CompTIA ITF+ Module 1.5
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?
The first step of the CompTIA troubleshooting model is to identify the problem. This involves the following techniques: gather information, duplicate the problem, question users, identify symptoms, determine if anything has changed, and approach multiple problems individually. The technique missing from the scenario is to determine if anything has changed.
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?
Using the advanced search form is the best option for finding things on a particular website that doesn't have a search tool.
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?
Escalating a problem is when you reach out to an experienced staff member for assistance and approval of your procedure or actions. When you can no longer work autonomously and have to ask for help, then you are escalating.
You are setting up a new computer, but it doesn't seem to be working. Should you check anything or contact the manufacturer?
Check the power cabling and any other cables that could affect its capability to initially turn on properly. If all the cables are properly checked and determined to be functioning properly, than contacting the manufacturer would be appropriate.
You are looking for content on a topic but your search is returning millions of matches that are not particularly helpful. What two methods could you use to get better search results?
If an Internet search returns too many matches, you may need to narrow your search so that you get more accurate results. Use more search keywords (ideally with 'uncommon' words), or search for an exact phrase by enclosing it in quotes.
What crucial piece of information would you need when trying to locate support information about a computer system on the manufacturer's website?
Manufacturers will reference model number or a service code for service support. The model number or service code will assist you in finding information specific to the computer system that you are working on.
Your computer locks up periodically and feels hot to the touch. Could these things be related?
Yes. At high temperatures, many operating systems automatically shut down your system to prevent damage. The blue screen and frequent memory errors are symptoms of an overheating desktop or laptop. A first sign to look out for is constant or frequent fan operation. Cleaning the exhaust fan vents of dust may resolve this issue.
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?
Check the manufacturers official web forum. If that does not resolve the issue post the detailed question on the forum and wait for a response. If there is no official website forum than third-party forums can also have information that can resolve issues at times.
