5.0 Hardware and Network Troubleshooting Flashcards by Andrew Jensen

Change management.
* Change control
– A formal process for ___ change
– Avoid downtime, ____, and mistakes
– Corporate ___ and procedures
* Nothing changes without the process
– Plan for a c___
– Estimate the ___ associated with the change
– Have a recovery ___ if the change doesn’t work
– ___ before making the change
– Document all of this and get ___
– Make the change

– A formal process for managing change
– Avoid downtime, confusion, and mistakes
– Corporate policy and procedures
*
– Plan for a change
– Estimate the risk associated with the change
– Have a recovery plan if the change doesn’t work
– Test before making the change
– Document all of this and get approval
– Make the change

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Identify the problem
* Information gathering
– Get as many ___ as possible
– D___ the issue, if possible
* Identify symptoms
– May be more than a single ___
* Question users
– Your best ___ of details
* Determine if anything has changed
– Who’s in the wiring closet?
* Approach multiple problems individually
– Break problems into ___ pieces
* Backup everything
– You’re going to make some ___
– You should always have a r___ plan
* What else has changed?
– The user may not be ___
– E___ changes
– I____ changes
* There may be some clues
– Check _S log files
– Applications may have ___ information

– Get as many details as possible
– Duplicate the issue, if possible
*
– May be more than a single symptom
*
– Your best source of details
*
– Who’s in the wiring closet?
*
– Break problems into smaller pieces
*
– You’re going to make some changes
– You should always have a rollback plan
*
– The user may not be aware
– Environmental changes
– Infrastructure changes
*
– Check OS log files
– Applications may have log information

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Establish a theory
* Start with the obvious - Occam’s razor applies
* Consider everything - Even the not-so-obvious
* Make a list of all possible causes
– Start with the easy ___
– And the least ___ to test
* Research the symptoms
– Internal knowledge ___
– Google searches

– Start with the easy theories
– And the least difficult to test
*
– Internal knowledge base
– Google searches

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Test the theory
* Confirm the theory
– Determine next ___ to resolve problem
* Theory didn’t work?
– Re-establish new theory or ___
– Call an ___
* The theory worked!
– Make a plan…

– Determine next steps to resolve problem
*
– Re-establish new theory or escalate
– Call an expert
*
– Make a plan…

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Create a plan of action
* Build the plan
– Correct the issue with a ___ of impact
* Refer to vendor instructions
– Knowledge base, s____ articles
– Documentation and m___
* Identify potential effects
– Every plan can go ___
– Have a plan B
– And a plan C

– Correct the issue with a minimum of impact
*
– Knowledge base, support articles
– Documentation and manuals
*
– Every plan can go bad
– Have a plan B
– And a plan C

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Implement the solution
* Fix the issue
– Implement during the ___ control window
* Escalate as necessary
– You may need help from a ___ party

– Implement during the change control window
*
– You may need help from a 3rd party

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Verify full system functionality
* It’s not fixed until it’s really fixed
– The test should be part of your ___
– Have your customer ___ the fix
* Implement preventative measures
– Let’s avoid this issue in the future

– The test should be part of your plan
– Have your customer confirm the fix
*
– Let’s avoid this issue in the future

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Document findings
* It’s not over until you build the knowledge base
– Don’t lose valuable ___!
* What action did you take?
– What ___ did it have?
* Consider a formal database
– Help desk case ___
– Searchable database

– Don’t lose valuable knowledge!
*
– What outcome did it have?
*
– Help desk case notes
– Searchable database

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IT problem checklist

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POST (Power On Self Test)
* Test major system components before booting
the operating system
– Main systems (CPU, CMOS, etc.)
– Video
– Memory
* Failures are usually noted with beeps and/or codes
– BIOS versions can ___ , check your documentation
* Don’t bother memorizing the beep codes
– They’re all ___ between manufacturers
– Know what to ___ when you hear them

– Main systems (CPU, CMOS, etc.)
– Video
– Memory
*
– BIOS versions can differ, check your documentation
*
– They’re all different between manufacturers
– Know what to do when you hear them

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POST and boot
* Blank screen on boot
– Listen for b__
– __ video, ___ RAM, ___CPU
– BIOS configuration issue
* BIOS time and setting
– Maintained with the motherboard ___
– Replace the battery
* Attempts to boot to incorrect device
– Set boot ___ in BIOS configuration
– Confirm that the startup device has
a ___ operating system
– Check for media in a startup ___

