Troubleshooting Process

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Hofstede dimensions

Szerző: Vikotriya Khaptakhanova

Austria

Szerző: Субботина Виктория Юрьевна

Exponents

Szerző: Jawdat Laveeza

Harvey Specter Main

Szerző: Jy Alexander

Troubleshooting Mobile OS / Software

Security Issues

Leaked data

Disable location tags on photos

2 step authentication alerts

Breach

Unexpected app behavior

High network traffic

Monitor data usage

Fake warnings

High numbers of ads

AirDrop not working

Ensure sender is in recipient's contact list

Misconfiguration

OS Update

Verify WI-FI standard

Low signal

Remove physical barriers

App Issues

App fails to load / crash

MDM

Reinstall

Disable

Clear cache

No orientation rotation

Ensure feature is enabled

Close apps that might be using it

Slow performance

Too many open apps

Free space

Low battery

Random reboots

Faulty app

Uninstall

Faulty battery

Hardware diagnostics app

Update OS

Replace and repair

Mobile Device Issues

Process

Factory Reset

General

Settings

System

Advanced

Reboot

IOS

Volume Up

Volume Down

Hold Side/Top Button

Android

Hold Power Button (10 sec)

Hold Power Button

Troubleshooting Security Issues

Browser

Ceritificate warnings

Analyze certificate

Redirection

Check which DNS are able to connect

Check HOSTS file

Desktop

Notification alerts

Rogue antivirus

Antivirus scan

File System Errors

Renamed files

Missing files

Changes to file permissions

Application Crashes

OS Updates fail

Security and services applications not working

Quarantine

Malware scan

Slow

Fails to boot

Troubleshooting Windows Networking

Network Ports Issues

netstat command

Name Resolution Issues

No connection to servers by name

Test if the problem relies on one client only

If so, then only this client has the problem

nslookup command

If not, then problem is on the server

Remote Network Connectivity Issues

Missing hosts

pathping command

No internet connection

tracert command

Local Network Connectivity Issues

Devices not found

Cannot connect to local devices

ping command

IP Issues

No internet access

Router problem

Network reset

ipconfig

Limited connectivity

No DHCP server

Verify DCHP availability

Troubleshooting Windows

Application and Service Issues

Services not starting

Error message

Check Event Viewer

Use System Configuration Utility

Use Registry Editor

Use regsvr32

Check system files

Ensure it is enabled

Ensure it has sufficient privilege

Restart the service

Applications crashing

Preserve data

Force stop

Update app

Uninstall and reinstall

Check event logs

Wait for response

System Fault Issues

USB not working

Update driver

Use another port

Reduce the amount of devices plugged in

Use Device Manager and remove and reinstall

Disable port

System instability or frequent shutdowns

Run sfc

Use Windows Memory Diagnostics

Faulty drivers

Write down error code and investigate

Faulty hardware

Disable auto restart

Enable Safe Boot

Run hardware diagnostics

Check components seatings

Remove recently installed programs

Use System Restore

Performance Issues

Low storage

Free up space

Low memory

Upgrade

Try to run less programs at the same time

Sluggish performance

Monitor Task Manager

Defragment the hard drive

Update the system

Disable startup apps

Check with software vendor

Close unnecessary processes

Profile Issues

Slow boot

Corrupt profile

Rebuild profile

Create new account

Copy all data

Rebuilding a local user profile means creating a new account and then copying files from the old, corrupt profile to the new one, but excluding the following files: NTUSER.DAT, NTUSER.DAT.LOG, and NTUSER.INI.

Enable Display highly detailed status messages

Black screen

WINDOWS+CTRL+SHIFT+B

sfc

No OS found

Use the startup repair tool

diskpart

bootrec

/rebuildcd

/fixboot

/fixmbr

Reset to default settings

Run chkdsk

Failure to boot/ invalid boot disk

Check drive connection

Check for removable devices

Troubleshooting Printers

Print Job Issues

Garbled print

Configure PDL

Update print driver

Backed-up queue

Restart print spooler

Print Quality Issues

Inkjet defects

Dot matrix defects?

Dirty print head? Blocked ink nossle?

Bad print image

The following defects are common in laser printers:

