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1. HPTC DEPARMENT OF ICT HARDWARE AND NETWORKING SERVICE Level – I Module Title: Applying Problem – Solving Techniques to Routine Malfunction

2. Determine fundamental / root causes of the problem Recommend solutions to problem Participate in Workplace Communication Learning Objective of the Module Identify problems

3. Unit One: Identify problems U pon completion of this learning guide, you will be able to: Identifying Hardware, software and user or procedural problem Defining and determining problems Identifying and documenting current conditions of the hardware, software and user problems

4. 1.1. Identifying Hardware, software, user or procedural problem 1.1.1. Overview & Definitions of Problems : Problem - is any challenge that hinders us from attaining our objectives; Or it may reduces our performance of doing our daily activities. Routine problems – Are computer problems that happen intermittently again and again and we are familiar with. Routine problems are easy to solve

5. In order to identify computer related problems, we need to categorize problem areas as follows: Hardware related problems Software related problems User or Procedure related problems

6. 1.1.2. Hardware problems Problems in the hardware area cover the hard components of the computer; the power supply, the motherboard, the memory chips, the CPU, the CPU sink, the various cards and parts that make up the actual physical presence of the computer may crush or problem of incompatibility.

7. Hardware fault-finding checklist Here’s a useful checklist that you can use to help you diagnose faults in hardware . Information technology is an integral part of the operation of modern organizations First, consult any service level agreements (SLA) to ascertain if or clarify response time obligations Consult documentation logged from previous related or similar situations. Remember to keep safety as your highest priority by observing OH&S precautions, Check the power supply.

8. Hardware fault-finding checklist Cont .… If no video is displayed try swapping the monitor with a known good one. Remove all expansion cards. If the machine boots, replace the cards one by one until the problem reappears. Check the CPU fan is operating. Check the RAM chips by swapping them with known good ones. Check the motherboard for signs of blown components. If still no success, you might swap the entire motherboard and CPU.

9. 1.1.3 Software related problems Most computers will display an error message if the operating system is faulty. The Blue Screen of Death (BSOD) is one popular indicator of an operating system crash. Give the computer time to diagnose and solve the problem before trying other solutions. Operating system

10. Application software related problems Application issues are the main cause of most computer problems. There are so many different software programs, all written in different code; The best way to avoid these types of problems is to: Keep track of what you install on your computer. Watch how your computer behaves after you install a new program. Cont.…

11. 1.1.4 User related or procedural problems User-related problems are Problems identified by gathering and analyzing data about users, including their behavior, preferences, and motivations while Procedural problems a re Mistakes that occur when rules or algorithms are not applied correctly, such as missing steps, incorrect steps, or using the wrong logic

12. Collecting Information 1. Interview – is the best strategy to identify what problems the user/customer regarding the problem at hand is the most common and fastest way of getting information. The most commonly used methods to identify problems in dealing computer problem troubleshooting are collecting information from user/customer and computer itself .

13. Collecting Information Cont.… The followings are some of the questions one need to mention during the interview. What has been changed recently ? Has anyone added a new program recently?  Which programs are affected ? Which programs are working still properly ? Which components are dead , which components still work ? 

14. Collecting Information Cont.… Has any hardware changed ?'  What can you see that causes you to think there's a problem? Where is it happening? How is it happening? When is it happening? Why is it happening

15. Collecting Information Cont.… 2. Looking at computer symptoms – There are many helpful error codes, beep sounds, symptoms shown by our computer which help us to determine what the problem is, how to troubleshoot etc. Error codes displayed on screen , Listen beep sound codes shown in device manager , event viewer etc

16. Collecting Information Cont.… 3. Using your sense organs Smelling to identify for burnt components if any visual inspection – Looking Light emitting diodes (LED) for NIC, HDD, CD- ROM, etc , burnt components also can be identified by visual inspection, swollen parts releasing fluid like capacitors etc Watch the user while he/she is performing or using computer, Ask the user to reproduce the problem? Can you make the fault reoccur?  If so, write down any error messages and type them into search engines like google.com

17. Collecting Information Cont.… In all cases where you are trying to troubleshoot a problem, you need to use a logical step-by-step approach and go from simple to complex . For example, two questions that you would always ask in this situation are: When did the problem begin ? Has any new hardware or software been added ?

