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Troubleshooting Operating Systems Collaborative Troubleshooting Operating Systems IT/286- COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems INTRODUCTION Working in a technical support role requires someone who is both adept with technology and who also has the necessary customer service skills that are required to work with people. Anytime a technical support person is presented with a problem they must know based on the description of the problem how to accurately diagnose the issue. Without a broad understanding of PCs and the associated operating systems that they use a technical support person would spend lots of wasted time trying to figure out the problem. A good technician knows based on knowledge and past experience that certain types of problems are typically caused by certain components or software in the system. This knowledge allows the technician to quickly identify the problem. Scenario 1- You have recently started in a new technical support role within the IT department of a major manufacturing organization. Your first support call is from a client who is using Windows ME and has encountered stability problems. Discuss the process you would undertake to identify his or her problem and the operating systems tools that you would use to do so. The first step would be to determine the nature of the instability. There are many things that can lead to instability issues. Before doing any troubleshooting we must first try to narrow down the problem so we are able to focus the troubleshooting according to the specific issue. The approach to troubleshooting will be based upon the exact error message or symptom that is occurring. Some of the typical problems resulting from instability are system lockups and the blue screen of death (BSOD). ( Windows ME Troubleshooting) If the problem is specific to a IT/286- COMPUTER MAINTENANCE AND TROUBLESHOOTING (AXIA) Troubleshooting Operating Systems piece of software then the troubleshooting steps should focus around the changes created by that software or the hardware components that interact with that software.( Windows ME Troubleshooting) First, when the computer boots see if there is any error messages that are displayed that may be caused by a problem with a BIOS setting. Sometimes this could be a problem detecting a piece of hardware or a driver that loads on startup that isnt working correctly. Go through the BIOS and verify that the settings are correct for the PC. This just takes a couple of minutes but unless you are starting from a good configuration you may not be able to narrow down the issue. If the user has recently installed or uninstalled a piece of software that is having trouble either finishing the install/uninstall process then the user can boot into safe mode in order to prevent that installation program from running. To boot into safe model press and hold F8 on boot until the startup menu appears. Choosing #3 will allow the computer to boot into safe ... View Full Document

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