Troubleshooting Tips and Techniques
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In a large computing environment, why is there a formal change control process in place?

  • To speed up the change implementation process
  • To bypass the need for documentation
  • To ensure everyone knows what changes are being made (correct)
  • To allow individuals to make changes without restrictions

    • What is one of the benefits of having a formal change control process in place?

  • It provides options for rolling back changes if needed (correct)
  • It encourages making changes without any guidelines
  • It delays the implementation of any changes
  • It limits the ability to test changes beforehand

    • What might be considered as part of a common change control environment?

  • Avoiding documenting any processes
  • Not planning for the change at all
  • Estimating risks associated with the change (correct)
  • Skipping simulations and tests

    • Why is it important to document everything associated with the change control process?

    <p>To ensure all steps and information are recorded</p> Signup and view all the answers

    What is the first step in the troubleshooting process described in the text?

    <p>Gather information about the problem</p> Signup and view all the answers

    What is done once a theory fixing the problem is identified?

    <p>Create a plan of action for implementation</p> Signup and view all the answers

    What is the purpose of documenting everything done in the troubleshooting process?

    <p>To know the exact path for next time</p> Signup and view all the answers

    What is the first step recommended in the text when troubleshooting a problem?

    <p>Checking the top of the list for guidance</p> Signup and view all the answers

    If checking the power cord does not solve the problem, what is the next step according to the text?

    <p>Checking the network connection</p> Signup and view all the answers

    What role does documentation play in problem-solving based on the text?

    <p>It helps in identifying root causes quickly</p> Signup and view all the answers

    When should you bring in a third party or an expert?

    <p>If all troubleshooting steps fail to identify the root cause</p> Signup and view all the answers

    What is emphasized in developing a plan for implementing a fix in production?

    <p>Ensuring there is a rollback option</p> Signup and view all the answers

    What is the purpose of having multiple plans for implementation according to the text?

    <p>To provide flexibility in case of unexpected issues</p> Signup and view all the answers

    When should additional resources be brought in during implementation according to the text?

    <p>If multiple functions need to be performed simultaneously</p> Signup and view all the answers

    What happens after implementing a fix to determine if the problem is resolved?

    <p>Tests are performed to verify the fix</p> Signup and view all the answers

    How does documentation assist in future issue resolutions?

    <p>'Must-have' for confirming past changes and solutions</p> Signup and view all the answers

    'Rollback' mentioned in the text refers to:

    <p>'Reverting' changes back to an earlier configuration</p> Signup and view all the answers

    'Change control board' mentioned in the text is responsible for:

    <p>'Approving' and scheduling changes within a specific window of time</p> Signup and view all the answers

    'Help desk software or knowledge-based software' mentioned in the text is used for:

    <p>'Accessing' data and documenting solutions</p> Signup and view all the answers

    What is the first step in the troubleshooting process described in the text?

    <p>Collecting information about the problem</p> Signup and view all the answers

    Why is it sometimes preferred to reach out to the user over the telephone instead of through email?

    <p>The user can provide more detailed information verbally</p> Signup and view all the answers

    What is the purpose of taking backups before continuing with the troubleshooting process?

    <p>To protect against potential problems caused by changes</p> Signup and view all the answers

    Why is it essential to review documentation from the change control board?

    <p>To understand changes that may have affected the environment</p> Signup and view all the answers

    What principle does Occam's razor suggest when trying to identify the root cause of an issue?

    <p>Select the simplest explanation</p> Signup and view all the answers

    Why might making a list of possible root causes be helpful during troubleshooting?

    <p>It helps prioritize testing of different theories</p> Signup and view all the answers

    How does looking at log files help during troubleshooting?

    <p>It reveals more details about problems occurring</p> Signup and view all the answers

    What might be the impact of a single change to a router or firewall on an application's performance?

    <p>It could dramatically affect how the application performs</p> Signup and view all the answers

    Why do technicians often ask basic questions like whether a system is plugged in or if a cable is properly connected?

    <p>To quickly resolve common and simple problems</p> Signup and view all the answers

    What role do patches play in troubleshooting complex applications?

    <p>They often introduce new symptoms that need to be addressed</p> Signup and view all the answers

    What is a key benefit of breaking down troubleshooting into smaller pieces and addressing each symptom individually?

    <p>It reduces confusion and leads to more effective issue resolution</p> Signup and view all the answers

    Why is it important for technicians to theorize on the root cause of an issue?

    <p>To guide their troubleshooting efforts towards a solution</p> Signup and view all the answers

    What is the purpose of the power-on self-test (POST) when you turn on your PC?

    <p>To check for the availability of main components like CPU, video, keyboard, and memory</p> Signup and view all the answers

    Why does the POST produce both beeping sounds and display messages on the screen?

    <p>To indicate different types of problems detected during the test</p> Signup and view all the answers

    Why is it unnecessary to memorize different beep codes for troubleshooting PC issues?

