Troubleshooting Process Facts
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What would you do if a client cannot access several network files and you determine the problem is with the network service.
Determine if escalation is needed.
What step did you miss? You identify what has changed, determine that you needed to upgrade the hard disk, you identified the components that required and decide to schedule the repair for later that afternoon.
Perform a backup
A user can't send print jobs to a specific printer. You are able to reproduce the problem at the workstation. What do you do next?
Determine if anything has changed
After you identify the cause and resolve the issue. What should you do next?
Document the solution
What would you do next if a user is unable to access data on an external hard drive. You investigate the problem and determine that the USB cable connection to the hard drive is damaged. You replaced the cable.
Verify full system functionality
What should you do first if you get a call saying nothing is working.
Identify the problem
You receive a call about not being able to print to the workgroup laser printer. What is your first question?
Have you ever printed to the that printer?
What is the next step? You troubleshoot the issue and find out it is a bad video card in the system. You replace the card and connect the monitor cable to the card.
Test the solution
You installed a new USB card reader in your Windows XP computer. Every time you perform a certain action using the card reader, you get an error message that you've never seen before. What should you do first.
Check the manufacturer's Web site for information about the error.
Client is not able to turn on the computer. After investigation, you find that the power supply is malfunctioning. What should you do next?
Create an action plan
Good documentation will:
Saves you time and money in troubleshooting problems.
You have a call about printer not printing correctly. Random characters keep printing instead of the documents being sent. You discover the printer driver was loaded on the user's workstation. You correct it and verify it is working correctly, and document the resolution. What else should you do?
Educate client on how the problem was fixed and verify they are satisfied with the solution.
What would you like to do?
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