It is possible to spend a small
fortune on technical support. We explain how to get all the help you will ever
need without having to pay.
Computer problems can be the most
frustrating of all to fix. Unlike a leaky tap or a kitchen drawer that won't
close, finding out why a program keeps crashing or a peripheral will not work
properly is seldom straightforward.
Computer
problems can be the most frustrating of all to fix.
The knowledge required to troubleshoot even
simple computer problems explains why technical support is a thriving industry and
it is possible to spend silly money trying to find a fix. But paying for help
should really be a last resort. With the web on hand and some insider knowledge
about where to look, all but the most complex of computer problems can be put
right and it will not cost a penny.
Battling basic problems
Many computer problems are surprisingly
easy to fix, usually because they are not really `problems' at all. The
excitement (or even bewilderment) that comes with setting up a new gadget, for
example, can make it easy to overlook such simple things as switching it on or
properly connecting it to the computer. So always check plug sockets, power
switches and both ends of any connecting cables when new hardware does not work
properly from the start.
Problems that arise only after new hardware
has been added are best dealt with by backtracking; remove the new hardware and
re-install the old, if necessary. If Microsoft Word started to randomly crash
only after extra memory was installed and the problem disappears when the
memory modules are removed, for example, then the culprit is clear, even if the
precise cause remains a mystery.
Similar
basic checks apply when troubleshooting internet-related issues and these
should always start with the internet connection.
Windows System Restore means it is also
possible to `rewind' a computer's state when a new program or update causes a
problem. In Windows 7, make sure it is enabled by selecting System and Security,
System then System protection in Control Panel (from the Start menu), and then
clicking the Configure button to ensure the `Restore system settings and
previous versions of files' radio button is enabled. In Windows Vista, the
option is found in Control Panel in System and Maintenance, System and System
protection (there is no Configure button). In Windows XP, it is under
Accessories, then System Tools on the Start menu.
Similar basic checks apply when
troubleshooting internet-related issues and these should always start with the
internet connection. Most routers have one or more status lights that show when
a broadband connection is active. A router restart is usually a quick remedy
for a connection that does not appear to be working (routers can crash, just
like computers).
Remember that internet services providers
(ISPs) can also suffer from technical trouble and an unresponsive connection
might be caused by problems with its network. Most ISPs have a service status
web page to check this, although a 3G smartphone might be needed to reach it if
broadband is not working - so bookmarking it for later reference is a good
idea. Similarly, if a particular web page will not open, do not assume the web
browser, router or internet connection is at fault. The site itself could be
suffering in some way, so always check it with the wwwisup.me service.
Dig Into Device Manager
If hardware appears to be connected and set
up properly, but still does not work as expected, the chances are that a
Windows configuration problem is to blame. This can sometimes be confirmed by
checking the hardware's status in Device Manager, which is opened by
right-clicking the Computer icon on the Windows Desktop (or the Start menu),
selecting Properties and for Windows Vista and 7, clicking Device Manager in
the left of the window that opens. In Windows XP, click the Hardware tab on the
System Properties window that opens, then click Device Manager.
Any hardware that appears in Device Manager
with an exclamation mark next to its name has a problem and this is almost
always caused by its driver. Thankfully, Device Manager makes it easy to update
a driver, or in the case of a recent faulty update, restore an earlier working
version. You can read our in- depth explanation of how to troubleshoot problems
using Device Manager at www.snipca. com/6514 and there is a Windows 7-specific
follow-up at www.snipca.com/6515.
Windows 7 Troubleshooting Tools
Unfortunately, a dodgy driver is not the
only reason for hardware failing to work properly and, while finding the cause
gets more difficult from this point, Windows can lend a hand. Windows 7 has a
number of troubleshooting tools that can help pinpoint many faults.
Windows
7 has a number of troubleshooting tools that can help pinpoint many faults.
Click Start followed by Control Panel then
type troubleshooter into the search box at the top right. Control Panel will
change to display four options but the last two can be ignored. The Desktop
Gadgets option is for working with Windows 7’S Desktop Gadgets while the
‘Identify and repair network problems’ is simply a shortcut to an option found
under the Troubleshooting option. The `Diagnose your computer's memory
problems' option is more useful because it restarts Windows in a diagnostic
mode that performs various memory tests. A bad Dimm is often at the root of
random application crashes and weird errors, so these tests (which can be
conducted at increasingly exhaustive levels by pressing the Fi key) can be invaluable.
The first option in this window,
Troubleshooting, is the most useful one. Click it to view a comprehensive set
of troubleshooting tools (download any updates if the option appears). The
tools cover everything from running older Windows programs to fixing problems
with Windows Update; clicking the green header for each will display yet more
troubleshooting options. The tools are all wizard-based and will perform a
series of tests to determine the problem, before attempting an automatic fix
(usually by reconfiguring any necessary settings) or suggesting some manual
solutions.
If a Windows 7 troubleshooting tool can't
solve a particular problem, it offers two further options. The first is Explore
additional options that offers links to online help resources, which we will be
covering later. The second - View detailed information is more useful for DIY
troubleshooting. Select this and a new Troubleshooting report window opens that
contains details of the problems that were checked and potentially identified,
along with explanations of their implications. These explanations are worth
reading closely, since they may give an unexpected clue to a problem's cause.
Scroll down the Troubleshooting report
window's content to the Detection details section and click it to see further
details about the hardware and its driver. This information will be handy for
reference when searching for a solution online. This section may also contain
links to various diagnostic logs that can be saved for later uploading to a support
forum or professional support service.
