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This chapter describes basic troubleshooting procedures that can help you diagnose a computer system problem. These procedures can often reveal the source of a problem or indicate the correct starting point for troubleshooting the system. For a brief explanation of how to load and start the system diagnostics, see “Running the ell iagnostics” found later in this chapter. Dell recommends that you perform the following procedures in the order they

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When you first contact a user who has a problem, ask the user to describe the problem and the conditions under which it occurs. A verbal description can often indicate the cause of a problem or indicate the appropriate troubleshoot- ing procedure to use. After the user describes the problem, follow these steps:

1.Ask the user to back up any data on the hard-disk drive if the system’s condition permits.

Appendix C, “Maintaining the System,” in the User’s Guide provides information about backing up data.

2.Ask the user to try to duplicate the problem by repeating the operations he or she was performing at the time the problem occurred.

Can the user duplicate the problem? Yes. Proceed to step 3.

No. Proceed to the next section, “External Visual Inspection.”

Basic Troubleshooting 2-1