Chp.1 Six-Step A+ Troubleshooting

Chp.1 Six-Step A+ Troubleshooting

1. Step 1:Identify the Problem

   • Question the user
   • Identify any changes made to the computer
   • Review documentation

2. Step 2: Establish a Theory of Probable Cause

   • Question the obvious
   • theorize most likely cause of the problem
   • Start with most probable or obvious case

3. Step 3: Test the Theory to Determine Cause

   • Take theory from step 2 and test it
     • Theory fails?
       • Go back to step 2 to establish a new theory and continue until theory tests positive
     • No theories?
       • Escalate problem to supervisor
     • Theory tests positive?
       • Proceed to step 4

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

   • When theory is tested and works, establish a plan of action
   • W.e the Plan of action, once established, immediately implement it

5. Step 5: Verify Full System Functionality and if Applicable Implement Preventative Measures

   • Verify that computer works properly
   • If applicable prevent problem from reoccurring

6. Step 6: Document Findings, Actions, and Outcomes

   • Document what happened
   • Finalize documentation including the issue, cause, solution, preventative measures, and any other steps taken

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