Chapter 5 Hardware and Network Troubleshooting Flashcards
The term methodology means:
a collection of systematic approaches to solving the technical problems we encounter
The 6-Step Troubleshooting Methodology is:
- Identify the problem
- Establish a theory of probable cause (question the obvious)
- Test the theory to determine the cause
- Establish a plan of action to resolve the problem and implement the solution
- Verify full system functionality and, if applicable, implement preventive measures
- Document findings, actions, and outcomes
In the Identify the problem step of troubleshooting:
question the user and identify user changes to the computer and perform backups before making further changes
Inquire regarding environmental or infrastructure changes that may have occurred
Review system application logs for clues to possible system errors
In the Establish a theory of probable cause step of troubleshooting, if necessary:
conduct external or internal research based on symptoms
In the Test the theory to determine the cause step of troubleshooting:
Once the theory is confirmed, determine the next steps to resolve the problem
If the theory is not confirmed, establish a new theory or escalate the issue
Typical causes for unexpected shutdowns include:
Dead short caused by loose screw, slot covers, or cards
CPU overheating
Power supply overheating
Power supply failure
What should you do if a dead short is caused by loose screws, slot covers, or cards?
Shut down the system and secure all metal components
What should you do if the CPU is overheating?
Check fan speed for CPU heat sink
Clean fan if it is dirty
Replace fan if it has failed or is turning too slowly
Check power management settings and CPU drivers in the OS to make sure that thermal throttling is working
What should you do if the power supply is overheating?
Check the power supply fan and clean it if possible
Replace the power supply with a higher wattage-rated unit if problem persists
What should you do if the power supply fails?
Test the power supply to verify proper operation
System lockups are typically caused by:
the corruption of memory contents
Follow these steps to diagnose system lockups:
- Shut down the system, remove and reinstall memory, and remove dust from the modules, the sockets, cooling vents, and fans
- Check the specifications for memory; the memory installed might not be the correct type for the motherboard and processor
- If memory has been overclocked, reset the memory to factory specifications by using the Auto or SPD options in the system BIOS setup
- Add additional system cooling
Overclocking is when you:
run the processor or memory at speeds faster than those recommended
Overclocking can cause:
components to overheat and the system to crash
If your system crashes after overclocking:
return the settings to the standard values and restart the system
POST code beeps are used by:
many BIOS versions to indicate either fatal or serious errors
Memory Problems; Video Problems; Processor or Motherboard Problems Beep Codes
Phoenix BIOS
1-3-4-1 or 1-3-4-3 or 1-4-1-1; None; 1-2-2-3
Memory Problems; Video Problems; Processor or Motherboard Problems Beep Codes
Award BIOS
Beeping (other than 2 long, 1 short); 2 long, 1 short; High-frequency beeps or Repeating high/low beeps
Memory Problems; Video Problems; Processor or Motherboard Problems Beep Codes
AMI BIOS
1 or 3 or 11 beeps, (1 long, 3 short beeps); 8 beeps, (1 long, 8 short beeps); 5 or 9 beeps
Memory Problems; Video Problems; Processor or Motherboard Problems Beep Codes
IBM BIOS
None; 1 long, 3 short beeps, or 1 beep; 1 long, 1 short beep
a blank screen non bootup can be caused by a variety of video configurations or cabling problems, some of which are:
If you have only one display, plugging the video cable into an inactive video port on a system
If a display with two or more inputs is not configured to use the correct cable
If a DVI or VGA cable is not tightly attached to the video port or display
If an HDMI, miniHDMI, DisplayPort, or miniDisplayPort cable is not completely plugged into the video port or display, the screen might be blank
If input cables and display input settings check out but the screen is still blank, shine a flashlight on the screen to see if any text or graphics are visible
Problems with BIOS time and setting resets are typically caused by:
problems with either the CMOS battery on the motherboard or the CMOS chip
The CMOS chip is a:
surface-mounted chip that cannot be replaced, so if it is bad, the motherboard must be replaced
The CMOS contents can be cleared by using what on the motherboard?
