Reset the bios
In a desktop  computer this is relatively straight forward.  See Documentation 

Check hard drive activity.
Observe the hard drive light for activity.  If active computer could still be functioning, but with a display issue.  The graphics adapter, either onboard or external, can conceivably fail while the computer is still functioning.  In this case swap out or install another adapter and see if this gets you a display.  At the minimum you should see the motherboard POST screen.

Laptop?

Obviously a flat battery and no external power on laptops will cause this.  Often occurs if the laptop power supply has died.  Check the power LED on the power supply.

Also physically remove the battery and power supply on laptop for a few minutes.  This sometimes allows the system to 'drain' completely.

What next?
Otherwise this behaviour is usually a serious hardware fault.  Motherboards are quite intelligent and when functioning will notify errors using beep codes, unless …

• power supply unit is dead
• motherboard itself is dead

Fundamentally it means one of these is not functioning.  It is more likely to be the PSU, and being the cheaper and least impact, it is probably the best choice to test first.

Both PSU and motherboard daignostic devices are available so it may be worth investing in one or both of these. 

If it is the motherboard this usually requires replacement of Motherboard, RAM and CPU together, and a clean install of  windows.  This will be expensive.

Remember also, these are the most common causes, but not neccesarily the only cause.  It may be worth having a technician diagnose the problem. 

Laptops especially are prone to faulty power switches, dry solder joints especially around the power supply connection, and faulty power sockets.

In this section we deal with non functioning hardware devices.  Most hardware Issues will fall into one of two categories. 

1. The hardware device itself is faulty
2. The drivers for the hardware device are not installed correctly.

Assume a driver issue.
Without other good reason (e.g. BSOD, no power, freezing), this is the most likely cause so follow that initially.  A hardware fault can 'look' like a driver issue however the quickest and easiest way to test faulty hardware is to replace the device, therefore rather than spending money needlessly we ensure that the drivers are installed and are correct .

Most hardware requires a software driver. 
Exceptions to this rule are memory modules and power supply units (PSU), although these devices can have 'management' software installed.  The distinction being that a software driver is required for the correct functioning of the device, whereas 'management' software is not.

What if I don't know which device is the problem
Some devices can be troublesome to track down and some hardware can have more than one device associated with it.  If you are unsure which device is actually a problem, open up the Device Manager.  Problem hardware devices are usually recognized by windows and will be highlighted. 

Find the problematic device in the Device Manager…

NOTE:  If you are experiencing strange behaviour when troubleshooting hardware, for example, automatic restarts, BSOD or Freezing, have a look at this article HOW TO: Troubleshoot System Crash.

Blue Screen of Death (BSOD)

Freezing

Locking up (mouse won't move)

Automatic or Random restarts (which generall when using Last Known Good result in a BSOD)

Freezing

Can we start in safe mode, if so check the event log. Can we identify a application / program / driver / file to research

Possibly any of driver / windows error, memory / PSU fault,Virus infection can cause this during the boot process.  check HD light/safe mode/system restore

The Blue Screen of Death (BSOD) in Windows is analagous of the human emotion of dispair.  It is the Windows way of symbolically throwing hands up in dispair and saying 'I can't cope'.

What is really useful about it is that in doing so it provides reasons for the dispair, either on screen or in log files and memory dumps.  What it also means is that just like the human being, you can (given the time, expertise and patience) work through the reasons, interpret the results and make adjustments.

Resist the urge to dive in and start fixing.  In this situation my first step is to test the had disk and the memory(individually).  The logic is you are chasing you tail if you continue to try and fix specific issues if there is a fundamental problem with the computer. 

Blue screen errors may be caused by missing critical system files that can actually be due to busted HD or faulty memory.

Identify WHEN its happening randomly, at startup, runing a program

A lot of the time the root cause is a hardware failure

available for information in the dpossible virus

possible hard disk problem

Check event logs for more information

IF identifys a file or driver ie *.sys or *.exe etc use Troubleshoot Specific Problems

if can't see use error use F8 disable auto restart,

identify stop error – in most cases you will need a technician,

If you choose, you may try F8 safe mode, if boot OK try in this order AV removal (here), system restore (here).

Technical User: On another computer, identify and research stop error codes.  Common ones and resolutions if available are listed (here).

Automatic at same point in boot sequence more likley driver loading / windows error

Random times during boot sequence more likely memory / PSU fault.

Random at any time or when running certain applications

You REALLY need a technician.

Faulty addon cards, network modem etc

Strip it to the bone!!!

Note: no internet get files needed off another PC and copy over with flash drive

IF NO INternet check proxy sections in internet connection options

Basically recommend MBAM or other free, final part of cleanup is install a good AV, clean junk, empty restore points

if can start task manager look for file name out of the ordinary on processes tab.  may have name similar to infection or name with random characters.

