1.3 Identify tools, diagnostic procedures and troubleshooting techniques for personal computer components

> Recognize the basic aspects of troubleshooting theory for example:

Assess a problem systematically and divide large problems into smaller components to be analyzed individually

You can usually divid common PC problems into four categories hardware, software, user and environment. Each of these problem areas can be broken down further.

Hardware

• Failure - One or more components fail inside the computer.
• Compatibility - A component is not compatible with another component.
• Configuration - The hardware has not been installed or configured properly.

Software

• Configuration - Software (Operating System or Application Software) is not installed or configured properly.
• Failure - Software glitch. (This can range from corrupted data to a flaw in the programming)
• Compatibility - Software may not be compatible with some hardware or other software.

Environment

• The location of the computer and its environment (temperature, air flow, dust, electromagnetic interference ect).

User Error

• User hits the wrong keys. (sometimes as simple as the user hitting the zero (0) key rather than the letter O)
• Is not familiar with the computer
• Is not familiar with the software.

> Identify and apply basic diagnostic procedures and troubleshooting techniques for example:

Before trying to fix a problem, you need to gather information. First, make sure that you can duplicate the problem and that the user is not part of the problem. In addition, determine if the problem is always repeatable or is an intermittent problem. If it is an intermittent problem, does the problem follow a certain pattern (such as when the computer is on for a while) or does it occur completely randomly.

You can gather additional information by trying to use software utilities to test your system and by using a digital multimeter (DMM). Some of the utilities include software to test the computer components, check for viruses, look for formatting errors on a disk or check software configuration. In addition, find out if the computer was serviced or changed recently. Many times servicing or changes can cause other problems.

Other solutions including reconfiguring the software or hardware, reloading the operating system, application software or drivers, making changes to the CMOS Setup program or reconfigure the software. Whatever course of action that you choose, you should only make one change at a time. If the problem still exists, you will then make another change until the problem no longer exist. When determining which item to check or swap, you should first try to check items that are likely to cause the problem and are the easiest and quickest to check.

Before replacing any components, you should do the following:

• Confirm that all cables and connectors are connected properly and securely
• Verify CMOS setup programs
• Update the BIOS
• Verify that all drivers are installed properly and that you have loaded the newest drivers
• Look for updated device drivers

After you fixed the problem, you should always thoroughly test the computer before returning it to the customer or client. This will make sure that the problem did go away and that you did not cause another problem when fixing the first problem.

> Apply basic troubleshooting techniques to check for problems with components:

Use Windows XP Help and Support

If running Windows XP, there's a simple system health monitoring tool available. The tool can be found in the Help and Support Center.

To monitor system health using Help and Support

1. Log on as a local administrator on your computer, click Start, and then click Help and Support.
2. Under the Pick a task, click Use Tools to view your computer information and diagnose problems.
3. In the Task pane, click My Computer Information, and then click View the status of my system hardware and software.

You can check what programs and hardware are installed on this computer, the amount of memory available, or review diagnostic information about the health of the computer system.

> Motherboard Troubleshooting

The PC will not power on:

• Double check the power cable connection from the power supply to your AC power source.
• Ensure you are using the proper power supply.
• Ensure that the power supply connections to the motherboard are secure.
• Check for external power switch on back of power supply, Ensure it is turned ON.
• Remove and re-insert the processor, memory, and any add-in cards to make sure they are fully seated.
• Remove any non-essential hardware components and boot the system.
• Disconnect all power and remove the CMOS battery. Wait 10 minutes, then re-install the battery, reconnect power, and boot the system.

You get a beep code and no video during boot:

Click here for more on Beep Codes

• A sequence of short beeps after turning the power on may indicate that there was a problem during DDR SDRAM memory device detection.
• Check to ensure system memory is properly installed, and ensure the DDR SDRAM DIMMs you are using meet the specifications.

