Troubleshooting Methodology Flashcards
OBJ 5.1: Given a scenario, apply the best practice methodology to resolve problems
What is the first step in the troubleshooting methodology?
Identify the problem
This involves understanding what happened, the status before and after, and any changes in the system.
What should be established after identifying the problem?
Establish a theory of probable cause
This includes identifying different possible causes that may have occurred.
List three possible causes that may indicate a problem.
- Burning smell
- Clicking or grinding sound
- No spinning fan
What does a burning smell typically indicate?
Damaged processor or motherboard components
This is a common symptom of hardware failure.
What action should be taken if a clicking or grinding sound is heard?
Check the hard drive
This sound often suggests issues with the hard drive.
What does the absence of a spinning fan indicate?
Power issue or broken fan
This issue can prevent proper cooling of system components.
What are the possible outcomes when testing a theory?
- Theory is confirmed
- Theory is not confirmed
- Lack skills or authority
- Unable to solve
- Escalate when there is an issue
What should be included in the plan of action?
- Repair
- Replace
- Workaround
- Resources needed
- Time required
- Cost
- Impact on users and system
What is the final verification step in the troubleshooting methodology?
Verify full system functionality
This includes checking that the problem has been solved and inspecting other components.
What should be done during the verification of system functionality?
- Inspect other components
- Check logs and diagnostic tools
- Implement preventative measures
What is the purpose of documentation in troubleshooting?
Document the findings, actions, and outcomes
This helps in trend analysis and tracking the amount of work done.
Fill in the blank: The trouble ticketing system allows for _______.
[trend analysis]
This system assists in documenting various aspects of the troubleshooting process.
