Chapter 5

Question 1

CompTIA Troubleshooting Model

Answer 1

1. Identify the problem
2. Research knowledge base/internet
3. Establish a theory of probable cause
4. Test the theory to determine the cause
5. Establish a plan of action to resolve the problem and identify potential effects
6. Implement the solution or escalate as necessary
7. Verify full system functionality and if, applicable, implement preventative measures
8. Document findings, lessons learned, actions and outcomes

Question 2

Identifying the problem

Answer 2

-Question users and determine changes
-Duplicate the problem and identify symptoms
-Approach multiple problems individually
-Gather information and research symptoms

Question 3

Understanding the problem

Answer 3

-Question the obvious
-Divide and conquer
-Consider multiple appoaches
-Test the theory
-Escalate the problem?