CompTIA A+ Complete Study Guide, 5th Edition

Chapter 11Troubleshooting Methodology and Resolving Core Hardware Problems

THE FOLLOWING COMPTIA A+ 220-1101 EXAM OBJECTIVES ARE COVERED IN THIS CHAPTER:

• 5.1 Given a scenario, apply the best practice methodology to resolve problems.
  • Always consider corporate policies, procedures, and impacts before implementing changes
  • 1. Identify the problem
    • Gather information from the user, identify user changes, and, if applicable, perform backups before making changes
    • Inquire regarding environmental or infrastructure changes
  • 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 the cause
    • Once the theory is confirmed, determine the next ...