Week Twelve

The troubleshooting theory is a set of mental steps that you can use to diagnose and fix a computer. The troubleshooting theory includes talking to the users to determine how/when the problem took place, determining a cause, testing, verification, and documentation.

The following are the steps of the troubleshooting theory:

·         Identify the problem

o   Question the user and identify user changes to computer. Perform backups before making any changes.

·         Establish a theory of probable cause (question the obvious)

o   Localize the issue based on the symptoms

o   Look for clues outside of the computer case before opening it

·         Test the theory to determine the cause

o   Once theory is confirmed, determine the steps required to resolve the problem

o   If the theory is not confirmed, re-establish new theory or escalate if necessary.

·         Establish a plan of action to resolve the problem and implement the solution

·         Verify full functionality and if applicable implement preventative measures

o   Ensure the user is happy

·         Document all findings, actions, and outcomes

Source:

Meyers, M. (2012). All-in-one CompTIA A certification exam guide: (exams 220-801 & 220-802). New York: McGraw-Hill.