Unit 5 Troubleshooting and Support Lesson 5

What crucial piece of information would you need when trying to locate support information about a computer system on the manufacturer's website?

The model number or a service code.

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?

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

Your computer locks up (freezes) periodically and feels hot to the touch. Could these things be related?

Yes, many lockup problems are caused by overheating.

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 product support or community forum

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?

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?

Escalating the problem

You are setting up a new computer, but it doesn't seem to be working. Should you check anything or contact the manufacturer?

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

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)?

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