Administrative Assistant / Secretary: Troubleshooting Computer Problems

There is nothing more upsetting than being in the middle of an important project and having trouble with your computer. Almost every computer user has experienced times when his or her computer didn’t operate properly. Perhaps the computer crashed and lost your work before you saved. Perhaps the computer started running very slowly or wouldn’t turn on at all. In many cases, just turning a computer off and back on does the trick. This process, called rebooting, resets the computer’s memory, processes, and programs.
Sometimes, though, you need to do more than reboot, but you must determine what you should do. Many people are afraid to troubleshoot computer problems; the solutions, however, to some of the most common problems can be quite simple. With some help, you can diagnose and correct most problems.
In most large offices, a computer Help Desk is available. If you experience a problem, you can call the Help Desk and someone will come to take a look at your computer. In smaller businesses, you may have to call an outside vendor, who may first attempt to troubleshoot the problem over the telephone. Whether you work for a large or small business, though, the result is the same: lost time.
This guide will help you troubleshoot some of the most common problems yourself so you can get back to work without waiting for a service technician. There are separate sections for Windows PC troubleshooting and Macintosh troubleshooting. Make sure you consult your owner’s manual before you open your computer and attempt any repairs yourself.

Microsoft Windows PC Troubleshooting

Computer Won’t Turn On
If your computer won’t turn on, you first need to check the simple stuff. Look to make sure the power cord has not come loose from the wall or the back of the computer. Check the switch on the surge protector. Make sure the surge protector is turned on and plugged in. Has the surge protector blown a fuse? If so, you may be able to push the reset button to reset the surge protector. Make sure there is power to the wall outlet where the computer or surge protector is plugged in. Will anything else work in this outlet?

Computer Freezes or Crashes
Freezing occurs when the computer become completely inactive. There are no error messages, the mouse doesn’t move, and the computer does not respond to keyboard commands. Crashing is similar to freezing, but the computer usually displays some type of error message. A program may close unexpectedly, but the rest of Microsoft Windows continues to function.
If your computer freezes or crashes frequently, it could be the sign of a hardware problem. Sometimes this is the result of a device that is not installed properly, such as a new video card, memory, or a hard drive. Sometimes a component will fail after the machine has warmed up.
Usually, it’s a good idea to have a computer technician examine your computer when you experience frequent freezing and system crashes.

Computer Comes on with a Blue Screen
If you turn on the computer and a blue screen appears that says the computer was not properly shut down, it will normally begin doing a scan for errors. This occurs when the computer was improperly shut down the last time you used it. The system scans for errors on the hard drive that can occur when you turn off the hardware without shutting Microsoft Windows down properly. To properly shut down the system in Windows 7, always go to the Start Menu on the taskbar and click SHUT DOWN from the pop-up menu. In Windows 8, access the CHARMS menu, click SETTINGS > POWER > SHUT DOWN.

Computer Runs Very Slowly
There are several reasons your computer might start running very slowly, ranging from viruses to the system’s not having enough memory or hard drive space. Use anti-virus software to help combat viruses. To check your system memory in Windows 7 or earlier, click START, CONTROL PANEL, SYSTEM AND SECURITY, SYSTEM. To check your system memory in Windows 8, access the CHARMS menu, click SEARCH, SETTINGS, and start typing “System”. Then, click the SYSTEM icon. The System window will tell you how much memory your system has. It is recommended that your system have at least 4 GB of RAM. If your system has less, see about getting more memory. Figure 17-1 shows the System window in Windows 8.
While viewing the System window, you can adjust the performance of your Windows system by clicking ADVANCED SYSTEM SETTINGS. There you will find a setting for performance. Click the SETTINGS button for Performance. You can then adjust the visual effects for better performance. On the Advanced tab of the Performance Options box, you can adjust the processor settings, memory usage, and virtual memory. Virtual memory is necessary, but the use of it by your computer slows your system. With virtual memory, when your computer system runs low on RAM, it offloads some of its memory to your hard drive. Since your hard drive is much slower than RAM, your computer is forced to slow down.
Another thing to check when your computer appears to be running very slowly is the space available on your hard drive. In Windows 7 or earlier, click the Start Menu, click COMPUTER, then right-click on the C: drive icon, and then click PROPERTIES. In Windows 8, from the Start screen, click DESKTOP, then click the FILE EXPLORER icon on the taskbar. You can then right-click on the C: drive icon. The Properties box shows the capacity of the C: drive as well as how much space is used and how much space is still available.

