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General hard drive Support
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Windows 95, 98, ME hard drive Support
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Windows NT, 2000, and XP hard drive support
PC
Troubleshooting
Tips
“I Didn't Do It!” We've all heard it before. Whether you're a help desk technician, a system administrator, or just the whiz kid nephew that the whole family calls for PC help, you're familiar with this response. Dealing with computer problems can be frustrating enough, even without having to start from scratch due to a user who can't tell you what went wrong. This is why it's vital to have a game plan when diagnosing a sick PC. The intention of this article is to walk you through the logical troubleshooting process.
Step
1:
Re-Create
The
Problem
Ask
the
user
to
demonstrate
the
problem.
This
is
an
important
step,
because
sometimes
the
problem
lies
not
with
the
hardware
but
with
the
user.
By
actually
having
the
client
show
you
what
is
happening,
you
can
garner
much
more
information
than
by
assuming
the
client
is
correct
in
his
or
her
diagnosis.
For
example,
a
user
is
complaining
that
his
“sound
card
doesn't
work,”
when
in
fact
the
power
adapter
is
unplugged
from
the
speakers.
Step
2:
Determine
If
The
Problem
Is
Hardware
Or
Software
(or,
gasp,
both!)Determining
if
the
problem
lies
in
hardware
can
sometimes
be
accomplished
by
using
some
basic
senses.
Listen
for
POST
beeps,
bad
cooling
fans,
or
the
infamous
click-click-click
of a
bad
hard
drive.
Smell
for
burning
parts.
Watch
the
computer
POST
and
look
for
error
codes.
Software
problems
usually
occur
more
along
the
lines
of
crashes,
system
hangs,
error
messages,
and
the
like.
Step
3:
Divide
and
Conquer
Isolate
the
problem
by
dividing
it
into
logical
areas
.
For
example,
if
the
computer
produces
an
error
when
reading
from
a
DVD,
the
logical
place
to
look
is
the
DVD
drive
system.
This
system
consists
of
the
DVD
disc,
the
drive
itself,
the
components
that
tell
the
drive
what
to
do,
the
cable
that
connects
the
drive
to
the
motherboard,
and
the
software
being
used
to
read
the
disc.
Any
of
these
can
cause
an
error.
Your
task
is
to
determine
where
the
problem
lies.
Test
and
rule
out
each
part
of
the
system
until
you
find
the
faulty
link
in
the
chain.
Step
4:
Fix
The
Problem
Or
Test
A
Different
Theory
Once
the
problem
has
been
isolated,
repair
can
begin.
Swap
the
part,
change
settings,
update
software,
etc.
If
your
solution
doesn't
work,
start
the
troubleshooting
process
over
again
at
the
appropriate
step.
Be
sure
to
take
notes.
This
step
can
be
frustrating,
but
logic
will
eventually
prevail.
Step
5:
Test
The
Solution
Don't
immediately
assume
that
you
have
totally
repaired
the
PC.
Occasionally,
fixing
one
problem
can
cause
or
reveal
others.
Test
the
computer
yourself
and
then
have
the
user
test
it,
under
normal
operating
conditions,
to
prove
that
the
problem
has
been
solved.
Step
6:
Provide
Feedback
To
The
UserThis
is
often
the
most
overlooked
step
of
the
troubleshooting
process.
I have seen many technicians who fail terribly at this juncture due to lack of patience, extensive use of technical terms, or just plain being condescending. If a user is paying you to work on an issue, they have a right to know exactly what went wrong and how it was fixed. Explain the problem and the solution to your client, without using overly technical terms. Don't assume that your client is less than intelligent just because they don't share your passion for technology. Remember, your technical prowess may get you the job, but your people skills will ensure that you keep it.