Chp.1 Six-Step A+ Troubleshooting

Step 1:Identify the Problem
1. Question the user
2. Identify any changes made to the computer
3. Review documentation
Step 2: Establish a Theory of Probable Cause
1. Question the obvious
2. theorize most likely cause of the problem
3. Start with most probable or obvious case
Step 3: Test the Theory to Determine Cause
1. Take theory from step 2 and test it
  1. Theory fails?
    1. Go back to step 2 to establish a new theory and continue until theory tests positive
  2. No theories?
    1. Escalate problem to supervisor
  3. Theory tests positive?
    1. Proceed to step 4
Step 4: Establish a Plan of Action to Resolve the Problem and Implement the Solution
1. When theory is tested and works, establish a plan of action
2. W.e the Plan of action, once established, immediately implement it
Step 5: Verify Full System Functionality and if Applicable Implement Preventative Measures
1. Verify that computer works properly
2. If applicable prevent problem from reoccurring
Step 6: Document Findings, Actions, and Outcomes
1. Document what happened
2. Finalize documentation including the issue, cause, solution, preventative measures, and any other steps taken

Resource summary

	Created by Armando Hernande8721 over 9 years ago