Sprint 1.

1 Systematic
Troubleshooting
Unit 1 Technology, IP and Security

DigiChamps | Level 10
Learning Objectives
● perform systematic troubleshooting;
● resolve internet connectivity issues;
● adjust computer settings to improve performance;
● check the compatibility for new hardware or software;
● migrate data to a new device.

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Outline
● Explore some examples of systematic troubleshooting strategies in
detail.

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Are you uncertain about what to do when your computer screen goes blank
or an application becomes unresponsive all of a sudden? Many problems like
these can be overcome by employing basic troubleshooting techniques.

Large organizations or businesses may encounter more intricate challenges

like connectivity issues, problems with system configurations and settings,
hardware and software compatibility, or interruption in data transfer
between systems.

In such complex situations, it's crucial to implement methodical

troubleshooting tactics to resolve issues effectively.

In this sprint, you will explore some examples of systematic troubleshooting

strategies in detail.

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Troubleshooting is a systematic way to figure out how to fix a problem.
The objective is to evaluate why something does not perform as
expected and describe how to fix the issue. Let’s consider the story of
Ahmad. Ahmad is a high school student. One day, his desktop suddenly
shut down and was unresponsive.

As it was essential for his ongoing studies, Ahmad needed to fix the
issue as soon as possible. He took the following approach to
troubleshoot and resolve the problem.

First, Ahmad observed that the desktop did not respond at all when he
pressed the power button. No lights, sounds, or display got activated.
This indicated a problem in either receiving or delivering power or a
hardware component failure.
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Ahmad checked the desktop's power source. He checked if it was working by
plugging in another device. He made sure the power adapter was securely
connected to both the outlet and the desktop, with no visible damage. He
also reconnected the power adapter and tried to start the desktop.

When all this did not work, Ahmad inspected the internal hardware
components. He carefully opened the desktop and checked for any loose or
improperly connected cables, like the power button cable. He also re-fixed
the RAM modules one by one to ensure proper connection.

Even after checking the power delivery and internal components, Ahmad's
desktop did not start. At this point, he realized the issue was most likely due
to a failed system board or other complex problem, best diagnosed by a
professional technician. Ahmad decided it was time to take the desktop to an
authorized service center.

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By systematically troubleshooting the power source, performing a
hard reset, and inspecting internal hardware, Ahmad eliminated
common problems before determining that he needed an expert’s help
to resolve the issue.

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Systematic troubleshooting
approach

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Systematic troubleshooting approach
To effectively resolve an issue, it is vital to understand the core
concepts of systematically diagnosing and fixing the problem. This can
be achieved by following a sequential process that addresses the issue
in an orderly and organized fashion. Mentioned below is a broad outline
of the steps to be followed in systematic troubleshooting .

Step 1: Identify the problem. Gather all the relevant information about
the issue; including when it started, symptoms observed, and any error
messages. Check available documentation and online resources for
additional details. Clearly define the problem statement.

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Step 2: Establish a hypothesis about the cause.
Based on the problem identified, list all the probable causes that can lead to
the observed issue. Use trial and error to narrow down the potential causes.
Reduce the problem area by progressively isolating the potential causes.
Step 3: Propose solutions.
Propose solutions based on the hypothesized cause of the issue, starting from
the simplest to the most complex. Solutions should directly address the
probable cause identified and aim to resolve the issue.
Step 4: Test the solution.
Test the proposed solutions to verify if the hypothesized cause is correct and if
the solution resolves the issue. Repeat Step 2 if all solutions fail. Develop
new hypotheses and solutions to test.

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Step 5: Verify and monitor the solution.

After implementing a verified solution, monitor the system to ensure no new

issues arise and the solution continues to address the root cause.

Step 6: Document the process.

Documentation is essential and must be maintained throughout the

systematic troubleshooting of an issue. It involves recording every relevant
detail at each step which helps in resolving the current problem and aids
future troubleshooting efforts. The documentation can use formats like
tables, flowcharts, written descriptions, or a combination of these to capture
the end-to-end troubleshooting methodology.

Let’s see how implementing this systematic troubleshooting approach helps

in resolving specific issues.
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Resolving internet connectivity
issues

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Resolving internet connectivity issues
Losing internet connectivity is a frequent issue. To troubleshoot systematically,
follow the steps given below:

Step 1: Check if the device or network is the problem.

The first step to troubleshooting the network issues is to check if the other
devices connected within the network are having a similar issue or if the issue is
device-specific. If the issue is device-specific, the device or the connected hardware
might be faulty.

Step 2: Restart networking equipment.

If the issue is not device-specific, the reason might be the networking equipment.
Sometimes, the network devices may not be able to reconnect after a power outage
or due to some temporary software problems. To resolve such issues, unplug the
router for 60 seconds, then plug it back in. This will reset the network devices. 14
Step 3: Inspect cables and connections.

