Troubleshooting Methodology Quiz

When a computer breaks down, what could be the cause?

• A. Hardware

• B. Software

• C. Both hardware and software

• D. Neither hardware nor software

Which of the following is the first step in troubleshooting?

• A. Research

• B. Identify the problem

• C. Establish a theory

• D. Establish an action plan

Which of the following should NOT be done during the troubleshooting process?

• A. If the problem is a large one, break it down into smaller problems

• B. If the problems are small ones, combine them into one larger problem

• C. Duplicate/replicate the problem, if possible

• D. Question users about what seemed to happen

Which of the following can be used to determine a solution to problems?

• A. Internet forums

• B. Previous tickets

• C. Private knowledge bases

• D. All of the above

When testing solutions you should _______.

• A. Test multiple solutions at once

• B. Test all solutions at once

• C. Test one solution at a time

• D. Test solutions in pairs

Once the solution is implemented, users are good to continue working.

• A. True

• B. False, functionality must be verified

• C. False, users must be reprimanded for causing the problem

• D. False, once a computer has problems, it can't be used again

What is the final step in the troubleshooting methodology?

• Research

• Document findings

• Implement the solution

• verify solution

Which of the following does NOT need to be inspected if the computer fails to turn on?

• The power supply

• The outlet

• power cable connections

• None of the above

Which is not a step of the troubleshooting methodology?

• Attempt to fix multiple problems at the same time

• Implement the solutions or escalate as necessary

• Establish a theory of probable cause

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

Which is not a part of the Identify the Problem step?

• Gather information

• Question users

• Identify symptoms

• Considering multiple theories of solutions