UNIT-2: Assembly of Computer, Diagnostic and Troubleshooting of PC:

Steps and precautions to assemble computer.

Computer Assembly Steps
Step 1: Open Case. Remove the back screws. ...
Step 2: Mount Motherboard. Screw motherboard standoffs into the case. ...
Step 3: Mount Processor (CPU) ...Step 4: Install CPU Cooler. ...
Step 5: Install Power Supply (PSU) ...
Step 6: Mount Memory (RAM) ...
Step 7: Install Graphics Card. ...
Step 8: Mount Storage Drives.
This is a partial list of basic safety precautions to use when working on a computer:
Remove your watch and jewelry and secure loose clothing.
Turn off the power and unplug equipment before performing service.
Cover sharp edges inside the computer case with tape. 
Never open a power supply or a CRT monitor.

POST (Power on Self Test)

A power-on self-test (POST) is a set of routines performed by firmware or software

immediately after a computer is powered on, to determine if the hardware is working as
expected. The process would proceed further only if the required hardware is working
correctly, else the BIOS(Basic Input Output Software) would issue an error message. POST
sequence is executed irrespective of the Operating System and is handled by the system
BIOS. Once the tests are passed the POST would generally notify the OS with beeps while
the number of beeps can vary from system to system. When POST is successfully finalized,
bootstrapping is enabled. Bootstrapping starts the initialization of the OS.

The Role of POST in the Boot Sequence

The boot sequence is the process of starting a computer/system. The boot process is
initiated when the power button is pressed, it sends power to the boot-loader in the cache
memory. The Boot loader performs POST as a preboot sequence and if everything is
working well without any errors the BIOS(Basic Input Output System) is activated which
finds and loads the operating system.
Finally the software has to interact with the hardware units to complete the process. To
avoid any hardware errors while executing a software program, the pre-boot sequence
would test the hardware and initiate the OS if and only if the basic hardware units are
functioning as expected. he principal duties of the main BIOS during POST are as follows:
1. Find, size, and verify the system main memory.
2. Initialize BIOS.
3. Identify, organize, and select which devices are available for booting.
4. Verify CPU registers.
5. Verify the integrity of the BIOS code itself.
6. Verify some basic components like DMA, timer, interrupt controller.
7. Pass control to other specialized extensions BIOS (if installed).
The checks are performed majorly on:
 Hardware elements like processor, storage devices and memory.
 Basic System Devices like keyboard, and other peripheral devices.
 CPU Registers
 DMA (Direct Memory Access)
 Timer
 Interrupt controller

Types of Errors encountered during POST

If there are any errors in the POST the system would fail to proceed towards the next
steps(boot process) as it would throw a fatal error. The POST sequence is executed
irrespective of the Operating System. However, how the POST is handled and the types of
errors thrown can be modified by the Vendor as per the system requirements.
The error message could consist of text messages on the console or audio in the form of
beeps. Irrespective of the vendor there would be a manual describing the types of errors and
the error message mappings to help us troubleshoot. The error messages can vary from a
parity error to a faulty motherboard.
Example beep codes for MAC are:

Beeps Meaning

1 No RAM installed/detected

2 Incompatible RAM types

3 No good banks

4 No good boot images in the boot ROM, or bad sys config block, or both

5 Processor is not usable

Troubleshooting steps to resolve errors

The issues can be seen in different ways based on the hardware that is causing the issue.
The system might turn on but could be struck before initiating the boot process without any
hint/error message or an error message is being displayed on the screen. Follow the steps
below to troubleshoot the issue:
1. Analyze when the issue began.
2. Check if any hardware was changed from the last time the system functioned
properly.
3. If there was any new hardware try to remove and check to isolate the issue.
4. Remove/Disconnect any disks, USB’s and restart the system to check if anything
changes.
5. Connect a known working power cable to see if the system is powering on
successfully.
6. If you observe any overheating, check if all the fans are functioning well.
7. If you observe any error codes(beep codes, LED indication, Error message on
screen) Follow the manual to resolve the issue.

