CHAPTER 4

Computer
Troubleshooting
LEARNING OUTCOMES WORDS TO KNOW
After you have read this chapter, you should be able to: knowledge base
 Describe typical software problems. online forum
 Use troubleshooting tools provided by an operating power surge
system.
 Get help from online resources. problem report
 Describe symptoms of problems with hardware quarantine
components.
Safe mode
 Identify common solutions to problems with
peripheral devices. spyware definition
System Restore
thread
OVERVIEW
troubleshooting
This chapter discusses the different ways to solve
computer problems by following common troubleshooting virus definition
steps, and then apply those steps to software and
hardware problems. You’ll learn to use troubleshooting
tools to identify and solve operating system and
application software problems, and learn about resources
for troubleshooting problems with computer components
and peripheral devices.

CONTENTS
Approaches to troubleshooting
Troubleshooting software
Troubleshooting hardware
Troubleshooting peripheral devices

24
4.1 Approaches to Troubleshooting
Definition: Troubleshooting
Troubleshooting is a logical, systematic approach to identify the source or cause of a computer
problem, and then apply a solution so that the computer is working normally again.

Troubleshooting typically involves the following four steps:

1. Define the problem: Describe the trouble that you are having, being as specific as possible.
2. Identify possible causes: Consider obvious causes first.
3. Determine the most likely cause: Work through a process of elimination to determine the most likely
cause, and then test each cause.
4. Apply solutions: As you test causes, keep track of possible solutions, and then apply each solution
systematically.
When you define the problem in Step 1, you determine whether you are trying to solve a software or
hardware problem. If the problem seems to involve only applications or the operating system, troubleshoot the
software. For other computer problems and those where software troubleshooting does not solve the problem,
troubleshoot the hardware and peripheral devices.

Getting Help from Online Resources

When you have any type of computer problem, you can find valuable troubleshooting information on the Web.
The best sources are knowledge bases and online forums.

 A knowledge base is a collection of articles, videos, and other sources containing information about a
product or topic. Software developers and hardware manufacturers provide knowledge bases to their
users to help solve problems by providing answers to frequently asked questions also known as FAQs.
These FAQs and other help topics are available online at the support Web site of a software developer
or hardware manufacturer.

 An online forum is a Web site where people conduct conversations by posting messages about a specific
topic. Software developers and hardware manufacturers often host online forums where users can post
questions or report problems. The original message and all the responses to it are grouped together
sequentially by topic, called a thread. Threads are saved in an archive that users can search to
determine if the problem has already been solved before posting a new message.
As you work through the four troubleshooting steps to define and solve computer problems, take advantage
of online resources so you can learn from the experience of other users and from support professionals.

4.2 Troubleshooting Software

Software trouble ranges from minor difficulties such as a feature that doesn’t work as it should to major
problems such as the operating system failing to start.
The table below describes the most common general software problems, their possible causes, and
suggested solutions.

PROBLEM POSSIBLE CAUSE POSSIBLE SOLUTION

Operating system does Necessary file fails to load; Restart the computer, and then
not start or starts and background process starts before update the operating system.
then freezes operating system starts completely

Newly installed software Corrupted or missing software files Uninstall and then reinstall the
does not start software.

Newly installed software Operating system might not be Restart the computer, and then
starts, but doesn’t run aware of changes in system restart the software.
correctly settings
Other software does not Software bug or conflict with other Check the software publisher’s Web
start or runs with errors software site for an update or setting change
that can solve the problem; otherwise,
uninstall one of the programs in
conflict.

Module 1 Computing Fundamentals 25

Using Troubleshooting Tools
Operating systems include diagnostic tools that help you troubleshoot software problems. In Windows you can
use the Task Manager, send a problem report, and check for solutions in the Action Center.

Using the Task Manager

The Task Manager is a tool to track the system resources and diagnose computer problems. To open it, right-
click on the taskbar and select Task Manager from the shortcut menu. Alternatively, you can press
Ctrl+Alt+Delete and select Task Manager.
For example, suppose five applications are open and running and one application seem to slow down. To
find the possible cause, open Task Manager, and in the Processes tab, determine how much total memory is
being used, and then close applications if the total memory is close to 100 percent.
You can also use the Task Manager to close an application that does not respond to any action. In such a
case, you can open Task Manager and check the Status column, which might display a status of “Not
responding.” Select the unresponsive application and click the End task button to close the application.
Unfortunately, with this method, you lose any work you completed since the last time you saved the files in
the application.

