Computer

Hardware and
Software
Servicing with
Troubleshootin
g
Mr. Harold C. Sunio
ICT Instructor
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LEARNING OUTCOMES
In this lesson, you should be able to:
carry out installation and configuration of applications by
different methods including using data storage device;
carry out basic disassembly/assembly and troubleshooting of a
computer.
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WHAT IS A
TROUBLESHOOTING?

 is a systematic approach to problem-solving that is

often used to find and correct issues with complex
machines, electronics, computers and software
systems.
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TROUBLESHOOTING
OBJECTIVES

 The primary objectives of troubleshooting are to

figure out why something doesn't work as intended
and provide a solution to resolve the issue.
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How does troubleshooting work?

 Computer problems that troubleshooters address can show up
in any number of places. Examples of places troubleshooters
find themselves working include the following:
» operating systems
» applications
» central processing units or CPUs
» firewalls
» hard drives
» solid-state drives
» servers
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How does troubleshooting work?

* IT pros usually follow basic guidelines when troubleshooting server issues.

 Seven (7) Steps of Troubleshooting 7

methodologies

 Step 1. Gather information

 Step 2. Describe the problem
 Step 3. Determine the most probable cause
 Step 4. Create a plan of action and test a solution
 Step 5. Implement the solution
 Step 6. Analyze the results
 Step 7. Document the process
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Steps in a troubleshooting process

* A simple way to understand the troubleshooting process is with a flow diagram of

troubleshooting activity and tasks.
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Troubleshooting Tips

 1. Don't panic.
 2. Prepare for the worst — back it up.
 3. Make sure there really is a problem.
 4. Know your computer.
 5. Look for clues and write them down.
 6. Think about what changed recently on your computer.
 7. Determine repeatability.
 8. Reboots can do wonders sometimes.
 9. Scan for Viruses.
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General tips to keep in mind

• Write down your steps: Once you start troubleshooting, you may want to write
down each step you take. This way, you'll be able to remember exactly what you've
done and can avoid repeating the same mistakes. If you end up asking other
people for help, it will be much easier if they know exactly what you've tried
already.
• Take notes about error messages: If your computer gives you an error message,
be sure to write down as much information as possible. You may be able to use
this information later to find out if other people are having the same error.
• Always check the cables: If you're having trouble with a specific piece of
computer hardware, such as your monitor or keyboard, an easy first step is to
check all related cables to make sure they're properly connected.
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General tips to keep in mind

• Restart the computer: When all else fails, restarting the computer is a good thing
to try. This can solve a lot of basic issues you may experience with your computer.
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Simple solutions to common problem

Problem: Power button will not start computer
• Solution 1: If your computer does not start, begin by checking the power cord to
confirm that it is plugged securely into the back of the computer case and the
power outlet.
• Solution 2: If it is plugged into an outlet, make sure it is a working outlet. To
check your outlet, you can plug in another electrical device, such as a lamp.
• Solution 3: If the computer is plugged in to a surge protector, verify that it is
turned on. You may have to reset the surge protector by turning it off and then
back on. You can also plug a lamp or other device into the surge protector to
verify that it's working correctly.
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Simple solutions to common problem

Problem: Power button will not start computer

• Solution 4: If you are using a laptop, the battery may not be charged. Plug the AC
adapter into the wall, then try to turn on the laptop. If it still doesn't start up, you
may need to wait a few minutes and try again.
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Simple solutions to common problem

Problem: An application is running slowly
• Solution 1: Close and reopen the application.
• Solution 2: Update the application. To do this, click the Help menu and look for
an option to check for Updates. If you don't find this option, another idea is to run
an online search for application updates.
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Simple solutions to common problem

Problem: An application is frozen
Sometimes an application may become stuck, or frozen. When this happens, you
won't be able to close the window or click any buttons within the application.

• Solution 1: Force quit the application. On a PC, you can press (and hold)
Ctrl+Alt+Delete (the Control, Alt, and Delete keys) on your keyboard to open the
Task Manager. On a Mac, press and hold Command+Option+Esc. You can then
select the unresponsive application and click End task (or Force Quit on a Mac)
to close it.
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Simple solutions to common problem

Problem: An application is frozen

• Solution 2: Restart the computer. If you are unable to force quit an application,
restarting your computer will close all open apps.
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Simple solutions to common problem

Problem: All programs on the computer run slowly
• Solution 1: Run a virus scanner. You may have malware running in the
background that is slowing things down.
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Simple solutions to common problem

Problem: All programs on the computer run slowly

• Solution 2: Your computer may be running out of hard drive space. Try deleting
any files or programs you don't need.
• Solution 3: If you're using a PC, you can run Disk Defragmenter. To learn more
about Disk Defragmenter, check out our lesson on Protecting Your Computer.
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Simple solutions to common problem

Problem: The computer is frozen

Sometimes your computer may become completely unresponsive, or frozen.

