2.6 - Software Troubleshooting

Question 1

What are all 4 common faults?

Answer 1

• System freeze
• Stop error
• Unexpected reboot
• Update error

Question 2

Explain system freeze.

Answer 2

• The system freezes and pressing buttons and moving the mouse has no response.
• Commonly caused by a software bug or virus.

Question 3

Explain stop error.

Answer 3

This error occurs when there is a fatal system error and the operating system stops usually because of a driver software issue. Known as the ‘blue screen of death’

Question 4

Explain unexpected reboot.

Answer 4

The computer boots and reboots in an endless loop in an attempt to fix a problem

Question 5

Explain update error.

Answer 5

Update sometimes brings errors if they interfere with the current software.

Question 6

What are the 4 trouble shooting tools for software errors?

Answer 6

• Event Viewer (logs)
• Memory Dump
• Baselines
• Anti-virus

Question 7

What are you logging with Event Viewer (logs)

Answer 7

Should log the time and date the error occurred happened, the user logged in at the time, problem history etc.

Question 8

Explain Memory Dump

Answer 8

Memory Dump copies and displays the contents of the RAM at the time of the crash which helps the technician figure out the issue.

Question 9

Explain Baselines

Answer 9

Baselines is a comparison of what the system looks like before and after a crash. This can help to see the differences which may have caused the computer to fail.

Question 10

Explain Anti-virus

Answer 10

Anti-virus checks if malware is running on your computer and using up resources resulting in the computer from slowing down. The virus should then be ‘quarantined’ and deleted by the anti-virus.