TROUBLESHOOTING

                                 BASIC TROUBLESHOOTING

                       There are a few standard things you should check before you get your elbows greasy and end up with screws and computer parts strewn all over the floor. Review the items in this list first to determine what’s wrong.

• Is it plugged in?
• Is it connected?
• Is it turned on?
• Press and hold down the Power button for five seconds to turn off any computer.
• Hot things cause trouble. Ensure that the console’s air vents are unobstructed and that the fan is on. Touch a power supply brick to ensure that it’s not too hot. If it is hot, disconnect the power supply.
• Check the Device Manager for conflicts detected by Windows.
• Swap out questionable hardware with hardware that works to help pinpoint the problem.
• The printer must be on and online or selected before you can print.
  
  
  
  

  I have problems in Windows after installing new software

  Issue

  I have problems in Windows after installing new software.
  

  Cause

  After installing any utility, driver, or other software program you can encounter an almost endless list of issues that can be caused by any of the below reasons.
• Confliction with other software installed on the computer.
• Issue with program.
• Improper installation or problems with installation

            Windows restarts without warning

Question

Windows restarts without warning.

Cause

This issue could be caused by any of the below possibilities.

1. Software issue or error.
2. Hardware issue or error.
3. Heat related issue.
4. Computer virus.
5. Issue with operating system.

Answer

Tip: This document is for computers that are restarting or rebooting by themselves and not computer's that turn off and remain off.

Software issue or error

With the introduction of Windows XP Microsoft designed Windows to automatically reboot each time an error occurs such as a BSoD. Although this may be nice for errors that do not occur often, users who have a re-occurring error may wish to identify the error to troubleshoot it. Below are the steps on how this feature can be disabled and enabled in Windows XP, Vista, 7, and 8.

1. From the Desktop right-click on My Computer.
2. Click the Properties option.
3. In the System Properties window click the Advanced tab or the Advanced system settings link.
4. In Advanced click the Settings button under Startup and Recovery.
5. In the Startup and Recovery window uncheck the Automatically restart check box.
6. Click Ok.

Now if the computer generates an error it should not automatically restart and should display an error message, most likely a BSoD.

              Basic software troubleshooting

Issue

Basic software troubleshooting.

Additional information

This document has been created as a location of general steps that can be taken to help you with problems you may be experiencing with computer software programs and software utilities. Below are some reasons why a user may follow the steps in this document.

1. Unknown or undocumented problem with a computer software program.
2. Issue opening or running a software program.

Solutions

Unable to install a software program

1. Verify the diskettes or CD are readable by reading the files on the drive. For example, Microsoft Windows users can explore the drive in Windows explorer. If the CD attempts to AutoPlay, you may need to right-click the drive and click Explore to browse the drive. If you are having problems with reading a CD, see document CH000212.
2. If the CD reads fine with no errors, verify your computer meets the minimum requirements of the software program. If your computer does not have enough disk drive space or does not meet the requirements, the program will not install.
3. Make sure the program or utility you are installing is compatible with the version of operating system you have on your computer. For example, many older utilities such as a virus protection program may only work with a specific version of Microsoft Windows.
4. If you are getting stopped at the CD-KEY or Serial Number verification, verify you are entering your correct number. If you lost your number or key or it does not work, you will need to contact the developer of the program. Computer Hope will not provide any users with an alternate identification number.

Error during installation

1. Verify your computer meets the requirements of the program or utility. For example, if your computer runs out of disk space during the installation, this would cause an error during the installation.
2. If you are running Microsoft Windows 95 or higher try installing the program from Safe Mode.
3. Verify the CD is clean and contains no significant scratches. Information about how to clean a CD and a CD-ROM can be found on our cleaning page.

