4.0 Troubleshooting

4.1 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 preventive measures
• Document findings, actions and outcomes

4.2 Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools.

• Common symptoms
  • Unexpected shutdowns
  • System lockups
  • POST code beeps
  • Blank screen on bootup
  • BIOS time and settings resets
  • Attempts to boot to incorrect device
  • Continuous reboots
  • No power
  • Overheating
  • Loud noise
  • Intermittent device failure
  • Fans spin – no power to other devices
  • Indicator lights
  • Smoke
  • Burning smell
  • BSOD
• Tools
  • Multimeter
  • Power supply tester
  • Loopback plugs
  • POST card

4.3 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.

• Common symptoms
  • Read/write failure
  • Slow performance
  • Loud clicking noise
  • Failure to boot
  • Drive not recognized
  • OS not found
  • RAID not found
  • RAID stops working
  • BSOD
• Tools
  • Screwdriver
  • External enclosures
  • CHKDSK
  • FORMAT
  • FDISK
  • File recovery software
• Recovery console
  • Fixboot
  • Fixmbr

4.4 Given a scenario, troubleshoot common video and display issues.

• Common symptoms
  • VGA mode
  • No image on screen
  • Overheat shutdown
  • Dead pixels
  • Artifacts
  • Color patterns incorrect
  • Dim image
  • Flickering image
  • Distorted image
  • Discoloration (degaussing)
  • BSOD

4.5 Given a scenario, troubleshoot wired and wireless networks with appropriate tools.

• Common symptoms
  • No connectivity
  • APIPA address
  • Limited connectivity
  • Local connectivity
  • Intermittent connectivity
  • IP conflict
  • Slow transfer speeds
  • Low RF signal
• Tools
  • Cable tester
  • Loopback plug
  • Punch down tools
  • Toner probes
  • Wire strippers
  • Crimper
  • PING
  • IPCONFIG
  • TRACERT
  • NETSTAT
  • NBTSTAT
  • NET
  • Wireless locator

4.6 Given a scenario, troubleshoot operating system problems with appropriate tools.

• Common symptoms
  • BSOD
  • Failure to boot
  • Improper shutdown
  • Spontaneous shutdown/restart
  • RAID not detected during installation
  • Device fails to start
  • Missing dll message
  • Services fails to start
  • Compatibility error
  • Slow system performance
  • Boots to safe mode
  • File fails to open
  • Missing NTLDR
  • Missing Boot.ini
  • Missing operating system
  • Missing Graphical Interface
  • Graphical Interface fails to load
  • Invalid boot disk
• Tools
  • Fixboot
  • Recovery console
  • Fixmbr
  • Sfc
  • Repair disks
  • Pre-installation environments
  • MSCONFIG
  • DEFRAG
  • REGSRV32
  • REGEDIT
  • Event viewer
  • Safe mode
  • Command prompt
  • Emergency repair disk
  • Automated system recovery

4.7 Given a scenario, troubleshoot common security issues with appropriate tools and best practices.

• Common symptoms
  • Pop-ups
  • Browser redirection
  • Security alerts
  • Slow performance
  • Internet connectivity issues
  • PC locks up
  • Windows updates failures
  • Rogue antivirus
  • Spam
  • Renamed system files
  • Files disappearing
  • File permission changes
  • Hijacked email
  • Access denied
• Tools
  • Anti-virus software
  • Anti-malware software
  • Anti-spyware software
  • Recovery console
  • System restore
  • Pre-installation environments
  • Event viewer
• Best practices for malware removal
  • Identify malware symptoms
  • Quarantine infected system
  • Disable system restore
  • Remediate infected systems
    • Update anti-virus software
    • Scan and removal techniques (safe mode, pre-installation environment)
  • Schedule scans and updates
  • Enable system restore and create restore point
  • Educate end user

4.8 Given a scenario, troubleshoot, and repair common laptop issues while adhering to the appropriate procedures.

• Common symptoms
  • No display
  • Dim display
  • Flickering display
  • Sticking keys
  • Intermittent wireless
  • Battery not charging
  • Ghost cursor
  • No power
  • Num lock indicator lights
  • No wireless connectivity
  • No Bluetooth connectivity
  • Cannot display to external monitor
• Disassembling processes for proper re-assembly
  • Document and label cable and screw locations
  • Organize parts
  • Refer to manufacturer documentation
  • Use appropriate hand tools

4.9 Given a scenario, troubleshoot printers with appropriate tools.

• Common symptoms
  • Streaks
  • Faded prints
  • Ghost images
  • Toner not fused to the paper
  • Creased paper
  • Paper not feeding
  • Paper jam
  • No connectivity
  • Garbled characters on paper
  • Vertical lines on page
  • Backed up print queue
  • Low memory errors
  • Access denied
  • Printer will not print
  • Color prints in wrong print color
  • Unable to install printer
  • Error codes
• Tools
  • Maintenance kit
  • Toner vacuum
  • Compressed air
  • Printer spooler