Dell Latitude Xpi CD - Manual (Page 23)

Initial Procedures 2-1
Chapter 2
Initial Procedures
T
his chapter describes initial procedures that can help you diagnose a com-
puter problem. These procedures can often reveal the source of a problem or
indicate the correct starting point for troubleshooting the computer. Dell recom-
mends that you perform these procedures in the order they are presented in this
manual.
I
nitial User Contact
When you first contact a user who has a computer problem, ask the user to
describe the problem and the conditions under which it occurs. A verbal
description can often indicate the cause of a problem or indicate the appropriate
troubleshooting procedure to use. After the user describes the problem, follow
these steps:
1. Ask the user to back up any data on the hard-disk drive if the system’s
condition permits.
See “Maintaining Your Computer” in the online System User’s Guide.
2. Ask the user to try to duplicate the problem by repeating the operations
he or she was performing at the time the problem occurred.
Can the user duplicate the problem?
Yes. Proceed to step 3.
No. Proceed to the next section, “Visual Inspection.”
3. Observe the user to determine whether he or she is making an error,
such as typing an incorrect key combination or entering a command
incorrectly.
Is the problem a result of user error?
Yes. Instruct the user in the proper procedure, or direct him or her to the
appropriate user documentation for a description of the correct procedure.
No. Proceed to the next section, “Visual Inspection.”
V
isual Inspection
The visual inspection consists of a quick inspection of the exterior of the
computer and any attached peripherals, including making any necessary correc-
tions. For information about the proper removal and installation of computer