Level 1 Tickets The two scenarios we chose to provide technical support are as follows: • Video Issue: Black Computer Screen (Ticket 1003)– Computer screen is black, and user tried to turn the computer off and on but no change. User confirmed the lights are on the front PC. • Connectivity Issue:Network connectivity Issues (Ticket 1004) –User reported there is no blinking light on the back of the PC when the networking cable is plugged into.

Ticket Number: 1003 Scenario: Black Computer Screen Identify the problem. In this step,questions will be asked to identify the problem  What type of PC does the user have (Laptop, Desktop)  If a desktop is used, what type of video cable is used(HDMI or VGA/DVI)  Is the video cable properly inserted into the right port (Desktop and monitor)  Does the monitor have power (push on power button to verify). If not verify the power cable in plugged into an power outlet and the outlet has a power.  Is the computer on (Check Caps Lock and/or Num Lock light)  Is there any recent change made to the computer?  Establish a theory of probable cause. A computer black screen can be caused by: • A loose connection, • A bad cable , • A bad monitor, • A failed video card, or • A driver/program update that interfere with the video output. We suspect a hardware problem and we will start with checking the video cable and work our way through theother possibilities

Ticket Number: 1003 Scenario: Black Computer Screen  Evaluate the theory to determine the actual cause. In this step we will take the following actions to evaluate our theory.  Loosen connection:Unplug both ends and plug them back ensuring the ends are firmly connected. If there is no display, then we take the next action.  Bad cable: Swap the video cable with a known-good cable and restart the PC. If the problem still exist, then next action.  Bad monitor: Swap the monitor with a known-good monitor. If there is a display on the screen then the problem was the monitor, otherwise move to next action.  Program/driver update: For this action we will start the PC in safe mode in order to roll back the display driver/adapter. Any recent windows update can prevent the display adapter from function correctly. Starting the computer in safe mode will revert the display adapter’s diver to a previous version [1].

Ticket Number:1003 Scenario: Black Computer Screen Unplug any other device (beside mouse and keyboard).  Enter Windows Recovery Environment (WinRE) to start the PC in safe modeby power down and power on( using power button) the PC.  If the safe mode fix the problem, then restore the PC to normal mode. Otherwise, complete next action.  Restore thesystem to a previous good state. Enter WinRE again and navigate to System Restore and select a previous one of the good state date.