Computer Support/Objectives/Hardware and Network Troubleshooting

5.1 Given a scenario, apply the best practice methodology to resolve problems.

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Always consider corporate policies, procedures, and impacts before implementing changes:

1. Identify the problem

  • Gather information from the user, identify user changes, and, if applicable, perform backups before making changes
  • Inquire regarding environmental or infrastructure changes

2. Establish a theory of probable cause (question the obvious)

  • If necessary, conduct external or internal research based on symptoms

3. Test the theory to determine the cause

  • Once the theory is confirmed, determine the next steps to resolve the problem
  • If the theory is not confirmed, re-establish a new theory or escalate

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

  • Refer to the vendor’s instructions for guidance

5.Verify full system functionality and, if applicable, implement preventive measures
6.Document the findings, actions, and outcomes

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  • Common symptoms
    • Power-on self-test (POST) beeps
    • Proprietary crash screens (blue screen of death [BSOD]/pinwheel)
    • Black screen
    • No power
    • Sluggish performance
    • Overheating
    • Burning smell
    • Intermittent shutdown
    • Application crashes
    • Grinding noise
    • Capacitor swelling
    • Inaccurate system date/time

5.3 Given a scenario, troubleshoot and diagnose problems with storage drives and RAID arrays.

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  • Common symptoms
    • Light-emitting diode (LED) status indicators
    • Grinding noises
    • Clicking sounds
    • Bootable device not found
    • Data loss/corruption
    • RAID failure
    • Self-monitoring, Analysis, and Reporting Technology (S.M.A.R.T.) failure
    • Extended read/write times
    • Input/output operations per second (IOPS)
    • Missing drives in OS

5.4 Given a scenario, troubleshoot video, projector, and display issues.

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  • Common symptoms
    • Incorrect data source
    • Physical cabling issues
    • Burned-out bulb
    • Fuzzy image
    • Display burn-in
    • Dead pixels
    • Flashing screen
    • Incorrect color display
    • Audio issues
    • Dim image
    • Intermittent projector shutdown

5.5 Given a scenario, troubleshoot common issues with mobile devices.

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  • Common symptoms
    • Poor battery health
    • Swollen battery
    • Broken screen
    • Improper charging
    • Poor/no connectivity
    • Liquid damage
    • Overheating
    • Digitizer issues
    • Physically damaged ports
    • Malware
    • Cursor drift/touch calibration

5.6 Given a scenario, troubleshoot and resolve printer issues.

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  • Common symptoms
    • Lines down the printed pages
    • Garbled print
    • Toner not fusing to paper
    • Paper jams
    • Faded print
    • Incorrect paper size
    • Paper not feeding
    • Multipage misfeed
    • Multiple prints pending in queue
    • Speckling on printed pages
    • Double/echo images on the print
    • Incorrect color settings
    • Grinding noise
    • Finishing issues
      • Staple jams
      • Hole punch
    • Incorrect page orientation

5.7 Given a scenario, troubleshoot problems with wired and wireless networks.

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  • Common symptoms
    • Intermittent wireless connectivity
    • Slow network speeds
    • Limited connectivity
    • Jitter
    • Poor Voice over Internet Protocol (VoIP) quality
    • Port flapping
    • High latency
    • External interference