IF123/Organisasi Komputer

 Program Studi : Teknik Informatika

2
Troubleshooting
 Recognize that troubleshooting may be a
technician’s most difficult task.
 Develop a plan of action after diagnosing a
problem.
 Approach the problem in an organized and
methodical manner.
 Quickly eliminate alternatives to focus on the
cause of the problem.

3
The Five Phases of Troubleshooting

4
Basic Windows Troubleshooting
Approach
 Start by gathering information about the
problem and the system.
 Determine if the system will boot, and look
for an obvious problem.
 Localize and identify the problem.
 Define an action plan that uses appropriate
tools.

5
Basic Windows Troubleshooting
Approach (Cont.)
 Resolve the problem.
 Minimize the potential for recurrence by
taking steps to eliminate further harm to the
system.
 Document your work.

6
Performing a Differential Diagnosis
 Differential diagnosis involves examining
system behavior and filtering out the most
likely problem.
 If a symptom is linked to an action, then that
action is the most likely cause.
 In developing a differential diagnosis, you
should
 Identify possible causes and work to eliminate all
but one
 Validate your assumption by testing the solution
 Observe where in the operational cycle the
problem occurs
7
Three Components of the Operational
Cycle

8
Experience Is Key
 Check out initial “hunches” first. If the
problem is not solved, follow the plan.
 Have a disaster recovery plan that uses
backups to restore systems in the case of a
corrupt operating system (OS) or hard disk
drive crash.
 Follow the natural order of working through
each phase.

9
Startup Issues
 If the OS fails to load, hardware or driver
problems are often the cause.
 Identify any changes to the system.
 Ask questions to determine the user’s skill level.
 Explore the possibility of a virus.
 Identify the proper tools to use.

10
Operational Issues
 Applications, network connections, and
system services can cause isolated problems.
 If a device attached to the system is not
working, the problem may be the driver or
conflicts with another device.
 System-wide devices or services might cause
erratic problems.

11
Shutdown Issues
 Some of the most difficult problems to
diagnose are computers that
 Hang unexpectedly during normal operation
 Restart unexpectedly
 Hang during shutdown or refuse to shut down
 These problems can stem from faulty device
drivers, runaway system processes,
malfunctioning applications, memory
management problems, or hardware
problems.

12
Working Through the Phases
 Ensure that all hardware meets system and
compatibility requirements.
 Search the Knowledge Base on the Microsoft
Web site or the Microsoft TechNet
Subscription CD-ROM or DVD.
 Ensure that the system is receiving adequate
and clean power.
 Use a virus program to rule out infection.

13
System Startup in Safe Mode and
Command Mode
 Problems during the power-on self test (POST) are
almost always directly related to hardware.
 If the system still fails after you remove suspect
hardware, you should use safe mode.
 Pressing F8 after the POST invokes safe mode.
 If safe mode is not possible, you can use command
mode.
 Microsoft Windows 2000 and Microsoft Windows NT
can start the system in “Last Known Good
Configuration.”

14
Operating System Management Tools

15
Operating System Management Tools
(Cont.)

16
Operating System Management Tools
(Cont.)

17
Operating System Management Tools
(Cont.)

18
Operating System Management Tools
(Cont.)

19
Operating System Management Tools
(Cont.)

20
Operating System Management Tools
(Cont.)

21
Operating System Management Tools
(Cont.)

22
Operating System Management Tools
(Cont.)

23
The Windows 2000 Computer
Management Snap-In

24
The Windows 98 MSI Tool

25
Using the Windows 98 System
Configuration Utility

26
Using Device Manager to
Troubleshoot Windows

27
Shutdown and Related Problems
 Shutting down Microsoft Windows improperly
can corrupt data.
 Technicians should educate users on the
proper way to shut down their computers.
 When a system hangs during shutdown, it is
typically due to an application that is not
releasing resources.
 Two useful troubleshooting tools are selective
startup and Task Manager.
 Selectively choosing the options to load
during startup can help isolate the problem.
28
Using Task Manager
 Task Manager is not available in Microsoft
Windows 9x.
 Pressing Ctrl+Alt+Del invokes Task Manager.
 If there is unusually high CPU usage, the
system might be running low on resources.
 If you suspect an application, you should
close it and observe the result in Task
Manager.

