Time
5 hours 33 minutes
Difficulty
Beginner
CEU/CPE
3

Video Description

Troubleshooting Theory Welcome to Cybrary's CompTIA A+ course and today we explore the subject of Troubleshooting. The lesson begins by defining what Troubleshooting is, and then it nicely explores all the concepts associated with the thinking and strategies of performing troubleshooting tasks and how to affect solutions. Troubleshooting has a systemic process to it that includes automatic steps, a flow of tasks to eliminate and confirm information, applied logic and required knowledge of the product or device and "everything" that interacts with it, AND then documenting each and every action, test, assessment, outcome, etc. Upon completion of this lesson, you'll understand how to put all these disciplines and bodies of knowledge together to be a critically strategic thinker in performing troubleshooting, developing solutions to technology problems/issues, and why documentation is the make or break aspect of how successful your troubleshooting effort will be.

Video Transcription

00:04
Hi. Welcome to Siberia dot i t. My name's Anthony and I'm your local subject matter expert here for a plus. Today we're gonna talk about troubleshooting theory, So let's go and get started. So what is troubleshooting? Well, troubleshooting is what lets us be able to figure out what is going on with the problem. Troubleshooting and we can give it a little bit of a definition is
00:23
logically and since systematically working towards a resolution for a problem.
00:28
So we have an issue with our computer. It's running slow. There's beeps when we turn it on, and it's not booting. We aren't able to use the mouse or keyboard over there, smoke coming out of it, all of these air problems with our computer, and we need to figure out what's going on. So by using logic and by using a process of elimination,
00:48
troubleshooting allows us to narrow down what's going on with our computer
00:53
rather than just taking our computer and just starting start throwing guesses at it and start testing different things. We wanna have steps that we can go through. We want to sort of have ah flow of how we solve problems
01:07
so that we make sure that we solve them in the right way. We make sure we don't run into we don't cause any additional issues,
01:12
and we make sure that we document our findings so that we can use them later in the future. This is what's known and for a cop. TIA, as troubleshooting theory now
01:23
can't see A actually has a set of troubleshooting steps that they recommend to go through. And these are a good flow of steps in order to make sure that you're hitting everything. If you start working or if you start trouble shooting computer issues a lot, you may develop your own additional side steps that you put in there. But
01:42
this is a good outline for
01:45
what steps we should take in order to troubleshoot a problem. So let's take a look.
01:49
First step is going to be identifying the problem. Now.
01:53
We'll go in depth on each individual, step a little bit through our module. But in in general, identifying the problem is essentially narrowing down what where the issue is now. This may not be as easy as it seems. If we press the power button on our computer and our computer doesn't start.
02:12
This could be because of several different reasons. Is this hardware related? Is it software related? Is that power related the power coming to our computer that we just not push the button hard enough?
02:22
There's several different there, several different places where the problem could lie.
02:28
We don't want to start moving on to these other steps. We don't want to start trouble shooting the incorrect problem if, where if someone tells us that they're not able to print something to a printer and we start trouble shooting the printer to see if there's something wrong there, it may not even be the printer. The printer may be perfectly fine. It may be certain settings on the computer,
02:46
so our first step so we don't waste waste our time
02:50
and we're able to quickly move on to other steps and diagnose our issue is actually determining where our problem it's determining what the problem is and what the issue is
03:00
now. Our next step is to establish a theory of probable cause. Now,
03:06
establishing our theory of probable cause essentially means determining what we think might be going on what we think the issue might be so
03:15
This may be from our general knowledge of computers. This maybe from issues that we've seen in the past or we may use other resource is like going online going to some of the different forums and tech nets that we can check out and see where other people may have issues. Or we may just go to the owner or the manufacturer's manual
03:34
and see if there's any trouble shooting steps that they have for this particular issue.
03:38
So we're gonna establish our theory of what's going on at this step and see if we can implement that in our next step.
03:46
Now our next step is going to be testing our theory. So it's not just enoughto think we know what's going on with our computer. Think we know what the issue is? We need to test that theory, so we always want to make sure that before we test our theory and we'll talk about this later again
04:03
before we make any changes to the computer, we want to make sure that we can back up
04:06
any information that we need off the computer backup. Any changes that we made a set for May any settings that we may change differently so that in case we need to go back to that in case we need to go back to the way it was before, we can we have that ability to.
04:23
But when we test this theory, we may want to put it into action, see what it does and see if it gives us some good results. So that's our next that best testing our theory.
04:34
Then we have our plan of action after we test our theory, and we determined Okay, this theory seems like it's right. My hypothesis for those of you that have taken the science, science order of events, our hypothesis has proved that it's pretty proud, plausible. This might be what's going. This might be salt solving our issue.
04:54
So next we're going to implement a plan of action. We're going to determine
04:58
how we're going to solve this issue, how we're going to implement our solution to the problem, and we're going to do it. We're gonna put into place our plan of action.
05:08
So
05:08
after we put in place our plan of action,
05:11
we're gonna verify full functionality. So
