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Server+ Certification Training Guide by Server+ Certified Technician Elton Jernigan

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Performing Problem Determination

  • 6.1 Perform problem determination

    • Use questioning techniques to determine what, how, when

    • Identify contact(s) responsible for problem resolution

    • Use senses to observe problem (e.g., smell of smoke, observation of unhooked cable, etc.)

Troubleshooting is often more of an art than a science. The ability to be a good troubleshooter is frequently found in people who always break everything into very small logical steps and then follow those steps to a very logical conclusion. There are way too many people whose approach to troubleshooting is more like firing a shotgun than a rifle. With the shotgun approach to troubleshooting, many solutions are tried at one time in the hope that one of them will solve the problem. ...

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