GUIDE TO TROUBLESHOOTING PCs

- Solutions compiled by John Borreli (Tweaker)





The challenge with a problem is not so much the solution but figuring out what the actual problem is. For instance: if the computer crashes when you go to print a document you might automatically assume it's a problem with the printer, but the problem might actually be a cable connection problem, a corrupted software file, a conflict with another software program running at the same time, a virus or any number of other problems. By doing some basic troubleshooting you can effectively identify problems and get farther down the path to an actual solution. Also, if you need to call a manufacturers help-line, the call will be much more productive if you've done some troubleshooting before hand.





Before you do anything:



Check your mental state and don’t panic! My personal theory to computer problems is that there is a direct connection between the amount of stress a user is under and the number of times a computer will crash. Chances are that when you are in a rush to get a document out the door, you will forget to close open applications, or to save your work and you will send too many commands (like printing, spell-check, etc.) at once. If you're moving fast on the computer, it pays to take a moment, take a deep breath, close unnecessary programs and save your work. Also, if you're trying to solve a problem that your computer is having, you will need full mental capabilities. So if you're feeling frustrated and tired while trying to troubleshoot - take a break! You’ll find you’ll solve your problems much faster if you have a fresh mind and attitude. Don’t panic either. Sometimes computer problems can appear to be much more serious than they really are. Panicking can lead you to jump to a solution of a perceived problem before you’ve actually identified the real problem.






Some initial steps:
Check the component's documentation and/or the manufacturer's website. The appendix of most manuals will contain a troubleshooting guide that will identify the most common problems the component may have. Most software installations include placing a readme file in the programs directory that will list all known incompatibilities. Manufacturer websites can be extremely helpful as well, with support pages that will direct you to common problems and solutions that may include a software "patch" that can be downloaded directly from the site and then run on your hard drive.
Check for Viruses: Any strange behavior on a computer could be due to a virus. Use an anti-viral program to scan your system - and follow the instructions on the use of the anti-viral program closely.
Use diagnostic utilities: Software crashes can often be caused by corrupted files or registry conflicts. Using a program like Window's Scan Disk (found under System Tools in the Accessories folder on your program menu) can identify and fix corrupted files. Norton Utilities has a program called "System Check" that both checks the integrity of your files and looks for software conflicts and will repair problems.
If none of those steps work - it's time to use your brain!
Ask yourself - when did the problem I’m experiencing first start? If you made any change, such as installing new software or adding hardware, to the computer and now you are having a problem, chances are the change is the cause. Also, while you're trying to identify problems and solutions remember to make only one change to your system at a time, so you can easily trace your steps.
Determine if the problem is repeatable or if it is intermittent. A repeatable problem is one that occurs all the time, or always in response to a specific user action. For example, if the computer crashes everytime you print a document - that’s a repeatable problem. An intermittent problem will appear to happen spontaneously or randomly. An intermittent problem is usually the result of a specific set of circumstances happening occasionally. With these problems it is important to try to establish a pattern involved in the problem. Keep a problem log at the computer and try to write down all the circumstances occurring when the crash occurred, including the most minute detail.
Use the process of elimination. Start to remove components from your system one at a time. After you remove a component test to see if the problem still exists. This is a great way to figure out if the problem is caused by a conflict between software programs and/or hardware. Start by removing the most recently installed stuff first.
Some Final Tips:
If you call the helpline - be patient and prepared. You will have to wait on hold awhile to get to get an actual person on the phone. Like death and taxes that's just a fact of life. If you can review all the troubleshooting steps you took to identify the problem, the technical assistance operator will be able to identify the solution more quickly and effectively. Remember: if you get a technical assistance operator on the line don't hang up until you're sure the problem has been solved.
If the equipment is new, send it back. Most equipment is under warranty and if there is anything severely wrong with it, you should send it back. This may not help your immediate goal, but it will save you plenty of time in the long run. If the equipment is under warranty, the vendor will deal with it.
The most important thing to remember while troubleshooting is to be patient and observant. By using these steps you should easily be able to resolve even the most inexplicable problems.