Golden state college

Hardware and Networking Service

Level II
Module Title: Applying Problem Solving Techniques to
Routine Malfunction
Acronyms
LAP-Learning Activity Performance CMOS-Complementary Metallic Oxide Semiconductor
SLA-Service Level Agreement SOP-Standard Operational Procedure
OH&S-Occupational Health and Safety E-Mail-Electronic mail
FAQs-Frequently Ask Questions BIOS-Basic Input Output System
PC-Personal Computer
UNIT ONE: IDENTIFY PROBLEMS
Identifying Hardware, software, user or procedural problem
1.1.1 Overview of Problems
 Definitions
 Problem - is any challenge that hinders us from attaining our objectives; or it may tackle and reduces our
performance of doing our daily activities. Since we are Information Technology technicians, we may face many technical
problems in our day to day activities.
 Routine problems – are computer problems that happen intermittently again and again and we are familiar with.
 Routine problems are easy to solve
A problem sometimes can be as simple as restarting your computer to solve but sometimes it may take many steps and
processes, it may need to break into small and manageable formats (divide and conquer rule) so that we can solve easily.
Identifying problem is the first step in problem solving that is why it is said that “Identified problem is equal to solved
problem”. Once we identify the problem, it will be easy for us to find the solution.
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
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.
 1.1.3 Software related problems
Problems usually arise when some process or event has corrupted or deleted settings or files that Windows depends upon to
run smoothly.
At the core level, the method that Windows uses to track what is installed and removed is through the Windows registry. This
registry file is quite often the source of Windows problems.
You might see errors about dll files missing, or cab files being overwritten, or you might see that Windows just won’t start, or
it will start, but then crash with the “blue screen of death”, a not so happy term for the blue screen that is associated with
Windows physical memory dumps.
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; all trying to talk to each other and work together without
having conflicts. Inevitably, just as in human interactions, there are conflicts, and these can cause overall computer issues.
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.
If your computer begins to slow down or act strangely, you can troubleshoot the issue by uninstalling that program and seeing
if the problem is resolved.
That’s really the best way to view computer troubleshooting. Know your computer, and keep track of anything new you
do with it. Then when a problem shows up, ask yourself, "Since the last time my computer was working fine, what changes
were made?" In this way, you can quickly narrow down the possible causes to the most likely culprit.

1.1.4 User related problems or procedural problems

The most commonly used methods to identify problems in dealing computer problem troubleshooting are collecting
information from user/customer and computer itself.
Collecting Information
A well-defined problem really is half the solution. Something magical happens when you write down precisely what is
wrong. Just collecting the symptoms triggers your brain to start searching for causes. 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 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?
 Has any hardware changed?' If so reverse engines, revert to how it was and check if that cures the problem. Pattern
recognition is a vital troubleshooting skill.

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  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
I. 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, shown in device manager, event viewer etc
 Listen beep sound codes
II. 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,
 Watch the user while he/she is performing or using computer, so that we can identify procedural or user related
problems.
 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
 Ask the user/customer to show you the steps or process he/she performs to do what she/he wants the computer to do
so that you can determine whether the problem is procedural or other.
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:
A. When did the problem begin?
B. Has any new hardware or software been added between the times that the problem appeared and when the system
was last working correctly?
C. A corrupted file,
D. An incorrect installation,
E. Hard disk failure,
F. A virus,
G. A new application causing conflict,
H. New hardware causing conflict,
I. New device drivers causing a conflict with older software.
Defining and determining Problems
General computer problem troubleshooting guide
Here’s a general troubleshooting guide that you can use when a computer develops a fault.
1.Don’t fear.

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 2.Observe:
 What are the symptoms?  What was displayed on the screen?
 What conditions existed at the time of failure?  Was there an error message?
 What actions were in progress?  What functions are still working?
 What program was running?
3.Use your senses (sight, hearing, smell and touch).
 Is there any odour present?
 Does any part of the system feel hot?
4.Check power supply:
 Is the plug inserted snugly into the computer?
 Is the power cord plugged into an appropriate wall power outlet?
 Is the wall power outlet working?
5.Documentation (fill in a pre-designed check list):
 What is the computer doing?  Is there any error message?
 What is the computer not doing?  What is still operating with everything connected?
 What is being displayed on the screen?  Is power still operating on each part of a computer?
6.Assume one problem:
 Use correct data and resources
 Use relevant technical manuals and information
7.Use proper test equipment.
8.Isolate units one-by-one:
 If a system worked when all peripherals were disconnected, turn power off and reconnect one of the peripherals. Power
on and test. If that unit works, turn the power off and reconnect another peripheral. Again, power up and test. Follow this
procedure until a unit fails.
9.Consult your index of symptoms:
 Using your logbook, help desk database, or any relevant flow charts in reference books and manuals.
10. Localise to a stage.
11. Isolate to the failed part.
12. Test and verify proper operation.
After diagnosing and rectifying the fault, you need to document it in the log book or help desk database for future reference.
Identifying and documenting condition of Hardware, software, user and problem
1.3.1 Introduction
Preventive maintenance is a regular and systematic inspection, cleaning, and replacement of worn parts, materials, and
systems. Preventive maintenance helps to prevent failure of parts, materials, and systems by ensuring that they are in good
working order.

