APPLAY PROBLÈMES

SOLVING TECHNIQUES TO
ROUTINE MALFUNCTION

UNIT ONE

IDENTIFY PROBLEMS
IDENTIFYING HARDWARE, SOFTWARE,
USER OR PROCEDURAL PROBLEM
 Overview of Problems

Problem - is any challenge that hinders us from

attaining our objectives; or it may tackle and
reduces our performance of doing our daily
activities.
Routine problems – are computer problems that
happen intermittently again and again and we are
familiar with.
A problem sometimes can be as simple as restarting
your computer to solve but sometimes it may take
many steps and processes.
Once we identify the problem, it will be easy for us
to find the solution.
In order to identify computer related problems, we
need to categorize problem areas as follows:
 Hardware related problems

 Software related problems

 User or Procedure related problems

1. HARDWARE PROBLEMS

 Problems in the hardware area cover the hard

components of the computer; the power supply, the
motherboard, the memory chips, the CPU, the
CPU sink, the various cards and parts that make up
the actual physical presence of the computer may
crush or problem of incompatibility.
HARDWARE FAULT-FINDING CHECKLIST
 Computers operate best when they are used in a clean
environment, and when they are cleaned regularly.
 Most offices and homes are clean enough that a
computer requires no special treatment other than
regular cleaning as part of routine preventive
maintenance.
 First, consult any service level agreements (SLA) to
ascertain if or clarify response time obligations and
internal/external responsibilities,
 Consult documentation logged from previous related or
similar situations. (Determine a set of questions can you
ask the user you in finding a solution.)
 Remember to keep safety as your highest priority by
observing OH&S protections, that is, ensure your own
safety first, and then consider other protections such as
static discharge, etc.
 Check the power supply. Ensure it is working and that it
is powering the motherboard.
 If no video is displayed try swapping the monitor with a
known good one.
 If the video controller is built in, disable it and try
another known working video card.
 Remove all expansion cards. If the machine boots,
replace the cards one by one until the problem reappears.
 Check the CPU fan is operating.
 Check the RAM chips by swapping them with
known good ones.
 Check the motherboard for signs of blown
components.
 If still no success, you might swap the entire
motherboard and CPU.
 2. SOFTWARE RELATED PROBLEMS

Operating system for our purpose here, the operating system

we will look at is Windows 7. Problems with Windows 7
usually arise when some process or event has corrupted or
deleted settings or files that Windows depends upon to run
smoothly.
 You might see errors about dll files missing or you might see that
Windows just won’t start, or it will start, but then crash with the “blue
screen of death”.
Application software related problems - application
issues are the main cause of most computer problems. There
are so many different software programs, all written in
different code; all trying to talk to each other and work
together without having conflicts.
The best way to avoid these types of problems is to:
 Keep track of what you install on your computer.
 Watch how your computer behaves after you install a new program.
3. USER RELATED PROBLEMS OR PROCEDURAL
PROBLEMS

The most commonly used methods to identify problems in dealing

computer problem troubleshooting are collecting information from
user/customer and computer itself.
Collecting Information

A well-defined problem really is half the solution. Something

magical happens when you write down precisely what is wrong.
Just collecting the symptoms triggers your brain to start searching
for causes. As a bonus, if you write down the problem it will
prepare you for other strategies.
Interview – is the best strategy to identify what problems the
user/customer regarding the problem at hand is the most common and
fastest way of getting information.

The followings are some of the questions one need to mention

during the interview.
 What has been changed recently?
 Has anyone added a new program recently?
 Which programs are affected? Which programs are working still
properly?
 Which components are dead, which components still work?
 Has any hardware changed?' If so reverse engines, revert to how it was
and check if that cures the problem. Pattern recognition is a vital
troubleshooting skill.
 What can you see that causes you to think there's a problem?
 Where is it happening?
 How is it happening?
 When is it happening?
 Why is it happening
Looking at computer symptoms – there are many helpful error
codes, beep sounds, symptoms shown by our computer which
help us to determine what the problem is, how to troubleshoot etc.
 Error codes displayed on screen, shown in device manager,
event viewer etc
 Listen beep sound codes
Using your sense organs
 Smelling to identify for burnt components if any
 visual inspection - Looking Light emitting diodes (LED) for NIC,
HDD, CD-ROM, etc,
 Watch the user while he/she is performing or using computer, so
that we can identify procedural or user related problems.

