CHAPTER 3

1. CTS 217: Computer Training & Support CHAPTER 3 Skills for Troubleshooting Computer Problems

2. Chapter Objectives In this chapter, students will learn about: • The troubleshooting process and thinking skills required • Communication skills for troubleshooting • How to use information resources to help solve computer problems • Diagnostic and repair tools • Strategies for troubleshooting • How to develop your own approach to problem solving

3. Introduction • Solving problems most frequent task user support agents perform • Varied user concerns • Information requests • ? about tasks (data validation in Excel) • Product complaints • Problem preventing hardware or software use • Might have quick solution (seen it before) or might have to look it up • This chapter: tools, methods, strategies for difficult problems

4. What is Troubleshooting? • Troubleshooting is the process of defining, diagnosing, and solving computer problems • Uses thinking and communications skills, information resources, strategies, and methods (NOT always fixed steps) • Is troubleshooting: • A step-by-step process? • An iterative process? Loops, false starts, dead ends • A scientific process? Rules of logic • A creative process?

5. Sequential versus IterativeProblem-Solving Processes p. 104

6. T/S as an Iterative Process • A repetitious process • A creative process that requires flexibility, thinking skills, and patience • Involves several paths or approaches to problems • Steps are repeated in a loop until a fruitful path is found • Avoids hit-or-miss, trial-and-error approach to troubleshooting

7. T/S as an Iterative Process • Fixed sequence: might find solution, might not • Hit-or-miss / Random: might fix it, might not, could make it worse! • Physical tools: diagnostic programs, multimeter • Databases: knowledge bases • Thinking skills: Have you seen it before?

8. Thinking Skills Used In T/S • Problem solving • Critical thinking • Decision making

9. Problem Solving • Problem solving is a process that moves from the current state X to a goal state Y • Considers alternate paths to get from X to Y • Objective is to get from X to Y quickly, accurately, effectively, or efficiently • Look for: • Analogies: how is this problem similar to others? eMachines restoration & Linux install • Contradictions: two facts cannot be true at the same time (NIC works in one PC, bad slot?)

10. A Problem-Solving Model p. 105 • Grinding noise? Dried ink around cartridge dock • Need maintenance kit? Slick rollers keep paper from feeding properly

11. Critical Thinking • Critical thinking is the cognitive skills used to: • Analyze a problem (personal experience) • Search for underlying logic or explanation • Find alternate ways to think about or explain an event or situation • Examples of critical thinking skills: • Mental models • Hypothesis testing • Creativity • Metacognition

12. Critical Thinking Skills • Mental model: a conceptual picture to help understand how a system works • Based on education and experience • Computer won’t boot: at POST level or o/s file missing? • Hypothesis testing: a guess or prediction about the cause of a problem and a test to prove or disprove the hypothesis • Based on mental model or experience • Printer garbage characters – driver or cable?

13. Critical Thinking Skills • Creativity: the ability to find a novel or innovative solution to a problem • Think outside the box; apply what you know • Seen a similar problem? • Metacognition: the ability to step back from a problem and think about your own thought processes • Challenge your assumptions • Did you assume hardware, and it might be software?

14. Metacognition • Common metacognitive questions: • What assumptions did I make? • Where did I go wrong in my approach? • Why did one problem-solving approach work when another did not? • How could I have thought differently about this problem? • EXAMPLES • Restore CD would hang – assumptions: bad CD, bad CD drive ACTUAL problem: defective memory • Application crashes (illegal operation) – software, right? ACTUAL problem: defective brand new memory chip

15. Decision Making Decision making is an ability to: • Select an alternative from among completing alternatives • Weigh the pros and cons of each alternative against predefined criteria • Reach a decision • Which test will most likely fix it? • Tests can be lengthy…choose wisely

16. Tools Troubleshooters Use • Communication skills (Chapter 2) • Information resources • Diagnostic and repair tools • Problem-solving strategies • Personal characteristics

17. Communication Skills • Most troubleshooting situations require at least some communication with an end user or vendor about a problem • Types of communication skills • Basic listening skills • Active listening • Probes • Critical questions • Explanation • Verification

18. How Troubleshooters Use Communication Skills • To get a basic description of a problem • To learn the user’s perspectives on the problem • To probe for additional information • “won’t do anything” – no power, beep codes, no desktop? • To effectively communicate a solution back to the user

19. Basic Listening Skills • Listen to the words a user chooses to describe the problem • Don’t jump to conclusions; can be less efficient • Allow a user enough time to explain a problem • Try to obtain as accurate a description of the problem as possible • Tip: Listen for causal If…Then … statements

20. Active Listening • Active listening occurs when the listener is as engaged in the communication process as the speaker • Compared to a passive receiver of information • Example: • “If I try to adjust my monitor, then the screen goes blank.” • Possible reasons why?

