5.0 - CompTIA A+ Core 1: How to Troubleshoot

Troubleshooting process

A systematic approach to identify, analyze, and resolve issues with devices, systems, or networks.

Identify the problem

The first step in troubleshooting, where details about the issue are gathered, including reproducing the problem and collecting user symptoms.

Establish a theory of probable cause

The step where potential reasons for the issue are hypothesized based on gathered information.

Test the theory and evaluate

The phase of troubleshooting where the proposed theories are tested to identify the actual cause of the problem.

Establish an action plan

Creating a detailed strategy to resolve the identified issue while minimizing impact on users.

Implement the action plan

The process of executing the corrective measures outlined in the action plan to fix the issue.

Verify full system functionality

Checking that the system operates correctly after the problem is fixed, often confirmed by the customer.

Document findings

Recording the troubleshooting process, actions taken, and their outcomes in a knowledge base for future reference.

Rollback plan

A strategy in troubleshooting to revert to a previous state in case the implemented fix does not resolve the issue.

Internal knowledge bases

Organized systems that store information and solutions regarding previous issues for quick reference during troubleshooting.