Troubleshooting Methodology

Question 1

What three things do problems have?

Answer 1

1. Cause
2. Symptom
3. Consequence

Question 2

In order what are the eight steps to the CompTIA Troubleshooting Model?

Answer 2

1. Identify the problem.
2. Research knowledge base/Internet, if applicable.
3. Establish a theory of probable cause.
4. Test the theory to determine 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 3

Step one of CompTIA’s Troubleshooting model is IDENTIFY THE PROBLEM. In order name the six sub steps.

Answer 3

1. Gather information.
2. Duplicate the problem, if possible.
3. Question users.
4. Identify Symptoms.
5. Determine if anything has changed.
6. Approach multiple problems individually.

Question 4

Step Three of CompTIA’s Troubleshooting Model is to ESTABLISH A THEORY OF PROBABLE CAUSE. What are the three sub steps?

Answer 4

1. Question the obvious.
2. Consider multiple approaches.
3. Divide and conquer.

Question 5

Step Four of CompTIA’s Troubleshooting Model is TEST THE THEORY TO DETERMINE CAUSE. What are the two sub steps?

Answer 5

1. Once the theory is confirmed (confirmed root cause), determine the next steps to resolve the problem.
2. If the theory is not confirmed, establish a new theory or escalate.

Question 6

What is ‘remote desktop’?

Answer 6

I can control I can take control of someone else’s computer from a different location.

Question 7

There are typically three solutions to any problem. What are they?

Answer 7

1. Repair.
2. Replace.
3. Ignore.

Question 8

POST is an acronym for what?

Answer 8

Power-On Self-Test

Question 9

What does the POST routine ensure?

Answer 9

It ensures that all the components required to start the computer are present. If they are a single beep may be issued signaling all is well.

Question 10

Why would I use “” in a Google search?

Answer 10

To specify a match to the exact phrase as I’ve typed it.

Question 11

Why might I use a + in a Google search?

Answer 11

I’d put + in front of a word that must be found in the documents exactly as I’ve typed it.

Question 12

Why might I put a - in front of a word

Answer 12

To exclude it from the search.

Question 13

Why might I use | in a Google search?

Answer 13

either this word or this word. | is used instead of ‘or’.

Question 14

Why might I use * in a Google search?

Answer 14

• represents a word I don’t know.