When this happens, you won't be able to click anywhere on the screen, open or
close applications, or access shut-down options.
• Solution 1 (Windows only): Restart Windows Explorer. To do this, press and hold
Ctrl+Alt+Delete on your keyboard to open the Task Manager. Next, locate and
select Windows Explorer from the Processes tab and click Restart. You may need
to click More Details at the bottom of the window to see the Processes tab.
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Simple solutions to common problem

Problem: The computer is frozen
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Simple solutions to common problem

Problem: The computer is frozen
• Solution 2 (Mac only): Restart Finder. To do this, press and hold
Command+Option+Esc on your keyboard to open the Force Quit Applications
dialog box. Next, locate and select Finder, then click Relaunch.
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Simple solutions to common problem

Problem: The computer is frozen
• Solution 3: Press and hold the Power button. The Power button is usually
located on the front or side of the computer, typically indicated by the power
symbol. Press and hold the Power button for 5 to 10 seconds to force the
computer to shut down.
• Solution 4: If the computer still won't shut down, you can unplug the power
cable from the electrical outlet. If you're using a laptop, you may be able to
remove the battery to force the computer to turn off. Note: This solution should
be your last resort after trying the other suggestions above.
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Simple solutions to common problem

Problem: The mouse or keyboard has stopped working
• Solution 1: If you're using a wired mouse or keyboard, make sure it's correctly
plugged into the computer.
• Solution 2: If you're using a wireless mouse or keyboard, make sure it's turned
on and that its batteries are charged.
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Simple solutions to common problem

Problem: The sound isn't working
• Solution 1: Check the volume level. Click the audio button in the top-right or
bottom-right corner of the screen to make sure the sound is turned on and that
the volume is up.
• Solution 2: Check the audio player controls. Many audio and video players will
have their own separate audio controls. Make sure the sound is turned on and
that the volume is turned up in the player.
• Solution 3: Check the cables. Make sure external speakers are plugged in,
turned on, and connected to the correct audio port or a USB port. If your
computer has color-coded ports, the audio output port will usually be green.
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Simple solutions to common problem

Problem: The sound isn't working
• Solution 4: Connect headphones to the computer to find out if you can hear
sound through the headphones.
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Simple solutions to common problem

Problem: The screen is blank

• Solution 1: The computer may be in Sleep mode. Click the mouse or press any
key on the keyboard to wake it.

• Solution 2: Make sure the monitor is plugged in and turned on.

• Solution 3: Make sure the computer is plugged in and turned on.

• Solution 4: If you're using a desktop, make sure the monitor cable is properly
connected to the computer tower and the monitor.
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Simple solutions to common problem

Solving more difficult problems

If you still haven't found a solution to your problem, you may need to ask
someone else for help. As an easy starting point, we'd recommend
searching the Web. It's possible that other users have had similar
problems, and solutions to these problems are often posted online. Also, if
you have a friend or family member who knows a lot about computers, they
may be able to help you.
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Simple solutions to common problem

Solving more difficult problems

Keep in mind that most computer problems have simple solutions, although it
may take some time to find them. For difficult problems, a more drastic
solution may be required, like reformatting your hard drive or reinstalling your
operating system. If you think you might need a solution like this, we
recommend consulting a professional first. If you're not a computer
expert, it's possible that attempting these solutions could
make the situation worse.
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Example of basic computer hardware
troubleshooting
Briefly description of Beep code

When the computer start it performs a Power-on Self-Test (POST).

