Troubleshooting Technical Problems

Have you ever done an Operating System update only to have something break like your wireless networking? Follow these steps to resolve the issue quickly and without a lot of drama. Let’s see how it works in practice since sometimes these things can get complicated. One problem might have a simple fix but sometimes you will discover another issue that makes the solution more complicated.

Here’s an example following using Cisco’s eight-step troubleshooting method to fix your network:

  1. Define the problem.
  2. Gather detailed information.
  3. Consider probable cause for the failure.
  4. Devise a plan to solve the problem.
  5. Implement the plan.
  6. Observe the results of the implementation.
  7. Repeat the process if the plan does not resolve the problem.
  8. Document the changes made to solve the problem.

For our example the wireless network wouldn’t get an IP address after the OS upgrade. To resolve this we could simply try to revert back to the previous build. Or we can see if the issue can be resolved correctly by updating the wireless drivers. Here’s the updated plan…

Troubleshooting Wireless on Acer Laptop after Windows 10 upgrade

  1. Define the problem.
    – wireless network wouldn’t get an IP address after the OS upgrade
  2. Gather detailed information.
    – Windows 10 Insider Build 21292 rs prerelease 210108-1514
    – Laptop is Acer Aspire A715-71G
  3. Consider probable cause for the failure.
    – drivers need to be updated for new OS install
  4. Devise a plan to solve the problem.
    – download new drivers from Acer: https://www.acer.com/ac/en/US/content/support-product/7296?b=1&pn=NX.GP8SV.005
    – since our networking isn’t working we need to try Ethernet cable to download since wireless is down
    – install new drivers
  5. Implement the plan.
    – plug in ethernet cable to router
    – get an ip address
  6. Observe the results of the implementation.
    – during this process we got stuck as another problem was encountered. Now we need to decide to investigate and resolve this issue or revert back to previous build and not resolve these two issues directly
  7. Repeat the process if the plan does not resolve the problem.
    – now we have a new issue to work on and can follow this exact same process to see if we can fix the ethernet issue
  8. Document the changes made to solve the problem. – This should be step one. Start by copying this block of text and editing it for your specific use case…
    – open a support case
    – capture notes as you go along to have accurate records about exactly what steps were taken
    – since we’re using an insider build we agreed to share feedback about what issues we encountered and help make the next version better for others

Troubleshooting Ethernet on Acer Laptop after Windows 10 upgrade

  1. Define the problem.
    – ethernet network wouldn’t get an IP address after the OS upgrade
  2. Gather detailed information.
    – Windows 10 Insider Build 21292 rs prerelease 210108-1514
    – Laptop is Acer Aspire A715-71G
  3. Consider probable cause for the failure.
    – drivers need to be updated for new OS install
  4. Devise a plan to solve the problem.
    – download new drivers from Acer: https://www.acer.com/ac/en/US/content/support-product/7296?b=1&pn=NX.GP8SV.005
    – since our wireless networking isn’t working and now we know the Ethernet isn’t working too we need to use another computer to download the drivers to see if that resolves this issue
    – once the drivers are downloaded on another computer we can copy them to a USB Flash Drive (UFD) and then use that UFD to move them to the device having the network issues
    – install new drivers
  5. Implement the plan.
    – update drivers
  6. Observe the results of the implementation.
    – get an ip address
  7. Repeat the process if the plan does not resolve the problem.
    – now that we solved this issue we can follow this same process to see if we can fix the wireless issue
  8. Document the changes made to solve the problem. – This should be step one. Start by copying this block of text and editing it for your specific use case…
    – capture notes as you go along to have accurate records about exactly what steps were taken
    – since we’re using an insider build we agreed to share feedback about what issues we encountered and help make the next version better for others
    – to prepare for future update problems with drivers it is suggested that we keep a copy of all drivers needed on the local hard drive or on a USB drive handy for this type of situation

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