identifying problems by Beep codes errors,

The AMI BIOS beep codes

AMI stands for American Megatrends. AMI is the largest supplier of BIOS firmware. Due to
the various types of computer manufacturers of BIOS, the beep codes might vary a bit from
the ones mentioned below codes.

o One short beep - When the DRAM fails to refresh, one short beep is produced.
o Two short beeps - When the Parity circuit fails, 2 short beeps are produced.
o Three short beeps - When the base RAM of 64 k fails, the 3 short beeps are
produced.
o Four short beeps - When the system's timer fails, 4 short beeps are produced.
o Five short beeps - When the Process fails, the 5 short beeps are produced.
o Six short beeps - If the Gate A20 error occurs in the Keyboard controller, the 6 beeps
are given.
o Seven short beep - When an error is done in virtual mode.
o Eight short beep - If the failure occurs in display memory.
o Nine short beep - When the checksum failure occurs in ROM BIOS.
o Ten short beep - When replacing the CMOS
o Eleven short beep - If the error occurs in cache memory.
o 1 long followed by 2 short beeps - If the problem persists in the video card memory.
o 1 long followed by 3 short beeps - If the extended memory fails.
o 1 long followed by 8 short beeps - If the display test fails.
o Two-tone siren - When the CPU fan speed slows down or the voltage level is
incorrect.

checking power supply using Multi-meter,

Replacement of components etc.

We've spent the last few weeks systematically going through our How-To Geek test PC and
swapping out every single part you might want to upgrade, replace, or improve. Most of it's
simple, if somewhat tedious, but beginners might have a little trouble getting oriented. No
worries! Follow the steps in the guides below, and you'll be cruising along with your
upgraded PC in no time.

What Kind of Tools Do You Need?

You can disassemble almost all modern desktop hardware with just a standard Phillips-head
screwdriver. Some parts don't even need that---modern case and component designs use a lot
of thumbscrews and plastic tabs to keep things as simple as possible.

That said, you might want to have a few different sizes of screwdriver handy, just to make it
easier to get to smaller or hard-to-reach screws. A cheap kit with interchangeable driver
heads should have you covered. If you're working on a laptop, you might need a set of hex
drivers and a set of spudgers (small prying tools) as well.

Anytime you're working with electronics, you'll want a well-lit, dry area to spread out. Any
clean desk, kitchen table, card table, or work bench will do the trick, but if you're low on
space in your home, tile or wood floor will work in a pinch. Don't work on carpet if you can
avoid it, even if you're using a table or desk: walking around on the carpet can build up static
charges and damage components. If you don't have a non-carpeted area to work,
consider investing in an anti-static bracelet.

If you keep your old component boxes around, or you have a fresh new one, hang on to the
anti-static bag. It's a handy place to set down components, especially those with exposed
circuit boards, without damaging them.

When you're disassembling PCs you're going to have a lot of loose screws. Before starting,
grab a few bowls or cups from your kitchen and keep them handy. It's a great way to make
sure your screws don't roll around, and to keep the screws with different sizes and threads
separate. And speaking of keeping those screws straight: a telescoping magnet grabber can be
very handy for those times when you drop a screw in your PC case and can't reach it with
your fingers.
 If you're planning on replacing a CPU or CPU cooler, make sure you have some thermal paste
handy for re-applying it. (A small amount is sometimes included with an aftermarket cooler
for free.) Cleaning the stuff off of one? Grab some Q-Tips.

The inside of your PC gets dusty quickly thanks to constant airflow and positively-charged
components. If you're opening it up, you might as well clean out the filters and blast it with a
little canned air to clean things up a bit. You're best off doing that outside if you've got a
particularly dusty rig. If you're forced to work inside, another trick is to turn on your vacuum
cleaner, place the hose near the PC, and blow the dust toward it. Just never, ever try
vacuuming out your PC or even touching the vacuum hose to it. Those things generate a lot of
static.

If you don't have any canned air, a dry cloth will work, just be careful of fibers snagging on
sharp bits of the case or circuit boards.

