Summary

56 IT Essentials: PC Harware and Software Companion GuideIf there is a problem with one computer on the network, start the troubleshooting process atthat computer. If there is a problem with all computers on the network, start the troubleshootingprocess in the network room where all computers are connected. As a technician,you should develop a logical and consistent method for diagnosing network problemsby eliminating one problem at a time.Follow the steps outlined in this section to accurately identify, repair, and document theproblem. The troubleshooting process is as 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 this section, you will meet these objectives:■■Review the troubleshooting process.Identify common network problems and solutions.Review the Troubleshooting ProcessNetwork problems can result from a combination of hardware, software, and connectivityissues. Computer technicians must be able to analyze the problem and determine the causeof the error to repair the network issue. This process is called troubleshooting.The first step in the troubleshooting process is to gather data from the customer. Here aresome open-ended questions to ask the customer:■■■■■What problems are you experiencing with your computer or network?What software has been installed on your computer recently?What were you doing when the problem was identified?What error messages have you received on your computer?What type of network connection is the computer using?Here are some closed-ended questions to ask the customer:■■■Has anyone else used your computer recently?Can you see any shared files or printers?Have you changed your password recently?