21. Paraphrasing • Paraphrasing is an active listening skill in which you restate in your own words what you heard a user say • Used to resolve misunderstandings and get a clear problem description; verify understanding • Example: • End user description: “I don’t know what happened, but the program doesn’t work.” • Support specialist paraphrase: “Let me make sure I understand. The program used to work, but now it doesn’t?” • Rest is on p. 110

22. Probes • Probes are follow-up questions designed to elicit additional information about a problem • A sequence of probes often clarifies a problem situation • Example: • “When your computer crashes, is it always running the same program or different ones?” • Page 111: Role Playing Scenario

23. Critical Questions • Critical Questions are designed to elicit important additional information from a user • Challenge assumptions a support specialist might make • Often reveal information a user wouldn’t have thought to relate • Things to try when you’re stuck; get beyond the dead end • Make checklist • Browser issue: Flash Player won’t play; installed successfully  reset defaults on Security & Adv. tabs

24. Five Critical Questions • Has this system or component or feature ever worked? CorelDraw printing • Have you ever had this problem before? Cheap DVDs • Can this problem be replicated? Sign in problem in one lab only • Is it repeatable? • What were you doing just before you first noticed the problem? Power outage • Have you made recent hardware or software changes to your system? Recent installation

25. Explanation • Explanation is a communication skill in which a support specialist describes a solution to a problem so a user understands: • Why the problem occurred • The steps required to resolve it • Explain it on THEIR level; might not have to call back next time

26. Verification • Verification is a communication skill in which a support specialist makes sure that a user agrees that a problem has been resolved satisfactorily • Resolve difference if user thinks problem not solved • Rebooted router – access network now??

27. Information Resources for T/S • Personal experience • Won’t know it all • More bkgrd info and exp. = better mental models • Recall = good; must also search well (rapid changes) • Scripts and checklists • Knowledge bases • Coworkers and other professional contacts • Support vendors and contractors • Escalation and team problem solving

28. Personal Experience • Based on a support agent’s education, career background, and previous experiences • Search personal knowledge for information about a problem or for similar problems • Seen it before? What did you do? • Tip: Develop a problem notebook • Make notes after a problem is solved, and organize them by symptoms, equipment type, date, etc. [Put in Word or Access – searchable] • Notes about mods to databases

29. Scripts and Check Lists • A script lists questions to ask and follow-up probes • Organized as: • A flowchart • A decision tree • Arranged in a logical sequence • Covers all possible known paths to solve a problem • Example: See Figure 3-5 on page 115 (printer LED lights)

30. Knowledge Bases • A knowledge base is an organized collection of information that is a resource in problem solving • Articles • Procedures • Tips • Pointers to information • Solutions to existing problems • Notebook [database] mentioned on previous slide

31. Examples of Knowledge Bases • Vendor manuals – service manuals 8710p • Trade books (use to supplement poor vendor manuals) • Trade periodicals: computer magazines • Online help: might be online vendor manual, t/s wizards • Web sites (MS, Dell, HP) • Search engines

32. Search Engine Guidelines • Use keywords that are nouns • Use present tense verbs • Include vendor name, model number, version number • Include operating system and version • Put quotes around phrases (errors) • Put + sign before essential keywords • Use Boolean operators AND OR NOT

33. Coworkers and Other Prof. Contacts • Coworkers: another set of eyes; see something you don’t • Discussion forums: search might lead you here • Listservs: An automated service that distributes e-mail messages posted to the ListServ to subscribers • Search archives; high volume of email • Newsgroups: An Internet discussion in which participants with common interests in a topic post messages; electronic bulletin board • RSSfeeds: A service that aggregates information from Web resources (blogs, forums, news) and delivers it to subscribers in a convenient format

34. Support Vendors and Contractors • May have seen a baffling problem before and be able to offer suggestions to resolve it • Email access to tech support or sign in to KB • Outsourcing: an agreement with a support services contractor for problem-solving assistance for a fee • Handle incident that require special expertise • Backup to in-house support staff when volume of incidents is heavy