System window in Windows 8.



If most of your C: drive is being used, this can cause your system to run slowly. If this is the case, try using the Windows Disk Cleanup program, which will suggest files you can delete. To access Disk Cleanup in Windows 7 or earlier versions, click the START button on the taskbar, and then click ALL PROGRAMS, ACCESSORIES, SYSTEM TOOLS, and DISK CLEANUP. In Windows 8, access the CHARMS menu, click SEARCH, click SETTINGS, and type “Disk Clean”. Then, click FREE UP DISK SPACE BY DELETING UNNECESSARY FILES. Windows then checks the drive and the Disk Cleanup program begins to run. The Disk Cleanup program tells you how much space can be freed and displays a list of files that should be deleted. You should run Disk Cleanup once a month to manage the space on your hard drive.
Another thing you can do to improve your computer’s performance is to defragment your C: drive. Over time, the files on your computer begin to get fragmented and stored on various open spaces on the drive, rather than being stored as one contiguous file. Because the files are broken up over multiple locations, this process is called fragmentation. When the computer goes to access one of these fragmented files, it takes longer to load. The Disk Defragmentation tool optimizes the performance of your computer by reorganizing the files on your hard drive into contiguous blocks. You should defragment the files on your hard drive once month.
To run Disk Defragmentation in Windows, including earlier versions, exit all the programs and turn off your screen saver. Then, click the Start Menu, click COMPUTER, then right-click on the C: drive icon. Then click PROPERTIES. Click the DEFRAGMENT NOW button to begin the process.

C: drive Properties box.


In Windows 8, access the CHARMS menu, click SEARCH, click SETTINGS, and type “Disk Defrag.” Then click DEFRAGMENT AND OPTIMIZE YOUR DRIVES.

The Monitor Is Blank
Many computers have a built-in energy saver that will put the system to sleep after a period of time. The monitor appears to be off, while the power light goes from green or blue to amber or black. To wake up your system, just move your mouse around or type a key on the keyboard. After a few moments, the system will power back on.
If the system is not in sleep mode, check to make sure the power switch is turned on. When the power is turned on for a monitor, the power light will usually show green or amber. Green tells you that the monitor has power and is receiving a video signal from the computer.
If you can’t see the power light, check to see if the power cord is tight in the back of the monitor and to the power strip or wall socket. Also make sure the monitor video cable is tightly connected to both the back of the monitor and to the back of your computer.
If the power is on and all the cables are okay, check to make sure the monitor’s brightness and contrast controls are not turned down. These controls are on the monitor; however, the location varies depending on the manufacturer.
Before assuming the monitor is broken, you might want to try another monitor connected to your computer. If that monitor works, then you can probably isolate the problem to your original monitor. If the replacement monitor also doesn’t work, then the problem is likely with your computer’s video card or the integrated video on the system board. In either case, you should have the computer serviced.

No Signal Input Sign on Monitor
Sometimes the monitor comes on and you see a box on the screen with red, green, and blue stripes, along with the message “No signal input.” This means that the monitor is on but it’s not receiving a signal from your computer. Just turn on the computer first, before turning on your monitor.

Mouse Won’t Work
If your computer’s mouse won’t work or stops working while you are in the middle of a project, try the following troubleshooting steps. Check to make sure the mouse is connected to the computer. If the mouse cable is disconnected, reconnect it and, if necessary, restart your computer.
Sometimes just turning your computer off and then back on will cause a nonfunctioning mouse to start functioning again. You can also try using a different mouse. If there is an unused computer around the office, try borrowing its mouse to conduct a test. It is best to turn off the computer, connect the replacement mouse, and then turn the computer back on. If the replacement mouse works, then you’ve isolated the problem to your old mouse. It’s probably time to buy a new one.
If you just installed a new mouse and it doesn’t work, you must also install the new mouse software.
If you are in the middle of working when your mouse stops working, you can press the CTRL + S keys on the keyboard to save your work. Table 17-1 shows the keyboard shortcuts if your mouse stops working.

Keyboard Won’t Work
If your keyboard stops working, check to make sure the keyboard is connected to the computer. If the keyboard cable is disconnected, reconnect it and restart your computer.
Another thing you can do is press the CRTL + ALT + DEL keys on the keyboard at the same time to bring up the Task Manager. Use the mouse to select a program that says “not responding” and click the END TASK button. Repeat this process until all the tasks are ended. Check to see if the keyboard starts working again.
Sometimes just turning the computer off and back on will cause the keyboard to start working again. If your mouse is still working, click START on the taskbar, and then click SHUT DOWN. Unplug the keyboard connection from the back of the computer and reinsert it tightly. Wait a few moments and then restart the computer.