29
The Performance Tab

30
The Windows 98 System Monitor

31
The Windows 98 Resource Meter

32
Registry Recovery
 Registry recovery is a necessary skill for any
technician because Registry corruption is a
fact of life.
 The Registry recovery process varies,
depending on whether Windows 98 or
Windows 2000 is installed on the system.

33
Troubleshooting the Windows 9x
Registry Startup
 The Registry Checker inspects and backs up
the Registry when the system is started.
 If it encounters an error, it restarts the
computer in scan mode to try to fix the error.
 If the Registry Checker cannot automatically
run, you can start it manually from a DOS
prompt.
 Pressing F8 to start a DOS prompt allows you
to run SCANREG /FIX.

34
Restoring the Windows 9x Registry
from a Backup
 Replace the current Registry from a backup
copy if the Registry is corrupt.
 Press F8 to restart the system in MS-DOS mode.
 Type scanreg /restore to start the Registry
Checker in restore mode.
 Select the last known good Registry backup from
the list of .cab files.
 If new hardware caused the problem, remove
it from the system before the Registry repair.

35
Using the Windows 2000 Recovery
Console
 Can be used to restore a damaged or corrupt
Registry
 Can be used with an emergency repair disk
(ERD) to recover the system
 Is not automatically installed during a normal
Windows 2000 setup
 Must be used with care; improper use could
cause loss of data and possibly damage the
system

36
Recovery Console Procedure
 Start the Recovery Console rather than the OS.
 Use the CD command to change to the
X:\Winnt\Repair\Regback directory.
 Copy files you want to restore to the X:\System
Root\System32\Config directory.
 Completely restore the Registry by copying five
files from the Regback directory: Default, SAM
(Security Account Management), Security,
Software, and System.
 Ensure that all files have been copied to the
Config directory; then exit and restart the
system. 37
MS-DOS Application Incompatibilities
 Windows 9x and Windows 2000 might have
problems with some MS-DOS applications.
 Improved memory management allows most
MS-DOS applications to run better in newer
versions of Windows than in Microsoft
Windows 3.11.
 Some MS-DOS applications cannot locate a
recognizable MS-DOS version and do not run.
 Some legacy MS-DOS applications use
resources in a way that is incompatible with
Windows and can cause the system to hang.
38
Supporting MS-DOS Legacy
Applications
 MS-DOS applications check the version
number of MS-DOS before running.
 If the application reads a version it does not
recognize, it crashes.
 To trick the application into reading the
version it expects, include the following line in
the CONFIG.SYS file:
device=c:\windows\setver.exe

39
Supporting Legacy Windows 3.x
Applications
 Find the name of the application’s module by
using QuickView.
 If necessary, install QuickView with
Add/Remove Programs in Control Panel.
 Add the following section to the WIN.INI file:
[Compatibility]
module_name = 0x00200000

40
Other MS-DOS Workarounds

41
Advanced Options for MS-DOS
Workarounds

42
Printing Problems
 The Windows 9x online help includes the
Print Troubleshooter.
 If the Print Troubleshooter does not help
solve the problem, you can use the Enhanced
Print Troubleshooter (EPTS).
 You can copy it from the EPTS directory on the
distribution CD-ROM to the hard disk drive.
 EPTS.EXE runs a more detailed version of the
standard online help troubleshooter.

43
If the Printer Does Not Print
 Make sure the power is  Make sure the driver
on and the printer is and printer are in the
online. same mode.
 Check the cable  Send a print job directly
to the printer.
connections.
 Print from another
 Verify that the printer application.
has paper.  Delete and reinstall the
 Clear any paper jams. printer.
 Clear the print buffer.  Print to a file and copy
the file to the printer
port.
44
If the Printer Takes Too Long to Print
 Ensure that spooling  Check for sufficient
is enabled and system resources.
Windows is  Upgrade the printer
spooling. driver if possible.
 Make sure the drive  Make sure that
has enough disk Windows is sending
space. TrueType fonts as
 Defragment the outlines, not
hard disk. bitmaps.
45
If Printouts Contain Random
Characters
 Make sure the  Use ready to print
printer language and (RAW) spooling
type are correctly instead of Enhanced
identified. Metafile Spooling
(EMF).
 Verify that there is  Print one job at a
enough printer time.
memory.  Make sure the
 Print directly to the printer can support
printer. the printable region.
46
Other Printing Troubleshooting Tips
 If the Print command on the File menu is
dimmed, verify that a printer driver is
installed.
 If you cannot print from an MS-DOS program,
go to the printer properties sheet and
deactivate the Spool MS-DOS Print Jobs
option.

