Troubleshooting Methodology

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

• Hardware

• Software

• Both hardware and software

• Neither hardware nor software

Which of the following is the first step in troubleshooting?

• Research

• Identify the problem

• Establish a theory

• Establish an action plan

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

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

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

• Duplicate/replicate the problem, if possible

• Question users about what seemed to happen

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

• Internet forums

• Previous tickets

• Private knowledge bases

• All of the above

When testing solutions you should ______.

• test thoroughly

• ignore errors

• skip steps

• assume correctness

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

• True

• False, functionality must be verified

• False, users must be reprimanded for causing the problem

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

What is the final step in the troubleshooting methodology?

• A. Document the solution

• B. Identify the problem

• C. Establish a theory of probable cause

• D. Test the theory to determine cause

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

• The power supply

• The outlet

• Tracks on the motherboard

• 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