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 Troubleshooting is a systematic approach to locating the cause of a fault in a computer system. A good preventive
maintenance program helps minimize failures.
 Troubleshooting is a learned skill. Not all troubleshooting processes are the same, and technicians tend to refine their
troubleshooting skills based on knowledge and personal experience. Use the guidelines in this chapter as a starting point to help
develop your troubleshooting skills.
Preventive maintenance reduces the probability of hardware or software problems by systematically and periodically checking
hardware and software to ensure proper operation.
Hardware
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.
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.
Software
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.
Use the tasks listed as a guide to create a software maintenance schedule that fits the needs of your computer equipment:
 Review security updates.  Scan for viruses and spyware.
 Review software updates.  Remove unwanted programs
 Review driver updates.  Scan hard drives for errors.
 Update virus definition files.
Be proactive in computer equipment maintenance and data protection. By performing regular maintenance routines, you can
reduce potential hardware and software problems. Regular maintenance routines reduce computer downtime and repair costs.

During the troubleshooting process, gather as much information from the customer as possible. The customer should provide
you with the basic facts about the problem. Here is a list of some of the important information to gather from the customer:
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.

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After you have determined the exact cause of the problem, establish a plan of action to resolve the problem and implement the
solution. Sometimes quick procedures can determine the exact cause of the problem or even correct the problem.
If a quick procedure does not correct the problem, you might need to research the problem further to establish the exact cause.
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

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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

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 What problem occurred
 Date and time of the problem
 Severity of the problem
 Source of the problem
 Event ID number
 Which user was logged in when the problem occurred?

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
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.

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
 Unit Two: Determine fundamental / root causes of the problem
Identifying possible cause
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.
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.
Advantages
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
 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 solution.
All six steps are followed in order – as a cycle, beginning with “1. Identify the Problem.” Each step must be completed
before moving on to the next step.
The steps are repeatable. At any point the group can return to an earlier step, and proceed from there. For example,
once the real problem is identified – using “2. Determine the Root Cause(s) of the Problem”, the group may return to the
first step to redefine the problem.

The Six Steps

 1. Define the Problem
2. Determine the Root Cause(s) of the Problem
3. Develop Alternative Solutions
4. Select a Solution
5. Implement the Solution
6. Evaluate the Outcome
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.

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.
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
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.
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, no matter how outlandish they may seem.
 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.

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.
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.
 1. Which solution is most feasible?
2. Which solution is favored by those who will implement and use it?

Feasibility is ascertained 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?
Which solution is favored?
Acceptance by the people who will use and implement the solution is the key to success.
This is where the previous steps come into play. To users and implementers, a solution may seem too radical, complex
or unrealistic. The previous two steps help justify the choices made by the PS group, and offer a series of different,
viable solutions for users and implementers to discuss and select from.
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?
 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.
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.

Effective groups designate feedback mechanisms to detect if the project is going off course. They also ensure the
project is not introducing new problems. This step relies on:
 The collection of data
 Accurate, defined reporting mechanisms

 Regular updates from the Project Manager

 Challenging progress and actions when necessary

 In Step Six, as the results of the project emerge, evaluation helps the group decide if they need to return to a previous
step or continue with the implementation. Once the solution goes live, the PS group should continue to monitor the
solutions progress, and be prepared to re-initiate the Six Step process when it is required.
2.3.1 Common Solutions for common problems
Problem: The printer is not working.
 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.
 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.
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. This action should
only be done as a last resort if you have an unresponsive program or critical error. This process could cause data loss or
corruption.
 Once the computer is responding again, run a virus check.
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.
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.
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.
 Problem: The computer is slow.
 Restart your computer.
 Verify that there is at least 200-500 MB of free hard drive space. To do so, select Start and click on My Computer or
Computer. Then highlight the local C drive by clicking on it once. Select the Properties button at the top left-hand
corner of the window; this will display a window showing how much free and used space you have. If you need to
recapture 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 temporaryfiles from the Internet. To do so:
 Click Start button | My Computer or Computer.
 Click Open Control Panel at the top of the window.
 Click Network | Internet |Internet Options.
 Select the General tab and click Delete under Browsing History.
 Perform a disk cleanup. To do so:
 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.
 Information in computer files changes often, resulting in gaps or spaces within the file. This takes up more
space on the computer and can cause the computer to slow down. To reclaim these gaps in space, run disk defrag. To
do so:
 Click start | 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 Tools tab and select Run Defragmentation.
 Old or unused programs that aren’t being used may still have components running behind the scenes when you start
your computer, which can slow down the system. You can prevent these programs from running when you start your
computer by removing unused shortcuts and turning off unused program services.
 Remove unused shortcuts from Windows startup
 Click Start button | Select All Programs | Click Startup
 Right-click the shortcuts that you do not use and click delete
  Disable unused program services
 Click Start button | Control Panel | Administrative Tools | Services
 For each program/service that you are certain that you do not need, click on the Service to highlight it, click the Stop
link to stop the service from running, then double-click the service, choose Startup Type of Disabled, and click OK.
 Run a virus scan to remove potential viruses that can slow down your computer.
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:
 On the Tools menu, click Internet Options.
 Click the General tab.
 In the Address box, type the Web address you want for your home page.
 Click OK.
 In Mozilla Foxfire:
 Open the web site you want to set as your home page.
 Click the icon to the left of the web address and drag it to the Home button.
 Click Yes.
 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 and the word “virus.” 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.
Operation Sheet-2

