Module 6: Users

Question 1

Troubleshooting

Answer 1

The ability to diagnose and resolve a problem

Question 2

Root cause

Answer 2

The main factor that is causing the issues

Question 3

trouble shooting principles

Answer 3

1. Isolate the problem: Have tried?
2. Cookie crumbs: When did the problem first start?
3. Quickest Step: Which solution is the quickest to implement

Question 4

8 Step Trouble shooting process

Answer 4

1. Identify the problem
2. Formulate a theory
3. Test the theory
4. Evaluate the results
5. Establish an action plan
6. Implement the plan
7. Verify full system functionality
8. Document Findings

Question 5

5 R’s of troubleshooting

Answer 5

1. Reboot
2. Reinstall
3. Replug & Reset
4. Reimage
5. Replace

Question 6

Empathy

Answer 6

Looking at the problem from the user’s perspective