Ch1_IntroTroubleshooting

Question 1

Six Step A+ Troubleshooting Process

Answer 1

1. Identify the problem
2. Establish theory of probable cause.
3. Test theory to determine cause.
4. Establish a plan of action to resolve the problem and implement the solution.
5. Verify full system functionality and if applicable implement preventative measures.
6. Document findings, actions, and outcomes.

Question 2

Identify the Problem - Three Steps

Answer 2

1. Question user about issues and their actions pertaining to the issues.
2. Identify changes made to the computer / inspect computer.
3. Review documentation - Company and manuals.

Question 3

What is the 2nd step of the A+ troubleshooting methodology?

Answer 3

Establish theory of probable cause.

Question 4

When you run out of possible theories for the cause of a problem; what should you do?

Answer 4

Escalate the problem.

Question 5

What should you do before making any changes to the computer?

Answer 5

Perform a backup.

Question 6

What is step 5 of the A+ troubleshooting process?

Answer 6

Verify full system functionality and implement preventative measures.

Question 7

What should you do next after testing the theory to determine cause?

Answer 7

Establish a plan of action to resolve the problem.

Question 8

FRU Defined

Answer 8

Field Replacable Units - Any PC component that can be swapped out by a tech (ie memory, drives, monitors, power supply, etc)

Question 9

Ten Common PC Tools

Answer 9

1. Antistatic Strap
2. Demagnetized Phillips head screwdriver.
3. Multimeter
4. Power Supply Tester
5. Torx Screwdriver
6. Hex Screwdriver
7. Plastic Tweezers
8. Compressed Air
9. Penlight / small flashlight
10. Magnifying Glass.

Question 10

Four Main “no display” Causes

Answer 10

1. Video Card
2. Processor
3. Memory / RAM
4. Motherboard.

Question 11

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 next?

Answer 11

Contact the building supervisor or your manager (ie escalate)

Question 12

You have confirmed your theory that a video card is bad and needs to be replaced.

What should you do next?

Answer 12

Establish a plan of action to replace the video card.

Question 13

A computer won’t turn on when you press the Power button.

What should you check first?

Answer 13

See if the computer is plugged in.

Question 14

Which of these is contained within Step 1 of the six-step troubleshooting process?

• Question the user.
• Document findings.
• Establish a new theory.
• Escalate the problem.

Answer 14

Question the user to help identify the problem.

Question 15

List the four most common causes for a “no-display” problem.

Answer 15

1. Video Card
2. Memory.
3. Processor.
4. Motherboard.

Question 16

You have removed a screw in the case of a PC. What is the best tool to use to retrieve the screw?

Answer 16

Plastic tweezers.

Question 17

What is the last step of the six-step troubleshooting process?

Answer 17

Document findings.