ITS401-Unit 8: Provide First-Level Remote Help-Desk
Unit 11: Provide Client Support
Common Hardware Problems:
Issue Problem Troubleshooting
No internet Connection 1- Network troubleshooting.
Wireless card (NIC)
2- Install/Update/Scan NIC driver
RAM Faults and Errors or Low Memory 1- Restart the PC.
notification 2- Replace the old RAM with a new one.
3- Add additional RAM
RAM 4- Increase the existing RAM with more capacity (Virtual
Memory).
5- Close unused application.
6- Disable start-up applications
The PC is not switching on. 1- Make sure that the cable is plug in into your computer
correctly.
2- Make sure that the outlet is feeding the power using Digital
multimeter.
Power Supply
3- Make sure that the power supply is feeding the electricity
using Digital multimeter.
4- Replace the power supply
Note: Digital multimeter is used to test the integrity of circuits and
the quality of electricity in computer components.
Hard Disk Faults 1- Check routine maintenance (Disk clean-up, Disk
Hard Disk Defragmentation, Used third utility tool for diagnostic
HDD such as HDD Sentinel)
2- Replace the HDD
DVD is not working 1- Install/Update/Scan DVD driver
DVD
2- Replace the DVD
Wireless Mouse 1- Make sure that the mouse receiver is plug in into USB port.
2- Make sure that the mouse has batteries
Mouse
Wired Mouse 1- Make sure that the cable is plug in into your computer
correctly.
2- Install/Update/Scan mouse driver
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ITS401-Unit 8: Provide First-Level Remote Help-Desk
Unit 11: Provide Client Support
1- The keyboard is not typing 1- Make sure that the cable is plug in into your computer
correctly.
2- Change the USB port.
Keyboard 3- Plug the keyboard in different PC.
4- Restart the PC.
5- Update the driver.
6- Replace the keyboard.
1- The printer is not working 1- Make sure that the cable is plug in into your computer
correctly.
2- Make sure that the printer is power on (Light indicator)
Printer 2- Printer is jamming 1- Remove the paper.
3- No Ink Cartridge. 1- Print test page.
2- Replace the cartridge.
1- The screen is not working 1- Make sure that the cable is plug in into your computer
correctly.
2- Make sure that the screen is power on (Light indicator)
Screen
2- Brightness of the screen is extremely 1- Change the brightness from Windows settings.
low. 2- Change the brightness from monitor settings.
3- Screen Resolution problem. 1- Change the resolution from Windows settings.
1- Fans is not working properly 1- Make sure that the Fan connector is connecting to the
motherboard correctly.
2- Replace the fans
Fans
2- The computer system is making noise 1- Clean your system completely by removing motherboard
while running. from its place and clean the Fan and Heat sink with a brush or
soft cloth.
Common Software Problems:
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ITS401-Unit 8: Provide First-Level Remote Help-Desk
Unit 11: Provide Client Support
The Operating System is not working properly
The Computer is keeping restart 1- Clean Fans.
2- Scanning for viruses or malware.
3- Check Hardware compatibility (RAM, CPU)
4- Updates all drivers
5- Reinstall the OS.
Operating System The Computer is slowdown 1- Check routine maintenance (Disk clean-up,
Disk Defragmentation)
2- Delete unnecessary programs.
3- Delete unnecessary files and folders.
Blue Screen 1- Repair System using OS DVD.
2- System Restore.
3- System back-up image.
Software or application 1- The software is not working properly. 1- Control panel Troubleshooting Programs
2- The software is not responding Programs compatibility Troubleshooter.
(Freezing) 2- Reinstall the program.
3- Program is running slow
4- Older programs are not compatible
Lost Data Lost Data 1- System Image Recovery
2- System Restore
Forgetting login information Forget Login password 1- Answer Secret Question
2- Login as administrator and Change User
Password
3- Create Password Recovery Disk
