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Chapter 21, Troubleshooting techniques and client relations, covers the techniques and procedures used to resolve problems related to both hardware and software. It also discusses how to recover from a complete hard drive failure and corruption of core system files and how to deal with clients.
Chapter Overview Basic Troubleshooting Techniques Windows Troubleshooting Tools Client Relations Troubleshooting Recognize that troubleshooting may be a technician’s most difficult task Develop a plan of action after diagnosing a problem Approach the problem in an organized and methodical manner Quickly eliminate alternatives to focus on the cause of the problem. The Five Phases of Troubleshooting Basic Windows Troubleshooting Approach Start by gathering information about the problem and the system Determine if the system will boot, and look for an obvious problem Localize and identify the problem Define an action plan that uses appropriate tools. Basic Windows Troubleshooting Approach (Cont.) Resolve the problem Minimize the potential for recurrence by taking steps to eliminate further harm to the system Document your work. Performing a Differential Diagnosis Differential diagnosis involves examining system behavior and filtering out the most likely problem If a symptom is linked to an action, then that action is the most likely cause. In developing a differential diagnosis, you should Identify possible causes and work to eliminate all but one Validate your assumption by testing the solution Observe where in the operational cycle the problem occurs Three Components of the Operational Cycle Experience Is Key Check out initial “hunches” first. If the problem is not solved, follow the plan. Have a disaster recovery plan that uses backups to restore systems in the case of a corrupt operating system (OS) or hard disk drive crash Follow the natural order of working through each phase. Startup Issues If the OS fails to load, hardware or driver problems are often the cause. Identify any changes to the system Ask questions to determine the user’s skill level Explore the possibility of a virus Identify the proper tools to use. Operational Issues Applications, network connections, and system services can cause isolated problems If a device attached to the system is not working, the problem may be the driver or conflicts with another device Systemwide devices or services might cause erratic problems. 10 Other Printing Troubleshooting Tips If the Print command on the File menu is dimmed, verify that a printer driver is installed If you cannot print from an MSDOS program, go to the printer properties sheet and deactivate the Spool MSDOS Print Jobs option. 46 Getting Organized and Keeping Records Providing efficient and effective service is as important as resolving hardware or software problems The key to efficiency, effectiveness, and success is organization and good record keeping. Updating your records each time you perform a service saves you time in the long run. You should create a database of essential information for each computer you work on. 47 Suggested Types of Information to Document Use unique and descriptive computer names Document all technical information about the system Save all unique data to floppy disks Keep an incident log for each computer. 48 Levels of Support Large organizations can separate support functions into several levels Some support can be delegated, based on user knowledge and organization size Proper delegation of technical support functions can save time for everyone. 49 Level 1: Designated, OnSite User A designated user in each department can handle simple technical support and most trivial problems The designated user should have a basic knowledge of computers A knowledgeable onsite source can assist you effectively 50 Level 2: Telephone Support Telephone support offers a quick solution to common problems Getting information over the phone can help you prepare for onsite repair 51 Level 3: OnSite Service Decide whether to service the system onsite or bring it back to your workplace by asking the following questions: Will repairs interfere with the user’s work? Will the user’s location interfere with your work? Is the computer in a hightraffic area? Will the user want to help? Do you have enough space to work? 52 Spare Parts Manage your spare parts inventory by Knowing the frequency of failures and number of replacement parts you will need Knowing how long it takes to get replacement parts and ordering them appropriately Knowing how quickly your suppliers can provide parts Buying spare components in bulk whenever possible Standardizing your parts to keep your inventory small 53 Standardization In large organizations, standardization reduces the number of spare parts required. Standardization is not always possible You should standardize whatever you can control You should establish standards for groups of similar systems When you have computers with little in common, setting standards such as common interrupt requests (IRQs) can be very worthwhile 54 Customer Service The bottom line in computer repair is customer service The following are two methods for handling initial support calls: The call is routed to a central help desk, and then routed to a support team member Any member of the support team can respond to a call Handling support calls professionally is critical to your business success 55 Handling a Support Call The greeting: briefly identify the caller and nature of the problem The description: obtain a description by guiding the conversation and keeping it focused The interview: ask short, logical, and simple questions The closure: assess, evaluate, and provide a plan of action 56 Reports and Logs Keep a client profile log describing each client and their business Ask the client for referrals and ask if you can use them as a reference Keep written records of referrals and contact the referred person as soon as possible Leave business cards with clients and ask them to distribute the cards Call the client after a few days to ensure that the problem has been resolved. 57 Difficult Clients and Coworkers Provide training information to users who need training Put instructions in writing for clients who cannot remember instructions Make advanced users part of the solution, not the problem Require users who complain about trivial problems to put them in writing. 58 Escalating Problems and Documenting the Closure If the problem is outside your expertise, track the progress of the responsible person If you are an independent service provider, find a solution. If you resolved the problem previously but did not document the solution: Pass the information along to other team members Keep good documentation for future reference Document the closure once the service call is completed. 59 Chapter Summary Effective troubleshooting requires approaching the problem in an organized and methodical manner Make a plan, follow it, and document everything you Windows 2000 and Windows 98 share many common troubleshooting tools Basic troubleshooting principles apply to OS and hardware problems You should understand the three levels of support and delegate service requests to the appropriate level Outstanding customer service is critical to being a successful computer technician. 60 ... 19 Operating System Management Tools (Cont.) 20 Operating System Management Tools (Cont.) 21 Operating System Management Tools (Cont.) 22 The Windows 2000 Computer Management SnapIn