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The challenge with a problem isnot so much the solution but figuring out what the actual problem is. For instance: if the computer crashes when you go to print a document youmight automatically assume it's a problem with the printer, but the problemmight actually be a cable connection problem, a corrupted software file, aconflict with another software program running at the same time, a virus or anynumber of other problems. By doing some basic troubleshooting you caneffectively identify problems and get farther down the path to an actualsolution. Also, if you need to calla manufacturers help-line, the call will be much more productive if you've donesome troubleshooting before hand. BEFORE YOU DO ANYTHING: Some initial steps Check the component's documentation and/or the manufacturer's website.The appendix of most manuals will contain a troubleshooting guide that willidentify the most common problems the component may have. Most software installations include placing a readme file in the programsdirectory that will list all known incompatibilities. Manufacturer websites can be extremely helpful as well, with supportpages that will direct you to common problems and solutions that may include asoftware "patch" that can be downloaded directly from the site andthen run on your hard drive. Check for Viruses.Any strange behavior on a computer could be due to a virus. Use an anti-viral program to scan your system – and follow theinstructions on the use of the anti-viral program closely. Use diagnostic utilities.Software crashes can often be caused by corrupted files or registry conflicts. Using a program like Window's Scan Disk (found under SystemTools in the Accessories folder on your program menu) can identify and fixcorrupted files. Norton Utilitieshas a program called "System Check" that both checks the integrity ofyour files and looks for software conflicts and will repair problems.
Ask yourself: when did the problem I'm experiencing first start? If you made any change,such as installing new software or adding hardware, to the computer and now youare having a problem, chances are the change is the cause. Also, while you're trying to identify problems and solutions remember tomake only one change to your system at a time, so you can easily trace yoursteps. Determine if the problem is repeatable or if it is intermittent. A repeatable problem is one that occurs all the time, or always inresponse to a specific user action. Forexample, if the computer crashes everytime you print a document – that's arepeatable problem. An intermittentproblem will appear to happen spontaneously or randomly. An intermittent problem is usually the result of a specific set ofcircumstances happening occasionally. Withthese problems it is important to try to establish a pattern involved in theproblem. Keep a problem log at thecomputer and try to write down all the circumstances occurring when the crashoccurred, including the most minute detail. Use the process of elimination.Start to remove components from your system one at a time. After you remove acomponent test to see if the problem still exists. This is a great way to figure out if the problem is caused by a conflictbetween software programs and/or hardware. Start by removing the most recentlyinstalled stuff first. SOME FINAL TIPS: If you call the helpline - be patient and prepared. Youwill have to wait on hold awhile to get to get an actual person on the phone. Like death and taxes that's just a fact of life. If you can review all the troubleshooting steps you took to identify theproblem, the technical assistance operator will be able to identify the solutionmore quickly and effectively. Remember:if you get a technical assistance operator on the line don't hang up untilyou're sure the problem has been solved. If the equipment is new, send it back. Most equipment is under warranty and if there is anything severely wrongwith it, you should send it back. Thismay not help your immediate goal, but it will save you plenty of time in thelong run. If the equipment is under warranty, the vendor will deal withit. The most important thing toremember while troubleshooting is to be patient and observant. By using these steps you should easily be able to resolveeven the most inexplicable problems. |
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In my travels around the country as Circuit Rider for the LINC Project, I've seen some darn near inexplicable things go wrong with computers. Programs can stop running properly,or even worse, the computer itself can fail to even start. A general rule with equipment is: the more functions it does, the more that can go wrong. Since computers have so many different functions and so many different elements working together on the same system (software, peripherals, etc.) the potential for problems is really high. 
Check your mental state and don't panic!My personal theory to computer problems is that there is a direct connectionbetween the amount of stress a user is under and the number of times a computerwill crash. Chances are that whenyou are in a rush to get a document out the door, you will forget to close openapplications, or to save your work and you will send too many commands (like printing, spell-check, etc.) at once. Ifyou're moving fast on the computer, it pays to take a moment, take a deepbreath, close unnecessary programs and save your work. Also, if you're trying to solve a problem that your computer is having,you will need full mental capabilities. So if you're feeling frustrated and tired while trying to troubleshoot take abreak! You'll find you'll solveyour problems much faster if you have a fresh mind and attitude. Don't panic either. Sometimes computer problems can appear to be much more serious than they really are. Panicking can lead youto jump to a solution of a perceived problem before you've actually identified the real problem.
If none of those steps work - IT's time to use your brain!