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