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- Herausgeber: John Wiley & Sons
- Kategorie: Wissenschaft und neue Technologien
- Sprache: Englisch
- Veröffentlichungsjahr: 2021
Show your PC who's boss
Nothing's more annoying than a tech malfunction, especially when it’s your PC—with the exception of perhaps wading through reams of random, unreliable theories online looking for a solution, or paying an expensive tech geek to show up to perform a five-minute fix. The latest edition of Troubleshooting & Maintaining Your PC All-in-One For Dummies puts all this frustration behind you and gets you straight to work solving the problem yourself!
In his straightforward, friendly style, Dan Gookin—bestselling tech author and all-round Mr. Fixit—packs everything you need to know into 5-books-in-1, giving you the knowledge and process to hit on the right solution, fast. From identifying common problems to methodically narrowing down to the correct fix, you’ll save hours of frustrating research—and experience the sweet, righteous satisfaction of having achieved it all yourself.
- Pick up quick fixes
- Understand and reconnect networks
- Restore memory
- Boost your PC's performance
Every problem has a solution and PCs are no different: get this book and you'll never catch yourself shouting at your monitor or frustrated with the motherboard again—well, maybe not quite so often.
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Troubleshooting & Maintaining PCs All-in-One For Dummies®, 4th Edition
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Copyright © 2021 by John Wiley & Sons, Inc., Hoboken, New Jersey
Published simultaneously in Canada
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Library of Congress Control Number: 2021930116
ISBN: 978-1-119-74030-8; 978-1-119-74031-5 (ebk); 978-1-119-74032-2 (ebk)
Troubleshooting & Maintaining PCs All-in-One For Dummies®
To view this book's Cheat Sheet, simply go to www.dummies.com and search for “Troubleshooting & Maintaining PCs All-in-One For Dummies Cheat Sheet” in the Search box.
List of Tables
Book 2 Chapter 2
TABLE 2-1 File Systems and Formats
Book 2 Chapter 6
TABLE 6-1 PC Sound Jack Color Codes
Book 3 Chapter 1
TABLE 1-1: Command Prompt Commands
Book 3 Chapter 4
TABLE 4-1: SFC Command Options
Book 3 Chapter 7
TABLE 7-1: Registry Hives
Book 3 Chapter 8
TABLE 8-1: Event Categories
TABLE 8-2: Event Types
Book 5 Chapter 3
TABLE 3-1: Services You Can Disable
List of Illustrations
Book 1 Chapter 1
FIGURE 1-1: A typical UAC warning.
Book 1 Chapter 2
FIGURE 2-1: Locating your Account icon.
FIGURE 2-2: Repairing a program.
FIGURE 2-3: The Padlock icon.
Book 2 Chapter 2
FIGURE 2-1: Storage devices in Windows 10.
FIGURE 2-2: The AutoPlay notification and options.
FIGURE 2-3: AutoPlay control in the Settings app.
FIGURE 2-4: Properly ejecting a storage device.
FIGURE 2-5: Using the Settings app to remove storage.
FIGURE 2-6: The Disk Management console.
FIGURE 2-7: Media maintenance options.
FIGURE 2-8: A stadium parking lot.
FIGURE 2-9: Drive fragmentation info.
FIGURE 2-10: It’s not impressive, but it’s useful.
FIGURE 2-11: The Format dialog box.
FIGURE 2-12: Reassigning a drive letter.
FIGURE 2-13: Physical drives and partitions.
FIGURE 2-14: Shrinking a volume.
FIGURE 2-15: The before-and-after effects of drive-shrinking.
Book 2 Chapter 3
FIGURE 3-1: The PC graphics system.
FIGURE 3-2: Common display adapter connectors.
FIGURE 3-3: Display adapter information.
FIGURE 3-4: Measuring a monitor.
FIGURE 3-5: A typical monitor menu.
FIGURE 3-6: Adjusting the second monitor.
FIGURE 3-7: Screen saver settings.
FIGURE 3-8: Monitor power options.
FIGURE 3-9: Setting monitor resolution.
FIGURE 3-10: Controlling the display adapter’s driver.
Book 2 Chapter 4
FIGURE 4-1: A typical PC’s guts.
FIGURE 4-2: A typical motherboard.
FIGURE 4-3: The System window.
FIGURE 4-4: Memory module allocation.
FIGURE 4-5: Memory slot clips.
FIGURE 4-6: A typical internal hard drive.
FIGURE 4-7: Power management settings.
FIGURE 4-8: The Power Options dialog box.
FIGURE 4-9: Power management for the network adapter.
Book 2 Chapter 5
FIGURE 5-1: Printers available to a Windows 10 PC.
FIGURE 5-2: A printer app.
FIGURE 5-3: Windows printer control.
FIGURE 5-4: A typical Page Setup dialog box.
FIGURE 5-5: Paper orientation for a printer.
Book 2 Chapter 6
FIGURE 6-1: The Device Manager.
FIGURE 6-2: The pantheon of USB ports and connections.
FIGURE 6-3: Testing the PC’s volume.
FIGURE 6-4: The Volume Mixer.
FIGURE 6-5: Mouse pointer options.
FIGURE 6-6: Mouse pointer choices.
FIGURE 6-7: Keyboard repeat and delay settings.
