Module 1 - Unit 5 - Troubleshooting Flashcards
Troubleshooting
A process of problem solving. Problems have causes, symptoms and consequences
Troubleshooting Model (1st Step)
Identify the problem
Troubleshooting Model (2nd Step)
Research knowledge
Troubleshooting Model (3rd Step)
Establish a theory of probable cause
Troubleshooting Model (4th Step)
Test the theory to determine probable cause
Troubleshooting Model (5th Step)
Establish a plan of action
Troubleshooting Model (6th Step)
Implement the solution
Troubleshooting Model (7th Step)
Verify full system functionality and introduce preventive measures
Troubleshooting Model (8th Step)
Documentation
True or False: Aiming to be efficient is better than following a set of procedures
False. (A methodical process is the ideal, but because of time-critical process, efficiency is needed. In the real world, there need to be a balance between the two.)
What is normally implied if the reference system failed to duplicate the problem?
It normally implies that there is something wrong with the user’s local environment.
“Determine if anything has changed”. Which troubleshooting step does this sub-step falls under?
First step. (Changes may be totally unrelated, like a change to the desk position)
What is the theory of probable cause?
A process of thinking about possible cause and then eliminating those possible cause through testing to arrive at the root cause
What does POST stands for in PC?
Power-On-Self-Test
What is POST?
A program stored in the firmware that ensures all component in the computer is present.
True or False: The act of resolving a problem can occur at any stage of the troubleshooting process, as long as the problem is solved
False. (Changing something to the system without confirming the cause might worsen the situation)
What are the outline for plan of action?
Repair, Replace, Ignore
What does escalating means in troubleshooting?
Passing the problem on to someone else to resolve, typically someone with more experience and are in higher position
You are advising a colleague about best practices when troubleshooting. You have identified the following techniques to use to identify a problem: gather information, duplicate the problem, question users, identify symptoms, and approach multiple problems individually. If you are following CompTIA’s troubleshooting model, what other piece of advice should you give?
Determine if anything has changed–this is one of the most useful troubleshooting techniques
You have asked a senior manager to authorize your plan of action for resolving a fault in a software application. What name is given to the process you are following?
You might escalate a problem to more experienced staff or seek help with a solution plan that is beyond your authority to put into action.
You are setting up a new computer, but it doesn’t seem to be working. Should you check anything or contact the manufacturer?
It would be best to double-check you have connected the cables correctly (especially power)
Your computer locks up periodically and feels hot to the touch. Could these things be related?
Yes, many lockup problems are caused by overheating. The first step would be to clean the fan exhaust vents of dust
What crucial piece of information would you need when trying to locate support information about a computer system on the manufacturer’s website?
The model number or a service code
If you do not have a support contract, what is likely to be the best option for obtaining advice about a problem with an application?
A product support or community forum
You are looking for content on a topic but your search is returning millions of matches that are not particularly helpful. What two methods could you use to get better search results?
Use more search keywords (ideally with ‘uncommon’ words) or search for an exact phrase by enclosing it in quotes
You want to find something on a particular website, but the site does have a search tool. Could you use a general search engine, and if so, how?
Yes–you use an advanced search form or use the site: operator (for example ‘certification site:comptia.org’)
