Computer Troubleshooting( Comptia Objective 5.1)

Question 1

What are the 6 Troubleshooting steps?

Answer 1

• Step 1 Identify a problem
• Step 2 Establish a theory of probable cause( Question the obvious( Occams razer)
• Step 3. Test the theory to determine cause
• Step 4. Establish a plan of action to resolve the problem and implement the plan.
• Step 5. Verify full system functionality and if applicable implement preventative measures
• Step 6. Document findings, actions, and outcomes.

Question 2

What should you always do before implementing changes to a system to fix it?

Answer 2

• Always consider organizational and corporate policies, procedures and impacts.

Question 3

To prevent permanent system instability and potential data loss what should you always do before implementing changes?

Answer 3

• Perform a backup
• Estimate the risk associated with the change.
• Have a recovery plan if change doesn’t work.

Question 4

After performing the first 4 troubleshooting steps what should you always do next?

Answer 4

• Verify full system functionality.

Question 5

When it comes to change management what is change control?

Answer 5

• A formal process for managing change.
• Avoids downtime, confusion and mistakes.
• Typically a corporate policy and nothing changes without this process.

Question 6

When attempting to identify the problem what should you do?

Answer 6

• Gather as much information as possible and duplicate the issue.
• Identify Symptoms
• Question users( best source of info)
• Check if anything has been recently changed
• Check OS log files/ some applications may have log information.