Chapter 4

Chapter 4: Troubleshooting Computer Problems

Chapter 4: Troubleshooting Computer Problems

A Guide to Computer User Support for Help Desk and

Support Specialists

second edition

by Fred Beisse

Chapter 4

Learning ObjectivesLearning Objectives

The troubleshooting process and the thinking skills required for successful troubleshooting

The tools used to troubleshoot computer problems

Develop a personal problem-solving strategy

Chapter 4

What Is Troubleshooting?What Is Troubleshooting?

Troubleshooting: the process of defining, diagnosing, and solving computer problems

Uses several thinking and communications skills, information resources, strategies, and methods

Is troubleshooting a step-by-step or an iterative process?

Is troubleshooting a scientific or creative process?

Chapter 4

Sequential versus Iterative Problem-solving

Sequential versus Iterative Problem-solving

Chapter 4

Troubleshooting as an Iterative Process

Troubleshooting as an Iterative Process

A repetitious process A creative process that requires

flexibility Involves several paths or approaches to

problems Steps are repeated in a loop until a

fruitful path is found

Chapter 4

Thinking Skills Used in Troubleshooting

Thinking Skills Used in Troubleshooting

Problem solving Get from X to Y quickly, accurately,

effectively, or efficiently (trends, etc) Critical thinking

Look for underlying logic, find alternative ways

Decision making Select an alternative way, pros and cons

Chapter 4

Tools Troubleshooters UseTools Troubleshooters Use

Communication skills Listening skills, User’s perspective

Information resources Personal experiences, knowledgebase, contacts

Diagnostic and repair tools Remote Access software, Hardware, Software, Network

Problem-solving strategies Look for an obvious fix, try to replicate the issue

Personal characteristics Patience and Persistence

Chapter 4

Critical QuestionsCritical Questions

Critical Questions – Designed to elicit important additional information from a user Challenge assumptions a support specialist

might make Often reveal information the user wouldn’t

have thought to relate

Chapter 4

Five Critical QuestionsFive Critical Questions

1. What were you doing just before you first noticed the problem?

2. Have you ever had this problem before?

3. Has this system (or component) ever worked?

4. Is the problem repeatable?

5. Have you made recent hardware or software changes to your system?