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35 Cards in this Set
- Front
- Back
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6-step process for troubleshooting
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1. Identify the problem
2. Establish theory of probable cause 3. Test theory 4. Identify plan of action 5. Verify full system functionality (implement preventative measures) 6. Document findings, actions and outcome |
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Problem identification
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Talk to the user
Review changes to the computer (new hardware or software, system settings, etc.) Review documentation (incident log, workarounds, problem database, manuals, etc.) |
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Theory of Probable Cause: Start with the horse if you hear hoofbeats
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Start with the most obvious potential causes: IS IT PLUGGED IN?
Hardware vs. Software |
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Test the theory of probable cause
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Plug it in. Does it work? :) No? Go establish a new theory of probable cause
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Establish a Plan and Implement the Solution
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Identify repairs, identify issues stemming from initial issue, plan for repairs/remedy
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Verify Full System Functionality/Implement Preventative Measures
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Does EVERYTHING work? (Open applications, connect to intranet, internet, restart, etc.)
What can you or should you do to keep it working? Do it. |
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Document Findings, Actions and Outcomes
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Sometimes a fix is not a fix... If you make a change to anything, you need to document it, in case it needs to be backed out, or to give the next guy less re-work. Also necessary for documenting time spent on an incident, and protecting all parties involved. (If the user claims that it was all working just fine until you took his whole PC apart with your magnetic screwdriver...And all you did was reinstall a driver.)
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What is the Second Step of the A+ troubleshooting methodology?
A. Identify the problem B. Ensure your gun is loaded C. Establish a theory of probable cause D. Test the theory D. Document |
C. Establish a theory of probable cause
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When you run out of possible theories for the cause of a problem, what do you do?
A. Escalate the problem B. Blame the last incompetent technician. If that last incompetent technician was you, blame aliens. C. Establish a plan of action D. Document your actions so far E. Question the user |
A. Escalate the problem.
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What should you do prior to making any changes to a computer?'
A. Identify the problem B. Establish a plan of action C. Perform a backup D. Light a candle and say a prayer to St. Steve of Macintosh E. Escalate the problem E. |
C. Perform a backup.
This is always a good answer. |
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Which of these is part of Step 5 of the A+ troubleshooting methodology?
A. Identify the problem B. Document findings C. Pray it works D. Establish new theory E. Implement preventive measures |
E. Establish preventive measures. (Really, you don't want this guy changing the primary key in the database, AGAIN...)
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What should you do next after testing the theory to determine cause?
A. Establish a plan of action to resolve the problem B. Verify full system functionality C. Format the hard drive D. Implement the solution E. Document findings, actions and outcomes |
A. Establish a plan of action
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What the hell is a FRU?
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Field replaceable unit. Any piece of hardware which is basically swappable for any other of like make and model (power supply, hard drive, RAM...)
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Tools: Antistatic strap
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Protects from ESD. Computers don't like static discharges any more than your cat does. At least the PC won't try to claw your face off. There are no guarantees with regard to the user.
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Tools: Demagnetized Phillips head screwdriver
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Note: Demagnetized. Not having a screwdriver means you have to go all MacGyver on it with dimes, paperclips, and staples.
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Tools: Multimeter
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Use for testing wires in PCs and AC outlets
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Tools: Power Supply Tester
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Use to test PC's power supply. May also be called a PSU tester.
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Tools: Torx Screwdrivers
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Some PCs use Torx screws, typically T10 and T8.
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Tools: Hex Screwdrivers
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Some cases and other components use hex screws if they don't use Phillips
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Tools: Plastic tweezers
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Plastic takes sharp metal edges much better than your fingers when you inevitably drop a screw into a crevice. Also good for removing jumper shunts.
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Tools: Compressed air
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Cleans dust out of PC case, and cheeto dust out of keyboards. Also provides hours of entertainment when you place freezing cold can on co-worker's bare skin.
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Tools: Penlight
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Duh.
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Tools: Magnifying Glass
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Is that an a or a 9?
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4 common causes of a powered-up-but-blank monitor
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1. Video card
2. RAM 3. Processor 4. Motherboard |
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There's a problem with the power supply to a group of computers, and you don't know how to fix the problem. What shoudl you do first?
A. Establish a theory of why you can't figure out the problem B. Contact the building supervisor or your manager C. Test the theory to determine a cause D. Document findings, actions and outcome. |
C. Contact the building supervisor or your manager.
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You've confirmed the theory that a video card is bad, and needs to be replaced. What do you do next?
A. Escalate the problem B. Document your actions so far C. Establish a plan of action D. Sprain your elbow patting yourself on the back E. Question the user |
C. Establish a plan of action
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The PC won't power up when you press the power button. What should you check first?
A. Whether there's an O/S B. Documentation C. Whether the monitor is plugged in D. Whether the computer is plugged in |
D. Whether the computer is plugged in.
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Motherboards: Components and Form Factors
What's a motherboard? |
Funny you should ask... It's the foundation of the computer. Everything connects to the motherboard, and all data is transferred through Mama's matrix of circuitry.
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Motherboards: Components and Form Factors
Chipset |
The chipset is Mama's essence--all the controllers on the motherboard are here.
The chipset connects to just about everything directly--basically it's the central meeting point for most devices, including a high-speed point-to-point interconnection to the processor, the Direct Media Interface link (or DMI bus) |
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Motherboards: Components and Form Factors
What's a bus? |
A bus can be one wire (serial) or a group of wires working in unison (parallel) that carries data from one place to another.
A parallel bus is typically designed with multiples of 8 wires that can send 1 byte of data (8 bits) at a time in one direction. |
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Motherboards: Components and Form Factors:
What are lanes? |
A lane is two serial wires that enable simultaneous data sending and receipt.
Do not confuse a lane with a parallel bus. |
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Motherboards: Components and Form Factors:
What does the DMI do |
Carries all the traffic from the various controllers (Ethernet, audio, IEEE 1394, PCI controller, USB, etc.) to the processor.
Fun Fact: The original DMI provided a data transfer rate of 10 Gb/s in each direction! DMI 2.0 can handle 20 Gb/s in each direction (appx 2.5 gibabytes per second) |
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Motherboards: Components and Form Factors:
What two chips historically constituted the chipset? |
The northbridge and the southbridge.
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Motherboards: Components and Form Factors:
What does the northbridge do? |
Controls the connection to high data transfer devices (e.g. PCI Express video cards, RAM)
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Motherboards: Components and Form Factors:
What does the southbridge do? |
Controls the connection to all secondary controllers (e.g. USB, SATA, FireWire, etc.)
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