Book 2 Chapter 7
FIGURE 7-1: File associations in Windows.
FIGURE 7-2: An unknown file type is encountered.
FIGURE 7-3: The Paint program’s MRU list in the Registry.
Book 2 Chapter 8
FIGURE 8-1: A typical network.
FIGURE 8-2: Connectors on a typical gateway.
FIGURE 8-3: Available Wi-Fi networks.
FIGURE 8-4: Checking the network security level.
FIGURE 8-5: The Network window.
FIGURE 8-6: An Internet connection’s taskbar notifications.
FIGURE 8-7: The current network status.
FIGURE 8-8: Confirming network sharing options.
Book 2 Chapter 9
FIGURE 9-1: Power options.
FIGURE 9-2: The Startup and Recovery dialog box.
Book 3 Chapter 1
FIGURE 1-1: Windows Recovery Environment options.
FIGURE 1-2: The Disk Management console.
FIGURE 1-3: A typical boot menu.
FIGURE 1-4: The Windows Recovery Environment.
FIGURE 1-5: Advanced options in the Windows Recovery Environment utility.
FIGURE 1-6: Startup settings.
Book 3 Chapter 2
FIGURE 2-1: The Device Manager.
FIGURE 2-2: Hardware gizmos listed in the Settings app.
FIGURE 2-3: Devices and Printers, but no troubleshooting.
FIGURE 2-4: Driver control for an Ethernet network adapter.
Book 3 Chapter 3
FIGURE 3-1: The System Configuration utility.
FIGURE 3-2: MSCONFIG’s Boot tab.
FIGURE 3-3: The Services tab.
FIGURE 3-4: Details about the current Windows version.
FIGURE 3-5: The Computer Management console.
FIGURE 3-6: The System window.
Book 3 Chapter 4
FIGURE 4-1: Startup options in MSCONFIG.
FIGURE 4-2: Safe mode (safe boot).
FIGURE 4-3: Safe mode options.
Book 3 Chapter 5
FIGURE 5-1: System Restore controls.
FIGURE 5-2: Choose a restore point.
FIGURE 5-3: The System Restore undo option.
FIGURE 5-4: The Task Scheduler.
Book 3 Chapter 6
FIGURE 6-1: Windows version 3.1 Task List.
FIGURE 6-2: The Windows 10 Task Manager.
FIGURE 6-3: How a program relates to a process.
FIGURE 6-4: The Services console.
FIGURE 6-5: Startup programs.
Book 3 Chapter 7
FIGURE 7-1: Registry Editor.
Book 3 Chapter 8
FIGURE 8-1: The Event Viewer.
FIGURE 8-2: The System Information window.
FIGURE 8-3: The DirectX Diagnostic Tool.
FIGURE 8-4: The Windows Memory Diagnostic tool in action.
FIGURE 8-5: The memory diagnostic ran successfully.
Book 4 Chapter 1
FIGURE 1-1: Checking app permissions.
FIGURE 1-2: Microphone permissions.
Book 4 Chapter 2
FIGURE 2-1: Windows Update in the Settings app.
FIGURE 2-2: Windows Update history.
FIGURE 2-3: Checking for Microsoft 365 updates.
Book 4 Chapter 3
FIGURE 3-1: The Windows Security Center window.
FIGURE 3-2: Windows Firewall.
FIGURE 3-3: A firewall warning.
FIGURE 3-4: Firewall rules.
Book 4 Chapter 4
FIGURE 4-1: The Backup Options screen.
FIGURE 4-2: Previous versions of a file.
FIGURE 4-3: Browsing for files and folders to recover.
Book 5 Chapter 1
FIGURE 1-1: The Performance Monitor.
FIGURE 1-2: The Task Manager’s Performance tab.
FIGURE 1-3: The Resource Monitor.
Book 5 Chapter 2
FIGURE 2-1: The PC’s storage overview.
FIGURE 2-2: Storage details for Drive C.
FIGURE 2-3: Locating large files.
FIGURE 2-4: The Disk Cleanup dialog box.
FIGURE 2-5: Large programs, sorted by size.
Book 5 Chapter 3
FIGURE 3-1: ReadyBoost is ready to boost.
FIGURE 3-2: Set the number of processors here.
Guide
Cover
Title Page
Copyright
Table of Contents
Begin Reading
Index
About the Author
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Introduction
If trouble were predictable, it wouldn’t be a problem. That’s because the problem with trouble is that it’s unpredictable.
You hold in your hands a thrill-packed book that’s all about solving computer problems. The topic is troubleshooting. It needs to be covered in so many pages here because a computer hasn’t yet been invented that didn’t have trouble following it like a shadow on a sunny day.
The computing experience should be a pleasant one. And it can be — if you’re informed and able to deal with the troubles you encounter. This book helps you along that journey in an informative and entertaining way. Welcome to Troubleshooting & Maintaining Your PC All-in-One For Dummies.
About This Book
A byte of prevention is worth a gigabyte of cure.
This book’s philosophy is that troubleshooting is easier to do when you understand how the computer works. This philosophy is the opposite of what most computer users expect, which is to look up a specific condition and find a specific cure for it. This approach has two glitches.
The first downfall with the look-it-up approach is that you don’t learn anything. Because there’s a method behind PC madness, often, the same solution can be applied to multiple problems. After you understand why things go wrong, it’s not only easier to fix them — it’s also possible to prevent them in the first place.
