In At The Bleep End

This is adapted from an excellent document on the Apple website...
http://docs.info.apple.com/article.html?artnum=25392
...but given a slight PC slant.

Isolating issues

By using the approach here, you can learn how to isolate an issue to its root cause, or at minimum to determine the sequence of events that causes the issue to occur. Using this approach may help you solve the issue, locate other documents on the Internet, or communicate effectively with Technical Support.

Please follow only the steps which are relevant to the problem.

1. Describing the issue

Start by asking yourself basic questions about the issue that will help you describe it.

What is the issue?

When answering this question, be sure to note any alert or "error" messages that appear. Be sure to describe any unexpected hardware or software behavior, and any other details that seem relevant.

Users accustomed to reading logs should review them for any relevant information. If you are not experienced with reading logs, it is generally best to ignore them unless instructed to search for a specific message.

When does it occur?

• If you can identify a sequence of events that lead up to the issue, be sure to document each.
• If the issue seems to occur at certain time intervals, be sure to record the times at which it happens. Does it happen only at certain times (for example, daily at 9:00) or on a periodic basis (for example, every 47 minutes)?
• If the issue occurs so irregularly that you cannot yet describe when it happens, the suggestions below will help you troubleshoot the issue over time by making certain changes, then watching to see if the issue stops.

Note any recent changes to the computer and its software, since they could affect the issue. Was any new software or hardware installed?

2. Check documentation

After you can describe the issue, check known documentation sources, searching on key terms you have identified.

If an application program is affected, first check any "read me" files included with it. These may describe known issues.

If the issue is with a third-party product, check the manufacturer's or publisher's website for information about the issue. Check the internet for forums dealing with problems related to this product.

3. Up-to-date software and firmware?

As a general rule, make sure you are using the latest versions of system and third-party software for best compatibility. Also make sure your computer's firmware is up-to-date.

4. Is it a software or hardware issue?

Pay attention to important clues.

• If the issue seems specific to a certain application or system feature, troubleshoot software before hardware.
• If the issue occurs as the computer starts up--unless the computer does not turn on at all-- troubleshoot software before hardware.
• For other issues, or when software troubleshooting does not produce a resolution, use the rest of this document.

Such issues can contribute to other symptoms, but are usually easy to fix. On a PC, start with system file checker.

6. Can you isolate to a hardware device?

Issues with a hardware device can sometimes appear to be software issues, but are not resolved with software troubleshooting. Eliminate hardware as a cause (or conversely, isolate the issue to software):

a. Disconnect external devices except keyboard and mouse. If this resolves the issue, add devices back one at a time (shut down first if the device requires it) to further isolate the issue. On a PC you can also disable devices in 'Device Manager' to test.

b. Shut down the computer and remove any third-party memory upgrades, expansion cards, additional hard drives, or other internal hardware upgrades.

• If the issue is resolved, add your devices back one at a time. When the issue returns, remove the most recently-added device. If the issue goes away again, you have identified the cause. If software was included with the device, try deleting and reinstalling it. You may also wish to contact the vendor or manufacturer of that device for specific troubleshooting steps.

• You may want to test devices on all available ports into which they can be used. If a USB device works on USB port 1 but not on USB port 2, try connecting other devices to port 2. It is possible that your computer's ports aren't working properly.

--The following steps not to be taken lightly!--

7. On a PC, use System Restore to revert to an earlier version of the system

http://www.microsoft.com/windowsxp/using/helpandsupport/getstarted/ballew_03may19.mspx

8. Reinstall system software

If an issue persists, reinstalling system software may well resolve it. This is the nuclear option, so try everything else you can first.

Reinstall additional software one item at a time, restarting the computer after each install. For best results, use the computer for several hours after each installation to determine if that particular software contributed to the issue. Reinstalling everything at once without noting when the issue returned may lead to a need to repeat this process.

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Posted by d - 10:28 am - 0 Comments

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