a jumper
Depending on the motherboard, the jumper might be labeled:
JBAT
CLRTC
CLR-CMOS
If a nonbootable drive is in the boot sequence:
the system will not start
Continuous reboots can be caused by problems with the power supply or by a Windows or other OS configuration. Some examples are:
Power Good voltage is too high or too low
Windows configuration setting for dealing with STOP errors (BSOD)
To leave a STOP error message onscreen until you decide to restart the system:
clear the Automatically Restart check box in the System Failure setting in the Startup and Recovery section of Advanced System Properties
Use a multimeter or a power supply tester to determine if:
a power supply has failed
If the power lead is plugged in to the wrong pins on the motherboard or has been disconnected from the motherboard:
the system will not start and you will not see an error message
To determine the correct pinout and installation check:
the markings on the front panel connectors, the motherboard, or the motherboard/system manual
Overheated power supplies can cause:
system failure and possible component damage
Overheated power supplies can be due to any of the following causes:
Overloading
Fan failure
Inadequate airflow outside or inside the system
Dirt and dust
An overloaded power supply is caused by:
connecting devices that draw more power (in watts) than the power supply is designed to handle
Consider upgrading the hard drive when you:
add more card-based devices to expansion slots
use more bus-powered USB and Thunderbolt devices
install more internal drives in a system
If you determine you should replace the power supply, purchase:
a unit that has a higher wattage rating and a higher +12 rating
If the fans fail what is at risk of damage?
The power supply and the entire computer
A fan that stops immediately after the power comes on usually indicates:
incorrect input voltage or a short circuit
To determine whether a fan has failed:
listen to the unit; it should make less noise if the fan has failed
If the fan blades aren’t turning or if they are turning very slowly:
the fan has failed or is too clogged with dust to operate correctly
To determine whether case fans have failed:
look at them through the front or rear of the system
or if they are connected to the motherboard, use the system monitoring feature in the system BIOS to check fan speed
The power supply’s capability to cool the system depends in part on:
free airflow space outside the system
You can do the following to improve airflow inside a computer:
Use cable ties to secure excess ribbon cable and power connectors out of the way of the fans and the power supply
Replace any missing slot covers
Make sure that case fans and CPU fans are working correctly
With the negative pressure technique:
the power supply fan works like a weak vacuum cleaner, pulling air through vents in the case, past the components, and out through the fan
When you open a system for any kind of maintenance, look for the following:
Dirt, dust, hair, and gunk clogging the case vents
A thin layer of dust on the motherboard and expansion slots
Dirt and dust on the power supply vent and fans
If using compressed air, be sure to:
spread newspapers around the system to catch the dirt and dust
If an overheating system has failed fans or empty fan bays, replace the failed fans or add new ones. To replace a fan follow these steps:
- After removing all power to the system and opening the case, locate any failed fans
- Disconnect the fan from the motherboard or the power supply
- Remove the fan from the case
- If you need to add a fan, determine the size of the fan needed and hold the fan inside the case as you attach screws to the fan from the outside
- Connect the fan to the system fan header on the motherboard
Intermittent failures of USB bus-powered devices usually happen because:
these devices draw power from the system’s power supply via the USB port
Intermittent failures of other USB external or of internal devices can be caused by:
damaged data cables
power supplies or connectors
ports
To troubleshoot device failures these problems:
- Shut down the device (and the computer, if the device is internal) and replace the data cable with a known-working replacement
- Turn on the device or computer
- Test the device over time
- If Step 1-3 didn’t resolve the problem, use the original data cable and try plugging it into a different internal or external port. Repeat Steps 2-3
- Try Steps 1-4 again, but this time use a replacement power connecter or AC adapter
- When you find the defective component, the problem stops
A fan connected directly to a power supply will run as soon as the system is turned on, but if a fan spins and a computer never displays any startup messages, this could indicate a variety of problems. Check the following:
Make sure the main ATX and 12V ATX or EPS power leads are securely connected to the appropriate sockets
Make sure the CPU and memory modules are securely installed in the appropriate sockets
Indicator lights on the front or top of most desktop computers display:
power and hard drive activity
If you can see smoke or smell a burning odor with a chemical overtone coming from the power supply’s outside vent what has happened?
Your power supply has died
or failing capacitors
When a power supply blows up like this, it can:
also destroy the motherboard, bus-powered USB devices connected to the computer, and other components
The capacitors are:
cylindrical components near the CPU socket on the motherboard or inside the power supply
Power supplies have a:
built-in safety feature that shuts down the unit immediately in case of short circuit
The following steps are designed to determine whether a power problem is caused by a short circuit or another problem:
- Smell the power supply’s outside vent
- Check the AC power to the system; a loose or disconnected power cord, a disconnected surge protector, a surge protector that has been turned off, or a dead AC wall socket will prevent a system from receiving power
- Check the AC voltage switch on the power supply; it should be set to 115V for North America. If the switch is set to 230V, turn off the power, reset the switch, and restart the system
- If the system is older and uses a PS/2 mouse or keyboard, check the connectors; a loose keyboard connector could cause a short circuit
- Turn off the system, disconnect power and open the system. Verify that the power leads are properly connected to the motherboard.
- Check for loose screws or other components, such as loose slot covers, modem speakers, or other metal items that can cause short circuit.
