Troubleshooting Hardware

Universal Troubleshooting Process

1. Define your symptoms
Write down as many symptoms as you can. This helps you to remember if you must explain the symptoms to Network Support.

2. Identify and isolate the source
Use the process of elimination. Virtually all problems with PCs involve more than one component. The difficulty is usually in figuring out which component is responsible for the problem. The key is to make only one change at a time and then see if the problem goes away. You will want to first check the most probable sources of the problem and the things that are the easiest to change. Make use of components that you know work.

3. Replace
Use anti-static boxes and bags for storage.

4. Retest
System must be reassembled carefully before testing it.

Note: Never continue with a repair if you are tired or frustrated.

Very Basic Things to Check First

• Always check the power cords and cable connections before doing anything else.
• Inspect the ends of cables to make sure that wires are connected. This is especially important if you are getting error messages such as "slow network connection."
• It is ok to remove and re-plug in cables to make sure they are properly connected.

Virus Scan

Since viruses are so common, and they can exhibit so many strange types of behavior that are similar to real hardware and software programs, you should do a virus scan as the first step in troubleshooting a hardware or software problem.

Note: Viruses are scanned automatically at the B&ECPL using InoculateIT.

The following problems are usually system or component problems, but can also be a result of viruses:

• spontaneous system reboots
• system crashes/hangups
• application crashes
• sound problems with the speaker or sound card
• seemingly random glitches on the screen
• corrupted hard disk data
• partitions that seem to disappear
• system slowdowns
• hard disks that won't boot
  

Virus Hoax websites:

• VMyths.com  The Truth about Computer Security Hysteria  www.vmyths.com
• Symantec Security Response  www.symantec.com/avcenter/hoax.html

General Virus Information website:

• Computer Associates - Virus Encyclopedia  www.cai.com/virusinfo/encyclopedia

Monitors

If the picture is too dark, off center, distorted or strangely colored

• Reset the display to the factory default settings. Find the access panel on the front of the monitor just below the screen. Press the "Reset" button (if available).  Different monitor models have unique access panels.

• The most common monitor problem is total failure, and the power status LED (light) doesn't come on. This can be due to something as simple as a blown fuse or something as serious as a dead flyback transformer or a popped CRT. Simple problems like blown fuses or broken switches can be repaired at a local appliance shop. A bent pin inside the connector shell can cause any problem ranging from no display to missing colors to a continually scrolling screen.
  
• Monitors that are placed closed together will often produce scan-line interference on one another which manifests itself by a line or set of lines continually moving across the screen. Increasing monitor separation by a few feet will usually clear up the problem.

• The most common cause for a shaky or oscillating image is the presence of an external magnetic field such as the power supply for your printer. Troubleshooting these problems is done by moving the PC to another location or experimenting with turning off some of the surrounding electrical equipment.

• Normally, a color CRT is demagnetized (degaussed) each time the monitor is turned on. However, if the CRT is subjected to external magnetic fields, it might cause color problems across the entire CRT or in small localized areas.
  

There are 3 ways to correct color-purity problems:

1. Try moving anything that might be magnetic away from the monitor.
2. Try degaussing the monitor by turning it off, waiting 30 seconds, then turning it on again. This allows the monitor's built-in degaussing coil to cycle. If the problem persists, wait 20-30 minutes and try cycling the monitor again.
3. If the image is still discolored, you should use a hand held degaussing coil to demagnetize the CRT.

Caution: Never open monitors.

Sound Output does not work (cannot hear sounds or music)

1. Check the volume control

• Double-click on the volume control (speaker icon) in the lower right corner of the screen.
  
  
  
  
• Make sure that the Mute box under Volume is NOT checked and that the volume is turned up.

2. Check speakers and/or headphones

• If you have speakers attached to your computer, make sure they are plugged in and turned on.  There is usually a small pilot light that indicates when they are turned on.  Check the volume control on the speakers or headphones to make sure it is not turned all the way down.
• Make sure the speakers or headphones are connected to the computer correctly.  They must be connected to the audio output socket on the back of the computer.  This is usually marked with a small picture of a headphone or speaker.  Make sure it is NOT connected to the microphone input (usually marked with a picture of a microphone).  Make sure the cable is firmly plugged in.  Jiggle the wires.

Keyboards

• Many keyboard problems can be resolved by simply cleaning the keys.
  
• Always make sure that the keyboard is plugged in firmly and that nothing is resting on the keypad.
  
• When keyboards totally fail, the system hangs on booting and displays a keyboard error message. Sometimes a keyboard failure will suggest a problem with the keyboard controller on the motherboard.
  
• Some keyboards, due to capacitive buildup or heat-related failure, will cease to work while the computer is in use, giving the user the impression that the system has "hung." A simple test to see if the system is locked up or the problem is in the keyboard input is to check if the mouse still works. If the mouse works, neither the software or general system hardware can be faulted. If using another keyboard doesn't fix the problem, the failure is with the keyboard BIOS (controller) chip.

Note: For further assistance, contact your PC manufacturer's support services or the store from which you purchased your computer.

Hard Drives

• Most hard drive problems are actually controller or software issues, particularly corrupted system files or viruses. Hard drive performance degrades with time as the information you are seeking gets spread all over the disk, a process called fragmentation. The main symptom is head thrashing which causes the hard drive LED (light) on the front of the system box to flash rapidly for long stretches of time. You can correct the problem with the DEFRAG program.

