Troubleshooting Troubleshooting

TechnologyTechnology

Don't panic.Don't panic. Many computer problems appear Many computer problems appear more serious than they really are.more serious than they really are.

It may look like the computer has It may look like the computer has crashed and all your data is lost crashed and all your data is lost forever. But there are a host of forever. But there are a host of problems that keep you from problems that keep you from

reaching your data or the reaching your data or the network that can be fixed, network that can be fixed, sometimes in a matter of sometimes in a matter of

minutes. minutes.

Make sure there really is a problem.Make sure there really is a problem.

Can't start your computer? Check the basicsCan't start your computer? Check the basics. .

• Examine the cables, connectors, and power cords to Examine the cables, connectors, and power cords to make sure they're plugged in securely. Often times a make sure they're plugged in securely. Often times a loose cable or connector (power, network, keyboard, loose cable or connector (power, network, keyboard, mouse, speaker, monitor cable, etc.) is the cause of mouse, speaker, monitor cable, etc.) is the cause of the problem. the problem.

• If you're using a power strip or a surge protector, If you're using a power strip or a surge protector, make sure it's on and that it works. Remember that a make sure it's on and that it works. Remember that a surge protector may not be working because it is surge protector may not be working because it is designed to self-destruct. When an electric jolt is too designed to self-destruct. When an electric jolt is too much, your surge protector takes the hit saving your much, your surge protector takes the hit saving your more expensive hardware from the voltage. more expensive hardware from the voltage.

• Try plugging something else directly into the electrical Try plugging something else directly into the electrical outlet to make sure there isn't a power problem outlet to make sure there isn't a power problem

• Check to see if your monitor is on. Sounds silly, but it Check to see if your monitor is on. Sounds silly, but it has solved my own problem more than once. has solved my own problem more than once.

Can’t get on to the network or Can’t get on to the network or the Internet?the Internet?

Check to see if anyone else around you is Check to see if anyone else around you is having a similar problemhaving a similar problem. . If so, there may be a If so, there may be a service outage affecting a wider areaservice outage affecting a wider area

Check to make sure the network cable is Check to make sure the network cable is connected to both the computer and the wall or connected to both the computer and the wall or modem. modem.

Check where the network cable connection is Check where the network cable connection is made to the back of the computer, you should made to the back of the computer, you should see a little green light right where the cable see a little green light right where the cable connects. If the light isn’t on or flashing, then connects. If the light isn’t on or flashing, then you are not getting a signal to the computer. If you are not getting a signal to the computer. If rebooting doesn’t fix it, contact the Help Desk rebooting doesn’t fix it, contact the Help Desk or your ISP.or your ISP.

Error Messages - Write them Error Messages - Write them down.down.

• What tipped you off to the problem? What tipped you off to the problem? Sometimes it's an error code or message Sometimes it's an error code or message displayed on screen. Be sure to write it down displayed on screen. Be sure to write it down — it may describe the problem and how — it may describe the problem and how serious it is. Be sure toserious it is. Be sure to document the exact document the exact wording of any error messages. This can wording of any error messages. This can make the job of the Help Desk much faster. make the job of the Help Desk much faster.

• Other times you get no warning — everything Other times you get no warning — everything just freezes. Message or no message, be sure just freezes. Message or no message, be sure note what was going on when the problem note what was going on when the problem occurred. Were you starting your computer? occurred. Were you starting your computer? Were you on the Windows Desktop? Were you Were you on the Windows Desktop? Were you in a particular application? Surfing the Web? in a particular application? Surfing the Web?

Think about what changed recently on your computer.Think about what changed recently on your computer. Try to pinpoint when the trouble first started. Did the Try to pinpoint when the trouble first started. Did the

problem coincide with any recent changes?problem coincide with any recent changes? • Did you change any settings? If you did you Did you change any settings? If you did you

might want to change them back the way might want to change them back the way they were. they were.