 Ask the user to reproduce the problem? Can you make the fault
reoccur? If so, write down any error messages and type them into
search engines like google.com
In all cases where you are trying to troubleshoot a problem, you
need to use a logical step-by-step approach and go from simple to
complex.

For example, two questions that you would always ask in this
situation are:
 When did the problem begin?
 Has any new hardware or software been added between the times
that the problem appeared and when the system was last working
correctly?
Here is a list of reasons why a computer might hang each time a
specific software application is run.
 It could indicate:
 A corrupted file,
 An incorrect installation,
 Hard disk failure,
 A virus,
 A new application causing conflict,
 New hardware causing conflict,
 New device drivers causing a conflict with older software.
 DEFINING AND DETERMINING PROBLEMS
General computer problem troubleshooting guide

Here’s a general troubleshooting guide that you can use when a computer develops a fault.

1. Don’t fear.

2. Observe:
 What are the symptoms?
 What conditions existed at the time of failure?
 What actions were in progress?
 What program was running?
 What was displayed on the screen?
 Was there an error message?
 What functions are still working?
3. Use your senses (sight, hearing, smell and touch).
 Is there any odour present?
 Does any part of the system feel hot?
4. Check power supply:
 Is the plug inserted snugly into the computer?
 Is the power cord plugged into an appropriate wall power outlet?
 Is the wall power outlet working?
5. Documentation (fill in a pre-designed check list):
 What is the computer doing?
 What is the computer not doing?
 What is being displayed on the screen?
 Is there any error message?
 What is still operating with everything connected?
 Is power still operating on each part of a computer?

6. Assume one problem:

 Use correct data and resources
 Use relevant technical manuals and information
7. Use proper test equipment.

8. Isolate units one-by-one:

 If a system worked when all peripherals were disconnected,
turn power off and reconnect one of the peripherals. Power
on and test.

9. Consult your index of symptoms:

 Using your logbook, help desk database, or any relevant
flow charts in reference books and manuals.
10. Localise to a stage.

11. Isolate to the failed part.

12. Test and verify proper operation.

After diagnosing and rectifying the fault, you need to document it

in the log book or help desk database for future reference.
 IDENTIFYING AND DOCUMENTING CONDITION OF
HARDWARE, SOFTWARE, USER AND PROBLEM

 Preventive maintenance is a regular and systematic inspection,

cleaning, and replacement of worn parts, materials, and systems.
Preventive maintenance helps to prevent failure of parts, materials,
and systems by ensuring that they are in good working order.
 Preventive maintenance periodically checking hardware and
software to ensure proper operation.
 Troubleshooting is a systematic approach to locating the cause of a
fault in a computer system. A good preventive maintenance program
helps minimize failures.
Hardware

Check the condition of cables, components, and peripherals. Clean components ,

Repair or replace any components that show signs of damage or excessive wear.

Use the following tasks as a guide to create a hardware maintenance program:

 Remove dust from fan intakes.

 Remove dust from the power supply.

 Remove dust from components inside the computer.

 Clean the mouse and keyboard.

 Check and secure loose cables.

Software

Verify that installed software is current. installing security updates,

operating system updates, and program updates
 Use the tasks listed as a guide to create a software maintenance schedule that fits
the needs of your computer equipment:
 Review security updates.
 Review software updates.
 Review driver updates.
 Update virus definition files.
 Scan for viruses and spyware.
 Remove unwanted programs
 Scan hard drives for errors.
 Defragment hard drives.
 DOCUMENTING PROBLEMS
 Document the information obtained from the customer in the
work order and in the repair book. Write down anything that you
think might be important for you or another technician.
 It is now time to verify the customer’s description of the problem
by gathering data from the computer.
When researching possible solutions for a problem, use the following sources
of information:
 Your own problem-solving experience
 Other technicians
 Internet search
 Newsgroups
 Manufacturer FAQs
 Computer manuals
 Device manuals
 Online forums
 Technical website
DOCUMENT FINDINGS, ACTIONS, AND OUTCOMES

Finish the troubleshooting process by closing with the customer.

Communicate the problem and the solution to the customer
verbally and in writing. If possible, demonstrate how your
solution has solved the problem. Be sure to complete the
documentation, which should include the following information:
 Description of the problem
 Steps to resolve the problem
 Components used in the repair