5.0 Hardware and Network Troubleshooting (5.4-5.7)

Troubleshoot video, projector, and

display issues [Incorrect data source]

• Verify the correct data source is chosen (HDMI, DVI, VGA, etc)

Troubleshoot video, projector, and

display issues [Physical cabling issues]

• Make sure none of the colors are missing

• Make sure the cable is plugged in all the way into the wall and to the device

Troubleshoot video, projector, and

display issues [Burned-out bulb]

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Troubleshoot video, projector, and

display issues [Fuzzy image]

• Check the OS refresh rate and resolution settings

• Need to match the display specifications of the monitor

• Check and/or replace cable

• If the video adapter supports hardware acceleration, try disabling it

• Make sure the resolution is set to native resolution or one with the same ratio

Troubleshoot video, projector, and

display issues [Display burn-in]

• When an image is left unchanged on a monitor so long that it gets burnt into the screen even when the image changes

• On LCDs this is called image sticking and can be fixed by displaying a white screen for an extended period of time

Troubleshoot video, projector, and

display issues [Dead pixels]

• Always black pixels

• No a problem on your side, a manufacturing defect

• Clean the monitor

• If dead pixels need replaced, the whole monitor must be replaced

Troubleshoot video, projector, and

display issues [Flashing screen]

• Check cable connections

• Make sure the display settings in the OS match the configs needed by the monitor

• If the issue persists, time to get a new monitor

Troubleshoot video, projector, and

display issues [No image after windows loads]

• Use VGA mode, press f8 when Windows is loading to select this

Troubleshoot video, projector, and

display issues [Incorrect color display]

• Look at monitor settings to see if the tint or custom color presets have been changed

• Try a factory reset on those settings

• Check the driver configs to make sure no color tint settings have been changed

• Verify that the OS is not in “night mode” or similar

Troubleshoot video, projector, and

display issues [Audio issues]

• Check the monitor audio settings if applicable

• Try using different input sources for the audio such as HDMI, displayport, or thunderbolt

• Check for audio jacks on the monitor

Troubleshoot video, projector, and

display issues [Dim image]

• Check the brightness and contrast controls on the monitor

• Check the OS for auto-dimming

• Check driver settings

• It could also be a bad backlight

Troubleshoot video, projector, and

display issues [Intermittent projector shutdown]

• Let the bulbs for the lamp cool down before touching them

• Make sure the cooling vents on the projector are blowing air through the entire system

• Remove blockages and clean dust from air filters (if applicable)

Troubleshoot common issues with mobile

devices [Poor battery health]

• If a phone is going to be out of reception for an extended time, enable airplane mode to prevent it from constantly searching for a network

• Can also disable 802.11 wireless, bluetooth, and GPS

• Check application battery usage

Troubleshoot common issues with mobile

devices [Swollen battery]

• Replace the battery immediately

• Recycle the battery appropriately

Troubleshoot common issues with mobile

devices [Broken screen]

• Make a back up if you can

• Replace the screen (careful of sharp glass)

Troubleshoot common issues with mobile

devices [Improper charging]

• Check for things/debris in charging port

• Check the cable to make sure it works (use another device)

• Verify with a multimeter that power from the wall and from the charger is enough

Troubleshoot common issues with mobile

devices [Poor/no connectivity]

• Cellular connections have a harder time getting indoors

• Wi-Fi networks have a limited range

• Interference can limit throughput, try changing frequencies on your access point to see if that fixes throughput

Troubleshoot common issues with mobile

devices [Liquid damage]

• Power down the phone and do not charge it or turn it back on

• Remove all the pieces you can

• Place into silica gel packs to remove water quickly

• Leave device alone for a minimum of a full day before attempting to press any buttons or turn it on

Troubleshoot common issues with mobile

devices [Overheating]

• Check app usage for CPU usage

• Keep devices out of direct sunlight

Troubleshoot common issues with mobile

devices [Digitizer issues]

• Try doing a soft reset (a full power down of the device)

• Or a hard reset (hold power button and home/volume button down for 10 seconds on apple or android devices)

  • On android you can also remove the battery and place it back in

Troubleshoot common issues with mobile

devices [Physically damaged ports]

• If the port is damaged, you will need to replace the entire system board

• Make sure to be gentle when plugging things into the ports to prevent this

Troubleshoot common issues with mobile

devices [Malware]

• Check for unusual apps, large data transfers, pop up messages, high CPU usage, overheating, or excessive battery use

• If nothing obvious, try using a security app or scanner

Troubleshoot common issues with mobile

devices [Cursor drift/touch calibration]

• Use the system touch calibration app to re-calibrate the device

Troubleshoot and resolve printer issues [General steps to test printer]

• Print a test page (windows print a test page button)

• Use diagnostic tools such as web-based utilities, vendor specific and generic tools

Troubleshoot and resolve printer issues [Lines down the printed pages]

• Clean or replace the print heads if it is an inkjet printer

• Check for scratches or bumps on the photosensitive drum if it is a laser printer

Troubleshoot and resolve printer issues [Garbled print]

• Could happen because the wrong printer driver is being used, or you’ve specified the wrong printer model in the configs.

