Chapter 15 PC Troubleshooting 637
Proceed Carefully
Do not rush when diagnosing problems. Operating in a hurry will lead to
sloppy work. This can create new problems or cause you to overlook something
important. In contrast, do proceed in a methodical yet constant pace. Customers
will not appreciate a technician who is standing around drinking coffee, talking,
socializing, or any other activity that appears to be a nonproductive use of
energy. Customers are typically paying a premium price for service and are
losing the use of their computers while they are inoperable. Don’t waste their
money, or, next time there is a problem, someone else will be called.
Write Things Down
Do not rely on your memory alone while performing troubleshooting. Before
you change a setting, write down the current setting. If you are going to delete
a file, write down the file name. You can make the problem much harder to find
if you create another problem along the way. If a problem is not cleared after
changing a setting or deleting a file, you should return the system file or setting
to the way you found it. Do not simply move on and try something else.
Think
Think the problem through. Don’t try operations out of desperation.
Desperate technicians will often run the same test twice knowing the results
from the first test were valid. These are acts of desperation, and they occur when
a technician is stumped.
When you run out of tests—stop and think about the situation. Writing things
down in a list helps. Make two lists. First, make a list of what you know is not
the problem. Then, make a list of possible problems that could still exist. Check
the Web site of the manufacturer of the PC, the BIOS, and the operating system.
There could be corrections posted for exact symptoms you are encountering.
Many times, a problem is discovered that affects a particular setup or particular
combination of hardware and software programs.
Don’t hesitate to contact the manufacturer of the hardware or software in
question by e-mail with a description of the problem. Most questions will be
answered in 24 to 48 hours at no cost for the service. You can get much faster
replies by calling, but that service is seldom free.
Your fellow technicians are another very important source of information. As
you progress in the PC repair world, you will make many friends. It is a standard
practice to share information with a colleague who may have encountered a
similar problem. A peer may have a quick and easy answer to a problem that you
have not encountered before. Other times, simply discussing the problem with a
peer can be quite helpful. Explaining the problem forces you to summarize the
situation and describe it in logical terms. Just the act of verbalizing the problem
may allow you to solve it. Never be embarrassed to use this form of assistance.