Fast and efficient troubleshooting involves gathering all of the correct information that is necessary to develop an accurate solution. Computer problems can range from simple to extremely complex.

Today, technicians have many resources available to help them to diagnose the problem. Technicians can use digital multimeters (DMM), software-based diagnosis tools, and the end user to gain information. Technicians can also visually inspect the systems, look for any broken components, and listen for any evidence of a problem.

Gathering Information From the End User
One of the best resources for gathering information is the end user or customer. The end user can provide insights into how the computer was operating before the system had problems. Most likely, the end user was the last person to see the computer system operating correctly. The technician and the end user can backtrack to the last functioning configuration. While backtracking, the technician will be listening for any changes made by the end user that might have adversely affected the system. The end user will be able to describe any changes to the system, errors that were received, and system performance leading up to the problem. All of this information will help the technician accurately define and quickly resolve the problems. From this information, the technician can begin the process of isolating and fixing the problem (troubleshooting).

Common Questions to Ask the Customer
Since the customer is an important troubleshooting asset, the technician needs to know how to properly question the end user. Listed below are typical questions that the technician will need to ask. Obviously, each situation will dictate the proper question to ask, but these examples will give an overview. Also, be sure to document this information. It will be important throughout the troubleshooting process.

• Can the error be described? – The first question will give the technician an introduction to the problem. It is important to allow the end user to describe the problem. They can supply relevant information that will help the technician solve the problem. Document the description of the problem.
• Was an error message received? – Computers are manufactured with self-diagnostic tools. If the computer fails one of the self-diagnostics tests, it will typically generate an error message. These computer-generated errors help technicians isolate the problem. Have the end user recall the error message or recreate it. In the case of a POST error, ask the customer for the number of beeps heard.
• Is this the first time you have had this error/problem? – Try to establish a timeline for the event. Is the problem a sudden crash or is it reoccurring? If the problem has happened before, what, if any, changes were made to the system? How was it resolved? A timeline will help highlight potential causes of the event.
• Have there been any changes to the system? – Always ask the end user if there have been any changes to the system. Identifying recent changes to the hardware or software can help the technician isolate the problem. Changes made to attempt to correct previous problems can be the source of the current problem. Also, adding or removing hardware and software can create unforeseen problems with system resources.

  For example, the end user or customer reports a failure with the video display. There are numerous reasons why a video display could fail, but the technician is trained to properly gather information from the end user. One of the first questions the technician asks is whether there have been any changes to the computer system. The end user reports that the video card has been replaced and is now having video display problems. The technician can now focus on correcting a bad installation of the video card.

  Always remember to approach the end user in a respectful and polite manner. Some end users might hesitate to admit what they have done to the system. A professional approach establishes the trust required that enables the end user to discuss any changes.

  The end user does not have the technical experience with computers and can overlook seemingly small changes. Even the smallest changes can have devastating effects on a computer.

Note: Computer end users will have varying levels of expertise with computers. It is important to approach the end user calmly and professionally when problems arise. End users should never feel guilty or bad when a problem occurs. Computer malfunctions will happen, and it is the job of the technician to define and correct the problem. End users are a very useful resource in gathering information, so it is important to treat them with respect.

• Can you reproduce the error? – Ask the end user if the error can be reproduced. Reproducing the problem will allow the end user to describe the error exactly. An onsite technician can then see and experience the problem firsthand. Reproducing the error will exhibit the circumstances under which the computer fails. These circumstances include when the problem occurred, the sequence of events that lead to the error, and how the system responds.

  However, it is important to reproduce the system error with caution. Do not reproduce the error if it can adversely affect the computer components. For example, do not reproduce a problem such as an arcing power supply.

• Is the problem hardware or software related?  – After asking all the necessary questions, obtaining answers and assessing the answers, the problem can be isolated as either hardware or software related. The problem can then be isolated to a specific component or part of the system. Once this happens, the technician can then proceed with developing a solution to the problem, as outlined in the next section.