Troubleshooting Methodology Flashcards
How many steps in CompTIA Troubleshooting?
6
What is the number one rule before starting to troubleshoot?
Always have a backup!
What is CompTIA Troubleshooting Step 1?
Identify problem
What are 3 common questions in Step 1 - Identifying the problem?
- Can you reproduce the problem?
- Has something recently changed?
- What do you see?
What is CompTIA Troubleshooting Step 2?
Establish Theory of Probable Cause
What is CompTIA Troubleshooting Step 3?
Test theory to determine cause
Step 2 and Step 3 are circular, explain why
In step 2, we establisha theory and in step 3 we test the theory.
If the theory does not pan out in step 3, we go back to step 2 to establish a new theory and try again in step 3
What is CompTIA Troubleshooting Step 4?
Establish plan of action to resolve problem and implement solution
What is CompTIA Troubleshooting Step 5?
Verify full system functionality and, if applicable, implement preventative measures
In Step 5, what is the one important rule to follow?
NEVER walk away from the problem assuming it is fixed. User makes that call.
What is CompTIA Troubleshooting Step 6?
Document findings, actions, and outcomes
Step 6 can be done in…
- Ticketing system
- Knowledge Base
In the troubleshooting process, testing the theory to determine probable problem cause can also involve asking for assistance of more experienced peers. (T/F)
True
Assume that you have a Generic Network issue. What should be done before implementing the solution? (Step 4)
Make sure config files are backed up
Assume that you have a Operating System issue. What should be done before implementing the solution? (Step 4)
Make sure user files are backed up