- Remove all expansion cards and disconnect power to all drives; restart the system and use a power supply tester or a multimeter to test power to the motherboard
- If the power tests within accepted limits with all peripherals disconnected, reinstall one card at a time and check the power
- If a defective card or drive has a dead short, reattaching the defective card or drive should stop the system immediately upon power-up
- Check the Power Good line at the power supply motherboard connector with a multimeter or a power supply tester
Capacitors are used as part of:
the voltage stepdown circuits that provide power to the processor
Examples of crash screens are
Windows STOP error (BSOD)
macOS pin wheel
Crash screens are caused by:
OS, application, or hardware errors
STOP errors (BSOD) can be caused by any of the following:
Incompatible or defective hardware or software (start the system in Safe mode and uninstall the last hardware or software installed)
Registry problems (System Restore can also be used to revert the system and registry to an earlier state)
Viruses
Miscellaneous causes (Check the Windows Event Viewer and check the System log)
The STOP error (BSOD) is listed by:
name and number
To determine the exact cause of a STOP error (BSOD):
note the number or name of the error and look it up at the Microsoft support website
The solution to STOP errors (BSOD) might involve one or more of the following changes to your system:
Changing the system registry, back the registry first!
Removing a newly added component
Replacing components such as memory
Upgrading an application
Downloading and installing a hotfix for your OS
The official name for the macOS pin wheel is:
the spinning wait cursor
the macOS pin wheel appears most often when:
an application or macOS itself has become unresponsive
The following are some causes of macOS responsive:
Lack of system RAM
Less than 10 percent free space on the macOS system drive
Damaged application (Run Disk Utility using the Verify Disk Permissions option)
The following are some solutions for macOS unresponsiveness:
Use the Force Quit command to terminate an application that won’t respond
If a particular application causes unresponsiveness, open the ~Library/Preferences folder, find the .plist file for the app, and drag it to the trash
Use Activity Monitor to view CPU, memory, energy, disk, and networking performance stats
Upgrade to the latest macOS version and keep it updated
A forced restart is performed by pressing and holding the Cmd+Ctrl buttons while pressing the power button
Logs on a device are:
records kept to track the history of what has happened on the device
Logs on a device record:
the tasks the computer has performed
the people who have logged in or out
the applications opened, and so on
To access logs and error messages, go to:
Control Panel> Administrative Tools> Event Viewer
To diagnose problems with motherboards, RAM, CPUs, and power, use the following tools:
Multimeter
Power supply tester
Loopback plugs
POST card/USB
Multimeters are designed to perform many different types of electrical tests, including the following:
DC voltage and polarity
AC voltage and polarity
Resistance (ohms)
Diodes
Continuity
Amperage
Digital multimeters are using:
autoranging, which means they automatically adjust to the correct range for the test selected and the voltage present
Analog multimeters must be set:
manually to the correct range and can be damaged more easily by overvoltage
Multimeter setting; Probe Positions; Procedure
AC voltage (Wall outlet)
AC; Red to hot, black to ground; Read voltage from meter, should be near 110V-120V in North America
Multimeter setting; Probe Positions; Procedure
DC voltage (power supply outputs to motherboard, drives, batteries)
DC; Red to hot, black to ground; Read voltage from meter, compare to default values
Multimeter setting; Probe Positions; Procedure
Continuity (cables, fuses)
CONT; Red to lead at one end of able, Black to corresponding lead at other end; No CONT signal indicates bad cable or bad fuse
Multimeter setting; Probe Positions; Procedure
Resistance (ohms)
Ohms; Connect one lead to each end of resistor; Check reading, compare rating for resistor
Multimeter setting; Probe Positions; Procedure
Amperage (ammeter)
Ammeter; Red probe to positive lead of circuit, black lead to negative lead running through component to be tested; Check reading, compare to rating for component tested
Both 20-pin and 24-pin (ATX) power connector are designed to:
be back-probed, so you can run the red probe through the top of the power connector to take a reading
You can use a power supply tester to determine:
if a power supply is working. (the power supply does not need to be removed from the computer for testing, but needs to be plugged into a working AC outlet or surge suppressor)
There are two types of power supply testers:
a simple go/no-go tester (if there is power on the power supply a green LED turns on)
one that has its own power switch and checks the major voltage levels, when you turn it on
Read/write failures can take place for a number of reasons, including the following:
Physical damage to the drive
Damaged cables
Damaged SATA host adapter on motherboard
Overheated hard disk
Overheated CPU or chipset
To prevent overheating of the hard disk:
install a cooling fan in front of the 3.5-inch drive bays used for a hard disk(s) and make sure it pulls air into the PC
To improve slow performance with SATA hard disks, look for these problems:
Reduced-performance with SATA hard disks, look for these problems
Using a 3Gbps cable with a 6Gbps drive and host adapter
SATA host adapter configured for IDE or emulation mode
SATA host adapter configured to run at reduced speed
To improve slow performance with SSDs, look for the following issues:
Connecting the drive to a slow SATA host adapter
The partition may be misaligned
The TRIM command is not enabled for the drive
Not optimizing the OS for use with SSDs
Misaligned partitions cause:
slow read/write/reallocate performance
Loud noises coming from a drive can have at least two causes:
