Ed Bott - Windows 10 Support Secrets

105 CHAPTER 8 | Troubleshooting and recovery CHAP T E R 8 Troubleshooting and recovery Murphy could write an entire book of laws that apply to all the things that go wrong with PCs. Hardware fails, software does unexpected things, and users have a way of clicking where they shouldn’t—sometimes with unfortunate results. Many issues require professional help. But it’s possible to train people to identify and fix simple problems even if they lack advanced technical skills. In fact, Windows includes an assortment of automated troubleshooting tools capable of identifying and fixing common problems with no user intervention required. For the kinds of problems that make even experts throw up their hands in despair, Windows 10 offers a reset option that is both powerful and easy enough for a non-expert to use. But let’s begin with the basics. Troubleshooting 101 Computers are complicated devices, made up of many individual hardware components and countless bits of software. When things go wrong, it’s our natural tendency as humans to spring into action, to fix the problem. Click a button, throw a switch, install a new piece of software that’s touted as the perfect fix for computer ills. That’s why, when I’m working with Windows users who don’t have a technical background, I tell them my first rule of troubleshooting: “Don’t just do something…” Sometimes the fix is as simple as restarting the PC. If that doesn’t work, follow this checklist: 1. Ask yourself what’s changed recently Did you install a new software program or upgrade an older one? Did you visit a website that seemed suspicious or flaky? 2. Try replicating the problem on a different device If you’re having trouble with a website or an online service, see if you can reproduce the symptoms by using a different PC on the same network. If so, the problem might not be on your end at all. 3. Create a separate test account for troubleshooting I like to have a second, “clean” account handy at all times to help determine whether a problem is unique to a specific account. Go to Settings > Accounts > Family & Other People and click Add Someone Else to this PC. Sign out of