Lesson 1: Topic E: Troubleshooting Methodology

If another technician says to you, "We'll have to strip this back to base?"What does that mean, and at which specific step of troubleshooting are you likely to be?

"back to base" means rebuilding a system from its core components you are likely at step 2 of troubleshooting which is testing a theory of probable cause unsuccessfully, and you need to establish a new theory

Step 6 of CompTIA's A+ troubleshooting model

Daily - Document findings, actions, and outcomes.

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

Document findings, actions, and outcomes. use a ticket-based management system

Step 2 of CompTIA's A+ troubleshooting model

Eat - Establish a theory of probable cause

Step 4 of CompTIA's A+ troubleshooting model

Eggs In - Establish a plan of action to resolve the problem and implement the solution

Step 1 of CompTIA's A+ troubleshooting model

I - Identify the problem

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

Test the theory to determine the cause

Step 3 of CompTIA's A+ troubleshooting model

Two - Test the theory to determine cause

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

Verify full system functionality

Step 5 of CompTIA's A+ troubleshooting model

Virginia - Verify full system functionality

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

consult a colleague refer to product documentation search the web It is also appropriate to escalate the problem to a more senior support staff

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

data has been backed up

A user reports their workstation is continuously rebooting. After arriving at the user's desk, you have identified the problem relating to newly installed GPUs (Graphics Processing Units). What do you do next?

establish a theory of probable cause

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?

identify any negative consequences from installing the software patch, then devise an implementation plan to install the file

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

identify the problem question the user

Why does it help to categorize a problem when troubleshooting?

make sure you are not back tracking

problem management

method of identifying, prioritizing, and establishing ownership of incidents

incident

something that is not normal and disrupts regular operations in the computing environment