Number Keypad Doesn’t Work
The NUM LOCK must be on for the number keypad to work. If you press the NUM LOCK key on the key pad, the NUM LOCK button will light on the keyboard. The NUM LOCK key is located in the upper left corner of the number keypad.

Keyboard Error or No Keyboard Found
If you start your computer and see a message that says “Keyboard Error” or “No Keyboard Found,” then the computer is not seeing the keyboard. Check to make sure the keyboard cable is connected to the computer.
Check to see if any lights display on the keyboard. Press the NUM LOCK button on the number keypad of your keyboard and see if the NUM LOCK light appears.
 

Keyboard Shortcuts If the Mouse Stops Working
 

Try switching keyboards with another computer. If the replacement keyboard works, then it’s probably time to toss your old keyboard and get a new one.

Printer Won’t Work
If the printer isn’t working, you need to determine if the problem is with the printer, the cable, or your computer. Check the printer’s owner’s manual for information on how to use the printer’s built-in self-test mode. When the printer is in self-test mode, it will print a test page. If the self-test is successful, you can assume the printer is OK.
Test the connection between your computer and the printer in Windows 7 by clicking START, DEVICES and PRINTERS, and then right-click the icon of the printer that is not responding. Click PROPERTIES and then click the PRINT TEST PAGE button. If Windows can’t print a test page, then click the printer cable and make sure it is connected. In Windows 8, you can access your printer by accessing the CHARMS menu, and clicking DEVICES.
If multiple printers are available, try printing to another printer. If you can print to another printer, then your computer is okay and there’s a problem with the connection to the other printer or with the failing printer itself.
Check to make sure the printer isn’t having paper feed problems. Check to make sure the printer doesn’t need a new ink jet or toner cartridge.
Is the printer shared on the network? If so, then usually a shared printer is connected to another computer on the network. That computer must be turned on before the shared printer is accessible.

Non-System Disk or Disk Error
If the computer makes a funny sound, your hard drive may have failed. Try turning off the computer and turning it back on. If that doesn’t work, contact your Help Desk or call a computer repair company.

Operating System Not Found
If you receive a message that the “operating system was not found,” this usually means there is a problem with the hard drive or with your installation of Microsoft Windows. Try running the Windows Install disk to repair your Windows installation.

Numeric Error Code Displayed on Screen
When the computer displays a numeric error code, there could be a problem with the hardware settings stored in the computer’s BIOS (basic input-output system). Turn the computer off and restart it. If that doesn’t help, call your Help Desk or contact a computer repair company.

HDD Controller Failure Message
When the computer displays a message indicating that there is an error with the FDD or HDD controller, there is a problem with the hard drive or the cables that connect them. Turn the computer off and restart it. If that doesn’t help, call your Help Desk or contact a computer repair company.

Hard Drive Won’t Save or Load Files
One of the first symptoms that your hard drive is having a problem is that it will have trouble saving or loading files. One way to check the health of your system is to run the ScanDisk utility. If your computer was not shut down properly, when the system restarts, ScanDisk will automatically run to check for errors. You can also run ScanDisk yourself, performing either a Standard scan, which checks files and folders for errors, or a Thorough scan, which will test files, folders, and the disk surface for errors.
To start the ScanDisk tool, exit all programs and turn off the screen saver by right-clicking the WINDOWS DESKTOP and selecting PERSONALIZE from the pop-up box. Click the SCREEN SAVER icon, and then select NONE from the drop-down box. Click the APPLY button and click OK. Then in Windows 7 or earlier versions, click the START button, ALL PROGRAMS, ACCESSORIES, SYSTEMS TOOLS, and then SCANDISK. In Windows 8, access the CHARMS menu, click SEARCH, click SETTINGS, and type “Scandisk”. Then, click DEFRAGMENT AND OPTIMIZE YOUR DRIVES.

Beeping Noises During Startup
Beeping sounds usually mean there is a problem with the computer’s hardware, such as the video card or memory. Turn the computer off and restart it. If that doesn’t help, call your Help Desk or contact a computer repair company.

