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PC Troubleshooting
Copyright © PrepMasters, All Rights Reserved
Spencer Spencer SealeSeale
About Your InstructorB.A. in Business10 Years IT Training Experience 4 Years Experience as Tech Support Supervisor
Independent Training Consultant
Meet & Greet Quick introduction:
Name Work What are your expectations of this class? What experience do you have on this
subject?
HousekeepingClass meets Mon-Thurs Evenings 6:00pm – 9:00pm
Bathrooms – down hall on right
Vending Machines – one building over
Fire Exits – front door CELL PHONES
Preflight Check1. Get comfortable
• Temperature• Chair• Trip hazards
2. Do you have a handout?3. Take NOTES!
• Do you have pen and paper?
Reading Suggestions Computer Repair with Diagnostic
Flowcharts by Morris Rosenthal A Guide to Customer Service Skills for
the Help Desk Professional by Donna Knapp
See Student Handout
Course Prerequisites
Do you have basic customer service training?
Have you taken a class on Windows support or experience with supporting Windows?
Pre-Course Announcement PC Troubleshooting
Learn the LATEIP method of how to get to the core problem.
Module 1
Basic Troubleshooting
Objective Learn and understand the LATEIP
method of troubleshooting.
Why use LATEIP? To get to the CORE problem
Spencer’s learning experience
LATEIP Method LISTEN intently ASK specific questions TRY a solution ELIMINATE possibilities IDENTIFY the issue PROPOSE a solution
LISTEN Let the client explain the issue (and
possibly vent a little). When the client has finished talking,
Paraphrase the problem as you understand it, using your own words.
This lets the client know you listened and understand their concern.
p. 2
LISTEN Let the client explain the issue (and
possibly vent a little). When the client has finished talking,
P_________ the problem as you understand it, using your own words.
This lets the client know you L_______ and understand their concern.
p. 2
ASK questions Be specific in your questions.
This reinforces that you listened. This also begins the process of getting to the core problem.
Examples: “Can you please describe the problem?”“When did the problem begin to occur?”“What were you doing when the problem
began?”
p. 2
ASK questions Be S________ in your questions.
This reinforces that you listened. This also begins the process of getting to the C___ P_______
Examples: “Can you please describe the problem?”“When did the problem begin to occur?”“What were you doing when the problem
began?”
p. 2
TRY a Solution Make an attempt that is logical based on
the information you have so far. Ask your self what are possible causes? Document your attempt and the results
so you may back track if necessary.
p. 2
TRY a Solution Make an attempt that is L______ based
on the information you have so far. Ask your self what are possible causes? D________ your attempt and the results
so you may back track if necessary.
p. 2
ELIMINATE Possibilities Take steps to eliminate obvious causes to help
you get to the core problem.
p. 2
ELIMINATE Possibilities Take steps to eliminate obvious causes to help
you get to the C____ problem.
p. 2
LATE LOOP Steps 1 – 4 (L,A,T,E) will most likely need to
be repeated a few times to get to step 5. This is referred to as the LATE Loop.
p. 2
LATE LOOP Steps 1 – 4 (L,A,T,E) will most likely need to
be repeated a few times to get to step 5. This is referred to as the L____ L_____.
p. 2
Possible Problems Power related
o Not plugged ino Battery dead
Service relatedo No phone service
Equipment Relatedo Defective unito Phone line o Power cord defective
What is the Core Problem? Use the LATE Loop to get to the core
problem.
IDENTIFY the Issue
After a few LATE loops you may now know exactly what the problem is. As with step 3, you want to document what you think the issue may be.
p. 2
PROPOSE a Solution
If the client is present, explain (in non-technical jargon) what you are going to do and why.
If you can solve the issue, do it right away. Sometimes this solution may not be
immediate, which is why you should communicate it well to the client.
p. 3
Mnemonics for LATEIP Larry Always Tries Elevators In Public Little Airplanes Traverse Equator In Peril Large Animals Trample Endlessly If
Provoked
You can make one up as well, if it’s easier to remember
LATEIP Method L_________ A________ T_________ E_________ I__________ P_________
LATEIP Method LISTEN intently ASK specific questions TRY a solution ELIMINATE possibilities IDENTIFY the issue PROPOSE a solution
Quiz
Q. What is the LATE LOOP?a. Listen, Ask, Try, Eliminateb. A method of troubleshooting devised to get to the core problem.c. both a and bd. A reason why many freshmen fail out of college
p. 2
Quiz
Q. What is the LATE LOOP?a. Listen, Ask, Try, Eliminateb. A method of troubleshooting devised to get to the core problem.c. both a and bd. A reason why many freshmen fail out of college
p. 2
Review To learn and apply the LATEIP method of troubleshooting.
L______ A_____ T______ E______ I______ P______
Questions
15 Minute Break
Next Module Module 2 – Microsoft Windows XP Basics.
See you after break!
Please be back in 15 Please be back in 15 MinutesMinutes
Thank You for Learning!!
