Tips For A Systematic Approach

1733 Words Sep 8th, 2014 7 Pages
Melissa Boos - 80485
CIS 001 – Lab Assignment 3

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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