Troubleshooting Methodology 5.1

Question 1

what are the troubleshooting methodology

Answer 1

1. identify the problem
2. establish a theory of probable cause
3. test the theory of probable cause
4. establish a plan of action to resolve the problem and implement the solution
5. verify full system functionality
6. document the findings, actions, and outcome

Question 2

what questions do you ask to identify the problem

Answer 2

what happened?
what was the status before?
What is the status after that?
are there any changes in the system?

Question 3

how to establish a theory?

Answer 3

Probable cause, burning smell, clicking or grinding sound, no spinning fan

Question 4

different possible causes that may have happened

Answer 4

probable cause

Question 5

damaged processor or motherboard components

Answer 5

burning smell

Question 6

hard drive

Answer 6

clicking or grinding sound

Question 7

power issue or broken fan

Answer 7

no spinning fan

Question 8

test the theory by

Answer 8

theory is confirmed, theory is not confirmed, lack skills or authority, unable to solve, or escalate when there is an issue

Question 9

how to establish a plan of action

Answer 9

repair, replace, workaround

Question 10

verify system functionality

Answer 10

check the problem has been solved, inspect other components to make sure nothing is damaged or loose, and check the logs and diagnostic tools to confirm everything

Question 11

documentation

Answer 11

document the findings, actions, and outcomes

trouble ticketing system allows to do the trend analysis and document the amount of work