2.7.3 Questions
You've just installed a new USB card reader on your Windows computer. Every time you perform a certain action using the card reader, you get an error message that you've never seen before. Which of the following actions should you perform FIRST? - Uninstall the device and then reinstall it. - Check the manufacturer's website for information about the error. - Replace the card reader with a new device. - Install the device on another computer.
Check the manufacturer's website for information about the error. Explanation For information about a specific error, check the manufacturer's website. Taking any other action (such as replacing the card reader, installing the device on another computer, and reinstalling the device) might fix the problem but would most likely just waste time. In most cases, device-specific problems can be corrected with a new driver or other software update.
As an IT technician for your company, you have been notified that the Windows domain does not seem to be functioning properly. Being familiar with domains, you are fairly confident you know what the issue is. But just to be safe, you take the applicable time to gather additional information and to identify what, if anything, has changed. Which of the following is the BEST next step? Determine the appropriate fix. Create a hypothesis. Identify what has changed. Gather information. Implement the fix.
Create a hypothesis. Explanation The best next step is to create a hypothesis that could potentially explain the problem. To do this, you may need to do a lot of research. You should check frequently asked questions and knowledge bases that are available on the internet. You should also consult with your peers to try to validate your hypotheses. Using this information, you can then narrow down the results to the one or two most likely causes. You've performed the first two essential steps of gathering additional information and identifying what, if anything, has changed. After you've narrowed things down to the one or two most likely causes, you can determine the appropriate fix by consulting with your peers, reviewing knowledge bases, looking at other websites, and using your own experience. Then you can implement the fix as needed.
You are the manager in charge of maintaining desktop computers. A user reports that she can't turn her computer on. After some investigation, you find that the power supply is malfunctioning. Which of the following actions should you perform next? Create an action plan. Fix the problem. Document the problem. Determine whether escalation is required.
Create an action plan. Explanation The next action you should take is to create an action plan and account for your proposed plan's side effects. Identifying the effects ahead of time helps you put measures into place to eliminate or reduce any potential negative consequences. Escalation is not necessary because you're already in charge of managing and maintaining the desktop computers. Fix the problem only after creating the action plan and identifying possible effects. Document the problem and the solution after the problem has been fixed and the solution has been verified.
You are a first-line desktop support technician. A user reports that he cannot access several network files. After some investigation, you determine that the problem is with a network server. Which of the following actions should you perform next? Create an action plan. Fix the problem. Document the problem. Determine if escalation is needed.
Determine if escalation is needed. Explanation After you identify the most probable cause, escalate the problem if it is beyond your ability to fix or your scope of management. For example, the problem might be on the network server configuration, which you are not authorized to correct. When forwarding the problem to someone else, be sure to describe the nature of the problem, the actions you've already taken, and the symptoms that lead you to believe the problem is outside of your area of responsibility. If you've decided that escalation is not necessary, create an action plan that includes the fix and identifies possible side effects of implementing it. After you've implemented the solution, verify that it works and that there were no unforeseen consequences. Finally, document the problem and the solution.
A user reports that the projector in the conference room has display issues when it is connected to his laptop. After identifying the cause and completely resolving the issue, the projector displays the images perfectly both on his laptop and on the projector. Which of the following troubleshooting strategies should you perform next?
Document the solution. Explanation You've identified the problem, completed and tested the task, and verified full system functionality. You should now document the solution so if the same display issue returns, you or your replacement will know what to do.
A user sends a print job to a network printer, and it prints page after page of random characters. He calls the help desk, and a technician discovers that the wrong printer driver had been loaded on the user's workstation. The technician loads the correct driver, verifies that the system works correctly, and documents the resolution. Which of the following actions should the technician perform next? - Formally close the incident in any job tracking tool. - Write an email to the user's supervisor and insist that he train his employees on how to use the network printer. - Educate the user as to how the problem was resolved and verify that they are satisfied with the results. - Disable the network printer until users learn to use the correct drivers. - Upgrade to a newer printer that uses embedded drivers.
Educate the user as to how the problem was resolved and verify that they are satisfied with the results. Explanation After resolving any incident, you should spend a few minutes with the user or customer, explaining how the problem was resolved and verifying that they are satisfied with the results. You can then formally close the incident in any tracking tool. Writing an email to the user's supervisor insisting on training is not your responsibility. Disabling the network printer or upgrading to a newer printer are not actions that are part of the action plan or solution.
As an IT technician for your company, you are in the process of setting up several servers in your network. During the process, one of the servers was misconfigured and is having trouble synchronizing information with the other servers. Which of the following is the BEST next step? Gather information. Implement the fix. Determine the appropriate fix. Create a hypothesis. Identify what has changed.
Gather information. Explanation A technician's first step is to gather information. This is critical. You need to determine exactly what has happened. What were the symptoms? Were there any error messages displayed? What did those error messages say? How extensive is the problem? Is it isolated to a single system, or are many systems experiencing the same problem? By gathering additional information, you can identify what has changed, and then you can form a hypothesis. With a hypothesis in place, you can then determine the appropriate fix. Lastly, you can implement the fix and test it for favorable results.
A user reports that her system is running slowly when saving files. You determine that you'll need to upgrade her hard disk. You identify the components that are required and schedule the repair for later that afternoon. Which of the following steps have you forgotten in your troubleshooting process? Perform a backup. Implement the solution. Create an action plan. Verify system functionality.
Perform a backup. Explanation You need to perform a backup before making changes. The backup could be used to restore current settings or data in the event of additional issues resulting from the troubleshooting process. Implementing the solution should only be done after performing the backup. Verifying and documenting the solution occurs after the problem has been resolved. You've already established a probable cause and created an action plan.
A user reports that he is unable to access data on an external hard drive. You investigate the problem and determine that the USB cable connection to the hard drive is damaged. You replace the cable. Which of the following actions should you take next? Test the solution. Document the problem and solution. Determine if escalation is necessary. Create an action plan.
Test the solution. Explanation After implementing a solution, test it to verify full system functionality and make sure that it has fully fixed the problem and hasn't caused any additional issues. You document the problem and solution after everything has been fixed and verified. You determine if escalation is needed and create an action plan before implementing the solution.
A user reports that her monitor has stopped working. While troubleshooting the issue, you discover a bad video card in the system. You replace the card and connect the monitor cable to the card. Which of the following actions should you perform NEXT in your troubleshooting strategy? Test the solution. Document the solution. Implement preventative measures. Explain what you did to fix the problem.
Test the solution. Explanation After you implement a solution, you should always test it to verify full system functionality. Sometimes, more than one problem exists, or your solution may not have solved the problem. For example, in this case, an incorrect driver for the video card could potentially continue to cause display issues. By verifying system functionality, you can ensure the problem is completely resolved. Explaining what you did, implementing preventative measures, and documenting the solution occur after you've tested the solution to make sure the problem is completely fixed.