• Problems occurred during booting are either displayed on screen or the
computer gives beep sounds.
• Beep sound may also be due to wrong connection or loose connection.
• This sound is generated from motherboard internal speaker.
• Many BIOS will have different BEEP codes even if they are from the same
manufactures.
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Example of basic computer hardware
troubleshooting
Name of the AMI BIOS beep codes
Beep Code Description
1 Short DRAM refresh failure.
2 Short Parity circuit failure.
3 Short Base 64k RAM failure.
4 Short System timer failure.
5 Short Process failure.
6 Short Keyboard controller Gate A20 error.
7 Short Virtual mode exception error.
8 Short Display memory read/write test failure.
9 Short ROM BIOS checksum failure.
10 Short CMOS shutdown read/write error.
11 Short Cache memory failure.
1 Long, 3 Short Conventional/ Extended memory failure.
1 Long, 8 Short Display/ Retrace test failure.
2 Long Low CPU Fan speed, voltage level issue.
Continuous Short Beep If any peripheral is loosely connected.
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Example of basic computer hardware
troubleshooting
How to troubleshooting Beep codes?

• Turn on or restart the computer.

• When the computer begins to boot, listen to the beep codes carefully.
Restart the computer to hear the beeping again.
• Note down the pattern of the beeps.
• Depending on the BIOS manufacturer, the solution will differ for the beep
code.
• Choose the correct beep code troubleshooting guide.
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Example of basic computer hardware
troubleshooting
How to troubleshoot a printer no printing issue?

• Unplug and restart your printer.

• Check cables or wireless connection.
• Uninstall and reinstall your printer.
• Install the latest driver for your printer.
• Run the printing troubleshooter.
• Clear and reset the print spooler.
• Change a printer’s status to “online”.
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Common computer problems and how to
troubleshoot them
1. My computer runs slowly.

General description:
Your computer takes a long time to boot
up, programs take a long time to open, and
both system and application functions take longer than usual to respond to
your inputs.
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Common computer problems and how to
troubleshoot them
1. My computer runs slowly.

Common causes:
• You have too many windows open at once, or too many programs running
at once.
• Your computer’s registry is fragmented or corrupted.
• Your computer has installed a virus or other malware program.
• Your computer doesn’t have enough RAM to run all the programs you want
it to.
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Common computer problems and how to
troubleshoot them
1. My computer runs slowly.
Troubleshooting suggestions:
• Close any windows and quit any programs that you aren’t immediately
using.
• Go to your Control Panel and uninstall old programs that you don’t use
anymore.
• Open your Task Manager and stop programs or processes that don’t need
to be running.
• Install and run an antivirus program to repair infected files.
• Take your computer to a repair shop to get its RAM upgraded.
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Common computer problems and how to
troubleshoot them
2. I’m stuck on the “Blue Screen of Death.”

General description:
This is more officially known as a “STOP error,”
and it shows up when your computer’s operating
system determines that it can’t run your computer safely at the moment. It
has various causes, some of which are more serious than others. Be sure to
read the specific error message for hints on what went wrong.
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Common computer problems and how to
troubleshoot them
2. I’m stuck on the “Blue Screen of Death.”

Common causes:
• A piece of hardware on your computer is malfunctioning or is not
compatible.
• The software controlling a piece of hardware (i.e. “driver” or “firmware”) is
out of date.
• Your main hard disk doesn’t have enough free memory space available on
it.
• Your computer has installed a virus or other malware program.
• Your BIOS or other hardware settings are misconfigured.
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Common computer problems and how to
troubleshoot them
2. I’m stuck on the “Blue Screen of Death.”
Troubleshooting suggestions:
• Use System Restore to revert your computer to a state where it was working.
• Go to your Control Panel and uninstall old programs that you don’t use anymore.
• Install and run an antivirus program to repair infected files.
• Install updates for your operating system, device drivers, BIOS, and other programs.
• Change the settings for your BIOS and hardware back to their defaults.
• Make sure all hardware components of your computer are properly installed.
• Test your computer’s hardware for failures (likely RAM or hard disk), and replace if
necessary.
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Common computer problems and how to
troubleshoot them
3. My computer won’t turn on.

General description:
You press the power button and your computer
won’t turn on, or it powers up and then promptly
shuts down. The good news (if you can call it that) is that this is almost
always a hardware problem, so you can usually immediately rule out any
software-related culprits.
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Common computer problems and how to
troubleshoot them
3. My computer won’t turn on.

