Module 2: Troubleshooting Common Hardware Issues
Device Information Tools
Finding Device Information: collecting accurate information is the foundation of troubleshooting
Host Name: the unique name that identifies the computer on a network
Common issues: CPU - running programs that require a more powerful CPU, RAM - running multiple programs at once, Disk space - being unable to download something because storage is full
Operating System Version: important for software compatibility, security updates, and troubleshooting
IP Address (IPv4 and IPv6): numbers assigned to the device on a network to identify it. IPv4 is the older format with 4 sets of numbers separated by dots (192.168.1.1) however availability started to run out. IPv6 allows practically unlimited identities and are much longer (2001:db8:85a3::8a2e:370:7334)
MAC Address: MAC (Media Access Control) address is a permanent unique identifier assigned to a devices network adapter like a Wi-Fi card or Ethernet port. It is used to identify devices on a local network and can be helpful for tracking device activity on larger networks and used for network filtering like allowing or blocking devices
Windows Tools: Task Manager, System Information, Event Viewer, ipconfig
Task Manager: can help locate CPU name, amount of installed memory, real-time disk activity, and IPv4/IPv6
System Information: master list of everything installed and running on a Windows computer (host name, processor, installed RAM, disk space, IP addresses, MAC address, Windows version, etc). Helpful when a user needs help installing or upgrading their system
Event Viewer: keeps history of everything that’s happened on the system. You can check Application logs to see times and causes of crashes
ipconfig: displays network settings, IP addresses, subnet mask, default gateway, and more. Can help troubleshoot network issues by showing how the computer is connected to the network.
MacOS Tools Overview: About this Mac, Activity Monitor, System Settings, Console, ifconfig
About this Mac: offers a simple interface for viewing the Processor (CPU), Memory (RAM), Serial Number (used for warranty and support), and Operating System Version (MacOS version)
Activity Monitor: MacOS version of Task Manager, doesn’t show most of device information but does show total RAM
System Settings: main control panel for macOS. Users can adjust display options, user accounts, security settings, networking configuration, etc. also contains information like host name and IP and MAC Addresses
Console: built-in system log viewer like Windows Event Viewer. Finder → Applications → Utilities → Console. Also has Streaming which shows live messages as they happen
ifconfig: command that displays detailed information about a device’s network interfaces. Shows current IP addresses, MAC addresses and status of each network adapter. inet shows IPv4, inet6 shows IPv6, ether shows MAC addresses
Ports and Cables
Legacy Ports: typically found in older computers and have mostly been replaced by newer technologies such as USB
Serial: used to connect various peripherals such as printers, scanners, and modems. today, sometimes used for making console connections to network devices to perform initial configuration. 2 Form Factors: 9-pin DB-9 and a 25-pin power
Parallel: have a 25-pin receptacle used to connect various peripheral devices. Send data in multiple bits at once in parallel communication. Often called Printer ports.
Game: 15-pin game port was used as a connector for joystick input. Originally located on a dedicated game controller expansion card and later integrated with sound cards and on motherboards
PS/2: 6-pin DIN connector used for connecting a keyboard and mouse
Audio ports: connect audio devices to the computer. Typically include a line in port to connect to an external source (e.g stereo system), a microphone port, and line out ports to connect speakers of headphones
Video Ports and Connectors: connects a monitor cable to a computer. transfer analog signals, digital signals, or both
VGA: Video Graphics Array is an analog port and is the oldest graphics port likely still used on some PCs. Colored blue and accept a 15-pin connector arranged in 3 rows
DVI: Digital Visual Interface transmits uncompressed digital video, developed for LCD monitors and TVs. DVI-A (analog) supports analog only while DVI-D (digital) supports digital only, and DVI-I (integrated) supports both. Two forms of DVI connections: single link that use a single Transition Minimized Differential Signaling (TMDS) transmitter, and dual link connections that use two TMDS transmitters to provide higher resolutions. Usually white and consists of as many as 24 pins in 3 rows for digital , and up to 4 pins for analog
HDMI: High Definition Multimedia Interface was developed for high definition TVs. carries same video information as DVI but is also capable of providing digital audio and control signals. 19 pin connector. capable of changing the refresh rate of a monitor to match the rate of the source device output. Majority of HDMI connectors in use today are Type A, Type C (mini), and Type D (micro)
Display Port: newer tech designed to replace DVI and VGA for connecting computer monitors. 20 pin connector. can handle up to 80 Gbps and can connect multiple monitors the the same video source with a single cable.
Thunderbolt 3 (USB-C): newest USB interface, smaller than type A. Multi purpose cable that can be used to attach different kinds of peripheral devices to a PC.
USB Cables and Connectors: USB protocol has evolved over the years
USB Type-A: rectangular connector found on virtually every PC and laptop, as well as TVs, game consoles, and media players.
USB Type-B: commonly used to connect printer and external hard drives. square shape which beveled exterior corners
USB Type-C: see above
Micro-USB: found on smartphones, tablets, and other devices. Except Apple, most manufacturers have adopted the Micro-USB interface
Power Cables: various types to meet specific power requirements of different devices.
C13 to NEMA 5-15P: most common type used with desktop computers
C19 to NEMA 5-15P: sometimes used for high powered equipment such as servers or large workstations
Barrel connector: round and fits into a matching port on the laptop. Each laptop required diff power so using the right power brick (adapter) is important
USB C: many newer laptops use this instead of barrel connector. Can handle both power and data
MagSafe: some Apple laptops use this charger, connects magnetically to the laptop
Lightning Cable: Apple devices like iPhones and iPads use this, only Apple compatible
Micro USB: older android phones use this
Adapters and Converters: an adapter physically connects one technology to another, while a converter does the same but also translates the signals from one technology to the other
DVI → VGA adapter: connect VGA cable to DVI port
USB → Ethernet converter
USB → PS/2 adapter: USB keyboard or mouse to a PS/2 port
DVI → HDMI adapter: HDMI cable to DVI port
HDMI → VGA converter: VGA signals to HDMI signals
Hardware Issues
Troubleshooting application Compatibility: ensure computer meets minimum hardware requirements for application. Issues may occur because of Processor architecture, RAM, GPU, or Disk Space
Processor Architecture: a 32-bit processor is limited to using only up to 4GB of RAM no matter how much is physically installed while a 64-bit processor can handle far more
RAM: if a computer does not have enough RAM, applications will take long to open, freeze, or crash
GPU: a weak GPU may cause videos to lag and graphical glitches to occur
Disk Space: if the drive is full, it may be impossible to install new software, save files, or update applications