Hardware and Peripheral Issues
When you’re troubleshooting hardware issues, it is always important to follow the problem-solving process as outlined in the “Problem-Solving Process” section in Chapter 1, “Help Desk.” The following sections cover some common issues IT technicians might encounter with hardware and peripheral devices.
Basic Hardware/Software Troubleshooting
One of the most demanding skills of the IT technician is to learn how to troubleshoot hardware and software. These are some basic issues you might encounter. It is by no means a complete list, but more of an example of some issues you might encounter.
Power and Connectivity:
Verify the device is plugged in securely to a functioning power outlet.
Ensure all cables (power, data) are properly connected to both the device and the computer.
Check for any physical damage to the cables or ports.
Ensure the computer is powered on if it has a power switch.
Check to make sure the PSU switch is also in the 1 (or on) position.
If the power button on the computer case doesn’t seem to work, double-check that the front panel header cables that connect from the case to the motherboard are connected correctly.
If you’re working on a laptop, ensure it’s plugged in or has sufficient battery life. Sometimes, if a laptop battery is malfunctioning or completely dead, the laptop will not turn on even if plugged in. Disconnect the battery from the laptop and plug the laptop into a wall outlet with no battery attached. If the laptop turns on, you need to replace your battery.
Device Status Indicators:
Many devices have LED lights that indicate their status (e.g., blinking for errors, solid for power on). Consult the device’s manual to understand the meaning of the lights particular to the device.
Firmware Updates:
The most common firmware update for computer hardware is the BIOS of the motherboard. The basic input/output system, or BIOS, is a minimalistic operating system that allows a computer to turn on and understand basic devices. It allows various configuration settings including system clock/date, RAM overclocking settings called XMP/DOCP/EXPO depending on the manufacturer, boot order selection, and more. The settings are stored in another chip called the CMOS chip, and the BIOS reads setting changes from the CMOS upon boot. It is important to note that the changes or settings you adjust in BIOS are actually stored in the CMOS chip. The BIOS itself is a special type of read-only memory (ROM) chip called an EEPROM, which is short for electrically erasable programmable read-only memory. You can easily cause your computer to not boot if incorrect settings are applied in the BIOS. Therefore, if you do cause an issue, you can unplug your computer, pull the CMOS battery, and clear those configurations. Without a BIOS chip on the motherboard, your computer would do nothing when you turn it on. When you turn on your computer, the BIOS recognizes basic devices like a monitor, keyboard, mouse, RAM, and storage devices, and then does a power-on self test (POST) to make sure the devices are working. POST then passes on the startup process to the boot loader on your storage device that begins actual loading of the operating system.
Having a basic understanding of BIOS is important because it is vital to your computer’s performance. It used to be that you would not update your BIOS firmware unless you were having a problem. This is called flashing. Unfortunately, in the past decade, motherboard manufacturers are racing to put out new motherboard models for the seemingly endless choices of CPUs and chipsets that Intel and AMD have been releasing. As such, many new motherboards have critical errors upon release. Therefore, you might have to flash, or update the firmware, of your BIOS.
Benefits of firmware updates involve improved performance, bug fixes, and new features added to the hardware.
Possible dangers of firmware updates include faulty updates that can brick your device. Bricking is a term meaning to cause it to become permanently nonoperational. Also, not obtaining the firmware from a trusted source like the motherboard manufacturer’s website directly could open the possibility of malware being installed at the hardware level, which is extremely dangerous.
Software Compatibility:
If devices are working properly on Windows, check the Device Manager to see if the drivers are loaded and working (refer to Figure 2-23).
Check whether the software you’re trying to use meets your system’s specifications. Look for information on processor type (32 bit versus 64 bit), minimum RAM, graphics card compatibility, and required disk space.
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Peripheral Troubleshooting
A multitude of issues can arise with peripherals. While the following list is not exhaustive, here are some common issues:
Printers:
Drivers: Always install your printer driver before plugging in or setting up your printer.
Connectivity: Ensure the printer is connected properly (USB, Wi-Fi) and turned on.
Multifunction Devices: Consult the printer’s manual for specific instructions on using its scanning, copying, and faxing functions. Drivers have notoriously been problematic for all-in-one or multifunction printers.
Loading Paper: Refer to the manual for instructions on loading paper based on the paper size and type (tray selection).
Paper Jams: Carefully follow the manufacturer’s instructions on clearing paper jams to avoid damaging the printer. As a rule, never pull jammed paper out the opposite way as it was going through the rollers. Paper jams are often caused by rollers that are losing their special coating that grips the paper; you might have to replace the worn printer roller.
Print Queue: Access the print queue from your computer (Settings > Printers & Scanners) to view and manage printing jobs. You can cancel or restart stuck jobs there.
Ink Replacement: For inkjet printers, consult the manual for instructions on replacing ink cartridges specific to your printer model. Before replacing inkjet cartridges, try to run Clean Printhead from your printer’s menu. This will often help alleviate streaking or faded text/graphics.
Toner Replacement: For laser printers, consult the manual for instructions on replacing toner cartridges specific to your printer model.
Fax:
Most modern computers lack built-in fax functionality. If you need to fax from your computer, you can rely on websites that will allow you to upload a document to be faxed from their service, or you will need to buy a dedicated fax machine or a multifunction printer that includes fax capabilities.
If you have a multifunction printer with fax capabilities, but you cannot send a fax out, check that your printer is plugged into a telephone port with an RJ-11 cable. Also note that many Internet-based telephones (IP telephones) can be problematic when faxing because they can have jitter, or unevenness in transmission speed, that faxes can’t account for.
Headphones/Microphones:
Check the connection (wired or wireless) and ensure the volume is turned up on both the device and your computer.
Test the microphone using the Sound Settings in Windows.
Make sure the right Sound Output is selected in Sound Settings in Windows. For example, if you have speakers built into your monitor, you will want to make sure the Sound Output is HDMI or DisplayPort and not speaker output.
External Drives:
Verify the drive is properly connected and recognized in File Explorer.
Some external drives require additional power (a separate power adapter).
Scanners:
Like printers, scanners often need specific software to function. Install the scanner driver and software from the manufacturer’s website.
Webcams:
Ensure the webcam is enabled in your computer’s settings and privacy settings.
Check whether applications have permission to access the webcam.
Keyboard/Mouse (wired/wireless):
Try using a different USB port for wired connections.
Replace batteries for wireless keyboards/mice.
If using a Bluetooth wireless keyboard/mouse, ensure you have a Bluetooth receiver on your computer because not all desktop computers come with a Bluetooth expansion card built in. Begin by pairing the device to get it to work.
For wireless keyboards/mice, move your wireless router away from your computer because many wireless peripherals operate in the 2.4 GHz range, which is one Wi-Fi frequency your router uses for network connectivity.
Teleconferencing Devices:
One main issue you might encounter with teleconferencing devices such as Cisco’s Webex Desk Pro screens is insufficient bandwidth. If the video call is lagging or dropping out, try to switch from a wireless connection to a wired connection. If this doesn’t help, you might need to check your Internet speed and possibly upgrade your Internet plan for a faster connection.
If the device is not recognized by your operating system, try updating drivers and/or using a different port for connection.
Tactile/Interactive Input Devices:
Touch screens can lose calibration, which can cause inaccurate touches. Use the device’s built-in settings to recalibrate the screen.
Clean dirty or wet input devices with a microfiber cloth.
Check for physical damage to the device itself.
Check for loose cables.
Check for outdated drivers.
Check for firmware updates to the device itself.