4.0 Hardware and Network Troubleshooting
What should you do if you cannot solve a problem? A) Escalate the ticket. B) Use as much time as you need. C) Use as many resources as you need. D) Close the ticket.
A) Escalate the ticket.
What is the last thing you should always do before considering an incident closed? A) Escalate the case. B) Confirm with the customer the problem has been fixed. C) Implement preventive measures. D) Establish a plan to resolve the problem.
B) Confirm with the customer the problem has been fixed.
When should you escalate a problem to senior personnel? A) After you have confirmed your theory about what caused the problem B) After you successfully implement a solution following the initial troubleshooting steps. C) When you do not have proper authorization D) After spending a lot of time trying to solve the problem yourself
C) When you do not have proper authorization
What must you do when developing a troubleshooting mindset? A) Never give up. B) Make assumptions about the problem. C) Troubleshoot the problem as fast as possible without stopping. D) Assess costs and impacts.
D) Assess costs and impacts.
A computer's problem is that it has no power. Which of the following is an example of step 2 of the CompTIA A+ troubleshooting model (Establish a theory)? A) You make a plan to get a new power cord after determining that a bad cord was the cause of the problem. B) You ask the user if they have tried to restart the computer. C) You make sure that the user can power on the computer and accepts that the problem is fixed. D) You check to see if the computer is plugged into the wall socket and also if the electrical plug into the computer is completely connected.
D) You check to see if the computer is plugged into the wall socket and also if the electrical plug into the computer is completely connected.
A technician determined that a recent network update changed settings that now prevent a user from accessing a web-based application. Which step of the CompTIA A+ troubleshooting model comes next? A) Establish a plan of action to resolve the problem and implement the solution. B) Implement preventative measures. C) Document findings, actions, and outcomes. D) Establish and test a theory of probable cause.
A) Establish a plan of action to resolve the problem and implement the solution.
A help desk technician reviews system and application logs in which step of the CompTIA A+ Troubleshooting Model? A) Identify the problem. B) Establish and test a theory of probable cause. C) Establish a plan of action to resolve the problem. D) Document findings, actions, and outcomes.
A) Identify the problem.
When do you need to establish a lengthier procedure when diagnosing a cause? A) If a new theory does not suggest itself B) If your theory is proven by the tests you make C) If your theory is proven by the research you undertake D) If the problem is very simple to fix
A) If a new theory does not suggest itself
Which of the following is NOT a tool to use when researching the solution to a problem? A) Workarounds B) Web and database search tools C) Vendor support or forums D) Internal Knowledge Base (KB) articles
A) Workarounds
A computer experiences a problem. What might be the cause? A) The computer is displaying a "blue screen". B) A computer has a faulty hard drive. C) The computer will not boot. D) The BIOS reports an error on boot.
B) A computer has a faulty hard drive.
During which step of the CompTIA A+ Troubleshooting Model do you attempt to re-create the issue to establish a probable cause? A) Establish a plan. B) Establish a theory. C) Identify the problem. D) Verify system functionality.
B) Establish a theory.
Put the steps of the problem management process in order. A) Categorize the problem based on urgency; generate a ticket; troubleshoot the problem and possible escalation; confirm problem resolution and close the ticket. B) Generate a ticket; categorize the problem based on urgency; troubleshoot the problem and possible escalation; confirm problem resolution and close the ticket. C) Generate a ticket; troubleshoot the problem and possible escalation; categorize the problem based on urgency; confirm problem resolution and close the ticket. D) Categorize the problem based on urgency; troubleshoot the problem and possible escalation; generate a ticket; confirm problem resolution and close the ticket.
B) Generate a ticket; categorize the problem based on urgency; troubleshoot the problem and possible escalation; confirm problem resolution and close the ticket.
