Chapter 9 Troubleshooting 161

The CompTIA Six-Step Troubleshooting Process 161

Gather Data from the Customer 161

Establish a Theory of Probable Cause (Eliminate the Obvious) 162

Establish a Plan of Action and Implement the Solution 163

Verify Functionality and Implement Preventive Measures 163

Document Your Findings, Actions, Outcomes 163

Troubleshooting Motherboards, RAM, CPU, and Power 164

Troubleshooting Hard Drives and RAID Arrays 170

Troubleshooting Video and Display Issues 178

Troubleshooting Wired and Wireless Networks 182

Troubleshooting Operating Systems 185

Troubleshooting Security Issues 192

Dealing with Malware 196

Troubleshooting Laptop Issues 196

Best Practices for Laptop Disassembly 200

Troubleshooting Printers 200

Index 207

About the Author

Mark Edward Soperhas been working with PCs since the days of the IBM PC/XT and AT asa salesperson, technology advisor, consultant, experimenter, and technology writer and content creator. Since 1992, he has taught thousands of students across the country how to repair, man-age, and troubleshoot the hardware, software, operating systems, and firmware inside their PCs. He has created many versions of his experimental computer known as “FrankenPC” for this and previous books. Mark earned his CompTIA A+ Certification in 1999 and has written four other A+ Certification books covering previous and current versions of the A+ Certification exams for Pearson imprints.

Mark has contributed to many editions of Upgrading and Repairing PCs, working on the 11th through 18th and 20th editions; co-authored Upgrading and Repairing Networks, Fifth Edition; and has written two books about digital photography, Easy Digital Cameras and The Shot Doctor: The Amateur’s Guide to Taking Great Digital Photos.

In addition, Mark has contributed to Que’s Special Edition Using series on Windows Me, Windows XP, and Windows Vista and to Que’s Windows 7 In Depth. He has also contributed to Easy Windows Vista and has written two books about Windows Vista: Maximum PC Microsoft Windows Vista Exposed and Unleashing Microsoft Windows Vista Media Center. Mark has

also written two books about Windows 7: Easy Microsoft Windows 7 and Sams Teach Yourself Microsoft Windows 7 in 10 Minutes. Mark has also created a number of hardware tutorial videosavailable from the OnGadgets&Hardware podcast channel at www.quepublishing.com.

Mark has also written many blog entries and articles for MaximumPC.com and Maximum PC magazine. He has taught A+ Certification and other technology-related subjects at Ivy Tech Community College in Evansville, Indiana.

Dedication

In memory of Mark Reddin: 1969-2012. Thanks very much for your work and your life.

Acknowledgments

First of all, I thank God for the opportunity to work in a field I love and for His encouragement over the years to arrive at this point in my career.

Second, I want to thank my family for hanging in there during many long days and nights over the years as I’ve worked on this and many other technical projects. Thanks especially to Cheryl for words of encouragement, many cups of tea, and reminders to push away from the keyboard; to our children for bringing me problems to solve, time together to enjoy; and to our grandchildren, whose technological and creative skills continue to amaze.

A technology book is the work of many hands, and I want to thank David Prowse for the opportu-nity to adapt his content for this quick reference. Dave and I have also worked on the Exam Guide for the current and previous A+ Certification exams, and I am once again happy to have his help.

Thanks very much to Dave Dusthimer, whose enthusiasm for creating the finest CompTIA A+ educational material has been an inspiration to the team. Thanks also to Drew Cupp for his sug-gestions, encouragement, and nudges when needed; to Betsy Brown for keeping all the strands of these A+ projects from getting snarled; to Sandra Schroeder for managing this project; to

Vanessa Evans for keeping those payments coming; to Mandie Frank for making sure it was nicely wrapped up; and to the rest of the Pearson Education team.

Thanks also to Chris Crayton for an outstanding job of tech editing, and to Scott Mueller, whose bestselling Upgrading and Repairing PCs provided the launching pad for my career in technology.