1. Troubleshooting

Question 1

Six steps for troubleshooting

Answer 1

1. Identify the problem
2. Establish a theory of probably cause
3. Test the theory to determine cause
4. Establish a plan of action and implement the solution
5. Verify system function
6. Document findings

Question 2

What is the process of finding the cause of a problem as well as its solution

Answer 2

Troubleshooting

Question 3

Identify the problem involves

Answer 3

• Questioning the user regarding what they were doing when the problem occured. Inquire about the programs they had open and running at the time of the problem. Ask what steps they took, if any, to fix the problem themselves
• Observing the symptoms yourself, if possible. Is there an error message still on the screen? Can the user repeat the steps that caused the issue
• Finding evidence of what events or errors happened within the system, if possible. Examples include error message codes, or system and application log entries
• Determining whether the problem followed something else new or unexpected. Ask the user if there has been recent changes in the computing infrastructure, business environment, or user procedures
  *

Question 4

Establish a theory of probably cause involes

Answer 4

• Using your knowledge of common symptoms for various problems
• conducting research based on the symptoms

Question 5

Verify full system functionality guidelines

Answer 5

• The best person to verify functionality is often the user who encountered the problem
• If possible, implement preventative measures to prevent the problem from arising in the future