Troubleshooting

COMPUTER TROUBLESHOOTING
To troubleshoot or diagnose a computer problem is solving or determining a

problem to an issue. Troubleshooting often involves the process of elimination,
where a technician follows a set of steps to determine the problem or resolve
the problem.
Occupational health and safety is a cross-disciplinary area concerned

with protecting the safety, health and welfare of people engaged in work. The
goal of all occupational health and safety programs is to foster a safe work
environment. Before you start to work on the computer, perform the following steps
in the sequence indicated:
1. Turn off the computer and all peripherals.

2. Touch an unpainted metal surface on the computer chassis, such as the metal
around the card-slot openings at the back of your computer, before touching
anything inside your computer.
3. Disconnect the computer and peripherals from their electrical outlets. Doing so
reduces the potential for personal injury or shock. Also disconnect any
telephone or telecommunication lines from the computer.
4. Wear shoes with non-conductive rubber soles to help reduce the chance of
being shocked or seriously injured in an electrical accident.
5. Do not work on components that are plugged into their power source.
6. Do not remove expansion cards from a computer when it is turned on.
7. Remove all jewelry when working inside any computer related equipment.
8. Be sure not to mix electronic components and water.
9. When you shut down your computer, be sure to shut it down properly. Do not
turn it off with the case switch.
10.Don’t eat or drinks while working.
Types of computer failures

The three main types of computer failures are SYSTEM ERRORS, FREEZING,
AND APPLICATIONS QUITTING. A system error occurs when there is a conflict
between the operating system and one or more applications, like Microsoft
Word or Internet Explorer. The next type of computer failure is freezing, also
known as crashing or hanging. In this case, the computer locks up and the
mouse and keyboard become useless accessories. Freezing exists both at the
individual program level and on a system wide basis. An application suddenly
quitting is the third type of computer failure and probably the most common.
General tips to keep in mind

There are many different things that could cause a problem with your
computer. No matter what's causing the issue, troubleshooting will always be a
process of trial and error—in some cases, you may need to use several different
approaches before you can find a solution; other problems may be easy to fix.
We recommend starting by using the following tips:
Write down your steps: Once you start troubleshooting, you may want
to write down each step you take. This way, you'll be able to remember exactly
what you've done and can avoid repeating the same mistakes. If you end up
asking other people for help, it will be much easier if they know exactly what
you've tried already.
Take notes about error messages: If your computer gives you an error
message, be sure to write down as much information as possible. You may be
able to use this information later to find out if other people are having the same
error.
Always check the cables: If you're having trouble with a specific piece of
computer hardware, such as your monitor or keyboard, an easy first step is to
check all related cables to make sure they're properly connected.
1 TROUBLESHOOTING & DIAGNOSING COMPUTER SYSTEMS & NETWORKS

Restart the computer: When all else fails, one of the best things to try is
to restart the computer. This can solve a lot of basic issues you may experience
with your computer.
Using the process of elimination

If you're having an issue with your computer, you may be able to find out
what's wrong using the process of elimination. This means you'll make a list of
things that could be causing the problem and then test them out one by one to
eliminate them. Once you've identified the source of your computer issue, it
will be easier to find a solution.
Scenario:
Leonardo is trying to print out invitations for his son's birthday party,
but his printer won't print. He has some ideas about what could be causing
this, so he goes through them one by one to see if he can eliminate any
possible causes.
First, Leonardo checks his printer to see that it's turned on and plugged
into his surge protector. He sees that it is, so that's not the issue. Next, he
checks to make sure his printer's ink cartridge still has ink and that there is
paper loaded in the paper tray. In both cases, things look good, so he knows
the issue has nothing to do with ink or paper.
Now Leonardo wants to make sure his printer and computer
are communicating correctly. If he had recently downloaded an update to his
operating system, it might interfere with his printer. But he knows there
haven't been any updates since last week and his printer was working
yesterday, so he'll have to look elsewhere. Leonardo checks the printer's USB
cord and finds that it's not plugged in. He must have unplugged it when he
plugged his phone into the computer earlier. Once Leonardo plugs in the
printer's USB cord, his printer starts to print. It looks like his printer issue is
solved.
This is just one example of an issue you might encounter while using a
computer. On the following pages of this lesson, we'll go over other common
computer problems and some ways to solve them.
Simple solutions to common problems
Most of the time, problems can be fixed using simple troubleshooting

techniques, like closing and reopening the program. It's important to try these
simple solutions before resorting to more extreme measures. If the problem still
isn't fixed, you can try other troubleshooting techniques.
A. Problem: Power button will not start computer
 Solution 1: If your computer does not start, begin by checking the power

cord to confirm that it is plugged securely into the back of the computer
case and the power outlet.
 Solution 2: If it is plugged into an outlet, make sure it is a working
outlet. To check your outlet, you can plug in another electrical device,
such as a lamp or cellphone, and see if it receives electricity properly.
 Solution 3: If the computer is plugged into a surge protector, verify that it
is turned on. You may have to reset the surge protector by turning it off
and then back on. You can also plug a
lamp or other device into the surge
protector to verify that it is on.
 Solution 4: If you are using a laptop,
the battery may not be charged. Plug
the AC adapter into the wall, then try to
turn on the laptop. If it still doesn't start
up, you may need to wait a few minutes
and try again.

