Question | Answer |
Which Step in troubleshooting?
Asking the user questions | 1st Step - Identify the problem |
Which step in troubleshooting?
Identify changes to the computer or environment | 1st Step - Identify the problem |
Which step in troubleshooting?
New software installed, settings changed? | 1st Step - Identify the problem |
Which step in troubleshooting?
Review documentation | 1st Step - Identify the problem |
Which step in troubleshooting?
No direct action, just gleaning info | 1st Step - Identify the problem |
Which step in troubleshooting? Do not list causes but choose a probable cause | 2nd Step - Establish a theory of probable cause. |
Which step in troubleshooting? Determine if it is a hardware or software issue | 2nd Step - Establish a theory of probable cause. |
Which step in troubleshooting? Test your theory of probable cause | 3rd step - Test the theory to determine a cause |
Which step in troubleshooting? Theory failed go back to step 2 | 3rd step - Test the theory to determine a cause |
Which step in troubleshooting? Can't figure it out, escalate. | 3rd step - Test the theory to determine a cause |
Which step in troubleshooting? Theory correct, immediately implement. | 4th step - Establish a plan of action to resolve the problem and implement the solution. |
Which step in troubleshooting? Put the computer through it's paces to make sure it's working. | 5th step - Verify full system functionality and implement preventative measures. |
Which step in troubleshooting? Set up steps to prevent the problem from happening again. | 5th step - Verify full system functionality and implement preventative measures. |
Which step in troubleshooting? New preventative measures may affect other systems. Get permission. | 5th step - Verify full system functionality and implement preventative measures. |
Which step in troubleshooting? Document what happened. | 6th step - Document findings, actions and outcomes. |
What should you do before making any changes to the computer? (best answer)
a. Identify the problem
b. Establish a plan of action
c. Perform a backup
d. Escalate the problem | c. Always perform a backup when making changes. |