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

Question 1

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.

Answer 1

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.

Question 2

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.

Answer 2

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.

Question 3

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.

Answer 3

C. Always perform a backup of critical data before making any changes to the
computer.

Question 4

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.

Answer 4

D. Implement preventive measures as part of Step 5 to ensure that the problem
will not happen again.

Question 5

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.

Answer 5

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.

Question 6

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.

Answer 6

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!