Last but not least, keep your phone handy and snap some photos as you're removing
components and unplugging cables. Having something to refer back to will make upgrading
or reinstalling much easier, especially your first time around.

How To Upgrade Or Replace Your PC's RAM

The easiest way to improve the performance of your PC is to upgrade its RAM. More
memory gives the operating system some "breathing room," enabling better multitasking for
applications like Chrome and Photoshop. Swapping out RAM on desktops is fairly simple,
you only need to make sure you have memory modules compatible with your motherboard.
On laptops, it's harder, if your laptop even allows access to its memory at all.

Basically, you just need to figure out what type of (and how much) RAM your PC can handle,
how much you want, and what you're willing to pay for it.

Installing RAM takes just a few minutes. If you've never done it before, set aside 15 minutes
or so.

CMOS, Study of BIOS Set- up- Advance set-up,

BIOS and CMOS Configuration

 Mar 16, 2001

📄 Contents
 📄
1. BIOS and CMOS Configuration
2. Introduction
3. The BIOS and Standard Devices
4. System Configuration
5. Getting Support for Your BIOS
6. BIOS Upgrades
7. BIOS Troubleshooting
8. Summary
9. Questions and Answers:

 ⎙ Print

< Back Page 4 of 9 Next >

System Configuration
For the BIOS to be able to start the computer, you've seen that it must find an operating
system on a hard disk or floppy disk drive. But how does the BIOS know where the drives are
located or what types they are?

Floppy disk drives and hard disk drives are two of the most important items that must be
configured in the BIOS. If the drive types are not correctly identified in the BIOS, the BIOS
will not be able to start the system. Whenever you build a system or change major
components, you need to run the BIOS setup program to check or change settings.

Starting the Setup Program

On most systems built since the late 1980s, the BIOS configuration program is stored in the
BIOS chip itself. On a few current systems, as with the original IBM AT, the setup program
must be run from a floppy disk drive or the hard drive. The original IBM PC and PC/XT had
only a few settings, and these were made by manipulating a series of small rocker or slide
switches called DIP switches.

ROM-based setup programs are normally started by pressing one or more keys in
combination within the first few seconds after turning on the computer. Although these
keystrokes vary from system to system, the most popular keys on current systems include the
escape (Esc) key, the Delete key, the F1 key, and various combinations of Ctrl+Alt+ another
specified key. Most computers display the correct key(s) to press during the initial startup
screen. Check with your system vendor for the appropriate keystrokes or to see if you need to
run a program from MS-DOS or Windows to configure your system.

Because the settings you make in the BIOS setup program are stored in the nonvolatile RAM
of the CMOS chip, the settings are often called CMOS settings.

In the following section, we will review the typical setup process, looking at each screen of a
typical Pentium-class system.

Step-by-Step CMOS/BIOS Configuration

The A+ Certification exam will test your knowledge of basic CMOS/BIOS configuration. To
help you prepare for the exam, this section covers the most important portions of the
CMOS/BIOS setup process.

To start the CMOS setup process, press the correct key(s) during the bootstrap process or run
the setup program from hard disk or floppy disk after the computer has started. On virtually
all systems built since the early 1990s, you'll start with a menu screen, as shown in Figure 3.6.
This menu, as well as the contents of the screens listed, will vary according to your BIOS
brand, version, and motherboard type.

Figure 3.6
Select the menu item from this CMOS Setup menu to examine or change settings.

Select Standard CMOS Setup to begin.

Other systems will immediately display the Standard CMOS Setup screen, which is typically
used to configure drive, date, and time settings.

Standard CMOS Configuration

The standard CMOS configuration screen (see Figure 3.7) includes settings for items such as

Date

Time

Floppy disk drive types for drives A: (first floppy disk drive) and B: (second floppy disk
drive)

Hard drives connected to the IDE interface

Figure 3.7
A typical standard setup screen. On this system, hard drives can be detected during the boot
process ("Auto" setting), but they can also be user-defined, as shown here.

To make selections here, you normally press keys to cycle through the different options,
including date and time.