• The two most common problems encountered with otherwise healthy hard drives are a lack of sufficient free space and lost allocation space caused by turning the PC off while it's in Windows applications software. As a rule of thumb, you should keep a minimum of 10% of your hard drive space free at all times. The main reason is Windows' constant need for virtual memory. If the hard drive gets too full, the system may lock up in Windows or files may become corrupted. If the PC is turned off while in Windows, the files aren't closed properly and become lost allocation units on the hard drive. Run SCANDISK to free up the lost space.

The DEFRAG and SCANDISK programs can only be used on library "standalone" (staff) computers.

• Hard drives are not worth repairing, due to the availability of faster, larger drives costing the same as the repair. You may be able to recover the data that was never backed up before replacing the drive.

Note: Note: For further assistance, contact your PC manufacturer's support services or the store from which you purchased your computer.

Disk Space Troubleshooting

Use the following methods to solve some of the problems you may encounter if you run out of disk space.

• Empty the Recycle Bin.
• Use ScanDisk to check for errors that may be using up disk space.
• Remove Windows components that you no longer use.
• Back up unneeded files and remove them from your hard drive.

Floppy Drives

Floppy drives are among the least reliable and most finicky components in a PC. Part of the problem stems from their low cost and from the lack of quality of the floppy disks. Problems occur when floppy drives get dirty inside and when the thin metal shield on the diskette gets stuck in the drive preventing the disk from ejecting or comes off altogether jamming the mechanism.

• The most common problem in new PCs are misconnected ribbon cables. If you boot the PC and both floppy lights come on and stay on, the ribbon cable is misconnected. The bad connection can occur at the controller end of the cable or at the 3 1/2 floppy drive.

• The easiest failure to diagnose is when the on-drive LED (light) doesn't come on or the drive doesn't spin up or seek. Try changing the power cable to the drive and reseating the ribbon cable on the drive and controller card. If the drive still fails to respond, the problem is the drive or the controller.

• In cases where the drive fails to read or write to floppy diskettes that work fine in a sampling of other machines, the problem is with the drive or controller. The easiest diagnostic is to swap out the drive or controller with one borrowed from another PC.
  

Note: For further assistance, contact your PC manufacturer's support services or the store from which you purchased your computer.

Common Diskette Problems

The diskette drive is not recognized:

• Shut down and restart your computer.

You receive a "Access Denied" or "Write Protect" error message:

• Move the write-protection tab in the upper-right corner of the diskette down (unprotected).
• The diskette may be full.  Delete unnecessary files on the diskette and try again.
• Not all diskettes are IBM-compatible.  Make sure the diskette you are using is IBM-compatible.
• Try a different diskette.  Occasionally diskettes are flawed and cannot be read by the diskette drive.

You receive a "Disk is full" error message:

• Delete unnecessary files on the diskette.
• Try a different diskette.  Occasionally diskettes are flawed and cannot be read by the diskette drive.
• Run ScanDisk on the diskette.  If errors are detected and corrected, try using the diskette again.

You receive a "Non-system disk" or "Disk-error" error message:

• Eject the diskette from the diskette drive.  Press "Enter".
• Make sure the diskette you are using is IBM-compatible.

The light on the diskette drive is lit continuously:

• Remove the diskette from the drive.  If the light stays on, try restarting your computer.

Floppy Diskette Care

• Keep your floppy diskette away from devices that produce magnetic fields -- like your monitor, speakers and, yes, refrigerator magnets. Floppy disks are not in any danger when X-rayed by airport security. X-rays are not magnetic. But do watch out for the metal detectors: most employ a weak magnetic field to find metal.
  
• Put your diskettes in a hard plastic container for protection from dust.
  
• Don't put them in your pocket, purse or backpack without covering them.
  
• Protect your diskettes from high or low temperatures. Don't expose them to temperatures above 120 degrees Fahrenheit -- leave them in a car on hot day and they will warp unrecoverably. Diskettes can handle exposure to lower temperatures (within reason) but should be allowed time to acclimate to room temperature.
  
• Do not touch the the read/write window of the disk (area covered by the metal shutter). You can use a ball-point pen or pencil to write on labeled 3 1/2 inch floppy disks.
  
• Use the write protect notch, a sliding plastic piece in the corner of the diskette, to keep from accidentally formatting the disk or erasing files. When the hole is open the disk is write protected; when it's closed the disk is writable.
  
• Once a diskette start showing problems, copy the data and toss it. But before you do, try the diskette on a few more computers. If the disk is readable on those computers, the problem may be with the disk drive.
  

If the metal shield comes off a diskette:
The metal shield protects the physical media of the diskette.

• Discard metal shield
• Backup the floppy diskette to another floppy diskette or hard drive.
• Discard the diskette.

Note: For further assistance, contact your PC manufacturer's support services or the store from which you purchased your computer.

CD-ROM Drives

Although the vast majority of CD-ROM problems are caused by software or setup problems, the drives themselves are delicate and unforgiving devices. Considering that their prices have plummeted over the last few years, there is little economic sense in attempting a lengthy repair. When a fault occurs in the drive or in its adapter board, your best course is typically to replace the defective drive.

Note: For further assistance, contact your PC manufacturer's support services or the store from which you purchased your computer.

Printers

General Printer Troubleshooting

• Make sure the job was sent to the correct printer.
• Check to see if the printer is turned on. The "ready" button should be lit.
• Make sure the printer has paper.
• See if the printer has a paper jam.
• Check that the print monitor is open on the machine you are trying to print from (Mac) or check the Printer Settings (PC) to see if anything looks unusual.
• Check cables to ensure that everything is securely plugged in.
• Try turning the printer off, wait 10 seconds, then turn it back on.

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