SG: Ch 13: Troubleshooting Methodology and Resolving Core Hardware Problems Flashcards
You have fixed a printer problem and verified full functionality. What is the next step to take in the best practice methodology?
A. Document findings, actions, and outcomes.
B. Conduct internal or external research.
C. Review system and application logs.
D. Establish a theory of probable cause.
A. Document findings, actions, and outcomes.
After verifying full system functionality and implementing preventive measures as needed, the final step in the best practice methodology is to document findings, actions, and outcomes.
You are troubleshooting a Windows-based desktop computer that is experiencing unexpected shutdowns. Which of the following would be a good next step to resolve the issue? (Choose all that apply.)
A. Replace the motherboard, CPU, and RAM to see if it resolves the problem.
B. Replace the RAM to see if it resolves the problem.
C. Reinstall Windows to see if it resolves the problem.
D. Replace the CPU to see if it resolves the problem.
B. Replace the RAM to see if it resolves the problem.
D. Replace the CPU to see if it resolves the problem.
Intermittent shutdowns are hard to troubleshoot but are most likely hardware related. When troubleshooting, always make one change at a time to try to resolve the issue. Replacing the RAM or the CPU to see if it resolves the problem could be a good next step, but replacing three components at once is too many changes unless you have specific reason to believe it is all three. Reinstalling Windows is probably overkill as well. Narrow down the issue before implementing sweeping solutions such as that.
When a desktop computer boots up, there is no video on the LCD monitor, just a blank screen. The system makes one beep when it powers on, and air is coming out of the case fan. What is the most likely cause of the problem?
A. The motherboard has failed.
B. The video card has failed.
C. The monitor is disconnected.
D. The CPU or RAM has failed.
C. The monitor is disconnected.
When troubleshooting, always question the obvious. In this case, the system beeps once, which is usually a signal from the BIOS that POST completed successfully, and air is coming from the system fan. All of that appears to be normal. Check to see that the monitor is connected properly to the desktop computer and that it’s receiving power.
You have implemented a solution that resolved an audio problem on a laptop computer. Following the best practice methodology, what is the next step to take?
A. Document findings, actions, and outcomes.
B. Verify full system functionality and, if applicable, implement preventive measures.
C. Establish a plan of action to resolve the problem
D. Review system and application logs.
B. Verify full system functionality and, if applicable, implement preventive measures.
The fourth step in the best practice methodology is to establish a plan of action to resolve the problem and implement the solution, which was done already. The next step is to verify full system functionality and implement preventive measures. The final step is to document findings, actions, and outcomes. Reviewing system and application logs is part of identifying the problem, which is the first step.
You have discovered a fix for a broken laptop. Before implementing changes, what should you consider, according to the best practice methodology?
A. The user’s budget
B. Company reputation
C. Upgrade feasibility
D. Corporate policies
D. Corporate policies
According to the best practice methodology, you should always consider corporate policies, procedures, and impacts before implementing changes. The user’s budget, company reputation, and upgrade feasibility are not mentioned in the best practice methodology to resolve problems.
When you turn on a desktop computer, you hear a loud squealing noise coming from inside the case. Which components are potential culprits for making the noise? (Choose all that apply.)
A. CPU fan
B. Power supply fan
C. HDD
D. SSD
E. CPU
F. RAM
A. CPU fan
B. Power supply fan
C. HDD
Only components with moving parts can make ticking, clicking, or squealing noises. It’s probably a fan of some sort (such as the CPU fan or power supply fan), or it could be a conventional hard drive. SSDs, CPUs, and RAM do not have moving parts and therefore could not be causing this problem.
You are solving a problem with a desktop computer that was caused by human error. When is the appropriate time to implement preventive measures, according to the best practice methodology?
A. When documenting findings, actions, and outcomes
B. When testing the theory to determine cause
C. When verifying full system functionality
D. When questioning the user to identify user changes
C. When verifying full system functionality
The fifth step in the best practice methodology is to verify full system functionality and, if applicable, implement preventive measures. This step occurs after a plan of action to resolve the problem has been established and before findings, actions, and outcomes have been documented.
You are identifying the problem while troubleshooting a network issue. Which of the following are proper steps to help identify the problem? (Choose all that apply.)
