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CompTIA A+ > Hardware and Network Troubleshooting > Flashcards

Hardware and Network Troubleshooting Flashcards

1
Q

What are the steps to the troubleshooting method?

A
  1. Identify the problem.
  2. Establish a theory of probable cause (question the obvious).
  3. Test the theory to determine the cause. If not fixed, establish a new theory.
  4. Establish a plan of action to resolve the problem and implement the solution.
  5. Verify full system functionality and, if applicable, implement preventative measures.
  6. Document the finds, actions, and outcomes.
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2
Q

What should you always do before implementing changes?

A
  1. Plan for the change.
  2. Estimate the risk associated with the change.
  3. Have a recovery plan if the change doesn’t work.
  4. Test before making the change.
  5. Document all of this and get approval.
  6. Make the change.
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3
Q

What should you do when identifying the problem?

A
  1. Gather information, getting as many details as possible, and observe or duplicate the issue if possible.
  2. Identify all symptoms.
  3. Question the user about any recent changes to the software or hardware.
  4. Determine if any higher-level changes have been made.
  5. Approach each problem on its own.
  6. Make backups.
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4
Q

What should you do when establishing a theory of probable cause?

A
  1. Make a list of all possible causes, prioritizing the obvious causes before the less obvious.
  2. Utilize internal knowledgebase and the internet to research issues.
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5
Q

What should you do when testing the theory to determine the cause?

A
  1. If it works, then establish a plan.
  2. If it doesn’t, establish a new theory.
  3. If none of your theories are working, escalate.
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6
Q

What should you do when establishing a plan of action to resolve the problem and implement the solution?

A
  1. Build a plan with minimal impact to operations.
  2. Refer to any vendor documentation or support for the issue.
  3. Identify potential effects and make a plan B and C.
  4. Implement the fix during the change control window.
  5. Escalate to a 3rd party as necessary.
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7
Q

What should you do when verifying full system functionality and, if applicable, implementing protective measures?

A
  1. Have the user confirm the fix.
  2. Implement preventative measures through user education.
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8
Q

What should you do when documenting the findings, actions, and outcomes?

A
  1. Document actions and outcomes.
  2. Add to the formal knowledge base.
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9
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot POST beeps?

A
  1. Check the documentation for the meaning of the beeps.
  2. If there is a blank screen on boot, you have bad video, RAM, or CPU, or a BIOS config issue.
  3. If the time is incorrect or has been reset, you need to replace the CMOS battery.
  4. Might try to boot to an unintended drive, in which case change the boot order.
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10
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot proprietary crash screens?

A

Windows:
1. Check Event Viewer.
2. May be able to have manufacturer check error logs, or can research Windows stop code yourself.
3. Could be bad drivers, so try a system restore or driver rollback.
4. If it boots into Safe Mode, try and reseat any new hardware.
5. If still occuring, do a full hardware diagnostic using manufacturer utilities or using the BIOS to run the scan, if availble.

Mac:
1. Restart the computer and check the console logs, as it could be a bad app, or a memory or storage issue.

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11
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot black screen?

A
  1. Check the power and signal cables to the monitor.
  2. Change the input selection on the monitor.
  3. If the image is dim, check brightness controls.
  4. Try the monitor on a different computer.
  5. Try VGA mode from BIOS.
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12
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot no power?

A

If nothing happens at all:
1. Check outlet for power.
2. Check PSU for power.
3. Check PSU switch and cabling.

If fans spin:
1. Check if fans are connected to motherboard or PSU to check which is functioning.
2. Check if it POSTs, then troubleshoot POST issues.

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13
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot sluggish performance?

A
  1. Check task manager for processes with high CPU utilization.
  2. Windows may be updating.
  3. Check amount of disk space and defrag.
  4. If it’s a laptop, check for power-saving mode.
  5. Check for overheating.
  6. Antivirus/malware may be running.
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14
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot overheating?

A
  1. Check temps using BIOS or program like HW monitor.
  2. Clean and clear the path of airflow.
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15
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot a burning smell?

A
  1. Disconnect from power immediately.
  2. Open the case and see if a particular component failed or if you need a new motherboard.
  3. Replace components or motherboard.
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16
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot intermittant shutdown?

A
  1. Check Event Viewer to see if it recorded the shutdown.
  2. Check fans, heat sinks, and airflow, and monitor the temp.
  3. Check Device Manager or run a diagnostic to see if a particular component is failing.
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17
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot app crashes?