47
Getting Organized and Keeping
Records
 Providing efficient and effective service is as
important as resolving hardware or software
problems.
 The key to efficiency, effectiveness, and
success is organization and good record-
keeping.
 Updating your records each time you perform
a service saves you time in the long run.
 You should create a database of essential
information for each computer you work on.
48
Suggested Types of Information to
Document
 Use unique and descriptive computer names.
 Document all technical information about the
system.
 Save all unique data to floppy disks.
 Keep an incident log for each computer.

49
Levels of Support
 Large organizations can separate support
functions into several levels.
 Some support can be delegated, based on
user knowledge and organization size.
 Proper delegation of technical support
functions can save time for everyone.

50
Level 1: Designated, On-Site User
 A designated user in each department can
handle simple technical support and most
trivial problems.
 The designated user should have a basic
knowledge of computers.
 A knowledgeable on-site source can assist
you effectively.

51
Level 2: Telephone Support
 Telephone support offers a quick solution to
common problems.
 Getting information over the phone can help
you prepare for on-site repair.

52
Level 3: On-Site Service
 Decide whether to service the system on-site
or bring it back to your workplace by asking
the following questions:
 Will repairs interfere with the user’s work?
 Will the user’s location interfere with your work?
 Is the computer in a high-traffic area?
 Will the user want to help?
 Do you have enough space to work?

53
Spare Parts
 Manage your spare parts inventory by
 Knowing the frequency of failures and number of
replacement parts you will need
 Knowing how long it takes to get replacement
parts and ordering them appropriately
 Knowing how quickly your suppliers can provide
parts
 Buying spare components in bulk whenever
possible
 Standardizing your parts to keep your inventory
small

54
Standardization
 In large organizations, standardization
reduces the number of spare parts required.
 Standardization is not always possible.
 You should standardize whatever you can
control.
 You should establish standards for groups of
similar systems.
 When you have computers with little in
common, setting standards such as common
interrupt requests (IRQs) can be very
worthwhile. 55
Customer Service
 The bottom line in computer repair is
customer service
 The following are two methods for handling
initial support calls:
 The call is routed to a central help desk, and then
routed to a support team member
 Any member of the support team can respond to a
call
 Handling support calls professionally is critical
to your business success

56
Handling a Support Call
1. The greeting: briefly identify the caller and
nature of the problem
2. The description: obtain a description by
guiding the conversation and keeping it
focused
3. The interview: ask short, logical, and simple
questions
4. The closure: assess, evaluate, and provide a
plan of action

57
Reports and Logs
 Keep a client profile log describing each client
and their business.
 Ask the client for referrals and ask if you can
use them as a reference.
 Keep written records of referrals and contact
the referred person as soon as possible.
 Leave business cards with clients and ask
them to distribute the cards.
 Call the client after a few days to ensure that
the problem has been resolved.
58
Difficult Clients and Coworkers
 Provide training information to users who
need training.
 Put instructions in writing for clients who
cannot remember instructions.
 Make advanced users part of the solution, not
the problem.
 Require users who complain about trivial
problems to put them in writing.

59
Escalating Problems and
Documenting the Closure
 If the problem is outside your expertise, track
the progress of the responsible person.
 If you are an independent service provider,
find a solution.
 If you resolved the problem previously but
did not document the solution:
 Pass the information along to other team
members
 Keep good documentation for future reference
 Document the closure once the service call is
completed.
60
Chapter Summary
 Effective troubleshooting requires approaching the
problem in an organized and methodical manner.
 Make a plan, follow it, and document everything you
do.
 Windows 2000 and Windows 98 share many common
troubleshooting tools.
 Basic troubleshooting principles apply to OS and
hardware problems.
 You should understand the three levels of support
and delegate service requests to the appropriate
level.
 Outstanding customer service is critical to being a
successful computer technician.
61
The End
Any Question?