Chapter 13
Troubleshooting Methodology and Resolving Core Hardware Problems

The following CompTIA A+ 220-1001 exam objectives are covered in this chapter:

• ✓ 5.1 Given a scenario, use the best practice methodology to resolve problems.
  • Always consider corporate policies, procedures, and impacts before implementing changes
  • 1. Identify the problem
    • Question the user and identify user changes to computer and perform backups before making changes
    • Inquire regarding environmental or infrastructure changes
    • Review system and application logs
  • 2. Establish a theory of probable cause (question the obvious)
    • If necessary, conduct external or internal research based on symptoms
  • 3. Test the theory to determine cause
    • Once the theory is confirmed, determine the next steps to resolve problem
    • If theory is not confirmed re-establish new theory or escalate
  • 4. Establish a plan of action to resolve the problem and implement the solution
  • 5. Verify full system functionality and, if applicable...