Processor heat sink fan will not turn:

• Connect the processor's fan heatsink cable to the processor fan connector labeled CPU FAN.
• Ensure that the power supply cable with the 4-pin connector is plugged into the 12 V processor core voltage connector located near the processor socket on the desktop board.

Floppy drive or CD-ROM not detected during boot:

• If you make any hardware changes related to drives, such as adding/removing hard drives, floppy drives or CD-ROMs, the specified boot order may change.
• Additionally, after you upgrade to a new BIOS or if you set the BIOS to factory defaults, your floppy drive or CD-ROM may not be detected in the desired boot order.
• Enter the BIOS Setup program and re-specify the boot order.

> Power Supply Troubleshooting

Besides supplying the power to the PC components, the power supply also provides the power-good signal. During boot up, the processor tells the computer to constantly reset. As soon as the power supply performs a self-test, testing if all voltage and current levels are acceptable, the power supply will send a power good signal (+5 volts) to the microprocessor. When the power good signal is sent, the computer will finish the boot process. If the power supply detects a short or overload, the power supply will stop sending the power good signal and the system will reboot.

Use a voltmeter to verify that each output from the power supply is correct. If any output is very low (especially the +5 volt output), replace the power supply.

To check for shorts and overloads, you need to use isolation:

1. Take out all of the expansion cards except the video card.
2. Disconnect any drives except your floppy disk drive and your primary hard drive.
3. If the system powers on with the minimum devices, one of the components which you removed or disconnected is causing a short or overload or all of the components together is too much for the power supply.
4. To find out which one is causing the problem, put one expansion card or connect one drive at a time and turn on the system to find out if that device causes the power supply to go into idle mode.

If it still does not work after removing all of the extra devices, it could be the motherboard/RAM, video card, floppy drive/hard drive controller card, floppy drive or the hard drive, which is causing the problem. In this case, you must then replace one device at a time until you find out which one is causing the problem.

> Processor / CPU Troubleshooting

CPU is not identified correctly during POST or in the BIOS setup program

• Check the CMOS parameters or jumpers settings on the motherboard for the processor.
• Check to make sure the motherboard supports the processor.
• Update to the newest BIOS version.

CPU is not identified correctly by the operating system.

• Check the CMOS parameters or jumpers settings on the motherboard for the processor.
• Check to make sure the motherboard supports the processor.
• Update to the newest BIOS version.
• Since many programs detect the processor so that they can better utilize their features, the software may have been written before the processor existed. Therefore, check with the software manufacturer for a patch or update.

Frequent processor failures.

• Make sure the motherboard supports the specific processor.
• Check the jumpers or BIOS setup program for the voltage settings of the processor.
• Check the jumpers or BIOS setup program for the operating frequency settings for the processor.
• Is the CPU fan working?
• Is the CPU heatsink clean? thus not allowing proper cooling from the fan.
• Is the chassis/case and power supply appropriate for the processor model and frequency and the motherboard?
• Check that the power supply fan is running properly and any other external case fans are running properly.
• Check that the air intakes for the external fans are unobstructed and have at least several inches away from walls and other items.
• Check that the power cable for the fan connected to the correct fan header specifically for the processor.
• Check that the thermal grease is applied properly.
• Check for power fluctuations.
• Use a voltmeter to verify that each output from the power supply is correct. If any output is very low (especially the +5 volt output), replace the power supply.

Processor is running hot

• Is the CPU fan working?
• Is the CPU heatsink clean? thus not allowing proper cooling from the fan.
• Is the chassis/case and power supply appropriate for the processor model and frequency and the motherboard?
• Check that the power supply fan is running properly and any other external case fans are running properly.
• Check that the air intakes for the external fans are unobstructed and have at least several inches away from walls and other items.
• Check that the power cable for the fan connected to the correct fan header specifically for the processor.
• Check that the thermal grease is applied properly.

> Floppy Disk Drives Troubleshooting

Throw it away :-)