Problem Solving and Diagnostic Skills

Software Maintenance

Software Problems

Common causes of software problems:

Software is corrupt (especially new).

Software is incompatible with the system.

Problems Running Software

Software-related problems are solved in the same manner as hardware problems.

Before attempting to fix a software problem, make sure all applications are closed and all data has been backed up to a medium other than the hard drive.

Problems Running Software

Solution tactics: Try a simple reboot.

Remove any program that was installed just prior to the trouble.

Reinstall the problem application.

Troubleshooting Software Problems

Does the system meet the minimum hardware requirements for the software?

Check the software documentation to be sure.

Is the software correctly installed? Reinstall if necessary.

Have the latest drivers been installed? Does the system have a virus?

Scan the system for viruses using the latest antivirus software.

Problems after Booting

Try reinstalling the software that has crashed or refuses to run.

Try clearing CMOS RAM and running Setup.

Check for loose cables, a marginal power supply, or other random component failures.

A transient voltage spike, power outage, or brownout may have occurred. Symptoms of voltage spikes include a flickering video display,

unexpected system reboots, and the system not responding to user commands.

Reload the software and try again.

POST—Power on Self Test

The computer automatically performs a series of tests at start up which check the primary components in the system, such as the CPU, ROM, motherboard support circuitry, memory, and major peripherals such as the expansion chassis. These tests are brief and are designed to catch hard (not

intermittent) errors. The POST process provides error or warning messages whenever it encounters a faulty component.

The POST-detected problems are sometimes called fatal errors because they prevent the system from booting.

POST (cont.)

If the POST encounters a problem severe enough to keep the system from operating properly, it halts the system boot process and generates an error message that often identifies the cause of the problem.

The POST tests normally provide three types of output messages that are sent to an I/O port address: audio codes

onscreen text messages

hexadecimal numeric codes.

POST

Observe the power on self test (POST). If no errors are detected, the system beeps

once and boots up.

Nonfatal errors display a text message on the screen that varies according to the BIOS type and version and do not lock up the system.

Fatal errors lock up the system and are indicated by a series of audible beeps.

Operating Systems

DOS Windows 95 Windows 98 Windows NT Windows ME Windows 2000 Windows XP Windows 2003

UNIX LINUX

For more information about Windows XP go to http://www.microsoft.com/windowsxp/using/default.mspx

Operating System Error Messages

These messages are sent by the operating system to inform the user that the program cannot be started.

A problem of this type usually indicates low system resources, such as hard drive space or available memory.

Operating Systems Error Messages

Tips to create free space on the hard drive: Uninstall infrequently used programs

Delete large data files that are not often accessed. MP3 and WAV files use a large amount of space.

Remove lost clusters.

Defragment the drive.

Windows XP Operating System

For help and support when working with Windows XP go to:

http://support.microsoft.com/default.aspx?pr=winxp

Memory

Tips to increase memory capacity:

Close programs that are not being used.

Stop any operations that are using large amounts of memory such as Photoshop filters, or cutting and pasting large amounts of data.

Add more RAM to the computer.

Problems and Solutions

P The software has never worked.

S Try reinstalling the software and take notes of any errors that occur during installation.

P An error occurred while installing the program and software may or may not run.

S Refer to the software documentation for a solution to the problem. Attempt to reinstall the software.

Problems and Solutions

P I installed a new piece of software and now an application that was already present will not function.

S Reinstall the original application. Most likely, the new application overwrote a more recent and necessary version of DLLs.

P Event X occurred immediately prior to the error I am now getting.

S Reverse event X.

Problems and Solutions

P I uninstalled a program and now a different application is not functioning properly.

S Reinstall the application that is not functioning. The un-installation of the first program deleted some needed files. Make sure any shared files are not removed during the un-installation procedure.

References

Upgrading and Repairing PCs—Academic Edition. 12th Edition. Scott Mueller.

A+ Comptia Certified Computer Technician. 3rd Edition. Reeves, Reeves, Weese, & Geyer.