IC3 Internet and Computing Core Certification

Guide
Global Standard 4

Computing
Fundamenta
ls

Lesson 6: Troubleshooting

© CCI Learning Solutions Inc. 1

 Lesson Objectives
• what troubleshooting means
• how to identify a problem for resolution
• looking at how you can manage the hardware
• recognizing what may cause software issues
• identifying potential solutions for software issues
• how to find and use Help resources

© CCI Learning Solutions Inc. 2

 What is Troubleshooting?
• Two simple ways to keep systems secure is to:
− Schedule regular maintenance
− Ensure application and operating system updates installed
as required
• Use log to provide details about each system and
kept up to date
− Depending on problem and resolution, can assess whether
you can resolve issue yourself, or require assistance
− Always read release notes to ensure update compatible
with existing hardware and software

© CCI Learning Solutions Inc. 3

 Managing the Hardware
• Replacing Hardware
− Have useful life cycle and deteriorate with time and usage
− Purchased hardware item includes limited warranty on
usage
− May want to purchase service agreement or extended
warranty

© CCI Learning Solutions Inc. 4

 Managing the Hardware
• Checking the Connections or Cables
− Check all connections are secure and nothing wrong with
cables
− Provide pathway for computers and peripheral devices to
send signals to one another
− May have to replace entire cable to test whether original
cable faulty or if connection needs to be fixed
− Check right cable connector type in use

© CCI Learning Solutions Inc. 5

 Managing the Hardware
• Updating the Hardware
− Vendor may release firmware update for device
− Built-in programmable software embedded in piece of
hardware to control how device functions
− Available for new computing or networking technologies and
standards
− No automated system for updating firmware
− Check manufacturer's web site for firmware updates
− May need to enter serial or model number of device
− Ensure correct model and type of device and date for release

© CCI Learning Solutions Inc. 6

 Managing the Hardware
• Updating Device Drivers
− Software for computer to communicate and control
connected devices
− Designed to work with specific operating system
architectures
− To check which drivers a device includes, check product
documentation, visit vendor website, or visit Windows 7
Compatibility website at:
www.microsoft.com/windows/compatibility/windows-7

© CCI Learning Solutions Inc. 7

 Managing the Hardware
− If upgraded operating
system or connected old
hardware and some devices
do not function, check
device drivers
− Right-click device in Device
Manager window, click
Properties, then click
Driver tab

© CCI Learning Solutions Inc. 8

 Managing the Hardware
• Windows includes drivers as part of operating
system
− Generic but provide basic functionality
− Should install driver that comes with device, if available
• Check for drivers at manufacturer's site
− Modifies drivers for use with specific model of computer
• Can configure Windows Update
− Automatically download recommended drivers for
hardware and devices

© CCI Learning Solutions Inc. 9

 Managing the Hardware
• Updating the Operating System
− If hardware device no longer works, usually conflict in
system file for operating system or device
− If software program no longer works, could be conflict in
system file for operating system and application program
− If computer stops responding while installing update,
check Internet connection still active, or have enough hard
disk space
− If asked for product key or activation code for Windows,
look on computer for sticker with code or check update
notification

© CCI Learning Solutions Inc. 10

 Managing the Hardware
• Handling Other Hardware Issues
− If cannot read files from media, check disc for scratches or
dirt
− If cannot print, ensure printer connected and turned on
− If connections active but printer does not print, check
printer for error messages
− May need to clean computer or printer of dust or paper
particles
− If using optical mouse and not responding, check for light
on mouse
− If key on keyboard or button on mouse not working
properly, purchase vacuums or compressed air cans to
help disperse dust

© CCI Learning Solutions Inc. 11

 Keeping Copies of Your Data
• System useful only if data is valid and accessible
• Backup duplicate copy of files and folders
− Store backup on network computer or external storage device
− Use specialized software to handle backups
• Full: copies every selected file on system to backup device;
must perform full backup before differential or incremental
backups
• Differential: copies all changed files since last time did full
backup
• Incremental: copies only changed files since last backup

