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ptg8287197The Six-Step A+ TroubleshootingProcessIt is necessary to approachcomputer problems from a logical standpoint, andto best do this, we use troubleshooting theory. Several different troubleshoot-ing methodologies are out there; this book focuses on the CompTIA A+ six-step troubleshooting process.This six-step process included within the 2012 A+ objectives is designed toincrease the PC technician’s problem-solving ability. CompTIA expects thetechnician to take an organized, methodical route to a solution by memorizingand implementing these steps. Incorporate this six-step process into your lineof thinking as you read through this book and whenever you troubleshoot aPC, mobile device, or networking issue.Step 1:Identify the problem.Step 2:Establish a theory of probable cause. (Question the obvious.)Step 3:Test the theory to determine cause.Step 4:Establish a plan of action to resolve the problem and implement thesolution.Step 5:Verify full system functionality and if applicable implement preventa-tive measures.Step 6:Document findings, actions, and outcomes.Let’s talk about each of these sixsteps in a little more depth.Step 1: Identify the ProblemIn this first step you already know that there is a problem; now you have toidentify exactly what it is. Thismeans gathering information. You do this in afew ways:.Question the user.Ask the person who reported the problem detailedquestions about the issue. You want to find out about symptoms, unusualbehavior, or anything that the user might have done of late that couldhave inadvertently or directly caused the problem. Of course, do thiswithout accusing the user. If the user cannot properly explain a comput-er’s problem, ask simple questions to further identify the issue.
ptg8287197.Identify any changes made to the computer.Look at the computer.See if any new hardware has been installed or plugged in. Look aroundfor anything that might seem out of place. Listen to the computer—even smell it! For example, a hard drive might make a peculiar noise, ora power supply might smell like something is burning. Use all your sens-es to help identify what the problem is. Define if any new software hasbeen installed or if any system settings have been changed. In some casesyou might need to inspect the environment around the computer.Perhaps something has changed outside the computer that is related tothe problem. .Review documentation.Your company might have electronic or writ-ten documentation that logs past problems and solutions. Perhaps theissue at hand has happened before, or other related issues can aid you inyour pursuit to find out what is wrong. Maybe another technician listedin the documentation can be of assistance if he or she has seen the prob-lem before. Perhaps the user has documentation about a specific processor has a manual concerning the computer, individual component, soft-ware, or other device that has failed.Keep in mind that you’re not taking any direct action at this point. Instead,you are gleaning as much information as youcan to help in your analysis. Inthis stage it is also important to back up any critical data before making anychanges.Perform backups before making changes!ExamAlertStep 2: Establish a Theory of ProbableCause (Question the Obvious)In step 2 you theorize as to what the most likely cause of the problem is. Startwith the most probable or obvious cause. For example, if a computer won’tturn on, your theory of probable cause would be that the computer is notplugged in! This step differs from other troubleshooting processes in that youare not making a list of causes but instead are choosing one probable cause asa starting point. In this step you also need to define whether it is a hardware-or software-related issue.