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Initial Procedures 2-1
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This chapter describes initial procedures that can help you diagnose a com-
puter problem. These procedures can often reveal the source of a problem or
indicate the correct starting point for troubleshooting the computer. Dell rec-
ommends that you perform these initial procedures in the order they are
presented.
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When you first contact a user who has a problem, ask the user to describe the
problem and the conditions under which it occurs. A verbal description can
often indicate the cause of a problem or indicate the appropriate troubleshoot-
ing procedure to use. After the user describes the problem, follow these
steps:
1. Ask the user to back up any data on the hard-disk drive if the computer’s
condition permits.
See the “Maintaining Your Computer” section of the online
System User’s
Guide
.
2. Ask the user to try to duplicate the problem by repeating the operations he
or she was performing at the time the problem occurred.
Can the user duplicate the problem?
Ye s
. Proceed to step 3.
No
. Proceed to the next section, “Visual Inspection.”
3. Observe the user to determine whether he or she is making an error, such
as typing an incorrect key combination or entering a command incorrectly.
Is the problem a result of user error?
Ye s
. Instruct the user in the proper procedure or direct him or her to the
appropriate user documentation for a description of the correct procedure.
No
. Proceed to the next section, “Visual Inspection.”