Summary

34 IT Essentials: PC Harware and Software Companion GuideBecause many portable devices change rapidly in design and functionality, portable devicesare often more expensive to repair than to replace. For this reason, portable devices are usuallyreplaced while laptops can be replaced or repaired.Follow the steps outlined in the following sections to accurately identify, repair, and documentthe problem. The troubleshooting process follows:How ToStep 1. Gather data from the customer.Step 2. Verify the obvious issues.Step 3. Try quick solutions first.Step 4. Gather data from the computer.Step 5. Evaluate the problem and implement the solution.Step 6. Close with the customer.After completing these sections, you will meet these objectives:■■Review the troubleshooting processIdentify common problems and solutionsReview the Troubleshooting ProcessThe first step in the troubleshooting process is to gather data as follows from the customer.There are two types of questions you can ask: open-ended and closed-ended.Open-ended questions cannot be answered with yes or no answers. The purpose of openendedquestions is to allow the customer to describe the problem.Closed-ended questions can usually be answered with yes or no answers. This type of questioncan help a technician focus in on an error and locate the exact problem when a potentialsolution is being tested.After you have talked to the customer, you should verify the obvious issues. Examine themost obvious causes of a problem as follows:■■■■BatteryLEDsFunction keysCable connectionsAfter the obvious issues have been verified, try some quick solutions such as■■Reboot the laptop.Check the BIOS settings.