Troubleshooting Flashcards

1
Q

How to Troubleshoot steps

A

Identify the problem
Establish a theory
Test the theory
Create a plan of action
Implement the solution
Verify full system functionality
Document findings

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2
Q

Common Hardware Problems – POST (Power On Self Test)

A
  • Test major system components before booting
    the operating system
    – Main systems (CPU, CMOS, etc.)
    – Video
    – Memory
  • Failures are usually noted with beeps and/or codes
    – BIOS versions can differ, check your documentation
  • Don’t bother memorizing the beep codes
    – They’re all different between manufacturers
    – Know what to do when you hear them
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3
Q

Common Hardware Problems – POST and boot

A
  • Blank screen on boot
    – Listen for beeps
    – Bad video, bad RAM, bad CPU
    – BIOS configuration issue
  • BIOS time and setting
    – Maintained with the motherboard battery
    – Replace the battery
  • Attempts to boot to incorrect device
    – Set boot order in BIOS configuration
    – Confirm that the startup device has
    a valid operating system
    – Check for media in a startup device
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4
Q

Common Hardware Problems – Crash screens

A

Windows Stop Error or Blue Screen of Death
* Contains important information
– Also written to event log
* Useful when tracking down problems
– Sometimes more useful for manufacturer support

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5
Q

Common Hardware Problems – Bluescreens and spontaneous shutdowns

A
  • Startup and shutdown BSOD
    – Bad hardware, bad drivers, bad application
  • Use Last Known Good, System Restore, or Rollback Driver
    – Try Safe Mode
  • Reseat or remove the hardware - If possible
  • Run hardware diagnostics
    – Provided by the manufacturer
    – BIOS may have hardware diagnostics
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6
Q

Common Hardware Problems – The spinning ball of death

A
  • The macOS X Spinning Wait Cursor
    – Feedback that something is happening
  • The spin starts, but it never stops
    – You never get back control of your computer
  • Many possible reasons
    – Application bug
    – Bad hardware
    – Slow paging to disk
  • Restart the computer
    – There may be details in the console logs
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7
Q

Common Hardware Problems –Black screen

A
  • Is the monitor connected?
    – We wouldn’t ask if it wasn’t a common solution
    – Check both power and signal cable
  • Input selection on monitor - HDMI, DVI, VGA, etc.
  • Image is dim - Check brightness controls
  • Swap the monitor
    – Try the monitor on another computer
  • No video after Windows loads
    – Use VGA mode (F8)
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8
Q

Common Hardware Problems –No power

A
  • No power
    – No power at the source
    – No power from the power supply
    – Get out your multimeter
  • Fans spin - no power to other devices
    – Where is your fan power connected?
    – No POST - bad motherboard?
    – Case fans have lower voltage requirements
    – Check the power supply output
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9
Q

Common Hardware Problems –Sluggish performance

A
  • Task Manager
    – Check for high CPU utilization and I/O
  • Windows Update
    – Latest patches and drivers
  • Disk space
    – Check for available space and defrag
  • Laptops may be using power-saving mode
    – Throttles the CPU
  • Anti-virus and anti-malware
    – Scan for bad guys
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10
Q

Common Hardware Problems –Overheating

A
  • Heat generation
    – CPUs, video adapters, memory
  • Cooling systems
    – Fans and airflow
    – Heat sinks
    – Clean and clear
  • Verify with monitoring software
    – Built into the BIOS
    – Try HWMonitor
    – http://www.cpuid.com/
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11
Q

Common Hardware Problems –Smoke and burning smell

A
  • Electrical problems
    – The smoke makes everything work
  • Always disconnect power
    – There should never be a burned odor
  • Locate bad components
    – Even after the system has cooled down
    – Replace all damaged components
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12
Q

