Troubleshooting (All) Flashcards
Hardware: Unexpected Shutdowns
Could be caused by overclocking, buggy applications, overheating, power outage/surge.
If overclocking, clear CMOS jumper.
Hardware: System Lockups
System lockups & page faults can indicate bad RAM.
Run Windows Memory Diagnostic.
Could be cause by overclocking (clear CMOS jumper).
Hardware: POST Code Beeps
Beep codes vary per manufacturer (check mobo manual).
Example (Don’t need to memorize):
Bad/missing video (long, short, short)
Bad/missing RAM (single beep repeated)
CPU alarm/heat limit (series of short beeps)
Hardware: Blank Screen on Bootup
Make sure everything is plugged in and turned on.
If within 30 days of purchase, could be burn-in failure.
One of components may be fried/damaged.
(Mobo, CPU, RAM)
Incorrect RAM module/seating
Hardware: BIOS Time/Settings Resets
Indication that CMOS battery is dying.
Replace! (CR2032)
Hardware: Attempts to boot to incorrect device
Open BIOS/UEFI system setup utility.
Go to boot order and switch primary boot device/boot order.
Hardware: Continuous Reboots
RAM problem: run Windows Memory Diagnostic.
Could also be a symptom of overheating.
Hardware: No Power
Make sure all power connectors are correctly plugged in.
PSU: Check power switch is on. Check proper voltage setting. Could be bad PSU/power button/inverter
Faulty outlet, bad power cable.
Disconnect third-party hardware.
Bad motherboard or bad components
(CPU, GPU, RAM, Sound card, Hard drive, optical drive)
Hardware: Overheating
Too much thermal paste on CPU.
Not enough thermal paste on CPU.
Failure to connect fan power/CPU fan.
Other: Too much dust or animal hair. (Use compressed air)
Lack of air conditioning in location.
Hardware: Loud Noise
Blown motherboard capacitor.
Blown PSU fuse.
Search for burnt smell in case.
Hardware: Intermittent Device Failure
Indication of dying PSU > Replace (likely)
Indication of bad RAM > Replace
Others: Buggy applications, buggy hardware, electrical interference
Hardware: Fans spin, no power to other devices
Disconnect external hardware.
Reseat RAM
Bad motherboard capacitors (check for yellow/amber light)
Change power outlet
Potentially bad PSU
Check/remove peripherals (they can cause this too)
Hardware: Indicator Lights
Yellow/amber light on motherboard: bad motherboard
No indicator light: bad PSU or motherboard
Hardware: Smoke
Turn off & unplug everything immediately.
Use Class C fire extinguisher if necessary.
Look for burning smell to identify source.
Hardware: Burning Smell
Could be fried CPU
Could be bad PSU (blown fuse)
Could be blown motherboard capacitor
Look for smell to identify the component.
Hardware: Proprietary Crash Screens
NMI (Non-maskable interrupt) - CPU can’t ignore
Search for burnt smell in case
Could be bad RAM (run windows memory diagnostic)
Could be fried CPU (short circuit)
Damaged motherboard
Faulty component.
Buggy driver, application, or OS corruption.
PSU problems
Hardware: Distended Capacitors
Poorly manufactured capacitors (bulging capacitors)
Usually occurs within first 30 days of use
AKA: Burn-in failure (motherboard)
ESD shock to system
Must replace motherboard
Hardware: Log Entries & Error Messages
POST error message (potentially bad RAM)
- Could be faulty SPD chip
Hexadecimal digit error: page fault
Write down the address
Not necessarily RAM problem, but memory error
POST text errors: should indicate specific issue
Storage: Read/Write Failure
Indication of dying hard drive.
Back up data immediately (if possible)
Must replace hard drive
Storage: Slow Performance
Failure of drive in RAID array
Storage: Loud Clicking Noise
Drive is about to die.
Other indications:
Continuous high-pitched squeal
Continuous grinding/rumbling
Storage: Failure to boot
Double check boot order in system setup
Could indicate dying/dead drive.
You may get read/write failures, drive noise, or drives disappear.
Storage: Drive not recognized
Make sure drives are powered & have proper connections.
Make sure drives are properly formatted/partitioned.
Storage: OS Not Found
Indication of failed drive in RAID array (especially RAID 0)
Could be corrupted hard drive data.
Run error checking utility.
Storage: RAID Not Found
Implies a series of errors where an existing RAID array suddenly fails to appear.
Properly functioning RAID arrays will always show up in config.
Array is gone, still see drives: controller may have broken array (rare)
Array is gone: Dead drives or faulty controllers need replacement.
Storage: RAID Stops Working
RAID 0: Dramatic effect (likely BSoD) or OS not found
All data is lost.
Other RAID types: Nothing extraordinary.
RAID controller or Windows will indicate drive failure.
