Chapter 11: Troubleshooting Methodology and Resolving Core Hardware Problems

Question 1

What are the six steps in the troubleshooting methodology?

Answer 1

1. Identify the problem
2. Establish a 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 and implement preventive measures
6. Document the findings, actions, and outcomes

Question 2

Intermittent shutdowns of a PC is usually caused by ____.

Answer 2

Overheating

Question 3

If a new part fries quickly after replacing a previous part that fried (burning smell), it’s time to replace the ____ as well.

Answer 3

power supply

Question 4

Inaccurate system date/time and the BIOS failing to retain a PC’s settings after shutdown is a symptom of the ____ failing.

Answer 4

CMOS battery

Question 5

Many motherboards have ____ on them, which store electricity. When they swell and leak, the motherboard will no longer work.

Answer 5

capacitors

Question 6

Application crashes and proprietary crash screens (blue screen of death [BSOD]/ pinwheel) are symptoms of ____.

Answer 6

memory issues