Chapter 1 Troubleshooting

Question 1

What does a usual troubleshooting methodology involve

Answer 1

A set of steps to diagnose and fix a computer

Question 2

What is the best practice methodology to resolve problems

Answer 2

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

Question 3

How do you identify the problem ?

Answer 3

• Communicate with the user to identify what is wrong
• Has anything changed on the computer that would cause this problem
• Ensure a backup of files has been made

Question 4

What is involved with establishing a theory of probable cause ?

Answer 4

Involves speculation based on the information provided by the user and computer.
• Requires internal and external research.
• What is going on with the hardware?

Question 5

How is external research utilised during finding a probable cause?

Answer 5

Internet is a form of external research utilised by the technician to find information about specific error codes.

Question 6

How is internal research utilised during the finding a probable cause phase?

Answer 6

Asking other technicians on site who have previous experience with an error code or problem.
* Checking company records regarding a specific problem with a device

Question 7

What is meant by checking outside the case in the troubleshooting methodology?

Answer 7

• Utilise all your senses when checking the problem do you see anything which shouldn’t be there,
  smell burning
  , hear wiring or grinding noises,
  feel excessive heat.

Question 8

how to implement test the theory to determine the cause

Answer 8

• utilising your theory replace the broken part if that does nothing more than verify that something else is broken come up with a new theory.
• check with management and company procedures you have permission to make necessary changes.

Question 9

What is the final step in the testing theory phase if your theory and permission is no longer relevant or helpful

Answer 9

• escalation is the process your company goes through when you the person assigned to a problem cannot fix the job.
  
  • Get in touch with management regarding the problem to receive specialised knowledge concerning an issue.

Question 10

How to establish a plan of action to resolve the problem

Answer 10

• prior steps may need to be considered such as providing additional resources,
• a backup of user data,
• on vendor specific equipmentt refer to vendor instructions for guidance on how to troubleshoot.

Question 11

steps in the verification process of troubleshooting

Answer 11

• verification of full system functionality - allow the user to use the system normally for a few minutes any minor errors will become apparent, familiarise yourself with the users line of work
• implement preventive measures - installing anti-malware, informally train user about the problem,

Question 12

Documentation process phase of troubleshooting

Answer 12

• document findings actions and outcomes to
• track a history of troubleshooting of a computer device over time, enabling you to make longer term decisions about retiring or changing out parts.
• allow other techs to store info about devices on a company database to solve problems easier