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Chapter 12: Advanced Operating Systems 27Review 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.Step 1: Gather Data from the CustomerThe first step in the troubleshooting process is to gather data from the customer. Table 12-3provides a list of open-ended and closed-ended questions to ask the customer about operatingsystem errors. (This list is not comprehensive.)Table 12-3OS Errors: Open-Ended and Close-Ended Questions to AskOpen-Ended QuestionsHave you made any changes toyour system?Have you been on the Internet?Has anyone else had access to yourcomputer?Does the system look different?Closed-Ended QuestionsCan you access the Internet?Does anyone else have this problem?Have you changed your password recently?Have you received any error messages on yourcomputer?Step 2: Verify the Obvious IssuesAfter you have talked to the customer, you should verify the obvious issues that apply to theoperating system:■■■■■■■■■Do you have the current service pack installed?Do you have the current drivers installed?Do you run a virus spyware scanner?Have you changed any system defaults?Have you noticed problems with the screen resolution?Have you noticed problems when running certain applications?Has any software been added or upgraded?Has any hardware been added or removed?Have any cables been added or disconnected?
28 IT Essentials: PC Harware and Software Companion GuideStep 3: Try Quick Solutions FirstAfter the obvious issues have been verified, try some quick solutions to operating systemproblems:■■■■■■■Reboot the computer (warm boot)Turn the computer off and then on (cold boot)Driver roll backSystem restoreLast known good configurationVirus scanSpyware scanStep 4: Gather Data from the ComputerIf quick solutions did not correct the problem, it is time to gather data from the computer,including information about or from the following:■■■■■■System filesEvent logsDevice ManagerConfiguration filesRestore pointsDiagnostic softwareStep 5: Evaluate the Problem and Implement the SolutionAt this point, you will have enough information to evaluate the problem and research andimplement possible solutions. Some examples of resources for possible solutions include■■■■■■■Problem-solving experienceOther techniciansInternet searchNewsgroupsManufacturer FAQsComputer manualsDevice manuals
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vAbout the Technical ReviewersDavid
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ixIdentify the Names, Purposes, and
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CHAPTER 1Introduction to the Person
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CHAPTER 7Fundamental Printers and S
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CHAPTER 15Advanced NetworksObjectiv
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GlossaryThis glossary defines many
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ase station 3AppleTalk A protocol s
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CMOS battery 5bus topology A networ
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desktop computer 7crosstalk Interfe
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dynamic routing 9Domain Name System
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floppy data cable 11FFast Ethernet
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