You are working on a ticket for a user who cannot access the Internet from their PC. You replace the Ethernet cable from the PC to the wall port with a "known good" one. How do you verify that the reported problem is solved? A) Use a cable tester to make sure the "known good" cable is configured correctly. B) Make sure the indicator lights on the PC show network activity and verify the user can access the Internet from the PC. C) Do a ping test of a local area network (LAN) resource. D) Ask the user if they accept the solution and close the ticket.
B) Make sure the indicator lights on the PC show network activity and verify the user can access the Internet from the PC.
What is the difference between open and closed questioning techniques when questioning the user? A) Closed questions allow the user to explain a problem; open questions invite a Yes/No answer. B) Open questions allow the user to explain a problem; closed questions invite a Yes/No answer. C) Open questions can be used to get to the nature of the problem; closed questions help to avoid making wrong assumptions. D) Closed questions help establish the user's opinion; open questions always imply trust in the user's judgement completely.
B) Open questions allow the user to explain a problem; closed questions invite a Yes/No answer.
You experience difficulty in locating components while disassembling a device. Select the BEST answer from the following: A) Check an online video for the correct locations. B) Refer to the manufacturer's documentation. C) Look online for a similar device as a reference. D) Stop and put the device back together at that point.
B) Refer to the manufacturer's documentation.
How can you verify whether a solution you apply fixes a problem with a component? A) Eliminate any factors that could cause the problem. B) Substitute the part for a "known good" one. C) Document the outcomes. D) Re-establish a new theory.
B) Substitute the part for a "known good" one.
Which of the following is step 5 of the CompTIA A+ troubleshooting model? A) Establish a plan of action to resolve the problem and implement the solution. B) Verify full system functionality and, if applicable, implement preventive measures. C) Test the theory to determine the cause. D) Establish and test a theory of probable cause.
B) Verify full system functionality and, if applicable, implement preventive measures.
In which situation are basic soft skills LEAST useful? A) When a user is angry B) When highly technical jargon is needed C) When a user is not tech savvy D) When asking the user open questions
B) When highly technical jargon is needed
When should you consider a workaround as solution to a non-critical IT problem? A) When you have a lot of time to dedicate to solving the problem B) When you want to be most cost-effective C) When you have a lot of money to invest into solving the problem D) When the workaround causes other programs not to work
B) When you want to be most cost-effective
When troubleshooting a PC, what is a good way to analyze the computer problem systematically? A) Step through what should not happen. B) Work in layers. C) Overlook the obvious. D) Isolate the issue to multiple subsystems by eliminating causes of the problem.
B) Work in layers.
On Monday, a user notices that a default security setting has changed and they can no longer load a website. Why does a technician ask both the user and other technicians if other users are experiencing the same problem? A) In order to reassign the ticket to another technician B) In order to work up or down layers C) In order to establish if the problem has arisen because of some environmental or infrastructure change D) In order to test a theory
C) In order to establish if the problem has arisen because of some environmental or infrastructure change
A technician attempts to work up and down layers to test whether a network issue is caused by a bad Cat 5 cable. After testing the cable, it is found to be a good cable. Which of the following should the technician do next? A) Close the ticket. B) Question the user. C) Re-establish a new theory or escalate. D) Investigate the problem.
C) Re-establish a new theory or escalate.
After testing your theory of probable cause of a critical problem, what should you do if a part or system that you are troubleshooting is still under warranty? A) Use a workaround. B) Repair the part. C) Replace the part. D) Verify system functionality.
C) Replace the part.
Which of the following is NOT a reason to document findings, actions, and outcomes? A) To analyze IT infrastructure by gathering statistics on what types of problems occur and how frequently B) To demonstrate what support is doing to help the business C) To aid in future troubleshooting D) To eliminate factors that could cause the problem to reoccur
D) To eliminate factors that could cause the problem to reoccur
What is true about identifying the cause of a problem? A) The solution to a problem will never cause additional problems. B) It is better to be methodical, than to resolve the problem quickly. C) There is always only one cause to every problem. D) You must balance being methodical with being efficient.
D) You must balance being methodical with being efficient.
