CompTIA A+ | Microsoft MTA O/S: MOD Advanced Computer Troubleshooting I
Source Quizlet
Most often, what is the reason for a need for advanced troubleshooting?
It means that the probable cause is difficult to diagnose
What are the six steps of troubleshooting?
- Identify the problem
- Establish a theory of probable cause
- Test the theory to determine the cause
- Establish a plan of action to resolve the problem and implement the solution
- Verify full system functionality and if applicable, implement preventative measures
- Document findings, action and outcomes
What are the nine common advanced problems that occur with computers and peripherals?
- An OS not found error message is displayed when the computer is started
- RAID cannot be found
- RAID stops working
- The computer does not recognize a SCSI drive
- The computer does not recognize a removable external drive
- After updating the CMOS frimware the computer will not start
- The computer reboots without warning, locks up, or displays error message, or the BSOD
- The computer exhibits slow performance
- After upgrading from a single core to a dual core CPU the computer runs slower and only shows one CPU graph in the task manager
What are the three steps designed to reinforce communication and troubleshooting skills?
- Receive the work order
- Talk the customer through various steps to try and resolve the problem
- Document the problem and the resolution
- What OS is installed on the computer?
- What programs have been installed recently?
- What updates or service packs have been installed?
What are three good close ended questions to ask when working to identify operating system problems?
- Does anyone else have this problem?
- Has this problem happened before?
- Have you made any changes to you computer?
What are eight common causes of operating system problems?
- Corrupted or missing system files
- Incorrect device driver
- Failed update or service pack installation
- Corrupted registry
- Failed or faulty hard drive
- Incorrect password
- Virus infection
- Spyware
What are a few common steps in determining the cause in operating system problems?
- Reboot the computer
- Examine event logs
- Run SFC/ScanNow
- Roll back or reinstall the device driver
- Uninstall recent updates or service packs
- Run system restore
- Run CHKDSK
- Log in as a different user
- Boot to the last known good configuration
- Run a virus scan
- Run a spyware scan
What are some steps to take if further research is needed to solve the problem?
- Helpdesk repair logs
- Other technicians
- Manufacturer FAQ’s
- Technical websites
- Newgroups
- Computer manuals
- Device manuals
- Online forums
- Internet search
What are some steps to take in order to verify the solution and full system functionality?
- Reboot the computer
- Access all drives and shared resources
- Check event logs to ensure there are no new warnings or errors
- Check device manager to ensure there are no warnings or errors
- Make sure applications run properly
- Make sure the internet can be accessed
- Check task manager to ensure that there are no unidentified programs running
What actions constitute documenting findings after a solution is found and systems tested?
- Discuss the solution implemented with the customer
- Have the customer verify the problem has been solved
- Provide the customer with all the paper work
- Document any components used in the repair
- Document the time spent to resolve the problem
Most often, what is the reason for a need for advanced troubleshooting?
Operating system problems, hardware, software, networks or some combination of the three
A hardware or software malfunction that causes the system to lock up
What is a BSOD and what is usually the cause?
Black screen of death, device driver errors
What are some ways to prevent stop errors and BSOD?
- Verify that the hardware and software drivers are compatible
- Install the latest patches and update for windows
- Event log and other diagnostic utilities
What is the purpose of the first lab?
Designed to reinforce your skills with the operating system
What is the purpose of the second lab?
Designed to reinforce your communication and troubleshooting skills
What is the purpose of the third, fourth and fifth labs?
Designed to reinforce you skills with operating system problems
What should the technician check as a first consideration about a network problem?
Locate the source of the problem
- Restart the network equipment
- Renew the IP address
- Reconnect all of the network cables
- Verify the wireless router configuration
- Ping the local host
- Ping the default gateway
- Ping an external website
- Verify the network equipment settings
What action should follow in troubleshooting a network if a quick solution is not found?
Further research
What should the technician do as a final step before beginning documentation paperwork?
Verify full system functionality
What are three common causes of network connectivity problems?
- Incorrect IP information
- Incorrect wireless configuration
- Disabled network connection
What are three common causes of not being able to send or receive email?
- Incorrect email software settings
- Firewall settings
- Hardware connectivity issues
What are two common causes of transfer problems between FTP clients and servers?
- Incorrect IP address and post settings
- Security policies
What are two common causes of secure internet connection problems?
- Incorrect certificate settings
- Ports blocked by software and hardware
What are three common causes of unexpected information reported from CLI commands?
- Incorrect IP address settings
- Hardware connection issues
- Firewall settings
What is the purpose of the first lab that requires applying listening and diagnostic skills?
To reinforce your skills with netowkrs
What is the purpose of the second lab?
To reinforce your communication and troubleshooting skills
What is the purpose of the third, fourth and fifth labs?
To test your troubleshooting skills with networking problems
What is the first step in troubleshooting laptops?
Identify the problem
What are a few common causes of problems with laptops?
- Laptop battery does not have a charge
- Laptop battery will not charge
- Loose cable connections
- The inverter does not work
- External keyboard does not work
- Num lock is on
- Loose RAM
- A Fn key has disabled a capability
- A button or slide switch has disabled the wireless connection]
What does the technician need to be sure to do when replacing components on laptops?
They they have the correct replacements and tools recommended by the manufacturer
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