    <p>Different manufacturers use different beep codes</p> Signup and view all the answers

    What is recommended instead of memorizing beep codes for troubleshooting PC issues?

    <p>Refer to the motherboard documentation for specific beep codes</p> Signup and view all the answers

    What could be a possible cause of a blank screen with no display on startup?

    <p>Incorrect BIOS configuration</p> Signup and view all the answers

    Why might the date and time be incorrect or reset during system boot?

    <p>Battery depletion on the motherboard</p> Signup and view all the answers

    What should you check if your system tries to boot from an unintended drive?

    <p>BIOS boot order settings</p> Signup and view all the answers

    What does a 'blue screen of death' indicate in Windows systems?

    <p>Fatal errors occurred</p> Signup and view all the answers

    How can the date and time be maintained by the BIOS when the system is unplugged?

    <p>Battery on the motherboard</p> Signup and view all the answers

    What action can help resolve issues where a USB drive is attempting to boot before the primary storage drive?

    <p>Remove USB drive during boot</p> Signup and view all the answers

    Where can you find detailed information about a Windows stop error if the blue screen disappears quickly?

    <p>Microsoft Event Viewer</p> Signup and view all the answers

    'Change control boards' are responsible for overseeing what process?

    <p>'Change management'</p> Signup and view all the answers

    What should be done if a computer displays a blue screen of death according to the text?

    <p>Restart the computer.</p> Signup and view all the answers

    What might be a consequence of leaving a USB drive plugged in during computer startup?

    <p>System boots from USB drive.</p> Signup and view all the answers

    What is the purpose of running a System Restore or rolling back to a previous driver version?

    <p>To fix driver issues</p> Signup and view all the answers

    Why might it be useful to remove and reseat a new adapter card or hardware component?

    <p>To ensure proper contact with the motherboard</p> Signup and view all the answers

    What does the spinning beach ball cursor indicate in Mac OS?

    <p>An application bug</p> Signup and view all the answers

    Why should you check the cabling when troubleshooting a black monitor screen?

    <p>To ensure all cables are connected properly</p> Signup and view all the answers

    What is the main reason for the screen to stay black on a desktop computer?

    <p>Loose cables</p> Signup and view all the answers

    Why might the spinning ball cursor never stop spinning in Mac OS?

    <p>Application crash</p> Signup and view all the answers

    What does the dim screen on a monitor often indicate?

    <p>Monitor faulty settings</p> Signup and view all the answers

    When troubleshooting a black screen, why is checking the power cable important?

    <p>To ensure the monitor receives power</p> Signup and view all the answers

    What should you check if you see a very dim screen on your monitor?

    <p>Brightness and contrast control settings</p> Signup and view all the answers

    What is the spinning beach ball cursor referred to as in Mac OS 10?

    <p>Spinning ball of death</p> Signup and view all the answers

    Why might the cursor turn into a spinning beach ball in Mac OS?

    <p>Memory leak in applications</p> Signup and view all the answers

    If you push the power button on your computer and nothing happens, what should you check first?

    <p>The outlet for power</p> Signup and view all the answers

    What can starting Windows in VGA mode help you determine?

    <p>The monitor's functionality</p> Signup and view all the answers

    Why might the fans spin inside the computer even if the motherboard is inoperable?

    <p>It could be a power supply problem</p> Signup and view all the answers

    What can cause a computer to be slow and sluggish even after booting up?

    <p>An application using excessive resources</p> Signup and view all the answers

    Which utility can you use to monitor CPU utilization for processes running on your system?

    <p>Task Manager</p> Signup and view all the answers

    Why might a laptop automatically throttle down the CPU when running on battery power?

    <p>To extend battery life</p> Signup and view all the answers

    What should you do if your computer's storage drive is filling up and causing poor system performance?

    <p>Check available space and manage files</p> Signup and view all the answers

    Why is it important to view CPU utilization information when troubleshooting system performance issues?

    <p>To identify resource-intensive processes</p> Signup and view all the answers

    What is the significance of monitoring CPU utilization when diagnosing system performance problems?

    <p>To identify resource-intensive processes</p> Signup and view all the answers

    What can high CPU utilization indicate when diagnosing system performance issues?

    <p>Potential malware infection</p> Signup and view all the answers

    What might be causing a slow and unresponsive computer system?

    <p>Many background processes consuming resources</p> Signup and view all the answers

    What can cause a system to appear sluggish, according to the text?

    <p>Anti-virus software running on the system</p> Signup and view all the answers

    Why is it important to clean components inside a computer for proper cooling?

    <p>To reduce the presence of dust and dirt</p> Signup and view all the answers

    What is recommended to be used to monitor the temperature inside a computer?

    <p>Third-party utility like HWMonitor</p> Signup and view all the answers

    What is indicated by the statement 'our computers run on smoke' in the text?

    <p>The potential consequences of letting out the magic smoke</p> Signup and view all the answers

    What is suggested as a response when you see or smell smoke coming from your computer?

