IT Essentials 7.0 Chapter 4.2.2

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.

An employee reports that the output of a workstation display is distorted. The technician checks the manufacturer website and downloads the latest version of the video driver. After the video driver is installed, what should the technician do next?

• Schedule the next system checkup with the employee.

• Log the previous and current version numbers of the video driver.

• Move the display card to another slot to see if the video performs better.

• Open a video editing application to verify the video performance.

Which two types of data should be backed up before troubleshooting a computer for a customer? (Choose two.)

• BIOS system file

• driver files for the hard disk

• Internet Explorer favorites files

• Windows operating system files

• documents that are created by the customer

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.

After a problem is identified, what is the next step for the troubleshooter?

• Establish a theory of probable causes.

• Determine the exact cause.

• Implement a solution.

• Document the findings.

• Verify the solution.

An employee mentions that opening a large document file is taking longer than usual. The desktop support technician suspects that there might be a fault in the hard disk. What should the technician do next?

• Perform the disk cleanup procedure.

• Back up the user data from the workstation.

• Contact a data recovery company for service.

• Replace the hard disk with a new one to pinpoint the exact problem.

A customer reports that recently several files cannot be accessed. The service technician decides to check the hard disk status and the file system structure. The technician asks the customer if a backup has been performed on the disk and the customer replies that the backup was done a week ago to a different logical partition on the disk. What should the technician do before performing diagnostic procedures on the disk?

• Run the CHKDSK utility.

• Back up the user data to a removable drive.

• Perform file restore from the existing backup copy at the logical partition.

• Install a new hard disk as the primary disk, then make the current disk a slave.

What task should be completed before escalating a problem to a higher-level technician?

• Document each test that was tried.

• Ask the customer to open a new support request.

• Redo each test to ensure the accuracy of the results.

• Replace all hardware components with components that are known to work.

Which step in the troubleshooting process is important to help avoid repeating repair processes that were performed previously?

• identification of the problem

• implementation of the solution

• documentation of the problem and its solution

• preparation of a plan of action

Which task should be performed on a hard drive as part of a preventive maintenance plan?

• Clean the read and write heads with a cotton swab.

• Ensure cables are firmly connected.

• Ensure the disk spins freely.

• Blow out the inside of the drive with compressed air to remove dust.