– Listen for beeps
– Bad video, bad RAM, bad CPU
– BIOS configuration issue
*
– Maintained with the motherboard battery
– Replace the battery
*
– Set boot order in BIOS configuration
– Confirm that the startup device has
a valid operating system
– Check for media in a startup device

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Crash screens
* Windows Stop Error or Blue Screen of Death
* Contains important information
– Also written to event ___
* Useful when tracking down problems
– Sometimes more useful for m___ support

– Also written to event log
*
– Sometimes more useful for manufacturer support

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Bluescreens and spontaneous shutdowns
* Startup and shutdown BSOD
– ___ hardware, __ drivers, __ application
* Use Last Known Good, System Restore, or Rollback Driver
– Try ___ Mode
* Reseat or remove the hardware - If possible
* Run hardware diagnostics
– Provided by the manufacturer
– BIOS may have hardware ___

– Bad hardware, bad drivers, bad application
*
– Try Safe Mode
*
– Provided by the manufacturer
– BIOS may have hardware diagnostics

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The spinning ball of death
* The macOS X Spinning Wait Cursor
– Feedback that something is ___
* The spin starts, but it never stops
– You never get back ____of your computer
* Many possible reasons
– Application ___
– ___ hardware
– Slow p____ to disk
* Restart the computer
– There may be ___ in the console logs

– Feedback that something is happening
*
– You never get back control of your computer
*
– Application bug
– Bad hardware
– Slow paging to disk
*
– There may be details in the console logs

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Black screen
* Is the monitor connected?
– We wouldn’t ask if it wasn’t a ___ solution
– Check both power and s___ cable
* Input selection on monitor - HDMI, DVI, VGA, etc.
* Image is dim - Check brightness controls
* Swap the monitor
– Try the monitor on ___ computer
* No video after Windows loads
– Use VGA mode (F_)

– We wouldn’t ask if it wasn’t a common solution
– Check both power and signal cable
*
– Try the monitor on another computer
*
– Use VGA mode (F8)

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No power
* No power
– No power at the s__
– No power from the power ___
– Get out your __meter
* Fans spin - no power to other devices
– Where is your fan power c___?
– No POST - bad ____?
– Case fans have lower ___ requirements
– Check the power supply ___

– No power at the source
– No power from the power supply
– Get out your multimeter
*
– Where is your fan power connected?
– No POST - bad motherboard?
– Case fans have lower voltage requirements
– Check the power supply output

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Sluggish performance
* Task Manager
– Check for high CPU u___ and I/O
* Windows Update
– Latest patches and ___
* Disk space
– Check for available space and d__
* Laptops may be using power-saving mode
– Throttles the ___
* Anti-virus and anti-malware
– Scan for bad ___

– Check for high CPU utilization and I/O
*
– Latest patches and drivers
*
– Check for available space and defrag
*
– Throttles the CPU
*
– Scan for bad guys

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Overheating
* Heat generation
– CPUs, video adapters, memory
* Cooling systems
– Fans and a___
– Heat ___
– Clean and clear
* Verify with monitoring software
– Built into the B___
– Try HWMonitor
– http://www.cpuid.com/

– CPUs, video adapters, memory
*
– Fans and airflow
– Heat sinks
– Clean and clear
*
– Built into the BIOS
– Try HWMonitor
– http://www.cpuid.com/

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Smoke and burning smell
* Electrical problems
– The smoke makes everything ___
* Always disconnect power
– There should never be a ____ odor
* Locate bad components
– Even after the system has ___ down
– Replace all damaged c____

– The smoke makes everything work
*
– There should never be a burned odor
*
– Even after the system has cooled down
– Replace all damaged components

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Intermittent shutdown
* No warning, black screen
– May have some details in your Event ___
* Heat-related issue
– High CPU or graphics, gaming
– Check all fans and heat ____
– BIOS may show fan status and ___
* Failing hardware
– Has anything changed?
– Check Device M____, run diagnostics
* Could be anything
– Eliminate what’s ___

– May have some details in your Event Viewer
*
– High CPU or graphics, gaming
– Check all fans and heat sinks
– BIOS may show fan status and temperatures
*
– Has anything changed?
– Check Device Manager, run diagnostics
*
– Eliminate what’s working