35. Escalation and Team Prob. Solv. • Escalation is a referral of a difficult or complex problem to a higher support level for resolution • Team approach to problem solving • Mutual problem solving assistance • Team owns the problem, not an individual

36. Diagnostic and Repair Tools • Software utilities that help troubleshoot computer problems • Categories • General-purpose and remote diagnosis • Hardware problem diagnosis • Software problem diagnosis • Network problem diagnosis

37. General-Purpose and Remote Diagnosis tools • Remote access utilities help support users in distant locations • Support agents can: • View a remote user’s screen • Enter commands on user’s system • Examples: http://www.remotepcaccess.net/ • Expertcity’sGoToAssist • Rapid Assist • Symantec’s pcAnywhere • Security concerns: use VPN, user authentication and encryption

38. Hardware Problem Diagnosis Utils • Preinstalled on computers; boot menu key • Detect defective hardware components • Identify performance problems • Recover some lost data • Document and optimize configuration information • Examples: • Symantec’s Norton SystemWorks [Ghost] • PC Diagnostics • PC-Doctor

39. Software Problem Diagnosis Utilities • Identify configuration information • Identify and repair s/w installation and configuration problems • Repair Windows registry • Examples: • PC Tools’ Registry Mechanic • iolo technologies System Mechanic • Belarc Advisor • Dean Software Design’s PC Surgeon

40. Network Problem Diagnosis Utilities • Identify network connectivity and configuration problems • Monitor network operation and performance • Identify some security breaches (unauth. access) • Help recover from network problems • Examples: • EMC’s SMARTS • Solar Winds • Packet Trap’s Network and Traffic Analyzer • Manage Engine’s OP Manager

41. Network Problem Diagnosis Utilities • Remote mgmt: manage distribution of software to myriad of PCs • Performance mgmt: track uptime, identify problems • Keep tools at fingertips (flash drive)

42. 8 Common P/S Strategies • Look for a simple, obvious fix • Attempt to replicate a problem • Examine the configuration • Initiate a root cause analysis • View a system as a group of subsystems • Use a module replacement strategy • Apply a hypothesis-testing approach • Restore a basic configuration

43. Look for a Simple, Obvious Fix • Most computer problems are simple • Develop a checklist of possible alternatives • Check for disconnected cables • Reboot the system • Table 3-1: Monitor Power Plug • Plug and replug just to be sure; outlet working? • Shut down or reboot • May solve: low memory, device conflicts, app freezes, inoperative peripherals

44. Attempt to Replicate the Problem • Replication is a process of trying to repeat a problem in the same or a different situation or environment • Try moving a problem to a different computer or another user • Examine results: • The problem also appears in a different environment • The problem is localized; dependent on a specific environment COMPARE THE DIFFERENCES!

45. Examine the Configuration • Many problems occur because a combination of hardware and software do not work well together • Check on hardware and software • Installation requirements (chk doc) • Possible incompatibilities • Not supported by o/s • Current driver • Resource conflict

46. Initiate a Root Cause Analysis • Root cause analysis is a strategy that looks beyond the visible symptoms of a recurring problem to search for an underlying cause • An iterative process • Asks a series of Why? • Steps • Identify (in writing) what the problem is • Describe (in writing) why the problem occurs • Return to step 1 until the root cause of a problem is identified (5+ interations)

47. View a Systemas a Group of Subsystems • A block diagram of the subsystems and their relationship to each other is sometimes helpful • Start at: • Either end of a chain of events • In the middle of the chain • Trace the problem forward or backward • Memo with wrong font p. 128-129 why?

48. Use a Module Replacement Strategy • Module replacement replaces a hardware or software component with one that is known to work • Swap out suspect hardware components • Don’t replace too many at once • Reinstall software packages • Repair option

49. Apply a Hypothesis-Testing Approach • Formulate a hypothesis – a guess or prediction – about the cause of the problem • Based on experience • Uses critical thinking (list possible problems) • Tip: Try brainstorming with others to develop alternate hypotheses • Design an experiment (a test) to see if an hypothesis is true or false • User cannot log in p. 130-131 (h/w, s/w, n/w)

50. Restore a Basic Configuration • Eliminate variables or factors that can make a problem complex or complicated • Remove hardware components to simplify a configuration • Disconnect a system from a network to observe its standalone operation • Ext. DVD burner works when something else is removed – Why? Are they incompatible? • S/W won’t run when on network Why? • Practice and experience needed