Troubleshooting
Troubleshooting is the process of
figuring out how to solve a computer problem. Even with the most updated
software and hardware, occasionally computers can malfunction.
In order to solve a problem, you
must figure out which part of the system is malfunctioning. You will need to
check each component of the computer, unless it is obvious where the problem is
coming from. Isolating the problem will help you solve the problem quickly.
Knowing how to solve these problems with a shortcut perhaps using only a few
keys on the keyboard can save time and effort.
Backing up your important computer files to another source
will ensure that if your problem cannot be corrected, you will still have a
safe copy of your information.
Basic Troubleshooting Steps
1.
Close open programs and windows you are not currently
using.
2.
Make sure all of your cords are connected properly.
3.
Try to repeat the sequence of commands you performed
before the problem occurred. See if this causes the same response by your
computer.
4.
Press the F1 key to access the Help window. You can
search for a solution to your problem once the Help window appears.
5.
If there is an error message, record the full message
for future reference.
6.
Restart your computer to see if it clears the problem.
To restart your computer, open the start window and select the Restart button
instead of the Log Off button.
7.
If restarting the computer does not clear the problem,
shut down the computer and then start it back up again.
8.
If the issue is still not resolved, check the common
technology issues below or call your system administrator.
Common Technology Issues
Below we describe some of the most
commonly encountered technology issues.
Click on the issue to get more information on possible solutions to
correct the problem.
•
The printer is not
working.
•
The computer is frozen.
A program is not responding.
•
The keyboard is not
working.
•
New hardware or
software is working incorrectly.
•
The mouse is not
working.
•
The computer is slow.
•
The browser’s homepage
suddenly changed.
Common Solutions for Technology Issues
Issue: The printer is not working.
•
Check if the printer is turned on. If not, turn
it on and try again.
•
Check if the printer has paper. If not, put
paper in the paper tray and try printing again.
•
Check if the printer has a paper jam. If so,
remove the paper, close the printer, and try printing again.
•
Ensure that all printer cables are properly
connected.
•
Turn off the printer and turn on again.
•
Check to see if a new printer driver is needed.
Do this by going to the manufacturer’s website to search for your printer model
and checking for any updated driver. Seek assistance from your system
administrator before installing any drivers.
Issue: The computer is frozen. A program is not responding.
•
Push the Ctrl, Alt, and Delete keys at the same
time. Then, start the Task Manager, highlight the program’s name, and hit the
End Task button.
•
Perform a hard reboot by simply pressing the
on/off button to turn off the computer manually. This action should only be
done as a last resort if you have an unresponsive program or critical error.
This process could cause data loss or corruption. Once
the computer is responding again, run a virus check.
Issue: The keyboard is not working.
•
Make sure the keyboard is connected to the
computer. If not, connect it to the computer.
•
If you are using a wireless keyboard, try
changing the batteries.
•
If one of the keys on your keyboard gets stuck,
turn the computer off and clean with a damp cloth.
•
Use the mouse to restart the computer.
Issue: New hardware or software is working incorrectly.
•
Verify your computer meets the requirements of
the program or utility.
•
Uninstall and install the program.
•
There could be a conflict with another installed
program and you should contact your system administrator.
Issue: The mouse is not working correctly.
•
Check if the mouse is securely plugged into the
computer. If not, plug it in completely.
•
Check to see if the cord has been damaged. If
so, the mouse may need replacing.
•
If you are using a cordless mouse, try pushing
the connection button on the underside of the mouse to reestablish a
connection.
•
Clean the mouse, especially on the bottom.
Issue: The computer is slow.
•
Restart
your computer.
•
Verify that there is at least 200-500 MB of free
hard drive space. To do so, select Start and click on My Computer or Computer.
Then highlight the local C drive by clicking on it once. Select the Properties
button at the top left-hand corner of the window; this will display a window
showing how much free and used space you have. If you need to recapture space:
-
Empty your
recycle bin by right-clicking on the Recycle Bin icon (usually on the
desktop), then selecting Empty Recycle Bin.
-
Check your mail
files. Remove any large attachments
and delete unused mail.
-
Images and videos take up a lot of space, so consider
moving those to an external drive.
-
Remove temporary
files from the Internet. To do so:
o
Click Start button | My Computer or
Computer. o Click Open Control Panel at the top of
the window. o Click
Network | Internet |Internet Options.
o
Select the General tab and click Delete under
Browsing History.
-
Perform a disk
cleanup. To do so:
o
Click Start button | My Computer or Computer. o Highlight the local C drive by clicking
on it once.
o
Select the properties button at the top left of
the window. o Go
to the General tab and select Disk Cleanup.
o
Once the Disk Cleanup finishes running, click on
Clean up System Files; this will delete any unnecessary system-related files
from your local disk.
-
Information in computer files changes often, resulting
in gaps or spaces within the file.
This takes up more space on the computer and can cause the
computer to slow down.
To reclaim these gaps in space,
run disk defrag. To do so: o Click
start | My Computer or Computer. o Highlight
the local C drive by clicking on it once.
o Select
the properties button at the top left of the window.
o Go to the Tools tab and select Run
Defragmentation.
•
Old or unused programs that aren’t being used
may still have components running behind the scenes when you start your
computer, which can slow down the system.
You can prevent these programs from running when you start your computer
by removing unused shortcuts and turning off unused program services.
-
Remove unused shortcuts from Windows startup o Click
Start button | Select All Programs | Click Startup o Right-click
the shortcuts that you do not use and click delete
-
Disable unused program services o Click
Start button | Control Panel | Administrative Tools | Services o For
each program/service that you are certain that you do not need, click on the
Service to highlight it, click the Stop link to stop the service from running,
then double-click the service, choose Startup Type of Disabled, and click OK.
•
Run a virus scan to remove potential viruses
that can slow down your computer.
Issue: The browser’s homepage suddenly changed.
•
This is a common symptom that a virus or browser
hijacker may have infected the computer.
•
Try re-setting the home page to the default:
o In Internet Explorer:
§
On the Tools menu, click Internet Options.
§
Click the General tab.
§
In the Address box, type the Web address you
want for your home page. § Click OK.
o In Mozilla Foxfire:
§
Open the web site you want to set as your home
page.
§
Click the icon to the left of the web address
and drag it to the Home button. § Click Yes.
•
If the home page still reverts back to the “new”
page, do an Internet search using keywords that include the name of the “new”
homepage and the word “virus.” If there is a virus, this search may reveal more
information on the virus and how it can be safely removed. Run a virus scan.
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