ROBERT CLAYTON KGA 2 October 02, 2012 TECHNICAL TROUBLESHOOTING

Computer will not power on

A basic methodology for isolating the problem

Generally when dealing with power issues it is smart to check power sources and cables for likely solutions to the problem.

Step-by-step instructions

1. Examine the cables, connectors, and power cords to make sure they're plugged in securely. Often times a loose cable or is the cause of the problem. 2. If using a power strip or a surge protector, make sure it's on and that it works. Remember that a surge protector may not be working, being designed to self-destruct when voltage is to much. 3. Try plugging something else directly into the electrical outlet to make sure there isn't a power problem. 4. Check to see if your monitor is on.

Tools that could be used during diagnosis

None

System powers on, but fails during boot up

A basic methodology for isolating the problem

Check basic boot functions, use information given by user to help recreate the problem and find a possible point of failure.

Step-by-step instructions that the support reps can follow 1. Interview the user. 2.If you dont see lights on the front panel or hear the drive spinning then you may be dealing with a "dead system" 3.Review the steps in the boot process and look for clues on the screen where the problem may be occuring. 4. After identifyng the point of failure, you can test POST to verify or confirm. 5. And start working on the problem from the point of failure.

Tools that could be used during diagnosis

The User, Monitor

New hardware installation fails

A basic methodology for isolating the problem

Check any Changes that have been made tot he system recently.

Step-by-step instructions that the support reps can follow

1. Check to make sure the drivers for the specific hardware has been installed. 2. If the driver is installed, and it is a usb device, see if you can try another usb port on the device or use a different device in the same port to see if it is the port or possibly the device itself. We must always consider the port being damaged. 3.Verify the windows system files. 4. To eliminate problems with corrupted device drivers, uninstall the device, clear the registry of items pertaining to the device and then reinstall. 5. If you are unable to get the port to work try flashing the BIOS only in critical situations.

Tools that could be used during diagnosis

System Restore, Driver Verifier

New software installation fails

A basic methodology for isolating the problem

Check the simple things, such as making sure the installation has finished.

Step-by-step instructions that the support reps can follow

1. Check the compatabiltiy of the application to make sure that it can run on the OS. 2.Make sure that the computer has enough resources (i.e. RAM, HD space) 3.Verify that the application has been digitally signed. 4. Run the application as Administrator. 5.Check the event view and try to find clues as to when the problem is occuring on the system. 6.Download all patches and udates for the application. 7.Restore the default settings for the application. 8.Uninstall and reinstall the software.

Tools that could be used during diagnosis

CMOS setup, Programs and Features, Event Viewer, Task Manager, System Restore, Chkdsk, Windows Memory Diagnostic

 When appropriate, screen shots demonstrating tool usage

Machine is running very slowly

A basic methodology for isolating the problem

Keeping PC up to date with windows updates, clearing unused applications, along with, virus, malware, adware, and spyware, protection is vital in maintianing a high performing machine

Step-by-step instructions that the support reps can follow

1. Make sure everything on the PC that needs to be backed up is backed up prior to doing any work on the computer 2. Tools that could be used during diagnosis

Auslogics Registry Cleaner, Spy Bot, Disk defragmentation, Windows performance monitoring, Virus scans, Adware/malware/spyware scans.

Unable to print

A basic methodology for isolating the problem

Check the basics, make sure all cords are in correct ports securely and that the printer is recognized by CMOS.

Step-by-step instructions that the support reps can follow 1. Check to make sure the printer is online. 2. Make sure the print job is being sent to the correct printer for the job. 3.verify the correct drivers for the printer are installed. 4. Make sure the user has rights to the printer in which they are trying to print. 5. Turn the printer on and off 6. Turn the PC on and off. 7.Check to see if you can print successfully from another application. 8.Check the printers configuration settings. 9.Use the printers window to verify connection to the network. 10. ping the ip address of the printer and see if you get a response.

Tools that could be used during diagnosis

Printer window. CMOS, Manufacturers instructions.

Cannot connect to the network and/or Internet

A basic methodology for isolating the problem

Work from the middle (Gateway) and which side of the gateway the problem is on.

Step-by-step instructions that the support reps can follow

1. Check the hardware and cords make sure the network card is installed properly and all cords are tight . 2. Use the Vista Network and Sharing Center to repair the network connection 3.Right click the network icon and select repair from the menu. 4.If you prefer to use command prompt, you can use the ipconfig /all command. 5. Next try pinging the loopback address. 127.0.0.1 6.Next ping the default gateway to see if you receive a response which will be critical in isolating the problem. 7. If the loopback and default gateway address work then you can isolate the problem further by trying to ping an outside address like Google for instance. 8.If all of these measures fail the possibility that the problem could be with the ISP.

Tools that could be used during diagnosis Cmd.exe (Command Prompt), Sharing Center

Component #2 Results AUTORUNS

AUSLOGIC

DEFRAG

MCAFEE

SPYBOT