Introduction to Troubleshooting

Question 1

There is a problem with the power supplied to a group of computers and you do not know how to fix the problem. What should you do first?
A. Establish a theory of why you can’t figure out the problem.
B. Contact the building supervisor or your manager.
C. Test the theory to determine the cause.
D. Document findings, actions, and outcomes.

Answer 1

B. Contact the building supervisor or your manager.

Question 2

You have confirmed the theory that a video card is bad and needs to be replaced. What should you do next?
A. Escalate the problem.
B. Document your actions so far.
C. Establish a plan of action.
D. Question the user.

Answer 2

C. Establish a plan of action.

Question 3

A computer won't turn on when you press the power button. What should you check first?
A. If an operating system is installed.
B. Documentation
C. If the monitor is plugged in.
D. If the computer is plugged in.

Answer 3

D. If the computer is plugged in.

Question 4

Which of these is contained within step 1 of the six-step troubleshooting process?
A. Question the user.
B. Document findings.
C. Establish a new theory.
D. Escalate the problem.

Answer 4

A. Question the user.

Question 5

Which of the following are possible faulty components when there is nothing on the display? (Select all that apply.)
A. Sound card.
B. Video card.
C. Processor
D. Network Card.

Answer 5

B. Video card

C. Processor

Question 6

You dropped a screw in the case of a PC. What is the best tool to use to retrieve the screw?
A. Compressed air
B. Computer vacuum
C. Plastic tweezers
D. Screwdriver with magnetized tip

Answer 6

C. Plastic tweezers

Question 7

What is the last step of the six-step troubleshooting process?
A. Question the user.
B. Verify full system functionality.
C. Establish a plan of action.
D. Document findings.

Answer 7

D. Document findings.

Question 8

What is the second step of the A+ troubleshooting methodology?

A. Identify the problem.
B. Establish a theory of probable cause.
C. Test the theory.
D. Document.

Answer 8

B. Establish a theory of probable cause.

Question 9

When you run out of possible theories for the cause of the problem, what should you do?

A. Escalate the problem.
B. Document your actions so far.
C. Establish a plan of action.
D. Question the user.

Answer 9

A. Escalate the problem.

Question 10

What should you do before making any changes to the computer?

A. Identify the problem.
B. Establish a plan of action.
C. Perform a backup.
D. Escalate the problem.

Answer 10

C. Perform a backup.

Question 11

Which of these is part of step five of the six step troubleshooting process?

A. Identify the problem.
B. Document findings.
C. Establish a new theory.
D. Implement preventative measures.

Answer 11

D. Implement preventative measures.

Question 12

What should you do next after testing the theory to determine cause?

A. Establish a plan of action to resolve the problem.
B. Verify full system functionality.
C. Document findings,actions, and outcomes.
D. Implement the solution.

Answer 12

A. Establish a plan of action to resolve the problem.