• Any peripherals been added or removed Any peripherals been added or removed recently (such as a printer or external recently (such as a printer or external Memory Card reader?) Memory Card reader?)

• Has anyone else been using your computer Has anyone else been using your computer recently? recently?

• Have downloaded anything off the Web? File Have downloaded anything off the Web? File sharing and free MP3’s are an easy way to sharing and free MP3’s are an easy way to get a virus on your machine. get a virus on your machine.

The computer is on butThe computer is on but… … Everything on the screen is frozen and the Everything on the screen is frozen and the

keyboard and mouse are not respondingkeyboard and mouse are not responding. . Try tapping on the Num Lock key. It’s Try tapping on the Num Lock key. It’s

located on the right-hand side of the located on the right-hand side of the keyboard above the number 7. While keyboard above the number 7. While tapping the Num Lock key, notice tapping the Num Lock key, notice whether or not the Num Lock light goes whether or not the Num Lock light goes on and off. If it doesn’t, the computer is on and off. If it doesn’t, the computer is completely locked up. You’ll have to completely locked up. You’ll have to REBOOT the computer. If the light does the computer. If the light does go off and on, wait a minute before go off and on, wait a minute before giving up hope. It may come back to giving up hope. It may come back to life on its own. life on its own.

Pressing Alt + F4Pressing Alt + F4 If a software program stops working If a software program stops working

or freezes up, try pressing the or freezes up, try pressing the ALT+F4 keys to close the window ALT+F4 keys to close the window that you’re currently working in. that you’re currently working in. This can shut down a frozen window This can shut down a frozen window and bring the computer back to life. and bring the computer back to life. If the keyboard is frozen as well, If the keyboard is frozen as well, you’ll have to you’ll have to reboot.

The “Blue Screen” has appeared.The “Blue Screen” has appeared. The dreaded The dreaded

“Blue Screen of “Blue Screen of Death”. There’s Death”. There’s not a lot to be not a lot to be done except to done except to reboot the the machine. If it machine. If it keeps occurring, keeps occurring, this is an this is an indication of a indication of a major problem major problem with the with the computer.computer.

The computer is on, but there is The computer is on, but there is no sound.no sound.

Is there a speaker icon next to the clock Is there a speaker icon next to the clock on the taskbar? (It’s in the lower right on the taskbar? (It’s in the lower right side of the screen) If you can find it, side of the screen) If you can find it, double click the double click the speakerspeaker icon to bring icon to bring up the audio controls for the computer. up the audio controls for the computer. See if any of the volume controls have See if any of the volume controls have been muted or turned all the way down. been muted or turned all the way down. Uncheck any Uncheck any MuteMute boxes that are boxes that are selected.selected.

Computer Speakers require power!Computer Speakers require power!

The computer is on, but the The computer is on, but the keyboard doesn’t workkeyboard doesn’t work

Swap the keyboard or try plugging Swap the keyboard or try plugging the keyboard into another computer. the keyboard into another computer. If it doesn't work on the other If it doesn't work on the other computer, there is likely something computer, there is likely something wrong with the keyboard. If it does wrong with the keyboard. If it does work on the other computer, there is work on the other computer, there is likely something wrong on the likely something wrong on the computer or the connection to the computer or the connection to the computer.computer.

CTRL-ALT-DELCTRL-ALT-DEL When you press the Ctrl-When you press the Ctrl-

Alt-Delete buttons Alt-Delete buttons together, you will bring up together, you will bring up a control panel where you a control panel where you can select “Task Manager” can select “Task Manager” and see if any of the and see if any of the programs are shown as programs are shown as “not responding”. You “not responding”. You may be able to shut down may be able to shut down the offending program the offending program from there. If you can’t from there. If you can’t get to this screen, you’ll get to this screen, you’ll have to have to reboot.

Rebooting can do wonders.Rebooting can do wonders. Don’t just pull the plug!Don’t just pull the plug!