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Application crashes
* Application stops working
– May provide an ___ message
– May just ____
* Check the Event Log
– Often includes useful ____
* Check the Reliability Monitor
– A history of ___ problems
– Checks for ____
* Reinstall the application
– Contact application support

– May provide an error message
– May just disappear
*
– Often includes useful reconnaissance
*
– A history of application problems
– Checks for resolutions
*
– Contact application support

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Grinding noises
* Computers should hum, not grind
* Rattling - Loose components
* Scraping - Hard drive issues
* Clicking - Fan problems
* Pop - Blown capacitor

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Lockups
* System completely stops
– Completely. Usually not much in the ___ log
– Similar to unexpected ___
* Check for any activity
– Hard drive, status lights, try Ctrl-Alt-Del
* Update drivers and software patches
– Has this been done ___?
* Low resources - RAM, storage
* Hardware diagnostics may be helpful

– Completely. Usually not much in the event log
– Similar to unexpected shutdowns
*
– Hard drive, status lights, try Ctrl-Alt-Del
*
– Has this been done recently?

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Continuous reboots
* How far does the boot go before rebooting?
– B___ only? OS splash screen?
* Bad driver or configuration
– F_, “Boot from last known working configuration”
* Try F8, Safe Mode
– If system ___, disable automatic restarts
in System Properties
* Bad hardware
– Try removing or r___ devices
– Check c___ and reseat

– BIOS only? OS splash screen?
*
– F8, “Boot from last known working configuration”
*
– If system starts, disable automatic restarts
in System Properties
*
– Try removing or replacing devices
– Check connections and reseat

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Inaccurate system date/time * Bad motherboard battery – Often a “button” style ___ * A bad battery will require a BIOS configuration or date/time configuration on every boot * On older systems, can reset the BIOS configuration by removing the battery – Newer computers use a j___

– Often a “button” style battery * – Newer computers use a jumper

Storage failure symptoms * Read/write failure – “Cannot read from the source ___” * Slow performance – Constant L___activity - Retry...retry...retry * Loud clicking noise – The ___ of death – May also include grinding and ___

– “Cannot read from the source disk” * – Constant LED activity - Retry...retry...retry * – The click of death – May also include grinding and scraping

Troubleshooting disk failures * Get a backup - First thing - a bad drive is bad * Check for loose or damaged cables * Check for overheating – Especially if problems occur after ___ * Check power supply – Especially if new devices were ___ * Run hard drive diagnostics – From the drive or computer ___ – Preferably on a known-good computer

– Especially if problems occur after startup * – Especially if new devices were added * – From the drive or computer manufacturer – Preferably on a known-good computer

Boot failure symptoms * Drive not recognized, Boot Device Not Found – Lights (or __ lights) – Beeps – ___ messages * Operating system not found – The ___ is there – Windows is not

– Lights (or no lights) – Beeps – Error messages * – The drive is there – Windows is not

Troubleshooting boot failures * Check your cables – P___ problem * Check boot sequence in BIOS – Check for removable disks (especially ___) – Check for disabled s___ interfaces * For new installation, check hardware configuration – Data and ___ cables – Try different ___ interfaces * Try the drive in a different computer

– Physical problem * – Check for removable disks (especially USB) – Check for disabled storage interfaces * – Data and power cables – Try different SATA interfaces

Data loss/corruption * Hard drives are mechanical devices – They will eventually ___ * Repairs are difficult and expensive – Dust-free e___ – Not always ___ * An SSD may simply stop working – Sometimes can read but not ___ * Data becomes unavailable or corrupted – Can be impossible to ___ * ALWAYS HAVE A BACKUP

– They will eventually fail * – Dust-free environment – Not always successful * – Sometimes can read but not write * – Can be impossible to recover

RAID not found * Missing or faulty RAID controller

RAID stops working * Each RAID is different – Don’t start pulling drives until you check the ___!

– Don’t start pulling drives until you check the console!

