Hardware and Network Servicing

Level-III

Module Title: Apply Problem -Solving Techniques to Routine

Malfunction
UNIT ONE: IDENTIFY PROBLEMS

Jigjiga – Ethiopia
by : Abdifetah Eid
Ahmed
 Introduction to the Module

• This module defines the competence required to apply

problem solving techniques to determine the origin and plan
for the resolution of à routine malfunction.
• Module units
• Identify problems
• Fundamental / root causes of the problem
• Solutions to problem
• Workplace Communication

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• Learning Objectives
• IT technicians may encounter countless computer problems and other IT related routine
problems. It is a must to have a knowledge, skill and right attitude which enable you to
solve these problems. The main objective of this learning guide is:
• To acquaint you with the knowledge and skill of identifying routine problems
• To Identify problem areas
• To Systematize problem solving approaches

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 Overview of Problems

Definitions
• Problem - is any challenge that hinders us from attaining our objectives;
or it may tackle and reduces our performance of doing our daily
activities. Since we are Information Technology technicians we may
face many technical problems in our day to day activities.
• Routine problems – are computer problems that happen intermittently
again and again and we are familiar with.
• Routine problems are easy to solve

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• A problem sometimes can be as simple as restarting your computer to
solve but sometimes it may take many steps and processes, it may need to
break into small and manageable formats (divide and conquer rule) so
that we can solve easily.
• Identifying problem is the first step in problem solving that is why it is
said that “Identified problem is equal to solved problem”. Once we
identify the problem, it will be easy for us to find the solution

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• In order to identify computer related problems, we need to categorize
problem areas as follows:
• 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.

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• Because the first thing a computer does when it is
turned on is check out its hardware, issues in this area
tend to show up immediately upon powering up.
• However, sometimes hardware issues don’t show up
until the computer has been running for a while. If that
happens, the cause of the problem will have something
to do with the computer overheating and the heat
causing the malfunction.

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 A HARDWARE FAULT-FINDING CHECKLIST

• Here’s a useful checklist that you can use to help you diagnose faults
in hardware.
• First, consult any service level agreements (SLA) to ascertain if or
clarify response time obligations and internal/external responsibilities.
Determine also if there are there any other organisational guidelines
you need to follow.
• Consult documentation logged from previous related or similar
situations. Determine a set of questions can you ask the user, your
colleagues and your supervisor that might assist you in finding a
solution.
• Remember to keep safety as your highest priority by observing OH&S
precautions, that is, ensure your own safety first, and then consider
other precautions such as static discharge, etc.

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• 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. To disable the built in video controller you will
need to access the system CMOS or BIOS setup. On some systems,
simply inserting a new video card will automatically disable the built
in video.
• 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.
• Remember to document everything you do according to
organisational guidelines. 9
 Software related problems

• – operating system for our purposes here, the operating

system we will look at is Windows XP. Problems with
Windows XP usually arise when some process or event
has corrupted or deleted settings or files that Windows
depends upon to run smoothly.

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 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. Inevitably, just as in human interactions, there
are conflicts, and these can cause overall computer
issues.
• The best way to avoid these types of problems is to
keep track of what you install on your computer.

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 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.

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1. 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

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 ASK: 'WHAT HAS 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

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2. 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

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 3. 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, burnt components also can be identified by
visual inspection, swollen parts releasing fluid like capacitors
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
• Ask the user/customer to show you the steps or process he/she
performs to do what she/he wants the computer to do so that
you can determine whether the problem is procedural or other.

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• 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 time that the problem appeared and when the
system was last working correctly?

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• 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.

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 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?

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3. Use your senses (sight, hearing, smell and touch).
• Is there any odour present?
• Does any part of the system feel hot?
4Check 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?
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6. Assume one problem:
• Use correct data and resources
• Use relevant technical manuals and information
7. Use proper test equipment.
• 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. If that unit works, turn
the power off and reconnect another peripheral. Again, power up and test.
Follow this procedure until a unit fails.
8. Consult your index of symptoms:
• Using your logbook, help desk database, or any relevant flow charts in
reference books and manuals.
9. Localise to a stage.
• Isolate to the failed part.
10. Test and verify proper operation.
11. After diagnosing and rectifying the fault, you need to document it
in the log book or help desk database for future reference.
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 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.
• Troubleshooting is a systematic approach to locating the cause
of a fault in a computer system. A good preventive maintenance
program helps minimize failures.
• With fewer failures, there is less troubleshooting to do, thus
saving an organization time and money. Preventive maintenance
can also include upgrading certain hardware or software such as a
hard drive that is making noise, upgrading memory that is
insufficient, or installing software updates for security or reliability.
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• Troubleshooting is a learned skill. Not all troubleshooting
processes are the same, and technicians tend to refine
their troubleshooting skills based on knowledge and
personal experience. Use the guidelines in this chapter as a
starting point to help develop your troubleshooting skills.
Although each situation is different, the process described
in this chapter will help you to determine your course of
action when you are trying to solve a technical problem for
a customer