A simple reboot may clear up the problem. Go to the Start A simple reboot may clear up the problem. Go to the Start Menu and select Shutdown. Didn't work? It's time to try a Menu and select Shutdown. Didn't work? It's time to try a forced reboot — with, unfortunately, no way to save your forced reboot — with, unfortunately, no way to save your work — by pressing the keys work — by pressing the keys CTRL-ALT-DELCTRL-ALT-DEL simultaneously twice in a row. simultaneously twice in a row.

If that didn't work, you have no choice: you have to turn the If that didn't work, you have no choice: you have to turn the computer off manually with the power switch. Hold the computer off manually with the power switch. Hold the power button down (for about 5 -10 seconds) and the power button down (for about 5 -10 seconds) and the computer will shut down. Wait at least 10 seconds for the computer will shut down. Wait at least 10 seconds for the hard drive to stop spinning and then restart the machine. hard drive to stop spinning and then restart the machine.

If the computer starts up, start the applications you were If the computer starts up, start the applications you were using when the crash occurred. Some programs, like using when the crash occurred. Some programs, like Microsoft Word, make timed backups of your work and may Microsoft Word, make timed backups of your work and may bring up recovered files. If the program notifies you that bring up recovered files. If the program notifies you that there is a “recovered document” save the file under a there is a “recovered document” save the file under a different name and compare them to your previously saved different name and compare them to your previously saved files. files.

Why is my computer so slow?Why is my computer so slow?

What is running in the background?What is running in the background? How much free space on hard drive?How much free space on hard drive? How much memory is installed?How much memory is installed? Do you have a virus?Do you have a virus? Running “msconfig” to turn off Running “msconfig” to turn off

startup items to speed up the startup items to speed up the computer (MY Favorite!)computer (MY Favorite!)

Plugins/Add-onsPlugins/Add-ons

Internet Explorer (at least 6.0 or >)Internet Explorer (at least 6.0 or >) Acrobat ReaderAcrobat Reader Shockwave PlayerShockwave Player Flash PlayerFlash Player JavaJava Media Player 11Media Player 11 QuickTimeQuickTime

Basic Printing Basic Printing ProblemsProblems

If printer doesn’t print at If printer doesn’t print at all, check connection with all, check connection with computercomputer

Make sure the printer is Make sure the printer is online both hardware and online both hardware and in Windowsin Windows

Make sure printer port is Make sure printer port is going to the right printer going to the right printer (local or network(local or network))

USB 2.0 USB 2.0 All new Dell PCs use USB ports for input All new Dell PCs use USB ports for input

devicesdevices Keyboard, mice, printer, scannerKeyboard, mice, printer, scanner No regular keyboard/mice ports anymoreNo regular keyboard/mice ports anymore Fewer Parallel printersFewer Parallel printers Floppy drive is not standard (flash drives)Floppy drive is not standard (flash drives) Can plug/unplug USB devices with power Can plug/unplug USB devices with power

on.on.

Tips/SuggestionTips/Suggestion

Backup important files! (burn to cd/flash drive?)Backup important files! (burn to cd/flash drive?) Keep software cds for re-installs if neededKeep software cds for re-installs if needed Let the computer boot up completely.Let the computer boot up completely. Let “Pong” finish completelyLet “Pong” finish completely Run “Disk Cleanup” occasionallyRun “Disk Cleanup” occasionally Check Time/DateCheck Time/Date Make sure Sophos is updatedMake sure Sophos is updated Keep Windows updatedKeep Windows updated Plugins updatedPlugins updated Turn OFF windows Firewall on school computerTurn OFF windows Firewall on school computer

Disk CleanupDisk Cleanup To run disk cleanupTo run disk cleanup

• Right click on C: driveRight click on C: drive• Go to PropertiesGo to Properties• Click on Disk CleanupClick on Disk Cleanup• After an analysis of After an analysis of

your machine, you will your machine, you will get a list of all get a list of all temporary/unneeded temporary/unneeded files that can be deletedfiles that can be deleted

• Click OK to delete files Click OK to delete files to clean up space on to clean up space on your driveyour drive