Windows PC Software Troubleshooting

Program Locks Up
When a program locks up while you were in the middle of work, test to see if the keyboard is still responding by pressing the CAPS LOCK key. Try typing CTRL + Z to undo whatever you just did or press the ESC key.
If necessary, restart the computer by typing CRTL + ALT + DEL. This will bring up the Windows Task Manager. You can then check the status of the running applications. If any of the programs have a status of Not Responding, click that program, and then click the END TASK button. The bad news is that whatever you were doing on the program since the last time you saved will be lost. If necessary, restart the computer by typing CTRL + ALT + DEL to bring up Windows Task Manager. Then click SHUT DOWN from the menu, and then click RESTART.
If nothing else works, press the START button on your computer and hold it for ten seconds to restart the system.

Computer Starts in Windows Safe Mode
Windows Safe Mode is a limited version of Windows that loads when your computer is having trouble. Windows is smart enough to know when there’s a problem and will automatically run Safe Mode, or give you the option to load Safe Mode, when your start the system.
In some cases, you may want to force the computer to load into Safe Mode. You can do this by holding down the F8 key on the keyboard just before Windows would normally start loading. You’ll see the Windows Startup Menu and you can select Safe Mode from the list of options. You can tell you are in Safe Mode because the screen resolution will be a standard 640 × 480 resolution with 16 colors and you’ll see the words “Safe Mode” on the screen.
In Windows Safe Mode, the system loads with a minimum set of device drivers so the PC can function at a basic level. You won’t be able to print or use the Internet, but you can still do some troubleshooting. For example, if you installed new software that caused a problem, you could load Windows in Safe Mode in order to uninstall the program.

Not Enough Virtual Memory Message
If your computer has been on for a while and you have used several different programs, you may need to restart your system. If you repeatedly get a message that there is not enough virtual memory, you may need to have additional memory installed in your computer.
As stated earlier in this guide, virtual memory is actually hard drive space that is used as system memory when your computer runs out of RAM. In Windows 7, you can adjust the amount of hard drive space that is used for virtual memory by clicking the START button, CONTROL PANEL, SYSTEM AND SECURITY, SYSTEM, and ADVANCED SYSTEM SETTINGS. Click the SETTINGS button. On the Performance Options box, click the ADVANCED tab. In the Virtual Memory section, click the CHANGE button. You can click the drive you want to use for virtual memory and the amount of space you want to use for this purpose. When you are finished, click the SET button, then click OK. Click OK again on the Performance Options box, followed by OK on the System Properties box.
In Windows 8, access the CHARMS menu, click SEARCH, SETTINGS, and start typing “System”. Then, click the SYSTEM icon, and ADVANCED SYSTEM SETTINGS.

Fatal Exception Error
If you are running a program and suddenly a blue screen appears with the message “Fatal Exception Error,” the only way to respond is to restart your computer. Any changes made since your last save will be lost. Fatal exception errors can occur when you are working on a file from a removable storage device such as a flash disk, and you remove it before the system has finished reading from it. Sometimes a particular program will cause fatal exception errors on a regular basis. You might also get fatal exception errors after installing a new program or a new device. If this happens, use Windows Safe Mode to uninstall the program. Check the software or hardware vendor’s website for the correct software or drivers for your operating system. If you install incompatible software or hardware drivers, it could be the cause of fatal exception errors.

Missing Program Error Message
If you normally start a program from a shortcut icon on the desktop and suddenly one day get a Missing Program error message, this usually means that the program has been deleted or moved or become corrupted.
If you moved the program, delete the old shortcut on your desktop and create a new one. The program may have been accidentally deleted. Search your computer for the missing program by clicking the START button, then clicking SEARCH. (In Windows 8, access the CHARMS menu and click SEARCH.) If you find the program, try running the program from its new location. If the program appears to be missing, you may have to reinstall the program.

Using System Restore (Windows 7)
System Restore allows you to take your computer back in time to a point where you know it was working okay. To use this feature, you must first enable it by scheduling restore points. To access System Restore, click START, ALL PROGRAMS, ACCESSORIES, SYSTEM TOOLS, and SYSTEM RESTORE. Choose CREATE A RESTORE POINT, and then click NEXT. Name the Restore Point, then click the CREATE button. When the process is finished, click CLOSE.
To restore the system back to your restore point, start System Restore, and then choose RESTORE MY COMPUTER TO AN EARLIER TIME. Click the NEXT button, and then pick the date of your restore point. Click NEXT, and then click NEXT again. Click the OK button. You can set System Restore to automatically create Restore points at various times each week.
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Apple Macintosh Troubleshooting
Apple Macintosh systems can also experience problems ranging from system startup issues to software issues. Make sure you consult your owner’s manual before you open your computer and attempt any repairs yourself.

