1. Information Support and Services
2.02 Understand basic troubleshooting of hardware and software.

2. Troubleshooting Categories
Troubleshooting falls into two categories:
Hardware
Software

3. Hardware troubleshooting
Involves troubleshooting of the computer components such as the motherboard, RAM, hard drive, etc.

4. Software troubleshooting
Involves troubleshooting the operating system and applications installed on the computer.

5. Operating System
The software which controls the operation of the computer and its components.
Examples:
Microsoft Windows
RedHat Linux
MacOS X
Covered also in 5.01 Software Types and Uses

6. OS troubleshooting Common problems include:
Device drivers missing or not installed
Windows not updated with the latest updates and fixes
Viruses/Spyware/Malware installed on the computer
Screenshots on the slides that follow are from Windows 7. Your screens may look different.

7. Device Manager Device Manager
Talk about the device manager and what it does. Note the different icon types and there meanings. Refer to: for more information.
Device Manager

8. Windows Update Windows update as it appears in Windows 7
Show students how to use Windows Update (if permissions allow). Note that your system administrator may block you from checking for updates or adjusting settings.
Windows update as it appears in Windows 7

9. Antivirus
Sample Antivirus product showing a clean system

10. Hardware troubleshooting
Check the electric power.
Plug a lamp into the same power outlet as the computer to be sure the outlet is working.
Make sure the computer and monitor are plugged in.

11. Try simple solutions first.
Check the cables.
Make sure that peripheral devices are plugged in securely.
Restart the computer.
Many software problems will correct themselves when you do.

12. In special cases…
Disconnect peripheral devices that are not essential to the operation of the system, and then restart the computer.
Listen for and identify sounds, such as a cooling fan that has stopped or a hard drive that is making unexpected noises.
Run security software to be sure that there are no hacking issues on the computer.

13. In special cases…
Computers tend to crash or hang up when the hard disk becomes too full.
Free up space by deleting unnecessary files, temporary Internet files, and items in the Recycle Bin.
Do not delete files that may be part of the operating system or other necessary programs.
If these steps do not resolve an issue, call technical support.

14. Wrap Up
This presentation covered basic troubleshooting.
Questions?