Module 13

Question 1

What are the 6 steps of the troubleshooting methodology?

Answer 1

1.) Identify the problem
2.) Establish theory of probable cause
3.) Test theory to determine cause
4.) Establish plan of action
5.) Verify system functionality
6.) Document findings

Question 2

After identifying all probable causes of a problem, which step should you follow?

Answer 2

Rank probable causes

Question 3

Which steps of resolving a problem would be external research?

Answer 3

Consulting a vendor knowledge base
Consulting industry or academic literature

Question 4

After testing a theory and evaluating the results, the issue is not resolved, what is the next course of action?

Answer 4

Develop a new theory

Question 5

Implementing an action plan to resolve a problem should ideally be performed at which time?

Answer 5

During maintenance windows

Question 6

If a user indicates that they are not able to access a resource, but you as a tech support member are able to access the same resource, in which state should you consider this issue?

Answer 6

Unresolved

Question 7

A knowledge base is typically constructed from which general components?

Answer 7

Actions
Outcomes
Findings

Question 8

Which diagnostic method can provide a sequence of beeps to help resolve a problem?

Answer 8

POST

Question 9

Which disk utility or method can be used to restore or repair critical boot files on a storage drive?

Answer 9

Bootrec

Question 10

Which type of display issue can temporarily leave traces of an image behind after the image has changed?

Answer 10

Artifact

Question 11

What is the most likely cause of a mobile device losing all connectivity to other devices and/or networks?

Answer 11

Accidental activation of airplane mode