The time must be entered in the 24-hour format (1:00PM = 13:00, and so on). Enable daylight
savings unless your state or area (Arizona, Hawaii, and parts of Indiana) doesn't switch to
DST in the spring and summer.

Change the default floppy drive types to match your current configuration if necessary. See
"Floppy Disk Drives," page 191, for details on selecting the correct floppy disk drive type.

To select the correct hard drive type, you can use one of three methods:

Manually enter the correct settings.

 Use an auto-detection feature located here or from the main menu.

Allow the system to detect the hard drives during every system boot.

Some systems also display the amount of memory onboard on this screen, but only extremely
old systems based on 386 or older processors require that you manually enter the amount of
RAM in the system. On virtually all systems using a 286 processor or better, the standard
CMOS configuration screens are extremely similar, varying mainly in the number and types
of drives that can be used.

The standard setup screen is the single most important screen in the entire BIOS/CMOS setup
process. If the drives are not defined correctly, the system cannot boot.

Automatic Configuration of BIOS/CMOS Settings

Many versions of the AMI and Award BIOS allow you to automatically configure all screens
except the Standard setup screen with a choice of these options from the main menu:

BIOS Defaults (also referred to as Original/Fail-Safe on some systems)

Setup Defaults (also referred to as Optimal on some systems)

Turbo

Use BIOS defaults to troubleshoot the system because these settings are very conservative in
memory timings and other options. Normally, the Setup defaults provide better performance.
Turbo, if present, speeds up the memory refresh rate used by the system. As you view the
setup screens in this chapter, you'll note these options are listed. If you use either automatic
setup after you make manual changes, all your manual changes will be overridden!

Appropriately, the graphical AMI WinBIOS uses a tortoise, a hare, and an eagle for these
three options.

With many recent systems, you can select Optimal or Setup Defaults, save your changes, and
exit, and the system will work acceptably. However, you might want more control over your
system. In that case, look at the following screens and make the changes necessary.

Advanced CMOS Configuration

The advanced CMOS configuration screen, shown in Figure 3.8, allows you to adjust optional
details about the computer. In this screen, you can adjust the NumLock setting, type of video,
keyboard repeats speed, settings for cache memory, and other special features. Most systems
built since the early 1990s include this screen.
Sooner or later, as users use their computers, they need to repair and replace them. If you
decide to replace components, you need to consider their type, its compatibility with other
devices, features of cooling and power and more. There are many nuances, due to which it is
not recommended in the absence of skills to perform this operation yourself. Our service
center specialists will professionally replace any component of your computer.

Our specialists replace the processor, video card, hard drive, motherboard, power supply,
RAM and coolers. All work is carried out with the use of modern diagnostic equipment,
which allows to identify the causes of the problem with 100% accuracy. Upon completion of
the inspection, the possibility of repairing the faulty device is determined, as well as its cost.
Sometimes the cost of repairs exceeds the cost of buying a new, more productive device. Our
staff will advise the most advantageous option for you. With your permission, they will select
the best components (quality and price) for your computer.

We replace any computer or laptop component for your home or office. By entrusting the
improvement of your computer to us, you are guaranteed to receive highly qualified
assistance in replacing and installing components.

The life of a computer component is no more than three years, so a computer malfunction is
not a surprise. By replacing failed components, you extend the life of your computer and get
the opportunity to upgrade it. A common malfunction is lost power or a burned out power
supply. This is usually due to power surges. Similarly, the power supply may fail due to lack
of an uninterruptible power supply. Typically, a problem with the power supply causes
problems with other components of your computer. This mainly applies to the motherboard.

Our company will replace any components of computers and laptops, whether RAM or
processor. Only those components that cannot be repaired or those that need to be upgraded at
the customer's request are subject to replacement. Our specialists will carry out diagnostics,
after which a decision on repair or replacement will be made together with you. In some cases,
repairing components is much more expensive than replacing them with new ones.

Today, computer stores have a huge selection of components. Our experts will help you
understand the difference between these or those models, will offer the optimal computer
configuration for your home and office. You can count on a flawless result. We give long-
term guarantees for our work

Boot configuration,
The boot configuration expands the current kernel command line to support additional key-
value data when booting the kernel in an efficient way. This allows administrators to pass a
structured-Key config file.

