General Troubleshooting
Use a systematic approach to determine whether problems are a result of hardware, software, network or configuration options. The following will help you prevent and resolve problems:
- * If you notice general sluggishness or erratic behavior, reboot your computer in Safe Mode and run complete system antivirus and anti-spy-ware scans.
- * If you are receiving unusual or serious error messages, write them down. Take care to write down as much information as possible about the error, since technical support staff can typically diagnose problems more easily when they are provided with more information about a problem.
- * Run any diagnostic or troubleshooting utilities provided by your computer's manufacturer. If you need assistance, contact the vendor's support web site or telephone their technical support.
- * If you have recently installed new hardware or changed your configuration, make sure all settings are correct. Visit the hardware vendor's web site or call their technical support if necessary.
- * If you have recently installed new software, verify that there were no errors during the installation process, and that all the settings and options are correct. In some cases, uninstalling the software and rebooting your computer may correct unusual problems. However, some un-installation software will not remove all traces of the program from your computer. Visit the software vendor's Web site or call their technical support for assistance.
- * If you think the problem is network-related, contact your Internet Service Provider for support.
Preventive Maintenance Suggestions:
Many non-hardware repairs can be prevented with regular maintenance and care. Here are a few suggestions that can help keep your computer running fast and error-free:
- * Be sure that the latest version of Anti-Virus software and its latest updates are installed on your computer and that scans are performed at least once a month.
- * Use an up-to-date anti-spy-ware product. Many top-rated anti-spy-ware programs are free, and update themselves on a regular basis. Like antivirus, anti-spy-ware scans should be run on a regular basis.
- * Make sure that your computer software is kept up-to-date. Turn on Automatic Updates in Windows, to insure that you receive regular software patches from Microsoft. Users of Mac OS X should make sure that Software Update notifications are enabled. Other programs, such as Mozilla Firefox, will usually provide pop-up messages when updates are available.
- * Occasionally review the software programs that you have installed on your computer. If you no longer use a piece of software, consider uninstalling it. Since some programs include components that run in memory even when you're not actively using the product, you might improve the performance of your computer.
- * Many problems can be avoided by restricting access to your computer and using it in a secure manner.
- * Perform routine backups of your files on a storage medium separate from your hard drive (e.g., CD-RW, external hard drive, USB thumb drive, on-line disk storage service, etc.). You can either make copies of your files by hand, or use a backup software utility to assist you.
- * If you have more advanced backup needs, consider using a disk image imaging product (such as Symantec Ghost, Retrospect, Super-Duper!, Apple Disk Utility, etc.). Use it on a scheduled basis or times when you change your hardware or software configuration. If you're willing to learn how to use one, backup and disk image utilities can save time and effort if you have to restore your computer system or files.
- * Store your original software packages, licensing information, back-up files and disk images in a safe place. You may also wish to create copies of installation disc, in case your originals become lost or damaged.
Gathering Diagnostic Information Before Seeking Help
No matter which repair path you select, you will need the following information. The more details, the better. Much of the configuration information is available from the documentation (invoices, papers and manuals) that came with the computer's hardware and software.
- * If the computer produced an error message, what did it say? (On a PC, you can use ALT-Print Screen to place a copy of the error message on the clipboard.)
- * When does the problem occur? Is it when you turn the computer on or off? Is it when you are using a particular item such as the modem or the printer? Or is it when you are using a particular program (for example, word processing, spreadsheet, game, desktop publishing, digital photography, etc.)?
- * Did you have more than one program running when problem occurred? What were the programs?
- * Did you recently install software, hardware, or both? If so, what?
- * Can you make the problem happen again? If so, what are the steps?
- * Who is the manufacturer of your computer and what is the model?
- * How much memory does your computer have (32MB, 128MB) and what type is it (SDRAM, RDRAM)?
- * What size is the hard disk and how much space is available?
- * What is the processor (Pentium, Celeron, K6, Athlon, PowerPC G3) and what is it's speed (700 MHz, 1.1GHz)?
- * What operating system does it use (Windows 98, MacOS 9, etc.)?
- * What is the model number and/or serial/identification number of the suspect hardware or software?
- * What is the version of the software? (Look at the "about" option under Help on the program's toolbar)
- * When did you purchase the suspect hardware or software?
