Dell 100-Mbps manual Basic Troubleshooting, Initial User Contact

Chapter 2

Basic Troubleshooting

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. A brief explanation of how to load and start the diskette-based diagnos- tics is located at the end of the chapter. Dell recommends that you perform the following procedures in the order they are presented in this manual.

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 hard-disk drive if the system’s condition permits.

Appendix D, “Maintaining the System,” in the User’s Guide provides infor- mation 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.”

3.Observe the user to determine if 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 the correct procedure.

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

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