Common Hardware Problems –Intermittent shutdown

A

No warning, black screen
– May have some details in your Event Viewer
* Heat-related issue
– High CPU or graphics, gaming
– Check all fans and heat sinks
– BIOS may show fan status and temperatures
* Failing hardware
– Has anything changed?
– Check Device Manager, run diagnostics
* Could be anything
– Eliminate what’s working

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13
Q

Common Hardware Problems –Application crashes

A
  • Application stops working
    – May provide an error message
    – May just disappear
  • Check the Event Log
    – Often includes useful reconnaissance
  • Check the Reliability Monitor
    – A history of application problems
    – Checks for resolutions
  • Reinstall the application
    – Contact application support
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14
Q

Common Hardware Problems –Grinding noises

A
  • Computers should hum, not grind
  • Rattling - Loose components
  • Scraping - Hard drive issues
  • Clicking - Fan problems
  • Pop - Blown capacitor
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15
Q

Common Hardware Problems –Lockups

A
  • System completely stops
    – Completely. Usually not much in the event log
    – Similar to unexpected shutdowns
  • Check for any activity
    – Hard drive, status lights, try Ctrl-Alt-Del
  • Update drivers and software patches
    – Has this been done recently?
  • Low resources - RAM, storage
  • Hardware diagnostics may be helpful
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16
Q

Common Hardware Problems –Continuous reboots

A
  • How far does the boot go before rebooting?
    – BIOS only? OS splash screen?
  • Bad driver or configuration
    – F8, “Boot from last known working configuration”
  • Try F8, Safe Mode
    – If system starts, disable automatic restarts
    in System Properties
  • Bad hardware
    – Try removing or replacing devices
    – Check connections and reseat
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17
Q

Common Hardware Problems –Inaccurate system date/time

A
  • Bad motherboard battery
    – Often a “button” style battery
  • A bad battery will require a BIOS configuration or
    date/time configuration on every boot
  • On older systems, can reset the BIOS configuration
    by removing the battery
    – Newer computers use a jumper
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18
Q

Common Storage Devices Problems –Storage failure symptoms

A
  • Read/write failure
    – “Cannot read from the source disk”
  • Slow performance
    – Constant LED activity - Retry…retry…retry
  • Loud clicking noise
    – The click of death
    – May also include grinding and scraping
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19
Q

Common Storage Devices Problems –Troubleshooting disk failures

A
  • Get a backup - First thing - a bad drive is bad
  • Check for loose or damaged cables
  • Check for overheating
    – Especially if problems occur after startup
  • Check power supply
    – Especially if new devices were added
  • Run hard drive diagnostics
    – From the drive or computer manufacturer
    – Preferably on a known-good computer
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20
Q

Common Storage Devices Problems –Boot failure symptoms

A
  • Drive not recognized, Boot Device Not Found
    – Lights (or no lights)
    – Beeps
    – Error messages
  • Operating system not found
    – The drive is there
    – Windows is not
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21
Q

Common Storage Devices Problems –Troubleshooting boot failures

A
  • Check your cables
    – Physical problem
  • Check boot sequence in BIOS
    – Check for removable disks (especially USB)
    – Check for disabled storage interfaces
  • For new installation, check hardware configuration
    – Data and power cables
    – Try different SATA interfaces
  • Try the drive in a different computer
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22
Q

Common Storage Devices Problems –Data loss/corruption

A
  • Hard drives are mechanical devices
    – They will eventually fail
  • Repairs are difficult and expensive
    – Dust-free environment
    – Not always successful
  • An SSD may simply stop working
    – Sometimes can read but not write
  • Data becomes unavailable or corrupted
    – Can be impossible to recover
  • ALWAYS HAVE A BACKUP
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23
Q

Common Storage Devices Problems –RAID not found

A
  • Missing or faulty RAID controller
24
Q

Common Storage Devices Problems –RAID stops working

A
  • Each RAID is different
    – Don’t start pulling drives until you check the console!
25
Q

Common Storage Devices Problems –S.M.A.R.T.

