Chapter 21, "Troubleshooting techniques and client relations," covers the techniques and procedures used to resolve problems related to both hardware and software. It also discusses how to recover from a complete hard drive failure and corruption of core system files and how to deal with clients. | Chapter Overview Basic Troubleshooting Techniques Windows Troubleshooting Tools Client Relations Troubleshooting Recognize that troubleshooting may be a technician’s most difficult task. Develop a plan of action after diagnosing a problem. Approach the problem in an organized and methodical manner. Quickly eliminate alternatives to focus on the cause of the problem. The Five Phases of Troubleshooting Basic Windows Troubleshooting Approach Start by gathering information about the problem and the system. Determine if the system will boot, and look for an obvious problem. Localize and identify the problem. Define an action plan that uses appropriate tools. Basic Windows Troubleshooting Approach (Cont.) Resolve the problem. Minimize the potential for recurrence by taking steps to eliminate further harm to the system. Document your work. Performing a Differential Diagnosis Differential diagnosis involves examining system behavior and filtering out the most likely . | Chapter Overview Basic Troubleshooting Techniques Windows Troubleshooting Tools Client Relations Troubleshooting Recognize that troubleshooting may be a technician’s most difficult task. Develop a plan of action after diagnosing a problem. Approach the problem in an organized and methodical manner. Quickly eliminate alternatives to focus on the cause of the problem. The Five Phases of Troubleshooting Basic Windows Troubleshooting Approach Start by gathering information about the problem and the system. Determine if the system will boot, and look for an obvious problem. Localize and identify the problem. Define an action plan that uses appropriate tools. Basic Windows Troubleshooting Approach (Cont.) Resolve the problem. Minimize the potential for recurrence by taking steps to eliminate further harm to the system. Document your work. Performing a Differential Diagnosis Differential diagnosis involves examining system behavior and filtering out the most likely problem. If a symptom is linked to an action, then that action is the most likely cause. In developing a differential diagnosis, you should Identify possible causes and work to eliminate all but one Validate your assumption by testing the solution Observe where in the operational cycle the problem occurs Three Components of the Operational Cycle Experience Is Key Check out initial “hunches” first. If the problem is not solved, follow the plan. Have a disaster recovery plan that uses backups to restore systems in the case of a corrupt operating system (OS) or hard disk drive crash. Follow the natural order of working through each phase. Startup Issues If the OS fails to load, hardware or driver problems are often the cause. Identify any changes to the system. Ask questions to determine the user’s skill level. Explore the possibility of a virus. Identify the proper tools to use. Operational Issues Applications, network connections, and system services can cause isolated .