The Boot Configuration Data for Your PC Is Missing

If you receive the error message The Boot Configuration Data for Your PC is missing, it
means that your computer's boot information has been corrupted. This can happen for a
variety of reasons, which mainly include:

 Viruses attacks
 Power Surges
 Hardware boot failures
 Missing or corrupt boot configuration data
 Corrupted master boot record (MBR)

So, you see, there can be many reasons for such errors. Now, how to fix it? That's the main
concern of the majority. Don't worry. This article covers the best fixes for the "The Boot
Configuration Data for Your PC is missing" error.

The Boot Configuration Data for Your PC Is Missing

If you receive the error message The Boot Configuration Data for Your PC is missing, it
means that your computer's boot information has been corrupted. This can happen for a
variety of reasons, which mainly include:

 Viruses attacks
 Power Surges
 Hardware boot failures
  Missing or corrupt boot configuration data
 Corrupted master boot record (MBR)

So, you see, there can be many reasons for such errors. Now, how to fix it? That's the main
concern of the majority. Don't worry. This article covers the best fixes for the "The Boot
Configuration Data for Your PC is missing" error.

4 Ways to Fix Boot Configuration Data for Your PC Is Missing

There are several ways to solve this error. However, we share the four best ways to solve the
"boot configuration data for your PC is missing" error. These fixes are explained step by step
to help you out in the best possible way.

Workable Solutions Step-by-step Troubleshooting

Now, to access the command prompt, you will have to

1. Rebuild BCD
boot the Windows with a bootable disk...Full steps

Once the system turns on and the following text appears,

2. Run Windows Startup Repair
"press any key now to boot from CD...Full steps

Insert the Windows bootable drive and boot from it.

3. Bcdedit.exe
Select your language preferences...Full steps

To activate a Windows partition, you must go to the

4. Set Windows Partition Active
command prompt. So, go to the start menu...Full steps
Fix 1. Rebuild BCD with Command Prompt

BCD, or Boot Configuration Data, is a file that stores information about the boot options on
your computer. If this file becomes corrupted, it can cause problems when trying to boot your
computer. Luckily, you can use the Command Prompt to rebuild BCD and fix these problems.
So, simply follow these steps to rebuild BCD with the command prompt.

Step 1. Now, to access the command prompt, you will have to boot the Windows with a
bootable disk or USB. Insert that disk or USB into your system and press enter key to boot the
system. From here, you have to select the language preference.

Step 2. On the left corner of your computer screen, you will see an option to "Repair Your
Computer". Click on it to proceed further.
Step 3. Now click on "troubleshoot" and then choose the advanced options. Under this setting,
you will get a variety of further options. Click on "Command Prompt".

Step 4. Type the following command in the Command Prompt and press Enter.

 bootrec /fixmbr
 bootrec /fixboot
To repair any issues with your boot sector, you can use the fixmbr command.

Step 5. In the last step, type the following command and press Enter.

 bootrec /scanos

Don't worry if this solution fails with access denied error that shows up in the command
prompt, here we have a practical solution here for you:

Getting Bootrec /Fixboot Access Is Denied Error? Roundup Solutions

What to do when CMD warns 'bootrec /fixboot Access is denied' error message? This article
offers all possible solutions for you to fix the [bootrec /fixboot access denied] in Windows
10/8/7.
Fix 2. Run Windows Startup Repair

This error can occur for many reasons, which we discussed already. However, in the majority
of cases, it’s the corrupted data files of your Windows operating system. So, one way to fix
this error is to repair those corrupted Windows files by repairing the Windows OS itself.

Here you should note that repairing your Windows will also help prevent such errors from
popping in again in the future.

Below mentioned are the steps that you need to follow to run Windows startup repair.

Step 1. To repair the Windows OS, you need a bootable disk or USB. Simply insert that into
your PC or laptop and turn it on. Once the system turns on and the following text appears,
"press any key now to boot from CD, DVD," just press enter or space (or any key) to continue.