A
  1. Check the Event Log.
  2. Check Reliability Monitor.
  3. Reinstall app.
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18
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot a grinding noise?

A
  1. Rattling means loose components. Reinstall or replace.
  2. Scraping is a hard drive issue. Replace.
  3. Clicking or oscillating sound is a fan problem. Clear its path.
  4. Pops are blown capacitors. Replace.
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19
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot capacitor swelling?

A
  1. Locate the capacitor as the swelling may be subtle.
  2. Replace.
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20
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot lockups?

A
  1. Check for any activity such as hard drives spinning, status lights, toggling key locks, or Ctrl-Alt-Delete.
  2. Update drivers and software, or uninstall new software.
  3. Check for low resources
  4. Run hardware diagnostic.
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21
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot continuous reboots.

A
  1. Determine how far in the boot process it goes to determine if a BIOS or an OS issue.
  2. Use Safe Mode to disable the automatic restart setting to see error code.
  3. Replace bad hardware if indicated.
  4. Rollback drivers.
  5. If still not working, use F8 during boot to go to last known good configuration.
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22
Q

When it comes to the motherboard, RAM, CPU, and PSU, how do you troubleshoot inaccurate system date/time?

A

Replace CMOS battery.

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23
Q

What are signs storage has failed?

A
  1. Read/write failures, the inability to use the disc.
  2. Slow performance, constant LED activity, or constant reattempts to access.
  3. A loud clicking or grinding noise.
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24
Q

How do you trouble shoot disk failure?

A
  1. Get a backup.
  2. Check for any loose cabling.
  3. If the device runs for a while before symptoms occure, check for overheating.
  4. Check the PSU, especially if new devices were added.
  5. Run hard drive diagnostics.
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25
Q

What are the symptoms of boot failure?

A
  1. Drive not recognized, Boot Device not Found. Accompanied with beeps, or lights, or error message.
  2. OS not found. The drive is there, the OS isn’t.
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26
Q

When it comes to storage, how do you troubleshoot “bootable device not found?”

A
  1. Check the cables.
  2. Remove any removable boot devices, check the boot sequence in the BIOS, and ensure drive is enabled.
  3. If it’s new hardware, check to make sure the power and data cables are installed correctly. Try multiple SATA slots. Try the device in another computer.
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27
Q

When it comes to storage, how do you troubleshoot data loss/corruption?

A
  1. Always have a backup. Discs stop spinning, and SSDs may decide to read but not write.
  2. Third parties might be able to recover data from the disk.
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28
Q

When it comes to storage, how do you troubleshoot RAID failure?

A
  1. Check the controller utility during startup for RAID issues. Replace bad drives if you can.
  2. The RAID controller is missing or bad.
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29
Q

When it comes to storage, how do you troubleshoot SMART failure?

A
  1. Use SMART utilities to access data about the drive, including errors.
  2. RAID arrays will update you on performance.
  3. Replace when the errors start ticking up.
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30
Q

When it comes to storage, how do you troubleshoot extended read/write times?

A
  1. Know that 200 IOPS is the norm for HDDs, 1,000,000 IOPS for SSDs.
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31
Q

When it comes to storage, how do you troubleshoot with IOPS?

A
  1. Use it as a standard to compare.
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32
Q

When it comes to storage, how do you troubleshoot missing drives in OS?

A
  1. Check the BIOS for the drive.
  2. Check the cables/connections.
  3. If it’s a network share, rerun the log-in script.
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33
Q

When it comes to displays, how do you troubleshoot an incorrect data source?

A
  1. Change the input source.
  2. Verify the cable connections on the monitor and the video output.
  3. Swap the cable.
  4. Restart both the computer and monitor.
34
Q

When it comes to displays, how do you troubleshoot a physical cabling issues?

A
  1. Inspect the cable.
  2. Check the connections.
  3. Test with a different cable.
  4. Try a different port.
35
Q

When it comes to displays, how do you troubleshoot a burned-out bulb?

A
  1. Check lamp indicators.
  2. Inspect the lamp.
  3. Replace the lamp, making sure to let cool before handling.
36
Q

When it comes to displays, how do you troubleshoot a fuzzy image?

A
  1. Set the display resolution to match the monitor’s native resolution, or a multiple of it.
  2. Adjust the refresh rate.
  3. Swap the video cable.
  4. Disable hardware acceleration.
37
Q

When it comes to displays, how do you troubleshoot display burn-in?