© CCI Learning Solutions Inc. 12

 Keeping Copies of Your Data
• In full and differential strategy, backups occur as:
1. Full backup occurs Friday night at 2:00am to capture all
data.
2. Differential backups performed each night from Monday to
Thursday at 2:00am to capture all changed data since full
backup on previous Friday.
3. On Friday, full backup occurs at 2:00am to capture all
current data, including changes made after differential
backup on Thursday.
• Requires more time to back up but less time to
restore
− Differential backup copies everything changed since last
backup

© CCI Learning Solutions Inc. 13

 Keeping Copies of Your Data
• In full and incremental strategy, backups occur as:
1. Full backup occurs Friday night at 2:00am to capture all
data.
2. Incremental backups occur each night from Monday to
Thursday at 2:00am to capture each day's changes on
separate backup media.
3. On Friday, full backup occurs at 2:00am to capture all
current data, including changes made after incremental
backup on Thursday.
• Requires less time to back up but more time to
restore
− Incremental backups must be restored in chronological
order
− Ensure media clearly identified fully and correctly
© CCI Learning Solutions Inc. 14
 Keeping Copies of Your Data
• Backup media can become expensive and bulky
− Depends on amount of data generated and backup
frequency
• Tapes and CDs can be reused
− Reduce expenses and amount of space to store backup
media
• Storing backup media offsite key in planning for
disaster recovery

© CCI Learning Solutions Inc. 15

 Keeping Copies of Your Data
• Storing the Backup Copies
− External (or Local) Backup
− Store external hard drive or media in location away from
computer
− Offsite (or Online) Backup
− Store to remote location on network, servers or storage
locations provided through Internet-based backup service
provider
− Cloud Backup
− Variation of online backup where data saved to cloud location

© CCI Learning Solutions Inc. 16

 Managing the Software
• Updating the Software
− Released for variety of reasons
− When notified of update, be sure to understand purpose of
update and then decide whether to install
− Service packs contain combination of fixes and additional
features, and should be installed if experiencing issues with
software
− Notices may appear in email, prompt box in Task
Notification area, or social media post

© CCI Learning Solutions Inc. 17

 Managing the Software
− If encounter problems with software after update:
− Uninstall update to return to previous software version
◦ May not resolve issues but have working version of software
− Close all other applications before installing update again
◦ Ensures no common files in use that may cause conflicts when
starting update
− Restart computer and try using software program again
◦ Possible update not active until computer restarted

© CCI Learning Solutions Inc. 18

 Managing the Software
• Upgrading the Operating System
− Various reasons to upgrade or change version
− Most common versions of Windows operating systems are:
 Version Home Professional Ultimate

Windows XP    
Windows Vista   
Windows 7   
Windows 8  

− Difference between upgrade and update:

− Upgrade: Purchase and install another version of operating
system
− Update: Install fixes or product enhancements for existing
operating system
© CCI Learning Solutions Inc. 19
 Managing the Software
− Each version designed to work with specific hardware
− Check minimum system requirements
− Some older versions of software not compatible with upgrade
− Upgrading may cause problems:
− Forget to activate
− Wrong OS edition
− Conflict with applications
− Refer to technical specialist for assistance

© CCI Learning Solutions Inc. 20

 Dealing with Viruses or
Malware
• Malware are programs or files that harm computers
− Virus destroys files and data
− Worm consumes system resources
− Trojan horses provide unauthorized users illicit access
• Spyware
− Software secretly placed on system to gather personal or
private information without your consent or knowledge
• Schedule regular scans for malware and spyware

© CCI Learning Solutions Inc. 21

 Dealing with Viruses or
Malware
• IT staff will occasionally:
− View quarantine files on corporate systems
− Require employees to bring in laptops for routine
maintenance
• Install antivirus software as soon as possible, and
scan computer for viruses that could be resident
• Subscribe immediately to automatic updates
• Good practice to scan system after updates
installed

© CCI Learning Solutions Inc. 22

 Dealing with Viruses or
Malware
• If antivirus software kept current:
− Knows signatures of latest viruses
− Scans infected file or program for known signatures
− If virus found, hard drive can often be disinfected
immediately
• Extremely important antivirus program up to date
and configured to automatically download updates
• Equally important to keep email scanner and
resident scanner portions of application on

