General Troubleshooting Flashcards
login issues - what is the user logging into?
o Domain o PC / Workstation o Application o Internet o VPN o Mainframe
What are the six additional questions to ask to identify login issues?
Has user changed sites / accounts?
Is it a multiple or single users issue?
what operating system are you on?
When was the last time user logged in successfully?
What error message (if any) is received?
Have CAP/num locks been checked?
What are 12 things things to ask to identify a hardware issue?
• Any updates recently? (changes to computer or network)?
Has the equipment been moved lately?
• Is the equipment been damaged?
• Have you checked to make sure there is no disk in the floppy / CD drive?
• Have you tried a different mouse or keyboard or network cable?
• Have the settings on the monitor been adjusted?
• For laptop, are the lights by the network cable green and flashing?
• Make sure all network cables are connected properly.
• What color is the power light on the monitor?
• What Operating System are you on?
• Is it a multiple or single users issue?
• What error message (if any) is user getting?
