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

Question 1

Name the 6 troubleshooting steps in order

Answer 1

Identify the problem

Establish a theory of probable cause

Test the theory

Establish a plan of action and implement solution

Verify full system functionality, add preventive measures

Document actions and outcomes

Question 2

At what stage of the troubleshooting process would you make backups?

Answer 2

1) Identify the problem

Question 3

You may also want to check logs or other help desk tickets at what stage?

Answer 3

1) Identify the problem

Question 4

What stage should you research the symptom and identify probable causes?

Answer 4

2) Establish a theory

Question 5

Having the client verify they are satisfied would be what stage?

Answer 5

5) verify functionality

Question 6

Be calm and ask questions to the user while attempting to ___ to the computer that might have been performed such as security patches, physical movement, etc.

Answer 6

identify any changes

Question 7

• Be calm and ask questions to the user
• identify any changes made
• make backup
• Consider the effects of changes you make

Answer 7

1) Identify the problem

Question 8

What does “event viewer” do?

Answer 8

By opening the Event Viewer or Computer Management on your workstation, you can choose to “Connect to Another Computer” and enter a computer name or IP address to open event logs.

Question 9

What does “event viewer” do?

Answer 9

By opening the Event Viewer or Computer Management on your workstation, you can choose to “Connect to Another Computer” and enter a computer name or IP address to open event logs.

Question 10

Windows Logs can be used to look for what? What tool can you use to access it? l

Answer 10

You can look for any errors (noted with a red circle around an exclamation point) warnings (noted with a yellow triangle around an exclamation point). These are indicators that something is amiss and should be investigated further.

Can be accessed using Event Viewer.

Question 11

When developing a theory, keep it simple. Always ___ and don’t think something isn’t relevant. You might think it is common sense to be plugged into the network, but the user might not know this.

Answer 11

question the obvious

Question 12

When developing a theory ___ can be a valuable resource

Answer 12

The internet/previous tickets/etc

Question 13

When you have your theory developed, you need to test it. On a time-sensitive issue, or if you know 100% that the theory is valid you can implement it based upon ___.

Answer 13

corporate policies and/or procedures

Question 14

In a perfect world, you would be able to replicate an issue within a lab environment for verification. This isn’t always the case and you should be ready to ___ at a moment’s notice.

Answer 14

test your theory

Question 15

Only test one ___ at a time and only make one ___ at a time.

Answer 15

possible solution

change

Question 16

If your theory is confirmed, then you can skip to the ___ to implement your theory. If not, then it’s back to testing again.

Answer 16

plan of action

Question 17

What should always take precedence and should be in the forefront when acting on any plan of action?

Answer 17

Your company’s policies and procedures.

Question 18

Does correcting the issue require downtime for the company or just a computer? Can that be scheduled around the users workday? Does it need to happen immediately? These are all questions that should be included in your…

Answer 18

plan of action

Question 19

• Does your solution fully remedy the problem?
• Does the user have access to all documents and functions?
• Is there any way to prevent these issues from arising again?

Answer 19

5) Verify functionality

Question 20

Everything that you have done from the moment the user contacted you to the moment the user was back online such as indications, findings, actions, outcomes, scenarios, etc.

Answer 20

6) Document findings