Unit 1 Introduction to Troubleshoot Note(PC Troubleshoot and maintenance)New course 2022
1.1. Definition of Troubleshoot
Troubleshooting is a systematic approach to problem-solving
that is often used to find and correct issues with complex machines,
electronics, computers and software systems. Troubleshooters initially look for
common, known causes. For example, when a laptop won't boot up, an obvious
first step is to check whether the power cable is working. Once common issues
are ruled out, troubleshooters must run through a checklist of components to
identify where the failure is happening.
The primary objectives of troubleshooting are to figure out
why something doesn't work as intended and provide a solution to resolve the
issue.
1.2. Troubleshooting Techniques
Step 1. Gather information
The first troubleshooting step for just about any problem is gathering information about it. This can be information about why something unexpected is happening or a missing capability.Other important information includes related symptoms and unique circumstances that must happen to reproduce the issue. The goal is to identify the problem and understand how to reproduce it.
Step 2. Describe the problem
By comprehensively describing the issue, troubleshooters
will know where to look for the root cause. It can help to ask the following
questions:
What
are the symptoms?
When
does the problem occur?
Where
does the problem occur?
What
are the conditions when the problem occurs?
Is the
problem reproducible?
Answers to these
questions will expose which components aren't part of the problem. They will
also help identify possible compatibility issues among components and
third-party products that might cause issues.
If the issue remains, a
specialist might check other common causes, consult product documentation, and
conduct research on a support database or through a search engine.
Step 3. Determine the most probable cause
Sometimes a problem can have many possible causes. A
trial-and-error method is used to eliminate various options. The best approach
is to look for the most straightforward cause first, even when working with a
complex system.
One common testing method is the split-half troubleshooting
approach. This technique isolates the source of a problem through a process of
elimination. This method works best when the system involved has a number of
parts in series. Troubleshooters first test halfway down the line of
components. If the middle component works, they know everything before it
works. At this point, they move on to the middle of the remaining untested
section toward the end of the series. If the test of this second section works,
they go on to the midpoint of the remaining section. If the problem occurs at
any point in this testing, then the troubleshooters do a split back toward the
start of the series until the problem part is found. The split-half process can
save time in systems that depend on many components.
Step 4. Create a plan of action and test a
solution
Once the problem is
understood, troubleshooters develop a plan to tackle the issue. They test their
hypothesis and keep testing it until they identify a solution. When all tests
fail, go back to Step 3 and start over.
Step 5. Implement the solution
Once troubleshooters have identified and understood the
problem, they must adjust, repair or replace whatever is causing the issue.
When that is done, they should test the solution to be sure the problem is
fixed.
The goal is to return the system to the way it was before
the problem occurred. Successful troubleshooting is indicated when the problem
is no longer reproducible and functionality is restored. The success of the
troubleshooting process often depends on the technicians' thoroughness and
experience.
Step 6. Analyze the results
Sometimes the solution to a problem creates another issue. Troubleshooters must monitor the system to ensure the changes made don't adversely affect other parts of it or other systems connected to it.
Step 7. Document the process
The final step is to document all steps taken. This ensures
other troubleshooters will know what to do if the problem happens again. It's
critical to document both the solution and the fixes that didn't work to
provide a comprehensive record of the incident. Documentation will also help in
creating troubleshooting checklists to quickly identify and fix potential
problems.
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