Troubleshooting for the Non-technician

TroubleshootingTroubleshootingfor thefor the

Non-technicianNon-technician

Module ObjectivesModule Objectives

Identify common symptoms and problems associated with computer malfunctions.

Isolate the source of problem through basic troubleshooting techniques.

Identify care and service techniques and common problems with primary printer types.

Develop a preventive maintenance schedule for the computers in your classroom.

Essential QuestionsEssential Questions

How have technical problems in the classroom limited your ability to teach with technology?

Is it appropriate to troubleshoot technical problems during class time?

Have you established a maintenance schedule for the computers in your classroom?

Are your students involved?

Basic Troubleshooting Basic Troubleshooting MethodologyMethodology

Zero in on an area. Build a foundation. Work up to the problem. Repair/Replace.

Zero InZero In BuildFoundation

BuildFoundation

Work up toProblem

Work up toProblem

Repair/ReplaceRepair/Replace

The Dirty DozenThe Dirty Dozen

1. Power

2. Connectivity

3. Boot Firmware

4. Memory Chips

5. Storage

6. I/O

The Dirty Dozen The Dirty Dozen (cont’d)(cont’d)

7. Operating System

8. Device Drivers/TSRs

9. Memory Management

10. Application Specific

11. Configure/Setup

12. Viruses

PowerPower

The aspects that get electrical service to the devices that need them.

What is under Power?What is under Power?

Electric company Fuse box Wiring Plugs/Cords Power supply Connections to

devices

The CluesThe Clues

Dead PC Intermittent errors Intermittent lockups Device not working/

not found

ConnectivityConnectivity

The aspects that physically connects internal components and peripheral devices and allows for communication within a computer system.

What is under What is under Connectivity?Connectivity?

External cables Internal cables Properly seated cards Properly seated memory

chips and boards

ConnectivityConnectivity

Electronic signals are sent from devices installed on a computer through internal and external cables .

External cables connect peripheral devices via a PORT.

ConnectivityConnectivity

Both the keyboard and mouse are connected directly to a computer system’s motherboard.

Connectivity PortsConnectivity Ports

A PORT is similar to a telephone jack. It allows for two communication between a peripheral device and computer system.

Different types of PORTS are used to connect various peripheral devices: Parallel ports transfers data over eight data

lines simultaneously at speeds of 12,000 Kbps.

Primarily used to connect printers, scanners, and external drives, such as a Zip drive.

Connectivity Ports Connectivity Ports (cont’d)(cont’d)

Serial Ports send data one bit at a time with maximum data transfer rate of 56 Kbps.

Primarily used to connect dial-up modems or a serial mouse.

See the Resources more about serial ports and modems.

Connectivity Ports Connectivity Ports (cont’d)(cont’d)

Monitors connect to a graphics card via a video or VGA port.

Check out the side-by-side graphic of a variety of different ports.

Connectivity Ports Connectivity Ports (cont’d)(cont’d)

Networked computers require an expansion card called a network interface card or NIC.

Check the Resources for more on networking components.

ConnectivityConnectivityInternal CablesInternal Cables

There are a variety of connections inside the box that are just as important!

Great, look at the internal components of a computer system.

ConnectivityConnectivityInternal CablesInternal Cables

The power supply inside the computer system box provides connections and power to all of the internal devices and components, i.e., motherboard, hard drive, and floppy drive.

ConnectivityConnectivityInternal CablesInternal Cables

Different types of power supply connectors are used to connect different devices.

The CluesThe Clues

Device not working Device not found Intermittent errors

on device

Dust: Enemy #1Dust: Enemy #1

Cleaning your mouse or track ball on a regular basis is important to maintain proper functioning.

The ball inside the mouse can be cleaned with soap and water.

Find out more about cleaning your mouse and other components.

Dust: Enemy #1Dust: Enemy #1

Found out more about how the mouse worksand the different types available.

More Mouse TipsMore Mouse Tips

Click on Start button. Point to Settings. Click on Control Panel. Double click on Mouse.

Mouse PropertiesMouse Properties

Boot FirmwareBoot Firmware

The POST, BIOS routines, and CMOS settings and the chips that store them.

What is underWhat is underBoot Firmware?Boot Firmware?

Boot ROM CMOS and CMOS settings CMOS battery Flash ROM

Boot FirmwareBoot Firmware

POST – Power on Self Test.

Routine is run by computer system every time it boots up to test its ability to access internal components and devices.

Feedback is given to user through a series of beeps.

The CluesThe Clues

Dead PC Consistent errors on POST Beep errors CMOS error Core devices: error on boot

RAM Hard drive Floppy drive Video

Memory ChipsMemory Chips

The DRAM and SRAM chips as well as the jumper and CMOS settings that support memory.

What is underWhat is underMemory Chips?Memory Chips?

