Chapter 7

Explain the Troubleshooting Methodology

This chapter explores CompTIA IT Fundamentals+ Objective 1.6: Explain the troubleshooting methodology. In this eight-part method, you learn to identify the problem (gather information, duplicate the problem, if possible, question users, identify symptoms, determine if anything has changed, approach multiple problems individually); research knowledge base/Internet, if applicable; establish a theory of probable cause (question the obvious, consider multiple approaches, divide and conquer); test the theory to determine the cause (once the theory is confirmed [confirmed root cause], determine the next steps to resolve the problem, if the theory is not confirmed, establish a new theory or escalate); ...

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