Chapter 12

Chapter 12

1. Troubleshooting Steps

   • Identify the problem
     • Ask Open and Close end questions.
       • Open ends - What problems are you facing?
         • What software have you been using?
           • What operating system have you installed on the computer?
       • Close end Question - Have you changed your password recently?
         • Is your computer on warenty?
           • Did anyone else have this problem?
   • test your theories to determine the cause of the problem
     • Reboot the Pc
       • Plug the cable properly.
         • Run Virus scan
     • Run system restore
   • establish a plan of action to resolve the problem and implement the solution
     • Other techinicians
       • Manfufacture website
         • Techinical sites
   • verify full functionality and, if applicable, implement preventive measures
     • Reboot the system
       • Ensure everything is working properly
         • Make sure the internet can be accessed .
   • document your findings, actions, and outcomes
     • Discuss the solution implement with the customer.
       • Have the customer verify the problem has been solved.
         • Document the time spent to solve the problem.
   • Establish a theory of probable cause
     • Cables might me loose.
       • Computer not plugged in.
         • The server is not enabled.