Computer Support/Objectives/Hardware and Network Troubleshooting

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

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

5.2 Given a scenario, troubleshoot problems related to motherboards, RAM, CPU, and power.

• 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.

• 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.

• 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.

• 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.

• 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.

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