A loud clicking noise is typically caused by repeated rereads of defective disk surfaces by the hard disk drive heads (Replace the hard disk immediately after making a backup copy)
Humming noises can be caused by rapid head movement on a normally functioning hard disk
The boot drive is almost always:
the primary hard drive
Failure to boot can be caused by the following reasons:
Boot sequence does not specify system hard disk, or lists system hard disk after other drives with nonbootable media
CMOS settings have been corrupted and system cannot find a bootable drive
The boot configuration data (BCD) store used by Windows to control disk booting has been corrupted
A drive not recognized issues can involve problems with cabling, power, BIOS settings, or hard disk failure. If the hard disk is running, check the following:
Bus-powered USB hard disk not recognized
USB or Thunderbolt drive not recognized
SATA Hard Disk or SSD drive not recognized
An OS not found error during boot can be caused by:
Nonbootable disk in USB Drive
Boot sequence doesn’t list hard disk
Incorrect installation of another operating system
RAID not found problems can result from the following:
RAID function disabled in system BIOS (Reconfigure SATA ports used for RAID as RAID and restart the system)
Power or data cables to RAID drives disconnected (Reconnect cables to RAID drive(s) and restart the system
If RAID function is disabled in system BIOS do this:
Reconfigure SATA ports used for RAID as RAID and restart the system
If the Power or data cables to RAID drives are disconnected do this:
Reconnect cables to RAID drive(s) and restart the system
A RAID failure is caused by:
the failure of one or more of the disk dives in the RAID array
Take the following steps if a single drive failure occurs for RAID 0:
Determine which drive has failed
Replace it and follow the vendor’s recommendations to re-create the array
Restore the latest backup
Any data that has not been backed up is lost
Take the following steps if a single drive failure occurs for RAID 1, 5, 10:
Determine which drive has failed
Replace it
Follow the procedures provided by the RAID vendor to rebuild the array
If both drives have failed in a RAID 0 or 1 array, you must:
rebuild the array with new drives and restore the latest back
If two or more drives have failed in RAID 5 or 10 array see:
the RAID vendor’s procedures for details and recovery options
Both Serial ATA (SATA) hard disks and older Parallel ATA (PATA or ATA/IDE) hard disks support:
a detect-warning feature known as Self-Monitoring, Analysis, and Reporting Technology (SMART)
S.M.A.R.T monitors:
internal hard disks and warns of impending failure
Items typically monitors by S.M.A.R.T. include:
Drive temperature
Read retries
Slow spin up
Too many bad sectors
Typical S.M.A.R.T. warnings include:
Hard disk failure is imminent
A hard drive in your system reports that it may fail
Smart failure imminent, back up your data
What should you do when S.M.A.R.T. errors are displayed?
back up the system immediately
Under normal operating conditions, you should test your hard disks every:
month
and on a portable or laptop hard disk twice a month because these drives are in greater danger of being physically damaged or overheating
A Windows system starts in VGA mode if:
low-resolution mode or Safe mode has been selected at startup or if the correct drivers are not available
Check the following when a Windows system starts in VGA mode:
Make sure correct chipset (motherboard/system) drivers have been installed
If the system is being upgraded from integrated graphics to a separate video card, be sure to install the new drivers after the card is installed
If the system is being upgraded by replacing an existing video card with a new video card with a different manufacturer’s chipset, be sure to uninstall the current video card drivers and support apps from Device Manager and Programs and Features
Wit a laptop or tablet, the most likely cause for no image on the built-in screen is:
a failure of the LCD-CCFL, LCD-LED, or OLED display, particularly if there is not external display plugged in
If an external display for a desktop computer has no image on the screen when it is the only display, check:
power, display cables, and the input setting on the display
If the cables and input settings check out when an external display has no image, use:
a flashlight to determine if there is any image onscreen
When the display for a projector isn’t working:
check the lens cap or shutter and make sure it is open
check the image source selection
check power and video cables
Projectors shut down when they overheat. To avoid overheat shutdown, check the following:
Clean or replace filters when recommended
Make sure the projector has adequate ventilation
Check air intakes and exhaust ports for dust and dirt and clean as necessary
Use lower brightness setting on projectors to reduce heat
Be sure to allow the projector to cool down completely before removing it from power
A video card (GPU) that overheats will:
usually display screen artifacts before shutting down
Dead pixels typically result from:
manufacturing defects in an LCD screen
Some “dead” pixels are actually:
stuck on (bright) or off (dark)
There are a variety of ways to solve this problem, including the following:
Navigate to the JScreenFix website and start the pixel fixer app
Gently massage the struck pixel with a stylus or another object with a blunt narrow end
For Windows systems, download and run the UDPixel utility
Display or screen artifacts are:
distorted shapes
colors
pixelated images
scrambles text
lines through an image
Display or screen artifacts can be caused by:
an overheated GPU or projector
overcompressed graphics
overcompressed video
low-resolution video
image enlarged to a higher-resolution display
To solve overheating problems with a GPU (video card):
check the card’s cooling fan
check the CPU heat sink/fan with CPU-integrated video
Disable overclocking and return the card/system to normal clock speeds
Incorrect color patterns on a projector can have several causes, so try the following:
Check the signal type in the projector menu and change it if incorrect.