A
  • Self-Monitoring, Analysis, and Reporting Technology
    – Use third-party utilities
  • Avoid hardware failure - Look for warning signs
  • Schedule disk checks - Built-in to most drive arrays
  • Warning signs - Replace a drive
26
Q

Common Storage Devices Problems –Extended read/write times

A
  • A lot happens when reading or writing data
    – Memory access, communication across the bus,
    spinning drive access, writing or reading the data to
    the storage device, etc.
  • Delays can occur anywhere along the way
    – Need a way to measure storage device access
  • Input/output operations per second (IOPS)
    – A broad metric of maximum performance
  • Useful for comparing storage devices
    – Hard drive: 200 IOPS
    – SSD: 1,000,000 IOPS
27
Q

Common Storage Devices Problems –Missing drives in OS

A
  • OS boots normally
    – Other drives not shown - Check the BIOS
  • Internal drives
    – Bad drive or disconnected cable
  • External drives
    – No power to the drive or bad cable connection
  • Network shares
    – Shared drives can be connected during startup
    – Option to reconnect at sign-in
    – Connected with login script
28
Q

Troubleshooting Video and Display Issues – No video image

A
  • Is it connected?
    – We wouldn’t ask if it wasn’t a real solution
    – Check both power and signal cable
  • Input selection on monitor
    – HDMI, DVI, VGA, etc.
  • Image is dim
    – Check brightness controls
  • Swap the monitor
    – Try the monitor on another computer
  • No video after Windows loads
    – Use VGA mode (F8)
29
Q

Troubleshooting Video and Display Issues – Image quality problems

A
  • Flickering, color patterns incorrect
    – You can almost work with this
  • Check the cable pins
    – Especially if missing a color
  • Distorted image and geometry
    – Check the OS refresh rate and resolution settings
    – Need to match the display specifications
    – Check or replace cable
  • Disable hardware acceleration
    – Troubleshoot with the software drivers
30
Q

Troubleshooting Video and Display Issues – Native resolution

A
  • An LCD display is fixed
    – The number of pixels doesn’t change
  • A display looks best when the video settings match
    a display’s native resolution
    – A mismatch can cause distortion
  • If changing the display resolution,try using a multiple
    of the native resolution
    – 2560 x 1600 is the same ratio as 1920 x 1200
31
Q

Troubleshooting Video and Display Issues – Burn-in

A
  • A problem across all monitor types
    – Some displays will pixel-shift
    – You probably won’t notice it
  • LCDs have “image sticking”
    – Try to remove by displaying a white screen for an
    extended period
32
Q

Troubleshooting Video and Display Issues – Dead pixels

A
  • Always black
    – A manufacturing defect
  • This probably isn’t a problem on your side
    – Not a cable or power issue
  • Clean the monitor screen
    – Damp cloth
  • You’ll have to replace the monitor
    – No other option
33
Q

Troubleshooting Video and Display Issues – Flashing screen

A

Check the video cable connections
– A loose cable will cause loss of signal
* Replace the video cable
– Usually a quick fix
* The problem could be with the monitor
– Try switching the display
* Confirm the display settings in the operating system
– May not match the monitor

34
Q

Troubleshooting Video and Display Issues – Incorrect color display

A
  • Colors may not be properly represented
    – Too much red, green, blue, yellow, etc.
  • Monitor settings
    – Tint
    – Custom color presets
    – Factory Reset
  • Driver configuration
    – Color tint
  • OS configuration - Very blue
    – Night light settings
35
Q

Troubleshooting Video and Display Issues – Audio issues

A
  • Many monitors include speakers
    – No sound, low volume
  • Monitor may have audio controls
    – Check volume levels and mute status
  • Confirm audio input over HDMI, DisplayPort, or
    Thunderbolt
    – Check the HDMI audio output in the OS
  • The monitor may support other audio input interfaces
    – Check for audio jacks
36
Q

