Troubleshooting

Question 1

What should a logical approach to troubleshooting do?

Answer 1

Eliminate variables, and identify causes of problems in a systematic order.

Question 2

What should you do before troubleshooting?

Answer 2

Take the necessary precautions to protect data on a computer.
If data is damaged, then I or my company could be held liable.

Question 3

What are the steps to protect data?

Answer 3

Data Backup.

Data Restoration.

Question 4

What are methods of data backup?

Answer 4

Another Storage Device.

Cloud Storage.

Question 5

What items should be verified before data backup?

Answer 5

Date of last backup.
Contents of last backup.
Data Integrity of backup.
Availability of all backup media for data restore.

Question 6

If there are no backups and I cannot create one, then what should I do?

Answer 6

Ask the customer to sign a liability release form.
This allows for me to:
Work on the computer without a current backup available.
Release from liability if data is lost or corrupted.
Description of the work to be performed.

Question 7

What are the six steps of troubleshooting?

Answer 7

Identify the problem.
identify a theory of probable cause.
Test the theory to determine the cause.
Establish a plan of action to resolve the problem and implement a solution.
verify full system functionality, and if applicable, implement preventative measures.
Document findings, actions and outcomes.

Question 8

What are important factors in identifying the problem?

Answer 8

Get the customers information.
Get the computers configuration.
Get a problem description.
Error Messages.
Beep Sequences.
LEDs.
POST.

Question 9

What should you use to help identify the problem?

Answer 9

Use Good Conversation Etiquette.
Use Open Ended, then Close ended questions.
Document as necessary.
Beep Codes.
BIOS Information.
Event Viewer.
Device Manager.
Task manager.
Diagnostic Tools.

Question 10

What should you do to establish good conversation etiquette?

Answer 10

Ask direct questions.
Do not use industry jargon.
Do not talk down to the customer.
Do not insult the customer.
Do not accuse the customer of causing the problem.

Question 11

What should you document?

Answer 11

The customers responses.
The beep codes.
BIOS Information.

Question 12

What is event viewer useful for?

Answer 12

Establish what problem occurred.
Date and time of the problem.
Problem severity.
Problem Source.
Event ID.
Which user was logged in when the problem occurred.

Question 13

What does device manager do? What is it useful for?

Answer 13

It shows all configured devices.
It shows whether they are active, have a problem or are disabled/inactive.
Green-Active.
Yellow-Problem.
Red-Disabled/Removed/Not Located.
Arrow Down-Disabled.
Question-Unknown Driver.

Question 14

What does task manager do? What is it useful for?

Answer 14

Displays applications and background processes that are currently running.
It can be used to close applications that have stopped running.
You can also view CPU activity and virtual memory, all processes running and the current network connections.

Question 15

What are extra diagnostic tools? What are they used for?

Answer 15

They are extra tools provided by a third party.

They can be very useful, as they may be supplied by the manufacturer for identifying problems specific to that hardware.

Question 16

What should you do to establish a theory of probable cause?

Answer 16

Create a list of the most common reasons for the error.
Start with the most obvious issues, before moving onto complex ones.
If necessary, conduct internal (logs, journal) or external (internet) research.

Question 17

What should you do if your testing does not establish a probable cause?

Answer 17

Go back and establish a new theory.

Escalate the problem.

Question 18

What should you do once the theory is confirmed?

Answer 18

Identify the steps to solve the problem.

Question 19

Before you escalate the problem, what should you do?

Answer 19

Document everything you have already tried.
Document this in the form of a work ticket. List the details of the computer, the perceived problems/description as well as the methods attempted.

Question 20

What should you consider before implementing a plan of action?

Answer 20

Corporate policies, procedures and impacts before implementation.
You should also research possible solutions beforehand.
Create a list of possible solutions.

Question 21

What should you do if a quick procedure solves the problem?

Answer 21

Verify full functionality and if applicable implement preventative measures.
If not, then do further research.

Question 22

What should you do to verify full functionality?

Answer 22

Reboot the computer.
Ensure multiple applications work correctly.
Verify network and internet connections.
Print a document from one application.
Ensure all attached devices work properly.
Ensure no error messages are received.

Question 23

What do you do the document the findings and outcome?

Answer 23

Discuss the solution implemented with the customer.
Have the customer verify that the problem has been solved.
Provide the customer with all the paperwork.
Document the steps taken to solve the problem in the work order and technician’s journal.
Document any components used in the repair.
Document the amount of time spent resolving the problem.