Troubleshooting Methodology Lesson 003) Establish a Theory

What is the second step in the troubleshooting process?

Establishing a theory.

What is sometimes necessary to do regarding step two of the troubleshooting methodology?

Conducting external or internal research.

What helps to determine the severity of a problem and getting a general idea of what needs to be investigated during the second step of the troubleshooting process?

The answers to the questions that were asked in step one of the troubleshooting process.

Probable Cause

Different possible causes that may have happened.

What is the question that a tech should ask himself when identifying probable cause?

What is the most likely thing that is causing the issue.

How should a tech handle probable causes?

Start with the most likely and then work his way down.

What should a tech always do when working through the second step of the troubleshooting process?

Question the obvious.

What can be used by a tech when trying to verify if a service is up or downa?

By using Downdetector.

What should a tech know how to do even if they don’t know everything?

Be able to conduct research.

Why are most experience techs able to handle most issues, even though they still don’t know everything?

They know how to conduct research.

What should be a hands-on practice that a tech should do when trying to execute step two of the troubleshooting process?

Physically test the hardware.

What is the most likely cause of a burning smell coming from a machine?

A damaged processor or motherboard components.

What is the most likely cause of a clicking or grinding sound coming from a machine?

Something is wrong with the hard drive.

What is the most likely cause of the sight or sound of no spinning fan coming from a machine?

Power issue or broken fan.

What should a tech do if the problem is no longer present in a system?

Reproduce the problem.

Where is a tech most commonly going to have to reproduce a problem?

When dealing with a ticket that was put in one or two days ago or if the problem is intermittent.

What is important to look through when conducting research for a problem during the second step of the troubleshooting process?

Look at the system documentation.

What should a tech do if a system has already been worked on by other technicians?

Talk to the others.

What is an example of internal research?

Looking at the system logs.