Discovery Questions

Not sure what is causing an issue with your computer? No problem. Use these questions, used by our technicians to assist customers, to guide you down the path to resolution.

History of the System

  • Is this the first time this issue has occurred? If no, when did it start happening? How often does it happen?
    •
      Example Questions
    • Is the system having problems just out of the box or has someone used it?
    • Has this function ever worked?
    • Has this been a recurring problem?
    • Does the computer have to be running for a certain amount of time prior to the error occurring?
      Why we ask these questions
    • Components or cables may come loose during shipment or moving the system to a different location.
    • Look for what is functioning properly (e.g., OS loading properly) or failure (e.g., no video).
    • Reseat possible external connections prior to opening case and reseating internal components.

  • What were you doing on your system when this happened? Were you on the Internet, printing, playing games, or in a particular program?
      • Example Questions
    • Were you downloading files, streaming video or sound files?
    • What are the titles of the games and their requirements?
    • Does the program require add-ons for the functionality being attempted?
    • Is the printing problem in one program or multiple programs?
    • What are the default settings for the program where the problem is experienced?
      Why we ask these questions
    • Make sure the minimal game requirements are met. For better gaming experience, the minimal requirements should be exceeded.
    • Make sure all additional updates required are installed and running prior to opening the application.
    • If the printing problem is in only one program, check the print layout and settings in the application.

  • Have you tried to reboot?
      • Example Questions
    • Does the problem happen in safe mode as well as normal mode?
    • Do you have to turn the system off for it to reboot ("hard" restart) or can you restart the computer from Windows?
    • Does the computer boot normally when restarted?
    • Does the problem return immediately after restarting or is it intermittent?
      Why we ask these questions
    • If the problem is not happening in safe mode, look at the items in startup that may be causing the problem.
    • Multiple "hard" restarts can corrupt the operating system and cause multiple problems. The corruption increases with each "hard" restart.
    • Intermittent problems can point to specific application procedures, memory drains, heat problems, cleaning/obstruction problems.

  • What have you done in attempting to fix it (system restore, format/reload, uninstall drivers)?
      • Example Questions
    • What date was the system restored to? Are there earlier dates available?
    • Were the disks that came with the respective computer, or created from the recovery disk creator, used for the system reload?
    • What procedure was used to uninstall the driver or application?
      Why we ask these questions
    • If this error has been happening for some time, what steps have you attempted to remedy the error? Verify what has already been done to try to remedy the problem.
    • Using disk from a different system may install incorrect drivers or a different version of the operating system.
    • Improper driver or application removal may result in unstable or poor performance.

  • Do you have internet access? If yes, what type of internet access (dial-up, broadband)?
      • Example Questions
    • Were you downloading files, streaming video or sound files?
    • With broadband, are you connected directly to the cable/DSL modem or are you going through a router?
    • Which Internet browser and version is being used?
      Why we ask these questions
    • The system should be using broadband for large file downloads or streaming. Dial-up can, through its error checking, have the connection rate drop extremely low or disconnect.
    • Large file downloads are dependant on the entire connection from the respective server. This includes the server connection, connection and trunk lines throughout the World Wide Web, Internet Service Provider, modem, router, and finally the system.
    • If using a router, do other systems on the network have access to the Internet?

  • What is the date of your virus definitions file?
      • Example Questions
    • How old is the definitions date for your anti-virus and anti-spyware programs?
    • Is your anti-virus and anti-spyware programs subscription up to date?
      Why we ask these questions
    • Anti-Virus and Anti-Spyware definitions older than seven days should be updated. New viruses/spyware are created every day.
    • Subscriptions have to be up to date so definition file updates can be downloaded and updated.
Changes to the System

  • Have you added anything to your system (camera, printer, MP3, IPod, new games, programs like Quickbooks/PhotoShop)?
      • Example Questions
    • Has anyone added any hardware (external as well as internal) or software to the computer?
    • Is the problem occurring in software that was recently installed or has been installed on the system for awhile?
    • Did the problem start immediately after installing the software or hardware?
      Why we ask these questions
    • Are the drivers for the hardware loaded? Are the hardware and drivers compatible with the respective operating system?
    • If the software has been on the system for awhile and functioning properly, software or hardware added just prior to when it started to malfunction may cause a change in settings or may have changed .dlls to an incompatible revision.
    • Settings changes in an existing program may cause it to act erratic or not function in the same manner that the user is used to.