Program or utility does not load or has an error when it attempts to load

1. Verify the program or utility documentation makes no mention of the error you are experiencing. Many times the error and explanation to how to resolve the error are already documented.
2. Verify no patches or updates are available from the developer of the program or utility. In some cases the software program may require an update before it can be successfully run on your computer.
3. Make sure all other programs are closed when you run the program or utility. If the program successfully runs after closing all other programs, it's possible that the program may have issues with other programs.
4. Make sure the computer has been rebooted at least once after the program has been installed. In some cases it may be required.
5. Verify your computer has the correct date. In some cases a program may rely on the date and if that date is incorrectly set it may cause issues. Additional information about setting the date can be found on document CH000554.
6. If following the above recommendations does not resolve your issues, reinstall the program or utility.

Other

In some cases your software issue may be related to your operating system. If you have not already run through your operating system's basic troubleshooting section, click here to go to our basic troubleshooting section.

If you are still running into errors or unable to resolve your issue, search our web page, check our on-line help section, and check our Q&A section for additional help and recommendations. If after checking these locations you are still unable to resolve your issue, feel free to contact our support team.

Basic Microsoft Windows XP troubleshooting

Issue

Basic Microsoft Windows XP troubleshooting.

Additional information

This document has been created as a location of general steps that can be taken to help you with problems you may be experiencing with Microsoft Windows XP that are either general problems or problems not documented elsewhere in the Computer Hope database.

Below are some reasons why a user may follow the steps in this document.

1. Unknown or undocumented problem with computer running Microsoft Windows XP.
2. Performance issues with the computer, for example, the computer running slowly.
3. Users who wish to run maintenance on the computer or potentially speed up the computer.
4. Users looking for steps to help resolve an issue or that may help locate the cause of an issue.

Users may find explicitly documented questions and answers on our Windows XP Q&A page. Additional information about Windows XP can also be found on our Windows XP main page.

Solutions

Error messages encountered during boot before Windows loads

Before following the below steps, make sure that the error you are encountering is not already documented on Computer Hope by performing a quick search for the error and by looking through our Windows XP Q&A page.

1. Ensure that your computer BIOS settings are correctly configured to the hardware that is installed in your computer. Improper settings in the BIOS may cause various errors when first booting an IBM compatible computer. These errors often occur as the computer is first booting and may stop the load process of the computer.

Error messages while Windows is loading

Errors that occur while Windows XP is loading or prevent Windows XP from loading are likely being caused by a configuration error in the registry.

1. If you have recently changed or installed something that could have caused Normal Windows to stop loading, try loading the last known good configuration.
2. If you are unable to get into Normal Windows and believe that removing or uninstalling a program or changing a setting may help enable you to get into Windows, boot the computer into Windows XP Safe Mode.
3. If your computer has worked fine in the past but recently has been experiencing the issue you're encountering, run the System Restore option to restore the computer to an earlier date.

Other error messages that occur while Windows is loading or after Windows is loaded

Errors that have occurred while Windows is loading or after Windows has completed loading are often caused by a program that is automatically loading each time Windows is loading, problem or misconfiguration of a hardware device, or computer virus.

1. If errors occur but Microsoft Windows still loads, verify no issues or conflicts exist in Device Manager. If errors are found, read through our Device Manager page for steps on resolving issues. 
2. Ensure that if programs are loading automatically, the errors are not associated with these programs. Many times utilities such as virus programs may load when Windows first starts and cause errors. If you believe that your startup errors are associated with another program, refer to our basic software troubleshooting.
3. Make sure Windows XP is up to date.
4. If your computer has a virus protection program installed, make sure it is up-to-date and that no viruses are being detected. If your computer does not have a virus protection program, you may wish to consider installing an antivirus program to make sure no viruses are causing your problems.
5. If your computer has worked fine in the past but recently has been experiencing this issue, run the System Restore option to restore the computer to an earlier date.

Other error messages

If you are experiencing other error messages, it is likely these errors are being caused by the software program you are running and a hardware device you are attempting to utilize. It is recommended you see the basic troubleshooting section for your hardware device or software program.

