Summary

22 IT Essentials: PC Harware and Software Companion GuideStep 2: Verify the Obvious IssuesAfter you have talked to the customer, you should verify the obvious issues. Here are someissues that apply to laptops:■■■■■■Have people asked you to stop sending them strange e-mails even though you have notsent them anything?Have any items on your desktop been moved?Has your computer been running slower than normal, or is it unresponsive?Do you see any unfamiliar login addresses in the login window?Are there any unexplained entries in the security protection software logs?Is your Internet connection unusually slow?Step 3: Try Quick Solutions FirstAfter you have verified the obvious issues, try some quick solutions:■■■■■■■Reboot the computer or network device.Log in as a different user.Check that the antivirus and spyware signature files are up-to-date.Scan the computer with protection software.Check the computer for the latest operating system patches and updates.Disconnect from the network.Change your password.Step 4: Gather Data from the ComputerIf quick solutions do not correct the problem, it is time to gather data from the computer:■■Verify that the signature file is current.Check the security software log file for entries.Step 5: Evaluate the Problem and Implement the SolutionAt this point, you have enough information to evaluate the problem and to research andimplement possible solutions. Here are some resources for possible solutions:■■■Problem-solving experienceOther techniciansInternet search