About This Topic...
Troubleshooting your computer system can be a difficult task.
There are so many things to check, so many things to try. Where
should you start? What is the most efficient way to find a problem
and resolve it?
People who are good at troubleshooting use a combination of:
- product knowledge
- experience
- good troubleshooting technique
This topic, How To Troubleshoot, presents a technique for troubleshooting that you can use with
any problem you may encounter with your system. Refining your
technique, along with increased product knowledge and experience,
will improve your troubleshooting skill.
Note that How To Troubleshoot is not a compilation of hints, tips, and procedures for performing
specific repairs on your Apple system. Rather, it is a broad-based
description and tutorial on the task of troubleshooting, regardless
of product. (Who knows, maybe now you'll be able to troubleshoot
your car or your toaster!) If you are looking for specific hints,
tips and techniques, see Basic Troubleshooting's Resources page, or visit Basic Troubleshooting's Problems page.
The Goals of Troubleshooting
Naming the entire process "troubleshooting" is a bit misleading.
In fact, troubleshooting is only one part of the process. Performing
some sort of repair or fix after troubleshooting the system is
also part of the process! Nonetheless, the term "troubleshooting"
will be used here to refer to the entire 6-step process.
There are two goals that an efficient troubleshooter strives for:
- fix it properly
- fix it quickly
Ultimately, the first goal is the more important one. But every
troubleshooter also strives to be efficient, completing the job
in the shortest amount of time possible.
A third goal could be added to the list: fixing it in a cost-effective
manner. For example, purchasing a whole new software package may
fix a problem, but downloading an update from the World Wide Web
that offers the same functionality as the new software would likely
be cheaper while still meeting the goals of fixing the problem
properly and quickly. A good troubleshooter would choose the less
expensive option.
The Six-Step Troubleshooting Process
As you will learn in the sections that follow, the process consists
of these six steps:
- Gather information
- Verify the problem
- Try quick fixes
- Isolate the problem
- Perform the repair
- Verify the repair
Throughout the troubleshooting process, you should also:
- Keep notes
- Consult resources
- Consider the human factor
If this is your first visit to this content area, it is suggested
that you view every section in order. If you are a return visitor,
or just like to skip around, feel free to do so.
To view the troubleshooting steps in order, use the clickable
buttons below. To skip around, use the clickable list of steps
(above, right).
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Gather Information |
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