Chapter 2
Initial Procedures
This chapter describes initial procedures that can help you diagnose a com- puter problem. These procedures can often reveal the source of a problem or indicate the correct starting point for troubleshooting the computer. Dell recom- mends that you perform these initial procedures in the order they are presented.
Initial User Contact
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 troubleshooting procedure to use. After the user describes the problem, follow these steps:
1.Ask the user to back up any data on the
See the “Maintaining Your Computer” section of the online System’s User’s Guide.
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, “Visual Inspection.”
3.Observe the user to determine whether he or she is making an error, such as typing an incorrect key combination or entering a command incorrectly.
Is the problem a result of user error?
Yes. Instruct the user in the proper procedure or direct him or her to the appropriate user documentation for a description of the correct procedure.
No. Proceed to the next section, “Visual Inspection.”
Visual Inspection
The visual inspection consists of a quick inspection of the exterior of the com- puter and any attached peripherals, including making any necessary corrections. For information about the proper removal and installation of computer
Initial Procedures |