Comp TIA A+ 220-1001 5.1 Troubleshooting Process
What is accomplished in the 1st step of the troubleshooting process
1) Identify the Problem
What are the 6 steps in the troubleshooting process
1) Identify the Problem 2) Establish a Theory 3) Test the Theory 4) Est. Plan of Action and Implement the Solution 5) Verify functionality and Implement Preventative Measures 6) Document
Where are two resource locations to assist you in the 2nd step of the troubleshooting process
1) Internal KBs 2) Web Searches (Google)
Where would you to find logs to assist with the 1st step in the troubleshooting process
1) OS 2) Individual Application
What does Occam's Razor mean and in which step of the troubleshooting process is it implemented
1) Simplest explanations should be considered first. 2) 2nd Step
During the 1st troubleshooting step, gathering as much information as possible may help you to ___________ the issue to see for yourself what is happening.
Duplicate
What is the goal of the 4th step in the troubleshooting process.
To resolve the issue with the minimum amount of impact
What is the step that occurs once you determine a theory will resolve the issue
4th step - Est. Plan of Action and Implement the Solution
In which step of the troubleshooting process would you determine if preventative measures would assist in preventing the problem from occurring again.
5th step - Verify functionality and Implement Preventative Measures
In which step of the troubleshooting process would you perform testing to make sure that the actual changes you performed are the ones that actually resolved the problem
5th step - Verify functionality and Implement Preventative Measures
In which step of the troubleshooting process would you document the entire process.
6th step - Documentation
T or F, It is best practice to approach multiple problems simultaneously as they are usually all interconnected.
False
If during the 2nd and 3rd steps, you are unable to determine a working theory to resolve the issue, what does escalate mean?
Seek our expert help from within or externally
During the 1st troubleshooting step, who is the best source of information about the issue
User
What is accomplished in the 3rd step of the troubleshooting processes
Test the Theory
T or F, During the 1st troubleshooting step is where you check to see what may have changed (environmental, infrastructure, etc) that could cause the problem
True
T or F, During the 2nd troubleshooting step it is important to consider every possible cause, even the not so obvious causes
True
T or F, the following are examples of preventative measures to be implemented in the 5th step of the troubleshooting process 1) Educate the user about the cause of the problem 2) Educate other users and teams so that they understand the cause of the problem and the solutions. 3) Make corrective actions/settings permanent 4) Add restrictions or warning signs to the systems
True
What happens if the fix doesn't resolve the issue in the 3rd step of the troubleshooting processes
1) Try the next theory from Step 2 2) If all theories fail, return to the 2nd Step and escalate
At which step in the troubleshooting process would you want to create backups in case you need to rollback if your solution doesn't fix the problem or causes other problems.
1st Step - Identify the Problem
Of the 6 steps of the troubleshooting process, which is one of the most critical phases
1st Step - Identify the Problem
In what step of the troubleshooting process would include coming up with a "plan B" in case the primary resolution causes an unforeseen problem
4th step - Est. Plan of Action and Implement the Solution
In which step of the troubleshooting process would you actually make the change
4th step - Est. Plan of Action and Implement the Solution
What happens if the fix resolves the issue in the 3rd step of the troubleshooting process
4th step - Est. Plan of Action and Implement the Solution
What is accomplished in the 2nd step of the troubleshooting processes
Establish a Theory