The second difficulty with the specific-solution approach is that it would make this book obnoxiously huge. With millions upon millions of potential hardware and software configurations available in all the PCs in the world, it would take several fat books to document every problem and its solution. Such a book would need to be delivered by forklift.
My approach is simple: Look up the problem, learn a bit about what might have caused it, and then arrive at a solution. The notion is that when trouble arises again later, you have the experience to deal with it in a practical manner. Because most PC troubles have a common origin, this solution works.
Before moving on, please be aware that there’s a difference between trouble and an event that’s merely annoying. For example, if the text you print from an email message is tiny, it’s annoying, but it isn’t a bug. Though specific annoying problems might not be covered in this book, you still can find a solution here. This is the beauty behind my philosophical approach to troubleshooting. After all, using Windows shouldn’t be a frustrating experience.
How This Book Works
This book is composed of five minibooks, each of which addresses a computer troubleshooting topic. The minibooks are split into traditional chapters, all geared to a specific subject within the minibook topic. Then the chapters are split into sections consisting of paragraphs, words, letters, and — finally — tiny dots. So, if you understand tiny dots, you’ll understand this book.
To run the special troubleshooting tools and utilities, you take advantage of the Windows Start menu. Tap the Windows key to pop up this menu, and then start typing the name of a tool or utility. The text explains what to type. You then choose the matching utility from the search results list. This method is much faster than hunting for tools on the Start menu’s programs list.
Because this book approaches troubleshooting in a philosophical way, lots of material is cross-referenced. For example, startup issues are also related to disk disaster recovery. So, in both chapters, you’ll find references to the other chapter’s material.
This book covers all varieties of computers, from a traditional desktop to an all-in-one model, a laptop, a 2-in-1, or even a tablet. As long as the computer runs Windows 10, you’re good.
Speaking of Windows 10, this book is specific to that operating system. When this book refers to “Windows,” it means Windows 10.
Text that you type appears in bold. In the context of a step, where the text is normally bold anyway, the stuff you type appears in regular roman text.
Do not press the Enter key until you’re directed to do so. And even then, I recommend that you review what you type before you press Enter, just to ensure that you get everything typed properly.
Do not press a period at the end of any text you type, unless I explain that the period is needed. Unlike sentences in English, computer commands don’t end with a period.
Icons Used in This Book
I’d like to think that everything in this book is a tip, but for those special, worthy items, you’ll find this icon lurking nearby.
A reminder of something not to do, something to avoid, or something that can cause serious trouble is flagged by the Hazard icon.
This icon flags text that is important enough to remember or that reminds you of something you may have forgotten that bears repeating.
When the urge to blurt out something nerdy overwhelms me, I succumb and use this icon to supply a warning sign. You’re free not to read any technical text near this icon.
Beyond the Book
The publisher maintains a support page with updates or changes that have occurred since this book went to press. You’ll also find bonus content, in the form of an online Cheat Sheet, which isn’t really cheating and isn’t a sheet.
To peruse the online content, visit www.dummies.com and search for Troubleshooting & Maintaining Your PC All-in-One For Dummies — the whole thing! Click the matching search result to view specific information about this book.
You can also visit my own web page for more information or as a diversion, wambooli.com — with specific information about this book found at wambooli.com/help/troubleshooting.
I provide frequent updates and posts on that page, offering bonus information, supplements to this book, tips, tricks, trivia, and fun. And there’s only one little advertisement on the page and no pop-ups.
Where to Go from Here
Feel free to start reading this book in any minibook, chapter, or section. Everything is self-contained, so there isn’t really a reason to read one section before another. For those rare times when it helps to know information located elsewhere in the book, I provide a cross-reference. But it’s not necessary to read the book from front to back.
My email address is [email protected]. Yes, this is my real address. I reply to all email I receive, and you’ll get a quick reply if you keep your question short and specific to this book. Although I enjoy saying “Hi,” I cannot answer technical support questions or help you troubleshoot your computer. Thanks for understanding.
Please enjoy my book, and thank you for reading the Introduction.
Dan Gookin
Book 1
Solve My Problem Now!
Contents at a Glance
Chapter 1: Trouble Comes Hither
The Root of All PC Trouble
What’s Changed?
Hardware-versus-Software Problems
When to Give Up
Chapter 2: Quick Fixes
Things to Try First
Help!
Chapter 1
Trouble Comes Hither
IN THIS CHAPTER
Understanding PC problems
Examining software changes
Reviewing hardware issues
Adjusting PC settings
Determining the source
Tossing in the towel
It’s sudden, unexpected, and unwelcome. It’s PC trouble, and it sneaks up like the dawn. Unlike the sun, however, technology issues hardly warm up your day with welcome sunshine. No, the dread-and-foreboding that comes with computer woe is a splash of cold water, a pebble in your shoe, and a long-term visit from an unwelcome guest all rolled into one.
You can’t avoid computer woe, but you can prepare for its eventual arrival. You can also become familiar with the core cause of digital distress. The more you know about why things go wrong, the better you can prepare yourself for the inevitable.
The Root of All PC Trouble
The cause of nearly all PC trouble is rooted in one thing: change.