Slow performance
Potential system crashes
Storage: Proprietary Crash Screens
Failed drive in RAID array
Drive lost in RAID 0
Low disk space
Storage: SMART Errors
Can help to indicate bad clusters.
Most modern drives have extra blocks to replace bad ones.
Usually warns of hard disk soon to break down.
Immediately backup accessible data.
Display: VGA/SVGA Mode
Modern computers will go to SVGA mode (not VGA)
Indicates buggy/corrupted driver.
Reboot to safe mode & roll back or delete driver.
Download latest driver & reinstall.
Advanced GPU drivers show up as programs.
Display: No Image on Screen
Indicates buggy/corrupted driver.
Reboot into safe mode & roll back or delete driver.
Download latest driver & reinstall
Display: Overheat Shutdown
Could be caused by excessive heat inside case.
PC will come back up and shut down again.
Make sure nothing is too close to GPU
Use compressed air to get dust/debris out.
Display: Bizarre Screen Outputs
GPUs rarely go bad themselves.
Usually RAM or fans that go bad.
Indicates bad RAM or fans in GPU.
Display: Dead Pixels
Dead: pixel never lights up Lit: pixel is always pure white Stuck: pixel is stuck on certain color Check warranty Try pixel repair software Set desktop bg to black and try tapping pixel
Often incurable
Display: Artifacts
Often caused by a projector bulb near the end of life or it’s defective. You should attempt to replace the bulb to see if this resolves the issue.
Excessive heat inside case
Make sure nothing is too close to video card
Could be symptom of overheat shutdown
Display: Incorrect Color Patterns
Corrupted GPU driver
Reboot in safe mode & roll back or delete driver.
Reinstall driver
Display: Dim Image
Dead or dying backlight (especially if on top/bottom half).
Make sure to adjust contrast first.
Display: Flickering Image
Cheap panel with too much light bleed from backlight.
Dying CCFL backlight
LEDs don’t flicker
Display: Distorted Image/Distorted Geometry
Corrupted GPU driver
Reboot in safe mode & roll back or delete driver.
Reinstall driver
Display: Burn-In
Image displayed for a long time leaves a shadow/impression.
Usually temporary
If permanent: burn-in
Configure OS to turn off idle displays
Protect display with animated screensaver
Display: Oversized Images/Icons
If resolution is already native, do not change.
Go into display settings & change screen element size.
Mobile: No Display
Make sure display is turned on
FN key toggle
Display settings
Mobile: Dim Display
Lost an inverter (CCFL)
Inverter will make noise
LED?: Low battery
Mobile: Flickering Display
Crank up the brightness
If that doesn’t work, replace device
Mobile: Sticking Keys
Key switch may be knocked out of place (check for displacement)
Look up steps for detaching & reattaching keys on specific device
Otherwise find generic instructions
Mobile: Intermittent Wireless
Airplane mode?
Wireless On/Off toggle
Out of signal range or edge of signal range
Mobile: Battery not Charging
AC adapter isn’t working
Or battery is fried
Replace with known-good battery
Mobile: Ghost Cursor
Aging display or improperly configured refresh rate
Mobile: Pointer Drift
Restart computer
If still happening, broken touchpad: replace
Mobile: No Power
Verify AC power by plugging a different device into the wall outlet
No LEDs light up, and wall outlet is good = Replace adapter
Faulty peripherals can also prevent the laptop from powering up.
Mobile: No Wireless Connectivity
Wireless toggle on/off (hardware & software)
Check for airplane mode
Out of signal range
Using cellular data?
May have exceeded monthly data limit
AKA: data transmission over limit
Congestion: too many wireless devices on same frequency range
Mobile: No Bluetooth Connectivity
Bluetooth toggle on/off
Check for airplane mode
Make sure both devices are properly configured/paired
Mobile: Cannot Display to External Monitor
FN key toggle
Check monitor input setting/channel
Check for correct adapter
HDMI not working?
May need to reset one or both devices to give HDMI time to set connections
Control Panel > Display > Mirror/Extend to second monitor
Mobile: Touch Screen Non-Responsive
Check screen for dirt/grease/liquids (can make sensors go haywire)
Wipe with microfiber cloth
Check for touchscreen diagnostics in BIOS settings
Calibrate/reset touch support
Mobile: Apps not Loading
App may not be compatible with device/OS Hardware requirements not met Access app log errors w/third party software Try re-installing app Soft reset Close unused apps
Mobile: Slow Performance
Close running apps Make sure storage capacity limit is not reached Or get an expansion card (SD) Soft reset RAM upgrade?