OR run process explorer{LINK } if possible, most likely can’t run anything

if not Need to start in safe mode and repeat

Visualizing the internet as a motorway with backlogs, traffic jams and rush hour helps with perspective.

This page is broken into sections to deal with specific aspects of internet access problems.  Remember, these are generalised instructions to address the majority of issues you might encounter.

A couple of  hints…

1. Download and install [AIDA32] to identify unknown hardware.
2. A seperate PC, internet and flash drive is useful for downloading files.

Think about the symptoms and try to seperate the problem functionally.  Is it the network error?  Dialup or Broadband?  An Internet Browser error?  A hardware error?  Not working at all, or just slow?  A combination of the above?

Having decided on the most likely contenders work through the relevent sections in a systematic manner.

Is your Web Browser the problem?

Sometimes Internet Explorer can get messed up

outlook(exress)/livemail may work ok but no browser

Does the internet appear to connect OK but nothing happens?

install firefox

Browser settings/corruption/ie repair

Working offline,

IE Safe mode

toolbars

Check Internet Connection Settings

Frequently arise from proxy settings after Virus infection.

Dialup connection set to do not dial…

ping google.com and 66.102.11.104.  (if ip ok but not name, issue is with DNS) CHeck dns client and DHCP client,

Reset internet settings, browser,

DNS CLIENT service

DHCP Client Servoce

Corrupt Winsock settings NETSH WINSOCK RESET

HOSTS FILE

Wireless

reset wireless

Dialup Internet Not Connecting
Dial up issues are usually quite straight forward, the following information is required and must be correct for a connection to be accepted…

• Dialup phone number
• Username
• Password

Troubleshooting tips

• Restart the computer
• Double check and triple check, username and password
• Check that NO phones are 'off the hook'.  Alternativly unplug all phones, faxes and TV decoders
• Bypass any phone extension cables to modem
• Ensure modem cable is plugged into the wall socket at one end, and 'LINE' socket at computer
• if modem is external ensure it is powered on

What can go wrong?

1. 'User name or password is invalid on the domain', means exactly what it says.  In this case, having tried all known passwords, you need to call your Internet providers' technical support since…

• If you are certain of username and password, a Ghost Connection may still be active.
• If you are uncertain of username or password these can be reset.

Once this is remedied you should have a working connection and any further issues will be with Internet Connection Settings or the Web Browser, both covered further down.

2. 'Line is busy', again exactly as it reads. Most likely a device is off the hook or faulty.  Refer 'Troubleshooting Tips'.

3. If a repair or diagnose option exists for the dialup connection in question, try running that.

4. Corrupt Dialup Connection settings.  Recreate the dialup connection with confirmed username and password.

5. Faulty hardware.  This is covered in HOW TO: Troubleshoot Hardware Issues.

Broadband Internet
NOTE: Frequently changes occur at the ISP end for example hardware and software upgrades, or faults.  This can affect the connection and result in no  internet for you.  Try switching off the modem for 10 seconds and restart it.

Troubleshooting tips

• Restart the computer, and all modem, switch and router devices
• Ensure power is on modem
• Ensure modem telephone cable is plugged into telephone socket
• Bypass any telephone extension cables on modem cable
• Check that all phones have a filter if required.  Alternativly unplug all phones, faxes and TV decoders
• If troubleshooting wireless, try connecting with a network cable while testing.
• Try another computer on this internet connection

Broadband problem (modem to ISP)
Do we have an internet connection at the modem?

Verify the ADSL/DSL and Internet/PPP lights on a broadband modem.  Both of these should be on.

ADSL or DSL refers to underlying broadband protocol.  If not on, a fault exists with the connection to the ISP.  Review the Troubleshooting Tips above and if neccessary contact your provider.

Internet or PPP indicates authentication with your provider (requires ADSL/DSL to be active).  If this is not on either

• the username/password has failed
• your account has been deactivated
• there is a fault at the ISP
• modem is faulty and needs to be replaced
• modem has locked up and must be restarted

TIP: Before replacing hardware, contact your ISP.  There are many things that can go wrong at their end.
TIP: Many broadband modems have a web interface for accessing authentication settings.  Refer user manual for details.

NOTE: Other types of modem may use different terminology for their connection status.

Network problem (modem to computer)
Is the computer talking to the modem?

 First, the basics…

1. Power off any devices, modem, routers etc for 10 seconds.
2. Repair the network connection(XP) or run the Network Diagnostic tool (Vista/7).

Network problems can be complicated by multiple network devices, for example modems, switches and wireless routers.  A broadband modem with a seperate (wireless) router attached should be considered as seperate stages. 

1. Modem to Wireless Router: treat router as if a computer.  Settings required by a PC to connect through the modem, should be replicated in the router e.g a static IP address if applicable.
2. Wireless Router to PC: Router now takes over issuing IP addresses to computers.

Information Gathering: Check network status/details/support tab for the current settings {HOW}

Hardware problems.
This is covered in HOW TO: Troubleshoot Hardware Issues.