Computers foul up because something has changed. It could be something you did, such as modify a setting, uncover a software bug, run a malicious program, or experience any of several items that all qualify as “change.” Even time itself is an agent of change, in that PC hardware gets old, eventually wears out, and fails.
The goal isn’t to avoid change, but rather to be aware of its consequences. The process of troubleshooting becomes easier when you realize that something you just did, intentional or not, might have triggered a problem.
What’s Changed?
No, it’s not your fault that something changed. Computers are designed to be flexible. Rather than blame yourself when trouble arises, just recall what changed. When you do, you make it easier to troubleshoot and find the source of what’s going wrong.
For example, you install a new keyboard and the mouse doesn’t work. Perhaps you unplugged the mouse instead of the old keyboard? You update a graphics driver, but now all your computer games are reset to low resolution. The point is to be aware of what you’ve just done, to see how it relates to the current problem.
To help you discover what changed, or what might have caused recent issues, ask yourself, “What did I just do?” Specifically, did you recently or just now
Install new software?
Add new hardware?
Change a setting?
Think hard! That’s because you do a lot with your computer and sometimes you do several things at once. For example, a dialog box may feature multiple settings but only one OK button. All the settings are applied instantly with a mouse-click. Undoing the change requires that you recall which changes you just made.
Windows keeps track of all system activities, including those that cause woe. See Book 3, Chapter 8 for information on the Event Viewer, which lets you peruse system logs for signs of trouble.
Installing software
Software covers the gamut, from the PC’s operating system to programs you install. It also includes the software that controls specific pieces of hardware, which are referred to as drivers.
The best way to avoid issues caused by installing new software is to create a restore point. This way, should problems arise, you can uninstall the software and use the restore point to recover the system’s previous configuration.
The good news: Windows automatically creates a restore point whenever you install new software.
The bad news: Some older programs may not prompt Windows to create a restore point. And, when you modify settings, a restore point isn’t created.
Refer to Book 3,
Chapter 5
for details on System Restore. That chapter explains how to manually set a restore point and how to use the System Restore utility to recover from software installation boo-boos.
Adding or removing hardware
Major hardware changes most definitely affect a computer system. Further, keep in mind that when you attach or remove a USB device, you’re also adding and removing hardware. This process may trigger an issue that can occur right away or surface later, but the hardware change is probably the source.
Create a restore point before you make hardware changes. Unlike with software installation, you must manually create a restore point before installing new hardware. Refer to Book 3,
Chapter 5
.
The quick fix for bad hardware is to remove it. Sometimes, detaching the bum device fixes the problem, and sometimes not. If software (driver) was installed when you attached the hardware, the software must be uninstalled as well.
Ensure that you read the hardware installation directions (or flimsy pamphlet) before you install the device. The directions describe which to install first — the device or its special software. Sometimes, new hardware screws up because you omit that step.
If hardware is going to fail, it usually does so within 30 days of installation, which is why most hardware warranties are for 90 days or fewer. In my experience, hardware that fails generally does so within 72 hours.
A power supply (hardware) might fail when overloaded, which goes against the hardware-fails-quickly rule. See Book 2,
Chapter 4
for details on the power supply.
Unlike software errors, which are consistent, hardware problems can be intermittent. See the later section “
Hardware-versus-Software Problems
.”
Changing settings
If you’re like me, you might change settings so often that you forget you do it. The settings can be subtle, from accessing a new Wi-Fi network to changing the screen resolution. Anytime you change a setting, you alter the computer’s behavior, which can lead to something unusual or unexpected happening.
Most importantly, be on the lookout for User Account Control (UAC) warnings. Anytime you change a setting that can affect the entire system, you see such a warning, similar to the one shown in Figure 1-1.
As long as you’re making the change, click the Yes button to proceed. If you’re unaware of why the UAC warning appears, click No. And, if you have a standard-level user account, you must input an administrator password; a text box appears in the UAC warning (not shown in Figure 1-1).
FIGURE 1-1: A typical UAC warning.
Settings that affect the entire system feature the UAC Shield icon, shown in the margin. Choosing this type of setting prompts a UAC warning if your user account type is standard. Even then, administrator accounts get prompted with warnings as well. Regardless, the Shield icon serves as a reminder that the option you’re changing can alter the system’s behavior.
The point of the UAC is to pay attention! Changing settings can lead to PC trouble. For example, changing the text color to bright green and the text background color to bright green renders text unreadable. The solution is to undo the change.
A UAC warning appears whenever you change a system-wide setting. It’s your clue that proceeding might portend problems.
The best way to undo settings is to run System Restore, though a restore point may not be handy enough to affect the change. See Book 3,
Chapter 5
for details.
By the way, green-on-green text is a horrid problem that’s difficult to fix. You can select text to view it; selecting highlights the text and makes it readable. For a long-term solution, reboot into Safe mode to undo such a heinous text setting. See Book 3,
Chapter 4
for details on Safe mode.
Hardware-versus-Software Problems
Because a computer system is a combination of hardware and software, problems fall into one category or the other. Determining the specific source, however, is an art form. People who troubleshoot computers for a living follow three general rules to diagnose such errors:
If the issue is consistent, it’s probably software.
If the issue is inconsistent, it’s probably hardware.
If the issue is with the PC’s firmware — good luck!
