Troubleshooting

Question 1

Which of the following should be the first step in the troubleshooting process?

Implementing preventative measures
Establishing a theory of probable cause of the problem
Verifying full system functionality
Identifying the problem
Establishing a plan of action to resolve the problem

Answer 1

Identify the problem

Question 2

Which specific actions are not be performed in the first step of the troubleshooting process? (Select 2 answers)

Gathering information from the user
Establishing a theory of probable cause
Identifying user changes
Establishing a plan of action to resolve the problem
Performing backups before making changes

Answer 2

Establishing a theory of probable cause
establishing a plan of action to resolve the problem

Question 3

In the troubleshooting methodology, establishing a theory of probable cause should come as the:

First step of the troubleshooting process
Second step of the troubleshooting process
Third step of the troubleshooting process
Fourth step of the troubleshooting process

Answer 3

Second step of the troubleshooting process

Question 4

Once the theory of probable cause of the problem has been established, the next troubleshooting step should involve:

Verifying full system functionality
Testing the theory to determine the problem cause
Implementing the solution
Establishing a plan of action to resolve the problem

Answer 4

Testing the theory to determine the problem cause

Question 5

Which step of the troubleshooting process involves re-establishing a new theory to determine probable problem cause?

Identifying the problem
Establishing a theory of probable cause
Testing the theory to determine the cause
Establishing a plan of action to resolve the problem

Answer 5

Testing the theory to determine the cause

Question 6

In the troubleshooting process, testing the theory to determine probable problem cause can also involve asking for assistance of more experienced peers.

True
False

Answer 6

True

Question 7

Which step of the troubleshooting process involves establishing a plan of action to resolve the problem?

First step
Second step
Third step
Fourth step
Fifth step
Sixth step

Answer 7

Fourth Step

Question 8

Once a plan of action to resolve the problem has been established, the next step in the troubleshooting process should be:

Conducting external or internal research based on symptoms
Testing the theory to determine problem cause
Implementing the solution
Establishing a theory of probable cause of the problem

Answer 8

Implementing the solution

Question 9

According to the troubleshooting methodology, verification of full system functionality and implementation of applicable preventive measures should be performed as the:

Next step after documenting findings, actions, and outcomes
First step of the troubleshooting process
Next step after implementing the solution
Last step of the troubleshooting process

Answer 9

Next step after implementing the solution

Question 10

The last step of the troubleshooting process should come as the next consecutive step after: (Select 2 answers)

Implementing the solution
Verifying full system functionality
Identifying potential effects of the implemented solution
Documenting findings, actions, outcomes, and conclusions
Implementing preventive measures

Answer 10

Verifying full system functionality
Implementing preventative measures

Question 11

The last step of the troubleshooting process should involve:

Implementing preventive measures
Documenting findings, actions, outcomes, and conclusions
Verifying full system functionality
Identifying potential effects of the implemented solution