1. Chapter 8 Troubleshooting Fundamentals

2. 8 You Will Learn… n How to protect yourself, your hardware, and your software while solving computer problems n What tools are needed to support personal computers n How to isolate computer problems and devise a course of action continued

3. 8 You Will Learn… n The importance of good recordkeeping n How to take a computer apart and put it back together

4. 8 Troubleshooting Perspectives n PC support technician Works on-site; responsible for ongoing maintenance Closely interacts with users Is responsible for the PCs before trouble occurs n PC service technician Goes to customer site in response to a service call continued

5. 8 Troubleshooting Perspectives n Bench technician Works in a lab environment May/may not interact with the PC user Is not permanently responsible for the PC n Help-desk technician Provides telephone support

6. 8 Essential Troubleshooting Tools n Bootable rescue disk n Ground bracelet and/or ground mat n Flat-head screwdriver n Phillips-head or cross-head screwdriver n Torx screwdriver n Tweezers n Chip extractor n Extractor

7. 8 Convenient Troubleshooting Tools n Multimeter n Needle-nose pliers n Flashlight n AC outlet ground tester n Small cups or bags n Antistatic bags n Pen and paper n Diagnostic cards and diagnostic software n Utility software n Virus detection software on disks

8. 8 Bootable Rescue Disk n Allows you to boot the PC even when hard drive fails n Assures a “clean” boot n For DOS: A floppy disk that can upload the OS files necessary for computer startup Must have the two hidden system files IO.SYS and MSDOS.SYS, and also COMMAND.COM n For Windows 9x Rescue disk

9. 8 Diagnostic Cards n POST diagnostic cards Designed to discover and report computer errors and conflicts at POST Examples  POSTcardV3 (Unicore Software, Inc.)  Post Code Master (MSD, Inc.)  POSTmortem Diagnostics Card (System Organization, Inc.)

10. 8 Diagnostic Software n Used to identify hardware problems n Examples PC-Technician (Windsor Technologies, Inc.) PC-Diagnosys (Windsor Technologies, Inc.)

11. 8 General Purpose Utility Software for Updates and Fixes n Diagnoses problems n Repairs and maintains the software on a PC n Recovers corrupted or deleted data on the hard drive or floppy disks n Provides security n Monitors system performance n Downloads software updates from the Internet n Might use installed operating system or might provide its own

12. 8 Examples of Utility Software n First Aid 2000 (McAfee) n McAfee Utilities Deluxe n Nuts & Bolts (Network Associates) n Norton Utilities (Symantec) n CheckIt98 Diagnostic Suite (Touchstone Software) n PartitionMagic (PowerQuest) n EasyRestore (PowerQuest) n Drive Image, Drive Image Pro, and DriveCopy (PowerQuest) n Norton Ghost (Symantec)

13. 8 Virus Detection Software n Searches hard drives and disks n Informs you of the presence of a virus n Asks permission before deleting it n Sometimes called antivirus software

14. 8 Warning Signs that a Virus Is Present n Program takes longer than normal to load n Disk access times seem excessive for simple tasks n Executable files that once worked no longer work and give unexpected error messages n Unusual error messages occur regularly n Less memory than usual is available n Files disappear mysteriously continued

15. 8 Warning Signs that a Virus Is Present n There is noticeable reduction in disk space n Executable files have changed size n Access lights on hard drives and floppy disk drives turn on when there should be no activity on those devices n You can’t access a drive n The system won’t boot n Print services are not working properly

16. 8 Virus Detection Software n F-Protect (PROT) High-quality antivirus product with excellent scanning and removal ability n McAfee Virus Scan (SCAN) Best-known n Norton AntiVirus (NAV) Popular because of its ease of use and graphical interface

17. 8 Reducing the Threat of a Virus n Write-protect original software disks and backup copies n Boot from your hard disk or a write- protected disk only n Avoid downloading from the Internet or a bulletin board, or always use a virus scan program when you do n Use a scan utility on a regular basis

18. 8 How to Isolate Computer Problems and Devise a Course of Action n How to approach a troubleshooting problem n How to interact with the user n How to handle an emergency

19. 8 Fundamental Rules for PC Troubleshooting n Approach the problem systematically n Divide and conquer n Don’t overlook the obvious n Check the simple things first n Make no assumptions n Become a researcher continued

20. 8 Fundamental Rules for PC Troubleshooting n Write things down n Reboot and start over n Establish your priorities n Keep your cool n Don’t assume the worst n Know your starting point

21. 8 Devising a Course of Action n Interact with the user Gain as much information as you can before investigating the hardware and software n Isolate the problem Eliminate the unnecessary Trade good for suspected bad

22. 8 Troubleshooting Guidelines n Isolate the problem into one of two categories Problems that prevent the PC from booting Problems that occur after a successful boot

24. 8 Troubleshooting the Power System n Any burnt parts or odors? n Everything connected/turned on? Any loose cable connections? Computer plugged in? n All switches turned on? Wall outlet good? n If fan is not running, turn off computer, open case, check connections to the power supply. Are they secure? All cards securely seated?