If one LCD panel (red, green, or blue) is failing in an LCD projector, replace the panel
On a DLP projector, check the LED light sources (red, green, or blue) or dichroic mirrors
Clean the projector LCD panels if odd-colored specks are visible
If a laptop has been services or upgraded, the LCD ribbon connector to the motherboard might have been damaged
Check a VGA cable for bent or broken pins
A dim image can be caused by:
settings issues or by equipment failure
Check the following if you have a dim image:
Check the screen brightness control on a display or projector
If a display management program is being run, check its settings
Check the following if you have a dim image on a laptop, tablet, or mobile device:
the built-in screen brightness setting
Check the following if you have a dim image on a projector:
the projector bulb
Check the following if you have a dim image on a device that use a CCFL backlight:
the inverter
A flickering image on displays using an LCD-CCFL backlight can be caused by:
a failing inverter or a failing backlight
A flickering image on any type of LCD display (CCFL or LED backlight) can be caused by:
loose internal cables
A flickering image on desktop computers can be caused by:
the power connectors connector to the PCI card and the power supply itself
A distorted image can have several causes, including the following:
image tearing or distortion in 3d games
distortion with DisplayPort connections due to the DisplayPort cables
Distorted geometry can be caused by:
a projector lens being tilted upward or downward toward the screen, keystoning
If a projector is not a 90-degree angle to the projection screen, the image will be larger on one side than the other
parts of the picture might also be out of focus due to the projector being tilted or is not at a 90-degree angle
a curved screen
using the zoom option to fill the screen can distort the edges of the image
Burn-in is:
the persistent display of a “ghost” image onscreen that was displayed previously
With LCD displays, burn-in is usually caused by:
stuck pixels
Some potential solutions to burn-in are:
programs that run constantly changing patterns across the area
creating an all-white image using a graphics program
To avoid either temporary or permanent image persistence for Plasma displays, try the following:
advise periodically switching to full-screen (zoomed) mode to avoid black bar persistence on the sides of the image
Use the screen clean option available on some plasma HDTVs
Oversized images and icons in Windows can be caused by:
booting in Limited-resolution (VGA) mode
On a laptop, no display can be caused by:
the failure of the LCD inverter or black light
a damaged cable leading to or from an LCD inverter
the failure of the LED control board
the failure of the display panel
the failure of the onboard display circuit
the laptop being toggled to use an external display only with an Function key
On any device, the first step in dealing with a dim display is to:
check the brightness settings and charge level
If a laptop has a dim display not caused by user settings, the most likely cause is:
the failure of the fluorescent backlight inverter
If a smartphone or tablet has a dim display not caused by user settings try performing:
a hard reset
If the display dims after the device has been turned on for several minute and left unattended, the most typical cause is a:
power management setting
On a laptop with an LCD-CCFL backlight, a flickering display is almost always caused by:
a dying backlight.
On an Android smartphone, there are some troubleshooting steps to try before deciding to reset the device to factory defaults:
- Restart the device
- See if an app is causing the problem
- Turn off Developer Options (if running) by choosing Home> Settings> More> Developer Option and turning off the options
- Test the affected part of your screen
On an iPhone, the flickering is usually caused by:
dropped frames during graphically intense calculations.
