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Less than beginner troubleshooting techniques

Less than beginner troubleshooting techniques. John Riley MOREnet Technical Trainer. Seven Steps in Troubleshooting. Analysis Problem replication/identification Action Plan Implementation Testing Documentation Follow Up. Step 1: Analysis – Ask Questions.

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Less than beginner troubleshooting techniques

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  1. Less than beginner troubleshooting techniques John Riley MOREnet Technical Trainer

  2. Seven Steps in Troubleshooting • Analysis • Problem replication/identification • Action Plan • Implementation • Testing • Documentation • Follow Up

  3. Step 1: Analysis – Ask Questions • Has the machine moved lately? • Program changes (updates)? • Environmental factors? • When was the last time the computer worked correctly? • Were you on the computer or was it just sitting?

  4. Step 2: Problem Replication/Identification • Most time consuming step • Try to repeat the problem • Capture error messages • Start your documentation

  5. Step 3: Action Plans • Can it be fixed? • Do you need parts? • Do you need a technician? • Is it under warranty? • Upgrade? Patches or drivers? • Continue your documentation

  6. Step 4: Implementation • Implement at your office/classroom • Back up data first • Patience is key • Document as you go

  7. Step 5: Testing • Normal process • Bring peripherals back one at a time • Bring network components back one at a time • Document your progress • Briefly explain

  8. Step 6: Documentation • Extremely Valuable • Often overlooked • Notebooks/journals • Spreadsheet/database • Indicate problems/resolutions

  9. No email • Do you have the correct server addresses for both your POP and your SMTP? • How about Internet connectivity? • Make sure you have rights to send through mail relay • Example: If you use a mail.connect.more.net email address, you can receive from anywhere but can only send from MOREnet backbone • Can’t send if you connect through private ISP (AOL, etc)

  10. Can’t access a website • Internet connectivity? • Try other websites • Check proxy settings • If your school requires you to go through a proxy server, make sure you turn off proxy setting within browser if accessing Internet through private ISP • In IE, Tools-Internet Options-Connections-LAN settings • PING and TRACERT

  11. IP addressing issues • Are you using DHCP or Static? • If Static, what numbers did you put in? • Correct subnet mask? • Correct DNS numbers? • Correct Gateway address?

  12. Error Messages Microsoft KnowledgeBase Google MOREnet’s KnowledgeBase

  13. Device Drivers • Provide the programs that helps the computer to “talk” to a peripheral • Common point of failure • Can be difficult to fix • Check the manufacturer’s websites for notification of upgrades

  14. Viruses • What they are • How to fix them • How to prevent them

  15. Spyware • What is it? • What does it do? • How do I protect my system?

  16. Preventative Maintenance • Cleaning • Hard drive • Updates

  17. Clean your desktop

  18. Clean the file system/registry

  19. Defragmentation • What is Defrag? • Why do I want to do this? • Recommended once a month • More frequently if you move a lot of data to and from your hard drive

  20. Hard Drive- Scandisk

  21. Disable startup programs

  22. OS Troubleshooting tools • Safe Mode • Last Known Good Configuration • Step by step • System Restore Point

  23. Error Messages

  24. Startup Errors • Windows fails to load • Device drivers • Services fail to load • Bad swap file

  25. Firewalls • What are they? • How do they work? • Do I need one?

  26. Recommended Tools • Cheap tool-kits • Comes with needle-nose pliers, flat and Phillips screwdrivers, plastic tube, etc • Black “Sharpie” Marker • Small flashlight • Static straps

  27. What do I have

  28. Am I secure?

  29. Resources • http://www.tomshardware.com • http://www.more.net • http://www.microsoft.com • http://www.gateway.com • http://www.cisco.com

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