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Troubleshooting Computer Troubleshooting Computer ProblemsProblems

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Certificate III Software Applications

Troubleshooting Computer Problems

Troubleshooting Computer Troubleshooting Computer ProblemsProblems

Solving computer problems is one of the most Solving computer problems is one of the most critical and frequent task user support specialists critical and frequent task user support specialists perform. These problems, presented by users can perform. These problems, presented by users can cover a wide range, including requests for cover a wide range, including requests for information, questions about how to perform a information, questions about how to perform a task, complaints about a product or feature, or a task, complaints about a product or feature, or a problem that involves hardware or software.problem that involves hardware or software.

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What is What is Troubleshooting?Troubleshooting?

Troubleshooting is the process of defining, Troubleshooting is the process of defining,

diagnosing and solving computer problems. diagnosing and solving computer problems.

One form of solving computer problems may One form of solving computer problems may

be a series of sequential steps.be a series of sequential steps.

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Sequential Problem Solving Sequential Problem Solving ProcessProcess

Collect information to clarify problem

Consider alternative

explanations

Formulate hypothesis

Analyse results

Test hypothesis

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Iterative Problem Solving Iterative Problem Solving ProcessProcess

Troubleshooting is often an iterative process, a Troubleshooting is often an iterative process, a

process that involves several paths or process that involves several paths or

approaches to problem solving. This means that approaches to problem solving. This means that

the trouble‑shooter follows one sequence of the trouble‑shooter follows one sequence of

steps for a while, then loops back and performs steps for a while, then loops back and performs

similar steps but down a different path.similar steps but down a different path.

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The process can involve many false starts and The process can involve many false starts and temporary stops, as the trouble‑shooter pursues temporary stops, as the trouble‑shooter pursues an approach.an approach.

Collect information to clarify problem

Consider alternative

explanations

Formulate hypothesis

Test hypothesis

Analyse results

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An iterative process may seem repetitious, An iterative process may seem repetitious, and in a way it is.and in a way it is.Troubleshooting is not always a neat, linear, Troubleshooting is not always a neat, linear, and orderly process.and orderly process.It is both an organised and creative process It is both an organised and creative process that requires flexibility and thinking skills that requires flexibility and thinking skills and patience that will eventually lead to a and patience that will eventually lead to a satisfactory solutionsatisfactory solution..

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The tools user support specialists employ in The tools user support specialists employ in troubleshooting can be physical tools such troubleshooting can be physical tools such as a diagnostic program or a database of as a diagnostic program or a database of information, or they can be thinking skills, information, or they can be thinking skills, such as:such as:

problem solvingproblem solving critical thinkingcritical thinking decision makingdecision making

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Path 1

Out of paper? Path 2Paper jam? Path 3

Bad cable?

The equipment The equipment doesn’t workdoesn’t work

State X : State X : Current Current statusstatus

The equipment works

State Y : Goal State

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Problem Solving SkillsProblem Solving SkillsProblem solvers use a variety of thinking Problem solvers use a variety of thinking skills. For example, a problem solver may skills. For example, a problem solver may analyse a problem on the basis of:analyse a problem on the basis of:AnalogiesAnalogies: Ways in which the current : Ways in which the current problem is similar to other problems that problem is similar to other problems that have been solved;have been solved;

"This problem with fonts in Excel is very "This problem with fonts in Excel is very similar to a problem with fonts in Word”similar to a problem with fonts in Word”

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Problem Solving SkillsProblem Solving SkillsProblem solvers use a variety of thinking skills. For example, a problem solver may analyse a problem on the basis of:Contradictions: Situations in which two facts cannot be true at the same time;“If this network card doesn't operate

in one computer, but works in another one, the problem is unlikely to be a

defective network card”

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Critical Thinking SkillsCritical Thinking Skills

Critical thinking describes the cognitive skills a problem solver uses to analyse a situation, search for the underlying logic or rationale, and strive for alternative ways to explain an event or situation.To think critically is to use personal experience, the power of logical thinking, "mental models" of how things work, and various analytic tools to understand and explain a situation.

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Creativity: The ability to find a novel or innovative solution to a problem. Trouble‑shooters that are creative have an ability to see problems from new or different perspectives."A computer problem solver may discover a

unique solution to a problem they have never seen before by thinking about how a similar

item of hardware or software operates”.