Common causes:
• One or more power switches to your computer system aren’t turned on.
• Your computer’s power supply or power cord is missing, unplugged, or
faulty.
• One or more of your computer’s hardware components are improperly
connected or faulty.
• Your computer’s CMOS battery is out of power.
• The power button itself isn’t working.
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Common computer problems and how to
troubleshoot them
3. My computer won’t turn on.
Troubleshooting suggestions:
• Make sure each switch leading to your computer’s power supply is on.
• Make sure all power cables on your computer are connected and set to the correct
voltage.
• Remove all intermediary power sources and plug your computer directly into an outlet.
• Disconnect all peripheral devices (mouse, keyboard, etc.) before trying to start your
computer.
• Open your computer case and make sure all hardware components are properly
connected.
• Replace your CMOS battery.
• Replace your hard drive or motherboard
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Common computer problems and how to
troubleshoot them
4. My computer continually or randomly
restarts or shuts down, especially while it’s
booting
General description:
Your computer randomly restarts or shuts down on
you while you’re using it. Or, shortly after booting up,
your computer crashes and shuts down or forces you to restart it. Like the
“Blue Screen of Death” (which is sometimes associated with this problem),
this can be caused by a few different things, and some of them require more
work to fix than others.
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Common computer problems and how to
troubleshoot them
4. My computer continually or randomly restarts or shuts down, especially
while it’s booting

Common causes:
• Your operating system is missing a key update.
• One or more of your computer’s device driver programs are out of date.
• Your computer has installed a virus or other malware program.
• Your computer’s motherboard, RAM, and/or hard disk are damaged.
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Common computer problems and how to
troubleshoot them
4. My computer continually or randomly restarts or shuts down, especially
while it’s booting
How to troubleshoot it:
• Make sure you have installed all recommended update packages for your operating
system.
• Make sure the device drivers for your computer’s hardware components are all up-to-date.
• Install, update, and run an antivirus program to repair infected files.
• Take out a RAM module and start your computer. If it doesn’t work, put it back and try
another.
• Replace your hard drive and/or RAM modules, with an experienced repair person if
necessary.
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Common computer problems and how to
troubleshoot them
5. Parts of my computer are beeping or making
strange noises.

General description:
You should hear minimal noise coming from your computer if
it’s running optimally. But if the hard drive starts beeping, or
other hardware parts start making more noise than usual, it
could be a sign of a problem with your computer.
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Common computer problems and how to
troubleshoot them
5. Parts of my computer are beeping or making strange noises.

Common causes:
• A CD/DVD-ROM or external disk drive may be trying to access files (most of
which is normal).
• One or more of your computer’s cooling fans are broken or working sub-
optimally.
• A RAM module or other piece of hardware is malfunctioning or is
incorrectly installed.
• The hard drive is close to failing.
• The motherboard has detected some other manner of problem.
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Common computer problems and how to
troubleshoot them
5. Parts of my computer are beeping or making strange noises.

How to troubleshoot it:

• Remove any disks from your CD/DVD-ROM drive and disconnect any external disk drives.
• Clean your computer fans with something, like a compressed air can, or repair or replace
them.
• Check the BIOS settings to make sure they’re running the fans correctly.
• Remove all RAM modules and then properly re-insert them.
• Remove any newly-installed hardware components and re-insert, repair, or replace them.
• Back up the files on your hard drive and then get it replaced.
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Common computer problems and how to
troubleshoot them
6. My computer is overheating.

General description:
Parts of your computer feel abnormally hot when
you touch them or put your extremities near them.
This is usually a problem with your computer’s fans or other cooling
systems, but that may have indirect causes as well, such as putting a bigger
data load on your computer than it can handle.
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Common computer problems and how to
troubleshoot them
6. My computer is overheating.

Common causes:
• The airflow through your computer’s case is restricted or blocked.
• You have too many windows open at once, or too many programs running
at once.
• Your BIOS settings are running your computer faster than it can handle
(“overclocking”).
• One or more of your computer’s cooling fans are broken or working sub-
optimally.
• Your computer doesn’t have enough RAM to run all the programs you want
it to.
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Common computer problems and how to
troubleshoot them
6. My computer is overheating.

How to troubleshoot it:

• Close any windows and quit any programs that you aren’t immediately using.
• Open your Task Manager and stop programs or processes that don’t need to be running.
• Adjust the BIOS settings to run the fans correctly and not run your CPU faster than it can
handle.
• Make sure the vents to and from your computer’s fans aren’t blocked.
• Install and use a program that can control the speed of your computer’s fans.
• Clean your computer fans with something, like a compressed air can, or repair or replace
them.
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Common computer problems and how to
troubleshoot them
7. My computer’s peripheral devices, like
the mouse and keyboard, aren’t working.