You’re probably used to such ambiguity when it comes to technology, though these three axioms are worthy to follow.
Software
consists not only of the program you use, but also the operating system, control programs or drivers, and utilities. Software tells the hardware what to do. It’s the computer’s “brains.”
Hardware
is anything you can touch in a computer: the power supply, mass storage, keyboard, memory, and so on. By itself, hardware is dumb. It needs software to make the system useful.
Firmware
is software that’s encoded on a hardware chip. Firmware provides the smarts that gets the system started and controls specific hardware subsystems, including graphics, networking, power management, and other key parts of a computer.
Dealing with software issues
Software problems are predictable. If the Backup program won’t run as scheduled, it’s a consistent issue and the program itself (or the task scheduler) is to blame. If Word always crashes when you try to print, it’s a software issue not having anything to do with the printer.
Software issues with a program —
bugs
— are fixed by the software developer. You can check the developer’s web page for updates and support information, but you can’t resolve the problem on your own, other than to avoid the feature that doesn’t work.
Software drivers need updating from time to time, and even the update can be the problem. See Book 4, Chapter 2 for details.
Also refer to Book 2,
Chapter 7
for various software solutions.
Solving hardware issues
The most obvious sign that hardware is to blame occurs when the device doesn’t work. In that case, replace it. All hardware on a PC is component-replaceable, so if you need a new power supply, you buy a new one. You can even install it yourself, if you’re handy with a screwdriver and don’t mind risking death by opening the PC case.
For peripherals, you can troubleshoot by swapping out a suspect device with one that works. For example, if the keyboard is acting funky, attach another keyboard and see whether the problem persists. If not, the original keyboard is defective. Replace it.
The only time hardware swapping doesn’t work is with a laptop. Because the laptop’s hardware is integrated, you can’t readily swap out a keyboard or replace a power supply. That’s why I recommend a full warranty on a laptop, just in case the parts go bad.
Yes, you can replace any hardware on a PC, though at some point you must consider when to just buy a new computer. See the next section.
Even mass storage (a hard drive or SSD) can be replaced, though always ensure that you have a fresh backup handy and that you’ve created a system recovery disk.
Backup is covered in Book 4,
Chapter 4
.
Creating a system recovery disk is covered in Book 3,
Chapter 1
.
Addressing firmware issues
As with software, problems with the firmware must be addressed by the computer or motherboard manufacturer. Routinely, firmware updates are available. You should install them when prompted, just as I recommend installing updates for Windows, Microsoft Office, and other software on your PC.
Firmware is software encoded on chips and integrated into the computer’s motherboard. The chips are hard-wired, so you can’t readily replace them.
Because the firmware controls so many aspects of the PC’s basic hardware, a firmware bug would be near impossible to catch.
Some motherboard manufacturers sell diagnostic tools that let you check the firmware’s status. Even then, if the firmware is suspect, you must choose between replacing the entire motherboard and buying a new PC. Neither option is inexpensive.
Updating firmware is part of updating software, including Windows. A firmware update may address bugs and other issues. See Book 4,
Chapter 2
.
When to Give Up
He’s tried his best. He’s written poems. He’s showered her with gifts. The local florist beams whenever he walks in the door. Yet she refuses his overtures of affection. At some point, Stanley must give up and realize that Jessica Marie will never date him. Time to move on.
Yes, the same philosophy that applies to a teenage boy’s dating strategy also applies to technology troubleshooting.
On the upside, I believe that you’ll find your computer is far more attentive to your affections than your tenth grade crush. The computer wants to be liked. So, before you toss in the towel, consider some quick fixes, such as restarting the PC or using the System Restore utility.
If your tool chest of quick fixes doesn’t work, turn to the Internet to pose questions and search for solutions. You might not be the only one who’s ever had the same problem.
Computer repair places still exist in the real world. No, they’re not cheap, but often they’ll fix your problem faster and with less frustration than you’d experience working on your own.
And yes, this book offers plenty of suggestions and tips for fixing the most common PC problems, as well as advice on how to deal with just about any computer ailment.
Finally, at some point you must accept that you need a new computer. The typical PC has a life span of anywhere from four to six years — and more if you treat it well. After that time, however, and given the advances in technology, buying a new computer is a worthy investment.
Refer to
Chapter 2
for additional help on how to fix common PC problems.
Also see
Book 5
, which presents techniques for breathing new life into an older PC.
Chapter 2
Quick Fixes
IN THIS CHAPTER
Restarting the computer
Using a troubleshooting wizard
Fixing broken programs
Addressing Windows glitches
Finding support on the web
Checking online forums
Working with tech support
Playing safe with remote access
Everyone knows some quick fixes, and most folks are eager to share them. These are home remedies for everything from stopping the hiccups to cleaning grout in the shower. Such solutions also exist for solving technology issues. After all, not everything needs to be difficult. And though the expert advice and specifics that you can find throughout this book are valued, sometimes a good ol’ homespun trick fixes the problem.
Things to Try First
The very first thing you should do when something unexpected happens on your computer is to open both eyes and drop your mouth a bit. That’s right: Look surprised. After years of using a computer, I’ve mastered this expression.
Once you survive the initial shock, consider a few quick fixes. In fact, add the items in this section to your list of ready-cures to remedy any digital distress.