S.M.A.R.T. * Self-Monitoring, Analysis, and Reporting Technology – Use third-party ___ * Avoid hardware failure - Look for warning signs * Schedule disk checks - Built-in to most drive arrays * Warning signs - Replace a drive

– Use third-party utilities

Extended read/write times * A lot happens when reading or writing data – Memory access, communication across the bus, spinning drive access, writing or reading the data to the storage device, etc. * Delays can occur anywhere along the way – Need a way to measure ___ device access * Input/output operations per second (IOPS) – A broad metric of ___ performance * Useful for comparing storage devices – Hard drive: 2__ IOPS – SSD: 1,_____ IOPS

– Memory access, communication across the bus, spinning drive access, writing or reading the data to the storage device, etc. * – Need a way to measure storage device access * – A broad metric of maximum performance * – Hard drive: 200 IOPS – SSD: 1,000,000 IOPS

Missing drives in OS * OS boots normally – Other drives not shown - Check the ___ * Internal drives – Bad drive or ___ cable * External drives – No power to the drive or bad cable ___ * Network shares – Shared drives can be ___ during startup – Option to reconnect at ___-in – Connected with login __

– Other drives not shown - Check the BIOS * – Bad drive or disconnected cable * – No power to the drive or bad cable connection * – Shared drives can be connected during startup – Option to reconnect at sign-in – Connected with login script

No video image * Is it connected? – We wouldn’t ask if it wasn’t a real ___ – Check both power and ___ cable * Input selection on monitor – HDMI, DVI, VGA, etc. * Image is dim – Check ___ controls * Swap the monitor – Try the ___ on another computer * No video after Windows loads – Use ___ mode (F8)

– We wouldn’t ask if it wasn’t a real solution – Check both power and signal cable * – HDMI, DVI, VGA, etc. * – Check brightness controls * – Try the monitor on another computer * – Use VGA mode (F8)

Image quality problems * Flickering, color patterns incorrect – You can almost ___ with this * Check the cable pins – Especially if missing a ___ * Distorted image and geometry – Check the OS refresh ___ and resolution settings – Need to match the display ___ – Check or ___ cable * Disable hardware acceleration – Troubleshoot with the software ___

– You can almost work with this * – Especially if missing a color * – Check the OS refresh rate and resolution settings – Need to match the display specifications – Check or replace cable * – Troubleshoot with the software drivers

Native resolution * An LCD display is fixed – The number of pixels doesn’t ___ * A display looks best when the video settings match a display’s native resolution – A mismatch can cause ____ * If changing the display resolution,try using a multiple of the native resolution – 2560 x 1600 is the same ratio as 1920 x 1200

– The number of pixels doesn’t change * – A mismatch can cause distortion * – 2560 x 1600 is the same ratio as 1920 x 1200

Burn-in * A problem across all monitor types – Some displays will pixel-___ – You probably won’t ___ it * LCDs have “image sticking” – Try to remove by displaying a ___ screen for an extended period

– Some displays will pixel-shift – You probably won’t notice it * – Try to remove by displaying a white screen for an extended period

Dead pixels * Always black – A manufacturing ___ * This probably isn’t a problem on your side – Not a cable or ___ issue * Clean the monitor screen – Damp cloth * You’ll have to replace the monitor – No other option

– A manufacturing defect * – Not a cable or power issue * – Damp cloth * – No other option

Flashing screen * Check the video cable connections – A loose cable will cause loss of ___ * Replace the video cable – Usually a ___ fix * The problem could be with the monitor – Try switching the ___ * Confirm the display settings in the operating system – May not match the ___

– A loose cable will cause loss of signal * – Usually a quick fix * – Try switching the display * – May not match the monitor

Incorrect color display * Colors may not be properly represented – Too much red, green, blue, yellow, etc. * Monitor settings – Tint – Custom color presets – Factory ___ * Driver configuration – Color ___ * OS configuration - Very blue – ___ light settings

– Too much red, green, blue, yellow, etc. * – Tint – Custom color presets – Factory Reset * – Color tint * – Night light settings

Audio issues * Many monitors include speakers – No sound, low ___ * Monitor may have audio controls – Check volume ___ and mute status * Confirm audio input over HDMI, DisplayPort, or Thunderbolt – Check the HDMI audio ___ in the OS * The monitor may support other audio input interfaces – Check for audio ___

– No sound, low volume * – Check volume levels and mute status * – Check the HDMI audio output in the OS * – Check for audio jacks

Dim image * Monitor video settings – Brightness – Contrast * Check the OS – Auto-___ – Dim on battery ___ – Driver ___ * Backlight failure – Some or all of the ___ – May only be a ___ of the screen

– Brightness – Contrast * – Auto-dimming – Dim on battery power – Driver settings * – Some or all of the light – May only be a section of the screen

