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1

Troubleshooting

A process of problem solving. Problems have causes, symptoms and consequences.

2

Troubleshooting Model (1st Step)

Identify the problem

3

Troubleshooting Model (2nd Step)

Research knowledge

4

Troubleshooting Model (3rd Step)

Establish a theory of probable cause

5

Troubleshooting Model (4th Step)

Test the theory to determine probable cause

6

Troubleshooting Model (5th Step)

Establish a plan of action

7

Troubleshooting Model (6th Step)

Implement the solution

8

Troubleshooting Model (7th Step)

Verify full system functionality and introduce preventive measures

9

Troubleshooting Model (8th Step)

Documentation

10

True or False: Aiming to be efficient is better than following a set of procedures

False. (A methodical process is the ideal, but because of time-critical process, efficiency is needed. In the real world, there need to be a balance between the two.)

11

What is normally implied if the reference system failed to duplicate the problem?

It normally implies that there is something wrong with the user's local environment.

12

"Determine if anything has changed". Which troubleshooting step does this sub-step falls under?

First step. (Changes may be totally unrelated, like a change to the desk position)

13

What is the theory of probable cause?

A process of thinking about possible cause and then eliminating those possible cause through testing to arrive at the root cause

14

What does POST stands for in PC?

Power-On-Self-Test

15

What is POST?

A program stored in the firmware that ensures all component in the computer is present.

16

True or False: The act of resolving a problem can occur at any stage of the troubleshooting process, as long as the problem is solved

False. (Changing something to the system without confirming the cause might worsen the situation)