Hardware and Network Troubleshooting (8) Flashcards
A user reports the wireless internet connection will randomly shut down in the afternoon. You check the internet router by the window to find it still has power. What is the most likely cause of this problem?
Printer queue full
Wireless router overheating
Workstation requires patching
Wireless router overheating
The most likely explanation is that the wireless router is overheating. If it randomly shuts down in the afternoon, being in the sun may contribute to overheating
A technician is troubleshooting a desktop computer that he suspects has a network card problem. He has tested his theory to determine the cause of the problem. According to troubleshooting theory, which step should he take next?
Document findings, actions and outcomes
Verify full system functionality
Establish a plan of action to resolve the problem and implement the solution
Establish a plan of action to resolve the problem and implement the solution
Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes
You are troubleshooting a laptop that you suspect was infected with malware. You have established your plan of action and implemented the solution. According to troubleshooting theory, which step should you take next?
Test the theory to determine cause
Determine next steps to solve the problem
Verify full system functionality and, if applicable, implement preventive measures
Verify full system functionality and, if applicable, implement preventive measures
Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes
A technician is troubleshooting a suspected hard drive issue. He is following the troubleshooting theory. As part of identifying the problem, what should he do?
If necessary, conduct external or internal research based on symptoms
Question the user and identify user changes to the computer
Determine next steps to resolve the problem
Question the user and identify user changes to the computer
Part of identifying the problem is to question the user, identify user changes to the computer, and perform backups before making changes. One could argue that doing external or internal research is part of identifying the problem as well, but in A+ troubleshooting theory, that step is part of establishing a theory of probable cause. Troubleshooting theory for the A+ exam consists of six steps: Identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes
You are troubleshooting a MacBook Pro and have identified the problem. According to troubleshooting theory, which step should you take next?
Establish a theory of probable cause
Question the user and identify user changes to the computer
Test the theory to determine the cause
Establish a theory of probable cause
Troubleshooting theory for the A+ exam consists of six steps: Identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes. Questioning the user and identifying user changes is part of the first step of identifying the problem
You are troubleshooting a Windows Vista desktop computer that appears to be having driver issues. According to troubleshooting theory, when is the appropriate time to perform backups of the system?
Before making changes
After documenting findings, actions, and outcomes
Before identifying the problem
Before making changes
According to troubleshooting theory, backups should be made before making changes. This is part of the first step, which is identifying the problem. In reality, it does make a lot of sense to perform backups before making major changes to a system. Just in case
You are troubleshooting a difficult network connectivity problem. You have tested your theory to determine cause and found that you were wrong. According to troubleshooting theory, you have two choices for next steps. What are they? (Choose two)
Tell the user that the problem has been fixed, and document it as such
Verify full system functionality and document findings, actions, and outcomes.
Escalate the issue
Establish a theory of probable cause
Escalate the issue
Establish a theory of probable cause
When troubleshooting an issue, a technician should never leave it unresolved. If the technician’s first attempt at solving the problem failed, there are two acceptable next steps, depending on the situation and available resources. The first is to establish a new theory and test it. The second is to escalate the issue to a more experienced technician who may be able to solve it
You are about to begin troubleshooting a laptop with no display. According to troubleshooting theory, before you begin troubleshooting, what should you always consider?
The cost associated with hardware replacement
The implications of delivering bad news to management
The corporate polices, procedures, and impacts before implementing changes
The corporate polices, procedures, and impacts before implementing changes
It’s always good to consider the feelings of the user, such that you don’t make them feel worse for a situation that they likely already feel bad about. But, the right answer is to consider corporate policies, procedures, and impacts before implementing changes. Perhaps considering user feelings should be part of the corporate policies and procedures for technicians
You are troubleshooting a laptop with a video problem. According to troubleshooting theory, there are two immediate steps you can take after testing the theory to determine cause. What are those two steps? (Choose two)
Determine next steps to resolve the problem
If necessary, conduct external or internal research based on symptoms
Question the user and identify user changes to the computer
Establish a new theory or escalate the problem
Determine next steps to resolve the problem
Establish a new theory or escalate the problem
When testing your theory, there are two logical outcomes. One is that your theory is correct and you can determine the next steps to solve it. The other is that you are incorrect and you need to establish a new theory or escalate the issue to someone better equipped to handle the situation. Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes
You are troubleshooting a desktop computer that is exhibiting erratic behaviour. As part of establishing a theory of probable cause, what step should you take, as part of the troubleshooting process?
Determine next steps to resolve the problem
Establish a plan of action to resolve the problem
If necessary, conduct external or internal research based on symptoms
If necessary, conduct external or internal research based on symptoms
Part of establishing a theory of probable cause is to perform external or internal research based on symptoms. One could argue that you might also do this at any time during the troubleshooting process. Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes
You need to troubleshoot a laptop computer that is having video problems. According to troubleshooting theory, what is the first step you should take?
Establish a theory of probable cause
Establish a plan of action to resolve the problem and implement the solution
Identifying the problem
Identifying the problem
Troubleshooting theory for the A+ exam consists of six steps: identify the problem; establish a theory of probable cause; test the theory to determine cause; establish a plan of action to resolve the problem and implement the solution; verify full system functionality and, if applicable, implement preventive measures; and document findings, actions, and outcomes
You get a service ticket that a user is having to constantly reset the system’s time. What part of the system is likely at fault?
RAM
CPU
BIOS
BIOS
The BIOS, with the help of a small, CMOS battery, maintains the proper time. Windows picks this up and displays it. If the CMOS battery may need to be changed
After a junior analyst rebuilt a system, the system now attempts to boot to incorrect device. What would be at fault in his scenario?
RAM
Power
Motherboard
Motherboard
The motherboard contains the BIOS, which controls the order in which bootup tries the devices available. On bootup, this device order is used to search for an operating system to launch
A user reports that their system experiences intermittent device failure, with no particular pattern or predictable device. What might be the area causing the problem?
CPU
Power
Hard drive
Power
When a system experiences intermittent device failure, it’s most likely the power supply is delivering with intermittent voltage or current. If the RAM were faulty, you might see problems such as data corruption and system errors. If the CPU were faulty, the problems range from the operating system is likely to fail or crush a variety of ways, such as OS freezing or a “blue screen of death.” Additionally, the system CPU may overheat
A user calls and tells you that his system’s indicator lights are blinking with no bootup. Additionally, he hears that fans running, but no power to other devices. What might be the problem? (Choose two)
CPU
RAM
BIOS
Power
CPU
Power
For these symptoms, the problem could easily be either a CPU which has failed entirely or the power supply fails to deliver some voltages and is providing others, e.g. 12V is fine, while the 5V has failed
