A Data backup is a copy of the data on a computer hard drive that is saved to media such as a CD, DVD, or tape drive. In some institution, backups are routinely done on a daily, weekly, and monthly basis.If you are unsure that a backup has been done, do not attempt any troubleshooting activities until you check with the customer. Here is a list of items to verify with the customer about data backup for his/her computer data backups:
1. Date of the last backup
2. Contents of the backup
3. Data integrity of the backup
4. Availability of all backup media for a data restore
Consider If the customer does not have a current backup and you are not able to create one, you should ask the customer to sign in a liability release form.
A liability release form should contain at least the following data as for your information:
1. Permission to work on the computer without a current backup available
2. Release from liability if data is lost or corrupted
3. Description of the work to be performed
Identify the Problem
During the troubleshooting process, gather as much information from the customer as possible. The customer should provide you with the basic facts about the problem of his computer. Here is a list of some of the important information to gather from the customers computer
** Customer information
— Company name
— Contact name
— Address
— Phone number
** Computer configuration
— Manufacturer and model
— Operating system information
— Network environment
— Connection type
** Description of problem
— Open-ended questions
— Closed-ended questions
Conversation Etiquette
When you are talking to the customer, you should follow these guidelines:
** Ask direct questions to gather information.
** Do not use industry jargon when talking to customers.
** Do not talk down to the customer.
** Do not insult the customer.
** Do not accuse the customer of causing the problem.
By communicating effectively, you will be able to elicited the most relevant information about
the problem from the customer's computer.
** Open-Ended Questions
When gathering information from customers, use both open-ended and closed-ended questions. Start with open-ended questions to obtain general information. Open-ended questions
allow customers to explain the details of the problem in their own words.
Some examples of
open-ended questions are
1. What problems are you experiencing with your computer or network?
2. What software has been installed on your computer recently?
3. What were you doing when the problem was identified?
4. What hardware changes have recently been made to your computer?
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** Closed-Ended Questions
Based on the information from the customer, you can proceed with closed-ended questions.
Closed-ended questions generally require a yes or no answer. These questions are intended
to get the most relevant information in the shortest time possible.
Some examples of closed-ended questions are
1. Has anyone else used your computer recently?
2. Can you reproduce the problem?
3. Have you changed your password recently?
4. Have you received any error messages on your computer?
5. Are you currently logged in to the network?
** Documenting Responses
Document the information obtained from the customer in the work order and in the repair journal. Write down anything that you think might be important for you or another technician Often, the small details can lead to the solution of a difficult or complicated problem.
It is now time to verify the customer’s description of the problem by gathering data from the computer.
** Event Viewer
Whensystem, user, or software errors occur on a computer, Event Viewer is updated with information about the errors. The Event Viewer application records the following information about the problem:
1.What problem occurred
2. Date and time of the problem
3. Severity of the problem
4. Source of the problem
5. Event ID number
6. Which user was logged in when the problem occurred Therefore Event Viewer lists details about the error, you might need to further research the solution
Device Manager
Device Manager, displays all of the devices that are configured on a computer. Any device that the operating system determines to be acting incorrectly is flagged with an error icon. This type of error has a yellow circle with an exclamation point(!). If a device is disabled, it is flagged with a red circle and an ?. A yellow question mark(?) indicates that the hardware is not functioning properly because the system does not know which driver to install for the hardware.
Beep Codes
Each BIOS manufacturer has a unique beep sequence for hardware failures. When troubleshooting, power on the computer and listen. As the system proceeds through the power on self test (POST), most computers emit one beep to indicate that the system is booting.properly If there is an error, you might hear multiple beeps. Document the beep code sequence, and research the code to determine the specific hardware failure.
BIOS Information
If the computer boots and stops after the POST, investigate the BIOS settings to determine whereto find the problem. A device might not be detected or configured properly. Refer to the motherboard manual to make sure that the BIOS settings are accurate.
Diagnostic Tools
Conduct research to determine which software is available to help diagnose and solve problems. There are many programs available that can help you troubleshoot hardware. Often,manufacturers of system hardware provide diagnostic tools of their own. For instance, a hard drive manufacturer might provide a tool that you can use to boot the computer and diagnose why the hard drive does not boot Windows.
Establish a Theory of Probable Causes First, create a list of the most common reasons why the error would occur. Even though the
customer may think that there is a major problem, start with the obvious issues before moving to more complex diagnoses. List the easiest or most obvious causes at the top and the more complex causes at the bottom. You will test each of these causes in the next steps of
the troubleshooting process.
Test the Theory to Determine an Exact Cause The Next step in the troubleshooting process is to determine an exact cause. You determine an exact cause by testing your theories of probable causes one at a time, starting with the quickest and easiest. After identifying an exact cause of the problem, determine the steps to
resolve the problem. As you become more experienced at troubleshooting computers, you will work through the steps in the process faster. For now, practice each step to better understand the troubleshooting process.If the exact cause of the problem has not been determined after you have tested all your theories, establish a new theory of probable causes and test it. If necessary, escalate the problem to a technician with more experience. Before you escalate, document each test that you try. Information about the tests is vital if the problem needs to be escalated to another technician. Many third-party tools are free to download.
Implement the Solution
After you have determined the exact cause of the problem, establish a plan of action to resolve the problem and implement the solution. Sometimes quick procedures can determine the exact cause of the problem or even correct the problem. If a quick procedure does correct the problem, you can go to step 5 to verify the solution and full system functionality. If a quick procedure does not correct the problem, you might need to research the problem further to establish the exact cause. When researching possible solutions for a problem,use the following sources of information:
1. Your own problem-solving experience
2. Other technicians
3. Internet search
4. Newsgroups
5. Manufacturer FAQs
6. Computer manuals
7. Device manuals
8. Online forums
9. Technical websites
10. Evaluate the problem and research possible solutions.
11. Divide larger problems into smaller problems that can be analyzed and solved individually.
12. Prioritize solutions starting with the easiest and fastest to implement.13.Create a list of possible solutions and implement them one
at a time.
If you implement a possible solution and it does not work, reverse the solution and try another.
Verify Solution, Full System Functionality, and If
Applicable, Implement Preventive Measures After The repairs to the computer have been completed, continue the troubleshooting
process by verifying full system functionality and implementing any preventive measures if needed Verifying full system functionality confirms that you have solved the original problem and ensures that you have not created another problem while repairing the computer.
Whenever possible, have the customer verify the solution and system functionality.
Document Findings, Actions, and Outcomes Finish The troubleshooting process by closing with the customer. Communicate the problem and the solution to the customer verbally and in writing. If possible, demonstrate how your
solution has solved the problem. Be sure to complete the documentation, which should include the following information:
1. Description of the problem
2. Steps to resolve the problem
3. Components used in the repair.
Thanks for reading.
Hope to see you next time.
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