Section 4.2 Troubleshooting Process

Section 4.2 Troubleshooting Process

Troubleshooting Process Objectives

• Troubleshoot problems with PC and Peripheral devices

• Describe each step of the troubleshooting process

• Identify common problems and solutions for PCs

• Troubleshoot computer components and peripherals using the six-step troubleshooting Process

Multiple Choice

Why is it important to have a method or process for troubleshooting?

• It saves time
• Ensures you don't miss obvious problems
• Makes the job easier
• All of these answers are correct

Multiple Choice

What is NOT likely to be the cause if you are having video problems?

• Monitor backlight has failed
• Bad video cable
• Bad video driver
• Overheating

Multiple Choice

What is likely the problem if the computer locks up or shuts down after a period of very rapid cooling fan operation?

• The hard drive has failed
• CPU has failed
• Bad CMOS battery
• Overheating

Multiple Choice

What is the most likely cause if the computer will not turn on?

• The hard drive has failed
• Power strip not turned on
• Bad CMOS battery
• Broken power button

Multiple Choice

Which of these is NOT likely the cause if you install a new video card and have no video signal?

• BIOS settings are set to use the integrated video
• Cable still connected to the integrated video port
• Bad hard drive
• Do not have the proper driver installed

Multiple Choice

What is a common reason that a computer may not recognize a storage device?

• Power or data cable is loose
• Virus
• Bad Driver
• Operator error

Multiple Choice

What is the last step of the troubleshooting process?

• Have the customer verify that the problem is fixed
• Document findings, actions and outcomes
• Identify the problem
• Test the theory of possible causes

Multiple Choice

The fifth step of the troubleshooting process is Verify Full System Functionality and, If Applicable, Implement Preventive Measures. This could involve what important step?

• Have the customer verify that the problem is fixed
• Train the customer on how to prevent the problem in the future
• Ensure all attached devices work properly
• All of these answers

Multiple Choice

What is the fourth step of the troubleshooting process?

• Test the Theory to determine the cause
• Identify the problem
• Establish a Plan of Action to Resolve the Problem and Implement the Solution
• Verify full system functionality

Multiple Choice

The third step is to Test your theories to determine the cause. What should you do if none of your theories turn out to be the cause of the problem?

• Pass the job off to another technician
• Go back to step two and research more theories
• Give up
• Tell the customer to buy a new computer

Multiple Choice

The second step of the troubleshooting process is to Establish a Theory of Probable Causes. When doing this what should be placed on your list first?

• The most complex issues
• The most serious problems
• Rare but interesting issues
• The most obvious simple solutions

Multiple Choice

Device manager displays all devices configured that are configured on the computer. Which icon is displayed if a device has been disabled?

• A red circle with an X
• A yellow circle with an exclamation point
• A yellow question mark
• A green colon with an orange flag

Multiple Choice

Which Windows utility keeps track of information about system errors that have occurred?

• Microsoft Security Essentials
• Event Viewer
• Device Manager
• Task Manager

Multiple Choice

Which of the following is an example of a open ended question?

• Is your computer still under warranty?
• Have you run all system updates?
• What kind of problems have you been encountering?
• Have you scanned for viruses recently?

Multiple Choice

What is the first step of the troubleshooting process?

• Identify the problem
• Fix the Problem
• Establish a Theory of what's causing the problem
• Make the customer feel like the problem is their fault

Multiple Choice

A liability release form specifies all EXCEPT which of the following?

• Permission to work on the computer
• Price of the work to be done
• Release of responsibility of data loss
• Description of what work should be done

Multiple Choice

What should you ALWAYS do before starting the troubleshooting process?

• Reboot
• Defrag
• Backup
• Perform updates