Checking the Settings app
For a quick look into issues Windows already knows about, open the Settings app: Press the Windows+I keyboard shortcut. If any issues are pending, such as a Windows update, a security issue, or a similar problem, you see a notification atop the app’s window. Choose the notification to take further action.
Restarting the PC
The old standby solution is to turn off the computer, wait a few seconds, and then turn it on again. This trick also applies to any technology, from cell phones to smart TVs to nuclear power plants.
A faster way to implement this solution is to sign out of Windows instead of restarting the PC. Signing out shuts down all running programs, which may solve the issue. Follow these steps in Windows 10:
If you’re able, close all open programs and windows.
The purpose of this step is to ensure that you have no lingering unsaved data. If you do, the sign-out (or shutdown) process is interrupted.
Tap the Windows key to summon the Start menu.
Click your Account icon on the left side of the menu.
Use Figure 2-1 as your guide. You may see an image, as shown in the figure, or a generic humanoid icon.
Choose Sign Out.
Windows signs you out.
If any stubborn programs remain open, click the Sign Out Anyway button.
It’s okay to force-close the stubborn programs because, after all, that’s the point of signing out or, if this process fails, restarting the PC.
Eventually, the Windows 10 splash screen appears.
Sign in to Windows.
After you sign in again, check to ensure that the problem is gone.
FIGURE 2-1: Locating your Account icon.
If the problem persists, you must restart the PC as the next possible solution: From the Start menu, click the Power icon (refer to Figure 2-1) and choose Restart. And, if the problem persists after that, you can try choosing Shut Down instead of Restart, but at that point the solution most likely involves more troubleshooting than just restarting the system.
The reason you wait a few seconds after turning off a computer (or any piece of technology) is to avoid a rapid off–on cycle. Turning the power off and then back on again immediately can damage the electronics.
The restart is also the most common solution to fix Internet issues: Restart the modem, the router (or gateway), or both. See Book 2,
Chapter 8
for details.
To restart a USB peripheral, unplug the USB cable and then reconnect it. For USB-powered peripherals, disconnect both the power supply and USB cable, and then reconnect them in any order.
Restarting a computer to fix a problem has become such a common metaphor that the technique frequently appears in media as a general solution to fix any problem. For example, “Turn off Congress and turn it on again.” This delightful development proves how worthy the simple trick can be.
Restarting a stubborn PC or laptop
If the computer doesn’t obey your directions to sign out, restart, or shut down, you must resort to more drastic measures. Though it’s emotionally satisfying to yank the device’s power cord from the wall, I recommend a more reasoned approach.
Follow these steps to turn off a stubborn computer, such as a laptop:
Press and hold the power button.
Keep holding the button until the device turns itself off.
You might have to wait several seconds. Be patient.
These steps are reliable; I’ve yet to encounter a gizmo that didn’t obey my forced-shutdown command. If so, you have a few choices.
If a desktop PC refuses to obey the press-and-hold technique, you can unplug the cord. Alternatively, you can use the secret power supply on–off switch, which is located behind most desktop-model PCs.
For a stubborn laptop, you can try evicting the battery from the case, though not every laptop features a removable battery. If your laptop lacks a removable battery, you can continue to press and hold the power button or set aside the laptop and wait for the battery to die.
You don’t need to press hard on the power button. The button isn’t touch-sensitive, so the electronics aren’t thinking, “Man! She’s pressing down hard. She must really want me to turn off now!”
Normally, the press-and-hold technique fixes the problem. If not, you may want to check for an update to the computer’s firmware. Specifically, you’re looking for any issues with the power supply management driver, also called an Advanced Power Management (APM) driver. See Book 4,
Chapter 2
for details on upgrading the firmware.
See Book 2,
Chapter 4
for more information on power management issues; PC shutdown snags are covered in Book 2,
Chapter 9
.
Running a troubleshooter
If Windows still has a pulse, you can get it to help you troubleshoot some common issues. And if Windows doesn’t have a pulse, you can keep reading the rest of this book, which covers specific pulse-less Windows issues.
The key to getting Windows to help you is to locate one of several troubleshooters. These are software tools that help you discover problems and find solutions.
To view the gamut of troubleshooters offered by Windows, obey these steps:
Tap the Windows key on the keyboard.
The Start menu pops up.
Type
troubleshoot
Choose the item labeled Troubleshoot Settings.
The Settings app opens, displaying the Troubleshoot topic.
Choose the item Additional Troubleshooters.
To proceed with troubleshooting, choose an item on the screen. For example, if your PC is having audio input issues, choose the item Playing Audio. Click the button Run the Troubleshooter and work through the steps presented in the troubleshooting wizard.
If a troubleshooter fails, see
Book 2
for information on troubleshooting specific hardware issues.
I confess that the troubleshooters are effective only a small number of times. The most successful one I’ve used is the Connect to the Internet troubleshooter, which can reset the network adapter and often resolve some local network connection issues.
Repairing a program
Some programs, such as the applications in the Microsoft Office suite, offer a self-repair utility. So, whenever you have issues specific to a program, you can follow these steps to see whether the program has self-repair capabilities:
Press Windows+I to bring up the Settings app.
Choose the Apps tile.
Select the app you want to repair.
Scroll through the list, and then click on an app to select it.
