Computer Trouble Shooting

Step 1: Know Your System

The first preventive step you need to perform is to take an inventory of your computer system. This information will be vital if you later have to contact technical support or have your system serviced.

Start by noting your serial number and model number. With this information, your system manufacturer can determine the components of your system. If you've added components to your system, note the model and version numbers of the components. You'll find this information in the documentation that accompanies add-on hardware.

Beyond these basics, you need to get details of your system's configuration. On Windows PCs, this means copying and printing a few important system files that will come in handy if you later have a problem or need to speak to a tech-support person. The simplest way to preserve your system configuration files is to run the Sysedit program. With Windows 95, start Windows Explorer and click on the System subdirectory in the Windows directory of your hard disk. Double-click on the Sysedit file. It will bring up all your system files -- from AUTOEXEC.BAT to SYSTEM.INI -- in Wordpad windows. From there, you can save them to a floppy disk and print them out. In Windows 3.1, you'll find the Sysedit icon in the Main group.

Another option is a new class of software utility that not only reports your system's configuration but also automatically resolves many configuration conflicts.

If you own a Mac, you don't need to copy system files, but you should make a list of all the INIT and CDEV files -- collectively called system extensions -- that load on start-up. Conflicts among these files are a common source of program crashes on Macs. You can see a list of these files using the Extensions Manager Control Panel, which also lets you turn off one or more extensions so that, by process of elimination, you can identify which one is causing you problems. One limitation of Extensions Manager is that it doesn't let you print a list of extensions. If you want a list, you have to print the Screen.

                                                Step 2. Make an Emergency Boot Disk                back

If your computer develops a problem that keeps it from accessing your hard disk, you need some other way to boot your system. The answer is an emergency boot disk.

Macintosh systems come with either a bootable CD-ROM or a bootable floppy disk, as does Norton Utilities for Macintosh -- a must for all Mac owners. If you own a Windows PC, you need to make an emergency boot disk, which you can make with the Add/Remove Programs control panel. Select the Startup Disk tab, and you're led through the process.

Under Windows 3.1, you have to create the disk yourself. Go to the DOS prompt and enter the following commands. Be sure to have a blank floppy handy.

    FORMAT /S A:

    COPY C:\AUTOEXEC.BAT A:

    COPY C:\CONFIG.SYS A:

    COPY C:\WINDOWS\SYSTEM.INI A:

    COPY C:\WINDOWS\WIN.INI A:

Now, if you can't boot from your hard disk, you have a way to get your system started so you can deal with the problem.

                                        Step 3: Tune Your Hard Disk Regularly               back

Because it is the place where you permanently store your applications and, more important, the data files you create with those applications, your hard disk requires special attention to keep it operating at peak efficiency. Disk scans for "lost" files and bad sectors will prevent most disk problems before they occur, while running a disk defragmentation utility will improve the performance of your system.

Every day, you create new files, delete unwanted ones, and write updated versions of current files to your computer's hard disk. Because of the way Windows and the Mac OS assign disk space to files, your hard disk can become fragmented over time (i.e., your files get placed in pieces all over the hard disk, because there is no contiguous space large enough to hold them). A fragmented hard disk slows disk access and makes it harder to recover from disk errors.

To defragment a Windows 95 hard disk, use the Disk Defragmenter program in Programs/Accessories/System Tools. On a Mac, use a utility such as the Speed Disk tool that comes with Norton Utilities for the Macintosh. You should defrag your hard disk every six months. You should also defrag it after you have created or deleted a lot of files in a short span of time.

Occasionally, a storage area called a sector on your hard disk goes bad. A utility called a disk scanner detects such "hard" errors and keeps a table of such sectors so that your operating system doesn't try to use them to store files. In addition, a disk scanner detects "soft" errors, where the operating system has lost track of pieces of one or more files. ScanDisk (found in Programs/Accessories/System tools) is Windows 95's built-in disk scanner, and it detects both hard and soft errors. On the Mac, you can use the Disk First Aid program that comes with your system or the more powerful Disk Doctor utility included in the ubiquitous Norton Utilities for Macintosh. You should run a hard disk scan at least every month. In addition, if your computer crashes or you accidentally shut down without going through the proper shutdown procedure, run a disk scan as soon as you reboot.

