test your theory

Troubleshooting

Mr. Burnside

Poll

How are you feeling today

Poll

Are you ready to learn today?

What is the trouble shooting process?

​How can we use the trouble shooting to solve a problem?

​

​Learning Target:

Open Ended

What am I going to learn today?

Introduction to Troubleshooting

• Troubleshooting requires an organized and logical approach to problems with computers and other components

• Troubleshooting is a skill refined over time.

• Before you begin troubleshooting problems, always follow the necessary precautions to protect data on a computer. 

Open Ended

What do I know about troubleshooting?

Multiple Choice

What is the first step in the troubleshooting process?

• Identify the problem

• Establish a theory

• Test the theory

• Establish a plan of action

• Verify Functionality

Multiple Choice

While you are performing troubleshooting, a program is not responding and will not close when the exit button is clicked. How can you end the frozen program without losing your other work?

• Press Ctrl+Alt+Del, start the Task Manager, and end the task from the Applications tab

• Click the Minimize button and then click the Maximize button in the program window

• Press Alt+Tab to close the program and re-open the previous application

• Press and hold the power button until the display goes black, and then press the power button again

Multiple Choice

What is the last step of the troubleshooting process

• Discuss the issue with your team so that other technicians are aware of it

• Follow up regularly with the user to make sure the problem hasn't resurfaced

• Perform a system upgrade for the user so that the issue doesn't happen again

• Document your findings, actions, and outcomes in a knowledge base

Multiple Choice

If you are experiencing a problem caused by an outdated driver, where should you look to update it?

• • The Windows Update section of the Microsoft website

  
  

• The Support section of the manufacturer's website

• The original CD-ROM that shipped with the device

• The Windows Task Manager tool

Multiple Choice

In the troubleshooting methodology, establishing a theory of probable cause should come as the:

• First step of the troubleshooting process

• Second step of the troubleshooting process

• Third step of the troubleshooting process

• • Fourth step of the troubleshooting process

  
  

Multiple Choice

Once the theory of probable cause of the problem has been established, the next troubleshooting step should involve:

• Verifying full system functionality

• Testing the theory to determine the problem cause

• Implementing the solution

• Establishing a plan of action to resolve the problem

Multiple Select

what is troubleshooting?

• the process used to fix a problem

• It is a fight between 2 computers

• Getting rid of computer viruses

• a fun game to play during free time

Multiple Choice

What should you do before you put a plan into action?

• Document findings/lessons learned, actions, and outcomes.

• Ask the user what might have changed.

• Collect more information about the problem.

• Consider the possible outcomes of the fix action.

Multiple Choice

In which step of the troubleshooting process do you question the obvious?

• The third step, in which you establish a theory of probable cause

• The first step, in which you gather information about the problem

• The eighth step, in which you document your findings, actions, and outcomes

• The fifth step, in which you establish a plan of action to resolve the problem

Multiple Choice

Enacting the steps that would resolve the issue is what step in the Troubleshooting Methodology?

• Implement a solution

• Identify the problem

• Establish a plan of action

• Establish a theory of probably cause

Multiple Choice

After confirming the probable cause, consider what steps should be taken to resolve the issue would be what step in the Troubleshooting Methodology?

• Implement a solution

• Establish a theory of probably cause

• Establish a plan of action

• Identify the problem

Open Ended

Why is it important to document your solutions?

Multiple Choice

In which step of the troubleshooting process would a technician have to do more research on the Internet or within the computer manual in order to solve a problem?

• Test the theory to determine the cause.

• Document findings, actions, and outcomes.

• Establish a plan of action to resolve the problem and implement the solution.

• Verify full system functionality and, if applicable, implement preventive measures.

• Identify the problem.

Multiple Choice

What is the next step after a possible solution is implemented during a troubleshooting process?

• Test another possible solution.

• Identify other possible causes for the problem.

• Document the cause and the solution for the problem.

• Verify the full system functionality and apply maintenance procedures.

Multiple Choice

A helpdesk technician takes a call, "Good morning, this is the helpdesk. My name is Greg. How may I help you today?" The frantic caller states, "My computer will not turn on and I have a presentation in 15 minutes." The technician responds, "Now calm down and let us see what we can do." The technician then proceeds to lead the caller through the process of checking power cables and power lights. Which troubleshooting step is being used at this point?

• Identify the problem.

• Establish a theory of probable cause.

• Establish a plan of action to resolve the problem.

• Verify full system functionality and, if applicable, implement preventive measures.

• Implement a solution.

Multiple Choice

When troubleshooting a computer, where can a technician find updated information about errors caused by the system, the user, or the software?

• Event Viewer

• Device Manager

• the BIOS

• vendor diagnostic tools

Open Ended

Why is it important to learn how to troubleshoot?