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ITIL 4 > troubleshooting > Flashcards

troubleshooting Flashcards

1
Q

Power-on self (pots) beeps

A

Look at the documentation for your motherboard, which will list every beep code and what that beep code is associated with.

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2
Q

Proprietary crash screens (blue screen of death/ pinwheel)

A

Restart the computer, see if the screen came with an error code.
Check drivers, scan for malware, check hardware components, check for system updates.

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3
Q

No power

A

Use multi meter on outlet. Check the power supply and cabling. Make sure you have switches turned on. Look at the internal components to see if they are receiving power. Check POST to see i it identifies any problems during setup.

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3
Q

Black screen

A

Is the monitor connected? Check both power and signal cable. Input selection on monitor (hdmi, dvi, vga, etc). check brightness on monitor. Swap monitor/ try new one. No video after windows loads - use vga mode (f8). Run diagnostics on the system. Check event viewer to see if a single component is failing and causing the system to shut down.

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4
Q

Sluggish performance

A

Task manager - check for high CPU utilization and I/O in performance tab, kill processes. Windows update. Check for available space and defrag in disk. Laptops may be using power-saving mode throttles the CPU. Antivirus and anti-malware

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5
Q

Overheating (motherboard/pc)

A

Dust/Dirt accumulation on cooling fins (CPU, GPU)
Fans not spinning inside system.
Overclocked too much.
Bad thermal paste.
Disconnect from power immediately and check the motherboard for the faulty component

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6
Q

Burning Smell

A

Disconnect from power immediately and check the motherboard for the faulty component

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7
Q

Intermittent shutdown

A

No warning, black screen: check event viewer.
Heat-related issue: high CPU or graphics, gaming. Check fans and heat sinks. Bios may show fan status and temps.
Failing hardware: has anything changed? device manager, run diagnostics.
Could be anything: eliminate whats wrong

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8
Q

Application crashes

A

check the event log - often includes useful reconnaissance.
Check the Reliability Monitor - a history of application problems.
Reinstall the application - contact application support.

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9
Q

Grinding noise (for motherboards, Printers, and Hard drives)

A

The sound that a fan on a motherboard, case fan, hard drive, optical drive, or printer could make due to something getting caught in it, lack of oil, improperly inserted disk, or starting to fail.
For a printer, check gears, torn paper, paper clips, staples or labels along paper path
For hard drive that is a bad error, hopefully you have back ups

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10
Q

Capacitor swelling

A

A bulging end or top of a capacitor that indicates it is time to change it or the component of which it is a part, including the motherboard

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11
Q

Inaccurate system date/time

A

A BIOS function.
Check/replace CMOS battery

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12
Q

LED status indicators

A

Located on storage drivers and RAID arrays that indicate their optional status, such as power, activity, or errors.

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13
Q

Grinding Noises (Storage drivers and RAID)

A

mechanical failure of a storage drive or RAID. could be caused by faulty motor, misaligned read/ write head, or damaged platters

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14
Q

Clicking noises

A

a repetitive clicking sound that can indicate a problem with read/ write head of storage drive or raid. Can be caused by physical damage, wear and tear, or a firmware issue

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15
Q

Bootable device not found

A

An error message that appears when a computer cannot find the storage drive or RAID that contains the operating system. Can be caused by faulty cable, incorrect BIOS settings, or a failed storage device.

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16
Q

Data loss/ corruption

A

Refers to the loss or corruption of files or data on a storage drive or RAID, often due to hardware failure, malware, or software errors

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17
Q

Raid Failure

A

Where one or more disks in a RAID array have failed or are no longer functioning correctly, resulting in degraded performance or loss of data.

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18
Q

Self monitoring, Analysis, and reporting technology (SMART) failure

A

A system built into modern storage drivers that monitors the drives performance and reports any issues or errors.
Failure indicates that the drive has identified a problem that could lead to failure in the near future

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19
Q

Extended read/write times

A

Refers to abnormally slow read and write speeds on a storage drive or RAID, which can be caused by hardware or software issues, fragmentation, or data corruption.

