Summary

32 IT Essentials: PC Harware and Software Companion GuideTroubleshoot Computer Components andPeripheralsThe troubleshooting process helps resolve problems with the computer or peripherals.These problems range from simple, such as updating a drive, to more complex problems,such as installing a CPU. Use the troubleshooting steps as a guideline to help you diagnoseand repair problems.After completing the following sections, you will meet these objectives:■■■Review the troubleshooting processIdentify common problems and solutionsApply troubleshooting skillsReview the Troubleshooting ProcessComputer technicians must be able to analyze the problem and determine the cause of theerror to repair the computer. This process is called troubleshooting.The first step in the troubleshooting process is to gather data from the customer.Ask the customer open-ended questions about computer errors. Examples are shown in thefollowing list. (This list is not comprehensive.)■■■■■Can you describe precisely what happens when the computer boots?How often does the computer fail to start?What is the first screen you see when you turn on your computer?What sound does the computer make as it starts?Is there a pause, or does the computer restart instantly?Also ask the customer closed-ended questions about computer errors. (This list is not comprehensive.)■■■■■■■■Has anyone done any repair work on the computer recently?Has anyone else used the computer?Does this computer have a floppy drive?Does this computer have a USB drive installed?Is there a wireless NIC in this computer?Is the computer turned off at night?Is the computer secured in a locked room at night?Do you have a Windows XP installation CD on hand?