General description:
Extra hardware devices that you attach to your
computer – like a keyboard, mouse, or external disk
drive – aren’t working or are acting differently than they normally do. This
is mainly a connection or driver issue, but it may be something else.
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Common computer problems and how to
troubleshoot them
7. My computer’s peripheral devices, like the mouse and keyboard, aren’t
working.

Common causes:
• One or more of your computer’s device driver programs are out of date.
• One or more of your computer’s connection ports aren’t working properly.
• Settings on your computer regarding the device have been improperly
configured.
• The component itself isn’t working due to being damaged or dirty.
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Common computer problems and how to
troubleshoot them
7. My computer’s peripheral devices, like the mouse and keyboard, aren’t
working.
How to troubleshoot it:
• Make sure the device drivers for your computer’s hardware components are all up-to-date.
• Unplug the faulty device from your computer, then plug it back in (to another port, if you
can).
• Go to your Control Panel and change your settings (start with “Ease of Access”).
• Clean the faulty device (taking it apart if you need to), or get it repaired or replaced.
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Common computer problems and how to
troubleshoot them
8. My computer suddenly freezes while I’m using it.

General description:
You’re using your computer normally, when all of a sudden,
the screen stops moving and your input devices don’t
respond. It happens to most of us every once in a while, but if it happens
repeatedly, you may have a bigger problem on your hands
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Common computer problems and how to
troubleshoot them
8. My computer suddenly freezes while I’m using it.

Common causes:
• A software program on your computer has experienced an error.
• One or more of your computer’s processes is taking up too much memory
and CPU power.
• Your computer has installed a virus or other malware program.
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Common computer problems and how to
troubleshoot them
8. My computer suddenly freezes while I’m using it.

How to troubleshoot it:

• Open your Task Manager and stop programs that aren’t responding.
• Open your Task Manager and stop processes that are taking up a lot of memory or CPU
power.
• Install, update, and run an antivirus program to repair infected files.
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Common computer problems and how to
troubleshoot them
9. I think my computer has installed a virus
or other form of malware.

General description:
As we’ve discussed, a virus or malware program
can be responsible for all sorts of nasty things that
happen to your computer: it slows down, unwantedly runs or changes
programs, sporadically restarts or shuts down, repeatedly crashes, and
more. Fortunately, its possible causes are relatively limited, and there’s
quite a bit that you can do about one.
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Common computer problems and how to
troubleshoot them
9. I think my computer has installed a virus or other form of malware.

Common causes:
• You opened or downloaded a file that contained a malware program.
• You connected a device to your computer whose files were infected with
malware.
• You visited a website that was infected with malware.
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Common computer problems and how to
troubleshoot them
9. I think my computer has installed a virus or other form of malware.
How to troubleshoot it:
• Disconnect all removable disk drives from your computer.
• Download, install, and update the Microsoft Malicious Software Removal Tool.
• Download, install, and update a leading antivirus program.
• Disconnect your computer from the Internet.
• Reboot your computer in Safe Mode.
• Run the Malicious Software Removal Tool and the antivirus program you installed.
• Re-connect to the Internet.
• Make sure you have installed all recommended update packages for your operating system.
• Make sure your computer’s built-in Microsoft Security Features are operating and up-to-date.
• Know how to spot and avoid unsafe files and sites on the Internet.
• Install browser extensions to detect and block malware before it reaches your computer.
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Common computer problems and how to
troubleshoot them
10. My computer can’t maintain a
connection to the Internet.

General description:
You can’t use a web browser or other
Internet-related service because you can’t connect
to the Internet. Or, while you’re using the Internet, you get an error message
because your computer has disconnected.
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Common computer problems and how to
troubleshoot them
10. My computer can’t maintain a connection to the Internet.

Common causes:
• Your Internet router may not be plugged in or working properly.
• There may be too much distance or interference between your computer
and your router.
• The driver for your computer’s network card may be out of date.
• Your computer’s network card may not be receiving the power it needs.
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Common computer problems and how to
troubleshoot them
10. My computer can’t maintain a connection to the Internet.
How to troubleshoot it:
• Make sure your Internet router is plugged in and working. If not, repair or replace it.
• Move your computer closer to your router, and/or move obstacles out of the way.
• Update the driver program for your computer’s network card.
• Go to “Wireless Adapter Settings” in “Power Options” and set to “Maximum
Performance.”
• Call your Internet Service Provider and inquire about the problem.