Revision 1.6

Question 1

Hardware trouble shooting

Answer 1

Standard troubleshooting process is as follows:
Start.
Identify problem.
* Define theory of possible cause - look for simplest solution.
Create plan of action.
Test theory.
Verify problem solved.
Document results - record steps, tools used, record details of new hardware used, time taken
and costs.
End.

Question 2

Identifying hardware faults

Answer 2

Faults arise for a number of reasons:

o Power surge.
о
Poor maintenance.
Accidents.
Malicious damage.
Log of problem required:
о
Machine.
o Owner/user.
Fault.
Date.
Symptoms.
Problem history.
Backup documentation - What has been backed up? When and where?

Question 3

Documentation

Answer 3

Log of problem required:
Machine.
Owner/user.
Fault.
Date.
Symptoms.
Problem history.
Backup documentation - What has been backed up? When and where?
Document results:
Steps taken.
Tools used.
Details of new hardware used.
Time taken.
Costs.

Question 4

Fault management - troubleshooting tools

Answer 4

The monitoring of error indications in a computer system in order to log the occurrences and send alerts to system administrators.

Question 5

Event viewer

Answer 5

Available on computer.
Records problem, date, seriousness, cause, ID number and who was logged in.

Question 6

Self-test programs

Answer 6

Power on Self-Test (POST).

o Function of the BIOS.
Checks memory, power supply, hardware, CPU, BIOS and heat/cooling. Beep codes.
o Visual codes.
Ping test.
Ipconfig.

Tests connectivity using Internet Control Message Protocol (ICMP). Echo request message - listens for response.

o Identifies IP address of hosts affected.
Nslookup.
o Aids diagnosis of issues with DNS (Dynamic Names System) addresses.

Looks up a domain’s IP address - if it can’t be determined then there is an issue.

Question 7

Diagnostic software

Answer 7

Available from third parties.
Paid or free.
Includes memory testers.