Computer Maintenance · Beginner level

Beginner level · Module 3: Troubleshooting Common Problems · Lesson 1 of 3

A Troubleshooting Method

Solve problems logically instead of guessing.

In this lesson you will

  • Follow a step-by-step method
  • Question users effectively

Key concepts

identify the problemtheory and testfix and verifydocument

The lesson

Identify the problem: ask the user what happened, when it started, what changed and whether there are error messages. Back up data before making changes.

Form a theory of the most likely cause — simplest first — and test it. If it is wrong, form a new theory.

Fix, verify that everything works and document the problem, cause and solution.

Step by step

  1. Interview a 'user' about a fault.
  2. Write the symptom.
  3. List likely causes, simplest first.
  4. Test and record.

Practice activity

Use the method on the first two lab faults.

Expected result: Correct diagnoses with recorded steps.

Check your understanding

  1. Which causes should you test first?

    Show answer

    The simplest and most likely.

  2. What should you do before making changes?

    Show answer

    Back up the user's data.

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