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CompTIA Troubleshooting Process
4
Always check the cables
Isolate the problem
Step 3 - Test The Theory
Take notes about error messages
Remember the steps you've taken,
or write them down
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If things pan out, and your test resolves the problem, proceed to step 4. If not, go back to step 2 and come up with a new theory.
Install an update
Step 4 - Act
Establish a plan of action to resolve the problem and implement the solution. If this issue applies to multiple workstations, how will you deploy your solution?
Sometimes a plan of action is as simple as "run updates" or "reboot affected computers"
Replace defective hardware
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What might cause these issues?
Wait.
Sometimes you may have to wait for a software patch
Escalate the issue. Sometimes, the answer involves getting additional parties involved
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Now get out there and troubleshoot
Step 5 - Test and Prevent
Step 2 - Establish a Theory of Probable Cause
Verify full system functionality and, if applicable, implement preventative measures.
Will updating the firewall settings prevent a workstation from being infected?
Did the issue resolve itself but you noticed the hard drive "tick of death"?
Maybe it is as simple as running updates while investigating other issues. Since you're already working on a problem- save yourself some work later
Based on experience, what is likely to cause the issue reported.
If you do not have experience with this issue, you may need to research common causes
CompTIA
Troubleshooting
Proecess
The 6-Step Process
Step 6 - Report
Document findings, actions, and outcomes.
Please do not skip this step.
Trust me.
You will regret it when you have to solve the same 2-day problem twice.
Step 1 - Identify The Problem
Ask open-ended questions.
Examples:
- What was being used the last time the computer was working?
- What changes were made recently?
Do not be accusatory...
- What did you do?
- How did you break it?
Question the user and identify user changes to computer and perform backups before making changes.
The goal is to extract the information needed to resolve the problem