LCD projector troubleshooting * Large screen projection – Conference rooms, large ___ * Not always LCD – But ___ to see LCD * Metal-halide lamp – Very ___(very hot) light – Relatively ___ – (~ $35 to $350+ US) * Always let bulbs cool – Fan will ___ after shutting off – Keep it ___ in * Intermittent projector shutdown – No light ___ – Fans may continue to ___ * Cooling issue – Fans constantly ___ the bulb – Shuts down if temperatures are ___ * Check the airflow – Remove any b___ – Clean dust from the air filters and external air input/output

– Conference rooms, large gatherings * – But common to see LCD * – Very bright (very hot) light – Relatively expensive – (~ $35 to $350+ US) * – Fan will run after shutting off – Keep it plugged in * – No light output – Fans may continue to run * – Fans constantly cool the bulb – Shuts down if temperatures are high * – Remove any blockages – Clean dust from the air filters and external air input/output

Poor battery health * Replace aging battery – There’s only so many ___ * Bad reception – Always searching for ____ – Airplane mode on the ___ * Disable unnecessary features – 802.11 wireless, Bluetooth, GPS * Check application battery usage – iOS and iPadOS: Settings/Battery – Android: Settings/Battery

– There’s only so many recharges * – Always searching for signal – Airplane mode on the ground * – 802.11 wireless, Bluetooth, GPS * – iOS and iPadOS: Settings/Battery – Android: Settings/Battery

Swollen battery * Buildup of gas – Designed to self-___ – Do NOT open the battery ___/container – Significant ___risk * Faulty battery – Stop using ___ – Dispose of p___ * Device can be damaged – Better than having a ___

– Designed to self-contain – Do NOT open the battery packet/container – Significant fire risk * – Stop using immediately – Dispose of properly * – Better than having a fire

Broken screen * Time for a backup - Do this first! * Replace the ___- No easy fixes * The glass is sharp – Screen ___ can help – Use ___ tape until repaired

– Screen protectors can help – Use clear tape until repaired

Improper charging * Check everything in the charging process – Cables, interfaces * Check the cable interface – Remove any ___ * Check the cable – Don’t use frayed or ___ cables – Try a known-___ cable * Verify the power adapter – Check with a __meter

– Cables, interfaces * – Remove any obstructions * – Don’t use frayed or damaged cables – Try a known-good cable * – Check with a multimeter

Poor or no connectivity * Cellular or Wi-Fi – Location, location, location * Cellular – ___ strength – L___ matters – Outdoor connectivity may be ___ * Wi-Fi – Limited ___ – Interference can ___ throughput – May need a channel/frequency configuration change

– Location, location, location * – Signal strength – Location matters – Outdoor connectivity may be better * – Limited range – Interference can limit throughput – May need a channel/frequency configuration change

Liquid damage * Many phones have a Liquid Contact Indicator (LCI) – Turns color when ___ has been present * Power down the phone – Don’t ___ it back on. * Remove the case, cards, back, and battery – If ___ * Putting the phone in a bag of rice doesn’t actually work very well – Silica g__ is better * Leave it alone – Don’t turn it on – Do not ___ the phone – Don’t connect it to ___ – Don’t press any ___ – Don’t ___ the phone – Don’t move it around * Wait at least a day – Or until the phone appears to be ___ – And then perhaps a few hours after that * Once you’re sure, power it on – Hope for the best

– Turns color when liquid has been present * – Don’t power it back on. Don’t do it. * – If possible * – Silica gel is better * – Don’t turn it on – Do not charge the phone – Don’t connect it to power – Don’t press any keys – Don’t heat the phone – Don’t move it around * – Or until the phone appears to be dry – And then perhaps a few hours after that * – Hope for the best

Overheating * Phone will automatically shut down – Avoid ___ damage * Charging/discharging the battery, CPU usage, display light – All of these create ___ * Check app usage – Some apps can use a lot of __ * Avoid direct sunlight – Quickly ___

– Avoid overheating damage * – All of these create heat * – Some apps can use a lot of CPU * – Quickly overheats

Digitizer issues * Touchscreen completely black or not responding to input – Screen presses do not ___ * Apple iOS reset – Press power button, slide to ___ off, press power button – Hold down power button and Home|Volume for ___ seconds * Android device restart – Remove ___, put back in, power on – Hold down power and volume down until __ – Some phones have different key ___ – Some phones do not have a key-based reset

