|
|
Lab
1.2.3 Basic Troubleshooting
Estimated time: 30 min.
Objectives:
- Learn the proper sequence for troubleshooting computer and
network related problems
- Become familiar with some of the more common hardware and
software problems
- Given a basic problem situation, be able to troubleshoot and
resolve the problem
Background:
The
ability to effectively troubleshoot computer related problems is an
important skill. The process of identifying the problems and trying
to solve it requires a systematic step-by-step approach. This lab
will introduce some basic hardware and software related problems to
solve and will help you become more familiar with PC components and
the software required to use the Cisco curriculum. The process of
trying to solve a problem is fairly straightforward. Some of the
suggestions here are more than will be required to solve basic
hardware and software problems but they will help provide a framework
and guidelines when more complex problems arise:
Step 1 – Gather information:
- Observe the symptoms and try to characterize or identify the
problem.
- Try to describe what is happening or not happening using
proper terminology.
- Ask a coworker if they have encountered a similar problem.
- Get the opinions of others who may have more experience.
- Check web sites and troubleshooting knowledge databases.
Step 2 – Isolate the problem:
- Is it hardware (check for lights and noises) or software
(errors on screen) related?
- Use substitution to isolate the problem if there is more
than one component (if monitor does not work it could be the
monitor, video adapter or cables).
- Is it local (this workstation only) or remote (possible
network-wide problem)?
- Does it affect this software only or more than one
application?
- Is this the first time it has happened or has it happened
before?
- Was anything changed recently?
Step 3 – Select one or more possible causes and identify
potential solutions:
- Rank them in order of most likely to least likely cause.
- Check the simplest possible causes first (Is the power
turned on?).
- Check the easiest to check problems first (Try a system
reboot).
- Verify hardware first then software (Do any lights come
on?).
- Start with the physical then move to logical (check the NIC
before the IP address).
- Troubleshoot from the bottom up. Always check OSI layer 0
first (The power cord layer!!) Note: There is no OSI layer 0
but it is pretty important to check)
Step 4 – Test the most likely solution based on your best
guess and check the results
Step 5 – When you think you have found the problem and
corrected it, double check to make sure everything still works.
Tools / Preparation:
Before you begin, the teacher or lab assistant will have a
typical desktop Pentium-based (or comparable) PC available. The PC
should be a classroom computer configured to access the web-based
Cisco curriculum and assessment system. You should also review
Semester 1 on-line Lesson 1. The following resources will be
required:
- A computer running Windows 95/98
- Netscape or Internet Explorer software CD-ROM (if not already
installed on the computer)
- Access to the Internet via an Internet Service Provider (ISP)
using a LAN or dial-up
Work in teams of two. Team member A (or the instructor) will
select 2 problems from the list of common hardware and software
related problems (see answer section) and introduce the problems
into the computer. The desired goal will be to run one of the videos
from the semester 1 on-line curriculum. Team member A (or the
instructor) should create the hardware or software related problems
with the computer while the other is out of the room and then turn
off the computer and monitor.
When team member B identifies the problems and corrects them,
switch places and have the other introduce some new problems.
- Each team member solving the problem should fill in the table
based on the symptoms observed, problems identified and solutions to
the problem.
Team Member A
| |
Symptom observed
|
Problem identified
|
Solution
|
| 1st
problem
|
|
|
|
| 2nd
problem
|
|
|
|
Team Member B
| |
Symptom observed
|
Problem identified
|
Solution
|
| 1st
problem
|
|
|
|
| 2nd
problem
|
|
|
|
|