Quick Troubleshooting Tips
by Harry H. Husted
In my years of PC troubleshooting,
I've corrected many perplexing
problems and I've corrected many problems that are more run-of-
the-mill. I decided to make available to you this list of common
problems and solutions to help you with your own troubleshooting
efforts.
Common Problems For Beginners Here are
a few of the most common
complaints and ways to resolve them:
* "The taskbar is gone."
Often, the user has accidentally resized
the taskbar to where it's just a thin bar across the bottom of
the screen. Explaining how to resize it usually corrects the
situation.
* "My program is gone." When
I hear this complaint, I suspect the
user has either deleted a shortcut from the desktop or may have
accidentally deleted the program's shortcut from the Start menu.
I just walk the user through re-creating the shortcut.
* "My documents are gone."
Someone may have changed the file
location that appears in the Open dialog box in an application
program, such as Word. I gave the user a quick tutorial on file
and folder locations, and how to change the save location.
Startup Problems "Won't
start" is a very broad topic; the cause
can be anything from the monitor being turned off to a bad DLL.
Here's a further breakdown with some ideas for troubleshooting
each situation.
No Video One of the hardest problems
to solve is when you don't
get video after turning your computer on. After all, it's
somewhat hard to read any error messages that appear on-screen
without any video display. Here are some things you can check
when you're not getting any video at boot-up:
* Make sure the monitor is plugged in,
connected to the PC, and
turned on.
* Verify that the computer is plugged
in and turned on. Also,
make sure all connectors are snugly in place.
* Sometimes, a reversed hard disk
cable or drive jumper conflicts
can prevent video from appearing on-screen. You can disconnect
all the drives except the floppy and then add the other drives
back in, one at a time, until you see some video.
* Make sure the video card is firmly
seated. If it's a PCI card,
try placing it in a different slot. If it's an AGP card, forget
about it, since there's usually only one AGP slot.
* Remove all circuit boards, drives,
etc. so you're left with
only the motherboard, processor (with fan), memory, keyboard, and
video card, and restart the system to see if the video displays.
If the monitor displays video, start adding pieces back in, one
at a time, until you find the problem component.
Windows Won't Start Suppose you get
video to display on the
monitor, and you can get into the BIOS, but Windows won't start.
The problem could be many things. To find the fix, check out
these potential causes:
* Make sure the hard disk that
contains the Windows OS is
functional.
* If Windows begins to start but then
hangs, a specific driver or
DLL is probably causing the problem. Using the step-by-step
confirmations, make a note of the last line that appeared on-
screen before the hang. Then, start in Safe Mode and remove the
program that is causing the problem or use MSCONFIG, the System
Configuration Utility, to exclude that item from startup.
* If Windows locks up at the point
where the chosen video mode
kicks in - that is, after the splash screen but before you see
the mouse pointer - an invalid video mode has probably been
chosen. Start in Safe Mode and change the video to default VGA
mode.
Windows Starts, But With Errors Errors
are typically caused by a
corrupted or missing DLL. For example, suppose a user had a
scanner with a driver that loaded at startup, but then he removed
the scanner and its software. However, for some reason, the
Registry never got the message, and now it still tries to load
the scanner driver at startup. To correct the problem, check the
Startup folder and Add/Remove programs to make sure the scanner
software is not installed. If it still shows as being installed,
use MSCONFIG to exclude that driver's line from startup.
Crashes, freezes, and Blue Screens
Suppose Windows starts
normally but then starts crashing, freezing, or giving serious
error messages shortly afterward. This can be one of the most
annoying occurrences when trying to get Windows to run properly.
It can mean many different things. Try the following approaches
to diagnose and fix the problem:
* Run ScanDisk (or Check Disk in
Windows XP). This will fix about
85 percent of the problems that end users have with Windows.
* Check for signs of overheating.
Random lockups that start
several minutes after you start up the PC are often the result of
the processor cooling fan not doing its job. Overheating can also
result from missing back plates behind expansion slots or from
operating the PC with the cover off. You would think that having
more air in the case would not be a cause of overheating, but it
often is. This is because the case is designed to pull air in
from the power supply fan and force it through the case in a
certain path. If the case is open or there are extra air holes,
such as missing back plates, the air doesn't flow properly.
* If you get a Blue Screen error that
reports a problem with a
specific memory address and it's the same every time, use a
diagnostic program to check the RAM for errors. Bad memory could
cause Windows problems.
* Try to determine whether the error
is the result of a specific
action, such as launching a particular program. If it is, see the
following section on "Problems with a specific program."
