Computer Troubleshooting Tips


Here are some links to computer troubleshooting sites:


For specific examples of computer troubleshooting, click one of these links:
NOTE: These problems are somewhat old, and are not generally useful for your
Troubleshooting Guide.

If someone comes to you or calls you with a computer problem, use the steps below to try to diagnose the problem.

Step 1 - Get as much information as you can, including

  1. type of computer (PC/Mac, model if known)
  2. operating system (Windows___, Mac OS ___)
  3. program being used (if any)
  4. exactly what happened (commands given, error messages)
  5. Has the function ever worked?
  6. Has this problem happened before?
  7. What has changed since this function worked the last time? (new software, hardware, changed settings)
  8. What makes the problem appear? (look for patterns, start up, shut down, after running a particular program, printing, etc.)
  9. other questions specific to the situation (version of software, type of monitor, etc.)
Step 2 - Tell them to try the same thing again to verify that there is a problem.

They may have simply typed or clicked something wrong before.

Step 3 - Try quick fixes.

Step 4 - If you suspect a more complex hardware problem, suggest a few simple things to try.

Examples: Switch monitors with another computer. Try a different disk. Try the disk in a different computer. Change the cable. For peripherals, be sure the "driver" software is properly installed. Check the web (if possible) for information about problem devices--there may be a "patch." Check the ID numbers in the "SCSI chain" (peripherals connected to a Mac's SCSI port)--they should all be different. Be sure SCSI devices are turned on before booting.

Step 5 - If you suspect software problems, your questions and suggestions depend on your knowledge of the program.

You may need to try the program yourself (e.g., call it up on your computer while talking to them on the phone) and try the same thing they did.

Step 6 - Tell them to call Tech Support (last resort).

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