Advanced Troubleshooting

Step 1: Identify the problem
1. Open-ended question
  1. When did the problem start?
  2. what problem are you experiencing?
2. closed-ended question
  1. has any network equipment changed?
  2. have any other computer been added to the network?
Step 2: Establish a Theory of Probable Cause
1. Computer power problem
2. loose external cable connection
3. loose data cable connection
4. Loose adapter card
Step 3: Test the Theory to Determine Cause
1. Restart the computer
2. Disconnect and reconnect the external cable
3. Disconnect and reconnect the internal cable
4. Secure the adapter card
Step 4: Establish a Plan of Action to Resolve the Problem and Implement the Solution
1. Manufacturer website
2. Contact technician
3. Internet search
4. Technician website
Step 5: Verify Full System Functionally and, if Applicable, Implement Preventive Measures
1. Reboot the computer
2. Restart the external devices
3. Access all drives and shared resources
Step 6: Document Findings, Actions, and Outcome
1. Discuss the solution implemented with costumer
2. Have the costumer verify the problem has been sloved
3. Provide the costumer with all paperwork

Resource summary

	Created by srai3 almost 11 years ago