II. Precautions
- Unplug system when working on internal hardware
- Use anti-static wrist band
III. Approach: Physical Tools
- See Wired Connection Interface for ethernet related tools
- See Wireless Connection Interface for Wi-Fi and other Wireless Utilities
- See Computer Network for software utilities
- Safety
- Anti-static wrist band
- Class C Fire extinguisher (for electrical fires) - know location
-
General repair kit tools
- Computer repair kit (various models)
- Includes screw driver set (e.g. ProTech)
- Includes phillips head, jewelers set, Torx security driver
- Demagnetizing block
- Includes screw driver set (e.g. ProTech)
- Universal, All-in-one multi-card readers (e.g. SD, micro-SD, mini-SD)
- Multimeter (voltage, current resistance)
- External drive enclosure (laptop and desktop sizes with USB and SATA interfaces)
- Allows removal of internal drive and clone to another drive
- Network Testing
- See Wired Connection Interface
- Tone Generator and Cable Tracer Probe
- Cable Tester (e.g. Fluke Networks)
- Loopback Plug
- Computer repair kit (various models)
- Specific hardware testing tools (devices used by computer repair shops)
- Power Supply Tester
- RAM Tester (expensive)
- Storage device Tester (e.g. hard disk)
- Clone problematic hard disk and work with the data on the cloned device
- Power On Self Test (POST) Card (inexpensive)
- Allows testing of motherboard without other components installed
- https://en.wikipedia.org/wiki/POST_card
IV. Approach: Software Tools or Utilities
- System Tools
- Microsoft Desktop Optimization Pack - Diagnostic and Recovery Toolset (DART Tools)
- Suite of diagnostic tools available to Microsoft enterprise customers
- https://technet.microsoft.com/en-us/library/jj680675(v=vs.85).aspx
- Hiren's BootCD
- Boot environment allowing for troubleshooting
- Use only the freeware and shareware integrated tools
- Microsoft Desktop Optimization Pack - Diagnostic and Recovery Toolset (DART Tools)
- Testing Firewall
- Shields Up
- https://www.grc.com/shieldsup
- Tests ports as well as UPnP settings
- Shields Up
- Startup Utilities
- MsConfig
- Check startup applications (any unsigned, potential malware?)
- Set-up diagnostic reboot (and also allow more time to press F8 on boot-up)
- Services.msc
- Review all services
- Device Manager (DevMgmt.msc)
- Task manager
- Autoruns
- Microsoft utility (download from Technet)
- Visualize all start-ups and plug-ins on system
- Windows Re-boot setting in windows
- From the start screen, click the power button, then Shift-Click the restart button
- Click Troubleshoot => Advanced Options => Start-up Settings => Restart
- Windows Safe Mode (safest without networking)
- Used for evaluating a malware infected system, troubleshooting video problems
- MsConfig
V. Approach: Troubleshooting Model (CompTia)
- Identify the problem (from affected end-users)
- Specific problem (circumstances to reproduce)
- Onset of problem and what system changes preceded the problem
- Establish the probable cause (root cause analysis)
- Consider simple layer 1 problems (e.g. ethernet cables and connections)
- Consider hardware versus software issue
- Test the theory (reproduce the problem)
- Consider split-half approach (e.g. test hardware in another PC and if works, then problem is with software)
- Methodically test one item at a time (instead of shotgun approach)
- Establish plan and implement solution
- Keep in mind customer service agreements and established maintenance windows when planning disruptive solutions
- Predict downtime to allow users to plan appropriately
- Make only one change at a time
- Escalate as needed to a higher level
- Verify fix and take preventive measures
- Confirm the system work on both your own test as well as for end-user
- Document findings, actions taken and outcomes
- Often recorded in trouble ticket database
- References
- Warner (2015) CompTIA A+, Pluralsight
VI. References
- Warner (2015) CompTIA A+, Pluralsight