                                                        Step 4: Store With a Plan                back

You have lots of reasons to keep the files on your hard disk organized. First, it makes it easier to do "housecleaning" -- deleting files you no longer need. Second, keeping data files in their own well-labeled folders reduces the risk that you will inadvertently delete an important program or data file. Finally, a well-organized hard drive is easier and faster to back up.

Create folders for each program and place only the appropriate data files in them. Alternately, create folders for each member of the family. Give files and folders names that will make sense even after you've forgotten why you created them.

In addition to organizing your files, at least every two months you should delete files you no longer need. A disk filled to within 5 percent of capacity is more prone to errors -- and a lot slower -- than one that is not so chock-full.

                                                        Step 5: Backup Your Data                back

Backing up your files simply means making a copy of them so that if the original is lost or damaged, you can use the copy. You can back up your hard disk to floppies, to a Zip disk, or to a tape drive.

How often you back up depends on how valuable your time is. If you're working on an important file, save it to a floppy as well as to your hard disk. If you're running a home-based business, you should invest in a tape backup drive and back up on a daily basis.

Most families can get by with a less rigorous backup schedule. Back up the files in your data folders (see Step 4) once a week, and perform a complete system backup every six months. You can back up your data files simply by dragging their folders to the icon for your floppy disk. If you're a Windows 95 user, you can use the Backup program in Programs/Accessories/System tools. This lets you check off the folders you want to back up.

High-capacity removable disks, such as those you use with the Iomega Zip Drive, are great for backing up a hard disk, and they can help keep down the clutter on your disk. Zip Drives come with their own backup software. A tape drive that can store from 400MB to 2GB of data is even better for backup, as it will keep media-swapping to a minimum. All tape drives also come with their own backup software.

                                                        Step 6: Keep Viruses at Bay               back

Though the threat posed by computer viruses -- small software programs that can harm your programs and data -- is sometimes overblown in the popular press, it is still real. And as online usage grows, you'll become more vulnerable to viruses transmitted via the Internet.

Virus protection software works at many levels. It can scan every disk you put into your floppy drive and check every program for a hidden virus -- before you run the program. It can even scan all the files on your hard disk for viruses. Unless you're a high-risk user -- one who downloads lots of files from the Internet or who swaps floppy disks a lot -- you can get by with scanning for viruses once a month. High-risk users should configure their virus utility to run when they start up their computer.

                                                        Step 7: Stick with the Program            back

Once you've installed a program on a Windows system, don't rename the program's directories or move its files from one place to another on your hard disk. If you do, your computer will likely lose track of key files. You can put your data files -- the ones you create with the application -- almost anywhere (although see Step 5). If you must change the location of an application or any of its subsidiary files, you should first uninstall the application and then reinstall it.

Never try to manually delete an application on a Windows system. Most applications make additions to system files when you install them, so it's best if the application has its own uninstall program. If an application doesn't come with an uninstall option, try the Windows 95 Add/Remove Programs Control Panel. If the application doesn't support the Windows 95 uninstall function, use a commercial utility such as Quarterdeck's CleanSweep 3.0 or MicroHelp's Uninstaller. As the Windows 95 uninstall utility is not always reliable about removing all the pieces of an application, you may want to use one of the commercial utilities in all cases. They do a better job.

                                                        Step 8: Keep Up-to-Date            back

Software drivers let your applications talk to important peripherals. It's a good idea to check with your computer's manufacturer at least four times a year for the latest updates. The easiest way to do this is to access the manufacturer's Web site; most companies normally make updated drivers available for download. If you don't have Web access, call the vendor's tech-support number.

In addition, two new Web-based services promise to keep your Windows 95 computer up-to-date. CyberMedia's Oil Change ($39.95; 800-721-7824 or 310-581-4700) works with Windows 95 and, in addition to drivers, offers patches and updates for over 1000 applications. TuneUp.com (415-691-9411) currently offers only driver updates for Hewlett-Packard printers with its TuneUpdate service, but it will support more products and software soon. It costs you $3.95 a month (the first 30 days are free). TuneUp.com will also scan your system for viruses and answer technical questions.

