Vol 1- Topic B - Troubleshooting Methodology

Test the theory to determine the cause.

1. You are dealing with a support request and think that you have identified the probable cause of the reported problem. What should be your next troubleshooting step?

That data on the PC has been backed up. You should always verify that you have a backup before beginning any troubleshooting activities.

2. If you have to open the system case to troubleshoot a computer, what should you check before proceeding?

Question the user to establish all the circumstances surrounding the problem.

3. You receive a support call from a user. What should be your first troubleshooting step?

A step-by-step analysis of the problem helps by making sure you approach it methodically and troubleshooting within a more limited area is simpler.

4. Why does it help to categorize a problem when troubleshooting?

Bringing a system "back to base" means re-building a troublesome system from its core components. You can then add extra devices one by one until the source of the fault is revealed. This can be time-consuming so is likely to be something you would try if you are testing a theory of probable cause unsuccessfully, and you need to establish a new theory.

5. If another technician says to you, "We'll have to strip this back to base?", what do they mean, and at which specific step of troubleshooting are you likely to be?

You could consult a colleague, refer to product documentation, or search the web. It might also be appropriate to escalate the problem to more senior support staff

6. What should you do if you cannot determine the cause of a problem?

Identify any negative consequences in applying the software patch, then devise an implementation plan to install the file. You need to schedule the work so as to minimize disruption. You should also make a plan to rollback the installation, should that prove necessary.

7. You think you have discovered the solution to a problem in a product Knowledge Base, and the solution involves installing a software patch. What should be your next troubleshooting step?

Test that the fix works and that the system as a whole is functional. You might also implement preventative measures to reduce the risk of the problem occurring again.

8. After applying a troubleshooting repair, replacement, or upgrade, what should you do next?

Document findings, actions, and outcomes. You can use spreadsheet or database tools, but using ticket-based management system software to create incident logs is best

9. What is the last step in the best practice methodology for troubleshooting and how might it be implemented?

open-ended questions factual information ask for the user's opinion What did you see?

Ask ____ questions and get _______ rather than _________. Examples of this would be _____

provides more detailed steps for troubleshooting

CompTIA A+ Troubleshooting Model, is a step by step process that ___

1) ID the problem •Question the user, and identify changes to the computer. •Perform backups before implementing any changes. •Ask about environmental or infrastructure changes. •Review system and app logs.

CompTIA Troubleshooting Model step 1 is ___ somethings you would do are_______

Establish a theory of probable cause •Question the obvious. •If necessary, conduct internal or external research based on symptoms.

CompTIA Troubleshooting Model step 2 is ___ somethings you would do are___

method of ID'ing , prioritizing, and establishing ownership of incidents

Problem Management is a _____

Test the theory to determine causes. * have user perform backup before making changes• Once the theory is confirmed, determine the next steps to solve the problem. •If the theory is not confirmed, re-establish a new theory or escalate the issue.

Troubleshooting Model, Step 3 is _______ somethings you would do are____

4.Establish a plan of action to resolve the problem and implement the solution.

Troubleshooting Model, Step 4 is _______

5.Verify full system functionality, and if applicable, implement preventive measures. * educate user and tell them what happened and tell them things they can to prevent this from reoccurring

Troubleshooting Model, Step 5 is _______

6.Document findings, actions, and outcomes. * we put this is in a known error data base for future issues, this helps us maneuver the problem next time we come across it

Troubleshooting Model, Step 6 is _______

the common best practices and basic troubleshooting procedures

Troubleshooting can be extremely challenging, but if you follow ______ and ______, you will often be able to determine the specific cause of a problem, as well as possible solutions to the problem.

things works methodically

You need to know how _____ in order to diagnose root causes

Problem management

________A method of identifying, prioritizing, and establishing ownership of incidents.

Incident

_________ Something that is not normal and disrupts regular operations in the computing environment.

on the centralized server

if working in a business individuals better NOT have their VERY important data stored locally on a machine, instead it should be stored _____

the most common issues, Assess risks and impacts of costs and time requirements to make GOOD decisions *Troubleshooting combines problem-solving with decision-making.

remember to take breaks when it comes to troubleshooting, and to. Challenge assumptions about it being ___ ALSO ________to make____

1.User contacts Help Desk. •Operator or technician is assigned, and trouble ticket is generated.

step 1 of problem management overview, explain it

2.User describes the problem. •Operator asks clarifying questions, and categorizes the problem, assesses urgency, and estimates time to resolve. *in my words: have user explain symptoms as best as possible, when the problem began, prompt if there was any changes

step 2 of problem management overview- explain it

3.Operator might walk user through some initial troubleshooting steps. •Ticket might be escalated to another support person with more experience (senior). in my own words* assess which type of issue is it ( ej categorize it as HW or software) then escalate it if it is too complex for you

step 3 of problem management- explain it

4.Troubleshooting continues until the problem is resolved. •Operator confirms user satisfaction and records details on trouble ticket and closes it.

step 4 of problem management- explain it

-repair - replace -workaround

what are the 3 solutions for most It problems?

-the effect on others. -revert if the change does not solve the problem

when implementing solutions •Consider ______ -Test after each change, and ______

assess risks and the impacts of costs and time requirements

when making decisions you must always _____