Summary

Chapter 4: Basics of Preventive Maintenance and Troubleshooting 7Verify the Obvious IssuesThe second step in the troubleshooting process is to verify the obvious issues. Even thoughthe customer might think that there is a major problem, start with the obvious issues beforemoving to more complex diagnoses.Verify the following obvious issues:■■■■■■Loose external cable connections.Incorrect boot order in BIOS.Nonbootable disk in floppy drive.Power switch for an outlet is turned off.Surge protector is turned off.Device is powered off.If you find an obvious issue that fixes the problem, you can go to the last step and closewith the customer. These steps are simply a guideline to help you solve problems in an efficientmanner. If the problem is not resolved when you verify the obvious issues, you willneed to continue with the troubleshooting process.Try Quick Solutions FirstThe next step in the troubleshooting process is to try quick solutions first. Obvious issuesand quick solutions sometimes overlap each other and can be used together to repair theproblem. Document each solution that you try. Information about the solutions that youhave tried is vital if the problem needs to be escalated to another technician.Some common quick solutions include■■■■■Check that all cables are connected to the proper ports.Remove and reconnect cables.Reboot the computer or network device.Log in as a different user.Check computer for the latest OS patches and updates.If a quick solution does not resolve the problem, document your results and try the nextmost likely solution. Continue this process until you have solved the problem or have triedall the quick solutions. Document the resolution for future reference.