Troubleshooting Video and Display Issues – Dim image

A
  • Monitor video settings
    – Brightness
    – Contrast
  • Check the OS
    – Auto-dimming
    – Dim on battery power
    – Driver settings
  • Backlight failure
    – Some or all of the light
    – May only be a section of the screen
37
Q

Troubleshooting Video and Display Issues – LCD projector troubleshooting

A
  • Large screen projection
    – Conference rooms, large gatherings
  • Not always LCD
    – But common to see LCD
  • Metal-halide lamp
    – Very bright (very hot) light
    – Relatively expensive
    – (~ $35 to $350+ US)
  • Always let bulbs cool
    – Fan will run after shutting off
    – Keep it plugged in
  • Intermittent projector shutdown
    – No light output
    – Fans may continue to run
  • Cooling issue
    – Fans constantly cool the bulb
    – Shuts down if temperatures are high
  • Check the airflow
    – Remove any blockages
    – Clean dust from the air filters and external
    air input/output
38
Q

Troubleshooting Mobile Devices – Poor battery health

A
  • Replace aging battery
    – There’s only so many recharges
  • Bad reception
    – Always searching for signal
    – Airplane mode on the ground
  • Disable unnecessary features
    – 802.11 wireless, Bluetooth, GPS
  • Check application battery usage
    – iOS and iPadOS: Settings/Battery
    – Android: Settings/Battery
39
Q

Troubleshooting Mobile Devices – Swollen battery

A

Buildup of gas
– Designed to self-contain
– Do NOT open the battery packet/container
– Significant fire risk
– You’ll be sorry
* Faulty battery
– Stop using immediately
– Dispose of properly
* Device can be damaged
– Better than having a fire

40
Q

Troubleshooting Mobile Devices – Broken screen

A
  • Time for a backup - Do this first!
  • Replace the screen - No easy fixes
  • The glass is sharp
    – Screen protectors can help
    – Use clear tape until repaired
41
Q

Troubleshooting Mobile Devices – Improper charging

A
  • Check everything in the charging process
    – Cables, interfaces
  • Check the cable interface
    – Remove any obstructions
  • Check the cable
    – Don’t use frayed or damaged cables
    – Try a known-good cable
  • Verify the power adapter
    – Check with a multimeter
42
Q

Troubleshooting Mobile Devices – Poor or no connectivity

A

Cellular or Wi-Fi
– Location, location, location
* Cellular
– Signal strength
– Location matters
– Outdoor connectivity may be better
* Wi-Fi
– Limited range
– Interference can limit throughput
– May need a channel/frequency configuration change

43
Q

Troubleshooting Mobile Devices –Liquid damage

A

Many phones have a Liquid Contact Indicator (LCI)
– Turns color when liquid has been present
* Power down the phone
– Don’t power it back on. Don’t do it.
* Remove the case, cards, back, and battery
– If possible
* Putting the phone in a bag of rice doesn’t
actually work very well
– Silica gel is better
* Leave it alone
– Don’t turn it on
– Do not charge the phone
– Don’t connect it to power
– Don’t press any keys
– Don’t heat the phone
– Don’t move it around
* Wait at least a day
– Or until the phone appears to be dry
– And then perhaps a few hours after that
* Once you’re sure, power it on
– Hope for the best

44
Q

Troubleshooting Mobile Devices –Overheating

A
  • Phone will automatically shut down
    – Avoid overheating damage
  • Charging/discharging the battery, CPU usage,
    display light
    – All of these create heat
  • Check app usage
    – Some apps can use a lot of CPU
  • Avoid direct sunlight
    – Quickly overheats
45
Q

Troubleshooting Mobile Devices –Digitizer issues

A
  • Touchscreen completely black or
    not responding to input
    – Screen presses do not register
  • Apple iOS reset
    – Press power button, slide to power off,
    press power button
    – Hold down power button and Home|Volume
    for 10 seconds
  • Android device restart
    – Remove battery, put back in, power on
    – Hold down power and volume down until restart
    – Some phones have different key combinations
    – Some phones do not have a key-based reset
46
Q

