5.1 – COMPTIA Trouble Shooting Tips

Question 1

1. Identify the Problem

Answer 1

a. Gather information from the user

b. Identify user changes

c. Perform backups before making changes

d. Inquire regarding environmental / infrastructure changes
—Call network support

Question 2

2. Establish a Theory of Probable Cause [question the obvious]

Answer 2

If necessary conduct external / internal research based on symptoms

Question 3

3. Test the Theory to Determine the Cause

Answer 3

a. Once the theory is confirmed, determine the next steps to resolve the problem

b. If the theory is NOT confirmed, re-establish a new theory or escalate

Question 4

4. Establish a Plan of Action to Resolve the Problem & Implement the Solution

Answer 4

a. Refer to vendor’s instructions for guidance

b. Save, reboot machine

Question 5

5. Verify Full System Functionality & Implement Preventive Measures [if applicable]

Answer 5

a. Put into place so doesn’t happen again

b. Go to many websites, show user it works

c. Preventive Measure = train user, update virus software, etc

Question 6

6. Document the Findings, Actions, & Outcomes

Answer 6

a. Ticketing database = document when ticket came, what happened, how it was fixed

b. Creates internal knowledge base for actual system [org]
—For future use