If the issue is device-specific, ensure all cables are securely plugged in.
Replace the ethernet cables if possible. Loose or damaged cables are a
common cause of connectivity problems.
Step 4: Contact your internet service provider.

If the issue persists, contact your internet service provider and report
the issue for further help.

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Adjusting computer settings to
improve performance

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Adjusting computer settings to improve performance

Sometimes a computer can run slowly due to incorrect settings. In such

cases, the following things need to be checked:
Step 1: Scan for malware.

The most common reason for the low-quality performance of a

computer is malware . Run antivirus software to detect and remove
any malicious software which may have affected your computer.

Step 2: Update software and drivers.

Make sure the operating system and all the components have the latest
updates. Outdated software and drivers can cause performance issues.
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Step 3: Clean up disk space.

Lower disk space can impact computer speed. Temporary files may
occupy a major part of your computer affecting its performance. Use
built-in tools to delete temporary files and free up space.

Step 4: Limit startup programs.

Startup programs are applications that automatically start whenever

the operating system boots. So you need not run those programs
manually. However, too many startup programs can slow down a
computer. Disable unnecessary programs that start automatically when
the computer boots up.

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Checking compatibility for new
hardware or software

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Checking compatibility for new hardware or software

Problems arise when installing new hardware or software. Let’s consider

an example of a printer. If you are having trouble installing a printer,
follow the steps mentioned below:

Step 1: Check system requirements.

Check with the user guide if your computer meets the minimum
hardware and software requirements to install the printer. These
include the operating system and resources like disk space, memory,
software, or specific device ports.

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Step 2: Download the appropriate drivers.

You need to install the correct drivers depending on the make and
model of the printer. Incorrect or outdated drivers are a top source of
compatibility issues. To install the latest drivers, go to the printer
manufacturer's website and download the latest drivers designed
especially for your printer model and your operating system.

Step 3: Test and troubleshoot.

Once the driver for the printer is installed successfully, print a test
page. If there are any problems, refer to the printer manual or contact
online support to troubleshoot. They can help determine whether the
problem is with the drivers, connection, or the printer itself.

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Migrating data to a new device

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Migrating data to a new device
When transitioning to a new smartphone, data transfer can be complicated.
To migrate data successfully, follow the steps mentioned below:
Step 1: Backup your data.
Before proceeding with the data migration, backup your data to a cloud
service or external storage device to avoid data loss in case anything goes
wrong during the process.
Step 2: Use built-in transfer tools.
Many devices offer tools to automate data transfer. Use these tools
whenever possible to wirelessly transfer data between devices.

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Step 3: Manually transfer files.

For any data not moved automatically, manually transfer files like
documents, photos, videos, and music using a USB cable and a
computer.

Step 4: Double-check the data.

Once the data transfer is complete, verify that all important data,
accounts, apps, photos, and files are present on the new device and
working properly. Make sure nothing was lost or left behind during the
migration process.

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Activity 1
Jake is transferring a large video file from his computer to an external
hard drive. Suddenly, his system shuts down due to a power outage
causing an interruption in the transfer process. When he tried to play
that video from the external hard drive, he was unable to play it. Figure
out the possible issues and help Jake troubleshoot.

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Activity 1 - Solution
There could be several possible issues that might have caused the video file to
become unplayable after the interruption in the transfer process. Some of the
possibilities are listed below:
1. Corrupted file: The video file might have become corrupted during the transfer
process due to the sudden power outage. When the computer shut down abruptly,
the data in the video file might not have been written completely to the external
hard drive, leading to a corrupt file.
2. Damaged hard drive: The external hard drive might have suffered damage due
to the power outage, which could have caused the video file to become corrupted.
3. Partial transfer: The video file might have been partially transferred to the
external hard drive before the power outage, resulting in an incomplete file that
cannot be played.

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To troubleshoot the issue, Jake can try the following steps:

1. Recovering corrupted file: Jake can try transferring the file again
from his computer to the external hard drive to see if it completes
successfully. If it doesn't work, Jake can try using data recovery software
to recover the video file. Some tools are designed to recover data from
damaged or corrupted files and might be able to recover the video file.

2. File system error: The power outage could have caused a file
system error on the external hard drive, making the video file
unreadable. Jake can try connecting the external hard drive to a different
computer and check if the file can be played there. If it works on another
computer, the issue might be with his computer's file system. So, he can
try running file system repair tools to fix any errors on the hard drive.

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3. Video player incompatibility: It is also possible that the video file format
is not compatible with Jake's media player. He can try playing the file with a
different media player. Also, he can try converting the file to a different format
using video conversion software.
4. Incomplete Transfer: Check the file size of the video on the external hard
drive. If the file size is significantly smaller than the original file size, it might
be an indication of an incomplete transfer. In such a case, he can attempt to
recover the original file from his computer's storage or any backup he might
have.
If none of these steps resolve the issue, it might be necessary for Jake to seek
professional assistance from IT professionals who can diagnose and
troubleshoot the problem. In any case, it is always a good practice to have
backups of important files to prevent data loss in case of unexpected events
like power outages.
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Master Challenges

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Challenge 1
Mr. Johnson prepared a presentation for his team members on his home
computer and transferred it to his phone using Bluetooth technology.
He now needs to transfer the presentation file to his office computer,
but he is unable to do so. As an expert, you are tasked with assisting
Mr. Johnson in resolving this issue. Create a flow chart and
troubleshooting guide for the problem.

