5.0 Hardware + Networking Troubleshooting Flashcards
5.1-5.7
1
Q
- 1 Change Management -change control
- What is it?
- What does it reduce?
A
- formal process for managing any changes that might occur in our environment.
- Donwtime and mistakes
2
Q
- 1 Change Management- planning process
- What factors should you decide before implmenting a change?
A
-know the potential risks and possible downtime
3
Q
- 1 Change Management- recovery plan
- What is this?
- Ways to test an update without breaking the main system?
A
- A way to revert a change
- duplicate server to test changes
4
Q
- 1 Change control committee
- What does it approve/dissaprove?
A
-Documented changes, and when to schedule the change
5
Q
- Identify the problem (Troubleshooting process)
- WHat do you do?
- How is change control helpful here?
- What should you check?
- Identify the problem (Troubleshooting process)
A
- Gather information, duplicate the problem, identify the symptoms
- Helps seperate multiple problems into different timeframes
- help desk tickets, log files
6
Q
- 1 Establish a theory
- How?
A
-Make a list of all of the possible causes, easiest to hardest
7
Q
- 1 Test the theory
- What happens if you confirm the theory?
- What happens if the theory doesn’t work?
A
- Determine what to do next
- Establish a new theory or escalate
8
Q
5.1 implement the solution
A
9
Q
- 1 create a plan of action
- Minimize ___
- Identify __
A
- negative impact
- potential effects
10
Q
- 1 implement the solution
- Fix the issue(timeframe)
- Escalate as necessary(who)
A
- During change control timeframe
- 3rd party or inhouse
11
Q
- 1 verify full system functionality
- How to check if it’s fixed
- prevent from happening again
A
- Test, and have a customer check
- implement preventative measures
12
Q
- 11 Document findings
- What can you build to preserve this information?
- What effect did you actions have?
A
- knowledge base
- their outcome
13
Q
- 2 hardware problem where your computer shuts down and powers off suddenly
- What type of issue would cause this reaction?
- What hardware problems could cause this?
- What Windows programs would use use to check this?
A
- Overheating type, which is shutoff to avoid damage to hardware
- bad airflow, heatsinks or fans
- Device manager, Event Viewer, or hardware scan
14
Q
- 2 computer suddenly locks up
- Why does this kind of issue occur?
- Check the extent of the problem
- What hardware problems could be causing this?
A
- System has low resources
- Check drive and NIC lights, try ctrl-alt-delete
- Low storage or memory
15
Q
- 2 POST(Power On Self Test)
- What does it test?
- When do you know it has a problem?
A
- Hardware test for CPU, video output and enough memory
- When the system begins beeping
16
Q
- 2 Screen issues
- your computer has no video on the screen at all, no messages, and everything stays completely blank
- If you a bad video card, how would you check it
A
- video problem
- BIOS configuration
17
Q
- 2 Boot issue
- your system complains that the date and time is not accurate(solution?)
- Booting from an invalid device?
A
- replace the battery that’s on the motherboard.
- Look at the boot order, and set it closer to the top
18
Q
- 2 constantly rebooting system
- What causes(hardware)
- How can you solve?
- What causes(software)
- How can you solve?
A
- power supply, or loose connector
- replace with known good spare
- bad driver/BIOs config
- Reboot in safe mode or last known config(F8 for BIOS)
19
Q
- 2 no power
- What would you use to test the source of the power failure?(device)
- Use fans to check(how)
- Check power supply(how)
A
- multimeter
- COnnect them directly to the power supply or fan controller
- Use multimeter or power supply tester to check voltage
20
Q
- 2 airflow
- What could cause airflow problems?(overheating)
A
-fans not working, loose heatsink, dirty
21
Q
- 2 computer sensors(BIOS)
- What is a program for monitoring computer temps
A
-HWMonitor
22
Q
- 2 check airflow
- How?
A
-Put your hand outside the case + do a visual check to see if there’s anything blocking airflow
23
Q
- 2 computer noises
- What should you check for if there are grinding noises?
- Scarping noises?
- Clicking noises?
