Computer and Software Support

Questions to Answer when Troubleshooting

Sometimes there is no way to know what causes a problem, and other times we can trace the problem to an event. Also knowing information below can help determine what troubleshooting steps needs to be done. If you are having an issue, answer these questions to the best of your ability. If you don't know the answer to a question, just skip it. If you are emailing me for help, please include the questions and answers to these questions.

  1. What exactly is the problem that you are having. Here is a few examples (but not a full list)
    1. Getting an error message but can use the system
    2. Getting an error message and cannot use the system
    3. System is freezing (cursor will move but have hour glass)
    4. System is freezing (cursor will not move, can't access anything)
    5. System hangs on turning the system on
    6. System will not turn on (no picture on screen)
    7. System gives no picture but the computer shows lights
  2. When did the problem begin?
  3. Have you tried rebooting the computer?
  4. Was any hardware added to the system about the time the problem began?
  5. Was there any software added to the system about the time the problem began?
  6. Do you have anti-virus software installed?
  7. Is the anti-virus up to date?
  8. If you are getting an error message, what is the error message
  9. When does the error message happen? (Indicate all that apply) Click here for explanation of boot process
    1. On startup during POST (before going into Windows)
    2. At the windows splash screen
    3. After you get to the desktop where the start button is
    4. Only after you try to open any programs
    5. Only after opening specific programs. What programs are they?
    6. Error message doesn't immediately appear, occurs at various times.