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Challenge 1 - Solution
Here's a step-by-step guide to assist him in transferring the presentation file from his
phone to his office computer.

1. Checking Bluetooth connectivity: Make sure that both the office computer and
the phone have Bluetooth enabled and the office computer's Bluetooth is
discoverable or visible to other devices.
2. Pairing devices: Open the Bluetooth settings and search for nearby devices on
your phone and on the phone, open the Bluetooth settings and make sure it is
discoverable or visible. Pair the phone with the office computer by selecting the
appropriate device name in the computer's Bluetooth settings and following the
pairing process.
3. File transfer: On the phone, locate the presentation file and use the file manager
or sharing options to initiate the file transfer. Choose the Bluetooth option to send
the file. On the office computer, a notification or prompt may appear, requesting
permission to accept the incoming file transfer. Accept the file transfer on the
office computer and specify the destination folder to save the presentation. 33
4. Ensure the Bluetooth connection is stable: Mr. Johnson should ensure
that both his phone and office computer is within range and that the
Bluetooth connection is stable. Bluetooth connections can sometimes be
interrupted by obstacles or interference, so it's important to make sure the
devices are close together and there are no other devices interfering with the
connection.

5. Compatibility check: Verify that the presentation file format is supported

by the office computer's software, otherwise, convert the file to a compatible
format before transferring it again.

6. Alternative transfer methods: Alternative methods can be used in case

Bluetooth transfer doesn't work,such as transferring the file using a USB cable
or external storage device, and uploading the file to a cloud storage service
like Google Drive and accessing it from the office computer.

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Flowchart:

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Challenge 2
A student is having trouble connecting his laptop to an external display
using an HDMI cable. He needs to use the external display for an
important presentation. Devise and list ways to help him diagnose and
resolve the connection issue. Create a flow chart and troubleshooting
guide for the problem.

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Challenge 2 - Solution - Flowchart:

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Troubleshooting guide:
1. Check the HDMI cable connection: Ensure that the HDMI cable is securely plugged into both
the laptop and the external display. Sometimes a loose cable can cause the external display to
not detect the laptop.
2. Check the external display: Make sure that the external display is turned on and set to the
correct input. One should verify that the input on the external display is set to HDMI and also the
display is turned on.
3. Verify laptop display settings: Ensure that the laptop's display settings are configured to
output to the external display. The student should check that the laptop is set to extend or
duplicate the display to the external display.
4. Check display drivers: If the laptop's display settings are correct, the student should check if
there are any updates for the laptop's display drivers. Outdated display drivers can cause issues
with external display connectivity.
5. Different HDMI cable: If the above steps do not work, the student can try using a different
HDMI cable to check if the issue is with the cable.
6. Different outputs and inputs: If the problem persists, the student can try using a different
video output on the laptop or using a different input on the external display. Sometimes the
issue could be with a particular port, and trying different ports could help.
7. Try different devices: If no steps given above work, the student can try using a different
device to connect to the external display or using a different external display. This could help
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determine if the issue is with the laptop or the external display.
Challenge 3
Nora is unable to send or receive emails on her desktop email client.
She needs to use email for daily work-related communication. As an
expert, you are asked to help Nora diagnose and resolve the email
client issue. Create a flow chart and troubleshooting guide for her
problem.

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Challenge 3 - Solution
Troubleshooting guide:

1. Check internet connection: Make sure that internet connection is working

correctly and is stable. Sometimes an unstable internet connection can cause
issues with email client connectivity.
2. Verify email account settings: The email account settings should be
correct, including the email address, password, and server settings.
3. Email storage: Ensure that Nora has enough storage space available in her
email account. Full email storage can cause issues with email sending and
receiving.
4. Email filters: Ensure that Nora's email filters are not causing emails to be
redirected to other folders or marked as spam. She should check the spam and
trash folders for any missing emails.
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5. Email client settings: The email client settings should be configured correctly.
Nora should verify that the incoming and outgoing server settings, ports, and
encryption settings are correct.

6. Antivirus and firewall settings: Ensure that Nora's antivirus software and
firewall settings are not blocking the email client from sending or receiving emails.

7. Restart the computer: Try restarting the computer and opening the email
client again. Sometimes this simple step can resolve the issue.

8. Reinstall email client software: If the above steps do not work, Nora can try
uninstalling and reinstalling the email client software. This will reset the email
client settings and can sometimes resolve issues.

9. Contact email service provider: If the issue still persists, Nora should contact
her email service provider for assistance. They may be able to diagnose the issues
from their end and provide solutions.

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