If the attempt is unsuccessful begin to eliminate other parts of the CD/DVD drive system. Begin to swap out the drive, cable or other electronics one at a time until the problem is located.

14. © 2011 Pearson Addison-Wesley. All rights reserved. Repair the Problem or Go Back to Test Another Theory Determining the cause of a problem usually takes longer than fixing the problem itself. Software problems frequently involve reloading software applications, software drivers, or getting software updates and patches from the appropriate vendor. Hardware problem resolution simply involves swapping the damaged part. If a problem cannot be solved by swapping a part or reloading software, you should return to logical troubleshooting and investigate new sources of the problem. People who troubleshoot randomly without a plan are referred to as “gunslingers.” Gunslingers are the most dangerous technicians to have on staff.

15. © 2011 Pearson Addison-Wesley. All rights reserved. Test the Solution and Document Never assume the hardware component or the replaced software repairs a computer. Computers can have multiple problems at once. A repair may not offer a complete solution to a problem. You should test the computer yourself after repairs are made. You should also have the user test the computer in normal working conditions to assure that the problem is indeed repaired.

16. © 2011 Pearson Addison-Wesley. All rights reserved. Soft Skills - Provide Feedback to the User The best technicians are the ones the users trust, and those who explain problems in a way that customers can understand. A computer repair is never finished until the user is updated. Do not use technical terms with users who are not technically competent. Treat computer users as if they are intelligent, even if they are not proficient in technical terminology.

17. © 2011 Pearson Addison-Wesley. All rights reserved. Provide Feedback Be profes- sional Listen Watch what you say Ask questions Use clear, concise statements. Be pleasant, patient, and professional. Do not become defensive or judgmental. Avoid using technical slang, jargon, or acronyms Respect the customer’s privacy and property. Ask questions when appropriate and they are relevant to the problem. Be clear Respect User Allow customers to complete their sentences. Do not interrupt. Maintain a positive attitude and do the best job you can.

18. © 2011 Pearson Addison-Wesley. All rights reserved. Addison Wesley is an imprint of Questions???