– Screen presses do not register * – Press power button, slide to power off, press power button – Hold down power button and Home|Volume for 10 seconds * – Remove battery, put back in, power on – Hold down power and volume down until restart – Some phones have different key combinations – Some phones do not have a key-based reset

Physically damaged ports * External interface - Charging and data transfer * Rough handling and accidents – Damages the ___ * Not charging - Look closely * Not modular - Requires a system board replacement

– Damages the interface

Malware * Always a concern – Even on ___ devices – The device ___ doesn’t matter * Look for symptoms – Unusual apps, large data transfers, pop up messages, high ___ usage, device o___ , excessive battery use * Try a security app or scanner – Identify malware ___

– Even on mobile devices – The device type doesn’t matter * – Unusual apps, large data transfers, pop up messages, high CPU usage, device overheating, excessive battery use * – Identify malware infections

Cursor drift * Random input or cursor moves without touching the device – Common on ___ screens * Use a touch calibration app – Requires user ___ – Touch ___ areas of the screen * The system will adjust to the new calibration parameters – No more ___

– Common on older screens * – Requires user input – Touch certain areas of the screen * – No more drift

Testing the printer * Print or scan a test page – Built into ____, not the application * Use diagnostic tools – Web-based utilities built into the ___ – Vendor specific – Generic utilities

– Built into Windows, not the application * – Web-based utilities built into the printer – Vendor specific – Generic utilities

Bad output * Lines down the printed page – Inkjet: Clean print ___ – Laser: Check for scratched p___ drum * Faded prints, blank pages - Low toner or ink * Double/echo images or speckling – Laser printer optical drum not ___ properly – Ghost or “____” from previous drum rotation

– Inkjet: Clean print heads – Laser: Check for scratched photosensitive drum * – Laser printer optical drum not cleaned properly – Ghost or “shadow” from previous drum rotation

Garbled print * Bad printer driver / wrong model – Incorrect page description language (PCL or P____?) * Verify the printer functionality – Check with a ___ page * Bad application – Check the ____ – U___ the application

– Incorrect page description language (PCL or PostScript?) * – Check with a test page * – Check the output – Upgrade the application

Toner not sticking to the paper * Laser printer output smudges everywhere – Toner sticks to ___ * Toner not fused to the paper – Toner should be permanently ___and pressed – May not be ___ * Fuser problem - Replace the fuser assembly

– Toner sticks to everything * – Toner should be permanently melted and pressed – May not be hot

Incorrect paper size * Print a letter size page – Accidentally send it to a ___ size paper tray * Printer stops and shows a message – Gives you a chance to ___ the issue * Tray selection is provided during the printing process – Try printing again – Change the ___ in the printer configuration

– Accidentally send it to a legal size paper tray * – Gives you a chance to fix the issue * – Try printing again – Change the defaults in the printer configuration

Paper jam * Careful when removing – Don’t ___ the paper – Don’t ___ internal components * Paper not feeding or misfeeds multiple pages – Check the ___ – Pickup r___ are part of a laser printer maintenance kit * Creased paper – Problems in the paper ___ – Check the paper ___

– Don’t rip the paper – Don’t damage internal components * – Check the tray – Pickup rollers are part of a laser printer maintenance kit * – Problems in the paper path – Check the paper weight

Multiple prints pending in queue * Corrupted print jobs – Print spooler will ___ – Most spooler configuration will automatically ___ * Problems are logged – Windows Event Viewer,Windows-___ * One job may be causing the issue – Monitor the ___ for details

– Print spooler will crash – Most spooler configuration will automatically restart * – Windows Event Viewer,Windows-PrintService * – Monitor the queue for details

Incorrect color settings * The output colors aren’t the same as the display – Important for publishing and color ___ * Calibrate the monitor – A third-party c___ tool will help * Check the paper – Bright white paper provides good ___ representation * Calibrate the printer – The proper amount of ___ and toner

– Important for publishing and color printing * – A third-party calibration tool will help * – Bright white paper provides good color representation * – The proper amount of ink and toner

Grinding noises * Never a good sound from your printer – The ink is already ___ * Something is not operating properly – Paper jam - Carriage is ___ or jammed * Each printer has a different process – Check the ___ for removing paper jams – Some inkjet printers have a particular ___ * May require additional maintenance – Or ___ the printer

– The ink is already manufactured * – Paper jam - Carriage is stalled or jammed * – Check the manuals for removing paper jams – Some inkjet printers have a particular process * – Or replace the printer

