Troubleshooting

Question 1

What is the first step of the troubleshooting process

Answer 1

Identify the problem

Question 2

What is the second step in the troubleshooting process?

Answer 2

Establish a theory of probable cause

Question 3

What is the linear top down approach to troubleshooting

Answer 3

When you apply a top-down approach to troubleshooting a computer problem, you start with theuser application and work your way down the layers of the OSI model

The top-down approach is usuallythe simple route and typically affects only one or a few users

Question 4

What is the half split approach to troubleshooting

Answer 4

TheHalf-Split Method(also known as theDivide-and-Conquer Approach)is generally used by more experienced technicians

The technician will use their experience to make an educated guess as to where the fault may lie, and then progress forward or backward depending on their results

On a complex system, this method saves troubleshooting time by allowing you to eliminate half of the remaining system with each test

Question 5

What are the two linear approaches to troubleshooting

Answer 5

Bottom Up and Top Down

Question 6

What are the 7 layers of the OSI model

Answer 6

Application Layer			-  TOP
Presentation Layer
Session Layer
Transport Layer
Network Layer
Data Link Layer
Physical Layer			- BOTTOM

Question 7

What is the third step in the troubleshooting process?

Answer 7

Test the theory to determine cause

Question 8

What is the fourth step in the troubleshooting process?

Answer 8

Establish a plan of action to resolve the problem and implement solution

Question 9

What is the fifth step in the troubleshooting process?

Answer 9

Verify full system functionality and implement preventive measures.

Question 10

What is the sixth step in the troubleshooting process?

Answer 10

Document findings, actions, and outcomes.