Computer Maintenance Chapter 4 Part 2 Troubleshooting
What are beep codes used for?
to indicate hardware failures
What are the five guidelines of conversation etiquette in talking with a customer?
1. Ask direct questions to gather information., 2. Do not use industry jargon., 3. Do not talk down to the customer., 4. Do not insult the customer.5. Do not accuse the customer of causing the problem.
What items regarding back-ups should be verified with the customer before troubleshooting?
1. Date of the last backup, 2. Contents of the backup, 3. Data integrity of the backup, 4. Availability of all backup media for a data restore
What should be included in your documentation?
1. Description of the problem, 2. Steps to resolve the problem, 3. Components used in the repair
What is data backup?
A copy of the data on a computer hard drive that is saved to media such as a CD, DVD, tape drive or the cloud
How will a disabled device be identified?
A red circle with an X
When should the technician begin the documentation process?
After the customer has verified that the problem has been solved
What is shown in Device Manager?
All the devices configured on a computer
How is the term customer defined when troubleshooting?
Any user that needs assistance
How do you determine an exact cause?
By testing your theories of probable causes one at a time, beginning with the quickest and easiest
What is the final step in the troubleshooting process?
Close with the customer
Why do you need to verify full system functionality?
Confirms that you have solved the original problem and ensures you have not created another problem
How often are backups done?
Daily, weekly, monthly
If a technician is unable to find an exact cause, what should they do?
Document steps and escalate the problem to a more experienced technician.
What are the characteristics of a logical approach to troubleshooting?
Eliminate variables and identify causes of problems in a systematic order
How do you know a device is operating incorrectly?
Flagged with a yellow circle and an exclamation point
What does a yellow question mark indicate?
Hardware is not functioning because the system does not know which driver to install for the hardware
What are the three common areas of computer problems?
Hardware, software, networks or some combination of the three
Where might you research to find possible solutions?
Help desk, repair logs, other technicians, manufacturers frequently asked questions, technical websites, newsgroups, manuals (computer and devices), online forums, Internet search
What is the first step in the troubleshooting process?
Identify the problem
After testing for obvious issues what should follow in the troubleshooting process?
More complex issues
Are all beep codes the same?
No; they vary depending on BIOS manufacturer
What should be done if a customer does not have a back-up and a back-up cannot be created?
Permission to work on the computer, Liability release, description of the work to be performed
What are common hardware problems related to storage devices?
Storage device problems are often related to loose or incorrect cable connections, incorrect drive and media formats, and incorrect jumper and BIOS settings
What are two characteristics of the approach to troubleshooting?
The approach to troubleshooting should be organized and logical.
Apart from the technician, who is in the best position to test full system functionality?
The customer
How long does it take a technician to work through more complex issues in the troubleshooting process?
The more experience the technician has the faster they can work through issues.
What are common hardware problems related to power supplies?
These problems are often caused by a faulty power supply, loose connections, and inadequate wattage
What are common problems related to CPU and memory?
These problems are often caused by faulty installations, incorrect BIOS settings, inadequate cooling and ventilation, and compatibility issues
What are common hardware problems related to motherboards and internal components?
These problems are often caused by incorrect or loose cables, failed components, incorrect drivers, and corrupted updates
What is an open-ended question?
Used to obtain general information; allows the customer to explain the details of a problem
How should the problem and solution be communicated to the customer?
Verbally and in writing
What information does Event Viewer record about the problem?
What problem occurred, Date and time of problem, Severity of problem, Source of problem, Event ID number, Which user was logged in when the problem occurred
Where should you start when troubleshooting a problem?
With the obvious issues
What type of response should you expect from a close-ended question?
Yes or No