Summary

10 IT Essentials: PC Harware and Software Companion GuideDiagnostic ToolsConduct research to determine what software is available to help diagnose and solve problems.There are many programs available that can help you troubleshoot hardware. Often,manufacturers of system hardware provide their own diagnostic tools. A hard drive manufacturer,for example, might provide a tool that can be used to boot the computer and diagnoseproblems with the hard drive when it will not start Windows.Evaluate the Problem and Implement the SolutionThe next step in the troubleshooting process is to evaluate the problem and implement thesolution. When researching possible solutions for a problem, use the following sources ofinformation:■■■■■■■■■Your own problem-solving experienceOther techniciansInternet searchNewsgroupsManufacturer FAQsComputer manualsDevice manualsOnline forumsTechnical websitesDivide larger problems into smaller problems that you can analyze and solve individually.You should prioritize solutions, starting with the easiest and fastest to implement. Create alist of possible solutions and implement them one at a time. If you implement a possiblesolution and it does not work, reverse the solution and try another.Close with the CustomerAfter the repairs to the computer have been completed, finish the troubleshooting processby closing with the customer. Communicate the problem and the solution to the customerverbally and in all documentation. The steps to be taken when you have finished a repairand are closing with the customer include■■■Discuss the solution implemented with the customer.Have the customer verify that the problem has been solved.Provide the customer with all paperwork.