DM_deck_4698511 Flashcards Preview

Night 801 > DM_deck_4698511 > Flashcards

Flashcards in DM_deck_4698511 Deck (25):
1

When troubleshooting, you should assess every problem ________, and try to ______ the root cause. p 931

Systematically and Isolate

2

T/F The major key to troubleshooting is to start eliminating and, or verifying , the obvious. p 931

True.

3

The second most important troubleshooting methods it to establish_______. p 932

Priorities

4

T/F Sometime problems are straight forward, but other times they are just a symptom of a bigger issue. p 932

True

5

Problems in a computer systems generally occur in one (more) of four areas, what are these general areas. p 932

Collecting of hardware pieces, Operating Systems, Application/Software level and , Computer user error or resolution.

6

When talking to a customer it is important to instill_______with the customer.p 932

Trust.

7

T/F When talking to a customer when troubleshooting their PC they may tell lies. because they might know whats important to tell.p 932

False statement.

8

What is a phrase to use when needing help to clarify things from your customer.p 933

Show me what is not working looks like?

9

This question allows the user to show you exactly where and when they experience the problem. p 933

Can you show me the problem?

10

This question establishes whether the problem is a one time occurrence that can be solved with a reboot or specific sequence of events causes the problem to happen. p 933

How often does this happen?

11

T/F Any new hardware or software change can cause compatibility problems with existing devices or applications. p 933

True.

12

Yes or No.Moving a computer can cause things to become loose.and then fail to work. p 933

Yes

13

If a new component was installed and now the computer is giving the customer problems what should you do? p 933

See if the new hardware was successfully installed.

14

The key to troubleshooting is to find as many things as possible ______ to the problem. p 934

Related.

15

After gathering information the next step is to do what? p 935

Determine if the problem is hardware or software related

16

This step relies on personal experiences more than any other steps do. p 935

Determining if the problem is hardware or software related

17

T/F Hardware problems are usually the hardest to figure out. p 935

False.

18

Once you have determined what the problem is, you need to develop a ______ as to why the problem is happening. p 936

Theory

19

T/F Theories do not help solve any problems in a PC p 936

False

20

Yes or No . It is useful to take a mental inventory to see what is possible and what is not. p 936

Yes

21

T/F Memory problems can be solved by switching the Random access memory. No page

True

22

Using external sources can figure out what not working with your PC what are some examples or an external source. p 937

External DVD, External HDD reader, external monitor, External USB hub, external attachments such as adapter converters, third party software and so on.

23

When testing solutions you should what first? p 937

Check the simple stuff.

24

Some examples of simple solutions to check when diagnosing a PC. p 937

Video output, power to unit , reset the wireless adapter just to name a few.

25

T/F You should ask positive and degrading questions to try and to subliminally interrogate the customer to make them tell you everything they know about the possible problem that they caused because humans make errors more than computers. p 937

False . You should ask neutral and nonthreatening questions make it sound as if the computer is at fault, not the user.