Module 1 - Unit 5 - Troubleshooting

Question 1

Troubleshooting

Answer 1

A process of problem solving. Problems have causes, symptoms and consequences

Question 2

Troubleshooting Model (1st Step)

Answer 2

Identify the problem

Question 3

Troubleshooting Model (2nd Step)

Answer 3

Research knowledge

Question 4

Troubleshooting Model (3rd Step)

Answer 4

Establish a theory of probable cause

Question 5

Troubleshooting Model (4th Step)

Answer 5

Test the theory to determine probable cause

Question 6

Troubleshooting Model (5th Step)

Answer 6

Establish a plan of action

Question 7

Troubleshooting Model (6th Step)

Answer 7

Implement the solution

Question 8

Troubleshooting Model (7th Step)

Answer 8

Verify full system functionality and introduce preventive measures

Question 9

Troubleshooting Model (8th Step)

Answer 9

Documentation

Question 10

True or False: Aiming to be efficient is better than following a set of procedures

Answer 10

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.)

Question 11

What is normally implied if the reference system failed to duplicate the problem?

Answer 11

It normally implies that there is something wrong with the user’s local environment.

Question 12

“Determine if anything has changed”. Which troubleshooting step does this sub-step falls under?

Answer 12

First step. (Changes may be totally unrelated, like a change to the desk position)

Question 13

What is the theory of probable cause?

Answer 13

A process of thinking about possible cause and then eliminating those possible cause through testing to arrive at the root cause

Question 14

What does POST stands for in PC?

Answer 14

Power-On-Self-Test

Question 15

What is POST?

Answer 15

A program stored in the firmware that ensures all component in the computer is present.

Question 16

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

Answer 16

False. (Changing something to the system without confirming the cause might worsen the situation)

Question 17

What are the outline for plan of action?

Answer 17

Repair, Replace, Ignore

Question 18

What does escalating means in troubleshooting?

Answer 18

Passing the problem on to someone else to resolve, typically someone with more experience and are in higher position

Question 19

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?

Answer 19

Determine if anything has changed–this is one of the most useful troubleshooting techniques

Question 20

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?

Answer 20

This is escalating the problem 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

Question 21

You are setting up a new computer, but it doesn’t seem to be working. Should you check anything or contact the manufacturer?

Answer 21

It would be best to double-check you have connected the cables correctly (especially power)

Question 22

Your computer locks up periodically and feels hot to the touch. Could these things be related?

Answer 22

Yes, many lockup problems are caused by overheating. The first step would be to clean the fan exhaust vents of dust

Question 23

What crucial piece of information would you need when trying to locate support information about a computer system on the manufacturer’s website?

Answer 23

The model number or a service code

Question 24

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?

Answer 24

A product support or community forum

Question 25

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?

Answer 25

Use more search keywords (ideally with ‘uncommon’ words) or search for an exact phrase by enclosing it in quotes

Question 26

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?

Answer 26

Yes–you use an advanced search form or use the site: operator (for example ‘certification site:comptia.org’)