Overview
This lecture explains the CompTIA Tech Plus six-step troubleshooting methodology, detailing each step for identifying and resolving technical issues in computing.
The Six-Step Troubleshooting Methodology
- The methodology is a systematic process to identify and resolve hardware, software, or network problems.
- Step 1: Identify the problem by gathering information, questioning users, and observing symptoms.
- Step 2: Establish a theory of probable cause based on observations and start with the simplest explanations first.
- Step 3: Test the theory to determine the cause by replacing components or trying fixes to confirm or reject your hypothesis.
- Step 4: Establish a plan of action to resolve the problem and implement the solution, ensuring you back up critical data and communicate with users.
- Step 5: Verify full system functionality by thoroughly testing the solution and implement preventative measures to avoid recurrence.
- Step 6: Document findings, actions, and outcomes by detailing the problem, tested theories, solutions, verification steps, and lessons learned.
Check on Learning (Sample Questions)
- The first step in the troubleshooting methodology is to identify the problem.
- After identifying the problem, the next step is to establish a theory of probable cause.
- After implementing a solution, always verify full system functionality and implement preventative measures before documenting.
Key Terms & Definitions
- Troubleshooting Methodology — a step-by-step process used to identify and resolve technical problems.
- Probable Cause — the most likely reason for a problem based on gathered evidence.
- Preventative Measures — steps taken to stop an issue from happening again.
- Documentation — a written record detailing the troubleshooting process and outcomes.
Action Items / Next Steps
- Memorize the six troubleshooting steps and their order.
- Practice applying the steps to sample problems.
- Prepare for exam questions that require identifying correct troubleshooting steps.