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• Preventive maintenance reduces the probability of hardware or
software problems by systematically and periodically checking
hardware and software to ensure proper operation.
• Hardware
• Check the condition of cables, components, and peripherals.
Clean components to reduce the likelihood of overheating.
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.
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 Software

• Verify that installed software is current. Follow the policies of the

organization when installing security updates, operating system updates,
and program updates. Many organizations do not allow updates until
extensive testing has been completed. This testing is done to confirm
that the update will not cause problems with the operating system and
software.
• 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.

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During the troubleshooting process, gather as much information from the customer as possible. The customer should provide you with
the
basic facts about the problem. Here is a list of some of the important information to gather from the customer:

 Customer information  Computer configuration  Description of problem

 Company name  Manufacturer and model  Using Open-ended questions
 Contact name  Operating system information  Using Closed-ended questions
 Address  Network environment
 Phone number  Connection type

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 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.
Often, the small details can lead to the solution of a difficult or complicated problem. It is now
time to verify the customer’s description of the problem by gathering data from the
computer.
• After you have determined the exact cause of the problem, establish a plan of action to
resolve the problem and implement the solution. Sometimes quick procedures can determine
the exact cause of the problem or even correct the problem.
• If a quick procedure does not correct the problem, you might need to research the problem
further to establish the exact cause.
• 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

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• 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

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 LO2: Determine fundamental/root causes of the
problem
• Determining the fundamental causes of the
problems
• You have seen that how to identify problems whether it
is related to hardware, software, user related or
procedural problems and now you will be introduced
how to determine the root causes of the problem you
identified.
• The most frequently used method of identifying causes
of computer problems are still gathering additional
information. You may achieve it by

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• Getting input from other people who notice the problem and who
are affected by it.
• Collect input from other individuals one at a time
• Use diagnostic tools
• Write down what your opinions and what you've heard from
others.
• Seek advice from a peer or your supervisor in order to verify your
impression of the problem.
• Write down a description of the cause of the problem and in terms
of what is happening, where, when, how, with whom and why.
• Search Microsoft Knowledgebase databases for common computer
problem causes
• Search Internet
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Potential causes of damage to computer hardware and software

• There are a number of common causes of damage to

a computer or its components. These are:
1. TEMPERATURE VARIATIONS
• CAUSE
• Temperature variations (expansion and contraction
of components from temperature change) can lead
to serious problems.

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• DAMAGES
• Chip creep — where the heating and cooling of components
can cause movement, usually out of the socket that holds the
component.
• Signal traces on circuit boards can be cracked and separated.
• Solder joints can be broken.
• Contacts undergo accelerated corrosion.
• Solid-state components can be damaged.
• Read and write problems on hard disk drive (due to
expansion and contraction of the platter of hard disk the data
may be written at a different location relative to the track
centre).
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• ADVICE
• Ensure a computer operates in correct ambient
temperature Refer to the computer User’s Manual for
this information.
• Ensure the ambient temperature when the:
• system is on it is in the range of 15-32 °C
• system is off it is in the range of 10-40 °C.

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• POWER CYCLING
• CAUSE
• Turning on a cold computer subjects it to the greatest
possible internal temperature variation.
• DAMAGES
• Same as for temperature variation
• ADVICE
• Power on a computer only once daily if there is stable
power line. Don’t turn a computer on and off several
times every day.

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• POWER CYCLING
• CAUSE
• Turning on a cold computer subjects it to the greatest
possible internal temperature variation.
• DAMAGES
• Same as for temperature variation
• ADVICE
• Power on a computer only once daily if there is stable
power line. Don’t turn a computer on and off several
times every day.

