SF- Study Guide: Troubleshooting

Introduction

With all the rapid advances in computer hardware, processing speed, and the new more powerful software, computing should be effortless and problem free. Anyone who uses a computer will eventually encounter problems and mysteries. Sometimes it seems that computers have minds of their own and are intent on causing problems at the most inopportune times. Knowing simple troubleshooting techniques may help you correct some situations and continue working. The main factors to keep in mind when troubleshooting are: do not panic, take a common sense approach, and work from general to specific when addressing the problem.
A series of troubleshooting questions are listed below. In most cases, by answering these questions you should be able to identify the problem’s cause and correct it yourself. If you do need assistance to solve the problem, knowing the answers to these questions will provide a tremendous amount of information to the individual that helps you and may save you both time and money.

HARDWARE

Is the power cable plugged in?

It seems so obvious, but without an electrical source, the most expensive and powerful computer will not do a thing. Some computer systems have several power cables, often one for each component. Check each one and make sure that the plug is completely plugged in.
Are all cables connected?

Computer systems usually have several cables associated with them that are used to connect the peripherals to the main system. Check both ends of the cables and make sure they are plugged in securely and plugged into the correct location.
Are all components switched on?
Most systems have components and peripherals attached to them and quite often each one has its own power switch. All components must be switched on if communication is to be established between them.
Are the keyboard and mouse cables snug?
Because the keyboard and mouse are moved every time the computer is used they can work themselves loose over time. Check their connections.
Is there paper in the printer and is the printer on-line?

Many printer problems can be traced to a lack of paper and the printer not being on-line. When the printer is on-line it is ‘on the line’ connected to the computer. Many printers have an on-line switch on their control panel. Pressing the on-line button may restore the connection.

Is this a new problem? Has it worked before?
Has the system been used successfully in the past to complete the task you are attempting, or is this a new problem? If this is not a new problem, try to determine what could have changed since the last use to cause the problem.
Has any new hardware been installed recently?
Determine if there is any new hardware or if any changes have been made to the system. Often installing new hardware can cause "surprises" to appear in the system. If you are sure that new hardware caused the problem, you may want to reinstall the hardware or uninstall it and remove it from the system.
Have there been any recent power outages and/or electrical storms?

Power outages and lightening strikes can damage your system. If lightning has damaged your system, you very likely have a serious problem with some component in the system. This is a good time to ask for assistance from someone who deals with these types of problems on a regular basis. A UPS (uninterruptible power supply) should prevent any damage from power outages and will also provide some protection from lightning. But remember, nothing stops a direct lightning hit. The best protection is to completely unplug the system from electrical outlets and unplug the modem connection.
Has someone new used the computer recently?
Has your little brother used your computer? If someone who does not usually have access to your computer has used it he or she may have changed settings or broken something.
Is the network operating or is the phone line valid?

If your computer is not communicating, check the phone line or network cable for a good connection. If you have a dialup connection, pick up the phone and listen for a dial tone. If you are connected to a network, contact your network administrator.
Shut the system down and restart.
One of the great (and often frustrating) properties about computers is that in many cases just turning the system off, waiting a minute and then turning it back on will correct the problem.
If you are out of your comfort zone ASK FOR ASSISTANCE!
Your computer system is a significant investment and an important tool. Do not let your pride keep you from asking for help when you need it.
If you are not sure ask!

SOFTWARE

Is this a new problem, or has it worked before?
Has the system been used successfully in the past to complete the task you are attempting, or is this a new problem? If this is not a new problem, try to determine what could have changed since the last use to cause the problem.
Are you in the habit of saving your work early and often?
Without a doubt, the best insurance against many software problems is to save your work early and often. You cannot save too often. It is also a good idea to save important documents in more than one place.
Is there an easier or more efficient way to complete the task?
Most computer programs provide more than one way to handle most tasks. If possible, use the one designed to handle the problem. When creating a mass mailing, it is easier to use the mail merge feature than to create each letter individually. Use the cut and paste features whenever possible. Many software packages have assistance, such as wizards or coaches, to help you with complicated tasks.
Is any required media available?

Some programs require that media be available to run correctly. Be sure that any required diskette is in the floppy drive and that any required CD-ROM is in the drive and facing the correct direction.
Have you used the programs Help feature to find a solution?

Many of the newer applications have great Help features. Go to Help and use the index or search feature to find assistance with problems. Often an application’s Help section will also demonstrate a solution and/or guide you through the solution.

Are there other applications open that you do not need?
Many times a system will slow down or have problems because many or most of its resources are obligated. If there are other applications currently open, system performance can often be improved by closing these applications and freeing up resources in the computer.
Are you using the appropriate application for the task?
Many applications will handle a lot of different computing chores; however, remember that certain applications were designed to specifically perform some tasks better than others. Be sure you are using the program that best meets your needs.
Does the software version meet the requirements?
Check the software version to verify that you are using the most current version of the software. Your task may require a specific software version. The version can usually be found under About on the Help menu.
Was the software completely and correctly installed?
Some software will let you install some, part, or the entire program. You may need to install portions of the program that were not originally installed. If the program was incorrectly installed, you may need to completely uninstall the application and reinstall it.
Has any new software been installed recently?
Determine if any new software has been added or any software updates have been made to the system. Often installing new software or upgrading can cause ‘surprises’ to appear in the system. If you are sure that new software caused the problem, you may want to reinstall the software or uninstall it from the system.
Is the network operating or is the phone line valid?
If the task you are completing requires using a network or the Internet and your computer is not communicating, check the phone line or network cable for a good connection. If you have a dialup connection, pick up the phone and listen for a dial tone. If you are connected to a network, contact your network administrator.
Has someone new used the computer recently?
Has your little sister used your computer lately? If someone who does not usually have access to your computer has used it, he or she may have changed settings or broken something.
Shut the system down and restart.
One of the great (and often frustrating) properties about computers is that in many cases just turning the system off, waiting a minute and then turning it back on will correct the problem.
If you are out of your comfort zone - ASK FOR ASSISTANCE!
Your computer system is a significant investment and an important tool. Do not let your pride keep you from asking for help when you need it.
If you are not sure - ask!