To fix an iPhone screen flickering follow these steps:
- Choose Settings> General> Accessibility> Increase Contrast> Reduce Transparency
- Turn on Reduced Transparency
To help improve WiFi reception on a laptop or two-in-one device:
change the angle of the device’s screen as these units have their antennas in the screen
To fix battery not charging issues on a table or smartphone:
Make sure the charger is rated for the tablet or smartphone
Check the charging port on the device
If the charger has a toggle, choose the correct setting for your device
If you use a USB port on a laptop or desktop computer, enable USB fast charging if it is available on the computer and be sure to use that port
You can’t charge a smartphone from an unpowered USB hub; it has only 100mA available per port
Ordinary USB ports cannot charge a device when the computer is asleep
What is the minimum amperage to charge a smartphone?
500mA
What is the minimum amperage to charge a tablet?
2.1A
On a laptop, if the system works when plugged into AC power but not on battery power, check the following:
Make sure the battery is installed properly
Wipe off any corrosion or dirt on the battery and laptop battery contacts
Determine whether the battery can hold a charge
If the battery is hot after being charged or has a warped exterior, replace it
A ghost cursor is usually caused by:
mouse movement too fast for the screen refresh rate
Pointer drift can be caused by:
accidentally swiping or pressing on the device’s touchpad or by a problem with the device’s integrated pointing stick
If a laptop has no power when plugged into an AC outlet, try the following:
verify the battery is not the problem. Remove it.
Make sure the laptop is plugged in to a working AC outlet
Make sure the AC power cord running from the AC outlet to the external AC adapter “power brick” is plugged in completely to the outlet and the adapter
use a voltmeter or multimeter set to DC voltage to test the voltage coming from the adapter and compare it to the nominal output values marked on the adapter
If there is no WiFi connection indication, open:
the Device Manager and check the Network Adapters category
If the WiFi adapter cannot be located by Device Manager:
shut down the system, disconnect it from all power sources, and open the access panel to the WiFi card
Here’s how to diagnose problems with no Bluetooth connectivity:
- If there is no connection, press the button or Fn key combination to enable the connection
- If the connection fails, verify that a Bluetooth adapter is installed and enabled
- If the Bluetooth adapter is installed, use the Bluetooth configuration utility provided by the computer vendor to set up the adapter to connect to other devices
- If the adapter is already set up to connect to other devices, check the Bluetooth settings on those devices
If the system cannot display to an external monitor:
Check the cabling between the computer and external display
Make sure the display is set to the correct input
Try a different display to determine if the problem is the mobile device or the external monitor
The most common reason for a touchscreen non-responsive problem:
is dust, dirt, and grease on the surface
To determine if the touchscreen has failed:
try a stylus made for the touchscreen
To solve problems with apps not loading, check the following:
Check available storage space (uninstall apps if you need more space)
If you have adequate free storage space, the device might not have enough free RAM (close some apps)
For a web-enabled app, make sure the device has a good Internet connection
To fix slow performance:
Remove the case and close apps to help cool an overheating unit
Check the power management settings. If a laptop is plugged into AC power, I recommend using the High Performance power setting in Windows
Close apps that are running but not in use
Don’t charge the phone while running a bunch of apps
S/MIME is:
a protocol supported by Apple and Outlook that lets users obtain a digital certificate that will verify the identity of the recipient
Missing or out-of-date security certificates on devices can cause:
problems with decrypting email
Various factors can cause extremely short battery life. Check the following:
Don’t overcharge a device’s battery
For best results, don’t wait until a device is almost out of power to charge it
Adjust screen brightness to the lower level that is comfortable to use
On iOS devices, turn off background app refresh
Upgrade to the latest OS or OS updates available for you device
Use a phone battery helper app to manage charging but don’t run other apps while the device is charging
Close apps from the iOS App Switcher
Shut down an iOS device weekly with the slider switch
On devices that use AMOLED displays, switch to black wallpaper (theme) to save power
Extreme cold can quickly sap a device’s battery, so be sure the user takes in climate considerations and keeps the device as warm as possible in cold climate use
Mobile device overheating can have serval causes. Try the following:
On a laptop, make sure the intake and exhaust fan ports aren’t being blocked during use
Adjust power settings, especially when on battery power
Make sure CPU power management drivers are installed
On a tablet or smartphone, shut down unnecessary apps and keep in mind that HD video playback can stress the processor
A frozen system is usually caused by:
a malfunctioning app
No sound from speakers can have several causes:
