bleshooting ICT Training

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Updated: May 2002

Job Aid
Contents

Introduction 1

Prepared by Farida Ansari and Peter Andrew Wallet Windows help 2

Introduction to PC troubleshooting Diagnostics 2

In a perfect world computers and software would never fail us, troubleshooting
and technicians would always be available. Until then, the more
we can do and understand about our computer the better for us Start up and 4
and our classrooms. shut down

Troubleshooting Emergency 5
When computers crash, malfunction or just act funny, we are in repair disk
trouble. Knowing how to fix your own computer with some
basic diagnostic knowledge will save all of us time, money and System 5
properties
anxiety. Here are some basic rules to follow next time you get a
computer glitch on your system.
Best practices 6

Try fixing it yourself. Scan disk 8

Checking those cables Deleting 9

Make sure the power supply is stabilized for the protection of software
your computer by using a power surge bar. Always use
approved power extensions and cables. Activities 10

Trainer Notes 14
Power cables
• Protected power supply

Data transfer cable

• Peripherals’ cables connect the computer to the printer,
scanner, camera or any other external device.

More cable types

• RJ45: Used for Networking
• RJ11: Used for dial up modem.
• Speaker output: Audio output of computer.
• Mike: Audio input
 Windows Help
Help provides you with answers and procedures to perform a task.
‘Help’ is a resource that can often be an aid to you. To use the help
menu go to:
1. From your taskbar, click on the ‘Start’ button.
2. From the ‘Star’ menu, select ‘Help’.

Diagnostics troubleshooting:
Rebooting (Ctrl + Alt + Del)

• To gain access to your system:

When you are at the ‘Begin Logon’ dialog box, you can press
‘Ctrl + Alt + Del’. This will open ‘Login Information’ box where
you will write your user name and password.
• Quit a program that is not responding:
Use the ‘Ctrl + Alt + Del’ keyboard command in case of program
freeze, or when the document/program is not responding. This
will open the ‘Close Program’ dialog box, select the program that
is not responding, and then click ‘End Task’.
You can also shut down your computer by pressing ‘Ctrl + Alt + Del’
and then clicking ‘Shut Down’ in the ‘Close Program’ dialog box.

CSLP — Troubleshooting (PC) Page 2

 Control panel
Customizing your computing environment by using settings in the
Control Panel will personalize your desktop and activate features
you want to use. Such as:
• Language
• Date
• Time
• Screen resolution

To change the above settings in the Control Panel, follow these

steps:
1. Select ‘Start’.
2. Select ‘Settings’.
3. Select ‘Control panel’, which will open a window similar to the
one below.

4. Double click on the item’s icon you wish to change its

properties.
5. Make changes and click ‘Ok’. Your changes will be applied.
Choosing ‘Cancel’ will close the dialog without applying the
changes.

CSLP — Troubleshooting (PC) Page 3

 Setting the date and time
1. Select ‘Date and Time’ which is similar to the one on the left.
2. Adjust the date using the ‘Date’ features.
3. Adjust the time either by moving the hands on the clock or by
clicking on the arrow and selecting the appropriate zone from
the drop-down menu.
4. Select ‘Time Zone’.
5. Check the ‘automatically adjust clock for daylight saving
changes’ option.

Startup and shutdown

Sometimes a solution requires using assistance of ‘Web Help’. On
the ‘Windows Help’ toolbar, click ‘Support Online’.

To startup PC in System Configuration:

1. Select ‘Start’, and then ‘Run’.
2. In the ‘Open’ box, type ‘Msconfig’, and then click ‘OK’.
3. On the ‘General’ tab, click ‘Create Backup’ to back up your
current system configuration files with System Configuration
utility.
4. Click ‘Diagnostic Startup’, and then click ‘OK’.
5. When you are prompted to restart your computer, click ‘OK’.
6. On the ‘Startup’ menu, select ‘Step-by-step confirmation’.
7. When you are prompted to process the ‘Autoexec.bat’ and
‘Config.sys’ files, press the ‘Esc’ key to bypass the files. Press
‘Enter’ to load all other
items.

CSLP — Troubleshooting (PC) Page 4

 Creating an emergency repair disk
Using the setup wizard will help you create an ‘Emergency Repair
Disk’. The disk will save current settings and restore files in case
your computer files are damaged. It is strongly recommended to
create an Emergency Repair Disk during setup and update it every
time significant changes are made to your system. Setup disks are
part of your computer package.