Mobile: Unable to Decrypt Email
PGP (Pretty Good Privacy)
S/MIME (Secure/Multipurpose Internet Mail Extensions)
Email client/app doesn’t support encryption standard used to encrypt message
Key: string of bits used by program to encrypt/decrypt data
With some standards, keys may need to be exchanged manually
Contact sender to exchange keys
Mobile: Extremely Short Battery Life
Close running apps
Use portable battery charger
Turn off unneeded wireless communication (including location services)
Turn down screen brightness
Battery has outlived its useful life and needs replacement
Check wireless devices that are typically disabled, make sure they aren’t enabled
Mobile: Overheating
Listen for fans, make sure they’re properly functioning
Note which parts are hot
Too hot?
Power device down & remove battery
Look for possible signs
Inconsistent reboots, graphical glitches, system beeps
Know when to expect a device to be normally hot
For no reason?
Defective battery or other power circuit within device
Mobile: Frozen System
Force stop for application
Try soft reset
May need hard reboot
If happened after app installation/update, remove it
Could also be an OS issue > check for follow-up patches to update
Still unusable after reset?
Check manufacturers docs to see if you can boot in special mode
Mobile: No Speaker Sound
Check for hardware mute/volume button
Verify proper output device configuration
Repair recently?: Make sure speakers are properly connected
Try using headphones
If this works, built-in speakers may be damaged
Try changing/resetting output device
Mobile: GPS not Functioning
Enable location services (smart device)
Make sure Wi-fi or cellular data are turned on
Check physical environment (tunnels/dead spots)
Laptop: Control Panel > GPS device enabled
Location services: enabled
Mobile: Swollen Battery
Laptop doesn’t sit right on flat surfaces
Problems with input devices
Needs replacement
Mobile: Num Lock Lights
Numbers when expecting letters?
Turn off num lock
Mobile: Disassembling process for proper reassembly
Document & label cable & screw locations
Organize parts
Refer to manufacturer resources
Use appropriate hand tools
Printer: Streaks
Usually means you have a dirty transfer roller.
Also could be caused by worn out drum or spent toner cartridge
Remove cartridge & rock back & forth over trash can to redistribute toner
Reinstall toner & run test print
If that doesn’t work: check for cartridge cleaning function on printer
Run cleaning function & another test print
Printer: Faded Prints
Printer could be running out of toner
Print diagnostic/test page
If also blank, remove toner & look at imaging drum inside
If the image is still there, transfer corona or PSU has failed
Check maintenance guide to see how to replace
Printer: Ghost Images (Causes)
Imaging drum is not fully discharged & is picking up toner from previous image
Or image has used up so much toner that either the supply of charged toner is insufficient or the toner is not adequately charged
Sometimes could also be a worn-out cleaning blade that isn’t removing toner
Dark ghosting can be caused by damaged drum (replace toner)
Printer: Ghost Images (Solutions)
Lower resolution of the page (300dpi vs. 600dpi)
Use a different pattern
Avoid 50% grayscale & dot-on/dot-off patterns
Print in landscape
Adjust print density and RET settings
Print blank page prior to page w/ghosting image (same print job)
Change layout so grayscale patterns don’t follow black areas
Printer: Toner not Fused to Paper
Try using a lighter-weight paper
Potentially need to replace toner
Turn up temperature of the fuser
Printer: Creased Paper
Try using a different paper type
Cotton bond is more susceptible to noticeable creasing than other bonds
Try sending output to face-up tray (avoids one roller)
No hardware issue with this problem
Printer: Paper not Feeding
Make sure tray isn’t overfilled
Confirm paper is well-aligned, not ripped/bent
Make sure print settings specify correct paper
Abnormal weight/coating than usual?
Adjustable guides? Make sure they aren’t holding paper too tight
Clean (or replace) printer’s pickup rollers
Printer: Crash on Power-Up
Reverse power-up:
Turn on laser printer first & allow it to finish warm-up before turning on PC
This avoids having two devices draw extra power to start up (same time)
Printer: Paper Jam
Refer to manufacturer’s jam removal procedure
Refill paper & reprint
If no actual paper jam, jam sensors or paper feed sensors have an issue > Repair Center
Printer: No Connectivity
Turn off/on
If that doesn’t work, menu system should have manual config settings
Or try resetting to defaults
Printer: Garbled Characters on Paper
Point to corrupted/incorrect driver
Try rebooting first
Make sure printer is capable of print job (might be using PostScript with a PCL driver)
If none: cable issue? Power issue?
Try another outlet & try another cable
If it supports a different connection type, try it
Printer: Vertical Lines on Page
Toner is clogged
Try shaking toner cartridge to dislodge the clog
If that doesn’t work, replace toner cartridge
Printer: Backed-Up Print Queue
Open print spooler (print icon)
Delete affected print job & try again
OR printer is waiting for correct paper
Can override by pressing OK or GO button on printer
Printer: Spooler Issues
Printer Properties > Print directly to printer Try restarting the print spooler service Start > Services > Print Spooler Right click & restart OR stop, wait, start
Printer: Low Memory Error
Reprint at a lower quality/resolution
Add more RAM
Printer: Access Denied
Go to host system & check Security tab of Printer Properties
Make sure your user account is allowed to use printer
Printer: Will Not Print
Is the printer on? Is it connected? Is it online?
