Question

What steps should you take to troubleshoot issues such as a crash? What might cause a crash? What resources can you access to help you in the event of a crash?

Answer 1

Free up RAM by closing other open programs.

Every piece of software uses Random Access Memory (RAM). The more software that's running on your computer, the more RAM it uses. This can be especially problematic if you're using older machines that don't have a lot of RAM. So if a software program refuses to load or is running slowly, the first thing to do is to close all other open applications.

If you want to find out which open applications might be hogging your RAM, both Windows and Macintosh operating systems (OS) have tools that display this information:

• In Windows, hit Ctrl+Alt+Delete, then choose the Start Task Manager option. From the window that appears, click the Processes tab, then click the Memory menu item. This sorts all open processes based on the amount of RAM they're using. You can shut down a runaway process by clicking the End Process button. Before you do that, you may want to do a bit of research on the process to ensure that you don't accidentally stop a critical process or program.
• In Mac OS X, use the Activity Monitor (called the Process Viewer in older versions of OS X). Access the Activity Monitor by going to Applications > Utilities. Once you've called up the Activity Monitor, sort programs based on RAM usage by clicking the column labeled "Real Memory."

2. Restart the software.

Software problems can stem from a conflict with other programs or simply from difficulties the software encountered when starting up. Shutting the program down and restarting it can sometimes resolve these issues.

3. Shut down and restart your computer.

If restarting the problematic program doesn't resolve the issue, try rebooting your computer. Once the computer has fully restarted, re-launch the application in question and see if the problem has been resolved.

4. Use the Internet to find help.

No matter what software problems you encounter, chances are it's happened to someone else. So there's a good chance you can find help on the Internet. Here are a few places to get started:

• Search for answers: In your search engine query, include the software program name and version, the problem you encountered, and the circumstances under which the problem occurred. If you received a specific error message, enter the exact error message text, along with the name of the application.
• Check the vendor's website: Most software vendors provide some form of product help, such as answers to frequently asked questions, product documentation, or user discussion forums.
• Check other websites: TechSoup's article Learning About Technology Online lists a number of other websites that offer technology tutorials, articles, and discussion forums.

5. Undo any recent hardware or software changes.

Changes to software and hardware can sometimes cause software problems, such as:

• Conflicts with other software: Newly installed software may conflict with other software. For example, Symantec Norton Antivirus can conflict with competing antivirus products. So, if you recently installed another antivirus program and Norton Antivirus no longer works correctly, uninstalling the other antivirus product could solve your problem.
• Changes to computer settings: Undo any recent changes to your computer's settings, and try launching the software again. For example, the Windows Control Panel includes an option to "Set Program Access and Defaults," which allows you to disable access to certain applications. If you accidentally disable access to a program here, the program may not run.
• Conflicts with new or improperly configured hardware, such as scanners and printers. If you've recently connected new hardware to one of your computers, try disconnecting the hardware and see if that corrects the software issue.

6. Uninstall the software, then reinstall it.

Sometimes, software problems occur because critical application files have been removed, updated, or deleted. For example, many Windows applications use Dynamic Link Library (DLL) files to perform basic tasks. Often, several applications will use the same DLL file. If you've recently removed one program from your computer, it's possible you removed DLL files that another program relied on. Similarly, adding a program could add or update DLL files. Applications that were dependent on those DLL files may become unstable or stop working entirely.

To ensure that all the necessary files are intact, you can completely uninstall the problematic software, then reinstall it. Even if you remove a program using its built-in uninstall wizard (if it includes one), it's still a good idea to check your hard drive's Program Files folder — usually located on the C drive — for any remnants of the program, and delete any files or folders you find.

Before reinstalling, check to see if there's a new version of the program available. The vendor or developer might have introduced bug fixes that address the issue you're having.

7. Look for software patches.

Software vendors may also fix bugs by issuing patches — small software updates that address known problems. Even if you're using the most current version of the software, there may be a more recent patch available for that version.

8. Scan for viruses and malware.

Viruses, spyware, and other forms of malicious software (or "malware") can cause software to freeze, crash, or quit working entirely.

If tips 1 through 8 haven't helped solve your software problem, you may also want to scan the computer using both antivirus and anti-malware tools to find and remove viruses and malware. Use the most thorough scan mode available, and remember to restart your machine if the antivirus or anti-malware programs found any threats.