25. 8 Troubleshooting the Power System

26. 8 Troubleshooting the System Board n POST reports errors as beep codes

27. 8 Troubleshooting the System Board n Is the system in Doze or Sleep Mode? n If fan is running, reseat or replace the CPU, BIOS, or RAM n Disassemble and reseat cables, adapter cards, socketed chips, SIMMS, and DIMMs n Check jumpers, DIP switches, CMOS settings n Reduce the system to essentials n Exchange the system board

28. 8 When Computer Does Not Recog- nize All Installed RAM or SIMMs n Check CMOS settings n Run diagnostic software to test memory n Are SIMM or DIMM modules properly seated? n Look for bent pins or chips installed the wrong way on cache memory n Are individual chips hotter than others? n Make sure SIMMs have correct or consistent part numbers n Replace memory modules one at a time n Check sockets and traces

29. 8 Troubleshooting the Operating System and Hard Drive n Try a hard boot n Use the Windows 9x Startup Menu n Can you boot from an A prompt when booting from a floppy? If yes, the problem is in the hard drive subsystem and/or the software on the drive n Can you access the hard drive from the A prompt? If yes, the problem is in the software used on the hard drive to boot n Run diagnostic software

30. 8 Windows 9x Startup Menu

31. 8 Problems after the Computer Boots n If you suspect the software Try diagnostic software before reloading the software package n If you suspect the hardware Isolate the problem by removing devices and substituting good components n Check voltage output from the power supply n Check jumpers, DIP switches, CMOS settings n Suspect a corrupted device driver; reinstall it n Suspect applications software using the device

32. 8 Problems with the Software n Reinstalling software n Problems caused by other software n Intermittent problems

33. 8 Problems Caused by Other Software

34. 8 Problems with the Keyboard and Monitor n Does the device work in situations other than the current one? n Has the device ever worked? Will another device work in this same situation?

35. 8 Troubleshooting Keyboard Problems n A few keys don’t work n The keyboard does not work at all n Key continues to repeat after being released n Keys produce wrong characters n Major spills on the keyboard

36. 8 Troubleshooting Monitor Problems n Power light (LED) does not go on, no picture n Power LED light is on, no picture on power-up n Power on, but monitor displays wrong characters n Monitor flickers and/or has wavy lines continued

37. 8 Troubleshooting Monitor Problems n No graphics display or screen goes blank when loading certain programs n Screen goes blank 30 seconds or one minute after keyboard is left untouched n Poor quality color display n Picture out of focus or out of adjustment n Crackling sound continued

38. 8 Troubleshooting Monitor Problems n Configure or change monitor settings and drivers in Windows 9x n Change the video driver configuration n Return to standard VGA settings

39. 8 Changing the Video Driver Configuration

40. 8 Troubleshooting Laser Printer Problems n Is the printer turned on and online? n Is the correct printer selected as the default? n Can an applications software program other than the current program use the printer? n Is the printer using the correct driver? Does the driver need updating? Is the driver correctly installed? n Can you move the printer to another computer and print from it? Will another printer work on this computer?

41. 8 Troubleshooting Laser Printer Problems

42. 8

43. 8 Laser Printer Problems n Printer never leaves warm-up mode n Paper Out message is displayed n Toner Low message is displayed, or print is irregular or light n Paper Jam message is displayed n White streaks appear in the print n Print appears speckled n Printed images are distorted

44. 8 Laser Printer Problems

45. 8 Dot Matrix Printer Problems n Print quality is poor n Printer self-test works, but printing from a computer application does not work n Print head moves back and forth, but nothing prints

46. 8 Ink-jet Printer Problems n Print quality is poor n Printing is intermittent or absent

47. 8 When a PC Is Your Permanent Responsibility n Keep accurate records of configuration data n Keep documentation n Prepare a bootable disk n Organize the hard drive

48. 8 Organize the Hard Drive Root Directory n Store only startup files and necessary initialization files in the root directory n Keep applications software and their data in separate directories

49. 8 Create a Boot or Rescue Disk n Bootable system disk for DOS n Rescue disk for Windows 9x

50. 8 Documentation n Manuals, tutorials, and Help files that provide information that a user needs in order to use a computer system or software application

51. 8 Record of Setup Data n Keep a record of CMOS on a floppy disk or use print screen key to print setup screens

52. 8 Practical Precautions to Protect Software and Data n Before installing new software, back up configuration files for DOS n Back up entire \Windows\System directory if space n Don’t compress your hard drive n Don’t store data files in same directory as the software n Back up Windows 9x files that are likely to be altered

53. 8 Practical Precautions to Protect Software and Data

54. 8 Back Up Original Software n Request a copy of the software on floppy disks and make a backup copy of the original disks

55. 8 Back Up Data on the Hard Drive n Use utility software designed for this purpose on a regular basis

56. 8 Chapter Summary n Safety precautions n Essential troubleshooting tools n Resolving problems after the source has been isolated n Defensive procedures that minimize losses if hardware or software fails: Backing up hardware and software Write-protecting application disks Keeping records and documentation