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• STATIC ELECTRICITY
• CAUSE
• This problem usually appears during winter months when humidity is low, or
in extremely dry climates where the humidity is low year-round.
• Some static-sensitivity problems are caused by improper grounding of
computer power.
• DAMAGES
• Electronic components
• ADVICE
• Always use a three-prong, grounded power cord plugged into a properly
grounded outlet. You could use an outlet tester to check that it is properly
grounded, but today, OH&S requires that all power equipment be properly
tested and certified. This includes the outlets, cables and connectors.
• Use a grounded static mat underneath a computer, or an antistatic wrist-
strap, before touching internal components of the computer.
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• POWER LINE NOISE
• CAUSE
• This problem is caused by poor quality power being supplied to a computer system, which creates
some spikes and transients (short transient signals of sometimes 1000 volts or more).
• It can also be caused by sharing a power source with other higher power consuming equipment,
such as coffee makers, copy machines or a laser printer.
• The wire size and length will affect the resistance of a power circuit.
• DAMAGES
• All system components
• ADVICE
• A computer system should be on its own circuit with its own circuit breaker.
• A three-wire circuit is a necessity.
• A computer system should be on its own circuit with its own circuit breaker.
• A three-wire circuit is a necessity.
• To decrease resistance, avoid extension cords unless absolutely necessary and then use only heavy-
duty extension cords.
• Avoid using too many items on a single outlet.
• Add an Uninterruptible Power Supply (UPS) as a power conditioner

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• DUST AND POLLUTANTS
• CAUSE
• A power supply fan carries airborne particles through a computer.
• Food crumbs are attracted by magnetic media, while cigarette ash and
smoke are drawn toward disk drives.
• DAMAGES
• Floppy disk heads and media
• Electronic components (dust on the surface of components prevents
necessary heat loss)
• ADVICE
• Use power supply unit with air filter (the filter must be cleaned and
changed periodically).
• Don’t operate an unprotected computer in a dusty environment, eg an
industrial workshop.
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• WATER
• CAUSE
• On a desktop, coffee or tea spills over a keyboard or
into a monitor.
• DAMAGES
• Keyboard malfunction
• Monitor explosion (if a monitor is on)
• ADVICE
• Never eat, drink or smoke inside a computer room.

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 Developing possible cause statement

• Introduction
• Problem solving is the act of defining a problem;
determining the cause of the problem; identifying,
prioritizing, and selecting alternatives for a solution; and
implementing a solution.
• The Six Step Problem Solving Model
• Problem solving models are used to address the many
challenges that arise in the workplace. While many people
regularly solve problems, there are a range of different
approaches that can be used to find a solution.
• Complex challenges for teams, working groups and boards
etc., are usually solved more quickly by using a shared,
collaborative, and systematic approach to problem solving.

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 Advantages

• The Six-Step method provides a focused procedure for the problem

solving (PS) group.
• It ensures consistency, as everyone understands the approach to be
used.
• By using data, it helps eliminate bias and preconceptions, leading to
greater objectivity.
• It helps to remove divisions and encourages collaborative working.
• It stops PS groups diverging into different problems.
• It also helps PS groups reach consensus
• It eliminates the confusion caused when people use different
problem-solving techniques on the same issue.
• It makes the decision-making process easier.
• It provides a justifiable solution.
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 Step One: Define the Problem
• Step one is about diagnosing the problem – the context, background and
symptoms of the issue. Once the group has a clear understanding of what the
problem is, they investigate the wider symptoms to discover the implications of
the problem, who it affects, and how urgent/important it is to resolve the
symptoms.

At this stage groups will use techniques such as:

Brainstorming
Interviewing
Questionnaires
As this step continues, the PS group will constantly revise the definition of the problem. As more symptoms
are found, it clarifies what the real problem is.
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 Step Two: Determine the Root Cause(s) of the
Problem
• Once all the symptoms are found and the problem
diagnosed and an initial definition agreed, the PS group
begins to explore what has caused the problem. In this
step the problem-solving team will use tools such as:
• Fishbone diagrams
• Pareto analysis
• Affinity diagrams
• These techniques help collect the information in a
structured way, and focus in on the underlying causes
of the problem. This is called the root cause.

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 Step Three: Develop Alternative Solutions

• Analytical, creative problem solving is about creating a variety of solutions, not just one.
Often the most obvious answer is not the most effective solution to the problem. The PS
group focuses on:
• Finding as many solutions to the problem, no matter how outlandish they may seem.
• Looking at how each solution relates to the root cause and symptoms of the problem.
• Deciding if different solutions can be merged to give a better answer to the problem.

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 Step Four: Select a Solution
• In the fourth step, groups evaluate all the selected, potential solutions, and narrow it down to
one. This step applies two key questions.
• Which solution is most feasible?
• Which solution is favored by those who will implement and use it?

