pc troubleshooting - module 1

PC Troubleshooting

Copyright © PrepMasters, All Rights Reserved

Spencer Spencer SealeSeale

About Your InstructorB.A. in Business10 Years IT Training Experience 4 Years Experience as Tech Support Supervisor

Independent Training Consultant

Contact Info Name: Spencer Seale Email: spencer@sealeconsulting.net

Work: 816.585.5039

Meet & Greet Quick introduction:

Name Work What are your expectations of this class? What experience do you have on this

subject?

HousekeepingClass meets Mon-Thurs Evenings 6:00pm – 9:00pm

Bathrooms – down hall on right

Vending Machines – one building over

Fire Exits – front door CELL PHONES

Preflight Check1. Get comfortable

• Temperature• Chair• Trip hazards

2. Do you have a handout?3. Take NOTES!

• Do you have pen and paper?

Reading Suggestions Computer Repair with Diagnostic

Flowcharts by Morris Rosenthal  A Guide to Customer Service Skills for

the Help Desk Professional by Donna Knapp

See Student Handout

Course Prerequisites

Do you have basic customer service training?

Have you taken a class on Windows support or experience with supporting Windows?

Pre-Course Announcement PC Troubleshooting

Learn the LATEIP method of how to get to the core problem.

Module 1

Basic Troubleshooting

Objective Learn and understand the LATEIP

method of troubleshooting.

Why use LATEIP? To get to the CORE problem

Spencer’s learning experience

LATEIP Method LISTEN intently ASK specific questions TRY a solution ELIMINATE possibilities IDENTIFY the issue PROPOSE a solution

LISTEN Let the client explain the issue (and

possibly vent a little). When the client has finished talking,

Paraphrase the problem as you understand it, using your own words.

This lets the client know you listened and understand their concern.

p. 2

LISTEN Let the client explain the issue (and

possibly vent a little). When the client has finished talking,

P_________ the problem as you understand it, using your own words.

This lets the client know you L_______ and understand their concern.

p. 2

ASK questions Be specific in your questions.

This reinforces that you listened. This also begins the process of getting to the core problem.

Examples: “Can you please describe the problem?”“When did the problem begin to occur?”“What were you doing when the problem

began?”

p. 2

ASK questions Be S________ in your questions.

This reinforces that you listened. This also begins the process of getting to the C___ P_______

Examples: “Can you please describe the problem?”“When did the problem begin to occur?”“What were you doing when the problem

began?”

p. 2

TRY a Solution Make an attempt that is logical based on

the information you have so far. Ask your self what are possible causes? Document your attempt and the results

so you may back track if necessary.

p. 2

TRY a Solution Make an attempt that is L______ based

on the information you have so far. Ask your self what are possible causes? D________ your attempt and the results

so you may back track if necessary.

p. 2

ELIMINATE Possibilities Take steps to eliminate obvious causes to help

you get to the core problem.

p. 2

ELIMINATE Possibilities Take steps to eliminate obvious causes to help

you get to the C____ problem.

p. 2

LATE LOOP Steps 1 – 4 (L,A,T,E) will most likely need to

be repeated a few times to get to step 5. This is referred to as the LATE Loop.

p. 2

LATE LOOP Steps 1 – 4 (L,A,T,E) will most likely need to

be repeated a few times to get to step 5. This is referred to as the L____ L_____.

p. 2

Possible Problems Power related

o Not plugged ino Battery dead

Service relatedo No phone service

Equipment Relatedo Defective unito Phone line o Power cord defective

What is the Core Problem? Use the LATE Loop to get to the core

problem.

IDENTIFY the Issue

After a few LATE loops you may now know exactly what the problem is. As with step 3, you want to document what you think the issue may be.

p. 2

PROPOSE a Solution

If the client is present, explain (in non-technical jargon) what you are going to do and why.

If you can solve the issue, do it right away. Sometimes this solution may not be

immediate, which is why you should communicate it well to the client.

p. 3

Mnemonics for LATEIP Larry Always Tries Elevators In Public Little Airplanes Traverse Equator In Peril Large Animals Trample Endlessly If

Provoked

You can make one up as well, if it’s easier to remember

LATEIP Method L_________ A________ T_________ E_________ I__________ P_________

LATEIP Method LISTEN intently ASK specific questions TRY a solution ELIMINATE possibilities IDENTIFY the issue PROPOSE a solution

Quiz

Q. What is the LATE LOOP?a. Listen, Ask, Try, Eliminateb. A method of troubleshooting devised to get to the core problem.c. both a and bd. A reason why many freshmen fail out of college

p. 2

Quiz

Q. What is the LATE LOOP?a. Listen, Ask, Try, Eliminateb. A method of troubleshooting devised to get to the core problem.c. both a and bd. A reason why many freshmen fail out of college

p. 2

Review To learn and apply the LATEIP method of troubleshooting.

L______ A_____ T______ E______ I______ P______

Questions

15 Minute Break

Next Module Module 2 – Microsoft Windows XP Basics.

See you after break!

Please be back in 15 Please be back in 15 MinutesMinutes

Thank You for Learning!!