FIGURE 4-1 Task Manager showing running applications and memory used

Using Problem-Reporting Tools

When a serious software problem happens, such as an application closing without warning, the operating
system display a dialog box asking if you want to send a problem report. A problem report is a copy of the error
data, which includes details about the problem, such as the name and version of the application, when the
error occurred, and technical information about the state of the system at that time. If you agree to send a
problem report, the operating system submits the information to help diagnose or solve the problem. These
solutions are often provided to you in software updates or patches.
If your computer is connected to the Internet, Windows can search for similar problems that other users
have reported, and then check for a solution. When a solution is available, Microsoft sends a message to the
Action Center and displays a ScreenTip in the notification area of the taskbar. You can click on the notification
icon to open the Action Center window and access the solution found.

Using Automated Troubleshooters

For some software and hardware problems, operating systems offer automated troubleshooters, which are
dialog boxes or wizards that check settings and then change them as necessary so you can perform certain
tasks. These tools are often the best way to solve specific problems such as complications from a software
updating tool and program compatibility issues.
For most applications, Windows provides a troubleshooter you can use to select and test compatibility
settings that might fix problems. However, you should not use automated troubleshooter with older antivirus
applications, disk utilities, or other system software because the troubleshooter might remove data or create
a security risk. In those cases, you should contact the software developer or visit the Windows Store for the
most recent version of the software.

Removing Malware
Malware such as viruses and spyware can infect your computer any time you visit a Web site or open an e-
mail attachment. Because malware can download, install, and run on your computer without your knowledge
or consent, it’s often difficult to know if it is infecting your computer.

Chapter 4 Computer Troubleshooting 26

 Your best protection against malware is to use the current version of your antivirus and antispyware
software to scan e-mail messages, attachments, and other files on your computer for viruses, worms, and other
types of malware.
Antivirus software locates a virus by comparing identifying characteristics of the files on your computer
to the characteristics of a list of known viruses, which are called virus definitions. When it finds malware,
antivirus software notifies you and takes action to protect your computer from harm. Because new malware
is being released daily, you need to keep the virus definitions up to date. The same is true of antispyware
software, though it refers to a list of known spyware as spyware definitions.
If antivirus or antispyware software finds suspicious files when it scans your computer, it usually places
them in quarantine, which means it moves the files to another location on your computer to safely segregate
them from other files. Quarantined files cannot run, so they cannot harm your computer. Most antivirus and
antispyware software gives you the option of deleting or restoring quarantined files.

Using Safe Mode

Safe mode is a troubleshooting option for operating systems that starts your computer with only basic services
and functionality. Because Safe mode uses only the most basic settings and drivers, the screen appears in its
lowest resolution with no background image, the computer is not connected to the Internet, and peripheral
devices such as speakers are disabled. “Safe Mode” also appears in the four corners of the screen to indicate
that Windows is in Safe mode.
Often, starting in Safe mode alone resolves a startup problem, which might be the result of a background
program not loading correctly. Try restarting the computer immediately after starting in Safe mode to see if
the problem recurs. If the problem recurs in normal mode but not in Safe mode, you can eliminate the default
settings and basic device drivers as possible causes. Next, start each application you normally use to see if it
opens in Safe mode. If an application does not open in Safe mode, reinstall it to see if that solves the problem.
If you have recently installed software on Windows, the software might not be compatible with your
version of Windows or might introduce other problems that are difficult to track. You can restore your
computer to an earlier point using the System Restore feature, a system utility that helps you restore system
files to an earlier state, usually one during which the startup problem did not occur. You use System Restore
to undo system changes without affecting your data files.