• Faded or faint prints—If a simple cause such as the user choosing an option for low density (draft output) can be discounted, this is most likely to indicate that the toner cartridge needs replacing.
• Blank pages—This is usually an application or driver problem, but it could indicate that a toner cartridge has been installed without removing its packing seals. Alternatively, if these simple causes can be discounted, this could also be a sign that the transfer roller is damaged (the image transfer stage fails).
• White stripes—This indicates either that the toner is poorly distributed (give the cartridge a gentle shake) or that the transfer roller is dirty or damaged.
• Black stripes or whole page black—This indicates that the primary charge roller is dirty or damaged or that the high voltage power supply to the developer unit is malfunctioning. Try printing with a known good toner cartridge.
• Speckling on output—Loose toner may be getting onto the paper. Clean the inside of the printer using an approved toner vacuum.
• Vertical or horizontal lines—Marks that appear in the same place (referred to as repetitive defects) are often due to dirty feed rollers (note that there are rollers in the toner cartridge and fuser unit too) or a damaged or dirty photosensitive drum.
• Toner not fused to paper—Output that smudges easily indicates that the fuser needs replacing.
• Double/echo images—This is a sign that the photosensitive drum has not been cleaned properly. The drum is smaller than the size of a sheet of paper, so if the latent image is not completely cleared, it will repeat as a light "ghost" or dark "shadow" image farther down the page. Images may also appear from previous prints. Try printing a series of different images, and see if the problem resolves itself. If not, replace the drum/toner cartridge.
• Incorrect chroma display—If prints come out in the wrong color (for example, if the whole print has a magenta tint), ensure that the toner cartridges have been installed in the correct location (for instance, that a magenta cartridge hasn't been installed in the cyan slot). Also ensure that there is sufficient toner in each cartridge. If there is a cast or shadow-like effect, the transfer belt or one or all of the cartridges or rollers are probably misaligned. Try reseating them, and then run the printer calibration utility and print a test page to verify the problem is solved.
• Color missing—If a color is completely missing, try replacing the cartridge. If this does not solve the issue, clean the contacts between the printer and cartridge.

Print Feed Issues

Grinding noises

Check that all components are in place

Replace cartridge and maintenence kit

Paper feed issues

Change rollers

Verify correct paper size

Paper jam

Inspect roller

Faulty static eliminator?

Replace?

Ensure good quality paper is being used

Use release levers to remove paper carefully

Error Messages

Inspect Ethernet cable

Factory reset

Print a test page

Esnure that cartriges are properly installed

Ensure that it is switched on

Troubleshooting Mobile Devices

Malware Issues

Unwanted feature utilization

High data usage

Unresponsiveness

Connectivity Issues

Software

WI-FI Analyzer

Move devices closer

Physical

Ensure proper cabling connectivity

Verify enablement

Screen Calibration Issues

Cursor Drift

Restart

Decrease sensitivity

Digitzer Issues

Restart device

Ensure cabling is connected correctly

Clean fingers

Broken Screen

Hardware Issues

Liquid Damage

Dry device

Replace battery

Clean circuit contacts

Use a monitoring app

Remove dust from cooling system

Move device to a cooler place

Use a cooling pad

Power and Battery Issues

Swollen Batteries

Carefully discard the battery

Improper charging

Monitor battery health

Follow manufacterer's instructions

No power

Check if the battery contacts are clean

Check if the battery is properly seated

Troubleshooting Networks

Limited Connectivity

Access router management console

Check patch cords

Check VLAN configuration

DHCP issue?

Ensure DHCP functionality

VoIP Issues

Quality of Service Mechanism

Jitter

Latency

Wireless Connection Issues

Weak signal

Interference?

Use a WI-FI analyzer

Remove obstructing objects

Adjust radio channel

Move to a closer location

Standard mismatch

Check the radio frequency

Upgrade device

No SSID found

Configure connection manually

Out of range?

Network Speed Issues

Slow internet

Is every user experiencing this issue?

Scan for malware

Check for external interference

Measure internet speed

Cable/Adapter Issues

No connection

Update NIC driver

Test on cable on another computer

Use a loopback tool

Use a cable tester

Troubleshooting Computers

Video Issues

Bad image quality

Audio issues

Ensure the external device is working

Adjust output settings

Incorrect color display

Check the cables

Color calibration

Burn-in

Use a screen saver

Set sleep timer

Dead pixels

Gently press against display

Use software utilities

Flashing screen

Bad display?

Flickering image

Check cables

Fuzzy image

Faulty video drive

Change resolution settings

Dim image

Bad backlight?

Change the brightness and contrast settings

No image on monitor

Sudden shutdowns

Clean cooliong system

Burned out bulb

Replace

Incorrect input channel

Ensure that correct channel is set

Cabling issues

Make sure cable is compatable or powerful enough

Ensure cables is not worn or cramped

Ensure cable is attached correctly

Perfomance Issues

Misconfigurations

Incompatibility issues

What has changed?

Verify compatability

Run a diagnostic test

Overheating

Check temperature sensors

Upgrade cooling system

Clean cooling system

Component Issues

Shutdowns Crashes

Software Disk failure Malware

Thermal problem?

Check PSU and other components

Run diagnostic tests

Is there a pattern?

Driver Issues

Symptoms

RAID failure

Driver failure

Install latest backup

BSOD

Read/Write failure

Bad sector

chkdsk

Device not found

Corruption

Windows Disk Management

LED Activity

Not enough RAM?

Upgrade RAM

Self Monitoring, Analysis and Reporting Technology SMART

Backup data and replace disk ASAP

Malware?

Scan

No power?

Noises

Mechanical problems

Replacement

Power Issues

Try a good known equipment

Use a multimeter

PSU Issues

POST Issues

Beep codes

Faulty interfaces, CPU, system firmware

Boot Issues

Check format of boot device

GPT

MBR

Check cabling

OS Issues

Blue Screen of Death

Contact Support

Scan QR code

Check boot device

Is it powered on?

Check Cabling

Check cables are plugged in correctly

Check LED's

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