Although you try to avoid them, occasionally you may have a problem with your PC system. Sometimes these problems are simple ones that you can easily find and fix yourself, such as plugging in an unplugged unit, reconnecting a cable, or checking a documentation reference. Troubleshooting is a deduction of possible solutions to a problem.
In this lesson you will learn how to:
- Solve basic PC problems
- Locate available documentation
- Troubleshooting practice
- Prepare for a Technical Support phone call
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Helpful Hints
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There are some general concepts to follow when looking for solutions. These are the first things you should try when your computer has a problem. These can be broken down into easy steps:
1. Verify the problem. Try it again, to see if it still fails. If possible, try another part. For example, if your mouse does not work and you have a spare, try it. If you have a file that won't print, try another, similar file. Reboot your system and see if the problem goes away.
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Documentation
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Locate your printed booklet titled "Quick fixes for common computer problems." You'll use it to practice solving some problems on the next few pages.
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Your computer came with many helpful references, both on the computer's hard drive and in printed booklets. You can find the Compaq Dictionary, a user's guide called "About Your Computer," and other tools loaded on your computer. The short, easy-to-understand booklets pictured here came in the box with your computer.
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Troubleshooting Practice
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The following screens contain scenarios that will help you learn to use some basic troubleshooting skills. Each situation is described and a list of things to try is displayed. Choose the step that you would perform first to try to solve the problem by pressing the number in front of the step. You will receive a response that describes the results of your action. Keep selecting until you solve the problem. Remember to locate your "Quick fixes for common computer problems" book to help. Have fun!
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Out to Lunch
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Listen and look - check the system for fan noises or LED's.
Check the AC wall outlet to make sure the computer is plugged in.
Check the ON/OFF switch on the computer.
Call Compaq Technical Support for assistance.
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The fan is silent, and there are no LED's lit. It seems that the computer is not getting power. What's next?
When you checked, the computer system unit is unplugged. You plug it back in and everything begins working. Great find! Click the right arrow to continue.
You checked and the switch is ON. Someone could have turned off the computer, but not this time. When you switch from OFF to ON again, nothing happens. Try another selection.
Your should try some other options before calling. This might be an easy problem to solve.
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You just returned to your computer after eating lunch, and found a blank screen. Nothing seems to be working. If this happened to you, what would you do? Press the number or button next to the step that you would try.
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Got the Picture
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Check the ON/OFF switch on the monitor.
Touch any key or move the mouse. Maybe your screen saver is the problem.
Check the brightness and contrast controls.
Call Compaq Technical Support for assistance.
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You found the switch ON. So far, so good. Try another selection.
You moved the mouse, but nothing happens. If a screen saver had been activated, moving the mouse should have brought the system back to life. Not this time, but good thinking. Try another selection.
You checked the brightness and contrast controls and found them turned fully counterclockwise. You move them to a center position and the display is normal again. You did it again, congratulations. Click the right arrow to continue.
You should try some other options before calling. This might be an easy problem to solve.
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During start-up, your PC seems to work normally, but the display is blank. After two beeps, there is still no display. If this happened, what would you do? Press the number or button next to the step that you would try.
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Mouse Problems
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Check to see if the mouse is plugged in.
Check and clean the mouse ball.
Verify that the mouse driver is installed. Reboot and check the messages.
Call Compaq Technical Support for assistance.
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You found the mouse plugged in correctly. Try another selection.
You check it and find that the ball has picked up some lint from the mouse pad. You clean the ball and re-install it and then reboot the computer. It now works. Great job, you found the problem. Click the right arrow to continue.
You watched the boot messages and saw that the mouse driver is installed. The software seems fine, it must be something else. Try another selection.
There are a few things we can try before we call, pick one from the list.
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You notice that your mouse pointer is behaving erratically, stops/starts, and sometimes works in only one direction. If this happened, what would you do? Press the number or button next to the step that you would try.
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Keyboard Problems
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Check to see if the NUM-LOCK and CAPS-LOCK key LED's are lit.
Tap on any key rapidly 15 times and listen for a beep.
Check to see if the keyboard is plugged in.
Call Compaq Technical Support for assistance.
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You check the keyboard and find that the Num-Lock and Caps-Lock keys are not lit or will not light. This might be an indication that the keyboard is not receiving power. What's the next step?
You tap the enter key 20 times rapidly. You do not hear any response. This is a sign that the keyboard is not communicating with the system. If the keyboard buffer is full, the system should beep. What's the next step?
You look on the back of the computer and sure enough the keyboard has been unplugged. You shutdown the computer and plug it in. You reboot the computer and the keybo
