Comp TIA A Certification Essentials Mercy Vocational High School

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Comp TIA A Certification EssentialsMercy
Vocational High School

• Instructor Mr. Maphorisa
• 2007/2008

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Trouble Shooting Models

• This topic covers the following Comp TIA A
  Essentials (2006) exam objective
• Identify tools, diagnostic procedures, and
  trouble shooting techniques for personal computer
  components.
• Recognize the basic aspects of trouble shooting
  theory, e.g.
• Perform backups before making changes
• Assess a problem systematically and divide larger
  problems into smaller components to be analyzed
  individually
• Verify even the obvious, determine whether the
  problem is something simple and make no
  assumptions.
• Research ideas and establish priorities.
• Document findings, actions and outcomes.

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Trouble Shooting Models contd

• Identify and Apply basic diagnostic procedures
  and troubleshooting techniques, e.g.
• Identify the problem including questioning user
  and identifying user changes to computer.
• Analyze the problem including potential causes
  and make an initial determination of software and
  /or hardware related problem.
• Test related components including section
  connections, hardware/software configurations,
  device manager, and consult vendor documentation
• Evaluate results and take additional steps such
  as consultation, use of alternative resources,
  manuals
• Document activities and outcomes

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Trouble Shooting

• What is trouble shooting?
• Trouble shooting is the process of determining
  the cause and ultimately the solution to a
  problem. By applying a logical , consistent
  method to the trouble shooting process, you make
  you job easier and shorten the time it takes to
  discover the root of the problem.
• Popular Models of Troubleshooting
• The Comp TIA A troubleshooting model
• The Comp TIA A Network troubleshooting model
• The Novell network troubleshooting model
• The ASID trouble shooting model

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Trouble Shooting contd

• All models incorporate basic troubleshooting
  theory. The stages of basic troubleshooting
  theory include
• Backup data
• Divide and analyze
• Verify
• Research
• Document

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1. Comp TIA A Troubleshooting Model

• Steps
• Identify the problem
• Analyze the problem including potential causes
• Test components related to the problem
• Evaluate the results and take additional steps to
  correct the problem necessary
• Document the activities you took in correcting
  the problem as well as out comes of the actions
  you took.

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2. Comp TIAs Network Troubleshooting Model

• Comp TIA recommends a troubleshooting model for
  network technicians. You can follow this process
  for computer repair as well . It consists of 8
  stages
• Stages
• Identify the exact issue , use open ended
  questions to query the customer to determine the
  precise nature of the problem.
• Re-create the problem, Have the customer repeat
  the action or demonstrate the problem.
• Isolate the cause, eliminate factors that
  obviously not part of the problem. Then starting
  with the most likely cause of the problem, begin
  to identify the cause.
• Formulate the correction, implement the
  correction . If this does not solve the problem
  undo everything you have done and try another
  approach.
• Test the solution make sure your solution
  actually fixed the problem, double check with
  your client , make sure that your solution does
  not cause other problems.
• Document the problem and solution
• Provide feedback.

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3. Novells troubleshooting Model

• Novell the maker of the popular NetWare network
  OS, publishes trouble shooting model for network
  technicians.
• STEPS
• Try some quick obvious fixes like making sure
  all the peripherals are plugged in and turned on
  or the user is performing the procedure
  correctly.
• Gather basic information determine the exact
  symptom of the problem. Determine whether the
  system worked correctly before, and if so what
  has changed . Check is others are having the same
  problem.
• Develop a plan, prioritize possible solutions
• Execute your plan
• Verify user satisfaction
• Document the problem and solution

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4. The ASID troubleshooting model

• The ASID trouble shooting model offers a four
  stage process that you can apply to many types of
  problems. Its Stages are
• Acquire Acquire information about the problem
• Simplify -- Remove any non critical components
• ImplementIdentify and implement potential
  solutions one at a time.
• Document Document the problem and its resolution
• DOCUMENTATION
• Paper or software
• Organizational scheme
• Level of detail