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Critical Thinking SkillsCritical Thinking SkillsHypothesis: testing the ability to formulate a hypothesis, guess or make a prediction based on experience, about the cause of the problem. Design a test that will prove or disprove a hypothesis.“A problem solver may make an initial guess that garbage characters output on a printer are due to a faulty cable. They then may design a series of tests to determine if the cable is faulty. Trying another cable is an example of a test and if the printer functions correctly the trouble‑shooter has proved that the original cable is faulty and is likely to be the cause of the problem state”.

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Metacognition: The ability to think about thinking. Good troubleshooters have the ability to step back from a problem solving situation and analyse their thought processes.

Using metacognition, for example, a trouble‑shooter may realise that they are assuming a problem is hardware related, when in fact, it may be software related.

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Examples of metacognitive questions Examples of metacognitive questions trouble‑shooters can ask themselves trouble‑shooters can ask themselves include;include;

what assumptions did I make that led me in what assumptions did I make that led me in the wrong direction?the wrong direction?

where did I go wrong solving this problem?where did I go wrong solving this problem? why did one problem solving approach why did one problem solving approach

work when another one didn't?work when another one didn't? how could I have solved this problem more how could I have solved this problem more

effectively of efficiently?effectively of efficiently?

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Decision Making SkillsDecision Making SkillsDecision making is the ability to select one Decision making is the ability to select one alternative from among a number of alternatives, alternative from among a number of alternatives, based on some evaluation criteria. For example based on some evaluation criteria. For example business decisions can be based on criteria such as business decisions can be based on criteria such as cost, output volume, profit margin, quality, customer cost, output volume, profit margin, quality, customer service, or employee morale.service, or employee morale.

Troubleshooters routinely use skills such as problem Troubleshooters routinely use skills such as problem solving, critical thinking and decision making in solving, critical thinking and decision making in their work, whether they are computer support their work, whether they are computer support specialists, fluid mechanics or a clock repairer.specialists, fluid mechanics or a clock repairer.

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Tools that Troubleshooters Tools that Troubleshooters UseUse

Most successful trouble‑shooters use tools that fall into one of five broad categories;

communication skills information resources diagnostic and repair tools problem solving strategies personal characteristics

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Communication SkillsCommunication Skills

Trouble‑shooters use communication skills to get a basic description of a problem, to learn the user's perspectives on the problem, and to probe for additional information.

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Communication SkillsCommunication Skills

The five principal types of communication skills used to troubleshoot computer problems are;

basic listening skills active listeningactive listening probesprobes critical questionscritical questions explanationexplanation

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Information ResourcesInformation ResourcesUser support specialists require access to a User support specialists require access to a various information sources to bring to a various information sources to bring to a trouble shooting situation. Examples of trouble shooting situation. Examples of information sources include:information sources include:personal experiencepersonal experiencescriptsscriptsknowledge basesknowledge basesprofessional contacts & co-workersprofessional contacts & co-workers

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Information ResourcesInformation Resources

support vendors & contractors

escalation or team problem solving

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Diagnostic and Repair Diagnostic and Repair ToolsTools

Support specialists use a variety of diagnostic tools to detect and repair hardware, software and network problems.

general purpose diagnostic tools hardware problem diagnosis software problem diagnosis network problem diagnosis

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Problem Solving StrategiesProblem Solving StrategiesTrouble‑shooters often apply one or more

common problem solving strategies. Shown below are seven commonly used strategies:

look for an obvious fix try to replicate the problem examine the configuration view the system as a group of subsystems

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Problem Solving StrategiesProblem Solving Strategies

use a model replacement strategy

try a hypothesis‑testing approachtry a hypothesis‑testing approach

get back to a basic configurationget back to a basic configuration

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Personal Characteristics of Personal Characteristics of Successful TroubleshootersSuccessful Troubleshooters

Personal characteristics play an important role in the trouble‑shooting process. These characteristics are listed below:

patient and persistentpatient and persistent enjoy the problem solving processenjoy the problem solving process enjoy working with peopleenjoy working with people able to learnable to learn

help desk

Documents

sequential problem

problemiterative problem

current problem

solvedthis problem

computer problem solver

variety of thinking

processthe process

creative process