By Anthony W. Hill & Course Technology1 Troubleshooting Computer Problems

By Anthony W. Hill & Course Technology 1

Troubleshooting Computer ProblemsTroubleshooting Computer Problems


*What Is Troubleshooting?*What Is Troubleshooting?

The process of defining, diagnosing, and solving computer problemsUses several thinking and communications skills, information resources, strategies, and methodsAn iterative process


*Thinking Skills Used in Troubleshooting

*Thinking Skills Used in Troubleshooting

1. Problem solving2. Critical thinking3. Decision making


Problem SolvingProblem Solving

An activity where there is a current state X and a goal state Y and alternative paths to get from X to YObjective is to get from X to Y quickly, accurately, effectively, or efficiently


A Problem-solving ModelA Problem-solving Model

State X: Current State

State Y: Goal State


Critical ThinkingCritical Thinking

Cognitive skills used to:– Analyze a problem– Search for underlying logic or rationale– Find alternative ways to explain an event or situation


Critical ThinkingCritical Thinking

Includes– Creativity: The ability to find a novel or innovative

solution to the problem– The ability to design and test hypotheses– Metacognition: The ability to think about your own

thought processes


Decision MakingDecision Making

The ability to:– Define effective alternatives– Weigh the pros and cons of each alternative against

predefined criteria– Reach a decision


Tools Troubleshooters UseTools Troubleshooters Use

1. Communication skills 2. Information resources3. Problem-solving strategies4. Personal characteristics


Communication SkillsCommunication Skills

An important tool because most troubleshooting situations require at least some communication with an end user about a problem


How Troubleshooters Use Communication Skills

How Troubleshooters Use Communication Skills

To get a basic description of a problemTo learn the user’s perspectives on the problemTo probe for additional informationTo effectively communicate the solution back to the user


* Types of Communication Skills* Types of Communication Skills

1. Listening skills2. Paraphrasing3. Critical questions4. Probes5. Explanation


Listening SkillsListening Skills

Listen to the words the user chooses to describe the problemAllow the user enough time to explain the problemTry to obtain as accurate a description of the problem as possible


ParaphrasingParaphrasing

An active listening skill in which you restate in your own words what you heard the user say about the problemUsed to resolve misunderstandings and get a clear problem descriptionExample– End user description: “I don’t know what happened, but the

program doesn’t work.”– Support specialist paraphrase: “So, the program used to

work, but now it doesn’t?”


Critical QuestionsCritical Questions

Elicit important information from the user Challenge assumptions a support specialist might makeOften reveal information the user wouldn’t have thought to relateExamples– “What were you doing just before you first noticed the

problem?”– “Have you ever had this problem before?”– “Is the problem repeatable?”


ProbesProbes

Follow-up questions designed to elicit additional information about a problemA sequence of probes often clarifies a problem situation


ExplanationExplanation

A communication skill in which a support specialist describes the solution to a problem so the user understands:– Why the problem occurred– The steps required to resolve it


Information ResourcesInformation Resources

Personal experienceScriptsKnowledgebasesColleaguesVendors and contractors


Personal ExperiencePersonal Experience

Based on background and previous experiencesSearch personal knowledge for information about the problem or related problemsSuggestion: Make notes after a problem is solved and organize them by symptoms, equipment type, etc.


ScriptsScripts

List questions to ask and follow-up probes to askAre arranged in a logical sequenceCover all possible known paths to solve the problem


KnowledgebasesKnowledgebases

Organized collections of facts, information, articles, procedures, tips, and prior problem solutions


Types of KnowledgebasesTypes of Knowledgebases

Vendor manuals– Often contain chapters on troubleshooting and

frequently asked questions (FAQs)

Trade books– Fill vacuum for well-written information about popular

hardware and software products

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Online help– Available with most software products

CD-ROM databases– Permit searching for information about a specific

product or problem

Faxback services– Offered by some hardware and software vendors

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Internet Web sites– Maintained by product and service vendors

ListServs and Newsgroups– ListServ: An automated e-mail service that

distributes e-mail messages posted to the ListServ to every member who has subscribed to the ListServ

– Newsgroups: Internet discussion groups where participants with common interests in a topic post messages in a bulletin board atmosphere


ColleaguesColleagues

Provide a different perspectiveGive new insights into the problemEscalation: Referral of a difficult or complex problem to a higher support level for resolution


Vendors and ContractorsVendors and Contractors

May have seen a baffling problem before and be able to offer suggestions to resolve itOutsourcing: An agreement with a computer services support organization to provide problem-solving assistance for a fee or by contractual agreement


* Problem-solving Strategies* Problem-solving Strategies1. Look for a quick, obvious fix

– For example ; if a monitor doesn’t work, check the cable connection first

2. Try to replicate the problem yourself– Is a process of trying to repeat a problem in a different situation or

environment– Example; test the Application at another computer with the same

configuration if it gives the same error message3. Examine the configuration

Some problem may occurs due to incompatible combination of hardware and software


Problem-solving StrategiesProblem-solving Strategies4. View the system as a group of subsystems

– Divide the computer to a different parts to check the interconnection where the real problem is

5. Use a module replacement strategy– Try to replace the hardware/software component to check either its working or not– Example; test the CDROM at another computer if it can work

6. Try a hypothesis testing approach– Test for hypothesis to check the cause of the problem– For example : if wrong username or password, user cannot login

7. Restore to a basic configuration– Restore back to basic to eliminate any interaction problem between hardware and

software


Personal CharacteristicsPersonal Characteristics

Patience and persistenceEnjoy the problem-solving processEnjoy working with peopleAbility to learn


What Is a PersonalProblem-solving Philosophy?

What Is a PersonalProblem-solving Philosophy?

Includes an understanding of the strengths a support specialist brings to each problemRecognizes that selected tools and skills have been successful to solve past problemsRelies on information resources that have proved useful in past situationsIs improved by the metacognition process where a problem solver carefully examines his/her own thought processes

Documents

By Anthony W. Hill & Course Technology1 Troubleshooting Computer Problems