| Part 3: Finding The Problem PC Problems With the information you've gathered in the PC Notebook you created on the previous page, you're ready to start using some basic troubleshooting skills to take on any computer problem that occurs. As problems arise, start a new page in the notebook for each issue. You'll want to document the problem, the date/time it occurs and make detailed notes using the following questions: 1- What is the exact error message or nature of the problem? 2- When did the problem first occur? 3- What applications were open when the problem occurred? 4- Has the problem occurred more than once? 5- What tasks were you performing when the problem occurred? 6- What changes have recently been made to your system? By asking these questions, you're trying to isolate and determine exactly what was going on with your PC when the problem occurred and ultimately, why it happened. Reproducing the Problem The PC is experiencing problems, you've documented the issue in your PC Notebook, so our next step in troubleshooting the computer's problem is to try and make it happen again. Using your notes, go through the steps and tasks you were doing when the problem first happened. Try and load applications in the exact order and set them in the same state they were in when you first noticed the error or problem. Intermittent problems may not give you enough clues to recreate the problem, so be sure to check previous problem entries in your PC Notebook to see if there are any similarities to other problems your computer may have experienced. Once you're able to make the problem happen again by repeating the steps that caused the error, you can now narrow down and isolate the problem. Process of Elimination Again, using your notes from the PC Notebook, follow the steps to recreate the problem but this time eliminate one of the background applications you had running. Keep repeating this process until you have effectively narrowed down which application(s) or devices the conflict is coming from. If the application works alone but not with certain other applications, you can solve the problem by not operating the conflicting programs at the same time. If certain applications used to operate together without a problem and now they don't, check your PC Notebook to see if any upgrades have been made recently. Backtracking Occasionally an upgrade or change made to one device to help it operate more efficiently could cause issues with other applications. A good troubleshooting technique in this event is to undo any recent changes. If you were previously able to work in the application with no problem but now you can consistently reproduce a problem, look at all of the changes that have made to the system since the last time it worked correctly. Remove each of these changes one by one until the problem can no longer be reproduced. Part 4: The Fix Determining The Fix During the troubleshooting process, sometimes the solution becomes obvious or is quite simple. For example, if two applications are conflicting, the only solution may be to avoid running the applications at the same time, unless the software's manufacturers have a patch or newer version to eliminate the bug. For hardware problems, an updated driver for the device could resolve the problem or a change in the configuration may be necessary for the device to work correctly in your system. Other computer problems may be more serious and require the help of a technician. Some malfunctioning hardware devices can be replaced cheaper than they can be repaired, but consult your warranty details to find out exactly what your options are. If you decide to have components repaired, choose an authorized repair center for your device so that you don't void the warranty. Locating Support This site focuses on PC support and has several links to manufacturers' web sites, which often list FAQs, a knowledge base, and other online troubleshooting help that can assist in simple fixes. We also have several resources and articles to help all users troubleshoot minor computer problems. Phoning the manufacturer's technical support line listed in your PC Notebook is another option. More Documenting The more detailed information you keep about your PC problems and their solutions, the better prepared you will be for the next error you encounter. Don't let that be the end of your record keeping. Once you've determined the cause and solution for the computer problem, be sure to write down the solution. |
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PC Troubleshooting 101 Part 1: Introduction The tasks we each perform with our computers are usually very important to the individual. It may be creating important documents at work, maintaining the family's finances at home, or enjoying a challenging computer game. Whatever we're working on, the last thing we need or want is some aggravating PC error to stand in our way. Computers can be intimidating for new users, but even the most experienced user can become quite frustrated, or upset, when the PC doesn't work correctly. Most every PC user has experienced these feelings. The most important thing to keep in mind when finding a problem with the PC is not to panic. By remaining calm when first experiencing a problem, it will be easier to locate and solve the problem. Your PC's troubles are more than likely not life-threatening and could turn out to simply be a minor issue. In fact, there are many problems with computers that may appear to be serious but in fact are not. It isn't always possible to tell at first just how serious a problem is by the symptoms. There's no substitute for experience, but anyone can learn some basic techniques to diagnose and correct problems with almost any PC. The following information will help develop computer troubleshooting skills to quickly locate and fix common PC problems. Part 2: Know Your Computer Knowledge is power. It is also the difference between running your PC or letting your computer run you. The more you know about your computer, the easier it is to solve problems or get technical help when computer issues occur. If you are like most people, you can't keep every little detail about your PC in your head. Before learning the basic troubleshooting skills, document what you have. The best way to keep track of what your PC is made of and what's on it, is to create a PC Notebook or PC Folder and keep it near your workspace. You could keep the information stored on your computer, but in the event that your hard drive crashed, it would be better to have a written account. The following should be detailed in your PC Notebook. The Configuration When you first set up a new PC, you should refer to the owner's manual for all technical specifications. To start your PC Notebook, document the following basic configuration information: Make, model, and speed of CPU Amount of RAM and what type the system uses The make, model, and speed of any internal/external drives (Hard Drive, CD-ROM, CD-R, CD-RW, DVD-ROM or DVD-RAM drive) Make, model, and memory of your video card Type of monitor and the resolutions it supports Operating System (OS) and its version number (DOS, Windows, Unix, etc.) A list of preinstalled software applications Make, model, and speed of any internal/external modem or fax modem A list of other peripherals (sound card, speakers, network card, etc.) Contact Information Create a page in your PC Notebook for any technical support phone numbers and Web sites for your PC and its components. Record Changes Write down and update the following information in the PC Notebook whenever a new application, upgrade, hardware or other device is installed: Date of the change The name and company of the installed software Make, model, and serial number of new hardware Technical support phone numbers and Web sites Any changes made to the existing configuration to accommodate the new application or device. Document any installation problems that occurred and what you did to fix them. In the beginning, it may seem like a nuisance to jot down every little detail about your computer. However, the longer you work with the PC Notebook and keep up everything about your system, the easier it will be to locate and solve common PC problems. |
