THE FEDERAL POLYTECHNIC BAUCHI

SCHOOL OF SCIENCE AND

TECHNOLOGY
DEPARTMENT OF COMPUTER

COMPUTER SYSTEM
TRUOBLESHOOTING I
LECTURE NOTE
 COMPUTER SYSTEM TROUBLESHOOTING I

Structure
1. Introduction
2. Fault diagnosis process
3. Power Supply Unit
4. Computer start up failure
5. Memory failure
6. Hard drive failure
7. Display System Failure
8. Sound failure
9. Mouse and Keyboard failure
10. Floppy drive failure
11. CD-ROM drive Failure

1.0 INTRODUCTION
Computer System Troubleshooting is a vocational program that
teaches students how to install, configure and maintain computer
systems and networks. It develops students’ skills in diagnosis
and troubleshooting of computer systems, as well as in the
performance of computer operations.

The program enhances a student’s ability in basic computer

application programs, Windows installation and PC software and
hardware support. This course is designed to develop
knowledge, skills, and attitudes of a Computer Service
Technician in accordance with industry standards. It covers basic
and common competencies such as installing, maintaining,
configuring, and diagnosing computer systems and networks.

Computer systems (hardware, software, peripheral devices and

network connection) face problems from time to time and disrupt
the functionality and productivity of an organization or
institutions. Hence the need for sound troubleshooting
techniques.
Before diving into the cause proper there is need to grasp some
important terms as it relates to this course.

1.1 Computer as A System

A system can be generally described as a set(collection) of
things, elements or components interrelating or working
together as a unit for a common purpose(s). Simply put a system
is anything that is comprises of more than one thing interface
with one another to achieve common purpose.
The word system and computer are often interchangeable used
because computer as a system is made up hardware and software
components sub system which make troubleshooting very easy
and interesting because troubleshooting can either be hardware
or software related.

1.1.1 Computer Hardware

Computer hardware refers to the physical component of a
computer system that can be seen, feel, touched, and most
importantly can be controlled by the software components. The
difference between computer hardware and any other physical
materials out there is that computer hardware apart from being
physical, can respond to event, and their functions are
predefined, guided and controlled a program.
In this material computer hardware are categorized into the
following two main units, in other materials it might more:

i. Input/output unit
ii. System unit

1.1.1.0 Input/output unit

This computer hardware unit can be bee separated as two units;
in fact, most materials do that. The term input/output unit/device
refers to any computer hardware components that facilitate
users interact with the computer system in form of input data
operated and processed by the processing unit as per the
program and sent to the output unit for further action. An input
device sends information to a computer system for processing,
and an output device reproduces or displays the results of that
processing. Input devices only allow for input of data to a
computer and output devices only receive the output of data
from another device. Both input/output device can be attached to
the system internally or externally depend on the type of
computer system.

1.1.1.1 System unit

The system or cabinet unit can be described as the black boss or
chassis that enclosed most of the other hardware units of a
computer system such as central processing unit (CPU), memory
unit, communication unit, storage unit and power supply unit
(PSU).

1.1.2 Computer Software

This is the second part of a computer system, is a program that
enables a computer to perform a specific task, as opposed to the
physical components of the system (hardware). This includes
system software such as an operating system, which enables
other software to run properly, by interfacing with hardware and
with other software and application software such as a word
processor, which enables a user to perform a task. Practical
computer systems divide software into three major classes:
system software (OS, LP, DD), application software (MS word,
CorelDRAW) and utility software(antivirus), although the
distinction is arbitrary, and often blurred. Computer software
must be loaded into the computer's storage (such as a hard
drive, memory, or RAM). Once the software is loaded, the
computer is able to execute the software.
Computers operate by executing the computer program. This
involves passing instructions from the application software,
through the system software, to the hardware which ultimately
receives the instruction as machine code.
Each instruction causes the computer to carry out an operation --
moving data, carrying out a computation, or altering the control
flow of instructions.