                                                            Step 9: Keep It Clean            back

Dust can make the chips inside your computer run hotter and also clog cooling vents. At least once a year, unplug your computer, open the case, and blow out then dust. Do not wipe it with a rag; use either your breath or an aerosol can of compressed air.

Your mouse and keyboard will also require occasional cleaning. You can pop off the key caps on your keyboard to get at dirt and hair between the keys. You can also remove your mouse ball to clean it and the rollers inside the mouse. Use a commercial spray cleanser applied to a cotton swab to clean your keyboard and mouse.

                                                    Step 10: Shut Down Gracefully            back

Windows 95, Windows 3.1, and the Mac OS all provide a menu-driven method to shut down your computer. Don't ignore these methods. Turning off power to your system while it is still running can be a disaster. Give your system the time it needs to flush caches, close files, and save configuration information before you pull the plug.

Computer Maintenance

Computer should be shut off for External maintenance

• External
• Monitor, CPU and keyboard.
• Use either cleaning wipes or glass cleaner and a soft cloth. Do not spray glass cleaner directly on the exterior parts; instead dampen the cloth with glass cleaner first and gently rub to clean the components.
• Mouse
• If you begin to experience difficulty in controlling your screen cursor, your mouse probably needs cleaning.
• To clean a mouse:
• Turn mouse over.
• Twist bezel in direction of arrow.
• Remove bezel and mouse ball.
• Look for three wheels (in most cases) inside the mouse. Using a Q-tip or pencil eraser, carefully remove dirt on the wheels, examining each entire wheel.
• Clean mouse ball with Windex.
• Reassemble mouse.
• Close bezel in the opposite direction.
• Internal
• Every few weeks, make it a point to remove unnecessary files from your hard drive:
• Go to:
• Temp files [My Computer/C:/Windows/Temp]
• Remove all files with .tmp extension.
• Internet temp files [My Computer/Windows/Temporary Internet Files].
• Highlight the file(s). Delete key.
• Recycle Bin [Desktop].
• Right click, Empty Recycle Bin.
• Once a month, make it a point to defragment your computer. Go to:
• My Computer/C:/Windows/Defrag.
• Select the drive that you want to defragment.
• Confirms drive and percentage of Drefragmenting.

Notes:
Sometimes the Defrag application is located under Accessories.
See Start/Find/Files if you cannot locate the above files.

  Basic Steps of Successful Troubleshooting
                   Summarized from Apple's Tech Exchange  http://support.info.apple.com/te/troubleshooting

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1. Gather information
1. Has this function ever worked? Is it intended to work (this way)?
2. Has this problem always existed?
3. What was happening at the time the problem first appeared? What applications were running?
4. What has changed between the last time the system worked normally and the time the problem appeared?
5. When does the problem occur? (at start up, during operation, or at shutdown) - be observant and look for evidence
6. Under what conditions? What makes the problem appear? What conditions always cause the problem to occur?
7. Can the problem be reproduced consistently?
8. Does it seem to be a hardware- or software-related problem?
9. Ask the right questions, such as "Why?"
10. Check for viruses
2. Verify the problem
1. Use the process of elimination - eliminate third-party products to reduce incompatibilities
2. Attempt to recreate or repeat the problem
3. Try quick fixes
4. Isolate the problem (concentrate on one major component of the system, i.e., the printer, the computer hardware, software, etc.)
1. Try the obvious first
2. Perform tests, use diagnostic tools
3. Narrow the focus and work down from the largest to the smallest
4. Test only one thing at a time
5. Perform the repair
1. Make backups, if appropriate
2. Use known-good software
3. Look for the latest software version
4. Consider safety
5. If necessary, seek out a reputable repair shop
6. Verify the repair
1. After the repair, test the system's full functionality
2. Write things down - document the history and resolution of the problem for your records and store it for ready access the next time