- loud pop and smell smoke
A
- Loose parts
- Problem with hard drive
- Hard drive or fan related
- blown capacitor
24
Q
- 2 computer seems to stop working intermittently
- Why?
- Fix?
- Whwat if you can’t fix?
A
- Bad adapter card installation
- Reseat the card, or tighten connectors
- Get a new part
25
Q
- 2 indicator lights
- Motherboard lights show what?
- Network interface lights?(link lights)
- What can the network interface lights look like depending on speed and activity
A
- info as computer is booting and booting process(like errors)
- lights up when connected to ethernet
- different colors and blinking lights
26
Q
- 2 burning smell
- What could this indicate?
- What should you do?
- What should you do once the system is cooled down?
A
- Significant hardware issue
- Unplug your computer immediately
- Locate smoking area by smell and replace parts
27
Q
- 2 BSOD(stop screen)
- What should you do?
- If you’re troubleshooting?
A
- Restart the system
- Check it’s event log
28
Q
- 2 Spinning Ball of Death(MacOS)
- Why does this happen?
- How can you fix?
A
- application in use, a bug, bad hardware or slowdown
- Restart the system, access the console logs
29
Q
- 2 Where recovery logs are stored
- Windows
- Linux
- MacOS
A
- Event Viewer and c:\Windows\ntbtlog.txt.
- /var/log
- Utilities folder
30
Q
- 2 error message
- What should you do when you see one(troubleshooting)
- How can you find info about it?
A
- document it
- internet or 3rd party
31
Q
- 3 Cannot read from the source disk error
- What
A
-drive may be having a problem reading or writing information to that drive.
32
Q
- 3 overall computer performance is slow
- hardware?
- reovery?
- analyze
A
- loose cables or any damaged cables, overheating, psu voltage
- create a backup
- hard drive daignostic software
33
Q
5.3 POST computer problems
You see lights on your drive, or clicking sound, no lights, or a beeping sound, or error messages
- Hardware problems?
- BIOS
- brand new hard drive installation
- How can you fix(brand new)
A
- hard drive data and power cables connection
- you are booting from a drive without an OS, an dis not hard drive, or storage interfaces are diabled in BIOS
- check the cables for your data and the power.
- Try new connectors or test in a different pc
34
Q
- 3 RAID error messages
- integrated RAID exception was detected(what)
- How to fix
A
- A volume on that RAID array is in an inactive or optimal state
- gives you an option to enter the configuration utility to get more information about that error message.
35
Q
- 3 RAID troubleshooting
- What tells you there is a problem?
A
-RAID management software
36
Q
- 3 Replacing a RAID disk(0)
- replace RAID 0 from ___
- What happens if they lose a single drive?
A
- tape
- data loss
37
Q
- 3 Replacing a RAID disk(1,5, and 10)
- replace RAID 1, RAID 5, and RAID 10 from ___
- What happens if they lose a single drive?
A
- hard drive
- still operational
38
Q
- 3 storage error
- What to do
A
-have a backup and use hard drive diagnostics
39
Q
- 3 SMART(Self-Monitoring, Analysis, and Reporting Technology)
- What do these tell you
- What allows you to know more info about SMART errors
A
- metrics of your hard drive has
- third party and OS utilities
40
Q
- 3 drives are in a drive array(SMART)
- How often are they disk checked
A
-every month
41
Q
- 4 completely black screen (startup)
- troubleshoot(hardware)
A
-check if the cables are loose/disconnected or check input
42
Q
- 4 screen is completely black and dim
- How can you fix?
A
-Adjust brightness and contrast controls, or use known good computer
43
Q
- 4 completely black screen(after startup)
- Fix the problem(software)
- How can you use VGA mode
A
- video driver issues, or problems with monitor description file
- F8 during startup
44
Q
- 4 You may have flickering or color patterns on the screen
- What if the screen is flickering
- What if the screen has odd patterns
A
- replace the cable
- hardware acceleration is enabled
-
45
Q
- 4 problems with computer screen(contd)
- What issues(hardware)
- If the screen in blurry + geometry is wide
A
- VGA connector has bent or missing pins
- check refresh rate and the resolution of your operating system settings to the native monitor resolution
46
Q
- 4 icons appear too large
- What settings could cause this?
