Chapter 19 Trouble shooting Theory, OSs and Security

Question 1

When troubleshooting, you should assess every problem ________, and try to ______ the root cause. p 931

Answer 1

Systematically and Isolate

Question 2

T/F The major key to troubleshooting is to start eliminating and, or verifying , the obvious. p 931

Answer 2

True.

Question 3

The second most important troubleshooting methods it to establish_______. p 932

Answer 3

Priorities

Question 4

T/F Sometime problems are straight forward, but other times they are just a symptom of a bigger issue. p 932

Answer 4

True

Question 5

Problems in a computer systems generally occur in one (more) of four areas, what are these general areas. p 932

Answer 5

Collecting of hardware pieces, Operating Systems, Application/Software level and , Computer user error or resolution.

Question 6

When talking to a customer it is important to instill_______with the customer.p 932

Answer 6

Trust.

Question 7

T/F When talking to a customer when troubleshooting their PC they may tell lies. because they might know whats important to tell.p 932

Answer 7

False statement.

Question 8

What is a phrase to use when needing help to clarify things from your customer.p 933

Answer 8

Show me what is not working looks like?

Question 9

This question allows the user to show you exactly where and when they experience the problem. p 933

Answer 9

Can you show me the problem?

Question 10

This question establishes whether the problem is a one time occurrence that can be solved with a reboot or specific sequence of events causes the problem to happen. p 933

Answer 10

How often does this happen?

Question 11

T/F Any new hardware or software change can cause compatibility problems with existing devices or applications. p 933

Answer 11

True.

Question 12

Yes or No.Moving a computer can cause things to become loose.and then fail to work. p 933

Answer 12

Yes

Question 13

If a new component was installed and now the computer is giving the customer problems what should you do? p 933

Answer 13

See if the new hardware was successfully installed.

Question 14

The key to troubleshooting is to find as many things as possible ______ to the problem. p 934

Answer 14

Related.

Question 15

After gathering information the next step is to do what? p 935

Answer 15

Determine if the problem is hardware or software related

Question 16

This step relies on personal experiences more than any other steps do. p 935

Answer 16

Determining if the problem is hardware or software related

Question 17

T/F Hardware problems are usually the hardest to figure out. p 935

Answer 17

False.

Question 18

Once you have determined what the problem is, you need to develop a ______ as to why the problem is happening. p 936

Answer 18

Theory

Question 19

T/F Theories do not help solve any problems in a PC p 936

Answer 19

False

Question 20

Yes or No . It is useful to take a mental inventory to see what is possible and what is not. p 936

Answer 20

Yes

Question 21

T/F Memory problems can be solved by switching the Random access memory. No page

Answer 21

True

Question 22

Using external sources can figure out what not working with your PC what are some examples or an external source. p 937

Answer 22

External DVD, External HDD reader, external monitor, External USB hub, external attachments such as adapter converters, third party software and so on.

Question 23

When testing solutions you should what first? p 937

Answer 23

Check the simple stuff.

Question 24

Some examples of simple solutions to check when diagnosing a PC. p 937

Answer 24

Video output, power to unit , reset the wireless adapter just to name a few.

Question 25

T/F You should ask positive and degrading questions to try and to subliminally interrogate the customer to make them tell you everything they know about the possible problem that they caused because humans make errors more than computers. p 937

Answer 25

False . You should ask neutral and nonthreatening questions make it sound as if the computer is at fault, not the user.