Is there an error message on display? Does it have paper?
Is your computer online?
If the printer is on, the display should indicate if there’s an issue
Ex: Paper jam OR Full/low memory error
Printer: Color Prints in Wrong Color (General)
Print out appropriate diagnostic/test page.
Separates printer issue with print job issue.
Color Registration Issue:
Might see slivers of unexpected colors
Or text could be blurry/discolored (or unexpected shadow)
If so, run printer’s registration/alignment routine
Check print settings to see if it’s configured to adjust any colors (may be misconfigured)
Printer: B&W when looking for Color
Check print application & print settings to make sure grayscale isn’t on.
Printer: Black Comes out in Odd Tone
Printer may be low on black ink/toner
Black could be rich black with other colors mixed in
Printer: Color Prints Wrong Color (Inkjet)
Incorrect ink cartridge placement.
Must clean incorrect ink out of tubing & printheads.
If in correct spots:
Gunked-up printhead may be keeping printer from laying down the right amount of color (clean)
Printer: Unable to Install
You need to be an administrator
Change Group Policy Driver Installation to allow non-admins to install printer drivers
Printer: Printing Blank Pages
Printer could be running out of toner
Print diagnostic/test page
If also blank, remove toner & look at imaging drum inside
If the image is still there, transfer corona or PSU has failed
Check maintenance guide to see how to replace
Printer: No Image on Printer Display
Not much one can do about this issue
Turn device off/on
Completely unplug for a few minutes
If still having issue, but device is functional, and problem wasn’t after firmware update, take to a service center
Impact Printer: Bad Looking Text
White bars going through the text = dirty/damaged printhead
Clean w/denatured alcohol
Get replacement printhead
Chopped off at top/bottom = readjust printhead
Characters degraded/faded = replace printhead
Impact Printer: Bad Looking Page
Page is covered with dots & small smudges = platen is dirty
Image faded, ribbon good = adjust printhead closer to platen
Inkjet Nozzle Issues
Ink inside nozzles can dry out and block fresh ink
The one part of an inkjet you should clean
Only certain colors printing = dry ink clogged nozzle
Only clean when necessary (wastes ink otherwise)
Network: Limited Connectivity
Check NIC link lights! Points to DHCP problem Run ipconfig to see if you have APIPA address Restart DHCP server (likely router) Or try setting NIC statically
Network: Local Connectivity
Downed DHCP server (restart router or set NIC static) OR router problem Ping default gateway If successful, ping WAN port Can be found in router config Renew DHCP using router config If no luck, call ISP
Network: Unavailable Resources
Shares/Printers/Email
Check for correct share name
Check for correct username/password
Account permissions? Make sure you have correct ones
Make sure you’re on correct homegroup/domain/workgroup
Make sure the resource is being shared
Email:
Make sure you have correct IMAP/POP3 Server name & password.
Network: No Connectivity
Use loopback plug to check NIC
Can you get to other websites? If not, triple check local connectivity
Can you ping the site? Use CMD ping command
If you can’t find host: DNS failure
Ipconfig /flushdns
Network troubleshooter
Try another DNS server
If DNS is ok, make sure you have correct URL
Incorrect network configuration (password, SSID, etc)
Could be your location (dead spot)
Wired Network:
Red X over network icon will indicate
Check all physical connections
Network: APIPA/Link Local Address
DHCP problem
Restart router (if that’s your DHCP server) Or restart DHCP server otherwise
Try setting NIC statically
Network: Intermittent Connectivity
Check NIC link lights!
Flashing green link light indicates intermittent connectivity
Out of signal range OR edge of signal range
Adjust antennas
Interference: other devices on same frequency or other devices that block signal
Network: IP Conflict
Two computers have same IP address and can’t talk to each other
Other computers won’t know where to send data
Ipconfig /release > ipconfig /renew
Network: Slow Transfer Speeds
Use netstat command to look at network connections
Everyone on network getting slow internet?
Get more bandwidth
Use QoS:
Tool to prioritize access to network resources
Enables you to prioritize certain users/apps/services.
Limits bandwidth for certain types of data
Based on IP, application protocol, or other features
Network: Low RF Signal
Out of range from WAP
Adjust antennas
Move devices that cause interference, or move WAP to avoid them
Other wireless devices in same frequency range may be interfering
Change channel that network uses
Or change channel that offending devices use
Fridge, microwave, etc
Wireless network repeater/extender
Network: SSID Not Found
WAP is down
WAP change was made (perhaps SSID change)
Try deleting old connection profile and create a new one