2.0 FAULT DIAGNOSIS (TROUBLESHOOTING)

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, troubleshooting is isolating the
source of a problem and fixing it. In the case of computer
systems. 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 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.

NOTE: 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.
2.1 Troubleshooting Process Steps
The troubleshooting process steps are as follows:
 Step 1. Define the symptoms.
 Step 2. Establish a theory of probable cause.
 Step 3. Test the theory to identify and isolate the source.
 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.

1. Define the symptoms

The first step in the troubleshooting process is to gather and
analyze information about the problems because When a PC
breaks down, the cause might be as simple as a loose wire or
connector, or as complicated as an IC or sub-assembly failure.
Before you open your toolbox, you must have a firm
understanding of all the symptoms. 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.

2. Establish a Theory of Probable Cause

 The second step in the troubleshooting process is to establish
a theory of probable cause. First, create a list of the most
common reasons for the error. Even if the customer thinks
there is a major problem, start with the obvious issues before
moving to more complex diagnoses, as outlined here:

1. Check whether the device is powered off.

2. Determine whether the power switch for an outlet is turned
off.
3. Check whether the surge protector is turned off.
4. Ensure that there are no loose external cable connections.
5. Check whether there is a non-bootable disk in the
designated boot drive.
6. Look for the incorrect boot order in the BIOS setup.

List the easiest or most obvious causes at the top. List the more
complex causes at the bottom. If necessary, conduct internal
(logs, journal) or external (internet) research based on the
symptoms. The next steps of the troubleshooting process involve
testing each possible cause.

3. Test the Theory to Determine the Cause

You can determine an exact cause by testing your theories of
probable causes one at a time, starting with the quickest and
easiest. Some common steps to determine the cause of the
problem are as follows:

1. Ensure that the device is powered on.

2. Ensure that the power switch for an outlet is turned on.
3. Ensure that the surge protector is turned on.
4. Ensure that external cable connections are secure.
5. Ensure that the designated boot drive is bootable.
6. Verify the boot order in the BIOS setup.
Once the theory is confirmed, you can determine the steps to
resolve the problem. As you become more experienced at
troubleshooting computers, you will work through the steps in
the process faster. For now, practice each step to better
understand the troubleshooting process.
If you cannot determine the exact cause of a problem after
testing all your theories, establish a new theory of probable
cause and test it. If necessary, escalate the problem to a
technician with more experience. Before you escalate, document
each test that you tried.

4. Establish a Plan of Action to Resolve the Problem and

Implement the Solution
After you have determined the exact cause of the problem,
establish a plan of action to resolve the problem and implement
the solution. Sometimes quick procedures can correct the
problem. If a quick procedure does correct the problem, verify
full system functionality and, if applicable, implement preventive
measures. If a quick procedure does not correct the problem,
research the problem further and then returns to Step 2 to
establish a new theory of the probable cause.

5. Verify Full Functionality and, if Applicable, Implement

Preventive Measures
After the repairs to the computer have been completed, continue
the troubleshooting process by verifying full system functionality
and implementing the preventive measures needed, as outlined
here:

1. Reboot the computer.

2. Ensure that multiple applications work properly.
3. Verify network and Internet connections.
4. Print a document from one application.
5. Ensure that all attached devices work properly.
6. Ensure that no error messages are received.

Verifying full system functionality confirms that you have solved

the original problem and ensures that you have not created
another problem while repairing the computer. Whenever
possible, have the customer verify the solution and system
functionality.

