Basic Troubleshooting Process for Operating Systems

Applying the Troubleshooting Process to Operating Systems

OS problems can result from a combination of
hardware, software, and network issues. Computer
technicians must be able to analyze the problem and
determine the cause of the error to repair the computer.
This process is called troubleshooting.

The first step in the troubleshooting process is to

identify the problem. The figure is a list of open-ended
and closed-ended questions to ask the customer.

Establish a Theory of Probable

Cause
After you have talked to the customer, you can
establish a theory of probable causes. The figure
lists some common probable causes for OS
problems.

 
 
 
 
 

Test the Theory to Determine

Cause
After you have developed some theories about
what is wrong, test your theories to determine the
cause of the problem. The figure shows a list of
quick procedures that can help determine the exact
cause of the problem or even correct the problem.
If a quick procedure does correct the problem, you
can jump to verifying the full system functionality.
If a quick procedure does not correct the problem,
you need to research the problem further to
establish the exact cause.

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Establish a plan of Action to Resolve the Problem and Implement the
Solution
After you have determined the exact
cause of the problem, establish a plan
of action to resolve the problem and
implement the solution. The figure
shows some sources you can use to
gather additional information to
resolve an issue.

Verify Full System

Functionality and Implement Preventive Measures
After you have corrected the problem,
verify full system functionality and, if
applicable, implement preventive
measures. The figure lists the steps to
verify full system functionality.

 
 
 
 
 
 

Document Findings,
Actions, and Outcomes
In the final step of the troubleshooting
process, you must document your
findings, actions, and outcomes. The
figure lists the tasks required to
document the problem and the solution.

 
 
 
 

Common Problems and Solutions for Operating Systems

OS problems can be attributed to hardware, application, or configuration issues, or to some combination of the three.
You will resolve some types of OS problems more often than others. The figure is a chart of common operating system
problems and solutions.
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Summary
This chapter introduced computer operating systems. As a technician, you should be skilled at installing, configuring, and troubleshooting an
OS. The following concepts from this chapter are important to remember:

• Several  different  operating  systems  are  available,  and  you  must  consider  the  customer’s  needs  and  
environment  when  choosing  an  
OS.  

• The  main  steps  in  setting  up  a  

customer’s  computer  include  
preparing  the  hard  drive,  
installing  the  OS,  creating  user  
accounts,  and  configuring  
installation  options.  

• A  GUI  shows  icons  of  all  files,  

folders,  and  applications  on  the  
computer.  A  pointing  device,  
such  as  a  mouse,  is  used  to  
navigate  in  a  GUI  desktop.  

• A  CLI  uses  commands  to  

complete  tasks  and  navigate  
the  file  system.  

• You  should  establish  a  backup  

strategy  that  allows  for  the  
recovery  of  data.  Normal,  copy,  
differential,  incremental,  and  
daily  backups  are  all  optional  
backup  tools  available  in  
Windows  operating  systems.  

• With  a  virtual  machine  manager,  system  resources  on  a  host  computer  can  be  allocated  to  run  virtual  
machines.  Virtual  machines  run  operating  systems,  and  using  them  can  provide  users  with  greater  
system  functionality.  

• Preventive  maintenance  techniques  help  to  ensure  optimal  performance  of  the  OS.  

• Some  of  the  tools  available  for  troubleshooting  an  OS  problem  include  administrative  tools,  system  tools,  
and  CLI  commands.  

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