Troubleshooting (Chapter 11)

Question 1

What are the six troubleshooting steps?

Answer 1

1. Identify the problem
2. Establish a theory
3. Test the theory
4. Establish a plan of action
5. Verify functionality
6. Document findings

Question 2

During what step is the best time to implement preventative measures?

Answer 2

During step 5, verify functionality

Question 3

What component can suffer from distended capacitors?

Answer 3

Motherboard

Question 4

Before implementating a fix, what should you consider first?

Answer 4

Company policy

Question 5

What are the sub-steps to identifying a problem?

Answer 5

1. Gather information from the end user and identify any changes
2. Inquire about infrastructure changes

Question 6

During what troubleshooting step should you question the obvious?

Answer 6

2. Establish a theory

Question 7

What are the two first and most efficient solutions to fixing intermittent shutdowns?

Answer 7

Replace the RAM and CPU. Reinstalling Windows or replacing the motherboard are overkill.

Question 8

What component can cause smoke or burning smells?

Answer 8

PSU

Question 9

What should a technician do after reporting an incident?

Answer 9

Document it