05:14
if we have an issue with our computer, or if someone tells us they have an issue with their computer and we implement a solution, it's not just enough to implement a solution, implement changes and walk away. We want to make sure that whatever the person was trying to do before the issue occurred, they can now do if they were trying to print or if they were trying to send an email or
05:33
create a document
05:34
or even just turn on their computer. We want to make sure that we have full functionality. We also want to make sure that we check some other settings we check, maybe make sure they still have an Internet connection. If we've changed anything network related, make sure they can still send and receive e mails, we wantto check as many aspects of the computer as possible
05:54
to make sure that not just is this problem solved
05:57
but solving this problem implementing our plan of action didn't create any additional problems that we should be worried about. So
06:05
with a very rifle functionality and we also mean one performs some preventive maintenance here. If the issue that was caused on the computer was a result of, say, if our computer overheated, and it was a result of the computer having too much dust in it. We may want to make sure that
06:23
there's we let the user no or that we ourselves
06:27
go in and blow the dust out of the computer at least maybe once once a week or once every two weeks or once a month, we blow the dust out of the computer as a preventative maintenance for the issue. Now, if it's something as simple as a bug on the computer, are bugging a program that we patch or we have to get a driver for and we verify the functionality.
06:46
There's really not much preventative maintenance there. It's really just the this issue. Once the issues fixed,
06:51
it's good to go. But there are a lot of issues that air caused because preventive maintenance was performed. Maybe there was a virus that got on the computer because there was not an anti virus installed. Maybe the computer again, the computer overheated because there was too much dust. All of these are things that can could have been prevented
07:10
had regular maintenance been performed.
07:13
And lastly, we want to document all our findings
07:16
whenever we fix a computer issue Whenever we fix eso, even someone else's issue, we want to make sure that we're documenting
07:25
how we fixed the issue, What we found out about the issue, what the issue was, what some of the symptoms were, and maybe even some of the theories that we tried that didn't work. Now, if this is just our own computer, and we're not really doing this for anybody else where it's not our job trying to fix our own computer, this can still be important
07:44
because
07:45
a year down the line two years down the line, you may run into the same issue, and then you may say, Well, I can remember I can have a general idea of what you did what I did. But if you went through a lot of different troubleshooting, if you went through a lot of different theories and tests to try to figure out what the problem was,
08:01
you may not exactly remember exactly what you did,
08:05
and now you have to go through all those steps again. So it's best to document your findings. It's best to keep keep a record
08:13
of people record of what you did even if it didn't work. You wanna record all the changes that you made that didn't work successfully?
08:24
And then, especially if you find out the one that does work successfully put that in your outcome section. Put that in. What? You how you resolve the problem, your resolution set section of your document so that you can refer to that or someone else can refer to that later.
08:39
So we want to be able to remember all of these different troubleshooting steps in order. So we created a little bit of an acronym to see if we could help help you guys out. Now, this afternoon isn't the greatest, But if you guys think of anything better, we'd love to hear. We definitely put it in our forums,
08:56
discuss it up and see if we can find something that's a bit better than this. It's a little bit.
09:01
It's a little bit unwieldy, but it's the best that I could think of at this point in time. But feel free. I'd love to hear from you guys. The one that I have for you guys now is Internet. Education takes patients veracity, dedication. Veracity is like motivation. Get it done this so
09:20
Internet education
09:22
like you guys were doing. You guys are on the Internet
09:26
Seeing seeing these videos, trying to learn more about computers takes patients. You got to go through all these videos. No 1 may be sitting behind your back pushing you do them veracity. You have to have motivation to do it and dedication. You have to be dedicated to what you're doing,
09:41
so
09:43
that leaves us with IE. Internet education takes patients veracity, dedication,
09:48
now the eye and that stands for identify. So we're identifying our problem.
09:54
E is established theory, so we establish our theory of probable costs.
10:00
T is test, so we test our theory. We test and see if it might be the correct experience.
10:07
P is plan of action, so we put our plan of action into place.
10:13
We implement it,
10:13
and B is for verify functionality, verify functionality, performed some preventive maintenance
10:20
and then d is documentation. Now we always want to be performing documentation throughout our whole thing, but our final step is to make sure that we have all the documentation to make sure it's all correct. So if we can remember that acronym
10:33
if we can make a better one to make it a little bit easier to remember. And we can remember what troubleshooting is. A theory of logically going through
10:41
different issues that we may have with our computers, logically working through them and casting out what may not. What isn't the issue and determining how we can solve our problem, as well as all the different steps for our troubleshooting theory than we can use thes and we can move on into the rest of our troubleshooting sections
11:01
and know how to use this in real life events.

Up Next

Troubleshoot Critical Systems

Diagnosing system malfunctions and finding a solution is an important skill for help desk professionals to develop. Expand your knowledge of the troubleshooting theory in less than an hour.

Instructed By

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Anthony Harris
Senior Systems Engineer at ZenPoint Solutions
Instructor