CompTIA A+ 220-1001 - Troubleshooting Process

7. Ensure satisfaction

After the problem is fixed, ensure the customer's satisfaction and explain what you did to fix the problem. If possible, have the user perform the task to make sure that they understand and accept that the problem has been resolved.

2. Back up the system

Before making changes to the system, back up user and system data (or make sure a recent backup exists). While some changes can be made without affecting user data, you should back up data to protect against unintentional data loss caused by making changes.

3. Identify possible causes and identify a theory of probable cause

Check for simple, obvious, and common problems first. For example, check power cords, connectors, and common user errors.

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?

Check the manufacturer's website for information about the error.

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?

Create a hypothesis.

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

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?

Determine if escalation is needed.

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.

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?

Document the solution.

8. Document the solution and process

Documenting the solution and process provides you with a record of what the problem was and what you did to solve the problem. In the future, you can check your documentation to see what has changed or to help you remember the solution to common problems. It will save you time and money when troubleshooting problems.

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?

Educate the user as to how the problem was resolved and verify that they are satisfied with the results.

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?

Gather information.

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 ever printed to that printer?

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?

Identify the problem.

Which of the following is a benefit of good documentation?

It saves time and money in troubleshooting problems.

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.

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.

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.

4. Test your theory

Test your theory to verify the cause of the problem. * If your theory is not correct, examine other possible causes (return to the previous step). * At this point, if the problem is caused by simple things like an unplugged system, you can safely take actions to resolve the problem. * If the cause is not a simple one, identify the necessary steps to correct the problem. * If you cannot identify the cause of the problem, or if the problem is beyond your ability or responsibility to fix, escalate the problem.Escalation means turning the problem over to someone more capable of handling the problem. When escalating the problem, be sure to detail the actions you took and the information you have discovered up to this point.

5. Create an action plan

To create an action plan, address the most likely problem and account for side effects of the proposed plan. For example, * Will the fix result in significant system downtime? * Is the resolution best left for other times of the day? * Is there a temporary solution that should be implemented immediately? When side effects have been weighed against the fix and all concerns have been addressed, fix the problem.

1. Identify the problem

When identifying the problem, resist the urge to start fixing things at this point. To identify the problem: * Ask the user to describe the problem, check for error messages, or recreate the problem. * Establish what has changed. Most often, problems are caused by new hardware, software, or changes to the configuration. If necessary, carefully ask users to discover what might have changed that could have caused the problem. Remember to inquire about environmental and infrastructure changes that could be relevant. * Review system and application logs. * Check knowledge base articles, network topology diagrams, and any other documents that may provide helpful information.

6. Test the solution

When you are testing your solution, do the following: * Ensure that the problem is fully resolved and that implementation did not cause any new problems. * If necessary, take additional actions to prevent the problem from happening again.

Troubleshooting Model

* Gather Information * Identify what has changed * Create a hypothesis * Determine the appropriate fix * Implement the fix * Ensure user satisfaction * Document the solution