IT Case Study #1: External Monitor Troubleshooting
Client: Corporate IT User (Redacted)
Date: September 2025
Category: Corporate IT – End User Services
📌 The Issue
A user reported that one of their external monitors was not powering on, while the second was mirroring the laptop display. At first glance, this appeared to be either a hardware failure or a connection issue.
🔍 Troubleshooting Steps
Power & Connections – Confirmed the affected monitor was powered on and securely connected to both the docking station and power source.
Cable Swap Test – Recommended swapping HDMI/DisplayPort cables between the two monitors. This would isolate whether the issue followed the cable or stayed with the monitor.
Monitor Isolation – If one display remained unresponsive after cable testing, the issue would likely be hardware-related.
✅ Outcome
The user confirmed the issue was resolved after rechecking the connections and swapping cables. The monitor returned to normal operation without needing further escalation.
💡 Lessons Learned
Start with power and cabling — most display issues originate here.
Guide users to swap components (cables/ports) to isolate problems quickly.
Clear, structured communication prevents over-escalation and empowers users to self-resolve.
🪖 Commander’s Note
This case demonstrates how structured troubleshooting not only solves technical problems but also builds user confidence. IT isn’t always about complex fixes — often, it’s about guiding people through simple but effective steps.