CH13

Question 1

Which of these could NOT be the cause of a computer appearing completely dead?

A. Hibernate Mode
B. Bad Power Cable
C. Disconnected Power Cable
D. Bad Keyboard

Answer 1

D. Bad Keyboard

Question 2

Which of these is the most hazardous to a desktop computer or mobile device?

A. Dropping it
B. Leaving it in a hot car in the summer
C. Getting it wet
D. Leaving it in an unheated building in winter

Answer 2

C. Getting it wet

Question 3

What Windows utility returns the computer’s system files to previously saved verions?

A. Control Panel
B. Compatibility Mode
C. File Explorer
D. System Restore

Answer 3

D. System Restore

Question 4

Which of these might correct a problem with an application not running correctly?

A. Delete your data files
B. Clean the display screen
C. Uninstall and Reinstall the Application
D. Create a shortcut to the application on the desktop

Answer 4

C. Uninstall and Reinstall the Application

Question 5

Suppose you have a Wireless Mouse that doesn’t work at all. Which of these is NOT likely to be the cause?

A. The Mouse is dirty.
B. The power switch on the mouse is turned off.
C. The transceiver is not connected to the computer.
D. The batteries are dead.

Answer 5

A. The mouse is dirty.

Question 6

You have a printer that connects to your computer via USB cable. The printer can print a test page successfully from it’s own controls, but the computer doesn’t see it. WHICH of these should you try?

A. Use a different printer cable
B. Replace the ink cartridges
C. Turn the printer off and then back on again.
D. Use a different kind of paper int he printer.

Answer 6

A. Use a different printer cable.

Question 7

Which is the most authoritative source of information about a device?

Answer 7

Manufacturer’s Web Site

Question 8

What is the FAQ?

Answer 8

A webpage containing Frequently Asked Questions and their Answers.

Question 9

If you need to cancel an online subscription, what department of the company do you need to contact?

Answer 9

Customer Service

Question 10

Which of these would likely be found on a manufacturer’s support web site?

A. Downloadable Product Manuals
B. New Versions of the Device Drivers
C. Troubleshooting Info
D. All of the Above

Answer 10

D. All of the Above

Question 11

Troubleshooting Methodology?

Answer 11

1. Identify the Problem
2. Research
3. Establish a Theory/Probable Cause
4. Test the Theory
5. Establish a Plan of Action
6. Implement or Escalate
7. Verify Functionality
8. Document the Solution

Question 12

Identify the Problem?

Answer 12

Break large problems down into smaller problems.
Consider scope, who or what is affected?
Gather details about the issue, ask users, view logs.
Determine whether anything has changed.
Duplicate the Problem.

Question 13

Research?

Answer 13

Refer to past help desk tickets.
Search through private or public knowledge bases.
Ask friends or Colleagues.
Internet Search

Question 14

Establish a Theory of Probable Cause?

Answer 14

Eliminate the simple and obvious possible causes.

Consider factors that can indirectly cause problems.

Question 15

Test the Theory?

Answer 15

Change and test only one potential solution at a time.
Determine the root cause of the issue.
Escalate the issue to a professional if necessary.

Question 16

Establish a Plan of Action?

Answer 16

Prepare a specific method to implement the solution.
Test the plan in an isolated sandboxed environment.
Notify other users if the solution could possibly affect them.
Escalate the issue to a professional if necessary.

Question 17

Implement or Escalate?

Answer 17

Back up configurations and data first.
If the problem is complex, monitor implementation progress.
Escalate the issue to a professional if necessary.

Question 18

Verify functionality?

Answer 18

Ensure the solution has solved the original problem.
Ensure the new problems have not been introduced
Consult a subject-matter expert if needed.
Configure preventative measure if appropriate.

Question 19

Document the Solution?

Answer 19

Document the problem and steps taken in the solution.

Update the old documentation with New Knowledge.

Question 20

No Power?

Answer 20

First - Make sure the device has power. If the device runs off batteries, make sure the battery has a charge or plug it into AC power if possible. If the device runs on AC, check for a firm power cord connection and confirm the outlet works. If the workstation uses a power strip, surge protector, UPS, or the like, make sure it isn’t switched off and confirm the device itself is connected.

In the case of a Laptop Computer that refuses to start up, consider removing the battery and plugging the device in using the supplied power cable. You might need to press and hold the power button for up to 30 seconds. After releasing the power button, press it normally to see whether it starts up.

Some PC’s fail to come out of Sleep/Hibernate mode and get stuck there, so they seem completely dead. Hold down the Power Button for 5 to 10 seconds and then release it and press it again.

If it’s a Handheld/Smartphone Mobile device, try a Soft Reset first, if that doesn’t work try a Hard Reset.

Question 21

Won’t Start Up Normally?

Answer 21

What has changed? Did you install any new hardware or software? Has the computer been moved? Did the OS restart itself after installing an update?

Question 22

System Restore?

Answer 22

A feature to revert to a previous day’s restore point. Using a restore point will not cause you to lose any recent data file edits. Here’s how in Windows 10:

1. Right-Click the Start Button and Click System
2. Click System Protection
3. Click System Restore
4. Click Next
5. Select a Restore Point - If you have a choice, pick the one immediately before the problem started.
6. Follow the prompts to complete the restoration of the system files to that point in time.

System Restore is completely reversible, just run it again and follow the prompts to undo the restoration.

Question 23

Getting Help?

Answer 23

Search the Internet, if someone has solved a similar problem to the one you face, you can find an article about it online.

Any hardware or software you buy comes with Documentation, either hard copy within the box, or you can goto Manufacturer website and locate the Documentation digitally.

Question 24

Manufacturer Documentation and Websites?

Answer 24

Downloadable Updates and Patches
Downloadable Product Manuals and Setup Utilities
Customer support message board, with help both from company reps and from other users.
Press Releases regarding new versions.
Existing-Customer discounts for upgrading to new versions.
Product Registration forms.
Warranty Claim information
Information about known problems and conflicts with certain hardware/software.
Contact information for technical support and customer service.

Question 25

Levels of Support?

Answer 25

Technical Support - Provides help for operating the product, if the product isn’t working as expected, you contact Technical Support.

Customer Service - Helps with financial and authentication matters, such as creating user account, placing or canceling orders, getting refunds.

Sales is normally just for New Sales, not billing or cancellations.