© CCI Learning Solutions Inc. 23

 Dealing with Viruses or
Malware
• Avoiding Viruses or Malware
− Save all downloaded files to folder other than data folder
and scan before opening them
− Scan any removable media before copying or opening files
− If sharing files with people using portable devices, scan
files you give to others
− Always set antivirus program to automatically scan all
incoming and outgoing messages
− Always scan email attachments before opening them

© CCI Learning Solutions Inc. 24

 Dealing with Viruses or
Malware
− Be suspicious of unexpected attachments received by
email or IM transmissions
− Do not open attachments
− Try to contact sender and determine whether attachment
legitimate
− If unable to contact sender or sender unaware of attachment,
delete it from message, or delete entire message
− Best protection is prevention
− Most viruses can be removed without permanent damage to
system

© CCI Learning Solutions Inc. 25

 Dealing with Viruses or
Malware
− Could be infected if:
− See messages or prompts never seen before
− Computer seems to be running slower or suddenly having
problems with programs
− Certain software applications no longer work
− See files you do not recognize on hard disk
− Error messages indicating file missing

© CCI Learning Solutions Inc. 26

 Dealing with Viruses or
− Perform systemMalware
scan and if virus found:
− Quarantine to isolated area, or delete virus completely
− If in active memory and can’t launch antivirus software, call IT
− If cannot delete, virus quarantined
◦ Note virus name and go to antivirus program website to get
removal tool
− Check all disks and backup files with antivirus software
− Replace any damaged files or programs with backup copies
− Reinstall programs from original installation media

© CCI Learning Solutions Inc. 27

 Using the Safe Mode
• Use if computer does not start up properly or at all
− Loads core services for operating system to diagnose
problem
• May be required or may appear during startup
process when:
− Windows did not shut down properly
− Windows displays desktop but then freezes
− Cannot launch antivirus software and need to run a scan
− Input or output device stops working once Windows starts

© CCI Learning Solutions Inc. 28

 Using the Safe Mode
• Safe Mode: Starts with
minimum drivers and
services; networking not
available
• Safe Mode with Networking:
Starts as in safe mode;
includes drivers or services
to access Internet or
network computer
• Start Windows Normally: Loads all drivers and
services

© CCI Learning Solutions Inc. 29

Using the Safe Mode
• To use Safe Mode:
1. Turn computer on.
2. When computer starts, press and hold F8 until menu
appears.
3. Move to Safe Mode to use and press Enter.
4. When desktop appears, Safe Mode shows on all screen
corners.
5. Use resources available to resolve problems with
computer.
6. When determine what causing problem, correct it and
restart computer.
• If starts normally, problem resolved; if not, contact
technical specialist
© CCI Learning Solutions Inc. 30
 Getting Windows Help and
Support
• To activate Help:
− select Help and Support from Start menu, or
− press F1, or
− click (Help) button in any dialog box
• Windows Help and Support window contains:
− Navigation and search tools
− Links to variety of resources

© CCI Learning Solutions Inc. 31

 Getting Windows Help and
Support
1

1 Toolbar
   
2
2 Links for navigating Help to locate
  the answer for yourself
3 Links for accessing additional
  information from Microsoft
4 Additional Help resources
3  
5 Settings for searching Offline or
Online

4 5

© CCI Learning Solutions Inc. 32

 Getting Windows Help and
Support
1 2 3 4 5 6

1 Arrows – Retrace steps through 4 Browse Help –Displays current location in

  Help system.   table of contents.

       
2 Help and Support home – 5 Learn about other support options –
  Returns to Help and Support home   Goes to page with links to other resources,
page. or go to specific Microsoft website for more
assistance.
       
3 Print – Prints currently displayed 6 Options – Additional commands.
  topic.  

© CCI Learning Solutions Inc. 33

 Getting Windows Help and
Support
• Using the Table of Contents
− To activate:
− In Windows Help and Support
window, click Browse Help topics, or
− on Help toolbar, click (Browse
Help)
− Categories link to information about
specific features or options available
− opens article with more
information for topic
− displays list of articles for topic

© CCI Learning Solutions Inc. 34

 Getting Windows Help and
Support
• Getting Additional Technical Support
− Contact Microsoft
− Go to computer retailer that provides technical support
− Hire consultant to fix computer, or provide
training/assistance on problem
− Take additional courses on Windows to study advanced
skills and troubleshooting techniques
− Search Internet for groups that specialize in Windows or
host community area to share information with each other