After clicking on the app, you see the Uninstall button. If you’re fortunate, you also see the Modify button. If it’s enabled, you can continue:
Click the Modify button.
Click the Yes button to proceed if you encounter a User Account Control warning.
If prompted, choose the Repair option.
Some programs display the Application Maintenance dialog box, like the one shown in Figure 2-2. If you see such a dialog box, click the Repair option, as illustrated in the figure.
FIGURE 2-2: Repairing a program.
At this point, you continue running a version of the application’s installation or setup program. What happens next depends on the program. Follow the steps on the screen as the repair utility does its job.
Not every program features a repair utility. If so, the Modify button (refer to Step 4) doesn’t appear or is disabled.
If you cancel out of a program repair (modify) operation, you might see confusing messages about canceling program installation. These are default messages that appear when you cancel program installation. My guess is that the installation program uses the same messages even when you’re attempting to repair the program. Bottom line: Nothing is uninstalled.
See Book 2,
Chapter 7
for more information on solving software problems.
Fixing Windows
It’s much better to fix Windows, or at least try, than to reinstall the entire operating system from scratch. The reinstall option is always available, but I strongly recommend fixing first.
Book 3 is stuffed with chapters that cover various tools you can use to address issues with the Windows operating system. Briefly, in order, I recommend the following fixes:
System Restore:
For minor glitches, summon a restore point to address the problem. See Book 3,
Chapter 5
.
The System File Checker:
This tool is the handiest utility for fixing Windows, yet it’s too often overlooked. See Book 3,
Chapter 4
.
Windows Recovery:
The Windows Recovery Environment boasts plenty of tools for fixing Windows, including reinstalling the operating system, should that task become necessary. See Book 3,
Chapter 1
.
Other tools are available as well, each of which is covered in each of which is covered in Book 3 of this minibook. Also, consider that the problem might not be with Windows; hardware issues can lead you to blame the operating system. Chapters in Book 2 cover various specific hardware problems.
Restoring the system
Many potential solutions are available to restore your computer system, but it helps to know exactly what “the system” is before you attempt one of these solutions.
For the most part, the system refers to software, or specifically, items stored on the primary mass storage device. This list includes the operating system, installed programs, and all your files. Various utilities are available to restore some or all of these items:
Backup and Restore:
You can store anything from a single file to everything stored on the hard drive if you archive (back up) that data. The restore operation is how you get back the information. See Book 4,
Chapter 4
for details.
System Recovery Disk:
Use the data stored on the recovery disk (which is usually a thumb drive) to help fix or completely rebuild Windows. Further recovery is possible when you access the Windows Recovery Environment. Both topics are covered in Book 3,
Chapter 1
.
Restoring the system is most successful when you use tools and run utilities that help you prepare for impending disaster. If you’ve not yet created a system repair disk, do so now. Also, configure the Windows 10 File History (the backup feature) if you’ve not yet done so.
Help!
Nothing beats having a local computer guru. It could be a relative — perhaps someone living with you — or someone in your office who knows computers well enough to help you resolve meddlesome issues.
When your local computer guru is stumped or — worse — you are the computer guru, you must turn elsewhere for help. Fortunately, you have plenty of resources on tap.
Locating Internet support
Back in the old days, support was provided by reading the product’s manual. That type of support was despised, however, because the manual was poorly written, incorrect, or both.
If you were lucky, the hardware manufacturer or software developer provided a toll-free number to call. If you were lucky.
Today, free Internet support is available for nearly all major computer hardware manufacturers and software developers. The key is finding the correct website. That’s because you don’t want to risk visiting a site that purports to offer support but is instead designed to sell advertising or to infect your computer with malware.
To determine that you’ve reached the proper support site, ensure that the website domain matches the manufacturer or software developer. A major hint is the Padlock icon found on the web browser’s address bar, similar to the one illustrated in Figure 2-3.
FIGURE 2-3: The Padlock icon.
The Padlock icon appears on secure websites, and most manufacturers and developers have secure web pages. If not, it’s okay, though you should ensure that the web page name matches the developer’s name. This confirmation is very important! You want to get support directly from the source, not from a third-party site.
Once you’ve found the proper website, support comes in several areas. Yes, you must do some work to locate the answer you need. Support is available from these sources:
Software:
For example, you can download a new driver for the PC’s video card to help resolve compatibility issues. Or you can download a troubleshooter.
Forums:
You’re probably not the only one to experience a problem. Look for forums to browse for similar problems and find a solution.
Tech support:
Most sites provide contact information for either phone or email support, or they may offer online chat.
More details on these resources are offered in the next several sections.
Find the official site for the support. Search for the manufacturer or software developer’s name, and find the matching website.
The support site may be listed with the flimsy documentation that came with the product.
Sometimes, support information can be accessed from a Help menu within the program.
Avoid product review websites or sites that are trying to sell you something. For example, many of the “what the heck is this file?” websites are fronts for outfits that sell antivirus or “PC cleaner” type of programs. Ensure that the site offers solutions other than obtaining their own program, which is a dubious choice, given that anyone can put anything on the Internet.
I’m not trying to condemn all third-party support sites. Though many of them offer legitimate support and software, some of them are devious. They may require a paid subscription or ask you to provide personal data to access the information you want. Worse, the software they provide features malware. You don’t want that.
