1. Skills for Troubleshooting Computer Problems
CTS 217:
Computer Training & Support
CHAPTER 3
Skills for Troubleshooting Computer Problems

2. Chapter Objectives In this chapter, students will learn about:
The troubleshooting process and thinking skills required
Communication skills for troubleshooting
How to use information resources to help solve computer problems
Diagnostic and repair tools
Strategies for troubleshooting
How to develop your own approach to problem solving

3. Introduction
Solving problems most frequent task user support agents perform
Varied user concerns
Information requests
? about tasks (data validation in Excel)
Product complaints
Problem preventing hardware or software use
Might have quick solution (seen it before) or might have to look it up
This chapter: tools, methods, strategies for difficult problems

4. What is Troubleshooting?
Troubleshooting is the process of defining, diagnosing, and solving computer problems
Uses thinking and communications skills, information resources, strategies, and methods (NOT always fixed steps)
Is troubleshooting:
A step-by-step process?
An iterative process? Loops, false starts, dead ends
A scientific process? Rules of logic
A creative process?

5. Sequential versus Iterative Problem-Solving Processes p. 104

6. T/S as an Iterative Process
A repetitious process
A creative process that requires flexibility, thinking skills, and patience
Involves several paths or approaches to problems
Steps are repeated in a loop until a fruitful path is found
Avoids hit-or-miss, trial-and-error approach to troubleshooting

7. T/S as an Iterative Process
Fixed sequence: might find solution, might not
Hit-or-miss / Random: might fix it, might not, could make it worse!
Physical tools: diagnostic programs, multimeter
Databases: knowledge bases
Thinking skills: Have you seen it before?

8. Thinking Skills Used In T/S
Problem solving
Critical thinking
Decision making

9. Problem Solving
Problem solving is a process that moves from the current state X to a goal state Y
Considers alternate paths to get from X to Y
Objective is to get from X to Y quickly, accurately, effectively, or efficiently
Look for:
Analogies: how is this problem similar to others? eMachines restoration & Linux install
Contradictions: two facts cannot be true at the same time (NIC works in one PC, bad slot?)

10. A Problem-Solving Model p. 105
Grinding noise? Dried ink around cartridge dock
Need maintenance kit? Slick rollers keep paper from feeding properly

11. Critical Thinking Critical thinking is the cognitive skills used to:
Analyze a problem (personal experience)
Search for underlying logic or explanation
Find alternate ways to think about or explain an event or situation
Examples of critical thinking skills:
Mental models
Hypothesis testing
Creativity
Metacognition

12. Critical Thinking Skills
Mental model: a conceptual picture to help understand how a system works
Based on education and experience
Computer won’t boot: at POST level or o/s file missing?
Hypothesis testing: a guess or prediction about the cause of a problem and a test to prove or disprove the hypothesis
Based on mental model or experience
Printer garbage characters – driver or cable?

13. Critical Thinking Skills
Creativity: the ability to find a novel or innovative solution to a problem
Think outside the box; apply what you know
Seen a similar problem?
Metacognition: the ability to step back from a problem and think about your own thought processes
Challenge your assumptions
Did you assume hardware, and it might be software?

14. Metacognition Common metacognitive questions:
What assumptions did I make?
Where did I go wrong in my approach?
Why did one problem-solving approach work when another did not?
How could I have thought differently about this problem?
EXAMPLES
Restore CD would hang – assumptions: bad CD, bad CD drive ACTUAL problem: defective memory
Application crashes (illegal operation) – software, right? ACTUAL problem: defective brand new memory chip

15. Decision Making Decision making is an ability to:
Select an alternative from among completing alternatives
Weigh the pros and cons of each alternative against predefined criteria
Reach a decision
Which test will most likely fix it?
Tests can be lengthy…choose wisely

16. Tools Troubleshooters Use
Communication skills (Chapter 2)
Information resources
Diagnostic and repair tools
Problem-solving strategies
Personal characteristics

17. Communication Skills
Most troubleshooting situations require at least some communication with an end user or vendor about a problem
Types of communication skills
Basic listening skills
Active listening
Probes
Critical questions
Explanation
Verification

18. How Troubleshooters Use Communication Skills
To get a basic description of a problem
To learn the user’s perspectives on the problem
To probe for additional information
“won’t do anything” – no power, beep codes, no desktop?
To effectively communicate a solution back to the user

19. Basic Listening Skills
Listen to the words a user chooses to describe the problem
Don’t jump to conclusions; can be less efficient
Allow a user enough time to explain a problem
Try to obtain as accurate a description of the problem as possible
Tip: Listen for causal If…Then … statements

20. Active Listening
Active listening occurs when the listener is as engaged in the communication process as the speaker
Compared to a passive receiver of information
Example:
“If I try to adjust my monitor, then the screen goes blank.”
Possible reasons why?

