Troubleshooting is playing a detective to determine who, what, where, when, why & how. You need to find the missing piece to solve the puzzle. Many computer problems are caused by user error, and can be corrected quickly. Basic steps to troubleshooting:
· What is not working properly?
o What exactly were you doing just before and at the moment when the problem started?
o Were you able to finish?
o Any other problems recently?
o Was everything working just before the problem?
o Did anyone do anything to solve the problem? What?
· Where is the problem?
· Was something changed/added?
o Any hardware or software recently installed, removed, reconfigured?
· Select the most probable cause - may be as simple as making sure the device is plugged in or performing a restart
· Implement a solution - remove pgm/drive updates
· Test results
· Document the solution
o Documenting the problem/solution and educating users why the problem occurred can help prevent problems in the future - can provide for quicker resolutions
Prioritize which problems to troubleshoot first:
· Shared resources over individual resources
· Network wide over workgroup or user
· Departmental problems rated by the function of the department
· System-wide over application
Many troubleshooting available in Windows 7 as listed in table 11-1 on page 405-406
A user that needs help starts by requesting for help using remote assistance. Remote assistance must be configured through control panel or by using group policy. Using remote assistance eliminates the need to travel to the user's location for:
· Technical assistance
· Troubleshooting
· Training
Remote assistance allows the person helping to have the same authorization as the user they are helping. Security features included with remote assistance:
· Must be invited in order to login
· User must be present to grant access
· User being helped has control and can terminate session at any time
· Users/administrators can use remote assistance group policy settings or the system property sheet to grant specific permissions for remote assistance
· Firewalls - block port 3389 if using remote assistance internally and connecting to the internet
o Possible to provide remote assistance over the internet - would require leaving port 3389 open
Remote management enables administrators to execute commands on remote computers using Windows PowerShell or Windows Remote Shell (WinRS.exe)
· Windows Remote Management
· Windows Remote Shell video
· WinRS.exe - to execute command from Windows 7 command prompt
o -r:computer: name of computer to execute the command on
- computer name needs to be NetBIOS name or a FDQN
o -u:user: account where you want to execute the command on
o -p:password: password for the account specified in -u command
o command: the command you want to execute
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