Computer Support/Procedures/Troubleshooting Theory

This lesson covers troubleshooting theory.

Objectives and Skills

Objectives and skills for the troubleshooting theory portion of A+ certification include:

Given a scenario, explain the troubleshooting theory.

• Always consider corporate policies, procedures and impacts before implementing changes.

1. Identify the problem
   • Question the user and identify user changes to computer and perform backups before making 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 cause
   • Once theory is confirmed determine next steps to resolve problem
   • If theory is not confirmed re-establish new theory or escalate
4. Establish a plan of action to resolve the problem and implement the solution
5. Verify full system functionality and if applicable implement preventive measures
6. Document findings, actions and outcomes

Readings

1. Wikipedia: Troubleshooting

Multimedia

1. YouTube: How to Troubleshoot - CompTIA A+ 220-902 - 5.5