A
  1. Some displays pixel shift to avoid.
  2. On an LCD, you can try to display a white screen for an extended period.
38
Q

When it comes to displays, how do you troubleshoot dead pixels?

A
  1. Clean the monitor screen.
  2. Replace.
39
Q

When it comes to displays, how do you troubleshoot a flashing screen?

A
  1. Check the video cables and connections.
  2. Swap the cable.
  3. Switch display mode.
  4. Confirm the video card display settings in the OS.
40
Q

When it comes to displays, how do you troubleshoot incorrect color display?

A
  1. Check monitor settings for tint and custom color presets.
  2. Factory reset the device.
  3. Check drivers.
  4. Check time of day based color shift settings.
41
Q

When it comes to displays, how do you troubleshoot audio issues?

A
  1. Check for physical controls on the display.
  2. Change input settings on monitor.
  3. Confirm the audio input in the OS.
  4. Check for different possible inputs.
42
Q

When it comes to displays, how do you troubleshoot a dim image?

A
  1. Check brightness and contrast settings.
  2. Check the OS for auto-dimming due to battery level, and driver settings.
  3. Check for broken backlight.
43
Q

When it comes to displays, how do you troubleshoot intermittent projector shutdown?

A

Ensure proper airflow.

44
Q

When it comes to mobile devices, how do you troubleshoot poor battery health?

A
  1. Disable WiFi, Bluetooth, GPS.
  2. Use airplane mode if consistently in area with a poor reception.
  3. Check app battery usage.
  4. Replace battery or device.
45
Q

When it comes to mobile devices, how do you troubleshoot a swollen battery?

A
  1. Stop using the device immediately and do NOT open.
  2. Dispose of the battery according to local regulations.
  3. Replace battery or device.
46
Q

When it comes to mobile devices, how do you troubleshoot a broken screen?

A
  1. Backup the device.
  2. Apply a screen protector or clear tape to the screen.
  3. Replace the screen.
47
Q

When it comes to mobile devices, how do you troubleshoot improper charging?

A
  1. Check the cable interface for blockages.
  2. Check the cable and try a known good cable.
  3. Check the voltage on the power adapter with a multimeter.
48
Q

When it comes to mobile devices, how do you troubleshoot poor/no connectivity?

A

For cellular, try going outside.

For Wi-Fi, try changing the frequency or channel of the access point.

49
Q

When it comes to mobile devices, how do you troubleshoot liquid damage?

A
  1. Power off the device.
  2. Check the Liquid Contact Indicator.
  3. Remove everything you can, case, back, battery, etc.
  4. Put in container with silica gel packets.
  5. Leave it completely alone for a day, or until completely dry.
  6. Then power on and hope for the best
50
Q

When it comes to mobile devices, how do you troubleshoot overheating?

A
  1. Avoid direct sunlight.
  2. Phone will automatically shut down.
  3. Check app CPU usage, brightness of display, and charging.
51
Q

When it comes to mobile devices, how do you troubleshoot digitizer issues?

A

Reset the OS or remove the battery.

52
Q

When it comes to mobile devices, how do you troubleshoot physically damaged ports?

A

Replace the device or the motherboard.

53
Q

When it comes to mobile devices, how do you troubleshoot malware?

A
  1. Look for unusual apps, large data transfers, pop-up messages, high CPU or battery usage, or overheating.
  2. Use a malware or security app.
54
Q

When it comes to mobile devices, how do you troubleshoot cursor drift?

A

Use the touch calibration app/setting.

55
Q

When it comes to mobile devices, how do you troubleshoot touch calibration?

A

Use the touch calibration app/setting.

56
Q

How do you test a printer?

A
  1. Use the test page from Windows Control Panel.
  2. Use diagnostic tools, some are web-based and built into the printer, some are vendor specific, some are generic.
57
Q

When it comes to printers, how do you troubleshoot lines down the printed page?

A

Inkjet - Clean the print heads.

Laser - Check for a scratched drum.

58
Q

When it comes to printers, how do you troubleshoot garbled print?

A
  1. Confirm correct printer driver installation.
  2. Confirm correct driver settings.
  3. Print test page.
  4. Confirm app is sending to correct printer model.
59
Q

When it comes to printers, how do you troubleshoot toner not fusing to the paper?

