Computer Support/Procedures/Troubleshooting Theory

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This lesson covers troubleshooting theory.

Objectives and Skills[edit | edit source]

Objectives and skills for the troubleshooting theory portion of A+ certification include:[1]

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[edit | edit source]

  1. Wikipedia: Troubleshooting

Multimedia[edit | edit source]

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

Activities[edit | edit source]

References[edit | edit source]