1.6 Troubleshooting Methodology

Question 1

What should you do before you put a plan into action?

Answer 1

Consider the possible outcomes of the fix action.

Question 2

In which step of the troubleshooting process do you question the obvious?

Answer 2

The third step, in which you establish a theory of probable cause.

Question 3

Why is it important to ask a user questions when first hearing about a problem.

Answer 3

To help you classify the problem in terms of nature and scope.

Question 4

During the troubleshooting process, what should you do if implement a solution but find that it didn’t solve the problem as anticipated?

Answer 4

Establish a new theory or escalate.

Question 5

If there are errors during the Power-On Self-Test (POST), how does the computer tell you what the problem is?

Answer 5

It emits a sequence of beeps that act as a code for the type of problem.

Question 6

What would you need to do if you wanted a computer to always look for a bootable CD before looking to the local hard drive?

Answer 6

Set the BIOS boot sequence to check the optical drive before the hard disk drive.

Question 7

While you are performing troubleshooting, a program is not responding and will not close when the exit button is clicked. how can you end the frozen program without losing all your other work?

Answer 7

Press Ctrl+Alt+Del, start the Task Manager, and end the task from the Applications tab.

Question 8

What command would you use if you wanted the computer to obtain an IP address from the network host?

Answer 8

ipconfig /renew

Question 9

If technicians are attempting to replicate a problem reported by a user, what are they doing?

Answer 9

Trying to cause the issue to happen again so they can see it for themselves.

Question 10

What command would you enter if you wanted to test the integrity of the E drive and repair any errors that are found?

Answer 10

chkdsk E: /f

Question 11

What command would you use if you wanted a computer to drop its current IP address.

Answer 11

ipconfig /release.

Question 12

After performing the standard troubleshooting steps, your built-in Ethernet port still isn’t functioning. Which option should you check before escalating the problem?

Answer 12

The system BIOS

Question 13

Why should you consult your hardware manufacturer’s documentation prior to attempting a Do-It-Yourself fix?

Answer 13

You might void your warranty if you tinker with the hardware.

Question 14

You are advising a colleague about best practices when troubleshooting. You have suggested the following actions to help identify the problem: Gather information, duplicate the problem, question users, identify symptoms, and approach multiple problems individually.

If you are following the troubleshooting model, what other piece of advice should you give?

Answer 14

Determine if anything has changed.

Question 15

After resolving a problem for a user, what can you do to help avoid similar problems in the future?

Answer 15

Document lessons learned and implement preventive measures.

Question 16

You cannot access the wireless network. In Device Manager, you see a small red X near the network adapter. What does this indicate?

Answer 16

The device has been disabled.

Question 17

How should you approach troubleshooting when there are multiple levels of work?

Answer 17

Consider multiple approaches, prioritize each level, and divide and conquer.

Question 18

If you purchase and install a third-party graphics card into your workstation, what should you do to ensure its proper operation?

Answer 18

Disable the onboard graphics card.

Question 19

if you plan on diagnosing a problem by searching technical forums or other Internet recourses, what information should you provide if you are getting an error message?

Answer 19

The exact text of the error message.

Question 20

You just connected a monitor to your VGA port, but the monitor is showing the same thing that is on your laptop screen. What do you need to do in order to have different applications open on each display?

Answer 20

You need to go to the Display options and select the option to extend the desktop across all displays.

Question 21

What is the most important question to ask a user when trying to determine what a problem is, and why?

Answer 21

Ask “What has changed?” because the thing that has changed is usually responsible for the problem.

Question 22

What is a symptom of a computer’s power supply beginning to fail?

Answer 22

Computer reboots randomly, usually on startup.

Question 23

Once a theory is confirmed, meaning that you have found the root cause of a problem, what should you do next?

Answer 23

Determine the next steps to resolve the problem.

Question 24

What is a symptom of an overheating computer?

Answer 24

The computer locks up, freezes, or shuts down.

Question 25

What is the last step of the troubleshooting process?

Answer 25

Document your findings, actions, and outcomes in a knowledge base.

Question 26

If you are experiencing a problem caused by an outdated driver, where should you look to update it?

Answer 26

The Support section of the manufacturer’s website.

Question 27

What is the first step in the CompTIA troubleshooting model?

Answer 27

Identify the problem by gathering information.

Question 28

What should you do when you suspect that there are multiple issues to troubleshoot?

Answer 28

Address each issue individually?

Question 29

You notice that your monitor is flickering a lot. What is a likely explanation for this issue?

Answer 29

The refresh rate may be too low or too high.

Question 30

You press the power button on a computer, but it does not start. What is the first thing that you should do when diagnosing this problem?

Answer 30

Check physical connections and power sources.

Question 31

When you start a troubleshooting discussion with a user, what should you have them do?

Answer 31

Give you the status of the computer, including any error messages or unusual conditions.

Question 32

What are grinding noises coming from the system most likely a warning sign of?

Answer 32

The hard drive is physically damaged.

Question 33

Manufacturer websites are a great source for what types of recourses?

Answer 33

Manuals, drivers, and knowledge bases.