Troubleshooting Mobile Devices –Physically damaged ports

A
  • External interface - Charging and data transfer
  • Rough handling and accidents
    – Damages the interface
  • Not charging - Look closely
  • Not modular - Requires a system board replacement
47
Q

Troubleshooting Mobile Devices –Malware

A
  • Always a concern
    – Even on mobile devices
    – The device type doesn’t matter
  • Look for symptoms
    – Unusual apps, large data transfers, pop up messages,
    high CPU usage, device overheating, excessive
    battery use
48
Q

Troubleshooting Mobile Devices –Cursor drift

A
  • Random input or cursor moves without
    touching the device
    – Common on older screens
  • Use a touch calibration app
    – Requires user input
    – Touch certain areas of the screen
  • The system will adjust to the new calibration parameters
    – No more drif
49
Q

Troubleshooting Networks – No network connectivity

A

Do you have a link light?
– Is it plugged in?
* Ping loopback (127.0.0.1)
– Is the protocol stack working?
– Availability and intermittent connectivity
* Ping local IP address
– Checks local configuration, adapter, and link signal
* Ping default gateway
– Connectivity on the local network
* Ping devices on router’s other side
– 8.8.8.8 or 9.9.9.9

50
Q

Troubleshooting Networks – Intermittent wireless connectivity

A
  • Interference
    – Something else is using our frequency
  • Signal strength
    – Transmitting signal, transmitting antenna,
    receiving antenna, etc.
  • Incorrect channel
    – Usually automatic; look for manual tuning
  • Bounce and latency
    – Multipath interference; flat surfaces
  • Incorrect access point placement
    – Locate close to the users
51
Q

Troubleshooting Networks – Wireless interference

A
  • Predictable
    – Fluorescent lights
    – Microwave ovens
    – Cordless telephones
    – High-power sources
  • Unpredictable
    – Multi-tenant building
  • Measurements
    – Signal to noise ratio (SNR)
    – Performance Monitor
52
Q

Troubleshooting Networks – Signal to noise ratio (SNR)

A
  • Signal
    – What you want
  • Noise
    – What you don’t want
    – Interference from other networks and devices
  • You want a very large ratio
    – The same amount of signal to noise (1:1)
    would be bad
53
Q

Troubleshooting Networks – Limited or no connectivity

A
  • Windows alert in the system tray
    – “Limited or No connectivity”
    – “No Internet Access”
  • Check the local IP address
    – An APIPA address will only have local connectivity
  • If DHCP address is obtained,perform the ping tests
    – Local gateway, remote IP address
54
Q

Troubleshooting Networks – Jitter

A
  • Most real-time media is sensitive to delay
    – Data should arrive at regular intervals
    – Voice communication, live video
  • If you miss a packet, there’s no retransmission
    – There’s no time to “rewind” your phone call
  • Jitter is the time between frames
    – Excessive jitter can cause you to miss information,
    “choppy” voice calls
55
Q

Troubleshooting Networks – Poor VoIP quality

A
  • High speed and low latency
    – Real-time applications are demanding
  • Check the Internet connection
    – A speed test can identify slow links
  • Verify the local networking equipment
    – An old router can cause significant problems
  • View the network performance
    – A packet capture would be usefu
56
Q

Troubleshooting Networks – Latency

A
  • A delay between the request and the response
    – Waiting time
  • Some latency is expected and normal
    – Laws of physics apply
  • Examine the response times at every step along the way
    – This may require multiple measurement tools
  • Packet captures can provide detailed analysis
    – Microsecond granularity
    – Get captures from both sides
57
Q

Troubleshooting Networks – Port flapping

A

Network interface goes up and down
– Over and over again
* Verify the cable
– Check the wiring
* Move between switch interfaces
– Is the flapping associated with the switch
interface or the device?
* Replace bad hardware or cables
– May require additional purchases