A
-your display resolution is too low
47
Q
- 4 monitor burn-in(ghosting)
- What can you do with a stuck pixel?
- What is a dead pixel
A
- Display a white screen over an extended period of time
- Pixel that is doesn’t display color
48
Q
- 4 screen artifacts
- How can they be resolved
A
-enable/disable graphics card acceleration
49
Q
- 4 image persistence
- How can it be fixed?
A
-change gpu configuration or reset the monitor
50
Q
- 4 mouse motion trails
- What could cause it?
A
-Disable advanced features on your graphics card
51
Q
- 4 external graphics card errors
- What errors happen if they overheat?
- What can you do to prevent this?
A
- blue screens of death or the system may shut down abruptly
- monitor temps using utilities and update video drivers
52
Q
- 5 LCD monitor is dim/hard to see
- What could be causing this?
A
-problem with the backlight
53
Q
- 5 How would you look for shapes on LCD screen(blacklight is out)
- How?
- Replace(using the older fluorescent style lights)
A
- Flashlight + look closely
- replace these inverters to get those fluorescent lights working again.
54
Q
- 5 LCD is black(unknown cause)
- How can you test the cause?
A
-Connect an external monitor from your laptop. If it shows, problem is a bad LCD display
55
Q
- 5 video flickering on a laptop
- What could be the problem?
A
-Connector or video hardware problem
56
Q
- 5 ghost cursor(pointer drift)
- What can cause this?
A
-older mouse pad drivers
57
Q
- 5 Num/FN key laptop
- What is their function?
A
-Use them for special functions
58
Q
- 5 laptop antennas
- Where are they located?
- What if one goes missing?
A
- On top of the LCD display
- Missing Wifi or Bluetooth signal
59
Q
- 5 laptop batteries aren’t charging
- What could be the problem?
- How to isolate?
A
- the laptop battery or charging hardware inside of your laptop has a problem
- You may want to try charging that battery in an identical laptop to see if the problem is related to the battery or if it’s related to the charging subsystem in your laptop.
60
Q
- 5 connect an external power source to laptop’s power supply bu their’s no response
- What device should you use to check the problem?
- What other reason?
A
- multimeter, to check AC and DC voltage
- the laptop is stuck, and should be reset
61
Q
- 5 laptop with an external display
- What do function keys allow you?
- way to force the video signal to go to the external display?
A
- Function + F8 allows you to cycle through different configurations
- power off the laptop, connect the external display, and then power on the laptop
62
Q
- 5 mobile screen goes black
- How do you regain control?(Ios)
- How do you regain control(Android)
A
- power off, then power on(soft reset) or hold down the power putton for 10 seconds to restart(hard reset)
- remove the battery and replace it(hard reset) or hold down the power button and a volume button to restart
63
Q
- 5 mobile apps have bad performance/loading issues
- What to do (iOS)
- What to do(Android)
- What software issue could be the problem?
A
- double tap the Home button or slide up from the bottom. And then slide the app up and off the screen to be able to close it. You can then restart the app from the main menu of the mobile device.
- Settings/Apps option, selecting the app that you’d like to stop, and then choosing the force stop option.
- Lack of software update
64
Q
- 5 What should you check if you can’t decrypt incomeing email(mobile devices)
- What settings?(home)
- What settings(corporate/office setting)
A
- Configuration settings for emails
- Microsoft Outlook
65
Q
5.5 Microsoft Outlook
In Outlook, each individual user has their own private key.
- How can (email) information be decrypted
- Were are private keys installed from?
- What can the system use the MDM for?
A
- private key is properly installed on that mobile device
- from a central management station, a mobile device manager or an MDM
- deploy those private keys to anyone who might be having a problem
66
Q
- 5 your mobile device battery is draining faster in an area with poor reception
- Why?
- What should you do to prevent this?
- Check battery settings for Iphone and Android
A
- .your device is constantly searching for a signal and using the radio and therefore the battery to perform that function.
