EXAM Obj 5.1! Troubleshooting Methodology Flashcards
What is the Troubleshooting Methodology?
You will often be tasked with finding the root cause of an issue or at the very least find a work-around to get the end user back up and running as quickly as possible.
When troubleshooting why is it important to follow a systematic and repeatable methodology?
So that any other technician can take over for you during that troubleshooting and know exactly what you’ve done so far and what they should try next.
What are the CompTIA 6 steps of Troubleshooting Methodology?
You will have to know how each step falls into each other for the exam!
- Identify the problem.
- Established a theory of probable cause.
3.Test the theory to determine the cause.
^ If the theory is not confirmed, re-establish a new theory.
- Establish a plan of action to resolve the problem and implement the solution.
- Verify full system functionality
(If applicable, apply preventive measures.) - Documenting the findings, actions and outcomes.
How would you Identify The Problem?
When you attempt to identify the problem you should gather information from the user, identify user changes, and if applicable perform back ups before you make any kind of changes.
How would you establish a theory of probable cause?
Think of “questioning the obvious”
When you establish a theory of probable cause you should immediately question anything that is obvious and easy to check.
How would you test the Theory to Determine The Cause?
See if the theory is correct.
Once the theory is confirmed then you need to determine the next steps to resolve that problem.
When establishing a plan of action to resolve the problem and implement the solution, what is a good thing to always remember?
If your working on a computer system
It’s always a good idea to refer to the manufacturer or vendors instructions for repairing or replacing its components.
How would you Verify Full System Functionality. (And if applicable apply preventive measures.)
You checked the system and verified the system is fully functional.
If the issue is one that could have been avoided, implement preventative measures if possible.
How would you document the findings, actions and outcomes?
Write down what was wrong, What you did to solve it, and What the final outcome was.
When Identifying The Problem what is a good thing to ask?
Ask if there’s been any environmental or infrastructure changes recently because those could also affect the system.
When establishing a theory of probable cause what is a good thing to keep in mind?
As you attempt to establish a theory of probable you may also need to conduct external or internal research based on the symptoms that are being displayed.
This could be by searching Google for probable causes.
If the theory is not confirmed then you need to reestablish a new theory by guessing what else the problem could be.
What can you do if you’re truly stuck?
You could escalate the problem to the next higher tier of support such as a coworker or the field services technicians.
What could be a preventative measure if an employee spills coffee on the laptop and this short circuits their keyboard?
You might implement a preventive measure by having the company issue a memo to all employees.
The memo says that you can only drink if you’re using a cup that has a covered lid, when you’re using a company provided laptop or workstation.
This is because this prevents inadvertent spills.
Writing down What was wrong, What you did to solve it and What the final outcome was.
Is an example of what troubleshooting methodology?
CompTIA 6th step of troubleshooting methodology.
Documenting the findings, actions and outcomes.