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20
Q

Input/output operations per second

A

A measure of the number of input/output operations that a storage drive or RAID array can perform per second, which affects the overall speed and performance of the system

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21
Q

Missing drives in OS

A

A situation where a storage drive or RAID array is not visible or accessible in the operating system, which could be caused by faulty hardware, drive issue, or incorrect BIOS settings

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22
Q

Incorrect data source, physical cabling issues (video/projector/display)

A

make sure the video cable is connected correctly.
Make sure the projector/ display is on the right input.
Make sure the video cable is connected to the video source correctly.
Make sure the video source is powered on, and that it is set to output an external display.
Replace cable is needed.
Some video cables only work in one direction. make sure the cable is connected in the correct direction

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22
Q

Burned out bulb (video/projector/display)

A

The projector bulb lasts a limited amount of time, and then it burns out. If the bulbs burns out, then it must be replaced.

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23
Q

Fuzzy image (video/projector/display)

A

Adjust the projector lens. Some projectors can be automatically focus while other must be manually adjusted

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24
Q

Display burn-in (video/projector/display)

A

When a visible mark is left on the screen and remains no matter what you are doing.
Will need to replace the display, can not be fixed.

25
Q

Dead pixels (video/projector/display)

A

The display is damaged and should be replaced.
The projector is damaged and should be replaced. The light processing chip (DLP) may be replaced.

26
Q

Flashing screen (video/projector/display)

A

If the screen is flashing, there may be an issue with the display driver.
Determine if the issue is caused by an application. Reboot the computer, update the display driver.
Verify that the display cable is sealed correctly and not damaged.Verify the display is receiving an adequate power supply.

27
Q

Incorrect Display (video/projector/display)

A

Determine if caused by the display or by the video source.
Replace display and video cable source
If the artifact remains then the issue is video source: reboot the video source. Adjust the settings on the video source. Replace the graphics card/system board
If the artifact disappears, then the issue is with the display.
Preform a factory reset on the display, Replace the display

28
Q

Audio Issues (video/projector/display)

A

Verify that the audio cable is seated properly and not damaged.
Verify that the speakers are not damaged.

29
Q

Dim image (video/projector/display)

A

Increase the brightness of the display. If you’re unable to increase the brightness, the backlight or projector bulb may have burned out and should be replaced

30
Q

Intermittent projector shutdown (video/projector/display)

A

Lamp issues are often related to overheating, inadequate power supply or the end of its lifespan.
Check the power cord to make sure it is securely connected.
Replace the lamp if it is overheating.
Check the air filter in case it needs to be cleaned or replaced.

31
Q

Poor battery health (mobile devices)

A

If the battery health can not hold a charge for about 30 minutes, then replace it.
For a laptop battery, you can try a batter calibration before resorting to a battery replacement.

32
Q

Swollen battery (mobile devices)

A

Turn off device and replace battery immediately

33
Q

Broken screen (mobile devices)

A

Will need to be replaced if the break is severe enough to affect functionality

34
Q

Improper charging (mobile devices)

A

Most mobile devices have a charging indicator light or icon of some sort. To see the issue plug in ad see if the indicator is on. Typically caused by connection issue such as a damaged cable or the use of an aftermarket cable that is not fully compatible with the device.

35
Q

Poor/no connectivity (mobile devices)

A

Begin by checking to make sure the appropriate connectivity method is on, such as Bluetooth or moreless. If the connection method is enabled, check the signal strength of the connection. Poor connectivity can be caused by too much distance between the sending and receiving devices.

36
Q

Liquid damage (mobile devices)

A

Turn on the device immediately and let the device air dry. A laptop may be disassembled and cleaned using demineralized water and a lint free cloth

37
Q

Over heating (mobile devices)

A

shut down the device immediately and allow it to cool. To lessen the chance ensure the device is allowed proper airflow and keep all flow components clean and clear of dust

38
Q

Digitizer issues (mobile devices)

A

You can go to the settings of the device and attempt to re calibrate the digitizer. If it cannot be calibrated or fixed, you may be able to work around the issue by using a mouse and keyboard for input. With a mobile phone, the only method for fixing the digitizer is to fully power off the device and power back on. If this does not fix it then the screen will need to be replaced.

39
Q

Physically damaged ports (mobile devices)

A

Replace the ports

40
Q

Malware (mobile devices)

A

If malware is suspected, antivirus and anti malware software can identify, isolate, and remove most malware as well as defend against incoming malware. A firewall can also be used to help prevent infection.

41
Q

Cursor drift/ touch calibration (mobile devices)

A

Most commonly caused by a faulty pointing stick. You may move the input device around in an attempt to resolve the issue, or you can also attempt to re calibrate it. Re-calibration can also be used to remedy faulty calibrations on touch screens.