    <p>Disconnect from the power source immediately</p> Signup and view all the answers

    What is a potential cause for a computer suddenly going black with no error messages?

    <p>Component overheating</p> Signup and view all the answers

    Why might it be necessary to look at Event Viewer after a sudden shutdown?

    <p>'Windows wrote some information into the log just prior to powering down'</p> Signup and view all the answers

    'Rollback' mentioned in the text refers to reversing:

    <p>'Software updates'</p> Signup and view all the answers

    'Device Manager' is recommended to be reviewed if:

    <p>'System components' are not working properly</p> Signup and view all the answers

    What could be a potential reason for a computer abruptly powering down?

    <p>A single component failing causing system shutdown</p> Signup and view all the answers

    Why is monitoring temperatures inside a computer system important?

    <p>To prevent overheating and potential system damage</p> Signup and view all the answers

    What should be checked if a computer suddenly goes black with no error messages displayed?

    <p>The cooling fans and heat sinks for proper functionality</p> Signup and view all the answers

    What should you do if Windows Explorer has stopped working?

    <p>Check the Reliability Monitor for more details</p> Signup and view all the answers

    What might be the cause of an abrupt grinding noise coming from a computer?

    <p>Improperly fastened components inside the case</p> Signup and view all the answers

    What may cause your system to suddenly freeze up with no error messages?

    <p>Running out of storage space or memory</p> Signup and view all the answers

    What type of noise indicates a possible problem with a capacitor on the motherboard?

    <p>Popping noise</p> Signup and view all the answers

    What is a possible solution if you hear an ongoing oscillation or clicking noise from your computer?

    <p>Check for dust in the fans and clean them</p> Signup and view all the answers

    What may restarting the entire system in a continuous cycle indicate?

    <p>BIOS configuration issues</p> Signup and view all the answers

    Why is it recommended to reinstall the latest version of an application if you suspect a problem related to it?

    <p>To ensure you have the most updated and potentially fixed version</p> Signup and view all the answers

    What could be a common reason for the date and time resetting on a computer?

    <p>Faulty motherboard battery</p> Signup and view all the answers

    Why is it important to try Safe Mode when troubleshooting a system?

    <p>To load only essential drivers for isolation</p> Signup and view all the answers

    In what scenario should you look at Event Viewer inside Windows?

    <p>When you suspect more details about a system failure</p> Signup and view all the answers

    Why should you never ignore a grinding noise coming from your computer system?

    <p>It may indicate a problem with a capacitor on the motherboard</p> Signup and view all the answers

    What does hitting Control Alt Delete help determine when a system freezes?

    <p>Regain access to the operating system</p> Signup and view all the answers

    What does scraping noise from a computer's hard drive suggest?

    <p>Possible hard drive failure or damage</p> Signup and view all the answers

    Why might the entire capacitor top blow off a motherboard?

    <p>Because of a short circuit in the power supply</p> Signup and view all the answers

    What is a potential risk of not fastening components properly inside a computer case?

    <p>Components moving around and causing issues</p> Signup and view all the answers

    What should you look for if your computer keeps restarting in a cycle?

    <p>Document where the reboot process is occurring</p> Signup and view all the answers

    What should you do if you suspect something lodged in one of your computer's fans causing noise?

    <p>Check and clean all fans to remove any obstructions</p> Signup and view all the answers

    What is a potential solution if your computer keeps restarting in a cycle?

    <p>'Boot from last known working configuration'</p> Signup and view all the answers

    What might be a reason for reaching out to an expert during troubleshooting?

    <p>When you suspect the troubleshooting requires specialized knowledge</p> Signup and view all the answers

    What does the presence of hard drive lights or status lights indicate during troubleshooting?

    <p>An indication that some parts are still responsive</p> Signup and view all the answers

    What should you consider doing if your computer fails to start normally and keeps restarting?

    <p>Change CMOS battery</p> Signup and view all the answers

    Why is it important to disable 'automatically restart' option after starting successfully in Safe Mode?

    <p>To prevent further system crashes due to unknown reasons</p> Signup and view all the answers

    Study Notes

    • In large computing environments, making changes to applications or operating systems requires following formal change control processes.
    • Change control process involves planning for the change, estimating risks, having a recovery plan, testing in lab, documenting, and presenting request to change control board.
    • Troubleshooting process starts with a system or application that may be broken and collects as much information as possible about the problem.
    • Information gathering includes details about symptoms, user input, environmental changes, and documentation.
    • Theories on root cause are tested, starting with the simplest explanation and moving on to less common causes.
    • External documentation and expertise may be required to identify root cause.
    • Once root cause is identified, a plan of action is created and implemented in production environment with rollback options.
    • Testing is conducted to confirm the problem is resolved and preventative measures are implemented.
    • Documentation of the entire process is crucial for future reference.

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    Learn about effective troubleshooting strategies, including seeking clues from documentation, learning from past experiences, testing theories, and following checklists. This quiz covers a systematic approach to resolving problems efficiently.

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