5.0 Troubleshooting Flashcards by Brittany R

Notes:
CompTIA Troubleshooting Steps (6)

1) IDENTIFY the problem
a) Gather information from the user, identify user changes, and, if applicable, perform backups before making changes
b) Inquire regarding environmental or infrastructure changes

2) ESTABLISH a theory of probable cause
a) Question the obvious
b) If necessary, conduct external or internal research based on symptoms

3) TEST the theory (to determine the cause)
a) Once the theory is confirmed, determine the next steps to resolve the problem.
b) If the theory is not confirmed, re-establish a new theory or escalate.

4) ESTABLISH a plan of action (to resolve the problem and implement the solution)
a) Refer to the vendor’s instructions for guidance

5) VERIFY system functionality (if applicable, implement preventive measures)

6) DOCUMENT the findings, actions, and outcomes.

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Notes:
Problems related to motherboards, RAM, CPU, and Power
(PART 1 – POST)

1) POST (Power-on Self-test) beeps
a) Checks a computer’s internal hardware for compatibility and connection before starting the remainder of the boot process
b) If the computer passes POST, the computer may give a SINGLE beep
c) If the computer fails POST, the computer may generate a beep code telling the user the source of the problem.

2) Link below displays what the POST beeps mean
a) https://en.wikipedia.org/wiki/Power-on_self-test

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Notes:
Problems related to motherboards, RAM, CPU, and Power
(PART 2 – BSOD)

1) Proprietary crash screen (BSOD – Blue Screen of Death / pinwheel)

     a) Could be something with the hardware or operating system or application.

     b) Hardware issues could be:
              I. Bad RAM or RAM going bad
              II. Failing HD
              I. Wrong video card drivers
     
     c) Software issues could be:
               I. Operating system is corrupt
              II. Application generates an error and windows doesn't know how the response

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Notes:
Problems related to motherboards, RAM, CPU, and Power
(PART 3 – Black Screen and No Power)

BLACK SCREEN
1) No display on the screen
2) Check the following:
a) Monitor is getting power
b) Plug in both power and video cable
c) Plug into the computer
d) Plug into the correct video port on the computer
e) Surge is turned on
f) Monitor is set to the correct display type, such as HDMI

NO POWER
1) When you press the power button nothing happens.
2) Check the following:
a) You are pressing the correct power button (and not the reset button)
b) Computer is plugin
c) Surge is turned on
d) Surge actually works
e) Power supply switch is set to on
f) Jumpers are plugged into the motherboard correctly
g) Ensure the power supply is correctly plugged into the motherboard
h) Replace the power supply with a known working one

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Notes:
Problems related to motherboards, RAM, CPU, and Power
(PART 4 – Sluggish Performance)

SLUGGISH PERFORMANCE
1) Computer is running slow
2) Can happen for several reasons:
a) Not enough memory (RAM)
b) Slow hard drive
c) Slow processor
d) Corrupt application
e) Corrupt OS
f) Virus or malware on system
g) Not using correct drivers

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Notes:
Problems related to motherboards, RAM, CPU, and Power
(PART 4 – Intermittent Shutdowns)

INTERMITTENT SHUTDOWN
1) Computer shuts down randomly
2) Can happen because of HEAT ISSUES
3) Can happen for several reasons:
a) OS is corrupt
b) Memory is failing

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Notes:
Problems related to motherboards, RAM, CPU, and Power
(PART 5 – Application crashes)

1) Application are stopping or freezing randomly
2) Usually can happen because of corruption of the application or the OS
3) Can happen for several reasons:
a) OS is corrupt
b) Application is corrupt
c) Memory is failing
d) Event viewer

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Notes:
Problems related to motherboards, RAM, CPU, and Power
(PART 6 – Grinding Noise)

1) Only fans or hard drives make noise in a computer case
a) Could be a fan having issues
b) Could be a hard drive failing

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Notes:
Problems related to motherboards, RAM, CPU, and Power
(PART 7 – Capacitor Swelling)

1) Failing capacitor (Budging tops)
2) Generally will have to replace the motherboard

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Notes:
Problems related to motherboards, RAM, CPU, and Power
(PART 8 – Inaccurate System Date/Time)

1) Generally the BIOS battery is dead and will need to be replaced

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Notes:
Problems related to motherboards, RAM, CPU, and Power
(PART 9 – Burning Smell)

1) Something in the case is melting or on fire
2) Shut off the computer immediately and unplug from the wall
3) Most likely the power supply has burned out
4) Check the following:
a) Try to smell inside the case to see if it is coming from, smell the power supply
b) Look at the motherboard to see if you see any black spots

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Notes:
Problems with Storage Drives and RAID Arrays
(PART 1 – LED Indicators)

1) Light-emitting diode (LED) status indicators
a) Use to help you diagnose issues
b) Can tell you if drives are functioning
c) On most RAID systems the lights should be a blinking green, if it is amber it may be a dead drive