  • Is the system networked? If so, are the other systems having similar issues?
      • Example Questions
    • Is the system on a network using DHCP or static IPs?
    • Is the network going through a router/hub/switch or is it an AD-HOC network?
    • Is any system on the network with the same operating system having the same problem?
    • Are all network cable connections secure?
    • Does the item being accessed have security permissions set?
      Why we ask these questions
    • Make sure that all systems on the network are running static IPs or all are running DHCP.
    • Check for systems that may have the same IP address on the network.
    • Different operating systems require different drivers, have different security compatibilities, and have different settings for adapters.
    • Loose cables stop data from passing properly and may be the root of intermittent problems. Cables may have to be replaced rather than constantly reseating.
    • Make sure security settings are supported throughout the network.

  • Has anyone else had access to the system?
      • Example Questions
    • Do other users have administrator rights?
    • Are there programs installed on the system that the user was not aware of?
    • Are there items in the startup group that the user does not recognize?
      Why we ask these questions
    • Other users may have installed programs that are now running in the background.
    • Settings may have been changed in the program without your knowledge.
Impact of the Issue

  • Is everything else working (printers, scanners, programs, CDs/DVDs)?
      • Example Questions
    • Are other USB devices working on the same system or port?
    • Do similar programs have the same or similar error?
    • Are other devices recognized properly?
      Why we ask these questions
    • If other USB devices are working on the same port, make sure the device has drivers installed for it.
    • If USB 2.0 devices are having problems, check the specifications for the system to make sure the ports are 2.0, not 1.0 or 1.1.
    • If the problem is with only one program, check the settings for the program or reinstall the application.

  • Is there an error message? If so, what is the exact error message?
      • Example Questions
    • Does the error message appear upon entering Windows?
    • When does the error message appear?
    • What is being done on the system when the error message appears?
    • Can you close the error message box? Does the error make you close the application or restart Windows?
    • Is the error message in a dialog box or full screen?
      Why we ask these questions
    • If the error is happening upon entering Windows, files may be missing or an application in the startup may be corrupt.
    • If the error only appears when using a certain application, look at the settings for the application or reinstall the application.
    • Look at the application or hardware that is being accessed when the error occurs.
    • If the error dialog box can be closed and operation can continue, it may just be a warning message that you are doing an operation incorrectly.
Environment of the System

  • Where is it located (desk, blanket, next to microwave, close to a cordless phone)?
      • Example Questions
    • Is the system located in an enclosed area?
    • Is the system located near a device like a refrigerator, power source, fluorescent lights, etc.?
    • Are the speakers shielded?
    • How close is the monitor to the speakers, router, etc.?
    • If a dial-up problem, how long is the telephone cord?
      Why we ask these questions
    • Devices that emanate an electrical field can distort the video on a monitor.
    • Unshielded speakers may distort the video on a monitor and also affect the broadcast for a wireless router.
    • Cords or cables that are longer than normal affect the transmission of data across them.
    • Electrical and lightning storms can damage systems and components through electrical spikes on power source and data transmission lines (phone lines, etc.)

  • Have you moved the system recently (from a table to desk, if it is a portable - is it move around frequently)?
      • Example Questions
    • Is the system further away from the wireless router than when originally configured?
    • Are the cables connected to the right ports after being moved?
    • Were any pins accidentally bent when reconnecting?
      Why we ask these questions
    • Longer distances and possible blockages may affect the signal for wireless networks.
    • Make sure all cables and lines are connected to the correct port on the system. Moving a USB cable from a 2.0 port to a 1.1 can affect the detection and performance of the external USB device.
    • Bent pins on a cable will affect the data signal up to the extent of the device not working at all.

  • Have there been any electrical issues recently (Power surges, lightning strikes, brown/black-outs)?
      • Why we ask these questions
    • Electrical and lightning storms can damage systems and components through electrical spikes on power source and data transmission lines (phone lines, etc.)