7. Document Findings, Actions, and Outcomes

After the repairs to the computer have been completed, finish the
troubleshooting process with the customer. Explain the problem
and the solution to the customer verbally and in writing.
3.0 POWER SUPPLY UNIT
The power supply is the silver box that is usually located in the
rear right quarter of the enclosure. Ac enters the supply through
the ac line cord, which is connected at the rear of the enclosure.
A supply then produces a series of dc outputs that power the
motherboard and drives. The importance of a power supply is
easy enough to understand, but its implications for system
integrity and expandability might not be as obvious. Power
supplies sustain a great deal of electrical stress in normal
everyday operation. The conversion of ac into dc results in
substantial heat, which is why so many power supplies are
equipped with a cooling fan. Surges, spikes, and other anomalies
that plague ac power distribution (especially in underdeveloped
regions of the world) also find their way into PC power supplies,
where damage can occur.
The quality of a power supply’s design and components used
dictate how long it will last in operation. A quality supply will
resist power problems and tolerate the rigors of normal
operation, but a sub-standard supply can fail spontaneously after
only a few months of operation. When replacing or upgrading a
power supply, be sure to choose a reliable model. Power supplies
also limit a system’s expandability. Every element used in the PC
requires a certain amount of power (marked W for watts). The
supply must be capable of producing enough power to
adequately meet the system’s demand. An under-powered supply
(typical in low-profile systems) or a supply overloaded by
excessive expansion (which frequently occurs in tower systems)
might not be able to support the power needs of the system.
Inadequate power results in very strange system behavior such
as unpredictable system lockups, random memory faults,
or disk-access problems. When replacing a power supply, be
certain that the new supply can provide at least as much power
as the supply being replaced. When upgrading a supply, choose a
supply that offers at least 50 watts more than the original supply.
3.1 Checking a Faulty Power Supply
If the power supply is damaged or does not work, the computer
also will not be able to work. Before starting to repair computer
power supply, we have to identify the cause of the damage.
Damage to the power supply is usually caused due to three
factors, it could be due to unstable voltage, excessive load, and
or poor grounding system. We can test if the power is good
through the following steps.

1. First of all, off the PSU power cable from the electrical
connections.
2. Unplug the PSU outputs connected to all computer
components.
3. Prepare wires jumper 10 to 20 cm and remove the insulator
at both ends.
4. Hold the cable output PSU (port with 20 pins or 24-pin), and
then connect the green cable with the black cable using a
cable jumper.
5. Plug back the PSU power cable that has been disconnected
from the mains.
6. If both the cables were connected, and the fan is spinning,
then the power supply condition is good, and if the fan is
not spinning, then the power supply may be damaged.

Also check every cable based on its color. Here’s a list of the
output voltage of the power supply.

 Red: +5 volts
 White: –5 volts
 Black: 0 volt ground
 Yellow: +12 volts
 Blue: – 12 volts
 Purple: + 5 volts stand by
 Orange: + 3 volts
 Green: DC ON
 Brown: Sense-voltage to MB
If the conditions above are not perfect, replace the PSU or send
it to a technician for components check.

4.0 COMPUTER START-UP FAILURE

Computer start up also known as booting is initialization process

—not an event. From the moment that power is applied until the
system sits idle at the command-line prompt or graphical
desktop, the PC boot process is a sequence of predictable steps
that verify the system and prepare it for operation.

By understanding each step-in system initialization, you can

develop a real appreciation for the way that hardware and
software relate to one another—you also stand a much better
chance of identifying and resolving problems when a system fails
to boot properly. This part of the chapter provides a step-by-step
review of a typical PC boot process.

By definition computer start up failure refers to a situation where

a computer cannot load the operating system files or programs it
requires for it operation. Is used to describe an issue with the
computer prevent it from booting.

4.1 THE BOOTING PROCESS

For us to effectively troubleshoot and fix computer start up

failure we need understand booting process because from the
moment power is applied to the computer and when the
computer is ready for use a lot could go wrong.

Let’s understand What happens when the computer switch is

pressed. How our computer gets started? What all things go in
backend so that our computer is ready to run the application
programs? We have been using the computer from a long time
but have never thought what steps our computer system goes
through.
Whenever we press the power button of our computer system, all
the devices get power, and they are initialized. Our main memory
which is responsible for holding the instructions will be initially
empty as RAM is volatile memory. So, there will be small set of
instructions present in the non-volatile memory called ROM.
These instructions will be passed to CPU and the execution of
instructions takes place which will check all the hardware
connected with the system. If there are any problems with the
hardware, we will get the alert by beep sounds or even on-screen
messages. After the testing of hardware is completed, the
booting process continues and load the operating system.

