Troubleshooting Flashcards
Summarise the investigation documentation
Documentation includes a detailed description of the problem, steps taken to reproduce the issue, initial observations, and logs of system behavior.
Summarise the solution documentation
Documentation should outline the proposed fix or changes made, rationale behind the chosen solution, and any configurations or settings adjusted.
Summarise the testing documentation
Testing documentation would record test plans, test cases, steps taken during testing, the outcomes of each test, and any additional issues encountered.
Suggest 6 reasons why a computer may take too long to perform routine tasks.
High CPU usage: Close unnecessary applications or processes consuming high CPU.
Insufficient RAM: Upgrade the RAM.
Fragmented hard drive: Defragment the hard drive.
Outdated drivers: Update all device drivers.
Malware: Run a
comprehensive antivirus scan and remove any threats.
Too many startup programs: Disable unnecessary startup programs.
Whats the difference between linear approach and half split approach to problem solving.
The linear approach involves addressing potential causes one after another from the most likely to the least likely, while the half-split technique involves dividing the problem into manageable parts to isolate the issue more quickly.
Linear is thorough but time-consuming, suitable for less complex issues. Half-split is efficient for complex systems with multiple interacting components.
What is the difference between bottom up and top down approach to problem solving
Bottom-up troubleshooting starts with the most fundamental elements (hardware, software installations) and works upwards to software configurations and user errors.
Top-down starts from the highest level of application or system functionality and moves downwards.
When do you conduct the review and evaluation stage
This stage is conducted after the solution is implemented to ensure that the problem is completely resolved and to evaluate the effectiveness of the troubleshooting process, making adjustments for future issues.
Give 3 reasons for the review and evaluation stage
To confirm the problem is resolved, to understand the effectiveness of the solution, and to gather insights for improving future troubleshooting processes.
What is the first question you should ask a user who reports that their computer is behaving abnormally
“Can you describe what you were doing when the problem occurred?”
Someone reports that they are unable to produce a printout from their computer. Suggest 5 reasons for this
Printer not connected, no paper or ink, incorrect printer selected, driver issues, print job stuck in the queue.
You have to design a form for recording a computer fault that has been reported by a computer user in your organization. List 10 details this form should record.
User’s name,
contact information,
date and time of the report,
detailed description of the fault,
severity of the issue,
any error messages displayed,
steps user took before the issue,
whether the issue is recurring,
system and software being used,
priority level of the issue.
What is the OSI model?
The OSI (Open System Interconnected) Model is a conceptual framework used to understand and standarise the functions of a telecommunication or computing system, which aids in troubleshooting by dividing these functions into seven abstract layers.
What is the Application Layer?
The Application Layer is the top layer where users interact directly with applications like browsers and email clients. Issues here might include misconfigurations or software corruption.
What is the Presentation Layer?
The Presentation Layer, or Operating System Layer, connects hardware and software resources and provides services needed for computer programs. It acts as the platform for data translation and encryption.
What is a session Layer
The Session Layer manages the communication sessions between computers, such as setting up, managing, and terminating sessions. Common problems can include misconfigurations of web server settings like PHP or Apache.
