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PC ComponentsTroubleshooting Problemswith Personal Computers

Computer Engineering Level 1Objective 102.01

Troubleshooting PCs

Troubleshooting Theory: Component One…How the computer works as a whole

Simple walk through example of printing a picture on the printer…

1. Turn on the printer then the computer. (What are you looking for when successful?)

2. Log onto the computer and display the picture located on your computer. (How did the file information turn into a picture on the display?)

3. Print the picture on the printer.(Did the picture print exactly like the display?)

Troubleshooting PCs

Troubleshooting Models: Component Two…You need a method of attack

You need to develop a method or plan to determine solutions to problems.

1. Questioning to get the facts2. Open-ended questions become closed-ended questions3. Isolating the problem4. Fix the problem5. Communicate with everyone

Troubleshooting PCs

Customer Service: Component Three…Completing the process while under pressure

The old saying “The customer is always right” is as true today as it ever was.

1. Establishing a rapport with the customer2. Handling customer complaints3. Be professional and stay on-topic4. Listen carefully5. Use courtesy and good manners6. Take notes

It’s NOT easy troubleshooting a problem with an angry customer pressuring you.

Troubleshooting PCs

Troubleshooting ProcessesAs you work through the troubleshooting process, fully understand the subsystems

As yourself which of the components are involved in the faulted computing process.

1. Is the problem in the boot process?2. Is the problem in the application process?3. Does the problem seem to be one specific hardware/software component?

Troubleshooting PCs

Troubleshooting TechniquesTechniques to troubleshoot computers are many and varied

Make sure you research before you start!

Use your senses Quick check first Is the problem hardware or software Cold boot and count to ten Read the directions Get to a bare-bone machine One at a time Document everything

Troubleshooting PCs

Troubleshooting TechniquesCompTIA’s Six Steps of Troubleshooting

The following are CompTIA’s steps for troubleshooting, outlined in the A+ Core Exam objectives. Be familiar with these before attempting A+ certification!

1. Identify the problem.2. Establish a theory of probable cause.3. Test the theory to determine cause.4. Establish a plan of action to resolve the problem and implement the

solution.5. Verify full system functionality and if applicable implement

preventative measures.6. Document findings, actions and outcomes.

Troubleshooting PCs

Troubleshooting ToolsKnow both software and hardware tools that help you troubleshoot

Make yourself a “tool box” of items you could use when troubleshooting