5.1 Given a scenario, apply the best practice methodology to resolve problems

Question 1

List CompTIA’s A+ troubleshooting model.

Answer 1

1. Identify problem
2. Establish theory
3. Test theory
4. Establish plan & implement solution
5. Verify full system functionality
6. Document findings, actions, & outcomes

Question 2

When troubleshooting, what should you do when identifying the problem?

Answer 2

• Gather info from user
• Identify user changes
• If applicable, perform backups before making changes

Question 3

When troubleshooting & identifying the problem, what info should you gather from the user?

Answer 3

• Error message displayed
• If others have the same problem
• Duration of the problem
• Recent system changes, & who initiated them
• Previous attempted solutions

Question 4

When troubleshooting, what can you do when establishing a theory?

Answer 4

Do external/internal research based on symptoms

If necessary

Question 5

When troubleshooting & establishing a theory, what are 5 ways to conduct research?

Answer 5

• Inspect physically
• Replicate problem
• Check documentation
• Consult technicians
• User vendor documentation & Internet

Question 6

What’s a basic technique when troubleshooting a cable, connector, or device?

Answer 6

Have a “known good” duplicate

This means a copy of the same cable/device that you know works (to test by subsitution)

Question 7

When troubleshooting, what should you do if the tested theory doesnt confirm the problem?

Answer 7

Establish new theory or escalate

Question 8

When troubleshooting & establishing a plan to implement, what should you refer to?

Answer 8

Vendor’s instructions for guidance

Question 9

What are 3 genereic approaces to resolving an IT problem?

Answer 9

• Repair
• Replace
• Workaround

Question 10

What is usually needed to replace a part/system that’s under warranty?

Answer 10

Returned Materials Authorization (RMA) ticket from vendor

Question 11

When troubleshooting, what should you do after verifying full system functionality?

Answer 11

Try to implement preventive measures

Question 12

When troubleshooting, when can you consider a problem closed?

Answer 12

You confirm resolution & get the customer’s acceptance

Restate what the problem was & how it was resolved, & then confirm with the custoer that the incident log can be closed

Question 13

When troubleshooting, what does it mean to implement preventive measures?

Answer 13

Eliminate factors that may cause the problem to reoccur