2.0 Troubleshooting, Repair and Maintenance

2.1 Given a scenario, explain the troubleshooting theory

  • Identify the problem
    • Question the user and identify user changes to computer and perform backups before making changes
  • Establish a theory of probable cause (question the obvious)
  • Test the theory to determine cause
    • Once theory is confirmed determine next steps to resolve problem
    • If theory is not confirmed re-establish new theory or escalate
  • Establish a plan of action to resolve the problem and implement the solution
  • Verify full system functionality and if applicable implement preventative measures
  • Document findings, actions and outcomes

2.2 Given a scenario, explain and interpret common hardware and operating system symptoms and their causes

  • OS related symptoms
    • Bluescreen
    • System lock-up
    • Input/output device
    • Application install
    • Start or load
    • Windows specific printing problems
      • Print spool stalled
      • Incorrect / incompatible driver
  • Hardware related symptoms
    • Excessive heat
    • Noise
    • Odors
    • Status light indicators
    • Alerts
    • Visible damage (e.g. cable, plastic)
  • Use documentation and resources
    • User / installation manuals
    • Internet / web based
    • Training materials

2.3 Given a scenario, determine the troubleshooting methods and tools for printers

  • Manage print jobs
  • Print spooler
  • Printer properties and settings
  • Print a test page

2.4 Given a scenario, explain and interpret common laptop issues and determine the appropriate basic troubleshooting method

  • Issues
    • Power conditions
    • Video
    • Keyboard
    • Pointer
    • Stylus
    • Wireless card issues
  • Methods
    • Verify power (e.g. LEDs, swap AC adapter)
    • Remove unneeded peripherals
    • Plug in external monitor
    • Toggle Fn keys or hardware switches
    • Check LCD cutoff switch
    • Verify backlight functionality and pixilation
    • Check switch for built-in WIFI antennas or external antennas

2.5 Given a scenario, integrate common preventative maintenance techniques

  • Physical inspection
  • Updates
    • Driver
    • Firmware
    • OS
    • Security
  • Scheduling preventative maintenance
    • Defrag
    • Scandisk
    • Check disk
    • Startup programs
  • Use of appropriate repair tools and cleaning materials
    • Compressed air
    • Lint free cloth
    • Computer vacuum and compressors
  • Power devices
    • Appropriate source such as power strip, surge protector or UPS
  • Ensuring proper environment
  • Backup procedures