18. Here is a list of reasons why a computer might hang each time a specific software application is run. A corrupted file, An incorrect installation, Hard disk failure , A virus , A new application causing conflict , New hardware causing conflict , New device drivers causing a conflict with older software.

19. 1.2 Defining and determining Problems Here’s a general troubleshooting guide that you can use when a computer develops a fault. Don’t fear. Observe: What are the symptoms? What conditions existed at the time of failure? What actions were in progress? What program was running? What was displayed on the screen? Was there an error message? 1.2.1 General computer problem troubleshooting guide

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24. 1.3. Identifying and documenting condition of Hardware, software, user and procedural problem 1.3.1. Introduction Preventive maintenance Is a regular and systematic inspection , cleaning , and replacement of worn parts, materials , and systems . Preventive maintenance reduces the probability of hardware or software problems by systematically and periodically checking hardware and software to ensure proper operation .

25. Troubleshooting is a systematic approach to locating the cause of a fault in a computer system. A good preventive maintenance program helps minimize failures. It helps to prevent failure of parts, materials, and systems by ensuring that they are in good working order. Preventive maintenance can also include upgrading certain hardware or software such as a hard drive that is making noise, upgrading memory that is insufficient, or installing software updates for security or reliability Preventive maintenance con’t .

26. Preventive maintenance con’t Hardware Preventive maintenance Check the condition of cables, components, and peripherals. Clean components to reduce the likelihood of overheating. Repair or replace any components that show signs of damage or excessive wear.

27. Preventive maintenance con’t Use the following tasks as a guide to create a hardware maintenance program : Remove dust from fan intakes. Remove dust from the power supply . Remove dust from components inside the computer. Clean the mouse and keyboard . Check and secure loose cables .

28. Preventive maintenance con’t Software Preventive maintenance Verify that installed software is current . Follow the policies of the organization when installing security updates, operating system updates, and program updates. Many organizations do not allow updates until extensive testing has been completed. This testing is done to confirm that the update will not cause problems with the operating system and software.

29. Preventive maintenance con’t Use the tasks listed as a guide to create a software maintenance schedule that fits the needs of your computer equipment: Review security updates. Review software updates. Review driver updates. Update virus definition files. Scan for viruses and spyware. Remove unwanted programs Scan hard drives for errors. Defragment hard drives.

30. 1.3.2 Documenting Problems Document the information obtained from the customer in the work order and in the repair book. 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 .

31. Documenting Problems con’t When researching possible solutions for a problem, use the following sources of information: Your own problem-solving experience Other technicians Internet search Newsgroups Manufacturer FAQs Computer manuals Device manuals Online forums Technical website

32. 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: Description of the problem Steps to resolve the problem Components used in the repair

33. Self check

34. Operation Sheet – 1 Operation title: -Identifying Problems Purpose : -to check the system event viewer Required tools and equipment: - Computer and peripheral Instruction : - When system, user, or software errors occur on a computer, Event Viewer is updated with information about the errors. The Event Viewer application shown in Figure 1.1 records the following information about the problem:

35. Fig. 1.1 Event Viewer Although Event Viewer lists details about the error, you might need to further research the solution. To open Event Viewer: Click Start  Control Panel  Administrative Tools  Event Viewer

36. Device Manager Device Manager , shown in Figure 1.2, 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.

37. Fig. 1.2 Device Manager To open Device Manager: Click Start  Control Panel  Administrative Tools  Computer Management A new dialog box will appear. Then Click Device manager from the new dialog box at the right panel

38. Unit two Determine fundamental / root causes of the problem U pon completion of this learning guide, you will be able to: Identifying fundamental causes per results of diagnosis and investigation conducted. Identifying possible causes based on experience and the use of diagnostic tools and analytical techniques. Developing possible cause statements based on findings