The instructions present in non-volatile memory are hardwired

on motherboard so it can’t be erased.

The small set of instructions present in the ROM is called BIOS

which stands for Basic Input Output System.

Let’s look into detail, the steps involved in the booting process of
operating system now.

Boot Sequence in OS (Steps in Booting)

When computer is powered on, all the hardware components

receive the power and they get initialized. After that, the
computer system goes through 6 step booting process as follows:
1. Loading of BIOS: The small set on instructions present in
the ROM is loaded into the computer memory and CPU
executes those instruction.
2. Power-On Self Test (POST): In order to check the
operability of all the hardware connected to our computer
system, BIOS carries out POST which will check the
hardware components and if any problem is found user is
alerted with POST beeps and POST screen messaged.

3. Loading of Operating System:

o After the successful completion of POST, the bootable
sequence present in CMOS (Common Metal Oxide
Semiconductor) is read by BIOS.
o Based on the bootable sequence it will search
for Master Boot Record (MBR) in bootable device like
floppy disk, CD-ROM and hard disk.
 o If MBR is not found in any of them, the system will halt
by displaying “No Boot Device Found”.
o if MBR is found, the BIOS will load the special
application program called Boot Loader, that will
eventually load the Operating system.
4. System Configuration is Accomplished: After the OS is
loaded, device drivers are loaded into the memory so that
our devices can function correctly.
5. System Utilities are Loaded: System utilities like
antivirus, volume control etc. are loaded into the memory in
this step
6. User Authentication: If any user authentication is being
set, the system will ask the user to enter the credentials and
on receiving the correct credentials the computer system
will run GUI shell (in most cases) or CLI shell.

As BIOS is lightweight, it will just load the Boot Loader which

can load the Complex set of libraries required for loading the
Operating System. BIOS can’t directly load the heavy weighted
set of instructions responsible for loading the Operating System.

Type of Booting:

There are two types of Booting available:

1. Cold Booting/ Hard Booting: Cold booting is the process

when our computer system moves from shut down state to
the start by pressing the power button. The system reads
the BIOS from ROM and will eventually load the Operating
System.
2. Warm Booting/ Soft Booting: Warm booting is the
process in which the computer gets restart due to reasons
like setting the configuration for newly installed software or
hardware. Warm booting is called as rebooting.

When our system get’s hang and we restart the device, we are
doing the Warm booting.

How does a System Boot?

  When we press the power button, all the components of
system get power and they get initialized. Once the CPU is
initialized, it needs instruction to be executed.
 The small set of instructions called BIOS are being loaded
from ROM.
 After the successful completion of Power-On-Self-Test
(POST) BIOS find the bootable sequence from CMOS.
 Based on the bootable sequence, it finds the first bootable
device.
 From the first bootable device, it loads instructions present
from Master Boot Record which is present in logical Sector
0.
 This set of instructions contains the information about the
Boot Loader which can load the Operating System.
 This boot loader information is Operating System specific,
for example the boot loader for Linux is GRUB (GRand
Unified Bootloader).
 The boot loader then load the operating system into the
memory.
 Lastly all the important system files and drivers are loaded
into memory and the control is being passed to operating
system.

Dual Booting of Operating System

When we have two different operating system on our computer it

is called Dual Booting. But now as we have multiple OS present,
bootloader need to load the Operating System which user selects
from the menu that is being displayed on the monitor. If no
action is performed withing few seconds, the default Operating
System is loaded.

We can have multiple Operating System on single bootable

device by Creating Partitions.