System Does Not Start
If your Macintosh won’t start when you turn on the power, first check the power cord at both ends. Make sure it is securely connected to the back of the Mac and to the wall outlet or power strip. If the computer is connected to a power strip, make sure the power strip is connected to the wall outlet and turned on. Check to make sure the power strip hasn’t blown a fuse. You can check this by bypassing the power strip and plugging your Mac’s power cord directly into a wall outlet.
Check the other cables and connections, such as the keyboard and mouse cables, and any network cables. Check all the cables carefully for bent pins. Sometimes a bent pin will cause the system to short electrically and the system won’t power on to protect itself.
Also check the screen brightness and make sure the brightness and contrast are not turned down low.

System Starts and Freezes
If your Mac starts up and then freezes, try restarting the system. Unplug all peripheral devices except for the mouse and keyboard. For example, unplug any printer, network cables, scanners, or other USB devices. Then try restarting the system again. If it starts, you can troubleshoot which peripheral device is having problems by reconnecting them one by one and restarting each time.
Sometimes programs add plug-ins to the system. These plug-ins are called extensions in the Macintosh world. To see if a software extension is causing the problem, restart the computer while holding the SHIFT key down. This turns the extensions off. If the computer restarts, then remove all the extensions and add them back one by one. Restart the Mac after each addition. You can manage your extensions using Extensions Manager.

System Starts with Sad Mac
If the system starts with a sad Mac icon, restart the system using the Mac OS operating system disk and reinstall the system. Then run a hard disk drive checking tool such as Disk First Aid, MacCheck, or Norton’s Disk Doctor.

Applications Unexpectedly Quit
If you have an application that quits functioning, close all your applications and restart the computer. If the program continues to quit periodically, try reinstalling the program. Check online and make sure the program is compatible with the system software you are using. Check the stats for the amount of memory needed to run the application.

Application Busy or Missing
If you try to open a data file and get the message “Application Busy” or “Application Missing,” you should locate the application and start it first, then try opening the file. If the application won’t open, try reinstalling it. If there are two copies of the application, delete one.

System Locks Up
If you are in the middle of doing something and the system locks up, type COMMAND - OPTION + CONTROL + ESCAPE and then select YES to force quit. Save all documents, quit all applications, and then restart the Mac.
To prevent system crashes, add more memory to the system, check for duplicate system folders, or duplicate applications.
You should also use Extension Manager to look for any extension conflicts. If necessary, use the installing disks to install a clean version of the operating system and any applications.

Time and Date Incorrect
If the time and date are incorrect, and you make changes but the changes won’t stick, you may need to reset the PRAM (Parameter Random Access Memory) or rebuild the desktop. Control Panel settings that won’t stick can also be a signal that the system board is going bad.
Control Panel settings are stored in PRAM. To reset the PRAM, turn off the system completely and then turn it back on. As the system is powered on, hold the COMMAND + OPTION + P + R keys until the system makes two chimes.
To rebuild the desktop, restart the system while holding the COMMAND + OPTION + SHIFT keys until a message appears. Then click OK.

Hard Drive Problems
If your hard drive makes a funny sound or if you have trouble reading or saving files from your hard drive, restart your Macintosh and run the Disk Utilities program. If you can’t access the hard drive, try to reinstall the Macintosh operating system from the installation disk.
Also try resetting the PRAM and rebuilding the desktop. To reset the PRAM, as the system is powered on, hold the COMMAND + OPTION + P + R keys until the system makes two chimes. To rebuild the desktop, restart the system while holding the COMMAND + OPTION + SHIFT keys until a message appears. Then click OK.

Monitor, Printer, Keyboard, and Mouse Problems
To troubleshoot monitor, printer, keyboard, or mouse problems on the Macintosh, follow the same procedures outlined earlier for troubleshooting problems with a Windows PC.

CD Won’t Eject
If you have a CD or DVD that is stuck inside the Macintosh, press the SHIFT + COMMAND + I key. Then restart the computer. While restarting, press the mouse button. If this doesn’t work, try inserting a paper clip in the small hole in the front of the CD/DVD-ROM drive.