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Basic Troubleshooting 2-1
Chapter 2
Basic Troubleshooting
T
his chapter describes basic troubleshooting procedures that can help you
diagnose a computer system problem. These procedures can often reveal the
source of a problem or indicate the correct starting point for troubleshooting the
system. A brief explanation of how to load and start the diagnostics is provided
in “Running the Diagnostics” at the end of this chapter. Dell recommends that
you perform these procedures in the order they are presented in this chapter.
I
nitial User Contact
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 troubleshooting
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 system’s
condition permits.
See “Maintaining the System” in the online System User’s Guide for informa-
tion about backing up data.
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?
Yes . Proceed to step 3.
No. Proceed to the next section, “External Visual Inspection.”
3. Observe the user to determine if 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?
Yes . Instruct the user in the proper procedure, or direct him or her to the
appropriate user documentation for the correct procedure.
No. Proceed to the next section, “External Visual Inspection.”