5.1 - Troubleshooting Hardware

POST (Power On Self Test)

Test major system components before booting the OS. 

• Main systems (CPU, CMOS, etc.), video, memory. 

Failures are usually noted with beeps and/or codes. 

• BIOS versions can differ, check your documentation. 

Don’t bother memorizing the beep codes. 

• They’re all different between manufacturers. 

• Know what to do when you hear them. 

POST and Boot

Black screen on boot.

• Listen for beeps. 

• Bad video, bad RAM, bad CPU, BIOS configuration issue. 

BIOS time and setting

• Maintained with the motherboard battery. 

• Replace the battery. 

Attempts to boot to incorrect device.

• Set boot order in BIOS configuration. 

• Confirm that the startup device has a valid OS. 

• Check for media in a startup device. 

Crash Screens

Windows Stop Error or BSOD.

Contains important information.

• Also written to event log.

Useful when tracking down problems.

• Sometimes more useful for manufacturer support.

Bluescreens and Spontaneous Shutdowns

Startup and Shutdown BSOD.

• Bad hardware, bad drivers, bad application.

Use Last Known Good, System Restore, or Rollback Driver.

• Try Safe Mode.

Reseat or remove the hardware - If possible.

Run hardware diagnostics.

• Provided by the manufacturer.

• BIOS may have hardware diagnostics.

Proprietary Crash Screens

Every application has their own notifications.

• Some are very informational.

• Some are quite bad.

The quality of information contained in a help desk ticket can vary.

• Get as many details as possible.

A detailed transcript of the error would be valuable.

• Screenshots are even better.

• Ask for the screenshot in the ticket instructions.

Blank Screen

Is the monitor connected?

• We wouldn’t ask if this wasn’t a common solution.

• Check both power and signal cable.

Input selection on monitor - HDMI, DVI, VGA, etc.

Image is dim - Check brightness controls.

Swap the monitor

• Try the monitor on another computer.

No video after Windows loads.

• Use VGA mode (F8)

No Power

No Power 

• No power at the source. 

• No power from the power supply

• Get out your multimeter. 

Fans spin - No power to other devices.

• Where is your fan power connected? 

• No POST - bad motherboard?

• Case fans have lower voltage requirements. 

• Check the power supply output. 

Sluggish Performance

Task Manager

• Check for high CPU utilization and I/O

Windows Update - Latest patches and driver.

Disk Space

• Check for available space and defrag.

Laptops may be using power-saving mode.

• Throttles the CPU.

Anti-virus and anti-malware.

• Scan for bad guys.

Overheating

Heat generation.

• CPUs, video adapters, memory.

Cooling Systems

• Fans and airflow, heat sinks, clean and clear.

Verify with monitoring software.

• Built into the BIOS.

• Try HWMonitor - http://www.cpuid.com/

Smoke and burning smell

Electrical problems.

• The smoke makes everything work.

Always disconnect power.

• There should never be a burned odor.

Locate bad components

• Even after the system has cooled down.

• Replace all damaged components.

Random shutdown

No warning, black screen

• May have some details in your event viewer.

Heat-related issue

• HIGH CPU or graphics, gaming.

• Check all fans and heat sinks.

• BIOS may show fan status and temperatures.

Failing hardware.

• Has anything changed?

• Check Device Manager, run diagnostics.

Could be anything.

• Eliminate what’s working.

Application crashes

Application stops working.

• May provide an error message.

• May just disappear.

Check the Event Log

• Often includes useful reconnaissance.

Check the Reliability Monitor.

• A history of application problems.

• Checks for resolutions.

Reinstall the application.

• Contact application support.

Unusual Noises

Computers should hum, not grind.

Rattling.

• Loose components

Scraping

• Hard drive issues

Clicking

• Fan problems

Pop

• Blown capacitor

Inaccurate System Date/Time

Bad motherboard battery.

• Often a “button” style battery.

A bad battery will require a BIOS configuration or date/time configuration on every boot.

On older systems, can reset BIOS configuration by removing the battery.

• Newer computers use a jumper.