Lesson 5: Troubleshooting and Support

If you do not have a support contract, what is likely to be the best option for obtaining advice about a problem with an application? A. A product support or community forum B. Download a free application fix-it tool off the Internet C. Delete and reload the application D. Obtain a copy of the application from a third-party vendor

A. A product support or community forum

You are setting up a new computer, but it doesn't seem to be working. Should you check anything or contact the manufacturer? A. It's broken. Unplug everything and send it back. B. It's a brand-new computer, you don't need to check anything. C. It would be best to double-check you have connected the cables correctly. D. Just contact the manufacturer and get their technical opinion.

C. It would be best to double-check you have connected the cables correctly.

You are looking for content on a topic, but your search is returning millions of matches that are not particularly helpful. Which option includes two methods that you could use to get better search results? A. Search using a broader criterion (don't be as specific), or use an asterisk (*) in place of a character in your search term. B. Use a different search engine, or start your search over and come back to it later. C. Use more search keywords (ideally with 'uncommon' words), or search for an exact phrase by enclosing it in quotes. D. Verify your spelling using a spellchecker, or use a question mark in place of a character in your search term.

C. Use more search keywords (ideally with 'uncommon' words), or search for an exact phrase by enclosing it in quotes.

You are advising a colleague about best practices when troubleshooting. You have identified the following techniques to use to identify a problem: gather information, duplicate the problem, question users, identify symptoms, and approach multiple problems individually. If you are following CompTIA's troubleshooting model, what other piece of advice should you give? A. Test the theory to determine a cause B. Research the knowledge base or Internet C. Establish a theory of probable cause D. Determine if anything has changed

D. Determine if anything has changed

You have asked a senior manager to authorize your plan of action for resolving a fault in a software application. What name is given to the process you are following? A. Verifying full system functionality B. Testing the theory C. Considering multiple approaches D. Escalating the problem

D. Escalating the problem

What crucial piece of information would you need when trying to locate support information about a computer system on the manufacturer's website? A. The type of keyboard and mouse you are using. B. The cost and date of purchase. C. The voltage on the power supply. D. The model number or a service code.

D. The model number or a service code.

Your computer locks up (freezes) periodically and feels hot to the touch. Could these things be related? A. No, two different problems likely exist that need troubleshooting. B. Yes, overheating often occurs when the computer is locked up. C. No, temperature of your computer does not affect computer operation. D. Yes, many lockup problems are caused by overheating.

D. Yes, many lockup problems are caused by overheating.

You want to find something on a particular website, but the site does not have a search tool. Could you use a general search engine (and if so, how)? A. Yes—just type the website name first in the search engine, and then type the keywords. B. No—you just need to keep searching the website until you find what you're looking for. C. No—it is not necessary to use a general search engine. Just type CTRL-F and type the word you are looking for. D. Yes—you use an advanced search form and provide a URL such as comptia.org.

D. Yes—you use an advanced search form and provide a URL such as comptia.org.