With wired speakers, keep in mind that the case might prevent 3.5 mm minijack connector from making a good connection
With Bluetooth speakers, make sure Bluetooth is turned on
Check the volume or mute controls on the mobile device
A swollen battery is most likely due to:
overcharging
There are many ways to organize parts:
Use a plastic divided-compartment lidded tray from a hardware store to keep screws and bolts organized
Place static-sensitive materials (CPU, RAM, etc.) in antistatic bags
Use antistatic bubble wrap for larger components, such as motherboards
Use boxes to protect case and trim components
Before you start to disassemble a device, make sure you have the information need to refer to manufacturer resources:
Get the manufacturer’s service manual, if it is available
For the easiest time in searching, check the underside of a laptop or table to find the actual service number or catalog number (not the marketing model number)
Long vertical streaks that repeat on each page are usually caused by:
damage to the imaging drum
Smudged print output from an inkjet printer can be caused by:
dirty printheads or paper rollers
incorrect head gap settings
incorrect resolution and media settings
Streaky output in thermal transfer printers can be caused by:
media and print head problems
Smeared output in thermal printers can be caused by:
incorrect print head energy settings
a print speed that is too high
using a 90-degree or 270-degree orientation
Streaky output in dot-matrix impact printers is usually caused by:
a dried-out ribbon
If you see smudges only when printing on heavy paper stock, card stock, labels, or envelopes for an inkjet printer::
check the head gap setting
use the default setting for paper up to 24-pound rating
use the wider gap for labels, card stock, and envelopes
If the laser is printing even but faded:
the printer might be set for an economy mode or a similar mode that uses less toner
If the inkjet has faded printing:
the print nozzles might be clogged, or some colors may be out of ink
If a thermal printer has faded printing it can be a result from:
installing a thermal transfer ribbon backward
The printers to know are:
Laser printers
Inkjet printers
Thermal printers
Impact printers
Laser printers that display ghost images of part or all of the previous page on a new printout might have problems with:
the toner cartridge
imaging drum wiper blade
fusing unit
Fuser results in:
toner not fused to the paper
Creased paper is usually caused by:
incorrect adjustment of the paper guides for feeding pages
With an inkjet, laser, or impact printer running single-sheet paper, check:
the paper’s positioning in the paper tray. If there a no paper jams, the pickup rollers might be worn out
With a printer that uses continuous-feed paper (impact or thermal) check:
the tension of the feeder rollers or the position and operation of the tractor-feed mechanism
Paper jams can be caused by:
incorrect paper-loading procedures, an overloaded input tray, or use of paper or card stock that is thicker than the recommended type for the printer
A loose printer or network cable can cause:
connectivity issues
If the printer has an integrated network connection or connects to a print-sharing device on the network, and is has no connection check:
the network settings on the printer or device
If the printer uses wireless networking and has no connection, check:
the settings for SSID or ad hoc networking
Garbled characters on paper can occur for many reasons. One reason is:
If the driver files are corrupted or incorrect printer driver has been selected for a printer
Vertical lines on pages printed with a laser printer can be caused by:
debris stuck to the imaging drum
surface damage to the imaging drum
dirty components in the printer
To determine which component is the cause for vertical lines:
compare the distance between marks on the paper with the circumference of each component
Vertical lines on a page printed with an inkjet printer are usually caused by:
ink on a feed roller
Vertical lines on a page printed with a thermal printer are usually caused by:
a dirty heating element or by the failure of part of the heating element
Print jobs are sent to:
the print queue, but a backed-up print queue fills up until the print jobs are dealt with
To access the print queue:
open the Printer icon in the notification area
or go to Printers or Devices and Printers and open the printer icon
To release print jobs stored in the queue in offline mode after the printer available, use one of these methods:
Open the print queue
Open the Printer menu
Click the Use Printer Offline toggle
You might need to clear a print queue for a variety of reasons:
The wrong options are selected for the installed paper
Gibberish printing occurs because of a problem with a printer driver, cable, or port
You decide not to print the queued couments
You can clear selected print jobs or all print jobs in a queue. To discard a print job in the print queue, follow these steps:
- Open the print queue
- Right-click the print job you want to discard
- Select Cancel Print. The print job is discarded
To discard all print jobs in the queue, follow these steps:
- Open the print queue
- Right-click Printer
- Click Cancel All Documents to discard all print jobs
What should you do if you send a laser printer a page that requires more memory than the laser printer contains, the printer displays low memory errors?
