What does a usual troubleshooting methodology involve
A set of steps to diagnose and fix a computer
What is the best practice methodology to resolve problems
- Identify the problem
- Establish theory of probable cause
- Test the theory to determine the cause
- Establish a plan of action to resolve the problem and implement the solution
- Verify full system functionality
- Document findings actions and outcomes
How do you identify the problem ?
• Communicate with the user to identify what is wrong
• Has anything changed on the computer that would cause this problem
• Ensure a backup of files has been made
What is involved with establishing a theory of probable cause ?
Involves speculation based on the information provided by the user and computer.
• Requires internal and external research.
• What is going on with the hardware?
How is external research utilised during finding a probable cause?
Internet is a form of external research utilised by the technician to find information about specific error codes.
How is internal research utilised during the finding a probable cause phase?
Asking other technicians on site who have previous experience with an error code or problem.
* Checking company records regarding a specific problem with a device
What is meant by checking outside the case in the troubleshooting methodology?
- Utilise all your senses when checking the problem do you see anything which shouldn’t be there,
smell burning
, hear wiring or grinding noises,
feel excessive heat.
how to implement test the theory to determine the cause
- utilising your theory replace the broken part if that does nothing more than verify that something else is broken come up with a new theory.
- check with management and company procedures you have permission to make necessary changes.
What is the final step in the testing theory phase if your theory and permission is no longer relevant or helpful
- escalation is the process your company goes through when you the person assigned to a problem cannot fix the job.
- Get in touch with management regarding the problem to receive specialised knowledge concerning an issue.
How to establish a plan of action to resolve the problem
- prior steps may need to be considered such as providing additional resources,
- a backup of user data,
- on vendor specific equipmentt refer to vendor instructions for guidance on how to troubleshoot.
steps in the verification process of troubleshooting
- verification of full system functionality - allow the user to use the system normally for a few minutes any minor errors will become apparent, familiarise yourself with the users line of work
- implement preventive measures - installing anti-malware, informally train user about the problem,
Documentation process phase of troubleshooting
- document findings actions and outcomes to
- track a history of troubleshooting of a computer device over time, enabling you to make longer term decisions about retiring or changing out parts.
- allow other techs to store info about devices on a company database to solve problems easier
