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Basic Troubleshooting Probing Questions

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#1 booterbotter


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Posted 11 May 2011 - 03:01 AM

I would like to share this Basic Troubleshooting Probing Questions which I learned before. This would help out everyone to narrow down and pinpoint an issue.

Disclaimer: This is not originally written by me. Got it from my Dell Trainer, I thought I got from the other company though :lmao: :wink: .

1. Gather Symptom Data
Would you describe exactly the problem you're having?
When did the problem begin?
Has the problem occurred before?
What was running when the problem occurred?
Does the problem occur in any other application?
How long had the system been running when the problem occurred?

2. Identify Possible Problem Causes
Verify the system.
Verify what OS the customer is running. Did Dell install it?
Has any new software or hardware been added?
Was the system working before it was added?
Have you tried to remove it?
Are you attached to a network? (Dell NIC?)
What kind of network are you attached to? (Novell, Microsoft?)
Does the problem occur if you disconnect from the network?
Has the system been moved or dropped recently?
What has changed in the environment (new equipment, construction, liquid spills, etc.)?

3. Identify Possible Solutions
What have you done to correct the problem? (Reload, Reboot, Reseat)
Have you removed all external devices or the Customer Removable Units (CRUs)?
Have you checked the settings in System Setup?
Have you checked for malware on the system? (Anti-virus software, Add/Remove Programs, presence of pop-ups)
Have you run Dell diagnostics on the system?
Do you have a "known good" part you can swap?
Have you checked our Website for troubleshooting steps?

4. Implement Solution

Edited by booterbotter , 12 May 2011 - 12:09 AM.

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#2 davepgz


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Posted 26 October 2011 - 11:28 AM

A great list to get going when all you're getting is an "uh, my computer don't work anymore" or my favorite "it says [insert any given message here] on the screen - what do I do". :dance:
A site that has helped me - computer repair services.

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