Computer running slowly

1. Make sure your computer has at least 500MB of free hard drive space. If your computer has less than 500MB free, it may cause the computer to operate more slowly. Try regaining hard drive space.
2. Run Microsoft Scandisk and Defrag on the computer. Additional information and help with these commands can be found on our scandisk page and our defrag page.
3. Close any programs that are running in the background or disable background programs from automatically loading each time your computer boots. Information about doing this can be found in document CHTSR.
4. Click Start, Search, and click For Files or Folders. In the search window, search for files named *.tmp and make sure you are searching or looking in the local C: drive.  Once search has completed, delete any files found.
5. Ensure that no errors or conflicts exist in the Device Manager.
6. Make sure Windows XP is up-to-date by checking Microsoft Windows update page.
7. Delete all files in your Windows Prefetch directory. These files can lower overall system resources if loading programs no longer being used. See the prefetch definition for additional information about prefetch.
8. Verify your computer has the latest drivers for the hardware devices installed in your computer.
9. If your computer has a virus protection program installed, make sure it is up to date and that no viruses are being detected. If your computer does not have a virus protection program, you may wish to consider installing a program to make sure no viruses are causing your problems. Information about updating your antivirus program can be found on document CH000533 and information about what antivirus programs are available can be found on document CH000514.
10. If your computer has worked fine in the past but recently has been experiencing this issue, run the System Restore option to restore the computer to an earlier date. Information about how to do this can be found on document CH000589.

Issue with hardware device

If you are having difficulties with a hardware device, see the basic troubleshooting section for steps that can be taken to help resolve your hardware issues.

Other

If you are still running into errors, or unable to resolve your issue, search our web page, check our on-line help section, and check our Q&A section for additional help and recommendations. If after checking these locations you are still unable to resolve your issue, feel free to contact our support team.

                  No display on the monitor

Issue

No display on the monitor.

Cause

This issue can be caused by any of the below possibilities.

1. Monitor is not on
2. Computer is asleep
3. Connections not connected properly.
4. Monitor settings are not correct.
5. No Post.
6. Hardware issue.

Solution

Tip: The following is monitor troubleshooting and not for users who get readable picture when it is first load but then gets distorted when opening Windows.

Monitor is not on

Make sure the monitor is on. If no power light (green or orange light) is seen on the monitor display try pressing the power button until it comes on. If no light comes on after several attempts continue to below connections not connected properly.

Computer is asleep

If your computer monitor was on and you stepped away from the computer and upon returning it was black it's likely that the computer is asleep. Try moving your mouse, clicking the mouse buttons, or pressing any key (space bar) on the keyboard to wake it up.

Connections not connected properly

Make sure that you are connecting the monitor to the back of the computer in the 15-pin connector as shown to the right or older computer 9-pin connection.

If the computer is properly plugged in, make sure it's getting getting power.

If you are not receiving power from a known working wall outlet and if the power cord is removable, replace it with the one connected to the computer and power on the monitor again. If the monitor still does not get power or it is not removable, it is recommended that the monitor be replaced or serviced at a local TV or computer repair shop.

If the monitor is receiving power, check the status light.

If the light is orange or flashing ensure that the monitor is not in a suspend mode by moving the mouse or pressing a key on the keyboard. If the computer does not get a display by moving the mouse or touching the keyboard, turn off the computer and monitor and reconnect the data cable from the back of the computer, and if removable, the back of the monitor. Turn the computer back on; if you still encounter the same issue, continue reading through the other possibilities.

Monitor settings are not correct

Verify the brightness and contrast is turned up or adjust the brightness and contrast. If adjusting the brightness or contrast has no affect on the monitor continue reading through the other possibilities.

No Post

Does the computer beep when it is powered on or does it appear that the computer has activity? If the computer does not beep or beeps abnormally it is possible that the computer itself is experiencing a hardware issue or is exhibiting a No Post. Run through the POST troubleshooting steps to determine the failure.

Hardware Issue

If you have followed the above recommendations and are still encountering the same issue, it is likely that the computer may have either a bad video card or monitor. The best method of determining this is to do one or both of the following:

• Disconnect your monitor and connect it to another computer. This can be a friend or family's computer or it can be taken to a service center.
• Borrow a computer monitor and connect it to your computer. This will not harm the other computer monitor in any way.

If your monitor works on another computer it is safe to assume that the video card or potentially the motherboard within the computer is bad.

• Troubleshooting a bad video card.

