Lesson 03-A Flashcards
What is the first step in the troubleshooting process?
Identify the problem
This involves establishing the consequence or impact of the issue and listing symptoms.
What are the three components of a problem?
Causes, symptoms, and consequences
Understanding these components helps in effective troubleshooting.
In troubleshooting, why is it important to gather information from the user?
Users are often the best source of information about the problem
Asking the right questions can clarify the situation.
What should you do before changing system configuration?
Perform backups
This ensures data safety before making any changes.
What is the purpose of establishing a theory of probable cause?
To identify possible causes and guide the troubleshooting process
This helps in focusing the investigation effectively.
What should you do if your theory is not confirmed?
Re-establish a new theory or escalate
This allows for continued investigation or obtaining further assistance.
What are the three generic approaches to resolving an IT problem?
- Repair
- Replace
- Workaround
Each approach has its own considerations based on cost and feasibility.
When implementing a solution, what should you do after each change?
Test after each change
This ensures that the change resolves the issue without introducing new problems.
What is the significance of documenting findings, actions, and outcomes?
It provides a record for future troubleshooting and demonstrates support department activities
Documentation is crucial for maintaining a knowledge base.
What is a ‘known good’ duplicate?
A working copy of a cable or device used for testing by substitution
This technique helps in identifying faulty components.
What should be included in vendor instructions during troubleshooting?
Clear understanding of the steps required
Especially important if disassembly or complex reconfiguration is needed.
How can environmental changes affect troubleshooting?
They might introduce new problems or complicate existing ones
Awareness of these changes is essential for accurate diagnosis.
True or False: The most effective solution is always to fix the original cause of a problem.
False
Sometimes addressing the consequences is more practical from a business perspective.
Fill in the blank: Troubleshooting begins with a process of _______.
[problem-solving]
What should you do if you cannot solve a problem yourself?
Escalate it
This prevents wasting time and allows for faster resolution.
What is the role of preventive measures in troubleshooting?
To eliminate factors that could cause the problem to reoccur
This helps in maintaining system stability.
What type of information should be consulted during troubleshooting?
- System documentation
- Installation logs
- Event logs
- Diagnostic tools
These sources provide valuable insights into the problem.
What should be your next troubleshooting step after identifying the probable cause of a reported problem?
Verify the cause and develop a plan to resolve the issue
This step ensures that the identified cause is indeed correct before taking action.
Before opening the system case to troubleshoot a computer, what should you check?
Ensure the computer is powered off and unplugged
This is critical for safety to prevent electrical shock or damage to components.
What should you do if you cannot determine the cause of a problem?
Escalate the issue to a higher level of support or consult additional resources
This ensures that the problem is addressed effectively by someone with more expertise.
What is your next troubleshooting step after discovering a solution that involves installing a software patch?
Test the patch in a controlled environment before widespread deployment
This helps to mitigate potential issues that could arise from the patch.
After applying a troubleshooting repair, replacement, or upgrade, what should you do next?
Document the changes made and monitor the system for any issues
Documentation is essential for future reference and helps in tracking the effectiveness of the solution.
