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Apple Training Series: Desktop and Portable Systems, Second Edition by Peachpit Press

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Troubleshooting Process

Now that you are so well equipped, you are ready to embark on the systematic journey. There are two major stages in the troubleshooting process. The first stage is identifying the issue. The second stage is performing the actual repair (or taking other steps that identifying the issue has made clear).

To identify the issue, you must:

1.
Gather information.
2.
Verify the issue.
3.
Try quick fixes.
4.
Use appropriate diagnostics.
5.
Perform a split-half search.
6.
Use additional resources to research the issue.
7.
Escalate the issue (if necessary).

After you have identified the issue, you must:

1.
Repair or replace the faulty item.
2.
Verify the repair by testing the product thoroughly.
3.
Inform the user of what you have done. ...

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