Term
Identify the problem:
important information |
|
Definition
- System configuration
- Specific error message
- User-actions during system error
- Time frame/frequency
- Reproducability |
|
|
Term
Symptoms/problems of the OS:
BSOD |
|
Definition
- caused when a kernel mode process is corrupted or unable to continue causing a complete halt in Windows.
- appears with an error code and general message
- commonly caused by defective or incompatible hardware, drivers, software, registry issues, viruses, malware |
|
|
Term
Symptoms/problems of the OS:
Kernel mode process |
|
Definition
| aprocess that has full access to all system resources |
|
|
Term
Symptoms/problems/solutions of the OS:
System lockup |
|
Definition
Symptoms
- Computer locks up/freezes and must be restarted
- generally no error messages
Caused by
- overheating
- hardware/driver issues with motherboard or video card or memory
- configuration issues within BIOS (most often RAM)
- CPU issues
Solution
- use Event Viewer applet to narrow down causes
- diagnostic tools (Windows Memory Diagnostics, or DxDiag (checks directX drivers))
- Visual and audio clues from computer |
|
|
Term
Symptoms/problems/solutions of the OS:
I/O device issues |
|
Definition
Symptoms
- unusual behavior: hesitation or jerky movement of cursor; static when typing or moving cursor; simple failure to work at all
Caused by
- BIOS configuration issues
- Windows and/or driver issues
- poor cabling/connection
- defective port hardware
Solution
- Check device manager and find yellow exclamation mark icon |
|
|
Term
Symptoms/problems/solutions of the OS:
Application install |
|
Definition
Symptoms
- generates an error message when installing
Caused by
- not enough space
- app not meeting system requirements
- root folder for install insufficient space
- incompatibility with version of Windows
Solutions
- update windows
- make more room |
|
|
Term
Symptoms/problems/solutions of the OS:
Application Start/Load issues |
|
Definition
Symptoms
- app doesn't start or unable to complete load process
Causes
- something preventing the app to load
Solutions
- Possibly invalid working directory (missing or damaged shortcut used to launch app)
- incompatibility issues with hardware, system config, OS
- application components improperly listed in the system registry
- |
|
|
Term
Symptoms/problems/solutions of the OS:
Windows-specific printing problems |
|
Definition
Symptom
- test-page can print from printer but nothing else
- prints page of incomprehensible characters
Caused by
- printer spooler stalling
- corrupted/incompatible driver
Solution
- eliminate hardware issues
- remove driver from Device Manager or update through Windows Update or printer manufacturer's update tool |
|
|
Term
Hardware Symptoms/problems/solutions:
Excessive heat |
|
Definition
Symptoms
- computer lockups
- shutting down randomly
- refuse to turn on
Caused by
- overheating
- incorrectly installed fans/cooling devices
- missing slot covers
Solution
- check various fans in the system (power supply, case fan, CPU fan, heat sink, auxiliary fans)
- clean dirt and dust from fans |
|
|
Term
Symptoms/problems/solutions of the OS:
Noise |
|
Definition
Symptoms
- changes in volume or pitch of noise
- hard drive clicking and thump
Caused by
- hardware issues
- fan malfunction
Solutions
- clean fans
- get new hard drive |
|
|
Term
Symptoms/problems/solutions of the OS:
Odors |
|
Definition
Symptoms
- odor
- smoke
Caused by
- spill of liquid
- potential electrical issue
Solutions
- shut down computer immediately
- clean up spill
- locate problem and address its needs
- check for electrical damage |
|
|
Term
Symptoms/problems/solutions of the OS:
Status light indicators |
|
Definition
Symptom
- Status lights on NIC or laptops appear
Caused by
- Network traffic
- low battery
Solution
- check if there is an issue |
|
|
Term
Symptoms/problems/solutions of the OS:
Alerts |
|
Definition
Symptom
- alert
Caused by
- tasks in Windows set to go off when a certain condition is met (low battery)
Solution
- Follow direction on alert |
|
|
Term
Symptoms/problems/solutions of the OS:
Visible damage |
|
Definition
Symptom
- unusual odor
Caused by
- stripped or burned cables
- cracks in cases
- smoke and melted plastic
Solution
- always check after an electrical event or impact |
|
|
Term
| General Printing Troubleshooting: |
|
Definition
o Check that the printer is plugged into the wall socket or power strip.
o Ensure the printer is online.
o Check the cable connection between the printer and the computer or network.
o Once the obvious hardware issues have been settled, techs should look at the interaction between the printer and the computer. |
|
|
Term
Troubleshooting Basic Laptop Problems:
Power Issues |
|
Definition
1. find out which system is not functioning
- check outlet
- check connection on AC adapter
- check battery installation and levels
2. if battery runs very hot or is warped, replace it |
|
|
Term
Troubleshooting Basic Laptop Problems:
Video |
|
Definition
- Connect an external monitor to see if problem persists
- check graphics controller or motherboard
- determine issue:
1. Internal display is intermittenly working then goes white while external works fine
- connector between motherboard and display could be loose
2. internal display is white constantly
- LCD is cracked and needs replacement
3. LCD cutoff switch (utilized when laptop opened or closed) fails
- repair or replace display panel
4. apparently dead screen
- backlight failure
- replace backlight
5. Dead pixel
- consult laptop manufacturer to see options
- lightly tap screen over dead pixel |
|
|
Term
Troubleshooting Basic Laptop Problems:
Keyboard |
|
Definition
1. Keyboard malfunctioning/not working
- Connect an external keyboard and test
2. external keyboard fails to work
- keyboard assembly is problem
- motherboard has failed and needs replacement
- disconnect primary keyboard and reconnect multiple times.
- order replacement parts from manufacturer
3. |
|
|
Term
Troubleshooting Basic Laptop Problems:
Pointer |
|
Definition
Identical to keyboard:
1. Keyboard malfunctioning/not working
- Connect an external keyboard and test
2. external keyboard fails to work
- keyboard assembly is problem
- motherboard has failed and needs replacement
- disconnect primary keyboard and reconnect multiple times.
- order replacement parts from manufacturer |
|
|
Term
Troubleshooting Basic Laptop Problems:
wireless card issues |
|
Definition
1. antenna issues
- check Device Manager to see NIC is working
2. NIC may be loose or damaged
- remove and reinstall NIC
- replace NIC |
|
|
Term
Useful Tools/cleaning materials:
Compressed air |
|
Definition
| - cleans out dust and dirt from computer components |
|
|
Term
Useful Tools/cleaning materials:
Lint-free cloth |
|
Definition
- use where regular cloths might scratch or cause ESD
- useful for using cleaner in areas that can't be sprayed |
|
|
Term
Useful Tools/cleaning materials:
Computer Vacuum and compressors |
|
Definition
Handheld units made from antistatic materials
- use where compressed air is insufficient |
|
|
Term
Useful Tools/cleaning materials:
power devices |
|
Definition
- surge protectors
- uninterruptible power supply (UPS) |
|
|
Term
|
Definition
Temperature
- 50-95F
- 60% humidity |
|
|