Operation title: -Perform Activity

Purpose: -Optimize 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.

Fig. 1.1 Task Manager Window.

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

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

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.

Unit Three: Recommend solutions to problem

3. Identifying potential solution to problem
3.1 Introduction
As IT professionals, we are regularly expected to troubleshoot all kinds of technology problems as they arise during the
day to day operations of our jobs.
Sometimes the issues we face are minor in nature and very easily solved – a help desk ticket for example, where a new
employee can’t access or save files on their home drive (in this case, because the person who created the user account,
forgot to create the home drive as well!).
When your computer is not running properly the first course of action is to do a proper shut down, and restart. Click on
the Start button, select "shut down". Leave the PC off for 1 to 2 minutes. Turn the PC back on again. If the PC is frozen
and you cannot shut it down, hold the power button on the CPU for 30-40 seconds until it shuts down.
Common Problems:
II.1.1. An Unresponsive PC
 First check the cable. Unplug it from the computer and the outlet. Re-plug in both sides and try booting it
again.
  Check the wall outlet. Plug something else into the outlet and see if it works. If you have a surge protector
try a different outlet.
 Turn the system off and wait 30 seconds and then try again.
 Reach behind the machine and see if you feel air blowing out of the power supply. If you do, then you know
the machine is getting some power.
 Look at the keyboard for the indicator lights being lit up as the machine boots.
 Sometimes the monitor has something to do with the system acting up. Unplug the power cord from the
monitor and the wall and re-plug it. Unplug the cable from the computer to the monitor and re-plug it into the monitor.
Try rebooting.
 Listen to identify a beeping series if there is one to report it to the technical help.
 If you have a tower computer you should see indicator lights just above the power button on the PC, if you
see any numbers lit up report this to the Help Desk.
 Turn in all comments to the Help Desk.
II.1.2. Monitor Troubleshooting
Symptom 1: The monitor screen is black
Diagnosis
Check to see if the computer turned on.
 Is the computer turned on? There is a light on the CPU. If the computer is on, it will be lit.
Check to see if the monitor getting power.
 If no lights appear on the front of the monitor at all, it is not getting any power from the power source. Check
to see if ALL plugs are secure.
 Power cord from the computer to the power strip.
 Power strip to the wall socket.
Check to see if the Power Strip turned on.
 There is a light on the strip. If the strip is on, the indictor light will be on.
Check to see if the monitor getting a signal from the computer.
 There is a light on the monitor. If the monitor is on, it will be lit. If it is turned on, check the contrast and
brightness buttons to see if they have been tampered with.
 A green light on the front of the monitor would indicate that it is getting a signal from the computer.
 An orange light would indicate there is not signal from the computer. Make sure the computer is on and you
see lights on the front of it. Check the cable that runs from the monitor to the computer to see if it has worked loose.
Check to see if the brightness has been turned entirely down.
 Make sure you check the brightness and contrast buttons or settings on the monitor.
Check to see if the computer in Power Save or Sleep mode.
  Move the mouse or press any key on the keyboard to see if the computer will "wake-up."
Check to see if all peripherals plugged in.
 Verify that all cables and cords leading in to and out of your computer to insure they are all in tight and not
disconnected.
II.1.3. The screen is too bright or too dark
Diagnosis
 Check if the Brightness or contrast control is at the appropriate position, not at the maximum or minimum.
 Check if the specified voltage is applied
 Check if the signal timing of the computer system is within the specification of the monitor.
 Especially, check the horizontal frequency.
II.1.4. The screen is shaking
Diagnosis
 Move all objects that emit a magnetic field, such as a motor or transformer, away from the monitor.
 Check if the specified voltage is applied.
 Check if the signal timing of the computer system is within the specification of the monitor.
Monitor Troubleshooting Diagram
Symptom 2: The desktop Icons are too IMMENSE or too undersized
Diagnosis
Usually this is due to the Display Settings. The standard video setting for most College software is 800x600. To check
the video display settings:
 Left mouse-click on the Start button (lower left-hand corner of the screen).
 Go to Settings. Go to Control Panel.
 Once in the Control Panel, look for the Display icon.
 Double left mouse-click on the Display icon.
 In the Display Properties box, left mouse-click on the settings tab.
 Place your mouse arrow on the slider, hold down the left-mouse button, and move the arrow until the
number changes to the desired setting.
 640x480 screen resolution has fewer pixels so the screen appears larger. 1024x768 screen resolution has
more pixels in the same screen area so the appears smaller.
Symptom 3: The Screen goes black if not used for a few minutes
Diagnosis
 The power saver or energy saver features may be turned on. To correct this problem, you can turn off the
feature.
 Left mouse-click on the Start button (lower left-hand corner of the screen).
  Go to Settings. Go to Control Panel.
 Once in the Control Panel, look for the Display icon.
 Double left mouse-click on the Display icon.
 Left mouse-click on the Screen Saver tab.
 Left mouse-click on the Power or Settings button (depends on your version of Windows) in the lower left
corner.
 On the Power schemes tab, you should see where it says "Turn off monitor:" with an amount of time next to
it. Left mouse-click on the drop-down arrow.
 Change the time to "Never."
 Left mouse-click on the Apply button in the lower right-hand corner.

