Troubleshooting Techniques and Tips

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TroubleshootingTechniques and Tips

• Patrick Chinn and Spencer Smith
• UO Microcomputer Services

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Session Topics

• Patricks Troubleshooting Technique
• Technique Example 1
• Technique Example 2
• Problems with this technique
• Keys to Good Troubleshooting
• Key Questions to Ask
• Tips web sites

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Patricks Troubleshooting Technique

• Describe the problem as a mathematical formula,
  where each point of failure is a variable in the
  equation.
• A B C It works!
• Isolate and test each variable.

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Technique Example 1 Garage Door

• Problem
• My garage door wont open. I push the button on
  my remote and nothing happens.

Build an equation Remote Battery Power
Opener
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Step One Test Remote

• Test remote by trying a second remote.
• If the second remote works you know the problem
  is in the first remote.

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Step Two Test Battery

• Test the battery in my remote by replacing it
  with a new one.
• If the remote works with the new battery the old
  one was dead.
• If the remote does not work we continue testing.

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Step Three Test Power

• Check to see if the opener is getting electricity
  by plugging a lamp into the same outlet as the
  opener.
• If the lamp has no power the outlet is not
  working.
• If the lamp has power continue testing.

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Step Four Opener

• Test the opener mechanism by using the wall-mount
  switch to open the door.
• If the opener works then we know both remotes are
  broken.
• If it does not work consult the openers owners
  manual.

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Troubleshooting Hint

• Start with the easiest item to test and work
  toward the most difficult.
• With luck you will find the source of the problem
  before you have to test a complicated system.

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Technique Example 2 Cant Print

• Problem
• My computer cannot print to a networked printer.
• Equation
• Application OS printer hardware

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Step One Test Application

• Try to print from the application again, or in
  the case of a multi-page document try printing
  only one page.

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Step Two Test OS

• Test the operating system (OS) by printing from
  another application.
• If we can print from another application the
  problem lies with the first program.

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Step ThreeTest Printer

• Test the printer by printing from another
  computer.
• If we can print from another computer we know the
  printer works, so the problem must be with the
  original computer.

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Step Four Test Hardware

• Test the printer by printing a test page from the
  printer controls.
• If this fails, try swapping printers if possible.
• ? Printer-specific hint power cycle the unit

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Problems With This Technique

• We make assumptions
• Requires basic understanding of components
• Non-reproducible problems cannot be tested

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Keys to Good Troubleshooting

• Pay close attention
• Take notes or make a log
• Ask questions
• Be methodological
• Be patient

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Key Questions to Ask

• Have I installed any new hardware recently?
• Have I installed any new software recently?
• When does the problem occur?
• Is the problem reproducible?

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Tips

• Error messages sometimes lie
• Turn it off, wait 15 second and turn it back on.
• Check manufacturers web site for tech notes,
  knowledgebase articles and software updates.

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More Tips

• If you have a specific error message, try
  searching Google for web pages that mention the
  specific error.
• Search groups.google.com with the error message
  as well.

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Useful Web Sites

• www.annoyances.org (Windows)
• www.macfixit.com (MacOS)
• www.macintouch.com (MacOS)