Tips For A Systematic Approach

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Melissa Boos - 80485 CIS 001 – Lab Assignment 3 Troubleshooting Topic 1- Troubleshooting Overview Take a systematic approach 1. Define the problem and gather all relevant facts  Interview user if possible. Ask questions that can help you ID the problem, how to reproduce the problem, and find possible sources.  Establish priorities by asking the user if recovering lost data or if getting the computer fixed and running is most important.  Beware of user error, if suspected, ask user to show the problem while carefully watching what they are doing.  Don’t rush. Don’t get drawn in to the user’s sense of emergency, keep an even pace to make sure nothing is overlooked.  Back up data. If unable to boot, transfer hard drive to a PATA to USB converter and back up to another computer memory stick, replace hard drive before starting the troubleshooting process. 2. Examine the system and make best guess  Do your own investigating, people can forget some of the events that led to the problem.  Try the simple things first, check cables and reseat connections.  Reproduce the problem the experience what the user is describing.  Is the problem software or hardware related?  Make your best guest as to the source of the problem. 3. Start at the beginning  Trade known good for bad and suspected bad for good.  Put good parts on the troubled machine  Put suspected bad parts on a working machine to see if they work  Isolate the problem  Remove all non-essential hardware
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