Feasibility is ascertained by deciding if a solution:

 Can be implemented within an acceptable timeframe?
 Is cost effective, reliable and realistic?
 Will make resource usage more effective?
 Can adapt to conditions as they evolve and change?
 Its risks are manageable?
 Will benefit the organization?
 Which solution is favored?
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• Acceptance by the people who will use and
implement the solution is the key to success.
• This is where the previous steps come into play. To users
and implementers, a solution may seem too radical,
complex or unrealistic. The previous two steps help justify
the choices made by the PS group, and offer a series of
different, viable solutions for users and implementers to
discuss and select from.

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 Step Five: Implement the Solution

• Once the solution has been chosen, initial project planning begins
and establishes:
• The project manager.
• Who else needs to be involved to implement the solution?
• When the project will start.
• The key milestones
• What actions need to be taken before implementing the solution
• What actions need to be taken during the implementing the
solution
• Why are these actions necessary?

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 Step Six: Evaluate the Outcome

• The project implementation now needs to be monitored by the

group to ensure their recommendations are followed.
Monitoring includes checking:
• Milestones are met
• Costs are contained
• Necessary work is completed
• Many working groups skip Step Six as they believe that the
project itself will cover the issues above, but this often results
in the desired outcome not being achieved.

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 Identifying fundamental causes and conducting investigation

• Troubleshooting is the process of figuring out how to

solve a computer problem. Even with the most updated
software and hardware, occasionally computers can
malfunction.
• Below we describe some of the most commonly
encountered technology Problems.
• The printer is not working.
• The computer is frozen. A program is not responding.
• The keyboard is not working.
• New hardware or software is working incorrectly.
• The mouse is not working.
• The computer is slow.
• The browser’s homepage suddenly changed.
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 Common Solutions for common problems

• Problem: The printer is not working.

• Check if the printer is turned on. If not, turn it on and try
again.
• Check if the printer has paper. If not, put paper in the paper
tray and try printing again.
• Check if the printer has a paper jam. If so, remove the paper,
close the printer, and try printing again.
• Ensure that all printer cables are properly connected.
• Turn off the printer and turn on again.
• Check to see if a new printer driver is needed. Do this by
going to the manufacturer’s website to search for your printer
model and checking for any updated driver. Seek assistance
from your system administrator before installing any drivers.

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• Problem: The computer is frozen. A program is not
responding.
• Use the Task Manager to end the program not responding.
• Perform a hard reboot by simply pressing the on/off button to
turn off the computer manually. This action should only be done
as a last resort if you have an unresponsive program or critical
error. This process could cause data loss or corruption.
• Once the computer is responding again, run a virus check.
• Problem: The keyboard is not working.
• Make sure the keyboard is connected to the computer. If not,
connect it to the computer.
• If you are using a wireless keyboard, try changing the batteries.
• If one of the keys on your keyboard gets stuck, turn the
computer off and clean with a damp cloth.
• Use the mouse to restart the computer.
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• Problem: New hardware or software is working incorrectly.
• Verify your computer meets the requirements of the program or
utility.
• Uninstall and install the program.
• There could be a conflict with another installed program and you
should contact your system administrator.
• Problem: The mouse is not working correctly.
• Check if the mouse is securely plugged into the computer. If not,
plug it in completely.
• Check to see if the cord has been damaged. If so, the mouse may
need replacing.
• If you are using a cordless mouse, try pushing the connection
button on the underside of the mouse to reestablish a connection.
• Clean the mouse, especially on the bottom.

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• Problem: The computer is slow.
• Restart your computer.
• Verify that there is at least 200-500 MB of free hard drive
space. To do so, select Start and click on My Computer or
Computer. Then highlight the local C drive by clicking on it
once. Select the Properties button at the top left-hand corner of
the window; this will display a window showing how much free
and used space you have. If you need to recapture space:
• Empty your recycle bin by right-clicking on the Recycle
Bin icon (usually on the desktop), then selecting Empty
Recycle Bin.
• Check your mail files. Remove any large attachments and
delete unused mail. - Images and videos take up a lot of space,
so consider moving those to an external drive.

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• Remove temporary files from the Internet. To do so:
• Click Start button | My Computer or Computer.
• Click Open Control Panel at the top of the window.
• Click Network | Internet |Internet Options.
• Select the General tab and click Delete under Browsing History.
• Perform a disk cleanup. To do so:
• Click Start button | My Computer or Computer.
• Highlight the local C drive by clicking on it once.
• Select the properties button at the top left of the window.
• Go to the General tab and select Disk Cleanup.
• Once the Disk Cleanup finishes running, click on Clean up System
Files; this will delete any unnecessary system-related files from
your local disk.

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 • END
• THANKS TO ALLAH

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