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Notes:
Problems with Storage Drives and RAID Arrays
(PART 2 – Grinding Noises and Clicking Sounds)

1) Drive is either dead or dying
2) Backup data right away if the drive can still be used
3) Replace the drive

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Notes:
Problems with Storage Drives and RAID Arrays
(PART 3 – Bootable device not found)

1) System could be set to boot to the wrong drive in the BIOS boot order
2) Drive is dead
3) OS could be corrupt

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Notes:
Problems with Storage Drives and RAID Arrays
(PART 4 – Data Loss/Corruption)

1) Restore from backup if data is loss or corrupt
a) Corruption causes:
I. Drive failing
II. Memory failing
III. Viruses
IIII. Application crashes
b) When data is corrupted:
I. Reinstall the app
II. Re-do the OS
III. Try new memory stick
IIII. Try new hard drive

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Notes:
Problems with Storage Drives and RAID Arrays
(PART 5 – RAID Failure)

1) Depending on the RAID you may need to:
a) Replace a failed drive and let the RAID re build (RAID 1,5,10)
b) Replace the failed drive and restore all data from backup (RAID 0)

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Notes:
Problems with Storage Drives and RAID Arrays
(PART 6 – SMART Failure)

Self-Monitoring, Analysis, and Reporting Technology (SMART) failure
1) Monitoring system included in computer hard disk drives (HDDs) and solid-state drives (SSDs)
2) Function is to detect and report various indicators of drive reliability with the intent of anticipating imminent hardware failures
3) Software that could tell you of imminent drive failure

Notes:
Problems with Storage Drives and RAID Arrays
(PART 7 – IOPS)

Extended read/write times and Input/output operations per second (IOPS)
1) Looks at how fast drives are working
2) Can describe

Notes:
Problems with Storage Drives and RAID Arrays
(PART 8 – Missing drives in OS)

1) BIOS not set to the correct drive
2) Drive is dead
3) OS is corrupt

Notes:
Video, Projector, and Display Issues
(PART 1 – Incorrect Data Source)

1) Check the cable is plugged into the correct port
2) Monitor is set to the correct source

Notes:
Video, Projector, and Display Issues
(PART 2 – Physical Cabling Issues)

1) If you think it’s a bad cable, replace with a known working cable
2) Discard bad cables

Notes:
Video, Projector, and Display Issues
(PART 3 – Burned-Out Projector Bulb)

1) Projecter bulbs last only a certain amount of hours
2) Replace all burned bulbs

Notes:
Video, Projector, and Display Issues
(PART 4 – Fuzzy Issues)

1) Check the cables
2) Ensure the computer is set to the correct resolution (native resolution)

Notes:
Video, Projector, and Display Issues
(PART 5 – Display Burn-In)

1) Able to see the last image on the monitor
2) May happen with an image is left on display for a long period of time

3) Try leaving a display of a white image for a long period of time

Notes: Video, Projector, and Display Issues (PART 6 -- Dead Pixels)

1) Black dot(s) on the screen 2) After a certain number of dead pixels the manufacture may replace the display if under warranty

Notes: Video, Projector, and Display Issues (PART 7 -- Flashing Screen, Incorrect Color Display, and Dim Image)

FLASHING SCREEN 1) Check the cable is plugged into the correct port. INCORRECT COLOR DISPLAY 1) Adjust color setting on monitor, On screen display. DIM IMAGE 1) Check the brightness setting is up on the monitor 2) Might have to replace the monitor if the backlight is dead. 3) (Keep in mind laptop antenas)

Notes: Video, Projector, and Display Issues (PART 8 -- Audio Issues)

1) Check the cable is plugged into the correct port 2) Check if the volume is turned up 3) Check if the speakers are plugged in 4) Check if the speaker have power

Notes: Video, Projector, and Display Issues (PART 9 -- Intermittent Projector Shutdown)

INTERMITTENT PROJECTOR SHUTDOWN 1) Could be a heating issue 2) Could be set to ECO mode and shuts off when the image is not moving for a long time

Notes: Common issues with MOBILE devices (PART 1 -- Battery)

Poor Battery Health: 1) Battery is dying, replace the battery if possible 2) Have too many applications open 3) Running the phone in high performance mode Swollen Battery: 1) Shut down right away 2) Replace battery if possible

Notes: Printer Issues (PART 1)

Lines Down Printed Pages 1) Replace the drum 2) Inspect the print heads on inkjet Garbled Print 1) Usually using the wrong driver language 2) Inspect the print heads on inkjet Toner Not Fusing to Paper 1) Issue with fusing assembly/roller 2) Replace the fusing assembly/roller

Notes: Problems with Networks (PART 1 -- Connectivity)

