Before You Call Tech Support.pdf

What You Can Do Before

You Call Tech Support

By Mitch Tulloch, MVP

Y our sound card has stopped working, your computer seems sluggish, the network

is down, your hard drive is clicking, you can’t view a website, your monitor is hard

to read, your new webcam isn’t working, your favorite program won’t run, and a

funny burning smell is coming from your computer. What can you do on your own to try to

troubleshoot the issue before you pick up the phone to call tech support?

If you’re running Windows 7, quite a lot. Microsoft has included a lot of self-support tools

in Windows 7 that you can try using before you seek the help of others, and we’ll examine

these in a moment. Then there are the tools you were born with—your ive senses (see,

hear, smell, taste, touch) and most importantly your brain. And by brain I’m including your

memory, experience, and capacity for logical reasoning. Finally, there is ancient and sacred

lore passed on in secret from Master to Disciple over the millennia. We’ll see shortly how

your brain, your senses, and the secrets of the Wise Ones can be very helpful for trouble-

shooting computer problems. But irst let’s look at what troubleshooting tools are built into

Windows 7.

Windows 7 Troubleshooting Tools

Windows 7 has a new feature called the Windows Troubleshooting Platform that lets third-

party hardware and software vendors create troubleshooting packs (or troubleshooters )

you can use to try to resolve computer problems yourself. Microsoft has included about

two dozen of these troubleshooters in Windows 7, and if something goes wrong with your

computer you can try using these troubleshooters to identify and (hopefully) resolve the

problem.

What You Can Do Before You Call Tech Support

The quickest way to gain access to these troubleshooters is to type troubleshooting in

the Start menu search box and press Enter. This opens the Troubleshooting item in Control

Panel:

You can click on any of the troubleshooting items listed here to launch a particular trouble-

shooter. If you don’t see one you think can help, click View All in the left pane to display all

available troubleshooters.

Do these troubleshooters help? Sometimes. For instance, the other day I wanted to down-

load an optional update from Windows Update, so I typed update in the Start menu search

box and launched Windows Update. Then I clicked Check For Updates and waited. After a

few moments this error was displayed:

Windows 7 Troubleshooting Tools

When I clicked Get Help With This Error, a Windows Help And Support window opened and

indicated that Windows Update error 8024402C might be caused by “a program running

on your computer that’s preventing Windows Update Services (SVCHOST) from accessing

the Internet. Programs that might do this include irewalls, antispyware software, web accel-

erators, Internet security or antivirus programs, and proxy servers” and at that point my

eyes glazed over.

So next I opened Troubleshooting in Control Panel, clicked View All, and double-clicked on

the Windows Update troubleshooter to see if that could help. I clicked through the steps of

the Windows Update troubleshooter, and the result was this:

OK, now we’re getting warmer. I know what a DNS server is, and if my computer can’t reach

the DNS server then I can’t get to anything on the Internet. At that point my brain needs

to kick in to solve the problem, and I’ll continue the story in a moment. All I want you to be

aware of at this point is that Windows 7 has dozens of troubleshooters you can use to try

to resolve computer problems on your own when they arise. These troubleshooters are the

irst of four pillars you can use when troubleshooting problems with your computer, but the

troubleshooters are only available if you’re running Windows 7. Fortunately the remaining

three pillars are more general in nature and apply to troubleshooting problems with any

operating system.

What You Can Do Before You Call Tech Support

Your Senses

The second pillar of troubleshooting computer problems is to use your senses—your eyes,

ears, nose, tongue, and hands. Well, you’ll probably never use your tongue to gather infor-

mation concerning your computer—yuck!

For example, in the preceding story I spent several minutes trying to check for new

updates, and then spent several more minutes running the Windows Update trouble-

shooter. Had I simply used my eyes, however, and looked at my computer screen, I might

have noticed the following in the system tray at the bottom right corner of my screen:

That yellow warning sign with an exclamation point superimposed on the network icon

must be important, right? It sure is—it indicates a problem with my network connection.

And obviously if there’s something wrong with my network connection then I likely won’t

be able to check Windows Update or visit anywhere else on the Internet.

Using your senses—especially your eyes—is critical for successfully troubleshooting com-

puter problems. Always look at what’s going on irst before you blindly initiate steps to

solve your problem. Look at the system tray in particular—if Windows wants to get your

attention, it’ll probably do so there. For instance, I just checked the system tray on another

Windows 7 computer and here’s what I see:

The red circle with an X in it superimposed on the lag icon indicates a critical issue that

needs to be addressed. If I hover my mouse pointer over this icon, a notiication message is

displayed containing more information:

Clicking the lag icon opens Action Center, a new feature of Windows 7 that acts as a cen-

tral place where you can view recent notiication messages concerning issues Windows has

identiied as important and take actions to try to correct these issues. When I open Action

Center on this particular computer, it tells me that I haven’t created a backup yet for my

computer and I haven’t got antivirus software installed.

Your Brain

Using your senses is often the key to successful troubleshooting because they help you

gather information that can unlock the mysteries of PC misbehavior. Did the screen licker

after you installed the latest driver for your video card? That clicking sound your hard drive

is making doesn’t sound normal, does it? Why does my computer make four loud beeps

when I turn it on and then go dead? Wow, that laptop seems hot today sitting on my lap—I

wonder why? But senses alone are not enough to troubleshoot most problems—you also

need to use your brain.

Your Brain

I once got a thank you card from a student I taught in a class. The card contained this

word of advice: “Don’t think too hard—it hurts.” That’s both good and bad advice. It’s good

advice because using your brain can feel like a strain. It takes a lot of effort to think in a

logical, disciplined way about something. But to say we should avoid doing that is not good

advice, because careful, logical thinking is perhaps the most important pillar of successful

PC troubleshooting. Let me demonstrate this a couple of ways.

Once I ordered a PC from a company I had had good dealings with in the past. The com-

puter arrived all boxed up, and when I opened the box and set up the computer and con-

nected it to my monitor and booted it, the screen was black—no signal. I got upset. Is the

video card dead? The motherboard? Will I have to pay return shipping and a restocking

fee? I hate wasting money.

So I phoned the company’s support number and spoke to a technician and asked what I

should do. He said sometimes when computers are shipped they get jostled around and

components come loose, and suggested I try reseating the video card. So I opened the

computer, pulled the video card, and reinserted it. I turned it on and everything worked.

Why didn’t I think of that? Well, I probably will next time. Why? Because the scenario has

been imprinted in my memory because knowledge was imparted to me by the technician,

and knowledge applied results in experience. I became a little more experienced in PC

troubleshooting because of what happened. And on relecting what happened, I realized

something important about PC troubleshooting: start by asking yourself when the prob-

lem happened. In other words, what actions or events immediately preceded the problem

appearing. Did you install a new application? Did you update a device driver? Did you

connect or disconnect a peripheral? Did you move your computer? Did you turn on your

microwave oven?

Here’s another story to illustrate. A few days ago I reorganized my lab, moving my comput-

ers and other hardware around to make my work environment more ergonomic. Once I

had everything wired up, I turned everything on to test it and one computer failed to boot

at all and displayed the message DISK BOOT FAILURE, INSERT SYSTEM DISK AND PRESS

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