By creating partition on the bootable device like hard disk, each

partition can have its own Operating System and during run time
on selection of the Operating System from user, that particular
Operating System is loaded into the memory of the computer
system.
Failure during boot

If the computer cannot boot, we will get a boot failure error. This
error indicates that the computer is not passing POST or a device
in the computer, such as the hard drive or memory, has failed.

You may also hear a beep code to identify which hardware is

failing during the POST.

An error message or blue screen may show on the screen as

operating system files cannot be loaded, due to not being found
or being corrupt.

Troubleshooting BIOS Beep Codes

When a problem is identified with the system during the POST,

the BIOS will normally produce an error message. However, in
some cases the problem is detected so early in the test that the
BIOS cannot even access the video card to print the message! In
this case the BIOS will produce a beeping pattern on the speaker
to tell you what the problem is.

The exact meaning of the beep codes depends on the type and
version of BIOS that you have. The three most popular types of
BIOS are those made by Award, American

Megatrends (AMI) and Phoenix. The beep codes for these BIOS
products are described in this part of the troubleshooter. If you
are using a PC made by a company that writes its own BIOS, you
will have to consult your owner's manual

A single beep during the boot process, usually right before the
BIOS startup screen is displayed, is normal and does not indicate
a failure as long as the boot continues on. Beep codes can be in
several different patterns, depending on the BIOS that you are
using. Some BIOS use very simple beep codes in a pattern of
varying numbers of short beeps, while others may mix short and
long beeps. The Phoenix BIOS is famous for its complicated beep
patterns that are actually in up to four groups--one or more
beeps and then a pause, followed by as many as three more
patterns.

Causes of Start-up Failure

Windows may fail to start for a variety of reasons, and generally

speaking in order of decreasing likelihood here they are:

 Hardware failure
 Bad driver
 Corrupt file or volume
 System misconfiguration
 Virus infection

A common reason system fail to start is because some element of

the system’s hardware has failed. This could range from the
simple (someone kicked the power cord out of its socket) to the
obvious (smoke emitting from the machine) to the mysterious
(something transient that happens only when the moon is full or
during sunspot minimum). Next most common is when you
update the driver for some piece of hardware (or the BIOS for
that matter) and the system won’t boot afterwards. After that
comes those mysterious messages, we’ll talk about shortly that
usually indicate some key operating system file has somehow
become corrupt or gone missing. Misconfiguration is another
possible source of boot problems, but this is somewhat rare as in
most cases you’ll still be able to boot but one or more services
may fail to start, or your applications may not function as
expected. Finally, virus infection can cause a system to fail to
boot, but I’ve listed this in last place because I’m assuming
you’ve got an antivirus solution in place and you’re keeping the
antivirus signature files updated, right?

Now that we know why Windows may fail to start properly, let’s
ask the logical next question: How can we know which of these
underlying causes is the one that might be preventing Windows
from successfully booting?

How to diagnose startup problems

Here is where we need to apply our brains and use a bit of
common sense to determine what the cause of startup failure
might be. Think of the previous list above as a list of disease-
causing viruses, and now you have to play doctor and figure out
which virus the patient (your sick computer) actually might have.
For if you skip this step and try blasting the patient with every
possible remedy in your doctor’s bag, two things may happen:

 One of the remedies you try may actually make the patient
worse and indeed could prove fatal.
 You’ll waste a lot of time and the recovery of your patient
will be delayed, and your boss may get upset with you as a
result since her business is losing money due to downtime.

So careful diagnosis is a step you should always take time for

and never avoid, and just like in the medical profession such
diagnosis usually begins with your senses. For example, do you
smell something burning? Better unplug your system
immediately and wait for things to cool off, then open the case
and inspect the damage. Do you hear your CPU fan making a
slow grinding sound? Power down your system and replace the
fan before your processor burns out and needs replacing. Is your
video display flickering? Maybe try reseating the video card after
checking if the video cable is seated properly.

OK let’s assume its not such a simple and obvious problem.

