Summary

162 IT Essentials: PC Hardware and Software Companion GuideHow ToTroubleshoot Operating SystemsMost operating systems contain utilities to assist in the troubleshooting process. These utilitieshelp technicians determine why the computer crashes or does not boot properly. Theutilities also help identify the problem and indicate how to resolve it.Follow the steps outlined in this section to accurately identify, repair, and document theproblem. Take a moment to review the troubleshooting process:Step 1.Step 2.Step 3.Step 4.Step 5.Step 6.Gather data from the customer.Verify the obvious issues.Try quick solutions first.Gather data from the computer.Evaluate the problem and implement the solution.Close with the customer.After completing the following sections, you will meet these objectives:■■Review the troubleshooting processIdentify common problems and solutionsReview the Troubleshooting ProcessOperating system problems can result from a combination of hardware, application, andconfiguration issues. Computer technicians must be able to analyze the problem and determinethe cause of the error to repair the operating system. This process is called troubleshooting.Step 1: Gathering Data from the CustomerThe first step in the troubleshooting process is to gather data from the customer. This can bedone by asking the customer some open-ended and closed-ended questions. Table 5-7 providesa list open-ended and closed-ended questions to ask the customer about operating systemproblems. (This list is not comprehensive.)