Awhile back, you had to pay to obtain software driver updates. Today, these updates are provided for free. If you visit a site that claims you need to pay for an update, you’re at the wrong site.
Downloading drivers
Perhaps the best aspect of online support is that you can obtain updated software instantly and at no charge. The primary reason to get this software is to address hardware issues; software drives the hardware, which is why this particular type of software is referred to as a driver.
As an example, you may find your PC’s graphics incompatible with a new game. The game urges you to check for a driver update. To obtain the update, you must discover the make and model of the display adapter and then visit the manufacturer’s website for a new driver.
To download a driver, follow these general steps:
Save all your work and close all program windows, save for the web browser.
Installing a driver update may require that you restart your computer. By closing windows now, you save yourself this step later.
Ensure that you’ve arrived at the proper website.
Refer to the preceding section for hints on how to confirm that you’re at the developer’s own website and not a bogus website.
Locate the Software link or Drivers link.
Sometimes, this link is found under a general Support category.
Click on the appropriate link to download the driver update.
Various links represent different hardware versions as well as different operating systems.
Run the downloaded update.
Follow the directions on the screen.
After the update is installed, observe whether the problem is fixed. If not, more troubleshooting is necessary; but on the positive side, you’ve ruled out the driver as a potential source.
Various chapters in
Book 2
describe how to obtain the proper hardware specifications you need in order to download a driver update. To determine which version of Windows you have, press the Win+Break key combination. In the System window, you see the Windows version as well as the system type, which is either 32-bit or 64-bit.
Don’t freak out if you choose the wrong software. The installation program presents a warning if you don’t have the proper operating system or hardware version.
For details on obtaining a new graphics driver, refer to Book 2,
Chapter 3
.
Other chapters in
Book 2
cover obtaining drivers for specific PC hardware.
Sometimes, support software urges you to obtain a driver update or it obtains and installs the updates for you. The NVIDIA Control Panel program, installed with most NVIDIA display adapters, prompts automatically when a new driver or update is available.
Driver updates might also be installed automatically when you run the Windows Update program. See Book 4,
Chapter 2
.
You can also download diagnostics software from the Internet. For example, the Intel support page offers tools that can help address issues with the processor, firmware, and motherboard. The Crucial website provides a memory upgrade tool that analyzes which type of memory your PC uses and how best to install a memory upgrade. These tools are described in detail elsewhere in this book.
Perusing forums
I’ve found great success in perusing the support forms on the web. Manufacturers and developers are smart to let users post their own questions and puzzles and then let other users offer solutions. Tech support people also join the forums, which makes them a wonderful resource.
Not every manufacturer or developer’s website offers forums. Even so, it’s perfectly fine to use forums not located on the official site. Just be wary of clicking any links to so-called solutions.
To find forums, look for the Forums link. Find this link in a general Support category.
Use the forum’s Search box to type in a query. You may have to phrase it several different ways to locate potential solutions. It’s best to include the product name and version for accurate results.
Ensure that you check the date on various forum posts. The most recent dates are more likely to reflect your current problem.
It helps to include the word solution or solved in your search, because many of the forum topics may list the same problem but not offer any solutions.
Contacting tech support
The old toll-free phone numbers may still be around, but few manufacturers or developers cough up this information directly on their websites. No, you must hunt for the details.
Start looking under the Support category, though you may also find a separate Contact or Info category. The support that’s offered comes in one or more types, including
Live chat
Phone
Callback
Paid
I recommend trying live chat, if it’s available. A window pops up on the screen and you get to type with “Linda” or “Bill” to explain your situation. They can walk you through some solutions or perhaps even offer to fix the problem remotely. See the next section, “Being wary of remote desktop access!”
Phone support is nice, but often the wait times are intolerably long. So be prepared to not only wait but also run the risk of chatting with someone who sports a heavy accent. This possibility is why I recommend live chat as your first choice.
If a callback option is offered, choose it. That way, the support people phone you up at a more convenient time to resolve the issue.
The email option works, but not quickly. It’s also time-consuming to write back-and-forth.
A final option for tech support is to contact a professional tech support service. This is a paid service from a third party, sort of a for-hire online guru. The best services provide that you pay only when a solution is found. For example, you provide credit card information and then together you work on the phone or remotely to fix the issue. If the issue is resolved, you pay the agreed-upon fee; otherwise, you’re not charged.
When dealing with any type of tech support, lower your expectations. Not everything that goes wrong with a PC can be fixed quickly or easily.
Being wary of remote desktop access!
When remote tech support gets serious, you may be asked to surrender your PC to remote desktop access. This is a marvelous way for the other person to see your computer screen and control things, which greatly aids in troubleshooting. It also opens your PC to a certain risk, so my advice is to be careful!
No one can access your PC remotely without your permission. (That is, unless your PC has already been compromised by malware.) Ensure that you trust whoever is accessing the computer, which is a tall order. Be cautious of any tech support person eager to use remote desktop access, especially if they haven’t yet directed you to perform a few basic tasks. Consider such a request a big red flag.
To ensure that remote desktop access is disabled in Windows, heed these directions:
Press Win+Break to view the System window.
Choose the link Advanced System Settings.
The link is found on the left side of the window. Upon success, you see the System Properties dialog box.
