Diagnosing and Troubleshooting Computer Systems

Outline
● Common problems
● System reset
● Diagnostic tools
● Troubleshooting Hard Disk
● Troubleshooting RAM
● Troubleshooting Motherboard
● Troubleshooting Power Supply
Common Problems
● General slowdown of the system
● System won't turn on
● Blue screen
● Forgotten password
● Accidental deletion
● Overheating
● Printer problems
● Slow network
● USB problems
General slowdown of the system
● There are many reasons a system might slow down
○ Not enough memory
○ Overloaded processor
○ A busy hard disk
○ Deadlock
● Run a system maintenance
● Perform clean boot
● Run a system file checker scan
● Install drivers in compatibility mode
● Boot in safe mode
● Run disk cleanup
● Perform a system reset
● Turn off visual effects
● Use performance troubleshooter
● Change the size of virtual memory
Preventing slowdown
● Check the computer speed to determine if an upgrade is needed
● Add more memory
● Close system tray programs
● Restart regularly
● Disable startup programs
● Disable or reduce animations
● Lighten web browser
● Scan your computer for adware/malware
● Free up disk space
● Uninstall unnecessary programs
System won't turn on
 ● Try a different power source
● Check the monitor connection
● Disconnect other devices
● Listen for beeps
● Check the BIOS setting
● Try and start the system into windows recovery environment
● If the system won’t turn off or restart
○ Check for unresponsive apps
○ Unplug USB devices
○ Force restart

Blue screen of Death (BSOD)

● Arise from a critical error windows has encountered that it cannot recover from
● Usually, the result of crashing a low level software in the kernel or driver or a faulty hardware
● Users’ applications software crashes will not cause blue screen
● Caused by STOP Error
● Windows can only restart the PC.
● This could lead to data loss
● Windows automatically creates a dump file that can be helpful to find the problem

Troubleshooting BSOD
● More information can be viewed in Action Center
● Windows performs troubleshooting automatically after a BSOD
● If windows could not recover from it, find the error code and search for it online
● Use System Restore
● Scan for Malware
● Install updated drivers
● Boot into safe mode
● Check for hardware problems
● Reinstall Windows

Forgotten password
● Systems require strong passwords
● Easy to forget than remember
● Best solution is to avoid the situation
● Think of a password that is strong enough but easy to remember
● Bruce Schneier Method
○ Think of a sentence that is easy to remember
○ Take the first two letters from each word
○ Eg: This is an example sentence.
■ Password: Thisanexse
● Or use a password manager
Accidental deletion
● Is one of the most common IT problems
● But it's one of the most avoidable problem
● First check the recycle bin
● To avoid this, software like Google drive, OneDrive and DropBox can be used
○ These software syncs the files to the cloud
○ A recent version of the file can be recovered from the cloud
● Use a recovery software to recover the file from the drive
○ Does not guarantee that the file cannot be overwritten
○ In that case it cannot be recovered
Overheating
● When a computer generate more heat than it can handle
● Might shutdown without warning
● Or suffer a permanent damage
● Dust accumulation is the primary cause
○ Make sure to regularly cleanup the system
○ Follow the OHS guidelines
● Fan is blocked
● Also avoid keeping the computer near anything that radiates heat
● Avoid sunlight

Printer problems
● The range of problems that can be caused by printers are huge
● Restart the printer
● Check whether the printer is connected to the same network an is on
● Set the printer as default
● Clear the printing queue
● Restart print spooler
● Remove and reinstall the printer
● Restart the computer

Slow network
● Troubleshoot network
○ Most of the times solves the problem or offers a solution
● Check the internet speed using an online available tool like fast.com
○ Decide whether to call the ISP or not
● Restart the modem or router
○ Power down for at least 10 seconds
● Call the ISP for help
● Check the IP Configuration
● Check if there is a proxy setting needed in the network

USB problems
● Check the USB ports or cable for any damage
● Try a different port to rule out the port
● Swap the cable to rule out the cable
● Plug in to a different computer to rule out the computer
● Plug in a different device to rule out the USB device
 ● Make sure the drivers are installed
● Check with the windows device manager
● Make sure the USB device is turned on

System Reset
● There are multiple levels that a computer may be recovered from a damage
● Eg: If the problem is from an update, remove and reinstall the update
● If the problem is not obvious, the ultimate solution is to reset the system
● Resetting windows reinstall the OS
○ But allows to keep the files or remove them
● The recovery setting can be accessed in PC or lock screen or using the installation media

Diagnostic Tools
● System information
○ Shows all the information about the system hardware and softeware
● Task Manager
○ Shows all the tasks and processes
○ Gives information about the resource usage for tasks
○ Allows to terminate tasks
○ Allows to set priorities for any task
● Device Manager
○ Shows information about hardware installed
○ Shows indicators for faulty hardware
○ Allows to install and update drivers

Troubleshooting Hard Disk

● Faulty hard disk drives usually makes sound
● Sometimes access denied for a failing hard disk
○ A loose connection or corrupt storage might trigger this event
● If the system crashes repeatedly, its highly likely that the hard drive is damaged
● Remove the identified hard drive immediately
● Use an adapter to use it as an external drive
● Recover as many data as possible to a new drive

Troubleshooting RAM
● The system wont start if the RAM is not inserted or completely damaged
● In some systems, during startup if there is a faulty RAM the system will have a special beeping pattern to
indicate that
● Its important to keep the RAM as dust free as possible for durability
● Remove and reinstall the RAM
● When installing the RAM make sure enough pressure is used so that the clips on the sides would snap into place
● If necessary install multiple RAMs to meet the requirements

Troubleshooting Motherboard
● If the computer wont start, it might be because of a faulty motherboard
● Motherboard issues are most difficult to troubleshoot
○ Various components are located on the board
● First check whether the motherboard is receiving power
 ○ Check if the indicator lights get on or the fans turn
○ Check the power supply
● Check for overheating
○ Turn on the computer keeping the cover open
● Remove and reinstall all the components and cables
● Remove unnecessary adapters and check whether it starts
● Check the CMOS battery

Troubleshooting Power Supply

● With a faulty power supply, a computer might suffer a permanent damage
● Remove the power supply and check with a multimeter
● Make sure each type of connector cable has its relevant voltage
● Normally it would be between 3.3v, 5v and 12v