 Left mouse-click on the OK button.

 Left mouse-click on the next OK button.

II.1.5. Sound Troubleshooting

Symptom 1: The computer has no sound
Diagnosis
Symptom 2: No sound is heard from audio (music) CDs
Diagnosis
 Look for the Volume icon in the system tray in the lower right-hand corner of the Windows desktop.
 Place the mouse arrow on this icon.
 Double left-mouse click. The Volume Control dialog box should appear on the computer screen.
 Place the mouse arrow on the "slider" button and slide the arrow up to increase or down to decrease the
volume.
 If "Mute all" check box is checked, there will be no sound. To enable the sound again, uncheck the box.
 Ensure the speakers are properly connected to the audio card’s output connector and turned on.
Symptom 3: There is no volume icon in the lower right corner
Diagnosis
 To place the volume icon in the system tray in the lower right of the desktop:
 Place the mouse arrow on the Start button in the lower left corner.
 Left mouse-click on Settings.
 Left mouse-click on the Control Panel
 Place the mouse arrow on the Multimedia icon
 Place the mouse arrow on the Multimedia icon.
 Double-left mouse click.
  Left mouse-click on the Audio file tab.
 Towards the bottom look for the check box that reads "Show volume control on taskbar."
 Make sure the box is checked to activate the icon
Symptom 1: The cursor is stuck on the hourglass
Diagnosis
Open Task Manager
 Simultaneously press [Ctrl] [Alt] [Delete]. You will see a list of all tasks (programs) currently running. You
may notice one program has "Not Responding" instead of "Running" listed next to it. Select this task and click the End
Task button.
 Another dialog box will open stating that the program is not responding. Choose End Now to close the
program.
Reboot your computer (Warm Boot)
Resetting a computer that is already turned on:
 Press [Ctrl] [Alt] [Delete] once to open the Task Manager.
 Press [Ctrl] [Alt] [Delete] again to restart the computer.
Shut down your computer (Cold Boot)
 Start-up of a computer from a powered-down state. If you restart your computer and the problem isn’t
resolved, make an attempt to completely shut down the computer by pressing the power button. Let it set for 15-30
seconds then restart the computer.
Symptom 2: You have run out of disk space on your computer. Music files, movies, digital pictures, and other big data
files can fill up your hard drive.
Diagnosis
To check for disk space:
 Open My Computer. Right click on the C: drive and select Properties from the shortcut menu. A pie chart
will appear telling you the used and free space.
 Try running the Disk Cleanup Wizard. This utility can tell you whether you are running out of room and help
you clear away some space. Click the Start button and choose Programs | Accessories | System Tools | Disk Cleanup.
Choose the disk to clean up (C:) and let the wizard do the work.

3.2 Recommendation about possible solutions

3.2.1 Developing/Ranking alternatives
Look at your problems in different ways; find a new perspective that you haven't thought of before.
Brainstorming, or rapid noting of alternatives no matter how silly, is an excellent discovery process.
Once you have listed or mapped alternatives, be open to their possibilities.
 Consider all criteria
While a suitable solution may solve the problem, it may not work if resources aren't available, if people won't accept it,
or if it causes new problems.