A

Replace the fuser assembly.

60
Q

When it comes to printers, how do you troubleshoot paper jams?

A
  1. Carefully remove the paper, taking care not to rip the paper or damage internals.
  2. If creasing, something is blocking the path of the paper, or its weight is too high.
61
Q

When it comes to printers, how do you troubleshoot faded print?

A

Replace toner or ink.

62
Q

When it comes to printers, how do you troubleshoot incorrect paper size?

A
  1. Printer normally gives you a chance to select paper size.
  2. Change defaults in the printer settings.
63
Q

When it comes to printers, how do you troubleshoot paper not feeding?

A

Double check the trays and replace pickup rollers.

64
Q

When it comes to printers, how do you troubleshoot multipage misfeed?

A

Double check the trays and replace pickup rollers.

65
Q

When it comes to printers, how do you troubleshoot multiple prints pending in queue?

A
  1. Check Event Viewer for PrintService issues.
  2. Restart the spooler and watch the jobs go to the printer to see which is the bad one.
66
Q

When it comes to printers, how do you troubleshoot specking on printed pages?

A

Replace drum or drum cleaner.

67
Q

When it comes to printers, how do you troubleshoot double/echo images on the print?

A

Replace drum or drum cleaner.

68
Q

When it comes to printers, how do you troubleshoot incorrect color settings?

A
  1. Calibrate the monitor to make sure it’s correct.
  2. Use bright white paper.
  3. Calibrate the printer to use the appropriate amount of ink or toner.
69
Q

When it comes to printers, how do you troubleshoot a grinding noise?

A
  1. Check manual for process to remove a paper jam, or to reset the InkJet carriage.
  2. May require third-party repair or a replacement.
70
Q

When it comes to printers, how do you troubleshoot staples jams?

A
  1. Follow process in documentation.
71
Q

When it comes to printers, how do you troubleshoot hole punch issues?

A

Adjust driver settings.

72
Q

When it comes to printers, how do you troubleshoot incorrect page orientation?

A
  1. Adjust printer default orientation settings.
  2. Adjust driver settings.
73
Q

When it comes to a network, how do you troubleshoot no wireless connectivity?

A
  1. Check for link light.
  2. Ping loopback (127.0.0.1) to make sure device can actually communicate over a network.
  3. Ping local network adapter.
  4. Ping the default gateway.
  5. Ping devices on the other side of the routher (e.g., 8.8.8.8)
74
Q

When it comes to a network, how do you troubleshoot intermittent wireless connectivity?

A
  1. Check for interference (looking at the Signal to Noise ratio) on same frequency using OS or 3rd Party tool.
  2. Ensure device is close enough to access point.
  3. Change frequencies or channels.
75
Q

When it comes to a network, how do you troubleshoot slow network speeds?

A
  1. Check the local IP address for APIPA.
  2. Check for link light.
  3. Ping loopback (127.0.0.1) to make sure device can actually communicate over a network.
  4. Ping local network adapter.
  5. Ping the default gateway.
  6. Ping devices on the other side of the routher (e.g., 8.8.8.8)
76
Q

When it comes to a network, how do you troubleshoot limited connectivity?

A
  1. Check the local IP address for APIPA.
  2. Check for link light.
  3. Ping loopback (127.0.0.1) to make sure device can actually communicate over a network.
  4. Ping local network adapter.
  5. Ping the default gateway.
  6. Ping devices on the other side of the routher (e.g., 8.8.8.8)
77
Q

When it comes to a network, how do you troubleshoot jitter?

A
  1. Check bandwidth consumption.
  2. Check for old equipment that can’t meet the speed necessary.
  3. Perform packet capture for closer look.
78
Q

When it comes to a network, how do you troubleshoot poor VoIP quality?

A
  1. Check bandwidth consumption.
  2. Check for old equipment that can’t meet the speed necessary.
  3. Perform packet capture for closer look.
79
Q

When it comes to a network, how do you troubleshoot port flapping?

A
  1. Check the wiring.
  2. Move between switch interfaces to determine if the issue is the switch or the device.
  3. Replace any bad hardware or cable.
80
Q

When it comes to a network, how do you troubleshoot high latency?

A
  1. Examine the response times at every step potentially using several measuring tools.
  2. Peform packet capture.
81
Q

When it comes to a network, how do you troubleshoot external interference?

A
  1. Ensure device is close enough to access point.
  2. Change frequencies or channels.

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