Finishing issues * Finishing happens after the ink or toner has been applied – Collate, binding, etc. * Staple jams – Larger printers will ___ and staple groups of papers – Each printer manufacturer has a different r___ process * Incorrect hole punch location – Verify with the ____ driver – May require a driver u___

– Collate, binding, etc. * – Larger printers will collate and staple groups of papers – Each printer manufacturer has a different removal process * – Verify with the printer driver – May require a driver update

Incorrect page orientation * Print a portrait page - Get a landscape print * Check the settings when printing – Controlled by the print ___ – May require a driver ___ * The printer also has a default setting – Check the settings on the printer ___

– Controlled by the print driver – May require a driver update * – Check the settings on the printer console

No network connectivity * Do you have a link light? – Is it ___ in? * Ping loopback (127.0.0.1) – Is the protocol s___ working? – Availability and intermittent ___ * Ping local IP address – Checks local c___, adapter, and link signal * Ping default gateway – Connectivity on the local n___ * Ping devices on router’s other side – 8.8.8.8 or 9.9.9.9

– Is it plugged in? * – Is the protocol stack working? – Availability and intermittent connectivity * – Checks local configuration, adapter, and link signal * – Connectivity on the local network * – 8.8.8.8 or 9.9.9.9

Intermittent wireless connectivity * Interference – Something else is using our f___ * Signal strength – Transmitting ___, transmitting antenna, receiving antenna, etc. * Incorrect channel – Usually a___; look for manual t___ * Bounce and latency – _path interference; flat surfaces * Incorrect access point placement – Locate close to the u__

– Something else is using our frequency * – Transmitting signal, transmitting antenna, receiving antenna, etc. * – Usually automatic; look for manual tuning * – Multipath interference; flat surfaces * – Locate close to the users

Wireless interference * Predictable – F__ lights – M___ ovens – Cordless ___ – ___-power sources * Unpredictable – Multi-___ building * Measurements – Signal to ___ ratio (SNR) – Performance Monitor

– Fluorescent lights – Microwave ovens – Cordless telephones – High-power sources * – Multi-tenant building * – Signal to noise ratio (SNR) – Performance Monitor

Signal to noise ratio (SNR) * Signal – What you want * Noise – What you don’t want – Interference from other ___and devices * You want a very large ratio – The same amount of signal to noise (1:1) would be ___

– What you want * – What you don’t want – Interference from other networks and devices * – The same amount of signal to noise (1:1) would be bad

Limited or no connectivity * Windows alert in the system tray – “Limited or No ___” – “No ____ Access” * Check the local IP address – An APIPA address will only have ___ connectivity * If DHCP address is obtained,perform the ping tests – Local gateway, remote IP address

– “Limited or No connectivity” – “No Internet Access” * – An APIPA address will only have local connectivity * – Local gateway, remote IP address

Jitter * Most real-time media is sensitive to delay – Data should arrive at regular ___ – Voice communication, live ___ * If you miss a packet, there’s no retransmission – There’s no time to “____” your phone call * Jitter is the time between frames – Excessive ___ can cause you to miss information, “choppy” voice calls

– Data should arrive at regular intervals – Voice communication, live video * – There’s no time to “rewind” your phone call * – Excessive jitter can cause you to miss information, “choppy” voice calls

Poor VoIP quality * High speed and low latency – Real-time ___ are demanding * Check the Internet connection – A ___ test can identify slow links * Verify the local networking equipment – An old ___ can cause significant problems * View the network performance – A packet ___ would be useful

– Real-time applications are demanding * – A speed test can identify slow links * – An old router can cause significant problems * – A packet capture would be useful

Latency * A delay between the request and the response – ___ time * Some latency is expected and normal – Laws of physics apply * Examine the response times at every step along the way – This may require multiple ___ tools * Packet captures can provide detailed analysis – Microsecond ___ – Get captures from ___ sides

– Waiting time * – Laws of physics apply * – This may require multiple measurement tools * – Microsecond granularity – Get captures from both sides

Port flapping * Network interface goes up and down – Over and over again * Verify the cable – Check the ___ * Move between switch interfaces – Is the flapping associated with the ___ interface or the device? * Replace bad hardware or cables – May require additional ___

– Over and over again * – Check the wiring * – Is the flapping associated with the switch interface or the device? * – May require additional purchases