Reviewing operating system and application update logs is part of which troubleshooting step?

• Establish a theory of probable cause

• Identify the problem

• Establish a plan of action to resolve the problem and identify potential effects

• Implement the solution or escalate as necessary

2. Setting up staff training to avoid phishing and social engineering is an example of ____________.

• establishing a plan of action

• identifying the problem

• testing the theory

• preventive measures

Identify symptoms” is part of which step?

• Step 2: Research knowledge base/Internet

• Step 4: Test the theory

• Step 1: Identify the problem

• Step 6: Implement the solution or escalate

Select the correct order for these steps: (a) Test the theory; (b) Research knowledge base/Internet; (c) Identify the problem; (d) Document findings.

• a, b, c, d

• c, b, a, d

• d, a, c, b

• d, c, b, a

You are applying the troubleshooting methodology steps in order to fix a user’s laser printer that won’t print. While establishing a theory of probable cause, what should you do first?

• Duplicate the problem, if possible.

• Question the obvious.

• Change the toner cartridge.

• Approach multiple problems individually.

What are the first and last steps of the troubleshooting methodology?

• Establish a theory of probable cause and implement the solution or escalate as necessary.

• Research knowledge base/Internet, if applicable, and verify full system functionality.

• Test the theory to determine the cause and establish a plan of action.

• Identify the problem and document findings/lessons learned, actions, and outcomes.

You are attempting to identify an operating system application-related problem for a user. Where would be a great place to gather information from?

• The users Pictures folder

• The network log

• The operating system application log

• A second-tier help desk support technician

The user is attempting to open a picture and sees an error message instead. When you have the user open another picture in the same folder, the picture opens normally. Which of the following is most likely the cause?

• App failure

• Hardware problem

• Hardware problem

• Picture file corrupted

You are helping a user with a website that doesn’t want to load. Which of the following troubleshooting actions should be tried first to determine if the website itself has a problem?

• Open a different website.

• Disconnect and reconnect the network cable or USB adapter.

• Reinstall the web browser.

• Contact the Internet service provider.

A user’s desktop computer won’t turn on. The user reports that a hard drive was just replaced at the user’s work area and the tech didn’t test the computer before leaving. Which of the following should you check first?

• AC outlet used by computer

• Switch on surge suppressor

• Power supply switch and AC cord

• Front-panel wire from case power switch to motherboard