• Verify printer functionality by printing a test page from the printer itself

• Then check the application you are using to print, verify configurations on the printer app

Troubleshoot and resolve printer issues [Toner not fusing to paper]

• Replace the fuser assembly, it is not heating up or working properly

• Remove hooks holding fuser in, slide it out, place a new one in, and reattach the hooks.

Troubleshoot and resolve printer issues [Paper jams]

• Do not rip paper when removing it

• Check the tray and the pickup rollers to make sure paper is not feeding multiple pages at once

• If the paper is creased, check for things along the paper path and check the paper weight to make sure it is the correct one for the printer

Troubleshoot and resolve printer issues [Faded print]

• Check if it is low on toner (laser) or ink (inkjet).

Troubleshoot and resolve printer issues [Paper not feeding]

• Make sure paper is properly loaded into tray (and not overloaded)

• Check/clean the paper feed rollers

• Check for obstructions within printer path

• Make sure paper size and type is correctly configured on printer

Troubleshoot and resolve printer issues [Multiple prints pending in queue]

• Check for corrupted print jobs

• If the print spooler sees multiple failure on a print job, it will eventually crash

• These problems are logged in the Windows event viewer and are tagged with “Windows-PrintService”

• You can try deleting the print job to see if that fixes it

Troubleshoot and resolve printer issues [Double/echo images on the print]

• For a laser printer, you may have an issue with the cleaning process on the drum.

Troubleshoot and resolve printer issues [Incorrect color settings]

• Calibrate the monitor using third-party tools

• Make sure the paper is a bright white

• Calibrate the proper amount of ink or toner

Troubleshoot and resolve printer issues [Grinding noise]

• It could be a paper jam, or a carriage is not able to move back and forth

• Check the documentation of the printer to see what steps should be taken to resolve these issues

• Make sure ink cartridges are securely fastened

Troubleshoot and resolve printer issues [Finishing issues]

• Staple jams - check docs for proper steps

• Hole punch - verify with the print driver to see if there are the right settings and that the driver does not need any updates

Troubleshoot and resolve printer issues [Incorrect page orientation]

• Check the settings in the print driver

• Check the version of the print driver to ensure no updates are needed

• Check what the default settings on the printer are set to

Troubleshoot problems with wired and wireless

networks [No network connectivity]

• Do you have a link light (desktop/ethernet), flashing means data is being transferred.

• Ping loopback (127.0.0.1)

• Ping local IP address

• Ping default gateway to see if you are connected to local network

• Ping outer networks (8.8.8.8)

Troubleshoot problems with wired and wireless

networks [Intermittent wireless

connectivity]

• Check for interference

  • another access point or devices using the same frequencies

• Check signal strength

  • Transmitting signal, antennas, etc

• Check frequencies configured on access point

• Bounce and latency (try moving the device closer to the access point or vice versa to see if that fixes it)

Troubleshoot problems with wired and wireless

networks [Slow network speeds]

• Check the signal to noise ratio (SNR) for noise on the network

• If there is a lot of noise, try changing the frequency your network communicates on

Troubleshoot problems with wired and wireless

networks [Limited connectivity]

• Check the local IP address. Make sure it is not an APIPA (Automatic Private IP Address) address

• Perform ping tests local → public

Troubleshoot problems with wired and wireless

networks [Jitter]

• Defined as the time between frames on network

Troubleshoot problems with wired and wireless

networks [Poor Voice over Internet

Protocol (VoIP) quality]

• Check the internet connection

• Verify the local network equipment is able to communicate fast enough

• View the network performance via a packet capture

Troubleshoot problems with wired and wireless

networks [Port flapping]

• Network interface goes up and down

• Verify the cable is able to support the network speeds

• Try moving the device to a new switch interface (if applicable)

• Replace bad hardware

Troubleshoot problems with wired and wireless

networks [High latency]

• Examine the response times at every step of the way

• Use a packet capture for detailed analysis

Troubleshoot problems with wired and wireless

networks [External interference]

• Can come from things like other tenants in the same building or other devices like IoT or microwave ovens.

• Use SNR to see how much noise you have on your network