A. Inquire regarding infrastructure changes.
B. Conduct internal or external research based on symptoms.
C. Review the system and application logs.
D. Determine the next steps to resolve the problem.
E. Question the user and identify user changes to the computer.
A. Inquire regarding infrastructure changes.
C. Review the system and application logs.
E. Question the user and identify user changes to the computer.
The three sub-steps to identify the problem are: question the user and identify user changes to computer; inquire regarding environmental or infrastructure changes; and review the system and application logs. Conducting internal or external research is part of establishing a theory of probable cause. Determining the next steps to resolve the problem is part of testing the theory to determine cause.
You have been troubleshooting a laptop for an hour and have established a theory of probable cause for the problem. What is the next step you should take?
A. Test the theory to determine the cause.
B. Document findings, actions, and outcomes.
C. Verify full system functionality and implement preventive measures.
D. Establish a plan of action to resolve the problem.
A. Test the theory to determine the cause.
The second step in the best practice methodology to resolve problems is to establish a theory of probable cause, which has been done here. The next step is to test the theory to determine cause. After that, establish a plan of action to resolve the problem, verify full system functionality, and document findings.
A user pushes the power button on her desktop computer but nothing happens. She double-checks that it is plugged in and that the wall outlet is working properly. Which components are most likely to cause this problem? (Choose two.)
A. Power supply
B. Motherboard
C. Power cord
D. CPU
E. RAM
A. Power supply
C. Power cord
If the wall outlet is functioning and the power cable is connected properly (always check the obvious), then the most likely culprits are the power supply or the power cord. The motherboard, CPU, and RAM are unlikely to cause a complete power failure in a computer.
A desktop computer is experiencing continuous reboots. It gets to the BIOS screen and then reboots every time. Which two components are most likely to cause this problem? (Choose two.)
A. Power supply
B. RAM
C. CPU
D. Motherboard
C. CPU
D. Motherboard
Continuous reboots are most likely caused by the motherboard or CPU failing. It’s possible it’s the RAM, but less likely. The power supply is the least likely cause of the problem in this scenario.
A Windows user complains that her computer keeps crashing. What is the proprietary crash screen she is most likely seeing?
A. Stop sign
B. Pinwheel
C. BSOD
D. Black screen
C. BSOD
When Windows-based systems crash, as can happen due to a memory, CPU, or motherboard problem, they will most likely display a Blue Screen of Death (BSOD). The good news is that the BSOD can often provide useful information, such as an error code, to help troubleshoot the problem. There is no stop sign proprietary crash screen, and the pinwheel is used in macOS and OS X. A black screen may indicate a system crash but is not proprietary to one operating system.
A technician who has been troubleshooting a computer tells you that the system is having problems with overheating. Which component is most likely to cause this issue?
A. Power supply
B. Motherboard
C. CPU
D. RAM
C. CPU
The processor runs the hottest of all computer components and is the most likely to overheat. Motherboards and RAM don’t generate a lot of heat. Power supplies most often have fans to help dissipate heat, and don’t run as hot as CPUs.
You are training a class of new technicians on troubleshooting motherboard issues. Which of the following are issues most likely caused by a failing CMOS battery? (Choose two.)
A. BIOS time and setting resets
B. Attempts to boot to the incorrect device
C. Intermittent device failure
D. BSOD/pinwheel errors
A. BIOS time and setting resets
B. Attempts to boot to the incorrect device
When the system is powered off, BIOS settings on a motherboard are maintained by the CMOS battery. If the battery fails, the system will likely forget the BIOS time and date settings and the boot order configuration. Replacing the CMOS battery will resolve the issue.
When a user turns on his desktop computer, nothing appears on the screen. He hears three long beeps, followed by three short beeps, and three long beeps. What should you do as a next step?
A. Replace the motherboard.
B. Replace the RAM.
C. Replace the CPU.
D. Look up the beep code on the manufacturer’s website.
D. Look up the beep code on the manufacturer’s website.
This system is producing a beep code and not completing the POST process. Different BIOS manufacturers use different beep codes. Look up this beep code on the manufacturer’s website before replacing any hardware.
