Testout 2.5 Troubleshooting Overview

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What are the 8 troubleshooting process steps?

Identify the problem Back up the system Identify possible causes and identify a theory of probably cause Test your theory Create an action plan Test the solution Ensure satisfaction Document the solution and process

When answering a helpdesk call, a field customer calls and complains that he cannot print to a workgroup laser printer. What should be the first question you ask?

Have you printed to this computer before

Good documentation will:

Save you time and money in the troubleshooting process

A user sends a print job to a network printer and it prints page after page of random characters. He calls the Help Desk and a technician discovers that somehow the wrong printer driver had been loaded on the user’s workstation. The technician loads the correct driver, verifies that the system works correctly, and documents the resolution. What else should he do?

Educate the user as to how the problem was resolved and verify that they are satisfied with the results

You have just installed a new USB card reader in your Windows computer. Every time you preform a certain action using the card reader, you get an error message that you’ve never seen before. What should you do first?

Check the manufacturers website for information about the error

You are responsible for managing client workstations for your company. A frantic user calls you one morning exclaiming that "nothing is working". What should you do first in your troubleshooting strategy?

Identify the problem

A user reports that a projector in the conference room has display issues when it is connected to his laptop. After identifying the cause and completely resolving the issue, the projector displays the images perfectly both on his laptop and on the projector. What should you do next

Document the solution

A user reports that her monitor has stopped working. While troubleshooting the issue, you discover a bad video card in the system. You replace the card and connect the monitor cable to the card. What should you do next in your troubleshooting process?

Test the solution

A user reports that he cannot access several network files. After some investigation, you determine that the problem is with a network server. What should you do next?

Determine if escalation is needed

A user reports that she can’t turn her computer on. After some investigation, you find that the power supply is malfunctioning. What should you do next?

Create an action plan.

A user reports that he is unable to access data on an external hard drive. You investigate the problem and determine that the USB cable connection to the hard drive is damaged. You replace the cable. What should you do next?

Test the solution

A user reports that he can’t send print jobs to a specific printer. You go to the user’s computer and reproduce the problem. What should you do next?

Identify if anything has changed

A user reports that her system is running slow when saving files. You determine that you will need to upgrade her hard disk. You identify the components that are required and decide to schedule the repair for later that afternoon. Up to this point, which step have you forgotten in your troubleshooting process?

Preform a backup

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