© CCI Learning Solutions Inc. 35

 Getting Windows Help and
Support
− To display version of Windows for technical support:
− click Start, Control Panel, System and Security, System,
or
− click Start button, right-click Computer and click Properties

© CCI Learning Solutions Inc. 36

 Getting Windows Help and
Support
• Using the Windows Knowledge Base
1. Navigate to:
support.microsoft.com/kb
2. Enter search text, press ENTER.
3. Click link for result to read.
4. Review contents, continue
search, click action for feedback,
or click Back.
5. Continue with search or close
web browser.

© CCI Learning Solutions Inc. 37

 Using Task Manager
• To display Task Manager:
− Press CTRL + ALT + DELETE to display
options; click Start Task Manager, or
− press CTRL + SHIFT + ESC, or
− right-click taskbar and click Start Task
Manager
• Use first three tabs to determine what
may be happening and what action to
take next

© CCI Learning Solutions Inc. 38

 Using Task Manager
• Applications
− Displays status of open programs
− Can right-click program task for
action
− If multiple tasks, sort list by
clicking column heading
− If ending task, closes entire
application and any document
worked on before activating
Task Manager

© CCI Learning Solutions Inc. 39

 Using Task Manager
• Processes
− Displays all processes currently
running
− Helpful for troubleshooting issues
− If ending process, select and click
End Process
− Sort by clicking column header
− For more details on process,
use Description column

© CCI Learning Solutions Inc. 40

 Using Task Manager
• Services
− Displays services currently active
on system
− Program performs function that
runs without user involvement
− To stop or start process,
right-click process and click
command, or
− click Services to view Services
Management console

© CCI Learning Solutions Inc. 41

 Lesson Summary
• what troubleshooting means
• how to identify a problem for resolution
• looking at how you can manage the hardware
• recognizing what may cause software issues
• identifying potential solutions for software issues
• how to find and use Help resources

© CCI Learning Solutions Inc. 42

 Review Questions
1. John is beginning to see numerous messages regarding the lack of
space on his hard drive. What should he do next?
a. Write down what the error messages display.
b. Call technical support to fix the problem.
c. Shut down the computer until technical support arrives.
d. Buy a new computer.

2. What does firmware refer to?

a. Built-in software that controls how a device functions.
b. Software that allows an operating system to communicate with
a device.
c. A type of storage media.
d. A standard that a company wants to enforce on every company
computer.

© CCI Learning Solutions Inc. 43

 Review Questions
3.What could cause an update to the operating system to fail 75%
through the installation?
a. You no longer have permission to continue the installation.
b. You have run out of time to complete the full installation.
c. You have insufficient hard disk space to install all the files.
d. You realize you already have the program installed.

4.If you store a backup of your data to the Cloud, where is the data
located?
a. On a local network drive.
b. At an offsite location such as your home.
c. On your local hard drive.
d. On a service provider's computer in an offsite location, such as a
SkyDrive folder.

© CCI Learning Solutions Inc. 44

 Review Questions
5.If an application program update causes the program to stop working,
what steps can you take before trying to reinstall the update?
a. Uninstall the entire application program.
b. Close all open applications, including your email program, and reboot the
computer.
c. Reinstall the operating system.
d. Any of the above

6.In the list of operating system updates listed below, which is critical to
install?
a. An update that corrects a known security flaw.
b. An update that recognizes new BlueTooth devices.
c. An update that includes experimental (beta) software.
d. All the listed updates are critical

© CCI Learning Solutions Inc. 45

 Review Questions
7. What can you do to minimize the possibility of infecting your computer
with a virus?
a. Save and scan any attachments from email before opening them.

b. Never open a file with an .exe file type sent via email without scanning it first.
c. If downloading a file from the Internet, save and scan the file before using it.
d. Any of the above
e. a or c

8. Where can you find help or advice for fixing a problem on your computer?
a. IT department
b. Online sources, such as a Knowledge Base.
c. Offline sources, such as the library or textbooks.
d. Any of the above
e. a or b

© CCI Learning Solutions Inc. 46