B. Problem: An application is running slowly
 Solution 1: Close and reopen the application.

 Solution 2: Update the application. To do this, click the Help menu and
look for an option to check for Updates. If you don't find this option,
another idea is to run an online search for application updates.
C. Problem: An
application
is frozen
Sometimes
an application
may become
stuck, or frozen.
When this happens, you won't be able to close the window or click any
buttons within the application.
 Solution 1: Force quit the application. On a PC, you can press (and
hold) Ctrl+Alt+Delete (the Control, Alt, and Delete keys) on your keyboard
to open the Task Manager.
 Solution 2: Restart the computer. If you are unable to force quit an

application, restarting your computer will close all open apps.
D. Problem: All programs on the computer run slowly
 Solution 1: Run your virus scanner. You may have malware running in

the background that is slowing things down.
 Solution 2: Your computer may be running out of hard drive space.
Try deleting any files or programs you don't need.
 Solution 3: If you're using a PC, you can run Disk
Defragmenter (called Optimize Drives in Windows 8). Doing so will make
sure all pieces of each file or program are stored close together in your
computer, so the computer will be able to access them more quickly. In
most versions of Windows, the Disk Defragmenter can be found in
the Start menu. In Windows 8, you can find it by typing defragment from
the Start screen.
E. Problem: The computer is frozen
Sometimes your computer may become completely unresponsive, or frozen.

When this happens, you won't be able to click anywhere on the screen, open
or close applications, or access shut-down options.

 Solution 1: Restart Windows Explorer. To do this, press and
hold Ctrl+Alt+Delete on your keyboard to open the Task Manager. Next,
locate and select Windows Explorer from the Processes tab and
click Restart.
 Solution 2: Press and hold the Power button. The Power button is
usually located on the front or side of the computer, typically indicated b
the power symbol. Press and hold the Power button for 5-10 seconds to
force the computer to shut down.
 Solution 3: If the computer still won't shut down, you can unplug the
power cable from the electrical outlet. If you're using a laptop, you may
be able to remove the battery to force the computer to turn off. Note: This
solution should be your last resort after trying the other suggestions
above.
F. Problem: The mouse or keyboard has stopped working
 Solution 1: If you're using a wired mouse or keyboard, make sure it's

correctly plugged into the computer.
 Solution 2: If you're using a wireless mouse or keyboard, make sure it's
turned on and that its batteries are charged.
G. Problem: The sound isn't working
 Solution 1: Check the volume level. Click the audio button in the top-
right or bottom-right corner of the screen to make sure the sound is
turned on and that the volume is up.
 Solution 2: Check the audio player controls. Many audio and video
players will have their own separate audio controls. Make sure the sound
is turned on and that the volume is turned up in the player.
 Solution 3: Check the cables. Make sure external speakers are plugged
in, turned on, and connected to the correct audio port or a USB port. If
your computer has color-coded ports, the audio output port will usually
be green.
 Solution 4: Connect headphones to the computer, and see if you can
hear sound from the headphones.
H. Problem: The screen is blank
 Solution 1: The computer may be in Sleep mode. Click the mouse or

press any key on the keyboard to wake it.
 Solution 2: Make sure the monitor is plugged in and turned on.
 Solution 3: Make sure the computer is plugged in and turned on.
 Solution 4: If you're using a desktop, make sure the monitor cable is
properly connected to the computer tower and the monitor.

Solving more difficult problems
If you still haven't found a solution to your problem, you may need to ask
someone else for help. Try searching the Web for the problem you're having
because other users may have had similar problems. Also, if you have a friend
or family member who knows a lot about computers, they may be able to help
you.
Keep in mind that most computer problems have simple solutions, although
it may take some time to find them. For difficult problems, a more drastic
solution may be required, such as reformatting your hard drive, reinstalling
programs, or reinstalling your operating system. If you're not a computer
expert, it's possible that you could make the situation worse, so it's best
to consult a professional if you believe a drastic solution is needed.
Common/standard POST beep codes
Beep Code: Description

1. No Beeps Short, No power, Bad CPU/MB, Loose
Peripherals
2. One Short Beep Everything is normal and Computer POST is fine
3. Two Beeps POST/CMOS Error
4. One Long Beep, One Short Motherboard Problem
Beep
5. One Long Beep, Two Short Video Problem
Beeps
6. One Long Beep, Three Short Video Problem
Beeps
7. Three Long Beeps Keyboard Error
8. Repeated Long Beeps Memory Error
9. Continuous Hi-Lo Beeps CPU Overheating
*NOTE: computer beep codes may vary in other types of motherboard.

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COMPUTER TROUBLESHOOTING

To troubleshoot or diagnose a computer problem is solving or determining a

Occupational health and safety is a cross-disciplinary area concerned

1. Turn off the computer and all peripherals.

Types of computer failures

General tips to keep in mind

1 TROUBLESHOOTING & DIAGNOSING COMPUTER SYSTEMS & NETWORKS

Using the process of elimination

Simple solutions to common problems

Most of the time, problems can be fixed using simple troubleshooting

A. Problem: Power button will not start computer

 Solution 1: If your computer does not start, begin by checking the power

2 TROUBLESHOOTING & DIAGNOSING COMPUTER SYSTEMS & NETWORKS

 Solution 1: Close and reopen the application.

 Solution 2: Restart the computer. If you are unable to force quit an

D. Problem: All programs on the computer run slowly

 Solution 1: Run your virus scanner. You may have malware running in

E. Problem: The computer is frozen

Sometimes your computer may become completely unresponsive, or frozen.

3 TROUBLESHOOTING & DIAGNOSING COMPUTER SYSTEMS & NETWORKS

F. Problem: The mouse or keyboard has stopped working

 Solution 1: If you're using a wired mouse or keyboard, make sure it's

G. Problem: The sound isn't working

H. Problem: The screen is blank

 Solution 1: The computer may be in Sleep mode. Click the mouse or

4 TROUBLESHOOTING & DIAGNOSING COMPUTER SYSTEMS & NETWORKS

Common/standard POST beep codes

Beep Code: Description

*NOTE: computer beep codes may vary in other types of motherboard.

5 TROUBLESHOOTING & DIAGNOSING COMPUTER SYSTEMS & NETWORKS

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