21. Paraphrasing
Paraphrasing is an active listening skill in which you restate in your own words what you heard a user say
Used to resolve misunderstandings and get a clear problem description; verify understanding
Example:
End user description: “I don’t know what happened, but the program doesn’t work.”
Support specialist paraphrase: “Let me make sure I understand. The program used to work, but now it doesn’t?”
Rest is on p. 110

22. Probes
Probes are follow-up questions designed to elicit additional information about a problem
A sequence of probes often clarifies a problem situation
Example:
“When your computer crashes, is it always running the same program or different ones?”
Page 111: Role Playing Scenario

23. Critical Questions
Critical Questions are designed to elicit important additional information from a user
Challenge assumptions a support specialist might make
Often reveal information a user wouldn’t have thought to relate
Things to try when you’re stuck; get beyond the dead end
Make checklist
Browser issue: Flash Player won’t play; installed successfully  reset defaults on Security & Adv. tabs

24. Five Critical Questions
Has this system or component or feature ever worked? CorelDraw printing
Have you ever had this problem before? Cheap DVDs
Can this problem be replicated? Sign in problem in one lab only
Is it repeatable?
What were you doing just before you first noticed the problem? Power outage
Have you made recent hardware or software changes to your system? Recent installation

25. Explanation
Explanation is a communication skill in which a support specialist describes a solution to a problem so a user understands:
Why the problem occurred
The steps required to resolve it
Explain it on THEIR level; might not have to call back next time

26. Verification
Verification is a communication skill in which a support specialist makes sure that a user agrees that a problem has been resolved satisfactorily
Resolve difference if user thinks problem not solved
Rebooted router – access network now??

27. Information Resources for T/S
Personal experience
Won’t know it all
More bkgrd info and exp. = better mental models
Recall = good; must also search well (rapid changes)
Scripts and checklists
Knowledge bases
Coworkers and other professional contacts
Support vendors and contractors
Escalation and team problem solving

28. Personal Experience
Based on a support agent’s education, career background, and previous experiences
Search personal knowledge for information about a problem or for similar problems
Seen it before? What did you do?
Tip: Develop a problem notebook
Make notes after a problem is solved, and organize them by symptoms, equipment type, date, etc. [Put in Word or Access – searchable]
Notes about mods to databases

29. Scripts and Check Lists
A script lists questions to ask and follow-up probes
Organized as:
A flowchart
A decision tree
Arranged in a logical sequence
Covers all possible known paths to solve a problem
Example: See Figure 3-5 on page 115 (printer LED lights)

30. Knowledge Bases
A knowledge base is an organized collection of information that is a resource in problem solving
Articles
Procedures
Tips
Pointers to information
Solutions to existing problems
Notebook [database] mentioned on previous slide

31. Examples of Knowledge Bases
Vendor manuals – service manuals 8710p
Trade books (use to supplement poor vendor manuals)
Trade periodicals: computer magazines
Online help: might be online vendor manual, t/s wizards
Web sites (MS, Dell, HP)
Search engines

32. Search Engine Guidelines
Use keywords that are nouns
Use present tense verbs
Include vendor name, model number, version number
Include operating system and version
Put quotes around phrases (errors)
Put + sign before essential keywords
Use Boolean operators AND OR NOT

33. Coworkers and Other Prof. Contacts
Coworkers: another set of eyes; see something you don’t
Discussion forums: search might lead you here
Listservs: An automated service that distributes messages posted to the ListServ to subscribers
Search archives; high volume of
Newsgroups: An Internet discussion in which participants with common interests in a topic post messages; electronic bulletin board
RSS feeds: A service that aggregates information from Web resources (blogs, forums, news) and delivers it to subscribers in a convenient format

34. Support Vendors and Contractors
May have seen a baffling problem before and be able to offer suggestions to resolve it
access to tech support or sign in to KB
Outsourcing: an agreement with a support services contractor for problem-solving assistance for a fee
Handle incident that require special expertise
Backup to in-house support staff when volume of incidents is heavy

35. Escalation and Team Prob. Solv.
Escalation is a referral of a difficult or complex problem to a higher support level for resolution
Team approach to problem solving
Mutual problem solving assistance
Team owns the problem, not an individual

36. Diagnostic and Repair Tools
Software utilities that help troubleshoot computer problems
Categories
General-purpose and remote diagnosis
Hardware problem diagnosis
Software problem diagnosis
Network problem diagnosis

37. General-Purpose and Remote Diagnosis tools
Remote access utilities help support users in distant locations
Support agents can:
View a remote user’s screen
Enter commands on user’s system
Examples:
Expertcity’s GoToAssist
Rapid Assist
Symantec’s pcAnywhere
Security concerns: use VPN, user authentication and encryption

