Lab 1.2.3 Basic Troubleshooting

Estimated time: 30 min.

Objectives:

- Learn the proper sequence for troubleshooting computer and network related problems
- Become familiar with some of the more common hardware and software problems
- Given a basic problem situation, be able to troubleshoot and resolve the problem

Background:

> The ability to effectively troubleshoot computer related problems is an important skill. The process of identifying the problems and trying to solve it requires a systematic step-by-step approach. This lab will introduce some basic hardware and software related problems to solve and will help you become more familiar with PC components and the software required to use the Cisco curriculum. The process of trying to solve a problem is fairly straightforward. Some of the suggestions here are more than will be required to solve basic hardware and software problems but they will help provide a framework and guidelines when more complex problems arise:

> > Step 1 – Gather information:

> > - Observe the symptoms and try to characterize or identify the problem.
> > - Try to describe what is happening or not happening using proper terminology.
> > - Ask a coworker if they have encountered a similar problem.
> > - Get the opinions of others who may have more experience.
> > - Check web sites and troubleshooting knowledge databases.

> > Step 2 – Isolate the problem:

> > - Is it hardware (check for lights and noises) or software (errors on screen) related?
> > - Use substitution to isolate the problem if there is more than one component (if monitor does not work it could be the monitor, video adapter or cables).
> > - Is it local (this workstation only) or remote (possible network-wide problem)?
> > - Does it affect this software only or more than one application?
> > - Is this the first time it has happened or has it happened before?
> > - Was anything changed recently?

> > Step 3 – Select one or more possible causes and identify potential solutions:

> > - Rank them in order of most likely to least likely cause.
> > - Check the simplest possible causes first (Is the power turned on?).
> > - Check the easiest to check problems first (Try a system reboot).
> > - Verify hardware first then software (Do any lights come on?).
> > - Start with the physical then move to logical (check the NIC before the IP address).
> > - Troubleshoot from the bottom up. Always check OSI layer 0 first (The power cord layer!!) Note: There is no OSI layer 0 but it is pretty important to check)

> > Step 4 – Test the most likely solution based on your best guess and check the results

> > Step 5 – When you think you have found the problem and corrected it, double check to make sure everything still works.

Tools / Preparation:

> Before you begin, the teacher or lab assistant will have a typical desktop Pentium-based (or comparable) PC available. The PC should be a classroom computer configured to access the web-based Cisco curriculum and assessment system. You should also review Semester 1 on-line Lesson 1. The following resources will be required:

> - A computer running Windows 95/98
> - Netscape or Internet Explorer software CD-ROM (if not already installed on the computer)
> - Access to the Internet via an Internet Service Provider (ISP) using a LAN or dial-up

> 1. Work in teams of two. Team member A (or the instructor) will select 2 problems from the list of common hardware and software related problems (see answer section) and introduce the problems into the computer. The desired goal will be to run one of the videos from the semester 1 on-line curriculum. Team member A (or the instructor) should create the hardware or software related problems with the computer while the other is out of the room and then turn off the computer and monitor.

> 2. When team member B identifies the problems and corrects them, switch places and have the other introduce some new problems.

> 3. Each team member solving the problem should fill in the table based on the symptoms observed, problems identified and solutions to the problem.

Team Member A

Symptom observed
Problem identified
Solution
1
st problem

2 nd problem |  |  |

Team Member B

| Symptom observed | Problem identified | Solution
1st problem |  |  |
2nd problem |  |  |