42
Q

Lines down the printed pages (inkjet printer issues)

A

Likely caused by a dirty or misaligned print head.
Clean the print head through the printer’s software utility. Ensure cartridges are properly aligned and not clogged.

43
Q

Garbled print (printer issues)

A

Communication errors or corrupted print data.
update printer drivers. Check for software conflicts. If the issue persists, try printing a different document or format.

44
Q

Toner not fusing to paper (printer issues)

A

fuser unit issues.
Check the fuser unit for damage. If it’s replaceable, consider replacing it. Consult the printer. Manual or contact the manufacturer for guidance

45
Q

Paper jams (printer issues)

A

Paper path blockage, misaligned roller, or damaged paper.
Remove jammed paper carefully. Clean rollers/Ensure paper is of the correct type and not damaged.
Verify paper guides are correctly aligned.

46
Q

Faded print (printer issues)

A

Low toner, print density setting, or dirty print head.
Replace or refill toner cartridges. Adjust print density settings in printer properties. Clean the print head if applicable.

47
Q

Incorrect paper size (printer issues)

A

paper settings mismatch between software and printer.
Ensure paper settings in both the printer and software match. Check paper tray guides for correct paper size.

48
Q

Paper not feeding (printer issues)

A

Dirty or worn out rollers, paper misalignment.
Clean or replace rollers. Ensure paper is loaded properly and not creased. Fan the paper before loading to prevent sticking.

49
Q

Multiple misfeed (printer issues)

A

Pickup rollers or sensors malfunctioning.
Inspect rollers for wear and replace if necessary. Clean sensors. Ensure paper is stacked neatly in the tray.

50
Q

Multiple prints pending in queue (printer issues)

A

Print queue issues or driver conflicts.
Cleat the print queue. Restart the printer and computer. Update or reinstall printer drivers. Check for software conflicts.

51
Q

Speckling on printed pages (printer issues)

A

Toner spillage or leaking.
Clean the printer interior especially around the toner cartridge area. Check for damaged cartridges. Replace if necessary.

52
Q

Double/echo images on the print (printer issues)

A

Drum unit issues or incorrect settings.
Check the drum unit for damage. Replace if needed. Adjust printer settings to a higher resolution if echo images persist.

53
Q

Incorrect color settings (printer issues)

A

Color profile mismatch or incorrect settings.
Verify color settings in both software and printer properties. Use appropriate color profiles. Calibrate the printer if necessary.

54
Q

Grinding noise (printer issues)

A

Mechanical issue, possible with gears or rollers.
Turn off the printer to prevent further damage. Inspect internal components for visible damage or obstructions. If unsure see professional repair.

55
Q

Finishing issues (printer issues)

A

Staple Jams: If too many sheets are being stapled it can cause a staple jam. Remove staple cartridge, and release the catch at the end to allow removal of the stuck staples.
Hole punch: Too many sheets being punched at once. Can cause the finishing unit to jam. Make sure the jobs are sent in batches of less than the maximum sheet count.

56
Q

Intermittent wireless connectivity (Wired/wireless networks)

A

Where a wireless device experiences a sporadic loss of connectivity to the wireless network, which may be caused by distance, obstacles, interference, or configuration issues

57
Q

Slow network speeds (Wired/wireless networks)

A

Where a device is connected to a network, by it has no internet access or limited access, which mat be caused by incorrect IP settings, outdated drivers, or configuration problems.

58
Q

Poor Voice of Internet protocol (VoIP) quality (Wired/wireless networks)

A

Where the quality of VoIP calls is low, which may be caused by network congestion, bandwidth limitations. Latency jitter, or hardware issues.

59
Q

Port flapping (Wired/wireless networks)

A

Where a network port frequently alternates between the up and down states, which may be caused by faulty cabling, a damaged port, or a network loop.

60
Q

High latency (Wired/wireless networks)

A

The delay between sending and receiving data over a network congestion, long distances or hardware issues, and can affect the performance of real-time applications such as gaming and VoIP

61
Q

External interference (Wired/wireless networks)

A

The problem where wireless signals are disrupted by other devices, such as microwave overs, cordless phones, or Bluetooth devices, which can cause signal degradation, packet loss, and disconnections.

ITIL 4 (9 decks)

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