DM_deck_4698511 Flashcards
When troubleshooting, you should assess every problem ________, and try to ______ the root cause. p 931
Systematically and Isolate
T/F The major key to troubleshooting is to start eliminating and, or verifying , the obvious. p 931
True.
The second most important troubleshooting methods it to establish_______. p 932
Priorities
T/F Sometime problems are straight forward, but other times they are just a symptom of a bigger issue. p 932
True
Problems in a computer systems generally occur in one (more) of four areas, what are these general areas. p 932
Collecting of hardware pieces, Operating Systems, Application/Software level and , Computer user error or resolution.
When talking to a customer it is important to instill_______with the customer.p 932
Trust.
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
False statement.
What is a phrase to use when needing help to clarify things from your customer.p 933
Show me what is not working looks like?
This question allows the user to show you exactly where and when they experience the problem. p 933
Can you show me the problem?
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
How often does this happen?
T/F Any new hardware or software change can cause compatibility problems with existing devices or applications. p 933
True.
Yes or No.Moving a computer can cause things to become loose.and then fail to work. p 933
Yes
If a new component was installed and now the computer is giving the customer problems what should you do? p 933
See if the new hardware was successfully installed.
The key to troubleshooting is to find as many things as possible ______ to the problem. p 934
Related.
After gathering information the next step is to do what? p 935
Determine if the problem is hardware or software related
This step relies on personal experiences more than any other steps do. p 935
Determining if the problem is hardware or software related
T/F Hardware problems are usually the hardest to figure out. p 935
False.
Once you have determined what the problem is, you need to develop a ______ as to why the problem is happening. p 936
Theory
T/F Theories do not help solve any problems in a PC p 936
False
Yes or No . It is useful to take a mental inventory to see what is possible and what is not. p 936
Yes
T/F Memory problems can be solved by switching the Random access memory. No page
True
Using external sources can figure out what not working with your PC what are some examples or an external source. p 937
External DVD, External HDD reader, external monitor, External USB hub, external attachments such as adapter converters, third party software and so on.
When testing solutions you should what first? p 937
Check the simple stuff.
Some examples of simple solutions to check when diagnosing a PC. p 937
Video output, power to unit , reset the wireless adapter just to name a few.
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
False . You should ask neutral and nonthreatening questions make it sound as if the computer is at fault, not the user.
