Chapter 4:
Troubleshooting Computer Problems

What Is Troubleshooting?

n The process of defining, diagnosing, and solving computer problems

n Typically use…

n Communications skills

n Information resources

n Diagnostic and repair tools

n Problem solving strategies

n Personal characteristics

Troubleshooting is often an Iterative Process

n Iterative: A creative process that requires flexibility

n Involves several paths or approaches to problems

n Steps are repeated in a loop until a satisfactory solution is found

Problem Solving

n An activity where there is a current state X (printer not working) and a goal state Y (printer working) and alternative paths to get from X to Y (Clear print queue, install updated drivers, etc.)

n Objective is to get from X to Y quickly, accurately, effectively, or efficiently

Critical Thinking

n Cognitive skills used to:

n Analyze a problem

n Search for underlying logic or rationale

n Find alternative ways to explain an event or situation

Critical Thinking Skills

n Includes

n Creativity: The ability to find a novel or innovative solution to the problem

n Hypothesis Testing: The ability to design and test a “guess or prediction” based on experience

n Metacognition: See and problem form a new or different perspective (p. 86)

Decision Making Skills

n The ability to:

n Define effective alternatives

n Weigh the pros and cons of each alternative against predefined criteria

n Reach a decision

Tools Troubleshooters Use

n Communication skills

n Information resources

n Diagnostic & repair tools

n Problem-solving strategies

n Personal characteristics

Communication Skills

n An important tool because most troubleshooting situations require at least some communication with an end user about a problem

n Listening (p88)

n Paraphrasing

n Critical questions (p90)

n Probes (p89)

n Explanations & verifications

How Troubleshooters Use Communication Skills

n To get a basic description of a problem

n To learn the user’s perspectives on the problem; may provide some important background information

n To probe for additional information

n To effectively communicate the solution back to the user

Information Resources

n Personal experience

n Scripts

n Knowledge Bases (p92)

n Colleagues

n Vendors and contractors

Diagnostic & Repair Tools

n Hardware Problem Diagnosis

n Software Problem Diagnosis

n Network Problem Diagnosis

n These may be software tools (utilities) or physical diagnostic hardware tools.

Problem-solving Strategies

n Look for a quick, obvious fix

n Try to replicate the problem yourself

n Examine the configuration

n Get back to a basic configuration

n View the system as a group of subsystems

n Use a module replacement strategy

n Try a hypothesis testing approach

Personal Characteristics

n Patience and persistence

n Enjoy the problem-solving process

n Enjoy working with people

n Ability to learn

What Is a Personal
Problem-solving Philosophy?

n     An understanding of the strengths a support specialist brings to each problem

n     Recognizes WHAT tools and skills have been successful to solve past problems

n     Relies on information resources that have proved useful in past situations

n     Is improved by a problem solver that carefully examines his/her own thought processes