38. Hardware Problem Diagnosis Utils
Preinstalled on computers; boot menu key
Detect defective hardware components
Identify performance problems
Recover some lost data
Document and optimize configuration information
Examples:
Symantec’s Norton SystemWorks [Ghost]
PC Diagnostics
PC-Doctor

39. Software Problem Diagnosis Utilities
Identify configuration information
Identify and repair s/w installation and configuration problems
Repair Windows registry
Examples:
PC Tools’ Registry Mechanic
iolo technologies System Mechanic
Belarc Advisor
Dean Software Design’s PC Surgeon

40. Network Problem Diagnosis Utilities
Identify network connectivity and configuration problems
Monitor network operation and performance
Identify some security breaches (unauth. access)
Help recover from network problems
Examples:
EMC’s SMARTS
Solar Winds
Packet Trap’s Network and Traffic Analyzer
Manage Engine’s OP Manager

41. Network Problem Diagnosis Utilities
Remote mgmt: manage distribution of software to myriad of PCs
Performance mgmt: track uptime, identify problems
Keep tools at fingertips (flash drive)

42. 8 Common P/S Strategies Look for a simple, obvious fix
Attempt to replicate a problem
Examine the configuration
Initiate a root cause analysis
View a system as a group of subsystems
Use a module replacement strategy
Apply a hypothesis-testing approach
Restore a basic configuration

43. Look for a Simple, Obvious Fix
Most computer problems are simple
Develop a checklist of possible alternatives
Check for disconnected cables
Reboot the system
Table 3-1: Monitor Power Plug
Plug and replug just to be sure; outlet working?
Shut down or reboot
May solve: low memory, device conflicts, app freezes, inoperative peripherals

44. Attempt to Replicate the Problem
Replication is a process of trying to repeat a problem in the same or a different situation or environment
Try moving a problem to a different computer or another user
Examine results:
The problem also appears in a different environment
The problem is localized; dependent on a specific environment
COMPARE THE DIFFERENCES!

45. Examine the Configuration
Many problems occur because a combination of hardware and software do not work well together
Check on hardware and software
Installation requirements (chk doc)
Possible incompatibilities
Not supported by o/s
Current driver
Resource conflict

46. Initiate a Root Cause Analysis
Root cause analysis is a strategy that looks beyond the visible symptoms of a recurring problem to search for an underlying cause
An iterative process
Asks a series of Why?
Steps
Identify (in writing) what the problem is
Describe (in writing) why the problem occurs
Return to step 1 until the root cause of a problem is identified (5+ interations)

47. View a System as a Group of Subsystems
A block diagram of the subsystems and their relationship to each other is sometimes helpful
Start at:
Either end of a chain of events
In the middle of the chain
Trace the problem forward or backward
Memo with wrong font p why?

48. Use a Module Replacement Strategy
Module replacement replaces a hardware or software component with one that is known to work
Swap out suspect hardware components
Don’t replace too many at once
Reinstall software packages
Repair option

49. Apply a Hypothesis-Testing Approach
Formulate a hypothesis – a guess or prediction – about the cause of the problem
Based on experience
Uses critical thinking (list possible problems)
Tip: Try brainstorming with others to develop alternate hypotheses
Design an experiment (a test) to see if an hypothesis is true or false
User cannot log in p (h/w, s/w, n/w)

50. Restore a Basic Configuration
Eliminate variables or factors that can make a problem complex or complicated
Remove hardware components to simplify a configuration
Disconnect a system from a network to observe its standalone operation
Ext. DVD burner works when something else is removed – Why? Are they incompatible?
S/W won’t run when on network Why?
Practice and experience needed

51. Personal Characteristics of Successful Troubleshooters
Exercise patience and persistence
Frustrated  walk away for awhile
Enjoy the problem-solving process
View “problems” as opportunities/challenges
Enjoy working with people
Don’t have to like everyone as friend (professional)
Enjoy continuous learning opportunities
Periodicals, training, learning from each other

52. Develop Your Own Approach to Problem Solving
Identify the strengths a support specialist brings to each problem
Identify areas for improvement in problem solving
Recognize which tools and skills have been successful to solve past problems (trial and error – easy to get frustrated)
Rely on information resources that have proved useful in past situations
Improved by the metacognition process (self-examination)

53. Chapter Summary
Successful troubleshooting relies on an understanding of the troubleshooting process and uses thinking skills
Troubleshooting process is:
Iterative
Creative
Thinking skills for troubleshooting include:
Problem solving
Critical thinking
Decision making

54. Chapter Summary (continued)
Troubleshooting uses several skills and tools
Communication skills
Information resources
Diagnostic and repair tools
Problem-solving strategies
Personal characteristics of troubleshooters

55. Chapter Summary (continued)
Problem-solving strategies
Look for a simple, obvious fix
Attempt to replicate the problem
Examine the configuration
Initiate a root cause analysis
View a system as a group of subsystems
Use module replacement
Apply a hypothesis-testing approach
Restore a basic configuration