5. Troubleshooting & Support Flashcards
List CompTIA’s troubleshooting model
- Identify problem
- Search Internet if needed
- Establish theory
- Test theory
- Establish plan
- Implement solution or escalate
- Verify full system functionality
- Document findings/lessons
6 things to do when identifying a problem?
ACCORDING TO CompTIA’s troubleshooting model
- Gather info
- Duplicate problem, if possible
- Question users
- Identify symptoms
- Determine if anything has changed
- Approach multiple problems individually
3 things to do when establishing a theory?
ACCORDING TO CompTIA’s troubleshooting model
- Question the obvious
- Consider multiple approaches
- Divide & conquer
What to do if the tested theory is confirmed?
ACCORDING TO CompTIA’s troubleshooting model
Determine next steps to resolve problem
What to do if the tested theory is not confirmed?
ACCORDING TO CompTIA’s troubleshooting model
Establish new theory or escalate
What should you tell the user when troubleshooting?
Describe the symptoms of the problem & the status of the computer
3 questions to ask the user when troubleshooting?
- “How many people are affected by this problem?”
- “When did the problem first occur?”
- “What might have changed?”
3 typical solutions to any troubleshooting problems?
- Repair
- Replace
- Ignore
If repair or replacement isn’t cost-effective, consider finding a workaround or simply documenting the issue and moving forward.
Basic technique when troubleshooting a cable, connector, or device?
Have a duplicate to test by substitution
The user’s item can be damaged or not working, which may be the problem, rather than the PC itself. The duplicate helps confirm that.
What is the search engine’s " syntax used for?
this syntax is not always supported by all search engines. Also, there may be additional requirements (for example in Google you have to enter an advanced query within square brackets).
Specifying a match to the exact phrase typed
i.e. "Monty Python"
What is the search engine’s + syntax used for?
this syntax is not always supported by all search engines. Also, there may be additional requirements (for example in Google you have to enter an advanced query within square brackets).
Describing words that must be found in the documents
i.e. "snake +Python"
What is the search engine’s - syntax used for?
this syntax is not always supported by all search engines. Also, there may be additional requirements (for example in Google you have to enter an advanced query within square brackets).
Excluding documents containing specified word
i.e. python -Monty
What is the search engine’s OR /| syntax used for?
this syntax is not always supported by all search engines. Also, there may be additional requirements (for example in Google you have to enter an advanced query within square brackets).
Show documents that include either of the words
i.e. snake | Python
What is the search engine’s * syntax used for?
this syntax is not always supported by all search engines. Also, there may be additional requirements (for example in Google you have to enter an advanced query within square brackets).
Representing unknown words between known ones
i.e. genius * python
* is a stand-in for any number of unknown words between known words. i.e. apple * delicious asks for any phrase where apple is followed by any other word(s) and then delicious
What do throughput rates describe?
i.e. 30Mbps, 20KBps, etc.
How much data is transferred over a link