Step 2. The Windows setup interface will pop up. So, to start with select your desired
language preference.

Step 3. Now choose, "troubleshoot" to proceed further

Step 4. The interface will give you different options. Here, you have to choose the third
option, which says "Automatic Repair".

Step 5. The windows will start the automatic repairing process. You have to wait until it's
complete.

Boot Menu,

The boot menu is a special menu that allows you to choose the device or operating system
you want to start up your computer with. It's like a gateway that gives you control over what
gets loaded when you turn on your computer.
Test Sequence,
The Boot Menu is a menu that appears when a computer boots up for the first time. It may
include a variety of boot choices, including a LAN, CD, DVD, flash drive, or hard disc
(network). The Boot Menu allows a user to load up new operating systems or applications,
even if the computer already has an installed operating system. A boot menu is useful for
installing a new operating system on a computer since the user can choose which device to
use. The boot sequence, also known as boot options or boot order, specifies which devices a
computer should search for the boot files for its operating system. It also details the sequence
in which devices are verified. The list can be modified and rearranged in the BIOS of the
machine.

How to Access the Boot Menu?

While the computer is loading up, the user can launch the Boot Menu by pressing one of
many keyboard keys. Esc, F2, and F10 are common keys for launching the Boot Menu.

Depending on the motherboard or computer's manufacturer. Generally, the starting screen of

the computer specifies which key to push. A user can choose which device to launch an
operating system or program from while the computer is booting using the Boot Menu.

The Boot Menu's device listing order, often known as the boot sequence, can be modified as
needed.

Step 1: Launch the BIOS setup program on your computer.

Frequently, you must hit a key (or occasionally a key combination) on your keyboard as soon
as your computer boots up to enter BIOS.

Restart your computer and pay attention for the information displayed on the screen at the
very beginning of the startup process if you're not sure which key this is. It will frequently
state something like "Press some key to enter setup" somewhere in this.

ADVERTISEMENT

If you want to try again, restart your computer, and hit the setup key as soon as your machine
starts loading from its internal disc.
Step 2: Access the BIOS boot order menu.

Find the option to change the boot sequence once you have accessed the BIOS setup program
on your machine. Although each BIOS utility varies somewhat from the others, it may be
found under the Boot, Boot Options, Boot Sequence, or even the Advanced Options tab.

ADVERTISEMENT

Step 3: Rearrange the boot order

You'll notice a list of choices that your computer can load from once you've found the BIOS
page for boot order options.

The following options are commonly available on computers: Hard Drive, Optical (CD or
DVD) Drive, Removable Devices (such as USB or Floppy), and Network. These options will
again vary slightly between systems.
A USB device or removable device should be listed first in the list.

Step 4: Save your modifications.

To ensure that your changes are applied, save your changes before quitting BIOS.

Select the "Save Changes" or "Exit with Changes Saved" option from the Save and Exit or
Exit menu (or something similar)

As you exit the BIOS, you can see a confirmation notice. Make sure you thoroughly read it
before selecting the appropriate button to accept the changes.

Once you quit BIOS, your machine will restart itself.

Error Messages,

HTML Error Messages

When a browser requests a service from a web server, an error might occur, and the server
might return an error code like "404 Not Found".

It is common to name these errors HTML error messages.

But these messages are something called HTTP status messages. In fact, the server always
returns a message for every request. The most common message is 200 OK.

Below is a list of HTTP status messages that might be returned:

1xx: Information

Message: Description:

100 Continue The server has received the request headers, and the client
should proceed to send the request body

101 Switching The requester has asked the server to switch protocols
Protocols

103 Early Hints Used with the Link header to allow the browser to start
preloading resources while the server prepares a response

2xx: Successful

Message: Description:

200 OK The request is OK (this is the standard

response for successful HTTP requests)

201 Created The request has been fulfilled, and a new

resource is created
202 Accepted The request has been accepted for
processing, but the processing has not
been completed

