Hardware and Network Troubleshooting
Which of these is a cause of a computer problem?
A computer has a faulty hard drive.
What must you do when developing a troubleshooting mindset?
Assess costs and impacts.
What is the last thing you should always do before considering an incident closed?
Confirm with the customer the problem has been fixed.
What should you do if you cannot solve a problem?
Escalate the ticket.
A technician determined that a recent network update changed settings that now prevent a user from accessing a web-based application. Which step of the CompTIA A+ troubleshooting model comes next?
Establish a plan of action to resolve the problem and implement the solution.
During which step of the CompTIA A+ Troubleshooting Model do you work through a problem (by re-creating the issue) to test a theory of most probable cause?
Establish a theory.
Put the steps of the problem management process in order.
Generate a ticket; categorize the problem based on urgency; troubleshoot the problem and possible escalation; confirm problem resolution and close the ticket.
A help desk technician reviews system and application logs in which step of the CompTIA A+ Troubleshooting Model?
Identify the problem.
When do you need to establish a lengthier procedure when diagnosing a cause?
If a new theory does not suggest itself
On Monday, a user notices that a default security setting has changed and they can no longer load a website. Why does a technician ask both the user and other technicians if other users are experiencing the same problem?
In order to establish if the problem has arisen because of some environmental or infrastructure change
You are working on a ticket for a user who cannot access the Internet from their PC. You replace the Ethernet cable from the PC to the wall port with a "known good" one. How do you verify that the reported problem is solved?
Make sure the indicator lights on the PC show network activity and verify the user can access the Internet from the PC.
What is the difference between open and closed questioning techniques when questioning the user?
Open questions allow the user to explain a problem; closed questions invite a Yes/No answer.
A technician attempts to work up and down layers to test whether a network issue is caused by a bad Cat 5 cable. After testing the cable, it is found to be a good cable. Which of the following should the technician do next?
Re-establish a new theory or escalate.
You experience difficulty in locating components while disassembling a device. Select the BEST answer from the following:
Refer to the manufacturer's documentation.
After testing your theory of probable cause of a critical problem, what should you do if a part or system that you are troubleshooting is still under warranty?
Replace the part.
How can you verify whether a solution you apply fixes a problem with a component?
Substitute the part for a "known good" one.
Which of the following is NOT a reason to document findings, actions, and outcomes?
To eliminate factors that could cause the problem to reoccur
Which of the following is step 5 of the CompTIA A+ troubleshooting model?
Verify full system functionality and, if applicable, implement preventive measures.
In which situation are basic soft skills LEAST useful?
When highly technical jargon is needed
When should you escalate a problem to senior personnel?
When you do not have proper authorization
When should you consider a workaround as solution to a non-critical IT problem?
When you want to be most cost-effective
When troubleshooting a PC, what is a good way to analyze the computer problem systematically?
Work in layers.
Which of the following is NOT a tool to use when researching the solution to a problem?
Workarounds
A computer's problem is that it has no power. Which of the following is an example of step 2 of the CompTIA A+ troubleshooting model (Establish a theory)?
You check to see if the computer is plugged into the wall socket and also if the electrical plug into the computer is completely connected.
What is true about identifying the cause of a problem?
You must balance being methodical with being efficient.