You must manually eject the page
If the page requires an amount of memory close to the maximum in the laser printer, most laser printers:
have techniques for compressing the data going to the printer
Printer compressing can:
slow down the print process
You can try three options if the pages you need to print require too much memory:
Reduce the resolution of the print job
Eliminate or reduce the size of graphics on the page
Convert color photos to black-and-white photos before placing them in a desktop publishing document or printing them directly from the file
If you get an Access Denied message when trying to print to a network printer, make sure:
you account has been granted access to the printer or to the computer hosting the networked printer
If a printer will not print:
Check that the correct printer is selected
If a laser printer produces a blank page immediately after the toner cartridge has been changed, remove the toner cartridge and make sure the tape that holds the toner in place has been removed; without toner, the printer can’t print
If the printer produces a blank page after printing thousands of pages, the toner is probably exhausted
If you send a print job to a printer that has specified hours of activity, the print job will not be released to the printer until the printer is ready for it
If you set up a printer manually and the wrong printer port is specified, the printer won’t print
Check the cable connecting the printer to the device (USB) or network (Ethernet)
To print from a mobile device, install the print app for the printer brand/model from the device’s app store
If a printer uses the wrong colors for color prints, the most likely cause on a color inkjet printer is:
a clogged printhead
For Epson inkjet printers on Windows systems, use the Maintenance tab of the printing preferences sheet to:
check ink levels
clean and align print heads
check nozzles for clogs
The unable to install printer issue is caused by:
not having sufficient privileges; you need administrator (elevated) access to uninstall a printer
If you are installing a printer in Windows, provide:
the administrator password when prompted by User Account Control
If you are installing a printer in Linux, get:
root access with sudo and provide a password when prompted
Printers with LCD or LED panels display:
error codes or error messages for diagnosis of problems such as paper jams, low ink, or low toner
If a printer is printing blank pages, check the following:
If a new toner cartridge has just been installed in a laser printer, make sure the tape was removed from the toner cartridge
The printer might be feeding two or more sheets at a time
If the printer is networked, check the network print server configuration
With some printers, you start a print job that uses the rear paper slot before you insert paper
Printers cannot print:
RAW-format files but can print JPEG files
a print job on a network can be:
tracked in the print services section of the Event Viewer
For no connectivity errors:
Check the power supply going to the hub, switch, wireless access point, or router. Reset the device
Isolate the problem
If the uplink port appears to be connected properly, check the cable
An APIPA/link local address is assigned to:
a computer if the DHCP server cannot be reached
To diagnose connection problems with Windows 7:
open the Network and Sharing Center and click the red X in the internet Connection dialog to launch the Internet troubleshooter.
Use the trouble shooter and follow its recommendations
To diagnose connection problems with Windows 8/8.1:
use Search to locate and start the Internet troubleshooter
Use the troubleshooter and follow its recommendations
To diagnose connection problems with Windows 10:
click the network icon in the taskbar to open the Network Status window
If not connected, a “troubleshoot” button appears
Click it to start the Internet troubleshooter
Use the troubleshooter and follow its recommendations
For connection problems with any OS:
turn off the broadband modem or access device, wait about a minute and then turn it back on. Do the same to the router, If this doesn’t solve it, contact the ISP as the problem might be on the ISP network
If only one device is not connecting for a wireless network:
disconnect from the wireless network and reconnect it
If only one device is not connecting for a wired network:
restart the computer
Intermittent connectivity can be caused by:
Dead spots (poor signal) on a wireless network
Too many networks using the same channel
EMI or RFI interference with the wired network
Defective network cable, such as cracked outer jacket or broken locking tab
Problems with the ISP’s Internet service
How can you solve Dead spots (poor signal) on a wireless network?
Relocate the wireless router
How can you solve Too many networks using the same channel?
Use a wireless network scanning device or app to see local wireless networks and their channels. Reconfigure the network to use a channel with less traffic
How can you solve EMI or RFI interference with the wired network?
alarm systems, elevators, fluorescent lights, and motors can interfere with networks running UTP.
Switch to STP cable or relocate cables away from interference
How can you solve Defective network cable, such as cracked outer jacket or broken locking tab?
Replace the cable
How can you solve Problems with the ISP’s Internet service?
Contact the ISP after troubleshooting the local network if the problem persists
An IP conflict results if:
two devices on a network have the same IP address
An IP conflict commonly occurs when:
a DHCP server assigns an address that has already been assigned manually to a device on the network
when an administrator mistakenly assign an address that is already in use
Configure devices with manual IP addresses to:
use a different range of addresses than those used by the DHCP server
Significant drops in network performance and slow transfer speeds can be traced to a variety of causes, including:
Damage to cables, connectors, hubs, switches, and routers
Connecting high-speed NICs to low-speed switches
RFI/EMI interference with wireless networks
A low RF signal on a wireless network can be caused by:
Interference from other wireless networks
Concrete on masonry walls in
Improper antenna positioning on the router or NICs with adjustable antennas
The router or NICs do not support MU-MOMO antennas
If the SSID is configured not to broadcast it name, users can:
still connect to it
When an SSID is listed as a hidden network in the list of wireless networks in Windows, users must:
supply the SSID as well as an encryption key to make the connection
If an SSID not found is displayed:
reboot the router
If rebooting the router does not help, open:
its configuration web page from your router and verify that it is configured as a router. Change and save the configuration and then try the connection again