203 Non-Authoritative Information The request has been successfully

processed, but is returning information that
may be from another source

204 No Content The request has been successfully

processed, but is not returning any content

205 Reset Content The request has been successfully

processed, but is not returning any content,
and requires that the requester reset the
document view

206 Partial Content The server is delivering only part of the

resource due to a range header sent by the
client

Troubleshooting Procedures and Preventative Maintenance,

Troubleshooting Process (4.2)

Troubleshooting is a systematic process used to locate the cause of a fault in a computer

system and correct the relevant hardware and software issues. Approaching problem solving
using a logical and methodical approach is essential to successful resolution. Although
experience is very useful to problem solving, following a troubleshooting model will enhance
effectiveness and speed.

Troubleshooting Process Steps (4.2.1)

In this section, you will learn that to troubleshoot a problem quickly and effectively, you need
to understand how to approach the issue. Troubleshooting is a way of discovering what is
causing a problem and fixing it.

Introduction to Troubleshooting (4.2.1.1)

Troubleshooting requires an organized and logical approach to problems with computers and
other components. Sometimes issues arise during preventive maintenance. At other times,
customers may contact you with problems. Taking a logical approach to troubleshooting
allows you to eliminate variables and identify causes of problems in a systematic order.
Asking the right questions, testing the right hardware, and examining the right data helps you
understand the problem and form a proposed solution.

Troubleshooting is a skill that you refine over time. Each time you solve a problem, you
increase your troubleshooting skills by gaining more experience. You learn how and when to
combine steps, or skip steps, to reach a solution quickly. The troubleshooting process is a
guideline that is modified to fit your needs.

This section presents an approach to problem solving that you can apply to both hardware and
software.

NOTE
The term customer, as used in this book, refers to any user who requires technical
computer assistance.

Before you begin troubleshooting problems, always follow the necessary precautions to
protect data on a computer. Some repairs, such as replacing a hard drive or reinstalling an
operating system, might put the data on the computer at risk. Make sure you do everything
possible to prevent data loss while attempting repairs. If your work results in data loss for the
customer, you or your company could be held liable.

Data Backup

A data backup is a copy of the data on a computer hard drive that is saved to another storage
device or to cloud storage. Cloud storage is online storage that is accessed via the Internet. In
an organization, backups may be performed on a daily, weekly, or monthly basis.

If you are unsure about whether a backup has been done, do not attempt any troubleshooting
activities until you check with the customer. Here is a list of items to verify with the customer
regarding whether a backup has been performed:

Date of the last backup

Contents of the backup

Data integrity of the backup

Availability of all backup media for a data restore

If the customer does not have a current backup and you are not able to create one, ask the
customer to sign a liability release form. A liability release form contains at least the
following information:

Permission to work on the computer without having a current backup available

Release from liability if data is lost or corrupted

Description of the work to be performed

Troubleshooting Process Steps (4.2.1.2)

The troubleshooting process steps are as follows:

Step 1. Identify the problem.

Step 2. Establish a theory of probable cause.

Step 3. Test the theory to determine the cause.

Step 4. Establish a plan of action to resolve the problem and implement the solution.

Step 5. Verify full system functionality and, if applicable, implement preventive measures.

Step 6. Document findings, actions, and outcomes.

Identify the Problem (4.2.1.3)

The first step in the troubleshooting process is to identify the problem. During this step,
gather as much information as possible from the customer and from the computer.

Conversation Etiquette

When you are talking to a customer, follow these guidelines:

Ask direct questions to gather information.

Do not use industry jargon.

Do not talk down to the customer.

Do not insult the customer.

Do not accuse the customer of causing the problem.

Table 4-1 lists some of the information to gather from the customer.

Table 4-1 Step 1: Identify the Problem

Company name

Contact name
Customer information
Address

Phone number
 Manufacturer and model

Computer configuration Operating system

Network environment

Connection type

Problem description Open-ended questions

Closed-ended questions
Error messages
Beep sequences
LEDs
POST

Troubleshooting Tools and Diagnostic software,

Network troubleshooting and diagnostic tools help network administrators and technicians
identify and resolve issues.