Or something more systemic

Failing Hard disk (critical files are corrupt)

'the other end' ie isp

Peak traffic on the internet

Poor internet infrastructure ie New Zealand

internet connection cheap / capped – try speed test

SLOW INTERNET BAD OR NO FILTER ON BB

What next?
Research the symptoms.  It is quite likely someone else has also encountered this problem so it is worth spending time searching some forums on the internet.

Does the same behaviour occur in Safe Mode with Network Support?
If the problem does not occur in Safe Mode then there is a good chance one of your start up applications is causing the problem.  See HOW TO: Control Start Up Applications

A Virus infection may cy cause this

Security software can cause issues.
Try uninstalling all antivirus, antispyware and firewall software installed.  Some of the common ones are Avast, AVG, Avira, Spybot, Adaware, Zonealarm, Comodo etc .

(Re) install latest updates and service pack from Microsoft.
{LINK}

Perform a System Restore
A system restore allows rolling back the computer to an earlier state. More information in HOW TO: Perform a System Restore.

I'm Desperate Options

So, why do they fail?

Ultimately it is the nature of the beast – the current state of hard disk technology is not perfect, but it is good enough.  They provide significant benefit and have easily implementable risk management strategies.

The benefits therefore, outweigh the risk and cost, given that a simple backup process mitigates the majority of risk associated with hard disk use.

Google  commissioned a study of disk failures in their server farms and although there were some correlations, nothing that allowed a conclusive prediction of disk failure was found.

What is normal?
Before we answer that we provide the obligatory disclaimer.

PLEASE NOTE:  Troubleshooting major issues can be problematic outside of a workshop, especially if hardware faults are present.  In such cases the problem could be made worse by attempting repairs. If you are unsure you should seek professional help.

Sound is a very good way to diagnose a hard disk.  Normally a new hard disk is very quiet, you will hear little more than a slight humming.  Possibly, if your hearing is very good, you may hear a slight ‘tapping’ from the drive as data is written or read.

Over time the very fine tolerances of the mechanism wear and slog  (by micrometers probably) which creates the somewhat noisy tapping that is heard from older drives.  This is one reason that companies replace computers on a regular basis, usually every three years or so.

This tapping is not normally a problem in the short term, just a sign of wear and tear.  It becomes a problem when the sounds become abnormal, typically ‘clunking’, ‘grinding’ or ‘graunching’ type sounds.

To properly hear these sounds the disk itself should be removed from the computer.  This way you can get close and hear it accurately without the sound of system fans humming in the background.

Types of failure
Generally there are two types of hard disk failure.

Mechanical failure is where the moving parts give up or wear out, for example motors, bearings and head/platter mechanism failures. This would seem to be the most common.

Symptoms will include strange, possibly repetitive, mechanical, graunching, grinding noises from the disk, especially if it is different from the norm.

You may experience no or intermittant connection to the computer.  It may show up in the drive list, or it disappears almost immediately or when the abnormal noises start.

Logical failure is where the electronics give up.  These problems tend to be more of the ‘it just ain’t working’ variety.

Again, you may experience no or intermittant connection to the computer.  It may show up in the drive list, or not at all, or it disappears almost immediately.  Sounds eminating from the disk will likely be normal.

Other symptoms

• slower than normal data transfer rates
• long startup times (10 minutes plus)
• files/folders disappearing
• error messages about missing files
• not responding messages
• disk errors running windows disk check
• computer crashing
• errors in event logs about disk errors.
• hard disk light inactive or exhibits repetitive pattern

This list should emphasise the fact that a computer can still start up in some circumstances, even be functional, with a failing hard disk.

Temperature can also be a factor when they are failing, working fine for several minutes and then suddenly stopping as if they have overheated.  If  kept cool long enough you may be able to retrieve data.

Diagnosis
Most hard disk manufacturers provide an offline (dos based) diagnostic disk for their drives.  This provides a definitive answer as to disk status.

Identify the manufacturer  (through either hardware properties or physical inspection of the disk) and have a look on their website for the latest version.

If the drive is reported as failing or has errors, the quickest, cheapest and least impact option is to image the drive onto a new hard disk.  Imaging may or may not be successful, depending on the state of the disk.  If unsuccessful you are left with data recovery if possible, and rebuild from ground up.  At this point you should be considering retaining professional assistance.

What Next?
In a perfect world you will already have a backup of your data.  If you don’t and are experiencing the above symptoms, call a technician immediately.  In some cases, files that are lost can be recovered,  however you reduce chance of recovery by continuing to use the computer.

If  data is mission critical and you ‘must have it’, there are data recovery specialists that can, amongst other tricks, disassemble the drive in a laboratory ‘clean room’, extract the disk platter and install into another drive casing.  This will likely come at a substantial cost.

Further Reading
HOW TO: Software Based Data Recovery
HOW TO: Image a Hard Disk