Proper type of RAM Proper setup of RAM RAM CMOS settings Motherboard jumpers

The CluesThe Clues

Dead PC Parity errors Page Faults with consistent

memory addresses HIMEM.SYS errors

Memory ManagementMemory Management

Organizing and optimizing the use of memory.

What is underWhat is underMemory Memory

Management?Management? Himem.sys EMM386.exe MSDOS.sys option (Win95 only) SYSTEM.INI / WIN.INI Virtual memory Window’s resource usage UMB management

The CluesThe Clues

Errors with “Not enough memory?

Missing XMS, EMS memory Device lockups GPFs at KRNL386.EXE GPFs at USER.EXE or

GDI.EXE

Device DriversDevice Drivers

Device drivers and their configuration.

Device drivers are software that enable an operating system to control a peripheral device.

What is underWhat is underDevice Drivers?Device Drivers?

All device drivers must be referenced in config.sys, system.ini or the registry.

Proper versions. Driver must correspond to correct

peripheral device and correct operating system.

New drivers are usually available on support or download page from manufacturer’s website.

Proper configuration.

The CluesThe Clues

Device locks up on access Intermittent lockups Consistent lockup at

CONFIG.SYS or AUTOEXEC.BAT

Safe Mode

Input / OutputInput / Output

The aspects which allow devices to speak to each other.

What is under What is under Input/Output?Input/Output?

IRQ settings I/O address settings DMA settings Serial port settings Parallel port settings Any card jumpers/

switches

Printer OutputPrinter Output

Is your printer turned on? Is the correct version of the

device driver installed? Common problem if you

move printer between different computers.

Check manufacturer’s website for Frequently Asked Questions or FAQ’s for help in troubleshooting specific models.

Printer OutputPrinter Output

Problems inherent to inkjet or bubble jet printers.

Dried up ink cartridges. One color used up in tri-

color cartridge. When shades of one

color will not print Large capacity

cartridges available

Printer OutputPrinter Output

More problems with inkjet printers

Head alignment. Printer should come with software that

can fix some alignment problems. Try this first!

Next stop - the printer technician.

Printer OutputPrinter Output

Laser Printers

Many mechanisms for printing with a laser printer are housed within the print cartridge.

Try changing the cartridge first!

Laser printers are rated by how many pages each cartridge will print.

The CluesThe Clues

System lockups Device not responding Bizarre behavior from devices

MaintenanceMaintenance

System tools for Windows based PCs. ScanDisk Disk Defragmenter Disk Cleanup

These tools should be used as part of a regular maintenance program to keep your system running at optimum levels.

MaintenanceMaintenance

All of these utilities can be opened from the Start menu.

Click on START. Point to Programs. Point to Accessories. Point to System Tools.

MaintenanceMaintenance 18:20.0

MaintenanceMaintenance

ScanDisk

A utility program that will check the hard disk drive for errors. Tries to fix “bad sector”

problems on hard drive. May fix corrupted files. May fix file linking errors.

MaintenanceMaintenance

Disk Defragmenter

As you create and store files or install programs to a drive, the data is written to the next available cluster on the storage device.

Clusters are rarely contiguous resulting in file fragments being stored in various clusters.

An article with examples of a fragmented disk is in Resources.

MaintenanceMaintenance

Disk Defragmenter

Uninstalling programs and deleting files increases fragmentation of storage device.

Drive performance declines as it has to work harder to locate clusters containing parts of a file.

MaintenanceMaintenance

Disk Cleanup

Recycle bin is an option of Windows based computer systems.

Deleted files are automatically moved to Recycle bin, unless changes are made to default.

Recycle bin should be emptied periodically.

MaintenanceMaintenance

Disk Cleanup

Temporary files are created by: Operating system

during installation of software applications

Software applications themselves

Browsing the Internet

MaintenanceMaintenance

Disk Cleanup

Internet browser software, like Netscape Navigator or Microsoft Internet Explorer, download pages and graphics to your hard drive as you surf the Web.

These files are stored ina cache or temporary directory for faster access to the information.

MaintenanceMaintenance

Several Types of Backups

Full backup copies every application and data file on a storage device. Safest backup method. Takes a long time to complete. Specific utility programs helps

automate process and run overnight. Used mostly in business.

MaintenanceMaintenance

Several Types of Backups

An incremental backup copies only the files that have changed. Most often used by individuals. Takes less time to create.

A regular backup schedule is part of a good computer maintenance plan.

MaintenanceMaintenance

Documentation

Make sure you get a manual with every new hardware or software purchase.

Keep manuals and software disks together in a safe place.

Keep a backup copy of all software someplace else.

Build a FoundationBuild a Foundation

Good maintenance programs will reduce need for troubleshooting.

Keep documentation to aid in troubleshooting efforts.

Eliminate obvious sources of problems first: Power Connectivity

Build a FoundationBuild a Foundation

Zero in on problem by eliminating possible causes one at a time.

Once the problem is zeroed in, replace or reinstall.

It takes more than one try to enact most repairs.

By far, the easiest part.