Chapter 12 Flashcards
What is the first step in the troubleshooting process? (12.2.1.1)
Identify the Problem
What is the second step in the troubleshooting process? (12.2.1.1)
Estblish a theroy of probably cause?
What is the third step in the troubleshooting process? (12.2.1.1)
Test the throy to determine the cause.
What is the fourth step in the troubleshooting process? (12.2.1.1)
Estblish a plan of action to resolve the problem and implement it.
What is the fifth step in the troubleshooting process? (12.2.1.1)
Verify full system functionality
What is the sixth step in the troubleshooting process? (12.2.1.1)
Document findings, solutions, and outcomes.
What type of question is:
> “What is the first screen you see when you turn on the computer?” (12.2.1.1)
Open Ended Question
What type of question is:
> “Do you have a USB drive attached?” (12.2.1.1)
Closed Ended Question
If a computer only boots to VGA mode, What is the probable cause and possible solution? (12.2.1.2)
- Probable Cause: Corrupt Video Driver
- Possible Solution: Reinstall Video Driver
If a laptop is having data access errors and is making unusual noises, What is the probable cause and possible solution? (12.4.1.2)
- Probable Cause: Hard Drive has failed
- Possible Solution: Replace the hard drive
If a computer displays this message, What is the probable cause and possible solution? (12.3.1.2)
- Probable Cause: The Same IP address has been assigned to a different computer
- Possible Solution: Give each machine a unique IP address
If computer components are going to fail, they will fail within the first __ hours
20
If a computer can send email but not receive, What is the probable cause and possible solution? (12.3.1.2)
- Probable Cause: The inbox is full
- Possible Solution: Empty the inbox
When is the best time to see this type of error message?
When you are servicing the machine.
According to Cisco, what is a probable cause and solution if an “OS not found” error message is displayed during boot?
- Probable Cause: The MBR is corrupted
- Possible Solution: Boot into the recovery console and fix the boot record.
Other acceptable responses on 12.1.1.2
According to Cisco, what is a probable cause and solution if RAID stops working?
- Probable Cause: The external RAID controller is not receiving power
- Possible Solution: Check the power connection to the controller.
Other acceptable responses on 12.1.1.2
According to Cisco, what is a probable cause and solution if a computer is performing slowly?
- Probable Cause: Not enough RAM
- Possible Solution: Add more RAM.
Other acceptable responses on 12.1.1.2
According to Cisco, what is a probable cause and solution if a computer is not recognizing a USB device?
- Probable Cause: The OS does not have the correct drivers for the device.
- Possible Solution: Download the correct drivers for the device.
Other acceptable responses on 12.1.1.2
According to Cisco, what is a probable cause and solution if a computer will boot without warnings, but the kernel panics?
- Probable Cause: The CPU voltage is set too high.
- Possible Solution: Lower the CPU voltage.
Other acceptable responses on 12.1.1.2
According to Cisco, what is a probable cause and solution if a computer only uses one core of a dual-core CPU?
- Probable Cause: The BIOS does not support the CPU.
- Possible Solution: Upgrade the CMOS.
Other acceptable responses on 12.1.1.2
According to Cisco, what is a probable cause and solution if the computer displays an “Inaccessible Boot Device” error after POST?
- Probable Cause: A recently install device driver is incompatible with the boot controller
- Possible Solution: Use the last known good configuration to boot the computer.
Other acceptable responses on 12.2.1.2
According to Cisco, what is a probable cause and solution if the computer displays an “BOOTMGR is missing” error after POST?
- Probable Cause: The BOOTMGR is corrupted or missing
- Possible Solution: Restore the BOOTMGR from the installation media.
Other acceptable responses on 12.2.1.2
According to Cisco, what is a probable cause and solution if the computer displays an “NTLDR is missing” error after POST?
- Probable Cause: The NTLDR is corrupted or missing
- Possible Solution: Restore the NTLDR from the installation media.
Other acceptable responses on 12.2.1.2
According to Cisco, what is a probable cause and solution if does not start when the computer boots?
- Probable Cause: The service is not enabled
- Possible Solution: Enable the service.
Other acceptable responses on 12.2.1.2
According to Cisco, what is a probable cause and solution if an external device did not start with the computer?
- Probable Cause: The device is not powered on
- Possible Solution: Power on the device.
Other acceptable responses on 12.2.1.2
According to Cisco, what is a probable cause and solution if the computer continually restarts without displaying the desktop?
- Probable Cause: The computer is set to restart when there is a failure
- Possible Solution: Press F8 during boot and disable automatic restart upon error.
Other acceptable responses on 12.2.1.2
According to Cisco, what is a probable cause and solution if the computer kernel panics or displays a black screen?
- Probable Cause: A driver is not compatible with the hardware
- Possible Solution: Research the STOP code and find the faulty device driver.
Other acceptable responses on 12.2.1.2
According to Cisco, what is a probable cause and solution if an application will not install?
- Probable Cause: The application is not compatible with the OS
- Possible Solution: Obtain the correct installation media for the OS.
Other acceptable responses on 12.2.1.2
According to Cisco, what is a probable cause and solution if the computer has a 169.254.x.x IP address and cannot communicate with the Internet?
- Probable Cause: The computer could not communicate with a DHCP server
-
Possible Solution: Run
ipconfig /releaseand thenipconfig /renew.
Other acceptable responses on 12.3.1.2
According to Cisco, what is a probable cause and solution if a laptop screen only shows vertical lines?
- Probable Cause: The screen has been damaged
- Possible Solution: Replace the screen
Other acceptable responses on 12.4.1.2
According to Cisco, what is a probable cause and solution if a laptop shuts off randomly and is very hot?
- Probable Cause: The laptop is overheating
- Possible Solution: Clean the vents and fan
Other acceptable responses on 12.4.1.2
According to Cisco, what is a probable cause and solution if a printer prints unknown characters?
- Probable Cause: An incorrect printer driver is installed
- Possible Solution: Install the correct printer driver
Other acceptable responses on 12.5.1.2
According to Cisco, what is a probable cause and solution if a printer jams continually?
- Probable Cause: The wrong paper is being used
- Possible Solution: Replace the paper with the correct type.
Other acceptable responses on 12.5.1.2
According to Cisco, what is a probable cause and solution if a printer will not feed paper?
- Probable Cause: The pickup rollers are blocked or dirty
- Possible Solution: Clean the pickup rollers
Other acceptable responses on 12.5.1.2
According to Cisco, what is a probable cause and solution if the “MBR has been changed” message is shown during boot?
- Probable Cause: A virus has changed the boot record
- Possible Solution: Run antivirus software to remove the boot sector virus.
Other acceptable responses on 12.6.1.2
According to Cisco, what is a probable cause and solution if the encrypted files are no longer encrypted after moving to a new drive?
- Probable Cause: The drive is not encrypted
- Possible Solution: Encrypt the new drive.
*Other acceptable responses on 12.6.1.2* # THIS IS ON THE TEST