These tools are designed to analyze network performance, identify problems, and provide
insights into the functioning of the network.

Network analysis can show you the leading causes of network problems such as; slow speeds,
network connection problems, packet loss on overloaded network devices or missing
information in your routing table and other system databases.

Here’s our list of the best network diagnostic tools and troubleshooting software:

1. Datadog Network Performance Monitoring EDITOR’S CHOICE A cloud-based

network monitoring and management service that includes autodiscovery, topology
mapping, performance alerts, and troubleshooting tools Start a 15-day free trial.
2. SolarWinds Network Configuration Manager (FREE TRIAL) An essential
system security and administration tool that automatically checks on device settings.
The NCM will gather all device configurations, allow the creation of standard settings,
and ensure that any unauthorized changes are immediately rolled back. Start a 30-day
free trial.
3. N-able N-sight (FREE TRIAL) A remote monitoring and management tool that
enables central IT departments to manage networks on several remote sites. Get
access to a 30-day free trial.
4. ManageEngine OpManager Plus (FREE TRIAL) This bundle of seven
ManageEngine tools provides full network monitoring and analysis capabilities.
Installs on Windows Server and Linux. Start a 30-day free trial.
 5. Site24x7 Network Monitoring (FREE TRIAL) A cloud-based service that
monitors network devices, tracks traffic patterns, provides capacity planning support,
and offers troubleshooting tools. Start a 30-day free trial.
6. Paessler Network Troubleshooting with PRTG Infrastructure management system
that includes port monitoring.
7. Ping Simple command-line utility that checks on the speed of connections.
8. Tracert Free command-line utility that lists the probable hops to a network or
internet destination address.
9. Ipconfig This command-line tool reports the IPv4 and IPv6 addresses, subnets, and
default gateways for all network adapters on a PC.
10. Netstat This tool displays active connections on your computer.
11. Nslookup Available for Windows, Unix, Linux, and Mac OS, this tool gives you
DNS server diagnostics.
12. Uptrends Uptime Monitor A free online tool that will make repeated checks on the
availability of a website.
13. Sysinternals Set of Microsoft tools for Windows that help troubleshoot and configure
Active Directory.
14. Wireshark Free packet sniffer that will help you analyze traffic flows.
15. Nmap Network security and monitoring tool that needs a companion utility, Zenmap,
as a user interface.

device drivers

Device Driver in computing refers to a special kind of software program or a specific type
of software application that controls a specific hardware device that enables different
hardware devices to communicate with the computer’s Operating System. A device driver
communicates with the computer hardware by computer subsystem or computer bus
connected to the hardware.
Device Drivers are essential for a computer system to work properly because without a
device driver the particular hardware fails to work accordingly, which means it fails in
doing the function/action it was created to do. Most use the term Driver, but some may
say Hardware Driver, which also refers to the Device Driver.
Working of Device Driver:
Device Drivers depend upon the Operating System’s instruction to access the device and
perform any particular action. After the action, they also show their reactions by delivering
output or status/message from the hardware device to the Operating system. For example, a
printer driver tells the printer in which format to print after getting instruction from OS,
similarly, A sound card driver is there due to which 1’s and 0’s data of the MP3 file is
converted to audio signals and you enjoy the music. Card reader, controller, modem,
network card, sound card, printer, video card, USB devices, RAM, Speakers, etc need
Device Drivers to operate.
The following figure illustrates the interaction between the user, OS, Device driver, and the
devices:
Types of Device Driver:
For almost every device associated with the computer system there exist a Device Driver
for the particular hardware. But it can be broadly classified into two types i.e.,
1. Kernel-mode Device Driver –
This Kernel-mode device driver includes some generic hardware that loads with the
operating system as part of the OS these are BIOS, motherboard, processor, and some
other hardware that are part of kernel software. These include the minimum system
requirement device drivers for each operating system.
2. User-mode Device Driver –
Other than the devices which are brought by the kernel for working the system the user
also brings some devices for use during the using of a system that devices need device
drivers to function those drivers fall under User mode device driver. For example, the
user needs any plug-and-play action that comes under this.