Chapter 4: Troubleshooting Computer Problems A Guide to Computer User Support for Help Desk and Support Specialists second edition by Fred Beisse

Learning Objectives The troubleshooting process and the thinking skills required for successful troubleshooting The tools used to troubleshoot computer problems Develop a personal problem-solving strategy

What Is Troubleshooting? Troubleshooting: the process of defining, diagnosing, and solving computer problems Uses several thinking and communications skills, information resources, strategies, and methods Is troubleshooting a step-by-step or an iterative process? Is troubleshooting a scientific or creative process?

Sequential versus Iterative Problem-solving

Troubleshooting as an Iterative Process A repetitious process A creative process that requires flexibility Involves several paths or approaches to problems Steps are repeated in a loop until a fruitful path is found

Thinking Skills Used in Troubleshooting Problem solving Get from X to Y quickly, accurately, effectively, or efficiently (trends, etc) Critical thinking Look for underlying logic, find alternative ways Decision making Select an alternative way, pros and cons

Problem Solving An activity where there is a current state X and a goal state Y and 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? Contradictions: two facts cannot be true at the same time

A Problem-solving Model State X: Current State State Y: Goal State

Critical Thinking Cognitive skills used to: Analyze a problem Search for underlying logic or rationale Find alternate ways to explain an event or situation

Critical Thinking Includes Creativity: The ability to find a novel or innovative solution to the problem Hypothesis testing: A guess or prediction about the cause of a problem and test to prove or disprove the hypothesis Metacognition: The ability to think about your own thought processes

Decision Making The ability to: Select an alternative from among completing alternatives Weigh the pros and cons of each alternative against predefined criteria Reach a decision

Tools Troubleshooters Use Communication skills Listening skills, User’s perspective Information resources Personal experiences, knowledgebase, contacts Diagnostic and repair tools Remote Access software, Hardware, Software, Network Problem-solving strategies Look for an obvious fix, try to replicate the issue Personal characteristics Patience and Persistence

Communication Skills Important skills because 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 and verification

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 To effectively communicate the solution back to the user

Basic listening Skills Listen to the words the user chooses to describe the problem Allow the user enough time to explain the problem Try to obtain as accurate a description of the problem as possible Tip: Listen for causal, If…Then statements

Active Listening Active listening: the listener is as engaged in the communication process as the speaker Compare to a passive receiver of information

Paraphrasing An active listening skill in which you restate in your own words what you heard the user say Used to resolve misunderstandings and get a clear problem description 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?”

Probes Probes – 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 the same program, or different ones?”

Critical Questions Critical Questions – Designed to elicit important additional information from a user Challenge assumptions a support specialist might make Often reveal information the user wouldn’t have thought to relate

Five Critical Questions What were you doing just before you first noticed the problem? Have you ever had this problem before? Has this system (or component) ever worked? Is the problem repeatable? Have you made recent hardware or software changes to your system?

Explanation and Verification Explanation – A communication skill in which a support specialist describes the solution to a problem so the user understands: Why the problem occurred The steps required to resolve it Verification – A communication skill in which a support specialist makes sure that a user also feels the problem has been resolved satisfactorily

Information Resources for Troubleshooting Personal experience Scripts Knowledge bases Professional contacts Colleagues Vendors Contractors

Personal Experience Based on background and previous experiences Search personal knowledge for information about the problem or related problems Tip: Make notes after a problem is solved and organize them by symptoms, equipment type, date, etc.

Scripts List questions to ask and follow-up probes to ask Sometimes in the form of a flowchart Are arranged in a logical sequence Cover all possible known paths to solve the problem

Knowledge bases Organized collections of information, articles, procedures, tips, and previous problems with know solutions

Types of Knowledge bases Vendor manuals Often contain chapters on troubleshooting and frequently asked questions (FAQs) Trade books Fill vacuum for well-written information about popular hardware and software products continued

Types of Knowledge bases (continued) Online help Manuals Help systems Troubleshooting wizards CD-ROM databases Permit keyword searches for information about a specific product or problem Web sites Maintained by product and service vendors continued

Types of Knowledge bases (continued) Faxback services Automated telephone system with menu of questions and information options Users provide a FAX number to receive responses

Professional Contacts and Colleagues ListServs and Newsgroups ListServ: An automated e-mail service that distributes e-mail messages posted to the ListServ to every member who has subscribed to the ListServ Newsgroups: Internet discussion groups where participants with common interests in a topic post messages Coworkers and work teams Provide a different perspective on a problem Give new insights into the problem

Vendors and Contractors May have seen a baffling problem before and be able to offer suggestions to resolve it Outsourcing: An agreement with a support services support provider for problem-solving assistance for a fee by contractual agreement

Escalation and Team problem solving Escalation – Referral of a difficult or complex problem to a higher support level for resolution Team approach Mutual problem solving assistance Team owns the problem, not an individual

Diagnostic and Repair Tools Software utilities that help troubleshoot computer problems Remote access utilities help support users in remote locations Categories of diagnostic tools Hardware – detect defective components Software – identify configuration problems Network – monitor for connectivity problems

Problem-solving Strategies Look for an obvious fix Try to replicate the problem Examine the configuration View the system as a group of subsystems Use a module replacement strategy Try a hypothesis-testing approach Get back to a basic configuration

Look for an obvious fix Most computer problems are simple Develop a check list of possible alternatives Check for disconnected cables Reboot the system

Try to Replicate the Problem Try to repeat the problem Try moving the problem to a different situation or environment – a different computer Look for results: The problem moves to a different situation The problem is localized – dependent on a specific environment

Examine the configuration Many problems occur because a combination of hardware and software do not work well together Look for installation requirements and incompatibilities

View the System as a Group of Subsystems A block diagram of the subsystems is sometimes helpful Start at Either end of a chain of events In the middle of the chain Trace the problem forward or backward

Use a Module Replacement Strategy Module Replacement – replace a hardware or software component with one that is known to work Swap out suspect hardware components Reinstall software packages

Try a Hypothesis-Testing Approach Formulate a guess or prediction about the cause of the problem Based on experience Uses critical thinking Tip: try brainstorming with others to develop alternate hypotheses Design an experiment (test) to see if the hypothesis is true or false

Get back to 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

Personal Characteristics of Successful Troubleshooters Patience and persistence Enjoy the problem-solving process Enjoy working with people Ability to learn

What Is a Personal Problem-solving Philosophy? Includes an understanding of the strengths a support specialist brings to each problem Recognizes that selected tools and skills have been successful to solve past problems Relies on information resources that have proved useful in past situations Is improved by the metacognition process where a problem solver carefully examines his/her own thought processes