1.4 Module Quiz

Question 1

You are the manager in charge of maintaining desktop computers. A user reports that she can’t turn her computer on. After some investigation, you find that the power supply is malfunctioning.

Which of the following actions should you perform next?

Answer 1

Create an action plan.

Question 2

A technician is troubleshooting a faulty hard drive that is causing a single user’s workstation to crash.

At the same time, the company experiences a network outage affecting multiple departments.

Based on Best Practice Methodology, what should the technician do?

Answer 2

Prioritize the network outage because it has a wider impact on the business.

Question 3

A user reports that their computer is running extremely slow after a recent software update. You identify the problem as insufficient memory (RAM) to handle the new software requirements.

After testing your theory and confirming the cause, what should you do next to implement a plan of action?

Answer 3

Install additional RAM in the computer following the manufacturer’s installation guide.

Question 4

A user reports that she can’t send print jobs to a specific printer. You are able to reproduce the problem on the user’s computer.

Which of the following actions should you perform next?

Answer 4

Determine whether anything has changed

Question 5

You’ve just installed a new USB card reader on your Windows computer. Every time you perform a certain action using the card reader, you get an error message that you’ve never seen before.

Which of the following actions should you perform FIRST?

Answer 5

Check the manufacturer’s website for information about the error.

Question 6

The troubleshooting Methodology

Answer 6

1. Identify
2. Establish and Test a Theory
3. Question the Obvious
4. Establish a New Theory or Escalate
5. Implement a Plan of Action
6. Verify and Document