CH 22 BB Flashcards
In troubleshooting, what is the most important thing to remember? Pg 1100
Always start from square 1 and systematically look for the problem and the solution to the problem.
What is the first step in order to get started on finding a solution to the problem? Pg 1101
Identifying the problem
What are the four areas a problem can commonly occur? Pg 1101
A collection of hardware pieces in the greater system, an operating system, an application, or the computer user.
T/F When talking to the customer, criticizing them for not knowing how to work their computer is acceptable. Pg 1102
FALSE. Customers will have varying degrees of knowledge about computers, working with them and being polite is the best way to solve the problem.
What are some questions you should ask the customer when troubleshooting in order to gather as much useful information as possible? Pg 1102
- Can you show me the problem?
- How often does this happen?
- Has any new hardware or software been installed recently?
- Has the computer recently been moved?
- Has someone who normally doesn’t use the computer recently used it?
- Have any other changes been made to the computer recently?
Why is it important to not sound accusatory while asking the customer questions?
So they do not feel that they are being blamed for the problem, most people will not take too kindly to being blamed for problems.
How can you gather information from the computer? Pg 1103
attempt to start up the computer, and go through the process one step at a time until you find the step the computer messes up on.
If a computer has two problems that seem unrelated, how should you handle them? Pg 1104
Handle each issue one at a time.
T/F It is important to determine whether the issue is hardware or software related. Pg 1104
True. Depending on answer to this question is can drastically change where you might focus your efforts.
What is a good method for figuring out whether or not a soundcard works or not? Pg 1104
Installing new speakers and drivers that you KNOW work, thus guaranteeing the soundcard is the issue. This same logic can be used for other hardware as well.
When attempting to establish a theory about a problem, what are some steps you can go through? Pg 1105
Eliminate possibilities and use external resources
Once you have a theory of what the problem is, how should you go about testing solutions? Pg 1106-07
Check the simple stuff first(is it turned on? is the system ready? etc.), check to see if it’s user error, restart the computer
If your fix didn’t work, what is the next step? Pg 1108
Try, try again.
If your fix did work, what should you do? Pg 1108
Verify functionality and document the solution and spread the solution.
