Troubleshooting, testing, and debugging are related but different actions. Troubleshooting involves identifying and fixing problems with software or hardware, testing is done to identify bugs before a product is released, and debugging involves fixing the software code itself to eliminate errors or bugs. Beta testing is valuable for software developers, while hardware testing and debugging is usually done in-house. Debugging can be a complex process, and well-written programs should not have fatal errors. Troubleshooting is usually sufficient for end-users, but bugs can be resolved by developers. When seeking help, it’s important to do your homework beforehand.
Spend some time working or playing on computers and soon you’ll hear three words: troubleshooting, testing, and debugging. While the first two are quite common, their meanings might seem fuzzy or even synonymous. In practice each of these actions is different, although related.
Troubleshooting is the bane of the end user and customer support engineer and begins when software or hardware does not work as expected, resulting in an unexpected or otherwise unsatisfactory result. In many cases, user error is to blame.
The first step in troubleshooting is to cover the basics. Is the software or hardware installed correctly? Is it configured correctly? Have you read the manual and followed all instructions? Perhaps you changed something in your system that precipitated the problem? Have you always used this product or is it a new install?
If this is a fresh install, you can almost be sure that the problem lies with the installation process, particularly in the case of hardware. Hardware requires a device driver (software file) that acts as a bridge or interface between the hardware and the operating system. If the device driver fails, the hardware cannot properly communicate with other system components. Device drivers may not be present or may have been installed in the wrong order for your device.
If the problem lies with hardware that has worked perfectly up until now, the cause could be device driver corruption. Reinstalling the driver may fix the problem. An updated driver might also do the trick. Other times, reseating a component to the motherboard by shutting down the computer, taking the component out, and reinstalling it fixes the problem.
Hardware troubleshooting in Windows operating systems is also available through the Device Manager and Help menus. A yellow exclamation mark next to a component in Device Manager indicates a problem.
Even software that begins to misbehave could be corrupted. Reinstalling can sometimes help, but if a program started working after installing new, unrelated software, there may be a conflict between the two. Firewalls and antivirus programs are notorious for not working well together, and it’s probably wise to stick to just one program in each of these categories, unless you’re an advanced user.
Troubleshooting in general usually involves reading manuals or help files, going through the basics to eliminate user error as a potential cause, and using a search engine to investigate how others they fixed the problem. If there’s one thing you can always count on as an end user, it’s that someone has already put you in their shoes. The internet community is very good at providing help and in most cases the answers can be found with a diligent search.
Testing is the precursor to debugging. Testing is commonly the forte of programmers and advanced users and occurs when a product is new or updated and needs to be tested to eliminate potential problems. The test identifies “bugs” or imperfections so that they can be fixed in the debugging process, before the (next) official release of the product. These “unofficial” releases are known as beta releases (eg 3.0b) and public volunteers are known as beta testers.
Beta testing is a valuable resource for software developers due to the various computer systems involved, combined with the number of hours and scenarios in which the program is used. This eliminates unexpected problems in a way that cannot be effectively achieved using internal debuggers alone. The beta testing phase gives authors a good idea of a product’s availability for the public domain.
Hardware is also beta tested, but because it is financially prohibitive to provide free beta hardware to the public, hardware testing and debugging is usually done in-house. Beta products may, however, be previewed and in some cases distributed in limited numbers to industry insiders at conferences such as COMDEX.
Beta software is specifically made available for testing and is not considered a stable release. Beta testers install beta software at their own risk, and to help software developers identify the source of a problem, they should provide a good deal of information when reporting a bug. The required data varies but generally includes system specifications, beta and build, exact conditions under which the bug occurred, and error message content.
Debugging is the forte of programmers and developers and involves fixing the software code itself to eliminate errors or bugs. The developers try to replicate the bugs reported by the beta version on internal systems in order to fix them.
While there are many types of debugging tools, a simple example is a tool that allows the programmer to monitor program code as they manipulate it to execute various commands and routines. A basic approach is to simplify the code as much as possible where you suspect the problem, while continuing to replicate the problem, narrowing down to potential problem lines. In reality, debugging is a complex process that requires different approaches based on factors such as the complexity and length of the software code itself and the language in which it is written.
Debugging can be a tiring task, even though some languages are easier to debug than others. Java, for example, includes routines that handle exception errors. An exception error occurs when the program encounters a situation that must be resolved before the program can continue successfully. In this case an internal routine starts a “search” within the various levels of software code, looking for an answer to the problem. If a fix cannot be found, a fatal exception error occurs and the program closes. The resulting error message may include a memory address or other cryptic data that won’t help the user but may be useful for debugging. Well written programs should not have fatal errors.
Older programming languages like C or assembly aren’t as transparent and don’t handle errors as efficiently. Debugging programs written in these languages can test the debugger’s skills and patience.
Fortunately for the end user, commercially available software has already been debugged for major flaws. For this very reason, most of the problems encountered by the end user are within the scope of troubleshooting and can be resolved by the means mentioned above. On those occasions when an end user encounters a bug, going through troubleshooting motions can reveal a solution until the bug is fixed by the developer.
When asking for help on a web forum or newsgroup, be sure to do your homework beforehand. Problem solving takes time, and people who volunteer to help appreciate someone who put the effort into finding answers. Investigating an issue that has been repeatedly asked and answered won’t win you any friends and is considered bad netiquette.
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