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Flashcards in DM_deck_4698511 Deck (25)
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1
Q

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

A

Systematically and Isolate

2
Q

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

A

True.

3
Q

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

A

Priorities

4
Q

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

A

True

5
Q

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

A

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

6
Q

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

A

Trust.

7
Q

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

A

False statement.

8
Q

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

A

Show me what is not working looks like?

9
Q

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

A

Can you show me the problem?

10
Q

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

A

How often does this happen?

11
Q

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

A

True.

12
Q

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

A

Yes

13
Q

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

A

See if the new hardware was successfully installed.

14
Q

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

A

Related.

15
Q

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

A

Determine if the problem is hardware or software related

16
Q

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

A

Determining if the problem is hardware or software related

17
Q

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

A

False.

18
Q

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

A

Theory

19
Q

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

A

False

20
Q

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

A

Yes

21
Q

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

A

True

22
Q

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

A

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

23
Q

When testing solutions you should what first? p 937

A

Check the simple stuff.

24
Q

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

A

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

25
Q

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

A

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