A. Intermittent Connectivity: 1) Reboot the phone 2) Reboot the access point 3) Check if you are within the correct area B. Slow Network Speeds: 1) Make sure you are within the correct distance (access point) 2) Too many apps running C. Limited Connectivity: 1) Might be able to access the LAN, but not the internet 2) Check configuration settings D. Jitter / VoIP (Poor Voice over Internet protocol): 1) High jitter is when data comes at unexpected rates or inconsistent 2) Low is the opposite 3) Ensure the company has QoS setup 4) Low bandwidth 5) Drop packets E. Port Flapping: 1) Interface is going up and down 2) Physical problem like a pin is bent on the connector or cable 3) Replace the cable if needed F. High Latency 1) Slow speeds 2) Might affect VOIP calls 3) Implement QoS (Quality of Service - prioritizes traffic) G. External Interface 1) If the onboard NIC card is not working, replace with an external USB NIC

Question: A help desk technician is installing a new computer for the user. Upon turning on the computer he hears three consecutive beeps. What can the technician do first to fix this? a) Replace the motherboard b) Replace the surge c) Change the CMOS battery d) Reset the RAM

**d) Reset the RAM** *When a computer is turned on it will run a POST test to check the CPU, RAM, and hard drive. If any of these fail the computer will beat multiple times. In this scenario multiple beeps could show a RAM issue.*

Question: The user is consistently getting an error that the printer is jammed. After removing the paper multiple times what should a technician do to fix this problem permanently? a) Reinstalling the print drivers b) Install a maintenance kit c) Replacing the drum d) Ordering a new printer

**b) Install a maintenance kit** *When a printer is jamming consistently is most likely to do with rollers that moves the paper through the printer. A maintenance kit will replace most rollers in a printer.*

Question: A thermal printer is printing receipts that are very dark and sometimes cannot be read. Which of the following should the technician check? a) Check to ensure the ribbon is set correctly b) Replace the ribbon c) Adjust the temperature of the printhead d) Replace the toner

**c) Adjust the temperature of the printhead** *Since this is a thermal printer there is no ribbon or toner. Ink is printed on the receipt by the heat on the printhead. In this case it would be better to lower the temperature of the printhead and see if that fixes the problem.*

Question: A user reports that a projector has video but no audio. Which of the following will MOST likely resolve the issue? a) Changing the input on the projector to VGA b) Changing the output on the PC to DVI c) Modifying the projector's ECO Setting d) Utilizing an HDMI connection

**d) Utilizing an HDMI connection** *HDMI is able to pass sound as well as audio. DVI or VGA cannot. ECO setting will not affect the sound.*

Question: A technician is installing a printer that can print on both sides of the paper. After installation, however, the technician can only print on one side of the paper manually. which of the following can fix this issue? a) Install a recent firmware upgrade b) Replace the printer c) Reinstall the print driver d) Configure duplex settings

**d) Configure duplex settings** *To print on both sides of a page, duplex setting must be configure. This is not a driver or firmware issue.*

Question: Question 6: A technician puts on a computer and its monitor and sees the following error message: "No input signal detected" Which of the following could fix this? a) Changing the BIOS settings b) Changing the connector setting on the monitor c) Check the power plug on the monitor d) Checking the power plug on the PC

**b) Changing the connector setting on the monitor** *It is important to ensure that a monitor is set to the correct type of display, such as HDMI or DVI when connected to a computer.*

Question: A laptop PC user is reporting problems with the hard drive. A check shows that all files are accessible and the filesystem is clean. The PC still issues a hard drive error message. Which of the following is the MOST likely cause of the error? a) S.M.A.R.T. failure b) DIMM failure c) SSD failure d) Processor failure

**a) S.M.A.R.T. failure** *The S.M.A.R.T feature is used to report on the functionality of hard drives. It can telephone hard drive will fail soon. If this feature is not functioning it may report false errors.*

Question: A technician has identified that a workstation has an issue that is causing an Internet outage on the station. Which of the following should the technician do next? a) Determine the next steps to resolve the issue and document it b) Establish a theory of probable cause c) Test the theory to determine the cause d) Establish a plan of action to resolve the problem and implement the solution

**d) Establish a plan of action to resolve the problem and implement the solution** *According to CompTIA troubleshooting steps, once an issue has been identified the next step would be to establish a theory of probable cause. Documenting the issue and the solution would be done at the end*

Question: A technician hears a distinct clicking sound after power is applied to the motherboard. Which of the following would MOST likely be the cause? a) RAID b) HDD c) SSD d) DNS

**b) HDD** *Hard drives (HDD) utilizes moving platters with a read/write head. If these drives fail or are failing they will generally produce a clicking sound.*

Question: A user is reporting that the output on each page printed from a laser printer has duplicate images. Which of the following should be performed to eliminate the ghost images? a) Replace the pickup roller b) Replace the printer's fuser unit c) Upgrade the printer firmware d) Clean the rollers

**b) Replace the printer's fuser unit** *Ghosting imaging happens either because of the imaging drum or fuser units. In this question the best answer here would be to change fuser.*