Advanced Troubleshooting

Advanced Troubleshooting

1. Step 1: Identify the Problem

   • Open-ended Questions
     • •What type of computer do you have?
     • Closed-ended Questions
       • •Has anyone done any repair work on the computer recently?

2. Step 2: Establish a Theory of Probable Cause .

   • Common causes of hardware problems
     • •Computer power problems

3. Step 3: Test the Theory to Determine Cause

   • Common steps to determine cause
     • •Restart the computer

4. Step 4: Establish a Plan of Action to Resolve the Problem and Implement the Solution

   • Step 5: Verify Full System Functionality and, If Applicable, Implement Preventive Measures
     • Step 6: Document Findings, Actions and Outcomes .
       • Document Findings
         • •Discuss the solution implemented with the customer
     • •Reboot the computer
   • If no solution is achieved in the previous step, further research is needed to implement the solution
     • •Helpdesk Repair Logs •Other Technicians •Manufacturer FAQs •Technical Websites •Newsgroups •Computer Manuals •Device Manuals •Online Forums •Internet Search