Chapter 5 Flashcards
Knowledge Base
A searchable database of product FAQs (Frequently Asked Questions), advice, and known troubleshooting issues. The Microsoft KB is found at http://support.microsoft.com/search.
POST (Power-On Self Test)
The POST procedure is a hardware checking routine built into the PC firmware. This test sequentially monitors the state of the memory chips, the processor, system clock, display, and firmware itself. Errors that occur within vital components such as these are signified by beep codes emitted by the internal speaker of the computer. Further tests are then performed and any errors displayed as on-screen error codes and messages. Additional interpreter boards can be purchased that can supply information concerning boot failure.
Troubleshooting
Troubleshooting requires a methodical approach. Having ensured that any data has been backed up, the first step is to gather information (from the user, error messages, diagnostic tools, or inspection). The next is to analyze the problem, again consulting documentation, web resources, or manufacturer’s help resources if necessary. When analyzing a problem, it helps to categorize it (for example, between hardware and software). The next step is to choose and apply the most suitable solution. Having applied a solution, the next step is to test the system and related systems to verify functionality. The last step is to document the problem, steps taken, and the outcome. If the problem cannot be solved, it may be necessary to escalate it to another technician or manager.
You are advising a colleague about best practices when troubleshooting. You have identified the following techniques to use to identify a problem: gather information, duplicate the problem, question users, identify symptoms, and approach multiple problems individually. If you are following CompTIA’s troubleshooting model, what other piece of advice should you give?
Test the theory to determine a cause Research the knowledge base or Internet Establish a theory of probable cause Determine if anything has changed
D
The first step of the CompTIA troubleshooting model is to identify the problem. This involves the following techniques: gather information, duplicate the problem, question users, identify symptoms, determine if anything has changed, and approach multiple problems individually. The technique missing from the scenario is to determine if anything has changed.
Researching the knowledge base or Internet is the second step of the troubleshooting model which occurs after identifying the problem.
Establishing a theory of probable cause is the third step of the troubleshooting model which occurs after conducting research.
Testing the theory is the fourth step of the troubleshooting model which occurs after establishing a theory of probable cause.
You have asked a senior manager to authorize your plan of action for resolving a fault in a software application. What name is given to the process you are following?
Verifying full system functionality Testing the theory Considering multiple approaches Escalating the problem
D
Escalating a problem is when you reach out to an experienced staff member for assistance and approval of your procedure or actions. When you can no longer work autonomously and have to ask for help, then you are escalating.
After devising different theories of cause, you will naturally also be testing them to see if they fit the facts. Escalating a problem will likely occur if tested theories do not fit the facts.
Considering multiple approaches to resolving the problem increases the likelihood of successful troubleshooting. This will likely be done prior to escalating a problem to a senior manager.
After applying a solution, the next step is to verify full system functionality. If full system functionality is not restored, then you may have to escalate the problem.
You are setting up a new computer, but it doesn’t seem to be working. Should you check anything or contact the manufacturer?
It's broken. Unplug everything and send it back. It's a brand-new computer, you don't need to check anything. It would be best to double-check you have connected the cables correctly. Just contact the manufacturer and get their technical opinion.
C
Before you contact the manufacturer to report a problem, go back and make sure that you have everything connected properly, especially the power cable. Contacting the manufacturer to report a problem without confirming whether or not everything is set up properly will make you look unprepared and unprofessional.
Don’t assume that a computer should work just because it is new. Checking all the connections may just prove that it came to you in poor condition or it was damaged during shipping.
If you send the computer back without checking to see if it was connected properly, you could be returning a perfectly good piece of equipment back to the manufacturer and may create added cost to you or the manufacturer.
Do not just contact the manufacturer to get their technical opinion. Follow proper troubleshooting procedures.
Your computer locks up (freezes) periodically and feels hot to the touch. Could these things be related?
No, two different problems likely exist that need troubleshooting. Yes, overheating often occurs when the computer is locked up. No, temperature of your computer does not affect computer operation. Yes, many lockup problems are caused by overheating.
D
At high temperature, many operating systems automatically shut down your system to prevent damage. The blue screen and frequent memory errors are symptoms of an overheating desktop or laptop. A first sign to look out for is constant or frequent fan operation. Cleaning the exhaust fan vents of dust may resolve this issue.
Yes, they are related; however, the overheating causes locking up, not the other way around.
Temperature certainly affects the operation of your computer. Like every other machine, a computer heats up a little while in use. Transistors in computer and video chips also add to the heat your system emits.
When two problems present at close to the same time, they are likely related, or one may be the symptom or cause of the other.
What crucial piece of information would you need when trying to locate support information about a computer system on the manufacturer’s website?
The type of keyboard and mouse you are using. The cost and date of purchase. The voltage on the power supply. The model number or a service code.
D
Manufacturers will reference model number or a service code for service support. The model number or service code will assist you in finding information specific to the computer system that you are working on.
While it may help with warranty information later the cost and date of purchase will not help you locate support information.
The voltage requirement on the power supply is important information but it isn’t the most crucial information you need when going to the manufacturers website.
Peripheral devices like keyboards and mice tend to be plug and play devices because the operating system has already loaded the driver. It is not necessary to know this information when contacting computer system manufacturers.
If you do not have a support contract, what is likely to be the best option for obtaining advice about a problem with an application?
A product support or community forum Download a free application fix-it tool off the Internet Delete and reload the application Obtain a copy of the application from a third-party vendor
A
Locate the developer or manufacturer’s official support forums. You may find there’s a particular fix available or advice from other users. For smaller freeware programs, you may even find posts from the developer.
There are a lot of “fix-it” tool scams on the Internet. Unless the manufacturer suggests it, or the fix-it tool is in the official forum, it is not advisable to download that free “fix-it” tool.
If you delete and reload an application, you may lose information and will have to find whatever updates are available as well.
Getting a copy of the application from a third-party vendor may not help fix the problem and they may not have any advice for resolving the problem either.
You are looking for content on a topic, but your search is returning millions of matches that are not particularly helpful. Which option includes two methods that you could use to get better search results?
Search using a broader criterion (don't be as specific), or use an asterisk (*) in place of a character in your search term. Use a different search engine, or start your search over and come back to it later. Use more search keywords (ideally with 'uncommon' words), or search for an exact phrase by enclosing it in quotes. Verify your spelling using a spellchecker, or use a question mark in place of a character in your search term.
C
If an Internet search returns too many matches, you may need to narrow your search so that you get more accurate results. Use more search keywords (ideally with ‘uncommon’ words), or search for an exact phrase by enclosing it in quotes.
Using a different search engine or starting over will probably only delay resolution, not solve your particular problem.
Using broader criteria or being less specific will get you more results, not less.
Using a spell checker won’t necessarily give you better results. It is possible to use a question mark (?) in place of a character in your search term to indicate a wildcard; however, this will likely not help with search result accuracy.
You want to find something on a particular website, but the site does not have a search tool. Could you use a general search engine (and if so, how)?
Yes—just type the website name first in the search engine, and then type the keywords. No—you just need to keep searching the website until you find what you're looking for. No—it is not necessary to use a general search engine. Just type CTRL-F and type the word you are looking for. Yes—you use an advanced search form and provide a URL such as comptia.org.
D
Using the advanced search form is the best option for finding things on a particular website that doesn’t have a search tool.
Continuing your search without using advanced search options will likely be frustrating and inefficient.
CTRL-F will only find what is displayed on the current screen. It does not search the entire website.
Typing a website name into a search engine along with the search phrase may return better results; however, this does not force only results from a particular domain.
