Phase 4

Troubleshooting and Restoring Computer Systems

Nothing will turn your hair gray faster than troubleshooting. Most textbooks serve up a canned set of problems that a five-year-old could solve in her sleep. Real-world problems are quite different, and some of them are unique, with no known cause. Nevertheless, when a cry such as “I can’t print!” or “Where are my emails?” rings out, you will be expected to investigate and solve the problem.

Each of the tasks that follow is based on trouble tickets from an actual IT department. They are real problems that you could face at any time. This section not only presents the problems and their solutions; it also documents how the solutions were discovered. Computer-system problems come and go, but ...

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