Chapter 4 Chapter 4: Troubleshooting Computer Problems A Guide to Computer User Support for Help Desk and Support Specialists second edition by Fred Beisse Learning Objectives Chapter 4 The troubleshooting process and the thinking skills required for successful troubleshooting The tools used to troubleshoot computer problems Develop a personal problem-solving strategy What Is Troubleshooting? Chapter 4 Troubleshooting: the process of defining, diagnosing, and solving computer problems Uses several thinking and communications skills, information resources, strategies, and methods Is troubleshooting a step-by-step or an iterative process? Is troubleshooting a scientific or creative process? Sequential versus Iterative Problem-solving Chapter 4 Troubleshooting as an Iterative Process Chapter 4 A repetitious process A creative process that requires flexibility Involves several paths or approaches to problems Steps are repeated in a loop until a fruitful path is found Thinking Skills Used in Troubleshooting Chapter 4 Problem solving Get from X to Y quickly, accurately, effectively, or efficiently (trends, etc) Critical thinking Look for underlying logic, find alternative ways Decision making Select an alternative way, pros and cons Tools Troubleshooters Use Chapter 4 Communication skills Listening skills, User’s perspective Information resources Personal experiences, knowledgebase, contacts Diagnostic and repair tools Remote Access software, Hardware, Software, Network Problem-solving strategies Look for an obvious fix, try to replicate the issue Personal characteristics Patience and Persistence Critical Questions Chapter 4 Critical Questions – Designed to elicit important additional information from a user Challenge assumptions a support specialist might make Often reveal information the user wouldn’t have thought to relate Five Critical Questions Chapter 4 1. What were you doing just before you first noticed the problem? 2. Have you ever had this problem before? 3. Has this system (or component) ever worked? 4. Is the problem repeatable? 5. Have you made recent hardware or software changes to your system?
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