9. Check for a firewall conflict.

Some organizations may choose to install personal firewall software on each computer, rather than a centralized hardware or software-based firewall. Personal firewalls can be an important line of defense against hackers and other security threats, but they can also cause software conflicts.

Firewalls frequently display messages asking whether it should allow a program to run or block it. Therefore, it's possible to accidentally tell the personal firewall to block a program from running. Check the firewall's settings to see if the problematic software was added to the firewall's list of programs to block. If so, change the firewall's settings to allow the software to run, then check to see if you're still having issues with your software.

10. Boot up in Safe Mode.

Some software malfunctions can be caused by OS settings or other system problems. Windows and Mac operating systems both offer a troubleshooting environment known as Safe Mode. Safe Mode disables non-critical applications and processes, which theoretically makes it easier to isolate problems.

Most Windows computers allow you to enter Safe Mode by pressing the F8 key as your computer is booting up. On a Mac, enter Safe Mode by pressing the Shift key while your computer boots up (or immediately after it boots up).

Once your computer is in Safe Mode, launch the problematic software and try to replicate the problem you had while your computer was in normal mode. If you don't have the same problem in safe mode, there's a good chance that the issue was caused by your OS or another program, not by the application you are troubleshooting.

11. Defragment your hard drive.

As a final troubleshooting step, you might defragment your computer's hard drive. Defragmenting rearranges your hard drive's file structure so that the system runs more efficiently. Defragmenting will probably be most useful if you're experiencing overall sluggishness on your computer, because defragmenting is meant to make your entire system run faster. Note that defragmenting a hard drive applies primarily to Windows-based computers

Cause

Computers crash because of errors in the operating system (OS) software or errors in the computer hardware. Software errors are probably more common, but hardware errors can be devastating and harder to diagnose.

A variety of hardware components must function correctly in order for a computer to work. These components, like many things, age over time and can develop faults. Unfortunately, these faults are often transient, and can be hard to diagnose because they do not appear consistently. The system power supply can fail in this manner. Normally a computer's power supply converts alternating current to clean direct current. If it starts to fail, the computer can crash accidentally when the power supply generates a noisy signal. The random access memory (RAM) can also fail in an intermittent way, particularly if it gets hot. Because the values RAM stores get corrupted unpredictably, it causes random system crashes. The central processing unit (CPU) can also be the source of crashes due to excessive heat. The (often loud) fans on most common computers are there to prevent this type of crash, though they may eventually fail. The fans that bring cooling air into the case also carry dirt and dust inside. This dirt can accumulate and cause intermittent short circuits as the dirt blows around. Fortunately, compressed air or a vacuum cleaner easily gets rid of the dirt. Still other hardware problems that can cause crashes are trickier to identify and require software tests or sequential replacement of components.

Answer 2

When troubleshooting a crash or any technical issue, it's essential to follow a systematic approach to identify and resolve the problem effectively. Here are the steps to take when troubleshooting a crash:

1. Observe and Document: Take note of any error messages, error codes, or unusual behavior leading up to the crash. Document as much information as possible about the system's state, recent changes or updates, and any specific actions that preceded the crash.

2. Reproduce the Issue: If possible, try to recreate the crash by repeating the same actions or scenario that caused it. Reproducibility can help isolate the root cause.

3. Check for Software Updates: Ensure that all software, drivers, and operating system components are up-to-date. Sometimes crashes are caused by outdated or incompatible software.

4. Review System Logs: Check system logs and event viewer entries for any error messages or warnings related to the crash. System logs can provide valuable information about the issue.

5. Run Diagnostics: Use built-in diagnostic tools or third-party software to run system checks and hardware diagnostics. This can help identify any hardware-related issues.

6. Check for Overheating: Excessive heat can cause system crashes. Ensure that the computer's cooling system is working correctly, and check the temperature of critical components.

7. Test Hardware: Run hardware tests to check for any faulty components, such as memory, hard drives, or graphics cards.

8. Roll Back Recent Changes: If the crash occurred after a recent software or system update, consider rolling back the changes to see if the crash persists.

9. Check for Malware: Perform a thorough malware scan to rule out the possibility of a virus or malicious software causing the crash.