If another monitor works on your computer it is safe to assume that your monitor is bad.

           General printer troubleshooting

Issue

General printer troubleshooting.

Solution

Printer does not have power indicator

First, make sure that the printer is on. When a printer is on it should have some light (usually green) indicating it's receiving power and is on.

If you do not have any indicator light make sure the printer is connected to a working power outlet by verifying each end of the power cable. Next, press the printer power button.

If after following the above steps your printer still cannot get a power status indicator it's likely you're encountering a serious printer issue and we suggest contacting the printer manufacturer for additional steps and instructions on repair or replacement.

Cables not connected properly

Your printer should have two cables connected to it. The power cable and the data cable, the power cable should have already been verified as being connected if your printer has a power indicator light as mentioned above. Make sure the data cable (parallel cable or USB cable) is also connected from the printer to the computer.

Printer error (orange or blinking light)

After your printer has completed its initial startup you should have a solid green light. If the light indicator is blinking or orange often this is an indication of a printer error. For example, this could indicate a paper jam, issue with the ink or toner cartridge, or other serious error.

Because there is no standard to what a blinking light or orange light means if you're getting either of these we suggest referring to the printer documentation for troubleshooting steps or methods of determining what the status indicator is reporting.

No paper or paper jam

Without paper your printer will not be able to print. Make sure you have paper in the paper loaded into the printer paper cartridge or tray. Next, verify that no printer paper is jammed or partially fed into the printer. If you have one or more pieces of paper stuck in the printer these will need to be manually removed before the printer will print again.

Inkjet printer ink related issues

Often when you're encountering an ink related issue you're printer status indicator light (mentioned above) should be flashing. If this is not occurring you may want to skip to the next section. However, if you've recently inserted a new ink cartridge you may want to try the below suggestions.

• Replacing ink cartridges and printer not working.

Printer self tests

Most printers have a way of printing a test page. This page allows you to determine if the printer is physically working or not. This test is usually accomplished by holding down a series of keys. If you are not sure if your printer has this feature or how to perform it refer to your manual or visit your printer manufacturers web site.

In addition to testing the printer using the printer self-test Microsoft Windows users can also perform a software self-test to determine if their computer is able to see the printer and it's able to print. Follow the below steps to perform this test.

Microsoft Windows 98, 2000, ME, XP, 2003, and Vista users

1. Click Start, Settings, and open Control Panel.
   
2. Double-click the Printers or Printers and Fax icon.
   
3. Right-click on the Printer you wish to test and click Properties. If you do not see your printer listed your printer is not installed.
   
4. In the Printers Properties window click the Print Test Page button.
   
5. If the printer is able to print a test page, you're printer is installed and setup properly. However, if you're unable to print in other programs it's possible that the program you're attempting to print from has issues.
   

Older versions of Windows with older printers

If you are running an older printer and MS-DOS, Windows 3.x, Windows 95, Windows 98, or Windows NT, you can also attempt the below software test.

Get to a MS-DOS prompt or Windows command line
Get to the root directory - Type: cd\
Reroute dir to printer - Type: dir > lpt1

The above should take the directory listing and print to the printer. If this does not print, refer to your operating system troubleshooting section. Extra Note: This will not paper feed, therefore press your FF or PP, or manually eject the paper.

Printer drivers

If your printer does not have any flashing lights and is connected properly it's possible you may be encountering a driver related issue. We suggest visiting our printer driver listing, which links to all major printer manufacturer driver pages and downloading the latest printer drivers for your printer.

Parallel (LPT) printers

If the printer you're connecting to the computer is an LPT (parallel port) printer we also suggest verifying the below suggestions if your printer is not working.

Parallel port in CMOS

1. Enter the computers CMOS setup.
2. Once in CMOS verify that your parallel port is enabled or installed.
3. Next, verify the printer or parallel port mode. This option will often have several different modes. If your parallel port is set to ECP mode, we suggest trying a different mode.

Other parallel device

If you have a parallel printer with other parallel devices such as a parallel scanner or zip drive, temporarily disconnect these devices to verify they are not causing your issue.