5.2 Given a scenario, apply the best practice methodology to resolve problems

Question 1

• 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 differ, check your documentation
• Don’t bother memorizing the beep codes
  –They’re all different between manufacturers
  –Know what to do when you hear them

Answer 1

POST (Power On Self Test)

Question 2

(blue screen of death [BSOD]/

Answer 2

• Windows Stop Error or Blue Screen of Death
• Contains important information
  –Also written to event log
• Useful when tracking down problems
  –Sometimes more useful for manufacturer support

Question 3

Pinwheel

Answer 3

Pertains usually to apple users. Multicolored pinwheel mouse pointer that signifies a temporary delay while the system “thinks”.

• Many possible reasons
  –Application bug
  –Bad hardware
  –Slow paging to disk
• Restart the computer
  –There may be details in the console logs

Question 4

Black Screen

Answer 4

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

Question 5

No power

Answer 5

Check the power cord and if its plugged into a power strip or UPS. Try replacing power supply with a known good unit to see if power supply failed.

Question 6

Sluggish performance

Answer 6

Malware consumes resources and may cause this. A full system drive can cause slow performance. Drive fragmentations will slow performance. Insufficient RAM can cause slow performance. Overheating will cause the system to slow. Drivers or software may be outdated. Software may be pirated.

Question 7

Overheating

Answer 7

• Heat generation
  –CPUs, video adapters, memory
• Cooling systems
  –Fans and airflow
  –Heat sinks
  –Clean and clear
• Verify with monitoring software
  –Built into the BIOS
  –Try HWMonitor
  –http://www.cpuid.com/

Question 8

Burning smell

Answer 8

• Electrical problems
  –The smoke makes everything work
• Always disconnect power
  –There should never be a burned odor
• Locate bad components
  –Even after the system has cooled down
  –Replace all damaged components

Question 9

Intermittent shutdown

Answer 9

• No warning, black screen
  –May have some details in your Event Viewer
• Heat-related issue
  –High CPU or graphics, gaming
  –Check all fans and heat sinks
  –BIOS may show fan status and temperatures
• Failing hardware
  –Has anything changed?
  –Check Device Manager, run diagnostics
• Could be anything
  –Eliminate what’s working

Question 10

Application crashes

Answer 10

• Application stops working
  –May provide an error message
  –May just disappear
• Check the Event Log
  –Often includes useful reconnaissance
• Check the Reliability Monitor
  –A history of application problems
  –Checks for resolutions
• Reinstall the application
  –Contact application support

Question 11

Grinding noise

Answer 11

Computers should hum not grind. Can be caused by blades on the fan hitting each other. Can be symptom of failure in hard drive components.

Question 12

Capacitor swelling

Answer 12

Swollen or distended capacitor indicates capacitor is in bad health. Caused by gassing of the eletrolyte. Read book and notes.

Question 13

Inaccurate system date/time

Answer 13

• Bad motherboard battery
  –Often a “button” style battery
• 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 jumper