Managing computer problems in the class

Talking to your class as an example share ideas on how to get
students involved in:
• Computer sharing
• Effectively using computers in the classroom
• Enhancing computer skills in students
• Using computers as a learning tool and resource

Using system properties device

manager for conflicts
1. To access the ‘System properties’ go to ‘Control panel’ and
select ‘system properties’.
2. System Properties provide you with information about:
• Memory
• Available system resources
• File system
• Virtual memory
• Disk compression
• PC cards

CSLP — Troubleshooting (PC) Page 5

 The device manager will provide information about the following
from a ‘System Properties’ window.
Reserve Resources
View Resources

Create hardware
profile. Most com-
puters do not need
to create separate

Provides information
about:
• Registration edition
• Serial numbers
• System type
Will refresh the selected option.

Best practices
Adjusting screen attributes
1. View the ‘Display Properties’ dialog box at the ‘Settings’ tab.
2. Click ‘Advanced’ to open the properties page of your
computer.

3. On the ‘General’ tab, in ‘Font Size’, click ‘Other’.

CSLP — Troubleshooting (PC) Page 6

 4. From the drop down menu select the font size you want.
5. You can also open the ‘Display Properties’ dialog box at the
‘Settings’ tab by:
1. Clicking ‘Start’.
2. Pointing to ‘Settings’.
3. Clicking ‘Control Panel’.
4. Double-clicking ‘Display’.
5. Clicking the ‘Settings’ tab.

Monthly maintenance
Like your car, your computer also needs regular maintenance. Here
are some practices to ensure the smooth running of your computer.

Defragment
Defragment will allow you to rearrange programs to run faster and
finds errors. You can choose preferences for a one-time operation
or checkmark to set preferences each time you defragment your
selected disk.

Start Defragment Disk by:

1. Selecting ‘Start’.
2. Selecting ‘Programs’.
3. Selecting ‘Accessories’.
4. Selecting ‘System Tools’.
5. Selecting ‘Defragment Disk’.
6. Select a drive from the pull down menu.
7. Select ‘Settings’.
8. Select ‘OK’ or ‘Exit’ to abort Disk Defragment task.

CSLP — Troubleshooting (PC) Page 7

 Using Scan Disk
Scan Disk checks your hard disk for logical and physical errors and
can then repair the damaged areas.
Start Scan Disk by:
1. Selecting ‘Start’.
2. Selecting ‘Programs’.
3. Selecting ‘Accessories’.
4. Selecting ‘System Tools’.
5. Selecting ‘Scan Disk’.

Identify disk errors at start up

1. Select ‘Start Up’.
2. Right-click ‘Scan Disk’.
3. Click ‘Properties’.
4. On the ‘Shortcut’ tab, type one or more of the following after
the text that appears in ‘Target’:

Select Action
x: (Substitute the drive Specify the drive you want to check.
letter for x)
/a Check all your local hard disks.
/n Start and quit Scan Disk automatically.
/p Prevent Scan Disk from correcting any
errors it finds.

To check ‘Drive D’ and start and quit ‘Scan Disk’ automatically,

type in Target:
• C:\windows\scandskw.exe d: /n

To check all hard disks but prevent Scan Disk from correcting any
errors it finds, type in Target:
• C:\windows\scandskw.exe /a /p

If you do not have a short cut to ‘Scan Disk’, you will need to
activate ‘Scan Disk’ from the ‘Start’ menu. Use ‘Windows Help’ to
find the procedure.

CSLP — Troubleshooting (PC) Page 8

 Tips for maintaining your classroom PC
• Create a checklist to share ideas in managing computer time in
your class.
• Create a booking list next to the computer in your classroom for
your students.
• Pair up students to manage accessibility to computer and assign
time monthly to each pair.
• Place folders for each pair on the desktop and students book time
slots each morning.
• Create a chart and share your ideas by jotting them down in the
workshop today.

Deleting software correctly

1. In the control panel select ‘Add/Remove Icon’. The following
window will appear.

2. Select the software you wish to remove.

3. Select ‘Add/Remove’.
4. Click ‘OK’.
The software will be removed from your computer.

CSLP — Troubleshooting (PC) Page 9

 oting
Activities
lesho
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Troubleshooting Scenario 1
The process of moving the mouse and its on screen representation
is termed as dragging the mouse. Distinguishing between the
mechanical mouse and the optical mouse is established by the kind
of technology used, the number of buttons they have and how
they are connected to the computer.