39. 2. Identifying possible causes 2.1 Determining the fundamental causes of the problems Potential causes of damage to computer hardware and software

40. Cause Description Damage Recommendation Temperature variations Temperature variations (expansion and contraction of components from temperature change) can lead to serious problems.   Chip creep — where the heating and cooling of components can cause movement, usually out of the socket that holds the component. Signal traces on circuit boards can be cracked and separated. Solder joints can be broken. Contacts undergo accelerated corrosion. Solid-state components can be damaged. Read and write problems on hard disk drive (due to expansion and contraction of the platter of hard disk the data may be written at a different location relative to the track centre). Ensure a computer operates in correct ambient temperature Refer to the computer User’s Manual for this information. Ensure the ambient temperature when the: System is on it is in the range of 15-32 °C . System is off it is in the range of 10-40 °C .  

41. Cause Description Damage Recommendation Power cycling Turning on a cold computer subjects it to the greatest possible internal temperature variation. Same as for temperature variation   Power on a computer only once daily if there is stable power line. Don’t turn a computer on and off several times every day .

42. Cause Description Damage Recommendation Static electricity This problem usually appears during winter months when humidity is low, or in extremely dry climates where the humidity is low year-round. Some static-sensitivity problems are caused by improper grounding of computer power . Electronic components   Always use a three-prong, grounded power cord plugged into a properly grounded outlet. You could use an outlet tester to check that it is properly grounded, but today, OH&S requires that all power equipment be properly tested and certified. This includes the outlets, cables and connectors. Use a grounded static mat underneath a computer, or an antistatic wrist-strap, before touching internal components of the computer.

43. Cause Description Damage Recommendation Power line noise This problem is caused by poor quality power being supplied to a computer system, which creates some spikes and transients (short transient of signals). It can also be caused by sharing a power source with other higher power consuming equipment, such as coffee makers , copy machines or a laser printer . The wire size and length will affect the resistance of a power circuit. All system components   A computer system should be on its own circuit with its own circuit breaker. A three-wire circuit is a necessity. Avoid using too many items on a single outlet. Add an Uninterruptible Power Supply ( UPS ) as a power conditioner.

44. Cause Description Damage Recommendation Radio frequency interference Mobile phones, cordless phones, fax machines and any radio transmission equipment. Irregular random keystrokes will appear, as though an invisible entity were typing on the keyboard White spots and lines appear on the screen Install specially shielded cables (built-in toroid core cables) outside a system unit.  

45. Cause Description Damage Recommendation Phosphor burn on a monitor The phosphor on a cathode ray tube ( CRT ) can be burned if a stationary image is left on a screen continuously for long time. Reduces the life of monitor (cathode ray tube)   Turn both brightness and contrast levels to the minimum. Use a screensaver that displays different patterns on a screen.

46. Cause Description Damage Recommendation Dust and pollutants A power supply fan carries airborne particles through a computer. Food crumbs are attracted by magnetic media, while cigarette ash and smoke are drawn toward disk drives. Electronic components (dust on the surface of components prevents necessary heat loss)   Use power supply unit with air filter (the filter must be cleaned and changed periodically). Don’t operate an unprotected computer in a dusty environment, eg . an industrial workshop.

47. Cause Description Damage Recommendation Water On a desktop, coffee or tea spills over a keyboard or into a monitor. Keyboard malfunction Monitor explosion (if a monitor is on) Never eat, drink or smoke inside a computer room.

48.   2.2. Developing possible cause statement 2.2.1. Introduction Problem solving is the act of defining a problem; determining the cause of the problem; identifying, prioritizing, and selecting alternatives for a solution; and implementing a solution.

49. 2.2.2 The Six Step Problem Solving Model Problem solving models are used to address the many challenges that arise in the workplace. While many people regularly solve problems, there are a range of different approaches that can be used to find a solution. Complex challenges for teams, working groups and boards etc., are usually solved more quickly by using a shared , collaborative , and systematic approach to problem solving.

