Dell OptiPlex N Service Manual (.pdf) - Page 25

Basic Troubleshooting, Initial User Contact

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Chapter 2 Basic Troubleshooting This chapter describes basic troubleshooting procedures that can help you diagnose a computer problem. These procedures can often reveal the source of a problem or indicate the correct starting point for troubleshooting the computer. Brief explanations of how to run the server-based, hard-disk-based, and diskette-based diagnostics are included in the chapter. Dell recommends that you perform the following procedures in the order they are presented in this manual. Initial 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 com- puter's condition permits. See "Maintaining the System" in the online Network Administrator's Guide for information 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. Determine if the user 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." Basic Troubleshooting 2-1

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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 problem. These procedures can often reveal the source of a
problem or indicate the correct starting point for troubleshooting the computer.
Brief explanations of how to run the server-based, hard-disk–based, and
diskette-based diagnostics are included in the chapter. Dell recommends that
you perform the following procedures in the order they are presented in this
manual.
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 com-
puter’s condition permits.
See “Maintaining the System” in the online
Network Administrator’s Guide
for information 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.
Determine if the user 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.”