Comptia A+ 1101 Troubleshooting

Change Management Process

1. plan for the change
2. estimate the risk associated with the change
3. have a recovery plan if the change doesn't work
4. test before making the change
5. document all of this and get it approved
6. if approved, make the change

The Troubleshooting Process

1. identify the problem
- information gathering
- identify symptoms
- question users
- determine if anything has changed
- approach multiple problems individually
- check log files
- check documentation on changes
- backup everything and have a rollback plan
2. establish a theory
- start with the obvious
- consider everything
- make a list of all possible causes
- research the symptoms
3. test the theory
- confirm the theory
- determine next steps
- re-establish new theories or escalate if your theories aren't correct
4. create a plan of action
- build the plan
- refer to vendor instructions
- identify potential effects
- make alternate plans
5. implement the solution
6. verify full system functionality
- confirm the fix
- implement preventative measures
7. document findings
- list symptoms, actions, and outcomes

Lines Printed Down the Page (Inkjet and Laser Printers)

- inkjet: clean print heads or replace
- laser: check for scratches on the photosensitive drum and replace

Double Images or Speckling (Laser Printers)

indicates an optical drum cleaning issue

Toner Not Sticking to Paper (Laser Printers)

- indicates a fuser problem
- repair the fuser assembly

Multiple Print Jobs Pending in Queue (Printers)

check event viewer, and look for "Windows-PrintService" to troubleshoot

The Network Troubleshooting Process

1. check link light
- verifies connection to the network
2. ping loopback (127.0.0.1)
- internal IP of our device
3. ping local IP address
- checks local configuration, adapter, and link signal
4. ping default gateway
- checks connectivity on the local network
5. ping devices on the router's other side
- 8.8.8.8 (Google's DNS server)
- 9.9.9.9