* Check for viruses. It's worth the
few minutes it takes to do
this, but make sure you have updated the virus definitions first.
* If you can get to the Internet, try using Windows Update to see
whether there are any new patches available.
* Check the Microsoft Knowledge Base
to see whether there are any
known issues that could be causing the problem.
* Reinstall Windows. The quickest way
to do this is to reinstall
over the top of the existing copy; then you don't have to
reinstall any applications. If that doesn't solve the problem,
try installing Windows into a different folder.
Problems With A Specific Program If a
problem occurs only when
starting or using a specific program, here are some things to
look for:
* Verify that the shortcut you're
using to start the program
points to the correct file. If you have upgraded to a new version
of the program, this may be where your problem lies. The shortcut
might still point to the previous version.
* Run the Disk Defragmenter.
* Turn off any programs running in the
background, particularly
antivirus programs.
* Before launching the program you are
experiencing problems
with, use the Task Manager (or the End Program dialog box in
Windows 9x/Me) to see whether there are any programs or processes
that are not responding. I ran into a problem where a program
that loaded at startup would stop responding shortly after, but
not show any evidence of it until it caused a seemingly unrelated
program to crash when launched.
* Disable as many of the programs that
load at startup as
possible and then restart the computer. Then, try running the
application again. If that doesn't help, try running the
application in Safe Mode. If it works, you at least know the
program itself is okay and the problem is being caused by a
conflict with something loading at startup.
* If the program doesn't work in Safe
Mode, try uninstalling and
reinstalling it. Before you do, however, make sure you have a
full set of installation disks for it, and if you have an upgrade
version, make sure you also have a full previous version.
Modem and Internet Problems I also
frequently see problems
involving Internet connections. Modems seem to give end users a
great deal of trouble. Here are some ideas for troubleshooting
both modem and network-based connections:
Network-based Internet Connections In
a corporate environment
where Internet access is provided through the network, verify the
following:
* Can this computer view other
computers/servers on the network?
In other words, is the Internet access the only problem here, or
is it a general network problem?
* Can other computers in the same
workgroup or domain access the
Internet? If so, you know the problem is localized to this PC
only. Try running the Internet Connection Wizard in Windows to
refresh the settings.
On a small-office-based PC, network
Internet access might exist
with a cable or DSL connection. In such situations, here's what I
recommend:
* Check the documentation or setup kit
for the cable or DSL
service to see whether a specific IP address or computer name
must be used. With my cable Internet service, for example, it
works only if I specify a certain computer name.
* Turn off the cable or DSL terminal
adapter, wait a few seconds,
and turn it back on again. It should reset itself with the
network within a few minutes. On most models, you can tell it has
been reset because a row of lights will illuminate. If you can't
get it to reset, the problem lies with the network, not with your
PC.
* Run the Internet Connection Wizard
in Windows (going through
Internet Properties in the Control Panel is one way to do this)
and make sure Windows knows you intend to connect through a LAN
rather than through a dial-up.
* If you have both a dial-up
connection and a LAN-based one and
are plagued by constant Connect dialog boxes popping up when you
are already connected via LAN, go to the Connection tab in
Internet Properties and make sure Never Dial A Connection is
selected.
Dial-up Connections Here are some tips
for troubleshooting a
dial-up connection that won't dial, won't connect, or won't stay
connected:
* Check the modem. To do so, use the
Diagnostics (or More Info)
in the Modems properties of Control Panel.
* Make sure the correct driver is
loaded for the modem. Remove
the modem from the Modems properties or from the Device Manager
and let Windows redetect it. I recently had a client who bought a
new modem (same brand, similar model) without removing the old
modem's driver in Device Manager. Although Windows saw the new
modem, it wouldn't talk to it. A new driver specifically designed
for the new model solved the problem. Also, make sure the driver
you are using was designed for your OS version.
* Check the phone line by plugging a
telephone directly into it
to see if you get a dial tone.
* Make sure that you don't have the
line and phone cables
reversed if the modem has two plugs in the back.
* If line noise is a problem or you
experience slow connection
speeds, have the phone company check the line. Slow connection
speed is often the result of a noisy phone line rather than a
problem with the modem or computer.
* If the modem won't stay connected to
your ISP or online
service, wait 24 hours before assuming there is a problem on your
end. Sometimes, ISPs have intermittent connection problems that
resolve themselves within a day or so.
These are just some of the techniques
I use to help resolve
customer complaints. If you have similar problems, this list may
be of help to you. Use these lists as a quick reference tool to
track down and fix some of the problems your users encounter.
About the Author: Harry H. Husted is a
contributing writer at
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