50. The Six-Step method provides a focused procedure for the problem solving (PS) group. It ensures consistency , as everyone understands the approach to be used. By using data, it helps eliminate bias and preconceptions , leading to greater objectivity. It helps to remove divisions and encourages collaborative working. It stops PS groups diverging into different problems. It also helps PS groups reach consensus/agreement. It eliminates the confusion caused when people use different problem-solving techniques on the same issue. It makes the decision-making process easier. It provides a justifiable/reasonable solution.

51. The Six Step Problem Solving Model cont …

52. The Six Steps Define the Problem Determine the Root Cause(s) of the Problem Develop Alternative Solutions Select a Solution Implement the Solution Evaluate the Outcome

53. Step One: Define the Problem Step one is about diagnosing the problem – the context , background and symptoms of the issue. Once the group has a clear understanding of what the problem is, they investigate the wider symptoms to discover the implications of the problem, who it affects, and how urgent/important it is to resolve the symptoms.

54. Step One cont …. At this stage groups will use techniques such as: Brainstorming Interviewing Questionnaires As this step continues, the PS group will constantly revise the definition of the problem. As more symptoms are found, it clarifies what the real problem is.

55. Step Two: Determine the Root Cause(s) of the Problem Once all the symptoms are found and the problem diagnosed and an initial definition agreed, the PS group begins to explore what has caused the problem. In this step the problem-solving team will use tools such as: Fishbone diagrams Pareto analysis Affinity diagrams

56. Step Two cont … These techniques help collect the information in a structured way, and focus in on the underlying causes of the problem. This is called the root cause. At this stage, the group may return to step one to revise the definition of the problem .

57. Step Three: Develop Alternative Solutions Analytical, creative problem solving is about creating a variety of solutions, not just one. Often the most obvious answer is not the most effective solution to the problem. The PS group focuses on: Finding as many solutions to the problem. Looking at how each solution relates to the root cause and symptoms of the problem. Deciding if different solutions can be merged to give a better answer to the problem.

58. Step Three cont … At this stage it is not about finding one solution, but eliminating the options that will prove less effective at dealing with both the symptoms and the root cause. At this stage it is not about finding one solution, but eliminating the options that will prove less effective at dealing with both the symptoms and the root cause.

59. Step Four: Select a Solution In the fourth step , groups evaluate all the selected, potential solutions , and narrow it down to one . This step applies two key questions . Which solution is most feasible? Which solution is favored by those who will implement and use it?

60. Step Four cont … Feasibility is determined by deciding if a solution: Can be implemented within an acceptable timeframe? Is cost effective , reliable and realistic ? Will make resource usage more effective ? Can adapt to conditions as they evolve and change? Its risks are manageable ? Will benefit the organization?

61. Step Five: Implement the Solution Once the solution has been chosen, initial project planning begins and establishes: The project manager. Who else needs to be involved to implement the solution? When the project will start. The key milestones What actions need to be taken before implementing the solution What actions need to be taken during the implementing the solution Why are these actions necessary?

62. Step Five cont … The group may use tools, such as a Gantt chart , timeline or log frame . Between Steps Five and during Step Six the operational/technical implementation of the chosen solution takes place.

63. Step Six: Evaluate the Outcome The project implementation now needs to be monitored by the group to ensure their recommendations are followed. Monitoring includes checking: Milestones are met Costs are contained Necessary work is completed Many working groups skip Step Six as they believe that the project itself will cover the issues above, but this often results in the desired outcome not being achieved.

64. Step Six C ont … Effective groups designate feedback mechanisms to detect if the project is going off course

65. 2.3 Identifying fundamental causes and conducting investigation Below we describe some of the most commonly encountered technology Problems . The printer is not working . The computer is frozen . A program is not responding. The keyboard is not working . New hardware or software is working incorrectly. The mouse is not working. The computer is slow . The browser’s homepage suddenly changed.

66. 2.3.1 Common Solutions for common problems Problem: The printer is not working. Solution Check if the printer is turned on . If not, turn it on and try again. Check if the printer has paper . If not, put paper in the paper tray and try printing again. Check if the printer has a paper jam . If so, remove the paper, close the printer, and try printing again.