4.3 Troubleshooting Hardware

Problems with a computer’s internal hardware affect the computer’s ability to start and run, so they are major
problems that need to be addressed as soon as you notice them. Symptoms of internal hardware trouble are:
 Beeps during POST — Recall that when you start a computer, it performs the power-on self-test (POST)
to check critical system components and make sure they are running properly. These components include
the processor, RAM, and the video card. Some computers beep if these components are working normally
or do not beep at all. Other computers flash lights on the keyboard instead of using beeps. Search the
computer manufacturer’s Web site to learn what these codes or their absence signal. An error during
POST usually means one of the critical system components is damaged or failing and needs to be replaced.
 Hard drive makes unusual sounds — If you use your computer often, you are probably aware of the
normal sounds it makes as it saves files on the hard drive, which might include whirring or spinning
sounds. If a mechanical hard drive makes an unusual sound, such as grinding, clicking, or prolonged
spinning, it might have a problem that will eventually cause it to fail. If it suddenly takes a long time to
save files, your hard drive is on the brink of failure. Back up your data, use a disk-checking utility to scan
the drive for errors, and plan to replace the drive soon.
 Display screen is blank, garbled, or includes blank areas — These are all symptoms of a damaged video
card, which can be affected by power surges. A power surge or spike is a boost to the electrical charge
that powers the computer, and can occur during lightning storms, power outages, short circuits, and other
disruptions to a computer’s power source. Power surges can also damage hard drives and RAM. You can
test for video card failure by attaching a different monitor to your computer. If the new monitor does not
display information correctly, replace the video card.
 Frequent software crashes, unusual messages, or deteriorating performance — If the operating system
crashes or displays messages that don’t seem to relate to your current activities, suspect a problem with
RAM. Also suspect RAM failure if the computer performs a task normally shortly after starting, but takes
much more time to perform the same task later in the session. Use tools such as Task Manager to track
how much memory is installed on the computer. If the tool reports less RAM than was originally installed,
you need to replace a memory module.
 Computer does not start at all — If the computer does not even complete POST or fails shortly after
POST, the power supply, processor, or motherboard might need to be replaced. Considering that the
Chapter 4 Computer Troubleshooting 27
 processor is the most expensive component in your computer, you might consider replacing the entire
computer in this case.

Troubleshooting Firmware
Computer hardware manufacturers occasionally release updates to firmware, the software that permanently
resides on a chip or other hardware component to control a device. Updates to firmware usually enhance
features or fix bugs, so you should consider firmware updates when troubleshooting hardware problems,
especially those involving smartphones and tablets, which receive firmware updates more frequently than
other types of computers.
To find out about firmware updates, register a computer or device with the manufacturer, who will alert
you, usually by e-mail, when the firmware needs to be updated. You can also find out about firmware updates
by visiting the manufacturer’s Web site and online forums.
You update the firmware for a computer or device by connecting to the Internet and then selecting an
option on the device itself for updating the firmware. Before applying a firmware update, make sure the update
is for the exact model of your computer or device. Check the model number on the device itself or in its
documentation and apply a firmware update only if it is intended for your model. When you update firmware,
the old firmware is removed completely. If the new firmware is not compatible with your computer or device,
it will not work at all with the new firmware.

Checking Cables and Connections

Before replacing any internal components or the computer itself, follow the troubleshooting steps to try the
easiest fixes on your own. For example, if your computer doesn’t start or stops running suddenly, check the
power cords, especially if you recently moved the computer or bumped it, which could have loosened
connections.
If the display screen is blank on a desktop computer, first make sure the cable from the monitor is securely
attached to the system unit. If you are using a mobile computer, make sure the battery has enough charge to
run the computer. As you are recharging the battery, check the power adapter cable and its connection to the
device to make sure it is securely connected to the device and to the power outlet.
If you decide to work with a PC specialist to repair a computer, ask the specialist to check the internal
cables and connections before replacing components. Because system components are connected to the internal
circuitry and depend on each other for basic operations, reseating or reconnecting a component such as the
CPU, ROM, or a memory module might solve a seemingly serious problem.

4.4 Troubleshooting Peripheral Devices

In some ways, problems with peripheral devices are easier to troubleshoot than problems with internal
computer hardware because you can access the devices more easily. However, peripheral devices can
experience a wider range of problems than internal components, so it can take longer to find the right solution.
In general, check the following information as you troubleshoot any peripheral device:
 Cables and connections — As with internal components, make sure peripheral devices are properly and
securely connected to your computer. The operating system might not recognize a device if it is loosely
connected to a port on the computer.
 Compatibility — Determine whether the device is designed to run with the version and operating system
installed on your computer. Compatibility information is included on the packaging of a device and on
the Web site of a device manufacturer.
 Drivers — The operating system needs a compatible driver to interact with a peripheral device. In most
cases, drivers are provided with operating systems and are updated as necessary. If a peripheral device
is not working correctly, you can try updating the driver yourself from an optical disc provided with the
device or from the manufacturer’s Web site.
 Firmware — To update firmware for a peripheral device, you typically connect the device to your
computer, and then connect the computer to the Internet, if necessary. Visit the Web site of the device
manufacturer, navigate to the support page for your device, check the model number, and then follow the
instructions for updating the firmware.

CHAPTER REVIEW
Before moving on to the next chapter check that you now know how to:
 Describe typical software problems.
 Use troubleshooting tools provided by an operating system.
 Get help from online resources.
 Describe symptoms of problems with hardware components.
 Identify common solutions to problems with peripheral devices.
Chapter 4 Computer Troubleshooting 28