5.1 cq Flashcards
What is the second step of the A+ troubleshooting methodology?
A. Identify the problem.
B. Establish a theory of probable cause.
C. Test the theory.
D. Document.
B. The second step is to establish a theory of probable cause. You need to look for the obvious or most probable cause for the problem.
When you run out of possible theories for the cause of a problem, what should you do?
A. Escalate the problem.
B. Document your actions so far.
C. Establish a plan of action.
D. Question the user.
A. If you can’t figure out why a problem occurred, it’s time to get someone else involved. Escalate the problem to your supervisor.
What should you do before making any changes to the computer? (Select the best answer.)
A. Identify the problem.
B. Establish a plan of action.
C. Perform a backup.
D. Escalate the problem.
C. Always perform a backup of critical data before making any changes to the computer.
Which of the following is part of Step 5 in the six-step troubleshooting process?
A. Identify the problem.
B. Document findings.
C. Establish a new theory.
D. Implement preventive measures.
D. Implement preventive measures as part of Step 5 to ensure that the problem will not happen again.
What should you do next after testing the theory to determine cause?
A. Establish a plan of action to resolve the problem.
B. Verify full system functionality.
C. Document findings, actions, and outcomes.
D. Implement the solution.
A. After testing the theory to determine cause (Step 3), you should establish a plan of action to resolve the problem and implement the solution (Step 4). Memorize the six-step troubleshooting methodology! You will use it often.
There is a problem with the power supplied to a group of computers and you do not know how to fix the problem. What should you do first?
A. Establish a theory of why you can’t figure out the problem.
B. Contact the building supervisor or your manager.
C. Test the theory to determine cause.
D. Document findings, actions, and outcomes.
B. If you can’t figure out a cause to a problem and have exhausted all possible theories, escalate the problem to the appropriate persons. It happens—no one of us knows everything; and sometimes, we have to ask for help!