You are using a mechanical mouse with two buttons, frequently

you have noticed that the mouse movement on screen is slow and
it is never where you want it to go.

Diagnostic Solution
Problems with the mouse such as the one described in Scenario 1
can be attributed to the mouse being dirty. To address this
problem:
1. Disconnect the mouse from the computer.
2. Clean the mouse with a special wipe cloth (available in
computer & office stores)
3. Check the ball under your mouse and flip it out to wipe it.
Place it back inside the mouse again. (This ball is the part which
rolls on your mouse pad surface picking up dirt).
4. Reconnect mouse to the computer.

Troubleshooting scenario 2
Finding files or applications
You finished a project last year and did not make a backup copy.
Today you suddenly need it but you have forgotten where you
stored the document file. Using the Help menu discussed earlier
find the file.

Consult the answer sheet at the end to ‘Find a File or Application’

by using ‘Help’.
 Troubleshooting Scenario 3
What are the steps to follow if…
1. If you cannot find a file you saved?
2. You have jammed your CD drawer?
3. Floppy disk is stuck in the drive?
4. You get the following error message: ‘Invalid Page Default in
Kernel 32.dll’?

Hint: Search resources on your computer that can help you find the
answer visually survey your hardware to help find a clue.

Troubleshooting scenario 3.1

Finding files or applications
1. Select ‘Start’ button (on the left bottom of your screen).
2. Select ‘Help’.
A window will appear similar to the one seen below.

3. Select ‘Index’ to browse on all the topics.

Or
Select ‘Search’ and write down a specific word you are looking
for. ‘Windows Help’ will list all the related topics in form of
FAQ.
4. Select the ‘To find a File or a Folder’. Follow the instructions in
‘Help’ to perform ‘To find a File or Folder’.

CSLP — Troubleshooting (PC) Page 11

 Using the ‘Find all Files’
1. Select ‘Start’.
2. Select ‘Find’. A window will appear similar to that seen below.

3. Enter the file name and click ‘Find Now’.

4. Use ‘Date’ or ‘Advance Options’ from the same window to find
your file or folder. Refine your search. A list of all possible files
resembling the file you named appears.
5. Double click on your file to open it.

Troubleshooting scenario 3.2

You have jammed your CD drawer.
You will do the following:
1. Restart your computer.
Or
Unselect your CD ROM option from ‘My Computer’.
Manually insert a small non-magnetic item in the hole under the
CD drawer to pop it open.

Troubleshooting scenario 3.3

You have a floppy disk stuck in drive.
1. Locate a small hole under your floppy disk space.
2. Insert a small non-magnetic item to pop it open. The disk
should come out.
3. Restart the computer.

CSLP — Troubleshooting (PC) Page 12

 Troubleshooting scenario 3.4
Invalid Page Fault in Kernel32.dll.
Your hardware acceleration setting could be too high. Hardware
acceleration specifies the degree of acceleration you want for your
graphic hardware. Decreasing the hardware acceleration setting
may resolve some display problems. To decrease the hardware
acceleration for your display adapter Follow these directions:
1. Select ‘Start’.
2. Select ‘Settings’.
3. Select ‘Control Panel’.
4. Double click ‘Display’.
5. On the ‘Settings tab, click ‘Advanced’.
6. On the ‘Performance’ tab, click the slider bar to lower the
‘Hardware acceleration’ setting to ‘None’.
7. Select ‘OK’.
8. Click ‘OK’ again to return to ‘Control Panel’.

CSLP — Troubleshooting (PC) Page 13

 bleshooting
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Trainer Notes
The key to successful troubleshooting is patience and practice.
Do not be afraid to try to fix your computer yourself. If you are
not certain what to do, use the help files.

Resources
Useful Web sites
www.microsoft.com/NYWorstation

www.ibm.com/pc

www.ibm.com/pc/support

www.elink.ibmlink.ibm.com/public/applications/publications/
cgibin/pbi.cgi

www.support.microsoft.com/directory

www.zednet.comfiltersprinterfriendly/0,6061,26901113,00.html

Help by Fax
1800- 426-3395 IBM automated fax system

Useful Print Resources

All System Manuals for your computer Hardware and software.