10. Reinstall Drivers and Software: If specific drivers or software are suspected to be the cause, consider reinstalling or updating them.

11. Perform Clean Boot: Temporarily disable non-essential startup programs and services to check if any conflicts are causing the crash.

12. Seek Help from Online Communities: Online forums and communities often have experienced users who might have encountered similar issues and can offer guidance.

Resources to access for help in the event of a crash:

1. Technical Support: Contact the manufacturer or developer's technical support for assistance with hardware or software-related issues.

2. Online Knowledge Bases: Many software developers maintain comprehensive knowledge bases and support articles to troubleshoot common issues.

3. Forums and Communities: Participate in online forums or communities where users discuss technical problems and solutions.

4. Troubleshooting Websites: There are numerous websites dedicated to providing step-by-step guides for troubleshooting various computer issues.

5. Professional Technicians: If the issue is complex or beyond your expertise, consider seeking help from professional technicians or IT support services.

By following these steps and utilizing available resources, you can identify and resolve crashes effectively, keeping your system stable and running smoothly.

Answer 3

Troubleshooting a crash involves identifying the root cause of the problem that led to the crash and resolving it. Here are the steps you can take to troubleshoot a crash:

1. Document the Error: When the crash occurs, note down any error messages, codes, or patterns that appear on the screen. These can provide valuable clues about the cause of the crash.

2. Reproduce the Crash: If possible, try to reproduce the crash. Note down the steps or actions that lead to the crash, as this can help you isolate the issue.

3. Check for Recent Changes: Determine if any recent changes were made to the system, such as installing new software, updating drivers, or modifying configurations. Uninstall or revert these changes to see if the crash is related to them.

4. Check for Overheating: Overheating can cause crashes, especially in computers. Ensure that the system's cooling components (fans, heat sinks) are functioning correctly and that the device is not placed in a poorly ventilated area.

5. Update Drivers and Software: Outdated or incompatible drivers and software can lead to crashes. Make sure to update drivers (graphics, audio, network, etc.) and software (operating system, applications) to their latest versions.

6. Scan for Malware: Malware and viruses can also cause crashes or instability. Run a full system scan using reliable antivirus software to check for any infections.

7. Check Hardware: Faulty hardware components, such as RAM, hard drive, or graphics card, can lead to crashes. Use hardware diagnostic tools to check for hardware issues.

8. Monitor System Resources: Monitor system resources like CPU usage, RAM utilization, and disk activity during normal operation and when the crash occurs. This can help identify resource-intensive processes that may be causing the crash.

9. Check Event Logs: Review system and application event logs for any error messages or warnings that coincide with the time of the crash. Event logs can provide valuable insights into what went wrong.

10. Use Safe Mode: Boot the system into Safe Mode, which loads only essential drivers and services. If the crash doesn't occur in Safe Mode, it indicates that the issue may be caused by third-party software or drivers.

11. Seek Online Forums and Support: Look for online forums or support communities where others may have experienced similar crashes. There might be specific solutions or workarounds available.

12. Backup Data: If the crash is severe, and you suspect a hardware failure, it's essential to back up your data as soon as possible to prevent data loss.

Causes of a crash can vary widely, ranging from software glitches and conflicts to hardware failures or overheating issues. In some cases, a crash can result from a combination of factors.

Resources you can access to help you in the event of a crash include:

• Official Support: Check the official support website of the operating system or software that crashed for troubleshooting guides, knowledge base articles, and contact information for technical support.

• Online Forums and Communities: Look for online forums or communities where users share their experiences and solutions related to crashes. Websites like Reddit, Stack Exchange, or specific product forums can be helpful.

• Knowledge Bases and FAQs: Many software and hardware manufacturers maintain comprehensive knowledge bases and frequently asked questions (FAQ) sections to assist users with troubleshooting common issues.

• Diagnostic Tools: Some operating systems and hardware manufacturers provide built-in diagnostic tools that can help identify and resolve issues.

• Professional Support: If you've exhausted all options, and the crash persists, consider seeking help from a professional technician or the official customer support team.

Remember, troubleshooting crashes can be a complex process, and it's essential to approach it methodically and patiently to identify and resolve the underlying issue successfully.