- Enable Airplane mode, and disable wifi, Bluetooth and GPS
–Settings> Battery
67
Q
- 5 Check battery settings
- For Iphone and Android
A
-Settings> Battery
68
Q
- 5 what happens when mobile devices overheat?
- What?
- How can you minimize overheating?
A
- They power themselves off
- Disable apps that use secessive CPU, and don’t put it in direct sunlight
69
Q
- 5 What should you do if a hard reset and soft reset don’t work(mobile)
- What?
A
-Factory reset
70
Q
- 5 audio problems in mobile devices
- No audio from mobile device(fix)
- No audio from application(s)
- What if the sound starts to play and then suddenly stops again
A
- update your OS or factory reset
- check application + mobile sound settings or reinstall the app
- multiple applications that are trying to control the audio output for your mobile device.
71
Q
- 5 GPS
- What should we check if it’s not working?(iOS)
- What should we check if it’s not working?(Android)
A
- Settings, Privacy, and Location Services.
- Settings and Location.
72
Q
- 5 GPS options
- How can you can turn on and off these different options (iOS)
- How can you can turn on and off these different options (Android)
A
- Settings, Privacy, and Location Services
- r Settings, Location, and Location Mode.
73
Q
- 5 swollen battery(mobile)
- What’s it caused by?
- What should you do once you notice this?
- How should you dispose of it?
A
- Battery failure leading to gas expansion
- Stop using the device immediately
- Carefully
74
Q
- 5 mobile device dissassembly
- What are concerns about the hardware parts?
- Dissaembly is easy, assembly is __ due to
A
- Small, and specific to their device
- harder, delicate, fragile parts
75
Q
- 5 dissasembly steps(mobile)
- How can you make reassembly easier
- How can you record this process?
- What can you use to store the parts?
A
- document what parts do with what, and what steps you took
- Photograph
- Different containers
76
Q
- 5 documentation for assembly/disassembly
- Where can you find documentation
A
-Manufacturer’s website, online
77
Q
- 5 specific tools for disassembly
- What general tools should you need?
- Specialized tools?
A
- screwdriver, tweezer
- mini screwdrivers, magnification glass, anti-static mat
78
Q
- 6 printer test page
- What is this for?
- What are some diagnostic tools printers use ?
A
- prints directly from the print driver in Windows, and isolates the output from any application process
- web based program, vendor specicific programs or third party utlities/Live CD
79
Q
- 6 test page output
- What does it mean if you can see this?
- If the output on your test page is streaked or blurred(ink jet )
- If the output on your test page is streaked or blurred(laser printer)
A
- your printer and driver is working
- clean the print heads to be able to prevent any streaking on the page
- check to see if there’s a scratched photo sensitive drum
80
Q
- 6 streaked/blurred paper output(laser printer)
- What would you replace to fix this?
- What should you replace is your output is faded/blank?
A
- photo sensitive drum, as well as toner cartridge
- replace ink or toner cartridges
- cleaning process didn’t work
81
Q
- 6 photo sensitive drum(inkjet)
- Cause of the ghosting of an image?
- How can you prevent ghosting?
A
- cleaning process didn’t work
- clean or replace the components where the drum is cleaned
82
Q
- 6 Various problems (laser printer)
- What causes paper to smudge?
- replace the fuser?
A
- fuser doesn’t get hot enought when melting toner
- flip some switches and replace it
83
Q
- 6 printer paper problems
- Replace a paper jam?
- Paper isn’t feeding right?
- paper is creasing
A
- Be careful
- Paper tray is dirty or rollers aren’t working
- problem with the paper path or lighter paper
84
Q
- 6 printer not giving any response
- What should we check?
A
-if we have power going to the printer, so it connects to the network and print the output
85
Q
- 6 access is denied (printer)
- What could this mean?
A
-Issue with security settings
86
Q
- 6 output is garbled characters(printer)
- What could this be caused by?
- How could you test the problem?
A
- wrong printer driver, wrong language or printer is configured as PCL/postscript, but you send as postscript/PCL, or bad application
- Print a test page
87
Q
- 6 installing printer driver
- What do you need to install a printer?
A
-rights, permissions and compatible kind
88
Q
A
89
Q
A