67. The printer is not working Cont .… Solution Ensure that all printer cables are properly connected . Turn off the printer and turn on again . Check to see if a new printer driver is needed . Do this by going to the manufacturer’s website to search for your printer model and checking for any updated driver. Seek assistance from your system administrator before installing any drivers.

68. Common Solutions for common problems Cont .… Problem : The computer is frozen. A program is not responding. Use the Task Manager to end the program not responding. Perform a hard reboot by simply pressing the on/off button to turn off the computer manually. Once the computer is responding again, run a virus check.

69. Common Solutions for common problems Cont .… Problem : The keyboard is not working. Make sure the keyboard is connected to the computer. If not, connect it to the computer. If you are using a wireless keyboard, try changing the batteries. If one of the keys on your keyboard gets stuck, turn the computer off and clean with a damp cloth. Use the mouse to restart the computer.

70. Common Solutions for common problems Cont .… Problem : New hardware or software is working incorrectly . Verify your computer meets the requirements of the program or utility. Uninstall and install the program. There could be a conflict with another installed program and you should contact your system administrator.

71. Common Solutions for common problems Cont .… Problem : The mouse is not working correctly. Check if the mouse is securely plugged into the computer. If not, plug it in completely. Check to see if the cord has been damaged. If so, the mouse may need replacing. If you are using a cordless mouse, try pushing the connection button on the underside of the mouse to reestablish a connection. Clean the mouse, especially on the bottom.

72. Common Solutions for common problems Cont .… Problem : The computer is slow. Restart your computer. Verify that there is at least 200-500 MB of free hard drive space. Empty your recycle bin by right-clicking on the Recycle Bin icon (usually on the desktop), then selecting Empty Recycle Bin. Check your mail files . Remove any large attachments and delete unused mail. - Images and videos take up a lot of space, so consider moving those to an external drive. Remove temporary files from the Internet. Perform a disk cleanup . Run disk defrag . Remove unused shortcuts from Windows startup Disable unused program services Run a virus scan to remove potential viruses that can slow down your computer.

73. Common Solutions for common problems Cont .… Problem : The browser’s homepage suddenly changed. This is a common symptom that a virus or browser hijacker may have infected the computer. Try re-setting the home page to the default: In Internet Explorer/Microsoft Edge/Google Chrome: In Mozilla Foxfire: If the home page still reverts back to the “new” page, do an Internet search using keywords that include the name of the “new” homepage. If there is a virus, this search may reveal more information on the virus and how it can be safely removed. Run a virus scan.

74. Operation Sheet-2 Operation title: - Perform Activity Purpose : - Optimize/Enhance computer performance Required tools and equipment: - Computer Instruction: -Activity 1 : Task Manager The first Option : Push the Ctrl, Alt, and Delete keys at the same time. Then, start the Task Manager, highlight the program’s name, and hit the End Task button. Second Option : Right Click the Taskbar from your desktop  Click Task Manager Then, highlight the program’s name, and hit the End Task button.

75. Operation Sheet-2 Cont.… Activity 2 : Remove Temporary Files Click Start button Click Control Panel Click Network | Internet | Internet Options. Select the General tab and click Delete under Browsing History. Fig. 1.2 Internet Option

76. Operation Sheet-2 Cont.… Activity 3: Disk cleanup . Click Start button | My Computer or Computer. Highlight the local C drive by clicking on it once. Select the properties button at the top left of the window. Go to the General tab and select Disk Cleanup . Once the Disk Cleanup finishes running, click on Clean up System Files; this will delete any unnecessary system-related files from your local disk. Fig . 1.3 Disk Cleanup

77. Operation Sheet-2 Cont.… Activity 4: Disc Defragmentation /Optimization Click start | My Computer or Computer . Highlight the local C drive by clicking on it once. Click the properties button at the top left of the window. Go to the Tools tab and click Optimize button. Then the disk and click Optimize button. Fig . 1.4 Optimize Drive

78. Thank you this is end of the module