Computer Support/Procedures/Troubleshooting Theory

This lesson covers troubleshooting theory.

Objectives and Skills
Objectives and skills for the troubleshooting theory portion of A+ certification include:
 * Given a scenario, explain the troubleshooting theory.
 * Always consider corporate policies, procedures and impacts before implementing changes.
 * Identify the problem
 * Question the user and identify user changes to computer and perform backups before making changes
 * Establish a theory of probable cause (question the obvious)
 * If necessary, conduct external or internal research based on symptoms
 * Test the theory to determine cause
 * Once theory is confirmed determine next steps to resolve problem
 * If theory is not confirmed re-establish new theory or escalate
 * Establish a plan of action to resolve the problem and implement the solution
 * Verify full system functionality and if applicable implement preventive measures
 * Document findings, actions and outcomes

Readings

 * 1)  Troubleshooting

Multimedia

 * 1) YouTube: How to Troubleshoot - CompTIA A+ 220-902 - 5.5