2.6.3 TroubleShooting Process Practice Questions

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?

Disable the network printer until users learn to use the correct drivers. 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. Upgrade to a newer printer that uses embedded drivers. Formally close the incident in any job tracking tool.

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?

Document the problem and solution. Create an action plan. Determine if escalation is necessary. **Test the solution.

You are responsible for managing client workstations for your company. A frantic user calls you one morning exclaiming, "Nothing is working!" Which of the following actions should you perform FIRST?

Establish a plan of action. Find out what has changed. Establish a theory. Back up the system. **Identify the problem.

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 be performed NEXT?

Establish what has changed. **Document the solution. Identify the problem. Test the solution.

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?

Fix the problem. Determine whether escalation is required. **Create an action plan. Document the problem.

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 be performed NEXT?

Fix the problem. Document the problem. **Determine if escalation is needed. Create an action plan.

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?

Gather information. Determine the appropriate fix. Identify what has changed. **Create a hypothesis. Implement the fix.

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 is misconfigured and is, therefore, having trouble synchronizing information with the other servers. Which of the following is the BEST next step?

Implement the fix. Create a hypothesis. Identify what has changed. Determine the appropriate fix. **Gather information.

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?

Explain what you did to fix the problem. Implement preventative measures. **Document the solution. Test the solution.

A user reports that he can't send print jobs to a specific printer. You are able to reproduce the problem on the user's computer. Which of the following actions should you perform NEXT?

**Determine whether anything has changed. Establish a plan of action. Determine if escalation is necessary. Establish the most probable cause.

Which of the following is a benefit of good documentation?

**It saves time and money in troubleshooting problems. It eliminates the need to troubleshoot problems. : It reduces hardware maintenance. It reduces hardware replacement requirements.

A user reports that her system is running slow when saving files. You determine that you will 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. Verify system functionality. Create an action plan. Implement the solution.

While you are answering help desk calls, a field customer calls and complains that he cannot print to a workgroup laser printer. Which of the following should be the first question you ask?

Have you rebooted and chosen safe mode? **Have you ever printed to that printer? Have you checked the cables? Have you rebooted the printer?

You have just installed a new USB card reader in 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. Install the device on another computer. Replace the card reader with a new device.