Instead, say you get a black screen with one of the following
dreaded messages when you try and boot your system:

 “NTLDR is missing”
 “A disk read error occurred”
 “Invalid partition table”
 “Error loading operating system”
 “Could not read from selected boot disk”
 “Windows could not start because the following file is
missing or corrupt”

Or you might get a blue screen (called a STOP screen) with some
obscure message on it. Or if you’re lucky you might make it all
the way through the Windows splash screen to the logon box and
then suddenly get a dialog box saying “One or more services
failed to start”. Or your mouse pointer might freeze and your
system hang either before or immediately after logon. How can
you match these symptoms to the underlying condition that
might be causing them? First let’s look at some possible “black
screen” messages that can occur after the BIOS POST routine
finishes but before the Windows splash screen appears:

Symptom Probable Cause

 “Invalid Partition Table” Master boot record is corrupt

 “Missing Operating due to hard disk errors or virus
System” infection
 “Invalid Partition Table”

 “NTLDR is missing” Boot sector is corrupt due to

 “A disk read error hard disk errors or virus
occurred” infection
 System hangs after BIOS
POST finishes

 “Windows could not start Boot.ini file is corrupt, missing,

because of a computer disk or needs updating.
hardware configuration
problem”
 “Could not read from
selected boot disk”
 “Check boot path and disk
hardware”

 “Windows could not start Boot volume is corrupt or the

because the following file is referenced system file is
missing or corrupt” missing.

In addition to these error messages, a variety of other startup

problems can occur including:
  Blue screens. These are typically caused by hardware
failure or driver problems but can also be due to virus
infection.
 Hung system. These are typically caused by buggy drivers
or by registry corruption but can also be due to virus
infection.
 Dialog box saying “One or more services failed to start”.
This is typically caused by misconfiguration or registry
corruption but can also be caused by application
incompatibility of some form. So what should you do to
resolve such problems?

How to resolve startup problems

Like a doctor’s mysterious black medical bag full of medical

instruments (at least in old movies on TV) the system
administrator also has a set of tools provided by Microsoft for
resolving startup problems like the ones in the table above. In a
nutshell, here’s a quick inventory of the main tools:

 Last known Good. Restores the HKLM\System\

CurrentControlSet portion of the registry its version during
the last successful logon to the system.
 Safe mode. Starts Windows with a minimal set of drivers
and creates a record of which drivers load in %windir%\
Ntbtlog.txt.
 System Restore. Windows XP only feature to restore system
to previously saved configuration.
 Recovery Console. Boots to a command line that allows you
to run various commands.
 Automated System Recovery (ASR). Restores the boot
volume from backup.
 Repair. Run Windows Setup from your product CD and
select the option to try and repair your installation.

Which tool should you use to address each of the symptoms we

described earlier? Assuming there is no obvious hardware
problem (no funny smell) and you’ve already asked yourself the
Golden Question (“What was the last thing I did to this system?”)
then here’s a quick outline that maps the type of knife (may be
several in order of severity) to the kind of surgery (underlying
problem or visible symptom) you need to perform on your
system:

Problem/Symptom Tool(s) to Use

Corrupt master boot Recovery Console (fixmbr)

record (bootre.exe\fixmbr)

Corrupt boot sector Recovery Console (fixboot) (bootre.exe\

fixboot)

Corrupt or missing Recovery Console (bootcfg /rebuildbcd)

boot.ini (bootre.exe\rebuilbcd)

Corrupt system file Recovery Console (chkdsk)

Restore from ASR backup
Perform a Repair install

Corrupt registry Recovery Console (chkdsk)

System Restore
Restore system state from backup
Perform a Repair install

Blue screen First Last known good

System Restore
Safe mode (roll back suspect driver using
Device Manager)

Hung system Last known good

System Restore
Safe mode (roll back suspect driver using
Device Manager)
“One or more Don’t logon! Reboot and select last known
services failed to good, log on, undo the last configuration
start” steps you performed.
Safe mode (undo last configuration steps
you performed)

5.0 MEMORY FAILURE