Troubleshooting Methodology Lesson 004) Test the Theory

What is the third step in the troubleshooting process?

Test the theory.

What does CompTIA call the third step of the troubleshooting process?

Test the theory to determine the cause.

What does a tech need to do if he tests a theory and the problem persists?

Create a new theory.

What is essentially done concerning the troubleshooting process when a theory doesn’t fix the reported problem?

Back pedal to step two and then do step three again.

What does a tech need to do if a theory he created turns out to solve the problem?

Resolve the problem for the long term.

What are the possible outcomes when executing the third step of the troubleshooting process?

Theory is confirmed, theory is not confirmed, theory is confirmed but the tech doesn’t have the skills or authority to fix it, and unable to solve.

What does a tech need to do if a theory is confirmed?

Take the proper step to fix it.

What is going to decide whether or not a tech can fix a problem?

The organization he works for, the policies and procedures put in place, authorization, and lack of knowledge.

What should a tech do if he finds an issue that he cannot fix?

Escalate the issue.

What do tier 1 techs do?

Solve all of the most basic problems.

What do tier 2 techs do?

Solve more advanced problems.

What are tier 3 techs?

Subject matter experts.